Avaya Control Manager Overview and Specification
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Chapter 1: Introduction...... 7 Purpose...... 7 Change history...... 7 Upgrade Advantage Preferred...... 7 Warranty...... 8 New in this release...... 8 Chapter 2: Overview...... 10 About Avaya Control Manager...... 10 Support solutions...... 10 Supported products...... 11 Offers and entitlements...... 13 Deployment configuration...... 15 Chapter 3: Features...... 17 Supported features...... 17 Centralized Management Capabilities...... 21 Multitenancy...... 21 Templates...... 22 Role based permission engine...... 22 Unified Communications administration...... 22 Contact center administration...... 26 Multiple location support...... 32 Dial plan specifications...... 33 Conversation Sphere...... 33 Bulk Action portal...... 34 Bulk skill assignment...... 35 User interface design...... 35 Centralized license tracker (Enterprise only)...... 37 Support for SNMP messages...... 38 Microsoft Active Directory integration (Enterprise only)...... 38 About Control Manager support for SAML SSO authentication...... 40 Schedule Server service...... 41 Control Manager API and SDK (Enterprise and Avaya Oceana® only)...... 42 Visual Phone (Enterprise only)...... 45 Reports portal...... 46 Resource Management portal...... 47 Profile Manager Wizard...... 47 Web Based Media Distribution Portal...... 48 Role cloning...... 48 Audit Log...... 48
August 2021 Avaya Control Manager Overview and Specification v9.0.1 4 Comments on this document? [email protected] Contents
Cut-through to Communication Manager system administration terminal (SAT)...... 49 Chapter 4: Interoperability...... 50 Product compatibility...... 50 Software requirements...... 51 Supported operating system requirements...... 51 Supported database server software requirements...... 53 Supported Microsoft Windows Server and Microsoft SQL Server combinations...... 54 Supported client Web browser and client operating system software requirements ...... 55 Supported antivirus software...... 55 Supported third-party software...... 56 Certificate requirements...... 56 Java Runtime Environment requirements...... 56 Virtualization support...... 57 Amazon Web Services support...... 57 Transport Layer Security (TLS) support...... 58 Hardware and virtualization requirements...... 59 Optional load balancer server configuration...... 61 Microsoft SQL AlwaysOn server configuration...... 62 Supported endpoints...... 62 Localization support...... 64 Chapter 5: Reference configurations...... 66 About reference configurations...... 66 Optional software load balancer application server configuration...... 68 Microsoft SQL AlwaysOn database server configuration...... 71 Multiplex HA 2x2 default configuration — Dual application servers and Microsoft SQL AlwaysOn database servers...... 72 Multiplex HA 2x2 optional configuration — load balanced application servers and Microsoft SQL AlwaysOn database servers...... 74 Muliplex HA 1x2 configuration — single application server and Microsoft SQL AlwaysOn database servers...... 75 Multiplex HA 2x1 configuration — load balanced application servers and single SQL database server...... 76 Multiplex HA configurations for dual data centers...... 77 Chapter 6: Performance specifications...... 78 Capacity and scalability specification...... 78 Chapter 7: Security...... 81 About security features of Control Manager...... 81 General Data Protection Regulation (GDPR)...... 81 Port assignments...... 82 Permission engine features...... 82 Password Rules Management...... 82 HTTP Strict Transport Security...... 83 Securing Control Manager and SQL Server connections...... 84
August 2021 Avaya Control Manager Overview and Specification v9.0.1 5 Comments on this document? [email protected] Contents
Securing and encrypting communication between Control Manager and SQL Server...... 84 Creating SHA-256 certificate on Certificate Authority Server...... 84 Enabling or disabling SSL and TLS 1.2 on Control Manager ...... 85 Creating a certificate signing request...... 85 Signing the certificate...... 87 Installing a new SHA-256 certificate based on new RootCA on Control Manager server...... 94 Enabling encrypted connections to the database engine (SQL Server Configuration Manager)...... 94 Installing a certificate on the server...... 95 Configuring the SQL server to accept encrypted connections...... 99 Encrypting a connection from SQL Server Management Studio...... 102 Verifying encryption Control Manager and SQL Server...... 102 Chapter 8: Licensing requirements...... 106 Licensing requirements...... 106 License compliance and enforcement using WebLM...... 106 WebLM-supported features for Control Manager...... 106 WebLM license modes...... 109 Viewing WebLM licenses...... 111 Chapter 9: Resources...... 113 Documentation...... 113 Finding documents on the Avaya Support website...... 114 Accessing the port matrix document...... 115 Avaya Documentation Center navigation...... 115 Training...... 116 Viewing Avaya Mentor videos...... 117 Support...... 118 Using the Avaya InSite Knowledge Base...... 118
August 2021 Avaya Control Manager Overview and Specification v9.0.1 6 Comments on this document? [email protected] Chapter 1: Introduction
Purpose This document describes the features, capabilities, product support, and specifications of Avaya Control Manager. People who want to gain a high-level understanding of Control Manager features, interoperability, and performance will find this document useful.
Change history
Issue Date Summary of changes 4 August 2021 Updated the reference to DevConnect for SOAP and REST API docs in the following sections: • Resources: Documentation on page 113 • Control Manager API and SDK on page 42 3 July 2021 Updated the Standard footprint table header in Hardware and virtualization requirements on page 59. 1 April 2021 Initial release
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August 2021 Avaya Control Manager Overview and Specification v9.0.1 7 Comments on this document? [email protected] Introduction
Warranty For information about warranties for Avaya Control Manager, go to the Avaya support site at: https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010
New in this release This section provides a list of the high-level features and enhancements for Avaya Control Manager Release 9.0.1. Avaya Oceana® updates • Support for Avaya Oceana® 3.8 features. • Transfer to a user for voice. • New REST API: - Get all named services - Get details of a named service • Track the invocation of the OCP Admin tool in the Audit Portal. • Active Directory user sync supported for Avaya Oceana® users. • Support Context Store database and Control Manager co-resident on same MS SQL server. • Increase in capacity. • Improved disaster recovery configuration. Avaya Workspaces for Elite updates • Support for Avaya Workspaces for Elite 3.8 features. • Support WebRTC agents for Avaya Workspaces for Elite. • Support video channel for Avaya Workspaces for Elite. Enterprise updates • Avaya Media Server support - Upload announcements to Avaya Media Server - Play announcement media file from Avaya Media Server • Bulk filtering enhancements - Filter users by team - The set team as the destination of a bulk job • Option to terminate users in WFO instead of deleting them when deleting them from Control Manager. • Multi LDAP support for one location.
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Platform updates • Support for simultaneous browsing of Control Manager in multiple languages by different users • Support for Microsoft SQL Server 2019 • Support for OneLogin SAML identity provider • Support for Microsoft Chromium Edge • Support for Basic Availability Groups available with Microsoft SQL Server Standard Edition • Support for Avaya one-X Agent SSO log into Control Manager from anoteher domain using Windows inter-domain trust • Miscosoft .Net Framework upgraded to 4.8; Supports Aura 8.1.3 Features removed and deprecated from Control Manager Support for the following Avaya solutions, products, or features have been or will be deprecated in Release 9.0.1 or in future releases. • Legacy HA is no longer supported. Customers using Legacy HA and moving to Control Manager 9.0.1 must first switch to Multiplex HA or the non-HA and then upgrade to Control Manager 9.0.1. • Control Manager supports Windows 2012, SQL Server 2012, and SQL Server 2014. • Provides support for System Manager profiles CallPilot and B5800. • Control Manager Experience Portal reusable modules is deprecated since Control Manager 8.1. • Simultaneous support for SSO and non-SSO for Avaya one-X® Agent Centralized Management, introduced in Control Manager 8.0.4 is deprecated since Control Manager 8.1. • Aura 6.3 support continues on exception basis only. It is already end of manufacturer support. Any issues arising from Control Manager administering Aura 6.3 is fixed on the best- effort basis. Aura 6.3 support is limited to Oceana customers only. • Control Manager no longer supports Modular messaging.
August 2021 Avaya Control Manager Overview and Specification v9.0.1 9 Comments on this document? [email protected] Chapter 2: Overview
About Avaya Control Manager Control Manager is an operational administration solution that allows administrators to control the administrative elements across Avaya Oceana®, Avaya Workspaces for Elite, and Avaya-based contact center Avaya Aura® unified communications environments. Control Manager provides technical and non-technical administration users the ability to manage day-to-day operations, such as agents, users, extensions, voice mails, and skills administration from a single web-based user interface. Control Manager's primary purpose is to provide a centralized administration tool for users to administer the day-to-day administration tasks across the Avaya-based environment. This version of Control Manager supports Avaya Oceana® 3.8, Avaya Workspaces for Elite 3.8, Avaya Aura® 8.1.3, and Avaya Media Server, including the quality and reliability improvements over the earlier version of Control Manager. Related links Support solutions on page 10 Supported products on page 11 Offers and entitlements on page 13 Deployment configuration on page 15
Support solutions This document refers to the following solutions: • Enterprise or a-la-carte: The traditional deployment of Avaya unified communications and contact center products for a single customer. Control Manager is a key administrative component for deployments using Avaya products in this arena. • Avaya Oceana®: This solution is applicable to Avaya Oceana® and Avaya Workspaces for Elite deployments. Control Manager acts as an entitlement with limited capabilities. Customers can expand additional capabilities on demand. For more information, see Avaya Oceana® product documentation. Related links About Avaya Control Manager on page 10
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Supported products Control Manager is interoperable1 with the following Avaya products and solutions:
Avaya products Versions Changed since Avaya Oceana®(with Deprecated? Control entitlement) Manager 9.0? Avaya Agent for 2.0.6 Yes Desktop 1.7.31.1 Yes 19.12 Yes Avaya Call 19.03 Management System 18.1 8.1 through 8.1.3 Yes
Avaya Aura® 8.0.0 and 8.0.1 Communication 7.1.0 through 7.1.3 Yes4 Manager 7.0.1 6.3.118 (6.2 FP45 8.1 through 8.1.3 Yes 8.0.1 Avaya Aura® Call 7.1.3 Yes6 Center Elite 7.0.1 6.3.118 (Aura 6.2 FP4) Avaya Aura® Contact 7.1.0.3 Yes Center7 8 7.0.3
Avaya Aura® Call Center Elite 6.6 SP2 Yes Yes Multichannel Table continues…
1 Integration is through System Manager 2 The Call Management System integration is rewritten for Call Management System 19 support. Bulk operations involving Call Management System 19 may take longer to complete. 3 The Call Management System integration is rewritten for Call Management System 19 support. Bulk operations involving Call Management System 19 may take longer to complete. 4 Limited entitlement with Oceana and Workspaces for Elite 5 Aura 6.3 support is limited to Oceana customers only. CM 6.3.118 support on RHEL5.3-SSP309.) 6 Limited entitlement with Oceana and Workspaces for Elite 7 Included with Communication Manager connector material code 8 Control Manager administration is supported for standard AACC only. Not AACC with Elite complement.
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Avaya products Versions Changed since Avaya Oceana®(with Deprecated? Control entitlement) Manager 9.0? Avaya Aura® 8.0 Yes Yes Experience Portal9 7.2.3 Avaya Interaction 7.3.9 Yes Center 7.3.8 Avaya IQ 5.2.6 Yes Avaya Aura® 7.1 SP3 Yes Messaging 7.0 Avaya Oceana® 3.8 Yes Yes Infrastructure 3.7.0.1 Avaya Workspaces 3.8 ® (for Avaya Oceana ) 3.7.0.1 Avaya Analytics™ for 3.8 ® Avaya Oceana 3.7.0.1 10.8 Officelinx10 10.7 Avaya one-X® Agent 2.5.14 H.323 2.5.13 Avaya Orchestration 8.0 Yes Yes Designer11 7.2.3 Avaya Aura® 8.1 and 8.1.3 Yes Presence Services12 7.1.2 Avaya Proactive 5.2.0.1 Yes Contact 5.1.3 8.1 through 8.1.3 Yes 8.0.0 and 8.0.1 Avaya Aura® Session 7.1.0 through 7.1.3 Yes14 Manager 13 7.0.1 6.3.2015 Table continues…
9 Avaya Aura® Experience Portal8.0 with Avaya Orchestration Designer 8.0, and Avaya Aura® Experience Portal 7.2.3 with Avaya Orchestration Designer 7.2.3 only, is supported. 10 Integration is through System Manager. 11 Avaya Aura® Experience Portal8.0 with Avaya Orchestration Designer 8.0, and Avaya Aura® Experience Portal 7.2.3 with Avaya Orchestration Designer 7.2.3 only, is supported.. 12 Integration is through System Manager 13 Integration is through System Manager 14 Limited entitlement with Oceana and Workspaces for Elite
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Avaya products Versions Changed since Avaya Oceana®(with Deprecated? Control entitlement) Manager 9.0? 8.1 through 8.1.3 8.0.0 and 8.0.1 Avaya Aura® System 7.1.0 through 7.1.3 Yes16 Manager 7.0.1 6.3.2017 Usage Metering 2.0 8.1 Avaya WebLM 8.0 Yes 7.1 Avaya Work 3.8 Yes Yes NS Assignment Snap-in 3.7.0.1 Avaya Aura® 15.2.2 Yes Workforce Optimization 15.1.2 (WFO)18 Avaya Workspaces 3.8 Yes Yes for Elite 3.7.0.1
Related links About Avaya Control Manager on page 10
Offers and entitlements
Control Manager is offered as an entitlement when bundled with solutions, such as the Avaya Oceana® or offered as an a-la-carte where if offers flexibility in choosing the capabilities required to manage the Avaya Oceana® environment. Control Manager for Avaya Oceana® and Avaya Workspaces for Call Center Elite • Avaya provides a tracking material code for Control Manager when accompanied by the Avaya Oceana®. • Control Manager connectors, bundled under this entitlement, include Avaya Aura® core, Call Center Elite, and Avaya Oceana®. You must purchase other connectors and combine the enabled connectors with an existing Control Manager license. You must link the quantity of
15 Aura 6.3 support is limited to Oceana customers only. Communication Manager 6.3.118 supports on RHEL5.3-SSP309. 16 Limited entitlement with Oceana and Workspaces for Elite 17 Aura 6.3 support is limited to Oceana customers only. Communication Manager 6.3.118 supports on RHEL5.3-SSP309 18 WFO 15.2 supports with WFO 15.2 and Avaya Call Recording 15.2. WFO 15.1 supports with WFO 15.1 and ACR 15.1.2. Avaya Call Recording support is for Avaya Call Recording only; support for Avaya Call Recording-A is not available.
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entitled concurrent users included to the quantity of Avaya Oceana® supervisors purchased in a one-to-one ratio. • The Multiplex High Availability (HA), using the Microsoft SQL AlwaysOn feature and the software load balancer are included in the entitlement. • You have a tracking material code for Control Manager with Avaya Workspaces (for Call Center Elite), and includes Avaya Aura® core, Call Center Elite, and Avaya Workspaces (for Call Center Elite) connectors, and an entitlement for 25 concurrent administrator log-ins. Intent and limitations of the entitlements Avaya offers Control Manager as an entitlement to administer Avaya Oceana® and Avaya Workspaces (for Call Center Elite). The Avaya Aura® core and Call Center Elite are prerequisites for Avaya Oceana® or Avaya Workspaces for Elite deployments. The intent of this entitlement is that Avaya Oceana® customers administering Avaya Oceana® with Control Manager do not pay extra to administer Avaya Aura® core and Call Center Elite systems associated with the Avaya Oceana® deployment. Additional points to this entitlement are as follows: • The entitlement applies only to those Avaya Aura® core and Call Center Elite systems that are part of the Avaya Oceana® system. • If there are Avaya Aura® core and Call Center Elite elements that have no relation to the Avaya Oceana® deployment for which this entitlement is intended, these elements must not be administered using Control Manager on the basis of this entitlement. For this scenario, you must procure the required Enterprise or a-la-carte connectors. • For term subscriptions, if you do not review the Avaya Oceana® subscription at the end of the term, the Avaya Aura® core and Call Center Elite elements associated with this Avaya Oceana® instance, Control Manager will not administer on the basis of the Control Manager Avaya Oceana® connector entitlement alone. For this scenario, you must procure the required Enterprise or a-la-carte connectors. Control Manager for Enterprise or a-la-carte • You require a Communication Manager connector. • The number of entitled concurrent administrative users is two. You can purchase additional concurrent administrator licenses. • The quantity of systems is no longer associated with connectors. If you purchase one connector, you can use the connector to connect to one or more systems of the same type. For example, purchasing a Communication Manager connector allows you to manage one or more Communication Manager systems. • Requirements for multiple Communication Manager and CMS material code and connectors have been removed. • Reduced the number of S8nXX connector material codes to a single material code in Control Manager 8.0.x. Related links About Avaya Control Manager on page 10
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Deployment configuration Control Manager is designed using a location-based architecture. Locations are virtual objects that are created in Control Manager and are the core entity of the Control Manager environment. Control Manager includes a number of key components that work together to provide a powerful operational administration solution. The key components for an Enterprise solution include those shown in the following diagram and table:
Component Description 1 Control Manager Performs the business logic and programming between the end user Application Server interface and the database as well as providing the security engine for Control Manager. 2 Control Manager Provisions components from Control Manager with the different Avaya Provisioning Server applications. The provisioning server integrates Control Manager with the different Avaya applications through the various supported connectors to provision information across the environment. 3 Control Manager Stores the Control Manager system configuration. Database 4 Control Manager Web Integrates the web services that developers use for the Control Manager Services provisioning server to add, delete, or modify configurations from within the Avaya environment. Table continues…
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Component Description 5 Control Manager Web Provides the management interface for access to all the features of Portal Control Manager. The Web portal is used in a variety of scenarios ranging from product-specific managements to overall suite management. 6 Control Manager Integrates and manages the Avaya applications. Connectors
Related links About Avaya Control Manager on page 10
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Supported features The following table provides an overview of the key administration tasks that Control Manager provides for each of the Avaya products:
Product Features supported Avaya Oceana® Create edit, delete agents Create, edit, delete attributes Configure channels and multiplicity per agent Assign attributes and proficiencies to agent Set agent supervisor Bulk updates of agent properties Configure system parameters Configure screen-pops Configure work/user/disposition codes REST API for Oceana admin Table continues…
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Product Features supported Avaya Aura® Communication Manager Extensions management Off PBX station mapping management Off PBX telephone configuration management Coverage path groups management Coverage answer group management Coverage time of the day management Coverage remote management Hunt groups management Pickup groups management Intercom groups management Page groups management Term-Ext groups management Data module management Abbreviated dialing group management Abbreviated dialing personal management Abbreviated dialing system management Abbreviated dialing enhanced management Dialing plans management19 Avaya Aura® System Manager Users and Avaya Aura® Session Manager SIP stations Avaya Aura® Messaging Create Subscriber Edit Subscriber Delete Subscriber Table continues…
19 Refers to the Control Manager dial plan, and not administration of the native Avaya Aura® Communication Manager dial plan
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Product Features supported Avaya Aura® Call Center Elite Managing call center agents and agent skills assignment Managing call center supervisors, managers, users, and administrators Managing Communication Manager objects related to the contact center. Control Manager handling of skills, VDNs, holiday tables, announcements, service hours, time of the day tables, policy routing tables, vectors/call flows, vector routing tables, variables, and VU stats Manage Business Advocate objects Avaya Aura® Call Center Elite Multichannel User Administration Agent Administration Avaya Aura® Contact Center Administer AACC Agent/Supervisor, Skillsets from Avaya Control Manager user interface Ability to add AACC Agent/Supervisor using Template. Skills change for Agents on daily, weekly and monthly schedule basic from Avaya Control Manager Bulk Portal Synchronize Agents, Skillsets from AACC to Avaya Control Manager DB Avaya Aura® Experience Portal Support for dynamic menus, dynamic prompts, DNIS> APP mapping, schedule management Experience Portal transfer destinations Note this capability does not offer administration for Experience Portal. Table continues…
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Product Features supported Avaya Aura® Workforce Optimization (WFO) Avaya Contact Recorder20 • Create an ACR user • Add extension address for recording (ACR Portal à Bulk Recording tab) • Manage key Avaya Call Recording system settings for CM data source (ACR Portal à Setup tab) Workforce Management • Add skill • Add bulk skill • Add virtual group • Add user • Add a role to a user • Add agent • Assign skills to the agent • Assign agent to the agent group • Terminate user Avaya Call Management System Every add/change/delete command of agents, skills, VDNs, and vectors, etc. is updated in the CMS dictionary Simple and easy administration of CMS agent groups Users and permissions management in CMS CMS 18 multi-tenancy Avaya Interaction Center Integrates to Avaya Interaction Center and enables agent management. Controls your Interaction Center agents and CC Elite agents from one web-based interface Support for IC channel management, address book management, and agent options Assigns agents to multimedia and voice Table continues…
20 Control Manager supports only one CM data source per ACR. Support is only for ACR and not for ACR-A
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Product Features supported Avaya IQ Administration of IQ groups. Basic user and permissions management in IQ to view historical and real-time reports Role-based permission control of IQ user access rights Avaya one-X® Agent Template management Agent/Supervisor/Group management Hot-desking Contact list management Role management LDAP integration and provisioning Central Management of agents and supervisors across all Avaya systems Avaya Proactive Contact Manage Proactive Contact users and agents from Avaya Control Manager. Web-based administration of Proactive Contact jobs and calling lists Enhanced security and permissions enable partitioning of Proactive Contact. Avaya Workspaces for Elite Provision users to Workspaces for Elite Workspaces Layouts support21
Centralized Management Capabilities The following are the core administration and management capabilities unlocked through the Control Manager web administration interface:
Multitenancy With the Control Manager Multitenancy feature, you can assign various objects, such as VDNs, vectors, skills, agents, and more, to a tenant and provision them to the relevant Avaya system. Assignation is based on the tenant’s administered location with Role Based Access Controls. Multitenancy operates differently for different solutions.
21 Available with Avaya Workspaces for Elite 3.7.
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Templates A Control Manager template is a predefined object configuration that can be used to create new extensions, VDNs, skills, agents messaging users, Avaya Interaction Center users, Avaya Aura® Contact Center users, and Avaya one-X® Agent users. Templates allow the administrator to quickly and consistently administer objects on the Avaya systems. By default, the installation of Control Manager software creates standard pre-defined templates for Communication Manager. You can also create custom templates for new objects.
Role based permission engine Control Manager supports a role based permission engine that allows users to secure every single feature, tab, field and button across the main Unified Communication and Contact Center applications and systems. The permission engine allows an administrator to assign roles that have access to a defined set of Control Manager administrative functions. The administrator then assigns roles to a user or group of users. The role permission assignments determine which objects can be viewed by the user or supervisor and which actions can be performed for each application, thus restricting each user to view only his team or group. With Control Manager Permission engine, administrators can utilize the following across the Avaya Aura® environment: • A “tailor made” permissions engine that allows control of each aspect of the application. • Set up multi-tenancy support. • Flexibility to filter users, VDNs, and skills based on each one of the users permissions.
Unified Communications administration Control Manager supports multiple key administration capabilities of many Avaya Unified Communication products including the following: • Communication Manager • Avaya Aura® System Manager • Avaya Aura® Session Manager • Avaya Aura® Messaging Unified Communication features Control Manager supports the following Unified Communications entities:
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Unified Communication Entity Description Extensions Management Control Manager allows for multiple Extensions setup and configurations. Following are the key agent administration capabilities: • Provision Add/Change/Remove commands to the Communication Manager through Control Manager user friendly User interface. • Single point of administration for all of the extension management features such as Messaging Systems Support, Release and Busyout, and so on. • Supports all Avaya Site Administration fields. • Supports extension templates. • Supports searching for objects. • Provides permissions to add, delete, edit, and view extension management. • Includes a self-service Visual Phone interface for button assignment, soft button assignment, password reset etc. Off-PBX Station Mapping • Allow users to add, edit, and delete off-pbx-station-mappings. Configuration • The off-pbx-station-mapping feature is identical to the screen that appears in the Control Manager. Off-PBX Telephone Configuration • Allows users to add, edit, and delete off-pbx telephone configurations. • The off-pbx-station-mapping feature is identical to the screen that appears in the Control Manager. Hunt Groups Support • Supports searching for objects. • Allow users to add, delete, edit, and view hunt groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Pickup Groups Configuration Allows users to manage the pickup group’s configurations. • Supports Drill down capability to extensions management from the Pickup Group tables with dynamic links. • Supports searching for objects. • Allow users to add, delete, edit, and view pickup groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Table continues…
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Unified Communication Entity Description Intercom Groups Management Allows users to manage intercom group configurations. • Supports searching for objects. • Allow users to add, delete, edit, and view intercom groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Page Groups Management Allows users to manage Page group’s configurations. • Supports searching for objects. • Allow users to add, delete, edit, and view paging groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Term-Ext Groups Allows users to manage Term-Ext Groups configurations. • Supports searching for objects. • Allow users to add, delete, edit, and view terminating extension groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Abbreviated Dialling Groups Allows users to manage Abbreviated Dialling Group configurations. Management • Supports searching for objects. • Allow users to add, delete, edit, and view abbreviated dialling groups. • Assigns the object to a Control Manager location which can partition the user’s environment. Abbreviated Dialling Personal Allows users to manage Abbreviated Dialling Personal Management configurations. • Supports searching for objects. • Allow users to add, delete, edit, and view abbreviated dialing personal management. • Assigns the object to a Control Manager location which can partition the user’s environment. Abbreviated Dialling System Allows users to manage Abbreviated Dialling System configurations Management • Supports searching for objects. • Allow users to add, delete, edit, and view abbreviated dialling system management. • Assigns the object to a Control Manager location which can partition the user’s environment. Table continues…
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Unified Communication Entity Description Abbreviated Dialling Enhanced Allows users to manage Abbreviated Dialling Enhanced Management configurations • Supports searching for objects. • Allow users to add, delete, edit, and view abbreviated dialling enhanced management. • Assigns the object to a Control Manager location which can partition the user’s environment. Service Hours Management • Supports searching for objects. • Allow users to add, delete, edit, and view service hours management. • Assigns the object to a Control Manager location which can partition the user’s environment. Policy Routing Tables Management Allows users to manage Policy Routing Tables configurations. The Policy Routing Tables is identical to the screen that appears in the Control Manager. • Supports searching for objects. • Allow users to, delete, edit, and view policy routing tables. • Assigns the object to a Control Manager location which can partition the user’s environment.
Dialing plan management The Control Manager dialing plan allows users to manage the numbering logic of the environment. Each Unified Communications object or contact center object is handled separately in the dialing plan, and the management features can be enabled and disabled for each object. For each object you can enter the start/end range for numbering. The dialing plan is assigned to the location to support numbering ranges for Multi-tenant, Multi-site and Multi-Control Manager environments. There are two types of dialing plans that can be used in the Control Manager environment.
Dialling Plan Description In Range When this feature is enabled, each time a new object is created, the system will check if the object number is within the range defined in the location’s dialing plan. If the number is outside of the range, the user will not be able to create the object Range Management When this feature is enabled, the system handles assigning numbers automatically for each new object, based on the location’s dialing plan.
Control Manager also enables the creation of multi-ranged dial plans per location. Users can decide multiple ranges to any entity they wish to manage: • User can create “Location A” and “Location B”. • Decide that for “Location A”, extensions will be assigned from numbers 1-12, 3004-3009, 3011-3200.
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• Decide that for “Location B”, extensions will be assigned from numbers 13-200, 3010, 3201-3300. Multi-Range assignment is supported for all managed contact center entities and Unified Communication entities. Messaging support Control Manager supports the following across Avaya’s Unified Communication Messaging solutions to manage the key messaging features: • One point of administration of all messaging features on the same extension configuration screen. • Create, manage, and delete messaging subscribers automatically through Control Manager LDAP Integration.
Contact center administration Control Manager supports multiple key administration capabilities of many Avaya contact center products: • Avaya Aura® Communication Manager • Call Management System • Avaya IQ • Avaya Aura® Call Center Elite Multichannel • Avaya Interaction Center • Avaya Aura® Contact Center • Avaya Proactive Contact • Avaya Proactive Outreach Manager • Avaya Aura® Experience Portal • Avaya Aura® Workforce Optimization • Avaya one-X® Agent Central Management • Avaya Oceana® • Avaya Agent for Desktop Call Management System Control Manager supports Call Management System integration. It replaces the need to manually update the CMS dictionary. It has the following capabilities. • Every add/change/delete command of agents, Control Manager skill management, Control Manager VDN management, and vectors is updated in CMS.
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• Simple and easy Administration of CMS agent groups. • Enables users and permissions management in CMS. • The Control Manager security engine controls the CMS user access rights. Avaya IQ Control Manager supports Avaya IQ integration. It has the following capabilities. • Simple and Easy Administration of Avaya IQ Groups. • Enables User and permissions management in Avaya IQ. • Role-based permission control the Avaya IQ user access rights Avaya Aura® Call Center Elite Multichannel Control Manager supports the following features of Call Center Elite Multichannel: • Integrates with the Call Center Elite Multichannel configuration services. • Central Web-based administration of users, agent configurations, and applications. • Support Central Management of separate Call Center Elite Multichannel instances as one “big” environment. • Dictionary updates of the Call Center Elite Multichannel IDS database. Avaya Interaction Center Control Manager supports the following Interaction Center integration: • Integrates with Interaction Center and enables agent management. • Creates and controls Interaction Center skills including Bulk Skill Assignment. • Controls your Interaction Center agents and Call Center Elite agents from one web based interface. • Supports Interaction Center Channel Management. • Supports Address Book Management. • Supports Agent Options. • Assigns Agents to tasks loads and enables you to control Multimedia & Voice activities from Control Manager. Avaya Aura® Contact Center Control Manager supports Avaya Aura® Contact Center integration with Avaya Aura® Call Center Elite in the following ways: • Administer Avaya Aura® Contact Center skillsets from the Control Manager user interface. • Administer Avaya Aura® Contact Center Agent/Supervisor using templates. • Administer skills for agents on daily, weekly, and monthly schedules using the Bulk Action Portal.
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• Synchronize agents and skillsets from Avaya Aura® Contact Center to the Control Manager database. Control Manager offers an easy to use user interface to create all the agents and users which will be provisioned to Avaya Aura® Contact Center. All Avaya Aura® Contact Center features will be presented in Control Manager user management screen. Creating a user or an agent in the Control Manager user interface is provisioned to all selected systems including Control Manager for Avaya Aura® Call Center Elite How Avaya Aura® Contact Center integrates with Control Manager The following diagram and steps show the process for integrating Control Manager with Avaya Aura® Contact Center:
1. Control Manager Web Interface sends a change skill request to the Windows Provisioning Server service. 2. The Provisioning Server service receives the request and analyses the skill list. There are Avaya Aura® Call Center Elite Skills and Avaya Aura® Contact Center Skills, so the Provisioning Server service first updates Avaya Aura® Call Center Elite via the Control Manager Library that is part of the provisioning process. 3. After a successful transaction (configurable, can work also in case of failure) the provisioning process calls the Avaya Aura® Contact Center library that calls the Avaya Aura® Contact Center middle tier web services directly from the Provisioning Server service. 4. The Avaya Aura® Contact Center middle tier updates the Avaya Aura® Contact Center “Environment”.
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Avaya Proactive Contact Control Manager supports integration with Avaya Proactive Contact providing the following management functions: • Centralized Management for Proactive Contact. • Manage Proactive Contact Users and Agents from Control Manager. • Enhanced Security and Permissions the enable partitioning of Proactive Contact Avaya Aura® Workforce Optimization Control Manager supports Avaya Aura® Workforce Optimization (WFO) integration allowing a number of WFO administration features to be managed by Control Manager: • Centralized Management for WFO. • Manage WFO Users and Agents from Control Manager. • Manage WFO Agent Skills Assignment. Control Manager supports WFO Releases 12 and 15, including the Avaya Call Recording feature and the Workforce Management (WFM) feature. For the integration of Avaya Call Recording with Control Manager, you must do the integration through the WFO integration configuration - Agent Synch Interface. For the integration of WFO with Control Manager, you must first configure a batch folder in WFO and Control Manager applications, configure the timer frequency of the batch operations, set a location for the log file of WFO, create an extension number in WFO, and configure WFO from Control Manager. For detailed information about WFO integration, see Configuring Avaya Control Manager and Using Avaya Control Manager to Administer Avaya Products. Avaya one-X® Agent Using Control Manager, you can manage the Avaya one-X® Agent client configurations. The Avaya one-X® Agent feature within Control Manager can manage the following key administration functions: • Configuration server for client authentication • Profile management • Template management • Contact history storage of all the users • Multiple client authentication modes support such as basic authentication, SSO, and mixed • Hot-desking support • Multiple domain support • LDAP-based provisioning of users Control Manager supports a tool for migration of data from the Avaya one-X® Agent Central Management (CAM) database to the Control Manager Avaya one-X® Agent database. The
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migration service is offered from Avaya Professional Services only. For more information about the migration tool, contact Avaya Support. Administration of Avaya one-X® Agent is part of the standard Control Manager offer and includes the following components:
Component Description Central Management A database that stores the configuration of Avaya one-X® Agent clients. Database Configuration Service A web service that communicates with Avaya one-X® Agent clients for authentication, and retrieving and storing client data. Administration Portal A web portal for administrators to manage the profiles of Avaya one-X® Agent clients and other administrative parameters.
Avaya one-X® Agent administration from Control Manager also supports the following features: • When the Avaya one-X® Agent log file reaches a certain size, the system creates another log file to store the log information. The system creates a new log file after every 24 hours. • For the Avaya one-X® Agent users who changed their template during their logged on period, Control Manager administration of Avaya one-X® Agentprovides an option to determine whether to prevent overriding the template changes with the client side values in the user profile. • While creating a new Avaya one-X® Agent template, if you specify a template name which is already assigned to another template, the system displays an error message. Note: If the Avaya one-X® Agent template already has a contact list, you cannot create your own standalone contacts through Avaya one-X® Agent administration on Control Manager. In this case, you can use the softphone and add the standalone contacts through the work log. For detailed information about Avaya one-X® Agent administration on Control Manager, see Administering Avaya one-X® Agent Using Avaya Control Manager. How Control Manager integrates with Avaya one-X® Agent The following diagram and steps show the process for integrating Control Manager with Avaya one-X® Agent:
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1. The Avaya one-X® Agent client sends an HTTP request to the centralized admin web service layer.
Note: The web services can be distributed across the 1-N servers. 2. Each web service accesses the Control Manager database with the user’s credentials. 3. The database layer retrieves the entire configuration of the desired Agent. 4. The Avaya one-X® Agent client receives the configuration data as an XML file generated by the application layer. Avaya Oceana® Control Manager supports the following Avaya Oceana® administrative capabilities: • Create, edit, and delete agents • Create, edit, and delete Work Assignment attributes • Configure Work Assignment channels and multiplicity per agent • Assign Work Assignment attributes and proficiency to agent • Set agent supervisor
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• Bulk updates of agent properties • Configure system parameters • Support up to 15 instances • Support video-enabled agents • Create, edit, and delete email templates • Edit email settings • Configure email signature settings • Configure email deferral codes • Add, edit and delete partition groups, user groups and Routing services groups • Assign or remove the assignment of partition groups, analytics user groups and routing services groups to users. • Create and configure thresholds for Avaya Analytics™ • Configure service and reserve level thresholds • Configure Channel Exclusivity global settings • Add users for Workspaces • Add users for the supervisor reporting dashboard for Workspaces • Assign reporting access to Workspaces users • Configure agent timeout for the Avaya Oceana® and Avaya Workspaces (for Call Center Elite) • Configure a default “Not Ready” reason code for the Avaya Oceana® and Avaya Workspaces (for Call Center Elite) • Configure Auto answer timeout for a provider • Configure Auto answer for a user profile template • Assign a user profile template with Auto answer to an agent • Create routing service groups for Work Assignment Support for the Avaya Oceana® applies to Enterprise configurations.
Multiple location support Control Manager provides the ability to manage unlimited number of locations and Avaya systems that can be linked into a single administration entity. The Control Manager location-based administration provides the customer with the ability to manage everything based on a “location” instead of using an approach that forces you to manage "IP address/system" schemas. Every single call or contact center object that is managed in the Control Manager environment (VDN, vector, skill, agent, extension and more) is assigned to a location and provisioned to the
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relevant Avaya system based on that location from a single web interface that integrates to all the Avaya Aura® Communication Manager systems within the environment. Users who have permission to manage multiple locations in Control Manager can select from a list of those locations to filter their interface to only display objects and information pertaining to the selected location or locations.
Dial plan specifications Different locations Use the same Dial Plans in different Control Manager locations where different Communication Manager systems are located is allowed and valid. The example below shows how you can assign the same set of agent extensions and VDNs across two different locations.
Locations Agent Numbering VDN Numbering 1 1000 to 1500 2000 to 2100 2 1000 to 1500 2000 to 2100
Same location The ability to assign the same numbering to different entities is supported within the same location. Note: “Next Available Number” functionality cannot be used within a single location if you want to assign the same numbering to different entities. The following table represents a valid dial plan even though there is overlapping numbering for different objects, as long as “Next Available Number” is not used:
Location Agent Numbering VDN Numbering 1 1000 to 1500 1000 to 2000
If there is a requirement to use the “Next Available Number” functionality, unique numbering must be used.
Location Agent Numbering VDN Numbering Notes 1 1000 to 1500 1000 to 2000 This is not valid 1 1000 to 1500 1501 to 2000 This is valid
Conversation Sphere Control Manager Conversation Sphere is a Web-based designer studio that enables the users to design processes within Control Manager. With Control Manager Conversation Sphere, users can use a single flow to create the entire routing cycle between Experience Portal applications (Enterprise only), Communication Manager vectors, and more.
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Conversation Sphere allows a user to do the following: • Openly design any conversation and connect multiple Avaya designing environments in one screen • Access conversations based Control Manager permissions • Import/export conversations • Validate vectors • Save draft conversations before uploading the conversation to the system • Manage multiple versions of a conversation • Fully document conversation steps • Synchronize vectors and VDNs from Communication Manager For further information, see Using Avaya Control Manager Conversation Sphere.
Bulk Action portal The Bulk Action portal enables users manage multiple change actions in addition to the single change mechanism already available. This simplifies and speeds up implementation of multiple changes for the management users. The feature supports bulk add, bulk edit, and bulk delete entities across the following Avaya products: • Communication Manager • Avaya Aura® Call Center Elite • Avaya Aura® Messaging • Avaya Aura® Call Center Elite Multichannel • Avaya Aura® Contact Center • Avaya Interaction Center • Avaya Aura® System Manager • Avaya Call Management System (CMS) The Bulk Action portal supports changes to the following entities: • User or Agent provisioning
Note: - You cannot add Oceana agents in bulk. You can add existing Elite agents in bulk to Oceana by specifying additional details such as Oceana supervisor, attributes, and channels. - You cannot add Workspaces for Elite agents in bulk. You can update existing Elite agents in bulk to Workspaces for Elite.
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• Extensions • Subscribers • VDNs • Skills • Dial plan range • Oceana attributes, supervisors, channels assignemnt to agents The completion time of bulk changes depends upon the number of changes and the specific applications involved. The following table provides some guidance on execution timing but timing maybe shorter or longer depending on factors such as network latency.
Product Approximate Change Time Communication Manager The first connection from the bulk action is 2 seconds plus 300 ms per second Avaya Aura® Messaging The first connection from the bulk action is 2 seconds plus 500 ms per second Avaya Aura® Contact Center The first connection from the bulk action is 2 seconds plus 1 second per second Avaya Interaction Center The first connection from the bulk action is 2 seconds plus 1 second per second Avaya Aura® System Manager The first connection from the bulk action is 2 seconds plus 1.5 seconds per second CMS agents, VDNs, skills The first connection from the bulk action is 2 seconds plus 500 ms per second CMS users The first connection from the bulk action is 2 seconds plus 2 seconds per second
Bulk skill assignment Bulk skill assignment is a unique self-service feature in Control Manager that enables users to access an efficient process to create a one-time skill assignment command to multiple Agents. • Users, Supervisors and Administrators can view only specific Agents according to their permissions. • Bulk skill assignment is supported by the Control Manager Schedule Server service. • The bulk skill provisioning supports systems such as Avaya Aura® Call Center Elite, Avaya Aura® Contact Center, Interaction Center, Avaya Aura® Call Center Elite Multichannel, and Avaya Aura® Workforce Optimization.
User interface design Control Manager development continues to make improvements to the user experience by introducing updates to the user interface based on the Windows Store design found with products
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starting with Microsoft Windows 8. This interface is light and quick. It provides a more intuitive user experience by saving time and effort in operational administration updates, simplifying the overall configuration process. This new interface uses “Tiles” to group different entities within Control Manager. For this release, the following Control Manager portals and screens have been enhanced to support HTML 5 design: • Configuration • Media • Bulk Action • Reporting • Role management Permissions tab • License tracker • Conversation Sphere • Schedule Also included is a Tile Pinning feature that users can use to create a shortcut to any Control Manager portal, screen, and function. This is a powerful personalization feature providing faster access and execution. You can use the Location feature to filter one or more locations so that the system displays information related only to the selected locations. The following illustration shows the main components of the current Control Manager interface:
Call-out Component Name Description 1 Tiles For navigation between Control Manager screens. Table continues…
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Call-out Component Name Description 2 Search box To quickly navigate and search for information. This search box can be used instead of the tile for navigation. It appears at the top of the screen. 3 Breadcrumb To see the last screens that the user navigated. By clicking on a breadcrumb link, the user can toggle between screens. 4 PIN To create a shortcut of the existing page. The shortcut is created as a tile. 5 Personalization To control numerous personalized parameters within their environment 6 Location Filter To select a specific location or locations to view.
Centralized license tracker (Enterprise only) Control Manager license tracking captures the license usage across systems that are part of the Avaya environment. The service provides the following capabilities: • Centralized view to capture license usage including historical tracking across those systems that have been integrated with Control Manager. • Real-time license usage monitoring • Sends proactive alerts (notifications) on license usage/peaks so that you can be alerted of the potential need to buy more as you get close to your currently used quantity. • Enables tracking of trunks and capacity measurements to better analyze the overall traffic and its impact to the overall solution. Note: The Avaya Aura® Contact Center application cannot currently be tracked as all licenses are not tracked on PLDS. The following is an example of the license tracker dashboard.
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For further information about the Control Manager Centralized License Tracker tool, see Using Avaya Control Manager Central License and Traffic Tracker.
Support for SNMP messages Control Manager provides SNMP support with a notification service to send SNMP traps/alarms to one or more IP addresses configured as the destination addresses of the SNMP Manager. The SNMP Manager support can be implemented only when: • The following components are operational: - Control Manager Database - Apache Tomcat - Control Manager Notification Service • The user running the SNMP monitored service has read/write permissions to the service’s folder. • SNMP Manager is configured in Configuration Portal. For detailed information about Control Manager SNMP support, see Avaya Control Manager Events, Alarms, and Errors Reference.
Microsoft Active Directory integration (Enterprise only) The Control Manager LDAP integration capability allows administrators to configure Control Manager to work with the Microsoft Active Directory version used on the Windows Server software. Users from Active Directory can be automatically synchronized to Control Manager and all relevant Avaya systems with their permissions including SSO (Single Sign-On) authentication.
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Important:
The LDAP support in Control Manager is limited to Microsoft Windows Active Directory only. The following features are enabled through Active Directory Provisioning: • User Management – Manage user records and their permissions across the different applications that Control Manager integrates with. • Agent Management – Provision Agents into Communication Manager and related systems. • Extension Management – Provision extensions into the Communication Manager based on Control Manager Templates. • Messaging Subscribers – Provision Messaging Subscribers into the Avaya Aura® Messaging system based on templates. • Synchronization – Support synchronization of users and agents from Microsoft Active Directory so that users and agents are reflected in associated Control Manager and Communication Manager systems. Control Manager Integration to Active Directory is done through Active Directory Group Mapping to the Control Manager object. Each Control Manager role can be mapped to a specific Active Group and the group mapping between the Control Manager Roles and the Active Directory group enables administrators to provision Users from Active directory directly into Control Manager and all of the relevant Avaya systems within the environment. Within Control Manager each Extension Template can mapped to an Active Directory group. This mapping enables the administration of extensions into the Communication Manager directly from Active Directory. Active Directory integration also enables the provisioning of Users/Agents into a specific part of an organizational chart. This is achieved by mapping a specific Control Manager team to an Active Directory group to facilitate the provisioning. Based on the mapping between an Active Directory group and a Control Manager team, the Windows Provisioning Server service is able to provision a user by the following means. • Assigning the User to a team in the Control Manager Organization Chart. • Provisioning the User to the relevant Avaya systems based on the assigned Location (the Control Manager Team is assigned to a Control Manager Location Based Architecture in the Control Manager Organization Chart).
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About Control Manager support for SAML SSO authentication Control Manager supports Single Sign-on (SSO) using the Security Assertion Markup Language (SAML) 2.0 protocol. Control Manager supports the following SAML providers: • OpenAM 13.0 • Oracle WebLogic 12.2 • OneLogin Note: The SAML authentication is not available for Avaya one-X Agent Portal. Control Manager supports SAML 2.0 with the HTTP-POST binding. If you use SSO, you can have only one authentication method, that is, you can use SSO either with LDAP or with SAML. With the SSO authentication, you can browse to any Control Manager portal using a single log-on. You need not to log on to different portals separately. The SAML Identity Provider that you configure in Control Manager authenticates all user names and passwords. To configure the SAML authentication, you must do the following: • enable SAML at the system level, • define a SAML Identity Provider server and the rules for connecting the Identity Provider, and • configure the Control Manager users to use the SAML authentication type. When you enable and configure SSO with SAML on Control Manager, you must use a specific Web URL to connect to the Avaya Control Manager portal.
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Using SAML for SSO is an advanced security function. Therefore, for the configuration, you must have a good working knowledge of: • Configuration and maintenance procedures of your Identity Provider server. • Concepts of Security certificate. • Use and management of the Security certificate on Windows and the Identity Provider server operating systems. The procedures in this chapter assume that you have this level of knowledge and experience. Using digital signing on SAML requests and responses Optionally, you can configure SAML authentication to use digital signing. For additional security, you can configure Control Manager to sign the authentication request to the Identity Provider. You can also configure Control Manager to validate the assertion response from the Identity Provider. To configure Control Manager to sign the authentication requests, add a certificate to your Control Manager server and configure the certificate with a friendly name. Control Manager uses NETWORK SERVICE when signing the requests, so you must give the NETWORK SERVICE account full control on the private key. You can then edit the Control Manager configuration to use this certificate to sign the authentication requests. If you configure your Identity Provider Server to sign assertion responses, then you must edit the Control Manager configuration to use the Identity Provider public key certificate to validate the responses.
Schedule Server service The Schedule Server service is a feature that allows users to schedule administrative tasks. The tasks you can schedule are any administrative action that Control Manager supports. It provides the ability to schedule administrative tasks on a daily, weekly, and monthly time frame. There are two different types of scheduled tasks within Control Manager:
Scheduled Tasks Description Delayed Save Actions Control Manager enables users to delay a save action from the Control Manager user interface. In every system screen there are two different save icons. • Standard Save button - for immediate execution. • Delayed Save button - for scheduled execution. Bulk Jobs Control Manager enables users to set up bulk administrative jobs to be run on a set schedule. For more information on bulk jobs, see Bulk Action portal on page 34.
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Control Manager API and SDK (Enterprise and Avaya Oceana® only) The Control Manager SOAP API is a set of web services that enable developers to integrate to the Windows Provisioning Server service to add, delete, or modify configurations in the Avaya environment. The Control Manager SOAP API was designed as an integral part of the Control Manager Architecture and enables the management of users, agents, extensions, skills management, and other key entities across the Avaya environment. The Control Manager REST API (Web API) provides additional features to the Control Manager UI that interacts with Control Manager. The REST API is an HTTP-based RESTful OData API that is used to query, create, update, and delete data. For more information about SOAP and REST API, download the Using the Avaya Control Manager SOAP API and the Using the Avaya Control Manager REST API guides from the Avaya DevConnect portal. The Control Manager application server provides external system integration capabilities: • Almost any system can be integrated to Control Manager. • Standard SOAP or REST integration provides quick implementation. • Managed integration from the Control Manager UI. • Integration samples include Non-Avaya WFM systems and Recording systems. Control Manager API also supports the use of Control Manager templates and profiles which you can use to: • Create an agent with the “default” settings including Control Manager Skills Management and skill levels. • Simplify the API usage by reducing the number of parameters to just 1. The following is an example of the Control Manager API flow:
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• The external application calls the Control Manager Web Services API. • Authentication process. Every request that goes through the Control Manager API must use a Control Manager user name and password for authentication. All the Control Manager roles and permissions are also enforced on the API. So if your API user does not have permissions to perform a certain operation, the user is rejected. • If the authentication was successful, the request arrives at the application server. • The application server transforms the request into the Windows Provisioning Server service format. • The Windows Provisioning Server service provisions the information into the relevant Avaya systems. • After the Windows Provisioning Server service successfully updates the integrated Avaya systems, the Control Manager database is updated with the configuration change. Control Manager API and SDK Notes Developers wanting to integrate with Control Manager can write their own custom code in any programming language to send administration requests to Control Manager over the REST or SOAP API. The Control Manager API includes a sample application. The sample application covers the following administration features: • Adding a new user • Updating a user
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Note: The first name and last name updated in the sample form is for Local Language fields. • Deleting a user • Adding an agent • Updating an agent • Deleting an agent • Adding an Extension • Updating an Extension • Deleting an Extension • Retrieving a list of users • Retrieving a list of agents • Retrieving a list of extensions • Adding an application and a role to a user • Retrieving a list of skills assigned to an agent • Updating agent skills
API Integration Examples Description Identity Management Requirement is to provision every new extension that is created into a 3rd party application; for example, MindCTI call accounting system: • The customer develops a custom code that provisions an extension into the MindCTI call accounting system. • Control Manager is configured to send every add/ change/delete command of an Extension to the custom connector 3rd Party Call Recording Requirement is to provision every new contact center agent that is created into a Nice recording system • The customer develops a custom code that uses the NICE API to provision new agents. • Control Manager was configured to send every add/change/delete command of an agent to the custom connector. • As a result Control Manager was integrated to 3rd party Call Recording solution and provisions Agents
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For more information about SOAP and REST API, download the Using the Avaya Control Manager SOAP API and the Using the Avaya Control Manager REST API guides from the Avaya DevConnect portal.
Visual Phone (Enterprise only) Control Manager Visual Phone is a self-service web based application that enables users, supervisors, and contact center agents to manage their own phone features from a graphical user interface. See the following example of the user interface:
The Visual Phone application includes: • Drag and drop interface. • Phone button assignment management.
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• Password reset. • Permissions support to secure only specific button assignments. • Supports SSO login. • Supports the following endpoints:
1603 6408+ 9630SIP 1608 6408D 9640 1616 9608 9640SIP 2410 9608SIP 9641SIP 2420 9611 9650 4610 9611SIP 9650SIP 4612 9620 H229 4620 9620SIP H239 4621 9621 H249 4622 9621SIP 4624 9630
Reports portal Control Manager has a new Reports portal that provides a user the ability to create administrative reports based content that are stored within the Control Manager database. The reporting portal provides the following key capabilities: • Users can create and customize administrative reports utilizing “drag and drop” report creation mechanisms. • Users can save personal reports, share reports or create permissions to view. • Reports can be grouped by; Sorted and Data can be summarized. • Reports support both CSV and HTML formats The Control Manager administrative reports include information such as: • Users • Roles and permissions • Organizational structure • Extensions • Skills • VDNs
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Resource Management portal The Resource Management portal allows a user to perform a variety of tasks such as reserving an Avaya ID for a certain object ID when that object is deleted, administering templates, administering dial plans, and so on. The ID is locked for a defined period and cannot be used until after that period or until it has been manually unlocked.
Profile Manager Wizard The Profile Manager Wizard allows management users to automate the on-boarding of new users by utilizing pre-defined user profile templates. With this new Profile Manager Wizard, super-users can create, modify and delete lower level user profiles offering a significant saving in time. In addition to the existing supported templates for extensions, VDNs, agents and messaging, this release of Control Manager introduces the following new templates to support the Profile Manager Wizard: • Extension • VDN • Skill • Agent • Messaging • SIP • Avaya Aura® Contact Center User Template • Avaya Interaction Center User Template • Avaya one-X® Agent Templates A profile can be a combination of many variables including the following: • Contact Center Properties, for example, agent configurations • Contact Center Applications, for example, Avaya Aura® Call Center Elite Multichannel, CMS, and others • Unified Communication Properties – Stations, messaging subscribers, SIP user, etc. The Profile Manager Wizard allows users to make the following changes. • Add a new profile • Edit an existing profile • Delete a profile • Search for a profile
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• Clear search results
Web Based Media Distribution Portal The Media Distribution Portal provides the ability to centrally manage WAV media files and distribute the files across various Unified Communication and Contact Center applications that are part of the Avaya Aura® Contact Center solution. A single media file can be distributed to multiple applications/products within the Avaya environment. The following file transfer protocols are supported: • FTP • SFTP • HTTP • HTTPS • Samba • TFTP • Custom web service All key activities within the Media Portal are fully audited by Control Manager.
File Type Maximum File Size MP3 20 MB WAV 20 MB
Role cloning Control Manager provides the ability to copy, modify and reuse existing roles saving considerable time by removing the need to create a completely new role each time one is required.
Audit Log With Audit Logging, changes within the Avaya environment get logged into an audit log table so the entire change history of the environment is available for review. There are three types of Audit Logs that are managed by Control Manager: • System Audit Log – tracks all changes that are done on different entities within the system including changes that are done directly within Communication Manager (through SAT). • Control Manager Admin changes – shows changes that are done to administrative data within Control Manager (Configuration section).
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• Control Manager List History – shows all of the commands that have been run on the Communication Manager system. Control Manager uses List History to get details about any changes made directly on the Communication Manager system. Users access the Audit Logs using the Audit Log Portal and every change that was made in the environment will be shown in the audit log. The main audit log page displays the audited objects, location, user that performed the change, and the time/date of the change.
Cut-through to Communication Manager system administration terminal (SAT) Control Manager provides an option that allows you to access administration on a Communication Manager system through a SAT terminal emulation screen. With this option, you can administer all devices which include a cut-through to a SAT terminal session without opening a separate SAT session window for each device. To use this feature, you must create a dedicated user in Control Manager. For detailed information about accessing a Communication Manager system through a SAT terminal emulation screen, see Using Avaya Control Manager to Administer Avaya Products.
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Product compatibility For the latest Control Manager compatibility matrix, go to the following link on Avaya Support: https://secureservices.avaya.com/compatibility-matrix/menus/product.xhtml?name=Control +Manager When to use Control Manager vs. System Manager Avaya has established the following guidelines for when to use Control Manager and when to use System Manager: • In the Avaya Oceana®, System Manager will be the platform for initial deployment of Avaya Oceana® components. Control Manager will be the platform for administration of day-to-day contact center operations. • Use System Manager for Team Engagement (Unified Communications) solutions. Communication Manager must be a managed element of the associated System Manager deployment. • Use Control Manager as an overlay to System Manager to manage Customer Engagement (Contact Center) and agent management. The following is a summary of the management usage, and whether the management solution is mandatory or optional:
Usage Administration approach Comments Avaya Oceana® Control Manager and System Both Control Manager and System deployments Manager (both mandatory) Manager are always included in the solution. Enterprise deployments with System Manager mandatory With Avaya Aura® 7.x, System Avaya Aura® Release 7.x Manager 7.x is a mandatory and 8.x solution element With Avaya Aura® 8.x, System Manager 8.x is a mandatory solution element Table continues…
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Usage Administration approach Comments Enterprise deployments with System Manager (optional) Avaya Aura® Release 6.x System Manager (mandatory with Session Manager, Avaya Breeze® platformBreeze, and Presence Services) Contact Center deployments Control Manager (optional) and Traditional Call Center Elitestack with Call Center Elite and System Manager (mandatory) (with or without Call Center Elite Avaya Aura® Release 7.x Multichannel, CMS, Avaya one-X® and 8.x Agent, WFO, Experience Portal, and Proactive Contact). System Manager is required with Avaya Aura® 7.x and 8.x. Contact Center deployments Control Manager (optional) and Traditional Call Center Elitestack for TDM/H.323 deployments System Manager (optional) and (with or without Call Center Elite with Call Center Elite and System Manager (mandatory with Multichannel, CMS, Avaya one-X® Avaya Aura® Release 6.x or Session Manager, Avaya Breeze® Agent, WFO, Experience Portal, earlier platformBreeze, and Presence and Proactive Contact). Services)
Software requirements
Supported operating system requirements Control Manager supports the following the operating systems: • Microsoft Windows Server 2019 Standard or Datacenter Edition • Microsoft Windows Server 2016 Standard or Datacenter Edition • Microsoft Windows Server 2012 R2 Standard or Datacenter Edition For Microsoft Windows Server and Microsoft SQL Server combinations, see Supported Microsoft Windows Server and Microsoft SQL Server combinations on page 54. Control Manager supports English, German, and Japanese Microsoft Windows Server operating system installations. Related links Operating system considerations on page 51 Operating system considerations Host names in server hosts file You should add the host name and FQDN of every Control Manager server and adjunct integrated as part of the deployment to the hosts file of every Control Manager server. If you do this and
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DNS fails, the servers and adjuncts can still communicate with each other using the host name entered during installation. IPv4 and IPv6 support Control Manager supports both IPv4 and IPv6 within a Control Manager deployment. IPv4 is the default setup on all Windows servers in a Control Manager deployment. If a customer wants to use IPv6, they must administer their Windows servers to operate in a Dual Stack environment. That is, the customer must activate IPv6 support in addition to IPv4 on their Control Manager servers and within their network. To use IPv6 between Control Manager servers and other Avaya products and solutions that also support IPv6, the other Avaya products and solutions must also support IPv6 and be administered to use IPv6 either exclusively or in a Dual Stack environment with both IPv4 and IPv6. The following table lists the connections supported between Control Manager and other Avaya products and other related systems when using IPv6. Note that not all connections support IPv6. All of the listed connections are supported by default with IPv4.
Connection from Control Manager to... IPv6 Status Control Manager installer to database connections Supported Control Manager inter-process communication Supported HTTPS on the web client Supported HTTPS on the API client Supported SNMP Supported SMTP Supported SQL Server database connection Supported Active Directory authentication Supported Active Directory sync Supported WebLM Supported Avaya Agent for Desktop Not Supported Avaya Analytics™ Supported Call Center Elite Multichannel database Not Supported CMS and CMS database Supported Communication Manager Supported Avaya Aura® Contact Center Not Supported22 Experience Portal Not Supported Interaction Center, Interaction Center database (Microsoft SQL Server), and Not Supported Interaction Center database (Oracle) Avaya IQ Not Supported Avaya Aura® Messaging Supported Avaya Oceana® Supported Table continues…
22 Avaya Aura® Contact Center 7.0.3 does not support IPv6.
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Connection from Control Manager to... IPv6 Status Avaya one-X® Agent Not Supported Proactive Contact Not Supported System Manager, Session Manager, and Presence Services Supported Avaya Workspaces (for Call Center Elite) Supported WFO Not Supported
Supported database server software requirements Control Manager supports the following Microsoft SQL Server software editions on every database server: Microsoft SQL Server versions Supported editions 2019 Enterprise Standard Express 2017 Enterprise Standard Express 201623 Enterprise Standard Express 201424 Enterprise Standard Express 201225 Enterprise Standard Express
Important: When installing Microsoft SQL Server 2012 or 2014 versions, ensure that the software build of that version supports TLS 1.2. For information about hardware and software requirements of Microsoft SQL Server 2016 and 2017, see the Microsoft documentation. You must install the Microsoft SQL Server software on servers that are using the Microsoft Windows Server operating system. You cannot use any other operating system software.
23 Control Manager 9.0 is tested with Microsoft SQL Server 2016 SP1. 24 Control Manager 9.0 is tested with Microsoft SQL Server 2014 SP3 25 Control Manager 9.0 is tested with Microsoft SQL Server 2012 SP4
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Important: Create a user login ID on the Microsoft SQL database servers that are a full administrative member of the Sysadmin server role. You can use this login ID during the installation of the Control Manager software. Create the user login ID and the password and note these items for later use. Use this login ID during installation only but not for the application during the operation. Important: When creating database user passwords while installing the Microsoft SQL software or while upgrading the Control Manager software, you must agree to use: • Passwords that are 8-14 alphanumeric characters long. • Passwords with upper case and lower case letters. Do not use long and complex database passwords because of limitations with the Control Manager installation software.
Supported Microsoft Windows Server and Microsoft SQL Server combinations The following table shows the supported Microsoft Windows Server and Microsoft SQL Server combinations in Control Manager 9.0.1. Note: The Control Manager database stores only the configuration data of the Control Manager system. The database size can vary between 2 to 10 GB. However, the database size can increase up to the stated footprint, if Avaya one-X Agent Central Management, audit logging, and License Tracker features are enabled.
Microsoft SQL Server Edition Microsoft Windows Server 2019 Enterprise 2019 Standard Express 2017 Enterprise 2019 Standard Express 2017 Enterprise 2016 Standard Express 201626 Enterprise 2016 Table continues…
26 Control Manager 9.0.1 is tested with Microsoft SQL Server 2016 Service Pack 2
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Microsoft SQL Server Edition Microsoft Windows Server Standard Express 2014 27 Enterprise 2012 R2 Standard Express 201228 Enterprise 2012 R2 Standard Express
Supported client Web browser and client operating system software requirements
The client OS used to access the Control Manager user interface must support the following client Web browsers: • Apple Safari 13 or higher • Google Chrome 85 or higher • Microsoft Edge 44 or higher • Microsoft Internet Explorer 11 • Microsoft Edge Chromium 85 • Mozilla Firefox 80 or higher Note: By design, Single Sign-On (SSO) functionality is available only with Internet Explorer. You must allow pop-ups on all browsers used to access the Control Manager user interface. Avaya recommends that you use a minimum screen resolution of 1920 x 1080 when using the Control Manager UI. Lower screen resolutions may cause portions of the screen to not display properly. Control Manager supports browser usage within a Citrix XenApp environment.
Supported antivirus software McAfee Endpoint Security Platform Version 10.2.0.620 product is certified to operate with Control Manager. You can install Antivirus software on the Windows servers where you deployed Control Manager.
27 Control Manager 9.0.1 is tested with Microsoft SQL Server 2014 Service Pack 3 28 Control Manager 9.0.1 is tested with Microsoft SQL Server 2012 Service Pack 4
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Important: You must temporarily disable McAfee Endpoint Security, or any antivirus software you have installed, while you install or upgrade the Control Manager software. Re-enable the antivirus software after you complete the installation or upgrade.
Supported third-party software Control Manager supports several versions of third-party applications. The following software are supported: • .NET 4.8 • JAVA: Zulu 8.38.0.10-SA-win64 • Tomcat: 9.0.20
Certificate requirements The Control Manager browser interface requires that the customer install signed certificates to provide secure access (HTTPS). The signed certificates can be provided by a public or private Certificate Authority (CA). To install certificates on the Control Manager servers, the servers must have access to the CA. Self-signed certificates cannot be used in a production system. The customer must install certificates on the Control Manager application servers (ACM-APP-1) for All-in-One or Dual host. The customer must install certificates on both Control Manager application servers in an HA configuration (ACM-APP-1 and ACM-APP-2). The customer must install certificates on both Control Manager UI servers (ACM-UI-1 and ACM- UI-2).
Java Runtime Environment requirements Control Manager supports only specific versions of Java Runtime Environment (JRE). This version of Control Manager installs OpenJDK Runtime Environment (Zulu 8.38.0.10-SA-win64). Important: • Updating to an unsupported version of JRE can cause Control Manager to stop working and can require the reinstallation of the Control Manager server. • When upgrading Control Manager 8.1 to Control Manager 9.0, JRE is updated to version Zulu 8.38.0.10-SA-win64 and you need to check java paths are correctly updated to point to new JRE. • When upgrading Control Manager 8.1 to Control Manager 9.0 which has externally updated JDK version lower than Zulu 8.38.0.10-SA-win64 then you must update JRE to
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version Zulu 8.38.0.10-SA-win64 and check java paths are correctly updated to point to new JRE. • When upgrading Control Manager 8.1 to Control Manager 9.0 which has externally updated JDK version Zulu 8.38.0.10-SA-win64 or higher version then you need not update JRE but check java paths are correctly updated and pointing to externally installed JDK location.
Virtualization support Avaya Control Manager operates on the following virtualized software platforms: • VMware vSphere ESXi 6.7 • VMware vSphere ESXi 6.5 • VMware vSphere ESXi 6.0 • VMware vSphere ESXi 5.x • IBM Bluemix IAAS offer, VMware Hypervisor option Note: VMware support includes VMware HA and vMotion. This is applicable only for Control Manager application server. For database server, refer to Microsoft SQL Server documentation.
Caution: When using ESXi, ensure that the guest OS does not assign a new MAC address during startup. If the host gets a new MAC address, it could cause the Control Manager license service to not start and access to the Control Manager might fail.
Caution: Control Manager software is not currently distributed using an Open Virtualization Archive (OVA) file. Any older OVA files must be discarded and not used to install Control Manager software. Verify that you have downloaded the latest version of Control Manager software, which is provided as an ISO download.
Amazon Web Services support Control Manager supports installation on Amazon Web Services (AWS). Support for AWS is limited to Elastic Compute Cloud (EC2)-hosted application and database servers, with the Microsoft SQL database server being separately installed on an EC2 instance. The AWS Relational Database Service (RDS)-based Microsoft SQL server is not supported because of restrictions imposed by AWS RDS. The EC2 virtual machine selected must have a resource footprint equal to or greater than the hardware and VMware requirements published for Control Manager.
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Important: Starting October 1, 2020, Avaya will no longer provide separate certification for Control Manager on AWS. If you choose to install Control Manager on AWS, this setup will be treated as an on-premise installation for support purposes. Avaya will not support any limitations, restrictions, or differences in the behavior of Control Manager arising out of a deployment in AWS or any other Infrastructure as a Service (IaaS) provider. However, Avaya continues to support users who deploy Control Manager on AWS before October 1, 2020.
Transport Layer Security (TLS) support Control Manager supports TLS 1.2 for secure communications for database connections and connections to other Avaya products. The following table lists the TLS 1.2 connections supported for Control Manager.
Connection from Control Manager to... TLS 1.2 Status Control Manager installer to database connections Supported Control Manager inter-process communication Some internal services use non- HTTPS channels HTTPS on the web client Supported HTTPS on the API client Supported SQL Server database connection Supported Active Directory authentication Supported Active Directory sync Supported WebLM Supported Avaya Agent for Desktop Supported Avaya Analytics™ Supported Call Center Elite Multichannel database Not Supported CMS Supported via SSH CMS Informix database* Not Supported Communication Manager SSH strong cipher support for OSSI connections Avaya Aura® Contact Center Not Supported Experience Portal Supported Interaction Center API Not Supported Interaction Center database (Microsoft SQL Server) Supported Interaction Center database (Oracle) Supported Avaya IQ Not Supported Avaya Aura® Messaging Supported Table continues…
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Connection from Control Manager to... TLS 1.2 Status Avaya Oceana® Supported Avaya one-X® Agent Supported Presence Services Supported Proactive Contact Not Supported Session Manager Supported System Manager Supported Avaya Workspaces (for Call Center Elite) Supported WFO Supported (uses Windows shared folder permissions to secure)
* Not applicable for CMS19 onwards as there is no CLINT support
Hardware and virtualization requirements Before you install a new setup, upgrade an existing setup, or expand Control Manager servers, ensure that the configuration meets at least the minimum hardware or virtualization requirements. Ensure that you have a processor with 2.4 GHz x64 or higher. If you observe performance issues with the minimum processor spec, Avaya recommends you to increase the recommended processor. Basic footprint29 You can use the Basic footprint, formerly known as Enterprise Legacy footprint, for both Non-HA and HA deployments. The following table lists the hardware requirement for Basic footprint:
Server Minimum Recommende Memory Minimum Hard Mazimum Hard Processor d Processor Disk Space Disk Space Control 4 Core 8 Core 12 GB 100 GB 300 GB Manager Processor Processor Server Database 4 Core 8 Core 12 100 GB 300 GB server Processor Processor
Standard footprint The Standard footprint, formerly known as Enterprise Standard, is the go-forward and standard capacity offering for both Non-HA and Multiplex HA deployments. The Standard footprint option offers two Control Manager application servers and the Microsoft SQL Server AlwaysOn cluster. The following table lists the hardware requirement for Standard footprint:
29 Used for dual-host Non-HA configurations, this footprint is backward compatible with Control Manager 8.0 for Oceana and Enterprise customers who do not want to add additional hardware for a standard footprint setup.
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Server Minimum Recommende Memory Minimum Hard Mazimum Hard Processor d Processor Disk Space Disk Space Control 4 Core 8 Core 16 GB 100 GB 300 GB Manager Processor Processor Server Database 4 Core 8 Core 24 100 GB 300 GB server Processor Processor
Oceana Co-Resident footprint30 The following table lists the hardware requirement for Oceana Co-Resident footprint:
Server Processor Processor Memory Minimum Hard Maximum (Minimum) (Recommende Disk Hard Disk d) Control 4 Core 8 Core 16 GB 100 GB 300 GB Manager server Processor Processor Database 12 Core 12 Core 24 GB 100 GB Depends on server Processor Processor usage31
Server Minimum Recommende Memory Minimum Hard Mazimum Hard Processor d Processor Disk Space Disk Space Control 4 Core 8 Core 16 GB 100 GB 300 GB Manager Processor Processor Server Database 12 Core 12 Core 24 GB 100 GB Depends on server Processor Processor usage32
All-In-One (AIO) footprint33 The AIO Enterprise setup offers a single host configuration without a High Availability (HA) support. This configuration hosts a single server for both application software and database software. This configuration supports only the Microsoft SQL Server Express. The following table lists the hardware requirement for AIO Enterprise footprint:
30 DR, Single-Site Campus HA, and Lab configurations are available for Oceana Co-Resident footprint. The Lab configuration is available only for trial or PoC purposes. In this configuration, Control Manager and Oceana Context Store database instances co-reside on the same SQL Server. 31 Oceana Context Store database disk requirements can vary randing from 400 GB to 6 TB. Refer to the Oceana documentation for more details. Control Manager usage is 300 GB. 32 Oceana Context Store database disk requirements can vary ranging from 400 GB to 6 TB. Refer to the Oceana documentation for more details. Control Manager usage is 300 GB. 33 This configuration does not support HA. It is not recommended for production deployment and is suitable only for trial or lab purposes.
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Server Processor Processor Memory Minim Maxim (minimum) (recommended) um um Hard Hard Disk Disk AIO Production 8 Core Processor 8 Core Processor 12 GB 100 300 GB GB AIO Server Lab 4 Core Processor 8 Core Processor 12 GB 100 300 GB GB AIO Oceana Co- 12 Core Processor 12 Core Processor 24 GB 100 300 resident GB GB
Note: For the above configurations, the virtualized machine and hardware requirements are nearly the same. However, there are a few minor changes to the specifications. For more information about footprint requirements for the Microsoft SQL Server database, refer to the product documentation at https://docs.microsoft.com. Related links Optional load balancer server configuration on page 61 Microsoft SQL AlwaysOn server configuration on page 62
Optional load balancer server configuration You can install a load balancer server to manage the distribution of administrative users accessing the Control Manager application servers. This configuration is part of the Control Manager Multiplex HA feature. A software load balancer deployment uses a VMware server to host the load balancer software and a pair of Control Manager application servers. The operating system required for the load balancer VMware server depends on the software load balancer the customer purchases. For additional information about hardware requirements, see the Hardware Recommendations page on the HAProxy website. The HAProxy load balancer is certified to operate with Control Manager. You can deploy other load balancers in the same way as the HAProxy load balancer. But Avaya has not tested other products to operate with Control Manager. Note: The HAProxy support is provided on a best-effort basis. Avaya does not assure that HAProxy will be compatible with the future versions of Control Manager, as HAProxy is not a part of Control Manager. You must download the HAProxy software separately. The following table lists the minimum virtual server resource requirements for the software load balancer server:
Server Processor Processor Memory Hard (Minimum) (Recommended) Disk Software load 4 Core 8 Core Processor 12 GB 300 balancer server Processor GB
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Microsoft SQL AlwaysOn server configuration The Microsoft SQL AlwaysOn server configuration supports the Control Manager application software on one or two application servers and the Microsoft SQL AlwaysOn database software on two separate database servers. This configuration is part of the Control Manager Multiplex HA feature. Important: When deploying an SQL AlwaysOn configuration, you must have identical database servers. The following tables list the minimum hardware and virtual machine requirements for the SQL AlwaysOn server configuration:
Server Processor (Minimum) Processor Memory Hard Disk (Recommended) Control Manager 4 Core Processor 8 Core Processor 16 GB 300 GB Server Database Server 4 Core Processor 8 Core Processor 32 GB 700 GB
Note: For the above configurations, the virtualized machine and hardware requirements are nearly the same. However, there are a few minor changes to the specifications. For more information about footprint requirements for the Microsoft SQL Server database, refer to the product documentation at https://docs.microsoft.com. Related links Hardware and virtualization requirements on page 59
Supported endpoints Control Manager supports administration of the following endpoints:
1603 6408+ 9621SIPCC 1608 6408D 9630 1616 6408D+ 9630SIP 6416D+ 9640 2410 6424D+ 9640SIP 7104A 9641 2420 7406D 9641SIP 9641SIPCC Table continues…
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2500 8403B 9650 4601+ 8405B 9650SIP 4602+ 8405D 4606 8410B 4610 8410D CTI 9404 CallrID CS1k-39xx CS1k-ana CS1k-IP 4612 9600SIP CTI 4620 9601 DS1FD 4620SIP 9601+ DS1SA 9608 4621 9608SIP 4622 9608SIPCC H.323 4624 9610 4625 9611 4630 9611SIP 603E1 9611SIPCC Virtual 603F1 607A1 6210 9620 WCBRI 6402 9620SIP XMOBILE 6402D 9621 6408 9621SIP
Control Manager does not support administration of the following endpoints as these are mapped to other endpoints:
Display Name Internally mapped with E129 9630SIP Equinox Client 9641SIP Equinox for Web 9641SIP Equinox Attendant 9630SIP B179 9630SIP B189 9620 H175 9641SIP Vantage 9641SIP Table continues…
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Display Name Internally mapped with H229 9641SIP H239 9641SIP H249 9641SIP J129 9630SIP J169 9611SIP J179 9611SIP J169CC 9611SIPCC J179CC 9611SIPCC
Localization support Control Manager 9.0.1 allows two administrators to browse the same instance of Control Manager in different languages. The Control Manager “tile design” user interface screens are supported for the following languages.
G14 Countries Language China Simplified Chinese China Traditional Chinese Japan Japanese Korea Korean India English Australia English France French Germany German Italy Italian Russia Russian UK English Canada French/English US English
The Control Manager software supports the following Windows operating systems: • English • German • Japanese
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Microsoft SQL Server database collation is supported for all supported user interface languages. Control Manager has been tested with the following SQL Server level collation settings: • English (SQL_Latin1_General_CP1_CI_AS) • German (Latin1_General_CI_AS) • Japanese (Japanese_CI_AS)
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About reference configurations Avaya Control Manager offer two deployment options: • An optional load balancer that distributes the load for users accessing to the Control Manager administrative user interface. This feature operates in a Single or Dual Data Center environment. • The Microsoft SQL database software with the AlwaysOn feature enabled. This feature operates in a single or Dual Data Center enviornment. Configurations that use either the optional software load balancer feature or the Microsoft SQL AlwaysOn feature are known as “Multiplex HA” configurations. The configurations using either or both of these features are defined as follows: • When you use either a pair of application servers or the software load balancer and the SQL AlwaysOn feature, it is known as the “Multiplex HA 2x2” configuration. That is, two Control Manager application servers administered in standalone mode or optionally managed by the software load balancer, and two Microsoft SQL database servers managed by the AlwaysOn feature. You can have a maximum number of two application servers and two database servers in this configuration. • If you install only one Control Manager application server (no redundancy) and two Microsoft SQL database servers managed by the AlwaysOn feature, this is known as the “Multiplex 1x2” configuration. You can have a maximum number of one application server and two database servers in this configuration. • If you install two Control Manager application servers, optionally managed by the software load balancer, but only one Microsoft SQL database server (no redundancy), this is known as the “Multiplex 2x1” configuration. You can have a maximum number of two application servers and one database server in this configuration. Related links Optional software load balancer application server configuration on page 68 Microsoft SQL AlwaysOn database server configuration on page 71 Multiplex HA 2x2 default configuration — Dual application servers and Microsoft SQL AlwaysOn database servers on page 72 Multiplex HA 2x2 optional configuration — load balanced application servers and Microsoft SQL AlwaysOn database servers on page 74 Muliplex HA 1x2 configuration — single application server and Microsoft SQL AlwaysOn database servers on page 75
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Multiplex HA 2x1 configuration — load balanced application servers and single SQL database server on page 76 Multiplex HA configurations for dual data centers on page 77
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Optional software load balancer application server configuration The software load balancer is a recommended, but optional, feature you can use in a Control Manager deployment. The load balancer provides highly available access to the Control Manager administrative user interface and allows a larger number of administrators to access the system simultaneously. The software load balancer configuration is part of the new Control Manager Multiplex HA feature. The software load balancer evenly distributes all administrator login requests automatically across the Control Manager application servers. You can only have a maximum of two application servers. Note: All service level configuration uses 'localhost' as a host-name instead of APP server's host- name. When the application servers are installed, one application server is designated as the primary application server (ACM-APP-1) and the other application server is designated as the secondary application server (ACM-APP-2). Initially, the following services called independent services run only on the primary application server (ACM-APP-1) and will be in paused state on the secondary application server (ACM-APP-2): • Audit Log • AD Sync • Sync Service • License Tracker • Schedule Server If the primary application server (ACM-APP-1) fails, subsequent login requests are automatically redirected to the secondary application server (ACM-APP-2).Those users that were connected to the primary application server (ACM-APP-1) that failed are redirected to the secondary application server (ACM-APP-2). Users must log on again to the Control Manager user interface. In this case, the system switches these independent services on the secondary application server to the Running state. When the primary application server is operational again, the system pauses these independent services on the primary application servers. If the secondary application server (ACM-APP-2) goes down, subsequent login requests are automatically redirected to the primary application server (ACM-APP-1). Those users that were connected to the secondary application server (ACM-APP-2) that failed are redirected to the primary application server (ACM-APP-1). Users must log on again to the Control Manager user interface. Since the independent services noted above are still running on the primary application server (ACM-APP-1), the system administrator only needs to repair the secondary application server (ACM-APP-2) to get it operational again. At that time, logon requests will again be distributed across both application servers.
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Note: From this release of Control Manager administrator need not manually intervene in case of fail-over and fail-back. If the primary application server (ACM-APP-1) fails then all the independent services are running on (ACM-APP-1) will automatically switch to the secondary application servers(ACM-APP-2) and secondary application server will become primary by switching paused service into running state and vice versa. For more information about recovering from this failure, see Maintaining and Troubleshooting Avaya Control Manager. The HAProxy load balancer (https://www.haproxy.com/) product has been certified to operate with Control Manager. Other products can provide the same features. Required features include session affinity and the ability to redirect user requests to alternate application servers in case of failovers. It is up to the customer to decide which load balancer to use. Control Manager documentation provides instructions for the HAProxy product, but many software load balancers can be deployed in the same fashion.
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Note: If a fail-over happens then it will be handled by Independent service component within Control Manager, no manual intervention is required start the independent services on secondary server. Related links About reference configurations on page 66
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Microsoft SQL AlwaysOn database server configuration The Microsoft SQL AlwaysOn feature provides an HA and disaster recovery solution for the Avaya Control Manager databases. Control Manager supports the AlwaysOn feature with Microsoft SQL Server 2017 Enterprise Edition or Microsoft SQL Server 2016 Enterprise Edition. Control Manager does not support the AlwaysOn feature with Microsoft SQL Server 2014 or Microsoft SQL Server 2012. This configuration is part of the new Control Manager Multiplex HA feature. Microsoft SQL AlwaysOn makes available two technologies for this feature: Availability Groups and Failover Clustering Instances. Control Manager supports only the Availability Groups technology. Control Manager deploys the SQL AlwaysOn Availability Group over a Windows Server Failover Cluster (WSFC) in a active-passive mode. The primary Control Manager database is created on the primary database server (ACM-SQL-1). The primary database is linked together with the secondary database server (ACM-SQL-2) to form an AlwaysOn availability group. You can have a maximum of two database servers in this configuration. Both databases will be in a full recovery mode to avoid any data loss in case of a database server failure. If the primary database server (ACM-SQL-1) fails, the secondary database server (ACM- SQL-2) automatically takes over normal operations. This is also true in the opposite direction. To the end user, there is no change to normal operating procedures. The user might see the current operation fail temporarily, but after the switchover occurs, the operation can be retried successfully without any special user intervention. A Listener Virtual IP provides a common access point for all the Control Manager applications and services.
The SQL AlwaysOn feature is the recommended option with Control Manager. Related links About reference configurations on page 66
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Multiplex HA 2x2 default configuration — Dual application servers and Microsoft SQL AlwaysOn database servers You can use a pair of Control Manager application servers in combination with the Microsoft SQL AlwaysOn database server configuration. You can have a maximum number of two application servers and two database servers in this configuration. In this configuration, the Control Manager administrative users manually decide which Control Manager application server to log into. If one Control Manager application server is out of service, they just use the other Control Manager application server. The Microsoft SQL AlwaysOn database configuration works in the same manner, using one of the database servers as the active database server based on the AlwaysOn software. This configuration is known as the Multiplex HA 2x2 alternate configuration.
Control Manager 9.0.1 supports Multiplex HA with SQL Server Standard Basic Availability Groups (BAG). However, Microsoft SQL Server restricts BAG to include only one database because a Control Manager deployment extends over several databases, multiple BAGs are required, one for each Control Manager database. Due to this, it causes a network or server failure for BAGs to failover databases to the secondary replica, while others remain on the primary replica. If this condition
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occurs, Control Manager does not function, as its databases reside in two servers. This behavior is an important distinction when comparing against Multiplex HA with AlwaysOn Availability Groups, which includes multiple databases in one AAG, and therefore, all fail to a secondary replica. The customer must accept this possibility of scattered databases with BAG, as it is Microsoft SQL Server Standard's behavior. If this is not acceptable, then the recommended deployment is AlwaysOn Availability Groups available through Microsoft SQL Server Enterprise. There are no procedures from Control Manager to move from Basic Availability Groups to AlwaysOn Availability Groups if you choose to move to AAG in the future. A BAG can span only one primary and one secondary replica. BAG does not support the following: • Read-access on the secondary replica • Backups on the secondary replica • Integrity checks on secondary replica Refer to Microsoft documentation for the full list of limitations with Basic Availability Groups. Related links About reference configurations on page 66
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Multiplex HA 2x2 optional configuration — load balanced application servers and Microsoft SQL AlwaysOn database servers When you combine the software load balancer application servers with the Microsoft SQL AlwaysOn database servers, you have an optional Multiplex HA 2x2 configuration. You can have a maximum number of two application servers and two database servers in this configuration.
Related links About reference configurations on page 66
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Muliplex HA 1x2 configuration — single application server and Microsoft SQL AlwaysOn database servers You can use a single Control Manager application server in combination with the Microsoft SQL AlwaysOn database server configuration. You can have a maximum number of one application server and two database servers in this configuration. In this configuration, the Control Manager administrative users have only one Control Manager application server to log into. If the Control Manager application server is out of service, users cannot access the Control Manager system for administrative changes. The Microsoft SQL AlwaysOn database configuration works in its normal manner, using one of the database servers as the active database server based on the AlwaysOn software.
Related links About reference configurations on page 66
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Multiplex HA 2x1 configuration — load balanced application servers and single SQL database server You can use the software load balancer application server configuration with a single Microsoft SQL database server using the regular Microsoft SQL Server software. This is known as the Multiplex HA 2x1 configuration. You can have a maximum number of two application servers and one database server in this configuration.
Related links About reference configurations on page 66
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Multiplex HA configurations for dual data centers Multiplex HA with the AlwaysOn SQL software support dual data centers. Traditional availability groups spanning more than one data center requires that all servers must be joined to the same Active Directory domain. Different domains, even trusted domains, do not work. For more information, see: Create a domain-independent availability group You can add new secondary replicas to an existing AlwaysOn group. For more information, see: Add a replica to your Always On Availability group using the Availability Group Wizard in SQL Server Management
Related links About reference configurations on page 66
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Capacity and scalability specification The system capacity with this release is based on two factors: • The solution type. • The server physical hardware and virtual resource setup. You must use the solution type to determine the required size of your physical hardware and virtual resources to get the capacities you require. In this section, the tables contain a set of base feature capacities for each of the different solution types. The last capacity table combines information from the deployment type tables and the desired capacities to determine the required server configuration to give you the capacities you need. Avaya Oceana®, and Avaya Workspaces (for Call Center Elite) capacities These are the standard capacities for new installations. These capacities apply to Enterprise, Avaya Oceana®, and Avaya Workspaces Call Center Elite deployments using the Microsoft SQL Server AlwaysOn feature.
Capacity item Standard or Basic Express Oceana capacity Per instance Overall Overall Oceana Agents 13,500 25,000 900 Oceana Supervisors 1,350 2,500 90 Agents per supervisor 100 Attributes per service 10 Attributes per agent 100 - 500 100 34
Attributes in the system 3,000 9,000 100 Email templates system- 3,000 9,000 300 wide Table continues…
34 Depending on the Oceana footprint, Control Manager supports 500 attributes per user for up to 2000 Oceana users, per Oceana system. For more details, see the Oceana documentation.
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Capacity item Standard or Basic Express Oceana capacity Per instance Overall Overall Email templates per 300 900 100 category Deferable contacts 10 per agent Named Services 3,000 9,000 100 Named Services 2,000 3,000 100 available for transfer Partitions/data access 100 300 10 groups
Enterprise capacity Capacity item Standard Basic35 Express Enterprise Per instance36 Overall Per instance Overall Overall capacity Agents 20,000 150,000 20,000 55,000 900 Avaya 22,000 25,000 22,000 25,000 900 Workspaces for CC Elite agents Extensions 40,000 150,000 20,000 125,000 1,800 Skills 1,500 10,000 1,500 10,000 100 VDNs 4,500 60,000 4,000 50,000 100 Vectors 4,000 20,000 4,000 20,000 100 Announcement 1,000 10,000 1,000 10,000 100 s Locations 150 250 150 250 10 Messaging 50,000 600 subscribers Agent Groups 2,00037 300 100 Provisioned 1,000 100 admins/ supervisors Concurrent Non-HA: 70-75 70-75 5 admins/ HA: 140-150 supervisors Dedicated 5 2 1 instances Table continues…
35 Basic capacity was previously known as Enterprise Legacy capacity. 36 An instance is translated to a “stack” containing zero or one instance of CM, System Manager, Avaya Messaging, and CMS 37 2,000 for CMS agent groups. Capacity for other agent groups 300.
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Capacity item Standard Basic35 Express Enterprise Per instance36 Overall Per instance Overall Overall capacity Avaya one-X 25,000 900 Agent users (Enterprise only)38 Avaya one-X 8,000 600 Agent concurrent logins (Enterprise only) SAT changes 20,000 per day, 3 months retention N/A captured via Syslog
35 Basic capacity was previously known as Enterprise Legacy capacity. 36 An instance is translated to a “stack” containing zero or one instance of CM, System Manager, Avaya Messaging, and CMS 38 Each user is assumed to have one one-X Agent profile. If there are more than one profile per user on average, the total number of users supported will be lower.
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About security features of Control Manager The Control Manager application includes a state-of-the-art granular permissions mechanism which allows users to secure every single feature, tab, field, and button across the main Unified Communication and Contact Center applications and systems. With permission engine, an administrator can control the user permissions or a group of users with the same role at the organization. The permission engine which a user or supervisor can view, and which actions they can perform for each application; thus, restricting users to see only the team or group to which they belong. The Control Manager user interface requires that you use a secure HTTPS protocol for increased security. You must install the signed certificates on the system. Control Manager also complies with several security requirements, including the following standards: • Transport Layer Security (TLS) 1.2 compliance. • General Data Protection Regulation (GDPR). For more information, see General Data Protection Regulation (GDPR) on page 81.
General Data Protection Regulation (GDPR) Control Manager provides the controls and methods to operate in a General Data Protection Regulation (GDPR) compliant environment. Control Manager does not receive or store any end- Customer personal information. Agent data is needed as part of operational data and its processing and storage is expected to be agreed upon under Employee Contract by the organization deploying Control Manager. All such data is stored either on Microsoft Windows Servers (application logs) or the Microsoft SQL database. Microsoft Windows Server has strong access control built in. The Agent data in logs appears only in debug or trace mode. Microsoft SQL database also has similar Role Based Access Control (RBAC) access control built in. Encryption of data at rest is supported by Microsoft’s Transparent Data Encryption (TDE) technology, which it supports for its SQL Server database.
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Port assignments For Control Manager port assignments, see Avaya Control Manager Port Matrix available on the Avaya support Web site at support.avaya.com.
Permission engine features The Control Manager permission engine enables administrators to: • Utilize a “tailor made” permissions engine that allows control of each aspect of the application. • Set up multi-tenancy support. • Have the flexibility to filter users, VDNs, and skills based on the permissions of each user. • Implement Active Directory integration (Enterprise only).
Password Rules Management Control Manager also includes the ability to manage password rules. The table below describes the different parameters that can be managed
Rule Description Password will expire in (days) The number of days before the password expires and the user must to renew the password. # days before password expires The number of days before the password expires. The user gets a warning message during the login process to change the password. Min. Password Length The minimum number of characters in a password. Min # of upper case letters (A-Z) The minimum number of upper case letters that must appear in a password. Min # of lower case letters (a-z) The minimum number of lower case letters that must appear in a password. Min # of Digits (0-9) The minimum number of digits that must appear in a password. Min # of special characters The minimum number of special characters that must appear in a password. Table continues…
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Rule Description Force password change on new users Requires users that are created within Control Manager to change their password during the first login the first time they login. # of last passwords not allowed The defined number of previous passwords with which the user's current password should not match. The default value is 10. You can change this to any desired value, although the maximum value you can set for this field is 24. Password should not contain user login Your password must not contain your login name, neither in part nor in whole. For example, if your login name is user01, your password cannot include user01, userpw, or useruser. Allowed number of successive characters from The defined number of consecutive characters of same class the same character class or character type. For example, you can define how many consecutive characters of the following types users can enter in their passwords: 0-9, a-z, or A-Z. By default, the value is 4, meaning that users can enter upto a maximum of 4 consecutive characters of the same character type. You can change this value as required.
Note: Password rules do not apply when you create or edit users using bulk actions or API, or sync users from Lightweight Directory Access Protocol (LDAP) or System Manager (SMGR).
HTTP Strict Transport Security HTTP Strict Transport Security (HSTS) is a web security policy mechanism that helps to protect websites against protocol downgrade attacks and cookie hijacking. HSTS allows Web servers to declare that Web browsers must interact with using only the secure HTTPS connections, and never through the insecure HTTP protocol. HSTS is an optional security enhancement that a web application specifies a using a special response header. Once a supported browser receives this header, HSTS prevents any communication to the specified domain from being sent over HTTP and instead, sends the header over HTTPS. HSTS also prevents HTTPS click-through prompts on browsers.
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Securing Control Manager and SQL Server connections
Securing and encrypting communication between Control Manager and SQL Server SQL Server uses Transport Layer Security (TLS) to encrypt data that is transmitted across a network between an instance of SQL Server and Control Manager. TLS encrypts this data within the protocol layer and is available to all supported SQL Server clients. TLS is used for server validation when the Control Manager connection requests encryption. If the instance of SQL Server runs on a computer that assigned a certificate from a public certification authority, the identity of the computer and the instance of SQL Server are certified by a trusted root authority through a series of certificates. Such server validation requires that the computer on which the Control Manager application is running be configured to trust the root authority of the certificate that is used by the server.
Creating SHA-256 certificate on Certificate Authority Server About this task Use this procedure for creating a SHA-256 certificate on the Certificate Authority server. Before you begin Check the hash algorithm using the command certutil -getreg ca\csp \CNGHashAlgorithm. This command returns the algorithm being used. If this command returns with SHA256, skip this procedure. Procedure 1. Run this command to configure the CA to use SHA-256 for CNG Hashes certutil - setreg ca\csp\CNGHashAlgorithm SHA256. 2. Restart Certificate Services using the command net stop CertSvc && net start CertSvc. 3. If the root CA is not SHA-256 enabled, then migrate the server. Use the following steps: a. To generate a new CA certificate, open Run command and type mmc.exe. b. In the Certificate Authority (Local) Snap in, right-click the CA and select All Tasks > Renew CA Certificate . You can keep the existing keys or create new keys, but the Signature Hash Algorithm for the Certificate must change to SHA-256. c. Change to the command prompt and execute this command certutil -getreg ca\csp\CNGHashAlgorithm.
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Enabling or disabling SSL and TLS 1.2 on Control Manager About this task
Use the following steps on all server that run the Control Manager application server and the SQL Database server to: • Disable SSL 2.0, TLS 1.0, TLS 1.1 • Enable TLS 1.2 Procedure To enable or disable TLS, go to the Microsoft documentation at https://docs.microsoft.com/ and search for Transport Layer Security (TLS) registry settings.
Creating a certificate signing request About this task Use this procedure for creating a certificate signing request. Procedure 1. Install a server certificate on the server where you have the SQL Server database. 2. On the Run window, enter mmc.exe. 3. Create a certificate signing request.
Note: You must initiate the certificate request from the server where you want to install the certificate.
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4. Click Next. 5. Right-click and select Personal > Certificates > Advanced Operations > Create Custom Request.
6. In the Select Certificate Enrollment Policy screen, select Proceed without enrollment policy and click Next. 7. In the Certificate Enrollment screen, select (No template) Legacy key from the Template drop-down list and click Next. 8. Click the Details tab and then click Properties. 9. In the Certificate Properties window, perform the following steps: a. In the Friendly name field enter the name for the certificate. b. In the Description field, describe the certificate.
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10. In the Subject tab, perform the following steps: a. From the Type drop-down list, select Common name. b. In the Value field, type CN. c. Click Add. d. To assign an alternate name, from the Type drop-down list, select DNS. e. In the Value field, type the values for FQDN, Hostname, and IP Address of the SQL Database server: f. Click Add. 11. Click the Extensions tab, perform the following steps: and select server authentication as Extended Key Usage (applicable policies). a. Select Key usage from the drop-down list and then select Extended Key Usage (applicable policies). b. In the Available options pane, select Server Authentication. 12. Click the Private Key tab, perform the following steps: a. From the Key size drop-down list select 2048. b. Select Exchange as the Key type option. 13. In the Certificate Enrollment window, select a file location to create the certificate request. 14. Click Finish.
Signing the certificate Before you begin Ensure that the certificate is signed by a certificate authority. Procedure 1. On the Web browser, type the URL of certificate server as https://
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6. On the Submit a Certificate Request or Renewal Request page, select the appropriate certificate template.
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7. Click Submit. 8. Click Yes and download the certificate.
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9. Save the certificate and confirm that the certificate is SHA256-Certificate.
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10. Download the root–ca certificate from the certificate authority.
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11. Click Yes to download the certificate.
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12. Verify the CA certificate is SHA-256.
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Installing a new SHA-256 certificate based on new RootCA on Control Manager server About this task To install a new SHA-256 certificate based on new RootCA on the Control Manager server, follow the procedure in Installing Avaya Control Manager for Enterprise - Non-High Availability.
Enabling encrypted connections to the database engine (SQL Server Configuration Manager) About this task Use the following procedure to enable encrypted connections.
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Procedure 1. Install a certificate on the server. For steps, see Installing a certificate on the server on page 95. 2. Configure the SQL Server to accept encrypted connections. For steps, see Configuring the SQL server to accept encrypted connections on page 99. 3. Encrypt a connection from SQL Server Management Studio. For steps, see Encrypting a connection from SQL Server Management Studio on page 102.
Installing a certificate on the server About this task Use this procedure for installing the certificate on the server. Procedure 1. On the Start menu, click Run. 2. In the Run window, type MMC and click OK. The system opens MMC console. 3. Navigate to File > Add/Remove Snap-in. The system opens the Add/Remove Snap-in dialog box. 4. Select Certificates and click Add.
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The system opens the Certificates snap-in dialog box. 5. In the Certificates snap-in dialog box, click Computer account, and then click Finish.
6. In the Add Standalone Snap-in dialog box, click Close. 7. In the Add/Remove Snap-in dialog box, click OK. 8. In Certificates snap-in, expand Certificates > Personal right-click Certificates and select All Tasks and then click Import.
The system opens the Certificate Import Wizard dialog box. 9. In Certificate Import Wizard, click Browse and add the certificate you created from the location where you saved.
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Note: For more information about adding a certificate to a computer, see the Windows documentation. 10. Click Next.
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After importing the certificate, ensure that the certificate has the private key symbol on the certificate.
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Note: • Import the certificate from the same store which was used to create the certificate signing request. • If you want the certificate and key files separately, export the .cer file in the base– 64 format only, from the server where you installed the certificate. • You can generate the Key file using the command openssl pkcs12 in
Configuring the SQL server to accept encrypted connections About this task Use the following procedure to configure the SQL server to accept encrypted connections: Procedure 1. In SQL Server Configuration Manager, expand SQL Server Network Configuration, right- click Protocols for
2. In the Protocols for
Note: If the certificate does not appear in the drop-down list, check if the SQL server is running under a different account than Local System/Network service. Change either the SQL service account or the install the certificate under the corresponding user credentials. 3. If the SQL service does not start or gives certificate chain errors, check if the SQL service is running. If the SQL service is running in a different account as local system, then the Server certificate must be given permissions to gain access to Private Key.
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4. Select the Manage Private key for the server certificate and select the account which is used to start the SQL service. The server is NT Service\MSSQLSERVER. 5. Grant full access to this user with MSSQLSERVER.
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6. Select the Server certificate and click OK.
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7. Restart the SQL Server service.
Encrypting a connection from SQL Server Management Studio About this task Use the following procedure to encrypt a connection from SQL Server Management Studio. Procedure 1. On the tool bar Object Explorer > Connect > Database Engine. The system opens the Connect to Server dialog box. 2. In the Connect to Server dialog box, complete the connection information, then click Options. 3. Click the Connection Properties tab and check the Encrypt connection check box.
Verifying encryption Control Manager and SQL Server About this task Use the following procedure to verify if the encryption between Control Manager and SQL server is working:
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Procedure 1. Use these SQL Select query to verify the encryption:
• SELECT encrypt_option FROM sys.dm_exec_connections WHERE session_id = @@SPID
• SELECT session_id, connect_time, net_transport, encrypt_option, auth_scheme, client_net_address FROM sys.dm_exec_connections
2. Go to Internet Explorer confirm the encryption.
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3. Alternatively, you can confirm the encryption using the Get-TlsCipherSuite powershell command. 4. Open powershell on the Control Manager and SQL server, then execute (Get- TlsCipherSuite).Name command.
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August 2021 Avaya Control Manager Overview and Specification v9.0.1 105 Comments on this document? [email protected] Chapter 8: Licensing requirements
Licensing requirements Avaya provides a Web License Manager (WebLM) to manage licenses of one or more Avaya software products for your organization. WebLM facilitates easy tracking of licenses. To track and manage licenses in an organization, WebLM requires a license file from the Avaya Product Licensing and Delivery System (PLDS) website at support.avaya.com through PLDS. Control Manager 9.0 supports the integration of WebLM and the configuration of WebLM Server.
License compliance and enforcement using WebLM This feature allows administrator to implement standard license compliance and enforcement using WebLM. Administrators can edit applications only if the license status is active for each application. Applications can have one of the following status: • No License: If the feature is not enabled in WebLM. • Active: If the feature is enabled and in the Active status. • Inactive: If the feature is enabled but not in the Active status. Related links WebLM-supported features for Control Manager on page 106
WebLM-supported features for Control Manager The following table lists the licensed feature enforcement supported in WebLM: • Avaya Oceana® • Avaya Analytics™ • Avaya Workspaces for Elite • Communication Manager • Avaya Call Management System • Avaya Aura® Call Center Elite Multichannel • Avaya one-X® Agent
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• Avaya Agent for Desktop • Avaya Interaction Center • Avaya Proactive Contact • Avaya Aura® Workforce Optimization • Avaya Call Recording • Avaya Aura® Experience Portal • System Manager • Avaya Aura® Contact Center • Work Assignment • Avaya Aura® Messaging The following are the basic functionality supported in Control Manager: • Active Directory • External systems • Application Enablement Services • Synchronization Manager • Configure number of concurrent users. • Configure number of Control Manager servers. Internal license feature enforcement supported in WebLM S.No Internal feature name Description How to enforce 1 FEAT_CNTLMGR_OCEANA Enable management of the Toggles On or Off per Control Avaya Oceana® product. Manager instance. 2 FEAT_CNTLMGR Enable management of the Toggles On or Off per Control _ANALYTICS Avaya Analytics™ product. Manager instance. 3 FEAT_CNTLMGR Enable management of the Toggles On or Off per Control _WORKSPACES Avaya Workspaces for Elite Manager instance. product 4 FEAT_CNTLMGR _CM Enable management of the Toggles On or Off per Control Communication Manager Manager instance. product 5 FEAT_CNTLMGR _CMS Enable management of the Toggles On or Off per Control Avaya Call Management Manager instance. System product 6 FEAT_CNTLMGR _EMC Enable management of the Toggles On or Off per Control Avaya Aura® Call Center Manager instance. Elite Multichannel product. 7 FEAT_CNTLMGR _1XA Enable management of the Toggles On or Off per Control Avaya one-X® Agent product Manager instance. Table continues…
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S.No Internal feature name Description How to enforce 8 FEAT_CNTLMGR_AAFD Enable management of the Toggles On or Off per Control Avaya Avaya Agent for Manager instance. Desktop product 9 FEAT_CNTLMGR_IC Enable management of the Toggles On or Off per Control Avaya Interaction Center Manager instance. product 10 FEAT_CNTLMGR_PC Enable management of the Toggles On or Off per Control Avaya Proactive Contact Manager instance. product 11 FEAT_CNTLMGR_WFO Enable management of the Toggles On or Off per Control Avaya IX™ Workforce Manager instance. Engagement Select product 12 FEAT_CNTLMGR_ACR Enable management of the Toggles On or Off per Control Avaya Call Recording Manager instance. product 13 FEAT_CNTLMGR_AAEP Enable management of the Toggles On or Off per Control Avaya Aura® Experience Manager instance. Portal product 14 FEAT_CNTLMGR_SMGR Enable management of the Toggles On or Off per Control System Manager SIP Manager instance. application feature 15 FEAT_CNTLMGR_AACC Enable management of the Toggles On or Off per Control Avaya Aura® Contact Manager instance. Centerproduct 16 FEAT_CNTLMGR_AAM Enable management of the Toggles On or Off per Control Avaya Aura® Messaging Manager instance. product 17 FEAT_CNTLMGR_WA Enable management of the Toggles On or Off per Control Work Assignment product Manager instance. 18 FEAT_CNTLMGR_BASE Enable basic Control Toggles On or Off per Control Manager functionality. It Manager instance. includes these functionalities: • app_nav360, ad (Active Directory) • app_vv, es (external systems) • aes (Application Enablement Services) • app_ssm (synchronization manager) Table continues…
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S.No Internal feature name Description How to enforce 19 VALUE_CNTLMGR_USERS Number of concurrent users. Capacity limit Control Manager keeps track of number of active users. 20 VALUE_CNTLMGR_SERVE Number of Control Manager Capacity limit RS servers. Control Manager will request 1 count from WebLM when it starts up, and will free up 1 count when it shuts down. If all licence counts are used then the customer must place a new full order.
Related links License compliance and enforcement using WebLM on page 106
WebLM license modes WebLM supports the following three modes for license checking: • Normal mode • Grace mode • Restricted mode Normal mode The Normal mode is a condition of no license violations. In this mode, the Control Manager instance gains access to WebLM and shares the latest license information. Grace mode The Grace mode is a condition where a customer is given a 30–day grace period, If the WebLM license is unavailable or license is expired. In this mode, the Control Manager web UI indicates that the Control Manager system is experiencing licensing problem and the customer must apply a valid license in 30 days to avail continued access. If a valid license is provided in WebLM server, then on restarting License Server service, Control Manager operates in Normal mode.
Restricted mode Control Manager enters the Restricted mode once the Grace mode expires without addressing the licensing problem. Users cannot log into the Control Manager system and the Provisioning Service
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does not start when the system is in the Restricted mode. See Maintaining and Troubleshooting guide for how to recover from Restricted mode.
About the Control Manager WebLM license file grace period You can access Control Manager for up to 30 days without a Product Licensing & Delivery System (PLDS) license file installed on WebLM server. The WebLM Grace period operates as shown in the following illustration:
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Note: For a new installation, all connectors and features works until the Grace mode period expires. When the system moves to the Grace mode, administrators see a warning messages indicating about the number of days left in Grace mode. This mode continues until you configure a valid WebLM server with correct Control Manager license. If you do not install a new license, you cannot to log on to the system after the Grace period expires.
Viewing WebLM licenses Before you begin After you complete the WebLM server configuration and then restart the Licensing Server service. About this task Use this procedure to check licenses usage. Procedure 1. On the Control Manager home page click, Configuration > Licenses > Licenses List. 2. Select localhost and click Edit. 3. Click on the Licenses Info tab, the license usage count is displayed.
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August 2021 Avaya Control Manager Overview and Specification v9.0.1 112 Comments on this document? [email protected] Chapter 9: Resources
Documentation The following table lists the documents related to this product. Download the documents from the Avaya Support website at http://support.avaya.com.
Title Description Overview Avaya Control Manager Overview and This document describes the features and specifications for the Specification Control Manager product. Planning Planning for an Avaya Control This document describes the planning and prerequisites that Manager Deployment (formerly known customers must follow before deploying Control Manager. as Avaya Control Manager Customer Requirements) New Installation Installing Avaya Control Manager This document describes how to install, configure, and test the non-HA and Multiplex HA deployments of Control Manager. Upgrades Upgrading Avaya Control Manager This document describes how to upgrade the Enterprise, and non-HA Enterprise, Control Manager systems from an earlier release to the current release. The document includes upgrade checklist, upgrade procedures, and verification procedures for each supported upgrade path. Configuration Configuring Avaya Control Manager This document describes how to configure Control Manager to work with other Avaya products. Avaya Control Manager Release This document contains any special release information, upgrade Notes steps, and known issues. Avaya Control Manager Port Matrix This document describes the port usage for Control Manager. Administration Using Avaya Control Manager to This document describes how to use Control Manager to Administer Avaya Products administer features on Avaya products. Administering Avaya one-X® Agent This document describes how to use Control Manager to Using Avaya Control Manager administer Avaya one-X® Agent. Table continues…
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Title Description Administering an Avaya Experience This document describes how to use Control Manager with Portal Sample Application Using Experience Portal. Avaya Control Manager Administering Avaya Control Manager This document describes how to use Control Manager to for Avaya Agent for Desktop administer Avaya Agent for Desktop. Events and Alarms Avaya Control Manager Events, This document describes the SNMP notifications for Control Alarms, and Errors Reference Manager. Using Using Avaya Control Manager This document describes how to use Control Manager Conversation Sphere Conversation Sphere to administer vectors, strategies, and call flows. Using Avaya Control Manager Central This document describes how to use Control Manager Central License and Traffic Tracker License and Traffic Tracker. Maintenance and Troubleshooting Maintaining and Troubleshooting This document describes maintenance procedures and Avaya Control Manager troubleshooting scenarios for Control Manager.
Avaya Control Manager API docs The following table lists the API documents related to this product. Download the documents from the Avaya DevConnect portal at https://www.avaya.com/devconnect.
Title Description Using the Avaya Control Manager SOAP API This document describes how to use the SOAP version of the Control Manager API. Using the Avaya Control Manager REST API This document describes how to use the REST version of the Control Manager API.
Finding documents on the Avaya Support website Procedure 1. Go to https://support.avaya.com. 2. At the top of the screen, type your username and password and click Login. 3. Click Support by Product > Documents. 4. In Enter your Product Here, type the product name and then select the product from the list. 5. In Choose Release, select the appropriate release number. The Choose Release field is not available if there is only one release for the product.
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6. In the Content Type filter, click a document type, or click Select All to see a list of all available documents. For example, for user guides, click User Guides in the Content Type filter. The list only displays the documents for the selected category. 7. Click Enter.
Accessing the port matrix document Procedure 1. Go to https://support.avaya.com. 2. Log on to the Avaya website with a valid Avaya user ID and password. 3. On the Avaya Support page, click Support By Product > Documents. 4. In Enter Your Product Here, type the product name, and then select the product from the list of suggested product names. 5. In Choose Release, select the required release number. 6. In the Content Type filter, select one or more of the following categories: • Application & Technical Notes • Design, Development & System Mgt The list displays the product-specific Port Matrix document. 7. Click Enter.
Avaya Documentation Center navigation The latest customer documentation for some programs is now available on the Avaya Documentation Center website at https://documentation.avaya.com. Important: For documents that are not available on Avaya Documentation Center, click More Sites > Support on the top menu to open https://support.avaya.com. Using the Avaya Documentation Center, you can: • Search for content by doing one of the following: - Click Filters to select a product and then type key words in Search. - From Products & Solutions, select a solution category and product, and then select the appropriate document from the list. • Sort documents on the search results page.
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• Click Languages ( ) to change the display language and view localized documents. • Publish a PDF of the current section in a document, the section and its subsections, or the entire document. • Add content to your collection by using My Docs ( ). Navigate to the Manage Content > My Docs menu, and do any of the following: - Create, rename, and delete a collection. - Add topics from various documents to a collection. - Save a PDF of selected content in a collection and download it to your computer. - Share content in a collection with others through email. - Receive collection that others have shared with you. • Add yourself as a watcher using the Watch icon ( ). Navigate to the Manage Content > Watchlist menu, and do the following: - Enable Include in email notification to receive email alerts. - Unwatch selected content, all content in a document, or all content on the Watch list page. As a watcher, you are notified when content is updated or deleted from a document, or the document is removed from the website. • Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter. • Send feedback on a section and rate the content. Note: Some functionality is only available when you log on to the website. The available functionality depends on the role with which you are logged in.
Training The following courses are available on the Avaya Learning website at www.avaya-learning.com. After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course.
Course code Course title Technical Design 3320W Avaya Customer Engagement Platforms Overview (includes Avaya Control Manager Product Information Documents (PIDs)) 3330W Avaya Customer Engagement Administration and Applications Overview (includes Avaya Control Manager PIDs) Table continues…
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Course code Course title 3420W Avaya Oceana® Design Fundamentals (includes Avaya Control Manager PIDs) 3371T APDS Avaya Customer Engagement Solutions Online Test 3470T Avaya Oceana® Design Fundamentals Online Test Technical Services 2092W Configuring Avaya Control Manager for Cloud Service Providers 2092T Avaya Control Manager Instance Configuration and Administration Test for Cloud Service Providers 5307T Avaya Control Manager Implementation and Support Test for Cloud Service Providers 70920W Installing Avaya Control Manager 7093W Upgrading and Supporting Avaya Control Manager for Cloud Service Providers 70940W Configuring Avaya Control Manager for Enterprise 70950W Upgrading and Supporting Avaya Control Manager for Enterprise 70910W Administering Avaya Control Manager for Enterprise 7091T Administering Avaya Control Manager R8 Online Test 5306 Avaya Control Manager Implementation and Support Test 24310W Administering Avaya Analytics™ for Oceana® 24320W Administering Avaya Oceana®
The following courses are also available on the Avaya Control Manager website at https:// ACM_host/ACCCMPortal. After logging into the website, go to Personal Settings > Training.
Course code Course title 24320W Administering Avaya Oceana® Basics 24310W Administering Avaya Analytics™ for Avaya Oceana® Basics 70910W Administering Avaya Control Manager for Enterprise
Viewing Avaya Mentor videos Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products.
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About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. • To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of the following: - In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content Type. - In Search, type the product name. On the Search Results page, click Clear All and select Video in the Content Type. The Video content type is displayed only when videos are available for that product. In the right pane, the page displays a list of available videos. • To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do one of the following: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click a topic name to see the list of videos available for the topic. For example, Contact Centers.
Note: Videos are not available for all products.
Support Go to the Avaya Support website at https://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise.
Using the Avaya InSite Knowledge Base The Avaya InSite Knowledge Base is a web-based search engine that provides: • Up-to-date troubleshooting procedures and technical tips • Information about service packs • Access to customer and technical documentation • Information about training and certification programs
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• Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base without extra cost. You must have a login account and a valid Sold-To number. Use the Avaya InSite Knowledge Base for any potential solutions to problems. 1. Go to http://www.avaya.com/support. 2. Log on to the Avaya website with a valid Avaya user ID and password. The system displays the Avaya Support page. 3. Click Support by Product > Product-specific Support. 4. In Enter Product Name, enter the product, and press Enter. 5. Select the product from the list, and select a release. 6. Click the Technical Solutions tab to see articles. 7. Select relevant articles.
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Special Characters content publishing PDF output ...... 115 _REPLACE THIS TEXT, OR DELETE THIS ENTIRE searching ...... 115 INDEXTERM ELEMENT IF YOU DO NOT NEED IT ...... 111 sharing ...... 115 sort by last updated ...... 115 A watching for updates ...... 115 Control Manager API accessing port matrix ...... 115 API ...... 42, 43 administration Control Manager SDK centralized ...... 17 SDK ...... 42, 43 Amazon Web Services ...... 57 Conversation Sphere ...... 33 antivirus support ...... 55 creating a certificate signing request ...... 85 audit log ...... 48 creating SHA-256 certificate on certificate authority server .84 Avaya IQ ...... 27 cut-through to Communication Manager ...... 49 Avaya Oceana support ...... 31 Avaya one-X Agent D managing ...... 29 Avaya Proactive Contact depolyment options ...... 15 support ...... 29 dial plan specifications Avaya support website ...... 118 different locations ...... 33 same location ...... 33 B dialing plan management ...... 25 bulk action portal disabling bulk actions ...... 34 SSL 2.0 ...... 85 bulk skill assignment TLS 1.0 ...... 85 skill assignment ...... 35 TLS 1.1 ...... 85 document changes ...... 7 documentation center ...... 115 C finding content ...... 115 navigation ...... 115 Call Center Elite Multichannel documentation portal ...... 115 support ...... 27 finding content ...... 115 call management system ...... 26 navigation ...... 115 CAM replacement ...... 29 dual data center ...... 77 capacity ...... 78 dual non-HA application server configuration ...... 72 centralized license tracker ...... 37 centralized management capabilities ...... 21 certificates ...... 56 E client operating system ...... 55 CMS multitenancy ...... 21 enabling encrypted connections collection database engine ...... 94 delete ...... 115 enabling TLS1.2 ...... 85 edit name ...... 115 encrypting a connection generating PDF ...... 115 SQL server management studio ...... 102 sharing content ...... 115 entitlements ...... 13 compatibility ...... 50 configuring the server F to accept encrypted connections ...... 99 contact center finding content on documentation center ...... 115 administration ...... 26 finding port matrix ...... 115 integration with Avaya Aura Contact Center ...... 28 support ...... 27
August 2021 Avaya Control Manager Overview and Specification v9.0.1 120 Comments on this document? [email protected] Index
G O
GDPR ...... 81 on-boarding ...... 47 one-X Agent integration ...... 30 H OS considerations ...... 51 hardware requirements overview ...... 10 SQL AlwaysOn server configuration ...... 62 HTTP Strict Transport Security ...... 83 P
password rules I password rules management ...... 82 InSite Knowledge Base ...... 118 performance ...... 78 Installing a certificate on the server ...... 95 permission engine ...... 22, 82 installing new SHA-256 certificate pffers ...... 13 new RootCA ...... 94 port matrix ...... 115 integration, Microsoft active directory ...... 38 ports ...... 82 Interaction Center profile manager wizard ...... 47 support ...... 27 R
J reference configuration Java Runtime Environment ...... 56 about ...... 66 software load balancer ...... 68 SQL AlwaysOn ...... 71 L related documentation ...... 113 reports portal ...... 46 license compliance and enforcement using WebLM ...... 106 requirements license modes client Web browser ...... 55 error mode ...... 109 database software ...... 53 normal mode ...... 109 hardware ...... 59 restricted mode ...... 109 Java Runtime Environment ...... 56 license tracker ...... 37 load balancer configuration ...... 61 licensing requirements ...... 106 operating system ...... 51 load balancer configuration ...... 68 virtualization ...... 59 localization support ...... 64 resource management portal ...... 47 M role based permissions ...... 22 role cloning ...... 48 media distribution portal ...... 48 web based ...... 48 S messaging SAML SSO authentication ...... 40 support ...... 26 schedule server service Microsoft active directory ...... 38 task scheduler ...... 41 Microsoft SQL AlwaysOn configuration ...... 72, 75 searching for content ...... 115 multiple location securing and encrypting communication between control support ...... 32 manager and SQL Server ...... 84 Multiplex HA security features ...... 81 dual data center ...... 77 sharing content ...... 115 multitenancy ...... 21 signing the certificate ...... 87 My Docs ...... 115 single application server configuration ...... 75 SNMP ...... 38 N software load balancer ...... 74, 76 software load balancer configuration ...... 68 new features ...... 8 sort documents by last updated ...... 115
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SQL AlwaysOn ...... 74 SQL AlwaysOn configuration ...... 71 support ...... 40, 118 supported endpoints ...... 62 supported feature centralized ...... 17 supported products ...... 11 supported solutions ...... 10
T templates ...... 22 third-party applications ...... 56 TLS support ...... 58 training ...... 116
U unified communication features ...... 22 unified communications administration ...... 22 Upgrade Advantage Preferred ...... 7 upgrading requirements ...... 7 user interface portal Windows Store ...... 35
V verifying encryption ACM Server and SQL Server ...... 102 videos ...... 117 virtualization support ...... 57 visual phone ...... 45 Visual Phone ...... 62
W warranty ...... 8 watch list ...... 115 WebLM features ...... 106 WebLM license modes ...... 109 what’s new ...... 8 Windows OS and SQL combinations ...... 54 workforce optimization ...... 29
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