Aes Installation
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Application Enablement Services 3.0 Overview
v4.9
Converged Solutions
Contact Center Solutions 1
Customer Services
Current CMAPI/CTI Platforms – Pre CM 3.0
MAPD
DLG (DEFINITY LAN Gateway) Clients
Med Pro C-LAN
CVLAN r9/9.1 Server CVLAN r6/r8 Clients
ASAI Software
Avaya CT Server Avaya CT Clients
• DLG On MAPD, Co- Res DLG • CVLAN r6/8 Server on MAPD • Avaya Communication Manager (must be 2.x to support CVLAN 9.1)
CMAPI Clients
Converged Solutions
CMAPI Server
Contact Center Solutions 2
Customer Services
CMAPI/CTI Roadmap to Avaya AE Services MV 1.x and prior DEFINITY Releases
CM 2.x
CM 3.0 AVAYA CT 1.3
AVAYA CT 1.3
• Continue support for CM 3.0 with existing MAPD
AE Services 3.0 • Red Hat Enterprise Edition 3.0 Linux OS
CVLAN r6/r8 On MAPD
CVLAN R9
CVLAN R9.1
Red Hat Linux 9.0
Red Hat Enterprise Linux v3.0
• • • •
TSAPI Service CVLAN Service DLG Service CMAPI Service
CVLAN r6/r8 On MAPD DLG On MAPD
• Continue support for CM 3.0 with existing MAPD
Co-Res DLG
DLG On MAPD CMAPI 1.x
Converged Solutions
• Continue support for CM 3.0 with existing MAPD
CMAPI 2.x
Contact Center Solutions 3
Customer Services
Application Enablement Services • AE Services provides an extensive set of protocols, APIs and web services that enables application developers and system integrators to develop applications that take advantage of Avaya’s feature rich communication solutions. • AE Services merges DLG, CVLAN r9, Avaya CT 1.3, and CMAPI 2.1 into a single platform running on Red Hat Linux Enterprise v3.0 ES. • The AE Services platform has several key components: – Connector Services – Life Cycle and Administration Services – Communication Services – Software Development Kits
Converged Solutions
Contact Center Solutions 4
Customer Services
Application Enablement Services • AE Services Connectors communicate with Avaya’s Communication Media Servers and provide standards-based APIs that enable: – Call Control – Device Control – Media Control – Administration • AE Services Connectors are CMAPI, CVLAN, DLG, JTAPI and TSAPI. • AE Services Life Cycle and Administration Services provide infrastructure and management functions for the AE Services Platform. Converged Solutions
Contact Center Solutions 5
Customer Services
Application Enablement Services • AE Services Communication Services enable functionality through Web Services interfaces using SOAP/XML. • AE Services Communication Services are as follow – Telephony Service – User Service – Systems Management Service • AE Services will offer three Software Development Kits: – IP Communications SDK (CMAPI) – TSAPI/JTAPI SDK – Web Services SDK Converged Solutions
Contact Center Solutions 6
Customer Services
Application Enablement Services • AE Services Software Development Kits consists of the client API libraries, XSDs, WSDL, Programmer’s Guides, sample applications and other development tools. The APIs and protocols provided with the SDK are as follows: – CMAPI CSTA III Device and Media Control Java API – CMAPI CSTA III Device and Media Control XML Protocol – Media Stack API – CVLAN API – Callvisor ASAI Protocol (DLG) – TSAPI – JTAPI – Web Services support for System Management, User, and Telephony Services. Converged Solutions
Contact Center Solutions 7
Customer Services
What do you call it? • The original project name of AE Services was mvap. Because the platform name was changed well into the development cycle, you will find the mvap name used in rpm names, commands, directories, and documentation. – Application Enablement Services – AE Services – aesvcs – AESvcs – mvap – Device and Media Control (CMAPI) – Call Control (Classic CTI) Converged Solutions
Contact Center Solutions 8
Customer Services
AE Services – Client Application View DLG app
TSAPI / JTAPI app Client lib
CVLAN app Client lib
CMAPI Java app Client lib
ASAI through TCP tunnel protocol CSTA-1 ASN.1
AE Services Server DLG Service
Communication Manager IP Interface (e.g. CLAN)
TSAPI Service
Application Enablement Protocol
Proprietary CVLAN CVLAN protocol Service
CSTA-3 XML
CMAPI Service H.323
CMAPI XML app
Web Service client
RTP
SOAP / WSDL
Converged Solutions
Telephony, User and Management, Web Services
OSSI (Mgmt only)
Contact Center Solutions 9
Customer Services
Application Enablement Services Implementation Options • AE Services will be offered in two options; Software only and Bundled server. • The Software Only option provides: – an AE Services 3.0 CD for external customers – download site for DevConnect Members. • The AE Services Bundled Server option provides: – an IBM x306 Server (same as the S8500B) with Red Hat Linux Enterprise v3.0 ES and AE Services 3.0 software. – In addition, Avaya will install and maintain the AE Services Bundled Server.
Converged Solutions
Contact Center Solutions 10
Customer Services
Application Enablement Services Software Only System Requirements Processor: 2.4-GHz Single-processor Pentium IV or higher Memory:
1GB RAM (minimum)
Hard Drive: 60GB Drive/s:
CDROM
NIC/s:
(2)* 10/100 Ethernet Network Interface Card/s (NIC)
Modem:
Red Hat Enterprise v3.0 Compatible (Remote
Support) OS:
Red Hat Enterprise v3.0 ES Update 4 or later.
•Note: *While the AE Server can work with just one NIC, the
recommended Avaya configuration is dual NICs Converged Solutions
Contact Center Solutions 11
Customer Services
Application Enablement Services Bundled Server System Requirements Specifications
IBM x306 (S8500B)
Processor
3.06 GHz
Standard Memory Additional Memory (required) Hard Drives Drives Modems Network Interface Maintenance Card Chassis
Converged Solutions
512 MB 512 MB 80 GB SATA disk drive DVD read only drive Floppy disk for BIOS updates One USB 2* internal 10/100 Ethernet Network Interface (Ports)
Augmentix SAMP 1U high 1.75” x 17” x 17”
Contact Center Solutions 12
Customer Services
• • • • • •
Application Enablement Services Benefits All Avaya CTI and CMAPI offerings morph to Avaya Application Enablement (AE) Services to be delivered via a single platform. AE Services provides a more consistent and scalable licensing strategy. AE Services transport links are secure, encrypted, load-balanced, and redundant with transparent link fail over. AE Services protects Communication Manager by providing a trusted source between Communication Manager and applications. AE Services will be a “going forward platform”. AE Services Bundled Server provides a single platform to install, maintain, and support.
Converged Solutions
Contact Center Solutions 13
Customer Services
Application Enablement Services
Med Pro
CMAPI Clients
CLAN(s)
CVLAN r6/8 Clients
Avaya CT Clients
Application Enablement Server AE Services: •CMAPI •CVLAN •DLG •TSAPI (JTAPI) •Telephony Service •User Service •System Management Service
ASAI Software
Avaya Communication Manager 3.0 or later
DLG Clients
Converged Solutions
Contact Center Solutions 14
Customer Services
AE Services Bundled Server Installation
Converged Solutions
Contact Center Solutions 15
Customer Services
AE Services Bundled Server Installation: Installation Tasks
• • • • • • • • • •
Verify Bundled Server hardware (IBM x306) Administer laptop IP address (headless install) Boot to AE Services DVD and install and configure the software Upgrade/Administer SAMP Install the AE Services license Verify Communication Manager requirements Verify TN799DP C-LAN board installation and admin on CM Enable AE Services on Communication Manager Administer the AE Services server name and password on CM Status the AE Services interface on Communication Manager
Converged Solutions
Contact Center Solutions 16
Customer Services
AE Services Bundled Server Installation: Installation Tasks
• Administer Switch Connection (CTI – CMAPI Call Information) • Status AE Services Link on Communication Manager • Status AE Services Switch Connection • Administer CTI Links (CTI Only) • Administer H.323 Gatekeeper (CMAPI only if required)
Converged Solutions
Contact Center Solutions 17
Customer Services
AE Services Bundled Server Installation Notes: • AE Services Bundled Server will be offered on an IBM x306 Server. The same server used by the S8500B Media Server. • The IBM x306 used by S8500B Media Server does not come with enough memory to support AE Services. The IBM x306(S8500B) comes with only 512MB RAM. An additional 512MB RAM SIM will need to be ordered and installed in order to support AE Services. • The AE Services Bundled Server will use the Augmentix Server Availability Management Processor (SAMP™ ) Board for remote maintenance. • The AE Services Bundled Server installation is a headless (no monitor or keyboard) installation. • A Laptop and crossover cable will be required to install the AE Services Bundled Server (headless install). • If the site has access to a monitor and keyboard, the AE Services Bundled Server installation can also be done with a monitor and keyboard as well.
Converged Solutions
Contact Center Solutions 18
Customer Services
AE Services Bundled Server Installation Notes: Default Services Logins Login
Password
Usage
cust
custpw
Customer Login
craft
crftpw
- Administrative belonging to Group Avaya - For Avaya - Cannot be directly accessed through ssh
sroot
sroot01
Root - For Avaya
rasaccess
rasaccess01
For inbound modem access
Note: The default services logins (except sroot) will be provided in a "mvap-services" rpm for Software only solution. This rpm will be optional for the Softwre Only solution i.e. will be only needed if a customer buys a Services Contract. If the customer requires root access, Services will provide a root level account.
Converged Solutions
Contact Center Solutions 19
Customer Services
AE Services Bundled Server Install Wizard Notes: • The Bundled Server Install Wizard will perform the following tasks: – Partition the drive – Install the OS (Red Hat Linux Enterprise v3.0) – Install Third Party RPMs – Configure the IP Tables and install Security RPMs – Install Services Default Logins – Configure the Server based on the interactive information provided. – Install AE Services Converged Solutions
Contact Center Solutions 20
Customer Services
AE Services Bundled Server Installation: IBM x306 Hardware Specifications
IBM x306 (S8500B)
Processor
3.06 GHz
Standard Memory Additional Memory (required) Hard Drives Drives Modems Network Interface Maintenance Card Chassis
Converged Solutions
512 MB 512 MB 80 GB SATA disk drive DVD read only drive Floppy disk for BIOS updates One USB 2* internal 10/100 Ethernet Network Interface (Ports)
Augmentix SAMP 1U high 1.75” x 17” x 17”
Contact Center Solutions 21
Customer Services
AE Services Bundled Server: Front Picture
Converged Solutions
Contact Center Solutions 22
Customer Services
AE Services Bundled Server: Rear Picture eth0 (port 1) Customer LAN/WAN
SAMP Card
Services Laptop Port Power Supply
2-USB Ports
SAMP USB Modem Port
eth1 (port 2) Private Isolated LAN(VLAN) Note: Initial Services Laptop Port
Converged Solutions
SAMP Power Supply
Contact Center Solutions 23
Reserved for future use
Customer Services
AE Services Bundled Server Network Interfaces acm0 Modem
AE Services Bundled Server (x306)
SAMP
eth1 eth2
eth2 Interface to Production LAN/WAN
eth0
INADS (PPP) IP: 10.1.1.1 Reserved Services NIC IP: 192.11.13.6
eth0 eth1 IP 192.11.13.1
IP 192.11.13.2
Internal NIC interfaces Interface to Communication Manager via C-LAN/s: Private Isolated LAN/VLAN (Pre-Install Services Laptop NIC: IP 192.11.13.6)
Converged Solutions
Contact Center Solutions 24
Customer Services
AE Services Bundled Server Installation: IBM x306 TCP/IP Networking Notes • All NICs on the AE Services Bundled Server must be static IP addresses. • Dynamic Host Control Protocol (DHCP) is not supported. • eth0 eth0and eth1eth1 are configured as 100BaseT, full-duplex by default. • The MAC address of the first NIC eth0 on the Bundled Server is the MAC address required for the AE Services License. • The link between the second NIC on the Bundled Server and Communication Manager requires an Ethernet switch or network hub. • Crossover cable is not supported between the AE Services Bundled Server and Communication Manager. Converged Solutions
Contact Center Solutions 25
Customer Services
Augmentix Server Availability Management Processor (SAMP™ ) Board SAMP Half card PCI. Externally powered – SAMP functions if the X306 power fails. SAMP is a host independent entity – OS, power, memory, storage, etc. Provides Services Access. USB modem. • Provides dial-in/dial-out access to SAMP and x306 server. • No serial modem required. Note: AE Services 3.0 will not support all SAMP functions. Converged Solutions
Contact Center Solutions 26
Customer Services
SAMP Board Default Logins Login
Password
craft
craft
Usage -System -Usable on the SAMP only via SSH/HTTPS
rasaccess
rasaccess
For inbound modem access
Note: *After the SAMP Board is upgraded the craft password will change to “craft01”
Converged Solutions
Contact Center Solutions 27
Customer Services
Services Access to AE Server • Local On-Site Access:
– Preferred: Connect laptop to SAMP Ethernet 2 eth2 • IP Address: 192.11.13.6 • SSH, HTTPS • Note: only CLI access to SAMP from Host
(after installation)
• Services Access via the Network
– Corporate LAN Port on the HOST, if so configured – SSH, HTTPS
• Remote Access:
ACM Modem
– USB Modem connected to the SAMP Card • Establish a PPP session to the SAMP using remote login • SSH(port 22) or HTTPS(port 80) to the HOST using services logins.
Converged Solutions
Contact Center Solutions 28
Customer Services
SAMP Access using PuTTY • Connection to the Bundled Server and SAMP requires Secure Shell (SSH). • Avaya has tested an open source SSH Windows client called PuTTY for Microsoft Windows based PCs. • Downloading PuTTY. – Avaya personnel should download PuTTY from
http://ctisupport.usae.avaya.com/ps/aeservices/downloads/tools/ind – Non-Avaya personnel should download PuTTY from http://www.chiark.greenend.org.uk/~sgtatham/putty/download.htm
Converged Solutions
Contact Center Solutions 29
Customer Services
Putty Screens • Connection screen. Enter the IP address of the Bundled Server or the SAMP board then click the Open button.
Converged Solutions
Contact Center Solutions 30
Customer Services
Putty Screens
• ssh-rsa key screen. Click yes Converged Solutions
Contact Center Solutions 31
Customer Services
Putty Screens
• Log In screen. • Use one of the default Services Logins such as craft. • Do not use sroot Login since it is not allowed to Log in. Converged Solutions
Contact Center Solutions 32
Customer Services
Putty Screens
• Once logged in, su to sroot Converged Solutions
Contact Center Solutions 33
Customer Services
SAMP File Transfer using WinSCP • File transfer to and from the Bundled Server and SAMP board requires SCP or SFTP. • WinSCP is an open source SFTP client for Windows. Its main function is the secure file transfer between a local and a remote computer. • WinSCP offers basic file manager functionality. It uses Secure Shell (SSH) and supports, in addition to Secure FTP, also legacy SCP protocol • Downloading WinSCP. – Avaya personnel should download WinSCP from http://ctisupport.usae.avaya.com/ps/aeservices/downloads/tools/index.html – Non-Avaya personnel should download WinSCP from http://winscp.net/eng/index.php
Converged Solutions
Contact Center Solutions 34
Customer Services
WinSCP Screens
• Login screen. Enter the IP address of the Bundled Server Enter the Use Name and password Click the Login button. Converged Solutions
Contact Center Solutions 35
Customer Services
WinSCP Screens
• ssh-rsa key screen. Click yes Converged Solutions
Contact Center Solutions 36
Customer Services
WinSCP Screens
• One panel is the local machine; the other is the remote machine. • Both WinSCP interfaces provide basic file manager functionality between a Windows PC and a Linux Server • WinSCP allows you to drag and drop files from the Windows PC to the Bundled Server. Converged Solutions
Contact Center Solutions 37
Customer Services
WinSCP Screens
Converged Solutions
Contact Center Solutions 38
Customer Services
WinSCP Screens • WinSCP allows you to change the Linux file permission by either right clicking on the Linux file and selecting properties or selecting file properties in the menu. Converged Solutions
Contact Center Solutions 39
Customer Services
AE Services Bundled Server Installation: Install Wizard Notes
:
• The Bundled Server Install Wizard will prompt you to make choices to navigate and select from the screens: – Use the arrow keys to navigate from screen to screen. – Use the Tab key to move from option to option. – Use the Spacebar to select an option. Converged Solutions
Contact Center Solutions 40
Customer Services
AE Services Bundled Server Installation: • On the Laptop, configure the TCP/IP settings on the Laptop to the following: IP Address = 192.11.13.5 Net mask = 255.255.255.252 Gateway = 192.11.13.4 • After configuring the TCP/IP settings on the Laptop, plug in the cross-over network cable from the Laptop to the temporary Services port. The temporary Services port is the port that is labeled “2” on the back ofeth1 the IBM x306.
Converged Solutions
Contact Center Solutions 41
Customer Services
AE Services Bundled Server Installation: • Insert the AE Services Bundled Server Installation DVD into the IBM x306 DVD drive then reboot . • After the Bundled Server boots to the AE Services 3.0 DVD, verify connectivity by pinging IP address 192.11.13.6 using the MS/DOS command prompt from the Laptop. • From the Laptop, telnet to IP address 192.11.13.6 on the Bundled Server (port 2)
Converged Solutions
Contact Center Solutions 42
Customer Services
AE Services Bundled Server Installation:
The telnet session will be connected to the What do you want to do screen. Select Install (Install or Upgrade Software) Select OK and press enter Converged Solutions
Contact Center Solutions 43
Customer Services
AE Services Bundled Server Installation:
Select Release Version Screen: Select AE Services 3.0 Build Select OK and press enter Note: AE Services requires at least 913 MB of RAM. If the IBM x306 has less than 1 GB of RAM, a WARNING page with that information appears. It asks if you want to continue with the installation .-
Converged Solutions
Contact Center Solutions 44
Customer Services
AE Services Bundled Server Installation : Co-Residency Warning
• AE Services must be installed as a stand alone application Server. • AE Services does not support co-residency with other applications. Converged Solutions
Contact Center Solutions 45
Customer Services
AE Services Bundled Server Installation:
Set Date and Time Screen: Select Yes Converged Solutions
Contact Center Solutions 46
Customer Services
AE Services Bundled Server Installation:
Date/Time Initialization Screen: Enter: Date Enter: Time Select: Timezone Enter: NTP Server IP Address or Hostname if known and Contact Center Solutions Converged Solutions Customer Services required . 47
AE Services Bundled Server Installation:
Set IP Address for NICs Screen: Select Yes
Converged Solutions
Contact Center Solutions 48
Customer Services
AE Services Bundled Server Installation:
Configure Network Information Screen: Enter: Hostname Enter: DNS domain Enter: DNS Server (IP Address) Enter: IP address & Netmask for eth0 then enable it. Note: If eth1 is automatically enabled, do not change. Enter: Default Gateway (IP Address). Converged Solutions
Contact Center Solutions 49
Customer Services
AE Services Bundled Server Installation:
Configure Network Information Screen (example): Select OK and press enter. This completes the AE Services Bundled Server installation. Converged Solutions
Contact Center Solutions 50
Customer Services
AE Services Bundled Server Installation:
• The Install Wizard will display progress of the installation . • The Install Wizard will reboot the server once the installation is completed. Converged Solutions
Contact Center Solutions 51
Customer Services
AE Services Bundled Server Installation: Upgrading the SAMP Board Firmware and Configuration • • • •
The SAMP board firmware must be upgraded on new factory installations. The SAMP Board will not be fully functional until the firmware is upgraded. After the Bundled Server reboots, remain connected to eth1. Connecting to the Bundled Server, at this point, requires an ssh client like PuTTY.
Converged Solutions
Contact Center Solutions 52
Customer Services
AE Services Bundled Server Installation: Upgrading the SAMP Board Firmware and Configuration
From the laptop, using “PuTTY" , ssh into the x306 host ssh to 192.11.13.6. – You will be prompted for a login and password. – Login as craft then su to sroot . – Check the current firmware version of the SAMP board by running the command: sampinfo • If this command fails, the SAMP firmware must be upgraded. – cd /tmp and using sftp download the SAMP firmware (xxx.tbz) file and the SAMP XML file (avaya.xml). – Use the command from the /tmp directory where you downloaded those two files: sampfixer – You will be prompted for the SAMP board craft password three times: • The first time, enter the original Augmentix craft password: craft • The second and third time, enter the new Augmentix craft password: craft01 – After this command is executed, the SAMP board will be upgraded to the latest firmware and configuration file. – Validate the firmware upgrade by running the command: sampinfo
2.
Note: The SAMP craft password is different from the x306 Host processor craft password. Contact Center Solutions Converged Solutions Customer Services 53
AE Services Bundled Server Installation: Administering the second Network Interface (Host eth1
)
•
Once the SAMP board has been upgraded and the xml configuration file applied, the second network interface can be administered. Logged in as sroot, run the netconfig utility. Change the IP address of eth1 Converged Solutions
Contact Center Solutions 54
Customer Services
AE Services Bundled Server Installation: Connecting to the SAMP Board Services Port (SAMP eth2) •
You will now need to connect to the Service Port on the SAMP board.
You will be prompted for a login and password. Login as craft and use the craft password defined. The SAMP will route the connection to the Bundled Server (x306 host). Converged Solutions
Contact Center Solutions 55
Customer Services
AE Services Bundled Server Installation: Configuring PPP on the SAMP Board
Login into the Host (x306) as “craft” and then “su” to “sroot” Use the following command to configure PPP: samp_ppp xxx.xxx.xxx.xxx yyy.yyy.yyy.yyy where xxx.xxx.xxx.xxx is the Local PPP ip-address of the SAMP and yyy.yyy.yyy.yyy is the Remote PPP ipaddress of the client connecting to the SAMP through the modem (INADS IP Address) Example:
samp_ppp 192.168.25.10 198.168.25.20 Converged Solutions
Contact Center Solutions 56
Customer Services
Accessing the SAMP Board from the Host (x306) Login into the Host(x306) as “craft” and then “su” to “sroot” ssh into the SAMP either using the root login and password : ssh -p 10022 root@my-samp Password is augmentix or ssh into the SAMP using the craft login and password: ssh -p 10022 craft@my-samp Password is craft01 Converged Solutions
Contact Center Solutions 57
Customer Services
Troubleshooting the Bundled Server Installation • All installation and upgrade failures are reported to the error log located in /var/disk/logs/update.out-timestamp • The SAMP logs are located in /var/disk/logs. • A copy of rpms for each release that is installed (upto two installs) is kept in /var/disk/Releases/r3-xxx where r3-xxx is the Release number.
Converged Solutions
Contact Center Solutions 58
Customer Services
Troubleshooting the Bundled Server Installation Hostname Issues • The hostname of the AE Services server must not be associated with the loop back IP address, 127.0.0.1. • The hostname of the AE Services server should be associated with the IP address of eth0. • The hostname of the AE Services server must be 15 characters or less. • To determine what is the hostname associated with an AE Services server, run the following Linux command from the command line: uname –n • The internal connection between the Bundled Server (IBM x306) and the SAMP board must be administered on the /etc/hosts file as follows: my-host 192.11.13.1 my-samp 192.11.13.2 – The Bundled Installation Wizard configures the /etc/hosts file. – If the IP addresses are reserved or different, the communication between the Bundled Server and the SAMP board will not work.
Converged Solutions
Contact Center Solutions 59
Customer Services
Troubleshooting the Bundled Server Installation AE Services 3.0 Installed RPMs • • • • • • • • • • • • • • •
mvap-cusldap-1.0-20 mvap-sms-3.0.0-25 mvap-DLG-3.0-176 mvap-callcontrol-3.0-176 mvap-common-utils-3.0.0-9 mvap-userservice-1.1-43 mvap-security-3.0.0-6 mvap-linuxconfig-3.0.0-14 mvap-platform-3.0.1415-1 mvap-transport-3.0-176 mvap-cmapi-3.0.1415-1 mvap-install-scripts-hooks-3.0.0-36 mvap-services-3.0.0-7 mvap-telephonysvc-3.0.1415-1 mvap-samp-3.0.0-12
Converged Solutions
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Customer Services
Bundled Server Disk Partioning Scheme • The Bundled Server has a SATA Hard Disk with 80GB of disk space. Once AE Services is installed on the Bundled server, it has three disk partitions. – / -the active partition - with approximately 18GB of space – /root2 - the inactive or offline partition - with approximately 18GB of space – /var - the common partition - with approximately 37GB of space The remaining space is allocated for cache and other uses.
Converged Solutions
Contact Center Solutions 61
Customer Services
Bundled Server Disk Notes: • The AE Services software is installed on the / active partition during a fresh installation. When an upgrade of AE Services software is performed, the upgrade script installs the new version of AE Services software on the /root2 inactive partition first. The upgrade script then reboots the Bundled server. Upon reboot the / and /root2 partitions are switched. So, the new version of AE Services software is now on / active partition and the old version is on the /root2 partition. • If you want to create directories or files on AE Server, it is strongly recommended that you create in the /var common partition. Otherwise any directory or file created in the / active partition will be moved to the /root2 partition upon an upgrade of AE Services software. One exception is that any directory or file created in the /home directory under any of the logins such as sroot, craft, and so on, are always copied over during an upgrade. Because copying large files such as media files or databases, is time consuming, it can delay the upgrade process if these files are stored in the /home directory of any login. • Place a copy of the AE Services License in the /var common partition. • /var persist across updates and upgrades but not fresh installations.
Converged Solutions
Contact Center Solutions 62
Customer Services
v4.9
Converged Solutions
Contact Center Solutions 1
Customer Services
Current CMAPI/CTI Platforms – Pre CM 3.0
MAPD
DLG (DEFINITY LAN Gateway) Clients
Med Pro C-LAN
CVLAN r9/9.1 Server CVLAN r6/r8 Clients
ASAI Software
Avaya CT Server Avaya CT Clients
• DLG On MAPD, Co- Res DLG • CVLAN r6/8 Server on MAPD • Avaya Communication Manager (must be 2.x to support CVLAN 9.1)
CMAPI Clients
Converged Solutions
CMAPI Server
Contact Center Solutions 2
Customer Services
CMAPI/CTI Roadmap to Avaya AE Services MV 1.x and prior DEFINITY Releases
CM 2.x
CM 3.0 AVAYA CT 1.3
AVAYA CT 1.3
• Continue support for CM 3.0 with existing MAPD
AE Services 3.0 • Red Hat Enterprise Edition 3.0 Linux OS
CVLAN r6/r8 On MAPD
CVLAN R9
CVLAN R9.1
Red Hat Linux 9.0
Red Hat Enterprise Linux v3.0
• • • •
TSAPI Service CVLAN Service DLG Service CMAPI Service
CVLAN r6/r8 On MAPD DLG On MAPD
• Continue support for CM 3.0 with existing MAPD
Co-Res DLG
DLG On MAPD CMAPI 1.x
Converged Solutions
• Continue support for CM 3.0 with existing MAPD
CMAPI 2.x
Contact Center Solutions 3
Customer Services
Application Enablement Services • AE Services provides an extensive set of protocols, APIs and web services that enables application developers and system integrators to develop applications that take advantage of Avaya’s feature rich communication solutions. • AE Services merges DLG, CVLAN r9, Avaya CT 1.3, and CMAPI 2.1 into a single platform running on Red Hat Linux Enterprise v3.0 ES. • The AE Services platform has several key components: – Connector Services – Life Cycle and Administration Services – Communication Services – Software Development Kits
Converged Solutions
Contact Center Solutions 4
Customer Services
Application Enablement Services • AE Services Connectors communicate with Avaya’s Communication Media Servers and provide standards-based APIs that enable: – Call Control – Device Control – Media Control – Administration • AE Services Connectors are CMAPI, CVLAN, DLG, JTAPI and TSAPI. • AE Services Life Cycle and Administration Services provide infrastructure and management functions for the AE Services Platform. Converged Solutions
Contact Center Solutions 5
Customer Services
Application Enablement Services • AE Services Communication Services enable functionality through Web Services interfaces using SOAP/XML. • AE Services Communication Services are as follow – Telephony Service – User Service – Systems Management Service • AE Services will offer three Software Development Kits: – IP Communications SDK (CMAPI) – TSAPI/JTAPI SDK – Web Services SDK Converged Solutions
Contact Center Solutions 6
Customer Services
Application Enablement Services • AE Services Software Development Kits consists of the client API libraries, XSDs, WSDL, Programmer’s Guides, sample applications and other development tools. The APIs and protocols provided with the SDK are as follows: – CMAPI CSTA III Device and Media Control Java API – CMAPI CSTA III Device and Media Control XML Protocol – Media Stack API – CVLAN API – Callvisor ASAI Protocol (DLG) – TSAPI – JTAPI – Web Services support for System Management, User, and Telephony Services. Converged Solutions
Contact Center Solutions 7
Customer Services
What do you call it? • The original project name of AE Services was mvap. Because the platform name was changed well into the development cycle, you will find the mvap name used in rpm names, commands, directories, and documentation. – Application Enablement Services – AE Services – aesvcs – AESvcs – mvap – Device and Media Control (CMAPI) – Call Control (Classic CTI) Converged Solutions
Contact Center Solutions 8
Customer Services
AE Services – Client Application View DLG app
TSAPI / JTAPI app Client lib
CVLAN app Client lib
CMAPI Java app Client lib
ASAI through TCP tunnel protocol CSTA-1 ASN.1
AE Services Server DLG Service
Communication Manager IP Interface (e.g. CLAN)
TSAPI Service
Application Enablement Protocol
Proprietary CVLAN CVLAN protocol Service
CSTA-3 XML
CMAPI Service H.323
CMAPI XML app
Web Service client
RTP
SOAP / WSDL
Converged Solutions
Telephony, User and Management, Web Services
OSSI (Mgmt only)
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Customer Services
Application Enablement Services Implementation Options • AE Services will be offered in two options; Software only and Bundled server. • The Software Only option provides: – an AE Services 3.0 CD for external customers – download site for DevConnect Members. • The AE Services Bundled Server option provides: – an IBM x306 Server (same as the S8500B) with Red Hat Linux Enterprise v3.0 ES and AE Services 3.0 software. – In addition, Avaya will install and maintain the AE Services Bundled Server.
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Application Enablement Services Software Only System Requirements Processor: 2.4-GHz Single-processor Pentium IV or higher Memory:
1GB RAM (minimum)
Hard Drive: 60GB Drive/s:
CDROM
NIC/s:
(2)* 10/100 Ethernet Network Interface Card/s (NIC)
Modem:
Red Hat Enterprise v3.0 Compatible (Remote
Support) OS:
Red Hat Enterprise v3.0 ES Update 4 or later.
•Note: *While the AE Server can work with just one NIC, the
recommended Avaya configuration is dual NICs Converged Solutions
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Customer Services
Application Enablement Services Bundled Server System Requirements Specifications
IBM x306 (S8500B)
Processor
3.06 GHz
Standard Memory Additional Memory (required) Hard Drives Drives Modems Network Interface Maintenance Card Chassis
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512 MB 512 MB 80 GB SATA disk drive DVD read only drive Floppy disk for BIOS updates One USB 2* internal 10/100 Ethernet Network Interface (Ports)
Augmentix SAMP 1U high 1.75” x 17” x 17”
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• • • • • •
Application Enablement Services Benefits All Avaya CTI and CMAPI offerings morph to Avaya Application Enablement (AE) Services to be delivered via a single platform. AE Services provides a more consistent and scalable licensing strategy. AE Services transport links are secure, encrypted, load-balanced, and redundant with transparent link fail over. AE Services protects Communication Manager by providing a trusted source between Communication Manager and applications. AE Services will be a “going forward platform”. AE Services Bundled Server provides a single platform to install, maintain, and support.
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Customer Services
Application Enablement Services
Med Pro
CMAPI Clients
CLAN(s)
CVLAN r6/8 Clients
Avaya CT Clients
Application Enablement Server AE Services: •CMAPI •CVLAN •DLG •TSAPI (JTAPI) •Telephony Service •User Service •System Management Service
ASAI Software
Avaya Communication Manager 3.0 or later
DLG Clients
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Customer Services
AE Services Bundled Server Installation
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Customer Services
AE Services Bundled Server Installation: Installation Tasks
• • • • • • • • • •
Verify Bundled Server hardware (IBM x306) Administer laptop IP address (headless install) Boot to AE Services DVD and install and configure the software Upgrade/Administer SAMP Install the AE Services license Verify Communication Manager requirements Verify TN799DP C-LAN board installation and admin on CM Enable AE Services on Communication Manager Administer the AE Services server name and password on CM Status the AE Services interface on Communication Manager
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Customer Services
AE Services Bundled Server Installation: Installation Tasks
• Administer Switch Connection (CTI – CMAPI Call Information) • Status AE Services Link on Communication Manager • Status AE Services Switch Connection • Administer CTI Links (CTI Only) • Administer H.323 Gatekeeper (CMAPI only if required)
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Customer Services
AE Services Bundled Server Installation Notes: • AE Services Bundled Server will be offered on an IBM x306 Server. The same server used by the S8500B Media Server. • The IBM x306 used by S8500B Media Server does not come with enough memory to support AE Services. The IBM x306(S8500B) comes with only 512MB RAM. An additional 512MB RAM SIM will need to be ordered and installed in order to support AE Services. • The AE Services Bundled Server will use the Augmentix Server Availability Management Processor (SAMP™ ) Board for remote maintenance. • The AE Services Bundled Server installation is a headless (no monitor or keyboard) installation. • A Laptop and crossover cable will be required to install the AE Services Bundled Server (headless install). • If the site has access to a monitor and keyboard, the AE Services Bundled Server installation can also be done with a monitor and keyboard as well.
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Customer Services
AE Services Bundled Server Installation Notes: Default Services Logins Login
Password
Usage
cust
custpw
Customer Login
craft
crftpw
- Administrative belonging to Group Avaya - For Avaya - Cannot be directly accessed through ssh
sroot
sroot01
Root - For Avaya
rasaccess
rasaccess01
For inbound modem access
Note: The default services logins (except sroot) will be provided in a "mvap-services" rpm for Software only solution. This rpm will be optional for the Softwre Only solution i.e. will be only needed if a customer buys a Services Contract. If the customer requires root access, Services will provide a root level account.
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AE Services Bundled Server Install Wizard Notes: • The Bundled Server Install Wizard will perform the following tasks: – Partition the drive – Install the OS (Red Hat Linux Enterprise v3.0) – Install Third Party RPMs – Configure the IP Tables and install Security RPMs – Install Services Default Logins – Configure the Server based on the interactive information provided. – Install AE Services Converged Solutions
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Customer Services
AE Services Bundled Server Installation: IBM x306 Hardware Specifications
IBM x306 (S8500B)
Processor
3.06 GHz
Standard Memory Additional Memory (required) Hard Drives Drives Modems Network Interface Maintenance Card Chassis
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512 MB 512 MB 80 GB SATA disk drive DVD read only drive Floppy disk for BIOS updates One USB 2* internal 10/100 Ethernet Network Interface (Ports)
Augmentix SAMP 1U high 1.75” x 17” x 17”
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Customer Services
AE Services Bundled Server: Front Picture
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Customer Services
AE Services Bundled Server: Rear Picture eth0 (port 1) Customer LAN/WAN
SAMP Card
Services Laptop Port Power Supply
2-USB Ports
SAMP USB Modem Port
eth1 (port 2) Private Isolated LAN(VLAN) Note: Initial Services Laptop Port
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SAMP Power Supply
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Reserved for future use
Customer Services
AE Services Bundled Server Network Interfaces acm0 Modem
AE Services Bundled Server (x306)
SAMP
eth1 eth2
eth2 Interface to Production LAN/WAN
eth0
INADS (PPP) IP: 10.1.1.1 Reserved Services NIC IP: 192.11.13.6
eth0 eth1 IP 192.11.13.1
IP 192.11.13.2
Internal NIC interfaces Interface to Communication Manager via C-LAN/s: Private Isolated LAN/VLAN (Pre-Install Services Laptop NIC: IP 192.11.13.6)
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Customer Services
AE Services Bundled Server Installation: IBM x306 TCP/IP Networking Notes • All NICs on the AE Services Bundled Server must be static IP addresses. • Dynamic Host Control Protocol (DHCP) is not supported. • eth0 eth0and eth1eth1 are configured as 100BaseT, full-duplex by default. • The MAC address of the first NIC eth0 on the Bundled Server is the MAC address required for the AE Services License. • The link between the second NIC on the Bundled Server and Communication Manager requires an Ethernet switch or network hub. • Crossover cable is not supported between the AE Services Bundled Server and Communication Manager. Converged Solutions
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Customer Services
Augmentix Server Availability Management Processor (SAMP™ ) Board SAMP Half card PCI. Externally powered – SAMP functions if the X306 power fails. SAMP is a host independent entity – OS, power, memory, storage, etc. Provides Services Access. USB modem. • Provides dial-in/dial-out access to SAMP and x306 server. • No serial modem required. Note: AE Services 3.0 will not support all SAMP functions. Converged Solutions
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Customer Services
SAMP Board Default Logins Login
Password
craft
craft
Usage -System -Usable on the SAMP only via SSH/HTTPS
rasaccess
rasaccess
For inbound modem access
Note: *After the SAMP Board is upgraded the craft password will change to “craft01”
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Customer Services
Services Access to AE Server • Local On-Site Access:
– Preferred: Connect laptop to SAMP Ethernet 2 eth2 • IP Address: 192.11.13.6 • SSH, HTTPS • Note: only CLI access to SAMP from Host
(after installation)
• Services Access via the Network
– Corporate LAN Port on the HOST, if so configured – SSH, HTTPS
• Remote Access:
ACM Modem
– USB Modem connected to the SAMP Card • Establish a PPP session to the SAMP using remote login • SSH(port 22) or HTTPS(port 80) to the HOST using services logins.
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Customer Services
SAMP Access using PuTTY • Connection to the Bundled Server and SAMP requires Secure Shell (SSH). • Avaya has tested an open source SSH Windows client called PuTTY for Microsoft Windows based PCs. • Downloading PuTTY. – Avaya personnel should download PuTTY from
http://ctisupport.usae.avaya.com/ps/aeservices/downloads/tools/ind – Non-Avaya personnel should download PuTTY from http://www.chiark.greenend.org.uk/~sgtatham/putty/download.htm
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Customer Services
Putty Screens • Connection screen. Enter the IP address of the Bundled Server or the SAMP board then click the Open button.
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Customer Services
Putty Screens
• ssh-rsa key screen. Click yes Converged Solutions
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Customer Services
Putty Screens
• Log In screen. • Use one of the default Services Logins such as craft. • Do not use sroot Login since it is not allowed to Log in. Converged Solutions
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Customer Services
Putty Screens
• Once logged in, su to sroot Converged Solutions
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Customer Services
SAMP File Transfer using WinSCP • File transfer to and from the Bundled Server and SAMP board requires SCP or SFTP. • WinSCP is an open source SFTP client for Windows. Its main function is the secure file transfer between a local and a remote computer. • WinSCP offers basic file manager functionality. It uses Secure Shell (SSH) and supports, in addition to Secure FTP, also legacy SCP protocol • Downloading WinSCP. – Avaya personnel should download WinSCP from http://ctisupport.usae.avaya.com/ps/aeservices/downloads/tools/index.html – Non-Avaya personnel should download WinSCP from http://winscp.net/eng/index.php
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Customer Services
WinSCP Screens
• Login screen. Enter the IP address of the Bundled Server Enter the Use Name and password Click the Login button. Converged Solutions
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Customer Services
WinSCP Screens
• ssh-rsa key screen. Click yes Converged Solutions
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Customer Services
WinSCP Screens
• One panel is the local machine; the other is the remote machine. • Both WinSCP interfaces provide basic file manager functionality between a Windows PC and a Linux Server • WinSCP allows you to drag and drop files from the Windows PC to the Bundled Server. Converged Solutions
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Customer Services
WinSCP Screens
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Customer Services
WinSCP Screens • WinSCP allows you to change the Linux file permission by either right clicking on the Linux file and selecting properties or selecting file properties in the menu. Converged Solutions
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Customer Services
AE Services Bundled Server Installation: Install Wizard Notes
:
• The Bundled Server Install Wizard will prompt you to make choices to navigate and select from the screens: – Use the arrow keys to navigate from screen to screen. – Use the Tab key to move from option to option. – Use the Spacebar to select an option. Converged Solutions
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Customer Services
AE Services Bundled Server Installation: • On the Laptop, configure the TCP/IP settings on the Laptop to the following: IP Address = 192.11.13.5 Net mask = 255.255.255.252 Gateway = 192.11.13.4 • After configuring the TCP/IP settings on the Laptop, plug in the cross-over network cable from the Laptop to the temporary Services port. The temporary Services port is the port that is labeled “2” on the back ofeth1 the IBM x306.
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Customer Services
AE Services Bundled Server Installation: • Insert the AE Services Bundled Server Installation DVD into the IBM x306 DVD drive then reboot . • After the Bundled Server boots to the AE Services 3.0 DVD, verify connectivity by pinging IP address 192.11.13.6 using the MS/DOS command prompt from the Laptop. • From the Laptop, telnet to IP address 192.11.13.6 on the Bundled Server (port 2)
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Customer Services
AE Services Bundled Server Installation:
The telnet session will be connected to the What do you want to do screen. Select Install (Install or Upgrade Software) Select OK and press enter Converged Solutions
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Customer Services
AE Services Bundled Server Installation:
Select Release Version Screen: Select AE Services 3.0 Build Select OK and press enter Note: AE Services requires at least 913 MB of RAM. If the IBM x306 has less than 1 GB of RAM, a WARNING page with that information appears. It asks if you want to continue with the installation .-
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Customer Services
AE Services Bundled Server Installation : Co-Residency Warning
• AE Services must be installed as a stand alone application Server. • AE Services does not support co-residency with other applications. Converged Solutions
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Customer Services
AE Services Bundled Server Installation:
Set Date and Time Screen: Select Yes Converged Solutions
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Customer Services
AE Services Bundled Server Installation:
Date/Time Initialization Screen: Enter: Date Enter: Time Select: Timezone Enter: NTP Server IP Address or Hostname if known and Contact Center Solutions Converged Solutions Customer Services required . 47
AE Services Bundled Server Installation:
Set IP Address for NICs Screen: Select Yes
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Customer Services
AE Services Bundled Server Installation:
Configure Network Information Screen: Enter: Hostname Enter: DNS domain Enter: DNS Server (IP Address) Enter: IP address & Netmask for eth0 then enable it. Note: If eth1 is automatically enabled, do not change. Enter: Default Gateway (IP Address). Converged Solutions
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Customer Services
AE Services Bundled Server Installation:
Configure Network Information Screen (example): Select OK and press enter. This completes the AE Services Bundled Server installation. Converged Solutions
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Customer Services
AE Services Bundled Server Installation:
• The Install Wizard will display progress of the installation . • The Install Wizard will reboot the server once the installation is completed. Converged Solutions
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Customer Services
AE Services Bundled Server Installation: Upgrading the SAMP Board Firmware and Configuration • • • •
The SAMP board firmware must be upgraded on new factory installations. The SAMP Board will not be fully functional until the firmware is upgraded. After the Bundled Server reboots, remain connected to eth1. Connecting to the Bundled Server, at this point, requires an ssh client like PuTTY.
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Customer Services
AE Services Bundled Server Installation: Upgrading the SAMP Board Firmware and Configuration
From the laptop, using “PuTTY" , ssh into the x306 host ssh to 192.11.13.6. – You will be prompted for a login and password. – Login as craft then su to sroot . – Check the current firmware version of the SAMP board by running the command: sampinfo • If this command fails, the SAMP firmware must be upgraded. – cd /tmp and using sftp download the SAMP firmware (xxx.tbz) file and the SAMP XML file (avaya.xml). – Use the command from the /tmp directory where you downloaded those two files: sampfixer – You will be prompted for the SAMP board craft password three times: • The first time, enter the original Augmentix craft password: craft • The second and third time, enter the new Augmentix craft password: craft01 – After this command is executed, the SAMP board will be upgraded to the latest firmware and configuration file. – Validate the firmware upgrade by running the command: sampinfo
2.
Note: The SAMP craft password is different from the x306 Host processor craft password. Contact Center Solutions Converged Solutions Customer Services 53
AE Services Bundled Server Installation: Administering the second Network Interface (Host eth1
)
•
Once the SAMP board has been upgraded and the xml configuration file applied, the second network interface can be administered. Logged in as sroot, run the netconfig utility. Change the IP address of eth1 Converged Solutions
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Customer Services
AE Services Bundled Server Installation: Connecting to the SAMP Board Services Port (SAMP eth2) •
You will now need to connect to the Service Port on the SAMP board.
You will be prompted for a login and password. Login as craft and use the craft password defined. The SAMP will route the connection to the Bundled Server (x306 host). Converged Solutions
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Customer Services
AE Services Bundled Server Installation: Configuring PPP on the SAMP Board
Login into the Host (x306) as “craft” and then “su” to “sroot” Use the following command to configure PPP: samp_ppp xxx.xxx.xxx.xxx yyy.yyy.yyy.yyy where xxx.xxx.xxx.xxx is the Local PPP ip-address of the SAMP and yyy.yyy.yyy.yyy is the Remote PPP ipaddress of the client connecting to the SAMP through the modem (INADS IP Address) Example:
samp_ppp 192.168.25.10 198.168.25.20 Converged Solutions
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Customer Services
Accessing the SAMP Board from the Host (x306) Login into the Host(x306) as “craft” and then “su” to “sroot” ssh into the SAMP either using the root login and password : ssh -p 10022 root@my-samp Password is augmentix or ssh into the SAMP using the craft login and password: ssh -p 10022 craft@my-samp Password is craft01 Converged Solutions
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Customer Services
Troubleshooting the Bundled Server Installation • All installation and upgrade failures are reported to the error log located in /var/disk/logs/update.out-timestamp • The SAMP logs are located in /var/disk/logs. • A copy of rpms for each release that is installed (upto two installs) is kept in /var/disk/Releases/r3-xxx where r3-xxx is the Release number.
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Customer Services
Troubleshooting the Bundled Server Installation Hostname Issues • The hostname of the AE Services server must not be associated with the loop back IP address, 127.0.0.1. • The hostname of the AE Services server should be associated with the IP address of eth0. • The hostname of the AE Services server must be 15 characters or less. • To determine what is the hostname associated with an AE Services server, run the following Linux command from the command line: uname –n • The internal connection between the Bundled Server (IBM x306) and the SAMP board must be administered on the /etc/hosts file as follows: my-host 192.11.13.1 my-samp 192.11.13.2 – The Bundled Installation Wizard configures the /etc/hosts file. – If the IP addresses are reserved or different, the communication between the Bundled Server and the SAMP board will not work.
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Troubleshooting the Bundled Server Installation AE Services 3.0 Installed RPMs • • • • • • • • • • • • • • •
mvap-cusldap-1.0-20 mvap-sms-3.0.0-25 mvap-DLG-3.0-176 mvap-callcontrol-3.0-176 mvap-common-utils-3.0.0-9 mvap-userservice-1.1-43 mvap-security-3.0.0-6 mvap-linuxconfig-3.0.0-14 mvap-platform-3.0.1415-1 mvap-transport-3.0-176 mvap-cmapi-3.0.1415-1 mvap-install-scripts-hooks-3.0.0-36 mvap-services-3.0.0-7 mvap-telephonysvc-3.0.1415-1 mvap-samp-3.0.0-12
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Customer Services
Bundled Server Disk Partioning Scheme • The Bundled Server has a SATA Hard Disk with 80GB of disk space. Once AE Services is installed on the Bundled server, it has three disk partitions. – / -the active partition - with approximately 18GB of space – /root2 - the inactive or offline partition - with approximately 18GB of space – /var - the common partition - with approximately 37GB of space The remaining space is allocated for cache and other uses.
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Customer Services
Bundled Server Disk Notes: • The AE Services software is installed on the / active partition during a fresh installation. When an upgrade of AE Services software is performed, the upgrade script installs the new version of AE Services software on the /root2 inactive partition first. The upgrade script then reboots the Bundled server. Upon reboot the / and /root2 partitions are switched. So, the new version of AE Services software is now on / active partition and the old version is on the /root2 partition. • If you want to create directories or files on AE Server, it is strongly recommended that you create in the /var common partition. Otherwise any directory or file created in the / active partition will be moved to the /root2 partition upon an upgrade of AE Services software. One exception is that any directory or file created in the /home directory under any of the logins such as sroot, craft, and so on, are always copied over during an upgrade. Because copying large files such as media files or databases, is time consuming, it can delay the upgrade process if these files are stored in the /home directory of any login. • Place a copy of the AE Services License in the /var common partition. • /var persist across updates and upgrades but not fresh installations.
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Customer Services
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