5C00641I StudentGuide

INTELLIGENT COMMUNICATIONS
5C00641I - Version 2.3

Avaya Framework Installation and Configuration for
Avaya Aura Workforce Optimization R12.0
Please note that this course does not have audio. Click the forward/backward arrows to
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2013 Avaya, Inc. All rights reserved. Page 1
Course Overview
Welcome to 5C00641I: Avaya Framework Installation and
Configuration for Avaya Aura Workforce Optimization R12.0
This course focuses on the installation, configuration and

implementation of Avaya Framework Server.
Course Duration: 3 days

Course Objectives
After completing this course, you will be able to:
Describe the Avaya Framework

Describe the Avaya Framework deployment model
Install Framework
License Application
Complete basic configurations and features
Validate the installation
Module 1
Avaya Framework and Deployment Overview
2013 Avaya, Inc. All rights reserved.
Module Objectives
After completing this module, you will be able to:
Describe Avaya Framework.

Describe the Avaya Framework Deployment Model.
Describe the available Framework Documentation.
Module 1 Lesson 1
Avaya Framework Overview
Lesson Objectives
After completing this lesson, you will be able to:
Introduce Avaya Framework.

Define available Avaya Framework package types.
Define Avaya Framework User Interfaces.
Define Framework Application Modules.
Resources
Avaya Technology, Security, Encryption, and Networking
Deployment Reference Guide Release 12.0
Avaya Aura Workforce Optimization System Installation and

Upgrade Guide Release 12.0
Avaya Technical Overview User Guide Release 12.0
Avaya Aura Workforce Optimization Overview

Workforce Optimization is a matter of continual process improvement, which
consistently brings increased returns through reduced operating costs, improved
customer service, and higher employee morale and productivity.
Avaya Aura Workforce Optimization (WFO) helps businesses balance

efficiency and effectiveness by using the contact center strategically rather than
just as an organization that fields calls.
Avaya Aura WFO gives businesses a better understanding of customer

satisfaction and dissatisfaction, it offers intelligent insights that allow the business
to operate more efficiently.
Avaya Aura WFO unifies Contact Recording, Quality Monitoring, eLearning,

Workforce Management, Analytics, and Customer Feedback under one
platform that provides a single user interface and centralized system
administration and reporting.
With Workforce Optimization, your contact center and back-office operations can
capture, share, and act on information from across the enterprise.
Framework Overview
Avaya Framework is the based software installation required for most of the
software applications included with Avaya Aura Workforce Optimization (WFO),
including Avaya Workforce Management.
To provide seamless end-user access to all applications Avaya WFO offers the
following Framework features:
Single sign-on to provide seamless access from component to component without having
to log in multiple times.
Work-ow features to enhance productivity
Alerts to inform you of important system events

Wide-range of standard out-of-the-box report templates, and the ability to create your
own ad hoc reports
Avaya WFO includes packages/modules that are licensed within the Framework
software.
Avaya Framework Packages/Modules

To meet the needs of a broad spectrum of enterprises, the Avaya Aura Workforce
Optimization Solution is available in pre-packaged solutions that deliver different
levels of functionality.
Operational Series Avaya Aura Workforce Optimization (or Operational Package)
-- is comprised of functionality designed to optimize agent performance, reduce risk, and
automate manual processes such as call recording, content producer and forecasting
and scheduling.
Advanced Series Avaya Aura Workforce Optimization (or Advanced Package) -builds on the Operational Series functionality, and focuses on optimizing enterprise
performance by raising first call resolution rates, increasing enterprise revenue
generation, and ensuring consistent customer experiences. This includes applications
such as Strategic Planner.
* Optional Add-on Features are available with each package to extend functionality further.
Avaya Framework Operational Package

Operational Package includes:
Forecasting and SchedulingClient software used for daily and weekly

forecasting and scheduling.
Web-Enabled Self-ServiceA standard, web-based interface module for agents,

supervisors, and administrators.
Advanced AdherenceReal-time agent adherence tracking, adherence

management capabilities for monitoring adherence to schedule for deferred media,
including aux codes and non-phone-based activities, as well as enabling
management of adherence exceptions.
Basic ScorecardsMeasurement and management application that can help

measure the productivity and efficiency of the company. Uses pre-dened roleappropriate scorecards with pre-packaged Framework and Quality Key
Performance Indicators (KPIs), which display actual performance information on
a daily basis.
Coaching Allows contact centers to make agent coaching a part of daily

operations. It provides out-of-the-box workflow for scheduling, delivering, and
tracking agent coaching that is integrated with individual quality monitoring
evaluation scores and key performance indicators (KPIs).
Avaya Framework - Operational Package contd

Standard Reports - The WFO common reporting engine with a single report writer
across the complete solution allows you to choose from an extensive set of
standard, pre-configured reports. You can schedule reports to run automatically or
run on an on-demand basis. You can restrict access to reports to one or more user
roles.
Ad Hoc Reports allows report analysts to customize and generate simple

graphical or tabular reports by selecting data elements from a catalog, and
applying basic ltering and formatting options. You can set up report queries in
advance and save queries to generate future reports against new data.
Shift Swap Agents can also post, negotiate, and request full or partial-day shift
swaps via an online swap board which is monitored by an automatic conflict
checker and forwarded to managers for quick and easy processing. This can build
morale and retention while allowing your managers to focus on coaching.
Pulse . Used to monitor key metrics that get updated with each fresh batch of
data from the ACD, track and compare actual, forecasted and required statistics by
individual queue or combined queue, view deviations of key contact center metrics
in percentages or absolute numbers and View intraday trends and historical data.
Avaya Framework Advanced Package

The Advanced Package builds on the Operational Series functionality and focuses on
optimizing enterprise performance.
Advanced Package includes:
Time Off Management (TOM)A Web-based module enabling agents to request,

and supervisors to manage, agents time-off and vacation requests.
Advanced Scorecards A superset of the scorecards found in Basic Scorecards

including the ability to display trend information compared to goals.
Strategic Planner Allows you to plan long term for multi-skilled contact center
and enterprise back-office environments, assess the operational and financial
benefits and impacts of different scenarios before making decisions, increase
forecasting accuracy with sophisticated analysis of historical data, plan your
resources to reflect projected customer demand and corporate objectives, develop
optimal staffing plans that minimize costs while meeting service goals, and provide
executives with the information they need to review and rapidly approve budgets
and plans.
Avaya Framework Strategic Package

The Strategic Series Framework Package builds on the Advance Series functionality
and includes:
Learning Lesson Management Enables agents and supervisors to access ondemand learning, to enhance their skills, and to increase their productivity and
performance.
Content Producer An application composed of editing, authoring, and

conversion tools to develop interactive clips for internal training and assessment.
Avaya Framework Additional Features

Additional Licensed Functions and Features:
Blended Media Scheduling (or Multi-Contact)** Enables forecasting and
scheduling for additional media other than phone, such as chat, e-mail, etc.
Shift Bidding A Web-based module facilitating automated shift bidding.
Multi Week Enables you to schedule over a multi-week period rather than one
week at a time.
Operations -- Allows volume control and workload management, particularly
within in the financial services arena.
Projects Nominally part of the Blended Media Scheduling functions, this
separately licensed feature expands the solutions functionality to meet the needs
of non-customer-facing activities in the financial services and banking arenas.
Outbound Scheduling**- Scheduling agents for outbound calls requires different
forecasts, different goals, different scheduling methodology and different tracking
than scheduling inbound agents
** Indicates a No-Cost License Line ItemThese features are OFF by default and turned ON
during the licensing process.
Avaya Framework Additional Features contd

Multi-Site Scheduling** - Designed to accommodate contact centers operating
structure allowing for a single point of control over the entire network, or decisionmaking at individual sites. Information from the sites can be rolled up to present a
complete picture of the entire contact center operations.
Queue Hopping** Enables you to schedule agents to work on different queues

at different times.
Alerts - This solution offers a set of alerts, which can be congured to monitor
deviations from plan of several contact center metrics and events and then notify
one or more identied individuals through screen pop-up alerts or e-mail.
KPI Design (Advanced Scorecards) Enables customer to build custom KPIs.
** Indicates a No-Cost License Line ItemThese features are OFF by default and turned ON
during the licensing process.
Avaya Framework Performance Package

Performance Management Series Framework Package is similar to the Advanced
Series Framework Package. It includes:
Strategic Planner
Volume Capture (part of the Operations functions mentioned above)
Pulse
Alerts
Standard reports
Ad-hoc reports
Advanced Adherence
KPI Design (includes all the functionality of Basic Scorecards and Advanced Scorecards)
Questions and Answers
Review Questions
1. What is Framework?
2. What are some of the applications available with Avaya Aura
WFO?
3. What are the two packages available with Framework?
Module 1 Lesson 2
Framework Architecture and Deployment Overview
Resources
Avaya Technical Overview User Guide Release 12.0Avaya
Technology Map Release 12.0
Avaya Desktop Applications Deployment Reference and

Installation Guide Release 12.0
Avaya Release 12.0 Technology, Security, Encryption, and
Network Integration Deployment Reference Guide
Lesson Objectives
Introduce Framework Architecture

Describe Data flow
Describe Framework Server Roles
Describe Framework Deployment Zones
Define Framework Server Requirements
Overview Framework Implementation
Framework Application Licensable Plug-ins

Web Applications:
WFM Scorecards
Content
Producer
eLearning
Speech
Analytics
Customer
Feedback
Coaching
QM
12.0
IIS Web Server/ Oracle Web Logic Applications Server
BPFX
Integration
Server
SQL Database Server (MS 2008 64 bit)
ACD
Adapters
BPWAREHOUSEDB
CRN
Framework
Cognos Reporting
Server
Framework Data Center
BPMAINDB
BPWHATIFDB
Framework Architecture and Dataflow

Interconnections
Other
Systems
E-Mail
Server
LDAP
Server
Back Office Servers
User
Workstations
E-mail alerts
Web Client
Suite Web Server

Application
Authentication
Statistics
Integration Server
ACD
Application & Web Server

BEA Web Logic 8.1
Agent/manager
Workstation
F&S Client
Scheduler
Workstation
Other
Systems
Contact
Statistics;
Metrics
Cognos Reports
Server
Main Database BP
Main DB
Planner
Warehouse BP
Warehouse DB
WFO Servers
Database Server
MS SQL Server 2000
Planner
Workstation
Framework Server Roles

Database Servers
Microsoft SQL Server
Application Server
Oracle Weblogic manages business logic
Integration Server
Provides seamless information flow between the Avaya Framework and Contact Center
data sources and applications
Reports Server
Cognos ReportNet
Reporting engine comes with a web-based reporting tool
Popup Server
Sends pop-up alert messages based on alert rules or when initiated by a user.
Listens on port 5060 for connections from the application server and pop-up clients
Part of the Pop-up Notification System, which allows intrusive notifications to be sent
directly to the agents desktop.
Framework Software Requirements

Operating System:
Windows Server 2008 (Standard or Enterprise) R2, 64 bit
Memory: depends on configuration - range from minimum 8 GB to 16 GB
Database:
SQL Server 2008 R2/SP1Standard and Enterprise, 64-bit
SQL Server 2008 SP1, SP2, Standard and Enterprise, 64-bit
SQL Server 2005 SP3, SP4, Standard and Enterprise, 64-bit
Web/Application Servers:
IIS 7.5
Oracle WebLogic Server 11g, Release 10.3.4
Microsoft .NET, Version 2.0, 3.5, 4.0
Oracles Java Runtime Environment (JRE) 6.0.xx
Apache Tomcat, Version 6.0.xx
Reporting:
Cognos 8v4, 64 bit
Virtualization Support
VMware Server Version 4 vSphere
Hyper-V (Windows based virtualization platform)
Not supported with 4 x quad-core servers (due to 8-core VMware limitation)
Avaya Desktop Application Matrix
Playback
Administrators
and Analyst
Desktop Resources is a prerequisite package that includes

mandatory resources required by certain desktop
applications.
Managers
Desktop
Resources
Supervisors
Function
Agents
Desktop
Applications
Required to playback audio and screen files from the

Portal.
Form
Designer
Create and manage evaluation and assessment forms. *A

Supervisor or Manager may require Form Designer if they
have Administer privileges.
Standalone
Form
Designer
Offline version of the Form Designer with modified

functionality for customers that need to set up forms in
advance of installing Interactions and Analytics
Imports individual users (not in bulk) from a windows

domain into the User Manager.
Screen Recording
(AIM)
Trigger audio recording, screen capture and provides

logging information.
Pop-up
Notification
System Client
Send notices to agents manually, or automatically

based on performance parameters.
Content Producer
Use to develop learning clips. Standalone product for

developers of training content.
Administrators
and Analyst
User Import
Support Package
Managers
Function
Agents
Desktop
Applications
Supervisors
Avaya Desktop Application Matrix (continued)
X
X
Managers
Forecast and Scheduling
Manage and plan contact center activities.
Strategic Planner
Strategic resource planning.
Phonetic Boosting
Add new terms/phrases to the Speech

Recognition engines pre-defined vocabulary
and boost the recognition of all terms/phrases
that are part of your companys vocabulary.
Real Time Speech

Calibration Applications
Analyze and diagnose Real Time Speech

Notification performance. Add pronunciations
to terms and calibrate notification scoring
methods.
Administrators
and Analyst
Function
Agents
Desktop
Applications
Supervisors
Desktop
Applications
Function
Agents
Supervisors
Managers
Administrators
and Analyst
Desktop Gadgets
Displays Scorecard KPI information on the Desktop

with near real time updates.
Logger
View log information for troubleshooting purposes.

*Agent Logging is also possible using the log
component of the Screen Capture Module.
Avaya Desktop Application Supported Operating System

Windows 2008 64-bit,
32-bit, R2, R2 SP1
Windows 7, SP1 (64bit/32-bit) (Ultimate,

Enterprise, Business
Windows vista SP2 32bit (Ultimate,

enterprise, Business)
Windows Vista SP1 32bit (Ultimate, Enterprise,

Business)
Windows 2003 SP1,

SP2, R2 32-bit Standard,
Enterprise
Windows XP SP3
Windows XP SP1, SP2
Desktop
Applications
Screen Capture Module (AIM)
Playback
Form Designer
Standalone Form Designer
User Import Support Package
Logger
Pop-up Notification System

Client
Windows 7, SP1 (64bit/32-bit) (Ultimate,

Enterprise, Business
Windows vista SP2 32bit (Ultimate,
enterprise, Business)
Windows Vista SP1 32bit (Ultimate, Enterprise,
Business)
Windows 2003 SP1, SP2,
R2 32-bit Standard,
Enterprise
Windows XP SP3
Desktop
Applications
X
X
X
X
X
Forecasting and Scheduling

X
X
X
X
X
Strategic Planner
X
X
Phonetics Boosting
X
Desktop Gadgets
Content Producer
X
X
X
X
X
X
X
X
Windows XP SP1, SP2
Windows 2008 64-bit,

32-bit, R2, R2 SP1
Avaya Desktop Application Supported O.S. (contd)
Additional Desktop Requirements

Internet Explorer 7, 8, 9 (32-bit)
Virtualization:
VMware View
Citrix Server Version 6, 64 bit
HyperV
Java:
JRE 5.0, JRE 6.0, and JRE 7.0 are supported including all minor version releases.
Microsoft
.NET 2.0 SP1, .NET 3.5, .NET 4.0
Visual C++ 2008 Runtime 32-bit
Direct X 9 and higher
Adobe Flash Player Plugin Version 7 and higher
IT and Security Considerations

Framework uses Microsoft Windows Domain. All Framework servers, service user
accounts, and service groups must be members of the Active Directory.
The domain controller can reside on any customer Domain Controller environment.
Desktops that reside on the customer domain must be able to resolve the IP address for
system servers based on their FQDN or host name.
The Domain Controller can also be deployed on a Framework server.
In multiple domains, all server must use the same service account.
Multiple NICs on a Domain Controller can cause Active Directory and DNS problems,
often resulting in authentication issues.
Static IP addressing is required for Avaya Framework .

IPv6 protocol is NOT supported.
IPv6 is enabled by default in Windows 2008 server
IT and Security Considerations (continued)

IIS only on Data Center Application Servers
Machine with FTP enabled
Required for data sources that send data files to Framework via ftp; for example, CMS
System Deployment Zones

The Avaya Framework logical architecture is
based on two deployment zones:
1. Data Center: Serves as a centralized, single
point of access where application data and
content metadata is accessed, managed, and
maintained.
All databases, application servers, and
integration servers reside in the Data Center
zone.
Data Centre
Site
Site
2. Sites: Provides integration with the customer

environment Not used in Avaya
environment.
Desktop: Provides the agent or supervisors
working environment.
Avaya Deployment includes one Data Center and Desktops (depending on

the system size and scaling)
Data Center Zone

Data Center
Databases
BPMAINDB
BPWAREHOUSEDB
BPWHATIF
CRN (Cognos)
Depending on Platform selected, many
others might be installed but not in use;
e.g., Recording database, quality
database
Web Services and Applications
WebLogic & IIS

Secure Access to Data
Serves Entire Users in the Enterprise
System Management Application
Integration Server
Agent Information
Agent State adherence data
ACD
Framework Integration Services
(Integration Server BPFX)
Databases
Reporting
Services
Web Services
Web Applications
Integration Server
Reporting Services
Cognos
Reporting Management
Reporting Engine
Data Center Zone Database Overview

Data Center zone databases contain the following information:
System Management Data: Includes IT-oriented information on licenses,

configuration, and data sources.
Application Management Data: Includes business-oriented information on:

User management: Includes users, hierarchy, roles, and user preferences
Application management: Includes forms, flags, reports, and Key Performance
Indicators (for Scorecards).
Application Data: Includes raw contact information, evaluations, agent adherence to
workflow procedures, and scorecard source measures, and excludes audio and screen
information.
Data Center Zone Database Overview (continued)

BPMAINDB - Operational database :
Contains all employee and organization data and it is the primary database for
information.
Production database, required for all installations
Stores critical information such as security, employees, organizations, as well as work

queue statistics, scheduling information and history, and time records
BPWHATIFDB - What-If database:

Created as an exact copy of the BPMAINDB
Used to explore different ways of producing schedules or obtaining statistical information

using data from the operational database.
BPWAREHOUSEDB - Scorecards data warehouse:

Contains performance statistics that are extracted from the data sources
Installed and used with Scorecards
CRN - Reporting Database:

Contains reports required by the Reporting Service.
Installed and used with Cognos.
Data Center Zone Web Services Overview

Web services provide a secure interface for the upload, retrieval, and updating of
Data Center zone database information, and of real-time information received from
the CTI switch, such as the status of an agent, the number of active agents, and
other user data.
Web services include Marking Web Services and Data Access Services, which
enable third-party integration and professional services that enhance the product.
Web services are exposed over the WebLogic application server and the Internet
Information Services (IIS) Web server.
All users log on to the system through Web applications. A single point of
authenticationSingle Sign-On (SSO)provides access to all the application
servers in the system, as defined by user privileges.
Web applications run application pages with system management and application
management data.
Data Center Zone Web Services Overview (continued)

The application cluster consists of one or more application servers, depending on
the deployment size. In large deployments with more than one server, the
application servers are deployed behind a Network Load Balancer (NLB) and
each server exposes the same set of applications and services.
All application servers run the same version of software and have an identical
configuration.
Users access the system from the URL of the NLB. The NLB routes the user to
one of the application servers.
The application cluster consists of one or more application servers, depending on

the deployment size.
In large deployments with more than one server, the application servers are
deployed behind a Network Load Balancer (NLB) and each server exposes the
same set of applications and services.
Data Center Zone Integration Services Overview

The Integration Server runs
individual adapters used for
importing data into the
Workforce Management
databases.
The Workforce Management

web applications System
Management modules
Integration section gives you
access to Integration Server,
an open integration platform
that provides seamless
information flow between the
Foundation and contact
center data sources and
applications.
Data Center Zone Integration Services Overview

(continued)
Integration Server consists of the following main software components:
The Integration Server service
The Workforce Management web applications System Management modules
Integration section. This section is used to configure Integration Server.
Integration packages, interfaces, and adapters.
Data Center Zone Report Services Overview

The Workforce Management Report Framework is a web-based enterprise report
management and distribution multi-tier system.
Applications Reports
Foundation
WFM
Cognos Report Net

Server
Scorecard
eLearning
Customer
Report Viewer
Report Framework
Report
Scheduling
Report
Distribution
Web Browser
Email
Printing
Custom
Reports
Ad hoc
Reports
Query Studio
Report Prompts
Report Security
Cognos Tool
Extendable
XML Driven
UIF Widgets
App Selectors
Formats
HTML
PDF
Excel
Tpic Licensing
Report Access
Report Net Web
Apps $SO
Foundation
Security
Report Net
Security
WFO CAP
[Customer
Authentication
Provider]
The reporting architecture relies heavily on the infrastructure and interfaces

provided by the Foundation and by the report server that hosts the reports.
Cognos ReportNet is used as the report server.
Data Center Zone Report Services Overview (continued)

Key components involved in the process of producing and viewing of report data are:
User interface components within Framework that support navigation through

report objects, scheduling of reports, report access right setting, running reports,
and viewing reports.
Report parameter controls that simplify the process of entering parameter values.
Cognos ReportNet services that implement enterprise report management, report
running, and the report distribution system.
The Report Framework packages that implement a java interface between the user
interface and Cognos ReportNet.

The Report Security component.
A Web server (Apache Tomcat), which the Report Framework uses to
communicate with Cognos ReportNet.
The Production database (CRN), which contains report subschema (tables, stored
procedures, row data, composite report data) used to configure the Report
Framework, manage report objects, and produce report instances.
A report data dump component, which is used on a regular basis or on demand to

produce composite report data and persist them in the production database.
A report viewer, which is a web-based Cognos product used to view report data.
The Report Framework is a web-based enterprise report management and
distribution multi-tier system.

The Report Framework supports three types of information flow:
1. Managing report objects
Cognos ReportNet takes a SOAP request, parses it, produces an output SOAP response
about properties of required report object(s), and then passes it back to the Report
Framework. This stream is then passed on to the related report page, and is then served
to the Web client through the BEA Weblogic Server.
2. Viewing report data

Cognos ReportNet takes an HTTP request, parses it, and uses the report output data to
produce a report instance. The report instance is then passed to the browser through the
Report Viewer.
3. Running adhoc reports

The Report Framework starts Cognos ReportNet Query Studio application using single
sign-on.
Framework Data Flow
Database Server
Application
Server
Port 8001
Forecasting
and
Scheduling
BPWHATTIFDB
Integration
Server
Integrations
Web
Application
BPMAINDB
Data Warehouse
Sync
Application
Server
Port 7001
BPWAREHOUSEDB
Framework Data Flow (continued)

Integration Server extracts basic call data from the ACD or other data source and
provides it to the web application. This data includes:
call volumes
AHT, backlog (for deferred contacts)
service levels
Abandons
agent log-on/log-off times
agent state changes
personal performance statistics for each agent
Integration Server also manages the flow of data between the BPMAINDB
database and the BPWAREHOUSEDB database through synchronization
processes.
Framework Data Flow (continued)

All Forecasting and Scheduling-specific data is viewed and manipulated through
Forecasting and Scheduling.
All other data is managed and configured through a browser-based interface (or
web application) that allows direct access to the application server.
Synchronization between BPMAINDB and BPWHATIFDB as well, which is

triggered by Forecasting and Scheduling.
New data created in the What-If database stays in What-If; each time the
synchronization is triggered, it overwrites existing content from the What-If
database first.
Pop-up Server
Various components of the Popup notification system and the
communication protocol
between them are shown here.
Supervisor
logged in WFO
WFO Server
Pop-up server and the

Application Server are typically
installed on the same computer.
HTTP
Agent Desktop
Running Pop-up
Client
Pop-up client, which is a

standalone application, is
installed on employee desktops.
SIP
SIP
Pop-up Server
Pop-up Server (continued)

Pop-up clients by default listen on a TCP port 2701. The Pop-up server opens a
connection to the pop-up client on this port. If this port is in use, the user must
select another port.
The port number will be used when installing the pop-up client.
The pop-up feature enables users to get real time alerts. The server can handle
two types of notifications:
On Demand Manual - A user logs on to the Workforce Management web application
and sends a Pop-up notification using the Send Message button.
Rule Based Automatic - The Workforce Management administrator configures Alert

Rules. When such a rule is triggered, Pop-up notifications are sent automatically.
Pop-up Server Continued (Server)

The features of the Pop-up Notification System include:
.NET Pop-up client running on agent desktop to view messages
HTML rendering of messages
Message with Single Sign-On URL
Message priority
Message managing deleting
SIP Messaging Protocol, Open Source Implementation (SIP Foundry)

DNS, SSL, and NAT/Firewall Support
Load Balancing and failover of SIP servers
Desktop
Thick Client Application

Screen Recording
WFM Forecast & Scheduling
Customer Environment
Desktop
Strategic Planner
Pop-Up client
Desktop
Logical System Building Blocks

Server
Physical hardware and operating system:
Windows 2008 R2, 64 bit
SQL 2008
Each server hosts only one platform.
Multiple servers can run the same Platform (scale up).
Platform
Predefined logical group of server roles that are installed together on a physical server.
Data Center
Framework Database and Reporting
Framework Database
Hardware and OS are independent.
Only one platform can be installed on a physical server.
Server role
A logical, predefined set of components providing specific functionality for the system
Framework Database
Framework Application
Single Server Solution

Consolidated Data Center platform used for single box solution.
Consists of all Server roles (Data Center and Site).
Most common design for Single application-only installation.
Consolidated Data Center Server 1

Data Center
Databases
Reporting Services
Web Services
Framework Integration Services
Web Applications
Multiple Server Solution

Server roles are physically separated based on customer design.
Data Center platforms:
Server 1 Database server roles and Framework Integration Service
Server 2 Applications server
Server 1 Data Center Zone
Server 2 Data Center Zone
Database and Reporting Platform
Applications Platform
Databases
Web Services
Reporting
Services
Web Services
Web Applications
Integration Services
Framework Platforms
Framework Data Warehouse

Framework Reports
Framework Applications
Framework Integration Service
Application
Framework Database
Reporting
Data Center
Data Warehouse
System
Framework Database
Common
Framework Database & Reporting
Roles
Database
Type
Data Center
Platforms
Documentation Note: Avaya Aura Technical Overview

System Building Blocks Server Role Names Review

Framework Server Role Name
Framework Applications
Framework Data Warehouse
Framework Database
Components
User Manager, EM, WFM, SC, eLearning,

Coaching, Pop-up
BPWarehouseDB
BPMainDB User Manager, EM, WFM, SC,
eLearning, Coaching
BPWhatIf Same (Synched)
Integration Server (BPFX)
Framework Reports
Cognos
Review Questions
1. True or False? BPMAINDB is the operational database and
contains all employee and organization data for Framework.
2. The _____________ manages the flow of data between the
BPMAINDB database and the BPWAREHOUSEDB database
through synchronization processes.
3. Name the databases that make up the Framework solution.
4. How many zones exist in Framework and what are their names?
5. Can two Platforms be installed on the same hardware machine?
6. Can you deploy the Data Center zone on more then one
hardware machine?
7. True or False? Reporting Services (Cognos, Reporting
Management, Reporting Engine) resides on the Site deployment
zone.
8. True or False? The Database and Application server must
reside on the same server.
Module 1 Lesson 3
Framework Documentation Overview
Lesson Objectives
List all the Framework Documents required for installation and

configuration
Provide and Installation and Configuration Documentation Map.
Framework Documentation
Pre-Installation: The following documents should be gathered to design and prepare
your Framework systems:

Avaya Release 12.0 Technology, Security, Encryption, and Network Integration
Deployment Reference Guide
Avaya Aura WFO Security Configuration Guide Release 12.0
Avaya V 12 Customer Furnished Equipment Guide(xlsx)
Avaya Aura Performance and Sizing Guide Release 12.0

Avaya Technology Map Release 12.0
Avaya Desktop Applications Deployment Reference and Installation Guide
Release 12.0
Avaya Firewall Ports Configuration Release 12.0 (xlsx)

Avaya System Settings, Rights, and Services Hardening Release 12.0 (xls)
Site Preparation Checklist (xls)
Avaya Server Readiness Validator Release User Guide 12.0
Framework Documentation (continued)

Installation:
Avaya Aura Workforce Optimization System Installation and Upgrade Guide Release 12.0
Avaya Aura Workforce Optimization System Installation and Upgrade Guide Release 12.0
Upgrades:
Avaya Aura Workforce Optimization Suite Upgrade and Migration Guide Release 12.0
Configuration:
Avaya Enterprise Suite System Administration Guide Release 12.0
Avaya Enterprise Manager Configuration and Administration Guide Release 12.0

Avaya Aura Workforce Optimization Generic Interfaces and Adapters Guide Release 12.0
Avaya Aura Workforce Optimization Avaya Interfaces Guide Release 12.0
Administration:
Avaya Enterprise Suite Framework Administration Guide Release 12.0
Avaya Enterprise Suite User Management Guide Release 12.0

Avaya System Monitoring, Messaging, and Alarms Guide Release 12.0
Avaya Archive Administration Guide Release 12.0
Framework Documentation List (continued)

ACR
Avaya Contact Recorder Integration to Workforce Optimization Guide Release 12.0
QM
Avaya Quality Monitoring Form Designer User Guide Release 12.0
Avaya Quality Monitoring Standalone Form Designer Installation Guide Release 12.0
WFM
Avaya Aura Workforce Optimization Workforce Management Administration Guide
Release 12.0
Avaya Aura Workforce Optimization Internal - Quality Calculator V11 Adapter Guide
Release 12.0
Avaya Aura Workforce Optimization Internal - Staffing Calculator Adapter Guide
Release 12.0
Scorecards:
Avaya Scorecards KPI and Source Measure Reference Guide
Avaya Scorecards Administration Guide Release 12.0
Avaya Scorecards Users Guide Release 12.0
Avaya Aura Workforce Optimization Scorecards Adapters Guide Release 12.0

Reporting:
Avaya Aura Workforce Optimization Framework Reports Guide Release 12.0
Avaya Aura Workforce Optimization Report Parameters Release 12.0
Avaya Aura Workforce Optimization Creating Reports in Cognos Release 12.0
Avaya Interactions and Analytics Reports User Guide Release 12.0
Avaya Interactions and Analytics Ad Hoc Reports User Guide Release 12.0
Avaya Scorecards Ad Hoc Reports Guide Release 12.0
Speech Analytics:
Avaya Speech Analytics Essentials User Guide Release 12.0
Avaya Advanced Speech Analytics User Guide Release 12.0
Customer Feedback:
Avaya Customer Feedback Users Guide Release 12.0
Avaya Customer Feedback Supplementary Installation Guide Release 12.0
Avaya Customer Feedback Administrator Guide Release 12.0
eLearning
Avaya eLearning Administration Guide Release 12.0

Coaching:
Avaya Coaching Administration Guide Release 12.0
Avaya Coaching Users Guide Release 12.0
Content Producer
Avaya Content Producer User Guide Release 12.0
Locate Documentation
Framework Documentation is included on the software DVD and is available for
download from:
http://support.avaya.com
Lab
Lab: Documentation
Complete the Documentation Lab section of your guide.
Module 02
Server Readiness, Installation, and Deployment
Module Objectives
Understand Server Readiness and Validation Tools
Perform Platform Installation
License and Activate system
Module 02 Lesson 01
Installation Overview and Preparation
Lesson Objectives
Define Framework Installation Steps.

Outline Framework installation Steps.
Validate System Prerequisites
Framework Installation Overview

The Avaya Framework is composed of
a number of services that can be
installed on a single server or multiple
servers.
Each of these services is defined as a

server role.
Platform
Software only
Server Role 1
Component (MSI)
A server role contains a predefined set

of components. A component is an
installation unit (for example, an MSI).
The component is the smallest software
module of the installation package.
A predefined logical group of server

roles that are installed side-by-side on a
server is defined as a platform. The
platform does not depend on the
hardware.
Server Role 2
Component (MSI)
Server Role n
Component (MSI)
Servers
Installed with a single platform
Two or more physical servers
can have the same installed
platform
Installation Overview
The following steps are completed for Framework installation:
1. The customer designs, purchases and prepares, the server infrastructure
according to the Avaya Customer Furnished Equipment Guide (xls).
2. The customer prepares the site for installation using the details provided in the
Avaya Release 12.0 Technology, Security, Encryption, and Network
Integration Deployment Reference Guide and fill in the Site Preparation
Checklist (SPC).
3. The installer is provided with the design document, the latest software, license and
verifies site readiness for installation.
4. Prepare and connect the servers to the customer network
5. Prepare the domain controller:
Join the servers to a domain controller (customer or isolated domain)
Verify user accounts for installation, application, and maintenance
6. The installer validates the server prequisite using the Server Readiness
Validator.
7. Install Avaya WFO Framework via the Server Readiness Tool using the
instructions provided in the Avaya Aura WFO Release 12.0 System Installation
and Upgrade Guide and details specified in the project design document.
8. Install any available software enhancements.
9. Activate Framework licenses and configure server roles. 2013 Avaya, Inc. All rights reserved. Page 77
Framework Network
The Framework server is installed on the local LAN and connects to telephony
systems, for example the CCMS server using standard IP network protocols and
database access methods.
Framework Network(continued)
The system uses Microsoft
Windows network and operating
system services as the basis for
system security. The systems uses
Microsoft Windows Domain and
Forests as the basis for
authentication.
The system servers, service user

accounts, and service groups must
be members of the Active
Directory.
In all cases, the Windows

Networking model for security and
directory services has the core
concept of a Domain. Active
Directory adds the higher-level
Domain Tree and Forest.
Joining Server to Domain

Before joining an Avaya Aura WFO server to a domain, ensure the server has the
following:
A connection to the customer network
A valid IP address
A continuous connectivity to the domain controller
A properly configured DNS server
Based on the customer choice of domain type, join all Avaya Aura WFO servers to
either:
Customer domain (to be performed by the customer)
Desktops that reside on the customer domain must be able to resolve the IP address
for system servers based on their full qualified domain name or host name.
Dedicated domain
In multiple domains, all servers must use the same service account .
All servers must be able to resolve and authenticate with service account.
Joining Server to Domain (continued)

To set up a dedicated domain:
1. Install a Domain Controller on a server.
The recommended server is the server that hosts the Framework Applications server role
(depending on the deployment, the server can be installed with either the Consolidated,
Data Center or Application platforms).
If system includes more than one server, install a Domain Controller on each of the
servers and configure a replication between them for redundancy purposes.
2. Join the Avaya Framework servers to the dedicated domain.
3. Establish a one way trust from the dedicated domain to the customer domain.
Note
See Microsoft MSDN site for more details.
Time Synchronization
All server clocks must be fully synchronized between each other and with the
domain of which the server is a member.
All servers must be set up in the same way with regards to automatically adjusting
clocks for daylight saving changes (with this feature either enabled or disabled
across all machines).
If servers reside on different domains (even when in the same forest) and sync
directly with their domains, the domains' clocks must be synced.
The system does not support custom time zones.

The system automatically sync according to Olson Timezone Database to retrieve
daylight saving time shifts.
Servers must be up-to-date with the latest Time zone related hot-fixes released by
Microsoft.
Preparing for Installation

Review Anti-Virus Exclusion List to prevent scanning of files and folders during
installation.
The installation package (3 DVDs) is copied all together to a single location and is
accessible. This means merging the contents of each folder on the DVDs into a
single location.
Management Service Account (IMSA) has all required permissions set.
Note
Ensure that the password for IMSA has NO special characters.
Ensure IIS is installed and has FTP enabled (if required; i.e., Avaya integration).
Also ensure IIS6 compatibility components have been added.
Windows Firewall Service ensure it is stopped/disabled

Disable the Data Execution Prevention setting (Cognos related)
Screen saver disabled
Preparing for Installation (continued)

SQL SERVER
Ensure SQL Server has been installed with a domain account with Administration
rights on the server. Failure to do so will result in the Application Service Account
being rejected as invalid even though correct credentials are entered at the time.
Verify SQL has been installed with Windows or Mixed Mode Authentication.
Ensure SQL Server Agent service has been set to Automatic and is running, prior
to running Framework installation.
Management Service Account (IMSA)

Account
Requirements
Installation Account
Account that will have access to the installation media
Management Service Account
A domain user account used for the following purposes:

Running services of Avaya Aura applications
Accessing multimedia files using file-security access
Configuring services to run with management account privileges
Managing and accessing the SQL databases
This account must be a domain user with the following
rights for each of the servers:
Local administrative rights part of Admin group and User group
Group Policy:
1. Logon Service rights
2. Lock Pages in Memory rights
Access from network
Administrative rights on SQL Databases sysadmin Group
No SPECIAL characters in the password
NOTE: account used to log on to the SRTool for installation
Installation Tools
The following software tools are used to install Framework:
Server Readiness Validation tool system prerequisite validation.

Server Readiness Tool (SR Tool) - system installer.
Server Readiness Validation Tool

Server Readiness Validation tool
Independent customer-facing tool; customer runs on all servers before installation.

Tool to validate the server against the server requirements, and that the server is
ready for the installation:
Hardware specifications
Operating System settings
Third-party software
Network Settings
Partitions
Creates a report to show any trouble spots.

Does not cover all required parameters some manual validations are required:
Disk size and capacity for storage
Database drives
Disk performance
SR Validation Process
The validation flow process is as follows:
1. The Server Readiness (SR) Validator reads a server's current server installation.
2. The user selects the Server Group (such as Core Data Centers Servers) and
Server Type (such as Application Server).
3. The user inputs the appropriate values to reflect configuration of server.
4. The SR Validator compares the current installation and configuration with the
requirements files for the selected server and displays the results for the server.
5. The results can be exported to an HTML file that includes the server's current
status together with the server requirements.
6. All the servers validation information is maintained on the server you validated.
This information is then used during the servers installation process.
7. FIX what needs FIXING!!
SR Validator Tool (continued)
1. Searches
for server
2. Select
Group
3. Select
Server Type
4. Modify settings as
necessary
5. Compares the current

installation and
configuration with the
requirements

SQL Trace Flags are a common setting not set during installation.
Steps to fix found in SQL Server Setup eWare Guide Ch2: Post Installation.
6. Verifies SQL
Server values and
settings
Sample of Report
SR Validators
Server Readiness will pop an alarm for any issue found it will never fix the problem.
Generic text validation and

range limiter
Ensure that values are as we expect them to be; for example,

if we asked for a value that has a distinct mask folder
locations, ports (that have a specific ranges), and others.
Admin (IMSA and installer)

permissions validation
Validates that a specific user has a log on as a service

permission, which is required for installation
Drive validation
Validates that the storage location to which we are going to

install exists, and has enough free space.
SQL validation
Maintenance Group validation
Validates that the domain account can log on to the SQL

server we require, and has all the permissions required for
the install to succeed
Validates Maintenance group existence in the local or Active
directory
Lab
Lab: System Validation
Complete the System Validation Lab section of your guide.
Module 02 Lesson 02
Framework Platform Installation
Lesson Objectives
Describe the SR Tool.

Describe Framework Installation.
Describe Framework Software files.
Install Framework.
Validate Framework Installation.
Troubleshoot Framework Installation.
Server Readiness Tool (SR Tool)

Framework is installed using the Server Readiness Tool (SR Tool):
A .NET2 XML-based proprietary Installer designed for installing the Framework platform
on both the local and remote servers.
Enables concurrent installation of remote multiple servers from a local server. This
means you run the Installer and install the relevant platforms on the remote servers over
the network.
The same tool is used for Service Packs and HotFix deployments.
The SR Tool checks software on server and deploys:
All 3rd-party software
WFO applications
Does not include SQL servers (part of pre-requisites).
Server Readiness Tool (SR Tool) (continued)

SR Tool pack includes:
Platforms XML-based structure of platforms installation (software only)
Components installation infrastructure
Pre-installation, 3rd-party, shared components, post-installation contains MSIs
Roles list of components per role
InstallerSetup prerequisites for the SR

Installer Setup.exe
Release Notes.htm version tracking for SR engine
Installation Guidelines
The Installer enables concurrent installation of remote multiple servers from a local
server. This means, you run the Installer and install the relevant platforms on the
remote servers over the network.
Follow these guidelines:

Avaya recommends running the Installer from a local server that is not part of the
deployment (allocated temporarily for this purpose only). If a temporary local server is not
available, run the Installer from a local server with the least time consuming installation
(for example, the Application server).
Do not install the local server and remote servers simultaneously, because during the
installation process, the server requires a restart.
Install the local server either before or after the remote servers installation.
In deployments that include at least one Application Server, you must install the
Database platforms before installing the Application server. This is due to a dependency
of the Application Platform on the Framework Database server role.
Do not install more than 10 platforms concurrently.
Framework Install Flow

1. Install Base version Framework.
2. Install Service Pack - SP1.
3. Install any Hot Fixes.
Framework Software Files

As of the release of this course, the following software files pertain to WFM:
Software
Filename
DVD
Framework Base DVD 1
AVAYA_Aura_Platform_DV
D_1.iso
Yes
D_2.iso
Yes
D_3.iso
Yes
Framework Service Pack 1
AVAYA_Aura_SP1.iso
Yes
Comments
Installation Timing
The following table provides time estimates required to install each of the
platforms. The time is based on laboratory conditions with the following
specifications:
All servers hardware: Intel Xeon 1.6GHz 2.33GHz (2 processors) 2GB RAM
Network bandwidth: 1Gbps
The actual time depends on the amount of traffic on the network.

Platform
Total Install + Restart Time (hh:mm)
Data Center
03:00
Application
1:30
Database
02:00
Data Warehouse
00:45
Reporting
01:30
Framework Database & Reporting
02:00
Framework Database
01:15
00:45
Framework Installation
Use the IMSA account to log in and install.
Make sure to select Remember My Password.
Select Remember My
Password
Framework Installation (continued)

These credentials are used to access the install media (not necessarily the same
as IMSA).
First select
Group, and then
select Platform
Service Account must be granted

the Logon as service rights
within Local Group Policy.
Identify the location of the SQL

Server.
Make sure the correct directory
drive is identified for all
databases.
Make sure to set the

correct START DAY for
Framework
DATAWHAROUSE!!

Standard View
The properties in standard view include the default settings for all databases and
the properties that are commonly used.

Advanced View
The properties in the advanced view include optional properties specific to each
database, in addition to the properties in the standard view.
Setting values in advanced view overrides the default values.
SR Tool verifies for

software pre-requisites
and installs what is
needed.
Click Next to continue the

installation after the
settings are completed.
Click Install to continue.
Framework Service Pack Installation

All Service Packs and most Hotfixes are applied using the SR Tool.
Run the setup.exe for SR Tool from the Service Pack directory.
Framework Service Pack Installation (continued)
Select the Group to

install
Framework Service Pack Installation (continued)
All settings are displayed.

Click Next to install.
Framework Installation Limitations

In a distributed environment, the installation of Framework database MUST be run
prior to installation of Application and Reporting platforms.
You cannot use \ at the end of software, data, and DBs Directory names.
You cannot use (space) in software, data, and DBs directory names.
You can use up to 30 characters in software, data, and DBs Directory names.
The domain name cannot be FQDN.
If you get this error in the first page of SR, this
indicates there is a problem with installer user.
Validators Errors
Sample of Failed Installation

If installation fails, it will stop at that point and quit from tool.
Once the issue is resolved, restart the SR Tool and it will pick up where it left off.
Troubleshooting
In case of Server Readiness failure, track the failed component
by going to:
C:\Program Files\Server Readiness\Log\installer\log-file (32 bit), or
C:\Program Files (x86)\Server Readiness\Log\Installer\log-file (64 bit)
SR log collection tool A separate log collection for the SR located in the SR
installation kit ..\InstallerSetup\LogCollector.
Install Success!
Launch browser and navigate to WFO URL to access the login screen
http://<appserver>:7001/wfo
Login: wsuperuser/pumpkin1
Install Success! (continued)

The only screen available is the licensing module. Framework is not accessible
until the license is applied.
Lab
Lab: Framework Installation
Complete the Framework Installation Lab section of your guide.
Review Questions
1. Describe the installation tools used during the installation
process.
2. Which OS is supported in Framework?
3. What are the required rights for the IMSA account?
4. Which account should be used to run the SR Tool for installation
of components?
5. Which special characters are permitted in the IMSA account
password?
6. Do I have to select "Remember My password" on the login
screen of the SR Tool? Why?
7. What information is required to install the F&S client on user
PCs?
8. Does the Framework System require static IP addressing?
Module 02 Lesson 03
Licensing and Product Activation
Lesson Objectives
Understand Product Licensing.

Access licensing page in Web application.
License Applications.
Activate features and products.
Framework Licensing
Licensing for the Framework is centrally managed, and is designed to allow the
system to monitor license usage, statistics and violations reporting.
These are the outcomes of successful license and product activation:

Enterprise configuration: the installer sets up the customers Enterprise hierarchy and
configure the server roles associated with the products for which the customer purchased
the license.
User management: roles and privileges related to selected products are activated,
depending on the licensing.
User interface: Modules and screens are visible in the suite portal depending on the
products that were activated.
Licensing Details
License is used to limit usage of the system.
Applications/features limits the applications available from the suite.
Number of entities limits the number of entities supported by the licensed application.
Licensing information is encapsulated in an XML file that contains the following

encrypted information:
Licensee name.
License Reference Number.
One or more licensed items (application or feature).
Each licensed item contains an expiration date and attributes such as Employee, Seat, or
Units.
Licensing Details (continued)

Licensing generation, Web-based application available for access twenty-four
hours, 7 days a week
URL: https://ilaccess.verint.com/V11Activator/Activate.aspx
Input: License Reference Number (LRN) and License registration key
Output: XML license file
Licensing Workflow
1. New (unsigned) license creation during Fulfillment:
The licensing process begins with an initial unsigned license file that is generated after a
customer order is placed. The license is then stored with a unique license reference
number.
2. Enterprise Suite Installation:

The customers Enterprise solution is installed.
3. License registration key generation:

During installation of the customers Enterprise solution, a license registration key is
generated.
4. License activation:
Upon completion of installation, the installer activates the license using the license Web
application. Both the unique license reference number and registration key are required
for the activation. This creates an active (signed) license file.
5. Product activation:
To activate products, the installer logs on to the Avaya Aura portal and, in the License
administration screen, uploads the newly activated license document and restarts the
server.
Licensing
Before applications can be configured a license file must be installed within
Framework.
Enter the URL of the system installed with Framework

http://<ApplicationServerName>:7001/wfo/
On the logon screen, type the default administrators user name and password:
wsuperuser and pumpkin1.
Click Login. The portal opens, displaying only the General Settings and License
Management tabs.
Click on the System Management tab and under General Settings, click on the
License Management entry.
Retrieving License Registration Key

The License Management page opens.
The default license state is expired and a license file is required to activate the
Framework installation.
The License is based on the Registration Key (generated by the Framework

installer) and a License Reference Number (vendor generated) and is unique to
each Framework server.
You will need to copy the Registration Key to proceed with activation.
License Activation
Navigate to the license activation Web application at this URL:
https://ilaccess.verint.com/V11Activator/Activate.aspx or
https://oaccess.verint.com/V11Activator/Activate.aspx
The License Activation screen opens.
In the License Reference Number (LRN) text box, type the LRN.
Click Go.
Click Accept.
License Activation (continued)

The screen refreshes with the license details. Click OK.
The screen refreshes, displaying a number of verification fields: End User
Contact Name, End User Contact Telephone Number, End User Contact
Email, as well as fields to enter and re-enter the 32-digit Registration Key.
Enter the appropriate information in the End User Contact Name, End User
Contact Telephone Number, and End User Contact Email fields.
Enter the registration key (RK) in the Please enter the 32-digit Registration Key
(RK) and Re-enter the 32-digit Registration Key (RK) fields.
Click OK.

The screen refreshes again showing the XML file, which you copy to your hard
drive and then use to activate your licensed products.
Click Download to download the file to your computer. The license file opens.

Do one of the following:
Save the XML license file on your hard drive.

OR
If you dont want to save the file immediately to your hard drive, access your e-mail
at a later time at the address you provided above (End User Contact Email). You
should receive an e-mail that confirms your details and that includes the file
attachment for your license. Open and save the attachment on your hard drive.
Sample XML License File

<?xml version="1.0" encoding="UTF-8" ?>
<BP-licenses LRN="L01304B7F7A5E-3011" activateDate="06/01/2011" expiresInDays="90" format="2.0" product="Workforce Optimization
Suite" release="12.0.0">
<licensee>AvayaLab Corp</licensee>
<item displayname="Forecasting and Scheduling - RFS - 93-530-4038" name="WES">
<expiration>08/30/2011</expiration>
<max-seats>100</max-seats>
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcevHlLQ2LpT79d
GSTlIf1+cOaDQryVHlPfyMvMHh0UeMyanS38XMg3xS7Kz6L8WxXwp4iZJorwQIL9qCaI/HOV/vp0
2RRIKGJPnGSPnebYiz8ufggZhZ9sXpRdgAtJI8pY3nv984GvF0gikKplqPUSPg==</signature>
</item>
<item displayname="ACD Monitoring - 93-530-3095" name="ACDMonitoring">
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcet1iPk9kKNGh0
U+CZgINkX8RkOtLiJf55nz9UJQ/i3SSxGNmk8/gFq93O5MZo34gxn4GmyprPHZ01AKiKC0qcGOFq
vI5EikYJsBQR6okyptMNJOPyAxA1r9RxLPirLiQi</signature>
</item>
<item displayname="Performance Management Basic Scorecards - 93-530-3091" name="AdvisorEssential">
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrcefgydnOAdV59g
/pVUCBXPi8PPWWhgQfsCNiFs7O3DygY9R2JNLeeqWmVtB0TaTXOnzDZfqzDroSrLKpF3OKbOj6TY
FqqsRB8b2y19QIUoI8ss9A2AniUzvzbHjBlyrif+iBXHVYIAdBw4vZ2SyGc4+QjA6n2AGgdlvOY3 xlxy2Jk=</signature>
<item displayname="Performance Management Advanced Scorecards - 93-530-3092" name="AdvisorExpress">
<signature>WASi7pqwfplz8li9AtyN7IL2ahTFj6bNaomMDJ/GyhqvV2LJIea+kekFdiMzzrce9WgWthrff4tV
mA2Igu2z9z0WGp8KWV954qW9sYi9hhjsqrCAVdwK/ahxj+SOyPVFjnFasp+XzNoXi2ChNlTv++zq
zCr2ZVAbxIKbhY3njaiAXH52bDDX73HPGKv+U3ayGxdt1KXRYH15ZHD1oufdVcVraswjk+hyFP1r h1jQM8o=</signature>
Product Activation
Enter the URL of the system http://<ApplicationServerName>:7001/wfo/.
On the logon screen, type the default administrators user name and password,
wsuperuser and pumpkin1, and click Login.
The Avaya Aura portal opens, displaying only the General Settings and License
Management tabs.
Click System Management > License Management to open the License
Management tab.
Click Upload License at the bottom of the screen.
Click Upload License
Product Activation (continued)

In the Upload License File
dialog box, beside the
License box, click Browse.
Navigate to and select the

XML activated license file
that you saved to your hard
drive during the license
activation process.
Click Upload.
After the upload completes,
a message appears in the
Upload License File dialog
box to restart all application
servers.
Product Activation (continued)

Restart the Weblogic service (WFO_ProductionDomain_ProductionServer) on
the application server.
Feature Activation
Enter the URL of the system http://<ApplicationServerName>:7001/wfo/.
The Avaya Aura portal opens, displaying only the features and functions that the
customer is licensed for.
Click System Management > License Management to open the License

Management tab.
Select the non-licensed features the customer requires.
Remember
Restart the Weblogic
service
(WFO_ProductionDomain
_ProductionServer) on the
application server.
Lab
Lab: Licensing
Complete the Licensing Lab section of your guide.
Review Questions
1. What information is required to get the Framework license?
2. Place the workflow items in the correct order:
a. License activation
b. Enterprise Suite installation
c. LRN creation during fulfillment
d. License registration key generation
3. What is the difference between License Activation, Product

Activation, and Feature Activation?
4. Where do you view the License once it is uploaded?
5. True or False: The WFO service does not need to be restarted if
only activating a non-licensed feature.
Module 3
Framework Configuration and Technical Integrations
Module Objectives
Understand Framework User Interface

Navigate the Framework Web Application
Navigate Enterprise Management
Understand Security Configuration
Configure Users
Module 3 Lesson 1
Framework User Interfaces Overview
Lesson Objectives
Overview the Framework User Interfaces.

Introduce the Framework Web Application.
Introduce the Forecast and Scheduling Client.
Introduce Strategic Planning Client.
Framework User Interface

Once the software is installed and license, you can interact with Framework via the
available User Interfaces:
Framework Web Application
Quality Monitoring
Forecast and Scheduling
Strategic Planner
User Interfaces
Forecasting and
Scheduling: Forecasting,
Scheduling, Publishing
Web application: User

Management, Reports,
Schedule Viewing,
Requests Auctions
User Interfaces - Strategic Planner

Create long-term
forecasts of workload,
performance, and
hiring/attrition needs
Estimate the right staffing

levels in a skills-based
and multi-contact
environment
Quickly create and

examine various
shrinkage, staff loading,
and cost models
Note
The Strategic Planner module needs a
separate license
Logging On to the Framework Web Application

Register and Reset Password
Use if you have forgotten password

Requires registered e-mail ID and self-identification
Your user name and password
Click Login
Framework Web Application - Basic Navigation
Module
Section
Tab
Module: First level of buttons enables navigation around the various modules of
the Web application.
Section: Second level navigation buttons are displayed depending on the module
selected.
Tab: Tabs are the third level of buttons they help you navigate to the screen you
need.
Framework Web Application - Basic Navigation
Module
Section
Based on Preference settings, the menu could also be displayed this way. Tabs
appear once Section is selected.
Preferences
Control how
information is
presented
Help Screens
Context-sensitive help text

available from any screen
Multiple Concurrent Sessions
Open a new browser window, point to the URL, and log on again.
Note: If you log on with different user credentials with different rights, the windows
inherit the privileges of the user with the highest level.
Framework Web Application - Modules

Module
Function
My Home
Entering and viewing personal data
System Management
Server Monitoring and configuration

System-wide settings for Framework including general settings,
data source, integration servers
Log entries, license, and version information
Organization Management
Settings for organizations, activities setup, Request

Management setup, scorecards setup, queue setup, and
mapping
User Management
Data profile, schedule viewing, user management, access rights,

Time-Off management
Tracking
Employees adherence information, adherence exception

management, tracking contact center performance, alert rules
Framework Web Application Modules (continued)

Module
Function
Performance Management
Employee and Organization Scorecards
eLearning
Module to work with lessons, assignments, reviews and

competencies
Coaching
Out of the box workflow for scheduling, delivering, and

tracking agent coaching
Integrated with QM Evaluation Scores and KPIs
Request Management
Manager-level functions for processing time-off requests,

shift-swap requests, and shift bidding requests
Reports
Framework report selections and generation module
Interactions (with QM integration

only)
Provides single sign-on login to Quality Monitoring
What-If Mode
What -If mode: A copy of the main database is made and used to explore other
scenarios while keeping initial scenarios intact for immediate management needs.
Use What-If mode to manipulate data without making permanent changes to it.
A duplicate What-If database is created using production (BPMAINDB) database.
Resynchronize to update What-If database with current data contained in the
BPMAINDB database.
BPMAINDB
Database
What-If
Database
Synchronize
One-way only
Module 3 Lesson 2
Navigating Framework Web Application
Lesson Objectives
Describe Navigation of the Framework web application
Resources


Avaya Enterprise Manager Configuration and Administration
Guide Release 12.0
Avaya Enterprise Suite Framework Administration Guide

Release 12.0
Starting Framework Web Application

To start Framework Web Application :
1. Open your web browser and type the URL of the server location where Workforce
Management is installed.
If your system is configured for single sign-on, the login page is displayed and the
Trusted Login check box is checked. You do not need to sign in to the application, only
click on Login. You can then start working with Workforce Management.
If your system is not configured for single sign-on, the Login page opens:
2. Type your Username and Password (both are case-sensitive), then click Login.
Workforce Management opens to the default page for your role or the one you
have selected in Preferences.
Special Characters
The following are special characters, and cannot be used within Enterprise
Manager:
[left square bracket
]right square bracket
<less-than sign
>greater-than sign
\reverse solidus (backslash)
"quotation mark
&ampersand
!exclamation point
?question mark
Individual pages within the web application might restrict the use of some other
characters.
Framework Web Application Layout - Modules

Framework uses a web-browser-based interface with a navigation bar and multiple
levels of tabs.
The topmost level of navigation consists of modules, such as the following:

System Management
Organizational Management
User Management
Forecasting and Scheduling
Tracking
Performance Management
Coaching
Framework Web Application Layout - Modules(continued)

At the far right end of the modules, a button ( ) allows you collapse and truncate
the module navigation level from two lines to one, which can be useful depending
on your screens size.
Hovering your cursor over a module displays a window showing all the sections
into which functions are grouped under the module, such as:
Attributes
Schedule
Log Manager
Framework Web Application Layout

The next level down of navigation is referred to as a tab, for example Summary:
General controls are located above the navigation bar:

Click Refresh
Click Print
- to update the data on your page.

-to print a copy of the current page.
Click Send Message
Click Enter What If

Click Preferences
- to send a pop-up alert to selected target users.
- to enter What If mode.

-to open the Preferences window.
Click Help
- to open the Workforce Optimization Solution Help system and display
help for the current page.
Click Logout
- to log out of the Workforce Optimization Solution.
Basic Navigation
Navigate by hovering your cursor over the appropriate module to display the
sections and their tabs, and click the tab you want to use.
Note that the modules, sections, and tabs available change depending on the
users role and your license.
If you resize your browser window, the rightmost buttons on the button bar may be
hidden. Resize your browser window, scroll horizontally, or change your screen
resolution to see them.
Expanding Pages
Some pages in Web application use two panes with a selection list on the left and
an action page on the right.
Either side of these pages can be expanded by clicking one of the arrow buttons
between the panes.
Expanding Pages (continued)
Click the button facing right to expand the left pane into a summary list.
Expanding Page (continued)

Click the button facing left to expand the right pane into a full page display.
To return to the original display, click the single-arrow button to the side of the
display. To switch the pages displayed, click the double-arrow.
Expanding Page (continued)

The pane on the right may consist of one or more groupings, referred to as
containers:
Each container has its own title and can be collapsed or expanded. Containers
may contain multiple collapsed levels.
Expanding and Collapsing List

Some lists in the web application have controls that allow you to expand the list
completely, or to collapse it.
For example, the following shows the Organization Scope list in both its expanded
and collapsed form:
Selecting Items in a Drop-Down Menu

You set the value of some items in the Workforce Optimization Solutions web
interface using drop-down menus. There are two types of drop-down menus,
differentiated by button:
single-selection
- You can only select one item from the drop-down menu.
multi-selection
- You can select one or more items, using the Ctrl key to select nonadjacent items or the Shift key to select a contiguous range of items. Once you finished
selecting hit the multi-selection button once more.
TIP: If the items you have selected cannot be fully displayed in the selection box,
position your cursor over the selection for a few seconds (known as hovering). The
selected items will be displayed as a tool-tip. This same technique can be used for
both single and multi-selections.
Expanding Truncated List

Some windows automatically truncate text in the Content Title area of the window.
To indicate that the text has been truncated, the system adds an ellipsis (...) to the
end of the displayed text.
To expand the text so you can see it in its entirety, position your cursor over the
text for a few seconds (referred to as hovering). The full text then appears in a
pop-up box:
Sorting Data
Many of the Workforce Optimization Solutions pages contain columns of
information that can be sorted.
To sort information:
Click the name of the column to be sorted. The column head turns darker and a small
arrow indicates the sort order of the column.
To reverse the sort order, click the name of the column again.
Printing a Page
To print a page:
1. Click Print on the navigation bar. The Print dialog box opens.
2. On the Options tab, select Print frames as laid out on screen.
3. Click Print.
Setting Preferences
You can set your viewing preferences by clicking Preferences on the navigation
bar. These settings remain in effect until you change them.
These settings affect only your display. Some of the preference settings shown
may not be applicable to you, depending on your license.
Logging Off
You can log out of the Web Application at any time.
To log out of the Workforce Optimization Solution: Click Logout on the navigation
bar.
Lab
Lab: Framework Navigation
Complete the Framework Navigation Lab section of your guide.
Module 3 Lesson 3
Enterprise Management Introduction
Lesson Objectives
Describe Enterprise Management.

Describe Enterprise Managements Hierarchy.
Define Enterprise Management server configuration options.
Resources


Guide Release 12.0

Release 12.0
What is Enterprise Manager?
Unified, Web-based Enterprise Level configuration

Configures and pushes entire system settings
Builds hierarchy servers and configures server roles
Enforces enterprise-level constraints like server role associations
Eliminates duplicate configuration of shared data across products and sites
Role and Scope based security
Automatic Distribution of parameters to needed servers
Configuration failures raise alarms

Configuration changes are audited
Provides a birds eye view of the Installation tree nodes
What is Enterprise Manager? (continued)

Provides software version information on a server in the deployment
Installed system version
Server version
Component version latest installed version
Enterprise settings configuration affects the entire system, and consists of 2

categories:
General settings such as system access account (IMSA) and maintenance window
definition
Security settings such as SSL configuration and encryption management
Identifies problematic servers from one place
Documentation Note
Avaya Enterprise Suite Configuration and Administration Guide and
Enterprise Suite System Administration Guide
Enterprise Hierarchy
Distributed system organization
Enterprise has Site Groups
Site Groups have Sites
Sites have Servers
Servers must have a Role
Enables you to divide your enterprise by:

Business lines
Geographic locations
Installation Tree Nodes

Enterprise Node:
Highest level node representing the entire organization
All other nodes created beneath
Cannot be deleted
Site Group:
Optional level created beneath Enterprise and helps to represent major divisions in
organizations geographical or line of business
Contains other Site Group nodes and Site nodes not servers
Sites:
Created beneath Site Group or Enterprise node to represent location or offices at which
physical servers are installed
Can also be set up to represent line-of-business divisions
Installation Tree Nodes (continued)

Server
Sever is created beneath Site and represents the physical computer in the enterprise.
The physical computers purpose is defined by the role that has been associated with it.
Server Role
A role is a group of components that run on the server and gives the server its purpose
within the enterprise.
A server can have from one to many roles.
Server roles are the presentation elements for configuration and monitoring they
provide a consistent system view.
Examples of roles:
Framework Database
Framework Application
The roles displayed are defined by the license and the platform selected during
installation.
Single Server Solution

Consolidated Data Center
Consolidated Data Center platform used for single box solution.

Consists of almost all Server roles (Data Center and Site).
Contact
Archive
Contact OLTP
Framework
Database
Database
Database
Database
Framework
Interaction
QM
Data
Data
Database
Warehouse
Warehouse
Single Box Solution

Data Center
Databases
Data Processing
Web Services and Applications
Framework
Applications
Reporting Services
Framework
Reports
Single Server Consolidated Data Center
Identifies the physical server -Server Name or IP address
Single Server Consolidated Data Center

Consolidated Server All server roles on one box
Multi-Server Configuration Installation Tree
One physical box
Different physical box
Multiple Server configuration Roles
The roles available are based on

the platform associated with that
server during installation.
Server Associations
Displays the required associations with other servers roles.

Associations are when one server role relies on the
configuration and functionality of another server role to
perform its tasks.
In most cases, EM will auto-configures these associations.
Module 3 Lesson 4
Enterprise Management Configuration
Lesson Objectives
Configure Enterprise Management
Resources


Guide Release 12.0

Release 12.0
Framework Login Window
SuperAdmin User:
wsuperuser
pumpkin1
Framework URL:
HTTP://<Application Server>:7001/wfo
EM Settings
EM Site and Group Site
2. Create Site
1. Create Site
Group (if required)
EM Create Installation
4. Select Server
3. Click
Create Installation
EM Adding Data Center server
5. Any name
6. Type the server name
first and it will be entered
automatically in the
Additional Settings.
**1. Block configuration until you finish

configuring the system & resizing Databases
EM Data Center Server Roles
Check the relevant

Server Roles
EM Enterprise Settings
IMPORTANT: Can modify IMSA

account here but should review steps
found in Enterprise Management
Basics Guide.
Changing this setting involves more
procedures than just changing the
value specified in this field.
Not related to
BPWAREHOUS
E setting
EM Subsystems Settings
Type the SQL

server host
address and port
number
For SQL cluster or SQL farm,

the server name must be the
cluster name.
The SQL instance name is
not required.
The port number will identify
the instance.
Resize
Databases to the
appropriate size
EM Unblock Configuration Distribution

Why Block distribution?
a) When making large

number of changes,
ensures all changes are
implemented on the
server at the same time
preventing partially
implemented
configuration changes.
Unblock configuration when

you are done. This will push
configuration to servers.
b) Prevents changes from

occurring during software
upgrades.
c) User needs specific

privileges to block or
unblock.
EM Queued Changes
EM Pending Messages Icon

The Pending Message icon appears
when configuration changes have
been made.
Can appear on any screen accessible

from Enterprise Management,
System Monitor, and Data Sources.
Indicates that a configuration change

was made, but it has not yet been
successfully sent to the target server.
The icon disappears after EM sends

the associated configuration
message to the appropriate target
server.
To view more information about

pending messages, click the
Configuration Status tab and then
click View Message Status.
Alarms
Verify any alarms from configuration.
Alarm Status Module
Click View Alarm

for detail view
Alarms (continued)
Second window launches with list of alarms.
Select the individual Alarm from detail

view and click Acknowledge to clear.
Alarms (continued)
A Happy
Server is a
Happy
Engineer
Click View Status
EM Version information
Reports
Ability to scope reports to installations
Export to excel or html
Site Topology Report
Installation Reports
Access to reports from Enterprise level
Lab
Lab: Configure Enterprise Manager
Complete the Configure Enterprise Manager Lab section of your
guide.
Review Questions
1.
2.
3.
4.
What is Enterprise Manager?

Where in Framework would you find EM?
What are the different node levels in the Installation Tree?
True or False: Every Installation Tree hierarchy requires a Site
Group node.
5. What is a Server Role?

6. What two items determine the roles available
for each defined server?
7. At which node level would you enter the IP address or machine

name of the server?
8. What is the purpose of Blocking Configuration?

9. Where do you Unblock when you are ready to deploy?
Module 3 Lesson 4
Security and User Management
Lesson Objectives
Review Authentication options.

Describe Framework Security.
Configure Roles.
Configure Users.
Enterprise Security
Security is broken down into two areas Authentication and Authorization:
Authentication The process of verifying account credentials. For example,

validating user name and password.
Authorization The process of protecting or limiting access to available

resources
Application Authentication Integration

Framework uses Web-based communication between desktops and servers.
When accessing the platform's Web-based applications, the system authenticates
the application users that are defined in the system according to the desired
authentication method.
Once authenticated, the application authorizes the user according to their specific
rights and permissions, as defined in the system.
Framework supports the following types of authentication methods:

Windows Authentication (Active Directory) SSO
System Authentication (DB Realm)
Application Authentication Integration (continued)

Framework supports the following types of
application authentication methods:
System Authentication (DB Realm):
This is the default authentication method
installed with the system. Authenticates
the user with a username and password
that is maintained within the system
database.
Windows LDAP Authentication (Active
Directory): Supports Microsoft's Windows
integrated authentication mechanisms.
This authentication method uses the
security features of Windows clients and
servers, and uses the existing Windows
accounts to authenticate users (taken from
the Domain Controllers Active Directory).
Windows Authentication with SSO:
Describes the SSO user accounts and
their requirements that need to be defined
for Windows Authentication with Singlesign On (SSO).
Authentication
Authen
ticate
No
Refuse
Login
Yes
Sec
Policy
No
Refuse
Login
Yes
Access
Suite
System Authentication (DB Realm)

The System Authentication (DB Realm) or internal authentication method
authenticates the user with a username and password that is maintained solely
within the system (in the database).
An administration account, used by services for application administration, needs

to be created for DB Realm user authentication in the User Management
application.
System Authentication (DB Realm) affects user creation, rights, and the following
password policies:
Password Policy: Administrators can set a password policy, including a minimum and
maximum length of passwords, in addition to the Password Maximum Age (days), to
enforce users to change passwords on a defined, frequent basis.
Account Locking Policy: Administrators can define settings for locking user accounts
after authentication fails, including a Lockout Threshold, which is the number of times a
password can fail before the users account is locked, and a Lockout Duration (minutes),
which is the amount of time the users account stays locked. Administrators can also
define the number of days an inactive users account stays lockedLockout Inactive
User Period (days).
Windows LDAP Authentication (Active Directory)

Using the Windows LDAP Authentication (Active Directory) method, the
customer domain users can be authenticated without having to re-define them in
the system
forest.
To use Windows authentication, two service user accounts must be defined in one
or more application user forests.
The two application users allow integration between the Active Directory, the
Active Directory forest, and the WebLogic Application Server.
The system fully supports Microsofts Group Policy, which provides the centralized
management and configuration of operating systems, applications, user rights and
settings in an Active Directory environment. Therefore, user control in the system
(access, password policies, etc.) is controlled by Group Policy.
End user User Principal Name (UPN) based naming is supported in the Active
Directory. UPN is the name of a system user in an e-mail address format. The user
name is followed by the "at sign" followed by the name of the FQDN (Fully
Qualified Domain Name) with which the user is associated.
For example, username@domain.

Windows Authentication with SSO

The WebLogic Application Server enables the Windows Single Sign-On (SSO)
procedure.
Single Sign-On (SSO) authentication provides application access in the system,

as defined by user privileges. When Windows authentication is defined, the Single
Sign-On (SSO) mechanism is used to allow all users to access and log in to the
system from one centralized, secure, single access point.
SSO allows users to log in to the system with Windows-based login credentials,
and then gain access to all applications without having to be re-authenticated.
This is because the browser carries tokens to the WebLogic server to authenticate
them automatically.
Users who are currently not logged in and attempt to access the systems
applications are redirected to the login page.
Windows Authentication with SSO (continued)

To set up the Windows authentication user accounts with SSO, complete all of the
following:
1. Set up Base System Management Accounts
2. Set up Windows Authentication User Accounts
3. Set up Windows Authentication with SSO
Authorization
Authorization The process of protecting or
limiting access to available resources.
Authorization is based on Role
Authorization
Access
Resource
Based Access Control (RBAC).
There are two key features

supported by RBAC :
Associating privileges with licenses
enables the suite to easily determine
which resources to expose to the user.
Roles and Scopes security domain
or resource type that has associated
information that needs to be secured.
Allows roles (group of privileges) to be
applied to a user.
Licensi
ng
No
Hide/Disable
Resource
Yes
Author
ize
No
Hide/Disable
Resource
Yes
Grant
Access
A good analogy of scope is file folders where

View File privilege can be applied to some
folders but not all.
Scopes can be hierarchical as well as a flat list.

Authorization Concepts
License Controls the resources, such as applications or features, that are
exposed to a customer.
Privilege The most atomic or granular entity of security. It is used to control

specific user actions such as viewing or updating data.
Secure Field An employee property that might be confidential or requires

protection, such as Wage or SSN.
Role Grouping of privileges and secure fields to facilitate assignment to user.

Scope Security Domain or Resource Type that has associated information that
needs to be secured.
Access Right Represents security assignments to users. It consists of a Role

being applied to a Scope and assigned to a User.
User Represents a person who can access the system.
General System Security Settings

Password Policy
Password Policy can be activated only if you have a modifiable realm, such as
DBRealm.
Account Locking Policy

Locking Policy can automate user Account Status to locked.
If the setting is turned off here, a user account can still be locked from the User
Management screen.
User Security Overview for Enterprise Management
Role based security model

Predefined and user defined role
High level of granularity on what can be secured
Only licensed and activated feature sections are visible
Users are assigned a role and scope on the install tree
Gives full control on who performs what operations and on what servers or roles
User Management Overview

User Management is the tool used to configure, assign, and manage:
Organization structure/hierarchy
Role management
Employee Management
User rights
User visibility
Managing Employee Information in the Web Application

Select individual
Select multiple [CTRL+click]
Select all/none
Select the employees

you wish to see in the
Working Pane
View employee details

in Viewing Pane
Unified User Management

Role-scope-based privileges (assigning users role/s to the relevant nodes in the
hierarchy tree)
Centralized and Consistent throughout the suite

One place to manage hierarchies and users
User management changes are propagated within minutes
One tree management (when possible) for all suite applications based on Org tree
Role, Scope, and Role-Scope Approach

Manage rights and right assignment via roles
A role holds the set of permissions what can one do

Example Scheduler Role:
Build forecasts
Create, modify schedules
Publish schedules
Canned roles with ability to add/modify roles
Role, Scope, and Role-Scope Approach

Scope is the where can I do that or visibility of organization or campaign.
Entities (KPI, etc.) are scoped to Organization.
Additional scoping can be done for Campaigns to allow additional flexibility
(outside the boundaries of organization).
Role-scope combination provides a visibility for what one can do. It is basically the
what I can do and where I can do that.
Role Creation
1. Create roles in the User Management module.
2. Assign permissions to the new roles.
1. Edit/Modify permissions
2. Read/View only permissions
3. Assign Secure Fields visibility to role. These are part of the People module.
4. Assign users a role and scope in the People module.
Role Creation (continued)
Create new role.
Role Creation (continued)
Assign
privileges
User Creation Flow

All Employees are added to the foundation in User
Management/Employee/Profile.
Assign login username and password to employees (or allow self-registration) in

the User tab.
Assign Roles and Scope to the user in the Access Rights tab.
Users membership is defined according to org (only one).
UM Create Employee
Create New
Employee
UM Create User
Assign login
User Rights Assignment (Role-Scope)

Access
Rights Tab
Select user
and assign
access rights
User Rights Assignment (Role-Scope)
Assign Role
Assign Scope
Summary User Administration Flow
Create
Organizations &
Groups
Create Roles
Create Users
Create
Profile
Create
Login
Name
Assign
Roles &
Scope
Start Working
Changing wsuperuser Password

A Web utility is used to change the password:
From the Framework Application Server, browse to

http://<servername>:7001/bbmWebApp/SecurityUtil.
You will be prompted for the default Web app user name and password
wsuperuser and pumpkin1.
The following screen appears after login:
Enter wsuperuser
Select
Change
Enter new
password and
confirm
Lab
Lab: Configure User Management
Complete the Configure User Management Lab section of
your guide.
Review Questions
1. Security in the WFO/Framework is broken down into two areas:
______________and _______________.
2. The default realm that the Avaya Aura WFO/Framework
supports
is ______________, which stores security information in a
database.
3. True or False?
Authentication protects or limits user access to available
resources.
4. The ______________ tab in the System Management module is
used to configure several system-wide options.
5. Define roles, privileges, and scope.
6. Where would you assign a role to an employee?

7. Can you assign a role without the scope?
8. A _______ and ________ must be assigned first before the
role can be assigned to employee.
Course Summary
In this course, you learned to:
Describe the Avaya Framework

Describe the Avaya Framework deployment model
Install Framework
License Application
Install desktops software
Complete basic configurations and features
Validate the installation
Thank you

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INTELLIGENT COMMUNICATIONS

5C00641I - Version 2.3

2013 Avaya, Inc. All rights reserved. Page 1

This course focuses on the installation, configuration and

Course Duration: 3 days

Describe the Avaya Framework

2013 Avaya, Inc. All rights reserved. Page 3

Avaya Framework and Deployment Overview

2013 Avaya, Inc. All rights reserved.

Describe Avaya Framework.

2013 Avaya, Inc. All rights reserved. Page 5

Avaya Framework Overview

2013 Avaya, Inc. All rights reserved.

Introduce Avaya Framework.

2013 Avaya, Inc. All rights reserved. Page 7

Avaya Aura Workforce Optimization System Installation and

Avaya Technical Overview User Guide Release 12.0

2013 Avaya, Inc. All rights reserved. Page 8

Avaya Aura Workforce Optimization Overview

Avaya Aura Workforce Optimization (WFO) helps businesses balance

Avaya Aura WFO gives businesses a better understanding of customer

Avaya Aura WFO unifies Contact Recording, Quality Monitoring, eLearning,

2013 Avaya, Inc. All rights reserved. Page 9

Alerts to inform you of important system events

2013 Avaya, Inc. All rights reserved. Page 10

Avaya Framework Packages/Modules

2013 Avaya, Inc. All rights reserved. Page 11

Avaya Framework Operational Package

Forecasting and SchedulingClient software used for daily and weekly

Web-Enabled Self-ServiceA standard, web-based interface module for agents,

Advanced AdherenceReal-time agent adherence tracking, adherence

Basic ScorecardsMeasurement and management application that can help

Coaching Allows contact centers to make agent coaching a part of daily

Avaya Framework - Operational Package contd

Ad Hoc Reports allows report analysts to customize and generate simple

Avaya Framework Advanced Package

Time Off Management (TOM)A Web-based module enabling agents to request,

Advanced Scorecards A superset of the scorecards found in Basic Scorecards

2013 Avaya, Inc. All rights reserved. Page 14

Avaya Framework Strategic Package

Content Producer An application composed of editing, authoring, and

2013 Avaya, Inc. All rights reserved. Page 15

Avaya Framework Additional Features

2013 Avaya, Inc. All rights reserved. Page 16

Avaya Framework Additional Features contd

Queue Hopping** Enables you to schedule agents to work on different queues

2013 Avaya, Inc. All rights reserved. Page 17

Avaya Framework Performance Package

2013 Avaya, Inc. All rights reserved. Page 18

Questions and Answers

2013 Avaya, Inc. All rights reserved. Page 19

2013 Avaya, Inc. All rights reserved. Page 20

Framework Architecture and Deployment Overview

2013 Avaya, Inc. All rights reserved.

Avaya Desktop Applications Deployment Reference and

Avaya Technical Overview User Guide Release 12.0

2013 Avaya, Inc. All rights reserved.

Introduce Framework Architecture

2013 Avaya, Inc. All rights reserved. Page 23

Framework Application Licensable Plug-ins

IIS Web Server/ Oracle Web Logic Applications Server

SQL Database Server (MS 2008 64 bit)

Framework Data Center