Avaya IP Office r10.1 and above Deployment Guide

Overview

This guide provides instructions to configure the monitoring and management of Avaya IP Office using Nectar’s IP Office Module.

Audience

This guide is intended for system administrators or engineers who have system administration access and technical knowledge of Avaya IP Office and a familiarity with deploying Nectar Software.

Supported Software Versions

• Avaya IP Office r10.1 and above

Requirements

The Avaya IP Office (IPO) VKM can run co-resident on the Windows VM Pro Server or standalone on a separate RIG. You must have a minimum of 100MB of disk space, and 4GB of RAM available. You will need administrative and SNMP access to the VM Pro Server or separate RIG.

IPO Configuration

Configure the IPO doing the following:

• Avaya IPO Service Monitoring Web Services API Configuration
• Rights Group & Service User for API Access
• HTTP/HTTPS Client Restriction
• Specify the SNMP Community String
• Specify the SNMP Trap Destination
• Specify Firewall Settings
• Configure IP Office RTCP Forwarding to Nectar
• Restart the IPO

Avaya IPO Service Monitoring Web Services API Configuration

When complete, please provide these credentials to your Nectar Project Manager and deployment team.

Rights Group & Service User for API Access

A Rights Group and User with minimum permissions (only access to this API) should be created for use by the Nectar application.

For reference, here is the link to the IP Office Manual section on creating Service users: http://marketingtools.avaya.com/knowledgebase/businesspartner/ipoffice/mergedProjects/manager/Service_Users.html

Create a Rights Group (APIAccess)

1. Within IPO Manager, navigate to File > Advanced > Security Settings.
2. In the Security Settings pane, right-click on Rights Groups and create a new Group called APIAccess.
3. Click on the newly created APIAccess Group.
4. Click the Web Services tab and check to enable Service Monitor Read.

Figure 1

Create a Service User (NectarAPI)

1. In the Security Settings pane, right-click on Service Users and create a new User called NectarAPI.
   1.  This will be the username when you on-board the system.
2. Click on the newly created NectarAPI User.
3. Create a password for this account.
4. Confirm that Account Status is Enabled.
5. In the Rights Group Membership pane, check to select APIAccess.
   
   
   Figure 2
6. Click OK at the bottom of the screen to commit your changes.
7. Save your security settings with the disk icon at the upper left.

HTTP/HTTPS Client Restriction

IP Office can be configured to only respond to HTTP/HTTPS requests from recognized Avaya devices. In order for Nectar to access the API, this setting must be disabled (unchecked).

1. Navigate back to the configuration within IPO Manager (File > Configuration).
2. Locate and select the System tab within IPO Manager.
3. Uncheck or confirm the box for Avaya HTTP Clients Only is unchecked.

Figure 3

Specify the SNMP Community String

1. Select the System Events tab.
2. Select the Configuration tab:
   1. Confirm that the SNMP Enabled box is checked.
   2. Enter the Community string, and confirm that the SNMP Port port is 161.
   3. Click OK when done.

Figure 4

Specify the SNMP Trap Destination

1. In System Events tab, select the Alarms tab.
2. Click Add.
3. Select the Trap radio-button.
4. Enter the Server Address, which is the IP address of the Nectar RIG.
5. Confirm that the Port defaults to 162.
6. Enter the SNMP Community. In this example, we use NectarCMPr.
7. Under Events, select all the check boxes (The list extends off the screen.).
8. Click OK when done.

Figure 5

 Specify Firewall Settings

1. Select Firewall Profile in the left-hand panel.
2. In the SNMP field, select Bothway from the drop-down menu.
3. Click OK when complete.

Figure 6

Configure IP Office RTCP Forwarding to Nectar

Enabling RTCP for IP Office Telephones

Follow these steps to set up the RTCP Collector if you are deploying Nectar Real-Time Quality Monitoring.

1. Navigate to the LAN1 tab.
2. In the sub menu, select VoIP.
3. Enter the RIG IP address in the RTCP collector IP address for phones field.
   1. The RIG IP address must be entered in Step 3 prior to being able to complete Step 4.
4. Within the RTP panel, select the check box next to Enable RTCP Monitoring on Port 5005; this directs RTCP feedback to the Nectar Server.

Figure 7

Enabling RTCP for the IP Office System

Follow these steps to complete the set up the RTCP Collector if you are deploying Nectar Real- Time Quality Monitor

1. Navigate to the Telephony tab, then Telephony subtab.
2. Under the RTCP Collector Configuration menu, enter the RIG IP address in the Server Address field.
   1. The RIG IP address must be entered in Step 2 prior to being able to complete Step 3
3. Select the checkbox next to Send RTCP to an RTCP Collector.

Figure 8

Restart the IPO

Save the configuration and merge your changes for them to take effect. If merge is not available, restart the IPO.

Windows VM Pro Configuration

If you will be monitoring the Windows VM Pro Server, Nectar needs SNMP read only access to the device.

Follow these steps to configure the Windows VM Pro server for SNMP:

1. Click Start icon; then enter services.msc. in the Search programs and files text window.
2. Right-click on SNMP Service and select Properties.
3. Select the Security tab.
4. Click Add.
5. Select Read Only from the Community Rights drop-down list.
6. Enter the Community Name.
7. Click Add.
8. Click OK to close the Properties window.
9. Restart the SNMP service.

Nectar Configuration

Nectar currently supports a single method of IP Office integration per RIG. Either API integration (IPO r10.1 and above) or via System Status (IPO r10.0 and prior). You cannot have both of these modules active on a single RIG.

If you are currently monitoring via System Status, you should:

• Upgrade all of your IPO systems to 10.1 or above.
• Remove the current monitoring.
• Delete all Traps designated as IP Office in the Receiver Module.
• Re-onboard using the IPO r10.1 and above Nectar module.

Configure the Nectar software by doing the following:

• Enable IP Office r10.1 and above Module
• Nectar IP Office Module Execution
• Configure Real-Time Quality Monitoring
• Phone Alarms
• IP Office License Monitoring
• Report Pack
• Report Agent Selection
• Report Schedule

Enable IP Office r10.1 and above Module

Follow these steps to enable the IP Office r10.1 and above module:

1. Navigate to RIG > Module Configuration.
   The Module Configuration window appears (Figure 9).
2. Locate and make sure the old module(s) are not checked (e.g., Avaya IP Office (prior to 10.1).
3. Select Avaya IP Office (r10.1 and above).
   1. Check RTCP receiver if licensed for RTCP.
      
      Figure 9
4. Click Apply.

Restart the RIG

To apply the changes you must restart the RIG,

Follow these steps to restart the RIG and apply the changes:

1. Navigate to RIG > Admin > Restart.
2. When the following message appears, click Yes.

Figure 10

Nectar IP Office Module Execution

Follow these steps to execute the VKM:

1. Navigate to Modules > Avaya® > IP Office (r10.1 and above).
   
   
   Figure 11
2. In the Avaya IP Office (r10.1 and above) Setup window, browse to and click Add.
   The Add IP Office Connection dialog window appears (Figure 12).
3. Input the required information:
   1. Name: enter the name of the IPO system.
   2. Description: enter a description for the IPO system.
   3. Host: enter the IP address of the IPO.
   4. Username and Password: enter the username and password created in Section 2.2.2.
      
      
      Figure 12
4. In the SNMP tab, select the SNMP Version that you are using (for V3, you will have to enter additional authentication values).
5. Enter the Community string.
   
   
   Figure 13
6. If you want to monitor the Windows VM Pro server, in the Windows VM Pro tab, enter the following information:
   1. Click in the Enable Monitoring check box.
   2. In the Address field, enter the VM Pro server IP address.
   3. Select the SNMP Version you are using (for V3, you will have to enter additional authentication values).
   4. Enter the Community string.
   5. Click OK.
      
      
      Figure 14
7. The system will now appear within the IP Office window.
   • The Status column should indicate online. This means that Nectar is successfully communicating with the IPO.
   • If the status reads Result: Invalid user or password, try reconfirming your password.

Figure 15

Configure Real-Time Quality Monitoring

Follow these steps to configure Real-Time Quality Monitoring, if deploying.

1. Navigate to Configure > Quality Management > Real Time QOS.
   
   
   Figure 16
   
   In the Configure Real Time QoS dialog window (Figure 17) make the following selections:
2. RTCP Receiver: set to Enabled.
3. Traces: set to Enabled.
4. Receiver Interface: select or enter the RIG IP address.
5. Receiver Port: remains 5005.
6. Default Codec: occasionally the codec cannot be determined within the RTCP feed. In that case, Nectar will default to this codec when calculating MOS. Please select the primary codec that your platform uses.
7. Hop Name Lookup: set to Enabled. This will use DNS to show layer-3 device names in trace routes, in addition to their IP addresses.
8. Threshold Normalization: this is optional (It is a step function for alert level. One packet with bad metrics will not trigger a critical alert level. It will require several packets in sequence and the alert level will gradually increase).
9. Use PQOS RTCP Address: leave as is—default.
10. Configure Categories: do not change—it is specific to Avaya® Communications Manager.
11. Click Apply to start the RTCP Receiver.

Figure 17

Phone Alarms

You can monitor the registration status of individual stations. The Stations Traffic Light on the Dashboard, and the underlying Dependency Tree will represent these stations. By default, no stations will be included in Alarming.

Follow these steps to set up Phone Alarms:

1. Navigate to Modules > Avaya® > IP Office (r10.1 and above).
   
   Figure 18
2. In the Avaya® > IP Office (r10.1 and above) Setup panel ( Figure 4-11), select the desired system to highlight it; then select Extension Monitoring from the menu.
   
   Figure 20
3. In the Extension Monitoring pane ( Figure 4-12) select the station that you want to monitor.
4. Right-click, then select Enable.
   In the Monitor column it will indicate Yes to confirm the system is being monitored.
   
   Figure 20

If you would like the system to pro-actively create an event for a specific license when the usage of that license hits a threshold, proceed with the following steps:

1. Navigate to Modules > Avaya > IP Office (r10.1 and above).
2. Select the IPO system.
3. Locate and select License Monitoring.
4. Select a specific license to monitor, then right-click and select Enable. These items will now appear in the Licenses Agent.
5. Navigate to Health > Elements > Agents > Nectar IPO Licenses.
6. In the Poll Functions pane select the License, right-click and select Edit.
   The Edit Poll Functions dialog window appears ( Figure 4-13):
7. Select the Thresholds tab.
   
   
   Figure 21
   NOTE

   In ( Figure 4-13) the second Threshold is set to create an Event when a license reaches 80% of it’s alloted license capacity. There are several different Functions you can select from in order set a Threshold.

8. In the Threshold tab select or enter the following for each criteria:
   1. Function:
      • =
      • >
      • <
      • !=
      • always
      • % >
      • % <
   2. she value that corresponds with the Function (e.g., 80).
   3. EventID: enter the text you want to see when an Event populates (e.g., LicenseStatus_HighUsage).
   4. Description: enter the description of the Threshold (e.g., License usage <80%).

If you do not want to create an Event, you can also see the number of users there are per license in a report. See “Dependency Tree Nodes Not in Service” on page 50".

Report Pack

The following reports are included in the IPO Report Pack, which are available on the Nectar Knowledge Center:

• IPO Resource Usage
  • CPU Usage
  • Conference Channels
  • Data Channels
  • IPO Switch Uptime
  • Memory Usage
  • Modem Channels
  • VCM Channels
  • VM Channels
• IPO Trunk Usage
• Phone QoS Summary
  • Call Quality Metrics

Follow these steps to load an IPO Report Pack:

1. Download the IPO Report Pack from the Nectar Partner Hive (link below).
   • ipo101AboveReports.pack
2. Navigate to Reports > Report Manager.
   
   
   Figure 22
3. To upload the IPO Report Pack, right-click in the Reports pane and select Report Packs > Load Report Pack.
   
   
   Figure 23

    The Open dialog window appears (Figure 24).

4. Locate and select the report pack from the location where it was saved (i.e., Documents folder, Desktop, etc.).
5. Click Open.
   
   
   Figure 24

The reports will automatically load and appear in the Reports pane.

Figure 25

 Report Agent Selection

Follow these steps to associate each of the reports with their respective Nectar Agent.

1. Navigate to Reports > Report Manager.
2. Find and double-click the IPO Resource Usage (Monthly) report to launch the Edit Report dialog window.
   The report name will display in the Report Name field.
   NOTE

   The Usage Reports are per IPO System, while QoS is across the entire RIG. If multiple IPOs are being monitored, copy the usage reports to create them for each IPO being monitored. Enter the IPO system name in the Description field (under the General tab below the Report Name field). When you run the report, the Description appears in the header. This will identify which system you are reporting on as Pollers and Trunks can have overlapping names between systems.
3. Select the Components tab.
4. Select Rcp#-1 Group all Functions in Agent.
5. Select the corresponding agent from the Agent drop-down list. In (Figure 25) we selected Nectar IPO Metrics.
6. Click Save.
   
   
   Figure 25

   Follow the preceding steps to point the Trunk Usage (Monthly) report at the Trunk Agent (in this example, Nectar IPO Trunks). No changes need to be made to the Phone QoS Summary (Monthly) report.

Report Schedule

Reports will not automatically execute unless you assign a schedule to them. Follow these steps to assign a report a schedule:

1. Navigate to Reports > Report Manager.
   
   
   Figure 26
2. Select the Schedules tab.
3. Select a report to highlight it, then select Edit from the menu.
   
   Figure 27
4. In the Edit Report Schedule dialog box (Figure 28), confirm or select Monthly as the interval for the Repeat parameter.
5. Click OK.

Figure 28

 The Frequency status appears set to monthly.

Figure 29

Enable Report Schedule

To enable a report schedule(s):

1. Select a report schedule to highlight it, then right-click and select Enable.

Figure 30

 The report schedule should now read Enabled in the Status column.

Figure 31

Add Report to Schedule

To add a report to the list of schedules, proceed with the following steps:

1. Within the Schedules tab, right-click in a blank area of the screen, then select Add... from the pop-up menu.
2. In the Add Report Schedule dialog box ( Figure 32), click the drop-down arrow next to Report.
3. Select the report you want to add (e.g., IPO Resource Usage (Monthly)).
4. Click OK.

Figure 32

 The report should appear in the list of Schedules.

Verification

Your system is now being monitored by Nectar. This section contains examples of what you should see.

• Dashboard
• Dependency Tree Nodes Not in Service
• Inventory
• Real-Time Quality Monitoring
• Conclusion

Dashboard

The following Dashboard is automatically created for you.

1. Navigate to Dashboards > Dashboard (select Nectar IPO from the Dashboard menu if applicable).

Figure 33

You can double-click on each Gauge to see additional data.

You will see statistics for:

• CPU Usage
• Memory Usage
• IPO Uptime
• VM Status
• SCN Status
• Trunks:
  • Trunk 17
  • Trunk 18
  • Trunk 9
  • Trunk 1-4
  • Trunk Total
• Resources:
  • Data Channels
  • VCM Channel
  • VM Channels
  • Conference Channels

You can double-click each Traffic Light to see the corresponding Dependency Trees.

You will see the following Traffic Lights:

• Nectar PO Extensions
• Nectar IPO Licenses
• Nectar IPO System
• Nectar IPO Trunks
• Nectar IPO Voicemail

Dependency Tree Nodes Not in Service

These specific Nodes default to Not In Service and will not generate alarms to the NOC. Thresholds are assigned to these items for Dashboard views and Reports, which is why they exist in the Dependency Trees. Rather than remove them, they are set to Not In Service so they may be leveraged if/when a client wants alarms on these items:

• Trunks > Channels node
• System > Channels node
• Voicemail > VMPro Metrics node (This node only applies to Windows VM Pro.)

If you would like to receive an alarm for each of these nodes, proceed with the following steps:

1. Navigate to Configure > Dependency Trees.
2. In the Name column, find and double-click the System dependency tree (e.g., ipo_nectar System). The dependency tree appears in the right pane (Figure 34).
3. Find the Channels node you want to edit, then right-click and select Edit from the drop-down menu. The Edit Node- Channels dialog window appears.
4. Find the Function drop-down menu and select Max Alert.
5. Click OK.

Figure 34

Inventory

Follow these steps to view inventory information:

1. Navigate to Reports > Inventory > Avaya IP Office (r10.1 and above).
   
   
   Figure 35
2. In the IP Office (r10.1 and above) Inventory menu, select the system components you want to see:
   • Alarms
   • Expansion Modules
   • Extensions
   • Hold Music
   • Internal Modules
   • Licenses
   • Locations
   • SCN Peers
   • System
   • Resources
   • Trunks
   • Voice Mail

Figure 36

Real-Time Quality Monitoring

Navigate to Health > Quality Management > Real-Time QoS.

Figure 37

 The Real Time QoS panel will appear showing all active calls.

Figure 38

Conclusion

Your IPO is now being monitored by Nectar.