Deploying

Avaya Contact Center Select 7.1

On Azure

August 2020

1
This document consists of two deployment guides:
a. Azure Guide – Deploy Servers and related resources
b. Avaya Application installation Guide (Only links provided)

2
Introduction
This document describes how to deploy, commission, and test Avaya Contact Center Select using
a DVD or ISO image on Microsoft Azure Cloud. An ISO image is an archive file of a DVD disc, a
type of disk image composed of the data contents of every written sector of an optical disc,
including the optical disc file system.

Purpose
This document describes how to install, and commission Avaya Contact Center Select.
It includes below components to install on Microsoft Azure Cloud
1. Avaya Aura Media Server (8.x) – Software only deployment
2. IP Office (11.x) – Deploy using azure snapshot provided by Avaya
3. ACCS DVD (7.1.x) – ISO deployment
4. WebLM - Deploy using azure snapshot provided by Avaya

Intended audience
This document is intended for personnel who install Avaya Contact Center Select 7.1

Finding documents on the Avaya Support website

Procedure

1. Go to https://support.avaya.com.
2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.
5. In Choose Release, select the appropriate release number.
The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, click a document type, or click Select All to see a list of all
available documents.
For example, for user guides, click User Guides in the Content Type filter. The list only
displays the documents for the selected category.
7. Click Enter.

3
Overview
The Avaya Contact Center Select DVD software provides a context-sensitive, collaborative, voice
and multimedia customer experience solution that allows small to midsize enterprises to
anticipate, accelerate, and enhance customer interactions. Avaya Contact Center Select uses the
Avaya IP Office telephone system to provide a real-time telephony platform. Avaya IP Office is a
flexible and scalable phone system designed specifically for small and midsize enterprises. IP
Office supports a wide range of phones and devices for use in contact centers.
The Avaya Contact Center Select DVD deployment option supports Platform Vendor
Independence (PVI). This provides the flexibility to purchase a server that meets the PVI server
specification and conforms to your corporate standards.

To use the Avaya Contact Center Select DVD deployment option, the customer must provide the
following:

• Azure Subscription to provision all ACCS component.

• Server must meet the Avaya Contact Center Select Platform Vendor Independence
(PVI) specification.

• Microsoft Windows Server 2012 R2 or Windows Server 2016 operating system and license.

The following diagram shows the topology of a typical Avaya Contact Center Select solution:

----------- Azure Cloud

On-Premise

4
Avaya Contact Center Select is preloaded with sample users, skillsets, and contact center
parameters. You can use this sample data to rapidly commission the solution and make the first
routed call and email contact. Avaya Contact Center Select delivers quick and simplified contact
center deployment. After the basic telephony features are working, you can then configure
multimedia contacts, multiplicity, custom prompts, other enhanced features and functions to
improve your customer’s experience.

To deploy Avaya Contact Center Select software using the DVD software, perform the following:

• Obtain a cloud server that meets the Avaya Contact Center Select PVI requirements.
• Configure the server and format the hard disk partitions to the required specifications.
• Install the Microsoft Windows Server 2012 R2 or Windows Server 2016 operating system.
• License and activate the Windows Server 2012 R2 or Windows Server 2016 operating system.
• Add the Avaya Contact Center Select server to a workgroup or a Windows domain.
• Obtain an Avaya Contact Center Select DVD and license.
• Use the Avaya Contact Center Select DVD to install the software components and applications.
• Use the Avaya Contact Center Select Configuration Ignition Wizard to rapidly deploy a
functional contact center solution.
The Avaya Contact Center Select DVD contains the following software components:

• Contact Center Manager Server (CCMS)

• Contact Center Manager Administration (CCMA)
• Communication Control Toolkit (CCT)
• Contact Center License Manager (LM)
• Contact Center Manager Server Utility (SU)
• Orchestration Designer (OD)
• Contact Center Multimedia (CCMM)
• Avaya Aura® Media Server (Linux version installed on Azure)
• Avaya Contact Center Select Firewall policy
• Default Avaya Contact Center Select configuration data
• An Ignition Wizard configuration utility

The Avaya Contact Center Select server is supported in a workgroup or in a Windows domain.
After
you deploy Avaya Contact Center Select you can add the server to a Windows domain.

5
Azure Architecture:

Pre-Requisites:
A. To deploy ACCS on Azure, we need below:
1. Azure Certified Experts
2. Azure Subscription with owner or contributor privilege
3. Avaya IPO, AMS, ACCS and WebLM images to use on Azure
4. On-Premise firewall device for VPN connection (VPN on Azure)
5. License file for all components in ACCS
B. Create Resource Group on Azure:
1. Go to Azure Portal
2. Search resource group on search tab

3. Click on + Add to create new Resource Group

6
 4. Fill all the requested details and click on Review + Create

5. Now each resource will be created under this resource group

C. Create Virtual Network in above resource group
1. Go to home page and search Virtual Network
2. Click on + Add and select the resource group created above
3. Provide name and choose the default region
4. Switch to next tab and add IP addresses
5. Choose default security and click on Review + Create

7
 6. Now create subnet to assign IPs to virtual machines

IP Office on Azure
Configure IP Office to integrate with Avaya Contact Center Select. This section does not describe
IP Office basic configuration for system settings, licensing, or networking.
This section describes only how to create and integrate a working IP Office server with Avaya
Contact Center Select on Azure.

Below are the steps to provision IPO on Azure:

1. Login to Azure portal (Customer\Partner)

2. Browse IPO V11.1 VHD file from Azure storage provided by Avaya
3. Use the resource group and VNET created above for IPO server
4. Search and create managed disk and use VHD file available at storage account

8
5. Create VM from the same disk in azure resource group and choose the VNET created
earlier.

9
6. Select the resource group and size as required.

7. Choose password as authentication type

8. Verify the network subnets and click Review + create.
9. Add Data disk for Recordings (Media Manager)
10. Go to Virtual Machine, Click Disks under Settings
11. Click on + Add data disk, Click on Create disk from dropdown menu.

10
12. Create new disk with source type None, Size 50GB-1TB and Storage type as HDD or
SSD

13. Connect the instance via VPN

14. Access the web page as shown below:

15. Configure the IPO based on below Avaya Knowledge base URL
https://ipofficekb.avaya.com/businesspartner/index.html -> Choose the IPO type and
Software Release and proceed with the configuration.

11
AMS on Azure
1. Download the AMS installer file on your local machine from Avaya support to use as
software only deployment on Azure (MediaServer_8.0.0.205_2019.04.29.bin)
2. Login to Azure portal and create RHEL 7.6 server in same resource group and vnet as
IPO server.
3. Choose the desired image size for AMS server and click on Review + Create.
4. After the successful creation of server, shut down the server and scale the OS disk to
80GB as required for AMS.

5. Click the OS disk and go to Configuration and make the Size to 80 GB

12
6. Click on Save
7. Start the server and SSH with private IP using putty (Make sure you are connected to
VPN)

8. Perform the below steps as root user:

sudo fdisk /dev/sda
“u”
“p”
“d” (delete the 2nd partition)

13
 “n”
Use all default values as shown in the console.
“a”
“w”
“sudo reboot”
Follow below sequence in given screenshot:

9. Once the server is up, execute the below command

“xfs_growfs -d /dev/sdaX” (X is the partition number)(We used xfs_growfs -d /dev/sda2)

14
10. Install winscp on your local machine to copy the AMS installer to Azure Server.

11. Open SSH console, Change the current directory to the location of the downloaded
installer or the drive where Avaya Aura® MS installation file resides.

The name of the installation file is in the following format:

15
 MediaServer_8.0.build_yyyy.mm.dd.bin.
12. Apply executable permissions to the installer file:
chmod 755 filename
13. Enter the following command to run the installer:
sudo yum update

16
Run below command to start installing AMS
./filename

17
where filename is the Avaya Aura® MS installer.

18
19
20
14. After successful installation, please enable the https port from the server firewall or
disable the firewall. We can secure the environment from Azure NSG.

systemctl status firewalld

systemctl disable firewalld
systemctl stop firewalld
15. Now we can access the AMS webpage via below url:
user id: admin
Password: Admin123$

16. Configure the AMS for ACCS setup

21
22
POST INSTALLATION CONFIGURATION

Adding Contact Center Manager Administration as a SOAP trusted node

To support Prompt Management in Contact Center Manager Administration (CCMA), you

must add CCMA as a SOAP trusted node in Avaya Aura® Media Server Element
Manager.

Procedure Below:
1. Log on to Element Manager.
2. In the Element Manager navigation pane, click System Configuration > Network
Settings > General Settings.
3. Click SOAP.
4. In the Trusted Nodes box, enter the IP address of the CCMA server.
If you are using Avaya Aura® Contact Center High Availability, enter the Active, Standby,
and Managed IP addresses of the CCMA servers.
5. Select Enable Trusted SOAP Nodes.
6. Click Save.

23
WebLM on Azure
Avaya provides a Web-based License Manager (WebLM) to manage licenses of one or
more Avaya software products for your organization. WebLM is a Web-based license manager
that facilitates easy tracking of licenses. To track and manage licenses in an
organization, WebLM requires a license file from the Avaya Product Licensing and Delivery
System (PLDS) Web site at https://plds.avaya.com.

Below are the steps to provision WebLM on Azure:

1. Login to Azure portal (Customer\Partner)

2. Send a mail to Avaya requesting for WebLM OS disk.
3. Once the disk is available on customer azure subscription. Create VM from same disk.
4. Use the same resource group and VNET for WebLM server
5. Create VM from the same disk in azure resource group and VNET.

6. Select the resource group and size as required.

7. Choose password as authentication type
8. Verify the network and create the instance.
9. Connect the instance via VPN
10. Access the web page as shown below:
11. Default username and password to access weblm: admin/weblmadmin

24
ACCS on Azure
1. Login to Azure portal
2. Create the Windows 2016 datacenter Virtual Machine on same resource group using
same vnet

3. Login to server using the private IP (Assuming you are connected to Azure VPN)
4. Change the network from DHCP to static IP from VM network adaptor settings
5. If the VM has temporary disk name as letter D, please use below link to change the Drive
letters – As Avaya accs requires disk letter specifically to its application.
https://docs.microsoft.com/en-us/azure/virtual-machines/windows/change-drive-letter

6. Choose the VM size as recommended by Avaya (32GB RAM)

7. Restart the VM, when requested by application.
8. Add data disk (1.2TB) on above created Virtual Machine.
9. Go to Virtual Machine, under settings, select Disks and click on + Add data disk

25
10. Choose the Create disk

11. Choose Source type as None and Change Size

26
12. Select the desired storage type

13. Scroll down on same page and Edit the Custom disk size of disk and click OK

14. And click on Create as shown below

27
15. RDP the server and mount the disk from Disk Management
16. Open Avaya Support url in Azure server and download the ACCS DVD iso
image(ACCS_7.1.0.3-25.iso , 7.1.x) and patches from here.
17. Perform the disk partition as required for ACCS.
18. Run the .exe file from the mounted ISO image.

28
19. It will install the ACCS wizard after 15-20 minutes depending on network bandwidth.

29
20. We can configure the ACCS wizard using below screenshot.

21. Completed the deployment for ACCS on Azure.

22. Configure the ACCS wizard by using below Avaya Knowledge Base URL:
https://ipofficekb.avaya.com/businesspartner/index.html -> Manual as Contact Centers
and choose below guide:

30
Data Privacy and Security on Azure:
Microsoft is committed to providing you with a trusted set of cloud services. Microsoft takes a
defense-in-depth approach to security in Azure. We work together with customers, combining
built-in security controls and partner solutions to help you get protected faster across identity,
network, and data, as well as providing tools to help you with security management and threat
protection.
For more details, refer: <URL>

31
Defense-in-depth
Identity & Access – Role-based access control (RBAC)
Apps & Data Security – Disk Encryption
Network Security – Basic DDOS Protection, Network Security Group – Firewall
Virtual machine encryption. You can encrypt Azure VMs using Azure Disk Encryption to protect
the contents of both Windows and Linux VMs. This uses BitLocker for Windows and DM-Crypt for
Linux to encrypt both the operating system volume and the data disks.
Microsoft enables connections from customer sites and remote workers to Azure Virtual Networks
using Site-to-Site and Point-to-Site VPNs. A Site-to-Site (S2S) VPN gateway connection is used
to connect your on-premises network to an Azure virtual network over an IPsec/IKE VPN tunnel.
A Point-to-Site (P2S) VPN gateway connection lets you create a secure connection to your virtual
network from an individual client computer.
As per Azure, we are storing all our ACCS data on Azure DISKs of each Server.
Azure DISK data is encrypted at rest - https://docs.microsoft.com/en-
us/azure/security/fundamentals/data-encryption-best-practices#protect-data-at-rest
- Using premium disk (OS/Data disk)
- With 99.9% availability and higher IOPS

32
 - With SSE and CMK disk encryption - https://azure.microsoft.com/en-in/blog/announcing-
serverside-encryption-with-customermanaged-keys-for-azure-managed-disks/

Azure data in transit - https://docs.microsoft.com /en-us/azure/security/fundamentals/data-

encryption-best-practices#protect-data-in-transit
- Using S2S VPN, IPsec tunnel for providing azure access to on-premise network
- Using P2S VPN for individual or remote users
- ExpressRoute – Secure and private tunnel from Azure to Customer Network Service
provider

RBAC - https://docs.microsoft.com/en-us/azure/role-based-access-control/overview#what-can-i-
do-with-azure-rbac
- Using RBAC to give azure resource access to user’s, based on their roles and
responsibilities

Backup
Azure Backup service is secure and cost-effective solution for ACCS deployment.
Configure backup for all 4 servers above by using below steps:
1. Login to Azure portal
2. Go to Virtual Machine and select Backup under Operations (Repeat same for other 3
servers)
3. Create new Recovery Services vault, use same resource group (or new), create new or
use default backup policy and click on Enable Backup

We can restore the data with application consistency.

Azure Backup - File Level Recovery via below URL:
https://docs.microsoft.com/en-us/azure/backup/backup-azure-restore-files-from-vm

33