Transcript MM 3.0 PM Training - Rocky Mountain Avaya User's Group

Overview: Planning, Implementation, and
Management of Modular Messaging 3.0
Session 306
Jeff Johnson, MM Product Introduction
Julie Thiesen, ECAD Technical
Enablement
© 2006 Avaya Inc. All rights reserved.
Agenda
MM 3.0 Product Overview – What’s New
Design Considerations
Process Changes
– Planning Forms
– Data Collection Tool
Installation Overview
MM 1.1 or 2.0 to 3.0 Upgrade
© 2006 Avaya Inc. All rights reserved.
2
MM 3.0 – What’s New
© 2006 Avaya Inc. All rights reserved.
3
New System Capabilities
Serenade TUI
TUI Activation of Call Me and Find Me
– Does not include setting destination number
Microsoft Exchange support of MM 2.0 MSS features
– All TUIs, Personal Distribution Lists, Broadcast, Privacy
Audible Hourglass
– New for AUDIX and Serenade TUIs (available for Aria in 1.1)
– “Please wait” prompt when system response > 4 seconds
Sort by Message Type
– Aria will still use TUI commands to access message types
– AUDIX and Serenade TUI users will specify ordering via Subscriber
Options (SO)
(continued)
© 2006 Avaya Inc. All rights reserved.
4
New System Capabilities (cont.)
Offline Access for Call Answer Messages
– Common interface specialized for this application
– Listen only for Call Answer messages only
Block Call Answer Fax Receipt per Class of Service (COS)
– Does not affect fax creation
– Not available on Exchange (3rd party fax solution)
Record Caller Application Announcements
– Available for all TUIs (was just Aria)
Mailbox Initialization
– Was “Educator” the term “Initialization” is more accurate
– Change password and record name (all TUIs)
– Record “Please hold” prompt and personal greeting (Aria only)
(continued)
© 2006 Avaya Inc. All rights reserved.
5
New System Capabilities (cont.)
Date and Time Prior to Message Playback
– MM 2.0 Aria TUI does not provide, traditional Aria TUI did
– For Aria TUI, MM 3.0 added date and time playback user selectable
– AUDIX and Serenade TUIs consistent with traditional operation
Subject Line Edit for Clients (MSS)
– Web Client, Outlook Thick Client
Multiple Time Zones
– Time zone assigned per COS, default to system time zone
– Time zone for mailbox may be assigned using Subscriber Options
(SO) or Web Subscriber Options (WSO)
(continued)
© 2006 Avaya Inc. All rights reserved.
6
New System Capabilities (cont.)
“Rapid Response” Features
– Call Answer Message Response Improvements (CAMRI)
• Response to Call Answer messages from remote subscribers
• Only for MSS, not Exchange
– Find Me Music on Hold
• Played instead of ringback
• Only for QSIG switch integrations (T1 or E1 and SIP)
– Caller Application Holiday Routing
• Create Caller Apps for system defined holidays in addition to in-hours
and out-of-hours
– Several Caller Application enhancements
• Transfer to ‘ambient’ mailboxes, no input handling, transfer to dial by
name, non-interruptible prompts
© 2006 Avaya Inc. All rights reserved.
7
TUI Enhancements
Common TUI Elements
– Common Caller Interface - Callers
• Independent of called subscriber’s assigned TUI
• Enhanced to include multi-lingual Call Answer capabilities
– Common Log-In Sequence - Subscribers
• Same as MM 2.0
– Common Offline Access TUI
Selectable Subscriber TUIs
– Aria, AUDIX, Serenade
– Per Class of Service (COS)
– Used for subscriber access to mailbox, not Call Answer
– Either Message Store (MSS or Exchange)
© 2006 Avaya Inc. All rights reserved.
8
Desktop Applications
Graphical User Interfaces
– Thin Clients (Web-based)
• Avaya Web Client (MSS only)
• Avaya Web Subscriber Options (WSO)
• Only Internet Explorer is Tested (others may work)
– Thick Clients (loaded on user’s PC)
• Microsoft Outlook Thick Client add-in
• IBM Lotus Notes Thick Client add-in
• Subscriber Options (SO)
– Standards-based clients work with all versions of MM
• Outlook Express, Eudora, etc.
© 2006 Avaya Inc. All rights reserved.
9
Accessibility Improvements
Accessibility via TUIs
– MM 3.0 is compliant with US Federal regulations
• Section 508 of the Rehabilitation Act
• Section 255 of the Communications Act
– Single mailbox for voice and TTY recordings
– TTY support for subscribers
– TTY support for callers
© 2006 Avaya Inc. All rights reserved.
10
International Considerations
Multi-Byte Character Sets
Native Language Operating System Support
Multilingual Call Answering (CA)
– Multilingual CA set on per-mailbox basis using SO or WSO
– “Primary” CA language used when call is answered
– Caller may select language
S3400 Hardware Discontinued for European Union countries
effective 4/3/2006
© 2006 Avaya Inc. All rights reserved.
11
Switch Integrations (SWINs)
SIP (Session Initiation Protocol)
– Avaya Communication Manager (CM) 3.1 and SIP Enablement
Server (SES)
– May not work with 3rd party switches despite “standard”
MWI Enhancements
– On-demand refresh initiated by administrator
– Respond to switch-initiated status inquiries
TTY Support
– H.323 and SIP cannot be “host” switches
• Can use IP network connectivity between sites
– Possible packet loss would garble TTY characters
Fax Support
– Not available at GA for SIP
• Available in post GA Service Pack
– Not available for H.323
© 2006 Avaya Inc. All rights reserved.
12
Additional Administration Features
Customer Downloadable Patches from support.avaya.com
Improved SMS deployment and simplified installation of
desktop clients
Latest Operating System Support
– RedHat Enterprise Linux v4 (MSS)
– Microsoft Windows 2003 (MAS)
Block Call Answer Fax receipt on Class of Service basis (MSS
Only)
Avaya Directory Enabled Management (API) Support (MSS
Only)
– Allows for LDAP Synchronization
– Third Party Development required (e.g. Star Fish) to meet
customers’ specific environment
© 2006 Avaya Inc. All rights reserved.
13
New S3500 Messaging Server
Introducing the S3500 server from Avaya
– All Servers: 3.4 Ghz Intel P4 processor, 2U form factor, 2 GB RAM
– MAS: 2 slot telephony card capacity, 80GB disk space. DVD-ROM
S3500
– MSS-H: 292GB disk space (4 hot-swappable disks), DVD-RAM, Dual hot/swap
Power, Quad hot/swap Fans
– MSS-S: 160GB disk space (2 disks), DVD-RAM
Reasons to consider a new S3500 messaging server:
Message Application Server
Message Storage Server (high-availability)
– Increased T1/E1 ports per MAS for
Intuity/Serenade TUI users
– 2500 IMAP sessions (up from 1000)
– Increased IP capacity / MAS
– Smaller Rack Footprint (2U)
• 48 SIP on S3500 vs 20 on S3400
• 30 H.323 on S3500 vs 20 on S3400
– Higher Performance
Message Storage Server (standard)
– Increased Performance
– Higher Performance
– Smaller Rack Footprint (2U)
– Smaller Rack Footprint (2U)
© 2006 Avaya Inc. All rights reserved.
14
Design Considerations
© 2006 Avaya Inc. All rights reserved.
15
MM 3.0 New Design Considerations - General
More Powerful Server = Port capacities are the same across all
TUIs with S3500 MAS
More Powerful Server = More client connections S3500 MSS
Many Old Feature Deficits are Gone
– Transfer to Messaging now with CM 3.1
– Record to Messaging (One Touch Record) now with CM 3.1
Limitation of 150 Deployed Caller Apps (S3500) or 120 (S3400)
OAN with SIP integration Not working (will be fixed in Service Pack)
UCC (Reach Me) and SIP integration does not work
Design Consultation Practice (DCP) Process Still Required
– Process is simplified and easier to follow
© 2006 Avaya Inc. All rights reserved.
16
MM 3.0 Design Considerations - MSS
Smaller Footprint - S3500 Servers
– S3500 Servers Have Only 2 Slots for Telephony Cards
– Capacity Constraints with MSS store
• 80 ports of DSE (16 ports x 5 MAS)
• 120 ports of Analog (24 ports x 5 MAS)
IMAP4 Sessions Increased to 2500 clients with S3500 MSS-H
All MAS’s must be co-located
– Remote MAS’s not Supported by Avaya Global Technical Support (GTS)
DSE Integrations Limited to 500 Subscribers
– Avaya and Rolm switches – MWI considerations
Web Client Server Software Must Run on It’s Own Server
– Can be co-resident with Web Subscriber Options
Fax Not Supported on H.323 Integrations (with SIP in SP)
© 2006 Avaya Inc. All rights reserved.
17
MM 3.0 Design Considerations - Exchange
10 MAS - 240 Port Limit
MAS’s must be located with Exchange Servers
– Network PBXs
OR
– Use Remote Gateways
Fax Requires 3rd Party Fax Server
Octel Analog Networking Supported
– Exception is H.323 and SIP integrations
Exchange 5.5 no longer supported
© 2006 Avaya Inc. All rights reserved.
18
Centralized Voice Mail
© 2006 Avaya Inc. All rights reserved.
19
Centralized Voice Mail Design Considerations
Voice Quality
– Multiple-transcoding on digitized voice wreaks havoc and can result
in poor quality message complaints
– Use G.711 encoding in MM unless you are Single Site, Single PBX
– Use G.711 in Inter-Region Traffic on CM if possible
Sizing
– Remember Sizing constraints in Concepts and Planning
– Multiple MM systems can be connected to CM’s with larger
processors - 8700, 8500, etc.
Time Zones - Multiple Time Zones Now Available in MM 3.0!!
– By System, Class of Service, By User
© 2006 Avaya Inc. All rights reserved.
20
Business Continuity
© 2006 Avaya Inc. All rights reserved.
21
Business Continuity - Plan for It
Centralized System – make sure they are reliable
– N+1 MAS
– MSS-H – Hot swappable RAID level 5 disks, dual power supply
– Offline Access - Make Received Call Answer Messages Available
– LAN Backup - Safer, More Secure Backup and Restore Capability,
Large systems can ensure full nightly backups
WAN Failure – make sure it isn’t catastrophic
– Use CM Reroute Features
– Don’t Duplicate Voice Mail systems for this
– Build Reliability Equation - CM + MM = Reliability
© 2006 Avaya Inc. All rights reserved.
22
Process Changes
© 2006 Avaya Inc. All rights reserved.
23
MM 3.0 Planning Forms
The Planning Form is an editable Word document used to collect
information needed for the installation, access, and support of the
entire Modular Messaging system
Planning Forms have changed significantly from MM 2.0
– For upgrades, reconcile information on the system and use to
update 2.0 forms and fill out 3.0 forms
– What is on the form may not match the system!
© 2006 Avaya Inc. All rights reserved.
24
MM 3.0 Data Collection Tool
The Data Collection Tool (DCT) is a tool used to collect, validate,
and store all of the information needed for the installation,
upgrade, and recovery of the MAS
The Data Collection Tool (DCT) creates a configuration file
(*.mmdct) used in the installation and upgrade process. You can
not install the software with out this configuration file
© 2006 Avaya Inc. All rights reserved.
25
Information NOT contained in the Planning Form
Information on features that will be used at the customer site
(mobility features, clients, adjuncts, etc)
Specific site configuration (end user password length, end user
password rules, Auto Attendant features)
Any information on Caller Applications
Information collection for the Planning Forms comes from
multiple sources and can take a while to obtain
– Allow time to collect the additional information not gathered by the Planning
Forms
© 2006 Avaya Inc. All rights reserved.
26
MM “Process” Best Practices
Planning Forms and DCT information still needs to be
gathered and compiled well prior to the installation date
– Successful installations hinge on accurate planning information
– Information must be entered consistently between the Planning
Form and the DCT. The information is manually transferred from
the Planning Forms to the DCT
Systems need to be pre-registered so that the Product ID
and Remote Access IP addresses can be provided on the
Planning Forms
Save analyzed DCT post install for Disaster Recovery
– Automatically created nightly, but does not contain all of the
data
© 2006 Avaya Inc. All rights reserved.
27
Installation Overview
© 2006 Avaya Inc. All rights reserved.
28
Keys to Successful Installations and Upgrades
Planning, Planning, Planning
Collect and verify information for installation or upgrade well
in advance of the actual install
Double, Triple, Quadruple check your planning information
Use tools and job aides to help you collect system
parameter information for configurations
You can not upgrade an unhealthy system to make it
healthy
You can not successfully upgrade a system with information
missing or inaccurate in the Planning Forms or DCT
© 2006 Avaya Inc. All rights reserved.
29
Keys to Success - continued
Project Management
Items to note
– Attend training
– Read documentation
– Get hands on experience
By the Way - Planning, Planning, Planning
© 2006 Avaya Inc. All rights reserved.
30
What’s Covered Next
New installation architecture
MSS high level Installation steps
MAS high level Installation steps
– Avaya and Customer Provided Equipment (CPE)
Boot disk changes
MSS high level Upgrade steps
MAS high level Upgrade steps
– Avaya and Customer Provided Equipment (CPE)
© 2006 Avaya Inc. All rights reserved.
31
New Installation Architecture - MAS
Two part installation process changed for the MAS
– Data Capture is done with the Data Collection tool (DCT) - MMDCT.exe
– Unattended Installation is done with MISCM.exe
MISCM – Automated install completes the following tasks
–
–
–
–
–
–
–
–
–
–
–
Create host files
RealSpeak (Software Only)
Sysprep (Hardware Only) setup basic Windows environment
Networking configuration (Hardware Only) setup network cards
Operating System configuration (previously OSConfig wizard)
3rd Party Tools (Exchange Only)
Software installation (Exchange Only) MM software components
Dialogic setup
RAS Setup (Hardware Only)
MAS configuration (previously GVConfig)
VMD Configuration (new installs only) some VMD properties are configured
© 2006 Avaya Inc. All rights reserved.
32
MSS New Installation High Level Steps
Network Administration
– Machine Names, IP Addresses, Windows Domain, etc
Trusted Server setup
Move to MAS tasks
Update MAS host information
Place MSS in Windows domain
Administer Classes of Service
Administer Special Mailboxes
Move to MAS to complete tasks
© 2006 Avaya Inc. All rights reserved.
33
MAS New Installation
Avaya Hardware High Level Steps
MAS/MSS
Complete preliminary tasks on MSS
Have validated completed DCT file ready
Turn on MAS and MISCM is launched
Select *.mmdct file
Select MAS to install
Enter license key
Complete Configuration
Start Acceptance Testing
© 2006 Avaya Inc. All rights reserved.
MAS/Exchange
Complete preliminary tasks for Exchange
Have validated completed DCT file ready
Turn on MAS and MISCM is launched
Select *.mmdct file
Select MAS to install
Enter License key
Install Third Party software when
prompted
Install MM Components when prompted
Complete Configuration
Start Acceptance Testing
34
MAS New Installation
CPE High Level Steps
Complete preliminary tasks for Exchange
Confirm MAS Server prepared for install
Have Validated Completed DCT file ready
Install MISCM and launch
Select *.mmdct file
Select MAS to install
Install Third Party software when prompted
Install MM Components when prompted
Complete Configuration
Start Acceptance Testing
© 2006 Avaya Inc. All rights reserved.
35
MSS Upgrade High Level Steps
Ensure the system is healthy and working correctly
Run Pre-Upgrade Tool
Complete a Full Attended Backup
Run the Backup Verification Tool
Replace the hardware – Optional with considerations covered in
the Upgrade section
Install the MM 3.0 software
Restore the MM 1.1 or 2.0 backup onto the 3.0 system
– Restores the ENTIRE system: IP Addresses, machine names, etc so the
2.0 and 3.0 system can not be ‘live’ on the data network concurrently
Move to the MAS Upgrade steps
© 2006 Avaya Inc. All rights reserved.
36
MAS Upgrade High Level Steps – Avaya
Ensure the system is healthy and working correctly
Use MMDCT to analyze EACH MAS in existing system
– Complete this step WELL PRIOR to the upgrade day
– Understand that the system must be healthy and functioning prior to the
upgrade. This verification is done PRIOR to the upgrade day
MSS – backup steps completed from above
MAS
– New Image is installed
– Perform Factory tasks (Windows Product Activation and MM_Setup)
– Use MISCM and analyzed DCT to restore system
– Restore backed up files
– Complete installation and configuration tasks
Verify Operation of the entire system
© 2006 Avaya Inc. All rights reserved.
37
MAS Upgrade High Level Steps - CPE
Ensure the system is healthy and working correctly
Upgrade the OS to Windows 2003 Server SP 1
Install ASP.Net
Configure IIS to use IIS 6.0 (Not using IIS 5 mode)
Upgrade Exchange System Management Tools to 2003 with
Service Packs
Upgrade Dialogic Drivers
Upgrade RealSpeak
Upgrade MM Components
Verify the Operation of the entire system
© 2006 Avaya Inc. All rights reserved.
38
MM 1.1 or 2.0 to 3.0 Upgrade
© 2006 Avaya Inc. All rights reserved.
39
MM 1.1 or 2.0 to 3.0 Upgrade – Be Prepared!
How do you get prepared?
– Implementation Training at Avaya University
– Documents to reference MM Application Guide (comparison guide),
Concepts and Planning, Installation Guide
– Complete set of MM 3.0 product documentation available on the
Support Site. Concepts and Planning, TUI Guides, etc
– Upgrade High Level Process Document
Upgrades are ALWAYS like for like (no change in backend or
SWIN, but you can change the number of MAS’s).
– You can not make changes during the upgrade process. They must
be done prior or post install
Upgrades from 1.1 can go directly to 3.0
© 2006 Avaya Inc. All rights reserved.
40
MM 3.0 New Installs vs. Upgrades
Installs will ship with new hardware + OS + MM software
– Relatively easy process
– Carefully following documentation is key to success
Upgrades
– Very different process than MM 1.1 to 2.0
– OS changes to the Windows 2003 and Red Hat Enterprise 4
– Need to plan for mixed S3400 / S3500 environments
• Addition of new server, upgrading the rest
• Moving port cards around
– Don’t set unrealistic expectations on time required to upgrade
– Carefully following documentation is key to success
© 2006 Avaya Inc. All rights reserved.
41
Flexible Hardware Upgrade Options
Upgrade S3400 to MM 3.0 software and Operating System
Replace the MSS
Add an MAS
S3400
S3400
S3500
S3500
S3400
S3500
S3500
S3500
Replace All
servers
or with
S3500
Exchange
Can also upgrade from S3400 MSS-S to S3500 MSS-H if desired
© 2006 Avaya Inc. All rights reserved.
42
Hardware Upgrade Recommendations
MM 3.0 will run on the S3400 server with limits
– Final testing shows that S3400 is challenged to run the new
standard RedHat OS (not Avaya modified kernel) and the MAS with
Windows 2003 with full capacities
– MAS Limit: 48 ports per MAS
• Most customers will be fine, Can move port cards around as necessary
• Remember, still have 5 MAS per Voice Mail Domain (VMD) limit
– MSS Limit (S or H): 40 ports per Domain or 2000 subscribers
(whichever comes first)
• Will Impact larger customers
• Most will be looking to upgrade to S3500 already for IMAP4 session
increase
Voice Card capacity on the S3500 may mean additional
equipment is required. Only two port card slots are available
© 2006 Avaya Inc. All rights reserved.
43
Migrations
Systems that can be migrated to MM 3.0 - MSS
– Aria 2.x and 3.x
– Intuity AUDIX 4.4, 5.0, 5.1, LX, and HiCap
– Serenade 3.x and 4.x
MSS Message Store ONLY, not available for Exchange
Retain original TUI as the default for the new system
Provided by Unimax Mailbox Manager
– What’s moved by the Mailbox Manager Migration tool?
• System data, COS data, Subscriber Mailbox data
– What’s NOT moved? (including, but not limited to)
• Recording (messages, greetings, names, modified prompts), Automated
Attendant mailboxes and / or applications, Personal Distribution Lists
© 2006 Avaya Inc. All rights reserved.
44
Integration Updates
Session Initiation Protocol (SIP)
– 48 sessions per MAS with new S3500; 20 with S3400
– Fax support targeted for Service Pack post General Availability
– UCC Reach Me is NOT available
All MM subscribers MUST reside on a CM 3.1 that supports SIP trunks
It is recommended that all MM subscribers are on the same CM 3.1
– With multiple CM’s and one MM there are significant amounts of switch
administration required (routing tables and proxy administration)
New MM 2 integrations now available for MM-Exchange
– Cisco T1, Siemens T1 and E1
Increase Capacity for H.323
– Increase to 30 sessions per MAS with new S3500
– Does not support Fax
© 2006 Avaya Inc. All rights reserved.
45
Questions?
© 2006 Avaya Inc. All rights reserved.
46
© 2006 Avaya Inc. All rights reserved.
47