Avaya Notification Solution Installation Guide

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Avaya Notification Solution

Installation Guide

Release 1.2

April 2011

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“Hardware” means the standard hardware originally sold by Avaya and ultimately utilized by End User.

License type(s)

Named User License (NU). End User may: (i) install and use the Software on a single Designated Processor or Server per authorized Named

User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software.

“Named User,” means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a “Named User” may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software.

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Software in accordance with the terms and conditions of the applicable license agreements, such as “shrinkwrap” or “clickwrap” license accompanying or applicable to the Software (“Shrinkwrap License”). The text of the Shrinkwrap License will be available from Avaya upon End

User’s request (see “Third-party Components” for more information).

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Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third

Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”).

Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the

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Web site: http://www.avaya.com/support/Copyright/ .

Preventing toll fraud

“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll

Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya

Support Web site: http://www.avaya.com/support/ . Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: [email protected].

Trademarks

Avaya, the Avaya logo, one-X Portal, Communication Manager, Application Enablement Services, Modular Messaging, and Conferencing are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

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Table of Contents

Table of Contents .............................................................................................................. 4

Introduction ...................................................................................................................... 5

Intended audience ............................................................................................................ 7

Customer site requirements .............................................................................................. 7

Product package ............................................................................................................. 10

ANS installation mode ..................................................................................................... 11

ANS pre-installation checks ............................................................................................ 11

Installing ANS software using GUI based installation ..................................................... 13

Applying ANS license ....................................................................................................... 20

Steps for server eth1 used for voice traffic ..................................................................... 21

Steps to change SSL certificate ....................................................................................... 21

Other installation notes ................................................................................................... 21

HA backup and restore .................................................................................................... 23

Uninstalling ANS ............................................................................................................. 24

Upgrading ANS version 1.1.6 to version 1.2 .................................................................... 25

Troubleshooting .............................................................................................................. 26

Port specifications ........................................................................................................... 29

ANS component memory allocation ................................................................................. 30

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Introduction

Avaya Notification Solution (ANS) provides real-time multimodal notifications, close-loop response gathering, and collaboration capabilities to devices. These devices include IP phones, cell phones, digital and analog phones, Wi-Fi phones, e-mails, SMS, and instance messaging. ANS broadcasts text and audio messages to Avaya IP phones through IP without consuming any IP-PBX resources.

ANS provides the open web service API for integrations with third party products and solutions.

ANS also includes the ANS Management Portal for creating notifications and checking the notification status. You can also initiate a notification through a telephone call. ANS can integrate with customer IP-PBX through SIP trunks. ANS stores user and group profiles locally and provides

LDAP synchronization with the external directory. ANS provides intelligent notifications features such as an escalation tree, transfer, ad hoc conference, and message security pin. You can apply

ANS to mass notifications, emergency conferences, event notifications, vertical solutions in public safety, private safety, education and healthcare.

The following diagrams describe typical ANS connectivity in single and dual NIC:

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Introduction

Disclaimer: ANS is not fault-tolerant and is not designed, manufactured or intended for use in an environment that requires fail-safe performance in which the failure of the software could lead to high risk activities such as death, personal injury, or significant property damage. Such environments include control systems in a nuclear, chemical, biological or other hazardous facility, aircraft navigation and communications, air traffic control, and life support systems in a healthcare facility. Customer must exercise caution when they engage in such high risk activities.

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Intended audience

This document is intended for the personnel who install and configure the solution components, such as:

Trained field installation and maintenance personnel

Technical support personnel

Authorized business partners

Customer site requirements

Servers

Ensure that you provide the following servers for ANS:

For up to 100 voice ports and up to total 10,000 user addresses per notification session, you require one server equipped with the following for All-in-one server, and two servers for

High Availability (HA):

– 1 Quad cores

– Pentium 2.8 GHz CPU

– 4 Gb RAM

– 60 Gb storage

– 32-bit Linux Operating System version 5.4

For up to 600 voice ports and up to total 25,000 user addresses per notification session, you require one server equipped with the following for All-in-one server, and two servers for HA:

– 2 Quad cores

– Pentium 2.8 GHz CPU

– 8 Gb RAM

– 60 Gb storage

– 32-bit Linux Operating System version 5.4

Note: Virtual Machine (VM) is supported for up to 50 voice ports.

Required remote access:

Avaya requires remote access to provision and support for ANS, under the software support maintenance agreement. ANS supports the remote access methods listed below:

Note: Each of the following methods may require procuring of additional products and services.

The connection methods of ANS are RSIG, SAC.SAC Lite, SSG, SIG, SSLVPN, and SAL.

Voice Channel:

ANS utilizes SIP trunks to connect to the customer/site infrastructure. The following SIP trunk connections are supported:

– Direct SIP trunks to Avaya Communication Manager (CM) 5.x and later

Note: Supports maximum 200 ANS ports per CM.

– SIP trunks through Avaya SES to Avaya CM 4.x and later

Note: Supports maximum 200 ANS ports per CM.

– SIP trunks to Nortel CS1000 R5.x and later

Note: Supports maximum 300 ANS ports per CS1000.

– SIP trunks to Avaya Session Manager (SM)

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Customer site requirements

Note: Supports maximum 600 ANS ports per SM with multiple CM or CS1000.

– SIP trunks to IP office or Avaya Branch Gateway

Note: Supports maximum 50 ANS ports per IP office or Avaya Branch Gateway.

– SIP trunks to Service Providers through Session Border Controller (SBC)

Note: Supports maximum 600 ANS ports per Service Provider SIP trunks.

– SIP trunks to Avaya Meeting Exchange R5.2 SP1 or later

Note: Supports maximum 2400 ANS ports per Meeting Exchange server.

You must configure the IP-PBX SIP trunks for connecting to ANS.

You must ensure that the IP-PBX has enough trunks and resources to support the voice notification call traffics.

ANS supports SIP integrations with the Avaya Meeting Exchange R5.2 SP1 or above. The

Meeting Exchange conference bridge moderator and participant codes are required to configure as Direct DID numbers. As a result, ANS can transfer you into the Meeting

Exchange conferences directly without prompting for entering the conference codes.

IP Phone Broadcast Channel:

ANS supports text and audio broadcast for the following Avaya IP phones:

For one line text in top line and audio push:

– Avaya 9620, 9630, 9640, 9650, 9670 o Requires firmware R3.1.1 SP1 or above for the H.323 mode o Requires firmware R2.6 or above for the SIP mode

– Avaya 9608, 9611, 9621, 9641 o Requires firmware R6.0 or above for the H.323 mode

Note: The SIP version of firmware does not support the text or audio push.

– Avaya 4610, 4620, 4621, 4622, 4625, 4626 o Requires firmware 30909 or above

– Avaya 1603, 1608, 1616 o Requires firmware R1.3.x or above

– Avaya (Nortel) 1110, 1120E, 1140E, 1150E, 1165E, 1210, 1220, 1230, 2007 o Requires Unistim 5 software

The following IP phones also support display push with multiple lines of text:

– Avaya 9620, 9630, 9640, 9650, 9670

– Avaya 9608, 9611, 9621, 9641

– Avaya 4610, 4620, 4621, 4622, 4625, 4626

– Avaya (Nortel) 1140E, 1150E, 1165E

You must perform the following steps for the IP phone broadcast feature:

1) Ensure that the IP phones meet the firmware release level requirements

2) Set the push parameters in the automatic provisioning file

For Avaya 96xx and 46xx series of IP phones, set the following parameters in the

46xxsettings.txt file

Set the following for the All-in-one ANS system (where xxx.xxx.xxx.xxx is the ANS IP address):

– SET WMLHOME http://xxx.xxx.xxx.xxx:8080/IpPhoneChannel/HomePage.action

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Customer site requirements

– SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx:8080/IpPhoneChannel/SubscribeClientServlet

– SET TPSLIST xxx.xxx.xxx.xxx:8080

– SET PUSHCAP 2222

Set the following for the HA ANS system (where xxx.xxx.xxx.xxx is the ANS server 1 IP address; yyy.yyy.yyy.yyy is the ANS server 2 IP address; zzz.zzz.zzz.zzz is the ANS virtual

IP address):

– SET WMLHOME http://zzz.zzz.zzz.zzz:8080/IpPhoneChannel/HomePage.action

– SET SUBSCRIBELIST http://zzz.zzz.zzz.zzz:8080/IpPhoneChannel/SubscribeClientServlet

– SET TPSLIST xxx.xxx.xxx.xxx:8080,yyy.yyy.yyy.yyy:8080

– SET PUSHCAP 2222

For Avaya (Nortel) 11xx, 12xx, and 2007 series of IP phones, set the following Push Agent and

WML parameters in the System.PRV file:

For the All-in-one ANS system (where xxx.xxx.xxx.xxx is the ANS IP address):

– Push Agent parameters o pp=80 o pcap=2222 o tpsl=xxx.xxx.xxx.xxx:8080 o sl=http://xxx.xxx.xxx.xxx:8080/IpPhoneChannel/SubscribeClientServlet

– WML parameters o wp=80 o wh=http://xxx.xxx.xxx.xxx:8080/IpPhoneChannel/HomePage.action

For the HA ANS system (where xxx.xxx.xxx.xxx is the ANS server 1 IP address; yyy.yyy.yyy.yyy is the ANS server 2 IP address; zzz.zzz.zzz.zzz is the ANS virtual IP address):

– Push Agent parameters o pp=80 o pcap=2222 o tpsl=xxx.xxx.xxx.xxx:8080,yyy.yyy.yyy.yyy:8080 o sl=http://zzz.zzz.zzz.zzz:8080/IpPhoneChannel/SubscribeClientServlet

– WML parameters o wp=80 o wh=http://zzz.zzz.zzz.zzz:8080/IpPhoneChannel/HomePage.action

3) Reboot all IP phones after the ANS servers are installed so that IP phones are registered to ANS servers.

IP phones are rebooted through power cycle the closet POE switches or through sending commands to IP-PBX.

Note: It is not recommended to broadcast the audio through WAN connections or through firewalls.

All IP phones must have unique extensions.

SMS Channel:

ANS supports connections to the Clickatell service provider for 1-way SMS services. If you want to use Clickatell, create an account at Clickatell website and pay for the costs of SMS messages at Clickatell.

– On the http://www.clickatell.com/developers/api_soap.php

site, click Sign Up Now to setup an account.

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Product package

– After logging into the Clickatell site, under the Manage my Products menu bar, add a connection for SOAP and HTTP type.

ANS also supports standard SMPP connections to service providers for 2-way SMS.

Additional integration efforts may be required for integrating with non-certified service providers. You need to pay for the service provider charges.

ANS also supports local GSM modems for low volume 2-way SMS. If this option is selected, the server needs to have minimum 1 RS232 serial port. You need to subscribe the GSM cell phone services and get one activated GSM SIM card per modem. You also need to ensure that the server room has GSM signal coverage.

The following GSM modem is certified:

– Multi-Tech MultiModem GPRS MTCBA-G-F4 - Wireless cellular modem - external - RS-

232 - GSM, GPRS

Email Channel:

You must provide the SMTP server information to enable the Email channel.

IM Channel:

ANS supports connections to the standard XMPP server or IBM Sametime server. You must provide the XMPP server or IBM Sametime server to enable the IM channel.

LDAP Directory Synchronization:

ANS supports periodical one-way synchronization with the corporate LDAP directory. To enable this feature you must provide the LDAP server connection information and LDAP attribute mapping.

Note: You can use ANS Management Portal to manually upload the CSV files into ANS user profile database without using LDAP.

Product package

Each ANS installation package includes the following components. Ensure that you have received all the components of the consignment for installation as a complete package. During installation, you can choose to install the entire package or parts thereof.

1) Tomcat Application server for Management Portal and ANS Web services

2) Coordinator

3) PostgreSQL database

4) Text-To-Wave (TTW) file server:

Loquendo text to speech server

5) Voice Channel:

SIP Application server

Avaya Jade Media server

6) IP Phone channel

7) SMS Channel

8) Email Channel

9) IM Channel (XMPP and Sametime)

10) Wi-Fi Phone Channel (through Polycom OAI gateway)

11) LDAP Integrations

12) Virtual IP for High-Availability

13) Database Sync for High-Availability

14) File Sync for High-Availability

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ANS installation mode

ANS is available in two installation modes:

1) High Availability (HA) mode, where two servers are required one as Master and another as

Client server.

2) All-in-one mode, where only one server is required.

ANS pre-installation checks

Before starting the ANS installation verify the following:

1) Linux Operating System version

To verify the Linux Operating System version execute the following command on console: cat /etc/redhat-release

2) Host file entries

Locate and edit host file using the following command: vi /etc/hosts

Ensure that 127.0.0.1 corresponds to localhost and real IP address corresponds to domain name and alias:

For example

127.0.0.1 corresponds to localhost.localdomain localhost

148.147.222.166 corresponds to anssrvr.onex.int anssrvr

3) Firewall

Firewall must be disabled.

To disable the firewall:

On the Linux display, select System > Administration > Security Level and Firewall

The system displays the Security Level Configuration window.

On the Firewall Options tab, select Disabled in the Firewall drop-down list.

Click Apply.

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ANS pre-installation checks

4) Time Server

To add the entries for time server:

On the Linux display, select System > Administration > Date & Time.

The system displays the Date/Time Properties window.

On the Date & Time tab, set the date and time.

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Installing ANS software using GUI based installation

5) Remove PostgreSQL and Apache Web Server if they exist

Check if PostgreSQL database or Apache Web Server is installed with Linux Operating System.

Un-install them if they already exist.

6) ANS licenses

To acquire the ANS licenses from Avaya:

Run the ifconfig command on both the ANS servers.

Provide the server MAC addresses information to Avaya in order to generate the license file.

7) Loquendo licenses

To acquire the Loquendo license, acquire the Loquendo PIK numbers from Avaya, and run the

LoquendoLicenseManager on both the ANS servers. Then provide the text file generated by

LoquendoLicenseManager to Avaya.

Installing ANS software using GUI based installation

ANS supports GUI based installation, which is done through VNC server or viewer.

Following are the steps for installing ANS software using GUI based installation:

1) Log-in into the Linux as root.

Download the ANS software at /root.

Extract the ANS software by running the following: untar -xjvf /root/ANS-R1.1.6-20100906-1356.tar.bz2, where xxx is the ANS file name.

Note: To install ANS completely log in as an Administrator and not just as a user.

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Installing ANS software using GUI based installation

2) cd to the extracted directory and run install.sh script to start the ANS installation.

Note: To change the mode of all non-executables files to executable files run the following command chmod 755 <file name>

3) Script launches the installer window, click Next.

4) Select “I accept the terms ...” option and click Next.

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Installing ANS software using GUI based installation

5) All-in-one or HA mode:

For HA mode, select the Virtual IP and Database synchronization check boxes.

The Virtual IP is applicable only in local HA environment, Virtual IP cannot be used in

Geographical environment.

For All-in-one mode, uncheck the Virtual IP and Database Synchronization check boxes.

6) Enter the current machine IP address in the Local IP Address field and click Next.

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Installing ANS software using GUI based installation

7) Select HA mode or All-in-one mode and click Next.

8) If All-in-one mode is selected, then proceed to Step 9.

Else if HA mode is selected, enter the Remote ANS IP Address and Virtual IP

Configuration details.

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Installing ANS software using GUI based installation

For local HA, configure the following:

Remote ANS IP Address: Enter the remote ANS IP address.

For example, if ANS is being installed on HA mode on two servers (aaa.bbb.ccc.ddd and aaa.bbb.ccc.eee), then you must run installer on both the servers. During Master installation if the local server IP address is aaa.bbb.ccc.ddd, then remote IP address is aaa.bbb.ccc.eee for client installation. It is preferred to install first the master and then the client.

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Installing ANS software using GUI based installation

For Virtual IP, configure the following:

Local Domain Name: Enter the local domain name of the ANS server, where installation is in progress.

To find the local domain name of the server, run the command uname -n.

Remote Domain Name: Enter the domain name of the remote ANS server.

Virtual Domain Name: Enter the domain name of the virtual ANS server.

For example we can use the name virtual in both master and client installation.

9) If Loquendo TTS is not purchased, all system prompts must use the pre-recorded wave files.

Select Yes and click Next.

If by default No is selected, then it enables ANS to use Loquendo text to speech conversion.

If you choose to use the pre-recorded wave files, and later want to use Loquendo text to speech conversion, then you must reinstall ANS and choose the No option.

10) For the Database Synchronization (SymmetricDS) Configuration in the HA mode, select one server as Master and another one as Client.

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Installing ANS software using GUI based installation

11) Wait for installation to complete, after package installation Jade and SIP AS are setup.

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Applying ANS license

Note: After ANS is installed, logging in to ServiceHost.sh.log is disabled.

At the end of installation, the system displays Yes and No options for you to confirm whether IP

Phone broadcast is required.

If you click Yes, then before starting the Web Portal, the system tries to start vncserver.

Before starting vncserver, check for the following entries in /etc/sysconfig/vncservers

– VNCSERVERS=1:root

– VNCSERVERARGS[1]=-geometry 1024x768 -depth 16

If /etc/sysconfig/vncservers has above parameters, then do not change the entries, else add the above parameters in the entries.

If you click No, then the system starts the Web portal and does not try to start vncserver.

Applying ANS license

1) After the installation completes open the following URL in browser to install the ANS license https //<ipaddress>:<port>/WebLM

2) Enter username and password .

3) Click login.

The system displays the Change Password page.

4) On the Change Password page, change the password and log-in again with new password.

5) On the Install License page, click Browse, locate the license file.

6) Click Install to install the ANS license.

7) Run the loquendo license script file to apply the Loquendo license.

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Steps for server eth1 used for voice traffic

1) Reinstall SIPAS with the following change:

– change the installsipas.sh file: myip=‟x.x.x.x‟

2) Modify Jade configurations:

– change /opt/rhel48/usr/Avaya/MediaServer/config/system.cfg: IP addresses from eth0 to eth1 IP and change eth0 to eth1 near the end of the file

– Change /opt/rhel48/usr/Avaya/MediaServer/config/mediaServerInterface.cfg to listening on eth1 ip address: o MediaServerListeningURI_1=sip:[email protected]:5090

– Perform the above steps on both, master and client servers for HA installation.

Steps to change SSL certificate

If you want to use your own SSL certificate for ANS Management Portal, follow the steps below:

To change the SSL certificates:

Stop ANS WebServer - /etc/init.d/ANSWebServer stop

Edit /opt/Avaya/AvayaNotificationSolution/apache-tomcat-6.0.18/conf/server.xml

Update the following lines with your keystoreFile, keystoreType and keystorePass:

– <Connector port="8443" protocol="HTTP/1.1" SSLEnabled="true" maxThreads="150" scheme="https" secure="true" clientAuth="false" sslProtocol="TLS" keystoreFile="./webapps/WebLM/WEB-

INF/weblmserver.p12" keystoreType="PKCS12" keystorePass="password"/>

Start ANS WebServer - /etc/init.d/ANSWebServer start

If you do not have a keystore, create a new keystore with tool available in Java SDK.

To generate a keystore, run the following commands:

Import the Chain Certificate into your keystore

– keytool -import -alias root -keystore <your_keystore_filename> \ -trustcacerts -file

<filename_of_the_chain_certificate>

Import your new Certificate

– keytool -import -alias tomcat -keystore <your_keystore_filename> \ -file

<your_certificate_filename>

The "your_keystore_filename" is the path of new keystore, you can select any path and file name you want.

Normally we use /home/user_name/your_site_name.jks

The system prompts for creating a password, create the password. This password is required for tomcat configuration.

After you import the chain certificate and your new certificate, you can edit the server.xml and change the following fields:

– keystoreFile= “your_keystore_filename"

– keystoreType= JKS

– keystorePass= The password you created above.

Other installation notes

To support different languages on the ANS Management Portal: cd /opt/Avaya/AvayaNotificationSolution/config/internationalization

Translate the corresponding language files

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Other installation notes

Set the browser‟s default language to local language

Change HTTPS ports if required:

In /opt/Avaya/AvayaNotificationSolution/apache-tomcat-6.0.18/conf/server.xml change port from 8443 to 443

Change RTP ports if needed:

In /opt/rhel48/usr/Avaya/MediaServer/config/softMediaServer.cfg, change:

– baseRtpPort=42000

– maxChannels=702

This implies that RTP port ranges from 42000 to 43404 (each voice call uses 2 UDP ports)

Setting up the Wi-Fi phone channel:

In /opt/Avaya/AvayaNotificationSolution/apache-tomcat-

6.0.18/webapps/AvayaMessageGateway/WEB-

INF/classes/AvayaMessageGateWay.properties, change:

– messageGateway.ipAddress value to the real OAI gateway IP Address.

Restart the web server:

– /etc/init.d/ANSWebServer stop

– /etc/init.d/ANSWebServer start

Note: After ANS is installed, refer to the Administering the ANS Management Portal section in the ANS R1.2 Administration Guide to configure the system.

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HA backup and restore

Following are the steps to backup ANS: cd /opt/Avaya/AvayaNotificationSolution/PostgreSQL/8.3/bin/

./pg_dump --username={ANS_DB_USERNAME} ansdb >

/opt/Avaya/AvayaNotificationSolution/backups/yyyy-mm-dd_ANSDB.dump, where yyyy-mm-dd stands for (4-Digit) Year - Month - Day

ANS database's user name and password are provided to system administrator during installation.

Please contact Avaya support in case you need to recover the information.

Following are the steps to restore ANS: cd /opt/Avaya/AvayaNotificationSolution/PostgreSQL/8.3/bin/

./psql --username={ANS_DB_USERNAME} ansdb <

/opt/Avaya/AvayaNotificationSolution/backups/yyyy-mm-dd_ANSDB.dump

Refer to the http://www.postgresql.org/docs/8.3/static/backup-dump.html#BACKUP-DUMP-

RESTORE link for details.

Avaya Notification Solution Installation Guide Page 23

Uninstalling ANS

To uninstall ANS:

1) Go to the cd/opt/Avaya/AvayaNotificationSolution/Uninstaller/ directory

2) Type the following command [email protected]]#java –jar uninstaller.jar

3) The system displays the Uninstaller screenshot.

Uninstalling ANS

4) Click Uninstall.

Avaya Notification Solution Installation Guide Page 24

Upgrading ANS version 1.1.6 to version 1.2

Steps for upgrading ANS version 1.1.6 to 1.2 for All-in-one server

1) Run upgrade.sh, which will backup 1.1.6 database, uninstall 1.1.6, install 1.2, and then apply

1.2 schema changes.

2) Once 1.2 installation is complete, the system prompts a message stating "Database backup available, would you like to restore?". a) Enter Yes, the system restores the previous database backup. b) Enter No, the system skips the database restore, which will result in fresh 1.2 installation.

Note: While uninstalling ANS it creates ipphone.sql backup, which is not useful while upgrade.

IPPhone restore entries are maintained by upgrade.sh script.

While upgrading from ANS version 1.1.6 to 1.2, the following errors are observed, although the upgrade is successful: language "plpgsql" already exists relation "config.csv_template" does not exist

Steps for upgrading ANS version 1.1.6 to 1.2 for HA servers

While upgrading HA servers, it is important that you maintain Master server as Master and Client server as Client.

To identify whether a server is Master or Client:

Go to location /opt/Avaya/AvayaNotificationSolution/symmetric-ds-2.0.3/conf

Open the symmetric.properties

Check the property of group.id

– if group.id=ANS_HA_MASTER, then server is MASTER

– if group.id=ANS_HA, then server is Client

For Master server upgrade:

1) Stop the ANS services at both servers by running stopANSAll.sh at both server.

2) Run upgrade.sh on the Master server and make sure to select the "Master" for SymmetricDS during the installation.

3) Do not start the Client server.

For Client server upgrade:

1) Stop the ANS services at Master server by running stopANSAll.sh.

2) Run upgrade.sh on the Client server.

3) After successful upgrade on the Client server machine, start the Master server also.

Avaya Notification Solution Installation Guide Page 25

Troubleshooting

You must ensure the following through the shell script, placed at

/opt/Avaya/AvayaNotificationSolution:

ANSStatus.sh – check all ANS services status startANSAll.sh – start all ANS services stopANSAll.sh – stop all ANS services traceSAS – trace the SIP calls

Ensure to check the following on the ANS Management Portal:

Channel status

System Alarms

Able to download system logs

The following table describes the issues and the troubleshooting tips:

Issues Troubleshooting Tips

When I tried to browse the ANS Management

Portal, I received an error

404 – page not found error message

When I try to trigger the scenario from the ANS

Management Portal, I receive a license error

When I receive a notification call, it is just silence and welcome prompt is not played

Ensure that the ANS webserver is up and running.

Ensure that the firewall is stopped. Check the status of firewall by running the following command:

/etc/init.d/iptables status

Contact the System Administrator for installing the ANS license

For All-in-one server:

Ensure that the TTW server and Jade are up by checking their status through the following commands respectively:

/etc/init.d/ANSTTWService status

/etc/init.d/acms status

Exception is observed with LDAP custom attributes after upgrade to

ANS version 1.2

For all the audio prompts, the system plays an error message, “There is no license available”

Add New Message screen, the system displays empty drop-down list for the Channel field

Ensure for text to speech converter valid Loquendo license is installed

For HA environment:

Apart from the above All-in-one server tips, also ensure that the synchronization service is up through the following command: sh/opt/Avaya/AvayaNotificationSolution/SynchronizationService/

RsyncService.sh status

Custom attributes should be mapped to the validations present on the fields. If the validation fails, sync does not happen. Also, mapped fields must be present in all the LDAP db records, else the synchronization fails

Ensure that the Loquendo license is applied

Ensure ANS weblm license file is installed from WebLM Manager

(https://<ip>:8443/WebLM/)

Avaya Notification Solution Installation Guide Page 26

Troubleshooting

Issues Troubleshooting Tips

My IP Phone number does not appear in the registration list on

Registered IP Phones screen

My IP Phone does not play audio messages

My IP Phone beeps, but I cannot see the message on it

Some menu selections are missing on the ANS

Management Portal

Some locales are missing from the Locale dropdown list on the ANS

Management Portal

I cannot trigger a notification by calling through the Inbound

Number

ANS can neither call nor transfer the external calls

Ensure your file server / 46xxsettings file / Phone's file server configuration is pointing to appropriate IP address

Ensure that the ANS server is running with a display and check the audio codec

Ensure that the firewall‟s settings redirect to the client's IP address

Ensure whether all the services are installed and check your permissions

Ensure that these missing locales are installed in Loquendo and select those locales in Text to Speech Locales page

ANS is making too many calls at the same time, it is overloading my PBX

ANS does not send SMS messages to my mobile

ANS contacts all my PoCs, even when I have responded to one of them

Ensure that the Inbound Number is configured on the ANS

Management Portal and is associated with that notification .Also ensure your phone number is registered in Allowed Incoming Number list. If the list is empty, it allows all incoming numbers.

Confirm the PBX configuration.

Ensure that ANS dial rule configurations are configured for the external calls in the System Configuration > Channel

Configurations page under SIP TRUNK tab on the ANS Management

Portal

On the System Configuration > Coordinator Configurations page, change the number of recipients (less recipients per command) per command to slow down ANS throughput

Ensure that you provide the correct country code in the System

Configuration > Channel Configurations page under SMS

CHANNEL tab on the ANS Management Portal

ANS considers a notification successful (responded) at the time you answer a question or acknowledge the notification. You need to increase the delay of the PoCs based on the length of your notifications

Ensure that the firewall does not block the Jgroups port, such as 7800 I have two ANS servers, but I can see only one driver of each type registered

The ANS Management

Portal is not displayed correctly in the Internet

Explorer 8

I cannot see the configured caller id when

ANS calls on the mobile phones

If IP Phone is accessing

ANS through proxy server, message is not

Ensure that you have enabled the compatibility view in Internet

Explorer 8

In the PBX configuration, ensure that the caller id is redirected to the

PSTN

Add the ANS server‟s IP address in the WMLException parameter to bypass the proxy server.

Avaya Notification Solution Installation Guide Page 27

Troubleshooting

Issues Troubleshooting Tips delivered to the IP Phone

Some error has occurred while upgrading and I want to upgrade again

I have upgraded my system to ANS version

1.2, but I want to upgrade again

The ANS Management

Portal behaves abnormally when trying to send notification with overloaded users

If the system is not upgraded as per expectation, you can do it again as there is a backup of 1.1.6 in /opt/ANSBackup/ansdbbackup.

Perform the steps for upgrade

Run upgrade.sh on ANS version 1.2, this creates one more backup of database in /opt/ANSBackup/ansdb-backup.

Remove the latest created backup as it is a backup of 1.2, ensure that the previous backup is available.

Perform the steps for upgrade

Increase the allocated memory and CPU for the ANS components

(such as for the ANS Management Portal and Coordinator)

Avaya Notification Solution Installation Guide Page 28

Port specifications

Below is a list of ports used by ANS:

ANS Components Ports Protocols Purposes

Management Portal 8080 (configurable) HTTP PC browser for ANS Management Portal and web services

Management Portal 8443 (configurable) HTTPS PC browser for ANS Management Portal and web services

WebLM Licensing

Database

Database (for HA option)

8443 (configurable) HTTPS

5432

8010

TCP

PC browser for ANS Management Portal

Access to PostgreSQL database

Bi-direction DB synch between two ANS servers

Coordinator 1235

Recovery Manager 7

Virtual IP (for HA option)

695

RMI

ECHO

UDP

RMI access to ANS Coordinator

Ping the ANS host to check if it is alive

Bi-direction heartbeat between two ANS servers

Voice Channel

5060 (configurable) SIP

42000 – 43404

(configurable)

RTP

ECHO

Bi-directional between ANS and SIP

Server

Bi-directional between ANS and IP-PBX

1239

8080

RMI

HTTP

ANS pings the SIP server to check if it is alive

Used for Voice Channel recording

IP Phone to ANS (for registrations)

Voice Channel

IP Phone Broadcast

Channel

IP Phone Broadcast

Channel

IP Phone Broadcast

Channel

SMS Channel

(Clickatell optional)

Email Channel

IM Channel (XMPP optional)

IM Channel

(Sametime optional)

LDAP synch

(optional)

Remote Access

Various

25 (configurable) SMTP

5222 (configurable) XMPP

1533

HTTP

RTP

HTTP

ANS to IP Phone for display push

ANS to IP Phone for audio push

ANS to Internet Proxy

Sametime ANS to Sametime Server

389 (configurable) LDAP

5900 (configurable) VNC

22 SSH

8080 (configurable) HTTP

8443 (configurable) HTTPS

ANS to SMTP Server

ANS to XMPP Server

ANS to LDAP directory

VNC to ANS

SSH to ANS

PC browser for ANS Management Portal

Avaya Notification Solution Installation Guide Page 29

ANS component memory allocation

The ANS components automatically adjusts memory allocations based on the available server„s

RAM size. The following table shows memory allocations of different components when the server has 2 Gb, 4 Gb, and 8 Gb RAM memory.

ANS components/

RAM memory

Coordinator

Voice Channel

Web Server

SMS Channel

Email Channel

IM Channel

Recovery

Manager

TTW Server

LDAP

Wifi Channel

2 Gb

Minimum memory

(Mb)

256

512

Maximum memory

(Mb)

256

512

4 Gb

Minimum memory

(Mb)

256

512

Maximum memory

(Mb)

512

8 Gb

Minimum memory

(Mb)

512

Maximum memory

(Mb)

1024

512

1024

Avaya Notification Solution Installation Guide Page 30

नमस्ते! मैं एक एआई चैटबॉट हूं जिसे विशेष रूप से Avaya Notification Solution Installation Guide के साथ आपकी सहायता करने के लिए प्रशिक्षित किया गया है. मैंने दस्तावेज़ की अच्छी तरह से समीक्षा की है और आपको आवश्यक सटीक जानकारी का पता लगाने या स्पष्ट और सरल शब्दों में सामग्री को समझाने में मदद कर सकता हूं. चाहे आप विशिष्ट सुविधाओं, समस्या निवारण चरणों या सामान्य उपयोग पर मार्गदर्शन की तलाश कर रहे हों, अपने प्रश्न पूछने के लिए स्वतंत्र महसूस करें. आप अपनी चिंताओं या जरूरतों के बारे में जितनी अधिक जानकारी प्रदान करेंगे, उतनी ही सटीक और प्रभावी ढंग से मैं आपकी सहायता कर सकता हूं!

सहायक टाइपिंग कर रहा है

सहायक कीबोर्ड से बाहर है. कृपया, बाद में फिर से प्रयास करें.

विषय सूची

ऐसा लगता है कि आप एक ऐसे दस्तावेज़ पर पहुँच गए हैं जो कई भाषाओं में लिखा गया है, जिसमें एक ऐसी भाषा भी शामिल है जो आपकी मूल भाषा नहीं है. आप अपनी पसंद की भाषा के बिना पृष्ठों को अस्थायी रूप से छिपाने के लिए निम्न लिंक का उपयोग कर सकते हैं.