Avaya Operations Intelligence Suite Advanced User Guide

Avaya Operations Intelligence Suite Advanced User Guide Release 1.1 December 2011 © 2011 Avaya Inc. All Rights Reserved. Notices While reasonable e...
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Avaya Operations Intelligence Suite Advanced User Guide

Release 1.1 December 2011

© 2011 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty The OIS is a service capability made available to customers as part of certain Avaya Support offers. Use of the OIS is governed by your commercial agreement with Avaya and is provided as -is-where-is unless otherwise agreed. Refer to your sales agreement to establish the terms of any warranty applicable to the Avaya Operations Intelligence Suite. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”). USE OF OIS IS SUBJECT TO THE TERMS OF USE FOR AVAYA SUPPORT PORTAL AND YOUR WRITTEN AGREEMENT WITH AVAYA GOVERNING THE SERVICES WITH WHICH OIS IS ASSOCIATED. Copyright Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Certain software programs or portions thereof included in the Avaya Operations Intelligence Suite 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 Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/Copyright. Trademarks The trademarks, logos and service marks (“Marks”) displayed in this site, and in the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya 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. Please refer to Chapter 8 on Contacting Support.

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Table of Contents 1

Overview ........................................................................................................................ 4 Purpose of this document ................................................................................................................ 4 Audience .......................................................................................................................................... 4 Related Documents.......................................................................................................................... 4

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Introduction to the Avaya OIS Portal ........................................................................... 5 About the OIS Portal ........................................................................................................................ 6 Views on the OIS Portal ...................................................................................................... 7 Accessing the OIS Portal ................................................................................................................. 7 Requirements ...................................................................................................................... 7 Logging on to the OIS Portal ............................................................................................... 8 Requesting SSO access-related changes .......................................................................... 8 Filtering the information based on preferences .................................................................. 9 Adding locations to My Favorites ........................................................................................ 9 Searching for a location .................................................................................................... 10 Filtering data by Geographies ........................................................................................... 10 Filtering data by My Locations .......................................................................................... 11 Filtering data by time period .............................................................................................. 11

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About the Home view .................................................................................................. 12 Using the Home view ..................................................................................................................... 14 Adding the widgets for the network, incidents, and lifecycle status .................................. 14 Moving or interchanging the widgets position ................................................................... 15 Customizing the Home view ............................................................................................. 15 Zooming in to a location using the navigation panel ......................................................... 15 Viewing the lifecycle details of a particular location .......................................................... 15 Viewing the network performance details of a particular location ..................................... 15 Saving customized map settings ...................................................................................... 16 Reverting to the default map view..................................................................................... 16 About the Status widgets ............................................................................................................... 16 Network Status widget ...................................................................................................... 16 Incidents Status widget ..................................................................................................... 17 Lifecycle Status Widget ..................................................................................................... 18 About Release Management ......................................................................................................... 18 About network quality ..................................................................................................................... 19 Viewing network performance between connections ........................................................ 20

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About the Incidents view ............................................................................................ 21 Using the Incidents view ................................................................................................................ 21 Viewing details for closed incidents .................................................................................. 21 Viewing details for open incidents..................................................................................... 22 About the bar graphs and pie charts .............................................................................................. 22

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About the Lifecycle view ............................................................................................. 26 Viewing Lifecycle details for your products .................................................................................... 27

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About the Performance view ...................................................................................... 28 About Quality of Experience (QoE) ................................................................................................ 29 About the QoE matrix ..................................................................................................................... 29

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Viewing QoE for selected criteria ................................................................................................... 30 Quality of Service trace (QoS) ....................................................................................................... 31 Viewing a QoS trace ...................................................................................................................... 31 About session maps ....................................................................................................................... 31 Generating a session map ................................................................................................ 32 Details available on a session map................................................................................... 33

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Using the Reports view ............................................................................................... 34 Contacting support ..................................................................................................... 35 Appendix ....................................................................................................................................... 37 OIS Inventory Codes & Descriptions ................................................................................ 37

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1

Overview

Purpose of this document This guide provides information on using the Avaya Operations Intelligence Suite (OIS). Use this guide to perform the following: Know the capabilities of the OIS Portal Use the different views on the OIS Portal Filter information using preferences View information related to the Lifecycle of your Avaya products View statistics related to the open and closed incidents Run a QoS trace and QoE tests Create session maps Pinpoint the bottlenecks in your network Measure the efficiency of your network routes

Audience This document is for network administrators, technicians, and managers who run Avaya communication networks. Before you use this document, ensure that you have a SSO login account.

Related Documents For specific information on installing and using the Advanced capabilities of the OIS Portal Performance view, download the following document from the Avaya Support site: Avaya SLA Mon Server Implementation Guide The implementation guide provides information on installing and configuring the SLA Mon Server, which is used to provide information on the OIS Portal’s Performance view. Check the Avaya Support Web site for the latest updates and information before you install or upgrade Avaya products. Note that the links and paths on the Avaya Support Web site might change.

Note: Only customers with Secure Access Link (SAL), SLA Mon server, and SLA Mon agent installation can view and use the Performance view features. For more information, refer to the Avaya SLA Mon Server Implementation Guide. Customers must have a valid Avaya SSO login and should associate their locations with that login in order to populate data in the portal.

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Introduction to the Avaya OIS Portal

The Avaya Operations Intelligence Suite (OIS) is a secure, intelligent, Web-based management solution that provides a unified Portal to view real-time system status, reporting, and incident management. As networks become more complex and distributed, incidents and performance issues take longer to identify and resolve. The OIS Portal provides a single dashboard for real-time system status, version control, incident management, and enterprise reporting for your Avaya communication systems. You can gain access to diagnostic tools, and proactively identify, and troubleshoot network issues that might impact your application environment. With the customized views on the OIS Portal, you can filter information related to ticketing, hardware, software, and system state. With easy navigation on the OIS Portal, you can have an instant handle on your network, however vast it may be. OIS is available at no additional charge to Support Advantage Preferred clients through the direct, retail, or wholesale purchase model. The OIS Basic package includes the following features: Open cases and or Escalations CM Inventory reporting Lifecycle Planning The OIS Advanced package includes the following SLA MON diagnostic features in addition to the OIS Basic package features: Session mapping Quality of Service tracing Quality of Experience trending

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About the OIS Portal The OIS Portal interface includes multiple views, such as the Home, Incidents, Lifecycle, Performance, and Reports views. With these views, you can gain access to the various features within the OIS Portal and obtain information relating to service requests, lifecycle management, and network performance. You can also use the Reports view to generate and download detailed reports.

Figure 2:1: OIS Portal

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Views on the OIS Portal Home: Displays the data related to your locations on a world map. These locations are based on your SSO login profile. In addition, the Home view widgets provide a graphical update on your network efficiency, incident status and, lifecycle status. Using the map and the widgets, you can navigate and obtain further details for your network locations. Incidents: Provides a real-time update on service requests by severity, status, source, resolution type, and resolution time with information that you can filter by location, geography, or time period. Using the list view you can perform text-based filters and see specific details relating to your service requests. Lifecycle: Provides basic inventory at the platform level, software version information and hardware lifecycle information. The information obtained is subject to connectivity. In addition, the view also provides the latest information about the available software updates that you can use to plan for the future as well as hardware lifecycle information including End of Sale and Extended Support date-exceeded indicators. Performance: Provides you with a wide view of your network performance. You can run specific end-to-end tests that help you pinpoint the application affecting conditions in the network. The Session Map feature gives you a head start on troubleshooting by enabling you to trace a call and see the voice network elements involved in both the media and control paths. The Quality of Experience (QoE) matrix provides a graphical insight into your network and endpoints. The matrix also provides vital details on performance parameters such as jitter, packet loss, and delay. Using the Quality of Service (QoS) graphs, you can see if the QoS is performing as contracted, by visualizing whether packet priority is maintained end to end.

Note: Features under the Performance view are available only to customers who have availed the OIS Advanced package. The SLA Mon server and SLA Mon agent must be installed and configured to access the Performance view features. SAL version must be 2.1 or later. Reports: Provides you with the ability to download detailed reports to analyze off-line. Examples of reports: Firmware reports by product code, or by location, and CM software version inventory.

Accessing the OIS Portal You can access the features of the OIS Portal at your convenience using a secure Web-based interface.

Requirements You must have one of the following browsers: o Internet Explorer 6.0 or later o Mozilla Firefox 3.6 or later o Safari 3.2 or later Microsoft Silverlight Plug-in installed for your browser Avaya Single-Sign On (SSO) credentials

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Note: OIS Portal will only display information from the Sold To or Functional Location that is set to Administered within Avaya Support site at http://support.avaya.com. To verify the Sold To's or Functional Locations that are set to Administered, log into the Avaya Support site and access the Administration tab. To request Sold To's or Functional Locations to be set to Administered, select Request all or Request selection, and the request is then routed to your company's Administration for approval.

Logging on to the OIS Portal You can use your existing SSO credentials to log in to the OIS Portal. 1.

Enter the following URL for the OIS Portal in the address bar of the Internet browser. https://ois.avaya.com. The system displays a secure log-on page.

2.

Enter your SSO login user name and password.

3.

Click Submit. The system displays the OIS Portal. 0.

Note: If the system is inactive for 20 minutes, the session times out. A red circle with a cross mark against your name on the upper-right corner indicates that the system encountered an exception or timeout. You must close your browser or current session and log in again. If you do not have a SSO logon, you can sign-up for a new SSO logon at the following URL: https://sso.avaya.com/cxp/portal/Registration.portal

Note: In order to have permissions to run various applications, reports or access downloads for a particular Sold-To /FL (site) your SSO will need to be associated with that Sold-To. Your primary system administrator, who grants permissions to your IT/Telecom staff, performs “Sold-To Associations” If you have a problem logging in, you can avail the “Login Assistance” that is available on the link for your area. If you have forgotten your password, click on the “Forgot Password” link seen on the screen. You will be prompted for security questions in order to provide you your password.

Requesting SSO access-related changes You can use the Request Access option on the OIS Portal to request SSO access-related changes. On the OIS Portal, select the Incidents or the Lifecycle view. 1.

Click Geographies or My Locations.

2.

Click Request Access on the administrative section to the left side of the screen. The system displays the SSO logon page for the user.

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Figure 2:2 SSO Log-on Page

Filtering the information based on preferences You can filter the details about your assets on the basis of the geographical regions, the locations, and the time period through the Incidents and the Lifecycle views. With the filter feature, you can narrow down your search to view the details of only those assets that are required.

Note: When you set the Geography and Location filters, the filters affect both the Incidents and Lifecycle views.

Adding locations to My Favorites 1.

On the OIS Portal, select the Incidents or Lifecycle view.

2.

Click My Locations. The system displays a list of the locations.

3.

Click the star icon in last column for the locations that you want to add to your favorites list. The system highlights the stars for the selected locations in red.

4.

To remove a location from My Favorites, click the corresponding red star. The color of the star then changes to gray, indicating that the location is no longer part of the My Favorites.

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Searching for a location You can search for locations based on geographic regions using the icons for Geographies or My Locations on the Incidents view. You can then add your location to the My Favorites list so that you can quickly access the location details anytime. To search for a location: 1.

On the OIS Portal, select the Incidents or the Lifecycle view.

2.

To base your search on geographies, click Geographies. To search by location, click My Locations.

3.

In the search text box on the left panel, enter your location name or the geographical region. To re-enter a new search parameter, click the clear search icon.

4.

Click the search icon to start the search. The system displays the locations corresponding to your search string. If you searched by geographies, the system displays the geographical regions corresponding to your search.

5.

Select the region you want. The system populates the corresponding country names. Select the country and the city from the options that populate the appropriate columns.

6.

To update your selections, click Update on the upper-right corner. The system refreshes the Incidents and the Lifecycle views based on your selections.

7.

To clear the selections and resume the search, click Clear Selection. The system clears the selections and you can start the search again.

Filtering data by Geographies 1.

On the OIS Portal, select the Incidents or the Lifecycle view as required.

2.

Click Geographies on the Portal, and select the geographical region you want from the displayed regions.

3.

Select the country and the cities from the options that are subsequently populated in the appropriate columns.

4.

To select locations that were previously added to the My Favorites list, click My Favorites in the left panel. To add a new location to the My Favorites list, click the corresponding star in the last column.

5.

Click Update on the upper-right corner above the displayed table. The system refreshes the graphs that display on the Incidents or Lifecycle views according to the options you select. To reset the options, click Reset All.

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Filtering data by My Locations 1.

On the OIS Portal, select the Incidents or the Lifecycle view as required.

2.

Click My Locations on the Portal, and select the locations from the displayed list.

3.

To select locations that you previously added to the My Favorites list, click My Favorites in the left panel. To add a new location to the My Favorites list, click the corresponding star in the last column. A red star indicates that you added a new location to your favorites list. To clear your selection and select again, click Clear all.

4.

Click Update on the upper-right corner above the displayed table. The system refreshes the graphs that display on the Incidents or Lifecycle views according to the options you select. To reset the options, click Reset All. 0.

Filtering data by time period 1.

On the OIS Portal, select the Incidents view.

2.

Click Time Periods, and select the time period from the displayed list.

3.

Click Update in the upper-right corner above the displayed table. The system refreshes the graphs that are displayed on the views according to selected options. To reset the options, click Reset All. 0.

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3

About the Home view

The system displays the Home view by default when you log on to the OIS Portal using your Avaya SSO credentials. A world map displays your network locations as dots on the screen. The displayed locations are based on data from your user profile. To add locations that are missing, contact your company’s SSO administrator who can add locations to your profile.

Note: To view the recently added locations, you must log out and log in again. On the Home view you can perform the following: Pan in any direction or zoom in or out of the location map using the navigation panel on the upper-right corner. Add or remove the widgets for network, incidents, and lifecycle status, using the widget control buttons on the lower-left panel. Change the screen layout using the screen layout buttons in the lower-left corner to have a map-only view, map and widget view (default) or a widget-only view. You can view two widgets or three widgets on the page using the widget layout buttons on the lower-right corner of the page. View network details for a particular location. Customize the map and save as the default map view. View a detailed list of the software associated with a location through the Release Management tab. View QoE and Quality of Service (QoS) parameters for network quality through the Network Quality tab. Note: This information is available with the SLA Monitor.

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Figure 3:1: Home view with the location map only

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Using the Home view Adding the widgets for the network, incidents, and lifec ycle status You can add the widgets for displaying the network status, lifecycle status, and Incidents status along with the location map using the Add widget icon in the lower-left corner of the Home view. You can also remove the location map to display only the widget outputs as selected.

Figure 3:2: Home view with shared widgets To add or remove the widgets on the Home view: 1.

Click the Add widgets icon in the lower-left corner of the screen.

2.

In the Add widgets dialog box, do one of the following: o Select the widgets that you want to display. o Remove a widget that is already selected by removing the cross-mark for that widget.

3.

Click OK. The system refreshes the Home view and displays the output of the selected widgets.

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Moving or interchanging the widgets position To move or interchange the position of the widgets to display in the order that you want: Click on the title bar of the widget and drag the widget to the position that you want to move the widget to. The widgets interchange positions.

Customizing the Home view You can customize the Home view to display the map or the widgets exclusively. You can also choose a two-widget view or a three-widget view exclusively on the screen. To display only the location map on the Home view, click the map-only view icon in the lower-left corner. To select a shared view between the map and the selected widgets, click the map-andwidgets view icon in the lower-left corner (second from the left). To display only the widgets on the Home view, click the widgets-only view icon in the lower-left corner (third icon from the left). To display only two selected widgets on the Home view, click the Widget Layout -Two across icon on the lower-right corner of the view.(Second icon from the right) To display three selected widgets on the Home view, click the Widget Layout-Three across icon on the lower-right corner of the view (Icon on the extreme right).

Zooming in to a location using the navigation panel 1.

On the navigation panel of the OIS Portal, click the left, right, up, or down arrow to pan across the map to the location that you want to view.

2.

To adjust the required zoom level, click the plus sign (+) or the minus sign (–).

Viewing the lifecycle details of a particular location 1.

On the Home view of the OIS Portal, click the Release Management tab.

2.

Click the appropriate circular dot corresponding to a particular asset location on the world map. A pop-up window displays the name, address and summary of the location.

3.

To view more details, click View details on the pop-up window. The system displays the product lifecycle details. 0.

Viewing the network performance details of a particular location 1.

On the Home view of the OIS Portal, click Network Quality.

2.

Click Quality of Experience.

3.

Click the appropriate circular dot corresponding to a particular asset location on the world map. The Select site popup window displays the name, IP address, and efficiency for that site.

4.

Click View details on the Select site dialog box. The system displays the network efficiency details.

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Saving customized map settings 1.

On the Home view of the OIS Portal, add or remove the widgets as required.

2.

Set the zoom level using the navigation panel in the upper-right corner of the OIS Portal as required.

3.

Select the type of view you want from the options available.

4.

Click Save as My default View in the upper-right corner of the OIS Portal. 0.

Note: If you clear the browser’s cache, the default views are also reset.

Reverting to the default map view Click Default Map View in the upper-right corner above the navigation panel of the Home view. The system loads your customized default map.

About the Status widgets You can add or remove the information that you want to display on the Home view of the OIS Portal using the status widgets. Widgets are available for the network, incident, and lifecycle status.

Network Status widget

Figure 3:3: Network status widget The Network Status widget displays the overall network efficiency. The system calculates the network efficiency percentage by taking into account the performance across all locations in the network and their interconnections. The total efficiency is calculated as the percentage of green links out of a total of the green, amber, and red links. Green links indicate that the network efficiency for that segment is good, amber links indicate that the efficiency is average, and red links indicate that the performance is poor on that segment. To know more about the types of traffic and performance on various parameters, click More on lower-right corner of the widget. Avaya – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Avaya OIS Advanced User Guide

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To see the network efficiency for a particular location: 1.

Click Home > Network Quality > Quality of Experience. The system displays a world map with dots indicating your locations and user sites.

2.

To view the network efficiency for a particular location, click on the dot corresponding to that location.

3.

The system displays the Select site dialog box. Select the site of your choice and click View connections. The system displays the connections of that location with the other locations by green, amber, or red colored dots.

4.

Move the mouse over a line to view the network efficiency for that segment. A pop-up window displays the IP addresses and performance details for different types of traffic such as audio, video, and data on parameters of jitter, delay and packet loss in a matrix. In the matrix, green color indicates a good performance and amber indicates average performance. A red dot indicates that there is some connectivity issue with the link.

5.

Click View details on the popup window to view the QoS report graphs for performance over selected locations and time periods.

Note: Only customers with SAL, SLA Mon server, and agent installation can view and use the Performance view features.

Incidents Status widget

Figure 3:4: Incidents status widget You can view the status of the open incidents in your system on the current date using the Incidents Status widget. The displayed pie chart has the priority levels in various colors. To see the statistics on the currently open or closed service requests in the Incidents view, click More in the lower-right corner of the widget dialog box.

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Lifecycle Status Widget

Figure 3:5: Lifecycle Status widget The Lifecycle Status widget keeps you updated on the lifecycle status of the software in your system. The Lifecycle Status widget also shows the percentage of the software in your network that is up-to-date and the percentage for which updates are available. Using this information, you can plan for the updates and keep your Avaya software current. To get detailed information by site on the lifecycle status for your equipment, click More on the lower-right corner of the widget dialogue box to take you to the Lifecycle view. The widget also shows you, on different tabs, the percentage of devices that have reached the End of Sale status and the percentage of products that have reached Extended Support.

Note: End of Sale equals end of manufacturers support or current engineering. Extended Support entitles the customer for full maintenance until approximately 6 years from the product release date, after which time it may pass into a more limited support state.

About Release Management As your networks grow, the distribution of systems and assets becomes more and more complex. Your systems require updates on a regular basis. You may need many dedicated resources to keep track of your assets and the updates required. The OIS Portal helps you with this task, so that you know exactly when your system requires updates. With a graphical rendering of your sites on a world map, you can narrow down to the sites that require updates. You can know at a glance the lifecycle status for your Avaya software. Colored dots on the world map indicate your network locations and the status of your software. The following color code is used to indicate the status: Green: Your software is up to date and you are running the latest GA software. Yellow: Your software is lagging and updates are available. Avaya – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Avaya OIS Advanced User Guide

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Black: Data is not available for the site.

Using the Release Management tab you can perform the following: View the software versions installed on your equipment updates available with a single click. With this feature, you can manage and plan your software updates that are vital for getting the most out of your Avaya solution. Know the End of Sale status for your firmware and whether the product has reached Extended Support.

About network quality The Network Quality tab on the Home view displays your network locations on a world map. You can navigate the world map or zoom in as required. Small green dots highlight your network locations on the map. The small green dots turn red when the system discovers problems. The system displays the location name when you move the mouse over the location on the map. The SLA Mon Server and desk set based test agents run performance tests for audio, video, and data traffic from each active agent to all other activated agents on the network. These tests measure individual site performance as well as the relational performance between your sites. The system tests the connections for jitter, delay and loss for all three traffic types. The data obtained from the tests help you proactively locate service-impacting conditions that can be resolved to improve application performance.

Figure 3:6: Viewing connection information between two locations

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Viewing network performance between connections 1.

On the OIS Portal, click the Network Quality tab on the Home view. The system displays the Quality of Experience screen by default.

2.

On the world map that the system displays, click the location that you want to view. A pop-up window displays the sites under that location, IP address and overall efficiency for that location.

3.

If the system displays more than one site, select the site for which you want to view network quality. The system displays the Select Site dialog box.

4.

Click View connection on the Select Site dialog box. The system displays elliptical lines between the selected site and other locations to indicate the connections between locations.

5.

Move the mouse over these lines to view the Connection Information dialog box. The Connection Information dialog box displays the performance for each traffic type for the parameters of jitter, loss and delay. The system indicates a good connection by a green dot; an average connection by an amber dot. A red dot indicates poor network traffic or a connectivity issue. You can view the performance for incoming as well as outgoing traffic for any location. The system displays the IP addresses of the two connected sites are also along with the site names.

6.

To view the performance details over a period of time, QOS, jitter graph, and other Differentiated Services Code Point (DSCP) details, click View details on the Connection Information dialog box. The system displays the Quality of Service Trace screen. You can go directly to the Quality of Experience screen that is loaded by default when you access the Performance view. You can also access the Quality of Service Trace screen by accessing the Performance view and clicking on the Quality of Service Trace tab. See topics Viewing QoE for selected criteria and Viewing a QoS trace for more information.

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4

About the Incidents view

The Incidents view shows the closed incidents and the open incidents or the current service requests for your network. You can view the following information about incidents for your systems: Open Incidents tab: The number of open service requests for a particular time period, up to a maximum of 12 months, indicated by initiator and severity. Closed Incidents tab: The number of closed service requests over a time period by initiator, by resolution and resolution time. You can also toggle between a list (text only) view and graphical view for all the above items by toggling the Graph View and List View options on the upper-right side of the page. In the list view, you can filter by each of the fields, such as Service Request number, Location ID, Product, Description, Severity, Date Opened, and Last Updated. To sort, simply drag and drop the column header into the grey space above the header. You can set your filter preferences based on global geographies, locations, or time period so that the output contains only the information you want.

Using the Incidents view Viewing details for closed incidents 1.

On the OIS Portal, select the Incidents view.

2.

Click Closed Incidents. The system displays the graph view by default based on the following information: o Number of closed service requests over a time period. o Service requests by the initiator. o Service requests by resolution. o Service requests by resolution time.

3.

To view details by List view, click the List view icon on right side of Graphs view icon. The following details are displayed: o Service request o Location ID o Product o Description o Severity status o Date opened o Last Updated o Date closed

Note: If you have selected filter options under Geographies, My Locations, or Time Period, the system displays the information for selected sites only.

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Viewing details for open incidents 1.

On the OIS Portal, select the Incidents view.

2.

Click Open Incidents. The system displays the graphs view with the following graphs: o Number of open service requests over a time period. o Open service requests by initiator. o Open service requests by severity.

3.

To view the details in a tabular format, click the List view icon next to the Graphs view icon. The system displays the following details in a tabular format: o Service request o Location ID o Product o Description o Severity status o

Date opened

o Last Updated o City o State o Country o Address

Note: If you have selected filter options under Geographies, My Locations, or Time Period, the system displays information for the selected sites only.

About the bar graphs and pie charts The Incidents view displays details about the incidents in the form of bar graphs and pie charts. To change the view to list type, click List view. The system displays the following categories of service requests:

Closed requests over a time period

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Figure 4:1: Closed request details over a time period

The display includes a breakup of the open requests depicted by various colored bars for the following categories: Customer reported

Proactive maintenance

Onsite Associate reported

Others

Alarms Service requests by initiator

Figure 4:2: Request details by initiator This pie chart displays the percentage breakup of the service requests by the initiator in a pie chart. Initiators may be from of the following categories: Customer reported

Proactive maintenance

Onsite Associate reported

Others

Alarms

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Service request resolution

Figure 4:3: Details of service request by resolution This bar graph displays the breakup for service resolution by the following personnel: Expert system Remote Engineer Others

Resolution time

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Figure 4:4: Details of service request by resolution time This pie chart displays the resolution over time slots of 8 hours since the incident request was created. With this chart, you can know the how quickly service requests were resolved recently.

Open service request by severity

Figure 4:5: Details of open requests by severity This pie chart displays the percentage of service requests by the following levels of severity: Low Minor Major Critical

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5

About the Lifecycle view

The Lifecycle view displays a tabular list of all your products. You can filter your assets by Solution element, Solution ID, location, address, city state, and country. You can see the following details about your assets: Site product inventory Availability of software updates (latest service pack and GA loads) Firmware updates by switch End of Sale status Extended Support status Lifetime Service Support status

Figure 5:1: Lifecycle view

The following color codes indicate the status for your Avaya software: Green: Your software is up to date and you are running the latest GA software. Yellow: Your software is lagging and updates are available. Black: Data is not available for the location assets. This might be a result of incorrect equipment records, lack of equipment connectivity, or an unsupported product.

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The following color codes indicate the status for your Avaya firmware assets: Green: Your firmware is up to date. Black: Data is not available for the location assets. Red: Your firmware has reached the End of Sale status and is due for Extended Support.

Viewing Lifecycle details for your products 1.

On the OIS Portal, select the Lifecycle view.

2.

In the tabular list, click the arrow mark to the left of the entry that you want to view. The system displays the following details in a pop-up list for that entry: o Solution Element ID also known as SEID o Solution ID o Software by version installed, the latest SP (Service Pack) in the version you have installed and the latest GA (General Availability) release version available o End of Sale for hardware o Extended Support status

3.

4.

To filter the list on the Solution Element and Solution ID: a.

Click the filter symbol to the right of Solution Element or Solution ID.

b.

Select the entry as required.

c.

Click OK to close the filter. The system displays the selected entries.

Click the arrow mark on the left to close the pop-up list. 0.

Note If you have selected filter options under Geographies or My Locations, the system displays the information for the selected sites only.

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6

About the Performance view

You can verify network performance using the Performance view. You can view the performance of your network for the different types of traffic such as audio, video and data for the selected parameters. You can use the Quality of Experience tab on the Performance view to select the traffic type, location, and the parameter for which you want to view the performance of the network. The colored cells that are displayed in the matrix after the tests indicate the performance of your network and whether it is performing within desired limits or has exceeded a threshold. You can view the performance of audio, video, and data traffic for the following parameters for your locations: Remarking

Alarms

Failed

Delay

Protection

e-MOS

Loss

Duplicate packets

Jitter

Mis-ordered packets

Note: QoE and other features on the Performance view are available for customers availing the OIS Advanced package only.

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About Quality of Experience (QoE) The OIS Portal enables you to evaluate the quality of experience for your locations for the parameters of jitter, delay and loss for audio, video and data traffic. Move the mouse over the connecting lines between two locations to view the connection performance details between the two sites for the parameters of jitter, delay and loss. You can use this information to proactively resolve performance impacting issues.

About the QoE matrix Using the QoE matrix on the OIS Portal, you can view the real-time traffic performance between the selected sites in your network. The system displays the information in a matrix. The QOE matrix displays traffic based on the data logged on the Avaya SLA Mon server. The data is sent by the SLA Mon agents installed on your desksets to the SLA Mon server. The QoE matrix enables you to pinpoint the reasons for the network issues with the following details: End points and connection details. Network segments where parameters such as jitter, delay and loss are within threshold are indicated by green cells in the matrix. Red cells indicate the network segments where the above parameters exceed the threshold values. All the performance factors including delay, jitter, and packet loss. Amber cells indicate the network segments where the above parameters may cross the threshold values.

Figure 6:1: QoE matrix Avaya – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Avaya OIS Advanced User Guide

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Viewing QoE for selected criteria By default, all the sites are displayed. If you need to view the QoE for selected locations, you can select the locations. 1.

On the OIS Portal, select the Performance view. Click Quality of Experience.

2.

Select the locations that you want from the available locations.

3.

Click Update. The system displays the QoE screen.

4.

Modify the locations, parameter and the traffic type using the appropriate icons on the screen.

5.

Click Update on the upper-right corner after modifying the selections. The system refreshes the grid to display the updated traffic conditions for the selected criteria.

6.

Click a cell in the grid to view the connection details between the corresponding locations. The colors on the grid indicate whether the performance of the connection between the two locations is within the threshold or exceeds the threshold. 0.

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Quality of Service trace (QoS) With the QoS trace, you can solve and prevent chronic issues in your network. The QoS trace displays the data from the Service Level Agreement (SLA) Mon feature. The SLA Mon provides network quality statistics and tracks all the packets to identify problems with packet remarking.

Figure 6:2: Details available in a QoS trace

Viewing a QoS trace 1.

On the OIS Portal, select the Performance view. Click Quality of Service Trace.

2.

Select the two locations for which you want to view the trace.

3.

Select the Start Date Time and End Date Time over which you want to view the performance. Click Update. The system displays the traffic statistics for that period. 0.

Note: The QoS trace can accept a maximum date range of seven days.

You can also view the QOS Trace screen through the Network Quality tab on the Home view. See topic Viewing network performance between connections and About network quality.

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By generating a session map, you can identify the potential problem areas for voice calls on your network. You need the initiating extension number (an SLA Mon agent enabled 9610 IP Phone) to run a session map. The session map provides signaling and media paths with details on communications between Avaya call processing elements.

Note: Session maps feature is available for assets that are administered in Siebel only.

Generating a session map 1.

Initiate a phone call from your Avaya telephone.

2.

On the OIS Portal, select the Performance view. Click Session Map.

3.

Enter the extension number in the provided box.

4.

Click Search. The system displays details for the entered extension number.

5.

Click Get Map to generate the session map for the extension number. 0.

Note: You can create a session map for an active call only. After you end the call, the system captures and displays the session map figures on the screen.

Figure 6:3: Session map generation view The system displays the session map for the entered extension number. You can rotate the map along with the related components. Avaya – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Avaya OIS Advanced User Guide

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Details available on a session map You can view various details when you move the mouse over the various components of the session map, such as the connection links, End Point, and the Service provider (CM in this case). The system displays the following details: ID

Port

Device Type

IP address

Switch signaling region

Firmware

Name

Control IP

State The connecting lines on the map use the following color codes: Green: Indicates an audio line. Orange: Indicates a trunk line. Blue: Indicates the signaling path.

Figure 6:4: Component details on a sample session map

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7

Using the Reports view

The Reports view enables you to view detailed reports on your assets, locations, software status, and other miscellaneous information. The reports are available in the following categories: CM Software Exception Deskphone Firmware Exception Gateway Firmware Exception TN Board Firmware exception CM Site Inventory Consolidated Inventory To get the reports: 1.

Click the Request Report button for the required report on the Reports view of the OIS Portal.

2.

In the location list that appears, select the locations and click Submit. The system downloads the report on your desktop in a MS-Excel format.

Figure 6:5: Reports available on the Reports view

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8

Contacting support For support with technical related issues with OIS, please contact Avaya IT at the following numbers: US/Canada: 1-866-282-9248 EMEA: +44 1483 309800 Germany: +49 69 7505 1234 APAC and CALA: +1 720 444 0130 To contact support: 1.

Call the number for your region and press 1 to indicate that you are an Avaya Customer.

2.

Select a language.

3.

Press 2 for Application Support.

Note: Support hours per week are as follows: English: 24 hours, Monday to Friday, excluding Avaya holidays Spanish: 08:00-17:00 hours Monday to Friday, local Spain time, excluding Avaya holidays German: 08:00-17:00, Monday to Friday, local Germany time, excluding Avaya holidays Chinese: 08:00-17:00, Monday to Friday, local Beijing time, excluding Avaya holidays Portuguese: 08:00-17:00, Monday to Friday, local Portugal time, excluding Avaya holidays

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INDEX Adding locations Favorites......................................................... 9 Bar graphs and pie charts ................................ 22 Filtering data by Geographies ............................................ 10 by My Locations ........................................... 11 by time period .............................................. 11 Filtering Information by preferences ............................................... 9 Home view About............................................................ 12 Customizing.................................................. 15 OIS Portal ..................................................... 12 Using ............................................................ 14 Incidents view about ............................................................ 21 using ............................................................. 21 Lifecycle view about ............................................................ 27 details for products ...................................... 28 Location Searching for ................................................ 10 map settings saving ........................................................... 16 Network performance Viewing................................................... 20, 32 OIS Portal about .............................................................. 6 Accessing ........................................................ 7 Contacting support ...................................... 37 Introduction ................................................... 5 New-User sign-up........................................... 8 Requesting access-related changes ............... 8

Requirements ................................................ 7 views .............................................................. 7 Performance between connections ............................ 20, 32 Performance view about............................................................ 29 QoE Matrix about............................................................ 30 viewing for selected criteria ........................ 31 QoS trace viewing......................................................... 32 Quality of Experience about............................................................ 30 Quality of Service trace (QoS) about............................................................ 32 Release Management ...................................... 18 Reports view about............................................................ 36 Session maps about............................................................ 33 details .......................................................... 34 Status widget Incidents ...................................................... 17 Network ....................................................... 16 Status Widget Lifecycle ....................................................... 18 Status widgets about............................................................ 16 Viewing details Open incidents ............................................. 22 Views OIS Portal ....................................................... 7

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Appendix OIS Inventory Codes & Descriptions Category

SE Code

SE Code Description

AES

AES

APPLICATION ENABLEMENT SERVICES

CMS

CMS

CALL MANAGEMENT SYSTEMS

CMS

CMSCS

CMS CENTRE VU SUPERVISOR

Communication Manager

VCM

VIRTUAL CM ON MMT/VSP

Communication Manager

VCMM

VIRTUAL CMM ON MMT/VSP

Communication Manager

BLSCMA

AVAYA CM SOFTWARE ON A BLADE SERVER

Communication Manager

CMECM

CM ON COMMUNICATION MANAGER EXPRESS

Communication Manager

MVECM

COMMUNICATIONS MANAGER ON MVE

Interactive Response

AIR

AVAYA INTERACTIVE RESPONSE

Conversant

CONV

CONVERSANT

Definity

G3CSI

DEFINITY PROLOGIX G3C(COMPACT)SI

Definity

G3I

DEFINITY GENERIC 3I

Definity

G3R

DEFINITY GENERIC 3R

Definity

G3S

DEFINITY G3S

Definity

G3SI

DEFINITY G3SI

Definity

G3SRP

DEFINITY SURVIVABLE REMOTE PROCESSOR CABINET

Gateway

G250AS

G250 MEDIA GATEWAY/ANALOG W/S8300B MS

Gateway

G250BS

G250 MEDIA GATEWAY/BRI W/S8300B MS

Gateway

G250DS

G250 MEDIA GATEWAY/DCP W/S8300B MS

Gateway

G350MS

G350 MEDIA GATEWAY W/S8300B MS

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Gateway

G430MS

G430 MEDIA GATEWAY MEDIA SERVER

Gateway

G450MS

G450 MEDIA GATEWAY MEDIA SERVER

Gateway

G700MG

MEDIA GATEWAY

Gateway

G700MS

MG WITH S8300 SERVER

Guestworks

GWS

GUESTWORKS SERVER

Guestworks

GWSBCS

GUESTWORKS DEFINITY BCS SYSTEM

Guestworks

GWSVS

GUESTWORKS EXTENDED STAY

Interaction Center

ICOA

IC OPERATIONAL ANALYST

Interaction Center

ICOAHB

IC OPERATIONAL ANALYST FOR HOSTED SOL-BLADE

Media Server

S84IPA

S8400 SERVER

Media Server

S84IPB

S8400B SERVER

Media Server

S85IPA

S8500 SERVER

Media Server

S85IPB

S8500 ON THE X306 SERVER

Media Server

S85IPC

S8500 ON THE X306 ENHANCED SERVER

Media Server

S85P1A

CM ON A DELL 1950 SERVER (SERVER)

Media Server

S85VM

S85VM

Media Server

S8720A

S8720 MEDIA SERVER A

Media Server

S8720B

S8720 MEDIA SERVER B

Media Server

S8730A

S8730 MEDIA SERVER A

Media Server

S8730B

S8730 MEDIA SERVER B

Media Server

S87IPA

SEAGULL SERVER A

Media Server

S87IPB

SEAGULL SERVER B

Media Server

S87M1A

S8710 CSS/ATM MEDIA SERVER HARDWARE

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Media Server

S87M1B

S8710 CSS/ATM MEDIA SERVER HARDWARE-MEDIA SERVER B

Media Server

S87MCA

STINGRAY SERVER A

Media Server

S87MCB

STINGRAY SERVER B

Media Server

S87P1A

S8710 IP MEDIA SERVER HARDWARE-MEDIA SERVER A

Media Server

S87P1B

S8710 IP MEDIA SERVER HARDWARE-MEDIA SERVER B

Media Server

S88IPA

S88IPA

Media Server

S88IPB

S88IPB

Media Server

S88VM

S88VM

Messaging

AMMAS

MESSAGING APPLICATION SERVER

Messaging

AMMSS

MESSAGE STORAGE SERVER

Messaging

AMMSSR

MESSAGE STORAGE SERVER

Messaging

AMN

AVAYA TM MESSAGE NETWORKING

Messaging

AMNR

AVAYA TM MESSAGE NETWORKING

Messaging

ARI250

OCTEL VOICE MAIL ARIA 250

Messaging

ARI350

OCTEL VOICE MAIL ARIA 350

Messaging

CMEVMS

IA770 ON COMMUNICATION MANAGER EXPRESS

Messaging

CMM

CM MESSAGING SOFTWARE

Messaging

DASLIM

DEFINITY AUDIX SLIM

Messaging

DEFAUD

DEFINITY AUDIX

Messaging

G350MV

IA770 IP-INTG W/G350 MG

Messaging

G430MV

IA770 R3.0 (SOFTWARE-ONLY SOLUTION)

Messaging

G450MV

IA770 R3.0 (SOFTWARE-ONLY SOLUTION)

Messaging

G700MA

IA770 INTEGRATED VOICE MAIL

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Messaging

G700MV

IA770 IP-INTG W/G700 MG

Messaging

HINAUD

HIGH CAPACITY INTUITY AUDIX

Messaging

IINAUD

INTUITY INTERCHANGE NETWORKING AUDIX

Messaging

INAUD

INTUITY AUDIX

Messaging

INLOG

INTUITY LODGING SOFTWARE

Messaging

INTML

INTUITY AUDIX USED WITH MERLIN LEGEND

Messaging

LXAUD

INTUITY AUDIX LX

Messaging

LXAUDR

INTUITY AUDIX LX

Messaging

S84MV

IA770 IP-INTG W/S8400 MS

Messaging

SER200

OCTEL VM SERENADE 200

Messaging

SER300

OCTEL VM SERENADE 300

Messaging

SMMAS

MESSAGING APPLICATION SERVER SURVIVABLE SYSTEM

Messaging

SMMSSR

MESSAGE STORAGE SERVER SURVIVABLE SYSTEM

Messaging

VMMSSR

VMMSSR

SAL

SALASM

ASM SECURE ACCESS LINK AGENT

SAL

VSALGW

SAL AGENT ON VSP

SAMP

850SMP

S8500B SAMP

SAMP

85CSMP

S8500C SAMP

SAMP

S2SMPA

SIP ENABLEMENT SERVICES SAMP S8500B SERVER A

Session Manager

ASM

AVAYA SESSION MANAGER

SIP Enablement Services

SES

SIP ENABLEMENT SVCS ON S8500C

SIP Enablement Services

SESV1A

SIP ENABLEMENT SERVICES ON S8500A/X305 SERVER A

SIP Enablement Services

SESV1B

SIP ENABLEMENT SERVICES ON S8500A/X305 SERVER B

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SIP Enablement Services

SESV2A

SIP ENABLEMENT SERVICES ON S8500B/X306 SERVER A

SIP Enablement Services

SESV2B

SIP ENABLEMENT SERVICES ON S8500B/X306 SERVER B

SIP Enablement Services

SESV3A

SIP ENABLEMENT SVCS ON S8500C/X306M SRVR A (ROHS)

SIP Enablement Services

SESV3B

SIP ENABLEMENT SVCS ON S8500C/X306M SRVR B (ROHS)

SIP Enablement Services

SESV4A

SES SERVER A ON A DELL 1950

SIP Enablement Services

SESV4B

SES SERVER B ON A DELL 1950

Witness

WCSHAS

WITNESS CONTACT STORE HOSTED ON AVAYA PROVIDED SVR

Witness

WCSHO

WITNESS CONTACT STORE HOSTED ON SP PROVIDED SERVER

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