You are on page 1of 23

I15SG1125 KICK OFF

Asrul Rosli, Snr. Project Manager


abinrosli@avaya.com

Project Team
Name

Designation

Mobile#

Email

Asrul Rosli

Snr. Project Manager

+60122212060 abinrosli@avay
a.com

Balasubraman ACCCM Engineer


ian, Soman
(Soman)

+6568728370

b11@avaya.co
m

John Harman

+6598244668

jharman@avay
a.com

2012 Avaya. All rights reserved.

System & Session


Manager Engineer

Statement of Work ACCCM


Install, configure and test (1) HA Pair of Avaya Control Manager servers, which will
include:
Install the Avaya Control Manager administration software.
Integrate the Avaya Control Manager application to work with 1 Avaya Aura
Communication Manager systems.
Integrate Avaya Control Manager to work with 1 Avaya Session Manager Systems
Integrate Avaya Control Manager to work with 1 call management systems.
Integrate Avaya Control Manager to work with Avaya one-X Agent software.
Install Control Manager on the second server, which will be the high-availability
server.
Integrate Avaya one-X Agent central management into Customer active directory or
open lightweight directory application protocol (LDAP) environment.
Install and configure Sphere.
Demonstrate how to use Conversation Sphere to manage Communication
Manager (CM) vectors.
Provide (3) days onsite training to customers IT personnel on managing CM vectors
in ACCCM.
2012 Avaya. All rights reserved.

Statement of Work Session & System Manager


Install, configure and test Session Manager and
System Manager, which will include:
Install (2) Session Manager servers.
Install (1) System Manager server.
Configure SIP integration to 1 Avaya Aura
Communication Manager server.
Configure SIP integration to 1 Avaya Control Manager
system.
Configure SIP integration to 2 Cisco Call Manager
system.

2012 Avaya. All rights reserved.

Project Phases Planning & Design Stage


Review existing disaster recovery requirements and
routing as it relates to Session Manager.
Develop network diagram for Session Manager and
System Manager, which may include:
Session Manager session initiation protocol (SIP) entity
topology.
Work with the Customer to complete the Session Manager
planning forms

2012 Avaya. All rights reserved.

Project Phase Installation


Avaya Aura Session Manager
Configure basic Internet protocol (IP) settings.
Run installation script and upgrade application software, if
required.

Avaya Aura System Manager


Load solution template onto server from Customer-provided
bootable media.
Configure embedded Avaya Secure Access Link gateway, if
required.

2012 Avaya. All rights reserved.

Project Phase Implementation & Configuration


Avaya Aura Session Manager
Configure remote access to Session Manager server.
Validate Session Manager installation integrity.

Avaya Aura System Manager


Validate System Manager installation integrity.
Add Session Manager network routing policy.

Avaya Aura Session Manager Session Initiation


Protocol (SIP) Integrations
Configure SIP integration to 1 Avaya Aura Communication
Manager servers.
Configure SIP integration to 1 Avaya Control Manager systems.
Configure SIP integration to 2 Cisco Call Manager systems.
2012 Avaya. All rights reserved.

Project Phase Implementation & Configuration


Avaya Contact Center Control Manager Application
Install the Avaya Control Manager administration software.
Build a Single Location, Site, Department, and Team under
Organizational Chart.
Sync the CM objects to a default sync Team.
Integrate the Avaya Control Manager application to work with
1 Avaya Aura Communication Manager systems.
Configure a Single Location, Site, Department, and Team.
Configure Announcement management.
Configure License Tracker for CM.
Integrate Avaya Control Manager to work with 1 Avaya
Session Manager Systems
2012 Avaya. All rights reserved.

Project Phase Implementation & Configuration


Configure License Tracker for SMGR.
Integrate Avaya Control Manager to work with 1 call management systems.
Configure License Tracker for CMS.
Integrate Avaya Control Manager to work with Avaya one-X Agent software.
Configure SSO/LDAP ready system for one-X Agent.
Install Control Manager on the second server, which will be the high-availability server.
Configure the Control Manager server to work as a standby server in the high-availability
environment.
Configure the Control Manager components to work in high-availability mode.
Configure all connectors to work in a primary and secondary mode.
Configure the database replication process between the primary and secondary server.
Configure Avaya Control Manager with active directory integration, using a single active directory
group for adding agents.
Load and configure central management software on Customer-provided server.
Integrate Avaya one-X Agent central management into Customer active directory or open
lightweight directory application protocol (LDAP) environment.
Install and configure Sphere.
Demonstrate how to use Conversation Sphere to manage Communication Manager (CM)
vectors.
2012 Avaya. All rights reserved.

Project Phase Testing


Avaya Aura Session Manager and Avaya Aura
System Manager
Execute the standard test plan as defined in the planning
forms.

Avaya Control Manager Application Testing


Test Avaya Control Manager connectivity to the connectors
covered under this Statement of Work.
Verify that Avaya Control Manager can add and remove
objects from systems integrated with under this Statement of
Work.

2012 Avaya. All rights reserved.

10

Knowledge Transfer
Avaya Control Manager Application
Provide a four-hour basic knowledge transfer that covers the
following topics:
System overview.
How to manage users.
How to manage permissions.
How to use the deployed connectors.
Environment overview (system services, database maintenance
and maintenance-related questions).

Avaya Control Manager Application


Provide (3) days onsite training to customers IT personnel on
managing CM vectors in ACCCM.

2012 Avaya. All rights reserved.

11

Cutover and Implementation Support


Avaya Aura Session Manager and Avaya Aura
System Manager
Execute the Session Manager cutover plan as developed and
defined by the Avaya project team and Customer.

Avaya Control Manager Cutover/ Implementation


Support Stage
Provide up to two hours of remote support for Q&A and issue
resolution on the first-day-of-business that the Avaya Control
Manager application has been placed into production.

2012 Avaya. All rights reserved.

12

Project Documents
Document
Session Manager Workbook

Description
Documents which contains:
Complete planning forms.
Information on server and SIP entities.

Session Manager
Architecture Diagram
Three days on-site
knowledge transfer handout

Visio diagram of Session Manager and


connected SIP entities.
PDF document containing training slides.

2012 Avaya. All rights reserved.

13

Working Hours
Standard Work Hours: This project has been quoted to
include all support during standard service hours 08:00 to
17:00 (local time) Monday through Friday, excluding Avaya
designated holidays. If it becomes necessary for Avaya to
perform the work out of hours or on a Saturday, Sunday or
an Avaya designated holiday, additional charges will apply.
Non-service affecting work will be performed during
standard work hours.

2012 Avaya. All rights reserved.

14

Exclusion
Installation or testing of Customer-provided components.
Product training certification and installation training.
(While not within the scope of this SOW, if training and
certification are required, Customer can contact its
account team and Avaya Learning Services.)
Avaya Aura Session Manager and Avaya Aura
System Manager
Set-up and configuration of Avaya Software Upgrade
Manager feature in System Manager.

2012 Avaya. All rights reserved.

15

Customer Responsibilities
Designate a single Customer point of contact (SPOC) for Avaya. The individual will have a
thorough understanding of Customer's business requirements and technical environment,
and will be able to represent Customer on all business and technical decisions.
Provide written or verbal information as required by Avaya to complete the Services.
Provide access to all parts of Customer network that are within the scope of this project,
as required for the delivery of the Services.
Provide access to facilities and personnel as necessary for Avaya to perform its
responsibilities.
Provide resolution of network issues, such as bandwidth, static, call quality, packet loss,
jitter, delay, or other impediments.
Provide the appropriate version of the application software on digital versatile disk (DVD)
in advance of the Avaya technical resource arriving on premise to install the software.
Customer can download core application software using Avaya Product Licensing and
Delivery System or work with its account team to acquire a copy of the software on DVD
for an additional fee.
The Partner is responsible for the registration of the product, onboarding the solution into
the GRT, and correction of the customer maintenance records to ensure any product
components, no longer required, are removed from the customer's records.
2012 Avaya. All rights reserved.

16

Customer Responsibilities (contd)


Verify location(s) meet the Avaya environmental requirements.
Ensure project team member(s) participation.
Provide input and approve schedule prior to Installation Stage.
Ensure that the customer deliverables are managed, completed, and
closed.
Avaya Aura Session Manager and Avaya Aura System Manager
Training
Provide a properly equipped training room for up to eight participants.
(Participants should have an understanding of the SIP protocol prior to
training.) The training room should be equipped with:
Computer screen projector.
Whiteboard.
Customer-provided System Manager and Session Manager Lab,
including at least one Avaya Aura Communication Manager 6.X.
2012 Avaya. All rights reserved.

17

Customer Responsibilities (contd)


Avaya Aura Session Manager and Avaya Aura
System Manager
Download installation software from Avaya Product Licensing
and Delivery System, if not ordered as DVD media.

2012 Avaya. All rights reserved.

18

Change Management Process


Until such time as any change requested is formally agreed to by authorized signature, Avaya shall
continue to perform to the terms and scope of the original SOW.
Either party may request changes to this Statement of Work (SOW) at any time. Customer and Avaya
will each designate a single point of contact for the authorization of project change requests. Customer
and Avaya will use only the procedure under this Section to control changes to the SOW.
Since a change could affect the price, schedule, or other terms of this SOW, both Avaya and Customer
must approve each change before amending the SOW. All change requests will be submitted in writing
using the Avaya Change Management Request Approval Form. Customer and Avaya will describe the
change and include whatever rationale and estimated effect the change will have on the SOW.
Customer and the Avaya project manager will review the Change Management Request Approval Form.
For any change requested, Avaya shall be entitled to adjust the time of performance and the charges for
the work to be performed. Any adjustments to the time of performance or the charges for the work to be
performed, which result from a change request shall be set forth on the Change Management Request
Approval Form.
The change will then be accepted for submission to the other party, or it will be rejected. If rejected, the
Change Management Request Approval Form and a rejection rationale will be returned to the originator.
If the Change Management Request Approval Form is submitted to the other party, the receiving party
shall have three business days to agree to the proposed change by signing the Change Management
Request Approval Form.
Approved changes as reflected on an authorized and executed Change Management Request Approval
Form will then be incorporated into the SOW and become part of the agreement between the parties

2012 Avaya. All rights reserved.

19

Project Requirements Discussion

2012 Avaya. All rights reserved.

ACCCM
Server Reuqirements
1 pair (2) for application
1 pair (2) for the database
How to deploy HA and ACCCM? Same site? Potential two
sites?
Active-Active will require LB
SQL clustering

2012 Avaya. All rights reserved.

21

Session and System Manager


VMWare or System?
for VMAWRE require 1 IP /
for system platform require 3 IP address.

If system they need to CDOM and DDOM?


SM Session Manager need to have separate address.

2012 Avaya. All rights reserved.

22