SystemPlatform System and Procedure Overview

1
2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA
System Platform Technical and
Procedural Overview
Steven Daniel
Tom Rumph
Jerry Revier

July 20
th
2010
Global Readiness & Serviceability
2
Presentation Objectives
Context Setting
What is changing
Avaya Solution Deployment Evolution
System Platform Solution Overview
Technical Overview
Solution Template and Deployment
Services Support Organizations and Roles
Role Definition and Task Responsibility
What to Expect
Where the rubber meets the road
Customer Ingress Points [call center, web-ticketing, misroutes]
What you need to know
Delivery, Licensing, Offers, Support, Process
Offers
Support
Processes
Resources
Training
Documentation
SharePoints & Wikis
3
Terms and Acronyms

4
Context Setting What is Changing
5
How our Deployment/Product Model is Changing
Avaya is migrating to a new product deployment architecture that
changes the physical architecture without changing the functional
architecture.
At the product level, these changes have little or no impact on existing
knowledge and skills, although a new set core components have been
introduced.
You need new knowledge and skills in the area of product offers, call
receipt, triage and communication.
By understanding the new environment, Avaya will be poised to provide
timely and seamless resolution to customer support requests.
From a serviceability perspective, understanding how Avayas existing
solution offerings have merged with this new deployment architecture
will allow you to confidently position your troubleshooting state of
mind.
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6
New Product Deployment Environment
Goal: Improve the Customer Environment
Before Multiple servers
required to support multiple
products for a business solution

After A single server
supporting multiple products
for a business solution
CM, SES, AES, MS...
On One System Platform
Compliant Server

Communication Manager
SIP Enablement Server
Application Enablement Server
Messaging Server
OPTIONAL: System Platform
Compliant High Availability

Media Gateways
Too Many Servers!!!
Media Gateways
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7
System Platform and Customer Benefits

Reduced TCO
Less hardware,
Less power
Lower Operating
Costs

High Availability
Option supporting all
the applications
Easy and quick
deployment
Installation Wizards
and admin tools
Running all Software
Applications on a
single platform
Reduced Total cost of
hardware
System Platform Compliant
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Deployment Architecture - What is System
Platform
First and foremost, System Platform is NOT a product. Rather it is a
simple enabling technology to run a System or Multiple Systems on
ONE Server, while each System thinks it runs in its OWN Server
System Platform software is CentOS (Linux) along with the Xen Open-
Source Hyper-Visor that host one or more Avaya products as virtual
appliances [aka virtual machines]
Virtual machines are deployed as Templates. A template or Solution
Template" is a collection of one or more virtual machines running
Avaya applications such as CM, AES, SES, SMGR, SALGW..etc
System Platform offers a feature rich management console that
provides such features as template installation, template management,
and SAL connectivity
Every System Platform Includes a SAL Gateway for remote access and
alarming. Modems are not supported.

9
Solution Template & System Platform
System Platform while a single offer for every solution, will always be
deployed in the following fashion.
System Platform Software [Common to all adopters]
Template Solution Software [Unique to all adopters]
Both of these components while together form the offer or the solution,
will always be downloaded and installed separately.
This understanding is important for the following reasons:
From an Avaya solution perspective them, we view them
collectively as one.
From a deployment perspective, we view them as two separate but
bound software components which require their own tasks to
execute.
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Solution Overview System Platform
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What is System Platform the Software
System Platform is the underlying software component which gets
installed first on the physical server before any template installation.
It includes the following:
CentOS Operating System with Xen Hypervisor [privileged
layer]
CentOS Operating System [Console Domain and SAL Gateway]

The above is not part of any Solution Template rather all System
Platform adopters will have this in common and MUST install this
first before anything else.
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What is a Solution Template
A Solution Template is a STATIC collection of Avaya products optimized for
distribution and installation on the System Platform and includes
Solution descriptor
Product images
Plug-ins (pre-install, post-install, backup, restore, sanity, patch)
The Solution descriptor
Complies with the Open Virtualization Format (OVF) standard and is hyper-
visor and hardware neutral
Describes the virtual systems comprising the solution and the physical
requirements for installing the solution (e.g. RAM, HDD etc).
Product Images
Images of installation files for solution
Plug-ins
Uses Avaya extensions to define plug-ins for
Web pages and scripts to run during installation
Other features provided by the platform Sanity, Backup/Restore, etc.
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13
Solution Template Architecture
A solution template is a configuration of applications running on System
Platform
Simpler and easier to install, configure, and manage
Communication Manager by Example
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System Platform with No Template
HDD
RAM
NIC Common Server
CentOS
Console
Domain

XEN Hypervisor
DOM-0
CentOS
CPU
CM

CMM
Lin
+
Management Console
Performance Monitoring Tool
SAL Gateway
Shared WebLM
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15
System Platform with System Manager 5.2 &
6.x Solution Template
HDD
RAM
NIC
Common Server
CentOS
Console
Domain

XEN Hypervisor
DOM-0
CentOS
CPU
RHEL
SMGR
SES

AES

Linux
Utility
Server

Linux
16
16
HDD
RAM
NIC
Common Server
CentOS

Console
Domain

XEN Hypervisor
DOM-0
CentOS
CPU
RHEL
CM
BSM
Survivable
Remote

Utility
Server

RHEL CentOS
System Platform with CM Survivable Branch
Template
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System Platform with Midsize Business
Template
HDD
RAM
NIC
Common Server
CentOS
Console
Domain

XEN Hypervisor
DOM-0
CentOS
CPU
RHEL
CM

CMM
SES

AES

Media
Server

RHEL RHEL RHEL
Utility
Server

CentOS
+
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Ever Evolving Solution Template
HDD
RAM
NIC
Common Server
CentOS
Console
Domain

XEN Hypervisor
DOM-0
CentOS
CPU
Host OS
Product A Product D
Host OS Host OS Host OS
Product E
Host OS
Product B Product C
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The Solution Template Drives the Server
Configuration

System Manager 5.2 Example:

Chassis: IBM 3550m2 1U
Processor Speed: Intel E5520 Quad Core / 2.26 GHZ-5520, 8MB L3
Cache / 1066 Memory Bus / 80 Watt processor
Number Of Processors: 1 Processor
Total Memory GB: 12 GB DIMM: 2GB 2Rx8 PC3-10600R RDIMM
(1333Mhz)
NIC Ports: 4 Ports
RAID Type: MR10i Integrated RAID Controller Optioned as RAID 1 -
Includes 256 cache module and Battery for write cache.
Number of Disks: 3 x 146GB SAS 2.5" 10K RPM 6G DP Hard Drive
Usable Disk Space: 272 GB
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Installation: System Platform
Avaya PLDS
Supported Server
Internet
DVD
After server is racked and powered on.
Customer will be in possession of DVD install media
Either by having had it shipped as part of their order
Or by downloading it via PLDS and burning it to a DVD
DVD install media is inserted
Wizard guides user through installation
HTTPs
OR
DVD Shipped to customer with Server
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Installation: Avaya Solution Template
Avaya PLDS
Supported Server + System Platform
Internet
Template DVD
Select template (OVF file) to be installed from DVD, USB stick, or PLDS
System Platforms Template installer ensures hardware platform can
accommodate the selected template
Enter IP addresses, host names and other required information
Can use pre-created Electronic Pre-installation Worksheet (EPW file)
System Platforms Template installer does the rest!
The performance characteristics of the installed template and the differences
compared to running natively will be provided by the Solution Providers and will
vary with solution.

HTTPs
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Roles GSS Supporting Organizations
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Engaged Organizations
Various teams will interact with System Platform
customers.
Sales Day 0
Implementation Teams [Avaya or BP]: Day 1
Global Registration Team: Day 1
Service Desk: Day 2
Backbone/Tier III: Day 2
CPE/DDE: Escalation: Day 2
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Sales Role
Engages or is contacted by customer to solicit or set-up potential sale
of Solution Template.
Fulfills and executes customer order including implementation support.
Introduces/Sets off engagement of Implementation Team
Educate customer on SAL as the exclusive services delivery method
for alarming and remote access.

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Implementation Role
Implementation teams which can be Avaya or Business Partners will execute
the following:
Gather prerequisite data from customer
Initiate Secure Access Link Global UI Registration Process [48 Hours
Min]
Rack & Stack Servers
Obtain Software Downloads from Customer or PLDS
System Platform ISO image
Template Installation Files
Install System Platform Software
Administer SAL Gateway for Device Remote Access
Install & Deploy Solution Template
Administer/Configure Templated Solution Application[s]
Load PLDS License in the WebLM Server
Load AFS file via CDOM for Solution Template and System Platform
Validate Remote Access and Alarming [Final Registration]
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SAL Global Registration Role
Engaged as part of the implementation process.
Responsible for registering Solution Template application[s] in
Maestro or Siebel (e.g. establish SE Codes, SE ID, Product IDs).
Provide SE Code and Alarm ID details to implementation teams for
SAL Gateway administration.
Configure backend systems so Solution Template is accessible and
alarming via the SAL infrastructure.
Work with implementation teams to set-up remote access and
alarming.
Validate end-to-end alarming and remote access.
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Service Desk Role
Front-end Customer Calls, Misdirects, or Web-Tickets
Take ownership of customer call.
Direct the caller to the UI/SAL Registration Request process if the system
is not registered. Advise customer that the system must be registered in
order to provide support.
Create a Maestro case and/or Siebel SR with problem details and
information.
Ask questions to help clarify the support request:
What is the specific component they need assistant with? Such as CM,
AES, SAL, etc.
Are they having an issue with the licenses in PLDS?
Did they get an unexpected error during template installation, etc
Define the problem beyond System Platform or Common Server and be
specific.
Classify the case and/or SR by using the Solution Element or Asset of the
relevant product.
Validate remote access to solution template application.
Resolve or Route the case and/or SR to the appropriate support team.

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Maestro/Siebel Records Identification
Solution Template & CRG
System Platform Adopters SE Codes June 2010 Subject to Change
System
Manager
5.2 or
6.0
CM 6.0
Standard &
Enterprise
& S8330D
CM 6.0
Survivable
Branch
Midsize
Business
Template
5.2.1
[MBT]
Collaboration
Server [CS]
6.0
Meeting
Exchange
6.0
Modular
Messaging
5.2 or
6.0
Avaya Aura
Session
Border
Controller
6.0
Presence
Services
6.0
Application
Enablement
Services 5.2
or 6.0
VSP VSP VSP VSP VSP VSP VSP VSP VSP VSP
VSPU VSPU VSPU VSPU VSPU VSPU VSPU VSPU VSPU VSPU
VSALGW VSALGW VSALGW VSALGW VSALGW VSALGW VSALGW VSALGW VSALGW VSALGW
SM VUS VUS VUS VUS SM AMMAS AASBC VPSB AESSP
SALSM VCM VCM VCM VCM SALSM AMMSS
SMELEM VCMM ASM VCMM VCMM ACSCBV
SALASM VSES SM ACSCRV
VAES SALSM ACSWCV
SMELEM ACSWPV
ASM
SALASM
VPSB
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Maestro and Siebel Workgroups
Core Workgroups for System Platform

Product
Workgroup Internal
VDN
Call Routing Guide Notes
System Platform EMERGING 19229 Live
41048 VM
ETSS CRG Entry You can transfer a case via the
workgroup EMERGING or
alternatively you can call an
agent at 19229 or leave a
message for non-urgent issues at
41048.
Solution
Template
VARIABLE VARIABLE This will depend on the
actual solution template
being worked.
The Solution Template will
determine the workgroup you will
route this case too.
SAL Backbone SALSUP 15364 SAL CRG Entry For any SAL issues such as
remote access issues or
implementations teams requiring
technical assistances.
SAL On-Boarding salreg@avaya.com Csaba Nagy No VDN exists for this team.
For customers or BPs who have
not registered their SP on
SAL you should do as follows:
The SAL On-boarding team does
not have a VDN so two scenarios
will play out.
1.If you need to instruct a
customer, Avaya or BP
implementer to engage the SAL
On-boarding team. Have them
first download the UI Form and
2
nd
send this form to the
salreg@avaya.com
2.For any escalations from
implementing teams for any On-
Boarding issues, you may with
discretion send an email go
Csaby Nagy to escalate the
issue.
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BBE/Tier III Role
Ensure system is registered and accessible via SAL. If not immediately advise
customer that registration must be completed before Avaya can provide
support. Direct customer to registration form on https://support.avaya.com
Once system is accessible, verify the installed version of System Platform and
the Solution Template. Recommend to the customer to apply updates as the
first attempt to fix.
If problem is with an install, make sure the customer has the latest software.
*Note - Recent s/w updates have eliminated s/w installation problems.
Trouble shoot the product or application following normal process. Applications
on SP operate the same way they would on a standalone server.
Server hardware problems are resolved by the same BBE that resolves them in
the stand alone environment. Remember, the server is a component of the
Solution Template. It is not part of System Platform.
Open a related case or collaboration activity to CPE/ADE as needed:
Product problems: follow normal escalation path
SAL problems: open related case or collaboration activity to SAL BBE
PLDS problems, including downloading, access to entitlements and
product licensing: create a request with IT
Server hardware: follow normal resolution process
System Platform specific problems: open related case or collaboration
activity with ETSS

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CPE/DDE Role
Assist BBE or assume ownership of escalated or critical cases.
Work with peer or product development as needed.
Keep escalation managers abreast of the situation.
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What to Expect Where the rubber meets
the road
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Ingress Points
Calls from Avaya Customers
Calls from Avaya Implementation Teams
Calls from Avaya Business Partners
Internal Transfers from Misdirected Calls
From other internal organizations
Web-Tickets
Auto Case Push or Siebel Assignment

34
A-Z High Level Implementation Tasks
Finding your orientation by understanding typical deployment.

Gather prerequisite data from customer
Initiate Secure Access Link Global UI Registration Process [48 Hours Min]
Rack & Stack Servers
Obtain Software Downloads from Customer or PLDS
System Platform ISO image
Template Installation Files
Install System Platform Software
Administer SAL Gateway for Device Remote Access
Install & Deploy Solution Template
Administer/Configure Templated Solution Application[s]
Load PLDS License in the WebLM Server
Load AFS file via CDOM for Solution Template and System Platform
Validate Remote Access and Alarming [Final Registration]

35
Support Request Examination
Prior to isolating the issue determine what Solution Template you are
dealing with.
If you hear System Platform dont panic.
Focus first on the Solution Template and begin with the business as
usual mindset.
Use your knowledge about System Platform merely as a way to guide
you to the potential issue.
Dont forget to consider SAL as a possible culprit.
In most cases if the issue does have to be handed off, it will be likely be
handed off to the team supporting the Solution Template and rarely
directory to the ETSS organization.
36
Is it an Application or Solution Template
Issue?
Workgroup Selected from the Call Routing Guide based on the
Application.
System Template Installation
Product Configuration
Product Software
General Operations
Break/Fix Diagnosis and Patching
Guest O/S
Hardware Bundled with Solution Template
Product Licensing
Installation
Replacement
Product Features Not Working
Escalations to higher level support (ADE, CPE)
Escalate endpoints and other peripherals as per normal
37
Could it possibly be a PLDS Issue?
Solution Template and System Platform Download
Missing Entitlements
Order Omissions
May get redirected to the Sales Factory
Avaya IT via https://itss.avaya.com or 1-866-Avaya-IT
38
What about Secure Access Link?
SAL Configuration
SAL Break/Fix
SAL Registration
Secure Access Link SALSUP or VDN 15364
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Dont Rule Out System Platform Specific
Issues
SP Configuration
SP Console Domain
SP Problem Diagnostics
SP WebLM
SP Logging
SP Alarms
SP Backup/Restore
SP Update/Upgrade
SP High Availability Feature
Domain Performance and Management
Xen Hypervisor
Host O/S (CentOS)
Emerging Technologies ETSS or VDN 19229

40
SP Adopters as of June 2010
41
Delivery, Licensing, Offers, Support &
Process
42
Software Distribution
Avaya S8800
and/or
System Platform DVD
and/or
System Platform is Software Only but you must use Avaya hardware.
Distribution will be via shipped DVD or downloadable ISO image
[PLDS] for System Platform and PLDS [only] for the adopting
template solution.
Customer must register their FL and possess a valid Avaya SSO login.
http://plds.avaya.com

43
Licensing & Authentication
Currently System Platform is not Licensed
System Platform Provides a WebLM Server
Avaya PLDS is used for license delivery
A WebLM server is embedded in the Console Domain of System Platform and may or may not be
used depending on Solution Template
The creation of the license is based on the Primary MAC address viewed within the WebLM
server
AFS authentication will be loaded via Console Domain User Administration
44
Solution Template Offer
Existing Avaya Products will be offered individually or a collection of
products, which includes the following:
The Solution Template (media and PLDS)
Product Licenses (as applicable)
System Platform Software (media and PLDS)
Avaya Common Server model
SSI and JSD Software Support (inclusive of all software)
Standard Hardware Maintenance
45
Server Hardware Maintenance
Standard Hardware Maintenance
Stocked Servers for Server Replacement will include
Correct server (S8800 1u or 2u)
Correct Number and Type of CPUs (1 or 2, 2.26 or
2.93GHz)
4GB of Memory
RAID 1 [2 HD]
4 NIC ports
1 PSU
Installer will need to make replacement match current server
46
Secure Access Link On-Boarding
Avaya Global Registration Team:
Download, Complete and Submit the Universal Install/SAL
Registration request Form from http://support.avaya.com More
Resources Product registration (Partners Only) > bottom of the
page select the Universal Install/SAL Product Registration Request
Form link or by clicking on the link below.
https://support.avaya.com/css/appmanager/css/support?_nfpb=true&_pageLabel=WN
Content_Private&contentid=C2009101293650506080#wlp_WNContent_Private
The registration form includes the complete instructions.
Registration team pre-registers System Platform solution and
makes appropriate records changes to support SAL.
Registration validates remote access and alarming with
implementer.
47
Secure Access Link On-Boarding Process
Flow
Customer
Request
SALGW
Ownership
Defined by
Offer
Begin Deployment
Submit
Spreadsheet New
or Existing
Customer/Sales Customer/Avaya Customer/Avaya
New Register
GW/New Dev
Existing Register
GW/FL Report
Phase 1 Caviot
Global Registration
Team
Administer
Devices
Customer/Avaya Customer/Avaya
SAL Global On-Boarding
Generate FL
Report (SE Codes
for SP,SMGR,SM)
Validate Remote
Access & Alarming
Phase 2 Caviot
Complete On-
Boarding
SAL Backbone
Install
SALGW
Global Registration
Team
?
New
Existing
Existing ?
Existing
New
48 Hours
48
System Platform Remote Access & Alarming
System Platform does not support modems rather its co-
resident Secure Access Link Gateway.
Remote Access
All access is via Secure Access Link Gateway.
Avaya tools integrated to work with SAL
https://tech1.sal.avaya.com [SAL Concentrator Remote Server]
Alarms
All alarms with few exceptions is via Secure Access Link Gateway
[SMGR Adopters]
https://tech1.alarming.avaya.com [SAL Concentrator Core Server]
49
Remote Access Validation
If and when you require validating remote access you will use the following
methods.
Pre-requisites
Customer FL and SE ID for target device
eToken with valid VeriSign Identity Certificate
Remote Access will be validated in one of two ways
1. Avaya supported tools servers
toolsa [st3tds02 and st3tds03]
wcscbe5 [Maestro or Siebel Product Connect]
spiexp1 [Maestro or Siebel Product Connect]
2. Secure Access Link Enterprise Server
By accessing https://tech1.sal.avaya.com
50
Remote Access Validation Tools Servers
With Avaya tools servers you can only validate CLI based access.
For Example
SSH, SFTP, Telnet
You will establish connections to these product as you have traditionally
with one key difference.
You must have your eToken plugged in to your PC and will be asked to
provide your eToken password.
Everything else remains the same i.e.
Launching Product Connect or
Using connect2/connect2 command strings
51
Remote Access Validation SAL Enterprise
With the SAL Enterprise you can establish any type of connection that you
could with the Avaya tools servers plus everything else.
In addition to CLI based protocols you MUST use the SAL Enterprise to
validate
GUI based connections [i.e. HTTPs, RDP, VNC, X11, etc]
To establish a connection using the SAL Enterprise
You must have your eToken plugged in to your PC.
You will access https://tech1.sal.avaya.com
Search for your device using the SE ID
Select the type of connection you desire
Connect to localhost

Demo
52
Resources
53
Process
Service Desk Process
A [Kerri Labate]
B [Kerri Labate]
Secure Access Link
eToken [Steven Daniel]
On-Boarding [Steven Daniel]
PLDS & Licensing Process
SSO Login Obtainment https://support.avaya.com
How-To [Mike Cannon]
How-To License [Mike Cannon]

54
Training
System Platform 6.0 [Remote Readiness Training]
ATU02112OEN-CM6.0 S8300D, SP & CM Template Install
http://uconnect.avaya.com/atu02112oenevent
ATU02114OEN-CM6.0 System Platform Arch., Admin & Maintenance
http://uconnect.avaya.com/atu02114oenevent
System Platform [Field Services Training]
https://uconnect.avaya.com Training Catalog NPI Field Drop Down S8800
Folder
Secure Access Link Training
How to Operate in a SAL Environment Launch Here
Secure Access Link 1.8 Gateway Training [Get from Lee Kuhlman]
55
Documentation
System Platform Support on Avaya
http://support.avaya.com/css/Products/P0585/All_Documents
System Platform Services Support Plan
AOK link for the SP 6.0 SSP:
http://aok.avaya.com/avayaworkplace/getContent?id=%7B004798DF-D5B2-4904-
8BE1-4A74A70C8716%7D&vsId=%7B17C2CCFF-1605-49E7-ABA7-
1FD79C52A3C8%7D&objectStoreName=AOK&objectType=document
It is also available on the Avaya Enterprise Portal > Products A-Z > Avaya Aura
> Product Technical Support > Services Support PlansSystem Platform Wiki
System Platform Wiki
http://spwiki.hq.avaya.com/

56
Q & A?
57
58
Backup Slides
59
FY10 Launch Readiness Training [NPI]
Avaya Video Communication Systems http://uconnect.avaya.com/atu02110oeneventATU02111OEN-
CM6.0 CM Evolution Serverhttp://uconnect.avaya.com/atu02111oeneventATU02112OEN-CM6.0
S8300D, SP & CM Template Install http://uconnect.avaya.com/atu02112oeneventATU02113OEN-
CM6.0 Avaya AuraTM Session Manager
6.0http://uconnect.avaya.com/atu02113oeneventATU02114OEN-CM6.0 System Platform Arch.,
Admin & Maintenancehttp://uconnect.avaya.com/atu02114oeneventATU02115OEN-CM6.0 DCP
Endpoint & one-X Client Capabilitieshttp://uconnect.avaya.com/atu02115oeneventATU02116OEN-
CM6.0 Call Center 6.0, Call Center 5.2.1 Changes
http://uconnect.avaya.com/atu02116oenevent/ATU02117OEN-CM6.0 Communication Manager 6.0
Non SiP Featureshttp://uconnect.avaya.com/atu02117oenevent/ATU02118OEN-CM6.0 CM 6.0
Template and Migration Overviewhttp://uconnect.avaya.com/atu02118oeneventATU02119OEN-
CM6.0 Communication Manager Messaging
6.0 (CMM)http://uconnect.avaya.com/atu02119oenevent/ATU02120OEN-CM6.0 Avaya AuraTM for
Survivable Remotehttp://uconnect.avaya.com/atu02120oeneventATU02121OEN-CM6.0 Avaya
AuraTM System Manager 6.0http://uconnect.avaya.com/atu02121oeneventATU02122OEN-
CM6.0 G860 R2.1 http://uconnect.avaya.com/atu02122oeneventATU02123OEN-CM6.0 May/June
2010 IP Phones and Softwarehttp://uconnect.avaya.com/atu02123oeneventATU02124OEN-
CM6.0 Avaya AuraTM Session Border
Controllerhttp://uconnect.avaya.com/atu02124oeneventATU02125OEN-CM6.0 (R6.0) SES, CM &
SIPhttp://uconnect.avaya.com/atu02125oeneventATU02126OEN-CM6.0 Avaya Aura Conferencing
6.0http://uconnect.avaya.com/atu02126oenevent

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