VMware 5.8 User's Manual
Contents
1. Quick Start Guide Version 5 8 March 7 2011 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation MITELG The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document Revisions of this document or new editions of it may be issued to incorporate such changes No part of this document can be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without written permission from Mitel Networks Corporation Mitel is a trademark of Mitel Networks Corporation VMware vSphere and vCenter are trademarks of VMware Inc Windows and Microsoft are trademarks of Microsoft Corporation Adobe Reader is a registered trademark of Adobe Systems Incorporated Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged Trademark of Mitel Networks Corporation Copyright 2011 Mitel Networks Corporation All rights reserved Contents Getting Started uns o Lc rd cep Aide dad ades Ere ee 1 VMware Integration 0 2 2 c cece cece cece cece s cece RR cece RII rer eser rli 1 Hardware and software recommendations 2 222 202 1 Installa2. 20 21 Post deployment installation and configuration NOTE Once you have completed the installation you can optionally remove the server from its Workgroup and join a Windows Domain If you change the IP address or any other system configuration options as a result of joining the domain you must launch Contact Center Client and run the IP Change Wizard Add and configure your media servers See Adding media servers in Chapter 6 Configuration of the Contact Center Solutions User Guide Configure the YourSite database using synchronization See Configuring the YourSite database using synchronization in Chapter 6 Configuration of the Contact Center Solutions User Guide NOTE Before running synchronization you must either disable Windows Firewall or add appgw exe to the firewall exclusion list If you are licensed for Intelligent Queue skip to step 16 in Installing and configuring Intelligent Queue on page 6 If you use Site Recovery Manager and your disaster recovery site is not on the same VLAN as your protected site and IP addresses will not be the same after failover you must configure post power on scripts See Appendix A on page 8 Installing and configuring Intelligent Queue To install and configure Intelligent Queue 1 2 ce oo Bo 16 From vSphere Client or vCenter power on and launch Virtual Machine Console for your Intelligent Queue virtual machine When the Set Up Windows dialog opens specify yo
3. ccc c cece cece cece cece cecccecceeeeeeeeeeeeeees 10 Setting up the SRM server 0 0 2 occ ccc ccc ccc ccc ccc cece ee eee eee esee esses esses sse 10 Mitel Contact Center Management Installation Guide Getting Started Mitel Contact Center Management and Call Accounting provide data collection analysis and storage security forecasting real time monitoring reporting and wall sign programming for use in managing your contact center Mitel Intelligent Queue provides incoming call handling voice and web callbacks call recording call detail reporting music on hold alarming remote database verification and advanced routing options This section provides general information about this document It also lists resources for further technical documentation VMware Integration Contact Center Management Call Accounting and Intelligent Queue solutions are supported for use with a variety of VMware products and features For a specific list of supported products and features see the Contact Center Solutions and Call Accounting System Engineering Guide By integrating with VMware solutions Contact Center Management Call Accounting and Intelligent Queue enable your business infrastructure to consolidate resources increase energy efficiency ensure business critical application reliability and business continuity and ensure you can quickly recover from both planned and unplanned outages This document provides detailed ins
4. 2122 Tel 1 480 961 9000 Tel 44 0 1291 430000 Tek 1613 592 2122 Tel 852 2508 9780 Fac 1 613 592 4784 Fax 1 480 961 1370 fax 44 0 1291 430400 Fac 10613 592 7825 fax 852 2508 9232 For more information on our worldwide office locations visit our website at www mitel com offices THIS DOCUMENT 15 PROVIDED YO YOU FOR INFORMATIDNAL PURPOSES ONCE The infceration fuesibed in this document believed by Mit to be accurate as ol the date of amp publication is t0 Change without notice Mitel assumes no sesponsib liy for any errors or omissions in this document and shall have no obligation to you as renat of having made this documeet avaliable to you or buned upon the information amp contains M MITER design a segtered trademark of Mitel Networks Corporation Al other products aed services are the regivtened trademarks of their respective holders Copyright 2009 Mitel Networks Corporation All Rights Reserved
5. on a supported VMware server Once the virtual machine has been deployed there are several post deployment installation and configuration steps that must be completed to get your business up and running These include e Licensing the virtual machine s copy of Windows Server 2008 e Changing the administrator account credentials for the server e Licensing Contact Center Management Call Accounting and or Intelligent Queue e f using Contact Center Management Call Accounting e Configure media servers e Synchronize the telephone system s with the YourSite database e If using Intelligent Queue e License Intelligent Queue purchased options e Configure port settings e Configure PBX settings e Configure Intelligent Queue functionality The following sections detail how to deploy Contact Center Management Call Accounting and Intelligent Queue ova virtual machines and the post deployment installation and configuration changes required for all applications Virtual machine download To download the Contact Center Management Call Accounting and or Intelligent Queue virtual machine 1 Logontothe Enterprise Server with a Windows administrator account 2 The account must have full administrative privileges 3 Ensure all of the Windows programs are closed 4 Using a web browser browse to http www mitel com 5 Click Login 6 Type your MOL User ID and Password and click Log in 7 UnderSupport click Software Downloads 8 Todownload e
6. 057 8367 C9C1DAB6E2BF amp displaylang en 2 Click Download 3 Click Run 4 Follow the instructions in the installation wizard to complete the installation To enable Windows PowerShell on Windows Server 2008 Click Start gt Administrative Tools gt Server Manger In the left pane click Features Click Add Features Under Features select Windows PowerShell and Next Click Install When the installation is complete click Close Oakwnna Mitel Contact Center Management Installation Guide Setting the Execution Policy To set the Execution Policy 1 If you are using Windows Server 2003 click Start gt All Programs gt Windows PowerShell 1 0 gt Windows PowerShell If you are using Windows Server 2008 click Start gt Programs gt Accessories gt Windows PowerShell gt Windows PowerShell In the command line type Set ExecutionPolicy Remote Signedand click Enter When prompted with the change verification press y Type Get ExecutionPolicyand click Enter Verify that the execution policy is set to Remote Signed by confirming that PowerShell returns RemoteSigned Ao Modifying PowerShell scripts There are two PowerShell scripts e Contact Center Management Enterprise Server script which e Updates Data Collection for each 3300 ICP media server e Updates Data Collection for each Intelligent Queue media server e Resets the prairieFyre Registry Key to the correct IP address e Reboots the server e Intelligent Queue S
7. Contact Center Enterprise Edition software click Contact Center Enterprise Editionz Contact Center Enterprise Edition Software Download e Contact Center Business Edition software click Contact Center Business Editionz Contact Center Business Edition Software Download The Knowledge Base article pertaining to Contact Center Enterprise or Business Edition will open 9 Ifyou selected Contact Center Enterprise Edition in step 7 after Download the Mitel Networks Contact Center Enterprise Edition click CCEE FullRelease Otherwise if you selected Contact Center Business Edition in step 7 after Download the Mitel Networks Contact Center Business Edition click CCBE FullRelease The Download Center opens 10 Review and ensure you have performed all steps included in the Before you begin and Installing prerequisite software sections of the Download Center 11 Under Browser based downloads VMware Virtual Appliances click a VMware ova file Web or FTP Download link to install the latest version of Contact Center Management Call Accounting and or Intelligent Queue 12 Click Save 13 Select a location to save the virtual machine ova file to on your hard drive Mitel Contact Center Management Installation Guide If you need help If you have questions concerning the Contact Center Management setup configuration or customization refer to the online Help or the Mitel Contact Center Solutions User Guide If you require technical support c
8. For the latest revisions to this guide go to www prairiefyre com To locate the Mitel Contact Center Solutions User Guide on the prairieFyre website e Start Internet Explorer and type http www prairiefyre com wp content rscs documentation ContactCenterSolutions_ UserGuide pdf Before running the deployment Enterprise Server deployment and installation This section includes detailed instructions on how to deploy your Contact Center Management Call Accounting and or Intelligent Queue virtual machine on a VMware server and all of the post deployment installation and configuration changes required to get your business up and running Before running the deployment Before deploying Contact Center Management Call Accounting and Intelligent Queue on a VMware server you must have configured your VMware server accordingly For details on installing and configuring your VMware server s please consult your VMware documentation In order to deploy the Contact Center Management Call Accounting and Intelligent Queue ova file you must have installed and configured vSphere Client or vCenter Deploying Contact Center Call Accounting and Intelligent Queue virtual machines To deploy Contact Center Management Call Accounting and or Intelligent Queue virtual machines 1 InvSphere Client or vCenter click File gt Deploy OFV Template 2 Click Deploy from file 3 Click Browse 4 Browseto and select the ova file you received from Mi
9. OS password RunProgramInGuest lt DataC enter Name Path to VM s vmx file gt lt Path to bat file on the VM local drive with double gt Log in to vSphere Client Your host clusters and guest virtual machines will display in the left pane Click Inventory gt Solutions and Applications gt Site Recovery Right click the virtual machine on which you will run the script and click Configure The Edit Virtual Machine Properties window opens Click Next until you reach the Edit Post Power On Steps for this VM dialog Click Add Message Type C windows system32 cmd exe C C Scripts Client1 cmd and click OK Click Finish Once this is complete you can view your Post Power On script on the Recovery Steps tab We also recommend you run a SRM test to ensure the Post Power On scripts function as desired NOTE Optionally if you want to change the IP address of the Windows guest virtual machines in the scripts you must add a Post Power On script to run a windows netsh command or add the following line to the beginning of the bat file that calls the PowerShell script on guest virtual machines test bat contains netsh interface ip set address name Local Area Connection static 192 168 0 100 255 255 255 0 192 168 0 1 1 where 192 168 0 100 255 255 255 0 192 168 0 1 1 is the IPv4 Address Subnet Mask and Default Gateway 10 www mitel com 0 virer Global Headquarters US EMEA CALA Asia Pacific Te 1613 992
10. Queue Mitel Contact Center Management Installation Guide 17 18 19 20 21 22 23 Log in to Intelligent Queue using the default username and password mitel setup The Purchased Options page opens Under System License enter the Mitel Options MOSS Password provided to you during the registration process Under System Options enter the Intelligent Queue bundle options you have purchased which can be located in your license file Click Save Add and configure your ports See Configuring ports in Chapter 17 Intelligent Queue of the Contact Center Solutions User Guide Add and configure your PBX settings See Configuring PBX settings in Chapter 17 Intelligent Queue of the Contact Center Solutions User Guide Configure your Intelligent Queue functionality See Setting up Intelligent Queue in Chapter 17 Intelligent Queue of the Contact Center Solutions User Guide If you use Site Recovery Manager and your disaster recovery site is not on the same VLAN as your protected site and IP addresses will not be the same after failover you must configure post power on scripts See Appendix A on page 8 Configuring post power on scripts for Site Recovery Manager Appendix A Configuring post power on scripts for Site Recovery Manager NOTE If your disaster recovery site is on the same VLAN as your protected site and IP addresses will remain the same after a failover you do not need to configure post power o
11. all prairieFyre Software Inc at 613 599 0045 Monday to Friday from 8 00 A M to 8 00 P M Eastern Time or email us atsupport prairiefyre com For proposals pricing competitive information on site setup or training call our sales support group at 613 599 0045 or email them at sales prairiefyre com For the latest revisions to this guide go to www prairiefyre com Locating the engineering guide Before you start an installation prairieFyre recommends that you review the Mitel Contact Center Solutions and Call Accounting System Engineering Guide For the latest revisions to this guide go to www prairiefyre com To locate the Mite Contact Center Solutions and Call Accounting System Engineering Guide on the prairieFyre website e Start Internet Explorer and type http www prairiefyre com wp content rscs documentation CCS_ Sys Eng pdf Locating the installation guide Before you start the installation prairieFyre recommends that you review the Mite Contact Center Management Installation Guide For the latest revisions to this guide go to www prairiefyre com To locate the Mitel Contact Center Management Installation Guide on the prairieFyre website e Start Internet Explorer and type http www prairiefyre com wp content rscs documentation C ontactC enterManagement_ InstallationGuide pdf Locating the user guide Before you start the installation prairieFyre recommends you review the Mitel Contact Center Solutions User Guide
12. are able to register online any firewalls and proxies must be configured to allow traffic over port 80 to IP address 142 46 199 66 e Ifan active Internet connection is available and you can access the license server you must register online Select would like to register now The license key will be provided over the phone or by email by Mitel or prairieFyre during the purchasing and registration process After License key paste the entire license key You must submit your registration information to prairieFyre and implement your license files within thirty days to complete your software registration e If you do not have access to the Internet or if you cannot access our license server select I would like to register later Selecting this option will install a temporary demo license Contact prairieFyre at 613 599 0045 or support prairiefyre com to obtain your licensing key North American customers or your approved Mitel vendor for customers residing in Latin America Europe the Middle East Africa and Asia Pacific The Service Credentials window opens Type the username and password that will be used to control Contact Center Management services and click Next This is the usemame and password you specified in Step 12 The Contact Center Management Call Accounting Configuration Wizard will update your Enterprise Server IP address and configure report distribution The InstallShield Wizard Completed window opens Click Finish 19
13. at file and click Save 5 6 Creating a bat file Right click the file you just created and click Rename Rename the file with a bat file extension 7 When prompted with a file extension rename warning click Yes Creating a bat file Delete this text and replace it with your own content Setting up the SRM server Before you being setting up and configuring the SRM server we recommend you consult VMware s documentation related to installing configuring and best practices for SRM See http www vmware com support pubs srm pubs html In order to run Post Power On scripts you must first install VMrun VIX API on the SRM server This API enables the SRM server to log in to the virtual machines and run the scripts To set up the SRM server 1 2 e COND On the SRM server create a folder and cmd file that will run the bat file on guest virtual machines For example C Scripts Client1 cmd In Notepad edit the cmd file to include the following contents C Program Files x86 VMwareWMware VIX vmrun T esx h https 10 18 126 137 sdk u root p ca hcOw gu Pfyre gp Welcome1 RunProgramlnGuest ha datacenter NetAppPrairiefyreAsynch Client1 Client1 vmx C TestWTest bat where the contents are formatted as lt path to the VMrun API install gt T esx h https IP Address of the ESX Server gt sdk u username of the ESX gt p password of the ESX gt gu guest OS username gp guest
14. erver which e Updates ports with the new 3300 ICP IP address e Reboots the server NOTE e If Contact Center Management is collocated with Intelligent Queue then remove the reboot command from the Contact Center Management Enterprise Server script and add the SQL script to the end of the script in its place e When copying PowerShell scripts from one machine to another ensure you right click the script after copying select Properties and that the script is not blocked If the Unblock button displays on the Properties page click this button to unblock the script The PowerShell scripts will be provided by prairieFyre Software We recommend you install a PowerShell script viewing application such as powerGUI http www powergui org index jspa to better view and manage your PowerShell scripts Once you have the PowerShell scripts copy them to a folder on all guest virtual machines for example CAPowerShellScripts VMCCMscript ps 1 Once the PowerShell scripts are copied to all guest virtual machines you must create a bat file on the guest virtual machines to call PowerShell and execute the script Copy the bat file to the same location of the PowerShell scripts for example C PowerShellScripts PSscript bat To create a bat file 1 Open Notepad 2 Copy the following command into the file C Windows System32 WindowsPowerShell v1 0 powershell exe C PowerShellScripts VMCCMscript ps1 3 Click Save As 4 Typeanameforthe b
15. n scripts If you use Site Recovery Manager SRM and your disaster recovery site is not on the same VLAN as your protected site and IP addresses will not be the same after failover you must configure post power on scripts In order to configure post power on scripts you must Install Windows PowerShell See Installing Windows PowerShell on page 8 Set the Execution Policy on all guest virtual machines See Setting the Execution Policy on page 9 Modify PowerShell scripts for your specific use See Modifying PowerShell scripts on page 9 Create a bat file to execute PowerShell scripts See Creating a bat file on page 10 Set up your SRM Server See Setting up the SRM server on page 10 Create a cmd file on the SRM server to execute the bat file on guest virtual machines See Creating a cmd file on page 1 7 Addthe post power on script to your recovery plan See Adding the post power on scripts to the recovery plan on page 1 8 Configure post power on scripts See Configuring post power on scripts on page 1 9 RunaSRM test See Running a SRM test on page 1 DARON Installing Windows PowerShell For Windows Server 2003 you must download and install Windows PowerShell Windows PowerShell is included on Windows Server 2008 by default but it must be enabled before you can use it To install Windows PowerShell on Windows Server 2003 1 Browse to http www microsoft com downloads details aspx Familyld 10EE29AF 7C3A 4
16. nd configure Contact Center Management Call Accounting 1 Ao ONO 17 18 From vSphere Client or vCenter power on and launch Virtual Machine Console for your Contact Center Management Call Accounting virtual machine Windows will begin setting up your computer then reboot and then finish setting up your computer When the Set Up Windows dialog opens specify your country or region time and current and keyboard layout options Click Next Type your Windows 2008 Server product key and click Next prairieFyre Software will have provided the Windows Server product key during the software fulfillment process Review the Microsoft Windows license terms and select the accept the license terms check box Click Next Type a Windows Server computer name for this virtual machine Click Start The virtual machine will boot into Windows Click in your virtual machine controls click either VM gt Guest gt Send ALT CTRL DEL or press ALT CTRL Insert Select the Administrator account When prompted with the need to change the Administrator password click OK Type anew password in the Password and Confirm password fields Click Enter Click OK Log in to the server using the Administrator account credentials The Contact Center Management Call Accounting Configuration Wizard opens On the Registration window the wizard prompts you to select one of the following licensing options then click Next NOTE To ensure you
17. tel prairieFyre and click Open 5 Click Next 6 Verify the ova template details and click Next 7T Review the End User License Agreement and click Accept 8 Click Next 9 Type a name for the deployed template 10 Select the folder in which to store the virtual machine files from the list 11 Click Next 12 If you have more than one host or a cluster on the Host Cluster window specify the host cluster IP address 13 Click Next 14 Select the datastore in which to store the virtual machine files from the list 15 Click Next 16 Select the type of disk formatting you will use Thick or Thin 17 Click Next 18 Select the network that will be used with this virtual machine from the list 19 Click Next 20 Specify the type of IP address allocation you will use Fixed Transient or DHCP and click Next 21 If you selected Fixed in step 20 specify the IP address and click Next Otherwise click Next 22 Verify the ova template options and click Finish VMware will deploy your virtual machine Post deployment installation and configuration This section details all of the post deployment installation and configuration instructions required to make Contact Center Management Call Accounting and or Intelligent Queue operational once you have deployed your ova virtual machine Mitel Contact Center Management Installation Guide Installing and configuring Contact Center Management Call Accounting To install a
18. tion overview sn eec eto EE ED SU DIUI se alte 2 Virtual machine download 2 2 2 2 22222 eee 2 lf you need help asiye ee E E ABE Se Oe beds 3 Locating the engineering guide 2 2 22 eee c ccc c cece cece Re eese 3 Locating the installation guide 0000002eeeee ccc ccc cece cece ee eeeeeeeeeeees 3 Locating the user guide 2 22 22 2 800m Raten oe nde bien dae cti wes 3 Enterprise Server deployment and installation 220cccccceeee nenn 4 Before running the deployment 2 2 2 2 2 c cece ccc cece eR RR ce eceeceeeeeeeeees 4 Deploying Contact Center Call Accounting and Intelligent Queue virtual machines 4 Post deployment installation and configuration iiuuuuuuuusssssssssssseeeseesesssseesses 4 Installing and configuring Contact Center Management Call Accounting 5 Installing and configuring Intelligent Queue 2 eee 6 AppendboAC LI S LA bau Ed B im ptos AEE ied evo M ate ne etn Dd e 8 Configuring post power on scripts for Site Recovery Manager ssuuuuuuuuse 8 Installing Windows PowerShelL usssssseeeeeesse RR e esses sese sees err 8 Setting the Execution Policy 0 0000000 ccc eee eee cece cece eeeeeeeeeeeeeeeeeees 9 Modifying PowerShell scripts 2 2 0 2 0 0c cece cece c cece cece ccecececcecccceececeeees 9 Creating a bat file 2
19. tructions on deploying VMware Ready ova virtual machines pre loaded with Contact Center Management Call Accounting and or Intelligent Queue Pre loaded ova virtual machines enhance the speed and ease of installing and deploying Contact Center Management Call Accounting and Intelligent Queue by coming pre loaded on a Windows Server 2008 operating system configured with all prerequisites and only requiring minor software configuration changes to get your business operational Hardware and software recommendations In accordance with best practices for business it is recommended you install the appropriate antivirus software with the latest virus definitions and data backup software on the Enterprise Server Refer to the following Contact Center Solutions and Call Accounting System Engineering Guide sections for requirements and other considerations for your solution e Server hardware and software requirements e Client computer hardware and software requirements e SQL Server requirements e VMware Forthe latest System Engineering guide browse to http www prairiefyre com wp content rscs documentation CCS_Sys_Eng pdf Virtual machine download Installation overview Installing Contact Center Management Call Accounting and Intelligent Queue on VMware is a two step process First you must deploy the Contact Center Management Call Accounting and or Intelligent Queue Enterprise Server which is an ova virtual machine that is installed
20. ur country or region time and current and keyboard layout options Click Next Type your Windows 2008 Server product key and click Next Review the Microsoft Windows license terms and select the accept the license terms check box Click Next Type a Windows Server computer name for this virtual machine Click Start The virtual machine will boot into Windows Click in your virtual machine controls click either VM gt Guest gt Send ALT CTRL DEL or press ALT CTRL Insert Select the Administrator account When prompted with the need to change the Administrator password click OK Type anew password in the Password and Confirm password fields Click Enter Click OK Click Start gt All Programs gt Mitel gt Mitel Intelligent Queue License Client e To activate Intelligent Queue online e Click Register Online e Type the License Key in the Online Registry form and click OK e Click OK e Toactivate Intelligent Queue offline e Click Register Offline e Type the License Key in the Offline Registry form and click OK e The Offline Registration engine generates the IQ dlsc file in your Intelligent Queue installation folder e Browse to the IQ dlsc file and email it to prairieFyre Technical Support at support prairiefyre com e Atechnical support representative will digitally sign your license file and send it back to you e Copy paste the new signed IQ dlsc file over top of the existing file Click Start gt All Programs gt Mitel gt Intelligent
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