Avaya IPOCC Overview

The 5 elements you need to know for a successful deployment

Avaya IPOCC_WellingtonPaez

Avaya IPOCC Overview

The 5 elements you need to know for a successful deployment.

By the end of this post, IPOCC Overview, you will understand which components are necessary to deploy the IP Office Call Center Server Application, which apps can help you troubleshoot and oversee the system health, as well as file structure including the IPOCC database of choice, and its benefits and drawbacks.

As implementers, you may find yourself configuring or working with the IP Office Call Center server. Besides the implementation documents on the http://support.avaya.com, I have created these steps below:

  • 1.- Implementation Best Practices
  • 2.- File Structure
  • 3.- IPOCC Maintenance Components
  • 4.- Topology Configuration
  • 5.- Some Benefits and Drawbacks of IPOCC

1.- Implementation Best Practices

Everything starts with a site survey and a customer site data collection, where you are looking for a network map, or Visio drawing demonstrating all components responsible to run the new IPOCC server.

Basic Documentation – Collect IP Address, VLAN, Routing, Firewall information as well as Domain Controllers, Email Provider or local email server, and Active Directory accounts. Avaya requires that any Domain accounts should be a local administrator on the IPOCC server to be able to install and run the necessary services and components.

Virtual Environment – It is important to have  the IT Admin with you implementing the server, or have them create an account for you to be able to deploy the OVA and perform the initial server configuration. Honestly, I suggest that you have them do it for you in order to avoid any future conflicts.

Server Naming Convention – Try to keep consistency when naming each server, account, even the virtual server. This will help you identify and troubleshoot any interfaces, users, or components.

2.-  File structure

IPOCC uses Microsoft Windows Server 2012R2 64 Bit file structure with the ability of archiving its database (C3K Database) when it reaches 75% of its capacity. When deploying it as a VM, you have to make sure EXSi 5.5 or later is implemented. IPOCC uses SAP as the database of choice also known as Sybase SQL.

3.- IPOCC Maintenance Components

The IPOCC 9.1 suite brings applications to help us maintain and understand the server health status. These are some of these apps=

Watchdog – It tracks system processes and how they start and stop.

TTrace – Its an application that consist of a server and a client (console) helping us track server processes ran by IPOCC, it also can display remote agent pc activities through the TTraceDisplay application.

It is important to mention that when deploying any of the applications such as the Chat capability, a web server will be needed.

4.- Topology configuration

There are 4 types of IPOCC deployment starting with the basic IP500V2, which provides up to 30 agents. The IPOSE with the a max of 250 agents, the third topology deployment is the IPOSE+IP500V2, and lastly the IPOCC with a distributed server.

5.- Some Benefits and drawbacks

Benefits of Avaya IPOCC

  • Multiple platform deployment (Windows 2008R2, Windows2012, and as a VM with EXSi 5.5 and up)
  • High Availability and Redundancy is supported as long as the same datastore/SAN is accessible.
  • Chat – IPOCC provides the ability of collaborate through the Chat application, this increases the agents and other team members work effectiveness.

Drawbacks of Avaya IPOCC

  • Fault tolerance is not supported.
  • Line reporting, user numbers, hold announcements are not supported on a centralized IPOCC IPO Essential Edition.
  • WebRTC gateway doesn’t support resiliency

 

What has been the most challenging for you, when deploying IPOCC?

Reference

Avaya QoS requirements 

Avaya IPOCC Quick Start Guide 

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