Archive for October, 2014

clintSVR 1.2.3 Released

Posted: October 31, 2014 in CMS, News

31 Oct 2014, clintSVR release 1.2.3 just released. This version improved logging of events and email notifications for external interfaces such as db UP or DOWN. It also fixed a bug that few reports are not reconnected after the CMS ssh link reestablished.  For details, refer to the support page

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ECHI Capturing Tool for Avaya

Posted: October 12, 2014 in CMS

Introduction

avayaechi

The idea of AvayaECHI is came from this post. The AvayaECHI tool captures ECHI data from CMS, then imports the data to database and Splunk. The raw data file is moved to archive directory once the data is sent to database or Splunk. Since the tool uses ODBC, database such as MySQL and MSSQL are supported. The AvayaECHI supports the following features:

  • Archives ECHI raw data file to archive directory
  • Writes ECHI data to MySQL or MSSQL database
  • Writes ECHI data to Splunk
  • Imports ECHI data from local file or local directory
  • Uploads ECHI files to sftp site for backup or other purpose
  • Deletes ECHI archive files over certain period of time
  • Supports different format of ECHI file

The AvayaECHI tool uses the following converter which converts ECHI raw data to CSV format

Planned New Features 

  • Implement a charge module that calculate the charge of each call so charging by calls in call center can be implemented

Installation (CMS side)

  • Follow the steps below to install CMS ECHI Basic Package, the screen dumps are extracted from this post
  • Before installation of the package, login as root and enter the following commands to backup the original files
  • cp /cms/dc/chr/uucp_copy /cms/dc/chr/uucp_copy.orig
  • cp /cms/dc/chr/uucp_check /cms/dc/chr/uucp_check.orig
  • If your CMS can access Internet directly
  • installpackage1
  • If your CMS cannot access Internet directly, download the package first and enter the following command
  • pkgadd –d CMSechi-basic-1.5.pkg
  • installpackage2
  • press Enter
  • installpackage3
  • Type in “y” and press Enter.
  • installpackage4
  • You should find these files
  • installpackage5
  • Download the echi-decode package, then upload the file echi-decode.pl to CMS /cms/dc/chr/ directory
    • Artem fixed some bugs of the echi-decode package and add support for CMS R18. Here is the updated echi-decode package.
  • Download the modified version of uucp_copy file, then upload the file to CMS /cms/dc/chr/ directory
  • Change the files permission
  • chmod +x uucp_copy
  • chmod +x echi_decode.pl
  • Create the required directory and modified the access right
  • mkdir /cms/dc/chr/processed
  • mkdir /cms/dc/chr/queue
  • chmod o+w /cms/dc/chr/queue
  • Follow the manual to setup the CMS ECHI package, typical parameters are provided
    • Enter the name of the computer to which to send call records (up to 256 characters): enter the IP address where AvayaECH installed 
    • Enter the full path of the program to transfer call history files (default: /cms/dc/chr/uucp_copy): press Enter to accept default value 
    • Enter the full path of the program to check the external call history file transmission (default: /cms/dc/chr/uucp_check):  press Enter to accept default value
    • Enter password for nuucp login on xxxxxxxx (up to 8 characters): 12345678
    • Enter CMS port for connection to xxxxxxxx (s-pde xxxx ): s_pdev000
    • Select a speed for this connection
      1) 19200
      2) 38400
    • Number of call segments to buffer for ACD xxxxxxx (0-99999): any value, 3000 is suggested
    • Use the extended ECH record format (y/n):(default: n) y
    • Start ECH in the on or off state: (default off) on

OVA File for Testing

centos

We have created a OVA file which you can deploy it to VirtualBox or VMware Workstation or Player for testing.  After deploying the OVA file, please modify the following for your own environment

  • IP address of the CentOS VM
  • Telnet to AvayaECHI console port 14016, update the program parameters for your environment
  • Once the changes are completed, reboot the VM

The username and password of the OVA VM is

  • OS : root/P@ssw0rd
  • MySQL: root/P@ssw0rd
  • AvayaECHI console: tcpgate/tcpgate01
  • Splunk URL: http://newIP:8000/

Installation (AvayaECHI)

  • I have recorded a video for Windows 2012 64bit OS, please watch this video for installation and Splunk Logging and this video for Database Logging
  • Download the Avaya ECHI Capturing Tool zip file here.
  • Follow the steps below to install the software.
    • Extract all the files into directory c:\program files\avayaechi
    • Open Windows Command Prompt (run as System Administrator if you are using Windows 7 or above), enter the following commands to register the program as Windows Service
      • cd c:\program files\avayaechi
      • avayaechi -i
    • Open ODBC Data Source Administrator, create a System DSN called AVAYAECHICFG for Microsoft Access Driver (*.mdb) and select avayaechi.mdb which is located in the directory c:\program files\avayaechi
      • Hint: make sure to create a System DSN instead of User DSN, otherwise the program will startup without proper parameters
      • If you are using 64 bit Windows OS, please use 32 bit ODBC Data Source Administrator
      • avayaechicfg
    • Open the Access file, edit the value of parameters echi_archive_dirsftp, that is the location for archived files. E.g. c:\\avayaechi\\
      • Hint: for the archive directory, make sure the format of double backslash (\\) is used because back slash is escape character in c++ and I’m lazy to modify it in my code.
      • You can edit the value of this parameter via the telnet console, the command is
        • update echi_archive_dirsftp c:\\avayaechi\\
    • Start the Windows Service avayaechi
    • Telnet to localhost and port number 14016, enter username tcpgate and password tcpgate01 to access the program console
    • Enter the following command in the program console to add CMS sftp information
      • add sftp 10.10.1.100 22 username encrypted_password /cms/dc/chr/queue/
      • Hint: The tool will connect CMS 10.10.1.100 via SSH by username and encrypted_password
      • Hint: The ECHI raw data is located at /cms/dc/chr/queue/ directory
    • Enter the following command, you will receive debug information
      • trace on asc
    • Enter the following command, you will get the help message
      • help

Import ECHI via SFTP interface 

  • This tool uses sftp to get ECHI raw data from Avaya CMS directory
  • Open the Access file, edit the following parameters
    • echi_archive_dirsftp
      • Hint: The archive directory for ECHI raw files. The default value is c:\\avayaechi\\
    • echi_sftpdir
      • Hint: The remote directory that contains the ECHI files. The default value is /cms/dc/chr/queue/
    • echi_sftpfilenameprefix 
      • Hint: The filename prefix for ECHI files. The default value is chr
    • echi_sftplicensekey
      • Hint: The license key to activate this feature and Splunk logging
  • Open the program console, add your sftp host by the following command
    • add sftp host port username password dir
      • Hint: host can be hostname or IP address
      • Hint: default port of SSH is 22
      • Hint: username that created by your administrator for ECHI retrieval over sftp protocol
      • Hint: encrypted password for sftp user. Use genpass command to generate an encrypted password
      • Hint: if dir is empty, the program uses the directory that specified in echi_sftpdir
  • Input the following command to test the connectivity of sftp
    • sftptest
      • Hint: Test sftp login using the parameters provided by the add sftp command
  • The program will connect to your sftp hosts by every 30 seconds and imports the data to database and Splunk

Import ECHI from a Local File or Directory

  • Enter the following command to import ECHI files from a local directory and archive them to archive directory at predefined interval
    • add scandir c:\\tmp\\ c:\\tmp\\archivedir\\
    • Hint: The import directory should not be the archived directory
  • Enter the following command to import ECHI file at once
    • import echifile c:\\tmp\\chr396.254
    • Hint: The import file should be prefixed by characters “chr”
  • Enter the following command to import all ECHI files in a directory at once
    • import echidir c:\\tmp\\
    • Hint:The import directory should not be the archived directory

Upload ECHI files to SFTP site 

  • Enter the following command to upload ECHI files to remote sftp site
    • add uploadsftp c:\\echi\\ c:\\echi\\archive\\ 192.168.1.101 22 username encryptpasswd description
    • Hint: upload ECHI files from c:\\echi\\ and backup the files in c:\\echi\\archive\\, the sftp site is 192.168.1.101, login using username and encryptpasswd

Delete ECHI Archive Files

  • Enter the following command to delete ECHI archive files over certain period of time
    • add retentiondir c:\\echi\\archive\\ 90 over90days 
    • Hint: delete the files in directory c:\echi\archive\ which the last modified day over 90 days

64 bit Windows System 

  • For 64 bit Windows system, please follow the steps below
    • Please download and install the Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package MFC Security Update http://www.microsoft.com/en-hk/download/details.aspx?id=26368, choose x86 version
    • Configure ODBC System DSN using
      C:\Windows\SysWOW64\odbcad32.exe
    • Stop the Windows firewall because it enables by default and I don’t have time to figure out what ports are required to open, you need to find it out yourself. AvayaECHI uses 14016 for telnet port.

Database Logging

  • The following SQL commands and screen dump are example for MySQL
  • Create database and user on the database server, use your own username and password please. The following is for example only
  • mysql -u root -p
  • create database echi;
  • create user 'tcpgate'@'localhost' identified by 'tcpgate';
  • create user 'tcpgate'@'%' identified by 'tcpgate';
  • grant all on echi.* to 'tcpgate'@'localhost';
  • grant all on echi.* to 'tcpgate'@'%';
  • flush privileges;
  • quit;
  • mysql -h localhost -u tcpgate -p echi < echi.sql
  • Define the following parameters for database logging feature
    • update parameter echi_remotedb_dsn AVAYAECHIDBCFG
      • Hint: the string AVAYAECHIDBCFG is the system DSN for the remote ECHI database
      • Hint: the following screen dump is an example for MySQL system DSN
    • update parameter echi_remotedb_username echi
      • Hint: the string echi is the username used to access the ECHI database
    • genpass
      • Hint: use this command to generate an encrypted password
    • update  parameter echi_remotedb_passwd encrypted-password
      • Hint: copy the encrypted password from the genpass command
    • update parameter echi_remotedb_table tECHI
      • Hint: the string tECHI is the table name of the ECHI database that stored the ECHI data
  • You can find the ECHI data in tECHI table
  • echidbcontent

Splunk Logging 

  • Create index for AvayaECHI
  • createindexechi
  • Create TCP input for AvayaECHI
  • tcpinputechi
  • Update parameter “echi_splunkhost”, for example
    • update parameter echi_splunk_host 192.168.1.100
  • Update parameter “echi_splunkport”, for example
    • update parameter echi_splunk_port 14016
  • Reload the configuration
    • reload 
  • Search the ECHI data in Splunk
  • echisplunksearch

CentOS 6.x Installation Guide

  • centos
  • The following is for CentOS 6 only
  • The executable file of 32bit version is “avayaECHI”, the 64bit version is “avayaECHI64”
  • Install the following packages
  • yum install mysql-server mysql libssh2
  • yum install mysql-connector-odbc unixODBC
  • wget http://download.fedoraproject.org/pub/epel/6/x86_64/epel-release-6-8.noarch.rpm
  • rpm -ivh epel-release-6-8.noarch.rpm
  • yum install libssh
  • Config and start MySQL
  • chkconfig mysqld on
  • service mysqld start
  • Create database and user
  • mysql -u root -p
  • create database echi;
  • create user 'tcpgate'@'localhost' identified by 'tcpgate';
  • grant all on echi.* to 'tcpgate'@'localhost';
  • flush privileges;
  • quit
  • mysql -h localhost -u tcpgate -p echi < echi.sql
  • Copy the following to /etc/odbc.ini file
    • [AVAYAECHICFG]
      Description = MySQL connection to AvayaECHI
      Driver = MySQL
      Server = localhost
      Port = 3306
      Database = echi
    • [AVAYAECHIDBCFG]
      Description = MySQL connection to AvayaECHI DB
      Driver = MySQL
      Server = localhost
      Port = 3306
      Database = echi
  • Create user and copy files
  • useradd avayaechi
  • mkdir /usr/local/avayaechi
  • cp AvayaECHI /usr/local/avayaechi
  • cp AvayaECHI64 /usr/local/avayaechi
  • chmod +x /usr/local/avayaechi/AvayaECHI
  • chmod +x /usr/local/avayaechi/AvayaECHI64
  • chown -R avayaechi.avayaechi /usr/local/avayaechi
  • mkdir -p /var/log/avayaechi/archive/
  • chown -R avayaechi.avayaechi /var/log/avayaechi
  • Auto start the daemon after server reboot for 32bit OS
  • echo "rm -f /tmp/avayaechi.log" >> /etc/rc.local
  • echo "su avayaechi -c '/usr/local/avayaechi/AvayaECHI'" >> /etc/rc.local
  • Auto start the daemon after server reboot for 64bit OS
  • echo "rm -f /tmp/avayaechi.log" >> /etc/rc.local
  • echo "su avayaechi -c '/usr/local/avayaechi/AvayaECHI64'" >> /etc/rc.local

CentOS 7.x Installation Notes

  • Check the MySQL ODBC link in /usr/lib64 directory
    • ln -s libmyodbc5a.so libmyodbc5.so
  • Check the MySQL socket link
    • if [ ! -L /tmp/mysql.sock ]; then  ln -s /var/lib/mysql/mysql.sock /tmp/mysql.sock ; fi
  • Please note that you must run ‘chmod +x /etc/rc.d/rc.local’ to ensure that this script will be executed during boot.

Uninstallation

  • Stop the Window Service avayaechi
  • Open Windows Command Prompt, enter the following commands to uninstall the program from Windows Service
    • cd c:\program files\avayaechi
    • avayaechi -u

Support and License

bcmsSVR 1.1.0 Released

Posted: October 7, 2014 in BCMS, News

7 Oct 2014, bcmsSVR 1.1.0 just released. This is the first release of the software, please contact me for a trial license key and your wish list. Please refer the support page for detail information. 

clintSVR 1.2.1 Released

Posted: October 4, 2014 in CMS, News

4 Oct 2014, clintSVR 1.2.1 just released. The release supports logging of all real time reports to database, you can get the real time data easily by querying the database directly. This release also fixed some minor bugs, please refer to the readme.txt file for detail information.