ReliaTel Implementation Overview Version 1.0.0 © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Table of Content Implementation Process Overview .........................................................................3 Client Discovery ......................................................................................................................... 4 Client Device and User Information ....................................................................................... 4 DAP Solutions Overview .........................................................................................6 Connectivity Options .................................................................................................................. 7 DAP Hardware and Software...................................................................................................... 8 Small DAP Recommendation ................................................................................................. 8 Large DAP Hardware Specifications ...................................................................................... 9 Remote Site DAP Deployment Guidelines ................................................................................. 9 Customer Site Physical Expectations...................................................................................... 9 Outbound Firewall Ports ....................................................................................................... 10 Estimated Outbound Bandwidth Calculator ......................................................................... 10 Remote DAP Installation and Configuration ............................................................................ 11 ReliaTel Entity and User Configuration ..............................................................11 Center and Entity Configuration ............................................................................................... 11 Entity Configuration Quick Start Guide ............................................................................... 11 User Configuration.................................................................................................................... 12 ReliaTel User Acceptance Testing ........................................................................12 ReliaTel Operator/Functionality Training ..........................................................12 © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Implementation Process Overview ReliaTel Implementation Process Steps and Ownership Action Client Discovery - Client Requirements for RLT functionality MSP Client X X TONE Device Types Confirm RLT Foundation Kit availability X RLT functionality required to monitor device X X Estimate Network Bandwidth required for each device – DAP Server Sizing X X Complete Entity Administration Form X X Service Level Agreement Review Event thresholds and notification requirements X Complete User Administration Form X X Remote DAP (probe) requirements Network Configuration & Load review X X ReliaTel Implementation Remote DAP Installation & Configuration Install SW on Remote DAP System X Install DAP system & validate connectivity to RLT Application Server X X Entity (device) Configuration Center/Subcenter (Device Grouping/Categories) configuration based on SLA & operational reqs X Entity Creation – Install Foundation Kits X Configure devices to route data to remote DAP X Configure Entity parameters for all functionality based on Entity Administration form X Customize event management based on client requirements X User Configuration – setup user notification X ReliaTel Reports Configuration X X X X X User Acceptance Testing Validate Connectivity & Alarming X X Validate RLT functionality X X ReliaTel Functionality Training (as needed) X © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Client Discovery Prior to deploying a new customer on the ReliaTel platform, a client survey needs to occur to determine the level of effort to on board and identify which ReliaTel features will need to be configured to meet the client needs. The following information will assist in determining the correct ReliaTel configuration: Discovery Information Identify devices to be monitored ReliaTel Resources http://www.tonesoft.com/Support_and_Service s/reliatel_foundation_kits.php New Foundation Kit Request Form: Foundation Kit Request Form.doc Network topology and requirement Firewall Port Requirements: RLT 4.x Firewall Port Requirement.xlsx Determine network bandwidth and traffic volume of each device ReliaTel Features that are required: Fault and Performance Monitoring VoIP and QoS Monitoring Capacity and Utilization Reports Alarm Notification Alarm Knowledgebase Access Plus Playback Client Service Level Agreement Review DAP Solutions Overview section below SLA will map to how the client’s ReliaTel subcenters and users will be configured. Review parameters required in the Entity & User Administration forms below. Client Device and User Information The following forms are provided to each client to obtain device connectivity and monitoring information for implementation: © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Entity Information: Entity Administration Form – Nortel CCMA, CCT Entity Administration Form – Nortel CallPilot Entity Administration Form – Nortel Call Server, Signaling Server Entity Administration Form – Nortel CS1000 or CS2100 Entity Administration Form – Standard Entity Administration Form - Nortel CCMA,CCMS,CCT.xls Entity Administration Form - Nortel CallPilot.xls Entity Administration Form - Nortel Call Server, Signaling Server.xls Entity Administration Form - Nortel CS1000 or CS2100.xls Entity Administration Form - Standard.xls User Information: User Administration Form User Administration Form.xls To assist the client in providing the correct data, please refer to the ReliaTel Entity and User Administration Guide. ReliaTel Entity & User Administration Guide.pdf © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. DAP Solutions Overview ReliaTel's Remote DAP (Data Acquisition Point) securely collects diverse performance, health, and fault data from any device or application within a confined network environment and facilitates complete ReliaTel Monitoring and Management functions at remote locations for: Fault Management Performance Management Automation VoIP QoS Analysis The DAP is designed to provide ReliaTel Monitoring and Management Host with a standardized stream of data from the target entities within the confined network environment. UC Application Servers SBC Customer Site ReliaTel DAP Central Hosted Server Environment Routers/ Switches IP Phone IP PBX IP UC Application Servers ReliaTel Monitoring and Management System SBC Customer Site ReliaTel DAP Routers/ Switches IP Phone IP PBX Once collected, the entity data is securely routed using industry standard encryption methods outside the confined network to the ReliaTel host for real-time analysis, fault detection, alarming, notification, automation, reporting, VoIP QoS and logging within the ReliaTel database. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. The DAP also provides a unified method of remote access to the diverse data sources within the confined network for maintenance and troubleshooting activities to further streamline operations and expedite problem resolution. The ReliaTel DAP subsystem can exist as a stand-alone low-cost server or as a virtualized instance utilizing VMWare. The DAP configuration is highly adaptable, enabling a single DAP to connect with many devices and/or applications regardless of protocol or location. Once deployed, remote DAPs can be centrally monitored and upgraded by the ReliaTel Monitoring and Management host system. Connectivity Options The ReliaTel DAP provides multiple connectivity options to seamlessly fit within any environment and communicate with all devices and/or applications using the most appropriate, efficient connectivity method and protocol native to each specific target entity such as: Telnet SSH Dial-up SNMP Serial RS-232 Syslog AXL Many others Once connected, the ReliaTel DAP maintains constant communication with the ReliaTel host to ensure all data collected by the DAP is immediately sent to ReliaTel for real-time analysis and appropriate action. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. DAP Hardware and Software Small DAP Recommendation Monitoring Capabilities: 1 PBX with up to 200 total handsets 10 additional SNMP devices 150 simultaneous streams for AVAYA RTCP VoIP QoS Small DAP Hardware Specification: Recommended Hardware - HP ProLiant N40L 2GB 1x250GB MicroServer Processor AMD Turion II Model Neo N40L Hard Drive 250GB Memory 2GB OS CentOS 5.x 64 bit Linux Operating System Expansion Slots 2 Network Controller 1GbE NC 107i 1 Port Power Supply 150W Dimensions Ultra Micro Tower measuring 10.5 x 8.3 x 10.2" © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Large DAP Hardware Specifications Recommended Monitoring Specifications 10 PBXs 100 SNMP Capable Devices 5000 Simultaneous streams for Avaya RTCP VoIP QoS Recommended Minimum DAP Hardware Specifications Sample Hardware - Dell PowerEdge R320 Rack Server Processor Intel Xeon E-2407 Quad-Core Processor, 2.20 GHz Hard Drive Usable 500GB in Raid 1 or 5 Configuration Memory 8GB OS CentOS 6.x 64 bit Linux Operating System Expansion Slots 2 Network Controller On-Board Dual Gigabit Network Adapter Power Supply 350W Redundant Power Supply Rails 2/4 Static Post Rails Dimensions 1.67" H x 17.1" W x 15.5" D Remote Site DAP Deployment Guidelines Customer Site Physical Expectations Deployment of remote ReliaTel DAPs requires physical and networking setup by the client to ensure local requirements are met. 1. Physical space for the selected DAP hardware component (Rack Space for a 1U/2U/3U Server etc...) 2. Sufficient power for the selected DAP hardware component available at the rack location 3. Minimum of 1 network cable connection with access to both the internal monitored devices and access to the external ReliaTel Application server © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Outbound Firewall Ports DAPs establish an outbound tunnel connection to the central ReliaTel Application server to provide bi-directional monitoring capabilities to the remote client devices. As a result, the remote client site requires only outbound access to the central ReliaTel Application Server on the following default ports: 8004 8081 61617 Estimated Outbound Bandwidth Calculator The estimated bandwidth required to perform monitoring of the remote sites can vary based on the volume and type of traffic, however the following guidelines can be utilized to estimate the maximum required concurrent outbound bandwidth: Value Quantity Calculation Total RTCP VoIP QoS Traffic Maximum concurrent VoIP RTP Streams (Assuming a bursty event occurring in a 30 second interval). 400 bytes per second per RTP stream x Maximum concurrent VoIP RTP Streams Estimated calculation of bytes per second is the absolute maximum bandwidth required. This assumes all data received in 1 second. However, if a reduced data pipe is required, the maximum allowable time for RTCP data retrieval is within a 5 second window, so the nominal bandwidth requirements can be divided by 5 seconds. Certainly the faster the data pipe the better the performance and reduced chance of data lag. SNMP Traps/Queries Total number of 1K bytes / trap / device monitored SNMP devices (Assuming 1 trap per device concurrently in a bursty event) Total number of Avaya 4K bytes / Avaya Media Server S8xxx Media Server S8xxx (Load occurs hourly) Performance Reporting Traffic © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Remote DAP Installation and Configuration A comprehensive Remote DAP installation and configuration manual is available. Remote DAP Installation and Configuration v7 - Cloud.doc ReliaTel Entity and User Configuration Center and Entity Configuration Centers provide the way to organize the client’s group of devices. The most common grouping methods are geographic location, department, device types or a hierarchical structure of the centers depending on the service level agreements of each client. There are no limitations as to the number of centers or sub-centers that can be configured. Tone’s Technical Services group will work closely with you to map the center and sub-centers architecture that will best meet your SLA needs for your various clients. How each event is managed, the thresholds, escalation and user notification can be handled on a center level or by device types (or device class). Entities are the client devices that will be managed or monitored. Through the parameters created for each entity the data is formatted and presented in the Alarms List, Performance and Voice Quality dashboards, and also made available for reports. Entity Configuration Quick Start Guide To assist with ongoing client on-boarding to the ReliaTel platform, an Entity Configuration Quick Start Guide can be referenced. The process of deploying new entities is seamless and can be completed through ReliaTel’s GUI Administration feature. Nortel Entity Configuration Quick Start Guide v3.docx Additional information relating to Centers, Classes and Entities are available in the following ReliaTel Basic Administration’s training modules: ReliaTel Basic Administrator - Classes & Daps © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ReliaTel Basic Administrator – Adding Centers ReliaTel Basic Administrator – Entities You may contact Tone’s Technical Support group at support@tonesoft.com to obtain these modules. User Configuration ReliaTel users need to be configured to determine the appropriate notification process of events and a mechanism to deliver ReliaTel reports. All user related information required to fully configure the user should be collected with the ReliaTel User Administration Form. You may reference the ReliaTel Administration User’s and Notification Training materials. ReliaTel Basic Administrator – Adding Users ReliaTel Basic Administrator – Coverage and Notification You may contact Tone’s Technical Support group at support@tonesoft.com to obtain these modules. ReliaTel User Acceptance Testing Once the client’s ReliaTel configuration is completed User Acceptance Testing (UAT) should be scheduled to validate production readiness of ReliaTel’s monitoring and management for the client. The UAT matrix should contain all of the requirements required for monitoring and management. For reference purposes, attached is a UAT Matrix template that can be utilized. UAT Matrix Template.xlsx ReliaTel Operator/Functionality Training ReliaTel’s Basic Operator’s training materials are available from Tone Software. These training modules can be obtained by contacting Tone’s Technical Support Group at support@tonesoft.com. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.