CMS Configuration

Adding a new CMS Login

Create an Administrator account. The VSM Probe requires access with Administrative rights. Add an account that when used provides access to the Solaris / Linux bash prompt.

Create CMS user account:

• SSH connect to the CMS and log in using your ‘cmssvc’ credentials or a ‘super user’ account.
• At the command prompt type “su root”
• When prompted enter the ‘root’ user password
• Use the command “useradd NAME” where NAME is the account name you want to create and hit enter
• Use the command “passwd NAME” where NAME is the account name you just created to set the account password and hit enter
• Enter the password then hit enter (you will need to do this twice)
• Enter the command “chage –M 99999 username NAME” where NAME is the account you just created and hit enter to set the CMS account password to not expire.
• Enter the command “usermod -g 1001 NAME” where NAME is the account you just created. This will add the new user to the CMS user group.

SNMP

SNMP is used to capture alarms raised by CMS. The VSM Probe Server must be added as a destination for SNMP traps.

SNMP is configured via the CMS management portal.

Configuring an Alarm Destination

Start the Alarm Origination Manager by running the following command:

/cms/aom/bin/aom_tool

The system displays the following messages. Enter the number associated with the Configure the Alarm Destination option, and press Enter:

CMS Alarm Origination Manager

The system displays the following message. Enter the number associated with the SNMP/SAL option, and press Enter:

CMS Alarm Origination Manager - SNMP

The system displays a list of SNMP configuration options. Enter the number associated with the Add an SNMP User option, and press Enter:

CMS Alarm origination Manager Add SNMP User

The system displays the input prompt for SNMP username. Enter the following details:

CMS SNMP User Field Description

CMS SNMP User Configuration

The following summary screen is presented. Press Enter to accept:

CMS SNMP User Summary

The system adds the SNMP user, then displays the following screen when done. Enter the number associated with the Add an SNMP connection option, and press Enter:

CMS Alarm Origination Manager Add SNMP Connection

Enter the number associated with NMS, and press Enter:

CMS Add Network Management System

The system displays the input prompt for the destination IP address. Enter the following details:

CMS SNMP Connection Field Description

CMS SNMP Connection Configuration

Enter y.

The following summary screen is presented. Press Enter to accept:

CMS SNMP Connection Summary

Press Enter.

The system adds the SNMP Connection, then displays the following screen when done:

SNMP Connection added

Enter q to quit, and press Enter.

Login to the VSM Web Portal. For the particular customer, select Availability Manager > Manage Alarms:

CMS Test INADS

The Test Alarm should show as an alarm. If not, trouble-shoot the configuration.

CMS External Call History (Optional)

If CMS is licensed for External Call History (ECHI) then this feed can be directed to VSM.

VSM will receive this feed via FTP.

You can check if the Handler is installed by checking if the /export/home/pserv/ech/ directory exists on the CMS server

The Transport of the ECHI Files to VSM can be either SFTP or FTP. If using SFTP please follow section 9.1.4.1 of this guide, if using FTP please follow section 9.1.4.2.

CMS ECHI Using SFTP

Modify the CMS Hosts File

You will need to add a hosts file entry on the CMS Server for the VSM Collector.

Modify the /etc/hosts file and add an entry to match the IP address of your VSM Collector servers IP address.

e.g.

191.168.10.1   virsaehost

Create the SSH Key on the CMS Server

Log on to the CMS Server Shell using an account with administrative privileges (for Example, CMSSVC)

Generate an SSH key file using the ssh-gen utility. Execute the following command:

ssh-keygen –t rsa –f /cms/dc/chr/virsae_echi.key

When the command executes, it will prompt you for a passphrase. At this point just hit enter and again when it asks for a confirmation.

CMS Server Shell

This will create an identification file and a public key file in the /cms/dc/chr directory.

The contents of the public key file will need to be copied and used to create the VSM SFTP user. Use the “cat” command to gather the contents of the public key file.

cat /cms/dc/chr/virsae_echi.key.pub

CMS Server Shell data

Copy the text starting with “ssh-rsa” and ending with the two ‘=’ characters. This data is needed for the creation of the SFTP user account in VSM covered in section 2.3

Create the ECHI SFTP User Account in VSM

Login to the VSM Portal and navigate to ‘Service Desk> Equipment Locations’, Right click on the location you need to add the user account to and select ‘Manage Location’, then Click on the ‘File Transfer’ tab.

Web Portal – Manage Location

Ensure that ‘Enable SFTP’ and ‘Enable SCP’ are checked and then at the bottom of the page populate the ‘User Name’ field with the name used for the SSH key in section 2.2 (virsae_echi), add a password in the ‘Password’ field, set ‘Protocol’ to ‘SFTP/SCP’, set ‘Upload Type’ to ‘CMSCallHistory’, and paste the SSH Key from section 2.2 into the ‘Public Key’ field.

Web Portal – Create SFTP User

Once populated click on the + button to the right and once that is complete click on ‘Save’ at the bottom of the page.

Modify SSH_Config

To associate the SSH key you created with the SFTP username on the VSM server you will need to add an entry to the /etc/ssh/ssh_config file.

Edit the ssh_config file and add an entry above the line reading ‘Host *’. Replace {HOSTNAME} in the example below with the Hostname you entered in your /etc/hosts file e.g. virsaehost.

Host {HOSTNAME}
	IdentityFile /cms/dc/chr/virsae_echi.key

Test SFTP session from the CSM server

Once the CMS and VSM configuration has been completed you can test it will work by initiating an SFTP session to the Virsae Collector from the CMS Server.

Login to the CMS Shell with a privileged account e.g. CMSSVC.

Run the command shown below but replace the last parameter with the SFTP Username and the Hostname you added to the hosts file or the IP address of the VSM Collector.

sftp {SFTP Username}@{HOSTNAME or IP ADDRESS of VSM Server}

You may be prompted for the Key file passphrase, just hit enter, then if successful you should have the SFTP prompt from the VSM Server.

sftp>

Type ‘exit’ to close the sftp connection.

Configure ECHI Handler for SFTP

On the CMS Server open the /export/home/pserv/ech directory, in this directory you should have an ech.conf file.

Edit the ech.conf file, find the section that begins with:

### Second Explorer/Analyzer or ISM data feed configuration items ###

Populate the entries below this line as per the table below:

CMS ECHI Field Descriptions for SFTP

Example below:

### These items are for the second NICE Analyzer binary data feed.
ISM_READY=yes            # Is there a second Explorer/Analyzer or an ISM?
ISM_XML=no               # The second binary feed is to Analyzer?
ISM_SYNONYMS=no          # The second binary feed is to Explorer2?
ISM_EXPLORER1=no         # The second binary feed is to Explorer1?
ISM_HOST_NAME=virsaehost # must be in /etc/hosts
ISM_USER_ID=virsae_echi  # FTP user ID
ISM_USER_PW=virsae123    # FTP user password
CD=no                    # Normally 'yes'.  But if we are sending to a system
                         # where we do NOT need to 'cd' to another directory,
                         # make this 'no'.
ISM_SSH=yes              # If 'yes', use 'sftp' instead of 'ftp'.

Once complete save this file.

Check the ISM_FTP script

Some versions of the ECH Handler on CMS Server are missing an entry in the /export/home/pserv/ech/ism_ftp file. This missing entry means that the ‘CD=No’ parameter entered in the ech.conf file is not respected and the sftp transfer will fail.

Use cat to view the contents of the ism_ftp file and look for the section dealing with SFTP.

Below is the correct version. If your ism_ftp file matches this and contains the ‘if [ $CD = yes ]’ argument then you do not need to make any changes.

  # If using 'sftp' in lieu of 'ftp'
  if [ $ISM_SSH = yes ]
  then
    if [ $CD = yes ]
    then
      # SFTPto SSH Server
      $SFTP -o PasswordAuthentication=no -o BatchMode=yes ${ISM_USER_ID}@$ISM_HOST_NAME <<-[]> $ftplog 2>&1
                cd $ToDir
                put $FileName
                quit
                []
    else
      $SFTP -o PasswordAuthentication=no -o BatchMode=yes ${ISM_USER_ID}@$ISM_HOST_NAME <<-[]> $ftplog 2>&1
                put $FileName
                quit
                []
    fi

    # SFTP ran - Stop the child timer process
    kill -9 $childpid >/dev/null 2>&1

    # Confirm that the file transfer worked
    check=`egrep -i "Bad|Unable|illegal|syserr|failed|Abort|password|passphrase|no more|denied|invalid|no such|refused|error|protocol error" $ftplog | egrep -v "FIPS integrity verification test failed" `
    if [ "$check" = "" ]
    then
      rm -f $FileName
      logit "SFTP - OK"
    else
      logit "SFTP - Failed"
    fi
  fi
done

However if your ism_ftp file is missing the ‘if [ $CD = yes ]’ argument and looks like the file below, then you will need to remark out the line showing ‘cd $ToDir’:

  # If using 'sftp' in lieu of 'ftp'
  if [ $ISM_SSH = yes ]
  then
    # SFTPto SSH Server
    $SFTP -o PasswordAuthentication=no -o BatchMode=yes ${ISM_USER_ID}@$ISM_HOST_NAME <<-[]> $ftplog 2>&1
                cd $ToDir
                put $FileName
                quit
                []

    # SFTP ran - Stop the child timer process
    kill -9 $childpid >/dev/null 2>&1

    # Confirm that the file transfer worked
    check=$(egrep -i "Bad|Unable|illegal|syserr|failed|Abort|password|passphrase|no more|denied|invalid|no such|refused|error|protocol error" $ftplog | egrep -v "FIPS integrity verification test failed" )
    if [ "$check" = "" ]
    then
      rm -f $FileName
      logit "SFTP - OK"
    else
      logit "SFTP - Failed"
    fi
  fi
done

Example below with remark:

  # If using 'sftp' in lieu of 'ftp'
  if [ $ISM_SSH = yes ]
  then
    # SFTPto SSH Server
    $SFTP -o PasswordAuthentication=no -o BatchMode=yes ${ISM_USER_ID}@$ISM_HOST_NAME <<-[]> $ftplog 2>&1
            #    cd $ToDir
                put $FileName
                quit
                []

    # SFTP ran - Stop the child timer process
    kill -9 $childpid >/dev/null 2>&1

    # Confirm that the file transfer worked
    check=$(egrep -i "Bad|Unable|illegal|syserr|failed|Abort|password|passphrase|no more|denied|invalid|no such|refused|error|protocol error" $ftplog | egrep -v "FIPS integrity verification test failed" )
    if [ "$check" = "" ]
    then
      rm -f $FileName
      logit "SFTP - OK"
    else
      logit "SFTP - Failed"
    fi
  fi
done

Once you have remarked this line, save the ism_ftp file.

The CMS ECHI Feed to VSM using SFTP setup is now complete.

CMS ECHI Using FTP

Modify the CMS Hosts File

You will need to add a hosts file entry on the CMS Server for the VSM Collector.

Modify the /etc/hosts file and add an entry to match the IP address of your VSM Collector servers IP address.

e.g.

191.168.10.1   virsaehost

Create the ECHI FTP User Account in VSM

Login to the VSM Portal and navigate to ‘Service Desk> Equipment Locations’, Right click on the location you need to add the user account to and select ‘Manage Location’

Web Portal – Manage Location

Click on the ‘File Transfer’ Tab

Create FTP User

Ensure that ‘Enable FTP’ is checked and then at the bottom of the page populate the ‘User Name’ field with an appropriate username e.g. virsae_echi, add a password in the ‘Password’ field, set ‘Protocol’ to ‘FTP’, set ‘Upload Type’ to ‘CMSCallHistory’.

Once populated click on the + button to the right and once that is complete click on ‘Save’ at the bottom of the page.

Test FTP session from the CMS Server

Once the CMS and VSM configuration has been completed you can test it will work by initiating an FTP session to the Virsae Collector from the CMS Server.

Login to the CMS Shell with a privileged account e.g. CMSSVC.

Run the command shown below but replace the last parameter with the FTP Username and the Hostname you added to the hosts file or the IP address of the VSM Collector.

ftp {FTP Username}@{HOSTNAME or IP ADDRESS of VSM Server}

You will be prompted for the ftp account password, enter this and then if successful you should have the FTP prompt from the VSM Server

ftp>

Type ‘exit’ to close the ftp connection.

Configure ECHI Handler for FTP

On the CMS Server open the /export/home/pserv/ech directory, in this directory you should have an ech.conf file.

Edit the ech.conf file, find the section that begins with:

### Second Explorer/Analyzer or ISM data feed configuration items ###

Populate the entries below this line as per the table below:

CMS ECHI Field Descriptions for FTP

Example below:

### These items are for the second NICE Analyzer binary data feed.
ISM_READY=yes            # Is there a second Explorer/Analyzer or an ISM?
ISM_XML=no               # The second binary feed is to Analyzer?
ISM_SYNONYMS=no          # The second binary feed is to Explorer2?
ISM_EXPLORER1=no         # The second binary feed is to Explorer1?
ISM_HOST_NAME=virsaehost # must be in /etc/hosts
ISM_USER_ID=virsae_echi  # FTP user ID
ISM_USER_PW=virsae123    # FTP user password
CD=no                    # Normally 'yes'.  But if we are sending to a system
                         # where we do NOT need to 'cd' to another directory,
                         # make this 'no'.
ISM_SSH=no               # If 'yes', use 'sftp' instead of 'ftp'.

Once complete, save this file.

The CMS ECHI Feed to VSM using FTP setup is now complete.

Web Portal Configuration

Add CMS

Login to the VSM web portal using your credentials and password.

For your customer, select Service Desk > Equipment Locations. Right-click on the Equipment Location (Appliance) that will serve this particular CMS and select ‘Manage Equipment’

At the bottom of the ‘Manage Equipment’ page click on the ‘Add Equipment’ Button

A form will open which you can populate with the equipment details as per the table below. 

Select the Vendor ‘Avaya’ and Product ‘Call Management System’.

Web Portal – Add Equipment

If you are adding more than one piece of the same equipment type check the ‘Add another’ box at the bottom of the form and the bulk of the configuration will be carried over for the next item.

Web Portal – Add CMS Field Description

Web Portal - CMS Configure Equipment

Complete the Equipment tab and then click on the ‘SNMP Query’ tab.

Click on the down arrow, and select the SNMP version you wish VSM to use for querying the CMS:

SNMP V1 or V2

Web Portal – CMS SNMP V1/V2 Query

CMS SNMP V1/V2 Field Descriptions

SNMP V3

Web Portal – CMS SNMP V3 Query

CMS SNMP V3 Field Description

Once all fields are populated Click on the Test Access button. This will test that VSM can connect to the CMS using the settings you have entered:

Web Portal – CMS Test Access

Both SSH and SNMP should return success. If not, trouble-shoot the configuration.

Once testing is successful, click Add.