AVAYA-SESSION-MANAGER Voip technology integration

ServicePilot voip-avaya-session-manager

# Avaya Session Manager


The ServicePilot Avaya Session Manager package collects information for Avaya Session Managers.


The Avaya Session Manager package uses SNMP to query Avaya Session Managers. The statistics gathered in this way include:

  • CPU, Disk, Memory and Process utilization
  • Network interface statistics

The Avaya Session Manager package will also configure the ServicePilot Agent to collect CDRs using SFTP from the SM. These details are used as the basis for call statistics.


  • Network Flows - It is necessary to ensure network connectivity between ServicePilot and the monitored device. In case of a network infrastructure with a firewall, all of the following flows must be opened:

    • UDP/161 (SNMP): Between ServicePilot Manager and Avaya Session Manager management IP address
    • ICMP/Echo Request (Ping): Between ServicePilot Manager and Avaya Session Manager management IP address
    • ServicePilot Manager Web server access (by default TCP/80 when using HTTP or TCP/443 when using HTTPS although this port is configurable): Between ServicePilot Agent and ServicePilot Manager
    • TCP/22 (SSH-SFTP): Between ServicePilot Agent and Avaya Session Manager management IP address
    • UDP/162 (SNMP Trap): (Optional) Between Avaya Session Manager management IP address and ServicePilot Agent
  • Third Party Configuration

    • SNMP configured for each Avaya Session Manager from the Avaya System Manager (Security: SNMP v3 SHA-DES read-only access from the ServicePilot Manager IP address)
    • Configure the Session Manager to collect and make available CDR records in the 'Enhanced Flat File' format with 'User to User Calls' and 'Incomplete Calls'
    • See Avaya Application Notes for details
  • ServicePilot Requirements

    • ServicePilot Manager minimum version: 8.5
    • ServicePilot Agent minimum version: 8.5 installed and configured
    • A Avaya RTCP Call Quality resource imported into the configuration for the ServicePilot Agent
    • A Call Quality by Zone Or Network resource imported into the configuration for the ServicePilot Agent


Before adding a resource to monitor, make certain that all pre-requisites are in place and if a ServicePilot Agent is required, that it is communicating correctly with the ServicePilot Manager.

Add resource using Views Configuration web interface

  1. As an administrative user of ServicePilot, open the ServicePilot web interface.
  2. Navigate to Administration. The Configuration > Views web page will open.
  3. Click on the view in which to place the new resource in the Views hierarchy on the left of the interface. The View editor section will show the existing view contents.
  4. From the Packages list on the right of the interface, click and drag the voip-avaya-session-manager package into the View editor and let go.
  5. The Resource properties dialog box will open to allow resource configuration.
  6. Click OK to close the Resource properties dialog box. Note that the dialog box will not close if required parameters are not set.
  7. Click Save to apply the new resource to ServicePilot configuration.

Key field notes

In the Monitoring Policies tab, specify the policy or policies to apply to the resource

  1. Basic Parameters tab:

    1. IP address: Specify the IP address of the Avaya Session Manager, as resolvable by the machine on which ServicePilot Manager is running
  2. Interfaces tab:

    1. Auto Discover Interfaces: Set it on to get statistics for interfaces
    2. {Optional} Ignored Interfaces names separated with '|': Specify the name(s) of interface(s) to be excluded from the monitoring
    3. {Optional} Allowed Interfaces names separated with '|': Specify the name(s) of the interface(s) to be included in the monitoring

      Note: Each element of the ignored/allowed interface lists is a regular expression as defined by Like Operator (Visual Basic)

  3. CDR Monitoring tab:

    1. Collect CDR Records: select Yes/No to enable/disable collection of CDR records
    2. Customer Name (matching Avaya VoIP Customer Name): If ServicePilot has been set up in multi-tenant environment, then the customer name is to be presented here, otherwise this field is to be left blank.
    3. SFTP Password: Specify the password to access the SFTP to download the CDRs
    4. SFTP Path: Path on the Avaya Session Manager containing the CDR files. / in older systems and /CDR_files in newer systems.
      1. Delete downloaded CDRs: If enabled, once the downloaded CDR files are processed by the ServicePilot Agent they will be deleted from the ServicePilot Agent server.
    5. External extension pattern: A pipe separated list of Like Operator patterns to Specify an extension as external to the enterprise. Starting the list with an ! will reverse the meaning, so then list internal extensions instead (Default: 0|+). See the Like Operator (Visual Basic).
    6. Mask Extensions: Tick to enable extension masking.
    7. Number of trailing digits to mask: Number of trailing digits to mask.
    8. Length of number...: Length of the number at which digit masking takes effect.


  1. ServicePilot does not support the extended CDR formats of the Avaya Session Manager.

  2. If too many attempts are made by ServicePilot to connect using SSH-SFTP to the Avaya Session Manager with an incorrect password then the Session Manager will block further connection attempts even if the password is corrected. Use a root login on the Avaya Session Manager to run commands to reset the incorrect password connection tally.

     ```pam_tally2 --user CDR_User pam_tally2 --user CDR_User --reset```



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