Avaya is committed to delivering our clients a proactive support experience. While we will always be here for our clients when an Avaya solution has an issue, we strive to detect those issues and resolve them before our clients are aware of the problems themselves. In order to deliver this level of support, we require remote connectivity via Avaya Secure Access Link (SAL) to those Avaya products. Not only does this allow Avaya engineers to remotely connect to those systems and run diagnostics, it allows those products to send alarms to Avaya to be resolved.
1. Deploy one or more Secure Access Link (SAL) Gateways on your premise
a. SAL Gateways are considered customer-installable.
b. Avaya Professional Services and Authorized Business Partners also will implement for a fee.
c. Quick Start Guide for Installing a Standalone SAL Gateway
2. Validate that your deployed SAL Gateways are pointed to the appropriate servers
a. For Avaya Direct support, those servers are:
i. Secure Access Concentrator Core Server: secure.alarming.avaya.com at port 443
ii. Secure Access Concentrator Remote Server: remote.sal.avaya.com at port 443
b. For those customers working directly with an Avaya Authorized Business Partner, please check with them to see whether you should be using Avaya’s URLs or the partner’s own URLs
3. Validate that all eligible devices (CM, AES, Session Manager, Experience Portal, etc.) have healthy remote connectivity
a. A full SEID report may be run at https://acsbi.avaya.com by your Avaya or Business Partner account team (video)
b. To test an individual device, you may use the Healthcheck tool at https://secureservices.avaya.com/osm-phs/views/home.xhtml
4. Validate that all eligible devices (CM, AES, Experience Portal, etc.) are properly sending alarms back to Avaya EXPERT SystemsSM
a. To test an individual device, you may use the Healthcheck tool at https://secureservices.avaya.com/osm-phs/views/home.xhtml
5. For those devices needing it, add them as managed elements in your SAL Gateway(s) using this how-to article.
6. When a device is decommissioned in your environment, be sure to remove that managed element for any associated SAL Gateways (more)
