Related Manuals for Lucent Technologies CentreVu Release 3 Version 8 High Availability
Summary of Contents for Lucent Technologies CentreVu Release 3 Version 8 High Availability
- Page 1 CentreVu Call Management System Release 3 Version 8 High Availability User Guide 585-210-931 Comcode 108502204 Issue 1 June 2000...
- Page 2 Lucent Technologies National Customer Care Center telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result Lucent Technologies provides a telephone number for you to use to report from such unauthorized use.
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Page 3: Table Of Contents
CentreVu CMS R3V8 High Availability User Guide CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration Table of Contents Preface Overview . Scope Organization . Conventions . Related Documents If you have a problem . Provide information 1: Introduction Overview . - Page 4 CentreVu CMS R3V8 High Availability User Guide 3: User Scenarios Agent Trace - Modification Base Load Upgrades with High Availability . Call Work Codes . Change Agent Skills . Custom Reports . Designer Reports . Dictionary Changes . Exceptions . External Call History - Turning on and off .
- Page 5 CentreVu CMS R3V8 High Availability User Guide A: Backup & Restore Procedures . CMS Backup Strategy. Labeling the backup volume . Backup information format . How to interpret backup information . B: Items excluded from a CMSADM backup . C: Items backed up during a Full Maintenance backup . D: Restore Characteristics of Different Data Types E: What to do if a CMS Server Fails.
- Page 6 CentreVu CMS R3V8 High Availability User Guide...
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Page 7: Preface
Preface CentreVu CMS R3V8 High Availability User Guide Overview Preface Overview This document is written for customers who purchase the High Availability feature of the CentreVu® Call Management System (CMS). Scope This document contains a variety of procedures to help you maintain your CMS High Availability system. -
Page 8: Conventions
CentreVu CMS R3V8 External Call History Interface (585-210-912) If you have a If you have a problem with a CentreVu® CMS High Availability configuration, call the Lucent Technologies Customer Care Helpline at problem (800) 242-2121 to report the problem and obtain a case number. For customers outside the United States and Canada, please contact your local Lucent distributor or representative. -
Page 9: Provide Information
Lucent Technologies representative can contact you about the problem The installation location (IL) number The IL number is a 10-digit number from a Lucent Technologies database that helps identify the details of your CentreVu® CMS High Availability installation and environment . - Page 10 Preface CentreVu CMS R3V8 High Availability User Guide Overview...
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Page 11: 1: Introduction
Introduction CentreVu CMS R3V8 High Availability User Guide Overview Chapter 1: Introduction Overview The primary purpose of the CMS High Availability offer is to ensure an uninterrupted data stream between the DEFINITY ECS and the CMS system, which is achieved by connecting two CMS servers at one site to one DEFINITY®... - Page 12 Introduction CentreVu CMS R3V8 High Availability User Guide Overview The CMS HA option allows the following server switch-over options: 1. No switch-over If you do not require continuous access to your CMS data, you can elect not to switch-over to the secondary server after the primary server experiences a major failure event.
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Page 13: Dual Acd Links
Introduction CentreVu CMS R3V8 High Availability User Guide Overview Dual ACD Links Duplicate hardware is a key component of the High Availability system. The function of the duplicate hardware is to eliminate a single point of failure in order to prevent data loss due to hardware failures. The dual ACD link feature addresses ACD link failures and builds on the increased ACD link reliability provided by TCP/IP. -
Page 14: Hardware Platforms
Introduction CentreVu CMS R3V8 High Availability User Guide Overview Hardware CMS HA is supported on the following platform combinations: Platforms Sun Ultra 5 - Ultra 5 † Sun Enterprise 3000 - Enterprise 3000 Sun Enterprise 3500 - Enterprise 3000 Sun Enterprise 3500 - Enterprise 3500 Note: For HA systems in which Enterprise 3000 and 3500 servers are combined, the 3500 server should be designated as the primary HA... -
Page 15: Increased Data Availability
Introduction CentreVu CMS R3V8 High Availability User Guide Overview b. non-disruptive R3 migration - non-disruptive R3 migration is the ability to perform any of the R3 migrations with data collection turned on during the entire migration process. R3 migration is critical to synchronizing data during the upgrade process (e.g., R3V6 to R3V8 or R3V8.1 to R3V8.2 when database schema changes are required). - Page 16 Introduction CentreVu CMS R3V8 High Availability User Guide Overview 3. Power failures: The Primary and Secondary servers should be separately connected to individual Uninterruptible Power Supplies (UPS) on separate protected power circuits. This configuration ensures that both servers will not be simultaneously disabled due to a localized power failure.
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Page 17: 2: Primary And Secondary Cms Servers
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers Chapter 2: Primary and Secondary CMS Servers Primary versus Secondary CMS servers When the CMS High Availability offer is installed at your location, you designate one CMS server to be the “Primary”... -
Page 18: Cms Ha Server Maintenance
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers It is strongly recommended that no users are logged into the Secondary Caution CMS server while the Primary CMS server is operational. If the Primary CMS server experiences a failure event, your ability to switch CMS users over to the Secondary server will depend on your site-specific specific switch-over strategy, as discussed in... -
Page 19: Cms Recovery Kit
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers CMS Recovery Purpose The recovery kit consists of the backup media and original software that the Lucent Service organization needs to restore service to your system when problems occur. -
Page 20: Connectivity Considerations For Cms Server Switch-Overs
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers HA Server Required/ Software Component Platform Optional Open Database Connectivity (ODBC) software Optional Visual Vectors server software Optional * Informix is a registered trademark of Informix Software, Inc. †... -
Page 21: Admin Operations That Are Auto-Synchronized By The Switch
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers Admin Some of the CMS administration changes made on either of the HA servers will be automatically synchronized on the other server via the operations that Definity switch. - Page 22 Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers Scripting & Timetables Create Supervisor scripts (from a supervisor login) Scheduling of Time Tables Note on timetable scheduling: The Timetable window includes the following run options: This timetable will run on this or another CMS server <...
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Page 23: Admin Operations Synchronized By Backups And Restores
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers Admin The following CMS administration operations can be synchronized between the two HA servers by backing up the CMS server on which the operations operation was performed and restoring the backup to the other server. -
Page 24: Operations That Require Data Collection To Be Turned Off
Primary and Secondary CMS Servers CentreVu CMS R3V8 High Availability User Guide Primary versus Secondary CMS servers Shortcuts – additions or modifications to existing User Permissions ACD Access Feature Access Main Menu Addition Access Split/Skill Access Trunk Group Access User Data Vector Access VDN Access Operations that... -
Page 25: 3: User Scenarios
User Scenarios CentreVu CMS R3V8 High Availability User Guide Chapter 3: User Scenarios The following user scenarios refer to the CMS servers as “Primary” and “Secondary”. You should perform your day-to-day administrative functions on the Primary CMS server and use the Secondary CMS server only when the Primary is down. -
Page 26: Call Work Codes
User Scenarios CentreVu CMS R3V8 High Availability User Guide Call Work Codes Call Work Code changes are specific to a CMS server, so any changes made on the Primary CMS server must be duplicated on the Secondary. To update Call Work Code items, do the following: 1. -
Page 27: Designer Reports
User Scenarios CentreVu CMS R3V8 High Availability User Guide Designer R3V8 CMS High Availability requires that Designer reports must exist on each CMS server in order to be run on each CMS server. Reports Method 1: 1. Back up CMS System Administration data on the Primary CMS server. -
Page 28: Dictionary Changes
User Scenarios CentreVu CMS R3V8 High Availability User Guide Dictionary Dictionary changes are specific to a CMS, so that any changes that are made on the Primary CMS server must be duplicated on the Secondary Changes CMS server. Method 1: Synchronizing dictionary changes by back up and restore of ACD-specific administration data Note that this procedure is for dictionary operations made on a single ACD. - Page 29 User Scenarios CentreVu CMS R3V8 High Availability User Guide Method 2: Synchronizing dictionary changes by backup and restore of specific tables: Dictionary synonyms and Dictionary agent groups can also be duplicated using the specific table backup and restore process shown below. The specific table backup and restore process takes less time than using the ACD Specific Administration data backup described above.
- Page 30 User Scenarios CentreVu CMS R3V8 High Availability User Guide 4. If the Visual Vectors server software is installed on the system, stop and re-start Visual Vectors on the server software in order to activate the new synonym(s) in Visual Vectors. To stop and restart the Visual Vectors software on the server, perform the following steps a.
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Page 31: Exceptions
User Scenarios CentreVu CMS R3V8 High Availability User Guide Exceptions Exceptions must be administered individually on each HA server. Note: There are three basic types of Exceptions: call-based, interval- based or CMS execution-based. Call-based and interval-based exceptions are counted at the switch, so the Primary and Secondary servers are automatically synchronized for these excetion types. -
Page 32: External Call History - Turning On And Off
User Scenarios CentreVu CMS R3V8 High Availability User Guide External Call R3V8 CMS High Availability helps reduce the potential loss of ECH data sent to the External Call History server because if the Primary CMS History - Turning server becomes inactive (e.g., CMS is down), you can start ECH on the on and off Secondary CMS and continue to collect data. -
Page 33: Forecast Data Storage Allocation Administration
User Scenarios CentreVu CMS R3V8 High Availability User Guide Forecast Data R3V8 CMS High Availability permits data collection to remain on during forecasting data storage allocation. Storage Allocation Method 1: Administration 1. Change the Forecast Data Storage Allocation on the Primary CMS server. -
Page 34: Main Menu Additions
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-10 Main Menu To synchronize Main Menu Additions, do the following: Additions 1. Create Main Menu Additions on the Primary CMS server. 2. Create Main Menu Additions on the Secondary CMS server. NOTE: If you attempt to synchronize the Main Menu Additions by backing up from the Primary CMS server and restoring on the Secondary, the Main... -
Page 35: Split/Skill Call Profile Setup
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-11 Split/Skill Call Split/skill call profile changes are specific to each CMS server, so any changes made on the Primary CMS server must be duplicated on the Profile Setup Secondary. Note: Within the interval in which split/skill call profile changes are made, all data from the time of the profile change and extending back to the beginning of that archive interval are lost. -
Page 36: Synchronizing The Cms Servers After Turning
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-12 Synchronizing Some CMS administrative actions require CMS data collection to be turned off in order to make the required system changes. Actions that the CMS servers require CMS data collection to be stopped and restarted include: after turning changes to data storage allocation Data Collection... - Page 37 User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-13 Synchronizing the CMS servers after turning Data Collection On/Off 7. Wait until the most recent archive interval has completed. Verify that the interval has been archived on the Secondary CMS server by doing the following: Using Maintenance: Archiving Status, run the report for interval archiving for all ACDs.
- Page 38 User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-14 Synchronizing the CMS servers after turning Data Collection On/Off 17. At Time C’ (see graphic), perform an incremental backup of all ACDs on the Primary CMS server. Note: If a Daily/Weekly/Monthly archive occurred before you synchronize data at time B’ or time C’, then after you synchronize the data (at time B or C) you must run the appropriate Daily/Weekly/Monthly archive.
- Page 39 User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-15 Synchronizing CMS Servers after Data Collection Is Turned On/Off Secondary CMS server Primary CMS server Time A (Interval A begins) Link up Turn off data collection Link up Link down (perform admin) Turn on data collection Link back up...
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Page 40: Timetables - Running Only On The Primary Server
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-16 Timetables – In most cases, you will want to run a timetable from only the Primary CMS server. To do so, perform the following procedures: Running only on 1. Create a timetable on the Primary CMS server. the Primary 2. -
Page 41: Timetables - Running On Both Primary And Secondary Servers
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-17 Timetables – There may be instances where you want to run a Timetable from both the Primary and Secondary CMS servers. For example, since the Running on both Maintenance error log report is specific to a CMS server, you may want Primary and the timetable to run and produce a Maintenance error log report for each CMS server. -
Page 42: Timetables - Global Edits To Change Server Ownership
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-18 Timetables – Use this procedure if the Primary CMS server fails and you would like to globally edit timetables to ensure that they will all run on the Secondary Global edits to server. - Page 43 User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-19 7. When the Primary server is returned to service, choose between the following options: a. If you have not made any CMS administration changes on the Secondary server (including timetable modifications or revisions) which you wish to transfer to the Primary server, return the timetables on the secondary server to their normal run state by using the most recent CMS Administration backup...
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Page 44: Users - Adding Or Modifying
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-20 Users - Adding To administer a new user on the CMS High Availability system, add the new user on the Primary CMS server. Then restore this new data to the or modifying Secondary CMS server. -
Page 45: Users - Setting User Passwords
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-21 Users - Setting Use this procedure to administer CMS user passwords on an HA server. The passwords must be administered separately on each server. User Passwords 1. Log in to CMS. The CMS main menu is displayed. -
Page 46: Visual Vectors - Vector Changes
User Scenarios CentreVu CMS R3V8 High Availability User Guide 3-22 Also, when ACD-specific Administration data from the Primary server is restored to the Secondary server, data in the archive interval in which the restore is performed will also be lost on the Secondary server. Therefore, if minimization of data loss if of critical importance, after VDN call profile changes are made on the Primary server, perform a backup of both ACD- specific Administration data and Historical data on the Primary and... -
Page 47: 4: High Availability Backup & Restore Strategy
High Availability Backup & Restore Strategy CentreVu CMS R3V8 High Availability User Guide High Availability Backup Strategy Chapter 4: High Availability Backup & Restore Strategy High Availability Backup Strategy With your High Availability configuration you will essentially follow a traditional backup routine for two CMS servers instead of just one. Therefore, follow the normal CMS server backup/restore process and schedule for traditional, non-High Availability systems as described in “Backup &... -
Page 48: Synchronizing After An Unscheduled Outage Of The Secondary Cms Server
High Availability Backup & Restore Strategy CentreVu CMS R3V8 High Availability User Guide High Availability Backup Strategy Synchronizing If you encounter an unscheduled outage of the Secondary CMS server, perform the procedures below to resynchronize it with the data in the after an Primary CMS server. -
Page 49: Centrevu Cms R3V8 High Availability User Guide
Backup & Restore Procedures CentreVu CMS R3V8 High Availability User Guide CMS Backup Strategy Appendix A: Backup & Restore Procedures Essentially the procedure to back up and restore the CMS servers in a High Availability configuration is the same as it was with just a single CMS server, except that now you are working with two independent servers instead of one. -
Page 50: Backup Information Format
Backup & Restore Procedures CentreVu CMS R3V8 High Availability User Guide CMS Backup Strategy You should have the appropriate number of tapes for the backup. When you run a manual backup (not from a timetable), you get an acknowledgment in the Back Up Data window that tells you the number of tapes needed for a full backup. -
Page 51: B: Items Excluded From A Cmsadm Backup
Items excluded from a CMSADM backup CentreVu CMS R3V8 High Availability User Guide Appendix B: Items excluded from a CMSADM backup A CMSADM backup copies all system directories and files, with the exception of the following: any swap devices (such as those displayed with "swap -l") /proc /cdrom /tmp... - Page 52 Items excluded from a CMSADM backup CentreVu CMS R3V8 High Availability User Guide /etc/mnttab /etc/initpipe /etc/syslog.pid /var/spool/lp/temp /var/spool/lp/tmp /var/spool/lp/requests /etc/nologin /usr/dbtemp /etc/.name_service_door"...
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Page 53: C: Items Backed Up During A Full Maintenance Backup
Items backed up during a Full Maintenance backup CentreVu CMS R3V8 High Availability User Guide Appendix C: Items backed up during a Full Maintenance backup Note that a pathname with one or more slashes (“/”) indicates a UNIX file or directory. A pathname with no slashes indicates an INFORMIX table. Local System Administration : dcadmin dcalloc print_adm... - Page 54 Items backed up during a Full Maintenance backup CentreVu CMS R3V8 High Availability User Guide /cms/cow/reports/designer /cms/db/journal/shortcut /cms/db/journal/timetable ttsched ttsctasks ttsc ACD Administration data: aar_agents acd_shifts acds ag_ex_adm agroups arch_stat dbstatus f_cdayconf (forecasting) f_chpap (forecasting) f_chprof (forecasting) f_cstap (forecasting) f_cstprof (forecasting) f_dataarch (forecasting) f_spdays (forecasting) f_status (forecasting)
- Page 55 Items backed up during a Full Maintenance backup CentreVu CMS R3V8 High Availability User Guide vec_x_adm vectors Historical data: ag_actv agex call_rec haglog linkex mctex spex tgex vdnex vecex d_secs dagent dcwc dsplit dtkgrp dtrunk dvdn dvector f_cday (forecasting) f_cdayrep (forecasting) f_dsplit (forecasting) f_dtkgrp (forecasting) f_ispday (forecasting)
- Page 56 Items backed up during a Full Maintenance backup CentreVu CMS R3V8 High Availability User Guide htrunk hvdn hvector m_secs magent mcwc msplit mtkgrp mtrunk mvdn mvector w_secs wagent wcwc wsplit wtkgrp wtrunk wvdn wvector...
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Page 57: D: Restore Characteristics Of Different Data Types
Restore Characteristics of Different Data Types CentreVu CMS R3V8 High Availability User Guide Appendix D: Restore Characteristics of Different Data Types Local System Administration Data: This is data specific to the particular CMS server on which it was administered. This data can only be restored onto the server from which it was copied. - Page 58 Restore Characteristics of Different Data Types CentreVu CMS R3V8 High Availability User Guide After the restore range is calculated by the program, any existing data rows in the current table which fall within the calculated restore range are deleted. The restore program then copies in the new data to the table, which replaces all of the previously deleted rows, as well as any new data rows which may have been included in the actual restore range.
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Page 59: E: What To Do If A Cms Server Fails
What to do if a CMS Server Fails CentreVu CMS R3V8 High Availability User Guide Appendix E: What to do if a CMS Server Fails Primary CMS server: If one or more links to the Primary CMS server goes down: 1. - Page 60 What to do if a CMS Server Fails CentreVu CMS R3V8 High Availability User Guide Both CMS servers: If the links to both CMS servers are down: 1. Contact your CMS technical support organization/representative and inform them you are a High Availability configuration and tell them links to both CMS servers are down.
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Page 61: F: Frequently Asked Questions
Frequently Asked Questions CentreVu CMS R3V8 High Availability User Guide Appendix F: Frequently Asked Questions What is the purpose of the CMS High Availability offer? The purpose of the CMS High Availability offer is to ensure data availability between the DEFINITY ECS and the CMS system by connecting two CMS servers at one site to one DEFINITY®... - Page 62 Frequently Asked Questions CentreVu CMS R3V8 High Availability User Guide...
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Page 63: G: Cms Base Load Upgrade Procedure For High Availability Systems
CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide Appendix G: CMS Base Load Upgrade Procedure for High Availability Systems When a CMS base load upgrade is performed on High Availability (HA) systems, the upgrade procedure can be performed in a manner that avoids system downtime and synchronizes data between the two HA servers. - Page 64 CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide IConceptual depiction of the base load upgrade process for a CMS HA system. B a s e L o a d U p g r a d e s P r im a r y C M S s e r v e r S e c o n d a r y C M S s e r v e r I n te r v a l A b e g in s...
- Page 65 CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide Base Load Upgrade Complete steps 1 through 5 not more than 24 hours before the base load upgrade: Procedure CMS R3V8 HA Baseload Upgrade Procedure 1.
- Page 66 CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide CMS R3V8 HA Baseload Upgrade Procedure 13. Install the CMS R3V8.x load on the Secondary CMS server (see “Installing a New CMS Base Load” in Chapter 3, CMS Upgrades and Migrations). 14.
- Page 67 CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide CMS R3V8 HA Baseload Upgrade Procedure 29. Complete a full maintenance backup on the Primary CMS server. (Refer to CMS Upgrades & Migrations, p. 3-6). 30.
- Page 68 CMS Base Load Upgrade Procedure for High Availability Systems CentreVu CMS R3V8 High Availability User Guide...
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Page 69: Index
CentreVu CMS R3V8 High Availability User Guide IN-1 Index Data Availability ....1-5 administration data ....C-2 Data Collection Call Processing software. - Page 70 CentreVu CMS R3V8 High Availability User Guide IN-2 Platforms, supported ... . . 1-4, TCP/IP..... . . 1-3 Prerequisites .
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