Lucent Technologies CentreVu Release 3 Version 8 High Availability Connectivity, Upgrade and Administration User Manual
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Lucent Technologies CentreVu Release 3 Version 8 High Availability Connectivity, Upgrade and Administration User Manual

Lucent Technologies CentreVu Release 3 Version 8 High Availability Connectivity, Upgrade and Administration User Manual

Call management system release 3 version 8 high availability connectivity
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CentreVu
Release 3 Version 8
High Availability Connectivity, Upgrade and
Administration
®
Call Management System
585-215-105
Comcode 108678319
Issue 1
June 2000

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Summary of Contents for Lucent Technologies CentreVu Release 3 Version 8 High Availability Connectivity, Upgrade and Administration

  • Page 1 ® CentreVu Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration 585-215-105 Comcode 108678319 Issue 1 June 2000...
  • Page 2 Copyright© 2000 Lucent Technologies Ordering Information All Rights Reserved Call: Lucent Technologies Publications Center Printed in U.S.A. Voice: 1-800-457-1235 International Voice: +1-317-361-5353 Notice Fax: 1-800-457-1764 International Fax: +1-317-361-5355 Every effort was made to ensure that the information in this document was Write: Lucent Technologies Publications Center complete and accurate at the time of printing.

  • Page 3: Table Of Contents

    CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration Table of Contents Introduction Overview . Supported Definity Switches . Supported CMS Platform Combinations Required and Optional Software . Special Upgrade Considerations .
  • Page 4 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Upgrading CMS to the High Availability Option . Overview . HA Upgrade Scenarios . Overview of the HA Upgrade Procedure . Verifying the Tape Drive on an Enterprise 3000 Server . Tape Verification Procedure .
  • Page 5 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Checking the Archive Interval . 3-66 Administering the Switch 3-67 Performing an Incremental Maintenance Backup. 3-67 Procedure . 3-67 Upgrade the Original CMS Server . 3-68 Migrating CMS Historical Data to the New HA Server . 3-69 Migrating Administration Data Back Onto the Original Server 3-70...
  • Page 6 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration...

  • Page 7: Introduction

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview Introduction Overview ® The CentreVu Call Management System (CMS) High Availability (HA) option is a system of hardware and software features designed to reduce potential loss of call center data. The CMS HA system includes features associated with the Automatic Call ®...

  • Page 8: Supported Definity Switches

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Supported Definity Switches • if the customer has the External Call History Package, it should be installed on both servers. If the customer has customized report solutions implemented by Lucent Technologies CRM Professional Services Organization (PSO), External Call History should be active on both servers.

  • Page 9: Required And Optional Software

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Required and Optional Software Required and Optional Software The HA option is supported only for CMS servers using CMS software version R3V8, or later. With a few exceptions (noted below), software configurations for the HA primary and secondary servers are identical, and also correspond to the standard (non-HA) CMS software configuration.

  • Page 10: Special Upgrade Considerations

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Special Upgrade Considerations Special Upgrade Considerations When an installed CMS HA system is subject to a software upgrade (or when one of the servers is restored to service after a system failure event), the alternate server continues to collect data without interruption.

  • Page 11: Customer-Specific Roles And Responsibilities

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Customer-Specific Roles and Responsibilities Customer-Specific Roles and Responsibilities Customers are solely responsible for several tasks required to support the CMS HA option. The following table lists tasks for which the customer is solely responsible in order to support a CMS HA installation.

  • Page 12: Centrevu Cms Helplines

    Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration CentreVu CMS Helplines CentreVu CMS Helplines If an installation problem arises that requires assistance, customers or Lucent Technologies technicians can call the numbers shown below. Customers should inform Support personnel that their CMS system is configured for the High Availability service option.

  • Page 13: Connecting Ha Servers To The Switch

    Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview Connecting HA Servers to the Switch Overview Connecting HA Servers to the Switch describes connectivity requirements and recommendations specific to CMS High Availability (HA) systems. This information is applicable to the following DEFINITY Release 8.1 switches: •...

  • Page 14: Basic Configuration Rules

    Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview 2. Customized software switch-over If the HA primary and secondary servers connect to CMS clients and other peripherals, such as NTS servers, printers, etc. over the same network subnet, LAN traffic on this “user”...

  • Page 15: Connecting Blocks

    Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview ACD traffic is routed through dual control C-LAN circuit packs on the switch. The Definity switch must be administered to enable the dual C- LAN cards;...
  • Page 16 Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview c. Direct connect to Customer LAN, without private segment: — Least preferred option — Complete dependency on performance and reliability of customer’s LAN — Allows remote location of endpoints when customer LAN connectivity is convenient —...

  • Page 17: Connecting To The Definity Switch

    Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Connecting to the Definity Switch Connecting to the Definity Switch Overview The recommended link setup for HA systems consists of a private LAN connection between switch and server, with no connectivity to other customer LAN segments.
  • Page 18 Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Connecting to the Definity Switch A depiction of an ideal HA system configuration for a single-ACD system is displayed in the following figure. Note: Existing customer network configurations are likely to require a different LAN setup from the idealized configuration shown above.
  • Page 19 Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Connecting to the Definity Switch Distance Limits The maximum allowable length for a single segment of Cat 5 cable is 100 meters (328 feet); a maximum of four hubs can be used in series to connect cable segments.
  • Page 20 Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Connecting to the Definity Switch Cabling Procedure This procedure describes the step required to make the connection between a dual ACD link and the HA server. For more information, refer to the “Cabling Diagram - LAN via 10Base-T Hub”...

  • Page 21: Upgrading Cms To The High Availability Option

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview Upgrading CMS to the High Availability Option Overview describes CentreVu Call Upgrading CMS to the High Availability Option Management System (CMS) upgrade procedures required to add a new CMS server to an existing CMS system in order to create a CMS High Availability (HA) system.
  • Page 22 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration HA Upgrade Scenarios If either case a) or b) are in effect, the upgrade process is significantly simplified, since: • the Definity switch can be administered for the correct CMS version and the dual ACD links prior to the arrival of the new HA server onsite (the unused C-LAN link is busied out until the new HA server is installed)

  • Page 23: Overview Of The Ha Upgrade Procedure

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration HA Upgrade Scenarios Overview of the The steps required to perform an HA upgrade when the original server requires a full CMS version upgrade are described below and depicted in HA Upgrade the accompanying figurePage...
  • Page 24 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration HA Upgrade Scenarios 5. On the day of the upgrade, the Lucent technician arrives onsite and performs a backup of system and ACD-specific admin data on the original server.
  • Page 25 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration HA Upgrade Scenarios 15. Run CMSADM backups on both servers. The CMS HA upgrade process is now complete. Customers should initiate a regular maintenance schedule. For more information, see “...

  • Page 26: Verifying The Tape Drive On An Enterprise 3000 Server

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Verifying the Tape Drive on an Enterprise 3000 Server Verifying the Tape Drive on an Enterprise 3000 Server This procedure is required only for Ha systems which use an E3000 - E3500 platform combination for the primary and secondary servers.

  • Page 27: Performing A Cmsadm Backup

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Performing a CMSADM Backup Performing a CMSADM Backup A CMSADM file system backup saves all system files (excluding CMS call data) and is used to restore the system in the event of an upgrade failure.

  • Page 28: Procedure

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Performing a CMSADM Backup Procedure 1. Log in as root and enter: cmsadm The CMS Administration menu appears: Lucent Technologies CentreVu(R) Call Management System Administration Menu Select a command from the list below.
  • Page 29 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Performing a CMSADM Backup 3. Enter a tape drive selection from the displayed list. The program responds: Please insert the first cartridge tape into <device name>.
  • Page 30 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-10 Performing a CMSADM Backup If you receive the message displayed above, insert the first tape used in the backup and press Enter. Wait for the tape drive light-emitting diode (LED) to stop blinking before you remove the tape.

  • Page 31: Performing A Full Maintenance Backup

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-11 Performing a Full Maintenance Backup Performing a Full Maintenance Backup Before an existing CMS server is incorporated into a new HA system, the customer must perform a CMS full maintenance backup within 24 hours of starting the HA upgrade process.

  • Page 32: Performing A Maintenance Backup (Administration Data Only)

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-12 Performing a Maintenance Backup (Administration Data Only) Performing a Maintenance Backup (Administration Data Only) When the CMS technician arrives onsite, they perform an initial maintenance backup on the original server.
  • Page 33 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-13 Performing a Maintenance Backup (Administration Data Only) The correct backup option selections are shown in the following example: After you have selected the appropriate options for the backup, press enter to access the action list in the upper right corner of the window, cursor to the Run option and press enter to start the backup.

  • Page 34: Setting Up Cms On An Ha Server

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-14 Setting Up CMS on an HA Server Enter the device path for the tape drive, for example: /dev/rmt/0c The system displays a list of ACD(s) backed up on the volume and prompts: Enter l to list the tables or v to also verify the volume:...

  • Page 35: Setting Authorizations

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-15 Setting Up CMS on an HA Server • Connected the NTS and the CMS computer to the network hub unit. ® ® See CentreVu CMS R3V6 Sun Enterprise™...
  • Page 36 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-16 Setting Up CMS on an HA Server Procedure 1. Access the CMS Services menu by entering the following command: cmssvc The program responds: Lucent Technologies CentreVu(R) Call Management System Services Menu Select a command from the list below.
  • Page 37 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-17 Setting Up CMS on an HA Server If this is not an upgrade and you enter n, the program responds: Purchased version is R3V8. Is this correct? (y/n): 4.
  • Page 38 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-18 Setting Up CMS on an HA Server 8. Enter y if the customer purchased the External Call History feature; otherwise, press Enter. The program responds (if the vectoring package is authorized): Authorize use of expert agent selection feature? (y/n): (default: n) 9.
  • Page 39 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-19 Setting Up CMS on an HA Server 14. Enter the maximum possible number of split or skill members that the customer might use based on the switch agent size purchased. For R3V8, “split or skill members”...
  • Page 40 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-20 Setting Up CMS on an HA Server The program responds: Enter the maximum number of ACDs that can be installed (1-8): (default: 1) 15.

  • Page 41: Setting Up Data Storage Parameters

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-21 Setting Up CMS on an HA Server Setting Up Data Storage Parameters Overview TSC personnel modify specific data storage parameters on the CMS computer so that the CMS application can operate properly.
  • Page 42 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-22 Setting Up CMS on an HA Server • # Daily start time (regular time): 12:00 AM • # Daily stop time (data will be collected for seconds of last minute): 11:59 PM •...
  • Page 43 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-23 Setting Up CMS on an HA Server • # Weeks of weekly trunk groups (1-520): • # Months of monthly trunk groups (1-120): •...

  • Page 44: Setting Up A Lan For Switch Connections

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-24 Setting Up CMS on an HA Server • # Days of daily VDNs (1-1825): • # Weeks of weekly VDNs (1-520): • # Months of monthly VDNs (1-120): 4.
  • Page 45 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-25 Setting Up CMS on an HA Server Procedures To set up a network connection to an HA-enabled switch and other CMS computer peripherals, the following steps are performed: •...
  • Page 46 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-26 Setting Up CMS on an HA Server 7. Add a line to this new file with the host name you added to the /etc/hosts file.

  • Page 47: Setting Up The Cms Application

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-27 Setting Up CMS on an HA Server Setting Up the CMS Application Overview Use the procedures in this section to set up the CMS application. Prerequisites •...
  • Page 48 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-28 Setting Up CMS on an HA Server Setting Up CMS Overview: Interactively from a Using the interactive option, the program prompts you for the necessary Terminal information.
  • Page 49 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-29 Setting Up CMS on an HA Server 3. Enter 4 to select the setup option. NOTE If system setup has already been done, the program responds: Warning!!! Setup has already been performed.
  • Page 50 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-30 Setting Up CMS on an HA Server 6. Press enter to accept the default. The program responds: Select the type of backup device you are using 1) SCSI QIC-150 cartridge tape - 150MB tape 2) 40.0 Gbyte 8mm tape 3) 14.0 Gbyte 8mm tape...
  • Page 51 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-31 Setting Up CMS on an HA Server 10. Enter the name for the switch associated with ACD 1. The program responds: Select the model of switch for this ACD 1) Definity-G3V2 2) Definity-G3V3 3) Definity-G3V4...
  • Page 52 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-32 Setting Up CMS on an HA Server 14. Enter y if the CMS is located in the U.S., then go to Step 16. If you answer n, the program responds: ACD calls shorter than the Phantom Abandon Call Timer value will be counted as abandoned.
  • Page 53 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-33 Setting Up CMS on an HA Server 17. Enter the remote port or channel number on the switch. You must now select how the CMS platform is connected to the Definity switch for message transport.
  • Page 54 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-34 Setting Up CMS on an HA Server 21. Enter the number of splits/skills in this ACD. The program responds: Total split/skill members, summed over all splits/skills (0-XXXX): 22.
  • Page 55 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-35 Setting Up CMS on an HA Server 25. Enter the stop time for shift 1; for example, 05:00pm. The program responds: Number of agents logged into all splits/skills during shift 1 (0-XXX): 26.
  • Page 56 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-36 Setting Up CMS on an HA Server 30. Enter the number of call work codes. If this is the ACD being set up, the program responds: Updating database ....
  • Page 57 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-37 Setting Up CMS on an HA Server If the setup determines that you do not have enough file space, you will get the following warning message: Failed to find sufficient file space for CMS data.
  • Page 58 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-38 Setting Up CMS on an HA Server If you are not installing any other feature packages, perform the following steps to turn on CMS: 1.
  • Page 59 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-39 Setting Up CMS on an HA Server # Enter a name for this UNIX system (up to 256 characters): cms3 # Select the type of backup device you are using 1) SCSI QIC-150 cartridge tape - 150MB tape 2) 40.0 Gbyte 8mm tape 3) 14.0 Gbyte 8mm tape...
  • Page 60 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-40 Setting Up CMS on an HA Server # TCP/IP transport is only available with DEFINITY R7 and # later switch models. # Select the transport to the switch 1) X.25 2) TCP/IP # Enter choice (1-2):...
  • Page 61 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-41 Setting Up CMS on an HA Server # Number of shifts (1-4): # Enter the start time for shift 1 (hh:mmXM): 08:00AM # Enter the stop time for shift 1 (hh:mmXM): 05:00PM # Number of agents logged into all splits/skills during # shift 1 (1-Maximum):...
  • Page 62 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-42 Setting Up CMS on an HA Server #Number of unmeasured facilities (0 to (Maximum trunks - Number of trunks)): # Minimum number of call work codes based on switch type: # Release(s) Value # Definity-G3V2/Definity-G3V3/Definity-G3V4...
  • Page 63 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-43 Setting Up CMS on an HA Server Running Setup with a 1. Enter cd to change to the root directory. Flat File 2. Access the CMS Services menu by entering: cmssvc The program responds: Lucent Technologies CentreVu(R) Call Management System Services...
  • Page 64 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-44 Setting Up CMS on an HA Server 4. Enter y. The program responds: Select the language for this server: All languages are ISO Latin except Japanese. Selection of the server language assumes that existing customer data is compatible.
  • Page 65 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-45 Setting Up CMS on an HA Server 7. Verify that the installation completed successfully by entering the following: tail -f /cms/install/logdir/admin.log The -f option in the tail command updates the console as messages are written to the admin.log file.

  • Page 66: Installing Feature Packages

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-46 Installing Feature Packages Installing Feature Packages Use the procedures in this section to install the following feature packages: • Forecasting • External Call History (ECH). Customers can install these CMS feature packages if they have been authorized during CMS setup.
  • Page 67 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-47 Installing Feature Packages 2. Enter 1 to select the auth_display option. The system lists the current authorizations (for example): Version purchased: R3V8 Capability/Capacity Authorization ------------------- -------------...
  • Page 68 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-48 Installing Feature Packages 5. Select the pkg_install option. The program responds: The CMS Features that can be installed are 1) forecasting 2) external call history Enter choice (1-2) or q to quit: NOTE The pkg_install option menu displays only those feature...
  • Page 69 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-49 Installing Feature Packages 7. Verify that the installation completed successfully by entering the following: tail /cms/install/logdir/admin.log The Forecasting package is successfully installed when you see this message: Forecasting package installed ( date/time ) You may edit this file in order to add comments about the packages...

  • Page 70: Installing The External Call History Package

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-50 Installing Feature Packages Installing the External Call History Package Overview Use these procedures to install the External Call History (ECH) feature package. Running ECH in the When a CMS customer is using ECH in an HA environment, the ECH software should be installed on both the primary and secondary servers.
  • Page 71 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-51 Installing Feature Packages Procedure 1. Access the CMS Services menu by entering: cmssvc The program responds: Lucent Technologies CentreVu(R) Call Management System Services Menu Select a command from the list below.
  • Page 72 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-52 Installing Feature Packages 4. Access the CMS Administration menu by entering: cmsadm The program responds: Lucent Technologies CentreVu(R) Call Management System Administration Menu Select a command from the list below.
  • Page 73 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-53 Installing Feature Packages 7. Enter the name of the computer where call records will be collected. The program responds: Enter full path of the program to transmit the external call history files: (default: /cms/dc/chr/uucp_copy) 8.
  • Page 74 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-54 Installing Feature Packages 12. Enter the speed that the connection between the CMS and Call History Reporting machine will be using. The program responds: Number of call segments to buffer for ACD xxxxx (0-99999): 13.
  • Page 75 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-55 Installing Feature Packages 14. Verify that the installation completed successfully by entering: tail /cms/install/logdir/admin.log If the External Call History package is installed successfully, the program responds: External Call History package installed ( date/time ) You may edit this file in order to add comments about the packages...

  • Page 76: Setting Up The Remote Console

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-56 Setting Up the Remote Console Setting Up the Remote Console Overview This section describes how to redirect the remote console port on the new HA server using the Solaris software package .

  • Page 77: Redirecting The Remote Console Port To The Modem

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-57 Setting Up the Remote Console 2. Enter y. The program responds: tty X administration removed 3. Enter the following to administer the remote console port: /cms/install/bin/abcadm -i -b 9600 ttyX (where X is “a”...
  • Page 78 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-58 Setting Up the Remote Console 3. Enter y. The program responds: tty X administration removed 4. Redirect the console to the remote console port by entering the following: /cms/install/bin/abcadm -c -b 9600 tty X The program responds:...

  • Page 79: Setting Up The Alarm Originator

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-59 Setting Up the Alarm Originator 8. Enter y. The system automatically reboots and the remote console port comes up as a regular dial-in port with the login: prompt displayed.
  • Page 80 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-60 Setting Up the NTS You will need the following for the 64-port unit: • Console Cable • Adapter - part number 06-988-260-20. NOTE: The terminal options should be set to 9600 bps, 8 bits, no parity or space parity, and a stop bit.
  • Page 81 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-61 Setting Up the NTS The program responds: Erase 1) EEPROM (i.e., Configuration Information) 2) FLASH (i.e., Self Boot Image) Enter 1 or 2:: 5.
  • Page 82 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-62 Setting Up the NTS 10. Enter the appropriate Subnet mask, or press Enter to accept the default. The program responds: Subnet mask: xxx.xxx.xxx.xxx Enter preferred load host Internet address [<any host>]:: 11.
  • Page 83 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-63 Setting Up the NTS 16. Enter the boot command at the monitor prompt to reinitialize the NTS with the new parameters. The program responds: Enter boot file name [oper.42.enet]:: NOTE: The boot file name differs depending on the type of NTS.

  • Page 84: Creating An Alternate Boot Device For Mirrored Systems

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-64 Creating an Alternate Boot Device for Mirrored Systems Creating an Alternate Boot Device for Mirrored Systems This procedure creates an alternate boot device. This procedure is required only for Enterprise 3000 or Enterprise 3500 platforms configured as mirrored systems.
  • Page 85 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-65 Migrating CMS System Administration Data to the New Server 5. Specify System Administration data as the the migration data types, and specify All ACDs for migration, as shown in the following example: 6.

  • Page 86: Checking The Archive Interval

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-66 Checking the Archive Interval Checking the Archive Interval When you are ready to upgrade the CMS software on the original server, wait for the current archive interval to complete before busying out the link.

  • Page 87: Administering The Switch

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-67 Administering the Switch Administering the Switch After links to the original server are busied out at the Definity switch, the switch is re-administered for R3V8 and the HA dual C-LAN option. For details of switch admininistration for HA systems, see “Administering the Switch for CMS High Availability Systems”...

  • Page 88: Upgrade The Original Cms Server

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-68 Upgrade the Original CMS Server The correct backup option selections are shown in the following example: 2. After you have selected the appropriate options for the backup, press enter to access the action list in the upper right corner of the window, cursor to the Run option and press enter to start the backup.

  • Page 89: Migrating Cms Historical Data To The New Ha Server

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-69 Migrating CMS Historical Data to the New HA Server Migrating CMS Historical Data to the New HA Server After the switch is re-administered for R3V8 and the HA dual C-LAN option and CMS data collection is started on the new HA server, migrate CMS historical data to the new HA server.

  • Page 90: Migrating Administration Data Back Onto The Original Server

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-70 Migrating Administration Data Back Onto the Original Server 6. The Status: field reports the progress of the migration. When the migration ends, Status: indicates the success or failure of the run. 7.
  • Page 91 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-71 Migrating Administration Data Back Onto the Original Server 3. Select the System Setup -> R3 Migrate Data option from the CMS main menu. The System Setup: R3 Migrate Data window is displayed.

  • Page 92: Performing A New Full Maintenance Backup And Restore

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-72 Performing a New Full Maintenance Backup and Restore Performing a New Full Maintenance Backup and Restore These procedures create a full maintenance backup on the new HA server.
  • Page 93 Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-73 Performing a New Full Maintenance Backup and Restore 3. From the main menu, select Maintenance > Restore Data The Maintenance: Restore Data window is displayed. In the Data to Restore fields, select the Historical data and Non- CMS data options, as illustrated in the following figure: 4.

  • Page 94: Performing Cmsadm Backups On The Ha Servers

    Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-74 Performing CMSADM Backups on the HA Servers Performing CMSADM Backups on the HA Servers Once both servers are fully operative, CMSADM backups must be performed on each server as soon as possible.

  • Page 95: Administering The Switch For Cms High Availability Systems

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Overview Administering the Switch for CMS High Availability Systems Overview ® Before a CentreVu Call Management System (CMS) high availability (HA) system can collect and process Automatic Call Distribution (ACD) data from ®...

  • Page 96: Overview

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Setting Up Version and Release Values Overview Administrative procedures related setting up version and release values include: • setting the G3 Version on the System Parameters Customer Options form •...

  • Page 97: Setting The Switch Version

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Setting Up Version and Release Values Setting the Use Page 1 of the System Parameters Customer Options form to set the switch version. Switch Version change system-parameters customer-options Page...

  • Page 98: Setting The Call Center Release

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Setting Up Version and Release Values Setting the Call Use Page 4 of the System Parameters Customer Options form to set the Call Center Release. This is a new field introduced with R8. Center Release change system-parameters customer-options Page...

  • Page 99: Setting The Adjunct Cms Release

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Setting Up Version and Release Values Setting the Use the System Parameters Features form to set the Adjunct CMS Release. Depending on switch release, this field can be found on Adjunct CMS different pages.

  • Page 100: Setting Up The Link On The Cms Computer

    CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Administering the Definity Switch Setting Up the The following information must be obtained to set up the CMS link: Link on the CMS •...
  • Page 101 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Administering the Definity Switch forms, with detailed explanations for the required fields. Use the forms in the order shown. Form Purpose change node-names Adding node names and IP addresses change ip-interfaces...
  • Page 102 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Administering the Definity Switch Adding a Second This procedure is required only for Definity G3csi switches. Packet Interface Use the Maintenance-Related System Parameters form to add a second packet interface to the G3csi switch.
  • Page 103 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration Administering the Definity Switch Field Definition Packet Intf2 Enter y to add a second packet interface. Bus Bridge Enter the equipment location of the CLAN circuit pack that does the bus bridge functionality when the packet bus is activated.
  • Page 104 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-10 Administering the Definity Switch Adding Node For the HA option, assign two switch node names and two CMS computer node names. Use Pages 2 through 6 of the Node Names form Names and IP to assign the name and IP address of the CMS computers and all Addresses...
  • Page 105 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-11 Administering the Definity Switch Field Definition Name Enter the host name of the CMS computer, any switches that are networked with the CMS computer, and any gateway hosts used in the network.
  • Page 106 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-12 Administering the Definity Switch Adding a C-LAN IP Use the IP Interfaces form to assign a C-LAN circuit pack as an IP interface.
  • Page 107 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-13 Administering the Definity Switch Field Definition Network regions are Enter n. This application is not used for interconnected C-LAN. Enabled Enter y to enable the C-LAN IP interface. After initial administration, you must disable the interface before you make any changes.
  • Page 108 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-14 Administering the Definity Switch Adding an Ethernet Use the Data Module form to assign an ethernet data module (this is a different version of the form than that used for DEFINITY R7). With the Data Module High Availability option, you assign two ethernet data modules.
  • Page 109 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-15 Administering the Definity Switch Adding the Use the Processor Channel form to assign the processor channel attributes. With the High Availability option, you will assign two separate Processor Interface processor channels.
  • Page 110 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-16 Administering the Definity Switch Adding IP Routing Use the IP Routing form to set up the IP route(s) from the switch to the CMS computer.
  • Page 111 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-17 Administering the Definity Switch Field Definition Route Number If the link between the switch and the CMS computer is a dedicated link through a hub, you only need to assign one IP route.
  • Page 112 CentreVu CMS R3V8 High Availability Administering the Switch for CMS High Availability Systems Connectivity, Upgrade and Administration 4-18 Administering the Definity Switch...

  • Page 113: Index

    Index CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration IN-1 Index Administer Feature Authorizations....3-15 ..... . 3-59 Feature Packages .
  • Page 114 Index CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration IN-2 Setup Methods Interactively from a Terminal ..3-28 Using a UNIX System Flat File ..3-38 Software Administer .

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