Avaya 12 manuale d’uso

Avaya Call Management System (CMS) Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express (CUE) Comcode 700289390 Issue 1.0 December 2003 Compas ID 99956[...]

© 2003 A vaya Inc. All Right s Reserved. Notice While reasonable ef forts were made to ensure that the informat ion in this document was complete and accurate at the time of printing, A vaya Inc. can assume no liability for any errors. Changes and corrections to the information in th is document may be incorporated in future rel eases. Preventing [...]

Issue 1.0 December 2003 3 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Support . . . . . . . . . . . . . . . . . . . . . . . .[...]

Contents 4 A vaya CMS R1 2 Sun Enterp rise 3500 Co mputer CMS Upgr ade Express Copying and activating the customer’ s administration and options . . . . . . . . . 41 Installing CMS pa tches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Copying customer dat a . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

Issue 1.0 December 2003 5 Preface Overview Avaya Call Management System (CMS) Release 12 Sun Enterprise 3500 Co mputer CMS Upgrade Express (CUE) is written for techn icians who are upgrading an Enterprise 35 00 computer from CMS R3V6, R3V8, R3V9, R3V1 1, or R12 to CMS R12. Note: Note: CUE cannot be used to upgrade a Sun SP ARCserver , Ultra 5, or E[...]

Preface 6 A vaya CMS R1 2 Sun Enterp rise 3500 Co mputer CMS Upgr ade Express Support If you need assistance with a problem, us e the support information and h elp lines presented below . Frequently asked questions (F AQs) For solutions to common proble ms, customers and Avaya technicians can access technical support F AQs at: http://www .avaya.com[...]

Issue 1.0 December 2003 7 Prep aring for the upgrade Before you begin a CUE upgrade, use the follow ing checklist of topics to prepare for the upgrade: T opic V erifying that the customer has prepared their system for an up grade on page 8 Required documentatio n on page 8 Remote support on p age 8 T rouble escalation on page 8 Switch compatibili t[...]

Preparing for the upgrade 8 A vaya CMS R1 2 Sun Enterp rise 3500 Co mputer CMS Upgr ade Express V erifying that the custom er has prep ared their system for an upgrade Before a CUE upgrade begins, maintenance b ackups and a CMSADM b ackup must be done by the customer . If the customer has not done these backu ps, the upgrade can not begin. Refer th[...]

Switch compatibility Issue 1.0 December 2003 9 Switch comp atibility CMS R12 does not support R7 and earlier switches. Whe n upgrading to CMS R12, the switch must be at least R8 or later . If the current switch is administered in CMS as R7 or earlier , the upgrade extract tool will recognize this incomp atibility and require you to select a newer s[...]

Preparing for the upgrade 10 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Sof tware considerations In addition to the st andard set of sof tware installed during a CUE upgrade, the customer may also purchase the latest version of the Informix SQL soft ware. Y ou must confirm whether the customer has purch ased this so ftware so y[...]

Disk mirroring Issue 1.0 December 2003 11 Disk mirroring The CUE process can be used to au tomati cally add disk mirroring to a nonmirrored system. However , the CUE upgrade kit used with the procedures in this documen t cannot be used to add mirroring to the system. If the customer has purchased additional disk drives for the purpose of adding mir[...]

Preparing for the upgrade 12 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s - Informix ILS - Informix SQL (optional) - Open Databa se Connectivity (ODBC) (optional) - Hardware Drivers - Visual V ectors Server - Call Center 2.0 and CMS R12 Document ation Library ! Import ant: ! Import ant: Important: The release numbers on the upgra[...]

Checking for ACD 1 Issue 1.0 December 2003 13 Checking for ACD 1 The upgrade tool cannot upgrade a system where ACD 1 is not administered. T o determine if th e system does not have ACD 1 administered: 1. Log on to CMS. 2. Select System Setup > Switch Setup > List All to display a list of the administered ACDs. This list will show if ACD 1 is[...]

Preparing for the upgrade 14 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Checking for a symbolic link between /etc/host s and /etc/inet/host s If the CUE extract process de tects a uniq ue /etc/hosts file and a unique /etc/inet/hosts file, the process cannot merge the differences between the t wo "hosts" files. The /et[...]

Checking for a symbolic link between /et c/hosts and /etc/inet/ho sts Issue 1.0 December 2003 15 5. Compa re the host network information from the /etc/hosts file to the output of the network information displayed with the ifconfig command. If the host IP addresse s match (as highlighted in the ab ove examples), the /etc/hosts file is probably the [...]

Preparing for the upgrade 16 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s[...]

Issue 1.0 December 2003 17 Extracting the customer ’ s administration and options T o minimize the time that the system is out of service during the upgrade, you can extract the customer ’s administra tion and options whil e the system is operating, but do not allow the customer to make any administratio n changes once the extract process begin[...]

Extracting the cust omer’s administration and option s 18 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 4. If the key switch is in the “Locked” or “Di agnostics” position, move the key switch to the vertical “On” position. See the following figure. 5. Log on as root. 6. Enter: cd / 7. Load the upgrad e tool CD-ROM. T[...]

Issue 1.0 December 2003 19 10. The extract pr ocess first verifies whether the plat form you are upgrading is supported by CMS R12. One of the following occurs: ● If the platform is supporte d for CUE upgr ades, the following message is displayed and the process continues with S tep 1 1. ● If the platfo rm is not supported, a message similar to[...]

Extracting the cust omer’s administration and option s 20 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 12. The following message about supported t ape drives is displayed: 13. Do one of the following : ● If the tap e drive you are using is no t supported, press q . Rest art the extract proce ss after inst alling a supported t[...]

Issue 1.0 December 2003 21 16. The extract pr ocess next runs the CMS converter tool. Me ssages similar to the following are displayed: 17. The extract pr ocess next checks to see if ACD 1 is admin istered. One of the following occurs: ● If error messages are not displayed, ACD 1 is administered, an d the extract continues with S tep 18. ● If t[...]

Extracting the cust omer’s administration and option s 22 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 18. CMS R12 support s switch releases R8 and later , so the switches (ACDs) may need to be upgraded when the CMS is upgraded to R12. The extract process checks each ACD to see if any of them are administered with a switch mode[...]

Issue 1.0 December 2003 23 21. Enter the host na me or IP address of the switch. Messages similar to the following are displayed: 22. Do one of the following : ● If the assignment is correct, pr ess Enter . The extract continues with S tep 23. ● If the assignment is not corre ct, enter y . The following messages are displayed an d the extract r[...]

Extracting the cust omer’s administration and option s 24 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 25. Do one of the following : ● If the assignment is correct, p ress Enter . The following message is displayed. One of the following occurs: - If there are more ACDs that must be converted to TCP/IP , the extract returns to[...]

Issue 1.0 December 2003 25 29. The extract pr ocess continues and th e following message is displayed: Extracting the administration files will t ake several minutes. When finished, the following messages are displayed : 30. The extract pr ocess checks to see if V isual V ectors server sof tware is currently installed on the system. If Visual V ect[...]

Extracting the cust omer’s administration and option s 26 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 33. The extract p rocess checks to see if ISQL soft ware version 7.32.UC1 is currently installed on the system. One o f the following occurs: ● If ISQL version 7.32.UC1 is currently on the system, it is automatically inst al[...]

Issue 1.0 December 2003 27 35. Do one of the following : ● If the optional package ISQL was purchased as part of the upgrade (check the SAP order), answer y to the question. The following message is displayed and you continue with S tep 36: ● If ISQL was not purchased as p art of the upgrade, enter n . If you enter n , ISQL is not installed and[...]

Extracting the cust omer’s administration and option s 28 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 39. The following message is displayed: 40. The extract p rocess continues and the following messages are displa yed: 41. The extract p rocess next checks to see if the OpenBoot PROM (OBP) must be patched. The following messag[...]

Issue 1.0 December 2003 29 42. One of the following occurs: ● If the OBP is not up-to-date, messages si milar to the following are displayed (no input is required): ● If the OBP is up-to-date, messages similar to the following are displayed (no input is required): 43. The extract pr ocess continues and the following messages are displayed: 44. [...]

Extracting the cust omer’s administration and option s 30 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 46. Enter: ls -l /dev/dsk/c0t0d0s0 Note whether the p ath shows sbus@2 (Enterprise 3500) or sbus@3 (Enterprise 3501 or 3503). This information will be used later in the upgrade. Enter the sbus p ath here: 47. Enter: /usr/sbin/[...]

Issue 1.0 December 2003 31 Removing and replacing disk drives This section contain s the procedures that are required to upgra de the disk drives to CMS R12. Using these procedures, you mu st remove the old disk drives in the computer and replace them with new disk drives that are preloaded with the CMS R12 sof tware. ! CAUTION: CAUTION: Customers [...]

Removing and replacing disk drives 32 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Disk upgrade procedures T o upgrade the disks, use the following checklist to keep track of each proced ure: Removing and labeling the old disk drives ! CAUTION: CAUTION: All old disk drives must be removed f rom the system and replaced with the di[...]

Disk upgrade procedures Issue 1.0 December 2003 33 7. Unlatch the disk drive retainer . Use the ex tended, unlocked ret ainer as a handle. See the following figure. 8. Pull on the ret ainer to slide the disk drive out of the chassis. 9. Repeat this procedure for ea ch disk drive that is installed. e3500_remove_disk.cdr[...]

Removing and replacing disk drives 34 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Inst alling the new boot disk drive T o install the new boot disk drive: ! CAUTION: CAUTION: Do not install any othe r disk drives when installing the boot disk drive. The se other disk drives will be inst alled later . 1. Att ach an ESD wrist stra[...]

Disk upgrade procedures Issue 1.0 December 2003 35 Booting up the system with the new boot disk drive Note: Note: When the upgrade is being sup ported by remote personnel, such as CMS Provisioning, the system commands in this section are for use by remote personnel to monitor the progre ss of the upgrade. Run the comman ds from the local console on[...]

Removing and replacing disk drives 36 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s ● If the EEPROMs are not correctly set to recognize the disk boot p ath, the following messages are displayed: Do one of the following: - If the sbus value from S tep 46 on page 30 is sbus@2 , enter: boot /sbus@2,0/SUNW,socal@d,10000/sf@0,0/ ssd@[...]

Disk upgrade procedures Issue 1.0 December 2003 37 8. Press Enter to accept th e default value. The following messages are displayed: ! Import ant: ! Import ant: Important: Enter: y The following message is displayed: 9. Press Enter to accept th e default value. The following messages are displayed: 10. Press Enter to accept th e default value. The[...]

Removing and replacing disk drives 38 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s V erifying that the system reco gnizes the new boot disk drive T o verify that the system re cognizes the new boot disk drive: 1. Enter: format A message similar to the following is displayed: The message displays the boot disk d rive. 2. Enter: 0 [...]

Disk upgrade procedures Issue 1.0 December 2003 39 Checking the st atus of the t ape drives T o check the status of the t ape drives: 1. Enter: ls -l /dev/rmt/*mbn | wc -l The number of installed t ape drives is displayed. 2. Note whether th e number of tape drives that is displayed matches the number of t ape drives that are connected to the syste[...]

Removing and replacing disk drives 40 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s[...]

Issue 1.0 December 2003 41 Copying and activating the customer ’ s administration and options T o copy and activate the customer ’s administr ation and options, use the followin g checklist to keep track of each proced ure: Procedure Installing CMS p atches on page 43 Copying customer dat a on page 45 Checking file dif ferences between the old [...]

Copying and activating t he custom er’s administra tion and options 42 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Note: Note: When the upgrade is being sup ported by remote personnel, such as CMS Provisioning, the system commands in this section are for use by remote personnel to monitor the progre ss of the upgrade. Run the [...]

Installing CMS patches Issue 1.0 December 2003 43 Inst alling CMS p atches If the new CMS load has any p atches, those pa tches must be installed on the system. These patches are on the CMS software CD-ROM, not th e upgrade tool CD-ROM. The CMS software CD-ROM is included in the upgrade kit. If there are p atches on the CMS software CD-RO M, it wil[...]

Copying and activating t he custom er’s administra tion and options 44 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 7. One of the following occurs: ● If no patch es are found on the CD-ROM, the following messages are displayed: Continue with S tep 9. ● If patches are found on the CD-ROM, a list of the patches is displayed. [...]

Copying customer data Issue 1.0 December 2003 45 Copying customer dat a T o copy the customer ’s data from the upgrade backup t ape onto the system: 1. V erify that the customer ’s “Upgrade Extract” t ape is write-protected and is inserted in the correct t ape drive. Remove t apes from any other tap e drives connected to the system. 2. Load[...]

Copying and activating t he custom er’s administra tion and options 46 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 5. Af ter the customer ’s files have been copied from tape onto the system, the following messages are displayed: 6. The copy process then executes the disk_space command to initialize the boot disk, which will [...]

Checking fi le differen ces between the old system and the new system Issue 1.0 December 2003 47 Checking file differences between the old system and the new system When upgrading an older system, file properties may be updated with the new version of CMS, Solaris, and other so ftware that is inst alled. In addition, files used o n the old system c[...]

Copying and activating t he custom er’s administra tion and options 48 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Comp aring directory and file permissions The verify_fileproperties comman d is a CMS tool that comp ares the file permissions and modes from t he old system with the file permissions and modes on the new system. [...]

Linking the /etc/hosts file Issue 1.0 December 2003 49 Linking the /etc/host s file If the original system disp layed a symb olic link for /etc/hosts to /etc/in et/hosts , this procedure is not needed. Contin ue with Checking the st atus of the disks on page 53. If the original system did not display a symb olic link for /etc/hosts to ./inet/hosts [...]

Copying and activating t he custom er’s administra tion and options 50 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Inst alling the remaining disk drives If the customer did not order any extra disk drives , continue with Activating customer options on pag e 54. For any systems where the customer o rdered a dditional disk drive[...]

Verifying that the syste m recognizes all disk drives Issue 1.0 December 2003 51 6. Disconnect the ESD wrist strap. 7. Close and lock the front door . 8. Continue with V erifying that the system recognizes all disk drives on p age 51. V erifying that the system recognizes all disk drives T o verify that the system recognizes all disk drives: 1. Log[...]

Copying and activating t he custom er’s administra tion and options 52 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s iv . T urn off any external SCSI devices, st arti ng with the device that is closest to the system and working toward the fa rthest device. v . Check all device cables. Cycle power on all e xternal devices. vi. Re[...]

Checking the status of t he disks Issue 1.0 December 2003 53 Checking the st atus of the disks V erify that the disk drives are in good condition by checking their sta tus. T o check the status of the disk drives: 1. Enter: . /opt/informix/bin/setenv 2. Enter: onstat -d | egrep “PD|X” | pg One of the following occurs: ● If nothing other than [...]

Copying and activating t he custom er’s administra tion and options 54 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Activating customer options The activate process can take from as little as a few minutes to as much as 1 to 2 hours to complete. The amount of time depends on the number of custome r options, the number and size [...]

Activating cust omer options Issue 1.0 December 2003 55 3. One of the following occurs: ● If the copy was not successful, the followi ng message is displayed and you must run copy again (see Copying customer da ta on p age 45): ● If the copy completed successfu lly , the system begins activating the customer’s options. Messages such as the fo[...]

Copying and activating t he custom er’s administra tion and options 56 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 6. The system continu es activating the cust omer ’s options. Messages simila r to the following are displayed: 7. The system continu es activating the cust omer ’s options. Messages simila r to the following [...]

Activating cust omer options Issue 1.0 December 2003 57 ! Import ant: ! Import ant: Important: If the activate process does not complete and the automatic shut down does not occur , one or more of the activate scripts failed. T o recover from this condition, see Recovering from faile d installation script s on page 58. The ok prompt is displayed. 9[...]

Copying and activating t he custom er’s administra tion and options 58 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Recovering from failed inst allation scripts If an error message is displayed, such as th e following, a failure occurred in one of the inst allation script s. Y ou may be able to recover and continue with the upg[...]

Activating cust omer options Issue 1.0 December 2003 59 sethostname Sets the host name For these script s, do not attempt to continu e with the upgrade. Escalate the prob lem through the normal channels. install_supplemen tal Supplemental services sqlhost s SQL hosts file setu p dev_links Cleans up WWN and resets Informix p aths (3500 and Sun Fire [...]

Copying and activating t he custom er’s administra tion and options 60 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Removing temporary ACD 1 If you created temporary ACD 1 during the extract process of the upgra de, you must now remove that ACD. If you did not add any tempora ry ACDs, continue with T urning on CMS on page 61 . [...]

Turning on CMS Issue 1.0 December 2003 61 T urning on CMS T o turn on CMS: 1. Enter: cmsadm The CMS Administration menu is displayed. 2. Enter the number that corresponds with the run_cms option. 3. Enter 1 to tur n on CMS. 4. Continue with V erifying that CMS is operating on pa ge 61. V erifying that CMS is operating T o verify that CMS is operati[...]

Copying and activating t he custom er’s administra tion and options 62 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Checking “manual merge” discrep ancies The cvue_extract command comp ares customer system files to the new Solaris operating system files inst alled on the CUE ma ster disk. The new Solaris opera ting system f[...]

Checking Free Space Allocat ion Issue 1.0 December 2003 63 Checking Free S p ace Allocation T o check Free S pace Allocation: 1. Go to the Free S pace Allocation window that is located in the CMS System Setup subsystem. 2. V erify that the amount of available sp ace is positive for each ACD and make any necessary adjustments. For more information a[...]

Copying and activating t he custom er’s administra tion and options 64 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s T urning on V isual V ectors server (optional) If your installation u ses the Visual V ectors server , you must now turn on the sof tware. If you do not use Vi sual V e ctors, continue with Updating the switch set[...]

Setting the Informix configura tion parameters Issue 1.0 December 2003 65 Setting the Informix configuration p arameters The Informix Dynamic Server (IDS) p arame ters for CMS must be adjusted to optimize system performance. Adjusting these p arameters allows the system to fully use additional processors and memory . Note: Note: During this procedu[...]

Copying and activating t he custom er’s administra tion and options 66 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s ! CAUTION: CAUTION: If the dial-up modem line is dropped af ter starting this command with nohup , reconnect to the system but do not rerun this command. Use tail -f /nohup.out to view the progress of t he command[...]

Migratin g customer data Issue 1.0 December 2003 67 Migrating customer dat a The following customer dat a must be migrated from the maintenance backup t apes: ● Migrating system administration dat a on page 67 ● Migrating agent and call center administratio n data on p age 69 Migrating system administration dat a ! CAUTION: CAUTION: Perform thi[...]

Copying and activating t he custom er’s administra tion and options 68 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 5. From the CMS Main Menu, sele ct System Setup > R3 Migrate Data . The following is displayed: 6. In the R3 Migrate Dat a window , select the options and enter the values that are indicated in the following ta[...]

Migratin g customer data Issue 1.0 December 2003 69 1 1. Look at the content s of the customer migration log and take any necessary corrective action. For help with interpretin g the log, contact technical support or your customer represent ative. 12. T o exit the UNIX window , enter: exit Migrating agent and call center administration dat a T o mi[...]

Copying and activating t he custom er’s administra tion and options 70 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s 3. In the R3 Migrate Dat a window , select the options and enter the values that are indicated in the following table: 4. Press Enter to access the a ction list in the top right corner . 5. Select Run and press En[...]

Resetting the CONSOLE parameter Issue 1.0 December 2003 71 Resetting the CONSOLE p arameter After you have migrated the customer data and you a re about to finish the upgrade, you must reset the CONSOLE parameter in the /et c/default/login file. T o reset the CONSOLE parameter: 1. Enter: vi /etc/default/login 2. Search for the following lines: 3. D[...]

Copying and activating t he custom er’s administra tion and options 72 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Expres s Replacing the customer ’ s t apes After migrating the customer’s data, remove the tapes from t he tape drive s and replace any tapes that the customer originally had in the t ape drives. These tapes that the c[...]