CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration 585-215-105 Comcode 108678319 Issue 1 June 2000
Copyright© 2000 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration iii CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration Table of Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Overview . . . . . . . . . . . . . . . . . . . . . 1-1 Supported Definity Switches . . . . . . . . . . . . . . 1-2 Supported CMS Platform Combinations . . . . . . .
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration iv Upgrading CMS to the High Availability Option . Overview . . . . . . . . . . . . . . . . . 3-1 . . . . . . . . . . . . . . . . 3-1 HA Upgrade Scenarios . . . . . . . . . . . . . . . . 3-1 Overview of the HA Upgrade Procedure . . . . . . . . . 3-3 Verifying the Tape Drive on an Enterprise 3000 Server . . . . . . 3-6 Tape Verification Procedure .
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration v 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 .
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration vi
Introduction Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-1 Introduction 1 Overview 1 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 Distribution (ACD) feature of Lucent Technologies DEFINITY® switches, operating in conjunction with the CMS software application.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-2 Introduction 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. Otherwise, it should be active only on the primary server.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-3 Introduction Required and Optional Software Required and Optional Software 1 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.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-4 Introduction Special Upgrade Considerations Special Upgrade Considerations 1 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.
Introduction Customer-Specific Roles and Responsibilities CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-5 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.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 1-6 Introduction 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. Customer Support for U.S. and Canada http://support.lucent.
Connecting HA Servers to the Switch Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-1 Connecting HA Servers to the Switch 2 Overview 2 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.
Connecting HA Servers to the Switch Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-2 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” network can be automatically redirected from the primary to the secondary server by means of customized scripting tools.
Connecting HA Servers to the Switch Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-3 ACD traffic is routed through dual control C-LAN circuit packs on the switch. The Definity switch must be administered to enable the dual CLAN cards; for details about the administration of dual ACD links on HA systems, see “Administering the Switch for CMS High Availability Systems” on Page 4-1.
Connecting HA Servers to the Switch Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-4 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 — Customer LAN administrator must be present during setup • If option b or c is chosen, the following information is needed from the customer: a.
Connecting HA Servers to the Switch Connecting to the Definity Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-5 Connecting to the Definity Switch Overview LAN Connectivity Options 2 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.
Connecting HA Servers to the Switch Connecting to the Definity Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-6 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. This is particularly likely when mutliple ACDs are conncected to the CMS server.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-7 Connecting HA Servers to the Switch Connecting to the Definity Switch Distance Limits 2 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. Therefore, the distance between a local switch and server must not exceed a maximum distance of 500 meters (1,640 feet).
Connecting HA Servers to the Switch Connecting to the Definity Switch Cabling Procedure 2 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 2-8 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” on Page 2-8. 1.
Upgrading CMS to the High Availability Option Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-1 Upgrading CMS to the High Availability Option 3 Overview 3 Upgrading CMS to the High Availability Option describes CentreVu Call 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.
Upgrading CMS to the High Availability Option HA Upgrade Scenarios CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-2 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) • the original server either does not require a so
Upgrading CMS to the High Availability Option HA Upgrade Scenarios Overview of the HA Upgrade Procedure CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-3 The steps required to perform an HA upgrade when the original server requires a full CMS version upgrade are described below and depicted in the accompanying figurePage 2-5. 3 Note: Steps 1 through 4 (below) should be performed approximately 24 hours before the HA upgrade process is initiated. 1.
Upgrading CMS to the High Availability Option HA Upgrade Scenarios CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-4 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. Note: At this point in the upgrade process, CMS users must not attempt to make administrative changes on the system until the HA upgrade is completed. 6.
Upgrading CMS to the High Availability Option HA Upgrade Scenarios CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-5 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 “CentreVu Call Management System R3V8 High Availability User Guide” (585-210-931). Schematic depiction of the HA Upgrade procedure when a full CMS version upgrade is required:.
Upgrading CMS to the High Availability Option Verifying the Tape Drive on an Enterprise 3000 Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-6 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.
Upgrading CMS to the High Availability Option Performing a CMSADM Backup CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-7 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. A CMS ADM backup must be performed within 24 hours of the start of the HA upgrade process.
Upgrading CMS to the High Availability Option Performing a CMSADM Backup Procedure C CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-8 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.
Upgrading CMS to the High Availability Option Performing a CMSADM Backup CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-9 3. Enter a tape drive selection from the displayed list. The program responds: Please insert the first cartridge tape into . Press ENTER when ready or Del to quit:^? Note: If only one tape drive is available, the output shown above is not displayed. 4. Press Enter. The backup process begins.
Upgrading CMS to the High Availability Option Performing a CMSADM Backup CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-10 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. When prompted, repeat this process for any additional tapes generated by the backup process.
Upgrading CMS to the High Availability Option Performing a Full Maintenance Backup CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-11 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. 1. Log in as a CMS user and select the Maintenance - Back Up Data option from the main menu. The Back Up Data window is displayed.
Upgrading CMS to the High Availability Option Performing a Maintenance Backup (Administration Data Only) CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-12 Performing a Maintenance Backup (Administration Data Only) When the CMS technician arrives onsite, they perform an initial maintenance backup on the original server. This backup should include only CMS system administration data, ACD-specific admin data, and non-CMS data.
Upgrading CMS to the High Availability Option Performing a Maintenance Backup (Administration Data Only) CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-13 The correct backup option selections are shown in the following example: x x 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. 4.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server c. CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-14 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: d. Enter: l The system displays a list of the database tables included on the backup.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-15 • Connected the NTS and the CMS computer to the network hub unit. See CentreVu® CMS R3V6 Sun® Enterprise™ 3000 Computer Connectivity Diagram (585-215-865), CentreVu® CMS Sun® Enterprise™ 3500 Computer Hardware Connectivity Diagram (585-215-877), or CentreVu® CMS Sun® Ultra™ 5 Computer Connectivity Diagram (585-215-872).
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Procedure 3 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-16 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.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-17 If this is not an upgrade and you enter n, the program responds: Purchased version is R3V8. Is this correct? (y/n): 4. Enter y. NOTE The program uses the above information to populate the “Purchased CMS Release” field of the System Setup:Switch Setup screen.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-18 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. Enter y if the customer purchased the Expert Agent Selection feature; otherwise, press Enter.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-19 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” are defined as the number of CMS-measured agent-split and agent-skill combinations logged in at the same time. Each split an agent logs into is an agent-split combination.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-20 The program responds: Enter the maximum number of ACDs that can be installed (1-8): (default: 1) 15. Enter the number of ACDs the customer purchased. The prompt displays and all authorizations have been set. 16. Verify that authorizations were set by entering the following: tail /cms/install/logdir/admin.log The admin.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Setting Up Data Storage Parameters Overview CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-21 3 3 TSC personnel modify specific data storage parameters on the CMS computer so that the CMS application can operate properly. The storage.def file contains these data storage parameters, which are installed with a set of standard default values.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-22 • # Daily start time (regular time): 12:00 AM • # Daily stop time (data will be collected for seconds of last minute): 11:59 PM • # Number of agent login/logout records (0-999999): 10000 • # Number of agent trace records: 10000 • # Number of call records (0-5000 internal or 0-99999 external): 0 • # Number of exceptions records (1-2000): 250 • # Days
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-23 • # Weeks of weekly trunk groups (1-520): 53 • # Months of monthly trunk groups (1-120): 13 • # Days of intrahour for trunks (1-62): 31 • # Days of daily trunks (1-1825): 387 • # Weeks of weekly trunks (1-520): 0 • # Months of monthly trunks (1-120): 53 • # Days of intrahour for call work codes (1-62): 0 • # Days of daily call work codes (1-1825): 0
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-24 • # Days of daily VDNs (1-1825): 387 • # Weeks of weekly VDNs (1-520): 53 • # Months of monthly VDNs (1-120): 13 4.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-25 Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Procedures 3 To set up a network connection to an HA-enabled switch and other CMS computer peripherals, the following steps are performed: • Edit the /etc/hosts file. • Set up a second network interface. • Edit the /etc/defaultrouter file. Editing the /etc/hosts File 1. To save a backup copy of the file, enter: 3 cp /etc/hosts /etc/hosts.old 2.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-26 7. Add a line to this new file with the host name you added to the /etc/hosts file. For example: cms_1 8. Press the Esc key to leave the edit mode. 9. Enter :wq to write and quit editing the file.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Setting Up the CMS Application Overview Prerequisites CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-27 3 3 3 Use the procedures in this section to set up the CMS application. • Verify that you are logged in as root. • CMS must be turned off. • All file systems must be mounted. Setup Methods 3 You can set up the CMS feature package using one of two methods: a.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Setting Up CMS Interactively from a Terminal CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-28 Overview: 3 Using the interactive option, the program prompts you for the necessary information. Procedure: 1. If you are not sure of the device path, do the following: a. Insert a tape into the tape drive. b.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-29 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. Running this command will remove all CMS data in the database. Do you wish to proceed and re-configure CMS? (y/n): (default: n) 4. Enter y to continue with the setup, or enter n to exit setup.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-30 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 4) 5.0 Gbyte 8mm tape 5) SCSI QIC-2.5 cartridge tape - 2.5GB tape 6) SCSI 4-8 SLR cartridge tape - 4GB tape (8GB compressed) Enter choice (1-6): 7.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-31 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 4) Definity-G3V5 5) Definity-R6/R7 6) Definity-R8 Enter choice (1-6): 11. Enter the option number associated with switch model associated with this ACD.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-32 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. Enter the Phantom Abandon Call Timer value in seconds (1-10): (default:10) 15. Enter the Phantom Abandon Call Timer value.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-33 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. The program responds: Select the transport to the switch 1) X.25 2) TCP/IP Enter choice (1-2): Enter 2 to select TCP/IP. 18.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-34 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. Enter the maximum number of split/skill members that will be logged into this ACD simultaneously, considering shift overlap.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-35 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. Enter the number of agents logged in during the shift. NOTE Steps 24 through 26 repeat for the number of shifts entered in Step 23.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-36 30. Enter the number of call work codes. If this is the ACD being set up, the program responds: Updating database ................... After a few minutes, if vectoring is enabled on the switch (that is, if a y was entered in Step 12), the program responds: Enter number of vectors (0-XXXX): 31. Enter the number of vectors.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-37 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. WARNING: You do not currently have sufficient file space for your existing CMS data.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-38 If you are not installing any other feature packages, perform the following steps to turn on CMS: 1. Access the CMS Services menu by entering cmssvc. The menu appears. 2. Enter 3 to select the run_cms option. 3. Enter 1 to turn on CMS.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-39 . # 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 # 4) 5.0 Gbyte 8mm tape # 5) SCSI QIC-2.5 cartridge tape - 2.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-40 # # # # # # 2 # # # # # # # # # # # # # # # # 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): # # # # Skip the next question if you did not enter choices 11 - 12. These are used for testing only.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-41 # Number of shifts (1-4): 1 # 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): 100 # Enter the start time for shift 2 (hh:mmXM): # Enter the stop time for shift 2 (hh:mmXM): # Number of agents logged into all splits/
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-42 .
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server Running Setup with a Flat File CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-43 1. Enter cd to change to the root directory. 3 2. 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.
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-44 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. (Upgrade from any ISO Latin language to any ISO Latin language or from Japanese to Japanese is supported).
Upgrading CMS to the High Availability Option Setting Up CMS on an HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-45 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. All failure messages are logged in this file.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-46 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.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-47 2. Enter 1 to select the auth_display option.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-48 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 packages that are authorized but not yet installed. 6. Enter the number that corresponds to the Forecasting package.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-49 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 that were installed or authorized.
Upgrading CMS to the High Availability Option Installing Feature Packages Installing the External Call History Package Overview Running ECH in the HA Environment CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-50 3 3 3 Use these procedures to install the External Call History (ECH) feature package. When a CMS customer is using ECH in an HA environment, the ECH software should be installed on both the primary and secondary servers.
Upgrading CMS to the High Availability Option Installing Feature Packages Procedure 3 CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-51 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.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-52 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.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-53 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. Press Enter.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-54 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. Enter the number of call records to be held in the buffer if the Call History machine cannot accept the data.
Upgrading CMS to the High Availability Option Installing Feature Packages CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-55 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 that were installed or authorized.
Upgrading CMS to the High Availability Option Setting Up the Remote Console CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-56 Setting Up the Remote Console Overview C C This section describes how to redirect the remote console port on the new HA server using the Solaris software package. Remote access is required for both the primary and secondary servers. Redirecting the console allows the TSC to dial in and do remote maintenance. Since the X.
Upgrading CMS to the High Availability Option Setting Up the Remote Console CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-57 2. Enter y. The program responds: ttyX administration removed 3. Enter the following to administer the remote console port: /cms/install/bin/abcadm -i -b 9600 ttyX (where X is “a” or “b”) The program responds: ttyX set to incoming port 9600 baud # The remote console port has been administered.
Upgrading CMS to the High Availability Option Setting Up the Remote Console CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-58 3. Enter y. The program responds: ttyX administration removed 4. Redirect the console to the remote console port by entering the following: /cms/install/bin/abcadm -c -b 9600 ttyX The program responds: This change requires a reboot to take affect Are you ready to reboot? [y,n,?] 5. Enter y.
Upgrading CMS to the High Availability Option Setting Up the Alarm Originator CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-59 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. As the system reboots, the shutting-down messages appears on the remote console. When the system starts to come back up, the system boot diagnostics should appear on the local console.
Upgrading CMS to the High Availability Option Setting Up the NTS CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-60 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. 2. Turn on the NTS, and within 15 seconds push the Test Switch on the front of the NTS (see the following figure). 3.
Upgrading CMS to the High Availability Option Setting Up the NTS CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-61 The program responds: Erase 1) EEPROM (i.e., Configuration Information) 2) FLASH (i.e., Self Boot Image) Enter 1 or 2:: 5. Enter 1 to erase EEPROM. The program responds: Erase all non-volatile EEPROM memory? (y/n) [n]:: 6. Enter y. The program responds: Erasing xxxx bytes of non-volatile memory. Please wait.... ...............................
Upgrading CMS to the High Availability Option Setting Up the NTS CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-62 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 []:: 11. Enter the IP address of the CMS computer. The program responds: Preferred load host address xxx.xxx.xxx.xxx Enter Broadcast address [0.0.0.0]:: 12.
Upgrading CMS to the High Availability Option Setting Up the NTS CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-63 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. For the 8- and 16-port NTS, the boot file name is: [(ip) “oper.52.enet”,(mop)“OPER_52_ENET.
Upgrading CMS to the High Availability Option Creating an Alternate Boot Device for Mirrored Systems CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-64 Creating an Alternate Boot Device for Mirrored Systems 3 This procedure creates an alternate boot device. This procedure is required only for Enterprise 3000 or Enterprise 3500 platforms configured as mirrored systems.
Upgrading CMS to the High Availability Option Migrating CMS System Administration Data to the New Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-65 5. Specify System Administration data as the the migration data types, and specify All ACDs for migration, as shown in the following example: x x x 6. Press Enter to access the action list in the top right corner of the window. 7. Select the Run option and press Enter.
Upgrading CMS to the High Availability Option Checking the Archive Interval CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-66 Checking the Archive Interval 3 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. This avoids unnecessary loss of call data. To check the archive interval status: 1. Log in as a CMS user and select the Maintenance option from the CMS Main Menu.
Upgrading CMS to the High Availability Option Administering the Switch CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-67 Administering the Switch 3 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” on Page 4-1.
Upgrading CMS to the High Availability Option Upgrade the Original CMS Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-68 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.
Upgrading CMS to the High Availability Option Migrating CMS Historical Data to the New HA Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-69 Migrating CMS Historical Data to the New HA Server 3 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.
Upgrading CMS to the High Availability Option Migrating Administration Data Back Onto the Original Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-70 6. The Status: field reports the progress of the migration. When the migration ends, Status: indicates the success or failure of the run. 7.
Upgrading CMS to the High Availability Option Migrating Administration Data Back Onto the Original Server CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-71 3. Select the System Setup -> R3 Migrate Data option from the CMS main menu. The System Setup: R3 Migrate Data window is displayed. Select CMS administration data and Agent/Call center admin data as data types and specify All ACDs for migration, as shown in the following example: x x x 4.
Upgrading CMS to the High Availability Option Performing a New Full Maintenance Backup and Restore CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-72 Performing a New Full Maintenance Backup and Restore These procedures create a full maintenance backup on the new HA server. The backup is then used to restore CMS historical data back onto the original server.
Upgrading CMS to the High Availability Option Performing a New Full Maintenance Backup and Restore CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-73 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 NonCMS data options, as illustrated in the following figure: 4.
Upgrading CMS to the High Availability Option Performing CMSADM Backups on the HA Servers CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 3-74 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. The CMSADM file system backup saves all system files (excluding CMS call data).
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-1 Administering the Switch for CMS High Availability Systems Overview Administering the Switch for CMS High Availability Systems 4 Overview 4 Before a CentreVu® Call Management System (CMS) high availability (HA) system can collect and process Automatic Call Distribution (ACD) data from the DEFINITY ® switch, a special hardware interface on the switch must be properly administered.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-2 Administering the Switch for CMS High Availability Systems Setting Up Version and Release Values Overview 4 Administrative procedures related setting up version and release values include: • setting the G3 Version on the System Parameters Customer Options form • setting the Call Center Release on the System Parameters Customer Options form • setting up the Adjunct CMS Release on the System Parameters Features form.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-3 Administering the Switch for CMS High Availability Systems Setting Up Version and Release Values Setting the Switch Version Use Page 1 of the System Parameters Customer Options form to set the switch version. 4 change system-parameters customer-options Page 1 of OPTIONAL FEATURES G3 Version: V8 Location: 1 Maximum Ports: Maximum XMOBILE Stations: Maximum H.323 Trunks: Maximum H.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-4 Administering the Switch for CMS High Availability Systems Setting Up Version and Release Values Setting the Call Center Release Use Page 4 of the System Parameters Customer Options form to set the Call Center Release. This is a new field introduced with R8. 4 change system-parameters customer-options CALL CENTER OPTIONAL FEATURES Page 4 of X Call Center Release: 8.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-5 Administering the Switch for CMS High Availability Systems Setting Up Version and Release Values Setting the Adjunct CMS Release Use the System Parameters Features form to set the Adjunct CMS Release. Depending on switch release, this field can be found on different pages.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-6 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Setting Up the Link on the CMS Computer The following information must be obtained to set up the CMS link: • switch name 4 • switch model (release) • is Vectoring enabled on the switch (if authorized)? • is Expert Agent Selection (EAS) enabled on the switch (if authorized)? • does the Central Office have disconnect supervision? • lo
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-7 Administering the Switch for CMS High Availability Systems Administering the Definity Switch forms, with detailed explanations for the required fields. Use the forms in the order shown.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-8 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding a Second Packet Interface This procedure is required only for Definity G3csi switches. 4 Use the Maintenance-Related System Parameters form to add a second packet interface to the G3csi switch. This is required for CMS computer connectivity.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-9 Administering the Switch for CMS High Availability Systems 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. This must be administered for the CLAN to work.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-10 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding Node Names and IP Addresses 4 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 to assign the name and IP address of the CMS computers and all switches networked with the CMS computer.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-11 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Field Name Definition 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. The node names can be entered in any order. The names are displayed in alphabetical order the next time the form is displayed.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-12 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding a C-LAN IP Interface 4 Use the IP Interfaces form to assign a C-LAN circuit pack as an IP interface. With the High Availability option, you assign two separate CLAN IP interfaces. NOTE: This form is new for DEFINITY R8 and later. Several of the fields on this form were previously on the Data Module form in DEFINITY R7.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-13 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Field Definition Network regions are interconnected Enter n. This application is not used for 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. Type Enter C-LAN. Slot Enter the equipment location of the C-LAN circuit pack.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-14 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding an Ethernet Data Module 4 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 High Availability option, you assign two ethernet data modules.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-15 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding the Processor Interface Channels Use the Processor Channel form to assign the processor channel attributes. With the High Availability option, you will assign two separate processor channels. 4 change communication-interface processor-channels PROCESSOR CHANNEL ASSIGNMENT Proc Chan Enable 1: y 2: y 3: 4: Appl.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-16 Administering the Switch for CMS High Availability Systems Administering the Definity Switch Adding IP Routing 4 Use the IP Routing form to set up the IP route(s) from the switch to the CMS computer. This is required when: • the switch and the CMS computer are on different subnets, or • when a Gateway Address is not administered for the C-LAN IP interface.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-17 Administering the Switch for CMS High Availability Systems 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. If you are going through a router, you must set up IP route 1 from the switch to the router, and then set up IP route 2 from the switch to the CMS computer.
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration 4-18 Administering the Switch for CMS High Availability Systems Administering the Definity Switch
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Index IN-1 Index 5 A Administer NTS . . . . . . . . . Remote Console Port Switch LAN. . . . . . TCP/IP . . . . . . . . Administering Generic 3si Switch . . LAN Generic 3si . . . . Administration Log . . . Authorizations EAS . . . . . . . . . External Call History . Feature Packages . . Forecasting. . . . . . Graphics . . . . . . . Set . . . . . . . . . . . . . . . . . . F . . . . . . . . . . . . . . . . . . . . . . . .
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Index IN-2 N NTS Administer . . . . . . . . . . . . . . . . . . . 3-59 P Platforms combinations supported by High Availability. . .1-2 primary server defined . . . . . . . . . . . . . . . . . . . . . .1-1 installed software . . . . . . . . . . . . . . . .1-1 R Redirect Remote Console Port . Remote Console Administer the Port . . . . . Redirecting the Port . . . . . Setting Up the Software . . . Test . . . . . . . . . . . . .
