Upgrade Guide BCM 4.0 Business Communications Manager Document Status: Standard Document Version: 01.
Copyright © 2006 Nortel Networks, All Rights Reserved All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.
How to get Help 3 How to get Help This section explains how to get help for Nortel products and services. Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
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Contents 5 Contents Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 What’s new in BCM 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 No longer supported by BCM 4.0 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Appendix A Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Dealing with condition messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Dealing with log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Upgrading to BCM 4.0 after a failed pre-check or upgrade . . . . . . . . . . . . . . . . . . . . . 40 BCM Imaging Tool (BIT) . . . . .
Chapter 1 Getting started Use this document to upgrade a Business Communications Manager (BCM) or Survivable Remote Gateway (SRG) system to BCM 4.0 or SRG 1.5 software. Table 1 lists the supported upgrade paths to BCM 4.0 and SRG 1.5. Table 1 Available upgrade paths to BCM 4.0 and SRG 1.5 Software Hardware Upgrade path Comments BCM 3.6 BCM 3.7 BCM200 BCM400 BCM1000 BCM 3.6 or BCM 3.7 > BCM 4.0 Preserves customer data. Follow the instructions in this guide. SRG 1.0 BCM200 BCM400 SRG 1.0 > SRG 1.
Chapter 1 Getting started Applicable systems The upgrade to BCM 4.0 applies to systems running: • • • BCM 3.6 (2.2c or 3.1a) BCM 3.7 (2.4f) SRG 1.0 An SRG 1.0 system is upgraded to SRG 1.5 using the BCM 4.0 Upgrade Wizard (located on the Upgrade CDs) and SRG authorization code. The process is outlined in this guide. What’s new in BCM 4.0 The primary changes from BCM 3.7 to BCM 4.
Chapter 1 Getting started 9 No longer supported by BCM 4.0 software The following items are not supported by BCM 4.0 software: • • • • • • Companion, European Matra DECT, and Symbol: Keycodes are unavailable for BCM 4.0 and these telephones will no longer function. PPTP functionality: Point-to-point tunneling protocol (PPTP) for VPN access is no longer supported. BCM 4.0 provides support for IPSec as the preferred VPN solution.
Chapter 1 Getting started Second step Perform the upgrade using the information in Chapter 3, “Upgrading to BCM 4.0 and SRG 1.5,” on page 19. The chapter describes: • • • • Upgrading BCM200/400 and BCM1000 systems Upgrading an SRG 1.0 system Upgrading a BCM400 Expansion Gateway step-by-step instructions to guide you through the upgrade using the Upgrade Wizard Condition messages might appear during the upgrade.
Chapter 2 Pre-upgrade activities Before you attempt to perform the upgrade, review the following prerequisites carefully to determine whether your system is compliant, and perform the indicated tasks to prepare your system for the upgrade process. If you are unable to correct any issues, contact technical support within your organization for information on resolving the issues.
Chapter 2 Pre-upgrade activities • No longer supported: A number of BCM 3.6/3.7 features are no longer supported in BCM 4.0. Refer to “No longer supported by BCM 4.0 software” on page 9 for more information. Pre-upgrade tasks The pre-upgrade tasks must be completed before attempting the upgrade.
Chapter 2 Pre-upgrade activities • 13 Perform a backup of your BCM 3.6/3.7 system: Current settings will be lost if there is a system failure during the upgrade procedure. Use the Unified Manager backup and restore utility (BRU) to back up all the data on the BCM and store it on a remote host before proceeding with the upgrade procedure. Note: If you are using Network Configuration Manager (NCM) to manage your BCM networks, you can use NCM to automatically obtain and store the backup images of BCM 3.6/3.
Chapter 2 Pre-upgrade activities • Change (or verify) DHCP subnet names: The BCM 4.0 system supports 4 to 12 characters for the DHCP subnet name, while BCM 3.6/3.7 supports more than 12 characters. If your BCM 3.6/3.7 system has multiple DHCP subnet names where the first 12 characters are identical, you must change one of the subnet names to make it unique - the first 12 characters of each subnet name must be unique before upgrading.
Chapter 2 Pre-upgrade activities • • 15 Ensure mapped drives are disconnected: Remove any mapped drives connected to the BCM 3.6/3.7 systems using the Maintenance Tools web page. Ensure next hop router IP address belongs to the same subnet as the static routes: The next hop router IP address for static routes in BCM 3.6/3.7 is validated during the upgrade to BCM 4.0.
Chapter 2 Pre-upgrade activities 5 Uninstall RCC from the Web Host PC. Do not uninstall other RCC components such as MySQL server and clients. You will reinstall RCC after the upgrade (see Chapter 4, “Post-upgrade activities,” on page 31). For more detailed RCC backup instructions, see the Reporting for Contact Center Setup and Operations Guide.
Chapter 2 Pre-upgrade activities 17 Record-keeping tasks The following information is not preserved by the upgrade process. Make note of the configurations so you can reenter the information after the upgrade is complete: • • • • • • • • • • • • • User accounts, groups, and permissions: The user accounts, groups, and permissions are not preserved during the upgrade. You must reenter this information after the upgrade is complete. The groups and privileges are implemented differently in BCM 4.
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Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 This section describes the steps to upgrade a BCM 3.6/3.7 system to BCM 4.0 and a Survivable Remote Gateway (SRG) 1.0 system to SRG 1.5 using the Upgrade Wizard. Since SRG 1.0 is based on the BCM 3.6/3.7 platform, and SRG 1.5 is based on the BCM 4.0 platform, the upgrade process to BCM 4.0 and SRG 1.5 is almost identical. Any differences in the procedures are indicated in this document.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 Upgrading an SRG 1.0 system to SRG 1.5 The Survivable Remote Gateway 1.0 system is a peripheral of the Communication Server 1000 (CS 1000) but leverages the BCM200/400 core software to act as a remote gateway for the Main Office. Because of this dependency, the upgrade path for SRG 1.0 to SRG 1.5 leverages the BCM 4.0 Upgrade Wizard and upgrade process but requires the unique SRG 1.0 to SRG 1.5 upgrade kit (NTDU98AA) that includes the SRG 1.0 to SRG 1.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 21 To perform the BCM 4.0 and SRG 1.5 upgrade 1 Insert the BCM 4.0 Upgrade CD marked Disk 1 into the CD-ROM drive of the management computer. • If your CD-ROM drive is configured to run automatically, the welcome page appears. • If your CD-ROM drive does not run automatically, run Startup.bat. (On Windows, click Start, choose Run, enter :Startup.bat and then click OK.) The welcome page of the Upgrade Wizard appears (see Figure 2).
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 Figure 3 BCM Upgrade Checklist page 3 Select the check box at the bottom of the screen after you complete the listed tasks. 4 Click Next to continue. The sign-in page appears (see Figure 4).
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 23 Figure 4 BCM Upgrade Wizard sign-in page 5 Enter the IP address of the system being upgraded in the IP Address box. The IP address format is xxx.xxx.xxx.xxx; press the space bar to move between fields. 6 In the Password box, enter PlsChgMe! as the password. The username is entered automatically as ee_admin. Note: You must use PlsChgMe! for the password or the upgrade will not proceed.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 8 Click Next when you are ready to proceed. If you entered incorrect information, you receive a condition message. Click OK and check your entry. After you click the Next button, the Upgrade Wizard performs a system validation to ensure that your system is ready to receive the upgrade. It also configures FTP access and sends the pre-check files to the BCM system.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 9 25 Click Begin when you are ready to continue the upgrade. The Final Confirmation Before Upgrade Begins dialog box appears (see Figure 6). Figure 6 Final Confirmation Before Upgrade Begins 10 Click Yes to continue the upgrade. Note: The BCM system reboots several times during the upgrade process. 11 The BCM Upgrade Wizard progress page appears (see Figure 7).
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 Figure 7 BCM Upgrade Wizard progress page A secondary dialog box (see Figure 8) appears during the Transfer BCM 4.0 software action. This box shows the progress of the files being copied to the BCM system. Warning: Do not press Cancel during file transfers, as it renders your BCM system out-of-service until the upgrade is restarted and completed.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 27 12 When the dialog box shown in Figure 9 appears, remove the first upgrade CD (Disk 1) from the CD drive and insert the second upgrade CD (Disk 2) into the drive. Figure 9 Insert CD 13 Click OK to continue. Once the files are transferred, the upgrade continues. The system reboots multiple times before the upgrade is complete.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 Figure 11 Final upgrade screen with green BCM status LEDs 17 Perform the post-upgrade activities that apply to your system shown in Chapter 4, “Post-upgrade activities,” on page 31. The BCM 4.0 system is back in service. Specific functionality described in Chapter 4, “Post-upgrade activities,” on page 31 is not accessible until the post-upgrade activities have been performed.
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 29 Upgrade Wizard BCM status indicators The indicators in the BCM Status box on the transfer/upgrade page change as the transfer and upgrade process progresses (see Figure 12 and Table 3). Figure 12 BCM status indicators Indicate the current state of BCM connectivity and service availability Table 3 BCM status indicators BCM Connection LEDs BCM Services • indicates that the application is connected to the BCM system and can communicate with it.
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Chapter 4 Post-upgrade activities The following section contains a list of activities that must be performed after running the Upgrade Wizard. Note: You may not need to do all of these activities. Not all systems use all the functions listed below. You must manually configure the items that were not preserved from BCM 3.6/3.7.
Chapter 4 Post-upgrade activities • • • • • • • • • • • • N0060597 Ensure that your system name follows the naming standards: If your system name does not follow the naming standards for BCM 4.0, then change your system name to follow the BCM 4.0 naming standards. For more information, see “BCM system tasks” on page 12. Configure the system time zone: Verify that the time zone including location for your system is correct (Configuration > System > Date and Time > Time zone). BCM 4.
Chapter 4 Post-upgrade activities • • • • • 33 ISDN: If users require ISDN access for remote management tasks, you must configure the ISDN Dial-Out User name (Configuration > Resources > Network Interfaces > Interfaces > ISDN). If you need to change the associated password, go to: Configuration > Administrator Access > Accounts and Privileges > View by Accounts, then select the username and click Modify. This changes the password for all instances of that username.
Chapter 4 Post-upgrade activities • • Last-minute revisions: Read the documentation addendum for any last-minute issues that may need addressing with the new software. Back up data: As soon as you confirm that the system is operating as expected, perform a backup of all data, using Element Manager (Administration > Backup and Restore). This is now your current backup. Client upgrade tasks After you upgrade your BCM system, follow these procedures to upgrade BCM clients on each client computer.
Chapter 4 Post-upgrade activities 5 35 From the Administrator Applications page, select the application to install. The panel for the selected application opens. 6 Download the application according to the instructions on the panel for the application. 7 Install the application by double-clicking on the downloaded file. 8 Configure the clients according to your system documentation.
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Chapter 5 Hard disk upgrade This section describes the process to upgrade a BCM1000 system running BCM 2.0x or BCM 2.5/FP1 software to BCM 4.0 by replacing the hard disk with a BCM 4.0 FRU hard disk obtained from Nortel. Your BCM system also requires 256 MB of RAM. Warning: The hard disk upgrade does not preserve customer data, including core data. You must reprogram all customer data after a successful upgrade.
Chapter 5 Hard disk upgrade Upgrade to BCM 4.0 through hard disk replacement Use the following procedure to upgrade a BCM1000 system running BCM 2.x software to BCM 4.0 by replacing the system hard disk. The hard disk upgrade does not preserve customer data, including core data. You must reprogram all customer data after a successful upgrade. To upgrade to BCM 4.0 through a hard disk replacement 1 Perform a cold start of your BCM 2.x system. 2 Power off your BCM 2.x system.
Appendix A Troubleshooting There are a number of possible conditions that may occur during the upgrade process. This chapter provides information about those conditions, the log files generated during the upgrade, and common issues that impact system functionality. This chapter contains information about: • • • • “Dealing with condition messages” on page 39 “Dealing with log files” on page 39 “Upgrading to BCM 4.
Appendix A Troubleshooting • • • • upgrade.log: This is the main log file for upgrade process. It is created as the upgrade begins and information is appended to this file during the upgrade process. When the upgrade is complete, you can access this log file by using Element Manager to retrieve the diagnostic logs (ARCLog feature). The upgrade.log file is contained in the retrieved file.
Appendix A Troubleshooting 41 Note: Any 3rd party partition management or modifications are not supported by Nortel. In all cases where partition sizes are identified as invalid, a non-supported drive imaging or partition management utility (such as Ghost) was likely used.
Appendix A Troubleshooting Common troubleshooting issues The following describes general issues that may prevent your BCM system from functioning properly. If your BCM 4.0 (or SRG 1.5) system does not function after the upgrade and the problem cannot be corrected by other troubleshooting methods. Recommended action: Revert your system back to the pre-upgrade status (BCM 3.6/3.7 or SRG 1.0) and attempt the upgrade again. 1 Use BIT to image your BCM system to a factory BCM 3.6/3.7 system.
