Avaya Call Management System Release 13 Platform Upgrade and Data Migration

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Avaya Call Management System

Release 13

Platform Upgrade and Data Migration

07-600968

May 2006

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document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases.

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Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

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Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE

http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or

pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s)

Designated System(s) License (DS). End User may install and use each

copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on

multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

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Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your

telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site:

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Ordering documents

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This document is also available from the COMPAS database. The COMPAS ID for this document is 106891.

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number

is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

Voice: +1-207-866-6701

1-800-457-1235 (Toll-free, U.S. and Canada only)

Fax: +1-207-866-6095 Write: Globalware Solutions

200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager

Web: http://www.avaya.com/support

E-mail: [email protected]

Order: Document No. 07-600968 May 2006

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Preface . . . 7

Purpose. . . 7

Intended users . . . 8

Overview . . . 8

Conventions and terminology . . . 9

Reasons for reissue . . . 9

Related documentation . . . 10

Change descriptions . . . 10

Administration documents . . . 10

Software documents. . . 11

Hardware documents . . . 11

Call Center documents . . . 12

Avaya CMS upgrade documents . . . 12

Base load upgrades . . . 12

Platform upgrades and data migration . . . 13

Avaya Call Management System Upgrade Express (CUE) . . . 13

Documentation Web sites . . . 14

Support . . . 14

Migrating to a new CMS R13 platform . . . 15

Preparing for the upgrade. . . 16

Who should do upgrades . . . 16

Migrating data . . . 17

Overview . . . 17

Consolidating ACDs during migration . . . 18

Moving pseudo-ACDs . . . 19

Phased migrations . . . 19

Customization issues . . . 20

Support for serial ports . . . 20

Tape compatibility . . . 21

Avaya Operational Analyst upgrade issues . . . 21

Switch upgrade issues . . . 21

Installing and provisioning the new system . . . 22

Installing CMS R13 Expanded AUX (optional) . . . 23

Removing the current CMS load . . . 23

Installing CMS R13 Expanded AUX . . . 25

Installing CMS patches . . . 27

Recording information on the old system . . . 28

Switch information. . . 28

Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction Suite.

This section includes the following topics:

● Purposeon page 7 ● Intended userson page 8 ● Overviewon page 8

● Conventions and terminologyon page 9 ● Reasons for reissueon page 9

● Related documentationon page 10 ● Supporton page 14

Purpose

Avaya Call Management System (CMS) Release 13 Platform Upgrade and Data Migration is

written for users who are migrating data from an existing Sun CMS computer to a newly installed Sun CMS R13 or CMS R13.1 computer.

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Intended users

This document is written for:

● Avaya support personnel ● On-site installation personnel

Users of this document must be familiar with Avaya CMS and the Solaris operating system.

Overview

This document contains the procedures used to migrate data from an existing Sun CMS platform (server) to a new Sun CMS R13 server.

This document includes the following topics:

● Migrating to a new CMS R13 platformon page 15 ● Appendix A: Blank data formson page 59

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Conventions and terminology

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the information presented.

CAUTION:

!

CAUTION: Caution statements call attention to situations that can result in harm to software,

loss of data, or an interruption in service.

!

WARNING:

!

WARNING: Warning statements call attention to situations that can result in harm to hardware

or equipment.

!

DANGER:

!

DANGER: Danger statements call attention to situations that can result in harm to personnel.

!

SECURITY ALERT:

!

SECURITY ALERT: Security alert statements call attention to situations that can increase the potential

for unauthorized use of a telecommunications system.

Reasons for reissue

The May 2006 version of this document was changed for the following reasons:

● To add information about the Sun Netra 210 computer. The Sun Netra 210 computer is

replacing the Sun Blade 150 workstation. During the transition from the Sun Blade 150 and the Netra 210, you may see either of these used for platform upgrades. Information on both platforms are provided in this document.

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Change descriptions

For information about recent changes made in Avaya CMS and Avaya Call Center, see:

● Avaya Call Management System (CMS) Release 13.1 Change Description, 07-600955 ● Avaya Call Center Release 3.1 Change Description, 07-300560

● Avaya Call Center 3.0 and Call Management System Release 13 Change Description,

07-300304

Administration documents

For more information about Avaya CMS administration, see:

● Avaya Call Management System Release 13 Administration, 07-600956

● Avaya Call Management System (CMS) Release 13 Database Items and Calculations,

07-300330

● Avaya Call Management System Supervisor Release 13 Reports, 07-300334

● Avaya Call Management System (CMS) Supervisor Release 13 Installation and Getting Started, 07-300333

● Avaya Call Management System High Availability User Guide, 07-300066 ● Avaya Call Management System High Availability Connectivity, Upgrade and

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Related documentation

Software documents

For more information about Avaya CMS software, see:

● Avaya Call Management System Release 13 Software Installation, Maintenance, and Troubleshooting Guide, 07-600954

● Avaya CMS Open Database Connectivity Version 4.2, 585-780-701

● Avaya Call Management System Release 13 LAN Backup User Guide, 07-600953

● Avaya Call Management System Release 13 External Call History Interface, 07-300737

● Avaya CMS Custom Reports, 585-215-822

● Avaya CMS Forecast User Guide, 585-215-825

● Avaya Visual Vectors Release 13 Installation and Getting Started, 07-300353 ● Avaya Visual Vectors Release 13 User Guide, 07-300354

● Avaya Call Management System (CMS) Supervisor Release 13 Report Designer,

07-300743

Hardware documents

For more information about Avaya CMS hardware, see:

● Avaya Call Management System Sun Netra 210 Computer Hardware Installation, Maintenance, and Troubleshooting, 07-600963

● Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting, 07-600965

● Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting, 07-600964

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Call Center documents

For more information about Avaya Call Center documents, see:

● Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations, 07-300061

● Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-300477 ● Avaya Call Center Automatic Call Distribution (ACD) Guide, 07-300478

● Avaya Business Advocate User Guide, 07-300653

● Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 07-300739

Avaya CMS upgrade documents

There are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade.

● Base load upgradeson page 12

● Platform upgrades and data migrationon page 13

● Avaya Call Management System Upgrade Express (CUE)on page 13

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, r13ak.g to r13al.k). A specific set of instructions is written for the upgrade. The instructions are shipped to the customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).

For more information about base load upgrades, see:

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Related documentation

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R13).

For more information about platform upgrades and data migration, see:

● Avaya Call Management System Release 13 Platform Upgrade and Data Migration,

07-600968

Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V9) to the latest version (for example, R13).

A specific set of upgrade instructions is written for the upgrade. These instructions are included on the CUE software CD-ROM that is shipped to the customer site with the CUE kit.

For information about customer requirements for CUE upgrades, see:

● Avaya Call Management System Release 13 CMS Upgrade Express (CUE) Customer

Requirements, 700356744

For information about CUE upgrade procedures, see:

● Avaya Call Management System Release 13.1 Sun Blade 100/150 Workstation Mirrored and Nonmirrored Systems CMS Upgrade Express (CUE), 07-600763

● Avaya Call Management System Release 13.1 Sun Fire V880/V890 Computer CMS

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Documentation Web sites

For Avaya product documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available.

Use the following Web sites to view related support documentation:

● Information about Avaya products and service

http://www.avaya.com

● Sun hardware documentation

http://docs.sun.com

● Informix documentation

http://www.informix.com

● Tivoli Storage Manager documentation

http://www.tivoli.com

Support

Contacting Avaya technical support

Avaya provides support telephone numbers for you to report problems or ask questions about your product.

For United States support: 1- 800- 242-2121

For international support:

See the 1-800 Support Directory listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site.

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Migrating to a new CMS R13 platform

This document contains the procedures used to migrate data from an existing Sun CMS platform (server) to a new Sun CMS R13 server.

The procedures in this document support the standard like-for-like ACD migration from the old system to a new system. That is, ACD 1 migrates to ACD 1, ACD 2 migrates to ACD 2, ACD 3 migrates to ACD 3, and so on. Any variations on this standard migration scheme are supported by Communication Solutions and Integration (CSI) in the United States or the International CSI or Centers of Excellence (COE) outside the United States.

The following table lists the procedures that are included in this upgrade process. Use the

Completed column to check off procedures as you complete them.

The following support information is also provided:

● Appendix A: Blank data formson page 59

Use these forms to record ACD data that is used during administration of the ACDs.

● Appendix B: Data migration tableson page 67

These tables show how Informix tables are handled by CMS after they are migrated to the new R13 system.

Procedure Completed

Preparing for the upgradeon page 16

Installing and provisioning the new systemon page 22

Backing up the old systemon page 33

Migrating administration data and customer files to the new systemon page 44

Moving the switch link to the new systemon page 52

Migrating historical data to the new systemon page 54

Backing up the new systemon page 56

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Preparing for the upgrade

Before you start an upgrade to a new Sun server, consider the following issues:

● Who should do upgradeson page 16 ● Migrating dataon page 17

- Consolidating ACDs during migrationon page 18 - Moving pseudo-ACDson page 19

- Phased migrationson page 19

● Customization issueson page 20 ● Support for serial portson page 20 ● Tape compatibilityon page 21

● Avaya Operational Analyst upgrade issueson page 21 ● Switch upgrade issueson page 21

!

_Important:

Important: The Avaya CMS software disk will include a readme file named cms.readme.

Avaya recommends you review this file for any changes that might impact the procedures in this document.

Who should do upgrades

Upgrades are done by Avaya-authorized personnel based on the following conditions:

● In the United States and Canada, only Avaya CMS Provisioning personnel do upgrades.

Avaya CMS Provisioning is assisted by on-site Avaya technicians.

● Outside the United States and Canada, Avaya-approved business partners or system

integrators do upgrades.

!

_Important:

Important: If these procedures are performed by non-authorized personnel, the following

consequences could occur:

- You could permanently lose data.

- The CMS system could be put in a non-functioning state for some time. - You could be billed additional time and material expenses by Avaya.

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Preparing for the upgrade

Migrating data

● Overviewon page 17

● Consolidating ACDs during migrationon page 18 ● Moving pseudo-ACDson page 19

● Phased migrationson page 19

Overview

CMS R13 supports CMS data migration from R3V5 through R13. Migrated data includes:

● System administration data

- User logins and permissions (user passwords are not preserved during the migration) - Dictionary items (calculations)

- Timetables and shortcuts

- Custom reports (custom reports might require tuning)

● ACD administration data

- Exceptions

- Split and agent names (synonyms) - Agent trace data

● Historical data

- Daily, weekly, and monthly interval data - Exceptions

- Agent trace data

- Agent login and logout activity (found in only R3V8 and later)

!

_Important:

Important: Before backing up data on the old system, Avaya recommends that you run a

database corruption check on the current databases. Doing a corruption check helps minimize problems migrating data to the new system. Contact the Avaya maintenance help line to schedule a database corruption check.

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Consolidating ACDs during migration

!

_Important:

Important: Consolidating ACDs is not a standard migration process. Consolidation of ACDs

are done by CSI in the United States or International CSI or Centers of Excellence (COE) outside the United States.

You can migrate system administration data only once from a CMS. Therefore, when

consolidating ACDs from two or more existing systems onto one new system, you must decide which ACDs you will migrate and which ACDs you will readminister manually. For example, if one existing CMS has four ACDs, and the other existing CMS has two ACDs, you might want to migrate the four ACDs and readminister the other two ACDs. Whatever the situation, attempt to minimize manual readministration. Consult with the customer to see which ACDs are most important or have the greatest volume of CMS data.

The process of consolidating ACDs from different systems can cause conflicts in the system administration data. The following list presents potential conflicts and their solutions:

● CMS user IDs

- The migration program does not migrate CMS user IDs that are already established on the new system. User IDs that are not migrated are listed in the customer migration log. For those IDs, the program does not migrate user interface attributes (that is, color options, feature access, default values) from other ACDs. Custom reports, timetables, shortcuts, and menu additions owned by the user IDs that are not migrated are moved to the CMS user ID.

- UNIX system logins for CMS user IDs that are new to the new system are created automatically.

- No passwords are migrated.

● Custom reports

- The migration program renames non-unique custom reports as temp1, temp2, and so on, and identifies them in the customer migration log. The determination of

nonuniqueness is based on report group, report name, and CMS user ID. After the migration, change the names to something more meaningful.

- Timetables and shortcuts that use reports that are not migrated, are migrated, but refer to the old report names. You must modify the timetables and shortcuts to access the new names. You might also need to modify timetables so that they will operate as wanted after the migration.

- Custom reports with no data are not migrated.

● Timetables and shortcuts

The migration program renames non-unique timetables or shortcuts as temp1, temp2, and so on, and reports them in the migration log. You can change the names to something more meaningful, or delete them if they are no longer needed.

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● Dictionary

The migration program discards all calculations and constants with non-unique names, and reports the discarded names and values in the customer migration log so you can reenter them.

Data migration requires a feature match for Global Dictionary/ACD Groups. That is, if ACD administration data is backed up on a system where the Global Dictionary/ACD Groups feature is authorized, it cannot be migrated on a system where the feature has not been authorized.

● Menu additions

- The migration program discards non-unique menu additions based on the menu name and CMS user ID. The program reports discarded additions in the customer migration log.

- Customized executable programs referenced by menu additions are not migrated. The customer is responsible for saving any such executable programs before performing the upgrade, and reinstalling them afterward.

- Custom data items and custom database tables are not migrated. The customer is responsible for recording, before the migration, the details of any custom items to be saved, and for recreating the items in Informix and in CMS afterward.

Moving pseudo-ACDs

Pseudo-ACDs are not migrated. After the new R13 CMS is installed and operational, you must recreate and readminister any pseudo-ACDs that are to be set up on the new system. CMS supports up to eight ACDs, designated by numbers 1 through 8. If you create any pseudo-ACDs on your system, they must be assigned numbers 9 and greater.

Phased migrations

Phased migrations do not work. You cannot migrate some agents at one time and others later. You must decide what set of data you want. The two sets cannot be merged.

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Customization issues

If the old CMS computer has third-party software or other customized features that were added to the standard set of CMS-related software, the customer must collect, reinstall, recompile, and reconfigure any non-CMS software after the upgrade is completed and approved. The customer can contract with Avaya to reinstall this software on a time-and-materials basis. Contact your Avaya representative for details. Customization includes the following items:

● Internet Call Center.

● Network information names service, such as NIS or NISplus. ● Network printers.

● Pseudo-ACDs.

● Mounted file systems that were in the /etc/vfstab file before the upgrade. See the / etc/vfstab printout that the customer did before the upgrade. Have your administrator

verify that your new configuration is correct.

● Common Desktop Environment options such as screen layout and password protection. ● Wall-board administration.

● Workforce management software.

In the United States, CSI does a free investigation on the current system for custom and LAN software that can be updated or moved during the migration process. This investigation can be scheduled before contracts are written. Call 1-866-282-9266, select the prompt for CSI and the prompt to create a new engagement.

Support for serial ports

For general release, Avaya CMS R13 does not support serial connections on an NTS. Customers that previously used an NTS for serial connections must convert to network connections.

Note:

Note: In certain permissive-use cases, customers can continue to use an NTS for serial

connectivity. Contact Avaya support for information about Avaya’s permissive use policy and using an NTS with CMS R13.

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Tape compatibility

When upgrading from an old system to a new system, you might find that a maintenance backup tape created on the old system cannot be read by the tape drive on the new system. For example, if you are upgrading an Ultra 5 computer that has a Quarter-Inch Cartridge (QIC) tape drive to a Sun Fire V890 computer that has a 4-millimeter tape drive, the backup tapes used for the systems are incompatible. To work around this incompatibility, you must use the Remote Tape Copy (RTC) tool. See Copying migration data with the RTC toolon page 45 for more information.

For most recent CMS servers, a standard 4-millimeter tape drive is shipped as part of the server. The two models of tape drives found on CMS servers that use the 4-millimeter tapes are the DDS-4 and DAT 72 tape drives. Backups made on a DDS-4 tape drive can be read by the DAT 72 tape drive. Therefore, you can migrate data from an old server that uses the DDS-4 to a newer server that uses the DAT 72 without using the RTC tool.

Avaya Operational Analyst upgrade issues

If your CMS configuration uses the Avaya Operational Analyst (OA) feature, you must install an R13-compatible version of the Avaya OA software on the new CMS server before you bring the system up. See Installing Avaya OA software (optional)on page 32 for more information. You must also coordinate the stopping and starting of the Avaya OA data forwarders when you move the switch link from the old server to the new server. See Moving the switch link to the new systemon page 52 for more information.

Switch upgrade issues

When upgrading a CMS server to the latest CMS load, you must take into consideration the following switch upgrade issues:

● If an R3V9 or newer CMS is connected to an R7 or earlier switch, the switch must be

upgraded prior to or at the same time as the CMS. If the switch is upgraded first, it must be administered to talk to the existing CMS release and changed to R13 when the CMS is upgraded. If the switch is not upgraded first, the link to CMS will not come up because R7 and earlier switches are not supported by R13 CMS.

● If the CMS is R3V5 and the switch is R7 or earlier, they must be upgraded at the same

time since Communication Manager 3.x only supports CMS R3V6 through R13 and CMS supports R8 through Communication Manager 3.x.

● If the CMS is R3V9 or later and switch is R9 or later it does not matter if CMS or the switch

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Installing and provisioning the new system

Avaya field technicians or authorized representatives install the new system during normal business hours using the hardware installation documents that come with each system:

● Avaya CMS Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting

● Avaya CMS Sun Fire V880/V890 Computer Connectivity Diagram

● Avaya CMS Sun Netra 210 Computer Hardware Installation, Maintenance, and Troubleshooting

● Avaya CMS Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting

● Avaya CMS Sun Blade 100/150 Workstation Connectivity Diagram

While the technicians are installing the new system, the customer can run backups on the old system. See Backing up the old systemon page 33 for more information.

After the new system is installed, the CMS provisioning personnel or authorized representatives provision the system by doing the following procedures:

● Installing CMS R13 Expanded AUX (optional)on page 23 ● Recording information on the old systemon page 28 ● Provisioning the new systemon page 32

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Installing and provisioning the new system

Installing CMS R13 Expanded AUX (optional)

The CMS R13 Expanded AUX product includes the 100 AUX Reason Codes feature. The CMS R13 Expanded AUX product is only installed if the customer has purchased this product. Do one of the following selections:

● If the customer has not purchased the CMS R13 Expanded AUX product, continue with

Recording information on the old systemon page 28.

● If the customer has purchased the CMS R13 Expanded AUX product, use the procedures

described in the following sections before continuing with the upgrade: - Removing the current CMS loadon page 23

- Installing CMS R13 Expanded AUXon page 25 - Installing CMS patcheson page 27

Removing the current CMS load

To remove the current CMS load: 1. Log in as root.

2. Load the CMS R13 Expanded AUX software disk into the disk drive. 3. Enter:

pkgrm cms

The system checks the package and displays the following message:

4. Enter: y

The system displays the following message:

The following package is currently installed: cms Avaya(TM) Call Management System (sparc) rNNxx.x

Do you want to remove this package? [y,n,?,q]

## Removing installed package instance <cms>

This package contains scripts which will be executed with super-user permission during the process of removing this package.

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5. Enter: y

6. Enter: y

CAUTION:

!

CAUTION: Do not preserve CMS data. The current CMS database must be removed.

7. Enter: n

8. Enter: y

9. Enter: y

The system removes the current CMS load and displays the following message:

Note:

Note: If you see a getNextAcd error message during this final step, you can ignore the

message and continue with the installation of the Expanded AUX product.

## Verifying package dependencies. WARNING:

The <LUfaas> package depends on the package currently being removed.

Dependency checking failed.

Do you want to continue with the removal of this package [y,n,?,q]

## Processing package information. ## Executing preremove script.

Do you want to preserve CMS data? [y,n,?]

CMS and associated data will be removed from this machine Are you sure this is correct? [y,n,?]

All file systems should be backed up before continuing. . . .

. . .

Have you backed up the file systems? [y,n,?]

>> Removing customer database. . . .

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Installing CMS R13 Expanded AUX

To install the CMS R13 Expanded AUX product:

1. Verify that the CMS R13 Expanded AUX software disk is in the disk drive. 2. Enter:

pkgadd -d /cdrom/cdrom0 cms Note:

Note: It might be necessary to enter y several times to continue the CMS software

installation.

The system installs the CMS software. A message similar to the following example is displayed:

3. If any messages are displayed about conflicting files, setuid/setgid files, or scripts, enter y to all questions.

4. Press Enter.

The system proceeds to install CMS packages. When the installation is complete, the program might display the following message:

5. Press Enter.

The following message is displayed:

Note:

Note: If the installation procedure fails for any of the performance tools, the system

displays the following message:

If this message is displayed, continue with this procedure and the remaining CMS upgrade procedures. When the upgrade is complete, the system will require maintenance.

Processing package instance <cms> from </cdrom/r13cms> . . .

. . .

If CMS was installed by choosing CMS from pkgadd menu, type q and press return to exit. If CMS was installed using pkgadd -d /cdrom/cdrom0 cms, press return.

Installation of <cms> was successful.

- Customers in the US should call the CMS Technical Services Organization at 1-800-242-2121

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6. Press Enter.

The system returns to the command prompt. 7. Perform one of the following tasks:

● If the system does not prompt you to reboot the system, continue with Step 8. ● If the system prompts you to reboot the system, perform the following steps:

a. Enter:

/usr/sbin/shutdown -y -i6 -g0

The system reboots. b. Log in as root.

c. Continue with Step 8. 8. Enter:

pkgchk -n cms

If the software installation was successful, the system prompt returns to the screen after a few seconds.

9. Enter:

cat /cms/install/logdir/admin.log | pg

The system displays part of the CMS administration log. 10. Verify that there were no errors during the installation.

11. Press Enter to continue the display. It might be necessary to repeat this step several times.

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Installing CMS patches

To install the CMS patches: 1. Enter:

cmssvc

The system displays the CMS Services (CMSSVC) Menu. 2. Enter the number associated with the load_all option.

Depending on the availability of CMS patches one of the following events occurs:

● If there are no patches to be installed, the system displays a message to that effect

and returns to the system prompt.

● If there are patches to be installed, the system displays the following message:

3. Choose one of the following actions:

● If there are no patches to be installed, continue with Step 4. ● If there are patches to be installed, enter: y

The system installs the CMS patches. As the installation proceeds, the system keeps you informed of its progress, as shown in the following message:

4. Enter:

eject cdrom

5. Continue with Recording information on the old systemon page 28.

Are you sure you want to install all these patches? (y|n)

Generating list of files to be patched... . . .

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Recording information on the old system

You must record the following information from the old system to use when you provision the new system:

● Switch informationon page 28 ● Authorizationson page 29

● Data storage allocation parameterson page 30 ● Storage interval sizeon page 30

● Data storage allocation for Forecastingon page 31 ● Networking informationon page 31

● Printer administrationon page 32

Use the blank forms provided at the end of this document to record this information. See

Appendix A: Blank data formson page 59.

Switch information

To display switch information about each ACD on the old system: 1. Log on as root.

2. Enter:

cmssvc

The system displays the CMS Services menu. 3. Enter the option number for swinfo.

The system displays a list of the administered ACDs, similar to the following display:

Select an ACD 1)acd_number_1 2)acd_number_2

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4. Enter the number that corresponds to the ACD for which you want information.

The system displays the switch administration data for the selected ACD. For example:

5. Repeat this procedure for each ACD that was administered on the old system.

Authorizations

The auth_display option allows you to display current CMS authorizations. To display the current CMS authorizations:

1. Enter:

cmssvc

The system displays the CMS Services menu. 2. Select the auth_display option.

The system displays the purchased version of CMS and the current authorization status for CMS features and capacities. The options for authorization status are as follows:

● Authorized — The feature is purchased, and authorization is turned on.

● Not authorized — The feature is not purchased, or authorization is not turned on. ● Installed — The feature is authorized, and the software to support the feature is

installed. For External Call History in R3V8 and later, the display notes if the feature is on or off.

3. Use the blank form CMS authorizationson page 60 to record the current authorizations.

Switch administration for acd 1: Switch name: acd_number_1

Switch model: Communication Mgr R3 Vectoring: y

Expert Agent Selection: y

Central office disconnect supervision: y Local port: 1

Remote port: 1

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Data storage allocation parameters

To check the data storage allocation parameters for each ACD on the old system: 1. Log on to CMS.

The system displays the CMS main menu. 2. Select the System Setup option.

The system displays the System Setup menu. 3. Select the Data Storage Allocation option.

The system displays the Data Storage Allocation window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout. If you cannot print the record, use the blank form Data storage allocationon page 64 to record the information.

5. Press F3, Options > Current ACD, to select another ACD. 6. Repeat this procedure for each ACD.

Storage interval size

To check the storage interval size for each ACD on the old system:

1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display the menu.

The system displays the CMS main menu. 2. Select the System Setup option.

The system displays the System Setup menu. 3. Select the Storage Intervals option.

The system displays the Storage Intervals window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout. If you cannot print the record, use the blank form Storage intervalson page 65 to record the information.

5. Press F3, Options > Current ACD, to select another ACD. 6. Repeat this procedure for each ACD.

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Data storage allocation for Forecasting

You must check the data storage allocation for the Forecasting package if it is installed on the old system.

To check the data storage allocation for the Forecasting package on the old system:

1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display the menu.

The system displays the CMS main menu. 2. Select the Forecast option.

The system displays the Forecast menu. 3. Select the Data Storage Allocation option.

The system displays the Data Storage Allocation window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout. 5. Press F3, Options > Current ACD, to select another ACD.

6. Repeat this procedure for each ACD.

Networking information

Record networking information from the following files:

Note:

Note: Some systems will not have these files.

● /etc/hosts ● /etc/netmasks ● /etc/defaultrouter ● /etc/nsswitch.conf ● /etc/resolv.conf ● /etc/rc2.d/S*route

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Printer administration

To check the current printer administration:

1. Use the following command to display a list of administered printers:

lpstat -t | more

2. Based on the displayed printer names, use the following command to display the printer type and speed for each of the printers:

lpstat -p <name> -l | more

3. Use Maintenance > Backup/Restore Devices to display the current default printer device. Record that information to administer on the new system.

If the old system is using network printers, contact CSI for assistance recording information about those printers. CSI reinstalls network printers on the new system.

Provisioning the new system

After the new system is installed, you must provision the system as described in the chapter "Installing Avaya CMS and supporting software" in the Avaya CMS R13 Software Installation,

Maintenance, and Troubleshooting Guide.

Provisioning the new system includes the following procedures:

● Setting the date, time, and time zone ● Confirming IDS tuning parameters ● Configuring CMS authorizations

● Setting up CMS data storage parameters ● Setting up a mirrored system, if applicable ● Installing feature packages, if purchased ● Adding login IDs

● Setting up LAN connections ● Migrating data

Installing Avaya OA software (optional)

If the CMS configuration includes data collection for Avaya OA, you must install an

R13-compatible version of the Avaya OA data collection software. See Avaya OA Installation

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Backing up the old system

Backing up the old system

● Overviewon page 33

● Cleaning the tape driveon page 34 ● Doing a CMSADM backupon page 35

● Backing up Visual Vectors vector layouts and commentson page 40 ● Doing a full maintenance backupon page 42

● Doing an incremental maintenance backup (optional)on page 43

Overview

To move data from the old system to the new system, the customer must back up the old system on tape.

!

_Important:

Important: All tape backups must be completed before calling CMS provisioning. LAN

backups cannot be used for data migration in this procedure. This section includes the following topics:

● Tape compatibilityon page 34 ● Cleaning the tape driveon page 34 ● Doing a CMSADM backupon page 35

The CMSADM backup is usually done the night before the upgrade.

● Backing up Visual Vectors vector layouts and commentson page 40

The Visual Vectors backup is usually done the night before the upgrade.

● Doing a full maintenance backupon page 42

The full maintenance backup is usually scheduled to run overnight the night before the upgrade. However, if an incremental backup is not being done, run the full maintenance backup just before the upgrade.

!

_Important:

database corruption check on the current databases. Checking the database helps minimize problems migrating data to the new system. Contact the Avaya maintenance help line to schedule a database corruption check.

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● Doing an incremental maintenance backup (optional)on page 43

The incremental backup, if required, is done just prior to the old system being turned over to the technician and remote engineering support personnel. Any data collected after this incremental backup will not be migrated to the new system.

Tape compatibility

When upgrading from an old system to a new system, you might find that a maintenance backup tape created on the old system cannot be read by the tape drive on the new system. For example, if you are upgrading an Ultra 5 computer that has a Quarter-Inch Cartridge (QIC) tape drive to a Sun Fire V890 computer that has a 4-millimeter tape drive, the tape drives are incompatible. To work around this incompatibility, you must use the Remote Tape Copy (RTC) tool. See Copying migration data with the RTC toolon page 45 for the procedure.

For most recent CMS servers, a standard 4-millimeter tape drive is shipped as part of the server. The two models of tape drives found on CMS servers that use the 4-millimeter tapes are the DDS-4 and DAT 72 tape drives. Backups made on a DDS-4 tape drive can be read by the DAT 72 tape drive. You can migrate data from an old server that uses the DDS-4 to a newer server that uses the DAT 72 without using the RTC tool.

Cleaning the tape drive

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Doing a CMSADM backup

The CMSADM backup is usually done the night before the upgrade. Backup procedures for R3V6 and earlier differ from backup procedures for R3V8 and later.

CMSADM backup for R3V6 and earlier

The CMSADM backup on an R3V6 and earlier systems is service-affecting. Do the backup during low-traffic or no-traffic periods.

!

WARNING:

!

WARNING: Verify that you are using the correct tape for the tape drive on your system. Many

of the tape cartridges look alike, and using the wrong tape can damage the tape drive mechanism and tape heads.

To do a CMSADM backup: 1. Log in as root. 2. Enter:

cmsadm

The system displays the CMS Administration menu. 3. Enter 3 to select the backup option.

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4. Enter the number for the tape drive that is installed on your system.

The system displays the following message and calculates the approximate number of tapes that are required for the backup. Note that this is an approximation, and more tapes might be needed.

If only one tape is required, the system displays the following message:

If more than one tape is required, the system displays the following message:

5. Insert the first cartridge tape.

6. After the tape rewinds and repositions, press Enter. The system displays the following message:

Calculating approximate number of tapes required. Please wait.

The backup will need approximately 1 tape.

Please insert the first cartridge tape into </dev/rmt/X>. Press ENTER when ready:

The backup will need approximately <X> tapes.

Be sure to number the cartridge tapes consecutively in the order they will be inserted. Please insert the first cartridge tape into </dev/rmt/x>.

Press ENTER when ready:

The backup is about to begin. CMS is currently on. CMS will be turned off automatically during that portion of the backup which needs CMS off.

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7. To continue the backup, press Enter. Note that a CMSADM backup can take several hours, depending on the speed of the system and the tape drive.

If only one tape is required, the system displays the following message:

8. Do one of the following steps:

● If only one tape is required, continue with Step 12.

● If more than one tape is required, the system displays the following message, and you

continue with Step 9:

9. Insert the next tape and press Enter. When you insert the next tape, allow it to rewind and reposition before you press Enter. Repeat this step for any additional tapes.

After the system completes the backup, the system displays the following message:

10. Insert the first tape and press Enter.

After the tape is verified, the system displays the following message:

Backing up files...

... ... (dots continue to display as the system is backed up) ...

XXXXXX blocks

Tape verification

XXXXXX blocks

Please label the backup tape(s) with the date and the current CMS version (r3vXxx.x)

Backing up files...

... ... (dots continue to display as the system is backed up) ... End of medium on “output”.

Please remove the current tape, number it, insert tape number X, and press ENTER

XXXXXXX blocks

Tape Verification Insert the first tape Press Return to proceed:

End of medium on “input”.

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11. Remove the first tape and insert the second tape. After the tape rewinds and repositions, press Enter. Repeat this step for each additional tape.

After the last tape is verified, the system displays the following message:

12. When the tape drive LED stops blinking, remove the tape. The CMSADM file system backup is complete.

13. Label all tapes with the tape number and the date of the backup. Set the write-protect switch on the tape to read-only.

CMSADM backup for R3V8 and later

The CMSADM backup on an R3V8 or later system is not service affecting. However, CMS users who are not logged in when the backup starts must wait for the backup to complete before logging in to CMS.

To do a CMSADM backup:

!

WARNING:

!

WARNING: Verify that you are using the correct tape for the tape drive on your system. Many

of the tape cartridges look alike, and using the wrong tape can damage the tape drive mechanism and tape heads.

1. Log in as root. 2. Enter:

cmsadm

The system displays the CMS Administration menu. 3. Enter: 3

Depending on the configuration of your system, the system displays one of the following options.

a. If only one tape drive is available on the system, the system displays the following message:

Continue with Step 5.

b. If more than one tape drive is available for use by the system, the system displays a list of the tape drives.

XXXXXXX blocks

Please label the backup tape(s) with the date and the current CMS version (r3vXxx.x)

Please insert the first cartridge tape into <device name>. Press ENTER when ready or Del to quit:

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4. Enter a tape drive selection from the displayed list. The system displays the following message:

5. Press Enter.

The backup process starts. If more than one tape is required, the system displays the following message:

6. If the system displays the message in Step 5, insert the next tape and allow it to rewind. When it is properly positioned, press Enter.

7. When the backup is completed, the system displays information according to the number of tapes that are required for the backup:

● If the number of tapes required is one, the system displays the following message:

Continue with Step 10.

● If the number of tapes required is more than one, the system displays the following

message:

8. Insert the first tape to be used in the backup and press Enter. Wait for the LED on the tape drive to stop blinking before you remove the tape.

9. When prompted, repeat Step 8 for any additional tapes generated by the backup process. When the final tape is verified, the program displays the following message:

Please insert the first cartridge tape into <device name>. Press ENTER when ready or Del to quit:

End of medium on "output".

Please remove the current tape, number it, insert tape number x, and press Enter

xxxxxxx blocks Tape Verification xxxxxxx blocks

WARNING: A CMS Full Maintenance Backup in addition to this cmsadm backup must be done to have a complete backup of the system. . . . .

Please label the backup tape(s) with the date and the current CMS version (R3VXxx.x)

xxxxxxx blocks Tape Verification Insert the first tape Press Return to proceed :

xxxxxxx blocks Tape Verification xxxxxxx blocks

WARNING: A CMS Full Maintenance Backup in addition to this cmsadm backup must be done to have a complete backup of the system. . . . .

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10. Label all tapes with the:

● Tape number ● Date of backup

● Current version of CMS

11. Set the tape write-protect switch to read-only.

Backing up Visual Vectors vector layouts and comments

Visual Vectors Server software provides backup and restore functions. These functions allow you to save vector layouts and comments previously placed on the server from Visual Vectors client applications. The vector layout and comment files (1 through 8) are located at:

● /cms/aas/vector/layout

● /opt/cc/aas/vector/layout

Note:

Note: You can skip this procedure if there are no vector layouts and comments.

To back up Visual Vectors vector layouts and comments: 1. Insert a backup tape into the tape drive.

CAUTION:

!

CAUTION: Do not use the CMSADM or maintenance backup tapes

2. Enter:

cd /

3. Enter:

setupaas

The system displays the Visual Vectors System Services Menu. 4. Enter the number associated with the backup option.

5. Enter the path for the backup device.

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Note:

Note: The default device name is /dev/rmt/0. However, the device name used

depends on the SCSI ID of the drive. Possible device names are:

The system backs up the Visual Vectors vector layouts and comments. A message similar to the following is displayed:

/dev/rmt/0 Indicates the first noncompressing tape drive with

the lowest target address

/dev/rmt/1 Indicates the second noncompressing tape drive

with the second lowest target address

/dev/rmt/0c Indicates the first compressed-mode tape drive

with the lowest target address

/dev/rmt/1c Indicates the second compressed-mode tape

drive with the second lowest target address

Using X

as backup device.

Starting backup of vector steps and layout files. Please wait... Backup completed successfully.

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Doing a full maintenance backup

A full maintenance backup provides the majority of migration data for the new system. The full maintenance backup is usually scheduled to run overnight the night before the upgrade. However, if an incremental backup is not being done, run the full maintenance backup just before you start the upgrade.

!

_Important:

database corruption check on the current databases. Checking the database helps minimize problems migrating data to the new system. Contact the Avaya maintenance help line to schedule a database corruption check.

To do a full maintenance backup: 1. Log on to CMS.

2. Select Maintenance > Back Up Data from the CMS main menu. The Maintenance: Backup Data window is displayed.

3. In the Backup Data window, enter the values and select the options that are indicated in the following table:

4. Press Enter to access the action list, and select Run.

Field Value to enter or option to select

Device name The tape drive device name Verify tape...? y

ACD(s) to back up All ACDs

Data to back up For R3V6 and earlier: System administration data ACD-specific administration data Historical data - Full

Non-CMS data (if needed) For R3V8 and later:

Local system administration data CMS system administration data ACD-specific administration data Historical data - Full

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5. Label all tapes with the tape number and the date of the backup.

Doing an incremental maintenance backup (optional)

The incremental backup, if required, is done just prior to the old system being turned over to the technician and remote engineering support personnel. Any data collected after this incremental backup will not be migrated to the new system. If no data was collected from the switch since the full maintenance backup was done, an incremental backup is not required.

To do an incremental maintenance backup: 1. Log on to CMS.

2. Select Maintenance > Back Up Data from the CMS main menu. The Maintenance: Backup Data window is displayed.

3. In the Backup Data window, enter the values and select the options that are indicated in the following table:

4. Press Enter to access the action list, and select Run.

5. Label all tapes with the tape number and the date of the backup.

Device name The tape drive device name Verify tape...? y

ACD(s) to back up All ACDs

Data to back up For R3V6 and earlier: System administration data ACD-specific administration data Historical data - Incremental Non-CMS data (if needed) For R3V8 and later:

Local system administration data CMS system administration data ACD-specific administration data Historical data - Incremental Non-CMS data (if needed)

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Migrating administration data and customer files to the

new system

The process of migrating the administration data and customer files consists of the following procedures:

● Checking free space allocationon page 44

● Copying migration data with the RTC toolon page 45

● Migrating system administration data to the new systemon page 46

● Migrating agent and call center administration data to the new systemon page 47 ● Restoring contents of CMS user directories to the new systemon page 49

● Restoring non-CMS files (optional)on page 50

Checking free space allocation

To check free space allocation:

1. Go to the Free Space Allocation window that is located in the CMS System Setup subsystem.

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Migrating administration data and customer files to the new system

2. Verify that the amount of available space is positive for each ACD and make any necessary adjustments.

For more information about free space allocation, see Avaya CMS Administration. In the following example, ACD 8 has negative space available.

If the Total Free Space field shows that there is not enough space available to make the adjustment, it will be necessary to modify Data Storage Allocation or add an additional disk drive.

Copying migration data with the RTC tool

Use the RTC tool to copy data from a maintenance backup tape on one system to a blank tape on another system. After the data is copied from one tape to the other, use the newly-copied tape to migrate data to the new system.

Tip:

Tip: If the maintenance backup tapes on the old system are compatible with the tape

drive on the new system, there is no need to use the RTC tool. You can continue with Migrating system administration data to the new system on page 46.

The RTC tool is only available to Avaya support personnel from their support Web site. After you have created backup tapes using the RTC tool, continue with Migrating system

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Migrating system administration data to the new system

This procedure supports the standard like-for-like ACD migration from the old system to a new system. That is, ACD 1 migrates to ACD 1, ACD 2 migrates to ACD 2, ACD 3 migrates to ACD 3, and so on. Any variations on this standard migration scheme are supported by CSI in the United States or the International CSI or COE outside of the United States.

CAUTION:

!

CAUTION: Perform this procedure only once! Attempting to migrate system administration

data more than once causes catastrophic errors from which you are unable to recover. Failure to heed this warning can irretrievably destroy data.

To migrate the system administration data: 1. Log on to CMS.

The system displays the CMS main window.

2. From the CMS main menu, select System Setup > CMS State to put CMS into single-user mode.

3. Insert the full maintenance backup tape created earlier into the tape drive. 4. From the CMS main menu, select System Setup > R3 Migrate Data.

The R3 Migrate Data window is displayed.

5. In the R3 Migrate Data window, enter the values and select the options that are indicated in the following table:

6. Press Enter to access the action list in the top right corner. 7. Select Run and press Enter.

The system displays the progress of the migration in the Status: field. When the migration ends, the system indicates the success or failure of the migration in this field.

Note:

Note: After the migration is complete, you will receive a message if the migration of any

custom reports fail. Information about the failed reports are written to the

r3mig.log file. After you acknowledge the message, contact CSI to have the

custom report migrated to the new system.

8. Press F3 (Commands) and select the UNIX option to display the UNIX prompt.

Device name The tape drive device name Data Type System Administration data Specify ACD(s) All ACDs

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Migrating administration data and customer files to the new system

9. Enter:

pg /cms/migrate/r3mig.log

This command displays the customer migration log.

10. Look at the contents of the customer migration log and take any necessary corrective action. Note that the migration log file can be large. For help with interpreting the log, contact technical support or your customer representative.

11. To exit the UNIX window, enter:

exit

Migrating agent and call center administration data to the new

system

To migrate agent and call center administration data:

1. Verify that the full maintenance backup tape created earlier is in the tape drive. 2. From the CMS main menu, select System Setup > R3 Migrate Data.

The R3 Migrate Data window is displayed.

3. In the R3 Migrate Data window, enter the values and select the options that are indicated in the following table:

4. Press Enter to access the action list in the top right corner. 5. Select Run and press Enter.

The system displays the progress of the migration in the Status: field. When the migration ends, the system indicates the success or failure of the migration in this field.

6. Press F3 (Commands) and select the UNIX option to display the UNIX prompt. 7. Enter:

pg /cms/migrate/r3mig.log

This command displays the customer migration log.

Device name The tape drive device name Data Type Agent/Call Center Admin data Specify ACD(s) All ACDs

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8. Look at the contents of the customer migration log and take any necessary corrective action. Note that the migration log file can be large. For help with interpreting the log, contact technical support or your customer representative.

9. To exit the UNIX window, enter:

exit

Avaya Call Management System Release 13 Platform Upgrade and Data Migration