Page 3 - Preface; CentreVu Call Management System
Issue 3.0 February 2002 3 Contents 3 Preface Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
Page 4 - Contents
Contents 4 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Upgrading the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Extracting the customer’s administration and...
Page 5 - Overview; The; Computer CentreVu Upgrade Express Instructions; are written for technicians who are
Issue 3.0 February 2002 5 Preface Overview The CentreVu Call Management System Release 3 Version 9 Sun® Enterprise™ 3000 Computer CentreVu Upgrade Express Instructions are written for technicians who are upgrading an Enterprise 3000 computer from Call Management System (CMS) R3V5u, R3V6, or R3V8 to ...
Page 6 - Related documents; Title
Preface 6 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Related documents The following table lists sources for additional information about the Enterprise 3000 computer. To order any of these documents, call the Publications Center at 1-800-457-1235 (United States and Canada) or ...
Page 7 - Support; Customer support for the United States; CMS), and is connected to the appropriate service; Technician support for the United States; Avaya technicians can receive help by calling:; Customer and technician support outside the United States
Support Issue 3.0 February 2002 7 Support If a problem arises that requires assistance, use the support information and help lines presented below. Frequently asked questions (FAQs) For answers to common problems, CMS customers and Avaya technicians can access the CMS technical support FAQ at: http:...
Page 10 - Preparing for the upgrade
Upgrading an Enterprise 3000 to CMS R3V9 10 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Preparing for the upgrade Overview Before you begin a CVUE upgrade, consider the following issues: ● Trouble escalation ● Hardware additions ● Disk mirroring ● Customization issues ● Upgrade ...
Page 11 - Disk mirroring; Software Installation, Maintenance, and Troubleshooting; Customization issues
Preparing for the upgrade Issue 3.0 February 2002 11 Disk mirroring The CVUE disk drives that accompany this document are intended for an upgrade to a nonmirrored system. If the customer has purchased additional disk drives to convert the system from nonmirrored to mirrored, you must first do the CV...
Page 12 - Parts list
Upgrading an Enterprise 3000 to CMS R3V9 12 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Parts list When upgrading an Enterprise 3000 computer to CMS R3V9, the following parts are delivered to the customer’s site: ● One boot disk drive (labeled “Boot Disk - Slot 0”) ● Optionally,...
Page 13 - Procedures that are done by the customer before the upgrade; Procedure; Clean the tape drive.
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 13 Procedures that are done by the customer before the upgrade Overview It is the customer’s responsibility to ensure that the following procedures are done before a technician begins an upgrade to CMS R3V9. Use this...
Page 14 - To display the current CMS load:; Doing a CMSADM backup; more; for the date of the last CMSADM backup.
Upgrading an Enterprise 3000 to CMS R3V9 14 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Cleaning the tape drive See the hardware documentation for your Sun computer for instructions on how to clean the tape drive. Determining the current CMS load To display the current CMS load:...
Page 15 - CMSADM backup for R3V6 and earlier; To do a CMSADM backup on an R3V6 or earlier system:; cmsadm; The system displays the CMS Administration menu:
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 15 CMSADM backup for R3V6 and earlier The CMSADM backup for R3V6 and earlier is service affecting (that is, links will go down and data will not be collected during the backup). Schedule the backup for a low or no-tr...
Page 16 - The system displays the following message:
Upgrading an Enterprise 3000 to CMS R3V9 16 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 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 bac...
Page 17 - hours, depending on the speed of the system and the tape drive.
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 17 6. 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 me...
Page 18 - Insert the first tape and press Enter to continue.
Upgrading an Enterprise 3000 to CMS R3V9 18 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 9. Insert the first tape and press Enter to continue. After the tape is verified, the system displays the following message: 10. Remove the first tape and insert the second tape. After the ta...
Page 19 - CMSADM backup for R3V8; To do a CMSADM backup on an R3V8 system:
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 19 CMSADM backup for R3V8 The CMSADM backup for R3V8 is not service affecting. The backup can be done at any time. To do a CMSADM backup on an R3V8 system: ! WARNING: Verify that you are using the correct tape for th...
Page 21 - Tape number
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 21 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: 10. Label all tapes with the: ● Tape number ● ...
Page 22 - Backing up Visual Vectors vector layouts and comments; setupaas; backup
Upgrading an Enterprise 3000 to CMS R3V9 22 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Backing up Visual Vectors vector layouts and comments Visual Vectors Server software provides backup and restore functions that allow you to save vector layouts and comments previously placed...
Page 23 - The default device name is
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 23 5. Enter the path for the backup device. Note: The default device name is /dev/rmt/0 . However, the device name used depends on the drive’s SCSI ID. Possible device names are: The system backs up the Visual Vector...
Page 24 - Doing a full maintenance backup; To do a full maintenance backup:; Maintenance > Back Up Data; from the CMS main menu.
Upgrading an Enterprise 3000 to CMS R3V9 24 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Doing a full maintenance backup A full maintenance backup provides migration data for the new CMS version. Do the backup the night before the upgrade. Backups are done using the CMS Backup Da...
Page 25 - The system displays the following for R3V8:
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 25 The system displays the following for R3V8: 3/ 9/01 18:43 CentreVu(R) CMS Windows: 1 of 4 ^vvvv^v^ Maintenance: Backup Data hyena3g3v5e Backups completed today: 0 | Cancel Status: | List devices Errors: | Run | Se...
Page 27 - Doing an incremental maintenance backup; To do an incremental maintenance backup:
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 27 Doing an incremental maintenance backup Do an incremental maintenance backup immediately before the upgrade. Backups are done using the CMS Back Up Data window. To do an incremental maintenance backup: 1. Log on t...
Page 29 - Run; Checking for printer requests and large mail files; Field
Procedures that are done by the customer before the upgrade Issue 3.0 February 2002 29 3. In the Back Up Data window, select the options and enter the values that are indicated in the following table: 4. Press Enter to access the action list, and select Run . 5. After the backup is complete, remove ...
Page 30 - Checking for nonsequential ACDs; Collecting third-party and custom software
Upgrading an Enterprise 3000 to CMS R3V9 30 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Checking for nonsequential ACDs The CVUE tool cannot upgrade systems that have a series of ACDs that are not in sequential order. For example, if a system has ACD1, ACD2, ACD4, and ACD5, it i...
Page 31 - Upgrading the system
Upgrading the system Issue 3.0 February 2002 31 Upgrading the system Overview Use the following checklist when upgrading a CMS computer. ! CAUTION: It is highly recommended that customers do NOT reuse their old disk drives as part of the upgrade procedure. These old disk drives should be saved for s...
Page 32 - Extracting the customer’s administration and options
Upgrading an Enterprise 3000 to CMS R3V9 32 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Extracting the customer’s administration and options To minimize the time that the system is out of service during the upgrade, you can extract the customer’s administration and options while...
Page 33 - mount; to verify that the CD is detected.
Upgrading the system Issue 3.0 February 2002 33 5. Log on as root. 6. Enter: cd / 7. Load the CVUE Upgrade Tool CD. The File Manager window may open. Move and click the cursor in an XTERM window. 8. After waiting about 15 seconds, enter mount to verify that the CD is detected. The system displays a ...
Page 34 - If no X.25 switch links are found, the upgrade continues with Step 14.
Upgrading an Enterprise 3000 to CMS R3V9 34 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions ● If the tool determines that the tape or tape drive are not operational, the system displays the following message: Make sure the tape is not write-protected and is the correct tape for the ...
Page 35 - Extracting the administration files will take several minutes.
Upgrading the system Issue 3.0 February 2002 35 14. The CVUE tool next checks the current version of Solaris and displays the following message: Extracting the administration files will take several minutes. 15. The CVUE tool next checks to see if ISQL software version 7.20.UC1 is currently installe...
Page 39 - Removing and replacing Enterprise 3000 disk drives; Removing and labeling the old disk drives
Upgrading the system Issue 3.0 February 2002 39 Removing and replacing Enterprise 3000 disk drives Overview This section contains the procedures that are required to upgrade the disk drives in an Enterprise 3000 computer to CMS R3V9. These procedures require you to remove the old disk drives in the ...
Page 41 - Installing the new disk drives; To install the new disk drives:
Upgrading the system Issue 3.0 February 2002 41 Installing the new disk drives You have one boot disk drive, and up to nine optional nonboot disk drives. The boot disk drive must be installed in Slot 0, which is on the top shelf. The optional nonboot disk drives must be installed in Slots 1 through ...
Page 42 - Booting up the system with the new disk drives; To boot up the system with the new disk drives:
Upgrading an Enterprise 3000 to CMS R3V9 42 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Booting up the system with the new disk drives Note: When the upgrade is being supported by remote personnel, such as CMS Provisioning, the system commands in this section are for use by remo...
Page 43 - Verifying that the system recognizes the new disk drives; To verify that the system recognizes the new disk drives:; The system displays a message similar to the following:; format; Checking the status of the disk drives; To check the status of the disk drives:
Upgrading the system Issue 3.0 February 2002 43 Verifying that the system recognizes the new disk drives You must next verify that the system recognizes the new disk drives. To verify that the system recognizes the new disk drives: 1. Enter: format The system displays a message similar to the follow...
Page 44 - Checking the status of the tape drives; To check the status of the tape drives:
Upgrading an Enterprise 3000 to CMS R3V9 44 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 3. Enter: metadb -i The system displays a message similar to the following: This command shows the database replicas. There should be four replicas for the boot disk. If the correct number of...
Page 45 - Verifying that the upgrade can continue; To continue with the upgrade, do one of the following:
Upgrading the system Issue 3.0 February 2002 45 Verifying that the upgrade can continue To continue with the upgrade, do one of the following: ● If the disk drive and tape drive status is correct, continue with Copying and activating the customer’s administration and options on page 46 . ● If the di...
Page 47 - Installing CMS patches; Copying customer; eject cdrom; The system displays the CMS services menu.
Upgrading the system Issue 3.0 February 2002 47 Installing CMS patches If the new CMS load has any patches, those patches must be installed on the system. These patches are on the CentreVu CMS software CD, not the CVUE Upgrade Tool CD. The CentreVu CMS software CD is included in the CVUE upgrade kit...
Page 48 - Copying customer data
Upgrading an Enterprise 3000 to CMS R3V9 48 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 8. To load all patches, enter: y The system installs the patches. As it does so, it displays a message similar to the following for each patch installed: 9. After all patches are installed, o...
Page 49 - If running the command locally at the console, enter:; nohup; reconnect to the system, but DO NOT rerun this command. Use
Upgrading the system Issue 3.0 February 2002 49 Copying customer data To copy the customer’s data from the CVUE backup tape onto the system: 1. Verify that the customer’s “CVUE Extract” tape is write-protected and is inserted in the correct tape drive. Remove tapes from any other tape drives connect...
Page 50 - Activating customer options; To activate the customer’s software options:
Upgrading an Enterprise 3000 to CMS R3V9 50 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Activating customer options The activate process can take from as little as a few minutes to as much as 1 to 2 hours to complete. The amount of time depends on the number of customer options,...
Page 52 - SXXscriptname; files in this directory, the activate process was; jvp; files in the directory.
Upgrading an Enterprise 3000 to CMS R3V9 52 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions The system continues activating the customer’s options. The system displays messages such as the following: The system continues activating the customer’s options. The system displays message...
Page 53 - Shutting down and rebooting the system; ok; boot; Verifying the status of the disks
Upgrading the system Issue 3.0 February 2002 53 5. Continue with Shutting down and rebooting the system . ! CAUTION: If you receive an error message, such as the following, a failure occurred in one of the installation scripts. Note the name of the script (in this example, install_saip) and see Trou...
Page 54 - Removing temporary ACDs; Verifying CMS permissions; Verifying CMS permissions; Turning on CMS
Upgrading an Enterprise 3000 to CMS R3V9 54 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Verifying the status of the disks After the system boots up, you must check the status of the disks. 1. Enter: . /opt/informix/bin/setenv 2. Enter: onstat -d | egrep “X” | pg The system shoul...
Page 55 - The CMS Administration menu displays.; Verifying that CMS is operating; To verify that CMS is operating properly:; cms; Ignore any messages about backups.
Upgrading the system Issue 3.0 February 2002 55 Turning on CMS To turn on CMS: 1. Enter: cmsadm The CMS Administration menu displays. 2. Enter the number that corresponds with the run_cms option. 3. Enter 1 to turn on CMS. 4. Continue with Verifying that CMS is operating . Verifying that CMS is oper...
Page 56 - Checking Free Space Allocation; To check Free Space Allocation:; CentreVu Call Management; Comparing directory and file permissions
Upgrading an Enterprise 3000 to CMS R3V9 56 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 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. 2. Verify that the amount of availa...
Page 57 - To compare directory and file permissions:
Upgrading the system Issue 3.0 February 2002 57 Comparing directory and file permissions After you activate the new system, you should verify that the directories and files copied over from the old system retain the same permissions, or that the new permissions are acceptable. The system can compare...
Page 58 - Updating the switch setup; swsetup; Setting the Informix; Setting the Informix configuration parameters; Setting the Informix configuration; Removing the upgrade files
Upgrading an Enterprise 3000 to CMS R3V9 58 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Updating the switch setup In many cases, the switch is upgraded to a new release when the CMS is upgraded with CVUE. In addition, the links from the switch to the CMS may need conversion from...
Page 59 - Migrating the customer’s data
Upgrading the system Issue 3.0 February 2002 59 Removing the upgrade files The files used for the upgrade must be removed. To remove the upgrade files: 1. Enter: cd /cdrom/cdrom0 2. Do one of the following: ● If running the command locally at the console, enter: ./cvue_cleanup ● Optionally, if runni...
Page 60 - Migrating system administration data
Upgrading an Enterprise 3000 to CMS R3V9 60 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Migrating the customer’s data The following customer data must be migrated from the backup tapes: ● System administration data ● Agent and call center administration data Migrating system adm...
Page 61 - System Setup > R3 Migrate Data; System Administration data
Upgrading the system Issue 3.0 February 2002 61 5. From the CMS Main Menu, select System Setup > R3 Migrate Data . The system displays the following: 6. In the R3 Migrate Data window, select the options and enter the values that are indicated in the following table: 7. Press Enter to access the a...
Page 62 - This displays the customer migration log.; exit; Migrating agent and call center administration data; To migrate agent and call center administration data:; The system displays the following:
Upgrading an Enterprise 3000 to CMS R3V9 62 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 10. Enter: pg /cms/migrate/r3mig.log This displays the customer migration log. 11. Look at the contents of the customer migration log and take any necessary corrective action. For help with i...
Page 63 - Agent/Call Center Admin data
Upgrading the system Issue 3.0 February 2002 63 3. In the R3 Migrate Data window, select the options and enter the values 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 th...
Page 64 - Checking the status of the disks; MX; onstat; Replacing the customer’s tapes
Upgrading an Enterprise 3000 to CMS R3V9 64 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Checking the status of the disks After migrating the customer’s data, you should verify that the disks have resynchronized successfully before leaving the site. To check the status of the dis...
Page 65 - Troubleshooting upgrade failures; Script name; scriptname
Upgrading the system Issue 3.0 February 2002 65 Troubleshooting upgrade failures If you receive an error message that one of the installation scripts failed when you run the cvue_activate command, you may be able to recover and continue with the upgrade. Some of the installation scripts can be skipp...
Page 67 - Procedures that are done by the customer after the upgrade; Migrate historical data.
Procedures that are done by the customer after the upgrade Issue 3.0 February 2002 67 Procedures that are done by the customer after the upgrade Overview After the upgrade is completed, the customer must do the following procedures to restore the system to normal operation: Procedure Completed Migra...
Page 68 - Migrating historical data; To migrate historical data:
Upgrading an Enterprise 3000 to CMS R3V9 68 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Migrating historical data Migrate historical data after migrating the system administration data, and the agent and call center administration data. You must migrate the historical data twice...
Page 69 - Historical data
Procedures that are done by the customer after the upgrade Issue 3.0 February 2002 69 4. In the R3 Migrate Data window, select the options and enter the values that are indicated in the following table: 5. Press Enter to access the action list in the top right corner. 6. Select Run and press Enter. ...
Page 70 - Restoring non-CMS files; R3V6 and earlier; To copy specific files from an R3V6 or earlier system:
Upgrading an Enterprise 3000 to CMS R3V9 70 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Restoring non-CMS files The customer may want specific non-CMS files copied from the preupgrade CMSADM backup tape to the upgraded system. The procedure is different if the old system was R3V...
Page 71 - To copy specific files from an R3V8 system:
Procedures that are done by the customer after the upgrade Issue 3.0 February 2002 71 R3V8 To copy specific files from an R3V8 system: 1. Insert the most recent CMSADM backup tape from the old system into the tape drive. 2. Enter: cd / 3. Enter the following command for each file you want to copy: c...
Page 72 - Installing and administering unpreserved software; Feature or service
Upgrading an Enterprise 3000 to CMS R3V9 72 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions Installing and administering unpreserved software After the CVUE upgrade, any unpreserved software should be installed and any new features or services should be administered. The following t...
Page 73 - Doing a CMSADM backup; Do a CMSADM backup on the system as described in; CentreVu CMS R3V9 Software
Procedures that are done by the customer after the upgrade Issue 3.0 February 2002 73 Doing a CMSADM backup Do a CMSADM backup on the system as described in CentreVu CMS R3V9 Software Installation, Maintenance and Troubleshooting , 585-215-956. Doing a full maintenance backup A full maintenance back...
Page 74 - in the following table:; Press Enter to access the action list, and select; Device name
Upgrading an Enterprise 3000 to CMS R3V9 74 CentreVu CMS R3V9 Sun Enterprise 3000 Computer CVUE Instructions 3. In the Backup Data window, select the options and enter the values that are indicated in the following table: 4. Press Enter to access the action list, and select Run . 5. After the backup...
