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Lucent Technologies Centrevu Release 3 Version 8 High Availability Connectivity, Upgrade And Administration Manual
Lucent Technologies Centrevu Release 3 Version 8 High Availability Connectivity, Upgrade And Administration Manual
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585-215-105 Comcode 108678319 Issue 1 June 2000 CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration
Copyright© 2000 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353. Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada. Trademarks CentreVu and DEFINITY are registered trademarks of Lucent Technologies. Sun, Sun Microsystems, SunOS, the Sun logo, Solaris, Solstice, Solstice DiskSuite, Enterprise, and Ultra are trademarks or registered trademarks of Sun Microsystems, Inc. Exatape is a trademark of Exabyte Corporation. INFORMIX is a registered trademark of Informix Software, Inc. All other product names mentioned herein are the trademarks of their respective owners.Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: +1-317-361-5353 Fax: 1-800-457-1764 International Fax: +1-317-361-5355 Write: Lucent Technologies Publications Center P.O. Box 4100 Crawfordsville, IN 47933 U.S.A. Order: CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Document No. 585-215-105 Comcode 108678319 Issue 1, June 2000 For additional documents, refer to the section entitled “Related Documents” in the Preface. You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or document sets, billed to account information that you provide. For more information on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Center. Lucent Technologies National Customer Care Center Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. Document Support Telephone Number Lucent Technologies provides telephone numbers for you to use to report errors or to ask questions about the information in this document. The support telephone numbers are: Voice: 1-888-584-6366 and International Voice: +1-317-322-6848. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and business telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company. Comments To comment on this document, return the comment card at the front of the document. Acknowledgment This document was developed by the Lucent Technologies Information Development Organization for Global Learning Solutions.
Table of Contents CentreVu® Call Management System Release 3 Version 8 High Availability Connectivity, Upgrade and Administration CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration iii Introduction . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Overview . . . . . . . . . . . . . . . . . . . . . 1-1 Supported Definity Switches . . . . . . . . . . . . . . 1-2 Supported CMS Platform Combinations . . . . . . . . . . 1-2 Required and Optional Software . . . . . . . . . . . . . 1-3 Special Upgrade Considerations . . . . . . . . . . . . . 1-4 General Roles and Responsibilities . . . . . . . . . . . . 1-4 Customer-Specific Roles and Responsibilities . . . . . . . . 1-5 CentreVu CMS Helplines . . . . . . . . . . . . . . . . 1-6 Customer Support for U.S. and Canada . . . . . . . . . 1-6 Customer and Technician Support Outside of U.S. and Canada . 1-6 Technician Support for U.S. and Canada . . . . . . . . . 1-6 Connecting HA Servers to the Switch . . . . . . . . . . . . . . . . 2-1 Overview . . . . . . . . . . . . . . . . . . . . . 2-1 Server Switch-Over Options . . . . . . . . . . . . . 2-1 Basic Configuration Rules . . . . . . . . . . . . . . 2-2 Connecting Blocks . . . . . . . . . . . . . . . . 2-3 Planning for LAN Switch Links . . . . . . . . . . . . 2-3 Connecting to the Definity Switch. . . . . . . . . . . . . 2-5 Overview . . . . . . . . . . . . . . . . . . . 2-5 LAN Connectivity Options . . . . . . . . . . . . . . 2-5 Ethernet Ports on a CMS Computer . . . . . . . . . . . 2-5
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration iv Upgrading CMS to the High Availability Option . . . . . . . . . . . . . 3-1 Overview . . . . . . . . . . . . . . . . . . . . . 3-1 HA Upgrade Scenarios . . . . . . . . . . . . . . . . 3-1 Overview of the HA Upgrade Procedure . . . . . . . . . 3-3 Verifying the Tape Drive on an Enterprise 3000 Server . . . . . . 3-6 Tape Verification Procedure . . . . . . . . . . . . . 3-6 Performing a CMSADM Backup . . . . . . . . . . . . . 3-7 Overview . . . . . . . . . . . . . . . . . . . 3-7 Prerequisites . . . . . . . . . . . . . . . . . . 3-7 Procedure . . . . . . . . . . . . . . . . . . . 3-8 Performing a Full Maintenance Backup . . . . . . . . . . . 3-11 Performing a Maintenance Backup (Administration Data Only) . . . 3-12 Procedure . . . . . . . . . . . . . . . . . . . 3-12 Setting Up CMS on an HA Server . . . . . . . . . . . . . 3-14 Overview . . . . . . . . . . . . . . . . . . . 3-14 Prerequisites . . . . . . . . . . . . . . . . . . 3-14 Setting Authorizations . . . . . . . . . . . . . . . 3-15 Setting Up Data Storage Parameters . . . . . . . . . . 3-21 Setting Up a LAN for Switch Connections . . . . . . . . 3-24 Setting Up the CMS Application . . . . . . . . . . . . 3-27 Installing Feature Packages. . . . . . . . . . . . . . . 3-46 Installing the Forecasting Package . . . . . . . . . . . 3-46 Installing the External Call History Package . . . . . . . . 3-50 Setting Up the Remote Console . . . . . . . . . . . . . 3-56 Overview . . . . . . . . . . . . . . . . . . . 3-56 Platform Considerations . . . . . . . . . . . . . . 3-56 Administering the Remote Console Port . . . . . . . . . 3-56 Redirecting the Remote Console Port to the Modem . . . . . 3-57 Setting Up the Alarm Originator . . . . . . . . . . . . . 3-59 Setting Up the NTS . . . . . . . . . . . . . . . . . 3-59 Configuring the NTS . . . . . . . . . . . . . . . . 3-59 Creating an Alternate Boot Device for Mirrored Systems . . . . . 3-64 Migrating CMS System Administration Data to the New Server . . . 3-64 Procedure . . . . . . . . . . . . . . . . . . . 3-64
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration v Checking the Archive Interval . . . . . . . . . . . . . . 3-66 Administering the Switch . . . . . . . . . . . . . . . 3-67 Performing an Incremental Maintenance Backup. . . . . . . . 3-67 Procedure . . . . . . . . . . . . . . . . . . . 3-67 Upgrade the Original CMS Server . . . . . . . . . . . . . 3-68 Migrating CMS Historical Data to the New HA Server . . . . . . 3-69 Migrating Administration Data Back Onto the Original Server . . . 3-70 Migrate the Administration Data . . . . . . . . . . . . 3-70 Performing a New Full Maintenance Backup and Restore . . . . . 3-72 Performing the Full Maintenance backup on the new HA server . 3-72 Restoring historical data to the original server . . . . . . . 3-72 Procedure . . . . . . . . . . . . . . . . . . . 3-72 Performing CMSADM Backups on the HA Servers . . . . . . . 3-74 Administering the Switch for CMS High Availability Systems . . . . . . . . 4-1 Overview . . . . . . . . . . . . . . . . . . . . . 4-1 Multiple ACDs (Switches) on HA Systems . . . . . . . . 4-1 Setting Up Version and Release Values . . . . . . . . . . . 4-2 Overview . . . . . . . . . . . . . . . . . . . 4-2 Determining Switch/CMS Compatibility . . . . . . . . . 4-2 Setting the Switch Version . . . . . . . . . . . . . . 4-3 Setting the Call Center Release . . . . . . . . . . . . 4-4 Setting the Adjunct CMS Release . . . . . . . . . . . 4-5 Setting Up the Link on the CMS Computer . . . . . . . . 4-6 Administering the Definity Switch. . . . . . . . . . . . . 4-7 Overview . . . . . . . . . . . . . . . . . . . 4-7 Administering the LAN Connection . . . . . . . . . . . 4-7 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . IN-1
CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration vi
Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Overview1-1 Introduction1 Overview1 The CentreVu® Call Management System (CMS) High Availability (HA) option is a system of hardware and software features designed to reduce potential loss of call center data. The CMS HA system includes features associated with the Automatic Call Distribution (ACD) feature of Lucent Technologies DEFINITY® switches, operating in conjunction with the CMS software application. The CMS HA system consists of the following major features: •dual Automatic Call Distribution (ACD) links on the Definity switch •a paired set of CMS servers, each separately connected to one of the dual ACD links, and through which simultaneous and identical sets of call data are recieved •separate network subnet connections for paired ACD-CMS combinations HA system redundancy of critical hardware components greatly reduces the possibility of data loss due to single-point-of-failure sources. HA also minimizes data loss which might otherwise occur during CMS software upgrades or as a result of software/database corruption problems. ACD and system administration software on dual-CLAN enabled Definity switches is configured to allow simultaneous communication via dual ACD links. Each link connects to a separate CMS server. ACD data transmission is routed through paired C-LAN circuit cards on the switch and traverses separate TCP/IP over Ethernet subnets to a CMS server (X.25 protocol is not supported on HA systems). The CMS servers installed in HA systems are designated as the “primary” and “secondary” servers. The primary server is distinguished from the secondary server by the following differences: •if the customer has a license for CentreVu Internet Call Center, it should be installed only on the primary server •most (but not all) CMS administration changes should be entered only on the primary server. Any changes made on the primary server are subsequently transferred to the secondary server by means of copying a full maintenance backup or, for some administrative tasks, manually making the changes on the secondary server.
Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Supported Definity Switches1-2 •if the customer has the External Call History Package, it should be installed on both servers. If the customer has customized report solutions implemented by Lucent Technologies CRM Professional Services Organization (PSO), External Call History should be active on both servers. Otherwise, it should be active only on the primary server. Other than the configuration and operational differences listed above, the primary and secondary servers function in a highly similar manner, and collect identical data streams through their respective ACD links. Should either server fail or be brought down for maintenance, the remaining unit is fully capable of carrying the full CMS activity load without interuption. Supported Definity Switches1 The CMS HA option is supported on the following Definity ECS R8.1 (or later) switches: • Definity ECS R8csi • Definity ECS R8si • Definity ECS R8r • Prologix R8 Supported CMS Platform Combinations1 CMS HA is supported on the following platform combinations: • Sun Ultra* 5 - Ultra 5 • Sun Enterprise† 3000 - Enterprise 3000 • Sun Enterprise 3500 - Enterprise 3000 • Sun Enterprise 3500 - Enterprise 3500 Note: •for HA systems in which Enterprise 3000 and 3500 servers are combined, it is recommended that the 3500 server be designated as the primary HA server •for HA systems in which Ultra 5 and Ultra 5 Einstein servers are combined, the Einstein server should be designated as the primary server *Ultra is a trademark of Sun Microsystems, Inc. † Enterprise is a trademark of Sun Microsystems, Inc.
Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Required and Optional Software1-3 Required and Optional Software1 The HA option is supported only for CMS servers using CMS software version R3V8, or later. With a few exceptions (noted below), software configurations for the HA primary and secondary servers are identical, and also correspond to the standard (non-HA) CMS software configuration. Also (with the exceptions listed below) a complete set of CMS R3V8 software packages is provided for the second server on CD media at no additional charge. For a complete list of required and optional software packages for CMS R3V8, see Chapter 1 in “ CentreVu Call Management System Software Installation and Setup (585-210- 941)” . For primary and secondary servers deployed in HA systems, the following exceptions to the standard CMS R3V8 software configurations apply: •X.25 software is not supported as the final connection link between the switch and the HA servers (X.25 can be used to connect remote switches to an onsite switch) •CentreVu Internet Call Center is never installed on the secondary server. •If one or more network terminal servers are linked to the primary server and NTS installation is required for the secondary server, then the Bay Networks Annex R10.0B software package provided for the primary server can also be installed on the secondary server. •If the optional INFORMIX* ISQL software package is installed on the primary server, a second licensed copy of the software must also be purchased by the customer for use on the secondary server. •If the optional Openlink Open Database Connectivity (ODBC) software package is installed on the primary server, a second licensed copy of the software must also be purchased by the customer for use on the secondary server. *INFORMIX is a registered trademark of Informix Software, Inc.
Introduction CentreVu CMS R3V8 High Availability Connectivity, Upgrade and Administration Special Upgrade Considerations1-4 Special Upgrade Considerations1 When an installed CMS HA system is subject to a software upgrade (or when one of the servers is restored to service after a system failure event), the alternate server continues to collect data without interruption. Since manual synchronization between the primary and secondary servers is a key maintenance objective for HA systems, CMS upgrades should proceed in a manner that restores servers synchronization with the least time and effort, while minimizing data loss as much as possible. If the customer CMS server has any custom features, such as Custom Reporting, custom interfaces, LAN printers, token ring, etc., PSO must be contacted before the upgrade process is initiated. For further details of the CMS upgrade process, see Chapter 3 (Upgrading HA systems). General Roles and Responsibilities1 This document is written for Lucent Technologies on-site technicians, Technical Service Center (TSC) personnel, software specialists, and customer administrators. The following table lists the major tasks for each switch type and who is responsible for performing each task. Chapter Task Technician TSCSoftware SpecialistCustomer 2 Connecting the switch X 3 Administering CMS X X 4 Administering the switch X X N/A *Troubleshooting switch connectionsXX *For information about troubleshooting switch connections, see CentreVu Call Management Systems Switch Connections and Administration (585-215-876).