Lucent Technologies CentreVu Release 3 Version 8 High Availability Connectivity, Upgrade and... Bedienungsanleitung

585-215-105

Comcode 108678319

Issue 1

June 2000

CentreVu

®Call Management System

Release 3 Version 8

High Availability Connectivity, Upgrade and

Administration

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

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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

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Order: CentreVu CMS R3V8 High Availability Connectivity, Upgrade and

Administration

Document No. 585-215-105

Comcode 108678319

Issue 1, June 2000

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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

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

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

Introduction

CentreVu

CMS R3V8 High Availability

Connectivity, Upgrade and Administration

Overview 1-1

Introduction 1

Overview 1

The

CentreVu

®Call Management System (CMS) High Availability (HA)

option is a system of hardware and software features designed to reduce

potential loss of call center data.

The CMS HA system includes features associated with the Automatic Call

Distribution (ACD) feature of Lucent Technologies

DEFINITY

®switches,

operating in conjunction with the CMS software application. 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 InternetCall 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 Switches 1-2

•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

Switches 1

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

Supported CMS Platform Combinations 1

CMS HA is supported on the following platform combinations:

•

Sun

Ultra

*5 -

Ultra

•

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, itis 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 Software 1-3

Required and Optional Software 1

The HA option is supported only for CMS servers using CMS software

version R3V8, or later. With a few exceptions (noted below), software

configurations for the HA primary and secondary servers are identical,

and also correspond to the standard (non-HA) CMS software

configuration. 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 Considerations 1-4

Special Upgrade Considerations 1

When an installed CMS HA system is subject to a software upgrade (or

when one of the servers is restored to service after a system failure

event), the alternate server continues to collect data without interruption.

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 Responsibilities 1

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 TSC Software

Specialist Customer

2 Connecting the switch X

3 Administering CMS X X

4 Administering the switch X X

N/A*Troubleshooting switch

connections XX

*For information about troubleshooting switch connections, see CentreVu Call Management Systems Switch

Connections and Administration (585-215-876).

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