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Lucent Technologies CentreVu Call Management System Release 3 Version 8 Software Installation And Setup Manual
Lucent Technologies CentreVu Call Management System Release 3 Version 8 Software Installation And Setup Manual
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CentreVu® Call Management System Release 3 Version 8 Software Installation and Setup 585-210-941 Comcode 108502360 Issue 1 December 1999
Copyright© 1999 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. 3M is a registered trademark of Minnesota Mining and Manufacturing. Enterprise, OpenWindows, Sun, Sun Microsystems, SunOS, the Sun logo, the SMCC logo, SunLink, SunSelect, Solaris, Solstice, Solstice DiskSuite, XGL, 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. Maxell is a registered trademark of Maxell, Inc. Motif is a registered trademark of Open Software Foundation, Inc. OPEN LOOK is a registered trademark of Novell, Inc. Sony is a registered trademark of Sony Corporation. SPARC trademarks, including the SCD Compliant Logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARCstorage, SPARCserver, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited. XWindows is a trademark of The Open Group. 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 Software Installation and Setup Document No.585-210-941 Comcode 108502360 Issue 1, December 1999 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 R3V8 Software Installation and Setup CentreVu® CMS R3V8 Software Installation and Setup iii Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 Overview . . . . . . . . . . . . . . . . . . . . . P-1 Reasons for Reissue . . . . . . . . . . . . . . . . . P-1 Organization . . . . . . . . . . . . . . . . . . . . P-1 Conventions . . . . . . . . . . . . . . . . . . . . P-2 Related Documents . . . . . . . . . . . . . . . . . P-2 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Overview . . . . . . . . . . . . . . . . . . . . . 1-1 Supported Hardware Platforms . . . . . . . . . . . . . 1-1 Required and Optional Software . . . . . . . . . . . . . 1-1 Roles and Responsibilities . . . . . . . . . . . . . . . 1-3 CentreVu CMS Helplines . . . . . . . . . . . . . . . . 1-5 Customer Support for U.S. and Canada . . . . . . . . . 1-5 Customer and Technician Support Outside of U.S. and Canada . 1-5 Technician Support for U.S. and Canada . . . . . . . . . 1-5 International Support . . . . . . . . . . . . . . . 1-5 2 Installing Software and Setting Up CMS . . . . . . . . . . . . . . . . 2-1 Overview . . . . . . . . . . . . . . . . . . . . . 2-1 Summary of Procedures . . . . . . . . . . . . . . 2-1 Remote Terminal Access Tips . . . . . . . . . . . . 2-3 Prerequisites . . . . . . . . . . . . . . . . . . 2-3 Installing the Solaris Operating System . . . . . . . . . . 2-4 Overview . . . . . . . . . . . . . . . . . . . 2-4 Platform Considerations . . . . . . . . . . . . . . 2-4 Before You Begin . . . . . . . . . . . . . . . . . 2-5 Booting from the Solaris 7 Software 3/99 CD . . . . . . . 2-5 Identifying the System . . . . . . . . . . . . . . . 2-7 Setting the Date and Time . . . . . . . . . . . . . . 2-12 Selecting the Solaris 7 System Files . . . . . . . . . . 2-14 Partitioning the Hard Disks . . . . . . . . . . . . . 2-18 Installing the Selected Options . . . . . . . . . . . . 2-29 Assigning a Root Password . . . . . . . . . . . . . 2-31
CentreVu® CMS R3V8 Software Installation and Setup iv Opening a Terminal Window . . . . . . . . . . . . . 2-32 Enabling Korn Shell and the Backspace Key. . . . . . . . 2-33 Displaying and Setting the EEPROM Parameters . . . . . . 2-33 Turning On the System Activity Recorder . . . . . . . . . 2-36 Installing the Sun Online VTS 3.1 . . . . . . . . . . . . . 2-38 Overview . . . . . . . . . . . . . . . . . . 2-38 Platform Considerations . . . . . . . . . . . . . 2-38 Prerequisites . . . . . . . . . . . . . . . . . 2-38 Procedure . . . . . . . . . . . . . . . . . . 2-38 Installing Link and Port Packages. . . . . . . . . . . . . 2-40 Installing the SunLink HSI/S Software . . . . . . . . . . 2-40 Overview . . . . . . . . . . . . . . . . . . 2-40 Platform Considerations . . . . . . . . . . . . . 2-40 Prerequisites . . . . . . . . . . . . . . . . . 2-40 Procedure . . . . . . . . . . . . . . . . . . 2-40 Installing the HSI/P Software . . . . . . . . . . . . . 2-42 Overview . . . . . . . . . . . . . . . . . . 2-42 Platform Considerations . . . . . . . . . . . . . 2-42 Prerequisites . . . . . . . . . . . . . . . . . 2-42 Procedure . . . . . . . . . . . . . . . . . . 2-43 Installing the SAI/P Adapter Drivers . . . . . . . . . . 2-45 Overview . . . . . . . . . . . . . . . . . . 2-45 Platform Considerations . . . . . . . . . . . . . 2-45 Prerequisites . . . . . . . . . . . . . . . . . 2-45 Procedure . . . . . . . . . . . . . . . . . . 2-45 Installing the Aurora Port Drivers . . . . . . . . . . . 2-47 Overview . . . . . . . . . . . . . . . . . . 2-47 Platform Considerations . . . . . . . . . . . . . 2-47 Prerequisites . . . . . . . . . . . . . . . . . 2-47 Procedure . . . . . . . . . . . . . . . . . . 2-47 Installing the Bay Networks Annex NTS Drivers . . . . . . 2-51 Overview . . . . . . . . . . . . . . . . . . 2-51 Platform Considerations . . . . . . . . . . . . . 2-51 Prerequisites . . . . . . . . . . . . . . . . . 2-51 Procedure . . . . . . . . . . . . . . . . . . 2-51 Setting Up the NTS Start-Up Files . . . . . . . . . . . 2-56 Installing the Solstice for Server Connect X.25 Package . . . . 2-57 Overview . . . . . . . . . . . . . . . . . . 2-57 Platform Considerations . . . . . . . . . . . . . 2-57 Prerequisites . . . . . . . . . . . . . . . . . 2-57 Retrieving System Information . . . . . . . . . . . 2-58 Installing the Solstice for Server Connect X.25 Drivers . . . 2-58 Setting Up the X.25 License . . . . . . . . . . . . 2-63 Installing INFORMIX . . . . . . . . . . . . . . . . . 2-67 Overview . . . . . . . . . . . . . . . . . . . 2-67 Platform Considerations . . . . . . . . . . . . . . 2-67 Prerequisites . . . . . . . . . . . . . . . . . . 2-67 Setting Up the INFORMIX Environment . . . . . . . . . 2-68 Installing the INFORMIX SQL 7.20 Package (Optional) . . . . 2-68 Installing the INFORMIX SE 7.22 Package (Required) . . . . . 2-71 Installing the INFORMIX Runtime ESQL 9.14 Package (Required) . 2-73
CentreVu® CMS R3V8 Software Installation and Setup v Installing the INFORMIX ILS 2.11 Package (Required) . . . . . 2-76 Installing DiskSuite . . . . . . . . . . . . . . . . . 2-84 Installing the Solstice DiskSuite Software . . . . . . . . 2-84 Overview . . . . . . . . . . . . . . . . . . 2-84 Platform Considerations . . . . . . . . . . . . . 2-84 Prerequisites . . . . . . . . . . . . . . . . . 2-84 Procedure . . . . . . . . . . . . . . . . . . 2-84 Installing the Sun Solaris Patches . . . . . . . . . . . 2-86 Overview . . . . . . . . . . . . . . . . . . 2-86 Platform Considerations . . . . . . . . . . . . . 2-86 Prerequisites . . . . . . . . . . . . . . . . . 2-86 Procedure . . . . . . . . . . . . . . . . . . 2-86 Changing Directory Permissions . . . . . . . . . . . 2-87 Setting Up Solstice DiskSuite . . . . . . . . . . . . . 2-88 Overview . . . . . . . . . . . . . . . . . . 2-88 Platform Considerations . . . . . . . . . . . . . 2-88 Prerequisites . . . . . . . . . . . . . . . . . 2-88 Configuring DiskSuite on an unmirrored system . . . . . 2-88 Configuring DiskSuite on a mirrored system . . . . . . 2-93 Checking for Disk Recognition Errors . . . . . . . . 2-95 Installing CMS Packages. . . . . . . . . . . . . . . . 2-103 Installing the CMS Supplemental Services Software . . . . . 2-103 Overview . . . . . . . . . . . . . . . . . . 2-103 Platform Considerations . . . . . . . . . . . . . 2-103 Prerequisites . . . . . . . . . . . . . . . . . 2-103 Procedure . . . . . . . . . . . . . . . . . . 2-103 Installing the CMS Software . . . . . . . . . . . . . 2-105 Overview . . . . . . . . . . . . . . . . . . 2-105 Platform Considerations . . . . . . . . . . . . . 2-105 Prerequisites . . . . . . . . . . . . . . . . . 2-105 Procedure . . . . . . . . . . . . . . . . . . 2-105 Installing the CMS Patches . . . . . . . . . . . . . 2-108 Overview . . . . . . . . . . . . . . . . . . 2-108 Platform Considerations . . . . . . . . . . . . . 2-109 Prerequisites . . . . . . . . . . . . . . . . . 2-109 Procedure . . . . . . . . . . . . . . . . . . 2-109 Installing the Open Database Connectivity Software . . . . . . 2-111 Overview . . . . . . . . . . . . . . . . . . 2-111 Platform Considerations . . . . . . . . . . . . . 2-111 Prerequisites . . . . . . . . . . . . . . . . . 2-111 Procedure . . . . . . . . . . . . . . . . . . 2-111 Installing Visual Vectors Server Software . . . . . . . . . . 2-115 Overview . . . . . . . . . . . . . . . . . . 2-115 Platform Considerations . . . . . . . . . . . . . 2-115 Prerequisites . . . . . . . . . . . . . . . . . 2-115 Procedure . . . . . . . . . . . . . . . . . . 2-115 Starting Visual Vectors Server Software . . . . . . . . . 2-116 Setting Up CMS . . . . . . . . . . . . . . . . . . . 2-117 Overview . . . . . . . . . . . . . . . . . . . 2-117
CentreVu® CMS R3V8 Software Installation and Setup vi Platform Considerations . . . . . . . . . . . . . . 2-117 Conventions . . . . . . . . . . . . . . . . . . 2-117 Prerequisites . . . . . . . . . . . . . . . . . . 2-117 Setting Authorizations . . . . . . . . . . . . . . . 2-118 Overview . . . . . . . . . . . . . . . . . . 2-118 Procedure . . . . . . . . . . . . . . . . . . 2-119 Setting Up Data Storage Parameters . . . . . . . . . . 2-124 Overview . . . . . . . . . . . . . . . . . . 2-124 Procedure . . . . . . . . . . . . . . . . . . 2-124 Setting Up a LAN for Switch Connections . . . . . . . . 2-127 Overview . . . . . . . . . . . . . . . . . . 2-127 Prerequisites . . . . . . . . . . . . . . . . . 2-127 Sample Configurations . . . . . . . . . . . . . 2-128 Remote Switch Network . . . . . . . . . . . . . 2-130 High Availability Configuration . . . . . . . . . . . 2-131 Procedures . . . . . . . . . . . . . . . . . 2-131 Setting Up the CMS Application . . . . . . . . . . . . 2-134 Overview . . . . . . . . . . . . . . . . . . 2-134 Prerequisites . . . . . . . . . . . . . . . . . 2-134 Setup Methods . . . . . . . . . . . . . . . . 2-135 Installing Feature Packages. . . . . . . . . . . . . . . 2-157 Installing the Forecasting Package . . . . . . . . . . . 2-157 Overview . . . . . . . . . . . . . . . . . . 2-157 Prerequisites . . . . . . . . . . . . . . . . . 2-157 Procedure . . . . . . . . . . . . . . . . . . 2-157 Installing the External Call History Package . . . . . . . . 2-161 Overview . . . . . . . . . . . . . . . . . . 2-161 Prerequisites . . . . . . . . . . . . . . . . . 2-161 Procedure . . . . . . . . . . . . . . . . . . 2-162 Setting Up the Remote Console . . . . . . . . . . . . . 2-167 Overview . . . . . . . . . . . . . . . . . . . 2-167 Platform Considerations . . . . . . . . . . . . . . 2-167 Administering the Remote Console Port . . . . . . . . . 2-167 Using the Remote Console Port . . . . . . . . . . . . 2-168 Setting Up the NTS . . . . . . . . . . . . . . . . . 2-171 Overview . . . . . . . . . . . . . . . . . . . 2-171 Platform Considerations . . . . . . . . . . . . . . 2-171 Prerequisites . . . . . . . . . . . . . . . . . . 2-172 Procedure . . . . . . . . . . . . . . . . . . . 2-172 Creating an Alternate Boot Device . . . . . . . . . . . . 2-179 Performing a CMSADM Backup . . . . . . . . . . . . . 2-181 Overview . . . . . . . . . . . . . . . . . . . 2-181 Platform Considerations . . . . . . . . . . . . . . 2-182 Prerequisites . . . . . . . . . . . . . . . . . . 2-182 Procedure . . . . . . . . . . . . . . . . . . . 2-183 3 Turning the System Over to the Customer . . . . . . . . . . . . . . . 3-1 Overview . . . . . . . . . . . . . . . . . . . . . 3-1
CentreVu® CMS R3V8 Software Installation and Setup vii Verifying the System Date and Time . . . . . . . . . . . . 3-2 Overview . . . . . . . . . . . . . . . . . . . 3-2 Checking the Solaris System Date and Time . . . . . . . . 3-2 Setting the System Date and Time . . . . . . . . . . . 3-2 Setting the System Country and Time Zones . . . . . . . 3-4 Testing the Connection to the TSC or COE . . . . . . . . . . 3-5 Overview . . . . . . . . . . . . . . . . . . . 3-5 Testing the Remote Access Port . . . . . . . . . . . . 3-5 Redirecting the Console to the Remote Console . . . . . 3-6 Redirecting the Console Back to the Local Console . . . . 3-8 Testing the ACD Link . . . . . . . . . . . . . . . . . 3-9 Overview . . . . . . . . . . . . . . . . . . . 3-9 Prerequisites . . . . . . . . . . . . . . . . . . 3-9 Procedure . . . . . . . . . . . . . . . . . . . 3-9 Testing the CMS Software . . . . . . . . . . . . . . . 3-10 Overview . . . . . . . . . . . . . . . . . . . 3-10 Prerequisites . . . . . . . . . . . . . . . . . . 3-10 Procedure . . . . . . . . . . . . . . . . . . . 3-10 Assigning Customer Passwords . . . . . . . . . . . . . 3-14 Overview . . . . . . . . . . . . . . . . . . . 3-14 Procedure . . . . . . . . . . . . . . . . . . . 3-14 Turning the System Over to the Customer . . . . . . . . . . 3-15 Overview . . . . . . . . . . . . . . . . . . . 3-15 Procedure . . . . . . . . . . . . . . . . . . . 3-15 4 Maintaining the CMS Software . . . . . . . . . . . . . . . . . . . . 4-1 Overview . . . . . . . . . . . . . . . . . . . . . 4-1 Remote Terminal Tip . . . . . . . . . . . . . . . . 4-1 Backing Up the CMS System . . . . . . . . . . . . . . 4-2 Overview . . . . . . . . . . . . . . . . . . . 4-2 Performing a CMSADM Backup . . . . . . . . . . . . . 4-3 Overview . . . . . . . . . . . . . . . . . . . 4-3 Platform Considerations . . . . . . . . . . . . . . 4-4 Prerequisites . . . . . . . . . . . . . . . . . . 4-4 Procedure . . . . . . . . . . . . . . . . . . . 4-5 Checking the Contents of the CMSADM Backup Tape. . . . . 4-9 Procedure . . . . . . . . . . . . . . . . . . 4-9 Doing CMS Maintenance Backups . . . . . . . . . . . 4-10 Adding the Informix SQL Package . . . . . . . . . . . . 4-11 Procedure . . . . . . . . . . . . . . . . . . . 4-11 5 Solving Installation-Related Problems . . . . . . . . . . . . . . . . . 5-1 Overview . . . . . . . . . . . . . . . . . . . . . 5-1 Troubleshooting a Solstice DiskSuite Software Installation . . . . 5-2 Identifying Problems . . . . . . . . . . . . . . . 5-2
CentreVu® CMS R3V8 Software Installation and Setup viii Problems with CMS Administration Scripts . . . . . . . 5-3 Disk I/O Problems . . . . . . . . . . . . . . . 5-3 State Database Problems. . . . . . . . . . . . . 5-3 Metadevice Problems . . . . . . . . . . . . . . 5-4 Problems with the /cms File System . . . . . . . . . 5-5 Common Error Messages . . . . . . . . . . . . . . 5-7 Listing Pkgchk Errors. . . . . . . . . . . . . . . . . 5-10 Solving X.25 License Installation Problems . . . . . . . . . 5-11 Finding a Misplaced X.25 Password . . . . . . . . . . . . 5-12 Checking Installed Solaris Patches . . . . . . . . . . . . 5-12 Recognizing New Hardware Devices . . . . . . . . . . . . 5-13 Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . . . . . . . . . . . . . . . . . IN-1
Preface CentreVu® CMS R3V8 Software Installation and Setup OverviewP-1 Preface Overview0 This document is written for technicians and Lucent Technologies call center customers who install and maintain Release 3, Version 8 of the CentreVu Call Management System (CMS) using the Solaris* 7 operating system. Reasons for Reissue0 This is the first issue of this document. Organization0 This document includes the following chapters: lChapter 1 — Introduction Provides an overview of the supported CMS software, supported hardware platforms and required software. lChapter 2 — Installing Software and Setting Up CMS Outlines the software installation and setup procedures. These procedures are used by technicians at customer sites and personnel at the factory. lChapter 3 — Turning the System Over to the Customer Provides the procedures that a technician performs before system cutover and a worksheet that the technician fills out for the customer. lChapter 4— Maintaining the CMS Software Discusses file system backups and other maintenance procedures. lChapter 5— Solving Installation-Related Problems Discusses how to fix various software installation problems. *Solaris is a registered trademark of Sun Microsystems, Inc.
Preface CentreVu® CMS R3V8 Software Installation and Setup ConventionsP-2 Conventions0 The following conventions are used in this document: lUnless specified otherwise, all information and procedures in this document apply to the Sun SPARCserver computers, the Sun Ultra 5 computer, the Sun Enterprise 3000 computer and the Sun Enterprise 3500 computer. lThe term “CMS” in this document always implies “CentreVu CMS.” lCommands you enter from the console are shown in courier font. lScreens are shown to represent responses from the system. Because of display constraints in this document, some screen representations are not identical to the screens on your system. lItalic text in screen displays represents variable information. lAutomatic Call Distribution (ACD) is a feature on the DEFINITY switch. The ACD feature is used to route incoming calls to groups of agents. When this document refers to “connecting to an ACD,” it refers to connecting to a switch that has ACD capabilities. Related Documents0 The document set that supports the different CMS computers and the DEFINITY switches is being reorganized with this release. This section lists where you can find specific information about CMS. To order any of these documents, call the BCS Publications Center at 1-800-457-1235 or +1-317-361-5353. TitleDocument Number Installing CMS Computers CentreVu® Call Management System Sun® Enterprise™ 3500 Computer Hardware Installation585-215-873 CentreVu® Call Management System Sun® Enterprise™ 3500 Computer Connectivity Diagram585-215-877 CentreVu® Call Management System Sun® Ultra™ 5 Computer Hardware Installation585-215-871