Lucent Technologies CentreVu Call Management System Release 3 Version 8 Software Installation And Setup Manual

							  Preface CentreVu®  CMS R3V8 Software Installation and Setup
Related DocumentsP-3
CentreVu® Call Management System Sun® Ultra™ 5 Computer Connectivity 
Diagram585-215-872
CentreVu® Call Management System Release 3 Version 6 Sun® 
Enterprise™ 3000 Computer Hardware Installation585-215-867
CentreVu® Call Management System Release 3 Version 6 Sun® 
Enterprise™ 3000 Computer Connectivity Diagram585-215-865
CentreVu® Call Management System Release 3 Version 6 Sun® SPARCserver™ 
Computers Hardware Installation585-215-857
CentreVu® Call Management System Release 3 Version 6 Sun® SPARCserver™ 
Computers Connectivity Diagram585-215-858
CentreVu® Call Management System Release 3 Version 5 Sun® SPARCserver™ 
Installation and Maintenance585-215-827
CentreVu® Call Management System Release 3 Version 5 Sun® SPARCserver™ 
Connectivity Diagram 585-215-828
Connecting and Administering the Switch
CentreVu® Call Management System Switch Connections and Administration585-215-876
Installing and Setting Up Terminals, Printers, and Modems
CentreVu® Call Management System Terminals, Printers, and Modems585-215-874
Maintaining and Troubleshooting a CMS Computer
CentreVu® Call Management System Release 3 Version 8 Hardware Maintenance 
and Troubleshooting 585-210-919
CentreVu® Call Management System Sun® Enterprise™ 3500 Computer 
Maintenance and Troubleshooting585-215-875
Upgrading a CMS Computer
CentreVu® Call Management System Release 3 Version 8 Upgrades and 
Migrations 585-210-913
Administering a CMS Computer
CentreVu® Call Management System Release 3 Version 8 Administration 
(Volumes 1 and 2) 585-210-910
CentreVu® Call Management System Release 3 Version 6 Administration 
(Volumes 1 and 2) 585-215-850 TitleDocument 
Number 
						

							  Preface CentreVu®  CMS R3V8 Software Installation and Setup
Related DocumentsP-4
CentreVu® Call Management System Release 3 Version 5 Administration 
(Volumes 1 and 2) 585-215-820
Other Documents
CentreVu® Call Management System Release 3 Version 8 Open Database 
Connectivity585-210-911
CentreVu® Call Management System Release 3 Version 6 Open Database 
Connectivity585-215-852
CentreVu® Call Management System Release 3 Version 8 External Call History 
Interface585-210-912
CentreVu® Call Management System Release 3 Version 6 External Call History 
Interface585-215-854
CentreVu® Call Management System Release 3 Version 6 Planning, Configuration, 
and Implementation585-215-879
CentreVu® Call Management System Release 3 Version 5 Real-Time and 
Historical Reports585-215-821
CentreVu® Call Management System Release 3 Version 5 External Call History 
Interface585-215-824
CentreVu® Call Management System Release 3 Version 5 Open Database 
Connectivity585-215-839
CentreVu® Call Management System Release 3 Version 5 Custom Reports585-215-822
CentreVu® Call Management System Release 3 Version 5 Forecast585-215-825
Lucent Call Center Release 8 Change Description585-210-925
Lucent Call Center Release 8 Documentation CD-ROM585-210-926 TitleDocument 
Number 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
Overview1-1
Introduction1  
Overview1
CentreVu® Call Management System (CMS) is a software application offered 
in association with the Automatic Call Distribution (ACD) feature of Lucent 
Technologies 
DEFINITY® switches. The CMS application provides 
monitoring and recording of ACD calls and agents handling these calls, and 
the use of Vector Directory Numbers (VDNs) for these calls to measure Call 
Center performance.
Supported Hardware Platforms1
CMS is supported on the following platforms:
lSun* SPARCserver†5 computer
lSun SPARCserver 10 computer
lSun SPARCserver 20 computer
lSun Ultra‡ 5 computer
lSun Enterprise§ 3000 computer
lSun Enterprise 3500 computer
Required and Optional Software1
CMS requires the following software packages (optional packages are 
noted):
lSun Solaris¶ 7 operating system (Hardware: 3/99 version)
lSun Validation Test Suite (VTS) 3.1
lHigh-Speed Serial Interface/Sbus (HSI/S) (optional, required for Sun 
SPARCserver or Enterprise systems that have an HSI/S card)
lHigh-Speed Serial Interface/PCI (HSI/P) (optional, required for Sun 
Ultra 5 systems that have an HSI/P card)
lSerial Asynchronous Interface/PCI (SAI/P) drivers (optional, required for 
Sun Ultra 5 systems that have an SAI/P card)
lAurora Ports Card drivers (optional, SPARCserver only)
*Sun is a registered trademark of Sun Microsystems, Inc.
†SPARCserver is a trademark of SPARC International, Inc.
‡
Ultra is a trademark of Sun Microsystems, Inc.
§
Enterprise is a trademark of Sun Microsystems, Inc.
¶
Solaris is a registered trademark of Sun Microsystems, Inc. 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
Required and Optional Software1-2
lBay Networks Annex R10.0B (optional, required for systems using 
Network Terminal Server* [NTS])
lSolstice† for Server Connect X.25 Version 9.1 drivers (optional, 
required for systems using an X.25 link to a switch)
lINFORMIX‡
— Structured Query Language (SQL) 7.20 (optional)
— Standard Engine (SE) 7.22
— Runtime Enhanced SQL (ESQL) 9.14
— International Language Supplement (ILS) 2.11
lSolstice DiskSuite§ 4.2 (contained on the Solaris Easy Access 
Server 2.0 CD)
lSun Solaris patches
lCMS Supplemental Services
lCMS software
lCMS patches
lCMS Open Database Connectivity (ODBC) (optional)
lVisual Vectors Server software
*Network Terminal Server is a trademark of Sun Microsystems, Inc.
†
Solstice is a trademark of Sun Microsystems, Inc.
‡
INFORMIX is a registered trademark of Informix Software, Inc.
§
Solstice DiskSuite is a trademark of Sun Microsystems, Inc. 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
Roles and Responsibilities1-3
Roles and Responsibilities1
This document is written for:
lLucent Technologies on-site technicians
lLucent Technologies Technical Service Center (TSC) personnel
lLucent Technologies factory personnel
lCMS customer administrators.
The following table lists the major software installation tasks, who is 
responsible for performing each task, and the chapter where the task is 
described.
TaskOn-Site
TechTSC Factory Customer
Chapter 2 — Installing Software and Setting Up CMS
“Installing the Solaris Operating System” on page 2-4XX X
“Installing the Sun Online VTS 3.1” on page 2-38
XX X
“Installing Link and Port Packages” on page 2-40
XX X
“Installing INFORMIX” on page 2-67XX X
“Installing DiskSuite” on page 2-84XX X
“Installing CMS Packages” on page 2-103
X X X X (limited)
“Installing the Open Database Connectivity Software” on 
page 2-111
XX
“Installing Visual Vectors Server Software” on page 2-
11 5
XX X
“Setting Up CMS” on page 2-117
X
“Installing Feature Packages” on page 2-157
XX X
“Setting Up the Remote Console” on page 2-167
XX
“Setting Up the NTS” on page 2-171
XX
“Performing a CMSADM Backup” on page 2-181
Chapter 3 — Turning the System Over to the Customer
Verifying the system date and time X
Testing the connection to the TSC X 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
Roles and Responsibilities1-4
Testing the ACD link X
Testing the CMS software X
Assigning customer passwords X
Turning the system over to the customer X
Chapter 4 — Maintaining the CMS Software
Backing up the system X X
Restoring the system X X X
Removing 
INFORMIX to add SQL X X
Chapter 5 — Solving Installation-Related Problems
Solving installation-related problems X XTaskOn-Site
TechTSC Factory Customer 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
CentreVu CMS Helplines1-5
CentreVu CMS Helplines1
If an installation problem arises that requires assistance, customers or 
Lucent Technologies technicians may call the numbers shown below.
Customer 
Support for U.S. 
and Canada
1
1-800-242-2121
By calling this number, the customer reports the problem and generates a 
trouble ticket so that the problem can be worked by the services 
organization.
The customer is prompted to identify the type of problem (ACD, 
hardware, or 
CentreVu CMS) and is connected to the appropriate service 
organization.
Customer and 
Technician 
Support Outside 
of U.S. and 
Canada
1
For customer and technician support outside of the U.S. and Canada, 
contact your Lucent Technologies representative or distributor for more 
information.
Technician 
Support for U.S. 
and Canada
1
1-800-248-1234
Lucent Technologies technicians can receive help during installations by 
using this number.
International 
Support 
1
For international support, contact your Lucent Technologies 
representative or distributor for more information. 
						

							  Introduction CentreVu®  CMS R3V8 Software Installation and Setup
CentreVu CMS Helplines1-6 
						

							  Installing Software and Setting Up CMS CentreVu®  CMS R3V8 Software Installation and Setup
Overview2-1
Installing Software and Setting Up CMS2  
Overview2
This chapter contains the procedures used to install and set up the 
CentreVu® Call Management System (CMS) software, and other required 
and optional software. If the software has already been installed at the 
factory, the only procedures required at the customer site include: 
l“Setting Up CMS” on Page 2-117
l“Installing Feature Packages” on Page 2-157
l“Performing a CMSADM Backup” on Page 2-181
If the CMS software was not installed at the factory, use the procedures in 
this chapter to bring the CMS computer up to factory standards after a 
system reconfiguration or repair. See 
CentreVu® CMS R3V8 Hardware 
Maintenance and Troubleshooting
 (585-210-919) or CentreVu® CMS Sun* 
Enterprise† 3500 Computer Maintenance and Troubleshooting 
(585-215-875) for more information about field repairs.
Summary of 
Procedures
2
The following table lists each of the factory software installation procedures 
for R3V8, including the computer models for which it applies (E3000, E3500, 
Ultra‡ 5, SPARCserver§) and if it is required or optional. All procedures must 
be performed in the sequence presented below.
*Sun is a registered trademark of Sun Microsystems, Inc.
†
Enterprise is a trademark of Sun Microsystems, Inc.
‡
Ultra is a trademark of Sun Microsystems, Inc.
§
SPARCserver is a registered trademark of SPARC International, Inc.
ProcedureComputer 
PlatformRequired/
Optional
Installing the 
Sun Solaris 7 operating system (3/99 version) All Required
Installing the 
Sun Online Validation Test Suite (VTS) 3.1 All Required
Installing the 
SunLink* High-Speed Serial Interface/Sbus (HSI/S) 
Version 3.0 driversE3000
E3500
SPARCserverOptional
Installing the High-Speed Serial Interface/PCI Bus (HSI/P) Adapter 
2.0 driversUltra 5 Optional
Installing the Serial Asynchronous Interface/PCI Bus (SAI/P) Adapter 
1.0 driversUltra 5 Optional
Installing the Aurora ports card drivers SPARCserver Optional 
						

							  Installing Software and Setting Up CMS CentreVu®  CMS R3V8 Software Installation and Setup
Overview2-2
Installing the Bay Networks Annex R10.0B drivers All Optional
Installing the 
Solstice† for Server Connect X.25 package All Optional
Installing the 
INFORMIX‡ software:
- Structured Query Language (SQL) Version 7.20
- Standard Engine (SE) Version 7.22
- Runtime Enhanced SQL (ESQL) Version 9.14
- International Language Supplement (ILS) Version 2.11All
All
All
AllOptional
Required
Required
Required
Installing the 
Solstice DiskSuite 4.2 software All Required
Installing the 
Sun Solaris patches All Required
Setting up 
Solstice DiskSuite All Required
Installing the CMS Supplemental Services software All Required
Installing the CMS software All Required
Installing the CMS patches All As needed
Installing the Open Database Connectivity (ODBC) software All Optional
Setting up the CMS software All Required
Installing feature packages All Required
Setting up the remote console  All Required
Setting up the NTS All Optional
Backing up the system All Required
*SunLink is a registered trademark of Sun Microsystems, Inc.
†
Solstice is a trademark of Sun Microsystems, Inc.
‡
Informix is a registered trademark of Informix Software, Inc.
ProcedureComputer 
PlatformRequired/
Optional