Lucent Technologies Centrevu Cms Administration Guide

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Running a restore11-27
The Restore Data input window opens. The Status field shows the 
status of the current or most recent restore; the Errors field shows any 
errors found in the restore.
...........................................................................................................................................................................
2In the Device name field, type the name of the device from which/to 
which you are restoring data.
If this field defaults to the device named during installation, you can 
accept the default.
...........................................................................................................................................................................
3For an automatic restore:  select the Restore from last backup check box 
and run the restore. For a manual restore: leave the check box blank.
...........................................................................................................................................................................
4For a manual restore: close the Restore Data input window and return to 
the Maintenance window. Select Operations | Restore Data – Select 
Tables.
The Select Tables input window opens. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Running a restore11-28
...........................................................................................................................................................................
5In the Tables to restore field, select the check boxes for the INFORMIX 
tables for which you want to restore data. 
• The table name field shows the designated name of the 
INFORMIX table. 
• The Description field shows the type of data in the INFORMIX 
table. 
END OF STEPS...........................................................................................................................................................................
Reference
During an (automatic) restore, you may get an error message for any of 
these reasons:
•
CentreVu CMS cannot access the specified device. 
•
CentreVu CMS cannot read the volume. 
• The tape is not a 
CentreVu CMS backup tape. 
• The mounted volume is not compatible with the current database.
•
CentreVu CMS cannot read the current volume. You are asked if 
you want to continue with another volume. 
•
CentreVu CMS cannot restore tables. You are asked if you want 
to skip these tables, and to continue or stop. 
At the end of every restored volume, you see how many tables have 
been fully or partially restored.  
StepsTo run a manual restore:
...........................................................................................................................................................................
1From the controller window, select Maintenance | Restore Data. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Running a restore11-29
The Restore Data input window opens. The Status field shows the 
status of the current or most recent restore; the Errors field shows any 
errors found in the restore.
...........................................................................................................................................................................
2In the Device name field, type the name of the device from which/to 
which you are restoring data.
If this field defaults to the device named during installation, you can 
accept the default.
...........................................................................................................................................................................
3Under Restore from last backup, select the check box for an automatic 
restore or leave the check box blank for a manual restore. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Running a restore11-30
Note: the start/stop date fields for this procedure only accept a two–
digit year.
END OF STEPS........................................................................................................................................................................... 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Using the maintenance error log11-31
............................................................................................................................................................................................................................................................Using the maintenance error log
OverviewThe maintenance error log helps you (and Lucent Services) resolve 
system problems. This log displays a chronological list of warnings, 
information, and errors detected by 
CentreVu CMS. To reach Lucent 
Services, call the Lucent Technologies National Customer Care Center 
at 800 242-2121.  
The maintenance error log can contain up to 500 entries. When it 
reaches 500 records, the log rolls over. The oldest record is overwritten 
by the newest record. 
The log displays the entries in a reverse time order (the most recent 
entry is displayed first). You can search on an error code or severity 
level. 
Steps...........................................................................................................................................................................
1From the controller window, select Tools | Maintenance.
The Maintenance selector window opens.
...........................................................................................................................................................................
2Select Operations | Maintenance.
The Maintenance Error Log input window opens. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Using the maintenance error log11-32
...........................................................................................................................................................................
3In the ACD field, type or select the name or number of the ACD for 
which you want to view the maintenance error log. 
...........................................................................................................................................................................
4In the Error codes field, type unique identifiers for each error. This 
allows you to refer to a specific error when dealing with Call Center 
Services personnel or your own departmental personnel. This field is 
used to filter the output so you can create a report with only those errors 
you need. If you leave the field blank, all errors are displayed. 
...........................................................................................................................................................................
5In the Severity field, select the severity of the error for which you want 
to create a report:
• ALARM could cause the system to crash or fail. You must work 
with Lucent Services to avoid the possibility of system failure.
• ERROR needs immediate action — for example, a backup may 
not be working properly.
• INFO does not need immediate action but is listed either to let you 
know that some aspect of the system is not operating correctly or 
to indicate the status of an operation—for example, “Successful.”
...........................................................................................................................................................................
6In the Dates field, type or select the dates for which you want to run the 
report or click the Browse button. Use the MM/DD/YY format to type 
the dates.
...........................................................................................................................................................................
7Under Destination, select the View Report on Screen check box or the 
Print Report on check box.
END OF STEPS...........................................................................................................................................................................
Reference
• If CentreVu CMS is down when a data summarizing timetable or 
a script is scheduled to run, an error message directs you to do a 
manual archive from the Data Summarizing window. 
• The results of daily, weekly, and monthly data summaries are 
written to the maintenance error log. You can use the log to see 
when the summaries ran and whether or not they were successful.  
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Using the maintenance error log11-33
• You can use the maintenance error log to get the status of the 
Forecast manager. 
•  You can use the maintenance error log to get the status of backups 
and/or archiving that completed without a Backup/Archiving 
Status window open.  
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Using the maintenance error log11-34
Maintenance error codes and related messages are listed by error code 
number. Each message is followed by a explanation of why the error 
occurred and how to fix it:
Error 
codeMessage/reason/action
500
81,;HUURURQ23(1ILOH
Reason — This error is logged when a  has been done 
on a timetable and the timetable is unable to write the 
changes.
505  81,;HUURURQ:5,7(ILOH)LOHV\VWHPPD\EH
RXWRIVSDFH
Reason — The Set dest destination was a file, but the file 
could not be written completely.
Action — Delete files that are not needed from disk (or copy 
to tape and then delete). Call Services.
505  81,;HUURURQ:5,7(ILOH6,*3,3(VLJQDO
FDXJKWGXULQJSULQWLQJSULQWUHTXHVWLV
LQFRPSOHWHRUIDLOHG
Reason — Could not print a file. UNIX probably does not 
have a default system line printer assigned, and the user 
probably does not have a 
CentreVu CMS default printer 
assigned.
Action — Assign a default printer to the user through User 
Permissions. 
505  81,;HUURURQ:5,7(ILOHOS7KHXVHUPD\
KDYHQRGHIDXOWSULQWHUDVVLJQHGDQGWKH81,;
V\VWHPDGPLQLVWUDWLRQIRUDGHIDXOWV\VWHPOLQH
SULQWHUKDVQRWEHHQGRQH
Reason — Could not print a file. UNIX probably does not 
have a default system line printer assigned, and the user 
probably does not have a 
CentreVu CMS default printer 
assigned.
Action — Assign a default printer to the user through User 
Permissions. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Task reference11-35
............................................................................................................................................................................................................................................................Task reference
Backup strategyUse the information that follows to develop a backup strategy 
appropriate to your call center.
Kinds of backups
• CMSADM: backs up Solaris system files and programs, 
CentreVu CMS programs, non-CMS data
• Maintenance: backs up 
CentreVu CMS database tables, including 
historical data, Dictionary data, and permissions data; 
maintenance backups can be full, incremental, or complex
•
Caution: running a CMSADM backup alone does not save data; 
you must follow the CMSADM backup with a full maintenance 
backup.
Frequency of backups Base the frequency of your backups on the 
amount of data your call center is willing to lose in case of catastrophic 
failure. In addition:
• Back up the 
CentreVu CMS historical data for each ACD after 
CentreVu CMS is first installed and tested.
• Back up system data weekly or when it has changed.
Managing the tapes Supply, secure storage, and labeling are key to 
ensuring that if you need to restore data, you can do it quickly and 
accurately.
• Keep enough tapes on hand to rotate them so that several tapes are 
available at all times. For example, if you do daily backups, keep 
seven tapes in stock and recycle them weekly (use a new tape for 
each day of the week and repeat each weekly sequence.)
• Store tapes in a safe, secure area. 
						

							  Task: maintaining CentreVu® CMS  CentreVu CMS Administration
Reference: full backup11-36
............................................................................................................................................................................................................................................................Reference: full backup
PurposeA full backup includes all the data in the CentreVu CMS database 
tables (historical data, dictionary, permissions, etc.). It is strongly 
recommended that you do a full backup at least weekly. If the backup 
does not fit on one tape, you are prompted for another tape when 
needed. 
Allocate tapesYou can use many backup combinations to preserve your data. In the 
following example, the call center does a full backup twice a week. 
This is how tapes are allocated for the backups: 
Set up a scheduleThe next example shows how the tapes that were allocated for a twice-
weekly, full backup are rotated over a two-week period. Notice that 
extra tapes alternate with regular tapes from week to week so the same 
tapes are not used every time.
Backup type Day Regular tapes Extra tapes 
Full  Wednesday 2 (Set 1) 2 (Set 1)
 Full Saturday 2 (Set 2) 2 (Set 2)
Week 1  Mon Tues  Wed
 
Full backup
 
(Use regular tapes 
from Set 1)Thurs  Fri Sat
 
Full backup
 
 (Use regular tapes 
from Set 2) Sun
Week 2 Mon  Tues Wed
 
Full backup
 
 (Use extra tapes 
from Set 1)Thurs  Fri  Sat
 
Full backup
 
(Use extra tapes 
from Set 2)Sun