Lucent Technologies Centrevu Release 3 Version 8 High Availability Connectivity, Upgrade And Administration Manual

							  Introduction CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Customer-Specific Roles and Responsibilities1-5
Customer-Specific Roles and Responsibilities1
Customers are solely responsible for several tasks required to support 
the CMS HA option.  The following table lists tasks for which the 
customer is solely responsible in order to support a CMS HA installation. 
User responsibilities are described in detail in “CentreVu Call 
Management System Release 3 Version 8 High Availability User Guide” 
(585-210-931).
 
Task
Retention of  CMS documentation and software
For those administration changes which are non-transferrable via backup 
tape, revision on each HA server 
Nightly Full Maintenance backups on the primary server
Nightly Full Maintenance restores on the secondary server
Monthly (or more frequent) CMSADM backups
Checking log records to verify  success of backup 
						

							  Introduction CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
CentreVu CMS Helplines1-6
CentreVu CMS Helplines1
If an installation problem arises that requires assistance, customers or 
Lucent Technologies technicians can call the numbers shown below.
Customers should inform Support personnel that their CMS system 
is configured for the High Availability service option. 
Customer 
Support for U.S. 
and Canada
1
http://support.lucent.com or 1-800-242-2121 
Customers can access the CMS internet support web site and access the  
Online Expert to get answers to common problems, obtain copies of CMS 
document and create service requests. 
By calling the 1-800 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. 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview2-1
Connecting HA Servers to the Switch2  
Overview2
Connecting HA Servers to the Switch describes connectivity requirements 
and recommendations specific to CMS High Availability (HA) systems. This 
information is applicable to the following 
DEFINITY Release 8.1 switches:
•Generic 3si (G3si) 
•Generic 3r (G3r)
•Generic 3csi (G3csi)
•Prologix Release 3 (G3csi)
The connectivity configurations described in this chapter represent the 
optimal link setups for HA systems. Other switch-to-server connectivity 
configurations are not described herein. For information about other switch-
to-server connections, see 
CentreVu Call Management System Switch 
Connections and Administration
 (585-215-876).
Server 
Switch-Over 
Options
2
The primary purpose of the CMS High Availability offer is to ensure an 
uninterrupted data stream between the DEFINITY ECS and the CMS system 
on which the data is stored. However, some customers may also desire 
continuous access to their CMS data. Following a major failure event on their 
primary HA server, customers have the option to switch over to their 
secondary server for purposes of CMS data monitoring and reporting. A 
server switch-over should be performed only when the anticipated down time 
for the primary server is expected to be significant.
Customers must choose between the following switch-over options:
1. No switch-over
Customers who do not require continuous access to their CMS data can 
choose not to switch-over to the secondary server after the primary 
server experiences a major failure event. When the primary server goes 
down, uninterrupted collection of call data will continue on the 
secondary server, but the customer will not be able to access that data 
until the primary server is restored. 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview2-2
2. Customized software switch-over 
If the HA primary and secondary servers connect to CMS clients 
and other peripherals, such as NTS servers, printers, etc. over the 
same network subnet, LAN traffic on this “user” network can be 
automatically redirected from the primary to the secondary server by 
means of customized scripting tools. The scripts, which are set up 
by PSO, create an alias for the IP address of the primary server on 
the secondary server.
3. Manual server switch-overs
If the customer is unable to connect the two HA servers to the “user” 
network via a common network subnet, the custom software switch-
over solution offered by the PSO can not be implemented. 
Therefore, if the customer still desires uninterrupted access to their 
CMS data, the server switch-over must be performed manually.
At a minimum, manual switch-over entails editing of host 
configuration files on the secondary server and re-administration of 
CMS supervisor clients by their individual users in order to redirect 
them from the primary to secondary server.
Depending on the nature of the customer network, additional 
measures may be required, such as re-administration (or 
duplication) of NTS servers, physical reconnection of peripheral 
devices, etc. Customers considering the manual switch-over option 
must be strongly encouraged to consult with their TSO and/or PSO 
representatives in order to discuss logistical issues associated with 
manual server switch-overs. 
Basic 
Configuration 
Rules
2
CMS HA servers must be physically located in the same building, and 
ideally, should be directly adjacent to each other in order to facilitate ease 
of maintenance. 
CMS HA computers can collect data from up to eight different ACDs. 
Mixed ACD links, in which the server is connected to both single 
(standard CMS) ACD links and HA dual links, is not supported. If 
implemented, mixed ACD links could potentially result in significant call 
data loss, and could also fill up system error logs with meaningless data. 
Link connections are implemented only by the TCP/IP over ethernet LAN 
communications protocol, and connections must run over LAN facilities 
local to the switch.
Each CMS HA server should be connected to a separate UPS on a 
separate protected power circuit. 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview2-3
ACD traffic is routed through dual control C-LAN circuit packs on the 
switch. The Definity switch must be administered to enable the dual C-
LAN cards; for details about the administration of dual ACD links on HA 
systems, see “Administering the Switch for CMS High Availability 
Systems” on Page 4-1. 
Finally, note that the parts requirements and physical connection 
schemes described in this chapter are applicable to each switch-to-
server link installed on the HA system, irrespective of the total number of 
links connected to the server.
Connecting 
Blocks
2
In this chapter, references are made to 103A connecting blocks, which 
have one RJ45 connector per block. If needed, you can substitute 
the 104A connecting block, which has two RJ45 connectors per block. 
The wiring for both connecting blocks are identical.
Planning for LAN 
Switch Links
2
When setting up a switch link over a LAN, planning information must be 
gathered before you begin. You should also take into account if the 
Intuity™ AUDIX
® product will be part of the LAN. You must coordinate 
the setup of that system with the switch and the CMS. Some of the 
information needed includes:
•How is the connection being made from the CMS computer to the 
switch:
a. Private LAN, no connectivity to customer LAN (uses private 
LAN addresses):
— Recommended option for HA systems, most robust and 
reliable, no dependency on customer’s network
— Hubs are used to make the connections; up to four hubs 
can be used to extend distances
— Crossover cable can be used instead of hubs (with flipped 
transmit/receive leads)
b. Customer LAN with private segment:
— Uses switch or router to provide a private collision domain
— Minimal dependency on customer’s network
— Customer must provide equipment and administer 
network for private segment
— Customer LAN administrator must be present during setup 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview2-4
c. Direct connect to Customer LAN, without private segment:
— Least preferred option
— Complete dependency on performance and reliability of 
customer’s LAN
— Allows remote location of endpoints when customer LAN 
connectivity is convenient 
— Customer LAN administrator must be present during setup
•If option b or c is chosen, the following information is needed from 
the customer:
a. Customer network physical connectivity questions:
— Location of 10BaseT network access point (hub, router, 
and so on)
— Distance between C-LAN and network access point (328 
ft, 100 m maximum)
— Wiring to access point, existing or new, Category 5 
minimum required
b. Customer network administration questions:
— IP address of C-LANs, adjuncts, and gateways
— Node names of C-LANs, adjuncts, and gateways
— Subnet masks for all LAN segments containing C-LANs or 
adjuncts
— Gateway IP address for all LAN segments containing C-
LANs, adjuncts, or routers
— Are all endpoints (C-LANs and adjuncts) on the same 
local LAN segment? 
Network administration information needs to be mapped into 
specific administration fields.
•Sanity check of information obtained from customer:
a. If C-LAN and adjuncts (CMS or Intuity) are on the same LAN 
segment:
— Gateway IP address (if present) and subnet mask 
information is valid
— All IP addresses contain the same subnet address
b. If C-LAN and adjuncts are on different LAN segments, gateway 
IP addresses are different
Without the information described above, the Lucent Technologies 
technician will be unable to complete the installation.  
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Connecting to the Definity Switch2-5
Connecting to the Definity Switch2
Overview2The recommended link setup for HA systems consists of a private LAN 
connection between switch and server, with no connectivity to other 
customer LAN segments. This arrangement optimizes performance of 
ACD traffic over the link and eliminates potential points of failure 
extraneous to the needs of switch-to-server communication. However, 
this configuration may not be feasible for many, if not most, CMS 
customers who adopt the HA option.
LAN 
Connectivity 
Options
2
There are two basic ways to make the LAN connection between the 
Definity switch and the server:
•Connecting with a 10Base-T hub and Cat 5 Cables
The recommended method to connect the switch-to-server link uses 
a 10Base-T hub and unshielded twisted pair UTP Category 5 
cabling to directly connect switch and server over a private LAN.  
•Connecting with a Crossover Cable
Direct switch-to-server connectivity can be accomplished using a 
crossover cable with flipped transmit/receive leads. This method has 
the advantage of ensuring that the LAN connection is private, since 
a hub is not included in the configuration, but is not recommended 
for HA systems. 
If the customer requires a link connection by means of crossover cables 
or other methods not described above, general descriptions and 
requirements for alternate connectivity setups are described in 
CentreVu 
Call Management System Switch Connection and Administration
 (585-
215-876). 
Ethernet Ports 
on a CMS 
Computer
2
Ideally, a second ethernet card should be installed on each CMS HA 
server.  If two ethernet ports are available, the standard provisioning 
procedure is to use the first (built-in) ethernet port for connectivity to the 
customer LAN or public network. The second ethernet card (Fast-SCSI 
Buffered Ethernet (FSBE) or 
SunSwift* ethernet) should be dedicated 
solely to the switch link.
*SunSwift is a trademark of Sun Microsystems, Inc. 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Connecting to the Definity Switch2-6
A depiction of an ideal HA system configuration for a single-ACD system 
is displayed in the following figure. 
Note:
Existing customer network configurations are likely to require a different 
LAN setup from the idealized configuration shown above. This is 
particularly likely when mutliple ACDs are conncected to the CMS server. 
For information about alternate LAN configurations, see “
CentreVu Call 
Management System Switch Connections and Administration
” (585-215-
876).
Connecting with a 
10Base-T Hub
2
Connecting through a 10Base-T hub LAN connection is the 
recommended method to connect the switch to the CMS computer. 
Hubs used to connect servers to multiple dual link ACDs must have 
sufficient ports for all of the incoming ACD links as well as the connection 
from the hub to the HA server.  Thus, an 8-port hub supports a maximum 
of seven ACDs. If eight ACDs links are required (or included in future 
upgrade plans), use a 16-port hub to make the connection to the switch. 
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Connecting to the Definity Switch2-7
Distance Limits2The maximum allowable length for a single segment of Cat 5 cable is 100 
meters (328 feet); a maximum of four hubs can be used in series to 
connect cable segments. Therefore, the distance between a local switch 
and server must not exceed a maximum distance of 500 meters (1,640 
feet). 
However, when multiple ACDs are in use, few, if any, switches are likely 
to be installed in the same physical location as the CMS servers. In most 
cases, connections to the switches (both local and remote) are typically 
made through a private network maintained by the customer. 
Parts List2The following parts list includes basic hardware items required to connect 
each dual ACD link to a CMS HA server according to the recommended 
connectivity configuration. For multiple dual link connections, additional 
part quantities may be required for some components.    
Quantity
(per CMS server)Description Comcode
*
1 TN799 C-LAN port N/A
1 259A adapter, or
258B adapter, or
356A adapter, or
Category 5 cross-connect hardware and connecting block102631413
103923025
104158829
N/A
2RJ45 UTP Category 5 modular cord:
5 feet, 1.5 meters
10 feet, 3 meters
15 feet, 4.5 meters
25 feet, 7.6 meters
50 feet, 15.2 meters
100 feet, 30.5 meters
200 feet, 61 meters
300 feet, 91 meters107748063
107748105
107748188
107742322
107742330
107748238
107748246
107748253
1 CenterCOM 10Base-T LAN Hub 407086735
*Parts for which no comcode is displayed must be obtained by the customer prior to the scheduled upgrade.  
						

							  Connecting HA Servers to the Switch CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Connecting to the Definity Switch2-8
Cabling Procedure2This procedure describes the step required to make the connection 
between a dual ACD link and the HA server.  For more information, refer 
to the “Cabling Diagram - LAN via 10Base-T Hub” on Page 2-8
. 
1. Do one of the following:
•Attach an adapter (259A, 258B, or 356A) to the backplane 
connector of the TN799 C-LAN circuit pack, then attach one 
end of an RJ45 Category 5 modular cord to the adapter. Use 
jack #1 on the 258B or 356A adapters.
•Connect the ethernet port of a TN799 C-LAN circuit pack to 
a Category 5 connecting block using Category 5 cross-connect 
wiring, then attach one end of an RJ45 Category 5 modular 
cord to the connecting block.
2. Connect the other end of the modular cord to a port on 
the 10Base-T hub.
3. Connect another RJ45 Category 5 modular cord to a different port 
on the 10Base-T hub.
4. Connect the other end of the modular cord to an ethernet port on the 
CMS computer. 
5. Connect and apply power to the 10Base-T hub.
Cabling Diagram - LAN 
via 10Base-T Hub
2