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

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview3-1
Upgrading CMS to the High Availability Option3  
Overview3
Upgrading CMS to the High Availability Option describes CentreVu Call 
Management System (CMS) upgrade procedures required to add a new 
CMS server to an existing CMS system in order to create a CMS High 
Availability (HA) system. 
The CMS servers used in an HA system must have the same CMS version 
and base load number. If the original server has a different CMS version from 
the new server being added to the system, upgrade of the original server 
must be performed through a Lucent Speed Centre facility.
HA Upgrade Scenarios3
Two CMS servers to be incorporated into an HA system must be installed 
with the same version (R3V8 or later) and base load of the CMS software. In 
many, if not most cases, the new HA systems will consist of an existing CMS 
installation  combined with a newly purchased CMS server.  
Note:
In the procedures that follow, the two CMS servers incorporated into the 
system are referred to as follows:
•the CMS server that is already installed onsite is referred to as the 
“original server” 
•the server purchased by the customer to enable the HA option is 
referred to as the “new HA server”.
In terms of the installed CMS software, one of the following conditions will be 
true at the beginning of the upgrade:
a. the CMS servers have the same CMS version and base load
b.the original server has the same CMS version as that installed on 
the new HA server, but the base loads are different 
c. the original server has an earlier version of CMS than that 
installed on the new HA server 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
HA Upgrade Scenarios3-2
If either case a) or b) are in effect, the upgrade process is significantly 
simplified, since:
•the Definity switch can be administered for the correct CMS version 
and the dual ACD links prior to the arrival of the new HA server 
onsite (the unused C-LAN link is busied out until the new HA server 
is installed)
•the original server either does not require a software upgrade or 
only needs a base load upgrade to match the installation on the new 
HA server. 
In either case, when a new HA server is added to a system in which the 
original server is already installed with the correct CMS version, 
achievement of a “synchronized” system requires minimal or no software 
installation, followed by one or two maintenance backups and restores 
between the two servers (the servers are never truly synchronized due to 
operational differences between the primary and secondary servers). 
Due to the simplified logistics associated with creation of a new HA 
system when the original server is already installed with the correct 
CMS version, this document does not describe upgrade scenarios 
in which a full CMS version upgrade is not required. 
In contrast, when the original server is installed with a pre-R3V8 version 
of the CMS software, the HA upgrade process entails a specific 
sequence of installation and administration activities, as well as various 
maintenance backups, data migrations and restores. These activities 
must be executed in an ordered sequence that minimizes system 
downtime and the overall provisioning effort. The procedures required to 
perform an HA upgrade under this scenario are presented in the following 
sections.  
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
HA Upgrade Scenarios3-3
Overview of the 
HA Upgrade 
Procedure
3
The steps required to perform an HA upgrade when the original server 
requires a full CMS version upgrade are described below and depicted in 
the accompanying figurePage 2-5
.
Note: 
Steps 1 through 4 (below) should be performed approximately 24 
hours before the HA upgrade process is initiated.
1. Upgrade the Definity Switches to Release 8.1 (or later) and 
administer the switches to run with the current (pre-R3V8) version of 
CMS installed on the original server.
2. Since backup tapes will be exchanged between the two servers,  
verify that the tape drive on the original server is compatible with the 
tape drive on the new HA server. For example, if a Sun Enterprise 
3500 server is purchased for incorporation with an existing 
Enterprise 3000 server, the tape drive on the 3000 system must be 
replaced with a new Exabyte Mammoth 20-40 Gbyte 8mm (EXB-
8900) tape drive. Old tapes should be discarded so that they are 
not mistakenly used in the new tape drive.
Note:
If replacement of the tape drive on the original server is 
required, provisioning will dispatch a Sun
* technician. For 24/7 
call center operations, this activity will incur some loss of CMS 
data. 
3. Coordinate with the customer to:
a. determine which CMS server will be designated as the 
primary server and which will be designated as the 
secondary server (for details, see “
Supported CMS 
Platform Combinations” on Page 1-2)
b. establish a cut-off time on the day of the HA upgrade, after 
which time CMS users will not make changes to the system 
administration until the upgrade is completed.
4. Perform a CMS full maintenance backup and a CMSADM backup 
on the original server approximately 24 hours before the HA 
upgrade begins. 
*Sun is a registered trademark of Sun Microsystems, Inc. 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
HA Upgrade Scenarios3-4
5. On the day of the upgrade, the Lucent technician arrives onsite and 
performs a backup of system and ACD-specific admin data on the 
original server.
Note:
At this point in the upgrade process, CMS users must not 
attempt to make administrative changes on the system until the 
HA upgrade is completed.
6. The new HA server is installed, configured, CMS is put into single 
user mode and the backup tape (created in Step5
) is used to 
migrate the System Administration data and Agent/Call Center 
Admin data onto the new HA server.
7. After the most recent intrahour interval archive completes on the 
original server, busy out all ACD links at their respective switches  
and re-administer them for CMS R3V8 and dual ACD links. When 
the switches are re-administered, release the busy out for the links.
8. As soon as the switch is re-administered and the ACD links for the 
new HA server come up, verify that CMS data collection on the new 
HA server is active for all ACDs.
9. Perform an incremental maintenance backup on the original server 
(historical data only), then power it down to install the new drives 
from the Speed Centre.
10. After the Speed Centre disks are installed and the new CMS 
software has been set up, restart CMS data collection on the original 
server. Verify that data is collected from all ACDs. 
11. Migrate the CMS historical data from the incremental maintenance 
backup (Step 9
) to the new HA server. When the migration 
completes, replace the incremental tape with the original full 
maintenance tape (Step 4
) and migrate all of the remaining 
historical data to the new HA server.
12. Use the CMS system administration and ACD-specific admin data 
backup tape (Step 5
) to migrate that data back onto the newly 
upgraded original CMS server.
13. Run a full maintenance backup on the new HA server.
14. Restore the historical data from the full maintenance backup tape 
(created in the preceeding step) onto the original server.
The two servers now share the same initial set of administrative 
data; CMS users can now resume (or start) making 
administrative changes to whichever CMS system is 
designated as the primary server. 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
HA Upgrade Scenarios3-5
15. Run CMSADM backups on both servers.
The CMS HA upgrade process is now complete. Customers should 
initiate a regular maintenance schedule. For more information, see 
“
CentreVu Call Management System R3V8 High Availability User Guide” 
(585-210-931). 
Schematic depiction of the HA Upgrade procedure when a full CMS 
version upgrade is required:.     
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Verifying the Tape Drive on an Enterprise 3000 Server3-6
Verifying the Tape Drive on an Enterprise 3000 Server3
This procedure is required only for Ha systems which use an E3000 - 
E3500 platform combination for the primary and secondary servers.
WARNING!
After the original tape drive on an Enterprise 3000 is replaced with 
an Exabyte Mammoth 20-40 Gbyte 8 mm drive, the customer must 
discard any old tapes which were formerly used with the old drive.  
Reuse of old tapes on the replacement drive will result in damage to 
the tape device. 
For HA systems in which a new Enterprise 3500 platform is installed in 
combination with an Enterprise 3000 that is already in service, the tape 
drive on the 3000 must be replaced with an Exabyte Mammoth 20-40 
Gbyte 8mm drive (EXB-8900).                                           
The tape drive replacement, which is performed by a 
Sun technician, 
must be completed before the HA upgrade process starts. 
Tape Verification 
Procedure
3
If a tape device change-out was required, perform the following steps to 
confirm that the old tape drive was replaced:
Insert an 8mm 170m AME tape cartridge in the tape drive on the 
Enterprise 3000 server and enter:
mt -f /dev/rmt/0 status
If the drive has been replaced, the system responds:
Mammoth EXB-8900 8mm Helical Scan tape drive:
   sense key(0x0)= No Additional Sense   
residual= 0   retries= 0
   file no= 0   block no= 0 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Performing a CMSADM Backup3-7
Performing a CMSADM Backup3
A CMSADM file system backup saves all system files (excluding CMS 
call data) and is used to restore the system in the event of an upgrade 
failure. A CMS ADM backup must be performed within 24 hours of the 
start of the HA upgrade process.  CMSADM backups must also be 
perfomed on both servers immediately after the completion of the HA 
upgrade. 
OverviewCThe CMSADM file system backup includes the following:
•
Solaris system files and programs
•CMS programs
•Non-CMS customer data placed on the computer (in addition to the 
CMS data).
 PrerequisitesC•Verify that at least 3 tapes are available for use during the upgrade 
process.
•Before starting the backup procedures described in this section, log 
in as 
root, and enter lp /etc/vfstab. The output from the printer 
is necessary when doing a system restore. Bundle the printout of 
the /etc/vfstab file with the system backup tape(s) for future 
reference.
Note:
The CMS server must be administered to support a printer before the 
vfstab  file can be printed out.   
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Performing a CMSADM Backup3-8
ProcedureC1. Log in as root and enter:
cmsadm 
The CMS Administration menu appears:
2. Enter 3 to select the backup option. Depending on the 
configuration of your system, go to step a or b, below. 
a. If only one tape drive is available on the system, the program 
responds:
b.  If more than one tape drive is available for use by the 
system, the program will display output similar to the 
following example:
Lucent Technologies CentreVu(R) Call Management System Administration Menu
Select a command from the list below.
1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup Filesystem backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_cms Turn CentreVu CMS on or off
8) port_admin Administer Modems, Terminals, and Printers
Enter choice (1-8) or q to quit: q
Please insert the first cartridge tape into 
.
Press ENTER when ready or Del to quit:^?
Select the tape drive:
  1) 
  2) 
Enter choice (1-2): 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Performing a CMSADM Backup3-9
3. Enter a tape drive selection from the displayed list. The program 
responds:
Note:
If only one tape drive is available, the output shown above 
is not displayed.
4. Press Enter. The backup process begins. If more than one tape is 
required, the program displays the following message:
If you receive the message displayed above, insert the next tape 
and allow it to rewind. When it is properly positioned, press Enter.
5. When the backup is completed, the program response varies 
according to the number of tapes used for the backup: 
a. If the number of tapes required is one, the system responds:
b. If the number of tapes required is more than one, the system 
responds:
Please insert the first cartridge tape into 
.
Press ENTER when ready or Del to quit:^?
End of medium on output.
Please remove the current tape, number it, 
insert tape number x, and press Enter
xxxxxxx blocks
Tape Verification
xxxxxxx blocks
WARNING:  A CMS Full Maintenance Backup in 
addition to this cmsadm backup must be done to 
have a complete backup of the system.  . . . . 
Please label the backup tape(s) with the date 
and the current CMS version (r3v8xx.x)
xxxxxxx blocks
Tape Verification
Insert the first tape
Press Return to proceed : 
						

							  Upgrading CMS to the High Availability Option CentreVu CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Performing a CMSADM Backup3-10
If you receive the message displayed above, insert the first 
tape used in the backup and press Enter. Wait for the tape 
drive light-emitting diode (LED) to stop blinking before you 
remove the tape. 
When prompted, repeat this process for any additional tapes 
generated by the backup process. When the final tape is 
verified, the program displays the output shown above in step 
4a. 
6. Save the tapes and the 
vfstab printout until a backup restore is 
performed.
Label all tapes with the tape number and the date of the backup. 
Set the tape write-protect switch to read-only.
!CAUTION: