NEC Attendant Management System Operations Manual

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Attendant Management System Operations Manual AMS Upgrade Procedures
7. When the “Terminate selected applications?” prompt displays, type y and press 
Enter.
A series of messages display in the bottom window of the APM. 
8. To log out, press ESC until the login prompt displays.
Note :
You can use these steps to initialize the Ams_Daemon by choosing 
“Initialize” in step 3. You do not need to highlight Stat_Logger because it will 
be initialized automatically by the Ams_Daemon.
Step 4: Upgrading 
the AMS SoftwareOnce you have completed the tape backup and terminated the Ams_Daemon, use 
the following steps to upgrade the AMS software.
1. When upgrading from a version of AMS other than Version 1.7, log in to the 
AMS as the supervisor by typing ams at the login prompt from the correct tty. 
(Try pressing ALT+F12 or ALT+F8 to select the correct tty.) 
If this fails, log in to a SunRiver terminal. The default supervisor name and 
password is 
ams.
2. When upgrading from a version of AMS other than Version 1.7, choose System 
Configuration then Timer Configuration. Write down the settings for each 
field, and exit from AMS.
3. Verify that all attendants are logged off as described in “Step 1: Verifying 
Operators Are Logged Off” on page A-1.
4. Halt all AMS logins configured to always run on the SunRiver terminals as 
described in “Halting Auto-Configured SunRiver Stations” on page A-8.
5. Remove shared memory by typing amsadm to log into AMS.
6. Enter u to exit to the AMS directory.
7. At the AMS directory, type ipcs -m. 
The list of the shared memory of all the applications appears. The AMS uses the 
shared memory that has the form of:
 m # 0x00000ace --rw-rw-rw- apm apm
8. Log in as root user at the AMS directory by typing su, and type the root user 
password when prompted.
9. Type ipcrm -m #, where # represents the unique number AMS uses for its 
shared memory.
10. Type exit to exit root user.
11. Type exit again to log out of the AMS directory.
12. Log in as root user by typing root at the login prompt. When prompted, type the 
password, then type cd /oai/app/ams.
13. Type find . -name “*” -exec chmod g+w {} \;.
14. Type exit to log out of the root user. Log in at the UNIX prompt by typing 
apmadm.
15. Choose Installation, type applications, and type f to select floppy disk as the 
media. 
						

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16. Insert the AMS Version 2.0 diskettes when prompted until all five are loaded.
17. When the fifth diskette is loaded, type y and press Enter when asked if all 
diskettes have been loaded. The installation script begins after the files are 
installed and the checksums are verified.
18. During the installation, you will be prompted for the root password, and user 
and group IDs for the AMS. Press Enter to accept the defaults of 4020 and 
4021.
19. When asked if you want to reconfigure the Ams_Daemon, Ams_Parkmgr, 
Msg_Clean, type n and press Enter. 
20. When asked if you want to reconfigure Ams_Server, type y and press Enter.
21. The installation will then ask if you wish to continue with the installation of the 
AMS Informix Database. Type n and press Enter.
22. Log out of the apmadm by selecting l at the menu.
The next step is to note the number of records (rows) in each table so that you can 
verify that the unload of the data is not corrupt before dropping the database. 
23. Log in at the login prompt by typing amsadm.
24. Enter d to select the Display Table Count command on the amsadm screen.
25. Write down the number of rows for the following tables from the AMS.
ant
attendant
camp
did
directory
employee
extension
external
held
internal
message
orbit_number
park
queue
route
speed
tmo
xfer
Next, you will unload the database. At this point, no data has been removed from 
the database because the data is being stored in temporary files. 
						

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26. Enter x at the amsadm menu to select the Informix dbaccess Utility option.
27. On the amsadm screen, do the following: 
Choose Query Language and press Enter. 
Choose amsdb and press Enter. 
Choose unlams and press Enter.
28. After the list of unload statements is displayed, select Run.
29. If you get an error, do one or more of the following:
If you get an error regarding permissions, check /tmp and make sure it is 
writable by the apm group. Also check to see if any of the files we are trying 
to unload into already exist. If they exist, make sure they are writable by 
everyone by logging in at a UNIX prompt as root and typing chmod 666 /
tmp/ for each file we are attempting to write such as “chmod 666 
/tmp/directory” “chmod 666 /tmp/extension”, etc.
If you get any other error, consult your Informix manual or call NTAC. If 
necessary, reload your old AMS and AMS Statistics diskettes, skipping the 
database portion of the installation. Then, bring the Ams_Daemon online 
and reinitialize the disabled operator terminals by typing enable followed by 
each tty, such as “enable tty00a”.
30. If the unload is successful, the message “1 row(s) unloaded” displays. Press e 
twice to exit dbaccess.
31. Enter u to exit to the UNIX prompt, and type cd /tmp at the UNIX prompt.
Note :Be sure to include 
/ in the previous procedure. It will bring you back to the 
home directory.
32. Type wc -l * | more to display the line count of each file. Verify that the number 
of lines in each table matches the number of lines that you noted earlier for these 
tables, including the directory table and the employee table. If these numbers do 
not match, the data did not get properly unloaded. Do not continue with the 
dropping of the database. Load the original AMS and Statistics diskettes, 
skipping the Database portion of the installation, and reenable the 
Ams_Daemon and the operator ttys.
You can also type more , where  is “directory”, 
“employee”, etc. You should see an ASCII version of that table with fields 
separated by “!”s. Press Delete to exit the directory or employee file.
33. Type Exit to log out of UNIX and log back in by typing amsadm.
34. Enter r to select the Remove the Database command on each screen. Type y 
and press Enter when prompted to verify your choice.
35. Enter i to select the Install the Database command on each screen. This does 
not load any data; it simply creates the description for each table.
36. Enter b to select the Build the Database Indices command on each screen. 
Note :If you do not do this, your queries will be extremely slow.
37. Enter x at the amsadm menu to select the Informix dbaccess Utility option. 
						

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38. When upgrading from a version of AMS other than Version 1.7, choose Query 
Language > amsdb > Choose > loadams.
39. When upgrading from a version of AMS other than Version 1.7, edit the 
loadams script and delete the 4 lines associated with loading the tmo table. 
Choose Modify, move the cursor to the last paragraph with the arrow key, and 
press Ctrl+D to delete the following 4 lines:
begin work;
lock table tmo in exclusive mode;
load from “/tmp/tmo” delimiter “!” insert into tmo;
commit work;
Press ESC when you have finished editing the text.
40. When upgrading from a version of AMS other than Version 1.7, enter e to exit 
the current screen.
The first line of the screen will show “ DB-Access: Query-Language Database 
Ta b l e  E x i t”.
41. Choose Ta b l e > Alter > employee. Ty p e  s to select Screen.
42. Write down the settings for the display field. (For example, Display Char 16) 
Move to the display field with the down arrow key, and press d to drop the field. 
When prompted, select yes to confirm that you want to drop the field.
43. Enter e to exit the current screen and Build-new-table.
44. Enter e to exit. 
45. To run the loadams, choose Query Language > amsdb > Choose > loadams. 
The message “Data committed” displays at the bottom of the screen.
46. Do the following:
47. Choose Ta b l e  > Alter > employee > Screen. Type s to select Screen.
48. Move the cursor to the box below the last line with the arrow key. Type a to 
select the Add command. Fill in the appropriate information Step 42.
Press Ctrl-C to exit Add mode.
49. Press e to exit the current screen and Build-new-table.
50. Exit twice out of dbaccess and return to the amsadm screen.
51. Enter c to cluster the database.
52. Enter d to display the number of records in each table. These numbers (except 
the tmo table when upgrading from Ver1.5 of the AMS) should match.
If there is a problem and the data did not get successfully reloaded, you must 
load the original AMS diskettes, skipping the Database Installation portion and 
restore the database from tape.
53. Log out of amsadm by pressing l. 
54. Log in as root and type enable tty, where  is the number of the 
tty(s) you disabled in inittab (i.e., enable tty00a enable tty00b etc.) 
						

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55. When upgrading from a version of AMS other than Version 1.7, log in to the 
AMS as the supervisor by typing ams at the login prompt from the correct tty 
(try pressing ALT+F12 or ALT+F8) or from the work station that has a telnet 
utility. If you do not see the Login screen, you are on a tty that is not configured 
to run the AMS, or if you are using the telnet utility, the network might not be 
connected. If this fails, log in from a SunRiver terminal. The default supervisor 
name and password is ams.
56. When upgrading from a version of AMS other than Version 1.7, choose System 
Configuration > Timer Configuration > Modify.
57. When upgrading from a version of AMS other than Version 1.7, fill in the 
appropriate fields with the information that you wrote down in Step 2. When 
you reach “Inactivity Time-out” and “Inactivity Advance Warning”, make these 
entries depending on the amount of call getting. (For example, Inactivity (min): 
10, Inactivity Advance Warning (sec): 20. )Also make sure the field “Response 
to Heartbeat” has an entry of value 12.
58. When upgrading from a version of AMS other than Version 1.7, type y and press 
Enter when prompted to save the changes.
59. When upgrading from a version of AMS other than Version 1.7, press ESC two 
times and choose Database Administration > Attendant Stations > Modify.
60. When upgrading from a version of AMS other than Version 1.7, press Enter to 
see the list of attendants. When using the telnet session, at least one of the 
attendant’s Device fields needs to have the entry /dev/null.
61. When upgrading from a version of AMS other than Version 1.7, press ESC 
repeatedly until you have logged out of AMS.
62. Log in as apm and reinitialize the Ams_Daemon. 
						

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Halting Auto-Configured SunRiver Stations
At times it is necessary to stop the Operator Menu Processes (OMPs) that have 
been previously configured to run automatically on one or more SunRiver 
terminals. This is different than De-installing the tty through amsadm’s Terminal 
Maintenance. The main difference is after this procedure, no UNIX process will be 
running on that tty. The Terminal Maintenance deinstallation, however, 
reconfigures the UNIX login to run in place of the AMS. The goal of this procedure 
is to terminate all running OMPs so that they are no longer attached to the database.
1. Log in as root at the UNIX prompt.
2. Type vi /etc/inittab.
3. Type / to move the cursor to the bottom of the screen.
4. Type ams to find the first line that has ams after the tty.
5. Make a note of this tty. You will need to reenable it later using enable /dev/
tty, where  is the number of the tty (e.g. 00a).
6. Type b to backspace until the cursor is on the letter r in “respawn”.
7. Type cw to select the change word command. The $ symbol displays at the end 
of the word.
8. Type off and press ESC.
9. Type n (next) to find the next occurrence of the word “ams” which appears at 
the end of your current line. 
10. Type n again to go to the next line.
11. Repeat steps 7-10 for changing the word respawn to off until all ttys running the 
AMS are off. Make a note of each tty that you turn off.
12. When you have turned off all of the ttys, type :wq.
13. At the UNIX prompt, type init q.
14. To verify all menu processes are terminated, type ps -ef | grep omp.
15. One line should display with the words “grep omp” at the end. If you see more 
than one line with “-omp” at the end, note the sixth column which is the tty. 
If the tty is 01 - 12, you are logged in on the console. Go to that screen by 
pressing ALT followed by the corresponding function key and log off of the 
AMS.
If the tty is 1A, someone is logged in to the AMS via a modem. Ask the user 
to log off, or type kill followed by the process ID, which is the second 
column on the line of your ps output.
If the tty is similar to 00a or 10b, you missed an entry on the inittab, or 
someone is logged in on a SunRiver terminal that is not configured to be 
permanently running. Check the inittab, and if all AMS processes are off, log 
off at the SunRiver terminal. 
						

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Restoring Database from Tape
Restoring the database from a tape backup overwrites everything in all Informix 
databases with the contents of the tape. This means that any modifications made to 
any Informix database between the backup time and the recover time are lost, 
including added employees and call statistics. 
1. Before restoring from a tape, you must terminate all process attached to the 
database. To do this, you must first terminate the Ams_Daemon as described in 
“Step 1: Verifying Operators Are Logged Off” on page A-1, and then halt all 
running OMPs as described in “Halting Auto-Configured SunRiver Stations” 
on page A-8. 
2. Log in by typing informix at the UNIX prompt. Enter the appropriate password, 
if any. (Try informix or nec486).
3. Type tbmonitor at the $ prompt.
4. Press the space bar until Mode is selected, and press Enter or type m.
5. Press the space bar until Take-Offline is selected, and press Enter or type g.
6. The message “There are no users except the DAEMONS and TBMONITOR” 
should display at the bottom of your screen. If this message lists other users, you 
still have processes attached to the database. Attempt to find and terminate these 
processes. Otherwise, type y when the following prompt displays: “Do you 
really want to shutdown?”.
7. You should now be off-line, as indicated on the dotted line. Exit one level.
8. Press the space bar until Archive is selected, and press Enter or type a.
9. Select Restore.
10. Make sure the Informix tape is in the tape drive and press Enter as instructed.
11. When complete, exit one level and press the space bar until Mode is selected, 
and press Enter or press m.
12. Select Startup to put the database in “Quiescent” mode.
13. Select On-Line. The word “On-Line” displays.
14. Exit to the UNIX prompt by pressing e twice, and log out by typing exit.
15. You can verify that the database is restored by logging in as amsadm at the 
UNIX prompt and choosing Display Table Count. The number of records in 
the tables displays.
16. Log out of amsadm and log in as root. Enable each of the OMPs originally 
terminated by typing enable tty for each terminal, where  is the 
SunRiver tty number such as “00a” or “10b”. (Enable tty00a.)
17. Log out of root and log in as apm. Type apm1 at the APM Password screen, 
choose Non-CRT Application Control, and initialize the Ams_Daemon. 
						

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Attendant Management System Operations Manual AMS Database Maintenance Procedures
Appendix B AMS Database Maintenance Procedures
In order to ensure that your system runs smoothly, you should perform the 
following procedures weekly:
Recluster the database indices.
Back up the database to tape.
Check the number of extents.
Each of these procedures is described in detail later in this appendix. Before 
performing any of these procedures, you must make sure that all users are logged 
off of the system. You may also need to terminate the Ams_Daemon and deactivate 
any SunRiver terminals auto-configured to run the AMS operator menu processes 
(OMPs). Refer to the specific procedure for information on whether to terminate 
the Ams_Daemon or deactivate SunRiver terminals.
Reclustering the Indices
Reclustering the indices in the database helps query performance. It updates tables 
internal to Informix based on predefined fields that are often used for queries, such 
as the name field in the directory table. You should recluster the indices after many 
additions and/or deletions have been made to the database. 
To recluster the AMS database indices, the Ams_Daemon can stay online with the 
PBX, but the operators must be logged off.
1. Verify that all operators are logged off as described in “Step 1: Verifying 
Operators Are Logged Off” on page A-1.
2. Once all operators are logged off, type amsadm. 
The administrator menu appears.
3. Enter c to select the Cluster the Database Tables command.
4. When this process is complete, enter l to log off.
5. Log in at the UNIX prompt by typing statsadm.
6. Enter c to select the Cluster the Database Tables command.
7. When this process is complete, choose l to log off. 
						

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Performing a Tape Backup
Performing a tape back up will preserve a snapshot of the current AMS database 
contents and configuration as well as any other database using Informix on the 
UAP, such as AMS Statistics. You do not want to back up the database during call 
processing hours because temporary records such as calls just transferred, calls on 
hold, and attendants logged in would also be backed up. This would cause 
erroneous data if used to restore the system.
To perform a tape backup, the Ams_Daemon can stay online with the PBX, but the 
operators must be logged off.
For information on this process, refer to “Step 2: Performing a Tape Backup” on 
page A-2.
Checking/Decreasing the Number of Extents
An extent is a block of the disk used by Informix to store data from a table such as 
the directory in the AMS. If any table has more than 8 extents, it is becoming 
fragmented on the hard disk. To correct this problem, you must unload each table 
to a file, drop the database, then reload the data. Once data is successfully restored, 
you should perform a tape backup so that the newly organized database can be 
restored in case of system failure.
You can check the number of extents at any time. There is no need to log off the 
operators or terminate the Ams_Daemon. To check the number of extents, do the 
following:
1. Log in by typing informix at the login prompt. Possible default passwords are 
informix or nec486.
2. Type tbcheck -pe | more at the “$” prompt.
3. If the number of extents is getting too high on any one table, you have a warning 
message displays at the top of the output. Make a note of the tables with too 
many extents. If callprc is the only table exceeding the maximum number of 
extents, only the statistics are fragmented. If this is the case, follow the 
instructions pertaining to statsdb and statsadm below.
4. If no tables have too many extents, a DBSpace Usage Report is displayed which 
is not preceded by any warnings. You do not need to continue with this 
procedure to decrease the number of extents.