Part No. P0994694 02
Business Communications Manager
3.0 Software Upgrade Guide
for:
• BCM 2.5 versions 7.1.7, 7.1.8, 7.1.9
• BCM 2.5 Feature Pack 1 RC 2.4 versions 2, 5
• BCM 2.5 Feature Pack 1 Maintenance Release
2
How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/support
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Mi ddle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009
Fax:
44-191-555-7980
email:
emeahelp@nortelnetworks.com
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone:
1-954-858-7777
email:
csrmgmt@nortelnetworks.com
APAC (Asia Pacific)
Technical Support - CTAS
Telephone:
+61 388664627
Fax:
+61 388664644
email:
asia_support@nortelnetworks.com
P0994694 02
Upgrade your system to Business Communica tions Man age r 3.0
Use this document to guide you through the ste ps that are required to upgrade your Business
Communications Manager 2.5-based software to Business Communications Mana ger 3.0.
Warning: This upgrade requires that your Business Communication s Manager base
unit has a 20 GB hard disk.
An upgrade for Business Communications Manager systems with 8 GB hard disks
will be available at a future date.
Warning: If you are using PPPoE on your system, you cannot perform this upgrade.
Contact your technical support fo r the availability of a PPPoE uninstall program,
which you will need to run prior to running the upgrade.
Ensure that you read all the instructions carefully before atte mpting to run the upgrade.
3
Upgrade application overview
The Business Communi cations Manager 3. 0 upgrade application goes through the following steps:
• Business Communication Manager system validation, including version checking, disk capacity
checking, and so on.
Note: The BCM 3.0 Upgrade may present false errors about the MSC Core Telephony
Software, the MS-PECs, and the type of MSC if the Voice Inve ntory service has not been
started. Confirm that this service is running:
Enter the Unified Manager and click on System. On the top menu, click on Tools, and
select Perform System Inventory. The n go back under Tools and select Di splay System
Inventory. T h is indic ates that t h e se rvic e is r u nning cor re ctly.
• Preserve ex is ting cust omer data
Warning: This does not preclude doing a BRU. You need to back up your data to
ensure that you hav e a backup in case the upgrade canno t co mpl et e.
• Repartition the hard dri ve.
• Restore customer data.
• Transfer Business Communica tions Manager 3.0 software image to the target Business
Communications Manager.
• Perform data conversion to the new software.
• Perform a system initiali zation.
• Start services and verify proper operation.
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4 Upgrade your system to Business Communications Manager 3.0
Note: During this proc ess, the Business Communications Manager will perform
numerous reboots.
Upgrade process
The following section desc ribes each step you need to perform for a successful upgr ade.
Please read e ach step carefully and follow the instructions or directions provided.
Overview: Keycodes and disk repartitioning
The Business Communications Manager 3.0 upgrade wizard first accesses your system to
validate the hardware and softwa re requirements. Once the validation is co mplete, you enter an
upgrade keycode. Keycodes are obtained from the same source, and in the same manner , as other
system keycodes. However, the upgrade keycode is entered in the upgrade Wizard rat her than
into the Unified Manager. Refer to Figure 3 on page 11.
Once the upgrade begins, the applicat ion repartitions the hard disk in prepar ation for installing
the 3.0 software. The program then converts the system data and reinitializes. When the system
returns to operation, the upgra de will run some sanity checks to ensure system integr ity.
Warning: You must perform a BRU on your system before you attempt the upgrade.
Store the information OFF the hard disk of the Busine ss Communications Manager and
off the computer you use to perform the upgra de.
Warning: You cannot restore data from a previous version, so it is also imperative that
you perform a BRU as soon as possible after the upgrade completes as part of your system
integrity process.
1. Determine whether you can perf orm the upgrade
Your Business Communications Manager must be running one of these recognized and
supported versions of Business Communications Manager software:
• BCM 2.5 versions 7.1.7, 7.1.8, 7.1.9
• BCM 2.5 Feature Pack 1 RC 2.4 versions 2 or version 5
• BCM 2.5 Feature Pack 1 Maintenance Release
If you have any other version of the software, contact your customer support f or instructions.
Note that this release will upgr ade any 2.5-supported release of the Busi ness Communications
Manager. It is not required that you have any or all of the patc hes or feature pack releases installed
beyond the basic 2.5 software noted above.
Warning: If your system is using PPPoE, you cann ot run this upgrade. Contact your
technica l supp o rt for further inform a tio n.
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Upgrade your system to Business Communications Manager 3.0 5
The upgrade program provides a validation check if you are unsure about your system readiness
for the upgr ade. The verification process is described in step 6 under “Performing the upgra de” on
page 9.
Warning: After you upgrade your Business Communicat ions Manager system to 3.0
software, your system cannot be changed back to the previous version.
2. Determine that you have the required prerequisites
Read “Prerequisites to the upgrade” on page 7 to ensure that you have the required parameters
to perform the upgrade.
Note: Keycodes
This upgrade procedure requires a keycode w hich is entered during the upgrade process.
Each upgrade release has a limited lifespan, measured from the date of release. The GA
release for the 3.0 upgrade has a lifespan of 1000 days or until August 30, 2005, whereas
the Beta release upgrades (evaluation copies) have a lifespa n of only 30 days.
Further , the keycodes are specific to the release. If you have a GA release upgrade, you
cannot use a keycode that you obtaine d for the Beta upgrade release. You must get a new
keycode that is specific to the GA r elease.
3. Make a record of data that will not be preserved during the upgrade:
The following informati on will not be preserved by the upgrade process. Make a note of the
configurations (use your Programming Records) so they can be re-entered once the upgrade is
complete.
• IPX network configurati ons (Programming Operations Guide)
• ISDN user names and passwords (Programming Operations Guide)
• Symbol NetVision ha ndset passwords (refer to IP Telephony Configuration Guide)
• Multimedia Call Center customized pages (refer to the Multimedia Call Center
documentation)
4. Perform BRU on all data.
Ensure that you have a complete current backup file stored in a location other than on the
Business Communications Manag er or the compute r you are using the run the backup. This
provides you with a backup of your most recent settings in t he eve nt of a system failure during
the upgrade procedure.
Warning: Once the upgrade is complete, never attempt to run a restore using this
backup. Th is ba ck up is only to be used i f the up gr ade fa i ls and your system is no
longer funct ional. A BRU back up can only be rest or ed to a system run ni ng th e
same software version from which the BRU was created.
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6 Upgrade your system to Business Communications Manager 3.0
5. Perform the upgrade
Follow the instructi ons in the following sections:
• “Prerequisites to the upgr ade” on page 7
• “Performing the upgrade” on page 9
If you receive any error messages during system verification or during the upgrade, refer to
“Troubleshooting Upgr ade errors,” on page 19.
Note: This process takes about 90 to 120 m inutes. The system services will be down for
the period, so ensure that you notify your users of the outage.
6. Verify that the upgrade is successful
The upgrade wiza rd indi cates i f the upgrade is successful. Afte r you recei ve this indi cation, exit
from the application and test the system services to ensure that they are working correctly.
7. Post-upgrade activities
• Client applications: Some of the client applications have ne w versions. Refer to “Post
upgrade: Upgrading cli ents” on page 17.
• VoIP trunks: If you have connecti on issues with your Voice over IP (VoIP) trunks
following the upgrade, check that your remote gateway setting s are correct a t both ends of
the trunk (Services, IP Telephony, H.323 Trunks, Remote Gateway ). Refer to the IP
Telephony Configuration Guide for detailed information about updating remote gateway
records.
• Re-install IPX and re-ente r IPX configuration data. (Programming Operations Guide)
• Re-enter ISDN user names and passwords. (Programming Operations Guide)
• Re-enter Symbol NetVision passwords in the Business Communications Manager H.323
records. Refer to “Post upgrade: Reactivating Symbol NetVision handsets” on page 17.
• If the system uses DECT handsets, refer to the DECT Installation and Mainte nance Guide
for the procedure to update the DECT firmware.
• Change ee-admin password.
• If Firewall Filter logging is required, reset it to Enabled. (Programming Operations
Guide)
• Re-enter dial-up user names and passwords if they were changed from the default. This
includes the ModemBackup User, all ISDN users, and all PPTP users. (Programming
Operations Guide)
• Perform a BRU to back up all data. This is now your current backup.
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Upgrade your system to Business Communications Manager 3.0 7
Prerequisites to the upgrade
Note: During the upgrade, your Business Communications Manager system,
including the telephony services, is not functional.
Busine ss Communications Manager requirement s
The following are requirements pertaining to your Business Communications Manager system.
• Hard disk drive: 20 GB
• The upgrade verification checks:
— Business Communications Manag er version
— MSC core telephony software vers ion
— MSC card type
— MS-PECs
— memory (RAM)
— hard drive capaci t y
— hard drive partition sizes
— available disk space per partition
— installed services
— voicemail disk space used
• Note the IP address of the Business Communica tions Manager system that you want to upgrade.
Warning: Make a backup of all your data with BRU and store it off the Business
Commu nications Manager hard disk. Preferably, al so store it off the hard disk of
the computer you are going to use to run the backup. This provides you with a
back up of your current settings in the event of syst em failure during the upgrade
procedure.
On your computer (client PC)
On the computer you are going to use to run the upgrade, ensure that the following is done :
• Hardware and network requirements
— Operating system: Windows 95, Windows 98, Windows ME, Windows NT,
Windows 2000, or Windows XP
— Use a least a 24X CD-ROM drive to minimize the upgrade time.
— Minimum screen resolution: 640X480. Suggested: 1024X768.
— Minimum 256 colors.
— free space on your hard disk, at least 50 MB.
Business Communications Manager 3.0 Upgrade Guide
8 Upgrade your system to Business Communications Manager 3.0
— Ensure that your computer is on the same networ k as your Business Communications
Manager primary network. We strongly recommend that you use a computer that is within
the same subnet as t he Business Communications Manager syst em that you a re up grading.
Ensure that the network connection is through the primary NIC (LAN) card.
— Ensure that your system is not running PPPo E, or that it has been uninstalled. Refer to
warning on page 3.
— Ensure Firewall Filte r logging is set to Disabled. Once the upgrade is complete, you c an
return this setting to Enabled, if you need it.
• Computer program requireme nts:
— Ensure that you have Internet Explor er 5.5 or greater.
— If you have a personal firewal l, such as CyberArmor, ensure you either turn if off or ente r
the IP address and netmask of the Business Communications Manager in the file for
allowed IP addresses. In CyberAr mor, this is the Friends file.
• Application requi rements
— IMPERATIVE: Set your ee_admin password back to the default (eedge). Refer to
“Pre-upgrade: Reset e e_admin password” on page 16, if you require instructions.
— Log out of any VNC, Telnet, or Unified Manager sessions, and quit any open Windows
applications.
Caution: Do not ope n any Windows, VNC or Unified Manager sessions while you
perform the upgrade. These sessions can interfere with the progress of the upgrade.
— V oi ce mail: A 20 GB hard drive will prese rve up to 60 hours (ap proximate ly 1650 MB) of
voicemail messaging. The upgrade will not proceed if more than 60 hours of voicemail
messaging exists on the Business Co mmunications Manager .
• Remove any mapped drives that may be connecting to the Business Communications Manager.
• Any files or programs placed on the Busine ss Communications Manager, that are not part of the
default software, will be removed during and upgrade and will not be reinstalle d. This includes
any files you have tr ansferr ed using th e Business C ommunications M anager FTP service. En sure
you have these files and applications adequately documented so you can reinstall them after the
upgrade is complete.
• Client applications: All ser vices will be down for the duration of the actual upgrade
process. However, no other settings or mailboxes are affected by the upgrade. All applications
should be fully functional once the syste m has rebooted and restarted services. All client
applications will ne ed to be reinstalled after the upgrade is complete.
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Upgrade your system to Business Communications Manager 3.0 9
Performing the upgrade
You are now ready to start the upgrade. This process takes between 90 and 120 minutes.
Warning: Do not disturb the upgrade once it starts. This could result in data loss or
other system failures.
1 Insert the CD marked D isk 1 into your CD-ROM drive.
• If your CD-ROM drive is configured to run automatically, the first page appears.
• If your CD-ROM drive does not run automatically, run Startup.bat.
(On Windows, click Start, choose Run, enter <CD drive l etter>:Startup.bat,
then click on OK).
The Welcome page of the upgrade wizard appears. Refer to Figure 1.
Figure 1 Upgrade Wizard Welcome page
2 Read the information carefully so that you understand what the upgrade is all about. This page
explains how the upgrade process wor ks.
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10 Upgrade your system to Business Communications Manager 3.0
3 Click the I Accept button to proceed.
The system may go through some configurati on steps, and then the sign-in page appears, as
shown in Figure 2.
Figure 2 Identifying the system you want to upgrade
4 Enter the IP address of the Business Communications Manager being upgraded.
Press the space bar to move between fields.
Format: xxx.xxx.xxx.xxx
5 Enter the Username* and Password for your system.
*supervisor is the default Userna me, the Username for your system may be different.
6 Click Next.
The upgrade program performs a system validation to ensure that your system is ready to
receive the upgrade.
The wizard provides indica tors of various activities to set up and run the verification tool.
If you receive any error messages during the verification process, refer to “Business
Communications Manager Validation” on page 20 for more details about the error.
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When the verifi ca tio n co mp let es:
• If verification is unsuccessful, you will receive an error message describing what is
missing from your syste m. In this c ase, c lick OK on the dialog, and the n click Exit on the
wizard page. Correct the problem before attempting to repeat the upgrade .
• If the verification is successful, the screen shown in Figure 3 ap pears.
Note: The IP Address and System ID are what you enter ed in the previous screen. The
address and ID shown on the screen below are only examples.
Figure 3 Upgrade keycode
Upgrade your system to Business Communications Manager 3.0 11
7 Enter the keycode you obtained for your system, then press the Next key .
Note: If you did not obtain a keycode , or did not obtain a keycode for this specific
system, you cannot proceed with the upgrade. Click the Exit button.
If you are uncertain about how to obtain a keycode, click the How do I get a Keycode?
button, shown near the bottom right in Figure 3.
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12 Upgrade your system to Business Communications Manager 3.0
The page shown in Figure 4 appears.This page shows you a snapshot of the syste m information.
Figure 4 Screen showing system information and begin upgrade box
8 If you are ready to continue the upgrade, click the Begin button.
You will recei ve the following dialog box to confirm that you really wa nt to continue with the
upgrade.
9 Click on the Yes button to continue with the upgrade.
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The screen shown in Figure 5 appears. Note that the Action titles turn blue and the globe icon
animates as the upgrade progresses through each step. As well, the Overall Progress bar
indicates percenta ge complete.
Refer to “During Upgrade: upgrade Wizard BCM st atus LEDs ” on page 1 6 for a descrip tion of
how the LEDs in the BCM Status box behave during the upgrade.
Figure 5 Upgrade action screen
Upgrade your system to Business Communications Manager 3.0 13
As each step of the upgrade complete s, a checkmark appears beside the Action listing, and the
Action listing a nd Status line turn green. If there are problems wi th any step, an error message
dialog box appears a nd descri bes the probl em (“T r oubleshoot ing Upgra de erro rs” on page 19).
Note that the Business Communicat ions Manager will reboot a number of times during the
process. This is normal.
Figure 6 Completed actions turn green
Business Communications Manager 3.0 Upgrade Guide
14 Upgrade your system to Business Communications Manager 3.0
When the process gets to the Transfer Files to BCM action, the disk files start transferring to
the Business Communication s Manager, and the following dialog box appears:
Figure 7 File transfer status dialog
10 During the proc ess, yo u will be prompted t o remove the f irst CD an d insert t he s econd upgr ade
CD (Disk 2) into the drive. When you have done this, click OK to continue.
Note: If the files are located off the CD on a server or your computer, press the Browse
button to locate the file for Disk 2, then click OK to continue.
WARNING: Pressing Cancel
renders your Business
Communications Manager out of
service until the upgrade is restarted
and completed.
Use only if severe network problems
are occurring.
The transferring dia log will appear and remain while the files transfer.
Once the files are transferred, the upgrade continues. The system will reboot a couple o f more
times before the upgrade is complete.
When the upgrade completes, you will receive the following dialog box and the
Overall Progress bar will show 100%. Refer to Figure 8.
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Upgrade your system to Business Communications Manager 3.0 15
Figure 8 Successful upgrade completion indicator
11 Click the OK button to exit the upgrade.
Note that the BCM Services light turns green. Both LEDs should now be green.
12 Perform the post upgrade activities described in step 7, “Post-upgrade activities” on page 6.
Business Communications Manager 3.0 Upgrade Guide
16 Upgrade your system to Business Communications Manager 3.0
Upgrade Notes
This section provides more de tail about some of the processes tha t are required, or which occur,
before, during, and after the upgrade application runs.
Pre-upgrade: Reset ee_admin password
A number of processes during the upgrad e requi re services controlled by the ee_admin acc ount.
The Upgrade appli cati on assum es the pa ss word for this a ccount is the d efault passwor d. There fore,
if you have changed this password at any time in Unifie d Manag er (a recommended procedure),
you need to return it to the default state before performing the upgrade.
If the ee_admin account password is not the default value, after you enter the Business
Communications Manager IP address a nd Administrator account, you will be presented with the
message: The ee-admin administrator account must have the default password to perform the
BCM 3.0 upgrade.
During Upgrade: upgrade Wizard BCM status LEDs
The LEDS in the BCM Status box on the transfer/upgrade page will change as the transfer and
upgrade processes move along. Refer to Fig ure 9 and Table 1.
Figure 9 BCM status LED indicators
LEDs indicate current state of BCM
connectivity and service availability
Table 1 BCM Status LEDs
BCM Connection LEDs BCM Services
indicates that the application is connected to the
Business Communications Manager and can
communicate with it
• during any reboot that occurs during the upgrade.
• if the network connection is disconnected between
your computer and the Business Communications
Manager
• if the Business Communications Manager is
powered down or in the middle of a power cycle
Green indicates that the Business Communications
Manager is functioning and is providing all
expected capabilities.
Red appears during periods when there is no access
to services on the Business Communications
Manager.
• any time the BCM Connection LED is red
• once the system modifications begin. It will
remain red until the upgrade is complete and
all the services have restarted.
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Upgrade your system to Business Communications Manager 3.0 17
Post upg rade: Upgrading cl ients
After you upgrade Business Communications Manager, follow these procedures to upgrade
Business Communications Manag er clients on each subscriber computer. Every c lient must be
upgraded. Depending on the expertise of the subscriber, you can ask them to upgrade the clients.
Uninstalling a client application
Uninstall the clien t applications before installing the new versions:
1 On the cl ien t com put er , clic k th e Start button, point to Settings and click Control Panel.
The Control Panel window appears.
2 Double-click the Add/Remove Programs icon.
The Add/Remove Programs Properti es dialog box appears.
3 From the list of installed programs, select the program you want to uninstall.
Warning: Call Detail Recording
Do not uninstall any earlie r vers ions of Call Detail Recording before you install the new
version.
4 Click the Add/Remove button.
The program will indicate when the uni nsta ll is complete.
Installing a client application
To install the new version of the application:
1 On the Unified Manager main page, click the Install Clients button.
The Download Client Applicati ons page appears.
2 Download the desktop clients according to the instructions on the Download Client
Applications page.
3 Configure the clients according to your system documentation.
Post upgrade: Reactivating Symbol NetVision handsets
After you upgrade Business Communications Manager, follow these procedures to allow any
NetVision handsets to re- register with the system:
1 Log in to the Unified Manager and click on the keys beside Services and IP Telephony.
2 Click on H323 Terminals.
3 Select a handset listing.
4 Under Configuration, sel ect Update Entr y.
Business Communications Manager 3.0 Upgrade Guide
18 Upgrade your system to Business Communications Manager 3.0
5 Enter a valid password for the handset.
6 Click Save.
7 Repeat steps 4 to 7 for each handset.
8 Inform the users about their new passwords.
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Troubleshooting Upgrade errors
There are a number of possi ble err or conditio ns tha t may occur du ring the upgrade proc edure. This
chapter provide s information about those error conditions.
Refer to “How to get help” on page 2 if you are instructed to contact technical suppor t.
Upgrade Startup
The following error s appear when there an inconsiste ncy is discovered by the upgrade applic ation.
Could not fin d a v alid upgrade definit ion file. This c ould be a bad C D co nta ining corru pt
data. Contact su pport for res olution.
Explanation: The upgrade definition file is corrupt. There may be data missing, or the CD is
damaged. Contact support for a valid upgrade CD.
This evaluation vers ion of the upgrade has e xp ired. Please contact support for an
updated version.
19
Explanation: An evaluation version has only 30 days from the release date to be used. Aft er the
expiry date the upgrade will not proceed.
The full release version has a longer expiry term.
This upgr ade could no t d et ermine expiry. Please contact support for resolution.
Explanation: The upgrade definition file is corrupt. It is possible that there is data m issing, or the
CD may be damaged. An upgrade cannot continue if the expiry cann ot be determined. Contact
your support for a valid CD.
Business Communications Manager Identification
You must specify an I P address
Explanation: The upgrade requires a valid Business Communications Manager IP address.
Y ou must en t er a valid I P address
Explanation: The IP address has to be in a valid format between 0.0.0.1 to 255. 255.255.254. Use
the space bar to move to the next space.
Connec t failed. Inval id us ername o r pas s w ord
Explanation: The password or username supplied is incorrect.
Business Communications Manager 3.0 Upgrade Guide
20 Troubleshooting Upgrade errors
Connect failed. Could not establish connection to network.
Explanation: The application cannot access a network, and therefore cannot reach your Business
Communications Manager.
Connec t failed. Please validate BCM information.
Explanation: Cannot connect to the Business Communications Manager for unknown r easons.
Check your Busine ss Communications Manager system and networ k settings. Use Ping from your
computer to test the validity of the IP address.
Failure to transfer files to BCM due to login failure. Contact support for resolution.
Explanation: Cannot connect to FTP server because the user does not have write permission.
Contact support for reso lution.
FTP serve r c annot be started. Contact su pport for reso lut ion.
Explanation: FTP server does not start after three minutes. Contact support for resolution.
Business Communications Manager Validation
• if the application det ermines that the software running on the Business Co mmunications
Manager cannot be upgraded (refer to “Upgrade process” on page 4):
The BCM version is unsupported for this upgrade. Please refer to the Business
Communications Manager 3.0 Upgrade Guide for supported software releases.
Action: Exit the upgrade.
Determine which version is running on your system through Unified Manager:
Select System. On the menu bar, click on Tools, then select Display System Inventory.
The current ve rsion is displayed in the first table under Version.
Refer to the re cognized versions lis ted under “Upgrade process” on page 4. Contact your system
support team for information.
• if the MS-PEC configuration in your system, does not match a supported configuration (refer to
“Business Communications Manager requirements” on page 7) you may get one of these
messages:
The BCM has a problem with the MS-PECs. Please see the Business
Communications Manager 3.0 Upgrade Guide for supported MS-PEC
configurations.
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Troubleshooting Upgrade errors 21
No PECs detected. Eit her bad PEC s ex is t on the MSC card, the MSC card is no t
working p roperly, or an unsuppor te d configur at ion has bee n ins ta lled. Please s ee
the Busin es s C om m unications Manager 3.0 Upg rade Guide f or s upported
MS-PEC co nf iguration s .
Only one PEC detected. Either a bad PEC exists on the MSC card, the MSC card
is not working properly or an unsupported configuration has been installed. Please
see the Business Communications Manager 3.0 Upgrade Guide for supported
MS-PEC co nf iguration s .
Only three PECs detect ed. Valid configu rations are 4 PEC threes , 2 PEC three s
or 4 PEC ones. Please ens ure that all PECs are se at ed correctly. Please se e t he
Business Communications Manager 3.0 Upgrade Guide for supported MS-PEC
configurations.
If your configuration is c orrect, this error may also indicate that there is a problem with one of
the PEC cards.
You can check on the status of the PEC cards on the Unifie d Manager. This information is found
under Resources, Medi a Serv i ces C ard, on the MS-PEC Information tab. Refe r to Figur e 10.
Figure 10 MS-PEC Information in the Unified Manager
• if your system does not have the required 256 MB RAM installed:
The BCM does not have sufficient memory. Only <memory size> detected. Please
see the Business Communications Manager 3.0 Upgrade Guide for required
memory configuration.
Action: exit the upgrade
You will be unable to continue with the upgrade until you update the RAM in your Business
Communications Manager base uni t. Ref er to the Business Communications Manager
Installation Guide for information about replacing memory chips (RAM).
Business Communications Manager 3.0 Upgrade Guide
22 Troubleshooting Upgrade errors
• if your system has insufficient space on one or more of the hard disk drives on the Business
Communications Manager, you will get one of these messages:
There is insufficient dis k s pac e on the BCM driv e <drive le t te r> . P lease see th e
Busines s Communic at ions Manager 3.0 U pgrade Guide for disk spac e
requirements on each driv e.
Required partiti on sizes:
— C: requires 140 MB free space (total disk space: 2400 MB)
— D: requires 340 MB free space (total disk space: 9500 MB)
— E: requires 1250 MB free space (total disk spa c e: 2900 MB)
Use VNC to access the Business Communications Manager desktop to check the disk space
available on each of the drives.
— If C: drive requires additional disk space, contact your system support.
— If D: drive requires additional disk space, ask the voice mail subscribers to delete mailbox
messages to free up space.
— If E: drive requires additional disk space, delete any files you have added or any old data
backups.
If none of these remedie s provid es suf ficie nt disk space , or if the verifi cation c ontin ues to di splay
the memory error message, contact your system support for more information.
• if your hard disk is incorrectly partitioned:
The BCM drive <drive letter> is not partitioned correctly. Please see the Business
Communications Manager 3.0 Upgrade Guide for disk partitioning requirements
on each drive.
Action: exit upgrade. Call your system support for assistance.
The following are the correct partitions:
Partition: C: D: E:
Size (MB): 2510.1 13507.7 3067.1
Drive Type: Primary Logical Logical
NTFS NTFS NTFS
Call your system support if you need assistance with this error.
• if your system has incorrect core tele phony software:
The MSC C ore Telephony Software co uld not be pro perly reco gnized. Please
confirm th at th e t elephones c onnected to th e BC M are func ti oning. The Business
Communications Ma nager 3.0 Upgrade Guide conta ins f urt her informat ion.
Action: exit upgrade
The verification procedure requires a recognized versi on of MSC Core Telephony Software. If
your system generate s this error, contact your system su pport for instructions about updating the
Core Telephony software.
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Troubleshooting Upgrade errors 23
Have this information avai lable when you call:
— confirmation tha t the telephones connected to the system are functioning correctly
— a list of any softwar e patches that have been applie d to the Business Communications
Manager
• if you do not have the MSC 1A card installed in your system:
The MSC c ard does not appear to b e th e c orrect type (M SC 1A). Only MSC 1A
cards may be used. Please see the Bus iness Communic at ions Manager 3.0
Upgrade Guide for furt her information.
Action: Exit upgrade
Contact your system support for inf ormation about upgrading your hardwar e.
• if your system is running Profil e 5, or the profile selected does not match the installe d hardware:
A problem has been d et ec t ed with the profile selec t ed on the BCM . T he profile
setting does not match the hardware detected. Please see the Busi ness
Communications Manager 3.0 Upgrade Guide for further information.
A problem has been d et ec t ed with the profile selec t ed on the BCM . T his upgrade
cannot be performed on Profile 5. Please se e t he Business C ommunic at ions
Manager 3.0 Upgrade Guide fo r f urt her informat ion.
Action: exit upgrade
Determine the profile in the Unified Manager . Sele ct System. On the top menu, click on Tools,
then select Display System Inventory. The Profile currently assigned is found in the far right
box under Profile. Re fe r to Figure 11.
Figure 11 Version/Profile inventory box
— If the Profile is 5, the Business Communications Manager must be reconfigured
before applying the upgra de.
— If the profile is 1, 2, 3, or 4, record the descriptions of the hardware cards installed in
your Business C ommunications Manager base unit. Refer to Figure 12.
This list can include these boards:
• one or more network interface cards (NIC) (LAN cards)
• modem card
• WAN interf ace card
• Media Services card
Feature Pack 1 RC 2.4
Business Communications Manager 3.0 Upgrade Guide
24 Troubleshooting Upgrade errors
— Contact your system support for f urther instructions.
Figure 12 Business Communications Manager base unit hardware profile
WAN card
MSC
Note: This is an example of one profile, some cards are not available in other profiles.
Modem card
LAN card
• if your system date is set incorrectly:
The BCM s y stem date mu s t be c onfigured correctly be f ore the BCM 3. 0 upgrade
will proce ed. Please conf igure the BCM system date and restart the BCM 3.0
Upgrade. Please see the Business Communications Manager 3.0 Upgrade Guide
for further information.
Action: Go into the Unified Manager (Syst em, Identification) and correct the date, then restart
the upgrade.
• if one or more of your system services is missing or improperly configured:
Missing Service: <se rvice name>
Action: exit upgrade
You must have the service issues corrected before you can perfor m the upgrade. Contact your
system support services and provide them with the text of the error that was ge nerated.
• if you are running the European market pr ofile:
European market profile detected. This market profile is unsupported in Business
Communications Ma nager 3.0. All MSC Telephony prog ramming w ill be lost and
must be reconfigured after the upgrade. Please contact support if there are
question s about this information. T
Action: exit the upgrade unless you are prepared to reconfigure your system. You will need to
change your market profil e before you can upgra de to BCM 3.0. Contact your suppo rt servic es if
you need help with this.
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Troubleshooting Upgrade errors 25
• if the administrative (EE_Admin) password has not been changed back to the default password:
The ee-admin administrator account must have a default password to perform the
BCM 3.0 upgrade.
Action: Reset the administrative password to the default password ee_admin and user name
eedge.
WARNING: Ensure that you change this password when the upgrade is complete.
Timeout wa it ing for initial inf ormation f rom BCM.
Explanation: The application could not get a complete re sponse from the Business
Communications Manager withi n a given time period (approx 1 minute).
Timeout wa it ing for initial inf ormation f rom BCM.
Explanation: The application could not get a complete re sponse from the Business
Communications Manager withi n a given time period (approx 1 minute).
System Sta tus Monitor registry key is corrupt or missing. Cannot continue valid ation.
Explanation: The BCM contains a problem that would prevent a successful upgrade. Contact
support for r esolution.
Upgrade Keycode
Keycode could not be validated as correct fo r this system.
Explanation: The keycode was passed to the system and failed to validate. Keycode should be
verified and re-ent ere d .
You must include a username and password
Explanation: The administr ator username and password must be supplied .
A complete keycode must be supplied for this upgrade.
Explanation: One or more of the keycode edit boxes has been left empty. Unless the edit box is
grayed out a keycode must be entered. Use the space bar to move from box to box.
The keyco de entered w as v alid but does not match th e release of th e s of t w are being
used. Please contact support to resolve the problem.
Description: Each separ ate release of the upgrade software uses a differ ent keycode to enable the
upgrade. This error indicates that either the software release or the keycode is out of date and a
more recent one shoul d be obtaine d. Contac t support t o determi ne if a new sof tware r elease or new
keycode is required.
Business Communications Manager 3.0 Upgrade Guide
26 Troubleshooting Upgrade errors
A 24-digit k ey c ode must be s upplied for this upgrade.
Explanation: The keycode must be a complete 24-digit number. The cursor will jump
automatically to the next box when eight characters have been entered.
Hard Disk Repartition
Could not fo rm at part it ion. Select Yes to retry or s elect No to abort the up grade
and contact su pport to report this prob lem .
Action: Retry or contact support.
Could not lock partition %1 - Select Ok to reboot to try ag ain or contact suppor t
and repor t this error.
Action: Retry or contact support.
Swapping F and G partitions failed - aborting.
Action: Contact support, critical error.
File Transfer
SetFile TransferFai l fa iled with errorlevel %errorleve l% - Please contact support
and repor t this problem.
Action: Contact support, critical error or reboot to retry.
File transf er f ailed - check net w ork connec tion and m edia. Select Yes to retry or
selec t No to abor t t h e up g rade and contac t support to report this prob lem.
Action: Contact support or retry.
Cancelin g a f ile transfer during an upgrade can cause ser ious upgrad e is s ues.
Do you really want to cancel this transfer?
Explanation: Pr essing Cancel on the file tra nsfer di alog is not re commended un less ne twork i ssues
have caused the transfer to halt.
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Data Conversion
Could not install Apache - please contact support.
Action: Contact support, critical error.
Unable to restore registry
Action: Contact support, critical error.
Unable to restore registry - regret returned %1.Contact Support. WARNING: d o
not reboot th e BCM.
Action: Contact support, critical error.
General Errors
Missing file %1. Please contact support and report this error. Upgrade is aborting.
Troubleshooting Upgrade errors 27
Action: Contact support, critical error.
Error: %noext% completed but did not set an exit code - select OK to reboot and
retry or Canc el to abort.
Action: Retry or contact support.
%noext% failed with unknown exit code %RC%
Action: Retry or contact support.
Cannot find help file. Please enter one of the U pgrade CD ’s b ef ore opening the help
screen.
Explanation: The application must have access to one of the upgrade CDs in order to display the
help screen.
Could not create %noext% run comm and.
Action: Contact support, critical error.
Business Communications Manager 3.0 Upgrade Guide
28 Troubleshooting Upgrade errors
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