Avaya BCM 3.6 Upgrade Guide

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Business Communications

Manager 3.6 Upgrade Guide

For systems running:

• BCM 3.0 RC 2.2 version 4

• BCM 3.0.1 Build 7

• BCM 3.5 (build 2.3a or 2.3b)

• BCM 3.6 (beta version 1.1 or 1.4)

Must read: Prerequisites on page 4 and

Post-upgrade instructions on page 11

Part No. P0609619 02 April 13, 2004

Important notices:

• A password change (ee_admin) i s not requ ired before performing

this upgrade. If you do change any passwords before the upgrade, ensure that you perform a system reboot from the Unified Manager menu before you begin the upgrade.

• If you have PPPoE or IPX routing, see the note on the bottom of

page 4. (IPX routing is not supported on BCM 3.6 software.)

• If you have VoIP trunks, review the VoIP trunks bullets on

page 6 (QoS upgrade) and on page 12 (gateway settings).

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How to ge t h e lp

If you do not see an appropriate number in this list, go to www.Nortelnetworks.com/support.

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 fir st 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, Middle East, Africa)

Technical Support - CTAS

Telephone:

*European Freephone 00800 800 89009

European A lter n ative / United Kingdom +44 (0)870-907-9009 Africa +27-11-808-4000 Israel 800-945-9779

*Note: Calls are not free from all countries in Europe, Middle East or Africa

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: +61-2-870-8800 Fax: +61 388664644 email: asia_support@nortelnetworks.com

In-country toll free numbers

Australia 1800NORTEL (1800-66 7-835) China 010-6510-7770 India 011-5154-2210

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Indonesia 0018-036-1004 Japan 0120-332-533 Malaysia 1800-805-380 New Zealand 0800-449-716 Philippines 1800-1611- 0063 Singapore 800-616-2004 South Korea 0079-8611-2001 Taiwan 0800-810-500 Thailand 001-800-611 -3007 Service Business Centre & Pre-Sales Help Desk +61-2-8870-5511

Business Communications Manager 3.6 Upgrade Guide

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Contents

How to get help 2

Chapter 1 Before you begin this upgrade 3

How to use this upgrade guide 3

Which upgrade do I do? 4

Prerequisites to the upgrade 4

Upgrade overview 9

During upgrade 10

Post-upgrade activities 11

Core feature changes for BCM 3.6 16

First step 3

Second step 3

Final step 3

Important information to note before attempting this upgrade 4

Business Communications Manager pre-upgrade requirements 5

Hardware status 5

Business Communications Manager operations requirements 5

Client computer upgrade prerequisites 6

Pre-upgrade record-keeping tasks 7

Perform BRU on all data 8

Voice inventory service 10

Upgrade Wizard BCM status LEDs 10

Post-upgrade: all system upgrades 11

Post-upgrade: systems upgraded from BCM 3.0/3.0.1 12

Post-upgrade: NetIQ Vivinet Manager service 14

Post-upgrade: Upgrading clients 15

New Reporting for Call Center client 15

Uninstalling a client application 15

Installing a client application 15

Chapter 2 Upgradi n g a B C M 3. 0, 3.0.1, or 3. 5 system to BC M 3.6 17

Pre-upgrade readiness check 18

Upgrade application overview 19

Performing the upgrade 20

Chapter 3 Upgra d i n g pr e-release BCM 3.6 so ftware 29

Pre-upgrade readiness check 30

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Upgrade application overview 31

Performing the upgrade 32

Chapter 4 Troubleshooting Upgrade errors 43

Upgrade Startup 43

Business Communications Manager Identification 43

Business Communications Manager Validation 45

Upgrade Keycode 48

File Transfer 49

Upgrade from BCM 3.0/3.0.1/3.5 software 49

General Errors 49

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Chapter 1 Before you begin this upgrade

Use this document to guide you through the ste ps that are required to upgrade any Business Communications Manager running BCM 3.0 or newer software to Business Communications Manager version 3.6 software. There are two upgrade paths. Which upgrade path you need to follow is based on the current hard ware and software configuration of your system.

Ensure that you read the information in this chapte r caref ully before you turn to a specific upgrade.

How to use this upgrade guide

This section explains how to use the information in this guide.

First step

• Read the sections in this chapt er which explain which upgrade you need to do (“Which upgra de

do I do?” on page 4), and the common prerequisites and pre-upgrade requirements

(“Prerequisites to the upgrade” on page 4). Any activities that are specific to just one type of upgrade will be noted. Ensure that you read all the instructions carefully before attempting

to run the upgrade.

READ ME FIRST:

Common pre-requisites and processes

• Also have a look at the Process map to give yourself an idea of the order in which the activities occur (“Upgrade overview” on page 9).

• Once you read this information and ensure that your system is ready to be upgraded, go to the Second step.

Second ste p

Read the two sect io ns u nde r “During upgrade” on page 10 in this chapter. The first section describes a solution to a proble m that can occur during the system check. The second section describes how the LEDs, that appear on the final upgrade screen, function during the upgrade.

The upgrade chapters contain specific upgrade informatio n. Each of these chapters describes:

• which version of Business Communications Manager software will allow the upgrade

• any specific pre-in stallation warnings

• the process the upgrade goes thr ough for the t ype of upgrade you are doing

• step-by-step ins tructions to guide you through the upgrade

Error dialogs may occur during the upgrade. Refer to “Troubleshooting Upgrade errors” on page

43 for explanatio ns of the erro r dial ogs.

When the upgrade completes successfully go to the Final step.

Final step

After the successful upgrade , tur n back to this chapter and go to the section that discusse s post-upgrade activities (“Post-upgrade activities” on page 11). N ot all of these activities apply to your system, but review them, then perfo rm the required activities.

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4 Chapter 1 Before you begin this upgrade

Which upgrade do I do?

There are two upgrade paths, based on the softwa re and hardware currently instal led in your Business Communications Manag er:

• The first upgrade path, described in the chapter “Upgrading a BCM 3.0, 3.0.1, or 3.5 syst em to

BCM 3.6” on page 17, involves upgrading systems running BCM 3.0 (version 4), BCM 3.0.1

(build 7), or BCM 3.5 (build 2.3a or 2.3b) release software to BCM 3.6 software.

• The second upgrade path, described in the chapter “Upgrading pre-release BCM 3.6 software”

on page 29 describes how to upgrade systems tha t are running BCM 3.6 beta software (version

1.1 or 1.4) to the BCM 3.6 release software.

Prerequisites to the upgrade

Note: During the upgrade, your Business Communications Manager system,

including the telephony servi ce s, i s not functi o nal .

Review the following prerequisites carefully to determine that your system is compliant before you attempt to do the upgrade.

The upgrade runs a verification process at the beginning of the upgrade, tha t provides a system summary. If you are missing any requireme nts, the upgrade will provide an error describing the deficiency. The upgrade will not cont inue until the validation runs error -free.

If you are unable to rectify the issue, contact your service manager for information.

Important information to note before attempting this upgrade

The following section provide s notes and warnings for information tha t is critical to the upgrade.

Warning: A passwo rd ch an ge (ee_ a d m in) is no t req ui re d before perfo rmi ng this upgrade. If you do change any passwords before the upgrade, ensure that you perform a system reboot from the Unified Manager menu before you begin the upgrade.

Note: Keycodes

This upgrade procedure requires a keycode. This upgrade keycode is entered into the upgrade Wizard during the upgra de process. Keycodes are also specific to a relea se. If you obtained a keycode to perform beta testing of the upgrade, you will need to obtain a new keycode to run the GA version of the upgrade release.

Further , each upgrade release is only valid to run for a limite d time after release.

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Chapter 1 Before you begin this upgrade 5

Warning: PPPoE and IPX routing

These settings are removed by the upgrade. IPX is not supported in release 3.6. PPPoE must be reinstalled and rec onf igured as part of the post-upgr ade tasks. Call your te chnical services provider if you require more detailed instructions about these applications.

Note: VoIP trunks: If your system has configured VoIP trunks, and at least one of the systems is running BCM 3.5 software, a QoS patch was installed at the time of that upgrade or installa tion. If your network only has systems running 3.0 or 3.0.1 sof tware, and you do not intend to upgrade some of the systems, or need to delay the upgrade to some 3.0/3.0.1 systems to 3. 6, you will ne ed to install a QoS patch on the systems that will not be upgraded. If you do not have the patch avai lable or choose not to install the patch at this time, disable the VoIP trunks to the systems you are not upgrading until you perform the upgra de on those systems or install the patch. The QoS Patch supports H.323 version 4, which was introduced in BCM 3.5 software.

If the system has VoIP connections to a Meridian 1, confirm that the Meridian is running IPT software.

Business Communications Manager pre-upgrade requirements

The following are requirements pertaining to your Business Communications Manager condition prior to the upgrade.

Hardware st atu s

• Hard disk drive: Nortel Networ ks 20GB with correct partition sizes

• 256 MB RAM

• BCM1000/BCM400: MSC 1A Media Services Card card with four MS-PEC 1s, two MS-PEC IIIs, or 4 MS-PEC IIIs.

• BCM200 : MSC 1B Media Se rv ices Card wi th one or two M S-PEC IIIs instal l ed.

Business Communications Manager operations requirements

• 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 Communications Manager hard disk. Preferably, also 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 se tting s in the event of system failure during the upgrade procedure.

• Ensure that your Busine ss Communicati ons Manage r primary networ k is on the same net work as the computer you will use to run the upgrade. We strongly recommend that you use a computer that is within the same subnet as the Business Communications Manager system that you are upgrading. Ensure that the network connection is through the primar y NIC (LAN) card.

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6 Chapter 1 Before you begin this upgrade

• Ensure that FTP service is enabled on the Business Communicati ons Manager and can be started remotely

• VoIP trunks : Ensur e the QoS patch has been insta lled on all network B usiness Communic ations Managers running BCM 3.0/3.0.1 software that will not be upgraded to BCM 3.6 software, or disable the VoIP trunks to these systems until those systems are upgraded or the patch is installed. Refer to the note under “Important information to note before a ttempting this upgrade”

on page 4.

• Remove any mapped drives that may be connecting to the Business Communications Manager.

• 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 system has rebooted and restarted services. All client applications will ne ed to be reinstalled after the upgrade is complete. Note: Attendant Console was discontinued, starting in the BCM 3.5 release. If your BCM 3.0/3.0.1 system is currently running this program, the initial survey will indicate the presence of this application and will note that it will no longer be availa ble once the upgrade runs.

Client computer upgrade prerequisites

On the computer you are going to use to run the upgrade, ensure the following requirements have been met:

• Hardware and network requirements

— Operating system: Windows 95, Windows 98, Windows ME, W i ndows NT,

Windows 2000, or Windows XP — Use a least a 24X CD-ROM drive to minimize the upgrade time. — Minimum screen resolution: 640X480 or greater. Suggested: 1024X768. — Minimum 256 colors. — free space on your hard disk, at least 50 MB. — Browser: Internet Explorer 5.5 or greater. — 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 connecti on is through the primary NIC (LAN) card. Note: If there

are concerns about network perfo rmance, use a crossover cable connection to the LAN 1

adapter. This latter confi guration provides the fastest possible file transfer.

• Computer program requirements:

— Ensure that you have Internet Explor er 5.5 or greater (suggested: IE 6.0 ). — If you have a personal firewal l, such as CyberArmor, ensure you either turn if off or ente r

P0609619 02

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.

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Chapter 1 Before you begin this upgrade 7

• Application requirements

— Log out of any VNC, Telnet, PuTTY (3.5 systems) or Unified Manager sessions, and quit

any open Windows applications.

Caution: Do not open any Windows, VNC or Unified Manager sessions while you

perform the upgrade. These sessions can interfere with the progress of the upgrade.

Pre-upgrade record-keeping tasks

The following informati on is not preserved by the upgrade process. Make a note of the configurations so they can be re-entered once the upgrade is complete.

• Attend ant C o nso le : BCM 3.6 software does not suppor t this a pplication. If this appli cation is

present on your system, you will receive the following notice at the beginning of the upgrade:

Attendant Console has be en detected. Please see BCM 3.6 Upgrade Guide for more information before continuing.

When this notice appears, click OK, then either continue with the upgrade or exit the upgrade application. If you continue, the Attendant Console application and data will no longer be available after the upgra de. If you require an Attendant Console product for your business, you can obtain a substitute product from Convertec at a discount. Go to the following URL for more information: <http://www.nortelnetworks.com/products/announcements/eol.html#jan>.

• Password note: The upgrade retains t he exist ing c omplexity le vel for pa sswords, which, prior to

the BCM 3.5 software release, was set to zero (0). This ensures that all user accounts update correctly. Nortel recommends that if you upgraded from a 3.0/3.0.1 system, after the upgrade completes, you should change the pas sword complexity to a more secure level and adjust the passwords to comply with the new setting.

• External files: Any files or programs placed on the Bu siness C ommunications Mana ger, tha t are

not part of the default softwar e, may be removed during the upgrade and will not be reinstalled. This includes any files you have tr ans ferred using the Business Communication s Manager FTP service. Ensure you have the se files and applica tions adequa tely documente d so you can rei nstall them after the upgrade is complete.

• Policy rec ords : Record any Policy information recorded under Services, Policy Management.

This information will need to be re-entered after the upgrade.

• User accounts: The ModemBackup user ac count does not e xist in BCM 3.6 software (removed

in BCM 3.5). Other user names and accounts will be copied over as they exist.

• Push tasks: Make a note of any schedule d BRU, Archlog or CDR push tasks. These will need to

be re-entered after the upgra de.

• Diagnostics/SSM: Sanity test setting (retur ns to default after upgrade).

• Diagnostics/Watchdog: Logging setting (returns to default after upgrade).

• Services/CDR: Record the CDR format and feat ure co de in use .

• PPPoE: If your system is using PPPoE, make a note of the system settings.

• IPX routing: WARNING: IPX routing is not supported by BCM 3.6 softwar e.

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8 Chapter 1 Before you begin this upgrade

• Private Received Number lengths and OLIs: BCM 3.6 software differentiates between publi c

and private received number lengths, and public and private outgoing line identification (OLI).

— If the DN leng t h and the Public Received Number length (target lines) are different,

after the upgrade you will need to manually enter the Private Received Number (new field) for each of the assigne d target lines on your system. You will also need to enter a Private OLI (new field) for each telephone.

— If the DN length and the Public Received Number length are the same, as

recommended for MCDN private networ king, and the Public OLI is coordinated with this length, the Private Received Number length automatically populates with the same number as the Public Received Number length. The Private OLI auto-populates with the DN.

— If the system is runnin g with a DPNSS keycode, record the Private Received Number

lengths, as they will need to be re-ente red.

• Upgrading from BCM 3.0/3.0.1 software: — Line Access: If you use CLID-enabled analog lines and target lines, note the telepho nes

that have these lines assigne d and for which you want CLID to display. You will need to change the Caller ID set

— Button programming, T7316E: If there are T7316E telephones installed on the system,

make a note of all memory key and line key settings and positions for each telephone . The T7316E functions as a T7316 on these systems. On BCM 3.5 and newer systems, it functions as a T7316E telephone, which has a different memory button default set. After the upgrade, these telephone s will revert to the default T7316E defaul t settings for all memory key programming and there will be no handsfr ee key on the memory keys sin ce the T7316E has a separate Handsfree key.

• Upgrading from BCM 3.5 software to BCM 3.6 release software:

— If your system has a universal power supply (UPS), you will need to reconfigure the

device to the serial port.

— If you have NetIQ installed you will need to obtain a keycode to be able to access the

service in BCM 3.6.

Perform BRU on all data

Ensure that you have a complete current backup f ile store d in a location oth er than on the Business Communications Manager or the comput er you are using the run the backup. This provides you with a backup of your most recent settings in the event of a system failure during the upgrade.

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 functional. A BRU backup can only be restored to a system running the same software version from which the BRU was created.

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Upgrade overview

The over all upgrade process is simila r for both upgrades. The following chart provides an overview of the process.

Start h ere

Chapter 1 Before you begin this upgrade 9

Have you

read and confirmed

prerequisites?

Ye s

Is your system

ready for the

upgrade

Ye s

Do you have

a keycode for the

upgrade?

Ye s

Set upgrade schedule.

Read the prerequisi tes section

and confirm your hardware

“Prerequisites to the upgra de”

Call your technical support provider if

you cannot resolve

Obtain a keycode for

each system you

intend to upgrade

and software. Refer to

on page 4.

all is s u es

Upgrade process

Start the upgrade wiz ard

and follow prompts

Upgrade wizard runs

system verification.

Files transfer to empty

partition on BCM hard

disk.

Perform a BRU on the

system and store off

the hard disk

Did you

change the

ee-admin pas sw ord?

(not required)

Ye s

Perform a reboot

from the Un i fie d

Manager menu

Systems with BCM200 or

BCM400 hardware ma y

receive a BIOS update at this

point (BCM 3.0/3.0.1 systems)

Perform post-upgr ade activities and test your syste m.

Business Communications Manager 3.6 Upgrade Guide

3.0/3.0.1/3.5: BCM OS upgrade occurs.

New files swap into

active partition.

Upgrade complete

Refer to “Post-upgrade act ivities” on page 11.

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10 Chapter 1 Before you begin this upgrade

During upgrade

“Voice inventory service” describes how to start the voice inventory servi ce, which, if it is not

running correctl y, may prod uce false errors about the MSC core telephony softwa re.

“Upgrade Wizard BCM status LEDs” describes the different states that can display on the LEDs

that appear on the final upgrade screen.

Voice invento r y servic e

During system verifica tion, at the start of the upgrade, the upgrade may display errors about the MSC Core telephony s oftware, the MS-PECs and t he type of MSC. This may mea n tha t the Voice Inventory service needs to be started.

To confirm that the service is running:

1 Exit the upgrade. 2 Open the Unified Manager. 3 Click on System. 4 On the top menu, click on Tools and select Perform System Inventory. 5 Click on Tools again and selec t Display System Inventory.

• If the service is now running correctly, exit the Unified Manager and retry the upgrade .

• If the information is not presented correctly, reboot the BCM. Once the system is r unning a gain, d isplay t he inve ntory aga in to conf irm tha t the se rvice is now running.

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 1 and Table 1.

Figure 1 BCM status LED indicators

LEDs indicate current state of BCM connectivity and service availability

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Table 1 BCM Status LEDs

BCM Connection LEDs BCM Services

Chapter 1 Before you begin this upgrade 11

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

• during the portion of the upgrade from the point when the network settings are reset to default values until the configured values are restored

* At the end of a successful upgrade, both LEDs will be green.

*Green indicates that the Business Communications

Red appears during periods when there is no access

Post-upgrade activities

The following section contains a list of activities that need to be performed once the upgrade is complete.

Note: You may not need do all of these activities. Not all systems use all the functions listed below.

Post-upgrade: all system upgrades

Manager is functioning and is providing all expected capabilities.

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.

• Back up data: As soon as you confirm that the system is operating a s expected, perform a BRU

to back up all data. This is now your current backup.

• Push tasks: Reprogr am any scheduled BRU, Archlog or CDR push tasks. (Management User

Guide)

• Policy rec ord: Reconfigure the Policy settings that you note d before the upgrade (Services,

Policy Management).

• Firewall record: If Firewall Filter logging is r equired, reset it to Enabled. (Programming

Operations Guide)

• Diagno stics, SSM: Reset the sanity test setting if it needs to be enabled.

• Diagnostics, Watchdog: Reset the Logging setting, if required.

• Services, CDR: Reset the format and feature code.

• Client applications: Some of the client applications have new versions. Refer to “Post-upgrade:

Upgrading clie nts” on page 15. If you wish to continue to use Telnet to access the command line

interface, or if you have DECT modules, enable Telnet. (Programming Operations Guide )

• DECT por table handsets: If the system uses DECT handsets, refer to the DEC T Installation

and Maintenance Guide for the procedure to update the DECT firmware (DECT wizard).

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12 Chapter 1 Before you begin this upgrade

• Remote files: Re-enter any non-default files or programs that you noted before the upgrade, and

which were removed during the upgrade. This includes any files you transfer red to the Business Communications Manager using the Business Communications Manager FTP service.

• Last-minute revisions: Read the documentation addendum for any last-minute issues that may

need addressing with the new software.

• PPPoE: If the system uses PPPoE, reinstall and reconfigure with the settings that you noted

before the upgrade.

• Receive d nu m ber len gths an d OL I chang e s:

— If the system DN length and the Public Received Number length (targe t lines) on your

system are diffe rent, after the upgrade enter the Pri vate Received Number (new field) for each of the target lines. Also, enter the Private OLI for each of the telephones. If the Private Received Number length and the Private OLI are not populated, the MCDN private networks cannot support CLID.

— If the system uses a DPNSS keycode, enter new Private Received Number lengths.

• ONN blocking: If you want to block outgoing name display over VoIP trunks, a new setting has been added to the IP trunking heading under System Programming, General settings. This setting blocks the name displ ay for all VoIP trunks. Name display can also be blocked on a module level for PSTN trunks.

Post-upgrade: systems upgraded from BCM 3.0/3.0.1

This section details the changes that occurred in BCM 3.5 software that needs to be configured or noted for systems upgraded to BCM 3.6 from BCM 3.0 or BCM 3.0.1 systems.

• Password security: If you require the strictes t password security on the syste m, upgra de the complexity setting on the password policy screen. Then, change your user passwords to comply with the polic y rul es. (Prog ramming Operations Guide). If the passwords do not c omply with the password complexity and length se ttings, you could lose those user accounts if you ever need to do a re-initialization after a hardware or software upgrade or after adding a patch, or when you perform a BRU restore.

• Dial-up privileges: Ensure that any users that require a dial- up modem conn ections hav e dial-up privileges. You can also enter a callback number, to provide some dial-up security. Note: The ee_admin user has dial-up privileges by defa ult. If you remove dial-up from this use r, your technica l serv ice p ro vi de rs wil l not be ab le to rem otely acce s s your system to assist you in diagnosing system probl ems.

• VoIP trunks (IP Telephony Configura tion Guide):

— If you have connection issues with your Voice over IP (VoIP) trunks following the

upgrade, check that your remote gateway settings are correct at both ends of the trunk (Services, IP Telephony, IP T runks, H.323 Trunks, Remote Gateway). Refer to the IP Telephony Conf iguration Guide for information about upda ting local and remote gateway records.

— If you will be using SIP trunks, you need to define how many of the IP trunk credits

you want to commit to these trunks. (Services, IP Telephony, IP Trunks and the SIP Trunks heading underneath it.)

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Chapter 1 Before you begin this upgrade 13

— If you will be sending fax messages from your wire d syste m fax machines over your

IP trunks, you will need to allow the IP fax feature.

— If the system is ne tworked to a Merid ian 1 syste m that sends call s through t he network

to a remote PSTN, there are new Access code settings tha t can be defined so that specific call types se nt by the Meridia n are identified and handled corre ctly as they pass through the private network. These settings are then used when defining routes for each specifi c type of call.

• Command line interface: If you need access to the secure inter face for the command line menu, download the PuTTY application to your computer. (Programming Operations Guide). If you wish to continue to use Telnet to access the command line interface, or if you have DECT modules, enable Telnet. (Programming Operations Guide)

• VPN tunnels: If you want to establish a secure connection to the Unified Manager, set up VPN tunnels. (Programming Operations Guide)

• Security certificate: You may add a security certif icate that is unique to your system.

(Programming Operations Guide)

• Analog/target line CLID: Enable Caller ID set (DN record, Line assignment) for any telephone for which you want to displa y calle r ID for CLID analog lines and target lines. Note that only 30 telephones can support CLID display per line.

• Alpha tagging: If you want telephone s to display the name of calls coming in on number-only analog lines, you can define up to 255 System Speed dials with names. When a call comes in on a number-only analog line and the cal ling number matches a System Speed dial number, the name specified for tha t speed dial will appear on telephones configured to display CLID for that line. Set the size of the system speed dial list under Services, General Settings, Feature Settings.

• Call logging: Call logging now occurs for calls received from any line to a telephone that has call logging ena bled. En sure that you enable t he Autobum ping feat ure (FEATURE 815) on each telephone with call logging enabled to prevent log file overload.

• T7316E telephones, button programming: If there were T7316E telephones currently connected to the system, reprogram the memory buttons. During the upgrade, they converted from T7316 telephones to T7316E telep hones, which have a different button programming map.

• New hardware: Only i nstall new hardwa re afte r you have confirmed that t he syst em is operati ng correctly.

— The T7316E can also be connected to Key Indicator Modules (KIMs) to create

Central Answering Positions (CAPs). T7316E+KIMs are configured as enhanced CAPs under Services, General Settings, CAP/KIM assignment. For each CAP, configure button progr amming for both the telephone and the KIMs under the DN record for th e teleph one, under User Pr efere nces. CAPs wi th eKIMs ( enhance d CAPs) have 24 buttons with indicato rs that support lines, multiple appearances of the same target line, and hunt group indicators, as well as memory button programming. CAPs that are not enhanced suppor t OKIMS, which prov ide programmable memory buttons. Note: KIMs do not support hunt group DNs as autodial butt ons (memory button programming)

— USB headset for i2050 Software Phone: Update any existing i2050 Software Phone

installati ons if you want to use the USB headset.

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14 Chapter 1 Before you begin this upgrade

— Universal Power Supply: I f your syste m has a UP S, reconf igure the UPS to th e serial

port on your Business Communications Mana ger (Unified Manager: Services, UPS)

Post-u pgrade: NetIQ Vivin et Manager service

There are two main upgrade scenarios for the NetIQ application.

• BCM 3.5 systems with NetIQ patch installed and the service is active, upgraded to BCM 3.6 software:

Existing settings are retained by the upgrade. However, to provide full functionali ty, including being able to start or stop the applica tion

through the Unified Manager NetIQ heading, you need to obtain a NetIQ keycode and enter it after the upgrade is finished.

If you choose not to enter a NetIQ keyc ode, the NetIQ agent services run after the upgr ade, but if the user disables the NetIQ agen t, it c ann ot be re-enabled. If the user configures the server IP address and ports, the server IP addre ss and ports will be changed, but the NetIQ agent cannot be enabled after t he Ne tI Q par am et er mo di ficat i on .

• BCM 3.5 systems where NetIQ Vivinet Manager support is inactive, upgraded to BCM 3.6 software.

In this case, the Unified Manager Ne tIQ dialog displays the default settings for the service in the following fields:

— Authorized Management Servers is blank — Bind Man ag em e nt Server Port defaults to 9998 — NetIQ Agent Listening Port defaults to 9999 — Status reads as Disabled.

You can change these settings. However, to enable the NetIQ service, you must obtain and enter a NetIQ keycode.

• BCM 3.0/3.0.1 systems upgraded to BCM 3.6 soft ware : Initial conditions will match those lis ted under the second bullet, above.

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Chapter 1 Before you begin this upgrade 15

Post-upgrade: Upgrading clients

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.

New Reporting for Call Center client

BCM 3.6 software contains a new Reporting for Call Center client (version 3.5). Do not uninstall the previou s client from your computer if you need to view or print reports

currently store d on your computer. You will not be able to connect to the upgraded Business Communications Manager syst em with this version.

Use the new Repor ting f or C all Cent er client to c onnect to the upgrade d Business Communica tions Manager system to create and work with new reports.

Refer to the Reporting to Call Cente r upgrade document, included in the BCM 3.6 documentation suite, for details.

Uninstalling a client application

Uninstall the clien t applications before installing the new versions:

Warning: Call Detail Recording

Do not uninstall earlier versions of Call Detail Recording when instal ling new versions.

1 On the client com put er , clic k th e Start button, point to Settings a nd click Control Panel.

The Control Panel window appears.

2 Double-click the Add/Remove Prog rams icon.

The Add/Remove Programs Properti es dialog box appears.

3 From the list of installed pro grams, select the program you want to uninstall. 4 Click the Add/Remove button. The program will indicate when the uninstall is complete.

Installing a client application

To install the new version of the application: 1 On the Unified Manager main page, click the Inst all Clients button.

The Download Client Applicati ons page appears.

2 Download the desktop clients a ccor ding to the instructions on the Download Client

Applications page.

3 Configure the clients acc or ding to your system documentation.

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Core feature changes for BCM 3.6

The following core telephony f eatures have been added for this release.

• Private (MCDN)/public networking changes: The system can now provide unique public and private setting s for:

— outgoing line display (public/private OLI) (found under DNs//Line Access). As well,

lines can be set to a llow or di sallow thi s featur e on outgoi ng call s (Send name displ ay) (found under module settings, loop settings, and IP trunking)

— Target lines now display fields for both Public and Private received number settings

(set under Lines//Target lines)

— MCDN can process public or private DISA DNs and/or publi c or private Auto DNs

(set under Access Codes)

— The system can now pr ocess separate publi c and private Received number DN lengths

See also: Creating numbering pl ans, Outgoin g calls, Incom ing call s (Chapter 7); Configu ri ng the target line (Chapter 9); Outgoing private calls, Outgoing public Calls (Chapter 10).

• IP networking: There are a number of new settings that allow more control over H.323 VoIP trunking on your system (System Configu ration, Loc al gateway IP interf ace, Media paramet ers). As well, the system now supports the NetCentrex gatekeeper and interoperability with Succession 3.0 and Equant. Refer to the IP Telephony Configuration Guide for details.

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Upgrade steps for systems

running BCM 3.0, 3.0.1, 3.5 software

Chapter 2 Upgrading a BCM 3.0, 3.0.1, or 3.5 system to BCM 3.6

Use this document to guide you through the ste ps that are required to upgrade any Business Communications Mana ger from BCM 3.0 RC 2.2 ve rsion 4 softwa re, B CM 3.0.1 Build 7 sof tware, or BCM 3.5 (version 2.3a or 2.3b) software to Business Communications Manager 3.6 software.

This upgrade requires an upgrade keycode.

Warning: PPPoE and IPX routing

The upgrade removes these settings. IPX is not supported on BCM 3.6 software. PPPoE must be reinstalled and reconfigured after the upgrade.

Ensure that you read all the instructions in this chapter carefully before attempting to run the upgrade.

Warning: After you upgrade your Business Communicat ions Manager system to BCM

3.6 software, your system cannot be changed back to the previous version.

This chapter co nt ain s the se sec t ions :

• “Pre-upgrade readiness check” on page 18

• “Upgrade application over view” on page 19

• “Performing the upgrade” on page 20

If you have not already done so, rea d all the in s tru cti ons in Chapter 1, “Before you begin this

upgrade,” on page 4 before conti nuing with these in st ruc ti ons .

Warning: Perform a data backup before starting

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 upgrade.

You cannot restore data from a previous version. It is imperative that you perform another BRU as soon as possible after the upgrade completes as part of your system integrity process.

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Pre-upgrade readiness check

Use this flowchart to ensure that your system is ready for the upgrade.

You have the appropriate

BCM 3.6 upgrade kit

Your system is running: BCM

3.0 RC 2.2 version 4; BCM

3.0.1, build 7; or BCM 3.5, version 2.3a or 2.3b

Yes

You have read

and complied

with the

pre-requisites?

Yes

You have the

correct keycode

for the upgrade?

If your system is running BCM 2.5 or earlier software cont act your service representative for a 3.0. 1 upgrade kit.

If your system is running software that is not the correct version, contact your system support for further instructions.

Refer to the informa tion in Chapter 1. Specifi cally, read

“Prerequisites to the upgr ade” on page 4.

Obtain the keycode.

There are separate keycodes for pre-release and released upgrade software.

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Yes

You have made a backup of the

system data?

Yes

Go to

“Performing

the upgrade”

on page 20.

Perform a BRU on your system.

Store the files off the BCM and off the computer

T o preview the upgrade process, refe r to

“Upgrade applicat ion overview” on page 19

you will use for the upgrade. Note: You cannot use these files once the BCM

upgrade is complete. They are meant to ensure that you can restore you data if the upgrade cannot complete.

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Chapter 2 Upgrading a BCM 3.0, 3.0.1, or 3.5 system to BCM 3.6 19

Upgrade application overview

The Business Communi cations Manager 3. 6 upgrade application goes through the following steps: If you receive any error messages during system verification or during the upgrade, refer to

“Troubleshooting Upgr ade errors,” on page 43.

Note: This process takes about 90 to 120 minutes. The system services will be down for the period, so ensure that you notify your users of the outage.

• You require a valid administrator-level password to start the upgrade.

• Business Communication Manager system validation, including version checking, disk capacity checking, and so on.

Overview: Validation and Keycodes

The Business Communications Manager 3.6 upgrade wiz ard first accesses your system to validate the software requirements.

Note: Voice Inventor y service

The BCM 3.6 Upgrade may present false errors about the MSC Core Telephony Software, the MS-PECs, and the type of MSC if the Voice Inventory serv ice 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. Then go back under Tools and select Display System Inventory. This indicates that the service is running correctly.

• Once the validation is comple te, you enter an upgrade keycode. Keycodes are obtaine d from the same source, and in the same manner, as other system keycodes. However, the upgrade keycode is entered in the upgrade Wizard rather than into the Unifie d Manager. Refer to Figure 4 on

page 22.

• Validate hardware requirements.

• Transfer Business Communica tions Manager 3.6 software image to the target Business Communications Manager.

• Perform a system initiali zation.

• Start services and verify proper operation.

Note: During this proc ess, the Business Communications Manager will perform numerous reboots.

• When the upgrade is complete, the upgrade wizard presents a dialog box indicating that the upgrade is successful and complete.

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Performing the upgrade

You are now ready to start the upgrade.

Warning: Do not disturb the upgrade once it starts. This could result in data loss or other system failures.

1 Insert the upgrade CD marked Disk 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. Refe r to Figure 2.

Figure 2 Upgrade Wizard Welcome page

2 Read the information careful ly so that you understa nd what the upgrade is all abou t. This page

explains how the upgrade process wor ks.

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Chapter 2 Upgrading a BCM 3.0, 3.0.1, or 3.5 system to BCM 3.6 21

3 Click the I Accept button to proceed.

The sign-in page appears, as shown in Fi gur e 3.

Figure 3 Identifying the system you want to upgrade

4 Enter the IP address of the Business Communications Manager being upgr aded.

Press the space bar to move between fields. Format: xxx.xxx.xxx.xxx

5 Enter the Username* and Password for your system.

*Use an administrator-level user name and password.

6 Click Next.

The system goes through some validation steps, and then the screen shown in Figure 4 appears.

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.

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Figure 4 Enter upgrade keycode

7 Enter the keycode you obtained for your system, then click Next.

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 entered the keycode incorrectly, you will receive an error dialog. Click OK and

check your entry.

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 4.

Keycodes are specific to both the BCM system and to the upgrade release.

The upgrade program performs a system validation to ensure that your system is ready to receive the upgrade.

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Chapter 2 Upgrading a BCM 3.0, 3.0.1, or 3.5 system to BCM 3.6 23

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 45 for more details about the err or.

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 succes sful, the page shown in Figure 5 appears.This page shows you a snapshot of the system information.

Note: BIOS update If you are using BCM200 or BCM400, the motherboard on the system may require a

BIOS update. The update runs automatically if it is required.

Figure 5 Screen showing system information and begin upgrade box

8 If you are ready to continue the upgrade, click the Begin button.

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You will recei ve the following dialog box to confirm tha t you really want to continue with the upgrade.

9 Click on the Yes button to continue with the upgr ade.

The screen show n in Figure 6 appears. Note that the Update Bios line does not appear on upgrades to BCM1000 systems or any BCM 200/400 system that does not require the BIOS upgrade.

Figure 6 Upgrade action screen

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As each step of the upgrade completes, a checkmark appears beside the Action listi ng, and the Action listing and Status line turn from blue to green.

If there are problems with any step, an error message dialog box appears and describes the problem (“Troubleshooting Upgrade errors” on page 43).

In the diagram below, the first action is complete. The second action, which is to transfer the files from the CD to the Business Communications Manager, produces the secondary dialog box shown over the main screen.

WARNING: Pressing Cancel during file transfers renders your Business Communications Manager out of service until the upgrade is restarted and completed. Use only if severe network problems are occurring.

Figure 7 Completed actions turn green

The Overall Progress bar at the bottom of the box indicates percentage comple te. Refer to “Upgrade Wizard BCM status LEDs” on page 10 for a description of how the LEDs

in the BCM Status box behave during the upgrade.

Note: The Business Communications Manager will reboot a number of times during the upgrade process. This is normal.

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After the files transfer from the first CD, you are prompted to remove the first CD and insert Disk 2.

10 Remove Disk 1 from the CD drive and insert the second upgrade CD (Disk 2) into the drive.

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.

11 Click OK to continue.

The transfer dialog for Disk 2 appears shows the progress of the file transfer.

Once the files are transferred, the upgrade continues. The system will reboot a couple o f more times before the upgrade is complete.

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Figure 8 Upgrade progression after files installed and expanded

The final action is to re-ini tialize the Business Communicati ons Manager.

Figure 9 Business Communications Manager initialization

When the upgrade completes, you will receive the following dialog box and the Overall Progress bar will show 100%.

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Figure 10 Successful upgrade completion indicator

12 Click OK to exit the dialog.

Figure 11 Final upgrade screen with green BCM status LEDs

BCM is operational

Close screen

On the upgrade wizard screen, note that both BCM Status LEDs are green.

13 Click on the close box at the right upper corner to exit the upgrade wizard. 14 Perform the post upgrade activities that apply to your system. Refer to “Post-upgrade

activities” on page 11.

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running BCM 3.6 beta 1.1. or 1.4 software

Chapter 3 Upgrading pre- release BCM 3.6 software

Use this document to guide you through the ste ps that are required to upgrade any Business Communications Manager running BCM 3.6 version 1.1 or 1.4 beta software to the released version of the software.

This upgrade requires the upgrade keycode that is specific to the released software.

Warning: PPPoE and IPX routing

The upgrade removes these settings. IPX is not supported by BCM 3.6 software. PPPoE must be reinstalled and reconfigur ed aft er the upgrade.

Ensure that you read all the instructions in this chapter carefully before attempting to run the upgrade.

This chapter co nt ain s the se sec t ions :

Upgrade steps for systems

• “Pre-upgrade readiness check” on page 30

• “Upgrade application over view” on page 31

• “Performing the upgrade” on page 32

If you have not already done so, rea d all the in s tru cti ons in Chapter 1, “Before you begin this

upgrade,” on page 4 before conti nuing with these in st ruc ti ons .

Warning: Perform a data backup before starting

SRG note: Systems configured as Survivable Remote Gateways (SRG) must be running with BCM 3.6 version 1.1 or 1.4 software to be able to run an upgrade that preserves SRG information.

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