Avaya Business Communications Manager 3.7 Upgrade Guide

Business Communications
Manager 3.7 Upgrade Guide

For systems running:

• BCM 3.5 (build 2.3a or 2.3b)

• BCM 3.6 (2.2c with cumulative patch 1)

• BCM 3.7 (beta releases)

Must read:

• Prerequisites on page 8

Part No. N0008594 01
April 7, 2005

• Post-upgrade instructions on page 15

Important notices:

• A password change (ee_admin) is not required 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 point-to-point protocol over Ethernet (PPPoE), see the
warning on page 9.

• If you have voice over IP (VoIP) trunks, review the VoIP trunks
bullets on page 10.

2

How to get help

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 first line support, you can enter
ERC 338#.

Web site: 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 Alternative/
United Kingdom [phone]
Africa [phone]
Israel 800-945-9779

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

Fax: [phone]

email: [e-mail]

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone: [phone]

email: [e-mail]

APAC (Asia Pacific)

Technical Support - CTAS

Telephone: [phone]

Fax: [phone]

email: [e-mail]

In-country toll free numbers

Australia 1800NORTEL (1800-667-835)

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 & Presales Help Desk [phone]

3

Business Communications Manager 3.7 Upgrade Guide

4

N0008594 01

Contents

How to get help 2

Chapter 1
Before you begin this upgrade 7

How to use this upgrade guide 7

Which upgrade do I do? 8

Prerequisites to the upgrade 8

Upgrade overview 13

During upgrade 14

Post-upgrade activities 15

5

First step 7

Second step 7

Final step 7

Important information to note before attempting this upgrade 8

Business Communications Manager pre-upgrade requirements 9

Hardware status 9

Business Communications Manager operations requirements 9

Client computer upgrade prerequisites 10

Pre-upgrade record-keeping tasks 11

Perform BRU on all data 12

Voice inventory service 14

Upgrade Wizard BCM status LEDs 14

Post-upgrade: all system upgrades 15

Post-upgrade: NetIQ Vivinet Manager service 16

Post-upgrade: Upgrading clients 17

New Reporting for Call Center client 17

Uninstalling a client application 17

Installing a client application 17

Chapter 2
Upgrading a BCM 3.5 or 3.6 system to BCM 3.7 19

Pre-upgrade readiness check 20

Upgrade application overview 21

Chapter 3
Upgrading pre-release BCM 3.7 software 31

Pre-upgrade readiness check 32

Upgrade application overview 33

Performing the upgrade 34

Business Communications Manager 3.7 Upgrade Guide

6

Chapter 4
Troubleshooting upgrade errors 43

Upgrade startup 43

Business Communications Manager identification 43

Business Communications Manager validation 45

Upgrade keycode 48

File transfer 48

General errors 49

N0008594 01

Chapter 1
Before you begin this upgrade

Use this document to guide you through the steps that are required to upgrade any Business
Communications Manager (BCM) system running BCM 3.5 or newer software to Business
Communications Manager version 3.7 software. There are two upgrade paths. You choose which
upgrade path to follow based on the current hardware and software configuration of your system.

Ensure that you read the information in this chapter carefully 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 chapter that explain which upgrade you need to do (“Which upgrade do

I do?” on page 8), and the common prerequisites and pre-upgrade requirements (“Prerequisites to
the upgrade” on page 8). 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 prerequisites and processes

7

• Also refer to the Process map to see the order in which the activities occur (“Upgrade overview”

on page 13).

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

Second step

Read the two sections under “During upgrade” on page 14 in this chapter. The first section
describes a solution to a problem that can occur during the system check. The second section
describes how the LEDs, which appear on the final upgrade screen, function during the upgrade.

The upgrade chapters contain specific upgrade information. Each of these chapters describes:

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

• any specific pre-installation warnings

• the process the upgrade goes through for the type of upgrade you are doing

• step-by-step instructions to guide you through the upgrade

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

43 for explanations of the error dialogs.

When the upgrade completes successfully, go to the Final step.

Final step

After the successful upgrade, turn back to this chapter and go to the section that discusses
post-upgrade activities (“Post-upgrade activities” on page 15). Not all of these activities apply to
your system, but review them, then perform the required activities.

Business Communications Manager 3.7 Upgrade Guide

8 Chapter 1 Before you begin this upgrade

Which upgrade do I do?

There are two upgrade paths. Choose which path to follow based on the software and hardware
currently installed in your Business Communications Manager:

• The first upgrade path, described in Chapter 2, “Upgrading a BCM 3.5 or 3.6 system to BCM

3.7,” on page 19, involves upgrading systems running BCM 3.0 (version 4), BCM 3.0.1 (build

7), BCM 3.5 (build 2.3a or 2.3b), or BCM 3.6 release software to BCM 3.7 software.

• The second upgrade path, described in Chapter 3, “Upgrading pre-release BCM 3.7 software,”

on page 31, describes how to upgrade systems that are running BCM 3.7 beta software (version

1.1 or 1.4) to the BCM 3.7 release software.

Prerequisites to the upgrade

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

the telephony services, is not functional.

Before you attempt to perform the upgrade, review the following prerequisites carefully to
determine whether your system is compliant.

A verification process runs at the beginning of the upgrade. The verification process provides a
system summary. If you are missing any requirements, the upgrade provides an error describing
the deficiency. The upgrade does not continue until the validation runs error-free.

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

Important information to note before attempting this upgrade

The following section provides notes and warnings for information that is critical to the upgrade.

Warning: A password change (ee_admin) is not required 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.

Note: Keycodes

This upgrade procedure requires a keycode. The upgrade keycode is entered into the
Upgrade Wizard during the upgrade process. Keycodes are specific to a release. If you
obtained a keycode to perform beta testing of the upgrade, you must obtain a new keycode
to run the GA version of the upgrade release.

Each upgrade release is only valid for a limited time after release.

N0008594 01

Chapter 1 Before you begin this upgrade 9

Warning: PPPoE and IPX routing

These settings are removed by the upgrade. Internetwork packet exchange (IPX) is not
supported in release 3.6 or 3.7. Point-to-point protocol over Ethernet (PPPoE) must be
reinstalled and reconfigured as part of the post-upgrade tasks. Call your technical services
provider if you require more detailed instructions about these applications.

Note: VoIP trunks: If your system has configured Voice over IP (VoIP) trunks, and at
least one of the systems is running BCM 3.5 or newer software, a Quality of Service
(QoS) patch was installed at the time of that upgrade or installation. You must install a
QoS patch to any systems in your network running 3.0 or 3.0.1 software that you do not
intend to upgrade to 3.7. You must disable the VoIP trunks to any systems that have not
been upgraded to 3.7 and have not had the QoS patch installed. The QoS Patch supports
H.323 version 4, which was introduced in BCM 3.5 software.

Upgrade note: Systems running 3.0/3.0.1 must be upgraded to BCM 3.6 before they can
be upgraded to BCM 3.7.

If the system has VoIP connections to a Meridian 1, confirm that the Meridian is running
Internet protocol for telephony (IPT) software.

Business Communications Manager pre-upgrade requirements

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

Hardware status

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

•256 MB RAM

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

• BCM200: MSC 1B Media Services Card with one or two MS-PEC IIIs installed

Business Communications Manager operations requirements

• Note the IP address of the Business Communications Manager system that you want to upgrade.

Warning: Current settings will be lost if there is a system failure during the upgrade
procedure. Use BRU to back up all the data on the BCM and store it on a remote host
before proceeding with the upgrade procedure.

• Ensure that your Business Communications Manager primary network is on the same network 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 primary NIC (LAN) card.

Business Communications Manager 3.7 Upgrade Guide

10 Chapter 1 Before you begin this upgrade

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

• VoIP trunks: Ensure the QoS patch has been installed on all network Business Communications
Managers running BCM 3.0/3.0.1 software that will not be upgraded to BCM 3.7 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 attempting this upgrade”

on page 8.

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

• Client applications: All services 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 need to be reinstalled after the upgrade is complete. Note: Attendant Console
was discontinued, starting in the BCM 3.5 release.

Client computer upgrade prerequisites

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

• Hardware and network requirements

— Operating system: Windows 95, Windows 98, Windows ME, Windows NT,

Windows 2000, or Windows XP

— Use at 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 network as your Business Communications

Manager primary network. 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 primary NIC (LAN) card. Note: If there
are concerns about network performance, use a crossover cable connection to the LAN 1
adapter. This latter configuration provides the fastest possible file transfer.

• Computer program requirements:

— Ensure that you have Internet Explorer 5.5 or greater (suggested: IE 6.0).

— If you have a personal firewall, such as CyberArmor, ensure that you either turn it off, or

enter the IP address and netmask of the Business Communications Manager in the file for
allowed IP addresses. In CyberArmor, this is the Friends file.

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Chapter 1 Before you begin this upgrade 11

• Application requirements

— Log out of any VNC, Telnet, PuTTY (3.5 and newer 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 information is not preserved by the upgrade process. Make note of the
configurations so they can be re-entered once the upgrade is complete.

• Attendant Console: BCM 3.6 software does not support this application. If this application is
present on your system, you receive the following notice at the beginning of the upgrade:

Attendant Console has been detected. Please see BCM 3.7 Upgrade Guide for more information
before continuing.

When this notice appears, click OK. Then, either continue the upgrade or exit the upgrade
application. If you continue, the Attendant Console application and data will no longer be
available after the upgrade.
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 the existing complexity level for passwords. This ensures
that all user accounts update correctly.

• External files: Any files or programs placed on the Business Communications Manager that are
not part of the default software may be removed during the upgrade and will not be reinstalled.
This includes any files you have transferred using the Business Communications Manager FTP
service. Ensure that you have these files and applications adequately documented so you can
reinstall them after the upgrade is complete.

• Policy records: Record any Policy information entered under Services, Policy Management.
This information must be re-entered after the upgrade.

• Push tasks: Make note of any scheduled BRU, Archlog or CDR push tasks. These must be
re-entered after the upgrade.

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

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

• Services/CDR: Record the CDR format and feature code in use.

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

• IPX routing: WARNING: IPX routing is not supported by BCM 3.7 software.

• Upgrading from BCM 3.5 software to BCM 3.7 software:

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

serial port.

— If you have NetIQ installed, you must obtain a keycode to be able to access the service in

BCM 3.6.

Business Communications Manager 3.7 Upgrade Guide

12 Chapter 1 Before you begin this upgrade

— Private Received Number lengths and OLIs: BCM 3.6 software introduced a

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

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

after the upgrade you must manually enter the Private Received Number (new field)
for each of the assigned target lines on your system. You also must 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 Meridian client defined network (MCDN) private networking, 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 running with a digital private network signaling system (DPNSS)

keycode, record the Private Received Number lengths, as they must be re-entered.

Use the backup and restore utility (BRU) on all data

Ensure that you have a complete current backup file stored in a location other than on the Business
Communications Manager or the computer you are using to 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 restore using this backup. This
backup is only to be used if the upgrade fails 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.

N0008594 01

Upgrade overview

The overall upgrade process is similar for both upgrades. The following chart provides an
overview of the process.

Start here

Chapter 1 Before you begin this upgrade 13

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 prerequisites section

No

No

No

and confirm your hardware

“Prerequisites to the upgrade”

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 8.

all issues.

Upgrade process

Start the Upgrade Wizard

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 password?

(not required)

Ye s

Perform a reboot

from the Unified

Manager menu.

BIOS update

New files swap into

active partition.

No

Upgrade complete

Perform post-upgrade activities and test your system.

Refer to “Post-upgrade activities” on page 15.

Business Communications Manager 3.7 Upgrade Guide

14 Chapter 1 Before you begin this upgrade

During upgrade

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

running correctly, may produce false errors about the media services card (MSC) core telephony
software.

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

that appear on the final upgrade screen.

Voice inventory service

During system verification, at the start of the upgrade, the upgrade may display errors about the
MSC core telephony software, the media services processor expansion cards (MS-PEC) and the
type of MSC. This may mean that the voice inventory service must be started.

To confirm that the service is running:

1 Exit the upgrade.

2 Open the Unified Manager.

3 Click System.

4 On the top menu, click Tools and select Perform System Inventory.

5 Click on Tools again and select 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 running again, display the inventory again to confirm that the service 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 Figure 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 15

• indicates that the application is connected to the
Business Communications Manager and can
communicate with it.

• appears during any reboot that occurs during the
upgrade.

• appears if the network connection is disconnected
between your computer and the Business
Communications Manager.

• appears if the Business Communications Manager
is powered down or in the middle of a power cycle.

• appears 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 are green.

Post-upgrade activities

The following section contains a list of activities that must 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.

*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.

• appears any time the BCM Connection LED
is red.

• appears once the system modifications begin.
It remains red until the upgrade is complete
and all the services have restarted.

Post-upgrade: all system upgrades

• Back up data: As soon as you confirm that the system is operating as expected, perform a BRU
to back up all data. This is now your current backup.

• Push tasks: Reprogram any scheduled BRU, Archlog or CDR push tasks. (Management User
Guide)

• Policy record: Reconfigure the Policy settings that you noted before the upgrade. (Services,
Policy Management)

• Firewall record: If Firewall Filter logging is required, reset it to Enabled. (Programming
Operations Guide)

• Diagnostics, 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 clients” on page 17. 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 portable handsets: If the system uses DECT handsets, refer to the DECT Installation
and Maintenance Guide for the procedure to update the DECT firmware (DECT wizard).

Business Communications Manager 3.7 Upgrade Guide