Avaya Business Communications Manager 5.0 User Manual

Nortel Business Communications Manager 5.0

Upgrade Guide

BCM 5.0

Business Communications Manager

Document Status: Standard Document Number: NN40170-401 Document Version: 01.07 Date: December 2009

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in

writing NORTEL PROVIDES THIS DOCUMENT "AS IS "WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

What is new in BCM50 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Using this upgrade guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Pre upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Post upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 2

Pre upgrade procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Contents 3

Important information to note before you attempt this upgrade . . . . . . . . . . . . . . . . . . . 9

Pre upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 3

Upgrading to BCM50 5.0, BCM450 5.0, and SRG50 5.0 . . . . . . . . . . . . . . . 13

Upgrading to SRG50 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Performing the BCM 5.0, or SRG50 5.0 upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Scheduling the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Verifying the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Changing the DHCP server setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Applying the keycode file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Performing the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Confirming the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 4

Upgrading the BCM200/400 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Upgrading a BCM200/400 to BCM450 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Saving your current configuration using the Data Migration Manager . . . . . . . . . 23

Preparing your configuration data for migration . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Exporting your configuration data to the upgraded BCM450 5.0 . . . . . . . . . . . . . 25

Upgrading the BCM200/400 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Chapter 5

Post upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Post upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Upgrading client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Nortel Business Communications Manager 5.0 Upgrade Guide

4 Contents

Installing Element Manager for BCM 5.0 and SRG50 5.0 . . . . . . . . . . . . . . . . . . . . . . 33

Upgrading the manufacturing image to BCM50 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Common troubleshooting issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

If a step of the BCM50 5.0 (or SRG50 5.0) upgrade fails . . . . . . . . . . . . . . . . . . . 37

If your BCM50 5.0 (or SRG50 5.0) system does not function properly . . . . . . . . . 37

If your BCM50 5.0 system generates a 31250 alarm after the upgrade . . . . . . . . 38

If your BCM50 5.0 software update package does not appear on the Find Software Updates

screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

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How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

• sign up for automatic notification of new software and documentation for Nortel equipment

• open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

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6 How to get help

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Chapter 1

Getting started

Use this document to upgrade from:

• Business Communications Manager 50 (BCM50) 2.0 or BCM50 3.0 software to BCM50 5.0 software

• Survivable Remote Gateway 50 (SRG50) 2.0 or SRG50 3.0 software to SRG50 5.0 software

• Business Communications Manager 450 (BCM450) 1.0 software to BCM450 5.0 software

• Business Communications Manager 200/400 4.0 hardware and software to BCM200/400 hardware and software

Survivable Remote Gateway (SRG)

An SRG50 system uses the same hardware and is based on the same software as a BCM50 system. When you apply the SRG keycode, only the SRG functionality is activated. Therefore, you use the same upgrade process to upgrade BCM50 and SRG50 systems.

Applicable systems

The upgrade applies to systems running:

• BCM50 2.0

• BCM50 3.0

•SRG50 2.0

•SRG50 3.0

• BCM450 1.0

• BCM200/400 4.0

What is new in BCM50 5.0

For a list of new features supported by BCM50 5.0, see the System Overview Guide.

Features not available

There are no hardware changes from BCM450 1.0 to BCM450 5.0, from BCM50 2.0, or BCM50

3.0 to BCM50 5.0. Therefore, all new BCM 5.0 features function on a BCM50 upgraded to 5.0 or

BCM450 upgraded to 5.0.

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8 Chapter 1 Getting started

Using this upgrade guide

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

Caution: Read all the instructions carefully before attempting the upgrade.

Pre upgrade

Perform the activities in Chapter 2, “Pre upgrade procedure,” on page 9 about prerequisites and pre upgrade tasks.

After you read this information and are certain that your system is ready to be upgraded, go to the

“Upgrade” on page 8.

Upgrade

Perform the upgrade using the information in Upgrading to BCM50 5.0, BCM450 5.0, and SRG50

5.0 on page 13, and Upgrading the BCM200/400 hardware on page 23.

This chapter describes:

• upgrading a BCM50 2.0 or BCM50 3.0 system

• upgrading an SRG50 2.0 or SRG50 3.0 system

• upgrading a BCM450 1.0 system

• upgrading a BCM200 or BCM400 to BCM 5.0

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

Error messages might appear during the upgrade process. For more information, see Appendix A,

“Troubleshooting.

When the upgrade is complete, go to the “Post upgrade” on page 8.

Post upgrade

After a successful upgrade, go to Chapter 5, “Post upgrade activities,” on page 31.

This chapter describes:

• verification of upgraded data on your system

• manual entry of any parameters that are not automatically upgraded

• reinstallation of all client applications supported by BCM50 5.0 on all desktop systems

• upgrading the Factory Image to 5.0.

Some or all of these activities might not apply to your system, but review them and perform the relevant activities.

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Chapter 2

Pre upgrade procedure

Before you attempt the upgrade, review the following pre upgrade activities to determine if your system is compliant, and perform the indicated tasks to prepare your system for the upgrade.

If you are unable to correct an issue, contact technical support within your organization for help about resolving the issue.

Important information to note before you attempt this upgrade

Review the following information that is critical to the success of the upgrade process:

• Ensure you have Java Version 6 Update 16 or later installed on your PC: This is required to access Application Launcher which is then used to install the compatible version of Element Manager.

• BCM system backup required: You must have a complete and current backup of your BCM system (the system to upgrade) in case the upgrade fails. You can use this backup to restore your BCM system, and then you can attempt the upgrade again. You cannot use a BCM50 2.0 or BCM50 3.0 backup with BCM50 5.0 software, or a BCM450 1.0 backup with BCM450

5.0 software.

If you are upgrading a BCM50 3.0 SRG50 3.0 system that was upgraded from BCM50 1.0 (or SRG50 1.0), Nortel recommends that you upgrade your manufacturing image to your current system software level. In the case of systems originally sold as BCM50 1.0, or SRG50 1.0, and later upgraded to 2.0, there is no means of upgrading the factory image to 2.0.

• Retrieve Call Pilot Manager statistical data, if required (not applicable for SRG50): Use Call Pilot Manager Reports section to retrieve and record all of the reports. Activity Reporter can be used to retrieve and record mailbox, hunt group, and CCR data.

• Do not perform the upgrade through the dial-up modem: Due to the size of the upgrade files, Nortel recommends that you do not attempt the upgrade through the dial-up modem.

Note on Using USB for Upgrades:

• For BCM50: Do not perform the upgrade through USB if upgrading a BCM50: Due to the size of the upgrade files, Nortel recommends that you do not attempt the upgrade through USB, as BCM50 systems use USB 1.1.

For BCM450: BCM450 upgrades can be performed through USB.

•

Services are unavailable during upgrade: Once the you have downloaded the upgrade and the Apply phase begins your system is out of service until the upgrade is complete. The system services are down during that period, so ensure that you notify your users of the outage. Your system is fully functional after the upgrade is successful and the post upgrade activities are completed.

Nortel Business Communications Manager 5.0 Upgrade Guide

10 Chapter 2 Pre upgrade procedure

Upgrading an SRG50 system does not impact service to sets in Normal mode. However, if a WAN failure occurs during the upgrade process survivability is unavailable for branch office sets. Sets will be unable to connect to the server until the upgrade is complete.

Warning: Do not reboot, power cycle, or other otherwise interrupt the BCM after reaching the Apply phase of the upgrade. This can cause catastrophic failure. Wait at least 1 hour after loss of contact with Element Manager to ensure a chance for a normal upgrade to complete.

Warning: Call Pilot Manager daily and cumulative statistics will be reset during the upgrade. Please retrieve and record this data before the upgrade.

Pre upgrade tasks

Perform the following pre upgrade tasks before you begin the upgrade:

• Perform a backup of your BCM50 system: Current settings are lost if a system failure occurs during the upgrade process. Use Business Element Manager (Administration > Backup and Restore > Backup) to back up all the data on your BCM system and store it in a location other than on the BCM system. This provides you with a backup of your most recent settings in the event of a system failure during the upgrade.

If you use Network Configuration Manager (NCM) to manage your networks, you can also use NCM to automatically obtain and store a backup of the BCM systems prior to the upgrade. For more information about NCM, see the appropriate NCM documentation.

• Place the upgrade files in an appropriate location: Your upgrade files are contained in either a zipped file or on DVD.

If your upgrade files are in a zipped file, unzip the files and place them in a location accessible to the management computer and the BCM system. Nortel recommends that you place all the upgrade files in a single directory. The supported upgrade file locations are:

— USB storage device (as indicated earlier, do not use this option for BCM50 upgrades)

— My Computer

— Network folder

—FTP server

— HTTP or HTTPS server

If your upgrade files are on DVD, you can perform the BCM or SRG upgrade directly from the DVD (or DVDs) - you do not need to copy the files to another location.

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Chapter 2 Pre upgrade procedure 11

• Obtain a valid keycode for the upgrade: Before you begin the upgrade, you must have a valid keycode for your system. Use the Nortel keycode retrieval system (KRS) to view the existing features for your system and generate a BCM 5.0 or SRG 5.0 keycode file for your BCM or SRG with the required features. The generated keycode file must include the upgrade feature.

Warning: Do not attempt to add any features to your BCM system after you have downloaded the BCM 5.0 upgrade keycode until you have performed the upgrade. Any keycodes generated by KRS after the BCM 5.0 Upgrade keycode are intended for a BCM

5.0 system.

If you are upgrading an SRG system, the keycode must include the SRG feature in addition to the upgrade feature. Place this keycode file on the management computer that you are using to perform the upgrade.

For more information about keycodes, see the Keycode Installation Guide.

• Verify management computer requirements: Ensure that your management computer meets the following hardware and network requirements:

— operating system (for Element Manager): Windows XP Professional SP2, Citrix

Presentation Server 4.0, Windows 2003 Server (All Editions), Windows Server 2008, or Windows Vista.

— RAM: minimum 512 MB

— a DVD-ROM drive, or sufficient hard disk space to download the patch files.

— minimum screen resolution: 640 x 480 or greater (1024 x 768 recommended)

— color display (256 colors or greater)

— free space on your hard disk (at least 150 MB for Element Manager)—you require more

hard disk space if you are hosting the upgrade files on your management computer

— browser: Internet Explorer (IE) 7.0, or IE 8.0

— a stable power supply for the management computer (Nortel does not recommend you

perform the upgrade process from a laptop using only battery power)

— USB stick of sufficient capacity - 2 GB or greater (as indicated earlier, the USB option

should not be used for BCM50 upgrades)

— Java JRE Version 6 Update 16 or later

Nortel Business Communications Manager 5.0 Upgrade Guide

12 Chapter 2 Pre upgrade procedure

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