Avaya Business Communications Manager 6.0 Upgrade Guide

Avaya Business Communications Manager

Release 6.0

Document Status: Standard Document Number: NN40170-401 Document Version: 02.0 Date: October 2010

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Contents

Customer service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 1

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

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

What is new in BCM 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

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

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

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

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

Contents 3

Chapter 2

Pre upgrade procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Important information to note before you attempt this upgrade . . . . . . . . . . . . . . . . . . 11

Pre upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 3

Upgrading to BCM50 6.0, BCM450 6.0, and SRG50 6.0 . . . . . . . . . . . . . . . 15

Upgrading to SRG50 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Performing the BCM 6.0, or SRG50 6.0 upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Scheduling the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Verifying the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Changing the DHCP server setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Applying the keycode file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Performing the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Confirming the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 4

Upgrading the BCM200/400 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Upgrading a BCM200/400 to BCM450 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Saving your current configuration using the Data Migration Manager . . . . . . . . . 26

Saving the extracted DMM data to a .xcm file (recommended) . . . . . . . . . . . . . . 28

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Chapter 5

Post upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Post upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Upgrading client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Installing Business Element Manager for BCM 6.0 and SRG50 6.0 . . . . . . . . . . . . . . 39

Upgrading the manufacturing image to BCM 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Common troubleshooting issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Saving the extracted DMM data to an Excel file (optional) . . . . . . . . . . . . . . . . . . 29

Preparing your configuration data for migration . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Preparing to apply data to a target system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Exporting your configuration data to the upgraded BCM450 6.0 . . . . . . . . . . . . . 30

Upgrading the BCM200/400 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

If a step of the BCM 6.0 (or SRG50 6.0) upgrade fails . . . . . . . . . . . . . . . . . . . . . 43

If your BCM 6.0 (or SRG50 6.0) system does not function properly . . . . . . . . . . . 43

If your BCM 6.0 system generates a 31250 alarm after the upgrade . . . . . . . . . . 44

If your BCM 6.0 software update package does not appear on the Find Software

Updates screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

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Customer service

Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go to www.avaya.com or go to one of the pages listed in the following sections.

Navigation

• “Getting technical documentation” on page 5

• “Getting product training” on page 5

• “Getting help from a distributor or reseller” on page 5

• “Getting technical support from the Avaya Web site” on page 5

Getting technical documentation

To download and print selected technical publications and release notes directly from the Internet, go to www.avaya.com/support.

Getting product training

Ongoing product training is available. For more information or to register, you can access the Web site at www.avaya.com/support. From this Web site, you can locate the Training contacts link on the left-hand navigation pane.

Getting help from a distributor or reseller

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

Getting technical support from the Avaya Web site

The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www.avaya.com/support.

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Chapter 1

Getting started

Use this document to upgrade from:

• Business Communications Manager 50 (BCM50) 2.0, BCM50 3.0, or BCM50 5.0 software to BCM50 6.0 software

• Survivable Remote Gateway 50 (SRG50) 2.0, SRG50 3.0, or SRG50 5.0, SRG50 6.0 software

• Business Communications Manager 450 (BCM450) 1.0, or BCM 450 5.0 software to BCM450 6.0 software

• Business Communications Manager 200/400 4.0 hardware and software to BCM200/400 6.0 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

• BCM50 5.0

•SRG50 2.0

•SRG50 3.0

•SRG50 5.0

• BCM450 1.0

• BCM450 5.0

• BCM200/400 4.0

What is new in BCM 6.0

For a list of new features supported by BCM 6.0, see the System Overview Guide.

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Features not available

There are no hardware changes from BCM450 1.0 to BCM450 5.0, from BCM50 2.0, BCM50 3.0, or BCM50 5.0 to BCM50 6.0. Therefore, all new BCM 6.0 features function on a BCM50 upgraded to 6.0 or BCM450 upgraded to 6.0.

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 11 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 6.0, BCM450 6.0, and SRG50

6.0 on page 15, and Upgrading the BCM200/400 hardware on page 25.

This chapter describes:

• upgrading a BCM50 2.0, BCM50 3.0, or BCM50 5.0 system

• upgrading an SRG50 2.0, SRG50 3.0, or SRG50 5.0 system

• upgrading a BCM450 1.0, BCM450 5.0 system

• upgrading a BCM200 or BCM400 to BCM 6.0

• 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 37.

This chapter describes:

• verification of upgraded data on your system

• manual entry of any parameters that are not automatically upgraded

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Chapter 1 Getting started 9

• reinstallation of all client applications supported by BCM 6.0 on all desktop systems

• upgrading the Factory Image to 6.0.

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 Business 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, BCM50 5.0 backup with BCM50 6.0 software, or a BCM450 1.0, or BCM450 5.0 backup with BCM450 6.0 software.

Before beginning your BCM 6.0 upgrade, Avaya strongly recommends that you install the current manufacturing image if this was not done after an earlier upgrade. 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.

Note: There is no installable Release 2.0 Factory Image for a BCM50 or SRG50 that has been upgraded from Release 1.0. Only systems manufactured with Release

2.0 software came with the Release 2.0 Factory Image. Therefore, if you perform a Level 2 Reset on a BCM50 2.0 that was manufactured as BCM50 1.0 and was later upgraded, the upgraded BCM50 2.0 downgrades back to a BCM50 1.0.

• 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, Avaya recommends that you do not attempt the upgrade through the dial-up modem.

• 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.

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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.

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, Avaya 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

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 Business 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 BCM 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. Avaya recommends that you place all the upgrade files in a single directory. The supported upgrade file locations are:

— USB storage device (BCM450 upgrades only)

— 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 13

• Generate and apply the Unified Messaging keycode: If you are upgrading a BCM400 system to a BCM450 system, ensure that the BCM400 system Unified Messaging keycodes are generated and applied if you want to migrate your voicemail message configuration. This should be done before generating the upgrade keycode.

• Obtain a valid keycode for the upgrade: Before you begin the upgrade, you must have a valid keycode for your system. Use the Avaya keycode retrieval system (KRS) to view the existing features for your system and generate a BCM 6.0 or SRG 6.0 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 6.0 upgrade keycode until you have performed the upgrade. Any keycodes generated by KRS after the BCM 6.0 Upgrade keycode are intended for a BCM

6.0 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 Business Element Manager): Windows XP Professional SP2, Citrix

Presentation Server 4.0, Windows 2003 Server (All Editions), Windows Server 2008, Windows Server 2008 Release 2, Windows Vista, or Windows 7 (32 bit or 64 bit versions).

— 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 Business 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 (Avaya 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

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