Avaya Call Management System User Manual

Avaya Call Management System (CMS)

Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express (CUE)

Comcode 700289390

December 2003

Compas ID 99956

Issue 1.0

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation

List.

Providing telecommunications security

Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.

Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").

An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

• Use (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security

The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their interfaces

• Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Warra nty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:

http://www.avaya.com/support

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Trademarks

Avaya is a trademark of Avaya Inc.

All trademarks identified by the trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

or ™ are registered trademarks or

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com

List.

Comments

To comment on this document, send e-mail to crminfodev@avaya.com

Acknowledgment

This document was written by the CRM Information Development group.

Avaya Call Management System (CMS)

Release 12

Sun Enterprise 3500 Computer

CMS Upgrade Express (CUE)

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Frequently asked questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Customer support for the United States. . . . . . . . . . . . . . . . . . . . . . . . . 6

Technician support for the United States . . . . . . . . . . . . . . . . . . . . . . . . 6

Customer and technician support outside the United States . . . . . . . . . . . . . . . 6

Preparing for the upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Verifying that the customer has prepared their system for an upgrade . . . . . . . . . . . 8

Required documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Remote support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Trouble escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Switch compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Hardware additions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Software considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Customization issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Disk mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Parts list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Checking for printer requests and large mail files. . . . . . . . . . . . . . . . . . . . . 12

Checking for ACD 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Checking for a symbolic link between /etc/hosts and /etc/inet/hosts . . . . . . . . . . . . 14

Extracting the customer’s administration and options . . . . . . . . . . . . . . . . . 17

Removing and replacing disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Disk upgrade procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Removing and labeling the old disk drives . . . . . . . . . . . . . . . . . . . . . . . 32

Installing the new boot disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Booting up the system with the new boot disk drive . . . . . . . . . . . . . . . . . . . 35

Verifying that the system recognizes the new boot disk drive . . . . . . . . . . . . . . 38

Checking the status of the boot disk drive . . . . . . . . . . . . . . . . . . . . . . . 38

Checking the status of the tape drives . . . . . . . . . . . . . . . . . . . . . . . . . 39

Verifying that the upgrade can continue . . . . . . . . . . . . . . . . . . . . . . . . 39

Issue 1.0 December 2003 3

Contents

Copying and activating the customer’s administration and options . . . . . . . . . 41

Installing CMS patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Copying customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Checking file differences between the old system and the new system . . . . . . . . . . 47

Verifying files using pkgchk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Comparing directory and file permissions. . . . . . . . . . . . . . . . . . . . . . . . 48

Linking the /etc/hosts file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Installing the remaining disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Verifying that the system recognizes all disk drives. . . . . . . . . . . . . . . . . . . . 51

Checking the status of the disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Activating customer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Recovering from failed installation scripts . . . . . . . . . . . . . . . . . . . . . . 58

Removing temporary ACD 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Turning on CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Verifying that CMS is operating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Checking “manual merge” discrepancies . . . . . . . . . . . . . . . . . . . . . . . . 62

Checking Free Space Allocation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Turning on Visual Vectors server (optional) . . . . . . . . . . . . . . . . . . . . . . . 64

Updating the switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Setting the Informix configuration parameters . . . . . . . . . . . . . . . . . . . . . . 65

Removing the upgrade files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Migrating customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Migrating system administration data. . . . . . . . . . . . . . . . . . . . . . . . . . 67

Migrating agent and call center administration data . . . . . . . . . . . . . . . . . . . 69

Resetting the CONSOLE parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Replacing the customer’s tapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Checking the status of the disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Turning the upgraded system over to the customer. . . . . . . . . . . . . . . . . . . . 72

4 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Preface

Overview

Avaya Call Management System (CMS) Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express (CUE) is written for technicians who are upgrading an Enterprise 3500

computer from CMS R3V6, R3V8, R3V9, R3V11, or R12 to CMS R12.

Note: CUE cannot be used to upgrade a Sun SPARCserver, Ultra 5, or

Note:

Enterprise 3000 computer to R12. You must follow the procedures found in Avaya CMS Release 3 Version 11 Platform Upgrade and Data Migration to upgrade to CMS R12.

Support

If you need assistance with a problem, use the support information and help lines presented below.

Frequently asked questions (FAQs)

For solutions to common problems, customers and Avaya technicians can access technical support FAQs at:

http://www.avaya.com

Select Support > Call Center/CRM and select the product for which you need support. Please check this information before you call in a trouble ticket. Doing so could save you time and money.

Customer support for the United States

Customers can report problems and generate trouble tickets by calling:

1-800-242-2121

The customer is prompted to identify the type of problem (that is, Automatic Call Distribution, hardware, or Avaya CMS) and is then connected to the appropriate service organization.

Technician support for the United States

Avaya technicians can receive help by calling:

1-800-248-1234

Customer and technician support outside the United States

For customer and technician support outside the United States, see the Avaya Web site:

http://www.avaya.com

Select Support > Escalation Lists. For escalation telephone numbers outside the United States, select Global Escalation List.

6 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Preparing for the upgrade

Before you begin a CUE upgrade, use the following checklist of topics to prepare for the upgrade:

Topic

Verifying that the customer has prepared their system for an upgrade

Required documentation

Remote support

Trouble escalation

Switch compatibility

Hardware additions

Software considerations

Customization issues

Disk mirroring

Parts list

Checking for printer requests and large mail files

Checking for ACD 1

Checking for a symbolic link between /etc/hosts and /etc/inet/hosts

on page 11

on page 8

on page 11

on page 8

on page 9

on page 10

on page 12

on page 13

on page 8

on page 14

Issue 1.0 December 2003 7

Preparing for the upgrade

Verifying that the customer has prepared their system for an upgrade

Before a CUE upgrade begins, maintenance backups and a CMSADM backup must be done by the customer. If the customer has not done these backups, the upgrade cannot begin. Refer the customer to Avaya Call Management System (CMS) Release 12 CMS Upgrade Express (CUE) Customer Requirements. Verify that the backups have been done as described in the Customer Requirements document before you begin the upgrade.

Required documentation

The site technician must have a copy of these instructions before beginning the upgrade.

Remote support

All upgrade procedures are done at the customer site. However, when the upgrade is being supported by remote personnel, such as CMS Provisioning, the system commands used in this document should be done by the remote personnel so that they can monitor the progress of the upgrade. Run the commands from the local console only when instructed to do so, or when there is no remote support.

Trouble escalation

If problems occur during the upgrade procedure:

1. Escalate the problem through normal channels.

2. Inspect the upgrade log file that is located at /var/log/cvuelog.

3. If the problem persists, shut down the system, reinstall the customer’s old disk configuration, and bring the system back up under the old CMS load.

8 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Switch compatibility

CMS R12 does not support R7 and earlier switches. When upgrading to CMS R12, the switch must be at least R8 or later. If the current switch is administered in CMS as R7 or earlier, the upgrade extract tool will recognize this incompatibility and require you to select a newer switch model before the upgrade can continue.

CMS R12 does not support X.25 switch links. The upgrade extract tool will recognize this incompatibility and require you to enter a host name or IP address and TCP port before the upgrade can continue. Determine the host name or IP address and TCP port before you begin the upgrade.

Note:

Note: If the host name or IP address and TCP port information is not known during

the CUE upgrade, you can enter fictitious information to get through the upgrade, but the switch links will not become active until you go back and update the switch setup information with accurate information.

Switch compatibility

Hardware additions

Avoid hardware additions whenever possible during an upgrade. For example, if the customer wants to increase the amount of RAM that is in the computer, add it only after verifying that the upgrade was successful. Install the RAM as described in the maintenance and troubleshooting document for the computer.

Issue 1.0 December 2003 9

Preparing for the upgrade

Software considerations

In addition to the standard set of software installed during a CUE upgrade, the customer may also purchase the latest version of the Informix SQL software. You must confirm whether the customer has purchased this software so you can properly answer questions during the extract process. See the SAP order to verify this information.

The customer may also purchase the latest version of the Open Database Connectivity (ODBC) software. You must confirm whether the customer has purchased this software so you can properly answer questions during the extract process. See the SAP order to verify this information.

Whether or not the customer has purchased Visual Vectors server software, it will be installed during the upgrade. Any existing layout files will be saved during the upgrade.

Customization issues

If the customer’s CMS computer has third-party software or customization that was added to the standard set of CMS-related software, such as pseudo-ACDs, those software packages and customizations are not preserved by the upgrade process. The customer or PSO must collect, reinstall, recompile, and reconfigure any non-standard CMS software after the upgrade is completed and approved.

The customer data copied during the upgrade procedure includes information such as the following:

● License information

● User login IDs and passwords

● System name and IP address

● Serial printer administration

● CMS administration, setup, and authorizations

For a complete list of the files copied during the upgrade, see the /var/log/cvuelog file after the upgrade is complete. A copy of the old system’s /etc/vfstab file is saved in the cvuelog file.

10 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Disk mirroring

The CUE process can be used to automatically add disk mirroring to a nonmirrored system. However, the CUE upgrade kit used with the procedures in this document cannot be used to add mirroring to the system.

If the customer has purchased additional disk drives for the purpose of adding mirroring independent of the CUE process, you must first upgrade the computer using the CUE nonmirrored upgrade process before you manually add mirroring to the system.

Important:

Important: During the CUE upgrade, do not insert any disks that were not part of the

CUE kit.

After you have completed the CUE nonmirrored upgrade process, use the instructions given in CMS R12 Software Installation, Maintenance, and Troubleshooting, 585-215-117, to add mirroring to the system.

Disk mirroring

Parts list

The following parts are delivered to the customer’s site:

● One boot disk drive (labeled “Boot Disk - Slot 0”)

● Optionally, up to three blank formatted data disk drives which will become the additional

data disk drives

● The following blank tapes (only one is used for the upgrade):

● Upgrade tool CD-ROM

● Blank labels that are used to label the old disk drive configuration

● A complete set of system software on CD-ROM, including:

The quantity of optional data disks depends on how many the customer ordered.

- One 170-meter, 8-millimeter, Mammoth blank tape

- One DDS4, 20/40-GB, 4-millimeter blank tape

- R12 CMS

- R12 Supplemental Services

- Solaris 9 Upgrade

- Informix IDS

Issue 1.0 December 2003 11

Preparing for the upgrade

- Informix ILS

- Informix SQL (optional)

- Open Database Connectivity (ODBC) (optional)

- Hardware Drivers

- Visual Vectors Server

- Call Center 2.0 and CMS R12 Documentation Library

Important:

Important: The release numbers on the upgrade tool CD-ROM and the CMS software

CD-ROM must match the release numbers that are labeled on the new boot disk drives. If the release numbers do not match, escalate through normal channels. The following table shows an example of how the CD-ROMs and disks are labeled.

Upgrade tool CD-ROM CMS CD-ROM Boot disk drives

v12cue1d.1 For r3v12ad.d

Load: r3v12ad.d Comcode XXXXXXXXX

R12 - Issue 1.0 For CMS r3v12ad.d Use CUE v12cue1d.1 Boot Disk

Checking for printer requests and large mail files

The upgrade extract process first copies the files that are being migrated to the /var/tmp/new directory for the new system, then copies the files to tape. If the system does not have enough disk space to create this first copy to /var/tmp/new, the system may run out of space and the extract will fail.

Before you continue with the upgrade, check the following directories for old print requests and large, unneeded mail files that may be taking up space:

● /var/spool/lp/requests/<uname>

● /var/spool/lp/tmp/<uname>

● /var/mail/root

● /var/mail/root2

● /var/mail/cms

Delete any unneeded files.

12 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Checking for ACD 1

The upgrade tool cannot upgrade a system where ACD 1 is not administered.

To determine if the system does not have ACD 1 administered:

1. Log on to CMS.

2. Select System Setup > Switch Setup > List All to display a list of the administered

ACDs. This list will show if ACD 1 is not administered.

3. To add temporary ACD 1:

a. Enter:

cmsadm

b. Select the number that corresponds to the acd_create option.

This adds the first unassigned ACD, which will be ACD 1.

c. Enter the switch name and switch model, enable vectoring, enable disconnect

supervision, and enter 1 for the local port and enter 1 for the remote port.

Checking for ACD 1

d. When you select a link device, use either TCP/IP with an invalid IP address, or use

X.25 and select one of the loopback links. Since the ACD is deleted after the upgrade, it is acceptable to assign an invalid IP address or loopback link.

e. For the remaining options, use the defaults or minimum values.

Issue 1.0 December 2003 13

Preparing for the upgrade

Checking for a symbolic link between /etc/hosts and /etc/inet/hosts

If the CUE extract process detects a unique /etc/hosts file and a unique /etc/inet/hosts file, the process cannot merge the differences between the two

"hosts" files. The /etc/hosts file must be a symbolic link to /etc/inet/hosts.

To determine if the /etc/hosts file is a symbolic link to the /etc/inet/hosts file:

1. Enter:

ls -l /etc/hosts

A message similar to the following should be displayed:

lrwxrwxrwx 1 root root 12 Feb 23 2002 /etc/hosts -> ./inet/hosts

2. Do one of the following:

● If a symbolic link for /etc/hosts to ./inet/hosts is displayed (similar to what is

shown above), continue with Extracting the customer’s administration and

options on page 17.

● If the system does not display a symbolic link for /etc/hosts to ./inet/hosts

and the system is operating properly, continue with Step 3.

3. Enter:

ifconfig -a

A message similar to the following is displayed:

hme0: flags=1000843<UP,BROADCAST,RUNNING,MULTICAST,IPv4> mtu 1500 index 2

inet 192.168.2.1 netmask ffffff00 broadcast 192.168.2.255 ether 8:0:20:7b:ab:dc

4. Enter:

more /etc/hosts

A message similar to the following is displayed:

127.0.0.1 localhost

192.168.2.1 cvue loghost cvue.tmpdomain.org

14 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Checking for a symbolic link between /etc/hosts and /etc/inet/hosts

5. Compare the host network information from the /etc/hosts file to the output of the network information displayed with the ifconfig command. If the host IP addresses match (as highlighted in the above examples), the /etc/hosts file is probably the correct hosts file. However, since multiple administrators may have independently modified either file, both files could contain important information.

After the CUE copy process, you will need to ensure that the /etc/hosts file and symbolic link are restored to their proper state. Inform the customer that two independent hosts files exist on the original system. Let the customer know that both files will be preserved, but that the customer is responsible for merging any relevant information into the /etc/inet/hosts file after the upgrade.

The /etc/hosts file from the original system will be preserved as /manual_merge/etc/hosts on the new system. The /etc/inet/hosts file from the original system will be preserved as /etc/inet/hosts on the new system. Instructions for moving the /etc/inet/hosts file to /etc/inet/hosts.orig are provided later in this document.

Issue 1.0 December 2003 15

Preparing for the upgrade

16 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Extracting the customer’s administration and options

To minimize the time that the system is out of service during the upgrade, you can extract the customer’s administration and options while the system is operating, but do not allow the customer to make any administration changes once the extract process begins.

Important:

Important: If the upgrade is being supported by remote personnel, such as CMS

Provisioning, stop here and contact the provisioning group. When the upgrade is being supported by remote personnel, the system commands in this section are for use by remote personnel to monitor the progress of the upgrade. Run the commands from the local console only when instructed to do so, or when there is no remote support.

To extract the customer’s administration and options:

1. For the tape being used with the upgrade, check for the following:

● Make sure that you are using the correct tape.

● Make sure that the tape is not write-protected.

2. Label the blank tape “Upgrade Extract,” and insert the tape into the tape drive.

Important:

Important: If the system has more than one tape drive, the upgrade program defaults to

the tape drive that has a tape installed and that has the lowest SCSI ID. To help prevent using the wrong tape drive, remove the tapes from any other tape drives.

3. Note the original position of the key switch. You must return the key switch to this original position later during the upgrade.

Issue 1.0 December 2003 17

Extracting the customer’s administration and options

4. If the key switch is in the “Locked” or “Diagnostics” position, move the key switch to the vertical “On” position. See the following figure.

key_switch.cdr

5. Log on as root.

6. Enter:

cd /

7. Load the upgrade tool CD-ROM.

The File Manager window may open. Click the cursor in an XTERM window.

8. After waiting about 15 seconds, enter mount to verify that the CD-ROM is detected.

A list of devices and file systems that are currently mounted is displayed. The final line should show something similar to the following:

. .

/cdrom/r12cue on /vol/dev/dsk/cNt6d0/r12cue read only/XX/XX/XX on

9. Enter the following commands:

cd /cdrom/cdrom0

./cvue_extract

The extract process begins. A message similar to the following is displayed:

Using /var/tmp/new as temporary directory. CUE VERSION: v12cue1X.N Current CMS Version is : r3vNNxx.x Checking for valid platform (get_server_platform)

18 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

10. The extract process first verifies whether the platform you are upgrading is supported by CMS R12. One of the following occurs:

● If the platform is supported for CUE upgrades, the following message is displayed

and the process continues with Step 11.

Your system is a(n) Platform_Type. This platform is supported by CMS R12.

● If the platform is not supported, a message similar to the following is displayed. You

cannot continue with the CUE upgrade:

Your system is <a(n) Platform_Type or not supported>. This platform is no longer supported by CMS R12. Please read the message that follows ...

ERROR: You have chosen to upgrade to CMS R12 from a CMS platform no longer supported by CMS R12. Please consult the Avaya CMS R3V11 Platform Upgrade and Data Migration manual for instructions on migrating data from unsupported CMS platforms.

Exiting CMS Upgrade Express ...

11. The extract process then verifies whether the CMS load you are upgrading from can be upgraded to CMS R12 using CUE. One of the following occurs:

● If the CMS load is supported for CUE upgrades, the following message is displayed

and the process continues with Step 12.

Continuing with CMS Upgrade Express ...

● If the CMS load is not supported, a message similar to the following is displayed and

you cannot continue with the CUE upgrade:

You have chosen to upgrade to CMS R12 from a CMS version no longer supported by CUE. Please consult the Avaya CMS R3V11 Platform Upgrade and Data Migration manual for instructions on migrating data from unsupported CMS versions.

Exiting CMS Upgrade Express ...

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Extracting the customer’s administration and options

12. The following message about supported tape drives is displayed:

##### WARNING ##### Only the following tape drives will be supported in CMS R12:

SCSI cartridge tape - 4-8 GB (SLR5) SCSI 8mm tape - 14 GB SCSI 4mm or 8mm tape - 20-40 GB

You must use a supported tape drive to continue with the CUE upgrade.

Please enter (q) to quit, any other key to continue:

13. Do one of the following:

● If the tape drive you are using is not supported, press q. Restart the extract process

after installing a supported tape drive.

● If the tape drive you are using is supported, press Enter to continue.

Tip:

Tip: If you want to track the progress of the extract from a different XTERM

window, or from a remote or local terminal, use the following command:

tail -f /var/tmp/new/var/log/cvuelog

14. The extract process next checks the tape and the tape drive to determine if the tape is defective, write-protected, or not compatible with the tape drive. The following message is displayed:

Testing tape on /dev/rmt/N..

15. One of the following occurs:

● If the tape and tape drive are operational, no error messages are displayed and the

extract continues with Step 16.

● If the tape or tape drive are not operational, messages similar to the following are

displayed:

tar: /dev/rmt/N: Permission denied Tape test failed!! Could not write and then read a file from the tape at /dev/rmt/N. Check the following items for possible problems:

Verify the tape is not write-protected Verify the correct type of tape is in the tape drive Verify the tape is not defective

/cvue_extract[982]:TAPETESTFAILED:not found

Make sure the tape is not write-protected and is the correct tape for the tape drive. Try cleaning the tape drive or using a different tape and start over with Step 1.

20 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

16. The extract process next runs the CMS converter tool. Messages similar to the following are displayed:

Admin data will be spooled to /dev/rmt/N Converter started <timestamp> /var/tmp/new/adminsave/cmsadmin.saved

. Converter completed successfully <timestamp> Converter completed successfully.

17. The extract process next checks to see if ACD 1 is administered. One of the following occurs:

● If error messages are not displayed, ACD 1 is administered, and the extract

continues with Step 18.

● If the following error messages are displayed, ACD 1 is not administered, and you

must temporarily add ACD 1:

ERROR: ACD 1 is currently administered as a skipped ACD. CUE cannot upgrade when ACD 1 is a skipped ACD. Please run cmsadm, add a temporary ACD 1, then run “./cvue_extract” again. #

To add temporary ACD 1:

i. Enter:

cmsadm

ii. Select the number that corresponds to the acd_create option.

This adds the first unassigned ACD, which will be ACD 1.

iii. Enter the switch name and switch model, enable vectoring, enable disconnect

supervision, and enter 1 for the local port and enter 1 for the remote port.

iv. When you select a link device, use either TCP/IP with an invalid IP address, or

use X.25 and select one of the loopback links. Since the ACD is deleted after the upgrade, it is acceptable to assign an invalid IP address or loopback link.

v. For the remaining options, use the defaults or minimum values.

vi. Return to Step 9 and start the extract process again.

Issue 1.0 December 2003 21

Extracting the customer’s administration and options

18. CMS R12 supports switch releases R8 and later, so the switches (ACDs) may need to be upgraded when the CMS is upgraded to R12. The extract process checks each ACD to see if any of them are administered with a switch model of R7 or earlier. One of the following occurs:

● If all of the ACDs are supported by R12, the extract continues with Step 20.

● If any ACD is administered using an unsupported switch model, the following

messages are displayed and the extract continues with Step 19:

The switch release Definity-<release> administered for <acd_name> (ACD <acd number>) is no longer supported.

Select the model of switch for this ACD:

1) Definity-R8

2) Definity-R9/R10

3) MultiVantage R1

4) Communication Mgr R2

Enter choice (1-4, or q to quit):

19. Enter the upgraded switch model for the ACD. One of the following occurs:

● If another ACD is administered using an unsupported switch model, the extract

returns to Step 18.

● If no other ACDs are administered using an unsupported switch model, the extract

continues with Step 20.

20. CMS R12 supports switch links that use TCP/IP only (CMS R12 does not support X.25 links), so the switch link may need to be upgraded when the CMS is upgraded to R12. The extract process next checks to see if any ACD switch links use X.25. One of the following occurs:

● If no ACDs use X.25 for the switch link, the extract continues with Step 26.

● If any ACD uses an X.25 switch link, the following messages are displayed and the

extract continues with Step 21:

Check switch connections (check_x25_con)

WARNING: CMS R12 no longer supports X.25 as a valid switch connection.

ACD <acd_name> (ACD <acd number>) is linked via X.25 but now requires a TCP/IP connection. Please provide TCP/IP information in the prompts that follow:

Enter switch host name or IP Address or q to quit:

22 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

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