Nortel CC MIS, CC MIS 5.2 User Manual

Download

Call Center Management Information System

CCMIS Release

CC MIS

Maintenance

5.2

Preliminary 297-2671-545.05.05

Maintenance Interface

User’s Guide

CC MIS

NOTICE: Notwithstanding any explicit confidentiality or proprietary markings to the contrary, the information contained in this document has been reviewed and approved for public disclosure by Nortel. However, the access to, use and disclosure of this document and the information contained therein continue to be subject to copyright and other restrictions, conditions and limitations as detailed in the Terms of Use. (http://www.nortel.com/help/legal/index.html)

CC MIS Maintenance and Administration Guide

__________________________________

Maintenance Interface

CC MIS Release 5.2 NTP: 297-2671-545.05.05 Status: Preliminary Date: January 2002

____________________________________

NORTEL NETWORKS CONFIDENTIAL:

The information contained in this document is the property of Nortel Networks (formerly Northern Telecom, Inc.). Except as specifically authorized in writing by Nortel Networks, the holder of this document shall keep the information contained herein confidential and shall protect same in whole or in part from disclosure and dissemination to third parties and use same for evaluation, operation, and maintenance purposes only.

Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

DMS and Meridian are trademarks of Nortel Networks. HP, HP RuggedWriter, and HP LaserJet are trademarks of Hewlett-Packard Corporation. GRAFSMAN is a trademark of Soft-tek International. Reflection 4+ is a trademark of Walker, Ritchie & Quinn, Inc. System V/88 and Veritas are trademarks of Motorola C orporation. Windo ws, Windows 95, and Windows NT are trademarks of the Microsoft Corporation. Other trademarks, product names, and servicemarks contained in this guide are property of their respective companies or owners.

European Regulatory Compliance and CE Marking:

The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/336/EEC for ElectroMagnetic Compatibility and 73/23/EECfor Safety.

This product is intended for deployment in a light industrial, non-domestic environment and complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is class A equipment, in a domestic environment this equipment may cause radio interference in which case the user may be required to take adequate measures.

Printed in the United States of America.

Page ii CC MIS Maintenance Guide

Publication History

January 2002

Preliminary version for Testing Group and VO Sites Release 5.2.

CC MIS Maintenance Guide iii

CC MIS

Publication History

Release 5.2

297-2671-545

Contents

About this Guide ...................................................................................intr-1

Acronyms ................................................................................................................intr-4

Terms ......................................................................................................................intr-5

Networked CC MIS ...............................................................................................1-1

Introduction ...........................................................................................1-1

Features Added in Release 4 .................................................................................1-3

Features Added in Release 5.0 ..............................................................................1-6

Features Added in Release 5.1 ..............................................................................1-6

Features Added in Release 5.2 ..............................................................................1-6

SNMP feature .........................................................................................................1-7

Operating System Configuration command .......................................................1-7

Required Database Information ...........................................................................1-8

Modes of Operation ...............................................................................................1-8

Introduction to Release 5 ......................................................................................2-1

Installing CC MIS Release 5 ................................................................2-1

Installing Release 5 ................................................................................................2-2

Configurable Intervals .......................................................................................2-9

CC MIS Maintenance Guide i

CC MIS

Release 5.2

Contents

Installing Release 5 on New System .....................................................................2-10

New system ........................................................................................................2-10

Upgrade 3.x to 5.x ..................................................................................................2-11

Re-calculating data storage parameters ..............................................................2-11

Database upgrades .................................................................................................2-11

Preparing supervisor interface to CC MIS .........................................................2-11

Introduction to maintenance interface ................................................................3-1

Maintenance and administration menus ............................................................. 3-1

Selecting menu items .........................................................................................3-1

User interface screens ........................................................................................3-1

Accessing maint functions ....................................................................3-1

Accessing pop-up menus ...................................................................................3-2

Paging through a screen or menu .......................................................................3-2

Selecting a menu item ............................... ...... ...................................................3-2

Control commands .............................................................................................3-2

The role of the input/output line ........................................................................3-2

PF keys and commands .....................................................................................3-2

Menu map ...............................................................................................................3-3

Effect of the CC MIS operating state on the menu system ................................3-3

Setting up a new CC MIS system (overview) ......................................................3-4

Logging in ...............................................................................................................3-5

Constraints ......................................................................................................... 3-5

Guidelines .......................................................................................................... 3-6

Accessing on-line help ...........................................................................................3-7

Accessing help in menus ........................................................................................3-7

Accessing the help in screens ............................................................................3-8

Changing your password ......................................................................................3-9

Guidelines .......................................................................................................... 3-9

Logging out ............................................................................................................3-11

Guidelines .......................................................................................................... 3-11

Maintenance menus and screens ..........................................................................3-12

Maintenance and administration main menu .....................................................3-12

Configuration menu ...........................................................................................3-12

System upgrade utility menu .............................................................................3-13

Backup and restore menu ...................................................................................3-13

Run state utilities menu .....................................................................................3-14

Diagnostics menu ...............................................................................................3-14

Introduction ...........................................................................................................4-1

Shut down CC MIS ...............................................................................................4-1

Shutdown, Startup, and Power down .................................................4-1

Start up CC MIS ....................................................................................................4-2

Start up/shut down partitions .............................................................................4-2

Power down CC MIS ...................................... ...... ..... ........................................4-2

Shut down CC MIS ...............................................................................................4-2

Start up CC MIS ....................................................................................................4-4

Power down CC MIS .............................................................................................4-5

Power up the CC MIS system ...............................................................................4-6

Power failures ........................................................................................................ 4-7

CC MIS was not running ...................................................................................4-7

CC MIS was running .........................................................................................4-7

Introduction ...........................................................................................................5-1

CC MIS Maintenance Guide ii

CC MIS

Release 5.2

Contents

Backing up and Restoring data ..........................................................5-1

Using the DAT drive for backups ........................................................................5-2

Write-protecting your DAT ...............................................................................5-3

Backing up customer data ....................................................................................5-4

Automatic backups ............................................................................................5-5

Manual backups .................................................................................................5-5

Backup screen commands ..................................................................................5-6

Constraints ......................................................................................................... 5-7

Guidelines .........................................................................................................5-8

Restoring customer data from tape .....................................................................5-9

Constraints ......................................................................................................... 5-9

Introduction ...........................................................................................................6-1

Configuring the CC MIS system ........................................................6-1

Accessing the Configuration main menu .............................................................6-2

Guidelines .......................................................................................................... 6-2

System Configuration ............................................................................................6-3

Guidelines .......................................................................................................... 6-4

Field descriptions ............................................................................................... 6-4

Port Allocation .......................................................................................................6-6

Constraints ......................................................................................................... 6-6

Guidelines .......................................................................................................... 6-7

Switch link configuration ......................................................................................6-8

Guidelines .......................................................................................................... 6-8

Command menu options ....................................................................................6-9

Live link .............................................................................................................6-9

Simulator link ....................................................................................................6-10

Terminal Server Configuration ............................................................................6-11

Guidelines .......................................................................................................... 6-11

Adding a Terminal Server .................................................................................6-12

Configuring a Terminal Server ..........................................................................6-12

Editing a field ....................................................................................................6-13

SNMP configuration ..............................................................................................6-14

Field descriptions ............................................................................................... 6-15

Guidelines .......................................................................................................... 6-16

System configuration reports ...............................................................................6-17

Introduction ...........................................................................................................7-1

Partitions (local) ....................................................................................7-1

Operating modes ................................................................................................7-2

Requirements for a running state .......................................................................7-3

Partition configuration commands .....................................................................7-3

Partition configuration options ..........................................................................7-4

Adding a Partition ..............................................................................................7-5

Guidelines .......................................................................................................... 7-5

Deleting a Partition ............. ..... ...... ....................................................................7-6

Partition options ....................................................................................................7-7

Guidelines .......................................................................................................... 7-12

Disk Allocation .......................................................................................................7-13

Guidelines .......................................................................................................... 7-14

Storage calculator ..................................................................................................7-16

Guidelines .......................................................................................................... 7-16

CC MIS Maintenance Guide iii

CC MIS

Release 5.2

Contents

Changing data storage parameters ......................................................................7-17

Guidelines .......................................................................................................... 7-17

Interval Configuration ................ ...... ....................................................................7-18

Issues Concerning Interval Lengths ...................................................................7-18

Connection parameters .........................................................................................7-19

Guidelines .......................................................................................................... 7-20

Serial Terminals .....................................................................................................7-21

Add, Delete, or Change .....................................................................................7-21

Guidelines .......................................................................................................... 7-22

Printers ...................................................................................................................7-23

Constraints ......................................................................................................... 7-23

Guidelines .......................................................................................................... 7-24

Changing a printer definition ............................................................................... 7-25

Guidelines .......................................................................................................... 7-25

Removing a printer from the system ...................................................................7-26

Guidelines .......................................................................................................... 7-26

Wallboards ............................................................................................................. 7-27

Constraints ......................................................................................................... 7-27

Guidelines .......................................................................................................... 7-28

Changing a wallboard's configuration ...............................................................7-28

Removing a wallboard from the system ............................................................7-28

LAN Terminals ............................ .................................................................... ......7-29

Adding LAN Terminals .....................................................................................7-30

Deleting LAN Terminals .......................... ...... ...... .............................................7-30

Supervisor Privileges .................................... ...... ...................................................7-31

Guidelines .......................................................................................................... 7-31

Display privileges ..............................................................................................7-32

Report privileges ................................................................................................7-32

Configuration control privileges ........................................................................7-33

Supervisor privileges .........................................................................................7-34

Administration privileges ..................................................................................7-34

Data Access Priviledges ....................................................................................7-35

Supervisor override privileges ...........................................................................7-35

Partition Startup/Shutdown .................................................................................7-37

Guidelines .......................................................................................................... 7-38

Configuring a PC to receive data export files .....................................................7-39

Introduction to Networked CC MIS ................................................... ..... ............8-1

Networked CC MIS .............................................................................8-1

Overview of a Network .........................................................................................8-2

Views in the Network ............................................................................................8-2

Steps for Establishing a Network .........................................................................8-3

System Configuration ............................................................................................8-4

Guidelines .......................................................................................................... 8-5

Field descriptions ............................................................................................... 8-5

Physical Network Configuration ..........................................................................8-7

Adding a node to the physical network ...............................................................8-9

Deleting a node from the physical network .........................................................8-10

Switch Link Configuration ...................................................................................8-11

Partition Configuration .........................................................................................8-11

Guidelines .......................................................................................................... 8-15

Deleting a Partition ............. ..... ...... ....................................................................8-16

Partition configuration options ..........................................................................8-17

CC MIS Maintenance Guide iv

CC MIS

Release 5.2

Contents

Disk Allocation .......................................................................................................8-18

Virtual Network Configuration ............................................................................8-19

Partition options .................................................................................................8-22

Guidelines .......................................................................................................... 8-25

Introduction ...........................................................................................................9-1

Monitoring system functions ...............................................................9-1

Accessing the diagnostics menu ........................................................................9-2

Displaying free disk space .....................................................................................9-3

File transfer ............................................................................................................9-4

Testing the input/output ports ..............................................................................9-6

Test individual I/O ports ......................................................................................9-7

Logs .........................................................................................................................9-8

Viewing a log ............................................................. ........................................9-10

Monitoring a log ................................................................................................9-11

Printing a log ......................................................................................................9-12

Cancelling the log printout ................................................................................9-12

View system monitor .............................................................................................9-13

Program status ........................................................... ...... ..................................9-13

Lock status .........................................................................................................9-17

Partition status ...................................................................................................9-19

Port status ....................................... ...... ..... .........................................................9-21

CPU utilization status ........................................................................................9-23

Additional System Monitor Screens .................................................................. 9-25

Physical Node Status .........................................................................................9-25

Virtual Node Status ............................................................................................9-25

Resetting the modem port ..................................................................................9-26

Link trace ...............................................................................................................9-27

Starting / Stopping the link trace .......................................................................9-30

Viewing the link trace ........................................................................................9-30

Viewing the translated link trace .......................................................................9-31

Using the Search function ..................................................................................9-31

Search Instructions .............................................................................................9-32

Printing the link trace .........................................................................................9-33

Printing the translated link trace ........................................................................9-33

Cancelling link trace printing ............................................................................9-34

Select different link ............................................................................................9-34

TCP / IP Switch Link Diagnostics ........................................................................9-36

Checking a switch link .......................................................................................9-36

X.25 Diagnostics .....................................................................................................9-37

Checking an X.25 link .......................................................................................9-37

Disabling an X.25 link .......................................................................................9-38

Enabling an X.25 link ........................................................................................9-38

Cancel X.25 link check .....................................................................................9-39

Initializing an X.25 link .....................................................................................9-39

Physical Network Login ........................................................................................9-40

Introduction ...........................................................................................................10-1

Configuration Updates ........................................................................10-1

Introduction ...........................................................................................................11-1

CC MIS software upgrades ...............................................................11-1

CC MIS Maintenance Guide v

CC MIS

Release 5.2

Contents

Software upgrades .............................................................................................11-2

Load new software version ................................................................................... 11-2

.................................................................................................................................11-5

Installing a New Keycode on CC MIS 5.0 System ..............................................11-6

Introduction ...........................................................................................................12-1

SNMP transfer ......................................................................................12-1

Guidelines .......................................................................................................... 12-2

Changing OS configuration ..................................................................................13-1

Operating System Config ....................................................................13-1

Adding a Unix printer ........................................................................................13-2

Deleting a Unix printer ......................................................................................13-4

Adding disk(s) command ...................................................................................13-4

Changing Time Zone settings ............................................................................13-5

Making direct changes to the OS configuration ................................................13-6

Getting help .......................................................................................................13-7

Preventive maintenance ........................................................................................14-1

Check filter .......................................................................................................14-1

Preventive maintenance ......................................................................14-1

Tape rotation ......................................................................................................14-2

DAT head cleaning ............................................................................................14-2

Technical specifications ........................................................................A-1

Real-time performance ......................................................................................A-1

Reliability ..........................................................................................................A-1

Consistent configuration data ............................................................................A-1

Automatic backup ..............................................................................................A-2

Power failure .............................................................. ...... ..................................A-2

Personal computer support .................................................... ..... .......................A-2

System Log Messages ............................................................................B-1

Installing the operating system ............................................................C-1

Historical database ...............................................................................D-1

Historical database equations ...............................................................................D-4

Introduction ...........................................................................................................E-1

System Configuration Reports ............................................................E-1

System configuration report .................................................................................E-3

Port allocation report ............................................................................................E-4

Switch link configuration report ..........................................................................E-5

Partition configuration report ..............................................................................E-6

Disk allocation report ............................................................................................E-7

Connection parameters report .............................................................................E-8

Partition options report ........................................................................................E-9

Terminal server report ..........................................................................................E-10

StaticLAN terminal report ...................................................................................E-11

Serial terminal report ............................................................................................E-12

CC MIS Maintenance Guide vi

CC MIS

Release 5.2

Contents

Printer configuration report .................................................................................E-13

Wallboard configuration report ...........................................................................E-14

Storage parameters report ....................................................................................E-15

Interval Configuration Report ............................................ ...... ...... .....................E-16

Simulator configuration report ............................................................................E-17

SNMP configuration report ..................................................................................E-18

Physical network configuration report ................................................................E-19

Virtual network configuration report ..................................................................E-20

Master privilege Override report .........................................................................E-21

Master privilege definition report ........................................................................ E-22

CC MIS Maintenance Guide vii

CC MIS

Contents

Release 5.2

viii

297-2671-545

Figures

Figure 3.1 Maintenance and Administration menus 3-3 Figure 3.2 Maintenance main menu (CC MIS operating) 3-5 Figure 3.3 Maintenance and Administration menu 3-12 Figure 3.4 Configuration menu 3-12 Figure 3.5 System upgrade utility menu 3-13 Figure 3.6 Backup and restore menu 3-13 Figure 3.7 Run state utilities menu 3-14 Figure 3.8 Diagnostics menu 3-14 Figure 4.1 Run state utilities menu 4-1 Figure 5.1 Backup and restore menu 5-1 Figure 5.2 DAT drive unit 5-2 Figure 5.3 Digital audio tape 5-3 Figure 5.4 Backup screen 5-6 Figure 5.5 Restore screen 5-10 Figure 6.1 Configuration main menu 6-2 Figure 6.2 System configuration screen 6-3 Figure 6.3 Port Allocation screen 6-6 Figure 6.4 Switch link configuration screen - Initial 6-8

CC MIS Maintenance Guide ix

CC MIS

Release 5.2

Figures

Figure 6.5 Switch link configuration screen - live link 6-9 Figure 6.6 Switch link configuration screen - Simulator link 6-10 Figure 6.7 Terminal Server screen 6-11 Figure 6.8 Adding a Terminal Server 6-12 Figure 6.9 Configuring a Terminal Server 6-12 Figure 6.10 Editing a field on the Terminal Server screen 6-13 Figure 6.11 SNMP configuration 6-14 Figure 7.1 Configuration menu 7-1 Figure 7.2 Partition Configuration scr een 7-2 Figure 7.3 Partition options screen 7-7 Figure 7.4 Disk Allocation screen 7-13 Figure 7.5 Storage calculator screen 7-16 Figure 7.6 Interval Configuration screen 7-18 Figure 7.7 Connection Parameters screen 7-19 Figure 7.8 Serial terminals screen 7-21 Figure 7.9 Printer Configuration screen 7-23 Figure 7.10 Wallboard Configuration screen 7-27 Figure 7.11 LAN Terminals screen (with add text) 7-29 Figure 7.12 Master Privilege Definition screen 7-32 Figure 7.13 Display Privileges screen 7-32 Figure 7.14 Report Privileges screen 7-33 Figure 7.15 Configuration Control Privileges screen 7-33 Figure 7.16 Supervisor Privileges screen 7-34 Figure 7.17 Administration Privileges screen 7-34 Figure 7.18 Data Access Priviledge screen 7-35 Figure 7.19 Supervisor Override screen 7-35 Figure 7.20 Maintenance and Administration menu 7-37 Figure 7.21 Run state utilities screen 7-37 Figure 7.22 Partition startup and shutdown screen 7-38 Figure 8.1 Network Overview 8-2 Figure 8.2 Configuration menu 8-3 Figure 8.3 System Configuration screens 8-4 Figure 8.4 Physical Network Configuration screen 8-7 Figure 8.5 Add Node menu 8-9 Figure 8.6 Add Node Commands menu 8-9 Figure 8.7 Delete Node menu 8-10 Figure 8.8 Partition Configuration scr een 8-11 Figure 8.9 Add Partition op tions menu 8-13 Figure 8.10 Add Partition and Commands menus 8-14 Figure 8.11 Configuration Options menu 8-17 Figure 8.12 Virtual Network Configuration screen 8-19 Figure 8.13 Add Partition to Network screen 8-20 Figure 8.14 Delete Partition from Network screen 8-21 Figure 8.15 Delete Partition from Network confirmation screen 8-21 Figure 8.16 Partition options screen 8-22 Figure 9.1 Diagnostics menu (when software is running) 9-1

CC MIS Maintenance Guide x

CC MIS

Release 5.2

Figures

Figure 9.2 Display Free Disk Space screen 9-3 Figure 9.3 File Transfer screen 9-4 Figure 9.4 Test individual I/O screen 9-7 Figure 9.5 CC MIS system logs screen 9-8 Figure 9.6 Program Status screen with Commands menu 9-13 Figure 9.7 Lock Status screen 9-17 Figure 9.8 Partition Status screen 9-19 Figure 9.9 Port Status screen 9-21 Figure 9.10 CPU Utilization Status screen 9-23 Figure 9.11 Physical Node Status screen 9-25 Figure 9.12 Virtual Node Status screen 9-25 Figure 9.13 Link Trace screen (multiple links) 9-27 Figure 9.14 CC MIS Link Trace menu screen 9-28 Figure 9.15 CC MIS Message Translator Filter screen 9-28 Figure 9.16 Untranslated Link Trace file example 9-29 Figure 9.17 Translated Link Trace file example 9-29 Figure 9.18 Search function key 9-31 Figure 9.19 Search screen 9-32 Figure 9.20 Search options pop-up 9-32 Figure 9.21 TCP / IP Switch Link Diagnostics 9-36 Figure 9.22 CC MIS X.25 Diagnostics screen (with Commands menu) 9-37 Figure 9.23 Physical Network Login screen 9-40 Figure 0.1 Run State Utilities menu 10-1 Figure 0.2 Configuration update prompt screen (multiple links) 10-2 Figure 0.3 Configuration update prompt screen (single link) 10-3 Figure 11.1 System Upgrade Utilities menu 11-1 Figure 11.2 Install License Keycode 11-6 Figure 11.3 System Serial Number 11-6 Figure 11.4 Entering Keycode 11-7 Figure 11.5 Confirm Settings 11-7 Figure 11.6 Continue Keycodes 11-8 Figure 12.2 Sample SNMP transfer session 12-2 Figure 3.2 OS Configuration menu 13-2 Figure 3.3 Adding a Unix printer 13-2 Figure 3.4 Specifying the name 13-3 Figure 3.5 Adding the printer 13-3 Figure 3.6 Delete printer screen 13-4 Figure 3.7 Adding disk(s) 13-4 Figure 3.8 Time Zone 13-5 Figure 3.9 Direct OS Configuration 13-6 Figure 3.10 Help screen 13-7 Figure 4.1 Location of filter 14-2 Figure 4.2 DAT drive unit 14-3 Figure E.1 Configuration menu E-1 Figure E.2 System configuration report E-3 Figure E.3 Port allocation report E-4

CC MIS Maintenance Guide xi

CC MIS

Figures

Release 5.2

Figure E.4 Switch link configuration report E-5 Figure E.5 Partition configuration report E-6 Figure E.6 Disk allocation report E-7 Figure E.7 Connection parameters report E-8 Figure E.8 Partition options report E-9 Figure E.9 Terminal server report E-10 Figure E.10 Static LAN terminals report E-11 Figure E.11 Serial terminal report E-12 Figure E.12 Printer configuration report E-13 Figure E.13 Wallboard configuration report E-14 Figure E.14 Storage Parameters report E-15 Figure E.15 Interval configuration report E-16 Figure E.16 Simulator configuration report E-17 Figure E.17 SNMP configuration report E-18 Figure E.18 Physical network configuration report E-19 Figure E.19 Virtual network configuration report E-20 Figure E.20 Master Privilege Override report E-21 Figure E.21 Master Privilege Definition report E-22

xii

297-2671-545

Tables

T ab le 1: T yp ograph ical conventions intr-2 Table 2: Conventions used in procedures intr-3 Table 2-1: Data storage parameters 2-3 Table 3-1: Functions requiring CC MIS to be shut down 3-4 Table 5-1: Backup screen commands 5-7 Table 6-1: System configuration field d escriptions 6-4 T a b le 6-2: SNMP field descriptions 6-15 Table 7-1: Par tition configuration function commands 7-3 Table 7-2: Partition configuration options 7-4 Table 7-3: Par tition options screen fields 7-8 Table 7-4: Disk allocation screen parameters 7-14 Table 7-5: Connection parameter screen fields 7-19 T able 7-6: Supervisor Override field descriptions 7-36 Table 8-1: System configuration field d escriptions 8-5 Table 8-2: Physical Network screen definitions 8-8 Table 8-3: Physical Networ k Function keys 8-8 Table 8-4: Add Node comm ands 8-10 Table 8-5: Func tion key commands 8-12

CC MIS Maintenance Guide xiii

CC MIS

Tables

Release 5.2

Table 8-6: Add Partition commands menu 8-14 Table 8-7: Partition configuration options 8-18 Table 8-8: Virtual Network Configuration field descriptions 8-19 Table 8-9: Virtual Network Configuration function keys 8-20 Table 8-10: Partition options screen fields 8-2 3 Table 9-1: Logs screen fields 9-9 Table 9-2: Program status screen fields 9-14 T ab le 9-3: Lock status screen fields 9-17 Table 9-4: Par tition status screen fields 9-19 T ab le 9-5: Port status screen fields 9-21 Table 9-6: CPU Utilization status fields 9-23 Table D-1: Historical database tables D-1 Table D-2: Historical database values D-2

xiv

297-2671-545

Steps

Step 2-1: Installing Release 5 on a new system 2-10 Step 2-2: Preparing PCs to display CC MIS 2-12 Step 3-1: Logging into maint 3-6 Step 3-2: Accessing on-line help in maintenance menus 3-7 Step 3-3: Accessing on-line help in user interface screens 3-8 Step 3-4:Changing the maint password 3-9 Step 3-5:Logging out of maint 3-11 Step 4-1: Shutting down CC MIS 4-3 Step 4-2: Starting CC MIS 4-4 Step 4-3: Power down CC MIS 4-5 Step 4-4: Powering up CC MIS 4-6 Step 4-5: Recovering from a power failure 4-7 Step 5-1: Accessing the backup and restore menu 5-2 Step 5-2: Inserting a DAT tape into the tape drive 5-4 Step 5-3: Ejecting a DAT tape from the tape drive 5-4 Step 5-4: Backing up customer data 5-8 Step 5-5: Restoring customer data 5-11 Step 6-1: Accessing the Configuration menu 6-2 Step 6-2: Accessing the System Configuration screen 6-4 Step 6-3: Accessing the Port Allocation screen 6-7

CC MIS Maintenance Guide xv

CC MIS

Release 5.2

Steps

Step 6-4: Accessing the Switch Link Configuration screen 6-8 Step 6-5: Accessing the Terminal Server screen 6-11 Step 6-6: Accessing the SNMP Configuration screen 6-16 Step 7-1: Adding a partition 7-5 Step 7-2: Deleting a partition 7-6 Step 7-3: Accessing the Partition Options screen 7-12 Step 7-4: Assigning a disk 7-14 Step 7-5: Reviewing database parameters 7-16 Step 7-6: Changing data storage parameters 7-17 Step 7-7: Accessing the Connection Parameters screen 7-20 Step 7-8: Adding a serial terminal 7-22 Step 7-9: Adding a print er 7-24 Step 7-10:Changing a printer definition 7-25 Step 7-11:Removing a printer definition 7-26 Step 7-12:Adding a wallboard 7-28 Step 7-13: Accessing LAN terminals 7-29 Step 7-14: Adding LAN terminals 7-30 Step 7-15: Deleting LAN terminals 7-30 Step 7-16: Accessing the Master Privilege screen 7-31 Step 7-17:Accessing Partition Startup and Shutdown screen 7-38 Step 7-18: Setting up a PC to receive data export files 7-39 Step 8-1: Accessing the System Configuration screen 8-5 Step 8-2: Adding a NAP 8-15 Step 8-3: Deleting a partition 8-16 Step 8-4: Accessing the Partition Options screen 8-25 Step 9-1: Accessing the Diagnostic menu 9-2 Step 9-2: Displaying free disk space 9-3 Step 9-3: Performing a file transfer 9-5 Step 9-4: Testing all ports 9-6 Step 9-5: Testing an individual port 9-7 Step 9-6: Selecting a log 9-9 Step 9-7: Viewing a log 9-10 Step 9-8: Monitoring a log 9-11 Step 9-9: Printing a log 9-12 Step 9-10: Cancelling a log printout 9-12 Step 9-11: Accessing the View System Monitor screen 9-14 Step 9-12: Resetting a modem port 9-26 Step 9-13: Starting/stopping link trace 9-30 Step 9-14: Starting/stopping link trace 9-30 Step 9-15: Viewing a translated link trace file 9-31 Step 9-16: Printing a link trace file 9-33 Step 9-17: Printing a translated link trace file 9-34 Step 9-18: Cancelling link trace printing 9-34 Step 9-19: Selecting a different link for link trace 9-35 Step 9-20: Checking a TCP / IP link 9-36 Step 9-21: Checking an X.25 link 9-37 Step 9-22: Disabling an X.25 link 9-38 Step 9-23: Enabling an X.25 link 9-38 Step 9-24: Cancelling an X.25 link check 9-39 Step 9-25: Physical network login screen 9-40 Step 10-1: Accessing the configuration update screen 10-2 Step 10-2: Running a conf iguration update 10-3 Step 11-1: Load new CC MIS software version 11-3 Step 12-1: Accessing SNMP transfer screen 12-2

CC MIS Maintenance Guide xvi

CC MIS

Release 5.2

Steps

Procedure C-1: Installing the SVR4 OS C-1 Procedure C-2: Installing the AIX OS C-6 C-8

CC MIS Maintenance Guide xvii

CC MIS

Steps

Release 5.2

xviii

297-2671-545

Release 5.2

r t

About this Guide

CC MIS

documents

This document is an operations guideline for the systems maintenance engineer of a Call Center Management Information System (CC MIS) linked to an MSL-100 (Meridian 1 Options 111-211), DMS-500, or a DMS-100 supporting the 32 or 35 protocol version and ACD-MIS Interface Specification, Version 6 and 9.

The switch supporting CC MIS, the MSL-100 o

Note:

The following Nortel Networks Publications (NTP) contain additional information to supplement this document:

ACD MIS Interface Specifications, Version 9 (NT MIS-Q209-2)

DMS-100 Common Customer Data Schema (NTP 297-1001-451)

the DMS-100, is called a DMS-ACD throughou this book.

It is recommended that your switch be at BCS35 when the Networking feature is enabled for you CC MIS system.

CC MIS Maintenance Guide intr-1

MDC Customer Data Schema (NTP 297-2001-451) Call Center MIS System Description (NTP 297-2671-150)

Meridian SL-100 AC D General Description (NT P 555-4101-100)

Meridian SL-100 AC D Load Management (NTP 555-4101-102)

CC MIS

Release 5.2

Meridian SL-100 ACD Management Information Interface (NTP 555-4101-103) Meridian SL-100 ACD Feature Operation and Testing (NTP 555-4101-300)

Meridian SL-100 ACD MMI and Feature Implementation (NTP 555-4101-310)

Meridian SL-100 Network ACD General Description (NTP 555-8101-100)

For more information on ACD, refer to the following Northern Telecom Publications (NTPs):

ACD Product Guide (NTP 297-2041-010) ACD Server Product G uid e (NTP 29 7-2 041-011)

ACD Planning and Engineering Guide (NTP 297-2041-101)

ACD Planning and Engineering Guide - Canada (NT P 297-2041-104) ACD Administration Guide (NTP 297-2041-30 1)

ACD Translations (NTP 297-2041-350)

ACD Maintenance Guide (NTP 297-2041-500) ACD Trouble Locating and Clearing Procedures (NTP 297-2041-503)

M5212 ACD Set General Description (NTP 297-2041-900)

ACD End-User Load Manag e ment (NTP 297-2041-901) Network ACD General Descr iption (up to BCS 34) (NTP 555-8101-100)

The following typographic conventions are used throughout this user guide.

Table 1: Typographical conventions

Key Sequence Function

<Return> Words in angled brackets represent a

specific key on your keyboard that you should press.

[Commands] Words in square brackets represent one

of the keys available to you from the function key menu.

intr-2 297-2671-545

Release 5.2

to to

CC MIS

The PF keys associated with a command are list

Note:

The following typographic conventions are used in the procedural tables in this user guide.

Table 2: Conventions used in procedures

Key Sequence Function

Enter n Letters in italics represent the key that

on the lower portion of the appropriate screen. Procedures in this guide provide the name of the function key. The screens in this guide show examples of PF keys with associated command The actual PF number is dependent on the type terminal and emulation mode being used. Refer the program screen for the actual function key press to select the desired command.

you press in the action part of the procedure. Enter means that you press <Return> after you press the key.

Notice Words in italics represent a system re-

sponse to the actions in the procedure.

Did you Words in bold represent the text of a

specific message on a screen.

CC MIS Maintenance Guide intr-3

CC MIS

Release 5.2

Acronyms

This document uses the following acronyms: Acronym Meaning

ACD Automatic Call Distribution CC MIS Call Center MIS DAT Digital Audio Tape DB Database LAN Local Area Network LOB Line-of-Business MAR Message Arrival Rate MIB Management Information Base MIS Management Information System MSR Message Service Rate NAP Network Access Partition NMS Network Manage ment Syste m NOS Network Operation Services PC Personal Computer SNMP Simple Network Management Prot oco l

intr-4 297-2671-545

Release 5.2

CC MIS

Terms

This document uses the following terms:

direct connect printer A printer that is physically connected to the host

machine.

local partition A partition that provides access to local data

only.

NAP Network Access Partition. A partitio n that p ro-

vides access to other partitions in the network. NAPs can only exist on a network node.

network node A physical node that has Networked CC MIS

capabilities.

Network A collection of nodes. The nod es may be the ac-

tual host systems or partitions depending on the type of network (physical or virtual).

PC-attached printers Printers that are directly connected to a supervi-

sor terminal.

physical network A network of CC MIS syst ems. Th e IP address -

es of the host systems are specified in the Physical Network screen.

physical node (node) The physical host machine on which the CC

MIS maintenance and administration software is installed. This node may also be ref erred to as the VME, host, node, PowerP C, VME 8420, or XR VME.

PowerPC platform Denotes that the information provided is appli-

cable to nodes that are PowerPC-based running the AIX operating system.

system The host platform (computer) on which CC

MIS is installed.

virtual node A partition in a CC MIS virtual network. This is

a local partition.

virtual network A network comprised of local partitions that

can be accessed by the NAP.

88K-based platform Denotes that the information provided is appli-

cable to nodes that are 187 or 197 processorbased systems (VME 8420 or XR VME).

CC MIS Maintenance Guide intr-5

CC MIS

Release 5.2

intr-6 297-2671-545

Release 5.2

Section 1: Introduction

CC MIS

Description of CC MIS

Features of Software Release 5.0

Description

of CC MIS

Required database information

CC MIS modes of operation

Call Center Management Information System (CC MIS) is a tool for managing the agents who handle ACD calls. It helps supervisors plan, manage, and monitor their ACD operation by collecting statistics on the performance of equipment and personnel.

Networked CC MIS

The Networked CC MIS feature is available in Release 4. This feature must be purchased and enabled in customer options. When enabled, the Configuration menu in the Maintenance Interface contains commands for defining a CC MIS network. Refer to Section 8 in this guide for information on setting up CC MIS nodes for network access.

CC MIS Maintenance Guide 1-1

System Sizes

CC MIS is available in different configurations: from 8 ports to 64 ports (128 on PowerPC).

Minimum upgrade requirements

The minimum requirements for upgrade for an existing 88K platform from CC MIS Release 2.x to 5.x are as follows:

• at least 32 Mbyte RAM

• approximately 460 Mbytes space for Operating System and CC MIS software

• new version of UNIX Operating System, SVR4.3 (NTOS 2.x)

CC MIS

Release 5.2

CC MIS consists of two types of interfaces: supervisor terminals and a maintenance console.

Supervisor terminals

Supervisors manage their agents through menus accessed at a supervisor terminal. The terminal is a personal computer running Windows 95 or Windows NT 4.0 defined as a supervisor terminal linked to a Host system (VME 8420, XR VME or the PowerPC [AIX]). CC MIS Online Help contains procedures to assist supervisors in using CC MIS.

Maintenance console

Engineers maintain CC MIS through the maintenance console. The console used must have VT220 emulation capability. Through this console, engineers can perform the following functions:

• diagnostics

• adjust CC MIS configuration and logon parameters to the switch

• add and delete partitions

• view and print logs

• routine backup, restore, and software upgrade functions for the

CC MIS system

• establish and modify CC MIS network parameters

The maintenance console is a system console attached to the host. Maintenance functions are menu driven and are accessible only on the maintenance console or by maintenance dial-up. This document contains procedures to assist system engineers in main taining the CC MIS system.

Supervisors can display information on wallboards. The wallboard is a Silent Radio Wall Display LED message board or Nortel wallboards. It is designed to be mounted on the wall of an ACD group office. Supervisors use the wallboard to notify agents of statistical and administrative information.

1-2 297-2671-545

Release 5.2

CC MIS

Features Added in Release 4

The following enhancements and changes were made to the Maintenance Interface in Software Release 4 and are present in Release 5.1.

Changes to the Maintenance Interface in Release 4.0

General changes to the Maintenance Interface include:

• Physical Node Status - The Physical Node Status in View System Monitor has been added to assist the user in diagnosing CC MIS networking problems.

• System Identification - Maintenance menus now include the system name in the title, to ease identification of the system.

• Login Support - The new Physical Network Login screen provides access for logging into other nodes in the CC MIS physical network.

• Backup and restore - The Backup and Restore functions were modified to reflect the change in the name of the System Database to the Definitions Database.

• In Release 4.1, support was added for the PowerPC running the AIX operating system.

The changes made to Configuration section of Maintenance include:

• Networked CC MIS Configuration - Two new customer options were added to the install tape to indicate whether or not a physical node is a Network Node and the maximum number of Network Access Partitions (NAPs) that may be configured on the node.

• Network Name - This field was added to System Configuration for defining and securing the network.

• New Configuration Commands - The Configuration screen was updated to include the Physical Network Configuration command.

• Physical Network Definition - The nodes that comprise a CC MIS physical network are defined using the new Physical Network Configuration screen.

• Switch Link Configuration - The maximum number of X.25 links was increased to four (4). (The maximum is 12 for the PowerPC in Release 4.1.) The Connection to Switch parameter was added to the link definition to indicate whether a live link uses modems or direct connection to connect to the switch. This parameter does not apply to simulator links. New fields on this screen include: Sync with Switch and Time Zone Adjustment.

CC MIS Maintenance Guide 1-3

CC MIS

Release 5.2

• Network Access Partitions (NAP) - The Partition Configuration

supports Network Access Partition (NAP) configuration. The NAP must be defined on a network node. The number of NAPs allowed is controlled by the value entered in the Maximum NAPs field (when setting the tape options). NAPs are used to access local partitions in a CC MIS network.

• Virtual Network Configuration - The Virtual Network Configu-

ration screen was added to define the nodes that comprise a virtual network associated with a NAP.

• Master Privilege Definition - Supervisor privileges may be

restricted on a per partition basis using the new Master Privilege and supervisor Override screens and a master supervisor privilege definition.

• Configurable Intervals - The interval period for each hour of the

day can be configured in the Interval Configuration screen which is accessed from the Storage Calculator screen. (On NAPs, the Interval screen is accessed from the Configuration Options menu.) Valid intervals are 5, 10, 15, 30, and 60 minutes. The value of zero ( 0 ) is entered to turn off data collection for that hour.

• Configuration Reports - Several configuration reports were

added and existing ones updated to reflect the changes to the Configuration section. The new or modified reports include:

New:

- Master Privilege Definition

- Master Privilege Override

- Virtual Network Configuration

- Physical Network Configuration

- Interval Configuration

- Terminal Server Configuration

Modified:

- Partition Options

- Partition Configuration

- Port Allocation

- System Configuration

- Switch Link configuration

- Storage Calculator

- LAN Clients changed to LAN Terminals

- Port Configuration changed to Serial Terminals, Wallboards, Printers

1-4 297-2671-545

Release 5.2

CC MIS

Summary of changes and enhancements were made to CC MIS in Release 4.1:

• Support for the PowerPC (AIX) platform was added.

• The Switch Code field was added to Switch Link Configuration to handle duplicate DNs that are datafilled on multiple switches in a private network when using the CC MIS Networking feature. (Added in Release 4.01.)

• Added support for PVC (Permanent Virtual Circuit) X.25 connections to the switch for increased link throughput. These changes allow CC MIS to connect to the switch by means of the new IOMbased high speed X.25 interface. (The following port parameters where added for X.25 links: Line Type, Clock, and Virtual Circuit Type. Enhanced the direct switch connection capability to allow a clock rate to be specified. Note that on the PowerPC, the DTE/ DCE setup for a port is determined from the hardware and cannot be changed in the Switch Link Configuration screen as it can on the 88K platform.These changes provide enhanced support for direct X.25 connections to the switch and to new IOM-based high speed (512KBps) X.25 switch interface.)

• An Analyze Configuration function was added to the storage calculator. P ressing thi s function key allows the storage calculator to analyze the values for your system based on data received from the switch and your system configuration.

CC MIS Maintenance Guide 1-5

CC MIS

Release 5.2

Features Added in Release 5.0

The following enhancements and changes were made to the Maintenance Interface in Software Release 5.0.

• DHCP feature that allows LAN-based supervisor terminals to connect to CC MIS without their IP address being defined in the CC MIS Maintenance Interface. This feature is configured on the Partition Options screen.

IP addresses for static LAN terminals are still defined in the Static LAN Terminals screen. Terminology change on the Partition Configuration screen in the Maintnenace Interface (LAN Terminals changed to Static LAN Terminals). This change is in conjunction with the DHCP feature.

• Two additional fields were added to the Storage Calculator (Agent Trace Data and Disk Space for Agent Trace) in the CC MIS Maintenance Interface.

• The Key Code feature was added to allow customer software to be upgraded remotely using a key code.

Features Added in Release 5.1

The following enhancements and changes were made to the Maintenance Interface in Software Release 5.1.

• A TCP/IP switch link connection was added for LAN connection from the switch to CC MIS. This change is implemented in the Switch Link Configuration screen.

• Expanded the Time Zone Management feature to allow multiple time zones per CC MIS node. Time zones are set using the Partition Options screen.

Features Added in Release 5.2

The following enhancements and changes were made to the Maintenance Interface in Software Release 5.2.

• Support for the new data access options from Priviledge Level definition required corresponding changes to Master Priviledge Definition so that these options could be enable/disabled on a partition-wide basis.

1-6 297-2671-545

Release 5.2

CC MIS

SNMP feature

The Simple Network Management Protocol (SNMP) feature was added to CC MIS in Maintenance Release 3.2. This feature was added to allow certain CC MIS systems to a utomate the m onitoring of both the CC MIS system and the ACD call center operation.

The SNMP feature is configured by selecting SNMP Configuration from the Configuration main menu (Chapter 6). The SNMP Configuration screen allows you to set up three communities and to specify addresses of SNMP managers. The SNMP feature is enabled for a partition through the Partition Configuration menu by accessing the Partition Options screen for a selected partition (Chapter 7). The SNMP feature has a reporting option that allows you to print a system report for SNMP configuration (Appendix E). This is accessed through the Reports command on the Configuration main menu (Chapter 6).

The Transfer SNMP MIB Definitions command on the System Upgrade Utility menu (Chapter 11) transfers CC MIS system MIB and CC MIS Partition MIB definition files to selected Network Management Systems (NMS).

Due to the technical nature of the SNMP feature, a

Note:

background in network management and the SNMP protocol is recommended for administrators and us ers of this feature.

Operating System Configuration command

The main Maintenance and Administration menu contains the Operating System Configuration command that can be used on AIX platforms to configure the base operating system.

This command does not appear on the main menu

Note:

This command is explained in Section 13 of this guide.

for Motorola 88K-based platforms.

CC MIS Maintenance Guide 1-7

CC MIS

Release 5.2

Required Database Information

The CC MIS database needs information from the DMS-ACD tables to setup

• the interface to the DMS-ACD

• the pools and subpools of the ACD

CC MIS must have the same definitions used by the DMS-ACD for

• new and existing pools and subpools

• X.25 links

• Network Operations Services protocol

You cannot change, add, or delete information in these ACD tables through CC MIS. The CC MIS X.25 and Network Operation Services (NOS) logon information must match the information in the DMSACD tables to establish a connection to the DMS-ACD. These DMS-ACD tables include

•NCSAPPL

•ACDMISPL

•ACDMISSP

• NOPADDR

• NOPAPPLN

ACD data link

In order for CC MIS to communicate with the DMS-ACD, the CC MIS must establish datalink connections with the DMS-ACD over which agent and call event messages can pass. An ACD datalink is associated with one and only one ACD pool.

Modes of Operation

In Release 4, the data disks are divided into partitions, with each partition having its own database. Operation modes are separate for each partition and apply to local nodes. Partitions can operate in a training mode, precut mode, or product mode. When the CC MIS system is first installed, the partition is in a setup mode. Using multiple partitions allows one partition to run in training mode while another partition is in product mode.

1-8 297-2671-545

Release 5.2

CC MIS

Training mode

When a partition is in training mode, supervisors train on the product without affecting live calls. In training mode, there is no connection between the partition and the DMS-ACD, a nd only training data is collected and reported.

When a partition is in training mode, CC MIS interacts with the simulator to provide training data. The simulator uses call scenarios and configuration control typical to the ACD environment. During training, supervisors can adjust load management values and move position assignments through the configuration control capability of CC MIS. As a result, the simulator generates ACD switch responses identical to ACD processing in a live environment.

Precut mode

Precut mode allows system engineers to enter all administration data into the partition's new databases in preparation for transition to product mode. During precut mode the following information is established:

• custom report definitions, display definitions, and schedules

• ACD group names, agent names, and threshold values

• supervisor profiles

• printer and supervisor terminals

• link and pool parameters

• database storage parameters

Product mode

In product mode, CC MIS establishes a connection between the CC MIS and the DMS-ACD and begins collecting live data based on the configuration of its ACD groups and agents. The information it stores is based on the configuration database.

CC MIS Maintenance Guide 1-9

CC MIS

Release 5.2

1-10 297-2671-545

Release 5.2

ld eto

e e

Section 2: Installing CC MIS

Release 5

CC MIS

Introduction to Release 5

Data storage parameters

Installing Release 5.0 on a new system

New OS for

upgrades

from 1.x or 2.x from 1.x or 2.x

Upgrading from 3. x to 5.0

Preparing Windows-based PCs for CC MIS

Introduction to Release 5

If you are upgrading from 1.x or 2.x to 3.x then to CC MIS Release 5, the installation of a new version of the operating system is required. Upgrades from 3.x or 4.x to 5.1 do not require this OS installation and can be performed from the Load New Software Version command.

The installation of the new operating system will remove all pre-existing software and data. Therefore, an upgrade from Release 1.x or 2.x to Release 3.x will be performed from the UNIX prompt rather than the "Load New Software Version" command found in the Maintenance Interface. Instructions for installing the new OS are provided in Appendix C.

CC MIS Maintenance Guide 2-1

Note: ALL user data must be backed up before the operating system upgrade and then restored.

The initial installation of CC MIS R elease 5.2 shou be performed by installation engineers. CC MIS r

CAUTION

leases older than Release 3.1 cannot be converted Release 5 until they have been converted to at lea Release 3.1.

Upgrades from Release 3.1 (or later) to 5.x can b performed using the options in the System Upgrad Utility menu - see Chapter 11.

CC MIS

)

Release 5.2

The minimum requirements for upgrade from CC MIS Release 2.x to 5.x are as follows: at least 32

Note:

Mbytes RAM, and 460 Mbyte additional disk space for the new version of the UNIX Operating System and CC MIS software, and the SVR4 (NTOS 2.x version of UNIX Operating System.

Installing Release 5

There are two types of CC MIS systems for Release 5: Networked and Stand-alone.

If you are installing CC MIS Release 5 software for the first time, the order is: perform installation (procedures for upgrades from 3.x to 5.x and new installations of 5.2 are in this chapter), configure system (Chapter 6), and establish partitions (Chapter 7). Ne tworked CC MIS systems need to establish physical nodes and virtual nodes for network access partitions (NAPs) as described in Chapter 8. Procedures for upgrades from 4.x to 5.x are presented in Chapter 11.

Automated Calculations

In Release 4.x, a new Analyze Configuration function key was added to the Storage Calculator screen. Pressing this function key allows the storage calculator to analyze the values for your system based on data received from the switch and your system confi guration.

Preparing for installation

This procedure gathers the information needed to configure the historical database for each partition (excluding training partitions and network access (NAP) partitions). The table below defines the Data Storage Worksheet parameters and gives their limits.

These parameters are used solely for computing

Note:

disk storage and do not affect the operation within CC MIS. The exception is the storage duration (time and date intervals) parameters which also af fect when data is deleted from the disk.

2-2 297-2671-545

Release 5.2

Table 2-1: Data storage parameters

Parameter Defines

CC MIS

Number of ACD groups

Avg source ACDDNs/group

The average number of ACD groups that can be datafilled to the pool assigned to the CC MIS system.

Limits: 1 - number of ACD groups configured in the partition options screen, inclusive.

Note: The installation tape defines the maximum number of groups and positions supported at a particular installation based on purchased options.CC MIS does not allow these maximums to be exceeded.

Enter the average number of source supplementary DNs that may provide calls for each ACD group.

Limits: 1 - 9999, inclusive. Note: This field specifies the average num-

ber of supplementary DNs that will provide calls for each ACD group in this partition. Supplementary DNs that can overflow to other ACD groups should be counted once for the ACD group in which they are configured, plus once more for each possible ACD group to which they can overflow.

CC MIS Maintenance Guide 2-3

Avg active positions

Avg agents per day The average number of agents that log in to

The average number of positions that may be active at any time.

Limits: 1 - number of posns configured in the partition options screen, inclusive.

Note: The installation tape defines the maximum number of groups and positions supported at a particular installation based on purchased options. CC MIS does not allow these maximums to be exceeded.

CC MIS each day. Limits: 1-9999, inclusive.

CC MIS

Release 5.2

Table 2-1: Data storage parameters

Parameter Defines

Avg agent events/ agent/ day

Average LOB code/ group

Average walk codes/group

The expected number of agent events that may occur per agent per day. An agent event is defined as a log in, log out, walkaway, or return from walkaway.

Limits: 2 - 9999, inclusive. The expected number of line-of-business

(LOB) codes that will be used by an ACD group within any 30-minute interval.

Limits: 0-100, inclusive. The expected number of walkaway codes

that will be used by an ACD group within any 30-minute interval.

Limits: 0-100, inclusive.

2-4 297-2671-545

Release 5.2

Table 2-1: Data storage parameters

Parameter Defines

CC MIS

Avg source groups/ dest group

The expected number of combinations of source ACD groups and destination ACD groups for which calls either overflow or are transferred.

Limits: 1-9999, inclusive. If there is no overflow or transfer, set this

value to 1.When there are no transfers and no overflow abilities except for enhanced overflow, each group can overflow to four groups and itself, a total of 5. In this case, set this value to 5. If it is known that each group does not overflow to all groups on the average, this value can be decreased. If there are transfer calls and other overflow mechanisms in addition to enhanced overflow, increase this number.Use a conservative number to avoid filling up the database.

Note 1: This parameter is just a guide to the system to set the database storage to allow for the number of records determined by the factor. The system does not check that this guideline has been exceeded. If the system has not been engineered to match the actual requirements, the database storage could be exceeded.

CC MIS Maintenance Guide 2-5

Note 2: This parameter is used strictly to determine the number of records in the INTERVAL overflow table. The system has a hard-coded factor of 60 percent to compute the number of records in the daily, weekly, and monthly tables. For example, if the inter-flow is set to five (and there are 21 groups), then 105 records are allocated for each interval overflow table. For the daily, weekly, and monthly tables, 105 multiplied by 1.6 (or 168) records are allocated. This is due to the fact that some source/destination combinations may not occur during an interval but may occur some time during a day. If the 60 percent value is low based on expected call patterns, the inter- flow parameter should be increased to cover this.

CC MIS

Release 5.2

Table 2-1: Data storage parameters

Parameter Defines

Note: The By Agent selection requ ires a significantly larger amount of disk space than does By Group or Non e .

In some cases, especially for ACD-DN statistics, collecting data on a per agent basis can cause excessively large data files to be created by the system. The storage calculator will provide a warning when these conditions arise and provide suggestions to help reduce the amount of data collected.

Position moves per day

ACD-DN reassigns per day

Disk Space for Agent Trace

Walkaway Statistics

The expected number of agent position reassignments that may occur in a day. This value is expressed as a percentage of the number of active positions.

Limits: 0-100, inclusive. The expected number of supplementary DN

reassignments that may occur in a day. This value is expressed as a percentage of the number of active SDNs.

Limits: 0-100, inclusive. The amount of disk space that is reserved for

storing Agent Trace data. Values: Specified in Mega Bytes (MB).

This parameter indicates whether or not Walkaway Statistics data will be stored. If "none" is chosen for this parameter, there will be no data stored in the Walkaway Statistics group and there will be no data to report on for any of the standard Walkaway by Group Reports. If “by agent” is selected, the statistics are gather for the agent, and if “by group” is selected, the data for the group is stored.

2-6 297-2671-545

Values: None, By Agent, or By Group.

ACD-DN Statistics This parameter indicates whether or not data

will be stored by ACD-DN. If "none" is chosen for this parameter, there will no data stored in the ACD-DN Statistics group and there will be no data to report on for any of the Standard ACD-DN reports. If “by agent” is selected, the statistics are gather for the agent, and if “by group” is selected, the data for the group is stored.

Values: None, By Agent, or By Group.

Release 5.2

CC MIS

Table 2-1: Data storage parameters

Parameter Defines

LOB Statistics This parameter indicates whether or not

LOB Statistics data will be stored. If "none" is chosen for this parameter, there will be no agent data stored in the LOB Statistics group and there will be no agent data to report on for any of the standard LOB by Agent Reports. The "By Agent" setting collects LOB statistics at the agent level. The "By Group" setting collects LOB statistics at the group level.

Values: None, By Agent, or By Group. Note: If this is set to "By Group" LOB sta-

tistics will not be collected a t the agent l evel of detail.

Interval data stored for

Daily data stored for

The number of days for which interval storage should be kept. Interval storage is historical data with a granularity of 30 minutes.

Note: Keep in mind that shift reports are generated from interval data. If a supervisor requests a shift report requiring data that extends beyond the time interval data is stored, no data will be found for the report.

Limits: 0-9999, inclusive. The number of days for which daily storage

should be kept. Daily storage is historical data with a granularity of 24 hours (midnight to midnight).

Note: Keep in mind that period reports use daily data to complete the period statistics. If a supervisor requests a period report requiring data that extends beyond the time daily data is stored, no data will be found for the report.

CC MIS Maintenance Guide 2-7

Limits: 0-9999, inclusive.

CC MIS

Release 5.2

Table 2-1: Data storage parameters

Parameter Defines

Weekly data stored for

Monthly data stored for

Agent event data stored for

Agent trace data stored for

The number of weeks for which weekly storage should be kept. Weekly storage is historical data with a granularity of 7 days.

Limits: 0-9999, inclusive. The number of months for which monthly

storage should be kept. Monthly storage is historical data with a granularity of one calendar month.

Limits: 0-9999, inclusive. The number of days for which agent log

events should be kept. Agent log events are events such as agent login or logouts and are reported on the agent log reports.

Limits: 0-9999, inclusive. The number of days for which agent trace

log events should be kept. Agent tracel og events are events are re ported on the agent trace event log reports.

Limits: 0-9999, inclusive.

Number of shifts The number of agent shifts that occur in a

24-hour period. Limits: 1-5, inclusive.

Operational days per week

Operational hours per day

(Not used if Flexible Intervals are enabled)

The number of days (out of 7) in which there will be some group active in the partition pool being monitored by CC MIS.

Limits: 1-7, inclusive. The number of hours (out of 24) in which

there will be some group active in the partition pool being monitored by CC MIS.

Limits: 1-24, inclusive.

2-8 297-2671-545

Release 5.2

CC MIS

Configurable Intervals

The Interval Configuration screen is displayed by selecting the Interval Configuration function key on the Storage Calculator screen. (For NAPs, the Interval Configuration option is selected from the Configuration Options menu.)

The amount of disk space available and the amount required to store data for the selected intervals is displayed on the screen. The storage calculator initially sets the amount of space required based on the default setting (30 minutes) for intervals.

Note: If you intend to use more frequent inter vals (5, 10, or 15 minutes), additional disk space will be required.

For additional information concerning Interval Configuration, refer to Chapter 7 in this guide.

CC MIS Maintenance Guide 2-9

CC MIS

Step 2-1: Installing Release 5 on a new

Release 5.2

Installing Release 5 on New System

Installing Release 5.x

on a new system

Use this procedure to install CC MIS Release 5.x on a new system on the VME.

It is highly recommended that the initial installation of CC MIS Release 5 be performed by installation engineers.

Installation procedures use a DAT tape (described in Chapter 5).

New system

Perform the steps in the procedure below to install CC MIS Release

5.x on a new system.

system

1. Ensure that the system is down.

2. Install the SVR4 oper ating system (187 or 19 7 platforms) or the AIX operating system (PowerPC platform). (See Appendix C for information on loading the operating system.)

3. Login as root and enter ro ot password.

4. Load the CC MIS Release 5.x. type: cd /mis

type: pwd (verify that the current directory is /mis) Then depending on t he system (187, 197, or PowerPC) type: cpio -iBcdmu < /dev/rmt/m187_c0d5 (MVME187 / DATs)

-or cpio -iBcdmu < /dev/rmt/m197_c0d5 (MVME197 / DATs)

-or tar xp (PowerPC platform)

5 .Run the install script. type: cd /mis/install type: pwd (verify that the current directory is /mis/install) type: ./install

A series of prompts are displayed during the installation process. The system messages displayed include prompts for the following:

maint password date and time Do you want to start the system now?

6. Type exit, then refer to Step 3-1 for logging on the Maintenance interface.

2-10 297-2671-545

Release 5.2

CC MIS

Upgrade 3.x to 5.x

Refer to Chapter 11 for information on upgrading from Release 3.1 (or later) to 5.x. (You must be running at least Release 3.1 to upgrade to

4.1.)

Re-calculating data storage parameters

After conversion from 3.x to 5.x is complete, you must access the Configuration menu in maintenance. Then, under the Partition Configuration option, examine and save the data storage parameters. This is necessary to ensure that the space allocated is correctly calcula ted for the new Release 5.x configuration. After the parameters are saved, you can start the partition. Refer to Chapter 7 for information on data storage and starting partitions.

Database upgrades

The upgrade script upgrades all three databases to a Release 5.x level. The upgrade script upgrades the configuration database (such as ter -

minals, printers, and links) and the customer's definitions database (such as formula definitions, report definitions, and supervisor definitions).

Preparing supervisor interface to CC MIS

After the CC MIS host has Release 5.x installed, the supervisor PCs can be upgraded using the procedures in this section.

This procedure prepares PCs to display the supervisor interface to CC MIS. The standard (English) version of Microsoft Windows NT

4.0 or Windows 95 software must have already been installed prior to

performing this procedure.

The term "Windows" used throughout this guide re

Note:

Perform the steps in the procedure below to prepare PCs to display the supervisor interface to CC MIS.

fers to a version of Microsoft Windows and is a trademark of the Microsoft Corporation.

CC MIS Maintenance Guide 2-11

CC MIS

Materials required

CC MIS supervisor interface installation floppy.

Note: The PC must be running Window s 95, 98, 2000 or Windows NT.

Installing on PCs with CC MIS Release 3.2 or greater

No installation from diskette is required when installing 5.x on a PC already running 3.2 or greater.

To upgrade to 5.x on the PC, simply start yo ur curre nt version of CC MIS, an d the system will prompt you to upgrade your P C version to Release 5.x

Release 5.2

Step 2-2: Preparing PCs to display CC

MIS

Only installation engineers, not supervisors or system administrators, should perform this procedure.

1. Ensure that the Microsoft Windows software has been installed. Without Windows, this procedure cannot be completed.

2. At the PC (n Windows), access the Start menu and select the Run command.

3. Put the CC MIS Windows PC supervisor interface software distribution diskette in the floppy disk drive.

4. Use the following sequence to access the run command window:

At the command box, enter <drive>:setup. where <drive> is the drive letter of the drive containing th e CC MIS Windows floppy. The install initialization window appears during initialization. After the initialization is complete, the welcome window appears.

5. Click on the Continue button. The install window appears.

6. Verify that the information in the Install To box is correct (the default location is c:\wccmis). If it is correct, skip to step 9.

This automated upgrade is performed after the Host has been upgraded.

7. Click on the Set Location button. The installation location window appears.

8. Enter the correct location and cl ick on the OK button.

9. In the install window, click on the install button. The Windows supervisor interface to CC MIS is installed. After installation is completed, the installation complete window appears.

10. Click on the Launch CC MIS field to start CC MIS.

11. The CC MIS Main window is displayed. To verify the CC MIS version, se lect the Session/About CC MIS... option. Verify the version number in th dialog box, then click on the OK button to close the dialog.

2-12 297-2671-545

Release 5.2

Section 3: Accessing maint

functions

CC MIS

Introduction to maintenance interface

Setting up a new CC MIS system (overview)

Logging into CC MIS maintenance interface

Introduction to maintenance interface

The maintenance console allows you to access the maintenance functions of the CC MIS system. It also permits dial-up access to maintenance functions.

This chapter contains the following information and procedures:

• CC MIS Maintenance and Administration menus

• logging into and out of CC MIS Maintenance and Administration

• accessing the online help

• changing the maintenance password

Maintenance and administration menus

Accessing on-line help in maintenance menus

Changing your main tenance password

Maintenance menus and sc reens

CC MIS Maintenance Guide 3-1

Maintenance and administration functions are available through a series of menus and user interface screens. Figure 3.1 shows how the menus branch.

Selecting menu items

You select items from a menu by typing the letter associated with the selection and pressing the <Enter> key.

User interface screens

User interface screens are different from the regular maintenance menu as they employ the same interface as the text supervisor interface from previous CC MIS releases. Selections on these screens are made using the function keys, arrow keys, and page up/down keys.

CC MIS

Release 5.2

Accessing pop-up menus

The various screens have pop-up menus associated with them. The pop-up menus list options available to you. Access a pop-up menu by pressing its associated function key listed at the bottom of the menu. Function keys, sometimes called soft keys, operate as toggles. The key that selects the function is the same key that deselects that function.

Paging through a screen or menu

In some instances, a menu may have many options from which you select. Use the following commands to move to the top or bottom of the menu or screen:

• 0-PgUp (or Up arrow) - to page to the top of the menu

• 0-PgDn (or Down arrow) - to page to the bottom of the menu

Selecting a menu item

To select a menu item in the Text interface, you may highlight the option using the up/down arrow keys. Or, you may type the number of the option and press the <Enter> key.

Control commands

There are several control commands you can use at terminals using the Text interface. These commands are:

• Ctrl-R - redraws a screen (only in full-screen modes)

• Ctrl-T - allows you to select a new terminal type (only in fullscreen modes and applies to either text interface)

The role of the input/output line

The input/output line at the bottom of the screen displays error messages and anything typed. You can easily correct typing mistakes on the input/output line by using the <Backspace> and other keys just as you would while typing. Your input is not accepted by the s ystem until you press <Enter>.

PF keys and commands

The PF keys associated with a command are listed on the lower por tion of the appropriate screen. Procedures in this guide provide the name of the function key. The screens in this guide show examples of PF keys with associated commands. The actual PF number is dependent on the type of terminal and emulation mode being used. Refer to the program screen for the actual function key to press to select the desired command.

3-2 297-2671-545

Release 5.2

CC MIS

Menu map

The figure below shows the overall structure of the menus and screens found in the Maintenance Interface. The actual menu commands displayed on your system are dependent on which features are enabled.

Figure 3.1 Mai ntenance and Administrati on menus

CC MIS Maintenance Guide 3-3

Effect of the CC MIS operating state on the menu system

While the majority of the functions are available at all times, some functions can be performed only when CC MIS is shut down, while other functions can be performed only when CC MIS is operating.

Partitions can be running or stopped. Stopping one partition does not affect the running status of other partitions.

CC MIS can be running or shut down. For the most part, shutdown of CC MIS is automatic. When you request such a function, the software requires you to confirm CC MIS shutdown. The confirmation gives you control over the state of CC MIS. Table 3-1 identifies the functions that require CC MIS to shut down and if the shut down is automatic.

CC MIS

Release 5.2

Table 3- 1: Functions requiring CC MIS to be shut down

Function

Test all the input/output ports automatically

Load new software version X Change CC MIS Network Name in Sys-

tem Configuration screen

Manual

shutdown

Automatic

shutdown

The Maintenance and Administration system takes into account the state of CC MIS, and alters its menus accordingly. For example, the File Transfer option on the Diagnostics menu is only available when logged in through the dial-up modem port.

Setting up a new CC MIS system (overview)

To setup a new system proceed through the menus to access the Configuration menu. After the system has been installed and a successful login is achieved, select the Configuration option from the Maintenance and Administration Main menu. This causes the Configuration menu to be displayed. After the Configuration menu is displayed, proceed as follows:

Non-network

1. Configure the system - (Refer to Chapter 6)

2. Configure the switch links - (Refer to Chapter 6)

3. Configure partitions (local) - (Refer to Chapter 7)

4. Allocate disks - (Refer to Chapter 7)

5. (Optional) Define custom intervals - (Refer to Chapter 7)

Network

1. Configure the system - (Refer to Chapter 6 & 8)

2. Configure the switch links - (Refer to Chapter 8)

3. Configure physical network - (Refer to Chapter 8)

4. Configure partitions -(local in Chapter 7 and NAPs in Chapter 8)

5. Configure virtual network - (Refer to Chapter 8)

6. (Optional) Define custom intervals - (Refer to Chapter 7)

3-4 297-2671-545

Release 5.2

CC MIS

Logging in

Log into CC MIS Maintenance and Administration in order to:

• monitor system performance

• configure hardware and software

• install software upgrades

After a successful login, the system displays the CC MIS Maintenance and Administration menu. The menu options reflect the state of the CC MIS. The figure below shows the main menu for CC MIS.

Figure 3.2 Maintenance main menu (CC MIS operating)

The Operating

System Configuration command is display ed

on PowerPC platforms

only.

Constraints

When logging into Maintenance and Administration, you are logging into UNIX. This is not the same as a supervisor logging into CC MIS from a supervisor terminal.

Unauthorized use of console

Anyone can change your password through the Modify Password function of the main menu. This terminal provides direct access to CC MIS configuration. Improper use of this tool can cause system outage.

Be cautious about leaving your maintenance console logged on. This terminal provides direct access to CC MIS configuration.

CC MIS Maintenance Guide 3-5

CC MIS

Step 3-1: Logging into maint

Release 5.2

Password Expiration Prompt

If the date and time on the CC MIS host is set back more than six or more months from the current dat e and time, and you log in as root or maint, the system prompts you to enter a new password.

You must already know the root or maint password in order to log on and receive the prompt for entering the new password.

Guidelines

Perform the steps below to log into CC MIS Maintenance and Administration.

1. Verify that the system and maintenance console are on.

The system displays the following prompt:

Console Login:

2. Enter maint

The system displays the following prompt:

Password:

3. Enter password.

The system displays the Mainte nance and Administration menu.

-or-

The system displays the following message:

Repeat steps 1-3 or contact your system administrator for the password.

3-6 297-2671-545

Release 5.2

Step 3-2: Accessing on-line help in

CC MIS

Accessing on-line help

On-line help is available from all Maintenance and Administration menus. The help facility explains the menu choices available to you from the screen. While the help system displays on your console, the Maintenance and Administration menus and functions are not available to you.

Accessing help in menus

Perform the steps below to access the help facility in menus.

maintenance menus

1. From a menu, press h.

The system displays information about the menu options.

Note: User interface screens in the Maintenance interface have help that is accessed through the <HELP> key (or appropriate function key). Press the <HELP> key to access t he help text for these screens. (See step 3-3.)

2. Use the space bar or <Retur n> to page down the help text.

To go back to the previous page, enter -1 and press <Return>.

Note: The help screens for menu windows are presented on screen using the UNIX pg command. (The pg command is tr ansparent to the user). Type h to view a list of possible pg commands. Press <Return> to exit this list and return to the help text.

3. Type q to exit help.

CC MIS Maintenance Guide 3-7

CC MIS

Step 3-3: Accessing on-line help in user

Release 5.2

Accessing the help in screens

Perform the steps in Procedure 3-3 to access the help facility in user interface screens.

interface screens

1. User interface screens in the Maintenance interface have help that is accessed using the Help command (shown in the l ower portion of the screen as <Help>=Help, F9=Help, or another designated function key xx=Help).

Press the HELP key (or appropriate function key) to access the help screen.

2. Depending on your terminal type, you can use one of the foll owing to scroll through the help text.

Prev - Returns to the previous screen. Scrn - Moves to the next screen.

- or -

Page Up - Returns to the previous screen. Page Down - Moves to the next screen

-or-

Up arrow - Returns to the previous line of text. Down arrow - Moves to the next line of text.

Note: Key names depends on terminal type.

3. Press the <Help> key (or function key) again to exit help.

3-8 297-2671-545

Release 5.2

The user ID maint, and the password are case

Step 3-4: Changing the maint pass-

CC MIS

Changing your password

Your password protects access to maintenance functions. You can change the password to maintain secured access to these system functions, and ultimately to the system configuration.

sensitive.

The password SUPR1 is not the same as supr1.

Guidelines

Perform the steps below to change your password.

word

1.Access the Maintenance and Administration menu.

2. Enter m to change the password. The system displays the following prompt:

Do you want to change the maint us er id pas sw o rd ? (yes /no )

3. Enter y to change the password or enter n to keep the existing password and return to the Maintenance and Administration menu.

When y is entered, t he system displays the fo llowing prompt: Enter a new password.

New password:

4. Enter a new password (minimum of one charac ter). The system displays the followi ng prompt: Re-enter new password:

5. Re-enter the password to confirm your change. The system returns to the Maintenance and Admin istration menu.

If you fail to confirm the new passwor d, the system (after three at-

Note:

tempts) will cancel the password change and will send you b ack to the Main menu.

CC MIS Maintenance Guide 3-9

CC MIS

Release 5.2

Do not leave you console logged in and unattended.

Anyone can change your password through the Modify Password function of the main menu. This terminal provides direct access to CC MIS configuration. Improper use of this tool can cause system outage.

If you log out of the maintenance console without knowing that your password has been changed, you won't be able to log on to Maintenance and Administration without obtaining the new password from the person who changed it.

3-10 297-2671-545

Release 5.2

Step 3-5: Logging out of maint

CC MIS

Logging out

You log out of Maintenance and Administration after you have completed your work. By logging out, you protect the system configuration.

Guidelines

Perform the steps in the procedure below to log out of CC MIS Maintenance and Administration.

1. Access the Maintenance and Administration menu.

2. Enter l to log out from the menu.

The system displays the console login prompt.

Unauthorized use of console

Anyone can change your password through the Modify Password function of the main menu. This terminal provides direct access to CC MIS configuration. Improper use of this tool can cause system outage.

Be cautious about leaving your maintenance console logged on. This terminal provides direct access to CC MIS configuration.

CC MIS Maintenance Guide 3-11

CC MIS

The Operating System Configuration command is displayed on PowerPC platforms only.

Release 5.2

Maintenance menus and screens

Maintenance and administration main menu

The main menu for the Maintenance interface is displayed upon suc cessful login to CC MIS.

Figure 3.3 Maintenance and Administration menu

Configuration menu

The configuration menu is the first menu accessed from the main menu to configure the system, establish switch links, and define partitions. The CC MIS system must be running in order to use the configuration utility to add or delete partitions, change data storage parameters, and change disk allocation.

Figure 3.4 Configuration menu

3-12 297-2671-545

Release 5.2

CC MIS

System upgrade utility menu

The system upgrade utility menu provides access to commands used for upgrading software versions.

Figure 3.5 System upgrade utility menu

Backup and restore menu

The backup and restore menu provides access to commands used f or customer backup of data. It provides for the restoration of data in the event of data corruption.

Figure 3.6 Backup and restore menu

CC MIS Maintenance Guide 3-13

CC MIS

Release 5.2

Run state utilities menu

The run state utilities menu provides access to commands used for start-up and shutdown of the CC MIS system and individual partitions, and contains the update switch configuration data command (formerly available in the Supervisor interface).

Figure 3.7 Run state utilities menu

Diagnostics menu

The diagnostics menu provides access to diagnostic programs for CC MIS.

Figure 3.8 Diagnostics menu

3-14 297-2671-545

Note:

The File Transfer command is available only and displayed on this menu if you are logged in through the maintenance modem. This command is no available on the PowerPC platform.

Release 5.2

Section 4: Shutdown, Startup,

and Power down

CC MIS

Shut down CC MIS

Start up CC MIS

Power down CC MIS

Introduction

This chapter contains procedures for the following commands and functions: shut down, start up, and power down CC MIS.

Shut down CC MIS

CC MIS must be manually shut down before certain functions are performed through the maintenance console. (CC MIS is automatically shutdown for functions requiring shutdown.) The shutdown command leaves the operating system and other non-CC MIS software running. The system is shut down from the Run State Utilities menu.

Figure 4.1 Run state utilities menu

Power up CC MIS

Power failures

CC MIS Maintenance Guide 4-1

CC MIS

Release 5.2

Start up CC MIS

Perform a start up of CC MIS if you shutdown CC MIS.

Start up/shut down partitions

Perform start up and shut down of CC MIS partitions from the Run State Utilities menu. It is also available in Partition Configuration screen (refer to Chapter 7).

Power down CC MIS

The Power down command is used to remove power to CC MIS. The power down command is selected from the Run State Utilities menu.

Use the power button to power up CC MIS after a

Note:

power down.

Shut down CC MIS

Using this command shuts down the CC MIS software, leaving the operating system, non-CC MIS programs, and CC MIS maintenance software running.

If you want to shut down both the CC MIS software

Note:

If you request a maintenance function that can only be performed with CC MIS shutdown, the maintenance and administration software automatically shuts down CC MIS. The system does not need to be shut down manually. (The exceptions are the Test All I/O Ports function and changing the Network Name, both of which require manual shutdown.)

and the UNIX operating system, you must use the power down command.

Automatic logout CC MIS supervisor's are automatically logged out if the CC MIS system is shut down.

4-2 297-2671-545

Release 5.2

Step 4-1: Shutting down CC MIS

CC MIS

Perform the steps below to manually shut down CC MIS.

1. Ensure that CC MIS is operating and access the Maintenance and Administration menu.

CC MIS shutdown

Advise supervisors that you are shutting down the CC MIS system. Supervisors do not have access to CC MIS after you have shut down the system.

2. Enter r to display the Run State Utilities menu.

3. From the Run State Utilities menu, enter s to shut down the CC MIS system. The system displays the following warning:

WARNING!

Proceeding with this operation will bring down all CC MIS software. Ready? (yes/quit)

4. Enter y.

Note: Enter q to abort the shut down and return to the menu.

The system displays the following message:

CC MIS terminating. . .

CC MIS has been s hutdown. Use the Start the CC MIS System command to restart it. Press RETURN to continue.

5. Press <Return>.

The system displays the Run State Utilities menu. The third option has changed to Start the CC MIS System.

CC MIS Maintenance Guide 4-3

CC MIS

Step 4-2: Starting CC MIS

Start up CC MIS

This command starts up CC MIS after it has been shut down (not powered down). CC MIS is started after certain maintenance tasks have been completed, such as automatically testing all configured ports.

Perform the steps below to start CC MIS.

Release 5.2

1. Access the Maintenance and Administration menu.

2. Enter r to display the Run State Utilities menu.

3. From the Run State Utilities menu, enter s to start the CC MIS system.

Note: CC MIS must be shut down to access the correct option.

The system displays the following messages: Start the CC MIS system

Is the date and time [date and time] correct? (yes/no/quit)

Note: If the time and date are wrong, enter n. Th e prompt Enter the correct time and date [mmddHHMMyy]: is displayed. Enter correct time and dat and press the <Return> key. The syst em displays the following message again:

Is the date and time [date and time] correct? (yes/no/quit)

Note: The time and date for the system are spe ci fied here (not read from the switch - unless link is synchro nized with switch). If the system experience s “drif ing time" it will need to be shut down and restarted and the date/time specified again.

4. Enter y.

Note: Enter q to abort the startup and return to the menu.

The system displays the following messages:

Starting CC MIS. . . .

CC MIS has been started. Press RETURN to continue.

5. Press <Return>.

The system displays the Run State Utilities menu. The third option has changed to Shutdown the CC MIS System.

4-4 297-2671-545

Release 5.2

Step 4-3: Power down CC MIS

CC MIS

Power down CC MIS

This command powers down both CC MIS and the UNIX operating system. You power down CC MIS when you want to stop running all software or remove power from the system in order to service hardware or move the system.

Perform the steps in below to power down CC MIS.

1. Access the Maintenance and Administration menu.

2. Enter r to display the Run State Utilities menu.

3. Enter d to power down the CC MIS system and the UNIX operating system. The system displays the following warning:

Prepare the system for powering down.

This command shuts down the CC MIS system (if it is currently running), then shuts down the operating system in preparation for removing power from the system. Ready (yes/quit)?

4. Enter y. (To quit and return to the menu, enter q.) The system displays the following message:

The actual message displayed in Step 4 differs slightly between platforms.

On the PowerPC platform the actual NOTICE text is different than the text shown in this example.

CC MIS terminating ...

Beginning operating system shutdown. SHUTDOWN started Tues Apr6 14:11:40 CDT 1995 THE SYSTEM IS BEING SHUT DOWN NOW ! ! ! Log off now or risk your files being damaged.

CC MIS shutdown

Advise supervisors t hat you are powering down the CC MIS system. Supervisors do not have access to CC MIS after you have powered down the system.

CC MIS Maintenance Guide 4-5

NOTICE: System secured for powering down.

WAIT - corrupted files

After performing step 4, the user must wait for th e message NOTICE: System secured for powering down before proceeding to step 5. Failure to wait may result in corrupted files on the disk.

5. After the message NOTICE: System secured for powerin g down is displayed, turn off power with the power button on the front o f the VME.

6. Unplug power cord from the wall outlet or UPS. (Recommended)

CC MIS

Step 4-4: Powering up CC MIS

Release 5.2

Power up the CC MIS system

The steps are used to power up both CC MIS and the UNIX operating system. Power up CC MIS after it has been powered down using the power down command. Perform the steps below to start CC MIS.

Perform only step 1 if the system was running bu

Note:

1. Turn on power with the power button on th e VME.

was powered down. Perform all of the steps if the system was shutdown prior to power down.

2. After the system has completed start up, the system displays the following prompt:

Console login:

Note: System start up may take several minutes.

3. Enter maint The system displays the following prompt:

Password:

4. Enter the password. The Maintenance and Administration menu is displayed.

5. Select the Run State Utilities option. The Run State Utilities menu is displayed.

6. Enter s to start the CC MIS System. If the CC MIS was running before the system was powered down, it will automatically be restarted. The system displays the following messages:

Start the CC MIS system Time: Date: Ready? (yes/quit)

7. Enter y. (Enter q to abort the startup and return to the Maintenance and Administration menu.) The system displays the following messages:

4-6 297-2671-545

Starting CC MIS. . . .

CC MIS has been started. Press RETURN to return to the Main Menu.

8. Press <Return>

The system displays the Run State Utilities menu. The third option of the menu has changed to “Shutdown the CC MIS System" because th e CC MIS is operating.

Release 5.2

Step 4-5: Recovering from a power fail-

CC MIS

Power failures

The CC MIS system uses a Uninterruptable power supply (UPS) to retain power during power failures. If a power failure exceeds the UPS capability, then the CC MIS system must be powered down.

Note: When a power failure occurs, the user receives console messages stating that the system will shutdown in “xx" minutes. These messages appear every two minutes until the count is down to zero minutes. Afterwards, the system begins the shutdown process.

CC MIS was not running

If CC MIS was not running when the power failure occurred, perform the steps in Step 4-4 (on the previous page) to power up CC MIS.

CC MIS was running

If CC MIS was running when the power failure occurred, perform the step below to recover from the power failure.

ure

1. Turn on power with the power button on th e VME.

2. CC MIS will automatically restart.

CC MIS Maintenance Guide 4-7

CC MIS

Release 5.2

4-8 297-2671-545

Release 5.2

Section 5: Backing up and

Restoring data

CC MIS

Accessing the backup and restore func tions

Using a DATs tape and drive

Backing up custom er data

Restoring customer data

Introduction

The Backup and Restore Utilities allows the following functions to be performed

• backup customer data to tape

• restore customer data from tape

These functions are accessed through the Backup and Restore Utilities menu, as shown in the figure below.

Figure 5.1 Backup and restore menu

CC MIS Maintenance Guide 5-1

CC MIS

Step 5-1: Accessing the backup and re-

Release 5.2

The restore functions must be performed when the affected partitions are stopped, while the backup functions can be performed when the affected partitions are running or stopped. CC MIS must be running in order for backup or restore functions to be performed.

Perform the step below to access the backup and restore utilities.

store menu

1. Enter b to access the backup and restore utilities menu.

The system displays the Backup and Restore Utilities menu.

Using the DAT drive for backups

The DAT tape drive is used to backup customer data and to install and upgrade new software versions.

Figure 5.2 DAT drive unit

The system can be configured to perform an automatic backup each evening. If your system is configured for backups, be sur e to leave a tape in the drive to record the backup.

Valid current data

5-2 297-2671-545

Rotate backup tapes daily to ensure that you have a tape with valid current data from which to restore.

Release 5.2

CC MIS

Write-protecting your DAT

After backing up data, you may want to protect the tape from being written over. A write protect setting exists on the DAT, illustrated in Figure 5-3. To protect the contents of the tape, use your fingernail to move the white tab to the left. The figure below illustrates the setting for a write protected tape. To allow da ta to be written on a t ape, move the white tab to the right.

Note:

Figure 5.3 Digital audio tape

The white tab must be all the way to the right in order to record data on a backup tape.

Use correct tape drive for backups On systems with both a DAT drive and a cartridge tape drive, the DAT must be used backups. Do not

use the cartridge tape drive for backups.

CC MIS Maintenance Guide 5-3

Damage to tape drive Do not unload the backup tape from the tape drive during a backup. Unloading the tape may cause damage to the tape drive.

CC MIS

Step 5-2: Inserting a DAT tape into the

Step 5-3: Ejecting a DAT tape from the

Release 5.2

Perform the steps below when inserting a DAT in the drive. Refer to steps in this chapter to back up data.

tape drive

1. If the tape is for a backup or database upgrade, ensure the t a pe is not write protected. Otherwise, the tape should be write protected.

2. Hold the tape so that the write protect mechanism is on the right, and the tape label is up.

3. Insert the tape in the drive. The system readies the tape, and the ready light glows green.

Use the steps below to eject a DAT from the drive.

tape drive

1. Press the eject button (when amber light is off).

The system ejects the tape.

Backing up customer data

The Backup command stores information from the CC MIS databases to tape. For systems equipped with a DAT drive and a cartridge tape drive, data is stored using the DAT drive. For systems equipped with a cartridge tape drive only, data is stored using the cartridge tape drive. You can only back up customer data when the CC MIS system is operating. Backing up customer data records the following information:

• definitions database for selected partitions

• data database for selected partitions

• configuration database

5-4 297-2671-545

Release 5.2

Note: Systems that store more than 2 GBytes of data may not be able to perform an unattended nightly back up. The information being backed up may not fit on a sing le DAT tape.

CC MIS

Automatic backups

The CC MIS system automatically performs backups every 24 hours, if the "Nightly Backups" is enabled for the partition. It will backup every partition for which this option is enabled (see partitions options in Chapter 7). To verify that your daily databa se backup has been successful, view the error log and look for one of the following messages: Nightly Backup was successful, or Nightly Backup failed. To keep one week of data as a backup, use a total of seven tapes for the daily backup. Change the tape each day, storing the tape from the previous day. Reuse the tapes in a seven day cycle. (Do not exceed the tape manufacturer's recommended usage.)

The number of days, weeks, or months that data is stored is determined by the parameters set through the storage calculator. The specified duration identifies the period of time data is saved before being automatically purged from the database.

Manual backups

Manual backups provide additional control over what is backed up. The manual selections for BACKUP and RESTORE are as follows:

• For configuration only backup and restore - This backs up and

restores the information defined through the maintenance configuration screens.

• For partition/definition database only - This backs up and restores

the information defined through admin, reports, displays, config screens, and so on. That includes all definitions that were created by the supervisor.

• For partition/data database only - This backs up only historical

statistics. This is the data used in the cus tom and standard reports. This is NOT data shown on real-time displays. (Not applicable for NAPs.)

CC MIS Maintenance Guide 5-5

CC MIS

Release 5.2

If the system crashed and you need to restore all data, you restore the configuration data first, then you restore both the partition/system database and partition/data database to restore all data for all partitions.

Note:

Figure 5.4 Backup screen

The Backup screen is shown with a sample ad hoc backup set. The default "Backup?" value will be "yes" for the configuration database.

There is no difference between manual and nightly backups when all options are selected during a manual backup.

The default "Backup?" value for each partition is "yes" if the nightly backup for the partition is enabled (see Partition Options in Chapter 7).

The default for NAPs is “yes” for Definition Database only. The lower portion of the screen displays information about the current

backup. Messages such as "Insert new tape" are displayed in this area. The tape number and item being backed up are also displayed.

Backup screen commands

The following commands are accessed on the Backup screen by pressing the F1 soft-key.

5-6 297-2671-545

Release 5.2

CC MIS

Table 5-1: Backup screen commands

Command Function

Exit Exits the current screen. Start backup Initiates an ad hoc backup. Continue backup Used to continue backup when end-

of-tape is reached or some other recoverable error has occurred.

Cancel backup Cancels the current backup (after con-

firmation).

View backup log Allows the user to view the backup log

without having to go through the Logs screen.

Constraints

This procedure only backs up CC MIS data; it does not store information from the ACD database tables on the DMS-ACD.

Note:

You can back up customer data only when the CC MIS system is operating.

Damage to tape drive Do not unload the backup tape from the tape drive during a backup. Unloading the tape may cause damage to the tape drive.

Use correct tape drive If your system has both the DAT drive and the cartridge tape drive, you must use the DAT drive to back up customer data.

CC MIS Maintenance Guide 5-7

CC MIS

Step 5-4: Backing up customer data

Release 5.2

Guidelines

Use the steps below to back up customer data.

1. Access the Backup and Restore Utilities menu.

2. Enter b to back up customer data.

The system displays the Backup screen.

3. Move cursor to the backup field for the partition and press the Options function key for the Options menu. Select the de sired setting [1 . No, 2. Yes, 3

Yes (Definition Only), or 4. Yes (Data Only)].

4. Press the Commands function key to display the commands menu .

5. Select the Start Backup command (item 2).

6. A pop-up dialog box appears with the following message:

Insert a blank tape and wait until the tape drive is ready. Press "y"

when ready, "q" to quit.

Ready? (y/q)

7. Enter y to begin the backup.

8. During the backup process, view the Backup Inf ormation area of the Backup screen for important information and messages regarding the progress of the backup.

Note: A message will be displayed when a new tape needs to be inserted. This area will also display the tape number and the name of the item being backed up.

9. When prompted, remove the tape from the cartridge tape drive by moving the eject latch from the right to the left or by pressing the eject button.

10. To exit the Backup screen, press the Commands function key and select the Exit option.

The Backup and Restore Utilities menu is displayed.

5-8 297-2671-545

Release 5.2

)

CC MIS

Restoring customer data from tape

The Restore command can be used to restore customer data from a backup tape in the event of a disk crash or other data corruption. This process loads backup copies of the CC MIS database from a tape and replaces existing databases.

Therefore, this procedure should be performed only if the existing data has been corrupted or is no longer valid.

This procedure restores the following information from tape:

• definitions database for selected partitions

• data database for selected partitions (not applicable for NAPs)

• configuration database

Constraints

You can restore data from a backup tape only when the CC MIS software is operating.

Release 4.1 / 5.0

The system will not allow a backup tape created on another CC MIS release to be restored onto the 5.0 system.

Note:

Corrupted data Be sure that the softwar e release of CC MIS used to create your backup tape matches the software release of CC MIS that restores the data. Data will be corrupted and the system may not function as designed if the releases do not match.

Improper database size When restoring a database from a backup tape, the size of each partition's historical database on the backup tape must be the same size or smaller than the configured storage limit.

Restoring a backup that was performed prior to hardware changes (for example, removing a disk may result in configuration problems.

CC MIS Maintenance Guide 5-9

CC MIS

Release 5.2

Figure 5.5 Restore screen

The Restore screen is shown with a sample ad hoc backup set. The lower portion of the screen displays information about the current restoration. Messages such as "Insert tape" are displayed in this area. The tape number and item being restored are also displayed.

Note:

The Restore process for the configuration database cannot be performed if any partitions are running Restoration of a partition also requires that partition be stopped.

5-10 297-2671-545

Release 5.2

Step 5-5: Restoring customer data

Perform the steps below to restore customer data from tape.

1. Access the Backup and Restore Utilities menu.

2. Enter r to restore c ustomer data. The system displays the Restore screen.

Note: The Restore process for the configur ation database cann ot be performed if any partitions are running. Restoration of a partition also requires that partition be stopped. A prompt is displayed to shut down the partition(s), as needed.

3. On the restore screen, identify the configuration database or partition data to be restored. (Use the Options function key to display the Options menu.)

4. Press the Commands function key to display the commands menu.

5. Select the Start Restore command. A pop-up dialog box a ppears that may include the following messages:

CC MIS

Warning: the existing contents of each database being restored will be removed immediately before the database is restored from tape.

Warning: restoring the configuration database with a different hardware configuration than the current system may have undesirable results.

Warning: restoring the configuration database will shutdown ALL partitions.

Are you sure? (y/q)

6. Enter y to continue.

Note: Enter q to abort the restore process.

If you enter y, the following message appears: Insert the tape and wait until the tape drive is ready. Press "y"

when ready, "q" to quit.

Ready? (y/q)

Note: Use the cartridge tape drive or the DAT drive, depending on your system configuration and available disk size.

7. Enter y to restore data from tape. Enter q to abort the restore process.

CC MIS Maintenance Guide 5-11

Continued on next page ...

CC MIS

Release 5.2

(continued)

8. During the restore process, view the Restore Information area of the Restore screen for important information and messages regarding the progress of the backup.

Note: A message will be displa yed when a new tape needs to be inserted. This area will also display the tape number and the name of the item being backed up.

9. When prompted , remove the tape from the cartridge tape drive by moving the eject latch from the right to the left or by pressing the eject button.

10.To exit the Backup screen, press the Commands function key and select the Exit option.

The Backup and Restore Utilities menu is displayed.

Note: Partitions stopped by the Restore process must be manually restarted.

5-12 297-2671-545

Release 5.2

Section 6: Configuring the

CC MIS system

CC MIS

System configuration screen

Port Allocation screen

Switch link configuration

Networked CC MIS

If you are using the networking feature, refer to the information in Chapter 8.

Terminal server configuration screen

SNMP configuration screen

System configuration reports

Introduction

Through the Configuration main menu, you access submenus that allow you to define or alter parameters related to CC MIS system configuration. The procedure for establishing a CC MIS system is as follows:

• System configuration screen - specify system name, LAN param-

eters, and maintenance printer.

• Switch link configuration - select link type and specify link infor-

mation.

• T erminal server configuration - specify LAN-based terminal serv-

ers available for CC MIS.

CC MIS Maintenance Guide 6-1

• Partition configuration - add a partition, then specify the follow-

ing:

- connection parameters

- partition options

- storage calculator

- disk allocation

- serial terminals

- static LAN terminals

- printers

- wallboards

- master privilege definition

You access the Configuration main menu, as shown in Figure 6-1, from the Maintenance and Administration menu.

CC MIS

Step 6-1: Accessing the Configuration

Release 5.2

Figure 6.1 Configuration main menu

Note: The Physical network Configuration option is only displayed on a networked node.

Accessing the Configuration main menu

You access all configuration functions from the Configuration main menu. CC MIS must be running to perform configuration.

Guidelines

Perform the steps below to access the Configuration main menu.

1. Access the Maintenance and Administration menu.

2. Select c to access the Configuration main menu.

The system displays the Configuration main menu .

6-2 297-2671-545

Release 5.2

CC MIS

System Configuration

The system configuration screen contains system-wide data. This is the first screen accessed when setting up a new system. Information contained in this screen includes system name, network parameters, and the maintenance printer setup.

Figure 6.2 System configuration screen

PowerPC platform version

88K-based platform version

CC MIS Maintenance Guide 6-3

CC MIS

Step 6-2: Accessing the System Configu-

Release 5.2

Guidelines

Perform the steps below to access the System Configuration screen.

ration screen

1. Access the Maintenance and Administration menu.

2. Select Configuratio n to access the Configuration main menu.

The system displays the Configuration main menu.

3. Select System Configuration to access the System Configuration screen.

Field descriptions

The system configuration screen fields are described in Table 6-1.

Table 6-1: System configuration field descriptions

Field Description

System Name The system name will appear on con-

Network Hostname This name can be up to 15 characters

Network Address This is the network IP address that

Netmask Used by routers to determine which

figuration reports. This name can be up to 16 characters in length.

in length. This is the name that appears when the "uname - n" comman d is executed o n the sys tem at th e UNIX prompt.

uniquely identifies the system on the LAN.

bits of an IP address is the network address.

6-4 297-2671-545

Default Gateway Address of the gateway to the network

on which CC MIS is located.

Release 5.2

Table 6-1: System configuration field descriptions

Field Description

CC MIS

Maintenance Printer (187 or 197 platforms)

Unix Printer (PowerPC platforms)

Printer where the maintenance reports and logs are spooled. This is a directconnect, hard-wired printer. The maintenance printer can be added to any port which is not currently in use by a partition.

Press the Options menu to select ports, modem, baud rate, and printer models. (Up to 25 characters can be entered for the printer name.) Use the port allocation key to view port allocations.

Note 1: The maintenance (system) printer can be connected to the VME using the parallel port.

Note 2: Graphical reports cannot be printed on the Maintenance Printer.

Designated (unix-defined) printer where the maintenance reports and logs are spooled.

Printers on the PowerPC m ust first be configured using the Add a Unix Printer command in the Operating System Configuration menu before they can be configured into CC MIS.

CC MIS Maintenance Guide 6-5

CC MIS

Release 5.2

Port Allocation

The Port allocation screen is a view-only screen. It allows you to view a list of ports on the system and identifies the partition to which they are allocated. To change the port allocations, you must access the Port Configuration screen (described in Chapter 7).

Figure 6.3 Port Allocation screen

Constraints

Port console is configured as a console device, and port contty is always configured as a dialup maintenance device for system maintenance. You cannot change these port assignments. These ports, along with the Maintenance printer, belong to the base partition.

Ports contty02 and contty03 are located on the main processor board. Configuring devices on these ports requires more processor time than if you use the other available ports. If you use these ports to connect an ASCII (dumb) terminal, you need to use line drivers or null modems.

Note:

Port lp0 is the parallel printer port located on the processor board. There are no modem or baud rate fields associated with this port.

These ports are not recommended for Window PCs.

6-6 297-2671-545

Release 5.2

Step 6-3: Accessing the Port Allocation

CC MIS

Guidelines

Perform the steps below to view the port allocation screen.

screen

1. Access the Port Allocation screen by p r essing the Port Allocation function key from the System Configuration screen.

2. Select Exit to return to the Main Menu.

CC MIS Maintenance Guide 6-7

CC MIS

Step 6-4: Accessing the Switch Link

Release 5.2

Switch link configuration

The switch link configuration screen allows you to create multiple link definitions. Links can be live or simulated. This function provides a means of defining logical links that can be used by a partition. Ther e can be up to six link definitions in the switch link configuration screen

- four live and two simulated. (Note that on a PowerPC there c an be

12 live links.) Upon entering the switch link configuration, the screen appears as

shown in Figure 6-4.

Figure 6.4 Switch link configuration screen - Initial

Guidelines

Perform the steps below to access the Switch Link Configuration screen.

1. Access the Maintenance and Administration menu.

6-8 297-2671-545

2. Select Configuratio n to access the Configuration main menu.

The system displays the Configuration main menu.

3. Select Switch Link Configuration to access the Switch Link Configuration screen.

Configuration screen

Release 5.2

CC MIS

Command menu options

The Switch Link Configuration screen has the following commands on the commands menu:

• Exit

• Clear the form

• Read an existing link definition

• Save link definition

• Delete an existing link definition

Live link

If live is chosen as the link type, the remainder of the fields are displayed on the screen. The switch link configuration screen for a live link appears as shown in Figure 6-5.

Live link definitions are specified to obtain a live connection to the DMS/MSL-100.

Switch Codes

The Switch Code field allows three additional digits to be prepended to all direct ory numbers (DNs) received from the switch. This field is normally left blank. Thi s field should be used if you are using the CC MIS networking feature in a private network where duplicate DNs appear on more than one switch. Using a unique switch code for each switch in the private network, CC MIS can make the duplicated DNs unique, thereby allowing the CC MIS networking feature to operate properly.

Figure 6.5 Switch link configuration screen - live link

The Reinit Time field is used to specify a time (in 24-hour format) that the system will request re-initialization from the switch. This field is left blank when no daily re-initialization is required.

CC MIS Maintenance Guide 6-9

The secondary link field is available only if the link redundancy option is enabled on the load tape. It can be left blank if link redundancy is not desired for this live link definition.

Time for the system is set and timezone differences are adjusted using the Synchronize to Switch Time and Timezone Adjustment fields.

CC MIS

Release 5.2

Note: In Release 5.1, partitions on a single node can have different time zones than the rest of the system. This feature is set using the Partition Options screen.

On the PowerPC, the DTE/DCE setup for a port is dete rmined by the hardware and cannot be changed. This setting can be changed on 88Kbased platforms.

Simulator link

If simula tor is chosen as the li nk type, the Simulator Configuration field is displayed on the screen. The Switch Link Configuration screen for a simulator link appears as shown in Figure 6-6.

Simulator link definitions are specified to set aside a link number to specify that a partition should be connected to the simulator.

Figure 6.6 Switch link configuration screen - Simulator link

6-10 297-2671-545

Note:

The configuration information is explained in the Help text. Select the text and press the Help func tion key to view the Help text.

Release 5.2

Step 6-5: Accessing the Terminal Server

CC MIS

Terminal Server Configuration

The Terminal Server screen allows you to specify LAN-based terminal servers that are available for CC MIS.

Figure 6.7 Terminal Server screen

Guidelines

Perform the steps below to access the Terminal Server Configuration screen.

screen

1. Access the Maintenance and Administration menu.

2. Select Configuratio n to access the Configuration main menu.

The system displays the Configuration main menu.

3. Select Terminal Server Configur at ion to access the Terminal Server Configuration screen.

CC MIS Maintenance Guide 6-11

CC MIS

Release 5.2

Adding a Terminal Server

To add a new terminal server, press the Add function key. The dialog (shown in the figure below) appears on the screen. Enter the IP address and press the <Return> key.

Figure 6.8 Adding a Terminal Server

Configuring a Terminal Server

To configure a terminal server, press the Configure function key. The dialog (shown in the figure below) appears on the scre en. Follow the instructions on the screen to enter and configure the terminal server.

Figure 6.9 Configuring a Terminal Server

6-12 297-2671-545

Release 5.2

CC MIS

Editing a field

To edit the fields of a terminal server listed on the Terminal Server screen, press the Edit Field function key.

Figure 6.10 Editing a field on the Terminal Server screen

CC MIS Maintenance Guide 6-13

CC MIS

Release 5.2

SNMP configuration

The SNMP configuration screen displays information concerning the three CC MIS SNMP communities: Read-only, Read-wri te, and Trap. These communities consists of:

• community name

• access mode

• set of IP addresses (of SNMP managers)

Due to the technical nature of the SNMP capabil ity

Note:

The SNMP configuration screen is used to define Network Management Systems (NMS) that may have access to the system-wide information defined by the Management Information Bases (MIBs). The two types of MIBs are:

a background in network management and the SNMP protocol is recommended for administrator and users of this feature.

• CC MIS System MIB

• MIB-2 (standard MIB)

The SNMP configuration screen is shown in the figure below.

Figure 6.11 SNMP configuration

6-14 297-2671-545

Release 5.2

CC MIS

Field descriptions

The SNMP configuration screen fields are described in the table below.

Table 6-2 : SNMP field descriptions

Field Description

Community The communities are as follows:

Read-only - Lists the IP addresses of SNMP managers who may query MIB variables.

Read-write - Lists the IP addresses of SNMP managers who may both query and set MIB variables.

Trap - Lists the IP addresses of SNMP managers who are to receive traps generated by the system MIBs.

Name This name can be 1 to 15 charac ters in

length. Any character except the vertical bar can be used. The Read-only and Read-write communities can have the same name, However it is not recommended. When they both have the same name, the Read-write community member list is searched first.

Members This area lists the IP addresses of

SNMP managers that have access to the community. An entry of 0.0.0.0 is used to indicate that all SNMP mangers are considered part of that community.

Note: The 0.0.0.0 cannot be used in the Trap community because CC MIS needs an explicit list t o which traps are to be sent.

CC MIS Maintenance Guide 6-15

CC MIS

Step 6-6: Accessing the SNMP Configu-

Release 5.2

Guidelines

Perform the steps below to access the SNMP Configuration screen.

ration screen

1. Access the Maintenance and Administration menu.

2. Select Configuratio n to access the Configuration main menu.

The system displays the Configuration main menu.

3. Select SNMP Configuration to access the SNMP Configuration screen.

6-16 297-2671-545

Nortel CC MIS, CC MIS 5.2 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual