Nortel Networks n0060597 User Manual
Upgrade Guide
BCM 4.0
Business Communications Manager
Document Status: Standard
Document Version: 01.1
Part Code: N0060597
Date: October 2006
Copyright © 2006 Nortel Networks, All Rights Reserved
All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical Support
Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues
with Nortel products. More specifically, the site enables you to:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base for answers to
technical issues
• sign up for automatic notification of new software and documentation for Nortel equipment
How to get Help 3
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and have a
Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone number for your region:
www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)
to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for
your product or service, go to:
www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller.
Upgrade Guide
4 How to get Help
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Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
What’s new in BCM 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
No longer supported by BCM 4.0 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using this upgrade guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
First step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Second step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Final step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 2
Pre-upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Important information to note before attempting this upgrade . . . . . . . . . . . . . . . . . . . 11
Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
BCM system tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Management computer tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Record-keeping tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Contents 5
Chapter 3
Upgrading to BCM 4.0 and SRG 1.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Upgrading the BCM400 Expansion Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Upgrading an SRG 1.0 system to SRG 1.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Performing the BCM 4.0 and SRG 1.5 upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Upgrade Wizard BCM status indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 4
Post-upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
BCM system tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Client upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Installing Reporting for Contact Center (RCC) . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Chapter 5
Hard disk upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Upgrade to BCM 4.0 through hard disk replacement . . . . . . . . . . . . . . . . . . . . . . . . . 38
Upgrade Guide
6 Contents
Appendix A
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Dealing with condition messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Dealing with log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Upgrading to BCM 4.0 after a failed pre-check or upgrade . . . . . . . . . . . . . . . . . . . . . 40
Common troubleshooting issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
BCM Imaging Tool (BIT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BIT recovery process prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
BIT recovery process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
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Chapter 1
Getting started
Use this document to upgrade a Business Communications Manager (BCM) or Survivable Remote
Gateway (SRG) system to BCM 4.0 or SRG 1.5 software. Table 1 lists the supported upgrade
paths to BCM 4.0 and SRG 1.5.
Table 1 Available upgrade paths to BCM 4.0 and SRG 1.5
Software Hardware Upgrade path Comments
7
BCM 3.6
BCM 3.7
SRG 1.0 BCM200
BCM 3.6
BCM 3.7
BCM 3.5 BCM200
BCM 3.0 BCM200
BCM 2.5 / FP1 BCM1000 Hard disk replacement and re-program
BCM 2.0x BCM1000 Hard disk replacement and re-program
BCM200
BCM400
BCM1000
BCM400
BCM400
expansion
gateway
BCM400
BCM1000
BCM400
BCM1000
BCM 3.6 or BCM 3.7 > BCM 4.0
Preserves customer data.
SRG 1.0 > SRG 1.5
Preserves customer data.
BCM 3.6 or BCM 3.7 > BCM 4.0
Preserves customer data.
BCM 3.5 > BCM 3.7 > BCM 4.0
Preserves customer data.
BCM 3.0 > BCM 3.6 or BCM 3.7 >
BCM 4.0
Preserves customer data.
customer data (requires BCM 4.0 upgrade
keycode)
customer data (requires BCM 4.0 upgrade
keycode and 256 Mb RAM)
Follow the instructions in this
guide.
Follow the instructions in this
guide.
Follow the instructions in this
guide.
For details about upgrading from
BCM 3.5 to BCM 3.7, refer to the
BCM 3.7 Upgrade Guide.
For details about upgrading from
BCM 3.0 to BCM 3.6, refer to the
BCM 3.6 Upgrade Guide.
Refer to “Hard disk upgrade” on
page 37
Refer to “Hard disk upgrade” on
page 37
The upgrade of a beta version of BCM 4.0 software to the released version is supported by the
Software Update task of Element Manager. Refer to the Software Updates chapter of the BCM 4.0
Administration Guide for information on how to use the Software Update task to perform the
upgrade of your BCM 4.0 beta system to the generally available BCM 4.0 released version.
The hardware for BCM200, BCM400, and BCM1000 systems remains the same as for BCM 3.6
and BCM 3.7. If you have a functional BCM system, there is no need to reinstall your system
hardware before beginning the upgrade.
Survivable Remote Gateway (SRG)
An SRG system uses the same hardware and is based on the same software as a
BCM system (SRG 1.0 is based on BCM 3.6/3.7; and SRG 1.5 is based on
BCM 4.0). When the SRG keycode is applied, only the SRG functionality is
activated. Therefore, the same upgrade process is used to upgrade BCM and SRG
systems.
Upgrade Guide
8 Chapter 1 Getting started
Applicable systems
The upgrade to BCM 4.0 applies to systems running:
• BCM 3.6 (2.2c or 3.1a)
• BCM 3.7 (2.4f)
•SRG 1.0
An SRG 1.0 system is upgraded to SRG 1.5 using the BCM 4.0 Upgrade Wizard (located on the
Upgrade CDs) and SRG authorization code. The process is outlined in this guide.
What’s new in BCM 4.0
The primary changes from BCM 3.7 to BCM 4.0 are:
• Operating system: A Linux operating system (OS) replaces Windows NT® Embedded for
BCM 4.0 systems.
• Element Manager: Element Manager replaces Unified Manager as the primary BCM
management tool. Element Manager must be used to configure a BCM 4.0 system; Unified
Manager does not function with a BCM 4.0 system. If you need to configure a pre-BCM 4.0
system (for example, BCM 3.6/3.7), then you must use Unified Manager; Element Manager
does not function with a pre-BCM 4.0 system.
• New IP Phone support: BCM 4.0 supports the following new IP Phones: 1120E, 1140E,
2007, IP Audio Conference Unit 2033, WLAN handset 2212, and the IP Phone KEM.
• Administrator account: In a BCM 4.0 system, the default administrator account is nnadmin,
instead of ee_admin, and the password is PlsChgMe!.
• Keycode functionality: You no longer require a keycode for each feature; you now require
only one keycode to enable software features on the BCM 4.0 system. The single keycode is
generated from multiple feature selections using the Nortel keycode retrieval system (KRS).
• Market profiles and software loads: In BCM 4.0, there are only three software loads (instead
of the five for BCM 3.7); T1 CT2 and E1 CALA are removed. If the BCM 3.6/3.7 system was
running a T1 CT2+ load then it is upgraded with a T1 Etiquette load and if it was running an
E1 CALA load, then it is upgraded with an E1 Global load. These changes are automatically
implemented as part of the upgrade process; no user intervention is required.
• Telset administration: BCM 4.0 supports Telset administration (see BCM 4.0 Telset
Administration Guide).
• USB support: BCM 4.0 adds support for USB ports on the BCM200/400 systems (not
supported on BCM1000). This support includes file loading and UPS connection through the
USB port.
• UPS support over USB: UPS connectivity through the USB port is supported in BCM 4.0 for
the BCM200/400 system for graceful shutdown (not supported on BCM1000).
• Multimedia Contact Center: All custom files (html and txt) are case sensitive and must
match the format shown in default interface folder in CallPilot Manager after upgrading to
BCM 4.0. All custom interfaces created in BCM 3.6/3.7 are also case sensitive and must match
the format shown in CallPilot Manager after upgrading to BCM 4.0.
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No longer supported by BCM 4.0 software
The following items are not supported by BCM 4.0 software:
• Companion, European Matra DECT, and Symbol: Keycodes are unavailable for BCM 4.0
and these telephones will no longer function.
• PPTP functionality: Point-to-point tunneling protocol (PPTP) for VPN access is no longer
supported. BCM 4.0 provides support for IPSec as the preferred VPN solution.
• Voice Applications: CallPilot Mailbox Manager and Operator Manager, previously available
through the Unified Messaging interface, are no longer available through a graphical user
interface. This functionality can be accessed through Telset administration (see BCM 4.0
Telset Administration Guide).
• BCM 3.6/3.7 wizards: The wizards available in BCM 3.6/3.7 are replaced with similar
functionality in BCM 4.0:
— The Quick Start wizard is replaced by the Startup Profile in BCM 4.0.
— The Add New Users wizard functionality is accomplished using Element Manager.
— The Edit DN Record Template functionality is accomplished using Element Manager.
— The DN Renumber functionality is accomplished using Element Manager.
— The Network Update functionality is accomplished using Element Manager.
— DECT configuration and DECT mobile wizards are no longer available for Matra DECT
since Matra DECT is not supported in BCM 4.0 (Kirk DECT is supported).
• COPS protocol: The ability to configure quality of service queue policies using the COPS
protocol is no longer supported. The synoptics MIBs supported on BCM 3.6/3.7 for this
purpose have also been removed.
• Partial double density: Partial double density (PDD) was used to support Companion
telephones (through buses 6 and 7). Since Companion is no longer supported, PDD is not
required and all buses are full double density (FDD).
Chapter 1 Getting started 9
Using this upgrade guide
This section explains how to use the information in this guide.
Ensure that you read all the instructions carefully before attempting the upgrade.
First step
• Read the sections in Chapter 2, “Pre-upgrade activities,” on page 11 about prerequisites and
pre-upgrade tasks.
•Read Chapter 3, “Upgrading to BCM 4.0 and SRG 1.5,” on page 19 before performing the
upgrade.
• After you read this information and are certain that your system is ready to be upgraded, go to
the Second step.
Upgrade Guide
10 Chapter 1 Getting started
Second step
Perform the upgrade using the information in Chapter 3, “Upgrading to BCM 4.0 and SRG 1.5,”
on page 19.
The chapter describes:
• Upgrading BCM200/400 and BCM1000 systems
• Upgrading an SRG 1.0 system
• Upgrading a BCM400 Expansion Gateway
• step-by-step instructions to guide you through the upgrade using the Upgrade Wizard
Condition messages might appear during the upgrade. Refer to Appendix A, “Troubleshooting,”
on page 39 for more information about condition messages.
When the upgrade completes successfully, go to the Final step.
Final step
After a successful upgrade, go to Chapter 4, “Post-upgrade activities,” on page 31.
This chapter describes:
• the configuration information that must be re-entered since it was not preserved by the upgrade
process.
• the reinstallation of all client applications supported by BCM 4.0 on all desktop systems.
All of these activities might not apply to your system, but review them and perform the relevant
activities.
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Chapter 2
Pre-upgrade activities
Before you attempt to perform the upgrade, review the following prerequisites carefully to
determine whether your system is compliant, and perform the indicated tasks to prepare your
system for the upgrade process.
If you are unable to correct any issues, contact technical support within your organization for
information on resolving the issues.
Important information to note before attempting this upgrade
This section provides notes, warnings, and information that is critical to the upgrade.
• New administrator account is nnadmin: After the upgrade is complete, the only account
available on the BCM 4.0 system is the default administrator account, which is nnadmin and
the password is PlsChgMe!.
• BCM 3.6/3.7 backup required: It is important to have a complete and current backup of your
BCM 3.6/3.7 system in case there is a failure of the upgrade. This backup can be used to
restore your BCM 3.6/3.7 system. Then you can attempt the upgrade again.
• Hard drive will be erased: Each partition of the entire hard drive is erased and the entire drive
is repartitioned. This removes all data including data that is not recognized as part of the
BCM 3.6/3.7 software and all logs and on-box backups. This affects the entire hard drive,
including documentation, client applications, and the maintenance operating system. However,
operational and configuration data (such as voice mail and telephony data) are preserved. All
components that exist on the hard drive are replaced as needed by the corresponding BCM 4.0
components.
• Voice mail and telephony data are preserved: Telephony data and personal voice mail
messages are preserved during the upgrade even though the entire hard drive is erased.
• ISDN/Companion DNs: There is a specific range of DNs reserved for the Companion/ISDN
telephones. Since Companion is not supported in BCM 4.0, all former Companion DNs in the
range appear as ISDN DNs. Also, all the data on the former Companion DNs is set to default
values.
• Hospitality services: The value for Retry Interval is not automatically changed to correspond
with BCM 4.0 parameters. In BCM 3.7, the values for Retry Interval are 2–9 inclusive; the
selected value is retained when upgrading to BCM 4.0. However, if you change the Retry
Interval setting in BCM 4.0, the acceptable values are 2, 4, 6, 8.
• Services are unavailable during upgrade: Your system will be out-of-service once you start
the Upgrade Wizard until the upgrade is complete, approximately 60 to 90 minutes under ideal
conditions. The system services are down during that period, so ensure that you notify your
users of the outage. Your system will be fully functional once the upgrade is complete, the
client applications are upgraded, and the services are restarted, with the exception of the items
that are no longer supported under BCM 4.0.
11
Upgrade Guide
12 Chapter 2 Pre-upgrade activities
• No longer supported: A number of BCM 3.6/3.7 features are no longer supported in
BCM 4.0. Refer to “No longer supported by BCM 4.0 software” on page 9 for more
information.
Pre-upgrade tasks
The pre-upgrade tasks must be completed before attempting the upgrade.
The pre-upgrade tasks are divided into three parts:
• “BCM system tasks” on page 12
• “Management computer tasks” on page 16
• “Record-keeping tasks” on page 17
BCM system tasks
The Upgrade Wizard verifies many of these system tasks during the initial stage of the upgrade
process. However, if you manually verify these requirements, you can avoid any potential issues
during the upgrade process.
Perform the following tasks dealing with your BCM 3.6/3.7 system before beginning the upgrade:
• Verify hardware requirements: Ensure that your BCM system meets the following
requirements:
— BCM system running BCM 3.6 (2.2c or 3.1a), BCM 3.7 (2.4f), or SRG 1.0
— Hard disk: must be a Nortel-supplied OEM hard disk (minimum 20GB) with partitions
defined at manufacture or by the BCM Imaging Tool (BIT)
— RAM: minimum of 256 MB
— BCM1000/BCM400: MSC 1A Media Services Card (MSC) with two MS-PEC IIIs or four
MS-PEC IIIs
— BCM200: MSC 1B Media Services Card with one or two MS-PEC IIIs installed
— Optional: USB cable to connect the UPS for graceful shutdown (replaces serial
connection)
• Ensure that your system name follows the naming standards: The standards for creating a
valid BCM 4.0 system name are different than those for BCM 3.6/3.7. If your system name
does not meet the standards for BCM 4.0, the upgrade will still complete successfully.
However, Nortel recommends that you change your system name to follow the BCM 4.0
naming standards (either before or after the upgrade). Please use the following standards when
determining a system name:
— The system name cannot be blank.
— The system name cannot be greater than 24 characters in length.
— The valid characters are uppercase and lowercase letters (a–z, A–Z), numeric digits (0–9),
and the dash character (-).
— The first character cannot be the dash character (“-”).
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Chapter 2 Pre-upgrade activities 13
• Perform a backup of your BCM 3.6/3.7 system: Current settings will be lost if there is a
system failure during the upgrade procedure. Use the Unified Manager backup and restore
utility (BRU) to back up all the data on the BCM and store it on a remote host before
proceeding with the upgrade procedure.
Note: If you are using Network Configuration Manager (NCM) to manage your
BCM networks, you can use NCM to automatically obtain and store the backup
images of BCM 3.6/3.7 systems before performing the upgrade to BCM 4.0. You
can invoke the BCM 3.6/3.7 backup in accordance with a centralized schedule.
You can also import the BCM 3.6/3.7 configurations into NCM, and use the NCM
excel report capability through Export to TFTP to create an excel programming
record of all the BCM Unified Manager information that NCM is able to manage.
Ensure that you have a complete current backup file stored in a location other than on the
BCM system or the computer you are using to run the backup. This provides you with a
backup of your most recent settings in the event of a system failure during the upgrade.
Warning: After the upgrade is complete, do not restore your BCM 4.0 system using the
BCM 3.6/3.7 backup. The systems are not compatible and the restore will not function
properly. Use the BCM 3.6/3.7 backup only if the upgrade fails and your system is no
longer functional. A backup can only be restored to a system running the same software
version from which the backup was created.
• Note the BCM IP address: Note the IP address of the BCM system that you want to upgrade.
You are required to enter this information in the Upgrade Wizard when prompted to connect to
the BCM system.
• Ensure your BCM 3.6/3.7 system hard disk is correctly partitioned: Your BCM system
hard disk must be partitioned as shown in Table 2. If the hard disk is not correctly partitioned,
the upgrade does not proceed and your system returns to the pre-upgrade state.
Use BIT to correct any hard disk partition issues (see “Upgrading to BCM 4.0 after a failed
pre-check or upgrade” on page 40).
Table 2 BCM200/400 and BCM1000 system hard disk partition information
Drive Label Type Size (bytes)
C: WINNT NTFS exactly 2623863808
D: DATA NTFS exactly 9911427072
E: LOGS NTFS exactly 2105638912
F: NNACTIVE (or NNINACTIVE NTFS exactly 2105638912
G: NNINACTIVE (or NNACTIVE) NTFS exactly 2105638912
I: MAINTOS NTFS exactly 1052835328
Note 1: Drives F and G cannot have the same label. One must be NNACTIVE and the other NNINACTIVE.
Note 2: For BCM1000 systems, the MAINTOS partition can be on drive I or H.
Note 3: For BCM1000 systems, the size of drives C and D must be greater than or equal to the values
provided and drive I (or H) must be greater than or equal to 1052834816 bytes.
Upgrade Guide
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