Avaya™ Call Management System (CMS)support.avaya.com/elmodocs2/multivantage/700229065_20.pdf ·...

Avaya™ Call Management System (CMS)Release 3 Version 11Platform Upgrade and Data Migration

Issue 2.0August 2002

Compas ID 89236Comcode 700229065

© 2002, Avaya Inc.All Rights Reserved

NoticeEvery effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

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

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

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

Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

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

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

• Utilization (of capabilities special to the accessed equipment)• Theft (such as, of intellectual property, financial assets, or

toll-facility access)• Eavesdropping (privacy invasions to humans)• Mischief (troubling, but apparently innocuous, tampering)• Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)

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

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

• Installation documents• System administration documents• Security documents• Hardware-/software-based security tools• Shared information between you and your peers• Telecommunications security experts

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

• your Avaya-provided telecommunications systems and their interfaces

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

• any other equipment networked to your Avaya products.

TrademarksAvaya is a trademark of Avaya, Inc.Blade, Enterprise, Fire, SPARCserver, Solaris, Sun, and Ultra are trademarks and registered trademarks of Sun Microsystems, Inc.Informix is a registered trademark of Informix Software, Inc.

UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited.

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

http://www.avaya.com Select Support, then select Escalation Lists US and International. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List.

AcknowledgmentThis document was written by the CRM Information Development group.

http://www.avaya.com


Issue 2.0 August 2002 3

Contents 3

Preface

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Reason for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

CMS software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Upgrade documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Switch documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Other documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Web site for frequently asked questions (FAQs). . . . . . . . . . . . . . . . . . . . . 14Customer support for the United States. . . . . . . . . . . . . . . . . . . . . . . . . 14Technician support for the United States . . . . . . . . . . . . . . . . . . . . . . . . 14Customer and technician support outside the United States . . . . . . . . . . . . . . . 14

Migrating to a new CMS R3V11 platform

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Preparing for the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Migrating data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Consolidating ACDs during migration . . . . . . . . . . . . . . . . . . . . . . . . 19Moving pseudo-ACDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Phased migrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Customization issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Serial port compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Tape drive compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installing and provisioning the new system . . . . . . . . . . . . . . . . . . . . . . . . 23Creating ACDs on the new system . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Recording information on the old system . . . . . . . . . . . . . . . . . . . . . . . . 24

Switch information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Data storage allocation parameters . . . . . . . . . . . . . . . . . . . . . . . . . 26Storage interval size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Avaya Call Management SystemRelease 3 Version 11

Platform Upgrade and Data Migration

Contents

Contents

4 Avaya CMS R3V11 Platform Upgrade and Data Migration

Data storage allocation for Forecasting . . . . . . . . . . . . . . . . . . . . . . . 27Networking information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Printer administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Setting up authorizations on the new system . . . . . . . . . . . . . . . . . . . . . . 29Creating ACDs on the new system . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Checking space allocation on the new system . . . . . . . . . . . . . . . . . . . . . 37

Backing up the old system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Cleaning the tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Doing a CMSADM backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

CMSADM backup for R3V6 and earlier . . . . . . . . . . . . . . . . . . . . . . . 39CMSADM backup for R3V8 and later . . . . . . . . . . . . . . . . . . . . . . . . 43

Backing up Visual Vectors vector layouts and comments . . . . . . . . . . . . . . . . 46Doing a full maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Doing an incremental maintenance backup (optional) . . . . . . . . . . . . . . . . . . 51

Migrating administration data and customer files to the new system . . . . . . . . . . . . 54Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Checking free space allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Tape drive compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Copying migration data over the network . . . . . . . . . . . . . . . . . . . . . . 56Moving the tape drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Migrating system administration data to the new system . . . . . . . . . . . . . . . . 62Migrating agent and call center administration data to the new system . . . . . . . . . . 64Restoring contents of CMS user directories to the new system . . . . . . . . . . . . . 66Restoring non-CMS files (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

R3V6 and earlier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67R3V8 and later . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Moving the switch link to the new system . . . . . . . . . . . . . . . . . . . . . . . . 69Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Busying out the link on the old system . . . . . . . . . . . . . . . . . . . . . . . . . 69Moving the link from the old system to the new system . . . . . . . . . . . . . . . . . 69Adding network information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Starting data collection on the new system . . . . . . . . . . . . . . . . . . . . . . . 70

Migrating historical data to the new system . . . . . . . . . . . . . . . . . . . . . . . 71Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Migrating historical data to the new system . . . . . . . . . . . . . . . . . . . . . . . 71Removing the tape drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Backing up the new system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Doing a CMSADM backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Doing a full maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Reinstalling third-party and custom software . . . . . . . . . . . . . . . . . . . . . . . 76Blank data forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77CMS authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78ACD configuration setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Free space allocation (R3V8 and earlier) . . . . . . . . . . . . . . . . . . . . . . . . 81Free space allocation (R3V9 and later) . . . . . . . . . . . . . . . . . . . . . . . . . 82

Contents


Data storage allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Storage intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Backup device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Data migration tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86All tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87System administration tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Agent/call center administration tables . . . . . . . . . . . . . . . . . . . . . . . . . 94Historical tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Tables not migrated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Contents



Preface

OverviewAvaya™ Call Management System (CMS) Release 3 Version 11 Platform Upgrade and Data Migration is written for users who are migrating data from an existing Sun® CMS computer to a newly installed Sun CMS R3V11 computer.

Reason for reissueIssue 2.0 adds information about the Sun Fire V880 platform. The following topics were modified:

● Hardware documents on page 11

● Tape drive compatibility on page 22

● Installing and provisioning the new system on page 23

● Moving the tape drive on page 61

● Removing the tape drive on page 73

ResponsibilitiesThough responsibilities may vary, use the following guidelines to define who is responsible for the various steps in this upgrade and migration process:

● The customer is responsible for performing data backups (maintenance and CMSADM) and the data migration to a new system. You may contract Avaya to do the backups and migration on a time-and-materials basis. Contact your Avaya representative for details.

● Avaya technicians, provisioning personnel, or authorized representatives will install the hardware, set up the CMS, and administer the switch link.

Related documents lists sources of information related to contact center products and features. Not all documents are supported for all CMS releases or equipment.

Preface


To order Avaya documentation, call the Avaya Publications Center at 1-800-457-1235 (within the United States and Canada) or +1-410-568-3680 (outside of the United States and Canada).

CMS software documents

Document title Document number

Installing software on a CMS computer

Avaya CMS Release 3 Version 11 Software Installation, Maintenance, and Troubleshooting Guide

585-215-115

CentreVu Call Management System Release 3 Version 9 Software Installation, Maintenance, and Troubleshooting

585-215-956

Setting up a disk-mirrored system

Avaya CMS Release 3 Version 11 Software Installation, Maintenance, and Troubleshooting Guide

585-215-115

CentreVu Call Management System Release 3 Version 9 Software Installation, Maintenance, and Troubleshooting

585-215-956

Responsibilities


Upgrade documents

There are several upgrade paths supported with CMS. There is a document designed to support each upgrade. Note that none of the following upgrade documents are available from the publications center, but are available from the Avaya CMS documentation Web site, http://www.avayadocs.com.

● Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, R3V9 ak.g to R3V9 al.k). A specific set of instructions is written for the upgrade and is shipped to the customer site with the CMS software CD-ROM as part of a Quality Protection Plan Change Notice (QPPCN).

● Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 100). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R3V11 or the latest load of the same CMS version). For R3V11, a specific set of instructions is written for the upgrade and is shipped to the customer site with the new hardware.

Document title

Avaya Call Management System Release 3 Version 11 Base Load Upgrades

CentreVu Call Management System Release 3 Version 9 Base Load Upgrade Procedures

Document title

Avaya Call Management System Release 3 Version 11 Platform Upgrade and Data Migration

CentreVu Call Management System Release 3 Version 9 Platform Upgrade and Data Migration Instructions

http://www.avayadocs.com

Preface


● Avaya Call Management System Upgrade Express (CUE)

Use CUE under the following circumstances:

— CMS is being upgraded from an earlier version (for example, R3V5u or R3V6) to the latest version (for example, R3V9 or R3V11).

— The hardware platform is not changing.

A specific set of upgrade instructions is written for the upgrade and is shipped to the customer site with the upgrade kit.

Document title

Avaya Call Management System Release 3 Version 11 Sun Blade 100 Workstation CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Blade 100 Workstation Mirrored System CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Ultra 5 Computer CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer Mirrored System CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3500 Computer CMS Upgrade Express

Avaya Call Management System Release 3 Version 11 Sun Enterprise 3500 Computer Mirrored System CMS Upgrade Express

CentreVu Call Management System Release 3 Version 9 Sun Ultra 5 Computer CVUE Instructions

CentreVu Call Management System Release 3 Version 9 Sun Enterprise 3000 Computer CVUE Instructions

CentreVu Call Management System Release 3 Version 9 Sun Enterprise 3000 Computer Mirrored System CVUE Instructions

CentreVu Call Management System Release 3 Version 9 Sun Enterprise 3500 Computer CVUE Instructions

CentreVu Call Management System Release 3 Version 9 Sun Enterprise 3500 Computer Mirrored System CVUE Instructions

Responsibilities


Hardware documents

Switch documents

Document titleDocument

number

Avaya Call Management System Sun Fire V880 Computer Hardware Installation, Maintenance, and Troubleshooting

585-215-116

Call Management System Sun Fire V880 Computer Connectivity Diagram 585-215-612

Avaya Call Management System Sun Blade 100 Computer Hardware Installation, Maintenance, and Troubleshooting

585-310-783

Call Management System Sun Blade 100 Computer Connectivity Diagram 585-310-782

Avaya Call Management System Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting

585-215-873

Call Management System Sun Enterprise 3500 Computer Connectivity Diagram 585-215-877

Avaya Call Management System Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

585-215-871

Call Management System Sun Ultra 5 Computer Connectivity Diagram 585-215-872

Avaya Call Management System Sun Enterprise 3000 and SPARCserver Computers Hardware Maintenance and Troubleshooting

585-214-016

Avaya Call Management System Terminals, Printers, and Modems 585-215-874

Document title Document number

Avaya Call Management System Switch Connections, Administration, and Troubleshooting

585-215-876

Preface


Administration documents

Other documents


number

Avaya Call Management System Release 3 Version 11 Administration 585-215-515

CentreVu Call Management System Release 3 Version 9 Administration 585-214-015


number

Avaya Call Management System Open Database Connectivity 585-780-701

Avaya Call Management System Release 3 Version 11 LAN Backup User Guide 585-215-715

Avaya CMS Release 3 Version 11 External Call History Interface 585-780-700

CentreVu Call Management System Release 3 Version 9 External Call History Interface

585-215-952

Avaya Call Management System Custom Reports 585-215-822

Avaya Call Management System Forecast 585-215-825

Avaya Visual Vectors Version 11 Installation and Getting Started 585-210-706

Avaya Visual Vectors Version 11 User Guide 585-210-709

Avaya Visual Vectors Version 9 Installation and Getting Started 585-210-947

Avaya Visual Vectors Version 9 User Guide 585-210-944

Responsibilities


Documentation Web sites

For product documentation for all Avaya products and related documentation, go to http://www.avayadocs.com.

! Important:Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Avaya documentation Web site when available.

Use the following Web sites to view related support documentation:

● Information about Avaya products and service:


● Sun hardware documentation:

http://docs.sun.com

● Okidata printer documentation:

http://www.okidata.com

● Informix documentation:

http://www.informix.com

● Tivoli Storage Manager documentation:

http://tivoli.com

http://www.avayadocs.com


http://docs.sun.com

http://www.okidata.com

http://www.informix.com

http://tivoli.com

Preface


SupportIf a problem arises that requires assistance, use the following:

Web site for frequently asked questions (FAQs)

For answers to common problems, CMS customers and Avaya technicians can access the CMS technical support web site at:


Please check this information before you call in a trouble ticket. Doing so could save you time and money.

Customer support for the United States

Customers can report problems and generate trouble tickets by calling:

1-800-242-2121

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

Technician support for the United States

Avaya technicians can receive help by calling:

1-800-248-1234

Customer and technician support outside the United States

For customer and technician support outside the United States, contact your Avaya representative or distributor for more information.


http://support.avaya.com/ccenter/centrevucallmgt/cms/faq/



OverviewAvaya Call Management System (CMS) Release 3 Version 11 Platform Upgrade and Data Migration contains the procedures that are required to migrate data from an existing Sun CMS platform to a new Sun CMS R3V11 platform.

The procedures in this document support the standard like-for-like ACD migration from the old system to a new system. That is, ACD 1 migrates to ACD 1, ACD 2 migrates to ACD 2, ACD 3 migrates to ACD 3, and so on. Any variations on this standard migration scheme must be supported by the Professional Services Organization (PSO) in the United States or the International PSO or Centers of Excellence (COE) outside of the United States.

The following table lists the procedures that are included in this upgrade process. Use the blank column to check off procedures as you complete them.

Procedure Completed

Preparing for the upgrade on page 17

Installing and provisioning the new system on page 23

Creating ACDs on the new system on page 24

Backing up the old system on page 38

Migrating administration data and customer files to the new system on page 54

Moving the switch link to the new system on page 69

Migrating historical data to the new system on page 71

Backing up the new system on page 74

Reinstalling third-party and custom software on page 76



The following support information is also provided:

● Blank data forms on page 77

These forms can be used to record ACD data that is used during administration of the ACDs.

● Data migration tables on page 86

These tables shows how Informix® tables are handled by CMS after they are migrated to the new R3V11 system.

Preparing for the upgrade



Overview

Before you begin an upgrade to a new Sun platform, consider the following issues:

● Migrating data on page 18

— Consolidating ACDs during migration on page 19

— Moving pseudo-ACDs on page 20

— Phased migrations on page 20

● Customization issues on page 21

● Serial port compatibility on page 21




Migrating data

Overview

CMS R3V11 supports CMS data migration from these CMS software loads:

● R3V5 CMS: any load





Migrated data types include:

● System administration data

— User logins and permissions

— Dictionary items (calculations)

— Timetables and shortcuts

— Custom reports (custom reports may require tuning)

● ACD administration data

— Exceptions

— Split and agent names (synonyms)

— Agent trace data

● Historical data

— Daily, weekly, and monthly interval data

— Exceptions

— Agent trace data

— Agent login and logout activity (found in only R3V8 and later)

! Important:Before backing up data on the old system, it is highly recommended that you run a database corruption check on the current databases. This will help minimize problems migrating data to the new system. Contact the Avaya maintenance help line to schedule a database corruption check.



Consolidating ACDs during migration

! Important:Consolidating ACDs is not a standard migration process. Consolidation of ACDs can be done by done by the Professional Services Organization (PSO) in the United States or the International PSO or Centers of Excellence (COE) outside of the United States.

You can migrate system administration data only once from a CMS. Therefore, when consolidating ACDs from two or more existing systems onto one new system, you must decide what ACDs you will migrate, and what ACDs you will re-administer manually. For example, if one existing CMS has four ACDs, and the other existing CMS has two ACDs, you will probably want to migrate the four ACDs and re-administer the other two ACDs. Whatever the situation, try to minimize manual re-administration. Consult with the customer to see what ACDs are most important or have the greatest volume of CMS data.

The process of consolidating ACDs from different systems can cause conflicts in the system administration data. The following list presents potential conflicts and their solutions:

● CMS user IDs

— The migration program does not migrate CMS user IDs that are already established on the new system. User IDs that are not migrated are listed in the customer migration log. For those IDs, the program does not migrate user interface attributes (that is, color options, feature access, default values) from other ACDs. Custom reports, timetables, shortcuts, and menu additions owned by the user IDs that are not migrated are moved to the CMS user ID.

— UNIX® system logins for CMS user IDs that are new to the new system are created automatically.

— No passwords are migrated.

● Custom reports

— The migration program renames non-unique custom reports as temp1, temp2, and so on, and identifies them in the customer migration log. The determination of non-uniqueness is based on report group, report name, and CMS user ID. After the migration, change the names to something more meaningful.

— Timetables and shortcuts that use reports that are not migrated, are migrated, but refer to the old report names. You must modify the timetables and shortcuts to access the new names. You may also need to modify timetables so that they will operate as wanted after the migration.

— Custom reports with no data are not migrated.



● Timetables and shortcuts

The migration program renames non-unique timetables or shortcuts as temp1, temp2, and so on, and reports them in the migration log. You should change the names to something more meaningful, or delete them if they are no longer needed.

● Dictionary

The migration program discards all calculations and constants with non-unique names, and reports the discarded names and values in the customer migration log so you can reenter them.

Data migration requires a feature match for Global Dictionary/ACD Groups (a new feature for R3V11). That is, if ACD administration data is backed up on a system where the Global Dictionary/ACD Groups feature has been authorized, it cannot be migrated on a system where the feature has not been authorized.

● Menu additions

— The migration program discards non-unique menu additions based on the menu name and CMS user ID. The program reports discarded additions in the customer migration log.

— Customized executables referenced by menu additions are not migrated. The customer is responsible for saving any such executables before performing the upgrade, and reinstalling them afterward.

— Custom data items and custom database tables are not migrated. The customer is responsible for recording, before the migration, the details of any custom items to be saved, and for recreating the items in Informix and in CMS afterward.

Moving pseudo-ACDs

Pseudo-ACDs are not migrated. After the new R3V11 CMS is installed and operational, you must recreate and re-administer any pseudo-ACDs that are to be set up on the new system. CMS supports up to eight ACDs, which are designated by numbers 1 through 8. If you create any pseudo-ACDs on your system, they must be assigned numbers 9 and greater.

Phased migrations

Phased migrations do not work. You cannot migrate some agents at one time and others at a later time. You must decide what set of data you want. The two sets cannot be merged.



Customization issues

If the old CMS computer has third-party software or other customized features that were added to the standard set of CMS-related software, the customer must, after the upgrade is completed and approved, collect, reinstall, recompile, and reconfigure any non-CMS software. The customer may contract with Avaya to reinstall this software on a time-and-materials basis. Contact your Avaya representative for details. This includes the following:

● Internet Call Center.

● Visual Vectors.

● Network information names service, such as NIS or NISplus.

● Network printers.

● Pseudo-ACDs.

● Mounted file systems that were in the /etc/vfstab file before the upgrade. See the /etc/vfstab printout that the customer did before the upgrade. Have your administrator verify that your new configuration is correct.

● Common Desktop Environment options such as screen layout and password protection.

● Wall-board administration.

● Workforce management software.

In the United States, the PSO will do a free investigation on the current system for custom and LAN software that may need to be updated or moved during the migration process. This investigation should be scheduled before contracts are written. Call 1-877-927-6662, select the prompt for PSO and the prompt to create a new engagement.

Serial port compatibility

When upgrading to a new CMS platform, you may find that the serial ports on the old system are not compatible with the serial ports on the new system. For example, on a SPARCserver™ you may have serial printers connected to the Aurora ports card. With a Blade™ 100, you will have to use the SAI/P card or a Network Terminal Server (NTS) to connect the serial printers. This change of platform requires that you re-administer the printers on the new system.



Tape drive compatibility

When upgrading from an old system to a new system, you may find that a maintenance backup tape created on the old system cannot be read by the tape drive on the new system. For example, if you are upgrading a SPARCserver 5 computer that has a Quarter-Inch Cartridge (QIC) 150 tape drive to a Sun Fire™ V880 computer that has a DDS4 4-millimeter tape drive, the backup tapes used for the systems are incompatible. There are several ways to work around this incompatibility:

● If the two systems are networked and can “ping” each other, you can copy migration data from tapes on the old system to tapes on the new system. This procedure is called Remote Tape Copy (RTC) and is the recommended procedure to work around tape drive incompatibility. See Copying migration data over the network on page 56 for the procedure.

Note:Your only option is RTC if you have an 8-mm tape drive and you are migrating from an E3000 or E3500 platform.

● You can disconnect the tape drive from the old system and connect it to the new system if it is supported on R3V11. CMS R3V11 does not support the Quarter-Inch Cartridge (QIC) 150, QIC 2.5-GB, and 8-millimeter 5-GB tape drives. See Moving the tape drive on page 61 for the procedure.

Since there are a large number of incompatible tape drives used on CMS computers, specific procedures for adding and removing every possible combination are not provided in this document. The procedures in this document are guidelines to help you during the data migration. Use the information in the platform hardware installation, maintenance, and troubleshooting documents to assist you in adding and removing a tape drive for data migration.

Installing and provisioning the new system


Installing and provisioning the new systemAvaya field technicians or authorized representatives install the new system during normal business hours using the hardware installation documents that come with each system:

● Avaya CMS Sun Fire V880 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-116

● Avaya CMS Sun Fire V880 Computer Connectivity Diagram, 585-215-612

● Avaya CMS Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting, 585-310-783

● Avaya CMS Sun Blade 100/150 Workstation Connectivity Diagram, 585-310-782

● Avaya CMS Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-873

● Avaya CMS Sun Enterprise 3500 Computer Connectivity Diagram, 585-215-877

The CMS provisioning personnel or authorized representatives provision the system by setting authorizations, setting up data storage parameters, and setting up the CMS application.

The customer can install the authorized feature packages and turn on CMS.

While the technicians are installing the new system, the customer can run backups on the old system. See Backing up the old system on page 38 for more information.



Creating ACDs on the new system

Overview

After the new system is installed, CMS provisioning personnel or authorized representatives create ACDs on the new system that mirror the ACDs from the old system. To do this, information must be recorded from the old system, which is used to create the ACDs on the new system.

Recording information on the old system

You must record the following information from the old system to use when you administer the new system:

● Switch information on page 25

● Authorizations on page 26

● Data storage allocation parameters on page 26

● Storage interval size on page 27

● Data storage allocation for Forecasting on page 27

● Networking information on page 28

● Printer administration on page 28

You can use the blank forms provided at the end of this document to record this information. See Blank data forms on page 77.



Switch information

To display switch information about each ACD on the old system:

1. Log on as root.

2. Enter:

cmssvc

The system displays the CMS Services menu.

3. Enter the option number for swinfo.

The system displays a list of the administered ACDs, similar to the following display:

4. Enter the number that corresponds to the ACD for which you want information.

The system displays the switch administration data for the selected ACD. For example:

5. Repeat this procedure for each ACD that was administered on the old system.

Select an ACD1)acd_number_12)acd_number_2

Enter choice (1-2) or q to quit:

Switch administration for acd 1:Switch name: acd_number_1Switch model: Definity-R9Vectoring: yExpert Agent Selection: yCentral office disconnect supervision: yLocal port: 1Remote port: 1Link: HSI link 0



Authorizations

The auth_display option allows you to display current CMS authorizations.

To display the current CMS authorizations:

1. Enter:

cmssvc


2. Select the auth_display option.

The system displays the purchased version of CMS and the current authorization status for CMS features and capacities. The options for authorization status are as follows:

● Authorized — The feature is purchased, and authorization is turned on.

● Not authorized — The feature is not purchased, or authorization is not turned on.

● Installed — The feature is authorized, and the software to support the feature is installed. For External Call History in R3V8 and later, the display notes if the feature is on or off.

3. Record the current authorizations using the blank form CMS authorizations on page 78.

Data storage allocation parameters

To check the data storage allocation parameters for each ACD on the old system:

1. Log on to CMS.

The system displays the CMS main menu.

2. Select the System Setup option.

The system displays the System Setup menu.

3. Select the Data Storage Allocation option.

The system displays the Data Storage Allocation window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout or record the data using the blank form Data storage allocation on page 83.

5. Press F3, Options > Current ACD, to select another ACD.

6. Repeat this procedure for each ACD.



Storage interval size

To check the storage interval size for each ACD on the old system:

1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display the menu.


2. Select the System Setup option.

The system displays the System Setup menu.

3. Select the Storage Intervals option.

The system displays the Storage Intervals window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout or record the data using the blank form Storage intervals on page 84.



Data storage allocation for Forecasting

You must check the data storage allocation for the Forecasting package if it is installed on the old system.

To check the data storage allocation for the Forecasting package on the old system:

1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display the menu.


2. Select the Forecast option.

The system displays the Forecast menu.

3. Select the Data Storage Allocation option.

The system displays the Data Storage Allocation window.

4. Press F3 (Commands) to display the print menu. Print the window and save the printout.





Networking information

Record networking information from the following files.

Note:Some systems will not have these files.

● /etc/hosts

● /etc/netmasks

● /etc/defaultrouter

● /etc/nsswitch.conf

● /etc/resolv.conf

● /etc/rc2.d/S70route


If the old system uses NIS or NISplus, you should also record the networking information for those features.

Printer administration

To check the current printer administration:

1. Use the following command to display a list of administered printers:

lpstat -t | more

2. Based on the printer names displayed using the previous command, use the following command to display the printer type and speed for each of the printers:

lpstat -p <name> -l | more

3. Use the Maintenance > Backup/Restore Devices screen to display the current default printer device. Record that information to administer on the new system.

If the old system is using network printers, contact the PSO for assistance recording information about those printers. The PSO will reinstall network printers on the new system.



Setting up authorizations on the new system

Before you create the new ACDs, you must set up the authorizations on the new system.

To set authorizations for CMS features:

1. Enter:

cmssvc

The system displays a warning that IDS is off. The system displays the CMS Services menu.

2. Enter the number associated with the auth_set option.

The system displays the following message:

3. Enter the appropriate password.

! Important:The CMSSVC password is available only to authorized personnel. Do not give out the CMSSVC password.

Note:Some questions in the following steps may not be displayed if the authorization cannot be changed at this time.


Select a command from the list below. 1) auth_display Display feature authorizations 2) auth_set Authorize capabilities/capacities 3) run_ids Turn Informix Database on or off 4) run_cms Turn CMS on or off 5) disk_space Format/Assign disk space to Database Server 6) setup Set up the initial configuration 7) swinfo Display switch information 8) swsetup Change switch information 9) patch_inst Install a single CMS patch from CD 10) patch_rmv Backout an installed CMS patch 11) load_all Install all CMS patches found on CD 12) back_all Backout all installed CMS patches from machineEnter choice (1-12) or q to quit:

Password:

Is this an upgrade? (y/n):



4. Enter: y


5. Perform one of the following actions:

! WARNING:Mirroring should only be authorized if it will be configured as a mirrored system immediately after the system is set up. If the system operates as a non-mirrored system with mirroring authorized, the database will need to be rebuilt when the system is mirrored.

● If the customer purchased the disk mirroring package, enter: y

● If the customer did not purchase the disk mirroring package, enter: n



● If the customer purchased the forecasting package, enter: y

● If the customer did not purchase the forecasting package, enter: n


Authorize installation of disk mirroring package? (y/n):(default: n)

Authorize installation of forecasting package? (y/n):(default: n)

Authorize installation of vectoring package? (y/n):(default: n)




● If the customer purchased the vectoring package, enter: y

● If the customer did not purchase the vectoring package, enter: n



● If the customer purchased the graphics feature, enter: y

● If the customer did not purchase the graphics feature, enter: n



● If the customer purchased the external call history feature, enter: y

● If the customer did not purchase the external call history feature, enter: n

The program responds (if the vectoring package is authorized):


● If the customer purchased the expert agent selection feature, enter: y

● If the customer did not purchase the expert agent selection feature, enter: n


Authorize use of graphics feature? (y/n): (default: n)

Authorize use of external call history feature? (y/n): (default: n)

Authorize use of expert agent selection feature? (y/n): (default: n)

Authorize use of external application feature? (y/n):(default: n)




● If the customer purchased the external application feature, enter: y

● If the customer did not purchase the external application feature, enter: n



● If the customer purchased the global dictionary/ACD groups feature, enter: y

● If the customer did not purchase the global dictionary/ACD groups feature, enter: n


13. Enter the number of simultaneous logins purchased by the customer.



● If the customer purchased the Avaya CMS Supervisor Report Designer package, enter: y

● If the customer did not purchase the Report Designer package, enter: n


Authorize use of global dictionary/ACD groups feature? (y/n): (default: n)

Enter the number of simultaneous Avaya CMS Supervisor logins the customer has purchased (2-maximum): (default: 2)

Has the customer purchased Avaya Report Designer? (y/n): (default: n)

Enter the maximum number of split/skill members that can be administered (1-maximum):(default: 500)



For R3V11, “split or skill members” are defined as the number of CMS-measured agent-split and agent-skill combinations that are logged in at the same time. Each split that an agent logs into is an agent-split combination. Each skill that is assigned to an agent while the agent is logged in is an agent-skill combination.

The recommended numbers for Expert Agent Selection (EAS) and non-EAS systems are shown in the following table.

Note:The minimum size configuration for CMS is 0-25. The maximum number of of split skill members across all ACDs is 100000.

You can limit the split or skill random access memory (RAM) allocation to the size that is actually needed for the current configuration of agents and splits or skills. This is accomplished by the total split/skill members summed over all splits/skills fields, which is accessed through the setup option of the cmssvc command.

Switch agent size range purchased

Number of split or skill members

Non-EAS EAS

0-12 100 500

0-25 100 500

0-50 200 1000

0-75 300 1500

0-100 400 2000

0-200 800 4000

0-300 1200 6000

0-400 1600 8000

0-500 2000 10000

0-600 2400 12000

0-1000 4000 20000

0-5200 20800 60000



15. Enter the maximum possible number of split or skill members that the customer might use based on the size of the switch agent purchased.


16. Enter the number of ACDs the customer purchased.


17. Enter the number of authorized agents.

The system displays the command prompt, and all authorizations have been set.

18. Verify that authorizations were set by entering:

tail /cms/install/logdir/admin.log

The system displays the admin.log file. The admin.log file contains information related to CMS administration procedures.

Note:You can also verify the authorizations by using the auth_display option of the cmssvc command.

Enter the maximum number of ACDs that can be installed (1-8): (default: 1)

Enter the number of authorized agents(Right To Use):(default: 25)

CMS Version XXXX.XX installation successful<date/time>Authorization command started <date/time>Capabilities/capacities authorized <date/time>




ACDs are created on the new system using the information that you obtained from the old system. When you create ACDs on the new system, set them up exactly the same way they were set up on the old system.

To set up the ACDs on the new system:

1. Before you define a new ACD, you must turn off CMS by doing the following:

a. Enter:

cmsadm

The system displays the CMS Administration menu.

b. Enter the number that corresponds to the run_cms option.

c. Enter 2 to turn off the CMS.

The system turns off CMS and displays the system prompt.

2. To access the CMS Services menu, enter:

cmssvc


3. Enter the number that corresponds to the setup option.

4. At the prompts, enter the following system information:

● Language for the server

● System UNIX name

● Model of tape drive

● Default backup device

● Number of ACDs being defined on the new system

5. At the prompts, enter the following information for the each new ACD:

● Switch name

● Switch model (release)

Note:CMS R3V11 supports only R6 and later.

● Whether Vectoring is enabled on the switch (if authorized)

● Whether Expert Agent Selection (EAS) is enabled on the switch (if authorized)

● Whether the Central Office has disconnect supervision

● Local port assigned to the switch

● Remote port assigned to the switch



● Transport method used to connect to the switch (X.25 or TCP/IP)

— If X.25, the device used for X.25 connectivity (serial port or HSI port)

— If TCP/IP, the hostname or IP address and TCP port

● Number of splits or skills

● Total split or skill members, summed over all splits or skills

● Number of shifts

● Start and stop times of all shifts

● Number of agents logged in to all splits or skills during all shifts

● Number of trunk groups

● Number of trunks

● Number of unmeasured (trunk) facilities

● Number of call work codes

● Number of vectors (if vectoring is enabled on the switch)

● Number of Vector Directory Numbers (VDNs) (if vectoring is enabled on the switch)

After you enter the required information, the system displays the following message:

6. Turn CMS back on by doing the following:

a. Enter:

cmsadm


b. Enter the number that corresponds to the run_cms option.

c. Enter: 1

The system turns CMS on.

Updating database.

Computing space requirements and file system space availability.

ACD <name> (X) created successfully.



Checking space allocation on the new system

Before you migrate the data from the old system to the new system, you must check space allocation for each ACD on the new system so that it matches or is larger than the old system. Check the following items:

● Free space allocation

! CAUTION:Verify that the free space allocation is adequate on the new system. Migration will fail and the system will go down if there is not enough space allocated.

● Data storage allocation

● Storage interval size

● Data storage allocation for Forecasting



Backing up the old system

Overview

To move data from the old system to the new system, the customer must back up the old system on tape.

! Important:All tape backups must be completed before calling CMS provisioning. LAN backups cannot be used for data migration in this procedure.

Perform the following procedures:

● Cleaning the tape drive on page 39

● Doing a CMSADM backup on page 39

The CMSADM backup is typically done the night before the upgrade.

● Backing up Visual Vectors vector layouts and comments on page 46

The Visual Vectors backup is typically done the night before the upgrade.

● Doing a full maintenance backup on page 48

The full maintenance backup is usually scheduled to run overnight the night before the upgrade. However, if an incremental backup is not being done, run the full maintenance backup just prior to turning the old system over to the technician and remote engineering support personnel.


● Doing an incremental maintenance backup (optional) on page 51

The incremental backup, if required, is done just prior to the old system being turned over to the technician and remote engineering support personnel. Any data collected after this incremental backup will not be migrated to the new system.

When upgrading from an old system to a new system, you may find that the tape drives are not compatible. This means that you must coordinate the backups you do on the old system with the restores you do on the new system. CMS R3V11 does not support the Quarter-Inch Cartridge (QIC) 150, QIC 2.5-GB, and 8-millimeter 5-GB tape drives. Therefore, before you do the CMSADM and maintenance backups on systems that have only those tape drives, you must either use the Remote Tape Copy (RTC) tool or install a compatible tape drive to create the backups.



Cleaning the tape drive

See the documentation for your computer for instructions on how to clean the tape drive.

Doing a CMSADM backup

The CMSADM backup is typically done the night before the upgrade. Backup procedures for R3V6 and earlier differ from backup procedures for R3V8 and later.

CMSADM backup for R3V6 and earlier

The CMSADM backup on an R3V6 and earlier systems is service-affecting. Do the backup during low-traffic or no-traffic periods.

! WARNING:Verify that you are using the correct tape for the tape drive on your system. Many of the tape cartridges look alike, and using the wrong tape can damage the tape drive mechanism and tape heads.

To do a CMSADM backup:

1. Log in as root.

2. Enter:

cmsadm

The system displays the CMS Administration menu:

Call Management System Administration MenuSelect a command from the list below.

1) acd_create Define a new ACD 2) acd_remove Remove all administration and data for an ACD 3) backup Filesystem backup 4) diskmap Estimate disk requirements 5) memory Estimate memory requirements 6) realtime Estimate real-time report refresh rate 7) pkg_install Install a feature package8) pkg_remove Remove a feature package 9) run_cms Turn CMS on or off 10) port_admin Administer Modems, Terminals, and PrintersEnter choice (1-10) or q to quit:



3. Enter 3 to select the backup option.

The system displays the tape drive options:

4. Enter the number for the tape drive that is installed on your system.

The system displays the following message and calculates the approximate number of tapes that are required for the backup. Note that this is an approximation, and more tapes may be needed.

If only one tape is required, the system displays the following message:

If more than one tape is required, the system displays the following message:

Select the tape drive type: 1) 150MB cartridge tape 2) 60MB cartridge tape 3) 14.0 Gbyte 8mm tape 4) 5.0 Gbyte 8mm tape 5) 2.5 Gbyte cartridge tape 6) 4.0 - 8.0 Gbyte cartridge tape7) 40.0 Gbyte 8mm tape

Enter choice (1-7):

Calculating approximate number of tapes required. Please wait.

The backup will need approximately 1 tape.

Please insert the first cartridge tape into </dev/rmt/X>.

Press ENTER when ready:

The backup will need approximately <X> tapes.

Be sure to number the cartridge tapes consecutively in the order they will be inserted.

Please insert the first cartridge tape into </dev/rmt/x>.

Press ENTER when ready:



5. To begin the backup, insert the first cartridge tape, wait for the tape to rewind and reposition, and press Enter.


6. To continue the backup, press Enter. Note that a CMSADM backup can take several hours, depending on the speed of the system and the tape drive.

If only one tape is required, the system displays the following message:

7. Do one of the following:

● If only one tape is required, continue with Step 11.

● If more than one tape is required, the system displays the following message, and you continue with Step 8:

The backup is about to begin. CMS is currently on.CMS will be turned off automatically during that portionof the backup which needs CMS off.Press ENTER to proceed or Del to quit:

Backing up files...

..................................................

..................................................(dots continue to display as the system is backed up)..................................................XXXXXX blocksTape verificationXXXXXX blocks

Please label the backup tape(s) with the date and thecurrent CMS version (r3vXxx.x)

Backing up files...

..................................................

..................................................(dots continue to display as the system is backed up)..................................................End of medium on “output”.Please remove the current tape, number it, insert tape number X, and press ENTER



8. Insert the next tape and press Enter to continue. When you insert the next tape, allow it to rewind and reposition before you press Enter. Repeat this step for any additional tapes.

After the system completes the backup, the system displays the following message:

9. Insert the first tape and press Enter to continue.

After the tape is verified, the system displays the following message:

10. Remove the first tape and insert the second tape. After the tape rewinds and repositions, press Enter to continue. Repeat this step for each additional tape.

After the last tape is verified, the system displays the following message:

11. When the tape drive LED stops blinking, remove the tape. The CMSADM file system backup is complete.

12. Label all tapes with the tape number and the date of the backup. Set the write-protect switch on the tape to read-only.

XXXXXXX blocksTape VerificationInsert the first tapePress Return to proceed:

End of medium on “input”.Please insert tape number X and press Return

XXXXXXX blocksPlease label the backup tape(s) with the date and the current CMS version (r3vXxx.x)



CMSADM backup for R3V8 and later

The CMSADM backup on an R3V8 or later system is not service affecting. However, CMS users who are not already logged in when the backup is started must wait for the backup to complete before logging in to CMS.

To do a CMSADM backup:

! WARNING:Verify that you are using the correct tape for the tape drive on your system. Many of the tape cartridges look alike, and using the wrong tape can damage the tape drive mechanism and tape heads.

1. Log in as root.

2. Enter:

cmsadm

The system displays the CMS Administration menu:

3. Enter: 3

Depending on the configuration of your system, the system displays one of the following options.

a. If only one tape drive is available on the system, the system displays the following message:

Continue with Step 5.

b. If more than one tape drive is available for use by the system, the system displays a list of the tape drives.

Call Management System Administration Menu

Select a command from the list below.1) acd_create Define a new ACD 2) acd_remove Remove all administration and data for an ACD 3) backup Filesystem backup 4) pkg_install Install a feature package5) pkg_remove Remove a feature package 6) run_pkg Turn a feature package on or off 7) run_cms Turn CMS on or off 8) port_admin Administer Modems, Terminals, and Printers


Please insert the first cartridge tape into <device name>.Press ENTER when ready or Del to quit:



4. Enter a tape drive selection from the displayed list.


5. Press Enter.

The backup process begins. If more than one tape is required, the system displays the following message:

6. If the system displays the message in Step 5, insert the next tape and allow it to rewind. When it is properly positioned, press Enter.

7. When the backup is completed, the system displays information according to the number of tapes that are required for the backup:

● If the number of tapes required is one, the system displays the following message:

Continue with Step 10.

● If the number of tapes required is more than one, the system displays the following message:

8. Insert the first tape to be used in the backup and press Enter. Wait for the LED on the tape drive to stop blinking before you remove the tape.

Please insert the first cartridge tape into <device name>.Press ENTER when ready or Del to quit:

End of medium on "output".Please remove the current tape, number it, insert tape number x, and press Enter

xxxxxxx blocksTape Verificationxxxxxxx blocksWARNING: A CMS Full Maintenance Backup in addition to this cmsadm backup must be done to have a complete backup of the system. . . . .

Please label the backup tape(s) with the date and the current CMS version (R3VXxx.x)

xxxxxxx blocksTape VerificationInsert the first tapePress Return to proceed :



9. When prompted, repeat Step 8 for any additional tapes generated by the backup process. When the final tape is verified, the program displays the following message:

10. Label all tapes with the:

● Tape number

● Date of backup

● Current version of CMS

11. Set the tape write-protect switch to read-only.

xxxxxxx blocksTape Verificationxxxxxxx blocksWARNING: A CMS Full Maintenance Backup in addition to this cmsadm backup must be done to have a complete backup of the system. . . . .

Please label the backup tape(s) with the date and the current CMS version (R3VXxx.x)



Backing up Visual Vectors vector layouts and comments

Visual Vectors Server software provides backup and restore functions that allow you to save vector layouts and comments previously placed on the server from Visual Vectors client applications. The vector layout and comment files (1 through 8) are found in /cms/aas/vector/layout and /opt/cc/aas/vector/layout. You can skip this procedure if no vector layouts and comments were placed on the server or the new server will not have the Visual Vectors Server software installed.

To backup Visual Vectors vector layouts and comments:

1. Insert a backup tape into the tape drive.

! CAUTION:Do not use the CMSADM or maintenance backup tapes

2. Enter:

cd /

3. Enter:

setupaas

The system displays the Visual Vectors System Services Menu.

4. Enter the number associated with the backup option.


Visual Vectors Server System Services Menu

Select a command from the list below.

1) init_vvs Setup the initial configuration2) run_vvs Turn VVS on or off3) auth_display Display simultaneous VVS logins4) auth_set Change simultaneous VVS logins5) backup Backup vector steps and layout files6) restore Restore vector steps and layout files


Enter path to backup device (default: /dev/rmt/0)



5. Enter the path for the backup device.

Note:The default device name is /dev/rmt/0. However, the device name used depends on the SCSI ID of the drive. Possible device names are:

The system backs up the Visual Vectors vector layouts and comments, and displays a message similar to the following:

/dev/rmt/0 Indicates the first noncompressing tape drive with the lowest target address

/dev/rmt/1 Indicates the second noncompressing tape drive with the second lowest target address

/dev/rmt/0c Indicates the first compressed-mode tape drive with the lowest target address

/dev/rmt/1c Indicates the second compressed-mode tape drive with the second lowest target address

Using X as backup device.Starting backup of vector steps and layout files. Please wait...Backup completed successfully.Please remove tape and label it XXXXXXXXXX



Doing a full maintenance backup

A full maintenance backup provides the majority of migration data for the new system. The full maintenance backup is usually scheduled to run overnight the night before the upgrade. However, if an incremental backup is not being done, run the full maintenance backup just prior to turning the old system over to the technician and remote engineering support personnel.


To do a full maintenance backup:

1. Log on to CMS.

2. Select Maintenance > Back Up Data from the CMS main menu.

The system displays the following for R3V6 and earlier:

3/10/01 09:20 CMS Windows: 1 of 4 vv^v vv Maintenance: Backup Data Dad11R6vpe Backups completed today: 0 | Cancel Status: Last backup finished 03/07/2001 21:48:19. | List devices Errors: | Run | Select tables Device name: default +--------------- Verify tape can be read after backup? (y,n): y

ACD(s) to back up (Select one): <x> All ACDs < > Current ACD

Data to back up (Select any you wish): [x] System administration data [x] ACD-specific administration data [x] Historical data, Select one: <x> Full < > Incremental [x] Non-CMS data [ ] Specific tables

Help Window Commands Keep Exit Scroll Current MainMenu



The system displays the following for R3V8 and later:

3/10/01 10:33 CMS Windows: 1 of 4 ^vvvv^v^ Maintenance: Backup Data hyena3g3v5e Backups completed today: 1 | Cancel Status: Last backup finished 03/10/2001 04:39:40. | List devices Errors: | Run | Select tables Device name: default +--------------- Verify tape can be read after backup? (y,n): y


Data to back up (Select any you wish): [x] Local system administration data [x] CMS system administration data [x] ACD-specific administration data [x] Historical data, Select one: <x> Full < > Incremental [x] Non-CMS data [ ] Specific tables




3. In the Backup Data window, enter the values and select the options that are indicated in the following table:

4. Press Enter to access the action list, and select Run.

5. Label all tapes with the tape number and the date of the backup.

Field Value to enter or option to select

Device name The tape drive device name

Verify tape...? y

ACD(s) to back up All ACDs

Data to back up For R3V6 and earlier:

System administration dataACD-specific administration dataHistorical data - FullNon-CMS data (if needed)

For R3V8 and later

Local system administration dataCMS system administration dataACD-specific administration dataHistorical data - FullNon-CMS data (if needed)



Doing an incremental maintenance backup (optional)

The incremental backup, if required, is done just prior to the old system being turned over to the technician and remote engineering support personnel. Any data collected after this incremental backup will not be migrated to the new system. If no data has been collected from the switch since the full maintenance backup was done, an incremental backup is not required.

To do an incremental maintenance backup:

1. Log on to CMS.


The system displays the following for R3V6 and earlier:

3/10/01 09:20 CMS Windows: 1 of 4 vv^v vv Maintenance: Backup Data Dad11R6vpe Backups completed today: 0 | Cancel Status: Last backup finished 03/07/2001 21:48:19. | List devices Errors: | Run | Select tables Device name: default +--------------- Verify tape can be read after backup? (y,n): y


Data to back up (Select any you wish): [x] System administration data [x] ACD-specific administration data [x] Historical data, Select one: < > Full <x> Incremental [x] Non-CMS data [ ] Specific tables




The system displays the following for R3V8 and later:

3/10/01 10:33 CMS Windows: 1 of 4 ^vvvv^v^ Maintenance: Backup Data hyena3g3v5e Backups completed today: 1 | Cancel Status: Last backup finished 03/10/2001 04:39:40. | List devices Errors: | Run | Select tables Device name: default +--------------- Verify tape can be read after backup? (y,n): y


Data to back up (Select any you wish): [x] Local system administration data [x] CMS system administration data [x] ACD-specific administration data [x] Historical data, Select one: < > Full <x> Incremental [x] Non-CMS data [ ] Specific tables









Verify tape...? y


Data to back up For R3V6 and earlier:

System administration dataACD-specific administration dataHistorical data - IncrementalNon-CMS data (if needed)

For R3V8 and later

Local system administration dataCMS system administration dataACD-specific administration dataHistorical data - IncrementalNon-CMS data (if needed)



Migrating administration data and customer files to the new system

Overview

The process of migrating the administration data and customer files consists of the following procedures:

● Checking free space allocation on page 55


● Migrating system administration data to the new system on page 62

● Migrating agent and call center administration data to the new system on page 64

● Restoring contents of CMS user directories to the new system on page 66

● Restoring non-CMS files (optional) on page 67



Checking free space allocation

To check free space allocation:

1. Go to the Free Space Allocation window that is located in the CMS System Setup subsystem.

2. Verify that the amount of available space is positive for each ACD and make any necessary adjustments.

For more information about free space allocation, see Avaya Call Management System Release 3 Version 11 Administration, 585-215-515.

Example:

In the Free Space Allocation window shown below, ACD 8 has negative space available.

If the Total Free Space: field shows that there is not enough space available to make the adjustment it will be necessary to modify Data Storage Allocation or add an additional hard drive.



Tape drive compatibility

When upgrading from an old system to a new system, you may find that a maintenance backup tape created on the old system cannot be read by the tape drive on the new system. For example, if you are upgrading a SPARCserver 5 computer that has a Quarter-Inch Cartridge (QIC) 150 tape drive to an Enterprise 3500 computer that has a DDS4 4-millimeter tape drive, the backup tapes used for the systems are incompatible.

The following sections describe the two ways to work around this incompatibility:

● Copying migration data over the network on page 56

● Moving the tape drive on page 61

Copying migration data over the network

Overview

The RTC tool is used to copy the data from a maintenance backup tape on one system to a blank tape on another system. After the data is copied from one tape to the other, the newly copied tape is used to migrate data to the new system. The RTC tool eliminates the need to:

● Ship a loaner tape drive

● Move the tape drive from the old system to the new system

Note:When the PSO is contracted to do the historical data migration, the PSO will use RTC for the migration.



Constraints

For RTC to operate successfully, the following conditions must be met:

● Both systems must be Sun hardware running Solaris™.

● Each system must have its own IP address.

● Each system must be able to “ping” the other system.

● There must be no network-level interference to the rsh process. Normally, this is not an issue, but it is possible that a firewall between the systems could prevent rsh access even if the /.rhosts file is correct. The RTC tool verifies that rsh capability exists. If the tool fails and the /.rhosts file is correct on the old system, a firewall or similar issue may be the problem. If this occurs, you must migrate data using a loaner tape drive or by moving the tape drive from the old system to the new system. See Moving the tape drive on page 61 for more information.

● The RTC tool must be installed on the new system. The RTC tool can be downloaded from:

http://drdtl.dr.avaya.com/remotetapecopy.htm

● The two tapes do not have to be the same size or model. However, the tape drive on the new system must have equal or greater capacity than the tape drive on the old system.

● The number of backup tapes on the new system must match the number of backup tapes on the old system. For example, if the maintenance backup on the old system required three tapes, you must have three tapes available on the new system.

Prerequisites

Before you use the RTC tool, you must do the following:

● Create the maintenance backup tape on the old system. See Backing up the old system on page 38 for more information.


● Obtain the IP addresses of both systems.

● Obtain the tape drive device path for both systems (for example, /dev/rmt/0).

● Insert the first maintenance backup tape in the tape drive on the old system.

● Verify that you have enough blank tapes for the new system.

● Insert the first blank tape in the tape drive on the new system.

http://drdtl.dr.avaya.com/remotetapecopy.htm



Procedure

To copy migration data over the network:

1. Log on to the old system as root.

2. Enter:

cp /.rhosts /.rhosts.old

This copies the current /.rhosts file to a temporary file.

3. Enter:

vi /.rhosts

This opens the file in the VI editor.

4. Delete every line in the file (:1,$d).

5. Insert the plus sign (+) as the only character in the file.

6. Press Esc.

7. Enter:

wq!

This writes and quits the file.

8. Log on to the new system as root.

9. Copy the RTC tool to the root (/) directory on the new system.

10. Enter:

chmod +x /rtc

This makes the RTC tool executable.

11. To start RTC, enter:

./rtc


###### ####### ##### # # # # ###### EMOTE # APE # OPY # # _____ # ___ # ___ # # # #####~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~

How many volumes does the backup span [1]:



12. Enter the number of tapes used for the backup on the old system.


13. Enter the IP address of the old system.


14. Enter the device name of the tape drive on the old system.


15. Enter the device name of the tape drive on the new system.

The system displays a message similar to the following:

16. Verify that the first tape of the maintenance backup is inserted in the tape drive of the old system, and that the first blank tape is inserted in the tape drive of the new system.

Enter the following information about the REMOTE(e.g. machine tape to be copied is in) Machine:

IP address (or resolvable name) :

Tape device [/dev/rmt/0] :

Enter the following information about the LOCAL(e.g. machine tape is to be copied to) Machine:

Tape device [/dev/rmt/0] :

~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~

Pinging REMOTE machine: PASS 15:44:32Verifying rsh capability to REMOTE machine: PASS 15:44:32

*** Insert Volume 1 into both tape drives, then press Enter ***



17. Press Enter.

The system displays a message similar to the following:

If there is more than one backup tape to copy, the system prompts you to swap tapes.

18. Label the new tapes as instructed by the RTC tool.

19. Log on to the old system as root.

20. Enter:

cp /.rhosts.old /.rhosts

This copies the original /.rhosts file to its original location.

21. Log off the old system.

22. Continue with Migrating system administration data to the new system on page 62.

===================== TAPE VOLUME 1 OF 1 =====================

Verifying tape in LOCAL machine: PASS 15:44:37Verifying tape in REMOTE machine: PASS 15:44:37Verifying REMOTE tape is CMS Maint backup: PASS 15:44:43

Executing remote tape copy. . . . .

Remote transfer complete, closing tapes: PASS 15:45:07Generating br_check info for new tape: PASS 15:45:29Verifying LOCAL tape is CMS Maint backup: PASS 15:45:29

*** Please remove tapes from both machines ****** Label the new tape: CMS-010104-01-SAC-00-F-01 ***

======================== SUCCESS ========================Remote Tape Copy finsished at 15:45:30



Moving the tape drive

In some cases, you must temporarily move the tape drive from the old system to the new system.

For example, if you are upgrading from a SPARCserver 5 computer that has an SLR5 tape drive to a Sun Fire V880 computer that has a DDS4 4-millimeter tape drive, the backup tapes used for each system are incompatible. You must move the tape drive to the new system.

In this example, the steps required for this procedure are as follows:

1. Do the backups on the old tape drive.

2. Disconnect the tape drive from the SPARCserver computer.

3. Connect the tape drive to the Fire V880 computer.

4. Migrate the customer data to the new Fire V880 computer.

5. Disconnect the tape drive from the Fire V880 computer.

6. Reinstall the tape drive on the old system if the old system will remain in service.

The following documents describe how to add SCSI tape drives:






Migrating system administration data to the new system

This procedure supports the standard like-for-like ACD migration from the old system to a new system. That is, ACD 1 migrates to ACD 1, ACD 2 migrates to ACD 2, ACD 3 migrates to ACD 3, and so on. Any variations on this standard migration scheme must be supported by the PSO in the United States or the International PSO or COE outside of the United States.

! CAUTION:Perform this procedure only once! Attempting to migrate system administration data more than once causes catastrophic errors from which you are unable to recover. Failure to heed this warning may irretrievably destroy data.

To migrate the system administration data:

1. Log on to CMS.

The system displays the CMS main window.

2. From the CMS main menu, select System Setup > CMS State to put CMS into single-user mode.

3. Insert the full maintenance backup tape created earlier into the tape drive.

4. From the CMS main menu, select System Setup > R3 Migrate Data.

The system displays the following:

3/10/01 12:27 CMS Windows: 1 of 4 vvvv^vvv

System Setup: R3 Migrate Data All ACDs | Cancel Device name: default | List devices | Run Data type (Select one): +-------------- <x> System Administration data (single-user required) < > Agent/Call Center Admin data (single-user required) < > Historical data Stop date: Stop time: 11:59 PM

Specify ACD(s) to migrate (Select one): <x> All ACDs < > Single ACD from: to:

Status:




5. In the R3 Migrate Data window, enter the values and select the options that are indicated in the following table:

6. Press Enter to access the action list in the top right corner.

7. Select Run and press Enter.

The system displays the progress of the migration in the Status: field. When the migration ends, the system indicates the success or failure of the migration in this field.

8. Press F3 (Commands) and select the UNIX option to display the UNIX prompt.

9. Enter:

pg /cms/migrate/r3mig.log

This displays the customer migration log.

10. Look at the contents of the customer migration log and take any necessary corrective action. Note that the migration log file can be large. For help with interpreting the log, contact technical support or your customer representative.

11. To exit the UNIX window, enter:

exit



Data Type System Administration data

Specify ACD(s) All ACDs



Migrating agent and call center administration data to the new system

To migrate agent and call center administration data:

1. Verify that the full maintenance backup tape created earlier is in the tape drive.






System Setup: R3 Migrate Data All ACDs | Cancel Device name: default | List devices | Run Data type (Select one): +-------------- < > System Administration data (single-user required) <x> Agent/Call Center Admin data (single-user required) < > Historical data Stop date: Stop time: 11:59 PM


Status:




Data Type Agent/Call Center Admin data

Specify ACD(s) All ACDs






7. Enter:





exit

10. Select System Setup > CMS State to put CMS into multiuser mode.



Restoring contents of CMS user directories to the new system

Although the migration process recreates CMS user directories on the new system, user directory contents are not restored into the user directories. This procedure restores the non-CMS data contained in the user directories on the old system into their corresponding directories on the new system.

Note:Restoring non-CMS data to user directories on the new system is a customer responsibility. You may contract with Avaya to restore user directories on a time-and-materials basis. Contact your Avaya representative for details.

To restore the CMS user directories:

1. Insert the most recent CMSADM backup tape into the tape drive.

2. Log on as root.

3. Enter:

cd /export/home

4. Choose between the following options:

● If the old system is installed with CMS version R3V6 or earlier, enter:

cpio -icmudv -C 10240 -I /dev/rmt/<X> “/export/home/*”

● If the old system is running CMS version R3V8 or later, enter:

cpio -icmudv -C 10240 -I /dev/rmt/<X> “export/home/*”

The <X> is either 0 or 1, depending on how many tape drives are connected to the system. If you have only one tape drive, use 0. If you have more than one tape drive, use the following commands to determine what tape drive you should use:

mt -f /dev/rmt/0 status


The tape drive that contains the CMSADM backup tape reports a status similar to the following:

<tape drive model name>:sense key(0x6)= Unit Attention residual= 0 retries= 0file no= 0 block no= 0



Restoring non-CMS files (optional)

The customer may want specific non-CMS files copied from the preupgrade CMSADM backup tape to the upgraded system. You may contract with Avaya to restore files on a time-and-material basis. Contact your Avaya representative for details.

The procedure is different if the old system was R3V6 or earlier than if the old system was R3V8 or later.

R3V6 and earlier

To copy specific files from an R3V6 or earlier system:

1. Insert the most recent CMSADM backup tape from the old system into the tape drive.

2. Enter the following command for each file you want to copy:

cpio -icmudv -C 10240 -I /dev/rmt/X -M “Remove current tape, insert tape number %d, press ENTER” “/<path>/<file_name>”

The /<path>/<file_name> is the fully-qualified path to the file being copied.

The X is either 0 or 1, depending on how many tape drives are connected to the system. If you have only one tape drive, use 0. If you have more than one tape drive, use the following commands to determine what tape drive you should use:




For example, a command to copy the file /accounting/invoices would be:

cpio -icmudv -C 10240 -I /dev/rmt/X -M “Remove current tape, insert tape number %d, press ENTER” “/accounting/invoices”

<tape drive model name>: sense key(0x6)= Unit Attention residual= 0 retries= 0 file no= 0 block no= 0



R3V8 and later

To copy specific files from an R3V8 or later system:

1. Insert the most recent CMSADM backup tape from the old system into the tape drive.

2. Enter:

cd /

3. Enter the following command for each file you want to copy:

cpio -icmudv -C 10240 -I /dev/rmt/X -M “Remove current tape, insert tape number %d, press ENTER” “<path>/<file_name>”

The <path>/<file_name> is the relative path to the file being copied.

The X is either 0 or 1, depending on how many tape drives are connected to the system. If you have only one tape drive, use 0. If you have more than one tape drive, use the following commands to determine what tape drive you should use:




For example, a command to copy the file /accounting/invoices would be:

cpio -icmudv -C 10240 -I /dev/rmt/X -M “Remove current tape, insert tape number %d, press ENTER” “accounting/invoices”

<tape drive model name>: sense key(0x6)= Unit Attention residual= 0 retries= 0 file no= 0 block no= 0

Moving the switch link to the new system


Moving the switch link to the new system

Overview

When moving the switch link from the old system to the new system:

● Busy out the switch links.

● Disconnect the switch links from the old system and connect them to the new system.

● Add network information.

● Turn on IDS and CMS to start data collection for all ACDs.

! CAUTION:Once you move the switch link from the old system to the new system, ACD data will be lost until you start data collection on the new system.

Busying out the link on the old system

From the switch, an Avaya field technician busies out the link between the old system and the switch. This stops data collection on the old system.

Moving the link from the old system to the new system

Avaya field technicians disable the link between the old system and the switch and establish the link to the new system. A switch technician must make sure that the switch is administered properly. See CMS Switch Connections, Administration, and Troubleshooting, 585-215-876, for information about administering the switch link.

Adding network information

Edit the following files on the new system to include any networking information that was administered on the old system.

Note:Some systems will not have these files.

● /etc/hosts

● /etc/netmasks

● /etc/defaultrouter

● /etc/nsswitch.conf



● /etc/resolv.conf



Readminister NIS and NISplus networking information (typically done by the PSO).

Starting data collection on the new system

You must now turn on IDS and CMS to begin collecting data. After the initial CMS setup, turning on CMS will automatically start data collection.

To start data collection on the new system:

1. Enter:

cmsadm


2. Select run_ids.

The system displays the IDS On/Off menu.

3. Select Turn on IDS.

The system turns on IDS.

4. Enter:

cmsadm


5. Select run_cms.

The system displays the CMS On/Off menu.

6. Select Turn on CMS.

After a brief delay, and possibly a few messages about turning on the link software, the system displays the system prompt. CMS is now on and ready to collect data.

Migrating historical data to the new system



Overview

This document supports the standard like-for-like ACD migration from the old system to a new system. That is, ACD 1 migrates to ACD 1, ACD 2 migrates to ACD 2, ACD 3 migrates to ACD 3, and so on. Any variations on this standard migration scheme must be supported by the PSO in the United States or the International PSO or COE outside of the United States.

The process of migrating historical data consists of the following procedures:

● Migrating historical data to the new system

● Removing the tape drive on page 73, if needed


To migrate historical data to the new system:

1. Log on to CMS.


2. Verify that the full maintenance backup tape created earlier is in the tape drive.








System Setup: R3 Migrate Data All ACDs | Cancel Device name: default | List devices | Run Data type (Select one): +-------------- < > System Administration data (single-user required) < > Agent/Call Center Admin data (single-user required) <x> Historical data Stop date: Stop time: 11:59 PM


Status:




Data type Historical data

Stop date Leave blank

Stop time 11:59 PM

Specify ACD(s) All ACDs (or a specific ACD if not moving all ACDs)





Note that a full historical migration can take several hours. It runs in the background, however, so you can exit the migration window and perform other tasks. If you do that, bring up the migration window periodically to check on the progress.


8. Enter:




10. Repeat this procedure using the incremental backup tape if one was created.


exit

Removing the tape drive

After you migrate the historical data, you must remove the tape drive if one was installed for the data migrations. The following documents describe how to remove SCSI tape drives:






Backing up the new system

Overview

After you migrate all customer data to the new system, do the following tape backups:

● CMSADM backup

● Full maintenance backup

For information about the LAN Backup feature, see Avaya CMS LAN Backup User Guide, 555-215-715.

Doing a CMSADM backup

To do a CMSADM backup, see CMSADM backup for R3V8 and later on page 43.

Doing a full maintenance backup

To do a full maintenance backup:

1. Log on to CMS.

Backing up the new system







3/10/01 12:28 CMS Windows: 1 of 4 vvvv^vvv Maintenance: Backup Data ccqadads28 Backups completed today: 0 | Cancel Status: | List devices Errors: | Run | Select tables Device name: default +--------------- Verify tape can be read after backup? (y,n): y


Data to back up (Select any you wish): [x] Local system administration data [x] CMS system administration data [x] ACD-specific administration data [x] Historical data, Select one: <x> Full < > Incremental [x] Non-CMS data [ ] Specific tables




Verify tape...? y


Data to back up Local system administration dataCMS system administration dataACD-specific administration dataHistorical data - FullNon-CMS data (if needed)



Reinstalling third-party and custom softwareIf the old CMS computer has third-party software or other custom features that were added to the standard set of CMS-related software, the customer must collect, reinstall, recompile, and reconfigure any non-CMS software after the upgrade is completed and approved. After installing and administering these features and services, another CMSADM backup and full maintenance backup should be done. The following table lists the Avaya organization that can be contracted on a time-and-material basis to perform the work. Outside of the United States, Avaya distributors are responsible for these items, with assistance from the COE.

Feature or service Responsible

Internet Call Center PSO

Network information names service, such as NIS or NISplus PSO

Network printers PSO

Pseudo-ACDs. Pseudo-ACDs must be added and data must be migrated from the old system.

PSO

Applications such as workforce management software. PSO

Wallboards PSO

Visual Vectors server software

Vector layouts and comments backed up before the upgrade should be restored using the setupaas command and the restore option.

Provisioning

Mounted file systems that were in the /etc/vfstab file before the upgrade. See the copy of /etc/vfstab that was printed before the CMSADM backup. Have your administrator verify that your new configuration is correct.

Provisioning

Common Desktop Environment options, such as screen layout and password protection

Provisioning

Add, change, or remove ACDs Provisioning

Add Supervisor logins Provisioning

Install new feature packages (if purchased) Provisioning

Change authorizations Provisioning

Install Open Database Connectivity (ODBC) Provisioning

Start up the Alarm Origination Manager (AOM) software Provisioning

Blank data forms


Blank data formsUse the forms in this section to record data from the old system. Make copies if you have more than one ACD.

General information

Customer name

Date

Platform type

CMS version

(pkginfo -l cms)



CMS authorizations

Use the cmssvc command and select the auth_display option. Circle the appropriate authorization or fill in the blanks to note current settings.

Capability/Capacity Authorization

Disk mirroring (R3V9 and later) authorized non authorized installed N/A

Vectoring authorized non authorized installed N/A

Forecasting authorized non authorized installed N/A

Graphics authorized non authorized installed N/A

External Call History authorized non authorized installed N/A

Expert Agent Selection authorized non authorized installed N/A

External application authorized non authorized installed N/A

More than 2000 VDNs measured (R3V5 through R3V8 only)

authorized non authorized installed N/A

Supervisor authorized non authorized installed N/A

Report Designer authorized non authorized installed N/A

Global Dictionary/ACD Groups (R3V11 and later)

authorized non authorized installed N/A

Maximum number of split/skill members

Maximum number of ACDs

Simultaneous Supervisor logins

Number of authorized agents (RTU) (R3V9 and later)

Blank data forms


ACD configuration setup

Use the cmssvc command and select the swinfo option. Complete for each ACD displayed.

Parameter ACD 1 ACD 2 ACD3 ACD4

ACD name

Switch name

Switch model

Vectoring enabled?

EAS enabled?

CO disconnect supervision?

Phantom abandon timer

Local port

Remote port

Link

IP address

TCP port



Parameter ACD 5 ACD 6 ACD 7 ACD 8

ACD name

Switch name

Switch model

Vectoring enabled?

EAS enabled?

CO disconnect supervision?

Phantom abandon timer

Local port

Remote port

Link

IP address

TCP port

Blank data forms


Free space allocation (R3V8 and earlier)

In CMS, use System Setup > Free Space Allocation.

Status:___________________________________

File system for: Blocks required

File system

Blocks available

Percent available

Agents

Agent trace

Call work codes

Call records

Exceptions

Forecasting

Login/logout

Splits/skills

Trunk groups

Trunks

VDNs

Vectors



Free space allocation (R3V9 and later)

To record free space allocation:

1. In CMS, use System Setup > Free Space Allocation.

The system displays overall FSA statistics.

2. Enter an ACD name in the Enter DBspace Name field and press Enter twice.

The system displays free space allocation for the selected ACD.

Item ACD

1 2 3 4 5 6 7 8

Agents

Agent trace

Call work codes

Agent login/logout

Splits/skills

Trunk groups

Trunks

Other

VDNs

Vectors

Blank data forms


Data storage allocation

In CMS, use System Setup > Data Storage Allocation. Make a copy for each ACD.

ACD name _______________________

Data item Number of items

Days of intrahour

Days of daily

Weeks of monthly

Months of monthly

Splits/Skills(0-______)

Agents N/A

Trunk groups(0-______)

Trunks(0-______)

Call work codes(1-______)

Vectors(0-______)

VDNs(0-______)

Shift 1 Times: ______ AM/PM to ______ AM/PM Agents logged in: _______




Total split/skill members, summed over all splits/skills: ______

Number of agent login/logout records: ______

Number of agent trace records: ______

Number of unmeasured trunk facilities: ______

Number of exception records: ______

Number of call records: ______



Storage intervals

In CMS, use System Setup > Storage Intervals. Make a copy for each ACD.

ACD name __________________________

Intrahour interval (circle one) 15 minutes

30 minutes

60 minutes

Data summarizing time: ______ AM/PM

Switch time zone offset (-23 to +23): ______

Week start day (circle one) Sunday Week stop day (circle one) Sunday

Monday Monday

Tuesday Tuesday

Wednesday Wednesday

Thursday Thursday

Friday Friday

Saturday Saturday

Sunday Sunday

Daily start time: ______ AM/PM

Daily stop time: ______ AM/PM

Blank data forms


Backup device

In CMS, use Maintenance > Backup/Restore Devices.

! Important:With CMS R3V11, the QIC 150, QIC 2.5-GB, and 8-mm 5-GB tape drives are no longer supported. If any of these were administered as the default backup device, a different tape drive must be administered on the new system.

Device name: ___________________________________________

Path: __________________________________________________

Description: ____________________________________________

Device type (circle one) cartridge tape - 150 MB

cartridge tape - 2.5 GB

8mm tape - 5 GB

cartridge tape - 4.0-8.0 GB

8mm tape - 14 GB

8mm/4mm tape - 40GB



Data migration tablesThe tables in this section show how Informix tables are handled by CMS after they are migrated to the new R3V11 system. Note that the database tables migrated to R3V11 may have been associated with a different backup/restore category in the pre-upgrade CMS version. For instance, a data table associated with the Agent/Call Center Admin data category on a pre-R3V11 system may now be associated with the Historical data category on the R3V11 system, and so on.

For data tables in which no category is checked, the data table is reinitialized when CMS is set up on the new system and the data from the old system is not migrated.

Data migration tables


All tables

Table name1 Application DescriptionSystem Admin1

Agent/Call

Center Admin1

Hist1

aar_agents Agent Act. Recorder Agents being traced X

acd_groups ACD groups Global dictionary X

acd_shifts DSA, FSA Agent shifts X

acdadminlog Historical reports Log of ACD admin modifications

X

acds User Permissions ACD access X

ag_actv2 Agent Trace Agent trace data X

ag_ex_adm Exceptions Agent exceptions admin X

agex2 Historical reports Agent exceptions data X

agroups Dictionary Agent groups X

arch_stat Archiver Archive status X

br_dev_types Backup/Restore B/R device types

br_devices Backup/Restore B/R devices

br_fulls Backup/Restore Backup history: full backups

br_increms Backup/Restore Backup history: inc. backups

br_tables Backup/Restore B/R tables

call_rec Historical reports Internal call history X

cmstbls Dictionary Database tables X

cow/reports/designer Supervisor Report designer X

custobjects X

customer_log ELOG Customer error log

d_secs Historical reports X

dagent2 Historical reports Daily agent data X

db/gem/c_custom3 Custom Reports Report GEM files (current) X

db/gem/h_custom3 Custom Reports Report GEM files (historical) X



db/gem/r_custom3 Custom Reports Report GEM files (real-time) X

db/journal/shortcut3 Time Tables Shortcut settings X

db/journal/timetable3 Time Tables Timetable settings X

dberrors IDBM Error map: Informix vs. CMS

dbitems Dictionary Database items X

dbstatus Backup/Restore Hist./forecast tables update status

X

dcadmin DSA, SPI, install Data collection admin

dcalloc DSA, FSA Data storage allocation admin

dcwc Historical reports Daily call work codes data X

dsplit2 Historical reports Daily splits data X

dtkgrp2 Historical reports Daily trunk groups data X

dtrunk Historical reports Daily trunks data X

dvdn Historical reports Daily VDNs data X

dvector Historical reports Daily vector data X

error_msg ELOG Canned customer error msgs

ex_msgs Exceptions Canned exception messages

f_agposrep Forecast Agent Positions Required Report

f_cday2 Forecast Current Day Report X

f_cdayconf2 Forecast Current Day Config. X

f_cdayrep2 Forecast Current Day Report X

f_chpap Forecast Call Handling Profile X

f_chprof Forecast Call Handling Profile X

f_cstap Forecast Costs Profile X

f_cstprof Forecast Costs Profile X

f_cstprof Forecast Costs Profile X


Agent/Call

Center Admin1

Hist1



f_dataarch Forecast Data Storage Alloc. X

f_dsplit2 Forecast Daily Split Data X

f_dtkgrp Forecast Daily Trunk Group Data X

f_fin Forecast Financial Report

f_finrep Forecast Financial Report

f_hfinrep Forecast Hypothetical Financial Report

f_hypodata Forecast Hypothetical Data X

f_hyporep Forecast Hypothetical Report

f_intra Forecast Intraday Report

f_intrarep Forecast Intraday Report

f_ispday2 Forecast Special Day Split Data X

f_isplit2 Forecast Interval Split Data X

f_itkgrp Forecast Interval Trunk Group Data X

f_long Forecast Long Term Report

f_longrep Forecast Long Term Report

f_spdays2 Forecast Special Day Admin X

f_specrep Forecast Special Day Report

f_status Forecast Forecast Manager Status X

f_tkgpprof Forecast Trunk Group Profiles X

f_tkreqrep Forecast Trunk Required Report

f_tperfrep Forecast Trunk Performance Report

features User Permissions Feature access X

filesys DSA, FSA Historical reports file systems

fs_check CRT File systems for free space check

h_custom3 Custom Reports Custom reports: historical X

hagent2 Historical reports Intrahour agent data X


Agent/Call

Center Admin1

Hist1



haglog2 Historical reports Intrahour agent login-logout data

X

hcwc Historical reports Intrahour call work code data X

hsplit2 Historical reports Intrahour split data X

htkgrp2 Historical reports Intrahour trunk group data X

htrunk Historical reports Intrahour trunk data X

hvdn Historical reports Intrahour VDN data X

hvector Historical reports Intrahour vector data X

linkex Historical reports Link exceptions data X

m_secs Historical reports X

magent2 Historical reports Monthly agent data X

main_menu3 CRT Main menu X

mctex2 Historical reports Malicious call trace exceptions

X

mcwc Historical reports Monthly call work code data X

menu3 CRT Submenu X

menu_add3 CRT Menu additions X

menu_help CRT Menu help

menu_item_help CRT More help for menu items

msplit2 Historical reports Monthly split data X

mtkgrp2 Historical reports Monthly trunk group data X

mtrunk Historical reports Monthly trunk data X

mvdn Historical reports Monthly VDN data X

mvector Historical reports Monthly vector data X

print_adm Printer Admin Printer parameters

r_custom3 Custom Reports Custom reports: real time X

scwininfo3 Short Cuts Shortcut window info X

sp_ex_adm Exceptions Split exceptions admin X


Agent/Call

Center Admin1

Hist1



spex2 Historical reports Split exceptions X

split_pro2 ACD profiles Split profile X

splits2 User Permissions Split access X

std_rpts Custom Reports Standard reports list

synonyms Dictionary Synonyms X

sys_info DSA, FSA DC parameters X

tg_ex_adm Exceptions Trunk group exceptions admin

X

tgex Historical reports Trunk group exceptions X

tgroups User Permissions Trunk groups access X

tt_hostname Time Tables, Host Name

Timetables

ttsc3 Time Tables, User Perms

Timetables X

ttsched3 Time Tables, User Perms

Schedules X

ttsctasks3 Time Tables, User Perms

Associated tasks X

user_colors3 CRT Color options X

user_defval3 CRT User defaults X

users3 User Permissions Users X

vdn_pro ACD profiles VDN profile X

vdn_x_adm Exceptions VDN exceptions admin X

vdnex Historical reports VDN exceptions data X

vdns User Permissions VDN access X

vec_x_adm Exceptions Vector exceptions admin X

vecex Historical reports Vector exceptions data X

vectors User Permissions Vector access X

w_secs Historical reports X


Agent/Call

Center Admin1

Hist1



wagent2 Historical reports Weekly agent data X

wcwc Historical reports Weekly call work code data X

workcodes User Permissions Work codes access X

wsplit2 Historical reports Weekly split data X

wtkgrp2 Historical reports Weekly trunk group data X

wtrunk Historical reports Weekly trunk data X

wvdn Historical reports Weekly VDN data X

wvector Historical reports Weekly vector data X

1. Data contained in the tables that are not marked (X) in the System Administration, Agent/Call Center Administration, or Historical data columns is not migrated to the new system. The tables are empty until the first backup is run.

2. Indicates tables/data that are affected by EAS format.

3. Indicates tables that hold data associated with a specific CMS user ID. If the user ID is removed from CMS, an application that uses the migrated data, such as a Timetable report, may report an error and fail.


Agent/Call

Center Admin1

Hist1



System administration tables

Table name Application Description

cmstbls Dictionary Database tables

cow/reports/designer Supervisor Report designer

custobjects

db/gem/c_custom1

1. Indicates tables that hold data associated with a specific CMS user ID. If the user ID is removed from CMS, an application that uses the migrated data, such as a Timetable report, may report an error and fail.

Custom Reports Report GEM files (current)

db/gem/h_custom1 Custom Reports Report GEM files (historical)

db/gem/r_custom1 Custom Reports Report GEM files (real-time)

db/journal/shortcut1 Time Tables Shortcut settings

db/journal/timetable1 Time Tables Timetable settings

dbitems Dictionary Database items

f_hypodata Forecast Hypothetical Data

features User Permissions Feature access

h_custom1 Custom Reports Custom reports: historical

main_menu1 CRT Main menu

menu1 CRT Submenu

menu_add1 CRT Menu additions

r_custom1 Custom Reports Custom reports: real time

scwininfo1 Short Cuts Shortcut window info

sys_info DSA, FSA DC parameters

ttsc1 Time Tables, User Perms Timetables

ttsched1 Time Tables, User Perms Schedules

ttsctasks1 Time Tables, User Perms Associated tasks

user_colors1 CRT Color options

user_defval1 CRT User defaults

users1 User Permissions Users



Agent/call center administration tables


aar_agents Agent Act. Recorder Agents being traced

acd_groups ACD groups Global dictionary

acd_shifts DSA, FSA Agent shifts

acds User Permissions ACD access

ag_ex_adm Exceptions Agent exceptions admin

agroups Dictionary Agent groups

arch_stat Archiver Archive status

dbstatus Backup/Restore Hist./forecast tables update status

f_cdayconf1 Forecast Current Day Config.

f_chpap Forecast Call Handling Profile

f_chprof Forecast Call Handling Profile

f_cstap Forecast Costs Profile

f_cstprof Forecast Costs Profile

f_cstprof Forecast Costs Profile

f_dataarch Forecast Data Storage Alloc.

f_spdays1 Forecast Special Day Admin

f_status Forecast Forecast Manager Status

f_tkgpprof Forecast Trunk Group Profiles

sp_ex_adm Exceptions Split exceptions admin

split_pro1 ACD profiles Split profile

splits1 User Permissions Split access

synonyms Dictionary Synonyms

tg_ex_adm Exceptions Trunk group exceptions admin

tgroups User Permissions Trunk groups access

vdn_pro ACD profiles VDN profile



vdn_x_adm Exceptions VDN exceptions admin

vdns User Permissions VDN access

vec_x_adm Exceptions Vector exceptions admin

vectors User Permissions Vector access

workcodes User Permissions Work codes access





Historical tables


acdadminlog Historical reports Log of ACD admin modifications

ag_actv1 Agent Trace Agent trace data

agex1 Historical reports Agent exceptions data

call_rec Historical reports Internal call history

d_secs Historical reports

dagent1 Historical reports Daily agent data

dcwc Historical reports Daily call work codes data

dsplit1 Historical reports Daily splits data

dtkgrp1 Historical reports Daily trunk groups data

dtrunk Historical reports Daily trunks data

dvdn Historical reports Daily VDNs data

dvector Historical reports Daily vector data

f_cday1 Forecast Current Day Report

f_cdayrep1 Forecast Current Day Report

f_dsplit1 Forecast Daily Split Data

f_dtkgrp Forecast Daily Trunk Group Data

f_ispday1 Forecast Special Day Split Data

f_isplit1 Forecast Interval Split Data

f_itkgrp Forecast Interval Trunk Group Data

hagent1 Historical reports Intrahour agent data

haglog1 Historical reports Intrahour agent login-logout data

hcwc Historical reports Intrahour call work code data

hsplit1 Historical reports Intrahour split data

htkgrp1 Historical reports Intrahour trunk group data

htrunk Historical reports Intrahour trunk data



hvdn Historical reports Intrahour VDN data

hvector Historical reports Intrahour vector data

linkex Historical reports Link exceptions data

m_secs Historical reports

magent1 Historical reports Monthly agent data

mctex1 Historical reports Malicious call trace exceptions

mcwc Historical reports Monthly call work code data

msplit1 Historical reports Monthly split data

mtkgrp1 Historical reports Monthly trunk group data

mtrunk Historical reports Monthly trunk data

mvdn Historical reports Monthly VDN data

mvector Historical reports Monthly vector data

spex1 Historical reports Split exceptions

tgex Historical reports Trunk group exceptions

vdnex Historical reports VDN exceptions data

vecex Historical reports Vector exceptions data

w_secs Historical reports

wagent1 Historical reports Weekly agent data

wcwc Historical reports Weekly call work code data

wsplit1 Historical reports Weekly split data

wtkgrp1 Historical reports Weekly trunk group data

wtrunk Historical reports Weekly trunk data

wvdn Historical reports Weekly VDN data

wvector Historical reports Weekly vector data





Tables not migrated

The data in these tables are not migrated to the new system. The tables are empty until the first backup is run.


br_dev_types Backup/Restore B/R device types

br_devices Backup/Restore B/R devices

br_fulls Backup/Restore Backup history: full backups

br_increms Backup/Restore Backup history: inc. backups

br_tables Backup/Restore B/R tables

customer_log ELOG Customer error log

dberrors IDBM Error map: Informix vs. CMS

dcadmin DSA, SPI, install Data collection admin

dcalloc DSA, FSA Data storage allocation admin

error_msg ELOG Canned customer error msgs

ex_msgs Exceptions Canned exception messages

f_agposrep Forecast Agent Positions Required Report

f_fin Forecast Financial Report

f_finrep Forecast Financial Report

f_hfinrep Forecast Hypothetical Financial Report

f_hyporep Forecast Hypothetical Report

f_intra Forecast Intraday Report

f_intrarep Forecast Intraday Report

f_long Forecast Long Term Report

f_longrep Forecast Long Term Report

f_specrep Forecast Special Day Report

f_tkreqrep Forecast Trunk Required Report

f_tperfrep Forecast Trunk Performance Report



filesys DSA,FSA Historical reports file systems

fs_check CRT File systems for free space check

menu_help CRT Menu help

menu_item_help CRT More help for menu items

print_adm Printer Admin Printer parameters

std_rpts Custom Reports Standard reports list

tt_hostname Time Tables, Host Name

Timetables



Index

AACDs . . . . . . . . . . . . . . . . . . . . . 19, 25

migrating multiple . . . . . . . . . . . . . . . 19recording switch information . . . . . . . . . . 24

administration log . . . . . . . . . . . . . . . . . 34

Ccustom data migration . . . . . . . . . . . . . . . 20custom report migration . . . . . . . . . . . . . . 19customer support . . . . . . . . . . . . . . . . . 14

Ddata migration tables. . . . . . . . . . . . . . . . 86data storage allocation . . . . . . . . . . . . . . . 26database table custom migration . . . . . . . . . . 20dictionary migration . . . . . . . . . . . . . . . . 20displaying switch information . . . . . . . . . . . . 24

Ffree space allocation . . . . . . . . . . . . . . . . 27

Llink

busying out . . . . . . . . . . . . . . . . . . 69moving . . . . . . . . . . . . . . . . . . . . 69

login IDs . . . . . . . . . . . . . . . . . . . . . 19

Mmigration . . . . . . . . . . . . . . . . . . . . . 18

custom reports . . . . . . . . . . . . . . . . . 19data tables. . . . . . . . . . . . . . . . . . . 86login IDs . . . . . . . . . . . . . . . . . . . . 19menu additions. . . . . . . . . . . . . . . . . 20multiple ACDs . . . . . . . . . . . . . . . . . 19phased migration. . . . . . . . . . . . . . . . 20potential data collisions . . . . . . . . . . . . . 19shortcuts . . . . . . . . . . . . . . . . . . . 20timetables . . . . . . . . . . . . . . . . . . . 20

multiple ACDs . . . . . . . . . . . . . . . . . . . 19migration . . . . . . . . . . . . . . . . . . . 19

Ppublications center . . . . . . . . . . . . . . . . . . 8

Ssetup . . . . . . . . . . . . . . . . . . . . . . . 25switch information . . . . . . . . . . . . . . . . . 24

Ttables, data migration. . . . . . . . . . . . . . . . 86technician support . . . . . . . . . . . . . . . . . 14

Avaya™ Call Management System (CMS)support.avaya.com/elmodocs2/multivantage/700229065_20.pdf ·...

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