Manuel d'utilisation / d'entretien du produit Comcode 700220627 du fabricant Avaya
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CentreVu ® Call Management System Release 3 Version 9 Sun ® Enterprise TM 3000 Computer CentreVu Upgrade Express Instructions Comcod e 700220 627 Issu e 3.
© 2002, Avaya Inc. All Rights Reserved Notice Every effort was made to en sure that the information in this docu ment was complete and accur ate at the time of printing .
Issue 3.0 Febru ary 2002 3 Contents 3 Preface Over view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Rela ted d ocume nts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Suppo rt . . . . . . .
Contents 4 CentreVu CMS R3 V9 Sun En terprise 3000 Computer CVUE Instructio ns Upgradin g the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Over view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Issue 3.0 Febru ary 2002 5 Preface Over view The CentreV u Call Management Syst em Release 3 V ersion 9 Sun® Enterpr is e™ 3000 Computer CentreV u Upgrade Express Inst ructions are writ ten for technicia ns who are upgrading an Enterpri se 3000 computer from Call Management System (CMS) R3V5u, R3V6, or R3V8 to CMS R3V9.
Preface 6 CentreVu CMS R3 V9 Sun En terprise 3000 Computer CVUE Instructio ns Related do cument s The followi ng t able list s sources fo r addi tional informat ion about the Enterpr ise 3000 computer .
Support Issue 3.0 Febru ary 2002 7 Support If a p roblem arises that requi res assist ance, us e the suppor t infor mation and hel p lines presented belo w . Frequentl y asked questi ons (F AQs) For answers to common problems, CMS customers and A vaya technicians can access the CMS technical support F AQ at: http ://www .
Preface 8 CentreVu CMS R3 V9 Sun En terprise 3000 Computer CVUE Instructio ns.
Issue 3.0 Febru ary 2002 9 Upgrading an Enterprise 3000 to CMS R3V9 Over view This chapter cont ains th e procedur es that are requir ed to upgrade an Enterprise 3000 computer to CMS R3V9. The pr ocess used to upgrad e a Sun computer is cal led Centr eV u Upgrade Expres s (CVUE).
Upgrading a n Enter prise 3000 t o CMS R3V9 10 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Prep aring for the upgrade Over view Before you begin a CVUE upgrade, consider the .
Preparing for the upgrade Issue 3.0 Februa ry 2002 11 Disk mirrori n g The CVUE disk drives t hat accomp any this document a re intended f or an u pgrade to a nonmirrored sy stem.
Upgrading a n Enter prise 3000 t o CMS R3V9 12 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Part s list When upgrading an Enterpr ise 3000 computer to CMS R3V9, the following .
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 13 Proced ures that are done by the customer be fore the upgrade Overview It is the customer’s responsibil ity to ensure that the followi ng procedures are done before a technici an begi ns an upgrade to CMS R3V9.
Upgrading a n Enter prise 3000 t o CMS R3V9 14 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Cleanin g the t ape drive See the har dware doc umentati on for you r Sun computer f or instr uctions o n how to clean the tap e drive.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 15 CMSADM backup for R3V6 and earlier The CMSADM backup for R3V6 and earlier is service af fecti ng (t hat is, links will go down and dat a will not be co llected d uring the backup).
Upgrading a n Enter prise 3000 t o CMS R3V9 16 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 4. Enter the number for t he tape drive t hat is inst all ed on your system. The system displ ays the following message and calculates th e approximat e number of tapes that are required fo r the back up.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 17 6. T o continue the backu p, pres s Enter . Note that a CMSADM backup can take several hours, dep ending on t he speed of the system and the ta pe drive. If only one tape i s required, the sys tem dis plays the foll owing message: 7.
Upgrading a n Enter prise 3000 t o CMS R3V9 18 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 9. Insert the first t ape and press Enter to continue. After the t ape is verified, the system displa ys the followin g message: 10. Remove the fir st tape and ins ert the second t ape.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 19 CMSADM backup for R3V8 The CMSADM backup for R3V8 is not servi ce af fecting. The backup c an be done at any time . T o do a CMSADM backup o n an R3V8 syst em: ! W ARNING : V erify that you are using the cor rect tap e for th e tape drive on your system.
Upgrading a n Enter prise 3000 t o CMS R3V9 20 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 4. Enter a t ape dri ve selecti on from the di splayed l ist. The system display s the following message: 5. Press Enter . The backup process begins .
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 21 9. When prompted, repeat S tep 8 for any additional t apes generated by the backu p process. When the fi nal t ape is ver ified, t he program displ ays the f ollowing message: 10.
Upgrading a n Enter prise 3000 t o CMS R3V9 22 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Backing up V isu al V ectors vector l ayout s and comment s V isual V ectors Server.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 23 5. Enter th e path for the backup dev ice. Note: The default device name is /dev/rmt/0 .
Upgrading a n Enter prise 3000 t o CMS R3V9 24 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Doing a full main tenance backu p A full maintenance backup pr ovides migration dat a for the new CMS version. Do the backup the night bef ore the upgr ade.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 25 The system display s the following for R3V8: 3/ 9/01 18:43 CentreVu(R) CMS Windows: 1 of 4 ^vvvv^v^ Maintenance.
Upgrading a n Enter prise 3000 t o CMS R3V9 26 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 3. In the Backup Data wi ndow , select the option s and enter the values that are i ndicated in the followin g tabl e: 4. Press Enter t o access t he action list, and select Run .
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 27 Doing an in crement al maintenan ce backu p Do an incr emental mai ntenance backup immediately before t he upgrade. Backups ar e done using the CMS Back Up Data wi ndow .
Upgrading a n Enter prise 3000 t o CMS R3V9 28 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions The system display s the following for R3V8: 3/ 9/01 18:43 CentreVu(R) CMS Windows:.
Procedures that ar e done by the customer before the upgrade Issue 3.0 Februa ry 2002 29 3. In the Back Up Dat a window , sele ct t he options and enter the values t hat are indi cated in the followin g tabl e: 4. Press Enter t o access t he action list, and select Run .
Upgrading a n Enter prise 3000 t o CMS R3V9 30 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Checking for nonsequential ACDs The CVUE tool cannot upgr ade systems t hat have a series of ACDs that are not in sequential order .
Upgradin g the syst em Issue 3.0 Februa ry 2002 31 Upgrading t he system Overview Use the following checkli st when upgrading a CMS computer . ! CAUTION: It is highly reco mmended that customers do NOT reuse their old disk drives as pa rt of t he upgr ade procedu re.
Upgrading a n Enter prise 3000 t o CMS R3V9 32 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Extracting the c ustomer ’ s admini stration and o ptions T o minimize the time t.
Upgradin g the syst em Issue 3.0 Februa ry 2002 33 5. Log on as root. 6. Enter: cd / 7. Load the CVUE Upgrade T ool CD. The File Manager window may open. Move and click the cur sor in an XTERM window . 8. After waiting about 15 seconds, en ter mount to v erify t hat the CD is detect ed.
Upgrading a n Enter prise 3000 t o CMS R3V9 34 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions ● If the tool determi nes tha t the tape or t ape drive are not operat ional, the system displays the following message: Make sure the ta pe is not write-prot ected and is the correct tape for the tape dri ve.
Upgradin g the syst em Issue 3.0 Februa ry 2002 35 14. The CVUE tool next checks the current versi on of Solaris and displays the following message: Extracti ng the admi nistrati on files will t ake several minutes . 15. The CVUE tool nex t checks t o see if ISQL soft ware version 7.
Upgrading a n Enter prise 3000 t o CMS R3V9 36 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions ● If ISQL was not purchased as p art of the upgrade, enter n . If you enter n , ISQL is not inst alled a nd the syst em displays the following message: The CVUE upgrade continues with S tep 18.
Upgradin g the syst em Issue 3.0 Februa ry 2002 37 ● If the system dis plays the follo wing error message, the ACDs are not i n sequenti al order , and y ou must add one or more tempora ry ACDs using t he commands sho wn in S tep 22: 22. T o add a temporary ACD: a.
Upgrading a n Enter prise 3000 t o CMS R3V9 38 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 24. The system may display messages similar to the fol lowing: These last two messages show that the OpenBoot PROM (OBP) is bein g checked.
Upgradin g the syst em Issue 3.0 Februa ry 2002 39 Removing an d replacin g Enterpri se 3000 disk driv es Overview This secti on cont ains the proced ures that are required to upgr ade the disk drives in an Enterprise 3000 computer to CMS R3V9.
Upgrading a n Enter prise 3000 t o CMS R3V9 40 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 4. Open the front door of the syste m.
Upgradin g the syst em Issue 3.0 Februa ry 2002 41 Inst alling the new disk drives Y ou have one boot disk drive, and up to nine optional nonboot di sk drives.
Upgrading a n Enter prise 3000 t o CMS R3V9 42 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Booting up the system with the new disk drives Note: When the upgrade is being supp.
Upgradin g the syst em Issue 3.0 Februa ry 2002 43 V erifying that the system recognizes the new disk drives Y ou must next verify that the sys tem recognizes the new disk dr iv es.
Upgrading a n Enter prise 3000 t o CMS R3V9 44 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 3. Enter: metadb -i The system display s a message si milar t o the fol lowing: This command sho ws the dat aba se replic as. There sho uld be f our replicas for the boot disk.
Upgradin g the syst em Issue 3.0 Februa ry 2002 45 V erifying that the upgrade can continue T o continue with the upgrade, do one of the foll owing: ● If the disk drive and tape dr ive stat us is correct , continue wit h Copying and a ctivating t he customer ’s a dministration and option s on pa ge 46 .
Upgrading a n Enter prise 3000 t o CMS R3V9 46 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Copying and acti vati ng the customer ’ s admini stration and opti ons Overview After y ou verify the new con figurati on, do the following: ● Inst all CMS patches .
Upgradin g the syst em Issue 3.0 Februa ry 2002 47 Inst alling CMS patches If the new CMS load has any patc hes, those pat ches must be inst alled on the system. These patc hes are on the CentreV u CMS software CD, not the CVUE Upgrade T ool CD. The CentreV u CMS software CD is includ ed in the CVUE upgrade kit.
Upgrading a n Enter prise 3000 t o CMS R3V9 48 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 8. T o load all pa t ches, enter: y The system inst alls the p atches. As it does so, it displ ays a message similar to the following for each p atch i nstal led: 9.
Upgradin g the syst em Issue 3.0 Februa ry 2002 49 Copying customer data T o copy the cust omer ’s data f rom the CVUE ba ckup t ape onto the system: 1. V er if y that the cu stomer ’s “ CVUE Extract” t ape is wr i te-protected an d is inserted in the correct tape drive.
Upgrading a n Enter prise 3000 t o CMS R3V9 50 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Activating customer optio ns The activat e process can t ake from as litt le as a few min utes t o as much as 1 to 2 hours to complete.
Upgradin g the syst em Issue 3.0 Februa ry 2002 51 ● If the CVUE copy completed succe ssf ully , the syst em begins act ivating the customer ’s o ptions. The system dis plays messages such as the f ollowing: The system continues activating the custo mer ’s opti ons.
Upgrading a n Enter prise 3000 t o CMS R3V9 52 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions The system continue s activating the custo mer ’s opti ons. The system displays messages such as the fo ll owing: The system continue s activating the custo mer ’s opti ons.
Upgradin g the syst em Issue 3.0 Februa ry 2002 53 5. Continue with Shut ting down a nd rebooting the syst em . ! CAUTION: If you receive an error mess age, such as the f ollowing, a failure occurred i n one of the inst al lation scr ip ts.
Upgrading a n Enter prise 3000 t o CMS R3V9 54 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions V erifying the status of the disks After t he system boo ts up, you must check the st atus of the disks . 1. Enter: . /opt/informix/bin/setenv 2.
Upgradin g the syst em Issue 3.0 Februa ry 2002 55 T urning on CMS T o turn on CMS: 1. Enter: cmsadm The CMS Administration menu displ ays . 2. Enter the number that co rresponds wi th the run_cms option. 3. Enter 1 to tu rn on CMS. 4. Continue with V erifyi ng that CMS i s operating .
Upgrading a n Enter prise 3000 t o CMS R3V9 56 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Checking Free Space Allocation T o check Free Space Al location: 1. Go to the Free Space Allocati on window that is located in the CMS System Setup subsystem.
Upgradin g the syst em Issue 3.0 Februa ry 2002 57 Comp aring directory and file permissions After y ou activat e the new s ystem, you s hould veri fy that the dire ctories a nd files copi ed over fr om the old system ret ain the same permis sions, or that th e new permissions are accept able.
Upgrading a n Enter prise 3000 t o CMS R3V9 58 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Up dating the switch setup In many cas es, the s witch is upgraded to a new rele ase when t he CMS is upgr aded with CVUE. In addi tion , the l inks f rom the swi tch t o the CMS may n eed c onversio n f rom X.
Upgradin g the syst em Issue 3.0 Februa ry 2002 59 Removing the upgrade fil es The files used for the upgr ade must be removed. T o remove the upgrade files: 1. Enter: cd /cdrom/cdrom0 2. Do one of the following: ● If running t he command l ocal ly at the console, enter: .
Upgrading a n Enter prise 3000 t o CMS R3V9 60 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Migrating the customer ’ s dat a The foll owing custo mer data must be mig rated .
Upgradin g the syst em Issue 3.0 Februa ry 2002 61 5. From the CMS M ain Menu, select System Setup > R3 Migrate Data . The system display s the following : 6. In the R3 Migrate Data window , select the opti ons and enter the values tha t are indicat ed in the following t able: 7.
Upgrading a n Enter prise 3000 t o CMS R3V9 62 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 10. Enter: pg /cms/migrate/r3mig.log This displays the cust omer migration log. 1 1. Look at t he content s of the customer migration log and t ake any necessary c orrective action.
Upgradin g the syst em Issue 3.0 Februa ry 2002 63 3. In the R3 Migrate Data window , select the opti ons and enter the values tha t are indicat ed in the following t able: 4. Press Enter t o access t he action list i n the to p right corner . 5. Select Run and pre ss Enter .
Upgrading a n Enter prise 3000 t o CMS R3V9 64 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Checking the status of the disks After migra ti ng the cust omer ’s dat a, you should verif y tha t the disks have resynchr oni zed successful ly befor e leaving the site.
Upgradin g the syst em Issue 3.0 Februa ry 2002 65 T roubleshooting upgrade failures If you receiv e an error message that one of the inst al lation scr ip ts fail ed when you run the cvue_activate command, you may be able to rec over and continue with the upgrade.
Upgrading a n Enter prise 3000 t o CMS R3V9 66 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions sethostname Sets the host name For all of these scri pts, do not attempt to contin ue with the upgrade. Escal ate the p roblem through the normal channels.
Procedures that are done by the customer after the upgrade Issue 3.0 Februa ry 2002 67 Proced ures that are done by the customer af ter the upgrade Overview After the upgra de is compl eted, the customer must do the followi ng procedures to rest ore the syst em to normal operation: Procedure Completed Migrate histori cal dat a.
Upgrading a n Enter prise 3000 t o CMS R3V9 68 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Migrat in g hi sto ri cal dat a Migrate his torical dat a after migrat ing the syste m admin ist ration dat a, and the agent and call center administrati on data.
Procedures that are done by the customer after the upgrade Issue 3.0 Februa ry 2002 69 4. In the R3 Migrate Data window , select the opti ons and enter the values tha t are indicat ed in the following t able: 5. Press Enter t o access t he action list i n the to p right corner .
Upgrading a n Enter prise 3000 t o CMS R3V9 70 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Restorin g non-CMS f iles The customer may want specific non-CMS files copied from the preupgrade CMSADM backup ta pe to the upgraded system.
Procedures that are done by the customer after the upgrade Issue 3.0 Februa ry 2002 71 R3V8 T o copy speci fic file s from an R3V8 system: 1. Insert the most recent CMSADM backup tape f rom the old system int o the tape dri ve.
Upgrading a n Enter prise 3000 t o CMS R3V9 72 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions Inst alling and admin istering unpreserved so ftware After the CVUE upgrade, any unpreser ved sof tware should be inst alled and any new features or servi ces shoul d be administered.
Procedures that are done by the customer after the upgrade Issue 3.0 Februa ry 2002 73 Doing a CMSADM backup Do a CMSADM backup o n the syst em as descri bed in CentreV u CMS R3V9 Software Inst allati on, Maintenanc e and T roubleshooting , 585-215-956.
Upgrading a n Enter prise 3000 t o CMS R3V9 74 CentreVu CMS R 3V9 Sun E nterpr ise 3000 Compu ter CVUE In structions 3. In the Backup Data wi ndow , select the option s and enter the values that are i ndicated in the followin g tabl e: 4. Press Enter t o access t he action list, and select Run .
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Avaya Comcode 700220627 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Avaya Comcode 700220627 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Avaya Comcode 700220627, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Avaya Comcode 700220627 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Avaya Comcode 700220627, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Avaya Comcode 700220627.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Avaya Comcode 700220627. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Avaya Comcode 700220627 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
