call management system installation and maintenance

© 2010. All rights reserved.

Call Management System Installation and Maintenance

ATI00685IENInstructor Name – Javier BasualdoInstructor email – [email protected]

© 2010. All rights reserved. 2

Instructor Introduction Name and time with Avaya Experience with CMS What the participants can expect to get out of this class


Introductory Agenda uConnect logistics Housekeeping and class rules Participant introductions Getting started with Toolwire Course overview, course outline, schedule


Logistics – Full Screen View To change to full screen view, once you have entered the course/meeting, press

Full Screen.

Participant View


Logistics – Asking a Question When you want to ask a question:

1. Select Full Screen at the bottom of the Share Pod to restore the normal view (if necessary).

2. Select the Raise Hand icon or go to the Status Options drop-down arrow and select Raise Hand to notify the instructor you have a question, and then…

Ask your question live by way of the the audio bridge.

or Use the Chat pod to type your question.


Logistics – Asking a Question: Raise Hand

Participant View

RaiseHand

StatusOptions


Logistics – Asking a Question: Chat Pod


Audio Test You or the participants might need to access the standard Volume Control Menu to

change volume or mute settings for the Volume and/or Wave controls.

Note

Advise the participant to consider using a telephone headset to prevent any distractions while in the virtual meeting.


Housekeeping/Class Rules Be courteous to your classmates and the instructor:

– Limit extracurricular conversations on cell phones or otherwise.

– Check your email, voice mail, and IM chat on breaks only.

– Ensure your cell phone or pager is on vibrate.

Maintain a professional atmosphere. Make every effort to be on time for the start time and from breaks and lunches. Questions will be asked frequently (every 5 to10 minutes) and participation will be

prompted. A survey link will be sent to you by email at the end of the session.


Day 1 – Session 1 (6 hours) Day 2 – Session 2 (6 hours)

Schedule

This vILT course will take approximately 12 hours to complete.


Q&A


Getting Started with Toolwire vILT labs are performed using the “Toolwire data source.” In this class, we will be

accessing virtual CMs (Communication Managers), and a remote CMS system. In addition, each student will have access to CMS Supervisor, Terminal Emulator, and

simulation programs for you to gain hands-on experience. Go to https://dcm.toolwire.com/login_pro/login_pro.jsp?RID=avaya to access Toolwire.


First time users, select Before You Begin to:– Update the Java client.– Install the Citrix ICA Web Client.– Verify that Flash 8 or higher is installed.

Getting Started with Toolwire (Continued)


Getting Started with Toolwire (Continued) User Names and Passwords are provided by the

instructor. For Client Options, leave Citrix XenApp Plug-

in Client checked. For Proxy Discovery Options, select Automatic

Proxy Detection. Click Login.


Getting Started with Toolwire (Continued)The administrator password is “admin.”


Getting Started with Toolwire (Continued)Your Toolwire desktop will look similar to this.


Student Introductions Name/Group/Time with your company? What experience do you have with CMS? What do you expect to get out of this class?


Course OverviewThis course provides an overview of the process that a Business Partner will follow to set up a CMS system.

Students will have access to a Communication Manger (CM) and a Call Management System (CMS) in this class, and some hands-on exercises are included.

The course makes available several documents, job aids, and resources that students will be able to use for future CMS implementations.


Course OutlineChapter 1 - CMS Configurations, Installations, and Upgrades (Day 1) …Tasks that you might be required to perform on a customer's CMS system…

Chapter 2 - CMS Installation or Platform Upgrade (Day 1) …Procedure to prepare a system for production…

1) Prepare for the installation.

2) Administer the CM/CMS link.

3) Establish CMS connectivity.

4) Perform the setup procedures (Day 2). 5) Contact Avaya to complete the installation.

Chapter 3 - The Cutover (Day 2) …Final steps at customer site…

1) The cutover and registration with Sun and Avaya

2) CMS administration

Chapter 4 - CMS Maintenance and Troubleshooting Overview (Day 2) …Some common maintenance and troubleshooting procedures…


Schedule (Approximate) Day 1: Chapters 1 and 2 presentation and hands-on exercises Day 2: Chapters 3 and 4 presentation and hands-on exercises

The more interactive the students are, the better the experience is for all the students.


Chapter 1

CMS Configurations, Installations, and Upgrades

Duration: 1.5 hours


Chapter 1, Module 1

Duration: 1.5 hours


Chapter Objectives

Identify the different CMS configurations a Business Partner might be required to administer for a customer.

After you complete this chapter, you will be able to:


R15 and R16 CMS Supported Platforms For the first time, Avaya is selling and shipping two versions of CMS simultaneously. R15 CMS is supported on the Sun Enterprise-V890, Netra-210, T5120, and T5220

platforms. New R15 CMS installations are shipped on the T5120 and T5220.


R15 and R16 CMS Supported Platforms (Continued) R16 CMS is supported on the T5120 and T5220 platforms. R16 CMS uses RAID for file the system and IDS raw partitions – as opposed to R15

that uses disk mirroring and soft partitioning. R16 systems are built with RAID 10 performance and redundancy hardware installed

and configured.


New Installation vs. Platform Upgrade Both are shipped as a new installation from the factory.

– On R15 CMS, standard CMS software is installed by default; expanded AUX is optional software.

– On R16 CMS, expanded AUX CMS software is the default and there is no other option.

A new installation is set up with new information from the customer. A platform upgrade is typically set up to look like the existing CMS.


Baseload Upgrade A baseload upgrade requires a PCN to be ordered from Avaya Maintenance.

– PCN = Product Change Notice = bug fix load

They are customer installable, but typically not performed by a customer. They are service affecting. Solaris patches and CMS software are updated.


Baseload Upgrade (Continued) Overview of process:

– Update Solaris patches and security script.– Remove and install Supplemental Services if necessary.– Remove CMS and say YES to preserve data.– Install new CMS (and patches).– Remove and install new Visual Vectors Server if necessary.

The process is documented in the Baseload Upgrade document: http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations


CMS System Restore A system restore might be required if a disk crashes or for other unforeseen

circumstances. A restore can be performed by the customer, but typically is not. The process is documented in the Software Installation Maintenance and

Troubleshooting document: http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations


Quiz


Chapter 1, Quiz 11. Which platforms are supported in R16 CMS?

2. Which platforms are supported in R15 CMS?

3. True or False: Both R15 and R16 CMS releases are shipped with RAID hardware on the T5120 platforms.

4. True or False: CMS R15 is shipped with expanded AUX CMS as the default.

5. True or False: If an existing customer needs a platform upgrade, the system is shipped from the factory as if it was a system for a new customer.

6. True or False: An example of a baseload upgrade is an upgrade from R15 to R16 CMS.

7. True or False: Both baseload upgrades and system restores can be performed by a customer.


Q&A


CUE Upgrade: R15 vs. R16 CMS A customer can upgrade to R15 CMS if the customer is on a supported platform. A CMS Upgrade Express (CUE) upgrade includes CUE software and new hard drives. Because of Solaris changes, the CUE process has changed since R14 CMS and earlier

releases.


CUE Upgrade: R15 vs. R16 CMS (Continued) R15 CUE:

– Netra upgrades to R15 CMS – no changes from the past.– V890 upgrades require that the technician be on site to boot the CUE boot disk using the

Solaris software DVD.

R16 CUE:– RAID hardware is always included and must be installed before the CUE upgrade can be

performed.– Blank hard drives are shipped and the boot disk is built with a flash archive on the fly.


CUE Upgrade: R15 vs. R16 CMS (Continued) R15 to R16 CUE upgrade:

– The customer must already be on a T5120 or T5220. – R16 CUE kit is shipped with RAID hardware since R15 customers on these platforms did not

require RAID.


CUE Upgrade: R15 vs. R16 CMS (Continued) The CUE upgrade document is available for Avaya personnel only. Upgrades are done by Avaya-authorized personnel based on the following conditions:

– In the United States and Canada, only Avaya CMS Provisioning personnel do upgrades. Avaya CMS Provisioning is assisted by on-site Avaya technicians.

– Outside the United States and Canada, Avaya-approved Business Partners or system integrators do upgrades.


Quiz


Chapter 1, Quiz 21. True or False: If an R14 customer wants to upgrade to R16 CMS, the CUE process

can be used.

2. True or False: An R15 CUE kit is always shipped with RAID hardware that must be installed prior to the CUE upgrade.

3. True or False: The CUE process documentation is available on the Avaya Support Web site.

4. True or False: An R15 customer who is on a Netra 210 can use the CUE process to upgrade to R16 CMS.


Q&A


High Availability (HA) CMS Dual ACD links on the communication server. Paired set of CMS servers each separately connected to one of the dual links, and

through which simultaneous and identical sets of call data are received. Separate network subnet connections for paired ACD-CMS combinations.


High Availability (HA) CMS (Continued) Both platforms in a HA configuration should be identical models and must have the

same/similar CMS software load. Requires Avaya Professional Services admin sync software. Avaya High Availability is documented at:

http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations


HA CMS

CMS HA server

Ethernet port

(port device hme0)

(port device eri0)

Ethernet port

CMS HA server

Ethernet port(port device eri0)

(port device hme0)

Ethernet port

Communication server

C-LAN/Ethernet port

C-LAN/Ethernet port

Customer network

Hub

Hub


Survivable CMS During normal operation, the survivable CMS operates in a “standby mode.” CMS only collects ACD call data during a failover from the surviving environment

controlled by the active ESS or LSP. Requires Avaya Professional Services admin sync software.


Standard vs. Expanded AUX CMS Standard CMS supports 10 AUX reason codes (0 to 9).

– For R15 CMS, systems are shipped from the factory with this version installed. Optional expanded AUX software is shipped if the customer orders it.

– For R16 CMS, all systems are shipped with Expanded AUX CMS and there is no other option.


Standard vs. Expanded AUX CMS (Continued) Expanded AUX CMS supports more than 10 AUX reason codes (0 to 99).

– For R15 CMS, all systems are shipped with Standard CMS installed. If there is expanded AUX CMS on the order, you’ll be required to remove Standard and install the Expanded AUX software.

– For R15 CMS, 15-minute intervals are not supported with expanded AUX CMS.– In R16 CMS, expanded AUX CMS is the default and 15-minute intervals are supported.


Quiz


Chapter 1, Quiz 31. True or False: HA and Survivable CMS both require Avaya Professional Services

admin sync software.

2. True or False: Survivable CMS simultaneously collects data as a backup to the primary CMS.

3. True or False: 15-minute intervals are supported with expanded AUX CMS in both R15 and R16 CMS releases.


Q&A


Chapter Summary

Identify the different CMS configurations that you might be required to perform on a customer’s system.

Congratulations! Now you can:


Chapter 2

CMS Installation or Platform Upgrade

Duration: 6.5 hours


Chapter Objectives

Gather required system information from the customer.

Establish CMS connectivity. Perform CM/CMS link administration on the CM. Use the job aid procedure to prepare a CMS system for

production. Work with Avaya to complete the installation procedure.



Chapter 2, Module 1: Prepare for the Installation

Duration: 30 min


Module Objectives

Describe the information required for perform a new installation or an upgrade.

Describe the resources that must be scheduled for the installation procedure.

After you complete this module, you will be able to:


Required Information: New Installation vs. Upgrade

New installation:– Two IP addresses plus router and

netmask addresses– Switch release and IP/CLAN address– Technician name/number– Modem number– Data Storage Allocation (DSA)

information

Platform upgrade: – One temporary IP address and

existing network information– Existing authorizations– Existing DSA and/or changes– Existing master ACD– Switch release at cutover– Technician name/number– Temporary modem number


Data Storage AllocationData Storage Allocation values should be collected from the customer by pre-sales associates.


CMS IP Addresses and Modems CMS IP addresses:

– CMS platforms commonly use two Ethernet ports to support network traffic.• Nic1 (e1000g0) is used for CMS Supervisor and normal traffic flow.• Nic2 (e1000g1) is used for the PBX switch link.• These two NICs must be on separate subnetworks to alleviate miscommunication within

the CMS Solaris platform.• The NICs are set from the factory to auto detect.


CMS IP Addresses and Modems (Continued) CMS modems (NAR only)

– CMS platforms are shipped with a modem and required adaptors and cables. – Modems are preconfigured in the factory.

• You can find instructions for configuring a modem in SIMT document if necessary.– If the provided adaptors and cables are not used, modem access will fail.


Schedule Technician and Avaya Resources Installation coordination requires:

– A “provisioning” engineer– On-site technician– Avaya Professional Services to authorize licenses– Avaya Professional Services to install interfaces for third-party applications.


Quiz


Chapter 2, Module 1 Quiz1. True or False: You must always receive DSA values from a customer in order to run

setup.

2. True or False: The adapters that are shipped with the modem are optional.

3. True or False: The two IP addresses required for a CMS network must be on separate subnetworks.

4. True or False: Either a Business Partner or Avaya can authorize agent licenses on the CMS.


Q&A


Module Summary

Describe the information required for preparing a new installation versus a platform upgrade.

Identify the resources that must be scheduled for the CMS installation.



Chapter 2, Module 2: Administer the CMS/PBX Link

Duration: 1.5 hours


Module Objectives

Administer a CMS link using the Communication Manager administration screens.



Job Aids

Before we begin these next lessons, please save to your computer the CMS Job Aids document that has been made available to you in the Student Course Files pod. It’s also useful to print it out for use in this course and on your CMS jobs.


Administer the CMS Link Avaya CMS Switch Connections, Administration, and Troubleshooting document:

– http://support.avaya.com/css/Products/P0030/Administration%20&%20System%20Programming

Link administration on the switch must match the ACD administration on the CMS.

The protocol between the two is determined by the least common denominator.


Administer the CMS Link (Continued) Supported CMS/PBX compatibility (this is also on the job aid):

– CMS R13 supports these switch releases: R8, R9/R10, MV1, CM2, CM3– CMS R13.1 supports the same + CM 3.1 – CMS R14/R14.1 supports R9/R10, MV1, CM2, CM3, CM3.1, CM4/5 (CM4, CM5, CM5.1) – CMS R15 and R16 support CM2, CM3, CM3.1, CM4, CM5, CM5.1, CM5.2 – CMS R16.1 supports the same + CM6

--------------------------------------------------– CM3.0 supports these CMS releases: V6, V8, V9, V11, R12, R13– CM3.1 supports the same + R13.1 CMS– CM4.0 supports CMS V11, R12, R13, R14 – CM5.0/CM5.1 supports CMS R12, CMS R13, R14, R14.1– CM5.2 supports CMS R12, CMS R13, R14, R14.1, R15/R16– CM6 supports the same + R16.1


Administer the CMS Link change node-name IP

– list node-name

* add ip-interface <slot>– list ip-interface clan (get board location)

* add data <module> – List data (find next available)

change communication processor change system features (busy/release mis first)

* Required for CLAN only.


Exercise


Chapter 2, Module 2 Exercise – Administer the CMS Link

1. In your IE browser, access: https://dcm.toolwire.com/pro.

2. The instructor will distribute logins:

Usernames Passwords

acms0001 – acms000…. welcome

3. At the administration login screen, the password is admin.

4. Once you’re logged in to Toolwire, select the Terminal Emulator icon and select the virtualCM profile. Log in as craft, password crftpw. Accept the default terminal type, and select y to suppress alarms. Type sat to access the administration interface. Enter the crftpw password again. Then select 4410 as the terminal type.

Instructions to access the virtual CMs on Toolwire :


Chapter 2, Module 2 Exercise – Administer the CMS Link1. These are virtual Communication Managers; each student has access to a separate

virtual CM. Use your job aid and the switch document referenced below.

Using your job aid, administer a CM/CMS link with this information:

CMS IP: 172.16.105.166

CMS is an R15, switch is a CM5.0

cms node name: cms

switch node name: switch-cms

local and remote = 1, channel 5001

2. Access the Avaya documentation for link administration:http://support.avaya.com/css/Products/P0030/Administration%20&%20System%20Programming


Q&A


Module Summary

Administer a CMS link on the Communication Manager.



Chapter 2, Module 3: Establish CMS Connectivity

Duration: 30 min


Module Objectives

Access the CMS and perform initial troubleshooting.

Connect the tape drive and test it. Connect the CMS to the customer network and to the PBX.



Connectivity Diagram

Remote console

ModemTelephone line to remote maintenance center

System console

External SCSI devices and

ethernet LAN connections

Serial port

USB port

USB port

Ethernet port

XVR-300 Graphics adapter Network

hub

Tape drive 1Target 4

(required)

To customer network for CMS Supervisor, network printers, and LAN backup

Ethernet port for switch link, CM 2.0 and later (supports up to eight ACDs)

For details switch link connectivity, see CMS Switch Connection Administration and Troubleshooting

Keyboard

Mouse

Monitor

SC port

J IH

G

A

B

C

D

E

FF

K

0

1


New CMS from the FactoryRemember that systems are shipped from Sun’s factory for Avaya. Each system has all the software installed but is not administered.

Note that the system in the classroom has one ACD already set up and the link has been established. This is not what the systems look like straight from the factory.


Modem Connection The on-site technician will need to make the physical connections. The proper adapters must be used for Avaya maintenance support access, and for

alarm origination manager (AOM) to work properly (NAR only).– remote console adaptor is connected to the modem.– straight thru adaptor is connected to the CMS.– 10-wire cable with ground runs between the two adapters.


If the system is remote, test dial-up access to the CMS. You should receive a connection and login prompt.

If the connection fails, verify that the adapters are connected properly. If hardware is connected correctly but you still can’t get a connection, the technician will

need to re-do the modem configuration. (See the job aid.)

Modem Connection (Continued)


Tape Drive Connection Use the provided SCSI cable between the CMS and the tape drive rack mount

assembly. On the CMS, the SCSI port A is the upper connection. Verify you can see the tape drive:

– mt –f /dev/rmt/0c status

HP DDS-4 DAT (Sun) tape drive:

sense key(0x6)= Unit Attention residual= 0 retries= 0

file no= 0 block no= 0


Customer Network Connection Connect the customer network to port 0. Connect the switch link to port 1.

– This link can either be a direct connect with a cross-over cable or can be on a private network.


T5120/T5220 Documentation Avaya Call Management System Sun SPARC Enterprise T5120/T5220 Computer

Hardware Installation, Maintenance, and Troubleshooting:– http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&

%20Configurations


Using Terminal Emulator to Access CMS A Terminal Emulator application is included on the CMS Supervisor DVD. Create a profile to access CMS (or other products). Remember that when logging in to CMS remotely, you cannot log in as root directly.

You can log in as cms first, then su to root.


Exercise


Chapter 2, Module 3 Exercise – Using Avaya Terminal Emulator to Access CMS

1. Create a new Terminal Emulator profile to access the remote CMS. Call your profile “remoteCMS.” The CMS is on IP < ?? >. Log in as “cms” with the password sl33py.

2. Once logged in, verify that you can see the tape drive. What is the result you get? What type tape drive does it say is connected?

3. Access the T5*20 document on the Avaya Support Web site. Find the following instructions in the document:

a. Modem connectivity and configuration

b. Network connectivity

c. Switch connectivity

** Access Toolwire again (https://dcm.toolwire.com/pro).**


Q&A


Module Summary

Successfully connect to a CMS.

Verify that you can access the tape drive. Identify CMS connectivity to peripherals.



Chapter 2, Module 4: Prepare the CMS for Production

Duration: 3 hours


Module Objectives

Given a CMS system from the factory, use the job aid to prepare the system for production.

Verify that the system is ready to hand off to a customer before the cutover.



CMS from the Factory Recall from Chapter 1 that systems are shipped from the factory with all the required

software installed. For R15, standard CMS is installed. For R16, expanded AUX is installed and there is no other option. With R15 CMS, there are separate CDs for CMS, VVS, CSS, and Informix. With R16 CMS, all this software is on one DVD.


CMS Software Compatibility

CMS SUN Informix Informix Informix Informix Supp. Visual

Rls Solaris IDS SQL ILS ESQL/SDK Services Vectors

R15 10(10/08) 9.40-UC4 7.32-UC4 3.30-MC2 9.51UC3/2.31UC3 cssr15aa.b vvsr14aa.c

R16 10(10/08) 11.50-FC4 7.50-UC1 NA NA cssr16aa.c vvsr16aa.c

R16 CMS uses RAID 10; RAID is not used for R15 CMS.


Install Expanded AUX on R15 CMS Step 1: For R15, if the customer purchased expanded AUX, you must first remove

the standard CMS and install the expanded AUX CMS software.– To find out if this is an R15 or R16 CMS and to get the load name, type pkginfo –x

cms.– The instructions are in the R15 Platform Upgrade document are NOT accurate; use our

job aid.


Install Expanded AUX on R15 CMS (Continued) The key thing to remember is that you DO NOT preserve data in this process. Not preserving data reinitializes the database and breaks the disk mirroring.

– Note that the document doesn’t include re-establishing disk mirroring.


Set up the CMS System Step 2: Set up default logins and passwords:

– The systems are shipped with root, cms, cmssvc, nuucp logins. From the factory, root has no password.

– Add root2 and nuucp2 logins:• vi /etc/passwd• Copy the line that includes the root login.• Change root to root2; do the same for nuucpp2.• Write and quit the file.


Set up the CMS System (Continued) Step 2: Set up default logins and passwords (continued):

– vi references: • http://www.lagmonster.org/docs/vi.html • http://www.atmos.albany.edu/deas/atmclasses/atm350/vi_cheat_sheet.pdf • http://www.eec.com/business/vi.html

– vi on-line tutorial:• http://www.viemu.com/a_vi_vim_graphical_cheat_sheet_tutorial.html


Set up the CMS System (Continued) Step 2: Set up default logins and passwords (continued):

– Syntax to add a password: passwd <login>– Change passwords to these defaults:

• cms sl33py (give this to customer)• root cms500 (give this to customer)


Set up the CMS System (Continued) Step 3: Change the system uname:

– The default system uname is the serial number of the system.– The following files need to be edited with vi editor:

• /opt/informix/etc/onconfig.cms• /etc/hosts• /etc/nodename• /etc/hostname.* (two files for both interfaces)• /usr/openwin/lib/xdm/Xservers• /cms/install/cms_install/cms.install• /var/sadm/pkg/cms/pkginfo• /opt/informix/etc/sqlhosts/opt/cc/aas/admin.dat


Set up the CMS System (Continued) Step 4: Administer Ethernet IP addresses:

– The following files need to be changed:• /etc/hosts – add/change the IP address info for each NIC the CMS will use, default

gateway for each NIC (use router, router_1 for the node name), and the clan/ACD the CMS will connect to.

• /etc/netmasks – includes the netmask address• /etc/defaultrouter – includes either the router address or the router name if it’s identified

in /etc/hosts (primary NIC only)


Set up the CMS System (Continued) Step 5: Change the system time zone:

– ls /usr/share/lib/zoneinfo (lists time zone possibilities)– vi /etc/default/init

• Set the time zone environmental variable in this file, for example, TZ=US/Central• /etc/TIMEZONE is linked to /etc/default/init

– # ls -l /etc/T*

lrwxrwxrwx 1 root root 14 Dec 16 13:58 /etc/TIMEZONE -> ./default/init


Chapter 2, Module 4 Exercise


Chapter 2 Module 4 – vi Practice

1. Change the /etc/passwd<student#> file by following Step 2a of the process.

2. Follow Step 5 to edit the time zone file, for example, /etc/default/init<student#>. Change the time zone for a system in New York City.

** Access CMS on Toolwire again (https://dcm.toolwire.com/pro). Access Terminal Emulator and log in to CMS as cms. **Remember that typically you’d be doing these steps as root. In this training, you’re given only a student login. Be sure to use online vi references is necessary.

In this exercise, you will only be doing Steps 2a and 5 of your job aid.


Q&A


Set up the CMS System (Continued) Step 6: Reboot the system:

– shutdown –y –g0 –i6 takes CMS down and brings it back up to a login prompt (reboot) – aka init 6

– Note: shutdown –y –g0 –i0 takes system down to OK prompt – aka init 0


Set up the CMS System (Continued) Step 7: Authorize licenses:

– cmssvc: auth_display– cmssvc: auth_set (requires password)– Business Partners don’t have the authorization password and so are unable authorize the

ACD, Supervisor, and Agent (Split/Skill Members) licenses.


Set up the CMS System (Continued) Step 7: Authorize licenses (continued):

– Initial authorization licenses:• The default is one ACD, two Supervisors, and one Agent.• You will need to schedule Avaya to add the licenses on this system, and then come back

and update the system based on the licenses.• Based on the licenses, you will need to modify the following:

– Add additional ACDs if necessary– Modify the Data Storage Allocation (DSA) based on agent licenses

> Split/skill members> Total agents logged in


Set up the CMS System (Continued) Step 8: Run CMS setup:

– You should have either received a DSA form from the customer/project manager, or you will use default values for the DSA.

– Select the setup option from the cmssvc menu.


Set up the CMS System (Continued) Step 9: Install the Forecasting feature:

– Avaya installs this feature by default even if customers don’t plan to use it.– Type cmsadm: pkg_install to install the Forecasting feature.


Set up the CMS System (Continued) Step 10: Turn on CMS and perform miscellaneous administration:

– Select the run_cms option from the cmssvc menu and then turn on cms.– Miscellaneous administration a customer could request:

• 15-minute storage intervals: System Setup: Storage Intervals• Master ACD: System Setup: CMS State• Non-default storage intervals: System Setup: Data Storage Allocation


Set up the CMS System (Continued) Step 11: Verify the system while logged in as cms login:

– Once the system comes back up, verify the following things:• Log in as cms (to verify the password).• For R15 CMS, access the CMS menu and verify that the Free Space Allocation does not

show negative values. If it does, modify the ACD. Exit back to Solaris. (See the screen shot on the next slide.)

• For R16 CMS, verify that you can access the CMS menu, and then exit back to Solaris.


Set up the CMS System (Continued) Step 11: Verify the system with cms login (continued):

– R15 Free Space Allocation


Set up the CMS System (Continued) Step 11: Verify the system logged in as root (continued):

• su root and verify root password.• Type “date” and verify that the system date, time, and time zone are accurate.• If the customer’s network is available, you should be able to ping the router and switch.

– ifconfig –a– ping router; ping switch– netstat –nr


Set up the CMS System (Continued) Step 11: Verify the system logged in as root (continued):

• Verify that ODBC is running:– . /opt/informix/bin/setenv (note dot space)– onstat –g glo | grep tli (always running if IDS is on)

• If the customer is a new CMS user, it’s possible you can verify the link to the CM. Some places to check the status include:

– cd /cms/pbx/acd<#>; tail spi.err; you should be receiving data (DATAX).– If the CMS is not receiving data from the CM, verify the CMS ACD administration

(cmssvc: swinfo) and the CM link administration.


Set up the CMS System (Continued) Step 11: Verify the system as root login (continued):

• If the system is R15 CMS, verify mirroring and disk drive:– format (see screen shot)– . /opt/informix/bin/setenv (note dot space)– onstat –d | egrep “X|PD|MD|R” | pg (Informix command)– metastat | grep State: | grep –v Okay | pg (Solaris command)

• If the system is R16 CMS, verify the status of the disk drive and RAID:– format– /opt/StorMan/arcconf getconfig 1 | egrep “logical device"



– R15 CMS T5220 format command



– R15 CMS T5220 onstat command


Set up the CMS System (Continued) Step 12: Turn on Alarm Origination Manager and Visual Vectors Server:

– “aom start” to turn on AOM– AOM sends alarms to Avaya over the modem if any of these things is a problem:

• Switch link is down• Disk problems• Archiver problems

– “setupaas” to turn on VVS• Even if a customer doesn’t use Visual Vectors Server, Avaya turns it on.


Set up the CMS System (Continued) Optional step: Migrate system admin data (optional):

– If this is a platform upgrade, and the cutover is within a week of this set up, customers typically want to have their admin data (users, dictionary, and so on) migrated.

– If tape drives are compatible, run a maintenance backup on the old system and move the tape to the new system.

– Tape drive compatibility: • DDS4 cannot read or write to Dat72 tape.• Dat72 tape can read and write to a DDS4 tape.• LT0-4 is not compatible with either tape.


Set up the CMS System (Continued) Optional step: Migrate system admin data (continued):

– Maintenance backup:• From the CMS menu, select Maintenance: Back Up Data• Backup log: /cms/maint/backup/back.log

– Migrate data:• From the CMS menu, select System Setup: R3 Migrate Data• System admin and Agent/Call Center admin migrations require the system to be in

single-user mode.– System admin can only be run ONCE!

• Historical migration is not service affecting.


Set up the CMS System (Continued) Step 13: Make a system backup of the new CMS:

– Since this is all that can be done until cutover, it’s a good idea to have a system backup of what the system looks like now.

– As root, type “cmsadm” to display the menu.– Select the item associated with system backup.– Backup log: /cms/install/logdir/backup.log


Quiz


Chapter 2, Module 4 Quiz1. What is the command to display CMS licenses?

2. What is the command to install CMS feature packages?

3. What is the command to run CMS setup?

4. True or False: CMS can be turned on from either the cmssvc or cmsadm menu.

5. Which CMS menu item allows you to change storage intervals, change the master ACD, and change DSA?

6. What is the reboot command to display a message to logged-in users, take the system down, and bring it back to a login prompt?

7. What is the command to run a system backup?

8. Which CMS screen do you use to migrate data?


Chapter 2, Module 4 – Hands-On Simulation** Access Toolwire again (https://dcm.toolwire.com/pro). You will be executing a simulation program. On the desktop is a “cms” folder. In that folder is another folder, “CMS Simulation Training”. Execute the .html file in that folder. **

This exercise provides an opportunity to practice the installation procedure using a simulation program. Use your job aid to complete the procedure.


Q&A


Module Summary

Use the job aid to prepare a CMS system for production.

Perform basic troubleshooting tasks.



Chapter 2, Module 5: Schedule Avaya Professional Services

Duration: 1 hour


Module Objectives

Determine when to schedule the following with Avaya:– License additions – Data migration – Third-party interfaces

Modify the CMS based on these changes.



Schedule Professional Services with Avaya ACD, Supervisor, and Agent RTU licenses need to be authorized by Avaya

Professional Services (APS).– After the Agent RTU (and split/skill members) is authorized, DSA will need to be modified to

support the agent/skill pairs and agent login (See the screen shot on the next slide.).– CM6 supports 120 skills per agents.– CM3-CM5.2 supports 60 skills per agents.

Business Partners need to schedule APS at [email protected] .


DSA with 1 agent RTU


Default Authorizations


Schedule Professional Services with Avaya Third-party interfaces must be installed by Avaya. These can include:

– Work Force Management (WFM)– Geotel– Network printers– Admin Sync (auto sync) for HA CMS

Note

These third-party applications are not covered in this class. The interfaces are supported by Avaya, but the applications are not.


Schedule Professional Services with Avaya A data migration will need to be scheduled with Avaya if the tape drives are not

compatible. Avaya will perform a “remote tape copy” migration. Tape drive compatibility review:

– A Dat72 tape drive can read a DDS4 tape.– A Dat72 tape drive can write to a DDS4 tape.– A DDS4 tape drive cannot write to a Dat72 tape.– A DDS4 tape drive can read a DAT72 tape. – A LT0-4 tape drive cannot read from other tapes or write to other tapes.


Quiz


Chapter 2, Module 5 Quiz1. What are the default licenses that a system is shipped with?

2. If a customer purchases 200 agent RTUs and has a Communication Manger 6, what can the split/skill member value be in DSA?

3. If a customer purchases 200 agent RTUs and has a Communication Manger 5.2, what can the split/skill member value be in DSA?

4. Which values in the DSA screen must be modified after the agent authorization is made?


Q&A


Chapter Summary

Describe the different types of CMS configurations that can be installed.

Set up a new CMS system. Work with Avaya Professional Services to complete the

implementation.



Chapter 3

CMS Cutover

Duration: 2 hours


Chapter Objectives

Prepare for the cutover with the customer and other resources.

Prepare for future changes a customer might request. Use CMS Supervisor and the CMS ascii interface to perform

CMS administration tasks.



Chapter 3, Module 1: Prepare for the Cutover

Duration: 30 min


Module Objectives After you complete this module, you will be able to: Schedule and perform the cutover tasks.

Register the CMS with Sun and Avaya.


The CMS Cutover Schedule the cutover date with the customer. Verify that the customer has installed CMS Supervisor on the client desktops. Get the system racked and connected at the customer site.

– Establish network and CM connectivity.

If this is a platform upgrade, prepare to swap the temporary and permanent modem and IP addresses.


The CMS Cutover (Continued) If this is a platform upgrade, prepare to migrate data.

– If tape drives are not compatible, a remote tape copy will be required by Avaya.– Beginning with R16.1, T5220 will be shipped with the LT0-4 tape drive; T5120 can have Dat-

72 or LT0-4.– Determine if the tape drives are compatible:

• Dat-72 can read and write a DDS4 tape.• DDS4 can only read a Dat-72 tape.• The new LT0-4 tape drive is not compatible with either Dat-72 or DDS4.


Register the CMS with Sun and Avaya Sun maintenance begins only when Sun receives notification of this CMS at a particular

customer address.– APAC send the attached form to [email protected]; all others send it to

[email protected].

Maintenance with Avaya begins only when the CMS is registered with the Avaya registration group.

– 1800-422-6560 x15265– Systems are registered in a Maestro database where the Avaya passwords are located and

changed regularly.– This group also ensures that alarming is set up properly and creates a test alarm.


Other CMS Change Requests Baseload upgrade ACD changes, removals, additions, or consolidations

– Avaya authorization required for new ACDs

Data Storage Allocation (DSA) changes IP changes Uname changes License additions

– Avaya authorization password required


Quiz


Chapter 3, Module 1 Quiz1. True or False: A backup on a DDS4 tape can be used to migrate data using a Dat-72

tape drive. 2. True or False: A backup on a Dat-72 tape can be used to migrate data using an LT0-4

tape drive. 3. True or False: Sun maintenance begins when customers pay their bill to Avaya. 4. True or False: Avaya maintenance on the CMS begins when customers pay their bill to

Avaya.


Q&A


Module Summary

Cut the CMS system into service.

Register the CMS with Avaya and Sun. Prepare for other changes a customer might request.



Chapter 3, Module 2: Administer CMS

Duration: 1.5 hours


Module Objectives

Administer CMS using the CMS Supervisor client application.

Administer CMS using the CMS ascii interface. Use the Timetable feature to schedule a Maintenance

backup.



CMS Supervisor Create a CMS server. Log in to CMS Supervisor with the cms login.

– Manual login– cvsup terminal type

Installation and Getting Started and Reports documents: http://support.avaya.com/css/Products/P1052/All_Documents


CMS Supervisor (Continued) Add a user; assign User Permissions.

– User Data– Feature Access– VDN, Split/Skill Access, and so on

Administration document: http://support.avaya.com/css/Products/P0030/Administration%20&%20System%20Programming


CMS Supervisor (Continued) Set up the Dictionary:

– Login identifications– Split/skills– VDNs, and so on

Other administration: – Agent administration– Call center administration– System setup


Exercise (Part 1)


Chapter 3, Module 2 Exercise (Part 1) – Using CMS Supervisor for CMS Administration

1. Create an R16 CMS server with IP address <??>. (Get the IP address from the instructor.)

2. Log in to Supervisor as cms.

3. Add a user (username whatever you’d like).

4. Give the user permission to the System Setup feature.

5. Give the user permission to VDNs 40010-40015 and 40045.

6. List all the users on the system.

7. List the VDNs the new user has permissions to.

** In Toolwire (https://dcm.toolwire.com/pro), launch CMS Supervisor. **


CMS ascii Interface Most administration that you can do from Supervisor can be done using the CMS ascii

interface.– Scripts are unique to Supervisor.– Timetable and Shortcut are unique to CMS ascii.

Timetable – schedule tasks to run at a particular time.– Timetable is how you’ll schedule nightly maintenance backups.– The Timetable procedure is documented in the CMS Administration document.


Exercise (Part 2)


Chapter 3, Module 2 Exercise (Part 2) – Create a Timetable to Schedule a Nightly Backup

1. Create a Timetable entry to schedule a maintenance backup to run every morning at 5 a.m. starting tomorrow. Call the timetable “DailyMaint.”

2. Display the contents of your Timetable.

3. List all the Timetables on the system.

4. Delete the DailyMaint Timetable you just created.

** In Toolwire (https://dcm.toolwire.com/pro), launch the Terminal Emulator and open the remoteCMS profile. Log in as cms. **


Q&A


Module Summary

Administer CMS using the CMS Supervisor client application.

Administer CMS using the CMS ascii interface. Schedule a maintenance backup.



Chapter 4

Maintaining CMS

Duration: 1 hour


Chapter Objectives

Use references to perform CMS maintenance routines.

Use references to perform basic troubleshooting on the CMS system.



Maintenance and Troubleshooting We’ve already used these Solaris commands in this training session:

– mt –f /dev/rmt/0c status– pkginfo –x cms– su root and su cms cms– date– netstat –nr– ping <hostname> – ifconfig -a


Maintenance and Troubleshooting (Continued) Solaris commands used in this training session (continued):

– cd /cms/pbx/acd<#>– tail spi.err; tail –f spi.err– format (R15 vs. R16)– /opt/StorMan/arcconf getconfig 1 | egrep “logical”– tail /cms/install/logdir/backup.log– uname –a– vi <file>– passwd <username>


Maintenance and Troubleshooting (Continued) We’ve already used these Informix commands in this training session:

– . /opt/informix/bin/setenv– onstat –g glo | grep tli (to verify ODBC is running)– onstat –d | grep “On-Line” (to verify IDS is running)– R15 CMS only – check status of disk mirroring:

• onstat –d | pg • onstat –d | egrep “PD|MD|R” | pg


Maintenance and Troubleshooting (Continued) Some useful logs:

– /var/adm/messages– /usr/elog/elog– /cms/install/logdir/admin.log– /cms/install/logdir/backup.log– /cms/maint/backup/back.log– /cms/maint/r3mig/<acd#>/mig.log– /var/dt/Xerrors– /opt/informix/cmsids.log – /cms/pbx/<acd#>/spi.err


Maintenance and Troubleshooting (Continued) Enable Solaris services:

– svcs –a– svcs –a | grep <service>– svcadm enable <service>– svcadm disable <service>


CMS Backups Review Cmsadm: Filesystem backup

– System backup.– Log - /cms/install/logdir/backup.log.– Avaya recommends this be run monthly.

Maintenance: Back Up Data– Data backup.– Includes system administration data, ACD administration, and historical data.– Log - /cms/maint/backup/back.log.– Avaya recommends a full backup be run daily.

.


Link Troubleshooting Demo1. Change the CMS system date.

a. tail –f spi.err.

b. Fix date.

2. Busy MIS.a. tail spi.err.

b. Release MIS.

3. Change Reporting Adjunct in CM. a. tail spi.err.

b. Fix it.


Tape Drive Troubleshooting Demo1. mt –f /dev/rmt/0c status

2. cd /dev/rmt; pwd; ls; rm *

3. mt –f /dev/rmt/0c status

4. devfsadm –C

5. mt –f /dev/rmt/0c status

6. cd /dev/rmt; pwd; ls


Network Troubleshooting Demo1. cat /etc/hosts

2. cat /etc/defaultrouter

3. cat /etc/netmasks

4. cat /etc/hostname.e1000g0 and e1000g1

5. ping <hostname>

6. netstat –nr

7. ifconfig -a


Running CMS Setup from a Flat File Make sure you’ve done a Maintenance: Back up if you want to re-migrate data. cd /cms/install/cms_install /cms/install/bin/converter (Run the converter) Converter creates a setup.out file cp setup.out cms.install


Running CMS Setup from a Flat File (Continued) When setup is run, if the cms.install file exists in /cms/install/cms_install, you’ll be

asked if you want to run setup from the terminal (interactive mode) or a flat file (this file). If you select flat file, the setup uses the entries in the cms.install file to run in the

background. View the status of the setup in: /cms/install/logdir/admin.log.


Exercise


Chapter 4 – CMS Maintenance

1. Review the “man page” for these Solaris commands:a. devfsadm

b. ifconfig

c. netstat

d. uname

2. Look at these logs:a. /var/adm/messages

b. /usr/elog/elog

**Access Toolwire (https://dcm.toolwire.com/pro). From Terminal Emulator, select the remoteCMS profile and log in as cms.**


Quiz


Chapter 4 Quiz1. What is the Solaris command to rebuild devices? a) devices, b) devfsadm –C,

c) mount

2. Which of these network commands allows you to display or configure the network interfaces? a) ifconfig, b) /etc/hosts, c) prtdiag

3. Which error logs display link problem messages: a) /var/adm/messages and /usr/elog/elog, b) spi.err and /usr/elog/elog, c) backup.log and admin.log

4. Which command shows the status of the cdrom drive? a) eject, b) devfsadm, c) svcs

5. Which of these sets the Informix environment to enable you to run the onstat command? a) . /opt/informix/bin/setenv, b) . /opt/informix/setenv, c) . /opt/informix/etc/setenv

6. Which backup does Avaya recommend that you run each month? a) data maintenance backup, b) cmsadm filesystem backup

7. Which backup does Avaya recommend that you run daily? a) data maintenance backup, b) cmsadm filesystem backup


Q&A


Course SummaryCongratulations! You have completed the CMS Installation and Maintenance course.


name – Nick Pearcey

email – [email protected]

Thank you