Lucent Technologies Release 3 Version 8 manual Introduction, Overview

Page 7

Introduction		CentreVu CMS R3V8 High Availability
		Connectivity, Upgrade and Administration
Overview		1-1

Introduction

1

Overview

The CentreVu®Call Management System (CMS) High Availability (HA) option is a system of hardware and software features designed to reduce potential loss of call center data.

The CMS HA system includes features associated with the Automatic Call Distribution (ACD) feature of Lucent Technologies DEFINITY®switches, operating in conjunction with the CMS software application. The CMS HA system consists of the following major features:

• dual Automatic Call Distribution (ACD) links on the Definity switch

• a paired set of CMS servers, each separately connected to one of the dual ACD links, and through which simultaneous and identical sets of call data are recieved

• separate network subnet connections for paired ACD-CMS combinations

HA system redundancy of critical hardware components greatly reduces the possibility of data loss due to single-point-of-failure sources. HA also minimizes data loss which might otherwise occur during CMS software upgrades or as a result of software/database corruption problems.

ACD and system administration software on dual-CLAN enabled Definity switches is configured to allow simultaneous communication via dual ACD links. Each link connects to a separate CMS server. ACD data transmission is routed through paired C-LAN circuit cards on the switch and traverses separate TCP/IP over Ethernet subnets to a CMS server (X.25 protocol is not supported on HA systems).

The CMS servers installed in HA systems are designated as the “primary” and “secondary” servers. The primary server is distinguished from the secondary server by the following differences:

• if the customer has a license for CentreVu Internet Call Center, it should be installed only on the primary server

• most (but not all) CMS administration changes should be entered only on the primary server. Any changes made on the primary server are subsequently transferred to the secondary server by means of copying a full maintenance backup or, for some administrative tasks, manually making the changes on the secondary server.

Image 7

Contents CentreVu Call Management System Comments Table of Contents Page Page Page Overview IntroductionSupported CMS Platform Combinations Supported Definity SwitchesRequired and Optional Software Software Customer Special Upgrade ConsiderationsGeneral Roles and Responsibilities Chapter Task TechnicianCustomer-Specific Roles and Responsibilities Technician Support for U.S. and Canada CentreVu CMS HelplinesNo switch-over Server Switch-Over OptionsCustomized software switch-over Basic Configuration RulesManual server switch-overs Connecting Blocks Planning for LAN Switch Links Overview Ethernet Ports on a CMS Computer Connecting to the Definity SwitchOverview Connectivity OptionsConnecting with a 10Base-T Hub RJ45 UTP Category 5 modular cord Quantity Description ComcodeCabling Diagram LAN via 10Base-T Hub Upgrading CMS to the High Availability Option HA Upgrade ScenariosHA Upgrade Scenarios Overview HA Upgrade Procedure HA Upgrade Scenarios HA Upgrade Scenarios Verifying the Tape Drive on an Enterprise 3000 Server Tape Verification ProcedurePrerequisites Performing a Cmsadm BackupBackup Filesystem Pkginstall Xxxxxxx blocks Performing a Cmsadm Backup Performing a Full Maintenance Backup Performing a Maintenance Backup Administration Data Only System responds Overview Prerequisites Setting Up CMS on an HA ServerOverview Setting AuthorizationsProgram responds ProcedurePurchased version is R3V8. Is this correct? y/n Authorize use of external application feature? y/n Default n Purchased Non-EAS Switch Agent Number of Split or Skill MembersCapabilities/capacities authorized date/time Overview Procedure Setting Up Data Storage ParametersSetting Up CMS on an HA Server Setting Up CMS on an HA Server Prerequisites Setting Up a LAN for Switch ConnectionsEditing ProceduresFile Setup Methods Setting Up the CMS ApplicationOverview Prerequisites Overview ProcedureIf system setup has already been done, the program responds Enter 4 to select Setup optionPress enter to accept the default. The program responds Is Vectoring enabled on the switch? y/n Enter the local port assigned to switch Enter 2 to select TCP/IP Program responds Enter the number of shifts. The program responds Number of trunk groups Enter the number of vectors. The program responds Tail /cms/install/logdir/admin.log Editing the File Setting Up CMS Using a Unix Flat FileCms3 192.168.2.2 0800AM # Definity-G3V5/Definity-R6/R7/Definity-R8 Flat File Enter 2 to select the flat file option. The program responds Tail -f /cms/install/logdir/admin.log Installing Forecasting Package Installing Feature PackagesOverview Prerequisites Procedure Authorizations on Select the pkginstall option. The program responds Forecasting package installed date/time Installing External Call History Package R3V Backup Filesystem backup Pkginstall Printers, and Modems 585-215-874. The program responds Number of call segments to buffer for ACD xxxxx Package on Hardware Platform Port a Port B Setting Up the Remote ConsoleRedirecting the Remote Console Port to the Modem Redirect the console back to the local console by entering Setting Up the NTS Setting Up the Alarm OriginatorConfiguring Eeprom configuration information Flash self-boot image Enter 1 to erase EEPROM. The program responds Enter N. The program returns to the monitor prompt For the 64- port NTS, the boot file name is Migrating CMS System Administration Data to the New Server Creating an Alternate Boot Device for Mirrored SystemsMigrating CMS System Administration Data to the New Server Checking the Archive Interval Performing an Incremental Maintenance Backup Administering the SwitchUpgrade the Original CMS Server Migrating CMS Historical Data to the New HA Server Migrate Administration Data Migrating Administration Data Back Onto the Original ServerMigrating Administration Data Back Onto the Original Server Performing a New Full Maintenance Backup and Restore These error messages can be ignored Performing Cmsadm Backups on the HA Servers Multiple ACDs Switches on HA Systems Setting Up Version and Release ValuesAdjunct CMS Overview Determining Switch/CMS CompatibilityDefinity Switch Administration AdministrationField Definition Setting the Switch VersionCall Center Optional Features Setting the Call Center ReleaseCall Center System Parameters Agent and Call Selection Setting Adjunct CMS ReleaseSetting Up the Link on the CMS Computer Administering the Definity SwitchOverview Administering LAN Connection Form Purpose Adding a Second Packet Interface Administering the Definity Switch Node Names Adding Node Names and IP AddressesProcedure. See CentreVu CMS Software Adding a C-LAN IP Interface LAN Adding an Ethernet Data Module Processor Channel Assignment Adding Processor Interface ChannelsFrom a gateway for example, a router to a network Adding IP RoutingAdministering the Switch for CMS High Availability Systems Administering the Switch for CMS High Availability Systems Index IndexIN-2