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Call Management System Installation and Maintenance

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Presentation on theme: "Call Management System Installation and Maintenance"— Presentation transcript:

1 Call Management System Installation and Maintenance
ATI00685IEN Instructor Name – Javier Basualdo Instructor –

2 Instructor Introduction
Name and time with Avaya Experience with CMS What the participants can expect to get out of this class 2

3 Introductory Agenda uConnect logistics Housekeeping and class rules
Participant introductions Getting started with Toolwire Course overview, course outline, schedule For this section will be covering: Logistics Basic uConnect features and use Audio test Housekeeping and class rules Schedule uConnect terminology Participant introductions 3

4 Logistics – Full Screen View
To change to full screen view, once you have entered the course/meeting, press Full Screen. Participant View Promote all participants to Presenters to allow for audio/video participation. We will cover roles in depth later on, but for now I will promote everyone to Presenter. Please only use this button to make the shared window full screen; otherwise maximizing and minimizing the pods will change the pod for everyone. 4

5 Logistics – Asking a Question
When you want to ask a question: Select Full Screen at the bottom of the Share Pod to restore the normal view (if necessary). 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. Promote all participants to Presenters to allow for audio/video participation. We will cover roles in depth later on, but for now I will promote everyone to Presenter. Please only use this button to make the shared window full screen; otherwise maximizing and minimizing the pods will change the pod for everyone. 5

6 Logistics – Asking a Question: Raise Hand
The Menu Bar options, located at the bottom of the Virtual Classroom Window (pause), are also role based. Participants have access to the Raise Hand and Status Options buttons. In addition to the participant options, Presenters have access to the Hold to Talk, Hands-Free, and Voice options. The dashes that appear below the Hold to Talk button indicate volume, but become active only when an attendee is speaking using his or her computer microphone. Hosts have access to all Menu Bar options, which include the Resize, Preparation Mode, and Layout option icons. Participant View Raise Hand Status Options 6

7 Logistics – Asking a Question: Chat Pod
7

8 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. Make sure that all students’ microphones are working now. Note Advise the participant to consider using a telephone headset to prevent any distractions while in the virtual meeting. 8

9 Housekeeping/Class Rules
Be courteous to your classmates and the instructor: Limit extracurricular conversations on cell phones or otherwise. Check your , 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 at the end of the session. Let’s discuss classroom rules. (Read bullets.) We will try to have a morning break around [time] a.m. and an afternoon break around [time]. Lunch will be ... (Discuss whether it should be 1 hour or 30 minutes and an approximate time for lunch and end time of [time to time -30 minute leeway]. 9

10 Schedule Day 1 – Session 1 (6 hours) Day 2 – Session 2 (6 hours)
This vILT course will take approximately 12 hours to complete. These times do not include lunch time. 10

11 Q&A Q&A for each module 11

12 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 to access Toolwire. 12

13 Getting Started with Toolwire (Continued)
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. 13

14 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. 14

15 Getting Started with Toolwire (Continued)
The administrator password is “admin.” 15

16 Getting Started with Toolwire (Continued)
Your Toolwire desktop will look similar to this. Let the students log in to Toolwire now. 16

17 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? You could also put the World Map on a white board and let students put an X near where they’re located. 17

18 Course Overview This 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. 18

19 Course Outline Chapter 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 The Cutover (Day 2) …Final steps at customer site… 1) The cutover and registration with Sun and Avaya 2) CMS administration Chapter CMS Maintenance and Troubleshooting Overview (Day 2) …Some common maintenance and troubleshooting procedures… Generally, Chapter 1 and most of Chapter 2 can be covered in Day 1. Day 2 can begin with Chapter 2, Module 4. 19

20 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. 20

21 Chapter 1 CMS Configurations, Installations, and Upgrades
Add as many chapters/chapter slides as neecessary. CMS Configurations, Installations, and Upgrades Duration: 1.5 hours

22 Chapter 1, Module 1 Duration: 1.5 hours

23 Chapter Objectives After you complete this chapter, you will be able to: Identify the different CMS configurations a Business Partner might be required to administer for a customer. 23

24 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. The T5120 is for smaller customers ( less than 100 agents, for example), and the T5220 is for larger customers. As part of the sales process, the Design Center makes this system determination. 24

25 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. Instructor can ask: If an R15 customer is on a Netra210, what is required for that customer to upgrade to R16 CMS? Answer: It will require a platform upgrade to T5120/T5220 since R16 isn’t supported on a Netra. 25

26 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. When CMS systems are shipped from the factory, all CMS, Solaris, and Informix software is already installed on the systems. All the legal copies of software are shipped with the systems. All systems that are shipped from the factory (shipped from Sun for Avaya) are identical in their configurations. The systems that are shipped tare he same for a new customer or an existing customer who needs a platform upgrade. The T5120 and T5220 systems are always mirrored on R15 CMS, and always use RAID on R16 CMS (more on this later). 26

27 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. Service affecting = link must go down. The Baseload Upgrade document on the Avaya Support Web site can be used to perform this procedure. It is an excellent document that should be followed step-by-step to complete the procedure. It is a fail-proof document if followed accurately. Example of a baseload upgrade: upgrade from r15aa.m to r15ab.d. There’s a separate document for each release on Avaya Support that they should use. The link to R16 is on the slide. We could take the time now to let them find that site. Link to R15 document: 27

28 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: onfigurations 28

29 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: onfigurations Note that the process to replace a hard drive on a RAID system is very simple. 29

30 Quiz A short quiz should end each module (1 to 5 questions). 30

31 Chapter 1, Quiz 1 Which platforms are supported in R16 CMS?
True or False: Both R15 and R16 CMS releases are shipped with RAID hardware on the T5120 platforms. True or False: CMS R15 is shipped with expanded AUX CMS as the default. 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. True or False: An example of a baseload upgrade is an upgrade from R15 to R16 CMS. True or False: Both baseload upgrades and system restores can be performed by a customer. Make this a POLL – C1Q1 1-6 Which platforms are supported in R16 CMS? A) Only T5120 and T B) Only Netra 210 and V890. C) T5120, T5220, Netra 210, and V890. (Answer=A) Which platforms are supported in R15 CMS? A) Only T5120 and T B) Only Netra 210 and V890. C) T5120, T5220, Netra 210, and V890. (Answer=C) Both R15 and R16 CMS releases are shipped with RAID hardware on the T5120 platforms. False. CMS R15 is shipped with expanded AUX CMS as the default. 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. True. An example of a baseload upgrade is an upgrade from R15 to R16 CMS. False. Both baseload upgrades and system restores can be performed by a customer. True – But typically they are not. 31

32 Q&A Q&A for each module 32

33 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. Have the students download the R15 and R16 CUE documents. These are not available on the Avaya Support Web site. Customers on earlier releases can upgrade to R15 CMS and remain on the same platform if they’re on one of the supported platforms (Netra or V890). T5*20 hardware was not available prior to R15. An R15 customer who is on a T5*20 platform can upgrade using CUE. The CUE kit includes a RAID hardware controller. The instructor can ask: If an R15 customer is on a Netra 210, what will be required for them to upgrade to R16 CMS? Answer: This requires a platform upgrade since R16 CMS is not supported on a Netra. 33

34 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. 34

35 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. Only R15 customers can use the CUE process to get to R16 CMS since releases prior to that were not on these platforms. 35

36 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. 36

37 Quiz A short quiz should end each module (1 to 5 questions). 37

38 Chapter 1, Quiz 2 True or False: If an R14 customer wants to upgrade to R16 CMS, the CUE process can be used. True or False: An R15 CUE kit is always shipped with RAID hardware that must be installed prior to the CUE upgrade. True or False: The CUE process documentation is available on the Avaya Support Web site. True or False: An R15 customer who is on a Netra 210 can use the CUE process to upgrade to R16 CMS. Make this a POLL – C1Q2 1-4. If an R14 customer wants to upgrade to R16 CMS, the CUE process can be used. False – No R14 platform is supported with R16 CMS. An R15 CUE kit is always shipped with RAID hardware that must be installed prior to the CUE upgrade. False – R16 CUE kits are. The CUE process documentation is available on the Avaya Support Web site. False. An R15 customer who is on a Netra 210 can use the CUE process to upgrade to R16 CMS. False – R16 doesn’t support the Netra. 38

39 Q&A Q&A for each module 39

40 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. HA configuration redundancy of critical hardware components greatly reduces possible data loss due to single-point-of-failure sources. HA also minimizes data loss that might otherwise occur during CMS software upgrades or as a result of software/database corruption problems. ACD data is simultaneously routed to two CMS servers through paired C-LAN circuit packs or Ethernet ports on the communication server over separate TCP/IP over Ethernet subnetworks. The CMS servers installed in HA configurations are designated as the “primary” and “secondary” servers. 40

41 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: %20&%20Configurations Admin sync is sometimes called auto sync. 41

42 HA CMS Customer network Communication server CMS HA server Hub
Ethernet port Hub C-LAN/Ethernet port (port device hme0) (port device eri0) C-LAN/Ethernet port Ethernet port Customer network CMS HA server Ethernet port (port device eri0) (port device hme0) Ethernet port Hub 42

43 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. 43

44 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. 44

45 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. 45

46 Quiz A short quiz should end each module (1 to 5 questions). 46

47 Chapter 1, Quiz 3 True or False: HA and Survivable CMS both require Avaya Professional Services admin sync software. True or False: Survivable CMS simultaneously collects data as a backup to the primary CMS. True or False: 15-minute intervals are supported with expanded AUX CMS in both R15 and R16 CMS releases. Create Poll C1Q3 1-3 HA and Survivable CMS both require Avaya Professional Services admin sync software. True. Survivable CMS simultaneously collects data as a backup to the primary CMS. False – The link will only be up if the AES is in failover mode. 15-minute intervals are supported with expanded AUX CMS in both R15 and R16 CMS releases. False – R16 only. 47

48 Q&A Q&A for each module 48

49 Chapter Summary Congratulations! Now you can:
Identify the different CMS configurations that you might be required to perform on a customer’s system. 49

50 Chapter 2 CMS Installation or Platform Upgrade Duration: 6.5 hours
Add as many chapters/chapter slides as neecessary. CMS Installation or Platform Upgrade Duration: 6.5 hours 50

51 Chapter Objectives After you complete this chapter, you will be able to: 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. 51

52 Chapter 2, Module 1: Prepare for the Installation
Duration: 30 min

53 Module Objectives After you complete this module, you will be able to:
Describe the information required for perform a new installation or an upgrade. Describe the resources that must be scheduled for the installation procedure. 53

54 Required Information: New Installation vs. Upgrade
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 Discuss why these are different. Note DSA information is not required so much anymore since default values can be used and disk space is not much of an issue on the new platforms. On an upgrade, temporary IP and modem numbers are provided. But at cutover, the temporary and permanent IPs/modems are swapped. 54

55 Data Storage Allocation
Data Storage Allocation values should be collected from the customer by pre-sales associates. Describe DSA values including storage intervals, maximum agents logged in, and so on. 55

56 CMS IP Addresses and Modems
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. For a T5120/T5120, the NIC device names are e1000g0 and e1000g1. Auto detect is the expected setting by the majority of clients. Larger corporations commonly, by not always, have a policy of hard coding their Ethernet switch ports to 100 MB, full duplex. Avaya will set the CMS to an appropriate setting at the request of the customer. A CMS using two NICs assigned in a common subnetwork is subject to various problems that may occur under different circumstances. The fact that the CMS platform is assigned with two NICs in the same subnetwork implies redundancy or usage as a router. The ARP table of the CMS and the gateway/router may be confused and misroute data traffic. Common problems are a login being dropped or data in one port being delivered out a different port. The only supported procedure today to secure a separate, quiescent CMS port is to have the two CMS NICs assigned to separate subnetworks. History shows there have been hundreds of hours lost by Avaya and customer IT and telecom groups in tracking elusive problems, only to identify then as routing problems because of the assignment of IP addresses. Because of the great potential for Ethernet problems, separate LAN subnetworks are to be used. Avaya recommends that two CMS NICs be used, especially when there are to be multiple ACDs administered on the CMS and if this is a CMS High Availability (HA) arrangement. In the event there is absolutely no possibility of a separate LAN subnetwork or the creation of a VLAN, Avaya recommends the use of only one CMS NIC. In all CMS LAN administration, it is necessary to assure the CMS to Customer Ethernet Switch port interfacing resolves to a setting of 100 MB/full duplex. It doesn’t matter if the two are set to auto detect or if they are hard set to 100 full. They just have to match the other’s administration. 56

57 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. Many customers are now using SSG or AIG instead of allowing modems on their systems. Those are set up by the Avaya registration team. The instructions to administer a modem are in the SIMT document. Refer to them there. You shouldn’t have to do this since the modems are configured in the factory, but you might have to do it sometimes for some reason. Have the students open the job aid provided and review the steps. 57

58 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. A provisioning engineer is the engineer that will do the set up. Avaya calls these people “provisioners.” BusinessPartners typically prepare the system at their site (staging) and ship it to the customer prior to cutover. Resources are required at the time of provisioning and then again at cutover. These resources must scheduled in advance after coming up with a schedule with the customer. For provisioning CMS, an authorization password is required by Avaya for licensing ACDs, agents, and supervisors. 58

59 Quiz A short quiz should end each module (1 to 5 questions). 59

60 Chapter 2, Module 1 Quiz True or False: You must always receive DSA values from a customer in order to run setup. True or False: The adapters that are shipped with the modem are optional. True or False: The two IP addresses required for a CMS network must be on separate subnetworks. True or False: Either a Business Partner or Avaya can authorize agent licenses on the CMS. Create polls C2M1 1-4 You must always receive DSA values from a customer in order to run setup. False – It’s usually OK to use default values. The adapters that are shipped with the modem are optional. False. The two IP addresses required for a CMS network must be on separate subnetworks. True. Either a Business Partner or Avaya can authorize agent licenses on the CMS. (False – Since authorizations are password protected, Avaya must do this step.) 60

61 Q&A Q&A for each module 61

62 Module Summary Congratulations! Now you can:
Describe the information required for preparing a new installation versus a platform upgrade. Identify the resources that must be scheduled for the CMS installation. 62

63 Chapter 2, Module 2: Administer the CMS/PBX Link
Duration: 1.5 hours

64 Module Objectives After you complete this module, you will be able to:
Administer a CMS link using the Communication Manager administration screens. 64

65 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. Have students access the Job Aid. 65

66 Administer the CMS Link
Avaya CMS Switch Connections, Administration, and Troubleshooting document: 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. Sometimes someone else does this or sometimes the same person who does the CMS set up will do this. Discuss the least common denominator administration requirement. See the next slide. 66

67 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 This is also in their job aid. Example: If the switch is a CM5.2 and the CMS is an R14 – they have to be administered as a CM4/R14 CMS. (In other words, the protocol is a CM4 language.) Example: If the CMS is an R15 and the switch is a CM4 – they have to be administered as a CM4/R14 CMS. (CM4 protocol) Example: If the CMS is an R13.1 and the switch is a CM4 – they have to be administered as CM3.1/R13.1 CMS. (CM3.1 protocol) 67

68 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) This is in their job aid. Note that with CM6.0, CLAN is no longer required. One ACD will be set up on the CMS initially – so you can show them the correlation between the ACD set up on the CMS and the switch/link set up on the CM. On the CMS side – display the cmssvc: swinfo for ACD1. The 8500 and 8700 do not require CLAN cards beginning with release 5.2. This was previously only true for the Processor Ethernet (PE) is a better option than CLAN since it doesn’t require additional CLAN hardware – which was expensive. The instructor can display these screens as you discuss this process. Change com proc: Appl = mis for cms; ccr for IQ; Link/Chan = link# or p for processor interface; port always 0; local and remote almost always 1. Ch system features – watch out for CCR! Busy/release will take down that link. * Required for CLAN only. 68

69 Exercise 69

70 Chapter 2, Module 2 Exercise – Administer the CMS Link
Instructions to access the virtual CMs on Toolwire : In your IE browser, access: The instructor will distribute logins: Usernames    Passwords    acms0001 – acms000….          welcome      At the administration login screen, the password is admin. 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. Introduce students to the CMS Lab Guide in Toolwire which has all the exercises in it. Assign logins to students and record them here: acms0001 = ________________________ acms0002 = ________________________ acms0003 = ________________________ acms0004 = ________________________ acms0005 = ________________________ acms0006 = ________________________ acms0007 = ________________________ acms0008 = ________________________ Etc. 70

71 Chapter 2, Module 2 Exercise – Administer the CMS Link
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: CMS is an R15, switch is a CM5.0 cms node name: cms switch node name: switch-cms local and remote = 1, channel 5001 Access the Avaya documentation for link administration: gramming Give them ~15 minutes to complete this exercise. Note that everyone should stop shadowing the instructor at this point (if anyone is) so that the instructor can shadow students as needed. Describe this to students. Announce that after the exercise, you‘ll ask for volunteers to share their student desktop for all to shadow and we‘ll discuss the results. You‘ll need to explain to them how to shadow at that time. In this example, the reporting adjunct is R14.1 (on the CMS side, the switch would be administered as a CM4/5). When they‘re done, select a student to shadow and review the answers with the class. 71

72 Q&A Q&A for each module 72

73 Module Summary Congratulations! Now you can:
Administer a CMS link on the Communication Manager. 73

74 Chapter 2, Module 3: Establish CMS Connectivity
Duration: 30 min

75 Module Objectives After you complete this module, you will be able to:
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. 75

76 Connectivity Diagram Remote console System console
Modem Telephone line to remote maintenance center System console External SCSI devices and ethernet LAN connections Serial port USB port Ethernet port XVR-300 Graphics adapter Network hub Tape drive 1 Target 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 I H G A B C D E F K 1 Reference the T5*20 document on Avaya Support: Page 22 Mention again that BusinessPartners typically set the system up in staging prior to shipping to the customer. 76

77 New CMS from the Factory
Remember 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. 77

78 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. Note that many customers are now getting away from modem connections for security reasons and are using ASG and SSG instead. Do we need to get info on these and explain?? Note this procedure in the job aid. If in staging, BusinessParters will obviously have to wait to do this once the system is shipped to the customer site. These instructions are also in the T5*20 document. Refer to them there. You shouldn’t have to do this since the modems are configured in the factory, but you might have to do it sometimes for some reason. 78

79 Modem Connection (Continued)
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.) If in staging, BusinessPartners will obviously have to wait to do this once the system is shipped to the customer site. These instructions are in the T5*20 document. Refer to them there. You shouldn’t have to do this since the modems are configured in the factory, but you might have to do it sometimes for some reason. 79

80 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 These instructions are in the T5*20 document. Refer them there. Demonstrate the tape drive status command. It’s hard to see that there is an upper and lower port and that is often the problem with T5*20 tape drives not working. 80

81 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. As mentioned earlier in the course, these have to be on separate subnetworks. We won’t be able to test the network until later in the process. However, in this class, one ACD has been administered and network connectivity has been established. For detailed information about how to connect to the switch, see the Avaya Call Management System Switch Connections, Administration, and Troubleshooting document. 81

82 T5120/T5220 Documentation Avaya Call Management System Sun SPARC Enterprise T5120/T5220 Computer Hardware Installation, Maintenance, and Troubleshooting: 82

83 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. You can demo this by showing them a session you already have set up. Note that once you add a profile, it's not possible to delete it. 83

84 Exercise 84

85 Chapter 2, Module 3 Exercise – Using Avaya Terminal Emulator to Access CMS
** Access Toolwire again ( 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. 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? Access the T5*20 document on the Avaya Support Web site. Find the following instructions in the document: Modem connectivity and configuration Network connectivity Switch connectivity Terminal Emulator is already on their desktop. You need to give students the CMS IP address. This might be the end of day 1? 85

86 Q&A Q&A for each module 86

87 Module Summary Congratulations! Now you can:
Successfully connect to a CMS. Verify that you can access the tape drive. Identify CMS connectivity to peripherals. 87

88 Chapter 2, Module 4: Prepare the CMS for Production
Duration: 3 hours

89 Module Objectives After you complete this module, you will be able to:
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. NOTE: This is the “meat” of the course. The instructor will demonstrate the process while the students follow along on the job aid. The demo of the procedure has been prepared with Captivate so it won’t be a live demo. Each step of the procedure is a separate Captivate file. Either you can briefly step through the procedure using these slides and then show the demos, or you can show the demos and use these slides as discussion points as you’re going through the demo files. 89

90 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. All systems from the factory look the same. The instructor can ask: If you’re setting up an R15 CMS, which platform will it be? (T5120 or T5220 only). R16? (same) This is what is on the CMS R16 DVD: # ls /cdrom/cdrom0 AAS_README                   SUNWexplo CSDK_32bit                    TRANS.TBL CSDK_Windows                  ZMODEM CTEact                        cms IDS_64bit                     cms.readme InformixClientLib32           dbinit.sh LUahl                         install_informix.sh LUaot                         j2re LUfaas                        onconfig.cms LUim                          restore.sh LUorbutil                     rr_moved OrbixMT                       security RICHPse                       setenv.sh RMCmem                        spatches RogueWave                     spatches_conf SQL_DEV_7.50_UC1_C1EV6EN.tar 90

91 CMS Software Compatibility
SUN 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 11.50-FC4 7.50-UC1 NA cssr16aa.c vvsr16aa.c R16 CMS uses RAID 10; RAID is not used for R15 CMS. 91

92 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. Refer students to our job aid. We will not upgrade to expanded AUX in this class, but talk through the procedure. 92

93 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. 93

94 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. Note that you must be root to change the /etc/passwd file. In this class , we will not be giving out the root password. Note that “vi” is a prerequisite. root2 and nuucp2 are logins used by Avaya Professional Services and maintenance. Nuucp logins are used to transfer (copy) files to a customer’s CMS using Solaris uucp. 94

95 Set up the CMS System (Continued)
Step 2: Set up default logins and passwords (continued): vi references: vi on-line tutorial: There are some good references on the Internet. There are several good ones. Google: vi cheat sheet, for example. 95

96 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 cms (give this to customer) Remind students that they need to instruct the customer to change the cms and root passwords. Remind the students that once the systems are registered with Avaya, the cmssvc land root2 passwords will change to something that only Avaya will know by looking them up in the Maestro database. Demo this. 96

97 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 Demo this. Note that they need to replace all instances of the “serial number” with the new uname. For example, some files might have <serial #>_1 so that should then become <uname>_1. 97

98 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) 98

99 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 Dec 16 13:58 /etc/TIMEZONE -> ./default/init 99

100 Chapter 2, Module 4 Exercise

101 Chapter 2 Module 4 – vi Practice
** Access CMS on Toolwire again ( 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. Change the /etc/passwd<student#> file by following Step 2a of the process. 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. This requires the instructor to set up some default files for them to edit. For example, call them /etc/passwd1, /etc/passwd2, etc. Each file should only be writeable for a particular user. 101101

102 Q&A Q&A for each module 102102

103 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 You have to reboot the CMS in order for the uname, IP changes, and time-zone changes to take affect. Discuss the difference between shutdown and init (the only difference is that shutdown informs any users logged in that the system will go down). shutdown –y –g0 –i0 takes the system down to the OK prompt (init 0). 103103

104 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. Not sure what the SAP order equivalent is for a BusinessPartner – but they should refer to the customer order to see what was purchased. Display cmssvc: display authorizations and discuss the licenses and current authorizations. All features are authorized by default except the following: ECH (authorized but not installed), external application (turned on by Avaya if third-party applications are used – activates clint), forecasting (authorized but not installed). NOTE: Another R15/R16 difference: In R16 CMS, the disk mirroring authorization no longer exists. 104104

105 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 Default authorizations are: Capability/Capacity Authorization disk mirroring authorized vectoring authorized forecasting authorized graphics authorized external call history not authorized expert agent selection authorized external application authorized global dictionary/ACD groups authorized Avaya CMS Supervisor authorized Avaya Report Designer authorized Maximum number of split/skill members 1 Maximum number of ACDs 1 Simultaneous Avaya CMS Supervisor logins 2 Number of authorized agents (RTU) 1 Show them the difference between R15 and R16 CMS cmssvc manu (disk_space is missing in R16 because the system is not mirrored). 105105

106 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. Discuss the correlation between running setup and the DSA form. Display DSA for the existing ACD on the system. As the instructor goes through the setup, discuss each prompt. Note that you must be root to run setup and CMS must be turned off; it wouldn’t typically be on at this point. (Turn off CMS first.) Unless a system is a large CMS, for example, with eight ACDs, you can usually just accept the default values and database space will not be an issue. 106106

107 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. 107107

108 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 Display the Storage Intervals screen and show the other things on that screen. You can also use this opportunity to show the other things on the System Setup menu in CMS. Discuss what Master ACD means. 108108

109 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. These can be verified as the cms login. 109109

110 Set up the CMS System (Continued)
Step 11: Verify the system with cms login (continued): R15 Free Space Allocation This is a screen shot of an R15 CMS that has negative space for ACDs. They both need to be modified. 110110

111 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 These commands must be run by root. The command to fix the date is: date mmddHHMMyy. . 111111

112 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. These commands must be run by root (cont.) There are two files in R15 and R16 CMS that ensure that ODBC is set up. These are administered by default. The are /optinformix/etc/sqlhosts and /opt/informix/etc/onconfig.cms. In these two files, the entries for cms_<uname> and cms_net must exist. Some switch link administration things to verify: List node-names, list ip-I clan, ch node-n ip Ch com proc to verify processor channel Display/Change sys fea to verify switch release matches CMS ACD admin/CMS release (least common denominator theory) Some ACD administration troubleshooting: As root, look at cmssvc menu: swinfo. Verify that the switch model and so on are accurate. 112112

113 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" These commands must be run by root (cont.) R15 Mirroring – if the onstat and metastat commands return something, you’ll need to figure out what maintenance is required. Discuss the onstat and metastat commands. R16 RAID – if the output shows anything other than zero for Failed or Degraded, the system requires maintenance. R16 CMS uses a RAID adaptor to make the four disks look like a single 292-GB disk. It’s called RAID 10 striped and mirrored. 113113

114 Set up the CMS System (Continued)
Step 11: Verify the system as root login (continued): R15 CMS T5220 format command These screen shots are of an R15 system. Demo the equivalent on the remote R16 CMS system to compare the two. 114114

115 Set up the CMS System (Continued)
Step 11: Verify the system as root login (continued): R15 CMS T5220 onstat command 115115

116 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. AOM alarming gets tested and set up by the registration team. We’ll discuss how to register later. Turn on AOM: aom start – if it’s already running, it will tell you. If not, it will start it. It’s a good idea to start it again to make sure it’s staying on. If it’s not staying on, troubleshooting will be required. setupaas – turn on VVS requires initialization first. 116116

117 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. R16.1 CMS will use a new tape drive – the LT0-4 – and it is not compatible with the DDS-4 or Dat72 tape drives. Therefore, the remote tape copy tool is mandatory. If the tape drives are not compatible, a remote tape copy is required. Avaya has a remote tape copy tool and they must do the migration. 117117

118 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. Display the migration screen and discuss the different types of data. We won’t do a migration. Ask the students how to put the system in single-user-mode. (System Setup: CMS State) Note: Doing multiple system admin migration creates duplicate data! 118118

119 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 cd /cms/toolsbin; ./getlog (Show this to them.) 119119

120 Quiz Create C2M4Q1 Poll. 120120

121 Chapter 2, Module 4 Quiz What is the command to display CMS licenses?
What is the command to install CMS feature packages? What is the command to run CMS setup? True or False: CMS can be turned on from either the cmssvc or cmsadm menu. Which CMS menu item allows you to change storage intervals, change the master ACD, and change DSA? 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? What is the command to run a system backup? Which CMS screen do you use to migrate data? C2M4 1-8 This poll is optional since a hands-on exercise follows. What is the command to display CMS licenses? 1) cmssvc: auth_display 2) cmssvc: setup 3) cmssvc: authorizations 4) cmsadm: auth_display (#1) What is the command to install CMS feature packages? 1) cmssvc: packages 2) cmssvc: setup 3) cmsadm: pkg_install 4) cmssvc: pkg_install (#3) What is the command to run CMS setup? 1) cmsadm: setup 2) cmssvc: setup 3) cmssvc: auth_set 4) cmsadm: auth_set (#2) CMS can be turned on from either the cmssvc or cmsadm menu. (True) Which CMS menu item allows you to change storage intervals, change the master ACD, and change DSA? 1) Maintenance 2) User Permissions 3) Reports 4) System Setup (4 System Setup) 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? 1) init 0 2) init 6 3) shutdown -y -i0 -g0 4) shutdown -y -i6 -g0 (#4) What is the command to run a system backup? 1) Maintenance: Back Up 2) System Setup: Back Up 3) cmsadm: Filesystem backup 4) Maintenance: Filesystem backup (#3) Which CMS screen do you use to migrate data? 1) System Setup: R3 Migrate Data 2) Maintenance: R3 Migrate Data 3) Reports: R3 Migrate Data 4) cmssvc: setup (#1) 121121

122 Chapter 2, Module 4 – Hands-On Simulation
** Access Toolwire again ( 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. 122122

123 Q&A Q&A for each module 123123

124 Module Summary Congratulations! Now you can:
Use the job aid to prepare a CMS system for production. Perform basic troubleshooting tasks. 124124

125 Chapter 2, Module 5: Schedule Avaya Professional Services
Duration: 1 hour

126 Module Objectives After you complete this module, you will be able to:
Determine when to schedule the following with Avaya: License additions Data migration Third-party interfaces Modify the CMS based on these changes. 126126

127 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 . Here is where we can show what DSA looks like before and after the RTU authorization. 127127

128 DSA with 1 agent RTU Note that in this particular screen shot, not only will they need to modify the “Maximum agents logged in” field and the “Total split/skill members” field, but the Call work codes storage intervals must also be updated. Quite often, the ACD is added this way and we think it’s a bug in the software. Update it if necessary; it should not be 0s. 128128

129 Default Authorizations
Note that in this particular screen shot, not only will they need to modify the “Maximum agents logged in” field and the “Total split/skill members” field, but the Call work codes storage intervals must also be updated. Quite often, the ACD is added this way and we think it’s a bug in the software. Update it if necessary; it should not be 0s. 129129

130 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. 130130

131 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. Remember that a T5120 is shipped with either a Dat72 or a LT0-4 drive. However, a T5220 is always shipped with an LT0-4 tape drive – so a remote tape copy will always be required with a T5220 platform. 131131

132 Quiz A short quiz should end each module (1 to 5 questions). 132132

133 Chapter 2, Module 5 Quiz What are the default licenses that a system is shipped with? If a customer purchases 200 agent RTUs and has a Communication Manger 6, what can the split/skill member value be in DSA? If a customer purchases 200 agent RTUs and has a Communication Manger 5.2, what can the split/skill member value be in DSA? Which values in the DSA screen must be modified after the agent authorization is made? C2M5 1-3 What are the default licenses that a system is shipped with? 1) 1 ACD, 10 Supervisors, 0 split/skill members, 1 agent RTU 2) 1 ACD, 5 Supervisors, 1 split/skill members, 0 agent RTU 3) 1 ACD, 2 Supervisors, 0 split/skill members, 0 agent RTU 4) 1 ACD, 2 Supervisors, 1 split/skill members, 1 agent RTU (Answer: 4). If a customer purchases 200 agent RTUs and has a Communication Manager 6, what can the split/skill member value be in DSA? 1) ) ) ) 200 (200*120=24000) If a customer purchases 200 agent RTUs and has a Communication Manager 5.2, what can the split/skill member value be in DSA? 1) ) ) ) 200 (200*60=12000) Which values in the DSA screen must be modified after the agent authorization is made? (1) Maximum agents logged in, and 2) Total split/skill members, summed over all split/skills.) 1) Maximum agents logged in, and Total split/skill members, summed over all split/skills. 2) Maximum agents logged in 3) Total split/skill members, summed over all split/skills 4) None of the above. 133133

134 Q&A Q&A for each module 134134

135 Chapter Summary Congratulations! Now you can:
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. 135135

136 Chapter 3 CMS Cutover Duration: 2 hours
Add as many chapters/chapter slides as neecessary. CMS Cutover Duration: 2 hours 136136

137 Chapter Objectives After you complete this chapter, you will be able to: 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. 137137

138 Chapter 3, Module 1: Prepare for the Cutover
Duration: 30 min

139 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. 139139

140 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 cutover is when the customer is ready to turn on CMS and begin collecting data. If this is an upgrade, the customer must prepare to turn down the existing CMS and turn on the new one. At that time, the link is also swapped from the old to the new CMS. That said, the cutover is service affecting. CMS Supervisor needs to be installed on supervisor desktops by the time the new system is cutover. The latest Supervisor software is required to work with the newest CMS release. It is backward compatible, but not forward compatible. If this is a platform upgrade, the customer should have provided a temporary IP and modem number. These can be swapped at the cutover, that is, the temporary can become the oldcms address, and the oldcms address can become the newcms address. If the admin migration hasn’t been done yet, admin data will need to be migrated. NOTE: Admin data CANNOT be migrated more than once. Agent and Historical data can be migrated more than once, however. 140140

141 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. BusinessPartners must contact Avaya to do a remote tape copy migration if the tape drives are not compatible. With the new tape drive in R16.1 CMS, remote tape copy will always be required if the customer has a T5220. 141141

142 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 all others send it to Maintenance with Avaya begins only when the CMS is registered with the Avaya registration group. 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. Direct the students to upload the Maintenance Registration Form Word document. 142142

143 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 These are things that a customer might request at a later time. They are chargeable items. Review baseload upgrade as an in-version upgrade – a bugfix load. May go from r16aa.m to r16.1aa.b, for example. Customers consolidate their systems quite frequently. They might have four CMS systems at different locations and decide to consolidate them into one CMS system. The ACDs/CM links need to be added to a single CMS. DSA changes require CMS to be in single-user mode and data collection turned off. In R15 CMS, remember to verify FSA after a DSA change. Adding or changing an ACD requires CMS to be turned off. IP changes and Uname changes require a reboot. License additions via cmssvc: auth set – require Avaya password. 143143

144 Quiz Display C3M1Q1 Poll. 144144

145 Chapter 3, Module 1 Quiz True or False: A backup on a DDS4 tape can be used to migrate data using a Dat-72 tape drive. True or False: A backup on a Dat-72 tape can be used to migrate data using an LT0-4 tape drive. True or False: Sun maintenance begins when customers pay their bill to Avaya. True or False: Avaya maintenance on the CMS begins when customers pay their bill to Avaya. Add Poll C3M1 1-4 A backup on a DDS4 tape can be used to migrate data using a Dat-72 tape drive. True. A backup on a Dat-72 tape can be used to migrate data using an LT0-4 tape drive. False – The format and size are completely different and there is no compatibility. Sun maintenance begins when customers pay their bill to Avaya. False – When the form is sent to Sun. Avaya maintenance on the CMS begins when customers pay their bill to Avaya. False – When they register the system with Avaya.) 145145

146 Q&A Q&A for each module 146146

147 Module Summary Congratulations! Now you can:
Cut the CMS system into service. Register the CMS with Avaya and Sun. Prepare for other changes a customer might request. 147147

148 Chapter 3, Module 2: Administer CMS
Duration: 1.5 hours

149 Module Objectives After you complete this module, you will be able to:
Administer CMS using the CMS Supervisor client application. Administer CMS using the CMS ascii interface. Use the Timetable feature to schedule a Maintenance backup. 149149

150 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: Demonstrate these things. Reference the supervisor installation and reports documents. Logging in as cms requires manual login and cvsup terminal type. This is a different login than the ones that get created for new users. The cms entry in /etc/passwd identifies this login with a /usr/bin/ksh shell – which means they don’t go directly to cms like other users. Describe the purpose of each of the menu items. 150150

151 CMS Supervisor (Continued)
Add a user; assign User Permissions. User Data Feature Access VDN, Split/Skill Access, and so on Administration document: Demonstrate these things. Reference the supervisor administration document. Describe the purpose of each of the menu items. 151151

152 CMS Supervisor (Continued)
Set up the Dictionary: Login identifications Split/skills VDNs, and so on Other administration: Agent administration Call center administration System setup Demonstrate these things. Reference the supervisor administration document. Describe the purpose of each of the menu items. 152152

153 Exercise (Part 1) Short Quiz should end each module (1-5 questions)
153153

154 Chapter 3, Module 2 Exercise (Part 1) – Using CMS Supervisor for CMS Administration
** In Toolwire ( launch CMS Supervisor. ** Create an R16 CMS server with IP address <??>. (Get the IP address from the instructor.) Log in to Supervisor as cms. Add a user (username whatever you’d like). Give the user permission to the System Setup feature. Give the user permission to VDNs and List all the users on the system. List the VDNs the new user has permissions to. You’ll need to provide the CMS IP address. Terminal Emulator is already installed on their desktops. 154154

155 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. Demonstrate the ascii interface. Demonstrate how to set up a Timetable to schedule a maintenance backup. Demo the following: Create a Timetable to schedule a backup to start tomorrow at 6 a.m. After you create it, show how to list all Timetables. Show the contents of the Timetable that you created. Also show the default Timetables that come with the system but have not been scheduled. 155155

156 Exercise (Part 2) 156156

157 Chapter 3, Module 2 Exercise (Part 2) – Create a Timetable to Schedule a Nightly Backup
** In Toolwire ( launch the Terminal Emulator and open the remoteCMS profile. Log in as cms. ** Create a Timetable entry to schedule a maintenance backup to run every morning at 5 a.m. starting tomorrow. Call the timetable “DailyMaint.” Display the contents of your Timetable. List all the Timetables on the system. Delete the DailyMaint Timetable you just created. 157157

158 Q&A Q&A for each module 158158

159 Module Summary Congratulations! Now you can:
Administer CMS using the CMS Supervisor client application. Administer CMS using the CMS ascii interface. Schedule a maintenance backup. 159159

160 Chapter 4 Maintaining CMS Duration: 1 hour
Add as many chapters/chapter slides as neecessary. Maintaining CMS Duration: 1 hour 160160

161 Chapter Objectives After you complete this chapter, you will be able to: Use references to perform CMS maintenance routines. Use references to perform basic troubleshooting on the CMS system. 161161

162 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 Review these commands (and demo them again if anyone needs it). Note that these are all listed in their job aid. 162162

163 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> Review these commands (and demo them again if anyone needs it). Also could use passwd –f (forces passwd change at next login). 163163

164 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 Review these commands (and demo them again if anyone needs it). 164164

165 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 Review these logs and discuss their purpose. Note that these are listed in their job aid. Demo the /cms/toolsbin/getlog script if you haven’t already. Explain that /usr/elog/elog also displays some of the messages in CMS: Maintenance: Error Log Report. 165165

166 Maintenance and Troubleshooting (Continued)
Enable Solaris services: svcs –a svcs –a | grep <service> svcadm enable <service> svcadm disable <service> Demonstrate these things: E.g. svcs –a | grep volfs svcadm enable volfs; disable volfs 166166

167 CMS Backups Review Cmsadm: Filesystem backup Maintenance: Back Up Data
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. . System administration data , for example, custom reports, printer admin, users. ACD administration , for example, Dictionary, permissions, timetables. Note that backup errors are also displayed in the elog/Error Log. 167167

168 Link Troubleshooting Demo
Change the CMS system date. tail –f spi.err. Fix date. Busy MIS. tail spi.err. Release MIS. Change Reporting Adjunct in CM. Fix it. Have two or three windows open: CM and two CMS screens – one to tail the spi.err log, and the other to display the CMS menu w/link down/up. 1. Change the date to Point out the different messages in spi.err based on the problem caused. Also display cmssvc: swinfo to show the correlation. You could also make some changes to the swsetup to show the spi.err messages. You can also show the messages in /usr/elog/elog that are displayed w/link problems. 168168

169 Tape Drive Troubleshooting Demo
mt –f /dev/rmt/0c status cd /dev/rmt; pwd; ls; rm * devfsadm –C cd /dev/rmt; pwd; ls Have one CMS window open to demonstrate this. 169169

170 Network Troubleshooting Demo
cat /etc/hosts cat /etc/defaultrouter cat /etc/netmasks cat /etc/hostname.e1000g0 and e1000g1 ping <hostname> netstat –nr ifconfig -a Have one CMS window open to demonstrate this. Demo the types of things that can go wrong if the administration is inaccurate. 170170

171 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 Discussion only...continued on the next slide. 171171

172 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. 172172

173 Exercise 173173

174 Chapter 4 – CMS Maintenance
**Access Toolwire ( From Terminal Emulator, select the remoteCMS profile and log in as cms.** Review the “man page” for these Solaris commands: devfsadm ifconfig netstat uname Look at these logs: /var/adm/messages /usr/elog/elog 174174

175 Quiz A short quiz should end each module (1 to 5 questions). 175175

176 Chapter 4 Quiz What is the Solaris command to rebuild devices? a) devices, b) devfsadm –C, c) mount Which of these network commands allows you to display or configure the network interfaces? a) ifconfig, b) /etc/hosts, c) prtdiag 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 Which command shows the status of the cdrom drive? a) eject, b) devfsadm, c) svcs 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 Which backup does Avaya recommend that you run each month? a) data maintenance backup, b) cmsadm filesystem backup Which backup does Avaya recommend that you run daily? a) data maintenance backup, b) cmsadm filesystem backup Make this a poll C4Q1 1-7 What is the Solaris command to rebuild devices? a) devices, b) devfsadm –C, c) mount Answer: b Which of these network commands allows you to display or configure the network interfaces? a) ifconfig, b) /etc/hosts, c) prtdiag Answer: a 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 Answer: b Which command shows the status of the cdrom drive? a) eject, b) devfsadm, c) svcs Answer: c 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 Answer: a Which backup does Avaya recommend that you run each month? a) data maintenance backup, b) cmsadm filesystem backup Which backup does Avaya recommend that you run daily? a) data maintenance backup, b) cmsadm filesystem backup 176176

177 Q&A Q&A for each module 177177

178 Course Summary Congratulations! You have completed the CMS Installation and Maintenance course. 178178

179 name – Nick Pearcey email – nick.pearcey@accenture.com
Thank you name – Nick Pearcey 179179


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