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Avaya Call Management System (CMS)
Release 12
Sun Enterprise 3500 Computer
CMS Upgrade Express (CUE)

Comcode 700289390
Issue 1.0
December 2003
Compas ID 99956

© 2003 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, Avaya Inc.
can assume no liability for any errors. Changes and corrections to the
information in this document may be incorporated in future releases.
Preventing toll fraud
"Toll fraud" is the unauthorized use of your telecommunications system
by an unauthorized party (for example, anyone who is not a corporate
employee, agent, subcontractor, or person working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need
technical assistance or support, call Technical Service Center Toll Fraud
Intervention Hotline at +1-800-643-2353 for the United States and
Canada. For additional support telephone numbers, see the Avaya Web
site:
http://www.avaya.com
Select Support, then select Escalation Lists. This Web site includes
telephone numbers for escalation within the United States. For escalation
telephone numbers outside the United States, select Global Escalation
List.
Providing telecommunications security
Telecommunications security (of voice, data, and video communications)
is the prevention of any type of intrusion to (that is, either unauthorized or
malicious access to or use of) your company's telecommunications
equipment by some party.
Your company's "telecommunications equipment" includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, "networked equipment").
An "outside party" is anyone who is not a corporate employee, agent,
subcontractor, or person working on your company's behalf. Whereas, a
"malicious party" is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:
•
Use (of capabilities special to the accessed equipment)
•
Theft (such as, of intellectual property, financial assets, or
toll-facility access)
•
Eavesdropping (privacy invasions to humans)
•
Mischief (troubling, but apparently innocuous, tampering)
•
Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including, but not limited to, human and data privacy,
intellectual property, material assets, financial resources, labor costs, and
legal costs).
Your responsibility for your company's telecommunications
security
The final responsibility for securing both this system and its networked
equipment rests with you, an Avaya customer's system administrator,
your telecommunications peers, and your managers. Base the fulfillment
of your responsibility on acquired knowledge and resources from a
variety of sources, including, but not limited to:
•
Installation documents
•
System administration documents
•
Security documents
•
Hardware-/software-based security tools
•
Shared information between you and your peers
•
Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure:
•
Your Avaya-provided telecommunications systems and their
interfaces
•
Your Avaya-provided software applications, as well as their
underlying hardware/software platforms and interfaces
•
Any other equipment networked to your Avaya products.

Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your
sales agreement to establish the terms of the limited warranty. In
addition, Avaya’s standard warranty language, as well as information
regarding support for this product, while under warranty, is available
through the following Web site:
http://www.avaya.com/support
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked
Web sites and does not necessarily endorse the products, services, or
information described or offered within them. We cannot guarantee that
these links will work all of the time and we have no control over the
availability of the linked pages.
Trademarks
Avaya is a trademark of Avaya Inc.
All trademarks identified by the ® or ™ are registered trademarks or
trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners.
Avaya support
Avaya provides a telephone number for you to use to report problems or
to ask questions about your contact center. The support telephone
number is 1-800-242-2121 in the United States. For additional support
telephone numbers, see the Avaya Web site:
http://www.avaya.com
Select Support, then select Escalation Lists. This Web site includes
telephone numbers for escalation within the United States. For escalation
telephone numbers outside the United States, select Global Escalation
List.
Comments
To comment on this document, send e-mail to crminfodev@avaya.com.
Acknowledgment
This document was written by the CRM Information Development group.

Avaya Call Management System (CMS)
Release 12
Sun Enterprise 3500 Computer
CMS Upgrade Express (CUE)

Contents
Preface

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Overview . . . . . . . . . . . . . . . . . . . . . . . .
Related documents . . . . . . . . . . . . . . . . . . . .
Support . . . . . . . . . . . . . . . . . . . . . . . . .
Frequently asked questions (FAQs) . . . . . . . . . . .
Customer support for the United States . . . . . . . . . .
Technician support for the United States . . . . . . . . .
Customer and technician support outside the United States

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Preparing for the upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Verifying that the customer has prepared their system for an upgrade .
Required documentation . . . . . . . . . . . . . . . . . . . . . .
Remote support . . . . . . . . . . . . . . . . . . . . . . . . . .
Trouble escalation . . . . . . . . . . . . . . . . . . . . . . . . .
Switch compatibility . . . . . . . . . . . . . . . . . . . . . . . . .
Hardware additions . . . . . . . . . . . . . . . . . . . . . . . . .
Software considerations . . . . . . . . . . . . . . . . . . . . . .
Customization issues . . . . . . . . . . . . . . . . . . . . . . . .
Disk mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . .
Parts list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Checking for printer requests and large mail files . . . . . . . . . . .
Checking for ACD 1 . . . . . . . . . . . . . . . . . . . . . . . .
Checking for a symbolic link between /etc/hosts and /etc/inet/hosts . .

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Removing and replacing disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Extracting the customer’s administration and options . . . . . . . . . . . . . . . . .

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Prerequisites . . . . . . . . . . . . . . . . . . . . . . . .
Disk upgrade procedures . . . . . . . . . . . . . . . . . .
Removing and labeling the old disk drives . . . . . . . . .
Installing the new boot disk drive . . . . . . . . . . . . . .
Booting up the system with the new boot disk drive . . . . .
Verifying that the system recognizes the new boot disk drive
Checking the status of the boot disk drive . . . . . . . . .
Checking the status of the tape drives . . . . . . . . . . .
Verifying that the upgrade can continue . . . . . . . . . .

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Issue 1.0 December 2003

3

Contents

Copying and activating the customer’s administration and options . . . . . . . . .
Installing CMS patches . . . . . . . . . . . . . . . . . . . . . . .
Copying customer data . . . . . . . . . . . . . . . . . . . . . . .
Checking file differences between the old system and the new system
Verifying files using pkgchk . . . . . . . . . . . . . . . . . . . .
Comparing directory and file permissions . . . . . . . . . . . . . .
Linking the /etc/hosts file . . . . . . . . . . . . .
Installing the remaining disk drives . . . . . . . .
Verifying that the system recognizes all disk drives .
Checking the status of the disks . . . . . . . . . .
Activating customer options . . . . . . . . . . . .
Recovering from failed installation scripts . . .
Removing temporary ACD 1 . . . . . . . . . . .
Turning on CMS . . . . . . . . . . . . . . . . .
Verifying that CMS is operating . . . . . . . . . .
Checking “manual merge” discrepancies . . . . .
Checking Free Space Allocation. . . . . . . . . .
Turning on Visual Vectors server (optional) . . . .
Updating the switch setup . . . . . . . . . . . .
Setting the Informix configuration parameters . . .
Removing the upgrade files . . . . . . . . . . . .
Migrating customer data . . . . . . . . . . . . .
Migrating system administration data . . . . . . .
Migrating agent and call center administration data
Resetting the CONSOLE parameter . . . . . . . .
Replacing the customer’s tapes . . . . . . . . . .
Checking the status of the disks . . . . . . . . . .
Turning the upgraded system over to the customer .

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4 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

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Preface

Overview
Avaya Call Management System (CMS) Release 12 Sun Enterprise 3500 Computer CMS
Upgrade Express (CUE) is written for technicians who are upgrading an Enterprise 3500
computer from CMS R3V6, R3V8, R3V9, R3V11, or R12 to CMS R12.

Note:

Note:
CUE cannot be used to upgrade a Sun SPARCserver, Ultra 5, or
Enterprise 3000 computer to R12. You must follow the procedures found in
Avaya CMS Release 3 Version 11 Platform Upgrade and Data Migration to
upgrade to CMS R12.

Related documents
The following table lists sources for additional information about the Enterprise 3500
computer. To order any of these documents, call the Publications Center
at 1-800-457-1235 (United States and Canada) or +1-207-866-6701 (outside the United
States and Canada).
Title

Document
number

Avaya CMS Release 12 CMS Upgrade Express (CUE) Customer Requirements

07-300010

Avaya CMS Sun Enterprise 3500 Computer Hardware Installation, Maintenance,
and Troubleshooting

585-215-873

Avaya CMS Sun Enterprise 3500 Computer Connectivity Diagram

585-215-877

Issue 1.0 December 2003

5

Preface

Support
If you need assistance with a problem, use the support information and help lines
presented below.

Frequently asked questions (FAQs)
For solutions to common problems, customers and Avaya technicians can access
technical support FAQs at:
http://www.avaya.com
Select Support > Call Center/CRM and select the product for which you need support.
Please check this information before you call in a trouble ticket. Doing so could save you
time and money.

Customer support for the United States
Customers can report problems and generate trouble tickets by calling:
1-800-242-2121
The customer is prompted to identify the type of problem (that is, Automatic Call
Distribution, hardware, or Avaya CMS) and is then connected to the appropriate service
organization.

Technician support for the United States
Avaya technicians can receive help by calling:
1-800-248-1234

Customer and technician support outside the United States
For customer and technician support outside the United States, see the Avaya Web site:
http://www.avaya.com
Select Support > Escalation Lists. For escalation telephone numbers outside the United
States, select Global Escalation List.

6 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Preparing for the upgrade
Before you begin a CUE upgrade, use the following checklist of topics to prepare for the
upgrade:
Topic
Verifying that the customer has prepared their system for an upgrade on page 8
Required documentation on page 8
Remote support on page 8
Trouble escalation on page 8
Switch compatibility on page 9
Hardware additions on page 9
Software considerations on page 10
Customization issues on page 10
Disk mirroring on page 11
Parts list on page 11
Checking for printer requests and large mail files on page 12
Checking for ACD 1 on page 13
Checking for a symbolic link between /etc/hosts and /etc/inet/hosts on page 14

Issue 1.0 December 2003

7

Preparing for the upgrade

Verifying that the customer has prepared their
system for an upgrade
Before a CUE upgrade begins, maintenance backups and a CMSADM backup must be
done by the customer. If the customer has not done these backups, the upgrade cannot
begin. Refer the customer to Avaya Call Management System (CMS) Release 12 CMS
Upgrade Express (CUE) Customer Requirements. Verify that the backups have been done
as described in the Customer Requirements document before you begin the upgrade.

Required documentation
The site technician must have a copy of these instructions before beginning the upgrade.

Remote support
All upgrade procedures are done at the customer site. However, when the upgrade is
being supported by remote personnel, such as CMS Provisioning, the system commands
used in this document should be done by the remote personnel so that they can monitor
the progress of the upgrade. Run the commands from the local console only when
instructed to do so, or when there is no remote support.

Trouble escalation
If problems occur during the upgrade procedure:
1. Escalate the problem through normal channels.
2. Inspect the upgrade log file that is located at /var/log/cvuelog.
3. If the problem persists, shut down the system, reinstall the customer’s old disk
configuration, and bring the system back up under the old CMS load.

8 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Switch compatibility

Switch compatibility
CMS R12 does not support R7 and earlier switches. When upgrading to CMS R12, the
switch must be at least R8 or later. If the current switch is administered in CMS as R7 or
earlier, the upgrade extract tool will recognize this incompatibility and require you to select
a newer switch model before the upgrade can continue.
CMS R12 does not support X.25 switch links. The upgrade extract tool will recognize this
incompatibility and require you to enter a host name or IP address and TCP port before the
upgrade can continue. Determine the host name or IP address and TCP port before you
begin the upgrade.

Note:

Note:
If the host name or IP address and TCP port information is not known during
the CUE upgrade, you can enter fictitious information to get through the
upgrade, but the switch links will not become active until you go back and
update the switch setup information with accurate information.

Hardware additions
Avoid hardware additions whenever possible during an upgrade. For example, if the
customer wants to increase the amount of RAM that is in the computer, add it only after
verifying that the upgrade was successful. Install the RAM as described in the
maintenance and troubleshooting document for the computer.

Issue 1.0 December 2003

9

Preparing for the upgrade

Software considerations
In addition to the standard set of software installed during a CUE upgrade, the customer
may also purchase the latest version of the Informix SQL software. You must confirm
whether the customer has purchased this software so you can properly answer questions
during the extract process. See the SAP order to verify this information.
The customer may also purchase the latest version of the Open Database Connectivity
(ODBC) software. You must confirm whether the customer has purchased this software so
you can properly answer questions during the extract process. See the SAP order to verify
this information.
Whether or not the customer has purchased Visual Vectors server software, it will be
installed during the upgrade. Any existing layout files will be saved during the upgrade.

Customization issues
If the customer’s CMS computer has third-party software or customization that was added
to the standard set of CMS-related software, such as pseudo-ACDs, those software
packages and customizations are not preserved by the upgrade process. The customer or
PSO must collect, reinstall, recompile, and reconfigure any non-standard CMS software
after the upgrade is completed and approved.
The customer data copied during the upgrade procedure includes information such as the
following:
●

License information

●

User login IDs and passwords

●

System name and IP address

●

Serial printer administration

●

CMS administration, setup, and authorizations

For a complete list of the files copied during the upgrade, see the /var/log/cvuelog file
after the upgrade is complete. A copy of the old system’s /etc/vfstab file is saved in the
cvuelog file.

10 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Disk mirroring

Disk mirroring
The CUE process can be used to automatically add disk mirroring to a nonmirrored
system. However, the CUE upgrade kit used with the procedures in this document cannot
be used to add mirroring to the system.
If the customer has purchased additional disk drives for the purpose of adding mirroring
independent of the CUE process, you must first upgrade the computer using the CUE
nonmirrored upgrade process before you manually add mirroring to the system.

!
Important:

Important:
During the CUE upgrade, do not insert any disks that were not part of the
CUE kit.

After you have completed the CUE nonmirrored upgrade process, use the instructions
given in CMS R12 Software Installation, Maintenance, and Troubleshooting, 585-215-117,
to add mirroring to the system.

Parts list
The following parts are delivered to the customer’s site:
●

One boot disk drive (labeled “Boot Disk - Slot 0”)

●

Optionally, up to three blank formatted data disk drives which will become the additional
data disk drives
The quantity of optional data disks depends on how many the customer ordered.

●

The following blank tapes (only one is used for the upgrade):
- One 170-meter, 8-millimeter, Mammoth blank tape
- One DDS4, 20/40-GB, 4-millimeter blank tape

●

Upgrade tool CD-ROM

●

Blank labels that are used to label the old disk drive configuration

●

A complete set of system software on CD-ROM, including:
- R12 CMS
- R12 Supplemental Services
- Solaris 9 Upgrade
- Informix IDS

Issue 1.0 December 2003

11

Preparing for the upgrade

- Informix ILS
- Informix SQL (optional)
- Open Database Connectivity (ODBC) (optional)
- Hardware Drivers
- Visual Vectors Server
- Call Center 2.0 and CMS R12 Documentation Library

!
Important:

Important:
The release numbers on the upgrade tool CD-ROM and the CMS software
CD-ROM must match the release numbers that are labeled on the new boot
disk drives. If the release numbers do not match, escalate through normal
channels. The following table shows an example of how the CD-ROMs and
disks are labeled.
Upgrade tool CD-ROM
v12cue1d.1
For r3v12ad.d

CMS CD-ROM

Boot disk drives

Load: r3v12ad.d

Comcode XXXXXXXXX
R12 - Issue 1.0
For CMS r3v12ad.d
Use CUE v12cue1d.1
Boot Disk

Checking for printer requests and large mail files
The upgrade extract process first copies the files that are being migrated to the
/var/tmp/new directory for the new system, then copies the files to tape. If the system
does not have enough disk space to create this first copy to /var/tmp/new, the system
may run out of space and the extract will fail.
Before you continue with the upgrade, check the following directories for old print requests
and large, unneeded mail files that may be taking up space:
●

/var/spool/lp/requests/

●

/var/spool/lp/tmp/

●

/var/mail/root

●

/var/mail/root2

●

/var/mail/cms

Delete any unneeded files.

12 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Checking for ACD 1

Checking for ACD 1
The upgrade tool cannot upgrade a system where ACD 1 is not administered.
To determine if the system does not have ACD 1 administered:
1. Log on to CMS.
2. Select System Setup > Switch Setup > List All to display a list of the administered
ACDs. This list will show if ACD 1 is not administered.
3. To add temporary ACD 1:
a. Enter:
cmsadm
b. Select the number that corresponds to the acd_create option.
This adds the first unassigned ACD, which will be ACD 1.
c. Enter the switch name and switch model, enable vectoring, enable disconnect
supervision, and enter 1 for the local port and enter 1 for the remote port.
d. When you select a link device, use either TCP/IP with an invalid IP address, or use
X.25 and select one of the loopback links. Since the ACD is deleted after the
upgrade, it is acceptable to assign an invalid IP address or loopback link.
e. For the remaining options, use the defaults or minimum values.

Issue 1.0 December 2003

13

Preparing for the upgrade

Checking for a symbolic link between /etc/hosts and
/etc/inet/hosts
If the CUE extract process detects a unique /etc/hosts file and a unique
/etc/inet/hosts file, the process cannot merge the differences between the two
"hosts" files. The /etc/hosts file must be a symbolic link to /etc/inet/hosts.
To determine if the /etc/hosts file is a symbolic link to the /etc/inet/hosts file:
1. Enter:
ls -l /etc/hosts
A message similar to the following should be displayed:
lrwxrwxrwx

1 root

root

12 Feb 23

2002 /etc/hosts -> ./inet/hosts

2. Do one of the following:
●

If a symbolic link for /etc/hosts to ./inet/hosts is displayed (similar to what is
shown above), continue with Extracting the customer’s administration and
options on page 17.

●

If the system does not display a symbolic link for /etc/hosts to ./inet/hosts
and the system is operating properly, continue with Step 3.

3. Enter:
ifconfig -a
A message similar to the following is displayed:
hme0: flags=1000843 mtu 1500 index 2
inet 192.168.2.1 netmask ffffff00 broadcast 192.168.2.255
ether 8:0:20:7b:ab:dc

4. Enter:
more /etc/hosts
A message similar to the following is displayed:
127.0.0.1
192.168.2.1

localhost
cvue
loghost cvue.tmpdomain.org

14 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Checking for a symbolic link between /etc/hosts and /etc/inet/hosts

5. Compare the host network information from the /etc/hosts file to the output of the
network information displayed with the ifconfig command. If the host IP addresses
match (as highlighted in the above examples), the /etc/hosts file is probably the
correct hosts file. However, since multiple administrators may have independently
modified either file, both files could contain important information.
After the CUE copy process, you will need to ensure that the /etc/hosts file and
symbolic link are restored to their proper state. Inform the customer that two
independent hosts files exist on the original system. Let the customer know that both
files will be preserved, but that the customer is responsible for merging any relevant
information into the /etc/inet/hosts file after the upgrade.
The /etc/hosts file from the original system will be preserved as
/manual_merge/etc/hosts on the new system. The /etc/inet/hosts file from
the original system will be preserved as /etc/inet/hosts on the new system.
Instructions for moving the /etc/inet/hosts file to /etc/inet/hosts.orig are
provided later in this document.

Issue 1.0 December 2003

15

Preparing for the upgrade

16 Avaya CMS R12 Sun Enterprise 3500 Computer CMS Upgrade Express

Extracting the customer’s administration and
options
To minimize the time that the system is out of service during the upgrade, you can extract
the customer’s administration and options while the system is operating, but do not allow
the customer to make any administration changes once the extract process begins.

!
Important:

Important:
If the upgrade is being supported by remote personnel, such as CMS
Provisioning, stop here and contact the provisioning group. When the
upgrade is being supported by remote personnel, the system commands in
this section are for use by remote personnel to monitor the progress of the
upgrade. Run the commands from the local console only when instructed to
do so, or when there is no remote support.

To extract the customer’s administration and options:
1. For the tape being used with the upgrade, check for the following:
●

Make sure that you are using the correct tape.

●

Make sure that the tape is not write-protected.

2. Label the blank tape “Upgrade Extract,” and insert the tape into the tape drive.

!
Important:

Important:
If the system has more than one tape drive, the upgrade program defaults to
the tape drive that has a tape installed and that has the lowest SCSI ID. To
help prevent using the wrong tape drive, remove the tapes from any other
tape drives.

3. Note the original position of the key switch. You must return the key switch to this
original position later during the upgrade.

Issue 1.0 December 2003

17

Extracting the customer’s administration and options

4. If the key switch is in the “Locked” or “Diagnostics” position, move the key switch to the
vertical “On” position. See the following figure.

key_switch.cdr

5. Log on as root.
6. Enter:
cd /
7. Load the upgrade tool CD-ROM.
The File Manager window may open. Click the cursor in an XTERM window.
8. After waiting about 15 seconds, enter mount to verify that the CD-ROM is detected.
A list of devices and file systems that are currently mounted is displayed. The final line
should show something similar to the following:
.
.
/cdrom/r12cue on /vol/dev/dsk/cNt6d0/r12cue read only/XX/XX/XX on
Source Exif Data: 
File Type                       : PDF
File Type Extension             : pdf
MIME Type                       : application/pdf
PDF Version                     : 1.4
Linearized                      : No
Create Date                     : 2003:11:11 10:39:54Z
Creator                         : FrameMaker 7.0
Modify Date                     : 2003:11:11 15:54:28-07:00
Copyright                       : 2003 Avaya
Page Count                      : 72
Creation Date                   : 2003:11:11 10:39:54Z
Mod Date                        : 2003:11:11 15:54:28-07:00
Producer                        : Acrobat Distiller 5.0.5 (Windows)
Metadata Date                   : 2003:11:11 15:54:28-07:00
Title                           : Avaya Call Management System (CMS) Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express (CUE)
Page Mode                       : UseOutlines
EXIF Metadata provided by EXIF.tools

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