Upgrading Avaya Call Management

System

Release 19.0
Issue 1
June 2019
© 2019 Avaya Inc. OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT
All Rights Reserved. EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM
ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA
Notice CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL
While reasonable efforts have been made to ensure that the information in this ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE
document is complete and accurate at the time of printing, Avaya assumes no SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR
liability for any errors. Avaya reserves the right to make changes and USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO,YOU, ON
corrections to the information in this document without the obligation to notify BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE
any person or organization of such changes. INSTALLING, DOWNLOADING OR USING THE SOFTWARE
(HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END
Documentation disclaimer USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
"Documentation" means information published in varying mediums which may BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
include product information, operating instructions and performance APPLICABLE AVAYA AFFILIATE ("AVAYA").
specifications that are generally made available to users of products. Avaya grants You a license within the scope of the license types described
Documentation does not include marketing materials. Avaya shall not be below, with the exception of Heritage Nortel Software, for which the scope of
responsible for any modifications, additions, or deletions to the original the license is detailed below. Where the order documentation does not
published version of Documentation unless such modifications, additions, or expressly identify a license type, the applicable license will be a Designated
deletions were performed by or on the express behalf of Avaya. End User System License as set forth below in the Designated System(s) License (DS)
agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and section as applicable. The applicable number of licenses and units of capacity
employees against all claims, lawsuits, demands and judgments arising out of, for which the license is granted will be one (1), unless a different number of
or in connection with, subsequent modifications, additions or deletions to this licenses or units of capacity is specified in the documentation or other materials
documentation, to the extent made by End User. available to You. “Software” means computer programs in object code,
provided by Avaya or an Avaya Channel Partner, whether as stand-alone
Link disclaimer products, pre-installed on hardware products, and any upgrades, updates,
Avaya is not responsible for the contents or reliability of any linked websites patches, bug fixes, or modified versions thereto. “Designated Processor”
referenced within this site or Documentation provided by Avaya. Avaya is not means a single stand-alone computing device. “Server” means a set of
responsible for the accuracy of any information, statement or content provided Designated Processors that hosts (physically or virtually) a software application
on these sites and does not necessarily endorse the products, services, or to be accessed by multiple users. “Instance” means a single copy of the
information described or offered within them. Avaya does not guarantee that Software executing at a particular time: (i) on one physical machine; or (ii) on
these links will work all the time and has no control over the availability of the one deployed software virtual machine (“VM”) or similar deployment.
linked pages.
License type(s)
Warranty Designated System(s) License (DS). End User may install and use each copy
Avaya provides a limited warranty on Avaya hardware and software. Refer to or an Instance of the Software only: 1) on a number of Designated Processors
your sales agreement to establish the terms of the limited warranty. In addition, up to the number indicated in the order; or 2) up to the number of Instances of
Avaya's standard warranty language, as well as information regarding support the Software as indicated in the order, Documentation, or as authorized by
for this product while under warranty is available to Avaya customers and other Avaya in writing. Avaya may require the Designated Processor(s) to be
parties through the Avaya Support website: identified in the order by type, serial number, feature key, Instance, location or
https://support.avaya.com/helpcenter/getGenericDetails?detailId=C200911201 other specific designation, or to be provided by End User to Avaya through
12456651010 under the link "Warranty & Product Lifecycle" or such successor electronic means established by Avaya specifically for this purpose.
site as designated by Avaya. Please note that if You acquired the product(s) Concurrent User License (CU). End User may install and use the Software on
from an authorized Avaya Channel Partner outside of the United States and multiple Designated Processors or one or more Servers, so long as only the
Canada, the warranty is provided to You by said Avaya Channel Partner and licensed number of Units are accessing and using the Software at any given
not by Avaya. time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the
pricing of its licenses and can be, without limitation, an agent, port or user, an
“Hosted Service” means an Avaya hosted service subscription that You acquire e-mail or voice mail account in the name of a person or corporate function
from either Avaya or an authorized Avaya Channel Partner (as applicable) and (e.g., webmaster or helpdesk), or a directory entry in the administrative
which is described further in Hosted SAS or other service description database utilized by the Software that permits one user to interface with the
documentation regarding the applicable hosted service. If You purchase a Software. Units may be linked to a specific, identified Server or an Instance of
Hosted Service subscription, the foregoing limited warranty may not apply but the Software.
You may be entitled to support services in connection with the Hosted Service Shrinkwrap License (SR). You may install and use the Software in accordance
as described further in your service description documents for the applicable with the terms and conditions of the applicable license agreements, such as
Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for "shrinkwrap" or "clickthrough" license accompanying or applicable to the
more information. Software ("Shrinkwrap License").

Hosted Service Heritage Nortel Software

THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED "Heritage Nortel Software" means the software that was acquired by Avaya as
SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL part of its purchase of the Nortel Enterprise Solutions Business in December
PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED 2009. The Heritage Nortel Software is the software contained within the list of
SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, Heritage Nortel Products located at https://support.avaya.com/licenseinfo
HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDER THE LINK "Avaya under the link "Heritage Nortel Products" or such successor site as designated
Terms of Use for Hosted Services" OR SUCH SUCCESSOR SITE AS by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to
DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO use Heritage Nortel Software provided hereunder solely to the extent of the
ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING authorized activation or authorized usage level, solely for the purpose specified
THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON in the Documentation, and solely as embedded in, for execution on, or for
BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING communication with Avaya equipment. Charges for Heritage Nortel Software
SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND may be based on extent of activation or use authorized as specified in an order
"END USER"), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING or invoice.
THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY,
YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH Copyright
ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH Except where expressly stated otherwise, no use should be made of materials
AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF on this site, the Documentation, Software, Hosted Service, or hardware
USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR provided by Avaya. All content on this site, the documentation, Hosted Service,
AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. and the product provided by Avaya including the selection, arrangement and
design of the content is owned either by Avaya or its licensors and is protected
Licenses by copyright and other intellectual property laws including the sui generis rights
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, relating to the protection of databases. You may not modify, copy, reproduce,
HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO, UNDER THE LINK "AVAYA republish, upload, post, transmit or distribute in any way any content, in whole
SOFTWARE LICENSE TERMS (Avaya Products)" OR SUCH SUCCESSOR or in part, including any code and software unless expressly authorized by
SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO Avaya. Unauthorized reproduction, transmission, dissemination, storage, and
DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, or use without the express written consent of Avaya can be a criminal, as well
PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA as a civil offense under the applicable law.
CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL
AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS
Virtualization Avaya Toll Fraud intervention
The following applies if the product is deployed on a virtual machine. Each If You suspect that You are being victimized by Toll Fraud and You need
product has its own ordering code and license types. Unless otherwise stated, technical assistance or support, call Technical Service Center Toll Fraud
each Instance of a product must be separately licensed and ordered. For Intervention Hotline at +1-800-643-2353 for the United States and Canada. For
example, if the end user customer or Avaya Channel Partner would like to additional support telephone numbers, see the Avaya Support website:
install two Instances of the same type of products, then two products of that https://support.avaya.com or such successor site as designated by Avaya.
type must be ordered.
Security Vulnerabilities
Third Party Components
Information about Avaya's security support policies can be found in the
"Third Party Components" mean certain software programs or portions thereof Security Policies and Support section of https://support.avaya.com/security.
included in the Software or Hosted Service may contain software (including
Suspected Avaya product security vulnerabilities are handled per the Avaya
open source software) distributed under third party agreements ("Third Party
Product Security Support Flow
Components"), which contain terms regarding the rights to use certain portions
(https://support.avaya.com/css/P8/documents/100161515).
of the Software ("Third Party Terms"). As required, information regarding
distributed Linux OS source code (for those products that have distributed Downloading Documentation
Linux OS source code) and identifying the copyright holders of the Third Party
For the most current versions of Documentation, see the Avaya Support
Components and the Third Party Terms that apply is available in the products,
Documentation or on Avaya's website at: https://support.avaya.com/Copyright website: https://support.avaya.com, or such successor site as designated by
or such successor site as designated by Avaya. The open source software Avaya.
license terms provided as Third Party Terms are consistent with the license
Contact Avaya Support
rights granted in these Software License Terms, and may contain additional
rights benefiting You, such as modification and distribution of the open source See the Avaya Support website: https://support.avaya.com for product or
software. The Third Party Terms shall take precedence over these Software Hosted Service notices and articles, or to report a problem with your Avaya
License Terms, solely with respect to the applicable Third Party Components to product or Hosted Service. For a list of support telephone numbers and contact
the extent that these Software License Terms impose greater restrictions on addresses, go to the Avaya Support website: https://support.avaya.com (or
You than the applicable Third Party Terms. such successor site as designated by Avaya), scroll to the bottom of the page,
and select Contact Avaya Support.
The following applies only if the H.264 (AVC) codec is distributed with the
product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT Trademarks
PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR
The trademarks, logos and service marks ("Marks") displayed in this site, the
OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i)
Documentation, Hosted Service(s), and product(s) provided by Avaya are the
ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC
registered or unregistered Marks of Avaya, its affiliates, its licensors, its
VIDEO") AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A
suppliers, or other third parties. Users are not permitted to use such Marks
CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS
without prior written consent from Avaya or such third party which may own the
OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC
Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and
VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY
product(s) should be construed as granting, by implication, estoppel, or
OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM
otherwise, any license or right in and to the Marks without the express written
MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.
permission of Avaya or the applicable third party.
Service Provider Avaya is a registered trademark of Avaya Inc.
THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER'S HOSTING All non-Avaya trademarks are the property of their respective owners. Linux®
OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED is the registered trademark of Linus Torvalds in the U.S. and other countries.
SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD
PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE
INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY
SUPPLIER. AN AVAYA CHANNEL PARTNER'S HOSTING OF AVAYA
PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF
THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY
SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE
OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO
INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT
THE AVAYA CHANNEL PARTNER'S EXPENSE, DIRECTLY FROM THE
APPLICABLE THIRD PARTY SUPPLIER.
WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS
HOSTING ANY PRODUCTS THAT USE OR EMBED THE H.264 CODEC OR
H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND
AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY
AND ALL RELATED FEES AND/OR ROYALTIES. THE H.264 (AVC) CODEC
IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE
PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES
NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE
WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC
VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A
PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO
PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS
GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL
INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE
OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.

Compliance with Laws

You acknowledge and agree that it is Your responsibility for complying with any
applicable laws and regulations, including, but not limited to laws and
regulations related to call recording, data privacy, intellectual property, trade
secret, fraud, and music performance rights, in the country or territory where
the Avaya product is used.

Preventing Toll Fraud

"Toll Fraud" is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or is not working on your company's behalf). Be aware
that there can 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.
 Contents

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2: Preparing for the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Upgrade scenarios supported for CMS 19.0 . . . . . . . . . . . . . . . . . . . . . 11
Software upgrades. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Platform upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Who must perform upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Software upgrade media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Platform upgrades media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Backing up the old system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Required customer-provided hardware . . . . . . . . . . . . . . . . . . . . . . . 14
Remote support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Troubleshooting and escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Communication Manager software and link compatibility . . . . . . . . . . . . . 15
Software considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Customization issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Checking for ACD 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Recording information about the old system . . . . . . . . . . . . . . . . . . . . 17
Communication Manager information . . . . . . . . . . . . . . . . . . . . . . 17
Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Activating the license for a CMS server . . . . . . . . . . . . . . . . . . . . . 19
Data storage allocation parameters . . . . . . . . . . . . . . . . . . . . . . . 20
Storage interval size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Data storage allocation for Forecasting . . . . . . . . . . . . . . . . . . . . . 21
Recording Master ACD for clock synchronization . . . . . . . . . . . . . . . 22
Printer administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Storage interval data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 3: Extracting data from the old system . . . . . . . . . . . . . . . . . . . . . 25

Preparing to extract data to tape . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Preparing to extract data to a USB storage device . . . . . . . . . . . . . . . . . 26
Verifying the USB storage device is recognized by CMS on Linux . . . . 26
Preparing to extract data to a network mount point. . . . . . . . . . . . . . . . . 29
Configuring an NFS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Linux NFS server configuration . . . . . . . . . . . . . . . . . . . . . . . . . 30
Extracting customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Upgrading Avaya Call Management System June 2019 5

Contents

Chapter 4: Deploying a new CMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Software upgrade reusing Dell or HPE hardware . . . . . . . . . . . . . . . . 41
Software upgrade reusing VMware hardware . . . . . . . . . . . . . . . . . . 41
Platform upgrade on new VMware hardware . . . . . . . . . . . . . . . . . . 42
Installing Avaya OA software (optional) . . . . . . . . . . . . . . . . . . . . . . . 42
Installing and administering unpreserved third-party and custom software . . . 42

Chapter 5: Mounting an extract device. . . . . . . . . . . . . . . . . . . . . . . . . . 45

Mounting a USB storage device on Linux . . . . . . . . . . . . . . . . . . . . . . 45
Mounting an NFS mount point on Linux . . . . . . . . . . . . . . . . . . . . . . . 45
Checking the status of the extract device . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 6: Copying and activating the customer’s administration and options . . . 49

Copying customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Activating customer options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Recovering from failed installation scripts . . . . . . . . . . . . . . . . . . . . . 55
Scripts that can be skipped and installed later . . . . . . . . . . . . . . . . . 56
Failures that require escalation to support . . . . . . . . . . . . . . . . . . . 57
Failures that occur when adding features . . . . . . . . . . . . . . . . . . . . 57
Removing temporary ACD 1 (optional). . . . . . . . . . . . . . . . . . . . . . . . 58
Turning on CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Authorizing and administering WebLM . . . . . . . . . . . . . . . . . . . . . . . 59
Configuring EASG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Starting the CMS Supervisor Web client . . . . . . . . . . . . . . . . . . . . . . . 63
Web client certificate management. . . . . . . . . . . . . . . . . . . . . . . . 63
Verifying that CMS is operating. . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Updating the ECH public key file . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Updating the switch setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Updating DUAL IPs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Updating unmeasured trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Updating storage interval data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Checking manual merge discrepancies . . . . . . . . . . . . . . . . . . . . . . . 66
Removing the upgrade files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Migrating customer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Copying the full maintenance backup with the RTC or RTM tools . . . . . . . 67
Copying the full maintenance backup with the RTC tool . . . . . . . . . . 68
Copying the full maintenance backup with the RTM tool . . . . . . . . . . 68
Migrating system administration data . . . . . . . . . . . . . . . . . . . . . . 69

Upgrading Avaya Call Management System June 2019 6

 Contents

Migrating agent and call center administration data . . . . . . . . . . . . . . 70

Replacing the customer’s media . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Configuring alarming options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Turning the upgraded system over to the customer . . . . . . . . . . . . . . . . 72

Chapter 7: Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CMS and CMS Supervisor Documents . . . . . . . . . . . . . . . . . . . . . . 73
Avaya Converged Platform Documents . . . . . . . . . . . . . . . . . . . . . 76
WebLM Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
VMware Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Related links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Finding documents on the Avaya Support website . . . . . . . . . . . . . . . 78
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Avaya Documentation Portal navigation . . . . . . . . . . . . . . . . . . . . . 79
Viewing Avaya Mentor videos. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Related links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Using the Avaya InSite Knowledge Base . . . . . . . . . . . . . . . . . . . . 81

Appendix A: Blank data forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
CMS authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
ACD configuration setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Data storage allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Storage intervals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Backup device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Appendix B: Data migration tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

All tables combined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
System administration tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Agent/call center administration tables . . . . . . . . . . . . . . . . . . . . . . . 101
Historical tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Tables not migrated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Upgrading Avaya Call Management System June 2019 7

Contents

Upgrading Avaya Call Management System June 2019 8

Chapter 1: Introduction

Purpose
This document describes how to upgrade an Avaya Call Management System (CMS) Release
R15 or later deployment to a CMS R19.0 deployment. The upgrade uses the CMS Upgrade
Express feature of CMS. CMS supports the following upgrade scenarios:
● Software-only upgrade re-using the same hardware or VMware deployment.
● Upgrading old hardware with a CMS R19.0 VMware deployment.
Note:
Note: Base Load upgrades are not used to upgrade to CMS 19.0.
This document is intended for implementation engineers and system administrators.

Upgrading Avaya Call Management System June 2019 9

Chapter 1: Introduction

Upgrading Avaya Call Management System June 2019 10

Chapter 2: Preparing for the upgrade

Before you start an upgrade, use the following checklist of topics to prepare for the upgrade:

Topic

Upgrade scenarios supported for CMS 19.0 on page 11

Who must perform upgrades on page 13
Required customer-provided hardware on page 14
Remote support on page 15
Troubleshooting and escalation on page 15
Communication Manager software and link compatibility on page 15
Software considerations on page 16
Customization issues on page 16
Checking for ACD 1 on page 16
Storage interval data on page 22

Upgrade scenarios supported for CMS 19.0

CMS supports the following upgrade scenarios:
● Software Upgrades - Upgrading from an older CMS software release and retaining the
same hardware server or VMware server. You will back up the customer data, use
software discs and a CMS OVA file to install the new Linux OS and CMS software, then
migrate the customer data.
● Platform Upgrades - Upgrading from an older CMS software release and installing a new
VMware server, either a customer-provided server or an Avaya Converged Platform
server. You will back up the customer data, use software discs and a CMS OVA file to
install the new Linux OS and CMS software, then migrate the customer data.
For more information about upgrades on VMware systems, see Deploying Avaya Call
Management System.

Upgrading Avaya Call Management System June 2019 11

Chapter 2: Preparing for the upgrade

Software upgrades
The CMS upgrade process reuses existing CMS hardware that can support the new CMS 19.0
software. The following models of hardware can support CMS 19.0, regardless of their current
CMS release:
● Avaya Converged Platform Vmware servers
● Customer-provided Vmware servers
● Dell R630
● Dell R730
● HPE DL20 G9
● HPE DL380 G9
For information about doing a CMS software upgrade, see Planning for Avaya Call
Management System Upgrades and Upgrading Avaya Call Management System.

Platform upgrades
CMS R19.0 supports platform upgrades from CMS 15.x, 16.x, 17.x and 18.x, regardless of what
hardware the CMS software currently resides.
Note:
Note: Contact your Avaya account team if you need to upgrade from CMS releases
older than 15.x.
For information on platform upgrades, see Planning for Avaya Call Management System
Upgrades and Upgrading Avaya Call Management System.

Base load upgrades

Base Load upgrades are not used to upgrade to CMS 19.0.

Upgrading Avaya Call Management System June 2019 12

 Who must perform upgrades

Who must perform upgrades

Avaya-approved business partners, with Avaya Support Professional Specialist (ASPS)
certification, are authorized to perform CMS implementations and upgrades.

! Important:
Important: If these procedures are performed by nonauthorized personnel, the following
consequences might occur:
- You might permanently lose data.
- The CMS system might be put in a nonfunctioning state for some time.
- You might be billed additional time and material expenses by Avaya.

Software upgrade media

A software upgrade kit includes the software disc used to perform the upgrade procedures and
a bootable CMS R19.0 Kickstart disc for your OS that is used to create the CMS R19.0
instance. Use the new blank hard disks to replace the hard disks in your existing platform. Verify
that you have the proper number and type of disks for your platform.The software media
includes the software disc used to perform the upgrade procedures. The kit also includes a
bootable disc for your OS that is used to create the CMS R19.0 instance on the new hard disks.
For Linux platforms, the disc is the CMS R19.0 Kickstart disc.

Platform upgrades media

A platform upgrade kit includes CMS R19.0 software media for Linux systems. For a platform
upgrade, the customer must provide a new VMware system or order a new Avaya Converged
Platform VMware system. You will then download and install CMS R19.0 software for
VMware.For more information about installing a new VMware system, see Deploying Avaya
Call Management System.

Backing up the old system

To move data from the old system to the new system, the customer must either back up the old
system on tape or use NFS backup. NFS backup is supported on CMS R16.2 or later.

Upgrading Avaya Call Management System June 2019 13

Chapter 2: Preparing for the upgrade

! Important:
Important: When using NFS for backups on CMS 18.0.2 or later, you must use NFS Version
4 (v4). When upgrading from an older version of CMS that supports an older
version of NFS, you must upgrade your NFS setup to NFS v4 after you upgrade
your system.
When backing up to tape on a current platform in preparation for an upgrade to a platform that
does not support tape backups, to VMware for example, you will use the Remote Tape Copy
(RTC) or Remote Tape Migration (RTM) tools mentioned later in this document.

! Important:
Important: All tape backups must be completed before calling CMS provisioning. LAN
backups cannot be used for data migration in this procedure.
The CMSADM backup is usually done the night before the upgrade.
The full maintenance backup is usually scheduled to run overnight the night before the upgrade.
However, if an incremental backup is not being done, run the full maintenance backup just
before the upgrade.
The incremental backup, if required, is done just prior to the old system being turned over to
thetechnician and remote engineering support personnel. Any data collected after this
incremental backup will not be migrated to the new system.
For instructions on how to back up the customer data, see the CMSADM backup procedures for
the current release in Maintaining and Troubleshooting Avaya Call Management System.

Required customer-provided hardware

You must connect the following hardware to the system and make it operational before you start
the upgrade:
● Monitor
● Keyboard
● Mouse
● Remote access device (Modem, SAL)

Upgrading Avaya Call Management System June 2019 14

 Remote support

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

Troubleshooting and 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 virtual system, reconnect the Communication
Manager llinks to the old system, and bring the old system back up under the old CMS
load.

Communication Manager software and link compatibility

CMS R19.0 supports Communication Manager releases 6.x, 7.x, and 8.x. The CMS upgrades
extract tool recognizes any incompatibility with the Communication Manager releases during
the upgrade process. The tool requires 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 start the upgrade.

! Important:
Important: If the host name or IP address and TCP port information is not known during the
CMS upgrade, you can enter fictitious information to get through the upgrade.
The Communication Manager links do not become active until you update the
Communication Manager setup information with accurate information.

Upgrading Avaya Call Management System June 2019 15

Chapter 2: Preparing for the upgrade

Software considerations
The Expanded AUX software, at one time separate purchasable items, are now part of the
standard CMS package.

Customization issues
The upgrade process does not preserve third-party software packages and customizations,
such as pseudo-ACDs. The customer or Avaya Professional services must collect, reinstall,
recompile, and reconfigure any nonstandard CMS software after the upgrade is completed and
approved.

! CAUTION:
CAUTION: If Operational Analyst (OA) is installed, you must engage an Avaya resource for
reinstallation. OA is a custom application that must be reinstalled after a CMS
upgrade.
The customer data that the administrator copies during the upgrade procedure includes the
following information:
● User login IDs and passwords
● System name and IP address
● Printer administration
● CMS administration, setup, and feature installations
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/fstab (Linux) is saved in the
cvuelog file.

Checking for ACD 1

You cannot upgrade a system when the administrator does not administer ACD 1. To determine
whether the system has 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 shows whether ACD 1 is administered.

Upgrading Avaya Call Management System June 2019 16

 Recording information about the old system

● If ACD1 exists, continue with Storage interval data on page 22.

● If ACD1 does not exist, continue with Step 3.
3. To add temporary ACD 1:
a. Enter:
cmsadm
b. Select the number that corresponds to the acd_create option.
This command adds the first unassigned ACD, which is ACD 1.
c. Enter the switch name and switch model. Enable vectoring and disconnect
supervision. Enter 1 for the local port and enter 1 for the remote port.
d. Select TCP/IP for the link device and use an invalid IP address, it is acceptable to
assign an invalid IP address since the temporary ACD will be deleted after the
upgrade.
e. For the remaining options, use the defaults or minimum values.

Recording information about the old system

You must record the following information from the old system to use when you provision the
new system:
● Communication Manager information on page 17
● Authorizations on page 18
● Data storage allocation parameters on page 20
● Storage interval size on page 21
● Data storage allocation for Forecasting on page 21
● Recording Master ACD for clock synchronization on page 22
● Printer administration on page 22
● Storage interval data on page 22
Use the blank forms provided at the end of this document to record this information. See
Appendix A: Blank data forms on page 83.

Communication Manager information

To display Communication Manager information about each ACD on the old system:
1. Log on as root.

Upgrading Avaya Call Management System June 2019 17

Chapter 2: Preparing for the upgrade

2. Enter:
cmssvc
The system displays the CMS Services menu.
3. Enter the option number for swinfo.
The system displays a list of the administered ACDs, similar to the following display:

Select an ACD
1)acd_number_1
2)acd_number_2
Enter choice (1-2) or q to quit:

4. Enter the number that corresponds to the ACD for which you want information.
The system displays the switch administration data for the selected ACD. For example:

Switch administration for acd 1:

Switch name: acd_number_1
Switch model: Communication Mgr R3
Vectoring: y
Expert Agent Selection: y
Central office disconnect supervision: y
Local port: 1
Remote port: 1
Link: TCP/IP acd_number_1 5001

5. Repeat this procedure for each ACD that was administered on the old system.

Authorizations
The auth_display option allows you to display current CMS authorizations.
To display the current CMS authorizations:
1. Enter:
cmssvc
The system displays the CMS Services menu.
2. Select the auth_display option.
The system displays current authorizations for CMS features and capacities. The options
for authorization status are as follows:
● Authorized — The feature is purchased, and authorization is turned on.
● Not authorized — The feature is not purchased, or authorization is not turned on.
● Installed — The feature is authorized, and the software to support the feature is
installed. For External Call History, the display notes if the feature is on or off.

Upgrading Avaya Call Management System June 2019 18

 Recording information about the old system

3. Use the blank form CMS authorizations on page 84 to record the current authorizations.

Activating the license for a CMS server

Each CMS deployment must have its own license file on the WebLM server. Enterprise
licensing is not support for CMS. That is, multiple CMS deployments cannot share one license
file.
Before you begin
Get the following information:
● SAP order number
● License activation code (LAC)
● WebLM server host ID
Note:
Note: The SAP order number and the WebLM server host ID must be listed under the
same Company ID.
Procedure
1. In a browser window, navigate to the PLDS site:
2. Log on to PLDS using your customer ID and password.
3. Navigate to Assets > View Entitlements.
PLDS displays the Search Entitlements screen.
4. Search for your license entitlement using one of the following criteria:
● SAP order number
● Sold to number
● License activation code
You can also use Advanced Search to find a license entitlement.
5. Click Search Entitlements.
PLDS displays the known license entitlements based on the search criteria.
6. For the customer’s entitlement record, click Options > Activate.
PLDS displays a list of possible entitlements.
7. Select the entitlement for CMS release for which you are installing or upgrading.
8. Click Activate.
PLDS displays the Search License Hosts screen. The available license hosts for the
Company ID are displayed on this screen.

Upgrading Avaya Call Management System June 2019 19

Chapter 2: Preparing for the upgrade

Note:
Note: You can also download a license file and install the file manually. For more
information, see Deploying Avaya Call Management System.
9. Select one of the displayed license hosts or create a new host by clicking Add a License
Host.
10. Click Next.
PLDS displays a registration summary screen.
11. Click Next.
PLDS displays the Activate Entitlements screen.
12. Select the quantity of each entitlement you want to activate.
13. Click Next.
14. Add notes for the activation, if needed.
15. Click Finish.

Data storage allocation parameters

To check the data storage allocation parameters for each ACD on the old system:
1. Log on to CMS.
The system displays the CMS main menu.
2. Select the System Setup option.
The system displays the System Setup menu.
3. Select the Data Storage Allocation option.
The system displays the Data Storage Allocation window.
4. Press F3 (Commands) to display the print menu. Print the window and save the printout. If
you cannot print the record, use the blank form Data storage allocation on page 87 to
record the information.
5. Press F3, Options > Current ACD, to select another ACD.
6. Repeat this procedure for each ACD.

Upgrading Avaya Call Management System June 2019 20

 Recording information about the old system

Storage interval size

To check the storage interval size for each ACD on the old system:
1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display
the menu.
The system displays the CMS main menu.
2. Select the System Setup option.
The system displays the System Setup menu.
3. Select the Storage Intervals option.
The system displays the Storage Intervals window.
4. Press F3 (Commands) to display the print menu. Print the window and save the printout. If
you cannot print the record, use the blank form Storage intervals on page 88 to record the
information.
5. Press F3, Options > Current ACD, to select another ACD.
6. Repeat this procedure for each ACD.

Data storage allocation for Forecasting

You must check the data storage allocation for the Forecasting package if it is installed on the
old system.
To check the data storage allocation for the Forecasting package on the old system:
1. Return to the CMS main menu. If you are already in CMS, press F8 (Main Menu) to display
the menu.
The system displays the CMS main menu.
2. Select the Forecast option.
The system displays the Forecast menu.
3. Select the Administration option.
The system displays the Administration menu.
4. Select the Data Storage Allocation option.
The system displays the Data Storage Allocation window.
5. Press F3 (Commands) to display the print menu. Print the window and save the printout.
6. Press F3, Options > Current ACD, to select another ACD.
7. Repeat this procedure for each ACD.

Upgrading Avaya Call Management System June 2019 21

Chapter 2: Preparing for the upgrade

Recording Master ACD for clock synchronization

You must preserve the master clock ACD information so that you can readminister it after the
upgrade:
1. Log on to CMS.
2. Select System Setup > CMS State to display the Master ACD clock information.
3. Record the ACD displayed in the Master ACD for clock synchronization field.
/etc/sysconfig/network-scripts/ifcfg-eth*
If the old system uses NIS or NISplus, record the networking information for those features.

Printer administration
Customers moving to Linux who require printers need custom work to set up a printer using
Linux cups. Avaya Professional Services can help with setting up a printer on Linux.
To check the current printer administration:
1. Use the following command to display a list of administered printers:
lpstat -t | more
2. Based on the displayed printer names, use the following command to display the printer
type and speed for each of the printers:
lpstat -p <name> -l | more
3. Use Maintenance > Backup/Restore Devices to display the current default printer
device. Record that information to administer on the new system.
If the old system is using network printers, contact Avaya Professional Services for assistance
recording information about those printers. Avaya Professional Services reinstalls network
printers on the new system.

Storage interval data

During an upgrade, not all storage interval data is preserved. The majority of the storage
interval data is preserved in the storage.def file. However, the information for the data
summarizing time, switch time zone offset, and master clock ACD are not part of the
storage.def file.
To record this information so you can readminister it after the upgrade:
1. Log on to CMS.

Upgrading Avaya Call Management System June 2019 22

 Recording information about the old system

2. Select System Setup > CMS State to display the Master ACD clock information.
3. Record the ACD displayed in the Master ACD for clock synchronization field.
4. For each ACD, Select System Setup > Storage Intervals to display the storage interval
data for the ACD.
5. Record the Data summarizing time and the Switch time zone offset. You can print the
screens to record the data.
6. Repeat Steps 4 and 5 for each ACD.

Upgrading Avaya Call Management System June 2019 23

Chapter 2: Preparing for the upgrade

Upgrading Avaya Call Management System June 2019 24

Chapter 3: Extracting data from the old
system

To minimize the time that CMS is out of service during the upgrade, you can extract the
customer’s administration and options while the CMS is operating.

! Important:
Important: Do not allow the customer to make any administration changes once the extract
process starts.

! Important:
Important: When remote personnel such as CMS Provisioning support the upgrade, stop
here and contact the provisioning group. When remote personnel support the
upgrade, the remote personnel use the system commands in this section to
monitor the progress of the upgrade. Run the commands from the local console
only when instructed or when there is no remote support.
Perform one of the following procedures:
● If the extract device is a tape drive, continue with Preparing to extract data to tape on
page 25.
● If the extract device is a USB storage device, continue with Preparing to extract data to a
USB storage device on page 26.
● If the extract device is a network mount point, continue with Preparing to extract data to a
network mount point on page 29.

Preparing to extract data to tape

CMS supports backups to tape on any Dell (Linux), or HPE (Linux) deployments. CMS does not
support backups to tape on VMware deployments.
To extract the customer's administration and options to tape:
1. For the tape being used with the upgrade, check for the following requirements:
● Ensure that you are using the correct tape.
● Ensure that the tape is not write-protected.
2. You must read the following Important note before running the command in this step:

Upgrading Avaya Call Management System June 2019 25

Chapter 3: Extracting data from the old system

! 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 SaS ID. To prevent
using the wrong tape drive, remove the tapes from any other tape drives.
Label the blank tape “Upgrade Extract,” and insert the tape into the tape drive.
3. Continue with Extracting customer data on page 32.

Preparing to extract data to a USB storage device

CMS supports backups to USB storage devices on a Dell (Linux), or HPE (Linux) deployments.
CMS does not support backups to USB storage devices on VMware deployments.
The customer is responsible for the proper configuration of the USB storage device and
connectivity to the CMS server.
● For Dell deployments, the USB storage device must be formatted as ext4.
USB storage devices used to extract data must be readable on the new deployment hardware if
you are upgrading to new hardware. If you are upgrading on the same hardware, compatibility is
not an issue.

! Important:
Important: It is the responsibility of the customer to ensure that the CMS system detects the
USB storage device and users can perform read and write operations to and from
the USB storage device. This document provides information as a reference to
aid in troubleshooting USB storage device recognition issues but the customer
should NOT contact Avaya to resolve any issues with USB storage devices.
Instead, the customer system administrator must resolve any USB storage device
issues. Ensure you can write to and read from the installed USB storage devices
before performing any Maintenance or CMSADM backups.

Verifying the USB storage device is recognized by CMS on Linux

1. Insert the USB storage device.

Upgrading Avaya Call Management System June 2019 26

 Preparing to extract data to a USB storage device

2. Enter:
fdisk -l
The system displays information similar to the following:

Disk /dev/sda: 598.9 GB, 598879502336 bytes

255 heads, 63 sectors/track, 72809 cylinders
Units = cylinders of 16065 * 512 = 8225280 bytes
Sector size (logical/physical): 512 bytes / 512 bytes
I/O size (minimum/optimal): 512 bytes / 512 bytes
Disk identifier: 0x000537a2

Device Boot Start End Blocks Id System

/dev/sda1 * 1 73 583676+ 83 Linux
Partition 1 does not end on cylinder boundary.
/dev/sda2 73 1379 10485756+ 83 Linux
/dev/sda3 1379 2684 10485756+ 83 Linux
/dev/sda4 2684 72810 563287040 f W95 Ext'd (LBA)
/dev/sda5 2684 3729 8388604+ 82 Linux swap
/dev/sda6 3729 27950 194559996+ 83 Linux
/dev/sda7 27950 32128 33554428+ 83 Linux
/dev/sda8 32128 35522 27262972+ 83 Linux
/dev/sda9 35522 37610 16777212+ 83 Linux
/dev/sda10 37610 39169 12517372+ 83 Linux
/dev/sda11 39169 72810 270225408 83 Linux

Disk /dev/sdb: 64.7 GB, 64692944896 bytes

64 heads, 32 sectors/track, 61696 cylinders
Units = cylinders of 2048 * 512 = 1048576 bytes
Sector size (logical/physical): 512 bytes / 512 bytes
I/O size (minimum/optimal): 512 bytes / 512 bytes
Disk identifier: 0x00000000

The USB device is shown as /dev/sdb.

3. Determine the file system type of the USB storage device. Enter:
blkid DevicePath
Where DevicePath is the path to the USB device, for example, /dev/sdb. The system
displays information similar to the following:

/dev/sdb: UUID="40e1a52d-cf6e-4256-8c4d-f357a8f5eb69" TYPE="ext4"

4. Do one of the following:

● If the TYPE value is blank, continue with Step 5.
● If the TYPE value is ext2, ext3, or ext4, continue with Step 6.

Upgrading Avaya Call Management System June 2019 27

Chapter 3: Extracting data from the old system

5. Create the ext4 file system on the USB storage device: Enter:
mkfs -t ext4 DevicePath
Where DevicePath is the path to the USB device, for example, /dev/sdb.

! CAUTION:
CAUTION: Creating a file system on the USB storage device will overwrite all data on the
USB storage device and all data will be lost. Be sure you are certain you want to
remove all data on the USB storage device. If you do not want to remove the data
on the USB storage device, replace the USB storage device with a different USB
device that can be formatted, and restart this procedure from Step 1.
Note:
Note: Formatting the USB device may take a long time depending on the speed and
size of the USB device.
The system displays information similar to the following:

mke2fs 1.41.12 (17-May-2010)

/dev/sdb is entire device, not just one partition!
Proceed anyway? (y,n) y
Filesystem label=
OS type: Linux
Block size=4096 (log=2)
Fragment size=4096 (log=2)
Stride=0 blocks, Stripe width=0 blocks
3948544 inodes, 15794176 blocks
789708 blocks (5.00%) reserved for the super user
First data block=0
Maximum filesystem blocks=4294967296
482 block groups
32768 blocks per group, 32768 fragments per group
8192 inodes per group
Superblock backups stored on blocks:
32768, 98304, 163840, 229376, 294912, 819200, 884736, 1605632,
2654208,
4096000, 7962624, 11239424

Writing inode tables: done

Creating journal (32768 blocks): done
Writing superblocks and filesystem accounting information: done

Note:
Note: This filesystem will be automatically checked every 28 mounts or 180 days,
whichever comes first. Use tune2fs -c or tune2fs -i to override.
6. Mount the USB storage device.
a. On the CMS server, create the mount point if the mount point does not exist. Enter:
mkdir /CUE_extract_dir

Upgrading Avaya Call Management System June 2019 28

 Preparing to extract data to a network mount point

b. To mount the USB storage device, enter:

mount DevicePath /CUE_extract_dir
Where DevicePath is the path to the USB device, for example, /dev/sdb.
c. To verify USB storage device is mounted, enter:
ls -l /CUE_extract_dir
The USB storage device directory should display a message similar to the following:

drwx------ 2 root root 8192 Oct 8 15:33 lost+found

7. Continue with Extracting customer data on page 32.

Preparing to extract data to a network mount point

CMS supports backups to network mount points on all deployments. The customer is
responsible for the proper configuration of network mount points and connectivity to the CMS
system.

! Important:
Important: Contact your system administrator before creating any shared mount points or
network mount points. It is the responsibility of the customer to determine if any
security violations will be made by creating share points and allowing other
systems on the network to access the share points. Creating and sharing mount
points should only be performed by experienced personnel.
It is the responsibility of the customer to ensure that the CMS system detects the
network mount point and users can perform read and write operations to and from the
network mount point. This document provides information as a reference to aid in
troubleshooting network mount point recognition issues but you should NOT contact
Avaya to resolve any issues with your network mount points. Instead, contact your
system administrator to resolve any network mount point issues. Be sure you can write
to and read from network mount points before performing an extract to the mount
point.

Upgrading Avaya Call Management System June 2019 29

Chapter 3: Extracting data from the old system

Configuring an NFS server

! Important:
Important: When using NFS for backups on CMS 18.0.2 or later, you must use NFS Version
4 (v4). When upgrading from an older version of CMS that supports an older
version of NFS, you must upgrade your NFS setup to NFS v4 after you upgrade
your system.
The customer is responsible for the correct configuration and connectivity between the NFS
server and CMS system. Keep in mind the following points when you use NFS mounted
directories:
● The NFS mount point must be accessible from the CMS system.
● The directory path used when administering an NFS Back Up Device must exist on the
NFS server.
The following procedures provide basic information about configuring a NFS server and CMS
system to support CMS upgrade extracts to NFS servers:
● If the network server is Linux, continue with Linux NFS server configuration on page 30.

Linux NFS server configuration

! Important:
Important: When using NFS for backups on CMS 18.0.2 or later, you must use NFS Version
4 (v4). When upgrading from an older version of CMS that supports an older
version of NFS, you must upgrade your NFS setup to NFS v4 after you upgrade
your system.
Perform the following steps on the Linux network server.
Note:
Note: These steps are not performed on the CMS system. These steps are performed
on the NFS server which must be a separate, non-CMS, customer provided Linux
computer.
1. On the NFS server, create the network mount point, enter:
mkdir /network_server_mt_pt_dir

Upgrading Avaya Call Management System June 2019 30

 Preparing to extract data to a network mount point

2. Set the permissions for the network_server_mt_pt_dir, enter:

chmod 755 /network_server_mt_pt_dir
chown nobody:nobody /network_server_mt_pt_dir
Example:
chmod 755 /CUE_NFS_dir
chown nobody:nobody /CUE_NFS_dir
Note:
Note: Later, if you are unable to write to the network mount point on the CMS server
indicated by a “Permission denied” message on the CMS server, you will need to
set the owner and group to nfsnobody. Enter:
chown nfsnobody:nfsnobody /network_server_mt_pt_dir
3. To allow other systems to access the network_server_mt_pt_dir:
a. vi /etc/exports
b. Append the Linux network mount point information to the bottom of the file:
/network_server_mt_pt_dir <CMS_FQDN>(rw,sync)
Example: /CUE_NFS_dir trapper1.dr.avaya.com(rw,sync)
c. Write and save the file.
4. To configure NFS and portmap to start on reboot:
a. Log in as root.
b. At the command line, enter: ntsysv
c. The system starts a GUI interface. Scroll through the list provided and verify that the
nfs and portmap options are selected. These two options should be marked with an x.
d. Enter TAB to highlight OK.
e. Click OK.
5. Starting the NFS service:
Note:
Note: When the /etc/exports file is changed, you must stop and start the NFS
server.
a. If the NFS service is not running, enter:
/etc/init.d/nfs start
b. If the NFS service is running, enter:
/etc/init.d/nfs restart
6. To verify the network service is running, enter:
service nfs status

Upgrading Avaya Call Management System June 2019 31

Chapter 3: Extracting data from the old system

Perform the following steps on the CMS system.

7. On the CMS system, create the network mount point directory, enter:
mkdir /CUE_extract_dir
8. To mount the Linux NFS server, enter the following command on a single line:
mount -F nfs -o vers=3 <network_server_ip_address>:
/network_server_mt_pt_dir /CUE_extract_dir
Example:
mount -F nfs -o vers=3 xxx.xxx.xxx.xxx:/CUE_NFS_dir
/CUE_extract_dir
9. To change to the network server mount point directory, enter:
cd /CUE_extract_dir
10. To list the contents of the network server mount point directory, enter:
ls -l
Note:
Note: There should be adequate space on the NFS server to extract the CMS upgrade
data. The cvue_extract process displays a message showing the amount of
space needed for the extracted data after all the extract information has been
collected. If there is an insufficient amount of space the available space value will
be displayed along with the needed space value.
11. To unmount a network server mount point directory, enter:
umount /CUE_extract_dir
12. Continue with Extracting customer data on page 32.

Extracting customer data

1. To begin the extract process, perform one of the following actions:
● If doing the upgrade from the local console, log in as root.
● If doing the upgrade remotely:
a. Log in as cmssvc.
b. Enter the appropriate password.
c. Enter:
su - root
d. Enter the appropriate password.

Upgrading Avaya Call Management System June 2019 32

 Extracting customer data

2. Enter:
cd /
3. Insert the upgrade software disc labeled r19cue1X.N.
4. Do the following:
● On Linux, enter the following commands:
mount /dev/dvd /mnt
cd /mnt
./cvue_extract
The extract process starts. The system displays a message similar to the following
example:

Beginning cvue_extract pre-check. Please wait…

Pre-check completed.
Using /var/tmp/new as temporary directory, space needed is XXXXX blocks.

CUE VERSION: r19cue1x.n

Current CMS Version is: ryyxx.x

5. The extract process first verifies whether CMS R19.0 supports the platform you are
upgrading. One of the following conditions occur:
● If the platform is supported for CMS upgrades, the system displays the following
message and the process continues with Step 7.

Checking for valid platform (get_server_platform)

Your system is a(n) Platform_Type.

● If the platform is not supported, the system displays a message similar to the following
example. You cannot continue with the CMS upgrade:

***WARNING***
You are upgrading from a hardware platform that is not supported by CMS R19. To upgrade
to CMS R19, you must install on a new CMS R19 platform that is sized for your
capacities, which could include the Dell R730, R630, R220, HP DL380P G9, or VMware. Do
not continue if you do not have the proper platform for upgrade available.
Do you want to continue? (y or n) :

6. Enter y to continue with the upgrade or n to stop the upgrade until you have the correct
hardware ready for the upgrade.

Upgrading Avaya Call Management System June 2019 33

Chapter 3: Extracting data from the old system

7. The extract process next runs the CMS converter tool. The system displays messages
similar to the following example:

Continuing with CMS Upgrade Express ...

Admin data will be saved
/var/tmp/new/adminsave/cmsadmin.saved
Converter completed successfully.

8. The extract process determines if ACD 1 is administered. One of the following conditions
occur:
● If the system does not display error messages, ACD 1 is administered, and the extract
continues with Step 9.
● If the system displays the following error messages, ACD 1 is not administered, and
you must temporarily add ACD 1:

ERROR:
ACD 1 is currently administered as a skipped ACD.
CUE cannot upgrade when ACD 1 is a skipped ACD.
Please run cmsadm, add a temporary ACD 1, then run
“./cvue_extract” again.
#

To add temporary ACD 1:

a. Enter:
cmsadm
b. Select the number that corresponds to the acd_create option.
This option adds the first unassigned ACD, which is ACD 1 in this example.
c. Enter the switch name and switch model. Enable vectoring and disconnect
supervision. Enter 1 for the local port and enter 1 for the remote port.
d. When you select a link device, use TCP/IP with an invalid IP address, Since the
ACD is deleted after the upgrade, it is acceptable to assign an invalid IP address.
e. For the remaining options, use the defaults or minimum values.
f. Return to Step 4 and start the extract process again.
9. You might need to upgrade the ACDs when you upgrade CMS. The extract process
checks each ACD to determine if any of the ACDs are administered with a switch model of
Communication Manager 5.2 or earlier.
One of the following conditions occur:

Upgrading Avaya Call Management System June 2019 34

 Extracting customer data

● If this release of CMS supports all the ACDs, the extract continues with Step 16.
● If any ACD is administered using an unsupported switch model, the system displays
messages shown in the following example:

The switch release <product><release> administered for <acd_name> (ACD <acd_number>)

is no longer supported.

Select the model of switch for this ACD

1) Communication Mgr 6.x
2) Communication Mgr 7.x
3) Communication Mgr 8.x
Enter choice (1-3): 3

10. Enter the upgraded switch model for the ACD.

One of the following conditions occur:
● If another ACD is administered using an unsupported switch model, the extract returns
to Step 9.
● If no other ACDs are administered using an unsupported switch model, the extract
continues with Step 11.
11. Enter the host name or IP address of the switch.
The system displays messages similar to the following example:

You have entered the following TCP/IP information for <acd_name> (ACD <acd number>):
*************************************
Host name or IP address: <host_name or IP_address>
*************************************

If you would like to make changes to the entry above,

enter choice (y or n) (default: n):

12. Perform one of the following actions:

● If the assignment is correct, press Enter. The extract continues with Step 16.
● If the assignment is not correct, enter y. The following messages are displayed and the
extract returns to Step 11.

CMS Upgrade Express is now returning to TCP/IP information prompts...

Revising TCP/IP Host Name <host_name or IP_address> per user request ...

Enter switch host name or IP Address or q to quit:

13. The system displays the following message:

Enter switch TCP port number (5001-5999 or q to quit): (default: 5001)

Upgrading Avaya Call Management System June 2019 35

Chapter 3: Extracting data from the old system

14. Enter the switch TCP port number.

The system displays messages similar to the following example:

You have entered the following TCP/IP information for <acd_name> (ACD <acd number>):
*************************************
TCP Port Number: <port_number>
*************************************

If you would like to make changes to the entry above,

enter choice (y or n) (default: n):

15. Perform one of the following actions:

● If the assignment is correct, press Enter. The system displays the following message.

...CMS Upgrade Express is updating <acd_name> (ACD <acd number>) with TCP/IP switch
information.

One of the following conditions occur:

- If there are more ACDs that must be converted to TCP/IP, the extract returns to
Step 11.
- If there are no more ACDs that must be converted to TCP/IP, the extract continues
with Step 16.
● If the assignment is not correct, enter y. The system displays the following messages
and the extract returns to Step 14.

CMS Upgrade Express is now returning to TCP/IP information prompts...

Revising TCP Port Number <port_number> per user request ...

Enter switch TCP port number (5001-5999 or q to quit): (default: 5001)

Upgrading Avaya Call Management System June 2019 36

 Extracting customer data

16. Extracting the administration files takes several minutes. When extraction is complete, the
system displays the following message:

NOTE: Be sure to review the cvuelog for any files

to be merged manually in the upgraded system.

The extract process determines if Visual Vectors server software is currently installed on
the old system. If Visual Vectors server software is detected, the system displays the
following message:

INFORMATION:
CUE has detected the existence of the Visual Vectors package.
Visual Vectors is no longer supported for CMS. Files under the
/opt/cc/aas/vector directory will NOT be preserved during this upgrade.

! CAUTION:
CAUTION: CMS does not support Visual Vectors. Inform the customer that they can not use
Visual Vectors with the new release of CMS.
17. The extract process determines if alarm administration data needs to be migrated. If the
customer has custom alarms, the administration data is preserved. The system displays
the following message:

Alarm admin data will be migrated. Alarm logs will be preserved.

18. The extract process continues and the system displays the following message:

NN blocks
NNNNN blocks

19. The extract process continues and the system displays the following messages:

.
.
.
CMS default backup device will be checked.

Serial printers will be administered

20. The extract process continues and the system displays the following messages:

Merging cvue_file_properties with cvuelog

Copying admin data.

Need XXXXX blocks to save admin data

Upgrading Avaya Call Management System June 2019 37

Chapter 3: Extracting data from the old system

! Important:
Important: The above message displays the amount of available space needed on the
extract device for the extract process to successfully write the extract file to the
extract device. The extract process fails If there is not sufficient space on the
extract device. Verify that the extract device has the amount of space that
displayed in the above message.
21. The extract process prompts you to select an extract device type:

Choose an extract device:

1) Tape
2) Other
Enter choice (1-2):

● If the extract device is a tape drive, enter the number associated with the Tape option and
continue with Step 22.
● If the extract device is a USB storage device or a network mount point, enter the number
associated with the option Other and continue with Step 26.
22. The system displays the following message about supported tape drives:

##### WARNING #####

Only the following tape drives will be supported in CMS:

40+ GB Tape drive

You must use a supported tape drive to continue with the CUE upgrade.

Enter (q) to quit, any other key to continue:

23. Perform one of the following actions:

● If the tape drive you are using is not supported, press q. You cannot do a upgrade.
Escalate through Avaya support.
● If the tape drive you are using is supported, press Enter to continue.

Tip:
Tip: To track the progress of the extract from a different XTERM window, from a
remote terminal, or from a local terminal, use the following command:
tail -f /var/tmp/new/var/log/cvuelog
24. The extract process checks the tape and the tape drive to determine if the tape is
defective, write-protected, or not compatible with the tape drive. The system displays a
message similar to the following:

Testing tape on /dev/rmt/N..

Upgrading Avaya Call Management System June 2019 38

 Extracting customer data

Note:
Note: For Linux, the tape device is /dev/stN, where N is the device number.
25. One of the following conditions occur:
● If the tape and tape drive are operational, the system does not display any error
messages and the extract continues with Step 27.
● If the tape or tape drive are not operational, the system displays messages similar to
the following example:

tar: /dev/rmt/N: Permission denied

Tape test failed!! Could not write and then read a file
from the tape at /dev/rmt/N.
Check the following items for possible problems:
Verify the tape is not write-protected
Verify the correct type of tape is in the tape drive
Verify the tape is not defective
/cvue_extract[982]:TAPETESTFAILED:not found

Ensure that the tape is not write-protected and the tape is the correct tape for the tape
drive. Clean the tape drive or using a different tape and start over with Step 4.
26. Enter the extract device path.

! CAUTION:
CAUTION: When using a USB storage device or a network mount point, the extract device
path must exist on the CMS server and must be mounted. If the USB storage
device or network mount point do not exist or not mounted, the extract will fail.
27. The extract process writes the Administration data to the extract device. The system
displays messages similar to the following example:

Admin data will be saved to /dev/rmt/N

Extract complete.

28. If the extract device was a tape drive, remove the tape, set the write-protect switch on the
tape to read-only, and reinsert the tape.
29. Enter the following commands:
cd /var/tmp/new/adminsave/init.d
ls -l
Verify that the directory contains upgrade scripts. If the scripts do not exist, check for free
space on the server. Reboot the server and retry the extract. You can run the extract
locally instead of remotely. If the scripts do not exist again after rebooting and retrying the
extract, escalate to Avaya support.

Upgrading Avaya Call Management System June 2019 39

Chapter 3: Extracting data from the old system

30. Enter:
more /var/tmp/new/var/log/cvuelog
The system displays the temporary upgrade log file. Check for failure messages (FAIL) or
other indications that the extract process did not successfully complete. This file also
contains a list of files that are copied to the new system. The list of files can be useful for
later troubleshooting.
31. Enter:
ls -l /var/tmp/new/adminsave/cmsadmin.saved
If the files setup.out, fp.install, and stor.def do not exist or have a file size of
zero, escalate though normal channels.
32. If the CMS configuration includes data collection by Avaya Operational Analyst (OA), the
data forwarders must be turned off. Use one of the following command to determine if OA
is installed:
● On a Linux deployment, enter:
rpm -q AOA

! Important:
Important: If OA is present, verify that an engineer is engaged to reinstall OA. If an engineer
is not engaged to reinstall OA, abort the upgrade and contact the customer and
the project manager.
33. If the system displays OA processes, enter the following commands to turn off the data
forwarders:
. /opt/BI/.profile
pa stop all
For more information about Avaya OA forwarders, see Avaya OA Maintenance and
Troubleshooting.

Upgrading Avaya Call Management System June 2019 40

Chapter 4: Deploying a new CMS

When upgrading an existing CMS deployment, there are different methods you must use
depending on the model of hardware you are using on your current system:
● Software upgrade reusing Dell or HPE hardware - If you are reusing older Dell or HPE
hardware that supports the new CMS release, you must redeploy the RHEL OS and CMS
software on the existing server, reconfigure some system options, then copy and activate
the customer's administration data and options.
● Software upgrade reusing VMware hardware - If you are reusing an older
customer-provided or Avaya Converged Platform VMware server that supports the new
CMS release, you must redeploy the OVA on the existing server, reconfigure some
options, then copy and activate the customer's administration data and options.
● Platform upgrade on new VMware hardware - If you must replace existing hardware
because it is not supported on the new CMS release, you must deploy a brand new
customer-provided or Avaya Converged Platform VMware system, then copy and activate
the customer's administration data and options.
For each of these scenarios, you must do the referenced procedures shown below that are
found in Deploying Avaya Call Management System before returning to Upgrading Avaya Call
Management System to complete the upgrade as shown in Chapter 5: Mounting an extract
device on page 45, and Chapter 6: Copying and activating the customer’s administration and
options on page 49.
While the technicians are installing the new system, the customer can run backups on the old
system. For instructions on how to back up the customer data, see the CMSADM backup
procedures in Maintaining and Troubleshooting Avaya Call Management System.

Software upgrade reusing Dell or HPE hardware

When you are upgrading CMS on existing Dell or HPE hardware, do the following procedures
from Deploying Avaya Call Management System:
1. Appendix B - Deploying CMS software on a Dell or HPE hardware server
2. Chapter 6 - Configuring the system for initial use

Software upgrade reusing VMware hardware

When you are upgrading CMS on existing VMware server, do the following procedures from
Deploying Avaya Call Management System:

Upgrading Avaya Call Management System June 2019 41

Chapter 4: Deploying a new CMS

1. Chapter 4 - Deploying CMS software using an OVA file

2. Chapter 5 - Verifying that the deployment was successful
3. Chapter 6 - Configuring the system for initial use

Platform upgrade on new VMware hardware

When you are upgrading CMS on a new installation of a VMware server, do the following
procedures from Deploying Avaya Call Management System:
1. Chapter 3 - Planning for an OVA deployment
2. Chapter 4 - Deploying CMS software using an OVA file
3. Chapter 5 - Verifying that the deployment was successful
4. Chapter 6 - Configuring the system for initial use

Installing Avaya OA software (optional)

If the CMS configuration includes data collection for Avaya OA, you must install an
R19-compatible version of the Avaya OA data collection software. Contact your Avaya account
team or Avaya Sales to get the latest OA software that supports CMS R19.0. See Avaya OA
Installation and Configuration for more information.

Installing and administering unpreserved third-party and

custom software
After the upgrade, you must contract with Avaya to install any third-party software and
administer any new features or services. The following table lists several of these features and
services and the Avaya organizations that are responsible for completing the work.

Feature or service Responsible1

Operational Analyst, including restarting forwarders Avaya Professional

Services
Network information names service, such as NIS or NISplus Avaya Professional
Services

Upgrading Avaya Call Management System June 2019 42

 Installing and administering unpreserved third-party and custom software

Feature or service Responsible1

Network printers Avaya Professional

Services
Pseudo-ACDs. Pseudo-ACDs must be added and data must be Avaya Professional
migrated from the old system. Services
Applications such as workforce management software. Avaya Professional
Services
Wallboards Avaya Professional
Services
Mounted file systems that were in the customer’s /etc/fstab Provisioning
(Linux) before the upgrade. See the copy of the file that is saved in /
var/log/cvuelog. Have your administrator verify that your new
configuration is correct.
Common Desktop Environment options such as screen layout and Provisioning
password protection
Add, change, or remove ACDs Provisioning
Add Supervisor logins Provisioning
Install new feature packages Provisioning
Update security options such as rsh and rlogin. Avaya Professional
Services or Customer
Dual IP Provisioning
1. Outside the United States, Avaya distributors are responsible for these items, with assistance from the
COE.

Upgrading Avaya Call Management System June 2019 43

Chapter 4: Deploying a new CMS

Upgrading Avaya Call Management System June 2019 44

Chapter 5: Mounting an extract device

Mounting a USB storage device on Linux

Perform the following steps to mount the USB storage device containing the cvue_extract
data.

! Important:
Important: It is the responsibility of the customer to ensure that the CMS system detects the
USB storage device and users can perform read and write operations to and from
the USB storage device. This document provides information only as a reference
to aid in troubleshooting USB storage device recognition issues. Contact your
system administrator to resolve any USB storage device issues.
1. Insert the USB storage device.
2. On the CMS server, create the USB storage device mount point. Enter:
mkdir /CUE_extract_dir
3. To mount the USB storage device, enter:
mount DevicePath /CUE_extract_dir
Where DevicePath is the path to the USB device, for example, /dev/sdb.
4. To verify the USB storage device is mounted, enter:
ls -l /CUE_extract_dir
The cvue_extract.tar file must be listed.
5. Continue with Checking the status of the extract device on page 47.

Mounting an NFS mount point on Linux

1. On the CMS server, create the NFS mount point by entering:
mkdir /CUE_extract_dir

Upgrading Avaya Call Management System June 2019 45

Chapter 5: Mounting an extract device

2. Enter:
ifconfig -a
The system displays output similar to the following:

eth0 Link encap:Ethernet HWaddr 90:B1:1C:55:21:4B

inet addr:135.9.131.127 Bcast:135.9.131.255 Mask:255.255.255.0
inet6 addr: fe80::92b1:1cff:fe55:214b/64 Scope:Link
UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1
RX packets:3108896 errors:0 dropped:0 overruns:0 frame:0
TX packets:296988 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:713780687 (680.7 MiB) TX bytes:36371556 (34.6 MiB)
Interrupt:35

eth1 Link encap:Ethernet HWaddr 90:B1:1C:55:21:4C

BROADCAST MULTICAST MTU:1500 Metric:1
RX packets:0 errors:0 dropped:0 overruns:0 frame:0
TX packets:0 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:0 (0.0 b) TX bytes:0 (0.0 b)
Interrupt:38

eth2 Link encap:Ethernet HWaddr 90:B1:1C:55:21:4D

BROADCAST MULTICAST MTU:1500 Metric:1
RX packets:0 errors:0 dropped:0 overruns:0 frame:0
TX packets:0 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:0 (0.0 b) TX bytes:0 (0.0 b)
Interrupt:34

eth3 Link encap:Ethernet HWaddr 90:B1:1C:55:21:4E

BROADCAST MULTICAST MTU:1500 Metric:1
RX packets:0 errors:0 dropped:0 overruns:0 frame:0
TX packets:0 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:0 (0.0 b) TX bytes:0 (0.0 b)
Interrupt:36

lo Link encap:Local Loopback

inet addr:127.0.0.1 Mask:255.0.0.0
inet6 addr: ::1/128 Scope:Host
UP LOOPBACK RUNNING MTU:65536 Metric:1
RX packets:75254 errors:0 dropped:0 overruns:0 frame:0
TX packets:75254 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:0
RX bytes:5954970 (5.6 MiB) TX bytes:5954970 (5.6 MiB)

3. Enter:
ping route_ip
Verify the network router for the CMS system responds.

Upgrading Avaya Call Management System June 2019 46

 Checking the status of the extract device

4. Enter:
ping nfs_server_ip_address
Verify the network server responds.
5. To mount the network server, enter the following command on a single line:

! Important:
Important: The network_server_mt_pt_dir must be the same mount point created in
the cvue_extract procedure.
mount -t nfs -o vers=3 <network_server_ip_address>:
/network_server_mt_pt_dir /CUE_extract_dir
Example:
mount -F nfs -o vers=3 xxx.xxx.xxx.xxx:/CUE_NFS_dir
/CUE_extract_dir
6. To change to the network server mount point directory, enter:
cd /CUE_extract_dir
7. To list the contents of the network server mount point directory, enter:
ls -l
The cvue_extract.tar file must be listed.
8. Continue with Checking the status of the extract device on page 47.

Checking the status of the extract device

If the extract device is a tape drive:
1. Verify the tape is write-protected and inserted into the tape drive.
For Linux, enter the following command:
mt -f /dev/st0 status
2. Based on the status message, decide whether the tape drive is available for use.
● If the tape drive is not available for use, continue with Continue with Copying and
activating the customer’s administration and options on page 49. on page 48.
● If the tape drive is available for use, continue with Copying and activating the
customer’s administration and options on page 49.
If the extract device is a USB storage device:
1. Insert the USB storage device

Upgrading Avaya Call Management System June 2019 47

Chapter 5: Mounting an extract device

2. Mount the USB storage device as defined in Mounting a USB storage device on Linux on
page 45.
3. Verify data can be written to and read from the USB extract path.
4. Continue with Copying and activating the customer’s administration and options on
page 49.
If the extract device is a network mount point:
1. Verify data can be written to and read from the network mount point extract path.
2. Continue with Copying and activating the customer’s administration and options on
page 49.

Upgrading Avaya Call Management System June 2019 48

Chapter 6: Copying and activating the
customer’s administration and
options

To copy and activate the customer’s administration and options, use the following checklist to
keep track of each procedure:

Procedure

Copying customer data on page 50

Activating customer options on page 52
Recovering from failed installation scripts on page 55
Removing temporary ACD 1 (optional) on page 58
Turning on CMS on page 58
Starting the CMS Supervisor Web client on page 63
cmsweb start on page 63
Verifying that CMS is operating on page 63
Updating the switch setup on page 64
Updating unmeasured trunks on page 65
Updating storage interval data on page 66
Checking manual merge discrepancies on page 66
Removing the upgrade files on page 66
Migrating customer data on page 67
Replacing the customer’s media on page 71
Configuring alarming options on page 71
Turning the upgraded system over to the customer on page 72

Upgrading Avaya Call Management System June 2019 49

Chapter 6: Copying and activating the customer’s administration and options

Note:
Note: When remote personnel such as CMS Provisioning are supporting the upgrade,
remote personnel use the system commands in this section to monitor the
progress of the upgrade. Run the commands from the local console only when
instructed or when there is no remote support.

Copying customer data

To copy the customer’s data from the upgrade backup device onto the system:
Note:
Note: If you used an extract device other than tape for the cvue_extract process,
then the extract device needs to be mounted and accessible. For more
information, refer to Mounting an extract device on page 45.
1. If the extract device is a tape drive, select Tape. Verify that the Upgrade Extract tape of the
customer is write-protected and inserted in the correct tape drive. Remove tapes from any
other tape drives connected to the system, and continue with Step 4.
2. If the extract device is a USB storage device or a network mount point, select Other.
● The system displays the following message:

Please enter extract path [q]:

3. Enter the path where the extract cvue_extract.tar file is located. This must be the
path used in the cvue_extract process.
Example:
If the extract device is a USB storage device or NFS server mount point, the path can be
/CUE_extract_dir.
4. If CMS was upgraded, remove the Avaya CMS upgrade software disc from the disc drive
and keep the disc in a safe place.
5. Insert the CMS upgrade software disc labeled r19cue1X.N.
6. Mount the disc drive.
For Linux, enter the following commands:
mount /dev/dvd /mnt
cd /mnt
7. Do one of the following:
For Linux, use option 3 of the cmsvcc menu.

Upgrading Avaya Call Management System June 2019 50

 Copying customer data

8. Enter the copy command:

./cvue_copy
Depending on the configuration of your system, the system displays the following options:

Choose an extract device:

1) Tape
2) Other
Enter choice (1-2):

9. The copy process next starts copying files. During the copy process the system displays a
list of files being copied:

Reading admin data from extract device

.
.

10. After the customer’s files are copied onto the system, the system displays the messages
shown in the following example:

.
.
x ./export/home/.geo, 85 bytes, 1 tape blocks
Finished reading admin data from /dev/rmt/X

Finished reading admin data from /dev/rmt/X

! Important:
Important: If the tape copy fails and the extract device is a tape drive, try cleaning the tape
drive and restart the copy with Step 8. If the tape copy continues to fail, the tape is
probably faulty. You must shut down the system, reinstall the backed up data,
boot the system, and restart the extract with a new blank tape. See Extracting
data from the old system on page 25.
11. The system automatically reboots after cvue_copy completes, and the system displays
the following messages:

The system will now be rebooted to clean up configuration changes.

12. The system reboots. If the system powers off instead of rebooting, press the power on
button.
13. Log into the system as root.
14. Continue with Activating customer options on page 52.

Upgrading Avaya Call Management System June 2019 51

Chapter 6: Copying and activating the customer’s administration and options

Activating customer options

The amount of time to activate customer options depends on the number of customer options,
the number and size of the disk drives, the number of ACDs, and other parameters.

! Important:
Important: If your backup device uses a mount point for backups, verify that the mount point
is accessible.
To activate the customer’s software options:
1. For Linux, enter:
cd /mnt
2. Enter the activate command:
./cvue_activate
For On Site Personnel: If the upgrade is being supported by remote personnel (for
example, CMS Provisioning), use the following command from the local console during the
copy and activate process to view the upgrade log file and track the progress of the
upgrade:
tail -f /var/log/cvuelog
When finished viewing the /var/log/cvuelog file, press Del to break out of the
command.
3. One of the following conditions occur:
● If the copy was not successful, the system displays the following message. You must
run copy again (see Copying customer data on page 50):
cvue_copy not successful, run the cvue_copy again

● If the copy completed successfully, the system starts activating the customer’s options.
The system displays messages such as the following example:

CUE VERSION: <cue_version>

..
S00Sethostname Start Time -> <time stamp>

S00Sethostname End Time -> <time stamp>

.
.

Upgrading Avaya Call Management System June 2019 52

 Activating customer options

4. The system continues activating the customer’s options. The system displays messages
similar to the following examples to show that serial printers are readministered. Network
printers must be readministered after the upgrade:
.
.
S12AdministerPrinters Start Time -> <time stamp>
S12AdministerPrinters End Time -> <time stamp>
.
.
S21checkdevices Start Time -> <time stamp>
S21checkdevices End Time -> <time stamp>
.
.

! Important:
Important: If the extract process used a USB storage device or a network server mount point
and the S21checkdevices fails, it is probably because the default backup path
in the /cms/db/cms.install file is a tape drive or the path does not exist.
Make a note of the default backup device currently defined in the /cms/db/
cms.install file. Make a copy of the /cms/db/cms.install file and modify
the original /cms/db/cms.install file, making the default backup device path
the mount point being used for the extract device. Save the file and exit the editor.
Rerun the ./cvue_activate script.
5. The system continues activating the customer’s options. The system displays messages
similar to the following examples:

.
.
S59init_db Start Time -> <time stamp>

S59init_db End Time -> <time stamp>

.
.

Upgrading Avaya Call Management System June 2019 53

Chapter 6: Copying and activating the customer’s administration and options

6. The system continues activating the customer’s options. The system displays messages
similar to the following examples:

.
.
S70converter End Time -> <time stamp>

-----------------------------------------------------------
S80cmssetup Start Time -> Thu Mar 21 11:31:02 EDT 2019
Checking license server ...
You are required to set the WebLM URL before proceeding.
Begin WebLM URL administration. Thu Mar 21 11:31:02 EDT 2019
Using WebLM config file for configuration parameters.

Please enter the hostname for the WebLM license server.

If you do not have a WebLM license server, enter <CR>:
-----------------------------------------------------------

Enter the WebLM license server information. Then you will be prompted for EASG setup:

-----------------------------------------------------------
EASG User Access

By enabling Avaya Logins you are granting Avaya access to your system.
This is necessary to maximize the performance and value of your Avaya
support entitlements, allowing Avaya to resolve product issues in a
timely manner.

In addition to enabling the Avaya Logins, this product should be

registered with Avaya and technically onboarded for remote connectivity
and alarming. Please see the Avaya support site
(support.avaya.com/registration) for additional information for
registering products and establishing remote access and alarming.

Would you like to enable Avaya EASG? (Recommended)

[yes/no]:
-----------------------------------------------------------
Please enter yes or no.

If you are looking at the /var/log/cvuelog file during CMS setup (the S80cmssetup
script), you can see failure messages about the SQL database. You can ignore these
messages. CMS setup takes several minutes to complete.

Upgrading Avaya Call Management System June 2019 54

 Recovering from failed installation scripts

7. The system continues activating the customer’s options. The system displays messages
similar to the following examples:

.
.
Customer CMS data successfully initialized <time stamp>
..............................................
Computing space requirements and dbspace availability.
Setup completed successfully.
S80cmssetup End Time -> <time stamp>
.
.

8. The system continues activating the customer’s options. The system displays messages
similar to the following:

.
.
S81cmsfeatpkg Start Time -> <time stamp>
.
.
.
.

9. If the system did not encounter any errors during the CMS upgrade Activate process, the
system displays the following message:

The CUE Activate process is complete.

● If the CMS upgrade Activate process encountered errors with one or more of the
activate scripts or the activate process does not complete, refer to Recovering from
failed installation scripts on page 55.
● If the CMS upgrade Activate process completed without errors, continue with
Removing temporary ACD 1 (optional) on page 58.

Recovering from failed installation scripts

If the system displays an error message, such as the following example, a failure occurred in
one of the installation scripts.

ERROR[1]: FUNCTION S00Sethostname() FAILED at <time stamp>

script /adminsave/init.d/S00Sethostname failed

Upgrading Avaya Call Management System June 2019 55

Chapter 6: Copying and activating the customer’s administration and options

You can recover and continue with the upgrade by skipping the failed installation script during
this part of the upgrade. However, any script skipped during this part of the upgrade must be
installed later using the standard software installation procedures found in the CMS software
installation document.
The following sections list all the possible software installation scripts and explains what to do if
one of the scripts fails during the upgrade. When identifying the installation scripts, note that
each script is numbered with a prefix (for example, S04) before the script name.
This section includes the following topics:
● Scripts that can be skipped and installed later on page 56
● Failures that require escalation to support on page 57
● Failures that occur when adding features on page 57

Scripts that can be skipped and installed later

The installation scripts listed in the following table can be skipped during this part of the
upgrade. All these scripts install optional software or drivers needed by the customer. However,
any script that is skipped during this part of the upgrade must be installed later using the
standard software installation procedures found in the CMS software installation document.

Script name Description

cmsfeatpkg CMS Feature Packages

To recover from these failed scripts:

1. Enter:
cd /adminsave/init.d
2. Enter:
mv scriptname /adminsave/
Where scriptname is the name of the script.
3. Change directories to the disc drive.
For Linux, enter:
cd /mnt
4. Enter:
./cvue_activate
5. Install the software package that you skipped before you migrated the customer’s data.

Upgrading Avaya Call Management System June 2019 56

 Recovering from failed installation scripts

Note:
Note: After each script is executed, a copy of the script is automatically moved to the
directory /adminsave/init.d.completed.

Failures that require escalation to support

For the scripts listed in the following table, do not attempt to continue with the upgrade. Escalate
the problem through the normal channels.

Script name Description

Sethostname Sets the host name

sqlhosts SQL hosts file setup
AdministerPrinters Administers serial printers
modifyfile Restores CMS setup information
checkdevices Checks for devices
MigrateAlarmData Migrate Alarm Data
init_db Database initialization
storage Data storage allocation
converter Preserves CMS setup data
cmssetup CMS setup command

Failures that occur when adding features

If ECH is installed on a system and pseudo-ACDs are also administered on the system, the
restore process and the CMS upgrade process fail during the installation of the CMS feature
packages (script S81cmsfeatpkg).
If the restore process or the CMS upgrade process fails when installing CMS feature packages:
1. See /var/log/cvuelog for error messages.
2. Verify whether the script /adminsave/init.d/S81cmsfeatpkg exists.
3. If the script exists, open the file /adminsave/cmsadmin.saved/fp.install and
search for any ACD entry that references an unnamed_acd.
4. If the entry exists, make a copy of the original fp.install file.

Upgrading Avaya Call Management System June 2019 57

Chapter 6: Copying and activating the customer’s administration and options

5. Edit the /adminsave/cmsadmin.saved/fp.install file and delete or comment out

the unnamed_acd value that is displayed on the line following the unnamed_acd line. In
the following example, the value to be commented out is 20000.

# Number of call segments to buffer for ACD unnamed_acd9:

#20000

6. Save the modified file.

Note:
Note: If you installed Forecasting also, you must remove Forecasting. Use the cmsadm
command before proceeding.
7. Re-execute command ./cvue_activate from the mounted disc drive directory.

Removing temporary ACD 1 (optional)

If you created temporary ACD 1 when you did the CMS upgrade Extract procedure, perform this
procedure to remove the temporary ACD. If you did not created a temporary ACD, continue with
Turning on CMS on page 58.
To remove temporary ACD 1:
1. Enter:
cmsadm
The system displays the CMS Administration menu.
2. Enter the number that corresponds to the acd_remove option.
3. Enter ACD 1.
The system displays a warning message.
4. Enter: y
5. Continue with Turning on CMS on page 58.

Turning on CMS
To turn on CMS:
1. Enter:
cmsadm
The system displays the CMS Administration menu.

Upgrading Avaya Call Management System June 2019 58

 Authorizing and administering WebLM

2. Enter the number that corresponds with the run_cms option.

3. Enter 1 to turn on CMS.
4. Choose the operation from the following choices based on whether you are using CMS
Supervisor Web client or not:
● If you are not using CMS Supervisor Web client, continue with Verifying that CMS is
operating on page 63.
● If you are using CMS Supervisor Web client, continue with Starting the CMS
Supervisor Web client on page 63.

Authorizing and administering WebLM

CMS accesses the WebLM server to obtain licensing information. For CMS to connect with the
WebLM server, you must know the URL for the WebLM where the license resides.
The following features are authorized using WebLM licensing:
● Vectoring
● Forecasting
● Graphics
● External call history
● Expert agent selection
● External application
● ACD groups
● Multi-tenancy
● Dual IP
● LDAP
● Supervisor
● Report Designer
You must activate features, such as Forecasting, External Call History, Multi-tenancy, LDAP,
and Dual IP by using the cmsadm > pkg_install command.
Note:
Note: CMS does not charge agent seats based on agent/split pairs. Customers get the
maximum number of 80,000 agent skill pairs. However, CMS tracks the usage
based on individual agent logins.

Upgrading Avaya Call Management System June 2019 59

Chapter 6: Copying and activating the customer’s administration and options

Users have 30 days to administer a valid WebLM URL and CMS license. If the user cannot
provide a valid URL, CMS enters the License Error Mode for 30 days. After 30 days, CMS
enters the License Restricted mode.
When you invoke either the cmssvc or cmsadm commands and the URL for the WebLM is
unknown to CMS, the system prompts the user for the WebLM URL before the user can access
any other commands.
Procedure
1. Enter cmssvc.
The system displays the following prompt:
Enter the URL to WebLM:

2. Type the URL of the WebLM server and press Enter.

The URL must begin with HTTPS and include both the host name and the port number of
the WebLM instance.
If the connection to the URL is successful and if the WebLM server has a valid CMS
license, the system displays the CMSSVC menu:
Select a command from the list below.
1) auth_display Display feature authorizations
2) weblm_set Authorize capabilities/capacities
3) run_ids Turn Informix Database on or off
4) run_cms Turn Avaya CMS on or off
5) setup Set up the initial configuration
6) swinfo Display switch information
7) swsetup Change switch information
8) uninstal Remove the CMS rpm from the machine
9) patch_rmv Backout an installed CMS patch
10) back_all Backout all installed CMS patches from machine
Enter choice (1-10) or q to quit:

If CMS fails to establish connection to the WebLM, the system displays any one of the
following error message:
Cannot connect to WebLM. Do you want to enter another URL? (y/n)

Cannot obtain a valid CMS license. Do you want to enter another URL? (y/n)

Upgrading Avaya Call Management System June 2019 60

 Configuring EASG

3. Type the number for the auth_display command and press Enter.
The system displays the authorizations assigned to the CMS deployment, for example:

Capability/Capacity Authorization
-------------------- -------------
WebLM/Port/License ID 10.133.68.29 52233 cms245
CMS release R19
License Duration 10/22/19
forecasting installed
external call history installed/off
multi-tenancy installed
Dual IP installed
LDAP authentication installed
Maximum number of ACDs 8
Simultaneous Avaya CMS Supervisor logins 2
Number of authorized agents (RTU) 1000
Number of authorized ODBC connections 1
Number of CLInt sessions for Avaya internal use 1
Number of CLInt sessions for non Avaya use 1
FIPS 140-2 mode on
Firewall on
Enhanced Access Security Gateway (EASG) enabled

Configuring EASG
Use the cmssvc command to enable or disable EASG. You can enable or disable EASG without
affecting CMS operations. You can also view the EASG certificate.
Before you begin
● Ensure that you deployed the OVA.
● Turn on the CMS virtual machine.
Procedure
1. Log on to the CMS server as a root user without a password.

Upgrading Avaya Call Management System June 2019 61

Chapter 6: Copying and activating the customer’s administration and options

2. Run the cmssvc command.

The system displays the following Avaya Call Management System Services Menu:

Avaya(TM) Call Management System Services Menu

Select a command from the list below.
1) auth_display Display feature authorizations
2) weblm_set Authorize capabilities/capacities
3) run_ids Turn Informix Database on or off
4) run_cms Turn Avaya CMS on or off
5) setup Set up the initial configuration
6) swinfo Display switch information
7) swsetup Change switch information
8) uninstal Remove the CMS rpm from the machine
9) patch_rmv Backout an installed CMS patch
10) back_all Backout all installed CMS patches from machine
11) security
Enter choice (1-10) or q to quit:

3. Choose security.
The system displays the following options:

Select one of the following:

1) FIPS 140 mode
2) Firewall
3) EASG

Enter choice (1-3) or q to quit:

4. Choose EASG.
The system displays the following options:

Select one of the following

1) Disable EASG
2) Enable EASG
3) Display EASG Certificate

Enter choice (1-3) or q to quit:

5. Choose Enable EASG or Disable EASG and press Enter.

Upgrading Avaya Call Management System June 2019 62

 Starting the CMS Supervisor Web client

Starting the CMS Supervisor Web client

To start the CMS Supervisor Web client, enter:
cmsweb start

Web client certificate management

A security certificate is needed to encrypt communication between browsers and CMS
Supervisor Web server. If CMS Supervisor Web is installed on the pre-upgrade system, the
certificate will be copied over to the upgraded system through the software upgrades process.
You can view the URL/Common Name used in this certificate by the following command:
/opt/cmsweb/bin/showcrt.sh
The URL/Common Name should be used to access the CMS Supervisor Web GUI from the
browser. If the URL does not appear correct due to the network and host setup, you either
obtain a new commercial certificate from your certificate authority or generate a self-signed
certficiate using the command:
/opt/cmsweb/bin/chgcrt.sh
If the certificate changes, you must restart CMS Supervisor Web to accept the changes. To
restart cmsweb, enter:
cmsweb stop
cmsweb start

Verifying that CMS is operating

To verify that CMS is fully functional:
1. Enter:
su - cms
The system displays the $ prompt.
2. Enter:
cms
Ignore any messages about backups.

Upgrading Avaya Call Management System June 2019 63

Chapter 6: Copying and activating the customer’s administration and options

3. The system displays the CMS main window. Verify that the status of the Communication
Manager links before the upgrade match the status of the Communication Manager links
after the upgrade. That is, if a Communication Manager link was operating before the
upgrade, the Communication Manager link must be operating after the upgrade. If a
Communication Manager link that must be operating is not, make sure that data collection
is turned on.
4. Continue with Updating the ECH public key file on page 64.

Updating the ECH public key file

! Important:
Important: This procedure is required only if the upgraded CMS server sends records to an
ECH system. Skip this procedure if records are not sent to ECH.
ECH uses a public key file on the CMS server. The information in the file gets put in the
authorized_keys file in the home directory of the SFTP user on the receiving ECH system.
This file is located on the CMS server at:

URL/Common Name: cms163.avaya.com

/root/.ssh/id_rsa.pub
When the CMS server is upgraded using CMS upgrade on a Linux system, the upgrade
changes the public key. You must provide the new public key to the vendor or customer. The
vendor or customer must put the new public key file on the receiving ECH server so that the
SFTP connection will work.
Continue with Updating the switch setup on page 64.

Updating the switch setup

In many cases, the switch is upgraded to a new release when the CMS is upgraded. Verify
switch setup for any ACDs where the switch model was changed.
If the switch model has changed, you must perform the following procedures:
1. Check the switch links on the CMS main window and verify that the switch links are up.

Upgrading Avaya Call Management System June 2019 64

 Updating DUAL IPs

2. If the links are not active, use the swsetup option of the cmssvc command to check the
administration of each ACD on the CMS. CMS must be turned off to administer the ACDs.
For more information about converting links, see Avaya CMS Switch Connections,
Administration and Troubleshooting. Remember to turn CMS on after setting up the ACDs.
3. Readminister the CMS version on the switch using the Feature Parameters form.
4. Continue with Updating DUAL IPs on page 65.

Updating DUAL IPs

The secondary IPs are not carried over through the CVUE process. If you have secondary IPs/
Ports administer in your pre-updated system, you need to manually admister the secondary IPs/
Ports again.
1. Use the swinfo option of the cmssvc comand to check the administration of each ACD on
the CMS.
2. To add the secondary IP/Port for an ACD, use the swsetup option of the cmssvc
command. CMS must be turned off to adminster the ACD. Remember to turn CMS on after
setting up the secondary IPs/ports.
3. Continue with Updating unmeasured trunks on page 65.

Updating unmeasured trunks

Measured and unmeasured trunks have separate system and ACD limits in CMS R14 or later.
In previous CMS releases, measured and unmeasured trunks made up trunk limits. When CMS
setup is run, unmeasured trunks will always default to half of the value entered for trunks. CMS
upgrade has run setup using the previous system setup, so this value might need to be
updated.
To update unmeasured trunks:
1. Verify that you are in single-user mode, and data collection is off for all ACDs.
2. Perform the following steps for each ACD:
a. Access Data Storage Allocation.
b. Modify the unmeasured trunks to be half of the trunks you entered.
3. Continue with Updating storage interval data on page 66.

Upgrading Avaya Call Management System June 2019 65

Chapter 6: Copying and activating the customer’s administration and options

Updating storage interval data

During a CMS upgrade, the procedure does not preserve all storage interval data. The majority
of the storage interval data is preserved in the storage.def file. However, the information for
the data summarizing time, switch time zone offset, and master clock ACD are not part of the
storage.def file.
To update the storage interval data that you noted in Storage interval data on page 22:
1. Select System Setup > CMS State.
2. Update the Master ACD for clock synchronization option.
3. Save the update.
4. For each ACD, Select System Setup > Storage Intervals.
5. Update the Data summarizing time and the Switch time zone offset options.
6. Save the update.
7. Repeat Steps 4 through 6 for each ACD.
8. Log out of CMS.
9. Continue with Checking manual merge discrepancies on page 66.

Checking manual merge discrepancies

All files that must be manually merged are saved in the /manual_merge directory. If you do not
see the files on the target machine, you can ignore the need for manual merges.
Continue with Removing the upgrade files on page 66.

Removing the upgrade files

You must remove some of the files that you used for the upgrade.
To remove the upgrade files:
1. Enter:
cd /mnt

Upgrading Avaya Call Management System June 2019 66

 Migrating customer data

2. Enter the cleanup command:

./cvue_cleanup
The system displays the following message:

Beginning CUE cleanup process...Please wait.

3. Note that if the number of files to remove is large, this procedure can take several minutes
to complete. When the files are removed, the system displays the following message:

The CUE cleanup process is successful and complete.

#

4. Enter:
cd /
5. Enter:
eject cdrom
6. Remove the Avaya CMS upgrade software disc from the disc drive and keep the disc in a
safe place.
7. Continue with Migrating customer data on page 67.

Migrating customer data

You must migrate the following customer data from the maintenance backup tapes:
● Copying the full maintenance backup with the RTC or RTM tools on page 67
● Migrating system administration data on page 69
● Migrating agent and call center administration data on page 70

! Important:
Important: In certain conditions where you cannot use tapes generated on an old system
with a new system, you can use the Remote Tape Copy (RTC) or Remote Tape
Migration (RTM) tools to migrate customer data. See Copying the full
maintenance backup with the RTC or RTM tools on page 67 for more information.

Copying the full maintenance backup with the RTC or RTM tools
This section describes the RTC and RTM tools. The RTC and RTM tools are available only to
Avaya support personnel from the Avaya support Web site.

Upgrading Avaya Call Management System June 2019 67

Chapter 6: Copying and activating the customer’s administration and options

To download the tools for a Linux system, use the following URL:
https://support.avaya.com/downloads/
download-details.action?contentId=C2013312109159250_8&productId=P0030
To download instructions for the tools, use the following URL:
https://support.avaya.com/css/P8/documents/100170349

! Important:
Important: You must review the RTC and RTM instructions before using the tools. There are
prerequisites you must follow, such as temporarily allowing RSH to all the tools
communicate between systems.

Copying the full maintenance backup with the RTC tool

Use the RTC tool to copy data from a maintenance backup tape on one system to a blank tape
on another system. This must be done if the tape drive on the old system is not compatible with
the tape drive on the new system.

Tip:
Tip: If the maintenance backup tapes on the old system are compatible with the tape
drive on the new system, there is no need to use the RTC tool. You can continue
with Migrating system administration data on page 69 and Migrating agent and
call center administration data on page 70.
After the data is copied from the older tape to the new tape, use the newly-copied tape to
migrate data to the new system as shown in Migrating system administration data on page 69
and Migrating agent and call center administration data on page 70.

Copying the full maintenance backup with the RTM tool

Use the RTM tool to copy data from a maintenance backup tape on one system to a non-tape
device like USB or NFS on another system. After the data is copied from one tape to the
non-tape device, use the newly-copied non-tape device to migrate data to the new system.

Tip:
Tip: If the maintenance backup tapes on the old system are compatible with the
(optional) tape drive on the new system, there is no need to use the RTM tool.
You can continue with Migrating system administration data on page 69 and
Migrating agent and call center administration data on page 70.
After you have created the backup on non-tape device using the RTM tool, continue with
Migrating system administration data on page 69 and Migrating agent and call center
administration data on page 70.

Upgrading Avaya Call Management System June 2019 68

 Migrating customer data

Migrating system administration data

! CAUTION:
CAUTION: Perform this procedure only once! Attempting to migrate system administration
data more than once causes catastrophic errors from which you are unable to
recover. Failure to heed this warning can irretrievably destroy data.
To migrate the system administration data:
1. If CMS is not turned on, perform the following procedure:
a. Enter:
cmsadm
The system displays the CMS Administration menu.
b. Enter the number for the run_cms option.
c. Enter 1 to turn on CMS.
2. Log on to CMS.
The system displays the CMS main window.
3. From the CMS main menu, select System Setup > CMS State to put CMS into single-user
mode.
4. Turn off data collection for all ACDs.
5. Insert the most recent full maintenance backup tape or mount the extract device.
6. From the CMS Main Menu, select System Setup > R3 Migrate Data.
The R3 Migrate Data window is displayed.
7. In the R3 Migrate Data window, select the options and enter the values from the following
table:

Field Value to enter or option to select

Device name Extract device name

Data Type System Administration data
Specify ACD(s) All ACDs

8. Press Enter to access the action list in the top right corner.
9. Select Run and press Enter.
The progress of the migration is displayed in the Status field. When the migration ends,
the system indicates the success or failure of the migration in this field.

Upgrading Avaya Call Management System June 2019 69

Chapter 6: Copying and activating the customer’s administration and options

10. Press F3 and select the UNIX option to display the UNIX prompt.
Note:
Note: After the migration is complete, you will receive a message if migration of any
custom reports fail. Information about the failed reports are written to the
r3mig.log file. Acknowledge the message and contact Avaya Professional
Services to have the custom report migrated to the new system.
11. Enter:
pg /cms/migrate/r3mig.log
The system displays the customer migration log.
12. Verify the contents of the customer migration log and take any necessary corrective action.
For help with interpreting the log, contact technical support or your customer
representative.
13. Repeat steps 6-12 using the incremental backup media, if one was created.
14. To exit the UNIX window, enter:
exit

Migrating agent and call center administration data

To migrate agent and call center administration data:
1. Verify that the most recent full maintenance backup is accessible by the extract device.
2. From the CMS Main Menu, select System Setup > R3 Migrate Data.
The system displays the R3 Migrate Data window.
3. In the R3 Migrate Data window, select the options and enter the values from the following
table:

Field Value to enter or option to select

Device name Extract device name

Data Type Agent/Call Center Admin data
Specify ACD(s) All ACDs

4. Press Enter to access the action list in the top right corner.
5. Select Run and press Enter.
The system displays the progress of migration in the Status field. When the migration
ends, the system indicates the success or failure of the migration in this field.
6. Turn on data collection for all ACDs.

Upgrading Avaya Call Management System June 2019 70

 Replacing the customer’s media

7. Press F3 and select the UNIX option to display the UNIX prompt.
8. Enter:
pg /cms/migrate/r3mig.log
The system displays the customer migration log.
9. Verify the contents of the customer migration log and take any necessary corrective action.
For help with interpreting the log, contact technical support or your customer
representative.
10. Repeat steps 1-9 using the incremental backup media, if one was created.
11. To exit the UNIX window, enter:
exit
12. Select System Setup > CMS State to put CMS into multiuser mode.
13. Continue with Replacing the customer’s media on page 71.

Replacing the customer’s media

After you migrate the customer’s data, remove the media (tape or USB drive) from the media
drives and replace any media that the customer originally had in the media drives. The media
that the customer had in the media drives can be used for scheduled backups and must be
replaced before leaving the customer site.
Continue with Configuring alarming options on page 71.

Configuring alarming options

To configure the Alarm Origination Manager (AOM) see the section Setting up the Alarm
Origination Manager in the following documents:
● Maintaining and Troubleshooting Avaya Call Management System
After configuring AOM, continue with Turning the upgraded system over to the customer on
page 72.

Upgrading Avaya Call Management System June 2019 71

Chapter 6: Copying and activating the customer’s administration and options

Turning the upgraded system over to the customer

After the data migration is complete, inform the customer that they must complete the
post-upgrade procedures documented in Planning for Avaya Call Management System
Upgrades.

Upgrading Avaya Call Management System June 2019 72

Chapter 7: Resources

Documentation

CMS and CMS Supervisor Documents

Title Description Audience

Overview
Avaya Call Management Describes tested product Sales engineers,
System Overview and characteristics and product Administrators
Specification capabilities including feature
descriptions, interoperability,
performance specifications, security,
and licensing requirements.
Avaya Call Management Describes how personal data is stored Administrators
System Data Privacy and processed by CMS.
Controls Addendum
Design
Avaya Customer Describes the AvayaCustomer Sales engineers
Experience Virtualized Experience Virtualized Environment
Environment Solution market solution from a holistic
Description perspective that focuses on the
functional view of the solution
architecture.
Installation, upgrades, maintenance, and troubleshooting
Deploying Avaya Call Describes how to plan, deploy, and Avaya support
Management System configure CMS on new personnel
VMware-based installations.
Deploying Avaya Call Describes how to plan, deploy, and Avaya support
Management System on configure CMS on new Amazon Web personnel
Amazon Web Services Services installations.

Upgrading Avaya Call Management System June 2019 73

Chapter 7: Resources

Title Description Audience

Avaya Call Management Describes how to install, maintain, Avaya support
System Dell® and troubleshoot Dell® servers used personnel
PowerEdge™ R630 and with CMS.
R730 Hardware
Installation,
Maintenance and
Troubleshooting
Avaya Call Management Describes how to install, maintain, Avaya support
System Dell® and troubleshoot Dell® servers used personnel
PowerEdge™ R720 with CMS.
Computer Hardware
Installation,
Maintenance, and
Troubleshooting
Avaya Call Management Describes how to install, maintain, Avaya support
System HPE DL20 G9 and troubleshoot HPE servers used personnel
and DL380 G9 with CMS.
Hardware Installation,
Maintenance, and
Troubleshooting
Planning for Avaya Call Describes the procedures customers Administrators
Management System must plan for before and after
Upgrades upgrading to a new CMS release.
Upgrading Avaya Call Describes the procedures required to Avaya support
Management System upgrade to a new CMS release. personnel
Maintaining and Describes how to configure, maintain, Avaya support
Troubleshooting Avaya and troubleshoot CMS. personnel,
Call Management Administrators
System
Avaya Call Management Describes how to connect and Avaya support
System Switch administer the Communication personnel,
Connections, Manager systems used by CMS.
Administration and Administrators
Troubleshooting
Avaya Call Management Describes how to install and maintain Avaya support
System High Availability a CMS HA system. personnel,
User Guide
Administrators
Avaya Call Management Describes how to back up your CMS Administrators
System LAN Backup data using a LAN connection to a
User Guide remote server.

Upgrading Avaya Call Management System June 2019 74

 Documentation

Title Description Audience

Avaya Call Management Describes how to connect to HA Avaya support
System High Availability servers and upgrade to HA. personnel,
Connectivity, Upgrade
and Administration Administrators

Avaya Call Management Describes how to install and maintain Avaya support
System High Availability your CMS High Availability (HA) personnel,
User Guide system.
Administrators
Administration
Avaya Call Management Provides instructions on administering Avaya support
System Administration a contact center using CMS personnel,
Supervisor.
Administrators
Avaya Call Management Describes the format of the Call Administrators
System Call History History data files and how to transfer
Interface these files to another computer.
Avaya Call Management Describes how to use Open Database Administrators
System ODBC and Connectivity (ODBC) and Java
JDBC Database Connectivity (JDBC) with
CMS.
Avaya Call Management Describes each database item and Administrators,
System Database Items calculation that CMS tracks and how Report designers
and Calculations CMS calculates the values displayed
on CMS reports and CMS Supervisor
reports.
Avaya Call Management Describes how to design and create Administrators,
System Custom Reports custom reports in CMS. Operations
personnel, Report
designers
Avaya Call Management Describes how to implement security Avaya support
System Security for features in CMS running on the Red personnel,
Linux® Hat Enterprise Linux® (RHEL) Administrators.
operating system.
CMS Supervisor
Avaya CMS Supervisor Describes how to install and configure Avaya support
Clients Installation and CMS Supervisor. personnel,
Getting Started
Administrators

Upgrading Avaya Call Management System June 2019 75

Chapter 7: Resources

Title Description Audience

Avaya CMS Supervisor Describes how to use CMS Administrators,
Reports Supervisor reports. Operations
personnel
Avaya CMS Supervisor Describes how to create new reports Administrators,
Report Designer and to edit existing reports through Operations
Report Designer and Report Wizard. personnel, Report
designers

Avaya Converged Platform Documents

Title Description Audience

Avaya Converged Describes the key features of Avaya IT Management,
Platform Overview and Converged Platform server. sales and
Specification deployment
engineers,
solution architects,
support personnel
Installing the Avaya Describes how to install Avaya Sales and
Converged Platform Converged Platform 130 Series servers. deployment
130 Appliance engineers,
solution architects,
support personnel
Maintaining and Describes procedures to maintain and Sales and
Troubleshooting Avaya troubleshoot Avaya Converged Platform deployment
Converged Platform 130 Series servers. engineers,
130 Appliance solution architects,
support personnel
Avaya Converged Describes procedures to use the Sales and
Platform 130 Series iDRAC9 tools on the Avaya Converged deployment
iDRAC9 Best Platform 130 Series servers. engineers,
Practices solution architects,
support personnel

Upgrading Avaya Call Management System June 2019 76

 Documentation

WebLM Documents

Title Description Audience

Deploying standalone Deploy the application in virtual Implementation
Avaya WebLM in Virtual appliance environment by using personnel
Appliance Solution Deployment Manager.
Deploying standalone Deploy the application in virtualized Implementation
Avaya WebLM in environment. personnel
Virtualized Environment
Deploying standalone Deploy the application on cloud Implementation
Avaya WebLM in services. personnel
Infrastructure as a Service
Environment
Deploying standalone Deploy the application in software-only Implementation
Avaya WebLM in environment. personnel
Software-Only
Environment
Upgrading standalone Upgrade the application. Implementation
Avaya WebLM personnel
Administering standalone Perform administration tasks. System
Avaya WebLM administrators

Upgrading Avaya Call Management System June 2019 77

Chapter 7: Resources

VMware Documents

VMware component Document description Document URL

or operation
vSphere Virtual Provides information on managing virtual https://
Machine Administration machines in the VMware vSphere Web docs.vmware.com/
Client for vSphere 6.0 or later. This en/
document also provides information of VMware-vSphere/
the following: 6.5/
com.vmware.vspher
● Deploying OVF templates e.vm_admin.doc/
● Configuring virtual machine GUID-55238059-91
hardware and options 2E-411F-A0E9-A7A
536972A91.html
● Managing Virtual Machines
vSphere Web Client Provides information on how through a https://
browser vSphere Web Client connects to docs.vmware.com/
a vCenter server or directly to an ESXi en/
host if a vCenter Server is not used. VMware-vSphere/
6.5/
com.vmware.vspher
e.vcenterhost.doc/
GUID-A618EF76-63
8A-49DA-991D-B93
C5AC0E2B1.html

Note:
Note: If the document description (link) are no longer active, consult VMware for
documents associated with the component or operation.

Related links
Finding documents on the Avaya Support website on page 78
Avaya Documentation Portal navigation on page 79

Finding documents on the Avaya Support website

Procedure
1. Go to https://support.avaya.com.

Upgrading Avaya Call Management System June 2019 78

 Documentation

2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.
5. In Choose Release, select an appropriate release number.
6. In the Content Type filter, click a document type, or click Select All to see a list of all
available documents.
For example, for user guides, click User Guides in the Content Type filter. The list
displays the documents only from the selected category.
7. Click Enter.

Avaya Documentation Portal navigation

Customer documentation for some programs is now available on the Avaya Documentation
Portal at https://documentation.avaya.com/.

! Important:
Important: For documents that are not available on the Avaya Documentation Portal, click
Support on the top menu to open https://support.avaya.com.
Using the Avaya Documentation Portal, you can:
● Search for content in one of the following ways:
- Type a keyword in the Search field.
- Type a keyword in Search, and click Filters to search for content by product,
release, and document type.
- Select a product or solution and then select the appropriate document from the list.
● Find a document from the Publications menu.
● Publish a PDF of the current section in a document, the section and its subsections, or the
entire document.
● Add content to your collection by using My Docs ( ).
Navigate to the My Content > My Docs menu, and do any of the following:
- Create, rename, and delete a collection.
- Add content from various documents to a collection.
- Save a PDF of selected content in a collection and download it to your computer.
- Share content in a collection with others through email.
- Receive content that others have shared with you.

Upgrading Avaya Call Management System June 2019 79

Chapter 7: Resources

● Add yourself as a watcher by using the Watch icon ( ).

Navigate to the My Content > Watch list menu, and do the following:
- Set how frequently you want to be notified, starting from every day to every 60 days.
- Unwatch selected content, all content in a document, or all content on the Watch list
page.
As a watcher, you are notified when content is updated or deleted from a document, or the
document is removed from the portal.
● Share a section on social media platforms, such as Facebook, LinkedIn, Twitter, and
Google +.
● Send feedback on a section and rate the content.
Note:
Note: Some functionality is only available when you log in to the portal. The available
functionality depends on the role with which you are logged in.

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and
on the Avaya-run channel on YouTube.
Procedure
● To find videos on the Avaya Support website, go to https://support.avaya.com and do one
of the following:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
● To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
do one of the following:
- Enter a key word or key words in the Search Channel to search for a specific product
or topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the website.
Note:
Note: Videos are not available for all products.

Upgrading Avaya Call Management System June 2019 80

 Support

Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you
to a support team if an issue requires additional expertise.

Related links
Using the Avaya InSite Knowledge Base on page 81

Using the Avaya InSite Knowledge Base

The Avaya InSite Knowledge Base is a web-based search engine that provides:
● Up-to-date troubleshooting procedures and technical tips
● Information about service packs
● Access to customer and technical documentation
● Information about training and certification programs
● Links to other pertinent information
If you are an authorized Avaya Partner or a current Avaya customer with a support
contract, you can access the Knowledge Base without extra cost. You must have a login
account and a valid Sold-To number.
Use the Avaya InSite Knowledge Base for any potential solutions to problems.
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
The system displays the Avaya Support page.
3. Click Support by Product > Product Specific Support.
4. In Enter Product Name, enter the product, and press Enter.
5. Select the product from the list, and select a release.
6. Click the Technical Solutions tab to see articles.
7. Select relevant articles.

Upgrading Avaya Call Management System June 2019 81

Chapter 7: Resources

Upgrading Avaya Call Management System June 2019 82

Appendix A: Blank data forms

Use the forms in this section to record data from the old system. Make copies if you have more
than one ACD.
This section includes the following topics:
● General information on page 84
● CMS authorizations on page 84
● ACD configuration setup on page 86
● Data storage allocation on page 87
● Storage intervals on page 88
● Backup device on page 89

Upgrading Avaya Call Management System June 2019 83

Appendix A: Blank data forms

General information

Customer name

Date

New CMS model

New CMS version

● On a Linux deployment,
enter:
rpm -qi cms
Old CMS name
(uname -n)
Old CMS version
● On a Linux deployment,
enter:
rpm -qi cms

CMS authorizations
Use the cmssvc command and select the auth_display option. Circle the appropriate
authorization or fill in the blanks to note current settings.

Capability/Capacity Authorization

forecasting authorized not authorized installed N/A

external call history authorized not authorized installed N/A
multi-tenancy authorized not authorized installed N/A
Dual IP authorized not authorized installed N/A
Maximum number of split/skill members

Upgrading Avaya Call Management System June 2019 84

 CMS authorizations

Capability/Capacity Authorization

Maximum number of ACDs

Simultaneous Avaya CMS Supervisor logins
Number of authorized agents (RTU)
Number of authorized ODBC connections
FIPS 140-2
Firewall

Upgrading Avaya Call Management System June 2019 85

Appendix A: Blank data forms

ACD configuration setup

Use the cmssvc command and select the swinfo option. Complete for each ACD displayed.

Parameter ACD 1 ACD 2 ACD3 ACD4

Switch name
Switch model
Vectoring enabled?
EAS enabled?
CO disconnect supervision?
Phantom abandon timer
Local port
Remote port
Link
IP address
TCP port
Secondary IP address

Secondary TCP Port

Parameter ACD 5 ACD 6 ACD 7 ACD 8

Switch name
Switch model
Vectoring enabled?
EAS enabled?
CO disconnect supervision?
Phantom abandon timer
Local port
Remote port

Upgrading Avaya Call Management System June 2019 86

 Data storage allocation

Parameter ACD 5 ACD 6 ACD 7 ACD 8

Link
IP address
TCP port
Secondary IP address

Secondary TCP Port

Data storage allocation

In CMS, use System Setup > Data Storage Allocation. Make a copy for each ACD.

ACD name _______________________

Data item Number of Days of Days of Weeks of Months of

items intrahour daily monthly monthly

Splits/Skills
(0-______)
Agents N/A
Trunk groups
(0-______)
Trunks
(0-______)
Call work codes
(1-______)
Vectors
(0-______)
VDNs
(0-______)
Total split or skill members, summed over all splits or skills: ______
Number of agent login/logout records: ______
Number of agent trace records: ______

Upgrading Avaya Call Management System June 2019 87

Appendix A: Blank data forms

ACD name _______________________

Data item Number of Days of Days of Weeks of Months of

items intrahour daily monthly monthly

Number of unmeasured trunk facilities: ______

Number of exception records: ______
Number of call records: ______

Storage intervals
In CMS, use System Setup > Storage Intervals. Make a copy for each ACD.

ACD name __________________________

Intrahour interval (circle one) 15 minutes

30 minutes
60 minutes

Data summarizing time: ______ AM/PM

Switch time zone offset (-23 to +23): ______

Week start day (circle one) Sunday Week stop day (circle one) Sunday
Monday Monday
Tuesday Tuesday
Wednesday Wednesday
Thursday Thursday
Friday Friday
Saturday Saturday
Sunday Sunday

Upgrading Avaya Call Management System June 2019 88

 Backup device

Daily start time: ______ AM/PM

Daily stop time: ______ AM/PM

Backup device
In CMS, use Maintenance > Backup/Restore Devices to determine your backup device.

Device name: __________________________________________

Path: _________________________________________________

Description: ____________________________________________

Device type (circle one) 40 Gbyte or larger tape

USB stick
NFS mount point

CMS supports upgrades using the following backup devices:

Backup device Description Platforms supported

DAT 160 DDS compliant 150 meter 160/ Dell R630

320-GB DAT cartridge Dell R730
HPE DL380 G9
HPE DL20 G9
DAT 320 DDS compliant 150 meter 320-GB Dell R630
DAT cartridge Dell R730
HPE DL380 G9
HPE DL20 G9
LTO-4 820 meter 800-GB 12.65 mm Dell R630
cartridge Dell R730
HPE DL380 G9
HPE DL20 G9

Upgrading Avaya Call Management System June 2019 89

Appendix A: Blank data forms

Backup device Description Platforms supported

LTO-5 820 meter 800-GB 12.65 mm Dell R630

cartridge Dell R730
846 meter 1.5-TB 12.65 mm HPE DL380 G9
cartridge
HPE DL20 G9
USB stick Formatted for Linux, UFS or ZFS, Dell R630
depending on platform Dell R730
HPE DL380 G9
HPE DL20 G9
VMware
NFS mount point Dell R630
Dell R730
HPE DL380 G9
HPE DL20 G9
VMware

No models of 8-mm tape drives are supported. If any backup device other than a supported
backup device was administered as the backup device on the old system, a different backup
device must be administered on the new system.

Upgrading Avaya Call Management System June 2019 90

Appendix B: Data migration tables

The tables in this section show how CMS handles Informix tables after the tables are migrated
to the new CMS system. Note that the database tables migrated to R19.0 might have been
associated with a different backup/restore category in the pre-upgrade CMS version. For
example, a data table associated with the Agent/Call Center Admin data category on a pre-R18
system might now be associated with the Historical data category on the R19.0 system.
For data tables in which no category has an X, the data table is reinitialized when CMS R19.0 is
set up on the new system. The data from the old system is not migrated for these tables.
This section includes the following topics:
● All tables combined on page 91
● System administration tables on page 99
● Agent/call center administration tables on page 101
● Historical tables on page 103
● Tables not migrated on page 105

All tables combined

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

aar_agents Agent Act. Agents being traced X

Recorder
acd_groups ACD groups Global dictionary X
acd_shifts DSA, FSA Agent shifts X
acdadminlog Historical reports Log of ACD admin X
modifications
acds User Permissions ACD access X
ag_actv2 Agent Trace Agent trace data X
ag_ex_adm Exceptions Agent exceptions admin X

Upgrading Avaya Call Management System June 2019 91

Appendix B: Data migration tables

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

agex2 Historical reports Agent exceptions data X

agroups Dictionary Agent groups X
arch_stat Archiver Archive status X
arch_tz Timezone Timezone administration X
br_dev_types Backup/Restore B/R device types
br_devices Backup/Restore B/R devices X
br_fulls Backup/Restore Backup history: full
backups
br_increms Backup/Restore Backup history: inc.
backups
br_tables Backup/Restore B/R tables
call_rec Historical reports Internal call history X
cmstbls Dictionary Database tables X
cow/reports/ Supervisor Report designer X
designer
custobjects X
customer_log ELOG Customer error log
d_secs Historical reports X
dagent2 Historical reports Daily agent data X
db/gem/c_custom3 Custom Reports Report GEM files (current) X
db/gem/h_custom3 Custom Reports Report GEM files X
(historical)
db/gem/r_custom3 Custom Reports Report GEM files X
(real-time)
db/journal/ Time Tables Shortcut settings X
shortcut3
db/journal/ Time Tables Timetable settings X
timetable3

Upgrading Avaya Call Management System June 2019 92

 All tables combined

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

dberrors IDBM Error map: Informix vs.

CMS
dbitems Dictionary Database items X
dbstatus Backup/Restore Hist./forecast tables X
update status
dcadmin DSA, SPI, install Data collection admin
dcalloc DSA, FSA Data storage allocation
admin
dcwc Historical reports Daily call work codes data X
dsplit2 Historical reports Daily splits data X
dtkgrp2 Historical reports Daily trunk groups data X
dtrunk Historical reports Daily trunks data X
dvdn Historical reports Daily VDNs data X
dvector Historical reports Daily vector data X
error_msg ELOG Canned customer error
msgs
ex_msgs Exceptions Canned exception
messages
f_agposrep Forecast Agent Positions Required
Report
f_cday2 Forecast Current Day Report X
f_cdayconf2 Forecast Current Day Config. X
f_cdayrep2 Forecast Current Day Report X
f_chpap Forecast Call Handling Profile X
f_chprof Forecast Call Handling Profile X
f_cstap Forecast Costs Profile X
f_cstprof Forecast Costs Profile X
f_cstprof Forecast Costs Profile X

Upgrading Avaya Call Management System June 2019 93

Appendix B: Data migration tables

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

f_dataarch Forecast Data Storage Alloc. X

f_dsplit2 Forecast Daily Split Data X
f_dtkgrp Forecast Daily Trunk Group Data X
f_fin Forecast Financial Report
f_finrep Forecast Financial Report
f_hfinrep Forecast Hypothetical Financial
Report
f_hypodata Forecast Hypothetical Data X
f_hyporep Forecast Hypothetical Report
f_intra Forecast Intraday Report
f_intrarep Forecast Intraday Report
f_ispday2 Forecast Special Day Split Data X
f_isplit2 Forecast Interval Split Data X
f_itkgrp Forecast Interval Trunk Group Data X
f_long Forecast Long Term Report
f_longrep Forecast Long Term Report
f_spdays2 Forecast Special Day Admin X
f_specrep Forecast Special Day Report
f_status Forecast Forecast Manager Status X
f_tkgpprof Forecast Trunk Group Profiles X
f_tkreqrep Forecast Trunk Required Report
f_tperfrep Forecast Trunk Performance Report
features User Permissions Feature access X
filesys DSA, FSA Historical reports file
systems
fs_check CRT File systems for free
space check

Upgrading Avaya Call Management System June 2019 94

 All tables combined

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

h_custom3 Custom Reports Custom reports: historical X

hagent2 Historical reports Intrahour agent data X
haglog2 Historical reports Intrahour agent X
login-logout data
hcwc Historical reports Intrahour call work code X
data
hsplit2 Historical reports Intrahour split data X
htkgrp2 Historical reports Intrahour trunk group data X
htrunk Historical reports Intrahour trunk data X
hvdn Historical reports Intrahour VDN data X
hvector Historical reports Intrahour vector data X
linkex Historical reports Link exceptions data X
m_secs Historical reports X
magent2 Historical reports Monthly agent data X
main_menu3 CRT Main menu X
mctex2 Historical reports Malicious call trace X
exceptions
mcwc Historical reports Monthly call work code X
data
menu3 CRT Submenu X
menu_add3 CRT Menu additions X
menu_help CRT Menu help
menu_item_help CRT More help for menu items
msplit2 Historical reports Monthly split data X
mtkgrp2 Historical reports Monthly trunk group data X
mtrunk Historical reports Monthly trunk data X
mvdn Historical reports Monthly VDN data X
mvector Historical reports Monthly vector data X

Upgrading Avaya Call Management System June 2019 95

Appendix B: Data migration tables

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

print_adm Printer Admin Printer parameters

r_custom3 Custom Reports Custom reports: real time X
scwininfo3 Short Cuts Shortcut window info X
sp_ex_adm Exceptions Split exceptions admin X
spex2 Historical reports Split exceptions X
split_pro2 ACD profiles Split profile X
splits2 User Permissions Split access X
std_rpts Custom Reports Standard reports list
synonyms Dictionary Synonyms X
sys_info DSA, FSA DC parameters X
ten_agent4 Multi-tenancy Tenant agent assignments X
ten_cwc4 Multi-tenancy Tenant Call Work Code X
assignments
ten_spl4 Multi-tenancy Tenant split/skill X
assignments
ten_tkgrp4 Multi-tenancy Tenant trunk group X
assignments
ten_vdn4 Multi-tenancy Tenant VDN assignments X
ten_vector4 Multi-tenancy Tenant vector X
assignments
tenants4 Multi-tenancy Tenant permissions X
tg_ex_adm Exceptions Trunk group exceptions X
admin
tgex Historical reports Trunk group exceptions X
tgroups User Permissions Trunk groups access X
tt_hostname Time Tables, Host Timetables
Name
ttsc3 Time Tables, User Timetables X
Perms

Upgrading Avaya Call Management System June 2019 96

 All tables combined

Table1 Application Description System Agent/ Hist1

Admin1 Call
Center
Admin1

ttsched3 Time Tables, User Schedules X

Perms
ttsctasks3 Time Tables, User Associated tasks X
Perms
user_colors3 CRT Color options X
user_defval3 CRT User defaults X
users3 User Permissions Users X
vdn_pro ACD profiles VDN profile X
vdn_x_adm Exceptions VDN exceptions admin X
vdnex Historical reports VDN exceptions data X
vdns User Permissions VDN access X
vec_x_adm Exceptions Vector exceptions admin X
vecex Historical reports Vector exceptions data X
vectors User Permissions Vector access X
w_secs Historical reports X
wagent2 Historical reports Weekly agent data X
wcwc Historical reports Weekly call work code X
data
workcodes User Permissions Work codes access X
wsplit2 Historical reports Weekly split data X
wtkgrp2 Historical reports Weekly trunk group data X
wtrunk Historical reports Weekly trunk data X
wvdn Historical reports Weekly VDN data X
wvector Historical reports Weekly vector data X
1. Data contained in the tables that are not marked (X) in the System Administration, Agent/Call Center
Administration, or Historical data columns is not migrated to the new system. The tables are empty until the first
backup is run.
2. Indicates tables or data affected by the EAS format.

Upgrading Avaya Call Management System June 2019 97

Appendix B: Data migration tables

3. Indicates tables that hold data associated with a specific CMS user ID. If the user ID is removed from CMS, an
application that uses the migrated data, such as a Timetable report, might report an error and fail.

4. Indicates tables new with CMS R18 that will be migrated when upgrading to future R18 and later
releases. You must upgrade a system with Multi-tenancy to a new system that supports Multi-tenancy.

Upgrading Avaya Call Management System June 2019 98

 System administration tables

System administration tables

Table Application Description

br_devices Backup/Restore Backup/Restore devices

cmstbls Dictionary Database tables
cow/reports/designer Supervisor Report designer
custobjects
db/gem/c_custom1 Custom Reports Report GEM files (current)
db/gem/h_custom1 Custom Reports Report GEM files (historical)
db/gem/r_custom1 Custom Reports Report GEM files (real-time)
db/journal/shortcut1 Time Tables Shortcut settings
db/journal/timetable1 Time Tables Timetable settings
dbitems Dictionary Database items
f_hypodata Forecast Hypothetical Data
features User Permissions Feature access
h_custom1 Custom Reports Custom reports: historical
main_menu1 CRT Main menu
menu1 CRT Submenu
menu_add1 CRT Menu additions
r_custom1 Custom Reports Custom reports: real time
scwininfo1 Short Cuts Shortcut window info
sys_info DSA, FSA DC parameters
ttsc1 Time Tables, User Perms Timetables
ttsched1 Time Tables, User Perms Schedules
ttsctasks1 Time Tables, User Perms Associated tasks
user_colors1 CRT Color options
user_defval1 CRT User defaults
users1 User Permissions Users

Upgrading Avaya Call Management System June 2019 99

Appendix B: Data migration tables

1. Indicates tables that hold data associated with a specific CMS user ID. If the user ID is
removed from CMS, an application that uses the migrated data, such as a Timetable report,
might report an error and fail.

Upgrading Avaya Call Management System June 2019 100

 Agent/call center administration tables

Agent/call center administration tables

Table Application Description

aar_agents Agent Act. Recorder Agents being traced

acd_groups ACD groups Global dictionary
acd_shifts DSA, FSA Agent shifts
acds User Permissions ACD access
ag_ex_adm Exceptions Agent exceptions admin
agroups Dictionary Agent groups
arch_stat Archiver Archive status
arch_tz Timezone Timezone administration
dbstatus Backup/Restore Hist./forecast tables update status
f_cdayconf1 Forecast Current Day Config.
f_chpap Forecast Call Handling Profile
f_chprof Forecast Call Handling Profile
f_cstap Forecast Costs Profile
f_cstprof Forecast Costs Profile
f_dataarch Forecast Data Storage Alloc.
f_spdays1 Forecast Special Day Admin
f_status Forecast Forecast Manager Status
f_tkgpprof Forecast Trunk Group Profiles
sp_ex_adm Exceptions Split exceptions admin
split_pro1 ACD profiles Split profile
splits1 User Permissions Split access
synonyms Dictionary Synonyms
ten_agent2 Multi-tenancy Tenant agent assignments

ten_cwc2 Multi-tenancy Tenant Call Work Code assignments

ten_spl2 Multi-tenancy Tenant split/skill assignments

Upgrading Avaya Call Management System June 2019 101

Appendix B: Data migration tables

Table Application Description

ten_tkgrp2 Multi-tenancy Tenant trunk group assignments

ten_vdn2 Multi-tenancy Tenant VDN assignments

ten_vector2 Multi-tenancy Tenant vector assignments

tenants2 Multi-tenancy Tenant permissions

tg_ex_adm Exceptions Trunk group exceptions admin

tgroups User Permissions Trunk groups access
vdn_pro ACD profiles VDN profile
vdn_x_adm Exceptions VDN exceptions admin
vdns User Permissions VDN access
vec_x_adm Exceptions Vector exceptions admin
vectors User Permissions Vector access
workcodes User Permissions Work codes access
1. Indicates tables or data affected by the EAS format.

2. Indicates tables new with CMS R18 that will be migrated when upgrading to future
R18 and later releases. You must upgrade a system with Multi-tenancy to a new
system that supports Multi-tenancy.

Upgrading Avaya Call Management System June 2019 102

 Historical tables

Historical tables

Table Application Description

acdadminlog Historical reports Log of ACD admin modifications

ag_actv1 Agent Trace Agent trace data
agex1 Historical reports Agent exceptions data
call_rec Historical reports Internal call history
d_secs Historical reports
dagent1 Historical reports Daily agent data
dcwc Historical reports Daily call work codes data
dsplit1 Historical reports Daily splits data
dtkgrp1 Historical reports Daily trunk groups data
dtrunk Historical reports Daily trunks data
dvdn Historical reports Daily VDNs data
dvector Historical reports Daily vector data
f_cday1 Forecast Current Day Report
f_cdayrep1 Forecast Current Day Report
f_dsplit1 Forecast Daily Split Data
f_dtkgrp Forecast Daily Trunk Group Data
f_ispday1 Forecast Special Day Split Data
f_isplit1 Forecast Interval Split Data
f_itkgrp Forecast Interval Trunk Group Data
hagent1 Historical reports Intrahour agent data
haglog1 Historical reports Intrahour agent login-logout data
hcwc Historical reports Intrahour call work code data
hsplit1 Historical reports Intrahour split data
htkgrp1 Historical reports Intrahour trunk group data
htrunk Historical reports Intrahour trunk data

Upgrading Avaya Call Management System June 2019 103

Appendix B: Data migration tables

Table Application Description

hvdn Historical reports Intrahour VDN data

hvector Historical reports Intrahour vector data
linkex Historical reports Link exceptions data
m_secs Historical reports
magent1 Historical reports Monthly agent data
mctex1 Historical reports Malicious call trace exceptions
mcwc Historical reports Monthly call work code data
msplit1 Historical reports Monthly split data
mtkgrp1 Historical reports Monthly trunk group data
mtrunk Historical reports Monthly trunk data
mvdn Historical reports Monthly VDN data
mvector Historical reports Monthly vector data
spex1 Historical reports Split exceptions
tgex Historical reports Trunk group exceptions
vdnex Historical reports VDN exceptions data
vecex Historical reports Vector exceptions data
w_secs Historical reports
wagent1 Historical reports Weekly agent data
wcwc Historical reports Weekly call work code data
wsplit1 Historical reports Weekly split data
wtkgrp1 Historical reports Weekly trunk group data
wtrunk Historical reports Weekly trunk data
wvdn Historical reports Weekly VDN data
wvector Historical reports Weekly vector data
wvector Historical reports Weekly vector data
1. Indicates tables or data affected by the EAS format.

Upgrading Avaya Call Management System June 2019 104

 Tables not migrated

Tables not migrated

The data in these tables are not migrated to the new system. The tables are empty until the first
backup is run.

Table Application Description

br_dev_types Backup/Restore Backup/Restore device types

br_fulls Backup/Restore Backup history: full backups
br_increms Backup/Restore Backup history: incremental backups
br_tables Backup/Restore Backup/Restore tables
customer_log ELOG Customer error log
dberrors IDBM Error map: Informix vs. CMS
dcadmin DSA, SPI, install Data collection admin
dcalloc DSA, FSA Data storage allocation admin
error_msg ELOG Canned customer error msgs
ex_msgs Exceptions Canned exception messages
f_agposrep Forecast Agent Positions Required Report
f_fin Forecast Financial Report
f_finrep Forecast Financial Report
f_hfinrep Forecast Hypothetical Financial Report
f_hyporep Forecast Hypothetical Report
f_intra Forecast Intraday Report
f_intrarep Forecast Intraday Report
f_long Forecast Long Term Report
f_longrep Forecast Long Term Report
f_specrep Forecast Special Day Report
f_tkreqrep Forecast Trunk Required Report
f_tperfrep Forecast Trunk Performance Report
filesys DSA,FSA Historical reports file systems

Upgrading Avaya Call Management System June 2019 105

Appendix B: Data migration tables

Table Application Description

fs_check CRT File systems for free space check

menu_help CRT Menu help
menu_item_help CRT More help for menu items
print_adm Printer Admin Printer parameters
std_rpts Custom Reports Standard reports list
tt_hostname Time Tables, Host Name Timetables

Upgrading Avaya Call Management System June 2019 106

 Index

Index

A T
ACDs . . . . . . . . . . . . . . . . . . . . . . . 17 third-party software . . . . . . . . . . . . . . . . . 42
recording switch information . . . . . . . . . . . 17
authorizations . . . . . . . . . . . . . . . . . . . 18
V
Verifying that CMS is operating . . . . . . . . . . . 63
B
blank data forms . . . . . . . . . . . . . . . . . . 83

C
Configuring ASG . . . . . . . . . . . . . . . . . . 63
customizations . . . . . . . . . . . . . . . . . . . 42

D
data forms . . . . . . . . . . . . . . . . . . . . . 83
data migration tables . . . . . . . . . . . . . . . . 91
data storage allocation . . . . . . . . . . . . . . . 20
displaying switch information . . . . . . . . . . . . 17

F
free space allocation . . . . . . . . . . . . . . . . 21

H
https
//support.avaya.com/Copyright . . . . . . . . . . 3

I
Installing Operational Analyst software . . . . . . . 42

M
migration
data tables . . . . . . . . . . . . . . . . . . . 91

S
setup . . . . . . . . . . . . . . . . . . . . . . . 17
switch information . . . . . . . . . . . . . . . . . 17

Upgrading Avaya Call Management System June 2019 107

Index

Upgrading Avaya Call Management System June 2019 108