Call Management System Installation and Maintenance

1. Call Management System Installation and Maintenance ATI00685IEN Instructor Name – Javier Basualdo Instructor email – jbasualdo@sumarianetworks.com

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

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

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

5. Logistics – Asking a Question • When you want to ask a question: • Select Full Screen at the bottom of the Share Pod to restore the normal view (if necessary). • Select the Raise Hand icon or go to the Status Options drop-down arrow and select Raise Hand to notify the instructor you have a question, and then… • Ask your question live by way of the the audio bridge. or • Use the Chat pod to type your question.

6. Logistics – Asking a Question: Raise Hand Participant View Status Options Raise Hand

7. Logistics – Asking a Question: Chat Pod

8. Audio Test • You or the participants might need to access the standard Volume Control Menu to change volume or mute settings for the Volume and/orWave controls. Note Advise the participant to consider using a telephone headset to prevent any distractions while in the virtual meeting.

9. Housekeeping/Class Rules • Be courteous to your classmates and the instructor: • Limit extracurricular conversations on cell phones or otherwise. • Check your email, voice mail, and IM chat on breaks only. • Ensure your cell phone or pager is on vibrate. • Maintain a professional atmosphere. • Make every effort to be on time for the start time and from breaks and lunches. • Questions will be asked frequently (every 5 to10 minutes) and participation will be prompted. • A survey link will be sent to you by email at the end of the session.

10. Schedule This vILT course will take approximately 12 hours to complete. Day 1 – Session 1 (6 hours) Day 2 – Session 2 (6 hours)

11. Q&A

12. Getting Started with Toolwire • vILT labs are performed using the “Toolwire data source.” In this class, we will be accessing virtual CMs (Communication Managers), and a remote CMS system. • In addition, each student will have access to CMS Supervisor, Terminal Emulator, and simulation programs for you to gain hands-on experience. • Go to https://dcm.toolwire.com/login_pro/login_pro.jsp?RID=avaya to access Toolwire.

13. Getting Started with Toolwire (Continued) • First time users, select Before You Begin to: • Update the Java client. • Install the Citrix ICA Web Client. • Verify that Flash 8 or higher is installed.

14. Getting Started with Toolwire (Continued) • User Names and Passwords are provided by the instructor. • For Client Options, leave Citrix XenApp Plug-in Client checked. • For Proxy Discovery Options, select Automatic Proxy Detection. • Click Login.

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

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

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

18. Course Overview This course provides an overview of the process that a Business Partner will follow to set up a CMS system. Students will have access to a Communication Manger (CM) and a Call Management System (CMS) in this class, and some hands-on exercises are included. The course makes available several documents, job aids, and resources that students will be able to use for future CMS implementations.

19. Course Outline Chapter 1 - CMS Configurations, Installations, and Upgrades (Day 1) …Tasks that you might be required to perform on a customer's CMS system… Chapter 2 - CMS Installation or Platform Upgrade (Day 1) …Procedure to prepare a system for production… 1) Prepare for the installation. 2) Administer the CM/CMS link. 3) Establish CMS connectivity. 4) Perform the setup procedures (Day 2). 5) Contact Avaya to complete the installation. Chapter 3 - The Cutover (Day 2) …Final steps at customer site… 1) The cutover and registration with Sun and Avaya 2) CMS administration Chapter 4 - CMS Maintenance and Troubleshooting Overview (Day 2) …Some common maintenance and troubleshooting procedures…

20. Schedule (Approximate) • Day 1: Chapters 1 and 2 presentation and hands-on exercises • Day 2: Chapters 3 and 4 presentation and hands-on exercises The more interactive the students are, the better the experience is for all the students.

21. Chapter 1 CMS Configurations, Installations, and Upgrades Duration: 1.5 hours

22. Duration: 1.5 hours Chapter 1, Module 1

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

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

25. R15 and R16 CMS Supported Platforms (Continued) • R16 CMS is supported on the T5120 and T5220 platforms. • R16 CMS uses RAID for file the system and IDS raw partitions – as opposed to R15 that uses disk mirroring and soft partitioning. • R16 systems are built with RAID 10 performance and redundancy hardware installed and configured.

26. New Installation vs. Platform Upgrade • Both are shipped as a new installation from the factory. • On R15 CMS, standard CMS software is installed by default; expanded AUX is optional software. • On R16 CMS, expanded AUX CMS software is the default and there is no other option. • A new installation is set up with new information from the customer. • A platform upgrade is typically set up to look like the existing CMS.

27. Baseload Upgrade • A baseload upgrade requires a PCN to be ordered from Avaya Maintenance. • PCN = Product Change Notice = bug fix load • They are customer installable, but typically not performed by a customer. • They are service affecting. Solaris patches and CMS software are updated.

28. Baseload Upgrade (Continued) • Overview of process: • Update Solaris patches and security script. • Remove and install Supplemental Services if necessary. • Remove CMS and say YES to preserve data. • Install new CMS (and patches). • Remove and install new Visual Vectors Server if necessary. • The process is documented in the Baseload Upgrade document: http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations

29. CMS System Restore • A system restore might be required if a disk crashes or for other unforeseen circumstances. • A restore can be performed by the customer, but typically is not. • The process is documented in the Software Installation Maintenance and Troubleshooting document:http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations

30. Quiz

31. Chapter 1, Quiz 1 Which platforms are supported in R16 CMS? Which platforms are supported in R15 CMS? True or False: Both R15 and R16 CMS releases are shipped with RAID hardware on the T5120 platforms. True or False: CMS R15 is shipped with expanded AUX CMS as the default. True or False: If an existing customer needs a platform upgrade, the system is shipped from the factory as if it was a system for a new customer. True or False: An example of a baseload upgrade is an upgrade from R15 to R16 CMS. True or False: Both baseload upgrades and system restores can be performed by a customer.

32. Q&A

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

34. CUE Upgrade: R15 vs. R16 CMS (Continued) • R15 CUE: • Netra upgrades to R15 CMS – no changes from the past. • V890 upgrades require that the technician be on site to boot the CUE boot disk using the Solaris software DVD. • R16 CUE: • RAID hardware is always included and must be installed before the CUE upgrade can be performed. • Blank hard drives are shipped and the boot disk is built with a flash archive on the fly.

35. CUE Upgrade: R15 vs. R16 CMS (Continued) • R15 to R16 CUE upgrade: • The customer must already be on a T5120 or T5220. • R16 CUE kit is shipped with RAID hardware since R15 customers on these platforms did not require RAID.

36. CUE Upgrade: R15 vs. R16 CMS (Continued) • The CUE upgrade document is available for Avaya personnel only. • Upgrades are done by Avaya-authorized personnel based on the following conditions: • In the United States and Canada, only Avaya CMS Provisioning personnel do upgrades. Avaya CMS Provisioning is assisted by on-site Avaya technicians. • Outside the United States and Canada, Avaya-approved Business Partners or system integrators do upgrades.

37. Quiz

38. Chapter 1, Quiz 2 True or False: If an R14 customer wants to upgrade to R16 CMS, the CUE process can be used. True or False: An R15 CUE kit is always shipped with RAID hardware that must be installed prior to the CUE upgrade. True or False: The CUE process documentation is available on the Avaya Support Web site. True or False: An R15 customer who is on a Netra 210 can use the CUE process to upgrade to R16 CMS.

39. Q&A

40. High Availability (HA) CMS • Dual ACD links on the communication server. • Paired set of CMS servers each separately connected to one of the dual links, and through which simultaneous and identical sets of call data are received. • Separate network subnet connections for paired ACD-CMS combinations.

41. High Availability (HA) CMS (Continued) • Both platforms in a HA configuration should be identical models and must have the same/similar CMS software load. • Requires Avaya Professional Services admin sync software. • Avaya High Availability is documented at: http://support.avaya.com/css/Products/P0030/Installation,%20Migrations,%20Upgrades%20&%20Configurations

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

43. Survivable CMS • During normal operation, the survivable CMS operates in a “standby mode.” • CMS only collects ACD call data during a failover from the surviving environment controlled by the active ESS or LSP. • Requires Avaya Professional Services admin sync software.

44. Standard vs. Expanded AUX CMS • Standard CMS supports 10 AUX reason codes (0 to 9). • For R15 CMS, systems are shipped from the factory with this version installed. Optional expanded AUX software is shipped if the customer orders it. • For R16 CMS, all systems are shipped with Expanded AUX CMS and there is no other option.

45. Standard vs. Expanded AUX CMS (Continued) • Expanded AUX CMS supports more than 10 AUX reason codes (0 to 99). • For R15 CMS, all systems are shipped with Standard CMS installed. If there is expanded AUX CMS on the order, you’ll be required to remove Standard and install the Expanded AUX software. • For R15 CMS, 15-minute intervals are not supported with expanded AUX CMS. • In R16 CMS, expanded AUX CMS is the default and 15-minute intervals are supported.

46. Quiz

47. Chapter 1, Quiz 3 True or False: HA and Survivable CMS both require Avaya Professional Services admin sync software. True or False: Survivable CMS simultaneously collects data as a backup to the primary CMS. True or False: 15-minute intervals are supported with expanded AUX CMS in both R15 and R16 CMS releases.

48. Q&A

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

50. Chapter 2 CMS Installation or Platform Upgrade Duration: 6.5 hours