Release Notes for migrating to Avaya Proactive Contact 5.1

Transcription

1 Release Notes for migrating to Avaya Proactive Contact 5.1 Release Notes for migrating to Avaya Proactive Contact 5.1

2 Release Notes for migrating to Avaya Proactive Contact Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. 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4 Table of Contents 1. Checklist before beginning with migration process Summary of procedure for migration Migrating from Avaya Proactive Contact 4.x, 5.0, or to Avaya Proactive Contact Preparing dialer files and database for migration on HP DL385 G2/G5/IBM x3650 M Installing Avaya Proactive Contact 5.1 Linux ES Bootable Installing Avaya Proactive Contact 5.1 Dialer Migrating Dialer Configuration files, Calling lists, and Database Post-migration procedure Migrating from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact Installing Avaya Proactive Contact 5.1 Linux ES Installing Avaya Proactive Contact 5.1 Dialer Preparing data on Avaya Proactive Contact 3.0.x Dialer for migration Transferring configuration files to Avaya Proactive Contact 5.1 Dialer Importing data from Avaya Proactive Contact 3.0.x Dialer Post-migration procedure Customer found defects, known issues and workarounds, troubleshooting, and improvements Avaya Technical Support contact information Appendix A Installing Avaya Proactive Contact 5.1 Dialer and Database Appendix B List of files migrated during the migration procedure Appendix C Checklists for migration Migrating from Avaya Proactive Contact 4.x, 5.0, or to Avaya Proactive Contact Migrating from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact Page 1

5 Revision History Version Date 0.1 September 8, October 25, February, April 12, 2013 Page 2

6 Migration is defined as a new installation, accompanied by migration of data from the previous version that is in use. It is a change in the hardware as well as software from the existing version in use. 1. Checklist before beginning with migration process Ensure that you have the IBM x3650 M2, HP DL 385 G5, or HP DL 360 G7 server to install Avaya Proactive Contact 5.1 Ensure that you have the following ISOs of Avaya Proactive Contact 5.1: Dialer/Database Linux ES Bootable WebLM and Internet Monitor can be co-resident with the Dialer or can be installed on a Windows server. Therefore, accordingly ensure you have a Windows server, if required. Two blank DVD or Tapes, or USB devices. In case of Third party host, ensure you have enough free space as per the size of the backup. In case of migration from Avaya Proactive Contact to Avaya Proactive Contact 5.1, taking backup and restoring the backup using a USB device is not supported. Ensure that the host name of the dialer is the same as the host name of the previous version of the Avaya Proactive Contact installed on your system. 2. Summary of procedure for migration The summary of procedure for migrating from Avaya Proactive Contact 4.x, 5.0, and to Avaya Proactive Contact 5.1 is as follows. For detailed procedure, see the appropriate sections. Procedures to be performed on Avaya Proactive Contact 4.x, 5.0, and systems: 1. Run migration script to prepare configuration files, calling lists, and users for migration to Avaya Proactive Contact Run migration script to prepare database for migration. Procedures to be performed on Avaya Proactive Contact 5.1 system: 1. Install Avaya Proactive Contact Migrate configuration files and calling lists. 3. Migrate database. 4. Perform all the post migration procedures mentioned in the following sections. Page 3

7 The summary of procedure for migrating from Avaya Proactive Contact 3.x to Avaya Proactive Contact 5.1 is as follows. For detailed procedure, see the appropriate sections. Procedures to be performed on Avaya Proactive Contact 3.x system: 1. Prepare calling lists for migration to Avaya Proactive Contact Prepare database for migration to Avaya Proactive Contact Prepare list of Avaya Proactive Contact users for migration to Avaya Proactive Contact 5.1. Procedures to be performed on Avaya Proactive Contact 5.1 system: 1. Install Avaya Proactive Contact Prepare calling lists, database, and users for migration. 3. Transfer/update configuration files to Avaya Proactive Contact 5.1 system from Avaya Proactive Contact 3.0.x. For the files to be transferred/updated, refer appropriate sections in this document. 4. Migrate the calling lists. 5. Migrate the database. 6. Perform the post-installation procedure as mentioned in the Avaya Proactive Contact 5.1 Dialer release notes. 7. Migrate the users. 3. Migrating from Avaya Proactive Contact 4.x, 5.0, or to Avaya Proactive Contact 5.1 You can migrate from the following versions: Avaya Proactive Contact Avaya Proactive Contact 4.1 Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact 4.2 Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact 5.0 Avaya Proactive Contact Page 4

8 When migrating from Avaya Proactive Contact 4.x, 5.0, and to Avaya Proactive Contact 5.1, you can migrate from the HP DL385 G2/G5/IBM x3650 M2 server to HP DL 360 G7 Server or to HP DL385 G2/G5/IBM x3650 M2 server. For migrating, you must perform the following tasks in the given order: 1. Preparing dialer files and database for migration on HP DL385 G2/G5/IBM x3650 M2 2. Installing Avaya Proactive Contact 5.5 Linux ES Bootable 3. Installing Avaya Proactive Contact 5.1 Dialer 4. Migrating Dialer configuration files, Calling lists, and Database Each of these tasks is explained in detail in the subsequent sections. NOTE: It may not be possible to restore the Mondo Backup taken on a HP ProLiant DL 385 G2/G5/IBM x3650 M2 to an HP DL 360 G7 server because HP DL 360 G7 servers do not support RHEL 4.4/ Preparing dialer files and database for migration on HP DL385 G2/G5/IBM x3650 M2 This section describes the steps required to prepare the following for migration: Dialer configuration and calling lists files Database NOTE: In case of migration from Avaya Proactive Contact to Avaya Proactive Contact 5.1, taking backup and restoring the backup using a USB device is not supported. Preparing dialer files and users for migration See Appendix B for the files that are migrated automatically during the migration process. IMPORTANT: If you have done any customizations or if you need any other file from the Avaya Proactive Contact 4.x, 5.0, or system apart from the files listed in Appendix B, you will need to migrate them manually. To prepare the calling lists and dialer configuration files: 1. Log in to Avaya Proactive Contact 4.x, 5.0, or dialer system as admin user. 2. Stop all the dialer processes by using the following commands : stop_pds stop_mts stop_db Page 5

9 3. Insert Avaya Proactive Contact 5.1 Dialer DVD on Avaya Proactive Contact 4.x, 5.0, or Dialer system. If you are using the USB device, then copy the ISO image in a directory with space more than 3.5 GB. Remove the USB device after copying the ISO image. 4. Log in as sroot user on the Avaya Proactive Contact 4.x, 5.0, or dialer. 5. Mount the DVD using the following command: mount /mnt/cdrom cd /mnt/cdrom If you are using a USB device, then go to the directory where you copied he ISO image and mount the ISO image as follows: mount o loop <dialer ISO image> /mnt/cdrom cd /mnt/cdrom 6. The migration script allows you to take a backup on a USB/DVD/Tape/Third Party Host. NOTE: If you are taking a backup on USB/Tape/Third Party Host, then skip Step 6 and 7 and resume from Step 8. If you plan to use DVD as the backup media for migration, then run the following commands: cp -pr PC5.1_Mig pc_mig /tmp cd / umount /mnt/cdrom 7. Remove the Avaya Proactive Contact 5.1 Dialer DVD from the DVD drive. cd /tmp 8. Insert a blank USB/DVD/Tape as per the media you want to take the backup on. 9. Run the migration script as below:./pc5.1_mig If you are taking backup of prepared files using a third party host, then first type 3 to select the Manage migration configuration option for the third party host. NOTE: You must consider the following if taking a backup on a Third Party Host: - While using Third Party host, if you want to keep the backup on the same system, then provide the IP address in the Manage migration configuration option. Page 6

10 - The migration script displays a prompt for you to enter the password several times. You must enter the password whenever the script gives the password prompt. - Once the backup starts, no activity is displayed on the screen, which indicates that the backup activity is in progress. Do not enter anything during this time unless prompted by the script. - If you are migrating from Avaya Proactive Contact system, then take a backup of sh_eng.msg present in the /opt/avaya/pds/language directory. To take a backup, run the following commands: cd /opt/avaya/pds/language cp sh_eng.msg sh_eng.msg In the main menu, type 1 to select Prepare data for migration (to a new PC 5.1 system) option. 11. In the next screen, type 1 to select the Prepare dialer files for migration (calling lists and dialer config files) option. 12. In the Select media menu, select the appropriate option to take back up of prepared files for migration on USB/DVD/Tape/Third Party Host. NOTE: If the file size of system and calling lists is greater than 4 GB, then you can take a backup only on a USB/DDS Tape or on Third Party Host. The files that are backed up are listed at the selection. 13. The PC5.1_Mig script creates the userlist.txt file in the /opt/avaya/pds/config directory which includes the users of group type sysadm, system, agent, pcanal, auditor, rbac, and rbacadmin. This file is present in the following format: username:group:password:description where: username - Username of the users on Avaya Proactive Contact 4.x, 5.0, or system (8 characters or less) group - Group name to which the users belongs. password - Sets a default password for the user. description - Description of the user 14. After the backup process is complete, remove the USB/DVD/Tape on which the backup is taken and press Enter to go back to main menu and type 0 to exit from the menu. Preparing database for migration NOTE: Perform this procedure only on a primary dialer. Page 7

11 To export database data from the Avaya Proactive Contact 4.x, 5.0, or system: 1. If you want to take the backup on DVD, then run the following command: cd /tmp If you want to take the backup on USB/Tape/Third party host, then run the following command: cd /mnt/cdrom 2. Insert a blank USB/DVD/Tape to take the backup of the database files. 3. Run the migration script as follows:./pc5.1_mig 4. In the main menu, type 1 to select the Prepare data for migration (to a new PC 5.1 system) option. 5. In the next screen, type 2 to select the Prepare database for migration option. 6. In the Select media menu, select the appropriate option to take back up of database data files (export data) on USB/DVD/Tape/Third Party Host. NOTE: If the file size of system and calling lists is greater than 4 GB, then you can take a backup only on a USB, DDS Tape or on Third Party Host. 7. After the backup process is complete, remove the USB/DVD/Tape from the drive, press Enter to go back to main menu and press 0 to exit Installing Avaya Proactive Contact 5.1 Linux ES Bootable Install Avaya Proactive Contact 5.1 Linux ES Bootable (Material ID: ) on the IBM x3650 M2, HP DL 385 G5, or HP DL 360 G7 server. Also, ensure that this system has the same hostname as the system from which the backup was taken. To find out the hostname, run the hostname command. Customers using HP DL 385 G5 server might require additional memory to use the additional capacities and features introduced in Avaya Proactive Contact 5.1. For details on installation, refer to the Avaya Proactive Contact 5.1 Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at Installing Avaya Proactive Contact 5.1 Dialer To install Avaya Proactive Contact 5.1 Dialer, refer to Appendix A. Page 8

12 3.4. Migrating Dialer Configuration files, Calling lists, and Database This section describes the steps required to migrate the following on the Avaya Proactive Contact 5.1 system: Dialer Configuration files and Calling lists Database NOTE: While performing the following procedures, if you get the message /dev/dvdwriter already mounted or /DVD_MNT is busy, then unmount /DVD_MNT using the following command: unmount /DVD_MNT Migrating Dialer Configuration files and Calling lists IMPORTANT: If you are migrating from Avaya Proactive Contact system, then first run the following commands: cd /opt/avaya/pds/config cp -p group.pds group.pds.5.1 To migrate dialer configuration files and calling lists: 1. Insert Avaya Proactive Contact 5.1 Dialer DVD on the Avaya Proactive Contact 5.1 Dialer system. 2. Log in as sroot user. 3. Mount the DVD and run the following script: mount /mnt/cdrom cd /mnt/cdrom If you are using the USB device, then copy the ISO image in a directory with space more than 3.5 GB. Mount the ISO image as follows: mount o loop <dialer ISO image> /mnt/cdrom cd /mnt/cdrom Remove the USB device after copying the ISO image. 4. If the backup media used in sub-section Preparing dialer files for migration was DVD, then execute the following commands on the Avaya Proactive Contact 5.1 Dialer: cp -pr PC5.1_Mig pc_mig /tmp cd / umount /mnt/cdrom 5. Remove the Avaya Proactive Contact 5.1 Dialer DVD from the DVD drive. cd /tmp Page 9

13 If the backup media used for backing up the data in Avaya Proactive Contact 4.x, 5.0, or was not DVD, then skip this step. 6. Insert the USB/DVD/Tape on which the backup of dialer configuration files and calling lists was taken. 7. Run the following script:./pc5.1_mig If you are restoring (restore and migrate) prepared files using a third party host, then first type 3 to select the Manage migration configuration option and then give appropriate parameters for the third party host. NOTE: You must take the following points into consideration if taking a backup on a Third Party Host: - While using Third Party host, if you want to keep the backup on the same system, then provide the IP address in the Manage migration configuration option. - The migration script displays a prompt for you to enter the password several times. You must enter the password whenever the script gives the password prompt. - Once the backup starts, no activity is displayed on the screen, which indicates that the backup activity is in progress. Do not enter anything during this time unless prompted by the script. 8. In the main menu, type 2 to select the Perform migration (to a new PC 5.1 system) option. 9. Type 1 to select the Migrate system configuration files and calling list option. 10. In the Select media menu, select the appropriate option to restore and migrate prepared files for migration on USB/DVD/Tape/Third Party Host. 11. After the restore and migrate process is complete, remove the USB/DVD/Tape from which the backup was taken and press Enter to go back to the main menu, type 0 to exit from the script. IMPORTANT: If you are migrating from Avaya Proactive Contact system, then run the following commands: cd /opt/avaya/pds/config cp p group.pds.5.1 group.pds See Appendix B for the files that are migrated automatically during the migration process. Page 10

14 IMPORTANT: If you have done any customizations or if you need any other file from the Avaya Proactive Contact 4.x, 5.0, or system apart from the files listed in Appendix B, then migrate them manually. Migrating Database Perform this procedure only on the primary dialer. To import database to the Avaya Proactive Contact 5.1 system: 1. If the backup media used was DVD to take a backup of the database, configuration files, and calling lists, then run the following command: cd /tmp If the backup was taken on USB/Tape/Third party host, then run the following command: cd /mnt/cdrom 2. Insert the USB/DVD/Tape on which the database backup of the Avaya Proactive Contact 4.x, 5.0, or dialer was taken. 3. Run the following script:./pc5.1_mig 4. In the main menu, type 2 to select the Perform migration (on a new PC 5.1 system) option. 5. Type 2 to select the Migrate database data option. 6. In the Select media menu, select the appropriate option to import database data from USB/DVD/Tape/Third Party Host to Avaya Proactive Contact 5.1 database. 7. After the restore process is complete, remove the USB/DVD/Tape and press Enter to go back to the main menu and press 0 to exit. NOTE: After migration, the agent history files, that is <agentname>.hist, are regenerated. The agent history files are generated from the info.stat and tran.stat files. Therefore, the agent history file will have data for only for as many number of days for which the info.stat and tran.stat files are available Post-migration procedure Perform the following post-migration procedures: Configure the system Configure a pod Configuring text case for downloading or uploading calling list Migrate the calling list Page 11

15 Turn off the SSL Start up the Dialer processes Migrate users from Avaya Proactive Contact 4.x, 5.0, or to Avaya Proactive Contact 5.1 Configure settings for Russian time zone Configuring the system To configure the system: 1. Log in to the dialer as admin user. 2. Go to /opt/avaya/pds/etc directory. Edit master.cfg to set the following parameter: DBSERVERIP: IP address of the primary dialer Configuring a pod If you are migrating a podded system, perform the following steps on all the dialers in the pod: 1. Log in to the dialer as a sroot user. 2. Type menu install and press Enter. 3. On the installation and configuration menu, type 3 to select the Configure the system option. 4. Type 4 to select the Configure POD option. 5. Configure HA LDAP as prompted by the system. To configure HA LDAP, see High Availability LDAP Configuration for Avaya Proactive Contact 5.1 on 6. The system displays various prompts to add all the dialers and corba users in the pod. Select the required options and then exit the menu. 7. After configuring HA LDAP, run the following commands on all the dialer in the pod to verify that the LDAP servers on all the dialers in the pod can communicate with each other: ldapsearch H ldaps:// <local-hostname>:636 ldapsearch H ldaps://<remote-hostname>:636 Where: <local-hostname> is the dialer on which the command is run. A list of all the users in the LDAP database on the dialer, on which the command is executed, is displayed. <remote-hostname> are the other dialers in the pod. A list of all the users in the LDAP database on the remote dialers is displayed. Page 12

16 Configuring text case for downloading or uploading calling list In the Editor, while downloading or uploading a calling list, you can select a case to which you can convert your calling list data. The available options are Upper case, Lower case, and Title case. In this release, you can disable the text case parameter that converts the case of the calling list data. By default, the text case is enabled. However, you can disable the text case parameter. To disable the text case parameter: 1. Go to opt/avaya/pds/config directory. 2. Open the case.conf file. 3. Set the value of IGNORECASE parameter to YES. By default, it is : IGNORECASE:NO Migrating the calling list You must have sufficient free disk space to ensure successful backup. For example, if the calling list size is 1GB, then ensure that you have 2GB of available disk space before starting the migration process. To take the back up and migrate the calling lists, run the following script: Go to /opt/avaya/pds/tools/shell Command: cd /opt/avaya/pds/tools/shell Execute the script update_clist Command:. /update_clist NOTE: For each calling list file with size 1.5 GB, approximate time required for migration is minutes. For each record in the calling list, file size is increased by 16 bytes. Avaya recommends that you keep the size of the Calling list file to less than 2 GB for the proper functioning of the Dialer. You can use the following formula to verify the size of the calling list. New calling list size (bytes) = Original calling list size (bytes) + (number of calling list records x 16). NOTE: This formula provides you with an approximate value and not the exact size of the calling list. Turning off the SSL Perform this procedure if SSL was turned off in the Avaya Proactive Contact 4.x, 5.0, or system: 1. Log in to the dialer as sroot. Page 13

17 2. Run the following command: ssl_conf Restoring the locale.cfg file After migrating to Avaya Proactive Contact 5.1, the customizations that you might have done on the previous system must be done again manually. To customize the locale.cfg file: 1. Log in to the dialer as a sysadm user. 2. From the Administrator Main Menu, select Administrative tasks > Edit area codes/prefixes menu. Configuring settings for Russian timezone If your dialer is configured for Russian time zone, you must make the following changes manually after migrating to Avaya Proactive Contact 5.1. Change the value of the TZ parameter as follows: 1. Log in as an admin user on the dialer. 2. In the master.cfg file, change the value of TZ parameter from TZ:MSK-3MSD to TZ:MSK-4. To change the value, run the following command: sed -i 's/^tz:msk-3msd/tz:msk-4/' /opt/avaya/pds/etc/master.cfg If Russian time zone is configured, the installer changes the + symbol to the character s. You must change the s character back to the + symbol in the timezone.cfg file as follows: 1. Log in as an admin user on the dialer. 2. Run the following command: cd /opt/avaya/pds/config 3. Edit the timezone.cfg file by running the following command: vi timezone.cfg 4. Change the entry that is labeled as Special: From : s:особый:-4:msk-4:0-6:00.00:23.59 To +:Особый:-4:MSK-4:0-6:00.00:23.59 NOTE: If your dialer is configured in English language but for Russian time zone, then change the entry from: s:special:-4:msk-4:0-6:00.00:23.59 to +:Special:-4:MSK-4:0-6:00.00:23.59 Page 14

18 5. Save the timezone.cfg file. Starting up the Dialer processes 1. Execute the following command: NOTE: This procedure is applicable only for a single dialer setup. manage_corba_users D <DIALERID> -A For example, manage_corba_users -D 10 -A 2. Start the database by running the following commands: start_db check_db Verify that all the database processes are running. 3. Run the Mid-Tier software by running the following commands: start_mts check_mts Verify that all the Mid-Tier processes are running. 4. Start the Dialer software by running the following commands: tmigration start_pds check_pds check_mts Verify that all the Dialer processes are running. Migrating Users from Avaya Proactive Contact 4.x, 5.0, or to Avaya Proactive Contact 5.1 The PC5.1_Mig script creates a file named as userlist.txt in the /opt/avaya/pds/config directory, which includes the users of group type sysadm, system, agent, pcanal, auditor, rbac, and rbacadmin. If you had any other type of user present on the previous system, then you must add those users manually. The password for all the users included in the file is pcs123 by default. This file is present in the following format: username:group:password:description where: username - Username of the users on Avaya Proactive Contact 4.x, 5.0, or system (8 characters or less) group - Group name to which the users belongs. Page 15

19 password - Sets a default password for the user. description - Description of the user Edit the userlist.txt file if you want to: Add or delete some users from this file. Change the password of the users. The default password present in the file is pcs123. If you want the password of the users to expire on the first Log in, then set the value for the FORCEPWCHANGE parameter to 1 in the /opt/avaya/pds/config/createop.cfg file. Run the following steps to re-create all the Avaya Proactive Contact 4.x, 5.0, or users on the Avaya Proactive Contact 5.1 system: 1. Log in to the dialer as admin user. 2. Run the following command: createop -l /opt/avaya/pds/config/userlist.txt NOTE: If the username already exists on the Avaya Proactive Contact 5.1 dialer, then createop does not add the user and the following message is displayed: Invalid or Duplicate user. NOTE: Install WebLM and Internet Monitor, if required, only after the migration process is complete. Refer to the WebLM and Internet Monitor release notes at 4. Migrating from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact 5.1 You can migrate from the following versions: Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact If you want to migrate from Avaya Proactive Contact 3.0.x (Hardware:C8000) to Avaya Proactive Contact 5.1, then you must procure a HP DL 360 G7 machine, install Avaya Proactive Contact 5.1, and then move all the data to the new system. To migrate from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact 5.1, you need to perform the following tasks in the given order: 1. Installing Avaya Proactive Contact 5.1 Linux ES Page 16

20 2. Installing Avaya Proactive Contact 5.1 Dialer 3. Preparing data on Avaya Proactive Contact 3.0.x Dialer for migration 4. Transferring configuration files to Avaya Proactive Contact 5.0 Dialer 5. Importing data from Avaya Proactive Contact 3.0.x Dialer Each of these tasks is explained in detail in the subsequent sections Installing Avaya Proactive Contact 5.1 Linux ES Install Avaya Proactive Contact 5.0 Linux ES Bootable (Material ID: ) on HP DL 360 G7 server. For installation procedure, refer to the Avaya Proactive Contact 5.1 Linux ES Bootable release notes. You can download the release notes from the Avaya Support site at Installing Avaya Proactive Contact 5.1 Dialer To install Avaya Proactive Contact 5.1 Dialer, refer to Appendix A Preparing data on Avaya Proactive Contact 3.0.x Dialer for migration You must prepare the following on Avaya Proactive Contact 3.0.x for migration: Calling lists Database Users Copying scripts required for migration Before migrating data from Avaya Proactive Contact 3.0.x Dialer, perform the following procedure: 1. Insert the Avaya Proactive Contact 5.1 Dialer DVD in the Avaya Proactive Contact 5.1 system. 2. Log in as sroot user to the Dialer. 3. Mount the DVD using the following command: mount /mnt/cdrom If you are using the USB device, then copy the ISO image in a directory with space more than 3.5 GB. Mount the ISO image as follows: mount o loop <dialer ISO image> /mnt/cdrom Remove the USB device after copying the ISO image. 4. Go to the following directory: cd /mnt/cdrom/pc_mig/pc_mig3.0.x_to_ Copy the following files to Avaya Proactive Contact 3.0.x Dialer on /tmp directory: Page 17

21 start_mig DBExport_3.0.xto5.1 PrepareUserForMigrate_3.x_5.1 Migrating the Calling lists The start_mig script converts the calling lists from the Avaya Proactive Contact 3.0.x format to Avaya Proactive Contact 5.1 format. NOTE: The start_mig script should be run only on the HPUX Operating system. This script is exclusively for Avaya Proactive Contact 3.0.x systems. Only the calling lists in the standard format, such as list# and inbnd#, where the value of # is from 1-999, are converted by this script. If you want to re-run the start_mig script, ensure that you have deleted the $VOICEDIR/staging/inprogress/listcfg directory. To convert the calling lists: 1. Log in as admin user on Avaya Proactive Contact 3.0.x system. 2. Set the execute permission for the start_mig script using the following command: cd /tmp chmod 555 start_mig 3. Execute the script on Avaya Proactive Contact 3.0.x using the following command: start_mig n The script creates PC3toPC4.tar of all the calling lists applications from calllist.tbl, all the agent keys from agentkey.tbl, and all the DNC groups from dnc.tbl in the /tmp directory on Avaya Proactive Contact 3.0.x Dialer. Migrating the database NOTE: Ensure that the dialer and midtier operations are not in progress and database clients are not connected to either of the databases. All the Database operations are performed by the Oracle user. Data export is performed using the exp tool (Oracle 11g) for Avaya Proactive Contact 3.0.x. To export data from Avaya Proactive Contact 3.0.x Dialer: 1. Log in to the Avaya Proactive Contact 3.0.x dialer as admin user. 2. Shut down the dialer, midtier and database processes using the stop_pds;stop_mts and stop_db commands. 3. Logout as admin user and log in as root user. Page 18

22 4. Copy the DBExport_3.0.xto5.1 script to the path /home/oracle/migration and set the following ownership and permissions: cp DBExport_3.0.xto5.1 /home/oracle/migration cd /home/oracle/migration chow oracle: install DBExport_3.0.xto5.1 chmod 755 DBExport_3.0.xto To export data from the database, run the DBExport_3.0.xto5.1 script:./dbexport_3.0.xto5.1 The Export_PC3db.tar is created under the /tmp directory. Migrating the users To add all the users present on Avaya Proactive Contact 3.0.x system to the Avaya Proactive Contact 5.1 system: 1. Log in to the Avaya Proactive Contact 3.0.x dialer as admin user. The /etc/passwd file contains all the users present on the dialer, except the NIS users. If NIS is configured on Avaya Proactive Contact 3.0.X, then you must get the list of users and their corresponding group from the System Administrator. 2. Go to /tmp directory and run the following script:./prepareuserformigrate_3.x_5.1 The userlist.txt file is created in the /opt/avaya/pds/config directory which includes the users of group type sysadm, system, agent, and pcanal. If NIS is present on the system, then copy the list of users from the NIS to a temporary file such as /opt/avaya/pds/config/userlist.txt. 3. Ensure that the details of the users from NIS file are in the following format: username:group:password:description where: username - Username of the users on Avaya Proactive Contact 3.0.x system (8 characters or less) group - Group name to which the users belongs. password - Sets a default password for the user. description - Description of the user Page 19

23 4.4. Transferring configuration files to Avaya Proactive Contact 5.1 Dialer Transfer/Update the following files from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact 5.1 File Type File Name Location on Avaya Proactive Contact 3.0.x Dialer Configuration file Telephony Modification to be done in the files or parameters, if any master.cfg /opt/avaya/pds/etc Update the values of the parameters in the master.cfg file on Avaya Proactive Contact 5.1 as were present in the master.cfg of Avaya Proactive Contact 3.0.x. dgswitch.cfg voicemsg.cfg opmon.cfg phonefmt.cfg swif_ct.cfg /opt/avaya/pds/config NOTE: swif_ct.cfg is applicable if you were using a soft dialer and migrating from Avaya Proactive Contact 3.0.x soft dialer to Avaya Proactive Contact 5.1 soft dialer. Jobs *.job /opt/avaya/pds/job Selections and Strategies Completion codes Configuration files Copy all the *.S /opt/avaya/pds/callsel and *.G files compcode.cfg /opt/avaya/pds/config Update all the customer enabled completion codes from Avaya Proactive Contact 3.0.x system to Avaya Proactive Contact 5.1. timezone.cfg /opt/avaya/pds/config Update all the changes stdday.cfg from Avaya Proactive currencyfmt.cfg Contact 3.0.x system to Avaya Proactive Contact Page 20

24 File Type File Name Location on Avaya Proactive Contact 3.0.x Dialer File created by the Calling list migration Compressed file created by the Database migration script Text file containing Avaya Proactive Contact 3.0.x users PC3toPC4.tar Export_PC3db.tar /tmp userlist.txt /opt/avaya/pds/ staging/inprogress /opt/avaya/pds/config Modification to be done in the files or parameters, if any 5.1 system. NOTE: Apart from the above mentioned files, ensure that you import all the customizations done on the Avaya Proactive Contact 3.0.x system to the Avaya Proactive Contact 5.1 system Importing data from Avaya Proactive Contact 3.0.x Dialer Import the following from Avaya Proactive Contact 3.0.x Dialer to Avaya Proactive Contact 5.1 Dialer: Calling lists Database Importing the Calling lists Extract the PC3toPC4.tar file copied from Avaya Proactive Contact 3.0.x Dialer to Avaya Proactive Contact 5.1 Dialer in Section 4.4, and then import the calling lists. To import the calling lists: 1. Insert the Avaya Proactive Contact 5.1 Dialer DVD into the DVD drive. 2. Log in as sroot user on Avaya Proactive Contact 5.1 system. 3. Go to /opt/avaya/pds/staging/inprogress using the following command: cd /opt/avaya/pds/staging/inprogress 4. Extract the PC3toPC4.tar file using the following command: tar -xvf PC3toPC4.tar Page 21

25 5. After the files are extracted, copy the *.ky files to the following location: /opt/avaya/pds/config 6. Copy the entries from agentkey_pc4.tbl file and include them in the agentkey.tbl file present in the /opt/avaya/pds/config directory. 7. Copy the entries from dnc_pc5.tbl file and include them in the dnc.tbl file present in the /opt/avaya/pds/config directory. 8. Copy the entries from calllistapp.tbl file and include them in the calllistapp.tbl file present in the /opt/avaya/pds/lists directory. 9. Run the pcmig_3.0.x_to_5.1 script from Avaya Proactive Contact 5.1 Dialer DVD: mount /mnt/cdrom cd /mnt/cdrom/pc_mig/pc_mig3.0.x_to_5.1./pcmig_3.0.x_to_5.1 This script adds the parameters to list#.fdict of Avaya Proactive Contact 3.0.x calling list and job files. Importing the Database To import data to the Avaya Proactive Contact 5.1 database: 1. Log in to Avaya Proactive Contact 5.1 dialer as admin user. 2. Stop all the dialer, midtier, and database processes using the stop_pds, stop_mts, and stop_db commands. 3. Log in as sroot user. 4. Go to /tmp directory where you had copied the Export_PC3db.tar file in Section 4.4. cd /tmp 5. Extract the exported data from the Export_PC3db.tar file by using the following command: tar -xpvf Export_PC3db.tar P 6. Insert Avaya Proactive Contact 5.1 Dialer DVD. 7. Copy the DBImport_3.0.xto5.1 script from Dialer DVD to the path /home/oracle/migration and set the following ownership and permissions: Page 22

26 mount /mnt/cdrom cd /mnt/cdrom/pc_mig/pc_mig3.0.x_to_5.1 cp DBImport_3.0.xto5.1 /home/oracle/migration cd /home/oracle/migration chown oracle:oinstall DBImport_3.0.xto5.1 chmod 755 DBImport_3.0.xto To import the data to Avaya Proactive Contact 5.1 Database, run the DBImport_3.0.xto5.1 script:./dbimport_3.0.xto Post-migration procedure Perform the following post-migration procedures: Configuring a pod Configuring text case for downloading or uploading calling list Starting up the Dialer processes Migrating users from Avaya Proactive Contact 3.0.x to Avaya Proactive Contact 5.1 Configuring settings for Russian time zone Configuring a pod If you are migrating a podded system, perform the following steps on all the dialers in the pod: 1. Log in to the dialer as a sroot user. 2. Type menu install and press Enter. 3. On the installation and configuration menu, type 3 to select the Configure the system option. 4. Type 4 to select the Configure POD option. 5. Configure HA LDAP as prompted by the system. To configure HA LDAP, see High Availability LDAP Configuration for Avaya Proactive Contact 5.1 on 6. The system displays various prompts to add all the dialers and corba users in the pod. Select the required options and then exit the menu. 7. After configuring HA LDAP, run the following commands on all the dialer in the pod to verify that the LDAP servers on all the dialers in the pod can communicate with each other: ldapsearch H ldaps:// <local-hostname>:636 Page 23

27 ldapsearch H ldaps://<remote-hostname>:636 Where: <local-hostname> is the dialer on which the command is run. A list of all the users in the LDAP database on the dialer, on which the command is executed, is displayed. <remote-hostname> are the other dialers in the pod. A list of all the users in the LDAP database on the remote dialers is displayed. Configuring text case for downloading or uploading calling list In the Editor, while downloading or uploading a calling list, you can select a case to which you can convert your calling list data. The available options are Upper case, Lower case, and Title case. In this release, you can disable the text case parameter that converts the case of the calling list data. By default, the text case is enabled. However, you can disable the text case parameter. To disable the text case parameter: 1. Go to opt/avaya/pds/config directory. 2. Open the case.conf file. 3. Set the value of IGNORECASE parameter to YES. By default, it is : IGNORECASE:NO Configuring settings for Russian timezone If your dialer is configured for Russian time zone, you must make the following changes manually after migrating to Avaya Proactive Contact 5.1. Change the value of the TZ parameter as follows: 1. Log in as an admin user on the dialer. 2. In the master.cfg file, change the value of TZ parameter from TZ:MSK-3MSD to TZ:MSK-4. To change the value, run the following command: sed -i 's/^tz:msk-3msd/tz:msk-4/' /opt/avaya/pds/etc/master.cfg If Russian time zone is configured, the installer changes the + symbol to the character s. You must change the s character back to the + symbol in the timezone.cfg file as follows: 1. Log in as an admin user on the dialer. 2. Run the following command: cd /opt/avaya/pds/config Page 24

28 3. Edit the timezone.cfg file by running the following command: vi timezone.cfg 4. Change the entry that is labeled as Special: From : s:особый:-4:msk-4:0-6:00.00:23.59 To +:Особый:-4:MSK-4:0-6:00.00:23.59 NOTE: If your dialer is configured in English language but for Russian time zone, then change the entry from: s:special:-4:msk-4:0-6:00.00:23.59 to +:Special:-4:MSK-4:0-6:00.00: Save the timezone.cfg file. Starting up the Dialer processes Execute the following command: NOTE: This procedure is applicable only for a single dialer setup. manage_corba_users D <DIALERID> -A For example, manage_corba_users -D 10 A 1. Start the database by running the following commands: start_db check_db Verify that all the database processes are running. 2. Run the Mid-Tier software by running the following commands: start_mts check_mts Verify that all the Mid-Tier processes are running. 3. Start the Dialer software by running the following commands: tmigration start_pds check_pds check_mts Verify that all the Dialer processes are running. Migrating the Users To import all the users from the userlist.txt file: Page 25

29 1. Log in to the dialer as admin user. 2. Go to /opt/avaya/pds/config directory. 3. Edit the userlist.txt file, if you required. For example: o o Add or delete some users from this file. Change the password of the users. The default password present in the file is pcs123. If you want the password of the users to expire on the first log in, then set the value for the FORCEPWCHANGE parameter to 1 in the /opt/avaya/pds/config/createop.cfg file. 4. Type createop -l /opt/avaya/pds/config/userlist.txt. NOTE: If the username already exists on the Avaya Proactive Contact 5.1 dialer, then createop does not add the user and the following message is displayed Invalid or Duplicate user. This step completes the migration process. NOTE: Install WebLM and Internet Monitor, if required, only after the migration process is complete. Refer to the WebLM and Internet Monitor release notes at 5. Customer found defects, known issues and workarounds, troubleshooting, and improvements For information on issues and improvements included in Avaya Proactive Contact 5.1 release, see the List of Fixed Issues, Improvements, Known Issues and Workarounds, and Troubleshooting for Avaya Proactive Contact 5.1 document on the Avaya Support site: 6. Avaya Technical Support contact information You can contact Avaya Proactive Contact Technical Support through Internet, , or telephone. To contact Avaya Proactive Contact support using telephone, call at one of the following numbers: Global Support Services (GSS) Canada Customer Care Center Remote Service Center Hungary Caribbean and Latin America EMEA Services - Post Sales Technical Support Page 26