Avaya Proactive Contact, Release Notes for Migrating to Proactive Contact. July 2018

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1 Avaya Proactive Contact, Release Notes for Migrating to Proactive Contact July

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6 Contents Avaya Proactive Contact, Release Notes for Migrating to Proactive Contact... 1 Contents... 6 Document changes... 7 Introduction... 8 Migration process checklist... 8 Migration process summary... 8 Migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact Preparing dialer files and database for migration on HP DL385 G2/G5/G7/G8/IBM x3650 M2/VM... 9 Preparing dialer files and users for migration... 9 Preparing database for migration Installing Avaya Proactive Contact-5.2 Linux ES Bootable or Deploying Avaya Proactive Contact-5.2 OVA Installing Avaya Proactive Contact 5.2 Dialer Migrating Dialer Configuration files, Calling lists, and Database Migrating Dialer Configuration files and Calling lists Migrating Database Post-migration procedure Verify Timezone Configuring a pod Restore Customizations Disable OFCOM in Soft Dialer TLS Configuration Starting up the Dialer processes Avaya Technical Support contact information Appendix A List of files migrated during the migration procedure Appendix B Checklists for migration

7 Document changes Date 11-July-2018 Description Changed the document for migrating to Proactive Contact-5.2 7

8 Introduction 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. For updated documentation, product support notices, and service pack information, go to the Avaya Support site: Migration process checklist To install Avaya Proactive Contact 5.2, ensure you have supported hardware as mentioned in the Avaya Proactive Contact Dialer and Database Release Notes. Ensure that you have the following ISOs of Avaya Proactive Contact 5.2: o Dialer/Database o Proactive Contact- 5.2 Linux ES Bootable or Proactive Contact-5.2 OVA (in case of VM) 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. 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. Ensure that the date and time-zone of the dialer is the same as the date and time-zone of the previous version of the Avaya Proactive Contact installed on your system. Ensure that the LDAP domain of the dialer is the same as the LDAP domain of the previous version of the Avaya Proactive Contact installed on your system. Migration process summary The summary of procedure for migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2 is as follows. For detailed procedure, see the appropriate sections. Summary of the procedures to be performed on Avaya Proactive Contact 5.1.x 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 5.2 system: 1. Install Avaya Proactive Contact Migrate configuration files and calling lists. 3. Migrate database. 4. Perform all the post migration procedures. 8

9 Migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2 You can migrate from the following versions: Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact Avaya Proactive Contact When migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2, you can migrate from the HP DL385 G2/G5/G7/G8/IBM x3650 M2 and Virtual Machine servers to Proactive Contact-5.2 installed. Check Proactive Contact-5.2 Dialer and Database Release Notes to see the list of hardware supported. 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/G7/G8/IBM x3650 M2/VM 2. Installing Avaya Proactive Contact-5.2 Linux ES Bootable or Deploying Avaya Proactive Contact-5.2 OVA 3. Installing Avaya Proactive Contact 5.2 Dialer 4. Migrating Dialer Configuration files, Calling lists, and Database Each of these tasks is explained in detail in the subsequent sections. Preparing dialer files and database for migration on HP DL385 G2/G5/G7/G8/IBM x3650 M2/VM This section describes the steps required to prepare the following for migration: Dialer configuration and calling lists files Database Preparing dialer files and users for migration NOTE: Perform this procedure on all the dialers in POD. See Appendix A List of files migrated during the migration procedure 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 5.1.x system apart from the files listed in Appendix A List of files migrated during the migration procedure, you will need to migrate them manually. 9

10 To prepare the calling lists and dialer configuration files: 1. Log in to Avaya Proactive Contact 5.1.x dialer system as admin user. 2. Stop all the dialer processes by using the following commands: stop_pds stop_mts stop_db 3. Insert Avaya Proactive Contact 5.2 Dialer DVD on Avaya Proactive Contact 5.1.x 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 5.1.x 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 the 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 locally on the same system. 7. Run the migration script as below:./pc52_mig 8. In the main menu, type 1 to select the Prepare data for migration (on a pre_pc-5.2 system) option. 9. In the next screen, type 1 to select the Prepare dialer files for migration (calling lists & dialer config files) option. 10. Enter full path of the directory having sufficient space to store the migration backup. 11. After the backup process is complete, location of the file is prompted. This is the migration backup of the calling list and config files of the Proactive Contact 5.1.x system 12. Repeatedly type 0 and press Enter to exit the PC52_Mig script. Preparing database for migration NOTE: Perform this procedure on all the dialers in POD. 10

11 To export database data from the Avaya Proactive Contact 5.1.x system: 1. Run the migration script as follows:./pc52_mig 2. In the main menu, type 1 to select the Prepare data for migration (on a pre_pc-5.2 system) option. 3. In the next screen, type 2 to select the Prepare database for migration option. 4. Enter full path of the directory having sufficient space to store the migration backup. The directory must have ownership of oracle:oinstall and permission 775. Example: drwxrwxr-x oracle oinstall DB_BackupDir 5. After the backup process is complete, location of the file is prompted. This is the migration backup of the Database of the Proactive Contact 5.1.x system. 6. Repeatedly type 0 and press Enter to exit the PC52_Mig script. Installing Avaya Proactive Contact-5.2 Linux ES Bootable or Deploying Avaya Proactive Contact-5.2 OVA To install Avaya Proactive Contact-5.2 Linux ES Bootable, refer Avaya Proactive Contact-5.2 Linux ES Bootable Release Notes. To deploy Avaya Proactive Contact-5.2 OVA on a VM, refer Avaya Proactive Contact-5.2 OVA Release Notes. Installing Avaya Proactive Contact 5.2 Dialer To install Avaya Proactive Contact 5.2 Dialer, refer to the Installing the release section in Avaya Proactive Contact- 5.2 Dialer and Database Release Notes. Migrating Dialer Configuration files, Calling lists, and Database This section describes the steps required to migrate the following on the Avaya Proactive Contact 5.2 system: Dialer Configuration files and Calling lists Database Avaya Proactive Contact-5.2 original configuration files are backed-up inside /opt/avaya/pds/pc52_orig directory. 11

12 Migrating Dialer Configuration files and Calling lists NOTE: Perform this procedure on all the dialers in POD. To migrate the dialer configuration files and calling lists: 1. Transfer the migration backup created in the section Preparing dialer files and users for migration step-15, on to the Avaya Proactive Contact 5.2 Dialer system at any location having sufficient space 2. Insert Avaya Proactive Contact 5.2 Dialer DVD on the Avaya Proactive Contact 5.2 Dialer system. 3. Log in as sroot user. 4. 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. 5. Run the following script:./pc52_mig 6. In the main menu, type 2 to select the Perform migration (on a new PC 5.2 system) option. 7. Type 1 to select the Migrate system configuration files and calling lists option. 8. Enter full path of the file containing migration data that was transferred in step-1 above. 9. Repeatedly type 0 and press Enter to exit the PC52_Mig script. See Appendix A 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 5.1.x system apart from the files listed in Appendix A, then migrate them manually. 12

13 Migrating Database NOTE: Perform this procedure on all the dialers in POD. To import database to the Avaya Proactive Contact 5.2 system: 1. Transfer the migration backup created in the section Preparing database for migration step-5, on to the Avaya Proactive Contact 5.2 Dialer system at any location having sufficient space 2. Run the following script:./pc52_mig 3. In the main menu, type 2 to select the Perform migration (on a new PC 5.2 system) option. 4. Type 2 to select the Migrate database data option. 5. Enter full path of the file containing migration data that was transferred in step-1 above. 6. Repeatedly type 0 and press Enter to exit the PC52_Mig script. Post-migration procedure Perform the following post-migration procedures: Verify timezone Configure a pod Restore Customizations Start up the Dialer processes Verify Timezone Dialer and Operating System timezone are required to be in sync. To verify the same: 1. Login to the dialer as admin 2. Run the command: date 3. Note the date and timezone displayed. 4. Login to the dialer as craft 5. Run the command: date 6. Note the date and timezone displayed If the date and timezone noted in steps-3 & 6 are different, then use the config_tz utility as root user. The config_tz utility checks for consistency between Operating Sytem and dialer time zones. If there is a mismatch, it provides an option to apply the Dialer timezone to the Operating System timezone. Repeat the steps 1 to 6 above to verify that the timezones got synched. 13

14 Configuring a pod Ensure that the procedure mentioned in the sections Preparing dialer files and database for migration on HP DL385 G2/G5/G7/G8/IBM x3650 M2/VM and Migrating Dialer Configuration files, Calling lists, and Database is followed for all the respective dialers in the POD before proceeding with configuring the 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, restart the slapd service using the following commands: service slapd stop service slapd start 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. Restore Customizations If there were customizations to any of the following scripts: - pdscontrol - mtscontrol - pds_maintenance - mts_maintenance then, those customizations can be merged manually if required from the respective.mig files of those scripts. Example, the migrated pdscontrol script is saved as pdscontrol.mig in the /opt/avaya/pds/shell directory. Customization from pdscontrol.mig can be merged manually to the pdscontrol script. For customizations to the Operating System Files, check Appendix-A for the list of Operating System Files that are migrated and saved as.mig in /etc directory. 14

15 Any other customization needs to be handled manually. Avaya Proactive Contact-5.2 original configuration files are backed-up inside /opt/avaya/pds/pc52_orig directory. Disable OFCOM in Soft Dialer The OFCOM feature is not approved for use in the Proactive Contact CTI Dialer (Soft Dialer). If the OFCOM feature is enabled in the customer s Proactive Contact CTI Dialer (Soft Dialer), it will be subject to the Support Limitations and Exclusions contained in the applicable Service Agreement Supplement, and Avaya will have no obligation to support, diagnose or correct problems caused by or associated with the OFCOM feature. TLS Configuration TLS-1.2 is by default enabled in PC-5.2. The following file containing TLS configuration is therefore not migrated: /opt/avaya/pds/config/pc_ssl.conf Use Administrator menu to configure TLS and ciphers. Refer Proactive Contact-5.2 Implementation guide for more details on how to configure SSL/TLS and Ciphers. Area Codes, Time Zone Migration PC 5.2 fresh installation will have new area code information for country US and Canada. The related information is stored in locale.cfg, timezone.cfg and sttday.cfg files located in /opt/avaya/pds/config directory. Migration from PC5.1.x to PC5.2 will back up the original PC 5.2 files (timezone.cfg, locale.cfg and stdday.cfg) in /opt/avaya/pds/pc52_orig/pds/config directory (backup directory is created during the migration). Customer's custom files will be restored to the /opt/avaya/pds/config directory. If customer wants to make use of the latest area codes from PC 5.2 then they can refer to the files in <backup> directory. Customer is required to manually insert the new area codes into the locale.cfg. If customer doesn t have any customization and they want to use updated area code information then they can simply copy the timezone.cfg, locale.cfg and stdday.cfg from backup directory to active directory. Starting up the Dialer processes 1. Start the database by running the following commands: NOTE: Perform this step on the primary dialer. start_db check_db Verify that all the database processes are running. 2. Run the Mid-Tier software by running the following commands: NOTE: Perform this step on the primary dialer. 15

16 start_mts check_mts Verify that all the Mid-Tier processes are running. 3. Start the Dialer software by running the following commands: NOTE: Perform this step on all the dialers in POD. start_pds check_pds NOTE: Perform below step on the primary dialer. check_mts Verify that all the Dialer processes are running. 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 Asia/Pacific Regional Support Center / and (India) For details, visit: 16

17 Appendix A List of files migrated during the migration procedure The following files are migrated from the Avaya Proactive Contact 5.1.x system to the Avaya Proactive Contact 5.2 system. IMPORTANT: The following files are migrated automatically by the migration script; however, if you have done any customizations or if you need any other file from the Avaya Proactive Contact 5.1.x system, you will need to migrate them manually. /opt/avaya/pab/config /opt/avaya/pds/config /opt/avaya/pds/etc/master.cfg /opt/avaya/pds/etc/pcver_old /opt/avaya/pds/shell/pdscontrol /opt/avaya/pds/shell/mtscontrol /opt/avaya/pds/shell/pds_maintenance /opt/avaya/pds/shell/mts_maintenance /opt/avaya/pds/callsel /opt/avaya/pds/job /opt/avaya/pds/lists /opt/avaya/pds/xfer/clist /opt/avaya/pds/staging/pending /opt/avaya/pds/staging/inprogress /opt/avaya/pds/staging/deleted /opt/avaya/pds/customs /opt/avaya/pds/histrpt /opt/avaya/pds/scrnbld /opt/avaya/pds/menus /opt/avaya/pds/ivr /opt/avaya/pds/reports /opt/avaya/pds/newconfig/cron /opt/avaya/pds/scripts /opt/avaya/pds/templates /opt/avaya/pds/tools/config /opt/avaya/pds/tools/inbound /opt/avaya/pds/tools/infinity /opt/avaya/pds/tools/lists /opt/avaya/pds/tools/scripts 17

18 /opt/avaya/pds/tools/verify /opt/avaya/pds/tools/virtual /opt/avaya/pds/tools/xml /opt/avaya/pds/xfer/public/etc /opt/avaya/pds/xfer/public/pcanal /opt/avaya/pds/xfer/public/public /opt/avaya/pds/xfer/public/update_data/updated /opt/avaya/pds/ktbs /opt/avaya/pds/listdist /opt/avaya/pds/reportgen /opt/avaya/pds/switch /opt/avaya/pds/tape Following is the list of Operating System configuration files and directories that are backed-up as.mig and copied on to the target Proactive Contact 5.2 Dialer system: /etc/oratab /var/spool/cron /etc/cron.allow /etc/bashrc.mig /etc/exports /etc/rc.config.d.mig /etc/fstab.mig /etc/vsftpd.ftpusers.mig /etc/group.mig /etc/hosts.mig /etc/xinetd.conf.mig /etc/inittab.mig /etc/logingroup.mig /etc/sysconfig/network.mig /etc/sysconfig/network-scripts/ifcfg-eth0.mig /etc/nsswitch.conf.mig /etc/passwd.mig /etc/shadow.mig /etc/gshadow.mig /etc/resolv.conf /etc/securetty.mig /etc/services.mig 18

19 /etc/shutdown.allow.mig /etc/skel.mig /etc/firewall/conf/cs-rules.sh /etc/firewall/conf/hardensystem.sh /etc/sysctl.conf.mig /etc/security/limits.conf.mig The following files are backed up but not restored: /opt/avaya/pds/config/snmp /opt/avaya/pds/config/dynlog /opt/avaya/pds/config/alarms /opt/avaya/pds/config/jobmon.mnu /opt/avaya/pds/config/jobmon.ctb /opt/avaya/pds/config/roleassign.conf /opt/avaya/pds/config/passwd.pds /opt/avaya/pds/config/postupdate.conf /opt/avaya/pds/ivr/ivr_passwd.pds /opt/avaya/pds/config/group.pds /opt/avaya/pds/config/agtkeyactions.edt /opt/avaya/pds/config/app.edt /opt/avaya/pds/config/hdcc.cfg /opt/avaya/pds/config/.hmcfg.txt /opt/avaya/pds/etc/parameters.cfg /opt/avaya/pds/etc/pathnames.cfg /opt/avaya/pds/scripts/2text.xsl /opt/avaya/pds/scripts/blocks.xsl /opt/avaya/pds/scripts/fe.xsl /opt/avaya/pds/scripts/gen.xsl /opt/avaya/pds/scripts/loops.xsl /opt/avaya/pds/scripts/telephny_script.dtd /opt/avaya/pds/tools/xml/calllist/createclist.xml /opt/avaya/pds/tools/xml/calllist/cu_hosttopds.xml /opt/avaya/pds/tools/xml/calllist/eraseinb.xml /opt/avaya/pds/tools/xml/calllist/dbmgr_rec.xml /opt/avaya/pds/tools/xml/calllist/createinb.xml /opt/avaya/pds/tools/xml/calllist/hosttopds.xml /opt/avaya/pds/tools/xml/calllist/inf_hosttopds.xml /opt/avaya/pds/tools/xml/calllist/pdstohost.xml 19

20 /opt/avaya/pds/tools/xml/calllist/vfiles.xml /opt/avaya/pds/tools/xml/dccclient.dtd /opt/avaya/pds/lists/.jbhst.fdict /opt/avaya/pds/lists/.ophst.fdict /opt/avaya/pds/lists/dial.rdef /opt/avaya/pds/lists/dnc.rdef /opt/avaya/pds/lists/info.rdef /opt/avaya/pds/lists/tran.rdef /opt/avaya/pds/lists/.statusinfo.txt /opt/avaya/pds/xfer/public/public/id_rsa.pub /opt/avaya/pds/xfer/public/etc/hosts /opt/avaya/pds/xfer/public/etc/ld.so.cache /opt/avaya/pds/xfer/public/etc/ld.so.conf /opt/avaya/pds/xfer/public/etc/ld.so.conf.d 20

21 Appendix B Checklists for migration Migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2 Sr. Task Description Notes Yes/No No. 1 Have you taken a backup of the For Migrating from Avaya Perform this step only if you configuration files, calling lists and Proactive Contact 5.1.x, see are migrating from a previous users using the Avaya Proactive Section Preparing dialer release of Avaya Proactive Contact 5.2 Migration script? files and database for Contact. migration on HP DL385 G2/G5/IBM x3650 M2/VM 2 Have you taken a backup of the database using the Avaya Proactive Contact 5.2 Migration script? For Migrating from Avaya Proactive Contact 5.1.x, see Section Preparing dialer files and database for migration on HP DL385 G2/G5/IBM x3650 M2/VM 3 Have you installed Avaya Proactive Contact 5.2 Linux ES? See Section Installing Avaya Proactive Contact 5.2 Linux ES Bootable 4 Have you installed Avaya Proactive Contact 5.2 Dialer and Database? See Section Installing Avaya Proactive Contact 5.2 Dialer 6 Have you transferred the data from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2 Dialer? Perform this if you are Migrating from Avaya Proactive Contact 5.1.x to Avaya Proactive Contact 5.2, see Section Migrating Dialer Configuration files, Calling lists, and Database 7 Have you performed post-migration procedure? See Section Post-migration procedure 21