Avaya Aura Contact Center Routine Maintenance

Avaya Aura Contact Center Routine Maintenance Release 6.3 NN44400-514 Issue 04.02 May 2013

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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. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks Avaya, the Avaya logo, Avaya one-x Portal, Avaya Aura Communication Manager, Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya Aura Session Manager, Avaya Aura System Manager, and Application Enablement Services are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support. Avaya Aura Contact Center Routine Maintenance May 2013 3

4 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Contents Chapter 1: New in this release... 9 Features... 9 Avaya Aura Contact Center server types... 9 Full database backup... 9 Chapter 2: Introduction... 11 Related resources... 11 Avaya Mentor videos... 11 Support... 11 Chapter 3: Routine maintenance fundamentals... 13 Backup information... 13 Patching information... 14 Security updates... 14 Operating system updates... 15 Certificate store files... 15 High Availability... 15 Chapter 4: Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server... 17 Backing up the administration data... 17 Backing up the Voice and Multimedia Contact Server databases... 19 Creating a backup location for scheduled backups... 20 Scheduling a backup of the Voice and Multimedia Server database... 21 Creating a backup destination for Avaya Media Server... 22 Running a manual Avaya Media Server backup... 23 Backing up the Avaya Media Server database... 24 Backing up the Locale Specific Media Files on Windows... 25 Backing up the Database Integration Service... 26 Restoring the administration data... 27 Restoring the Voice and Multimedia Contact Server databases... 28 Recovering a scheduled backup... 29 Restoring the Avaya Media Server database... 29 Starting the archive utility... 30 Archiving by outbound campaign... 31 Archiving by email rule... 32 Archiving by skillset... 33 Archiving by closed reason... 34 Recovering from a failed archive... 35 Chapter 5: Routine maintenance tasks for Voice and Multimedia Contact Server... 37 Backing up the administration data... 37 Backing up the Voice and Multimedia Contact Server databases... 39 Creating a backup location for scheduled backups... 40 Scheduling a backup of the Voice and Multimedia Server database... 41 Restoring the administration data... 42 Restoring the Voice and Multimedia Contact Server databases... 43 Recovering a scheduled backup... 44 Avaya Aura Contact Center Routine Maintenance May 2013 5

Backing up the Database Integration Service... 44 Starting the archive utility... 45 Archiving by outbound campaign... 46 Archiving by email rule... 47 Archiving by skillset... 48 Archiving by closed reason... 49 Recovering from a failed archive... 50 Chapter 6: Routine maintenance tasks for Voice Contact Server... 51 Prerequisites for routine maintenance tasks for the Voice Contact Server... 51 Backing up the administration data... 51 Backing up the Voice Contact Server databases... 53 Creating a backup location for scheduled backups... 54 Scheduling a backup of the Voice Contact Server database... 55 Restoring the administration data... 56 Restoring the Voice Contact Server databases... 56 Recovering a scheduled backup... 58 Chapter 7: Routine maintenance tasks for Multimedia Contact Server... 59 Prerequisites for routine maintenance tasks for Multimedia Contact Server... 59 Backing up the Multimedia Contact Server database... 59 Creating a backup location for Multimedia Contact Center Server database... 60 Scheduling a backup of the database... 61 Restoring the Multimedia Contact Server database... 62 Recovering a scheduled backup... 64 Starting the archive utility... 64 Archiving by skillset... 65 Archiving by outbound campaign... 66 Archiving by email rule... 67 Archiving by closed reason... 68 Recovering from a failed archive... 69 Chapter 8: Routine maintenance tasks for Multimedia only servers... 71 Prerequisites... 71 Backing up the administration data... 71 Backing up the Multimedia databases... 73 Creating a backup location for Multimedia Contact Center Server database... 74 Scheduling a backup of the database... 75 Restoring the administration data... 76 Restoring the Multimedia databases... 76 Recovering a scheduled backup... 78 Starting the archive utility... 78 Archiving by outbound campaign... 79 Archiving by email rule... 80 Archiving by skillset... 81 Archiving by closed reason... 82 Recovering from a failed archive... 83 Chapter 9: Routine maintenance tasks for Avaya Media Server... 85 Creating a backup destination for Avaya Media Server... 85 Running a manual Avaya Media Server backup... 86 6 Avaya Aura Contact Center Routine Maintenance May 2013

Backing up the Avaya Media Server database... 87 Backing up the Locale Specific Media Files on Linux... 88 Restoring the Avaya Media Server database... 89 Chapter 10: Routine maintenance tasks for Security Framework... 91 Prerequisites for routine maintenance tasks for Security Framework... 91 Backing up the Security Framework data... 91 Restoring the Security Framework data... 92 Chapter 11: Routine maintenance for Network Control Center... 95 Backing up the administration data... 95 Backing up the Network Control Center database... 97 Restoring the administration data... 98 Restoring the Network Control Center database... 98 Chapter 12: Routine maintenance for Knowledge Worker Server... 101 Backing up the Knowledge Worker Server database... 101 Restoring the Knowledge Worker Server database... 102 Chapter 13: Common routine maintenance tasks... 105 Prerequisites for performing common routine maintenance tasks... 105 Downloading the latest Avaya Aura Contact Center documentation... 105 Verifying if installed patches are up-to-date... 106 Downloading the latest Contact Center patches to the server... 106 Installing Contact Center patches... 107 Installing the latest operating system service packs... 108 Backing up certificate store files... 108 Restoring certificate store files... 109 Index... 111 Avaya Aura Contact Center Routine Maintenance May 2013 7

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Chapter 1: New in this release The following sections describe what is new in routine maintenance procedures for Avaya Aura Contact Center Routine Maintenance (NN44400-514) Release 6.3. Features See the following sections for information about feature changes. Avaya Aura Contact Center server types on page 9 Full database backup on page 9 Avaya Aura Contact Center server types Avaya Aura Contact Center Release 6.3 supports new server types. Each new server type installs a combination of Avaya Aura Contact Center applications suitable for a specific contact center function. Some Contact Center servers support only voice contacts, some Contact Center servers support only multimedia contacts, and some new Contact Center servers support both voice and multimedia. Avaya Aura Contact Center Release 6.3 offers a range of servers for both Avaya Aura Unified Communications platform and Avaya Communication Server 1000 based solutions. Avaya Aura Contact Center Release 6.3 no longer supports the installation of individual Contact Center applications. You can upgrade your existing Contact Center applications by installing a suitable Avaya Aura Contact Center Release 6.3 server type, and then migrating the customer and configuration data from the old servers to the new Release 6.3 server. The Avaya Aura Contact Center Release 6.3 DVD contains a Windows and a Linux version of Avaya Media Server. Full database backup Avaya Aura Contact Center Release 6.3 supports full database backups. You can back up all Avaya Aura Contact Center databases (for example, CCT, CCMS, CCMM, and ADMIN) and restore the databases all at once. Avaya Aura Contact Center no longer supports the individual backup of databases. This applies to both scheduled and immediate backups. Avaya Aura Contact Center Routine Maintenance May 2013 9

New in this release If you are migrating or upgrading to Avaya Aura Contact Center Release 6.3 from a previous release, you must back up all relevant databases individually. You restore the relevant databases on the Avaya Aura Contact Center Release 6.3 server all at once. For more information on upgrades and migrations, see Avaya Aura Contact Center Upgrade and Patches (NN44400-410). 10 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Chapter 2: Introduction The Avaya Aura Contact Center Routine Maintenance (NN44400-514) Release 6.3 contains the procedures required for routine maintenance in Contact Center. Prerequisites Install and commission your Contact Center software. Related resources Avaya Mentor videos Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to install, configure, and troubleshoot Avaya products. Go to http://www.youtube.com/avayamentor and perform one of the following actions: 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 site. Support Visit the Avaya Support website at http://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. Avaya Aura Contact Center Routine Maintenance May 2013 11

Introduction 12 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Chapter 3: Routine maintenance fundamentals This chapter describes the background information that you need to perform the required routine maintenance tasks on your Avaya Aura Contact Center servers. To protect data perform routine maintenance at regular intervals. Backup information All contact centers must perform regular backups of Contact Center databases to a secure network drive. You can perform an immediate backup, or a scheduled backup. Regular backups help your Contact Center to recover from events such as data loss and damage due to disk failures and power outages. You can use the Database Maintenance Utility to back up and restore the database on the Contact Center servers. If your contact center server is running with a standby server, ensure that you back up the primary server, not the standby server, to back up the most current data. Use the Database Maintenance Utility to create backup data. A backup location is a physical network location that consists of the following elements: Drive letter - currently unassigned in Windows (you cannot use existing, already mapped Windows drive letters) - created during use (for example, to store backup data or migration data) - removed after use - used only with the Database Maintenance Utility UNC path - use a valid uniform naming convention (UNC) path (for example, \\cc_server\cc_share \cc_backup) User name - Windows account that connects to the location specified by the UNC Path Avaya Aura Contact Center Routine Maintenance May 2013 13

Routine maintenance fundamentals - must include computer name in account name (for example, cc_server \administrator) Password - used for the Windows account that connects to the location specified by the UNC path For information about how to create a backup location, see Avaya Aura Contact Center Server Administration (NN44400-610) or press F1 in the Database Maintenance Utility to view online help. You can schedule single or multiple backup tasks on a daily, weekly, or monthly basis. However, you cannot use this utility to back up operating system files. Contact Center stores up to seven backup files at each server location. The backup files are stored in numbered backup directories (for example, Backup_1, Backup_2). File storage is circular and, if necessary, the oldest backup file is deleted so that new backup files can be stored at a location. You back up all application databases (CCT, CCMS, CCT, and ADMIN) at one time. The backup folder contains a single database backup file named AACC_CacheDB_Backup.bkp. You can verify that a scheduled backup ran successfully by viewing Contact Center events. After the backup, an event message includes the scheduled backup by name and indicate if it has finished successfully or if it has finished with an error. Details of the error are included. Patching information Avaya supplies Service Packs for updates to Contact Center servers. Service Packs provide planned product updates and bug fixes. Each Service Pack contains the latest fixes and the content of all previous Service Packs. Each Service Pack provides urgent, individual fixes required before the next Service Pack is available. When you install the latest Service Pack, the installation program automatically uninstalls the previous Service Pack. Because of this, do not uninstall a Service Pack before you install the latest Service Pack. For ongoing patches, you can locate all Service Packs on the Avaya Network Web site http:// support.avaya.com. Security updates Create a systematic and accountable process to identify and apply required security updates. Due to the urgent nature of security vulnerabilities to the system, you must establish and follow security guidelines and promptly install any security patches issued by Microsoft. 14 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Operating system updates Back up your Contact Center applications before applying any security patches to the system so that you can rollback the system, if necessary. If Contact Center does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Contact Center. For more information see Avaya Aura Contact Center Planning and Engineering (NN44400-210). Operating system updates Download the latest supported operating system service pack from the Avaya hotfixes list to ensure that your Contact Center server software functions correctly with the supported operating system patches. Certificate store files Contact Center Manager Server (CCMS) uses Transport Layer Security (TLS) certificates to communicate securely with Avaya Aura Application Enablement Services. You must back up and restore the CCMS Certificate Manager certificates manually. For more information, see Backing up certificate store files on page 108 and Restoring certificate store files on page 109. For more information about TLS certificate store files, see Avaya Aura Contact Center Commissioning (NN44400-312). High Availability In an Avaya Aura Contact Center High Availability solution, you can back up the application databases on the active server and restore them onto the standby server. After a database backup and restore in a High Availability solution, you must open the High Availability utility and verify the IP addresses and server mode of all High Availability servers. You must also open the Server Configuration utility and verify the server details on all servers. Avaya Aura Contact Center Routine Maintenance May 2013 15

Routine maintenance fundamentals 16 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Chapter 4: Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server Use the tasks described in this chapter to maintain a Voice and Multimedia Contact Server with Avaya Media Server. You can perform immediate or regularly scheduled backups, and restore the database content to your Voice and Multimedia Contact Server with Avaya Media Server. You can also archive contacts from the multimedia database. You must ensure that you follow all of the steps in this chapter to ensure that you fully backup your server data. Prerequisites for routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server Install and configure the Voice and Multimedia Contact Server with Avaya Media Server. Backing up the administration data Ensure that you have write privileges on the server where you want to store the administration data you are backing up. Log on to the database server with administrative privileges. Back up the administration data to a folder to create a snapshot of the administrative data files. You can create the folder on another domain server. Avaya Aura Contact Center Routine Maintenance May 2013 17

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server The Backup and Restore utility for administration data is automatically installed on the Voice and Multimedia Contact server or the Voice Contact server when you install the Contact Center software. You use this utility to back up the files located in the following folders, where C is the drive on which you installed Contact Center Manager Administration (CCMA): AD-LDS-specific data stored in the following folder: C:\Program Files (x86)\microsoft ADAM\ Historical reporting template files (both imported and custom) and Audit Trail event logs stored in the following folders: - C:\Avaya\Contact Center Manager Administration\Apps\Reporting \ - C:\Avaya\Contact Center Manager Administration\Apps\Common\ The Report Creation Wizard database files stored in the following folder: C:\Avaya \Contact Center Manager Administration\Server\RCW\Data A record of displays for real-time reporting exported to the following folder: C:\Avaya \Contact Center Manager Administration\Apps\Reporting\ An index file for Custom Report Groups stored in the following folder: C:\Avaya \Contact Center Manager Administration\Apps\AccessMgt\ A record of displays for Emergency Help exported to the following folder: C:\Avaya \Contact Center Manager Administration\Apps\EmergencyHelp\ 1. On the server, click Start > All Programs > Avaya > Contact Center Manager Administration > Configuration. 2. In the left pane of the Configuration window, expand Avaya > Applications. 3. In the Avaya Applications Configuration window, select Backup & Restore. 4. In the right-hand pane, click Backup & Restore. 5. In the Contact Center Manager Administration- Backup and Restore utility, select the Backup tab. 6. Select the Drive or specify a Network Location where you want to store the backup. 7. Click Next. 8. On the Schedule page, select the frequency and start time for the backup schedule, or select Run Now for immediate backups. 9. Click Next. 10. On the User Account with Administrative Privileges page, type a valid administrator user name, password, and domain for the server on which you want to store the backup. 18 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Backing up the Voice and Multimedia Contact Server databases Note: The default option for the domain is this computer. Avaya recommends that you store your backups in a network location. 11. Click Finish. 12. Click Close. All backups are saved as CCMAFilesBackup<BackupDateTime>.package. Backing up the Voice and Multimedia Contact Server databases Important: The Database Integration Service data is not backed up during this process. If the Database Integration Service is configured on your server, use the Database Integration Wizard to back up the configuration. For more information, see Backing up the Database Integration Service on page 26. Perform an immediate backup of the Voice and Multimedia Contact Server databases to save the current data. Perform a scheduled backup to maintain snapshots of data for emergency purposes. For more information about scheduled backups, see Scheduling a backup of the Voice and Multimedia Server database on page 21. It is important to complete this procedure after you complete your installation or when any significant change occurs in the database, so that you can restore the database easily if required. If the Contact Center is running with a standby server, ensure that you back up the primary server, not the standby server, to include the most current data in the backup. Perform backups during low traffic volume periods. 1. On the Voice and Multimedia Contact Server, choose Start > All Programs > Avaya > Contact Center > Database Utilities > Database Maintenance. 2. In the Contact Center Database Maintenance window, in the Main Menu pane, click Backup Locations. 3. In the right pane, click Create. Avaya Aura Contact Center Routine Maintenance May 2013 19

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server 4. From the Drive Letter list, select the network drive on which to store the Voice and Multimedia Contact Server database. 5. In the UNC Path box, type the location to store the backup, in the format \\Computer Name\Folder\Backup Location. 6. In the Username box, type the user name used to log on to the computer specified in the UNC Path box. The user name is in the format Computer Name\Account Name. 7. In the Password box, type the user password. 8. Click OK. 9. In the Contact Center Database Maintenance window, in the Main Menu pane, click Immediate Backup. 10. In the Media Type section, select Network Location. 11. From the Backup Location list, select the network drive on which to store the backup. 12. Click Backup. 13. Click Yes, to continue with the backup. Creating a backup location for scheduled backups Ensure that you log on with a user account with full permissions to access the location where you store the database backups. Create a backup location on your network with the correct access permissions to ensure that you have a designated location for the scheduled backups. 1. Click Start > All Programs > Avaya > Contact Center > Database Utilities > Database Maintenance. 2. In the Database Maintenance dialog box, click Backup Locations. 3. In the right pane, click Create. 4. From the Drive Letter list, select a drive letter. 5. In the UNC Path text box, type the location to which to backup the database. 20 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Scheduling a backup of the Voice and Multimedia Server database 6. In the Username box, type the user name used to log on to the server specified in the UNC Path box. 7. In the Password box, type the Windows password. 8. Click OK. Scheduling a backup of the Voice and Multimedia Server database Create a backup location. For more information, see Creating a backup location for scheduled backups on page 20. Know which applications you are backing up. Important: The Database Integration Service data is not backed up during this process. If the Database Integration Service is configured on your server, use the Database Integration Wizard to back up the configuration. For more information, see Backing up the Database Integration Service on page 26. Schedule a backup of the Voice and Multimedia Contact Server database to save the data regularly. Perform a scheduled backup to maintain snapshots of data for emergency purposes. If the Contact Center is running with a standby server, ensure that you back up the primary server, not the standby server, to include the most current data in the backup. Perform backups during low traffic volume periods. 1. Click Start > All Programs > Avaya > Contact Center > Database Utilities > Database Maintenance. 2. In the Database Maintenance dialog box, in the left pane, click Scheduled Backup. 3. In the right pane, click Create. 4. Under General Properties, in the Name box, type a name for the scheduled backup. 5. From the Media Type list, select Network Location. Avaya Aura Contact Center Routine Maintenance May 2013 21

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server 6. In the Start Date box, type the date on which to begin scheduled backups. OR Click the calendar icon and select a date on which to begin scheduled backups. 7. In the Start Time box, select the time to start the backup. 8. From the Backup Location list, select a drive to store the backup. 9. From the Frequency list, select the frequency of the backup. 10. Click OK. 11. Click Exit to close the Database Maintenance utility. Creating a backup destination for Avaya Media Server Configure the destination ftp server and check that it is operational. Ensure that you have the address or host name, ftp account details, and path for the backup server. Create a location to store backups. You can specify an ftp server to which you can send backups from Avaya Media Server Element Manager. You can configure any number of remote backup destinations. When performing remote backup destinations, Element Manager (EM) uploads the backup files to the specified File Transfer Protocol (FTP) server and then deletes the duplicate backup files from the Avaya Media Server server. To perform a backup and restore, you must have permission to upload files to the remote backup destination. You can accept the default backup location to save the Avaya Media Server backup on the local server. Avaya Media Server stores the backups in the folder $MASHOME/platdata/ EAM/ backups. When you install Avaya Aura Contact Center Release 6.3, by default you restore backups from this location. 1. Access the Element Manager with Administrator privileges. 2. Expand Tools. 3. Expand Backup and Restore. 4. Select Backup Destinations. 5. On the Backup Destinations page, click Add. 6. In the Destination Name field, type a unique name for the backup destination. 22 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Running a manual Avaya Media Server backup 7. In the Host Name field, type the host name of the destination server. 8. In the User Name field, type the ftp user name. 9. In the Password field, type the ftp password. 10. In the Destination Path field, type the path on the backup location to specify where the backup function writes the backup files. 11. Optionally, select the Remove the local temporary file after transfer. 12. Optionally, click Test to test your connection. 13. Click Save. Running a manual Avaya Media Server backup Create a manual backup definition. Create and test a backup destination, if required. This procedure explains how to run a manual Avaya Media Server backup. You must run a backup both before and after making major changes to your system, such as upgrading the system software or deleting a number of records. You can run only one manual backup task at a time. If a task is scheduled to run while the same task is manually invoked, then the scheduled task runs after the manually invoked task finishes. 1. Log on to Element Manager. 2. In the navigation pane, click Tools > Backup and Restore. 3. Select Backup Tasks. 4. On the Backup Tasks window, select the backup task that you want to run. 5. Click Run Now. The Confirm Backup window appears, showing the backup task name and backup type of the backup you are about to run. 6. Click Confirm. Avaya Aura Contact Center Routine Maintenance May 2013 23

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server When the backup is complete, the backup details appear in the History Log window. Backing up the Avaya Media Server database Configure the destination ftp server and check that it is operational. Ensure that you have the address or host name, ftp account details, and path for the backup server. Create a location to store backups. You can specify an ftp server to which you can send Avaya Media Server Element Manager backups. Backup the Avaya Media Server data so you can restore it on the new server. 1. Log on to the existing Avaya Media Server. 2. Access the Element Manager with Administrator privileges. 3. Expand Tools. 4. Expand Backup and Restore. 5. Select Backup Destinations. 6. On the Backup Destinations window, click Add. 7. On the Backup Destination Properties window, in the Destination Name box, type a name for this backup destination. 8. In the Host Name box, type the host name or IP address of the ftp server. 9. In the User Name box, type the ftp user name for the destination server. 10. In the Password box, type the ftp password for the destination server. 11. In the Destination Path box, type the path on the destination server to specify to which directory the backup function writes. 12. Optionally, select Remove the temporary local file after transfer. 13. Click Test. Element Manager tests the details entered by logging on to the specified ftp server. 14. Click Save. 15. Select Backup Tasks. 24 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Backing up the Locale Specific Media Files on Windows 16. On the Backup Tasks window, click Add. 17. On the Add New Backup Task window, in the Backup Task Name box, type a name for this backup. 18. Select System Configuration. 19. Select Application Content. 20. Choose the backup destination that you created for the migration. 21. Select Manually, as needed. 22. Click Save. 23. In the Backup Tasks window, select the backup task you created. 24. Click Run Now. The Confirm Backup window appears, showing the backup task name details about the backup. 25. Click Confirm. The History Log Window appears. When the backup is complete, the backup details appear in the list. Backing up the Locale Specific Media Files on Windows Backup the Avaya Media Server locale-specific media files so you can restore them. Localespecific files provide customized prompts and recorded announcements for your contact center Orchestration Designer (OD) flow applications. Important: If you use more than one language in your Contact Center prompts and recorded announcements, you must back up each language separately. For example, you can use Play Prompt IVR blocks to choose the locale from which OD plays prompts to callers. In a Canadian contact center, the flow applications can play either Canadian English or Canadian French prompts depending on the caller's preference. 1. Log on to the Avaya Media Server. 2. Navigate to the default location for the default locale-specific media files for your system. For example, on Windows, the file is located in D:\Avaya\MAS \Multimedia_Applications\MAS\platdata\Announcements Avaya Aura Contact Center Routine Maintenance May 2013 25

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server \contactcenter\default\xx\yy\l16 where xx is the country portion of the locale and yy is the language portion of the locale 3. Create a.zip file of the contents of the folder, and save it with a meaningful name. 4. Copy the.zip file to a network location. 5. Repeat these steps for each locale and language from which your contact center uses media files for prompts and announcements. Backing up the Database Integration Service Ensure that you export only the ODBC DSNs created for use with the Database Integration Wizard. Some Contact Center Manager Server DSNs reference a computer host name or IP address. If you export the entire ODBC folder and restore these DSNs after an IP address or host name change, the server can malfunction. Back up the Database Integration Service to back up the current configuration. Avaya recommends that you perform manual backups on the current configuration and that you refresh the backups after using the Database Integration Wizard to make changes. The Database Integration Wizard backup and restore is not included in the Contact Center Manager Server backup and restore process. 1. On the server, click Start > Run. 2. In the Open box, type regedit. 3. Click OK. 4. In the Registry Editor, open the key HKEY_LOCAL_MACHINE\SOFTWARE \Wow6432Node\Avaya\ICCM\HAI 5. From the File menu, select Export. 6. In the Export Registry File dialog box, type a name and location in which to store the configuration file. 7. Click Save. 8. In the Registry Editor, open the key HKEY_LOCAL_MACHINE\SOFTWARE \Wow6432Node\ODBC 9. From the File menu, select Export. 26 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Restoring the administration data 10. In the Export Registry File dialog box, type a suitable name and location to use for storing the ODBC configuration file. 11. Click Save. 12. Close the Registry Editor. Restoring the administration data Know the network location (in Universal Naming Convention (UNC) format) of the drive for the backed up database. Restore the administration data after a software or hardware failure. 1. On the server, choose Start > All Programs > Avaya > Contact Center Manager Administration > Configuration. 2. In the left pane of the Avaya Configuration window, expand Avaya > Applications > Backup & Restore. 3. In the right pane, click Backup & Restore. 4. In the Contact Center Manager Administration - Backup And Restore dialog box, click the Restore tab. 5. To select a backup file to restore from, click Browse. 6. In the Select a backup file dialog box, select the required.package file. 7. Click Open. 8. To restore the backup file data onto the administration data server, click Restore Files. The restore completed successfully message box appears. 9. Click OK. Avaya Aura Contact Center Routine Maintenance May 2013 27

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server Restoring the Voice and Multimedia Contact Server databases Back up the old Voice and Multimedia Contact Server databases. Map a drive to the Voice and Multimedia Contact Server database backups. Restore the Voice and Multimedia Contact Server databases after a server failure. Important: You must complete this procedure to ensure all databases are restored at the same time. 1. On the new server, choose Start > All Programs > Avaya > Contact Center > Database Utilities > Database Maintenance. 2. In the Contact Center Database Maintenance window, in the Main Menu pane, click Backup Locations. 3. In the Backup Locations pane, click Create. 4. Select the Drive Letter, UNC path, user name, and password to specify the network location where you stored the Voice and Multimedia Contact Server database backup. 5. Click OK. 6. In the Contact Center Database Maintenance window, in the Main Menu pane, click Restore. 7. In the Media Type section, select Network Location. 8. In the Application section, select CCT, CCMS, CCMM and ADMIN. 9. In the Restore contents section, select Data. 10. From the Backup Location list, select the network drive containing the backed up Voice and Multimedia Contact Server databases. 11. Click Restore. 12. Use the Progress information field to monitor the progress of the restoration. 13. On the Database Maintenance message box, click OK. 14. After the restore is complete, choose Start > All Programs > Avaya > Contact Center > Manager Server > Server Configuration. 28 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Recovering a scheduled backup 15. In the Server Configuration dialog box, click Apply All. 16. Restart the Voice and Multimedia Contact Server. Recovering a scheduled backup Ensure that you view the event in Windows Event Viewer and address the reason why the scheduled backup failed. Recover a scheduled backup if an error occurs while the backup is running. A scheduled backup failure can occur for several reasons, for example, if the backup location is not available or if there is not enough space to save the backup file. If an error occurs, the scheduled backup stops running and an event is created. To view the event, use Windows Event Viewer. 1. Click Start > All Programs > Avaya > Contact Center > Database Utilities > Database Maintenance. 2. In the Database Maintenance dialog box, in the left pane, click Scheduled Backup. 3. Click the name of the scheduled backup you want to recover. 4. Click Recover. 5. Click OK. To run the schedule next time the error is cleared and the scheduled backup is recovered. Restoring the Avaya Media Server database Restore the Avaya Media Server database backup data to the new server. 1. Access the Element Manager with Administrator privileges. Avaya Aura Contact Center Routine Maintenance May 2013 29

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server 2. Expand Tools. 3. Expand Backup and Restore. 4. Select Restore. 5. On the Restore window, from the Restore Source list, select Upload Backup Files. 6. Click Browse. 7. Select the Avaya Media Server backup that you want to restore. 8. Click Upload Files. 9. On the Confirm Restore page, review the information and click Confirm to proceed with the restore. 10. Restart the Avaya Media Server server. 11. After migrating your server and restoring the server databases, some of the old configuration settings may not match your new solution. Use the procedures in Avaya Aura Contact Center Commissioning (NN44400-312) to commission your new server in the new solution. Starting the archive utility Start the archive utility to configure your archiving settings and to archive (or restore) multimedia contacts in the Contact Center Multimedia database. You can archive the multimedia contacts in your database by: outbound campaign email rule skillset closed reason Click Start > All Programs > Avaya > Contact Center > Multimedia Server > Archive Restore. 30 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com

Archiving by outbound campaign Archiving by outbound campaign Start the archive utility. Archive by outbound campaign to archive one complete campaign at a time. If you attempt to archive an active campaign, you receive an error message. The Archive utility archives campaign level information, such as the agent script and associated questions, to a file named CampaignArchive.txt, and the all of the contact data associated with the campaign, such as the responses to script questions and disposition code data to a file named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose. 1. In the archive utility, click Archive By Outbound Campaign. 2. From the Inactive Campaign List, select the outbound campaign you want to archive. 3. Click the right arrow to move the selected campaign to the list of campaigns to archive. 4. Repeat steps 2 and 3 for the number of rules you want to archive. 5. Under Contacts Closed on or Before, click the last date for which you want to archive contacts. 6. To include customer data for the contacts in the outbound campaign, clear the Delete Customer Data check box. 7. In the Archive Description or Comments box, type comments or information about this archive. 8. Under Archive to Folder, browse to the folder where you want to store this archive. The folder location you choose for the archive must contain no other files. 9. Click Archive. 10. On the calendar, select the date on which to create your archive. 11. Click Close. Avaya Aura Contact Center Routine Maintenance May 2013 31

Routine maintenance tasks for Voice and Multimedia Contact Server with Avaya Media Server Archiving by email rule Start the archive utility. When you archive data by email rule, the archive date defaults to six months before the current date. You cannot select the current date. Only closed contacts within your selected date range are archived. Attachment files for email messages are archived in an attachment folder under the folder selected for the archive. All data is archived to a single text file named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose. Note: You cannot use the Archiving by email rule procedure to archive outbound contacts created by any outbound campaign. To archive outbound contacts for any inactive outbound campaign, see Archiving by outbound campaign on page 31. You can use the Archiving by email rule procedure to archive agent-created outbound contacts by skillset. 1. In the archive utility, click Archive By Email Rule. 2. Under the Email Rules List, navigate through the list of mailboxes and select the rules that you want to archive. 3. Click the right arrow to move the selected rule to the list of items to archive. 4. Repeat steps 2 and 3 for the number of rules you want to archive. 5. Under Contacts Closed on or Before, click the last date for which you want to archive contacts. 6. To include customer data for the contacts with the selected items, clear the Delete Customer Data check box. 7. In the Archive Description or Comments box, type comments or information about this archive. 8. Under Archive to Folder, type or browse to the folder where you want to store the current archive. The folder location you choose for the archive must not contain any other files. 9. Click Archive. 32 Avaya Aura Contact Center Routine Maintenance May 2013 Comments? infodev@avaya.com