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CMS Dual
CMS Dual
Abstract
These Application Notes describe how to configure and utilize Avaya Call Management
System (CMS) R13.1 with the Survivable Server offers of Avaya Communication Manager
3.1 in a High Availability and Survivable (Dual) Avaya CMS configuration. The Dual CMS
configuration provides redundancy and continuous call data collection during periods of WAN
failover.
• The partial CMS interval at the beginning of a WAN failure when the ESS assumes
control of Media Gateway with the dedicated C-LAN board.
• The partial CMS interval when normal operation is restored when the main Media Server
reassumes control of the same Media Gateway.
Note: Only the ACD call data collected by the Primary HA CMS for the CMS intervals
mentioned above will be kept which results in some ACD call data loss for the enterprise.
The aggregated ACD call data permanently replaces the collected ACD call data on both
the Primary HA CMS and Secondary Dual CMS.
Equipment Software
Avaya S8710 Media Server Avaya Communication Manager
Enterprise Survivable Server (ESS) 3.1.2 (R013x.01.2.632.1)
Avaya G650 Media Gateway
• Avaya TN2312BP IPSI Circuit Pack HW 12 FW 031
• Avaya TN779DP C-LAN Circuit Pack (3) HW 01 FW 017
• Avaya TN2602AP Circuit Pack HW 02 FW 024
• Avaya TN2501AP VAL Circuit Pack HW 02 FW 010
• Avaya TN464HP Circuit Packs (2) HW 02 FW 018
Avaya Call Management System (CMS) 13.1 (r13.1auxcb.e)
• Sun Blade 150 Workstation Solaris OS V9
• Admin-Sync Software Package Version 5.1.1
Avaya Converged Stackable Switch C363T-PWR 4.5.14
Cisco 1841 Router 12.4(5)
Table 2: Site 2
Equipment Software
Avaya Call Center 3.1
Avaya Call Management System Supervisor R13.1 (Build HC.06)
Avaya Call Management System Supervisor Terminal R13.0 (Build HC.06)
Emulator
Avaya Terminals
• Avaya 4600 Series IP Telephones 2.3 (2.5 for 4625 )
• Avaya DCP 2420 Telephones
• Avaya 6211 Analog Telephones
Cisco 3845 WAN Router 12.4(5)
Table 4: Common Use Equipment and Software
BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n
Type: C-LAN
Slot: 02A10
Code/Suffix: TN799 D
Node Name: clan-2a10-cms2
IP Address: 10 .2 .1 .21
Subnet Mask: 255.255.255.0 Link:
Gateway Address: 10 .2 .1 .1
Enable Ethernet Port? y Allow H.323 Endpoints? n
Network Region: 1 Allow H.248 Gateways? n
VLAN: 1
SURVIVABLE PROCESSORS
Name Type IP Address Reg LSP Translations Net
Act Updated Rgn
8. Issue the command “save translation all” to save the changes and push the updated
translations to the ESS and LSP Media Servers.
save translation all
SAVE TRANSLATION
Success 0
BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n
SURVIVABLE PROCESSORS
Name Type IP Address Reg LSP Translations Net
Act Updated Rgn
Before changes
Change the following fields for Processor Channel 2 as shown below in the After changes
screen. (The information for Processor Channel 1 is irrelevant to the active LSP)
1. Set the “Enable” field to “o” so that the MIS communication-interface link
information is over-written when software translations are sent to the Site 3 LSP
Media Server after executing the “save translation all” command (Step 5). This
will allow the establishment of the Site 3 Survivable CMS Link to the Processor
Ethernet of the LSP Media Server. The “Interface Link” field switches to “p”
automatically so that the LSP Media Server utilizes its Processor Ethernet
(emulating C-LAN) for the MIS communication-interface link.
2. Set the “Interface Chan” field to “5001”. The Interface Channel entry here must
match the “switch TCP port number” in the Site 3 Survivable CMS software
configuration described in Section 4. The Interface Channel number may be
different from the entries for the Primary HA CMS or Secondary Dual CMS shown
in the “Before changes” screen above.
3. Set the “Destination Node” field to the IP Node Name “sa-cms3” assigned in Step
2 for the Site 3 Survivable CMS.
4. Submit these changes.
Note: While the Survivable Processor screen is administered on the active main server, the
information entered applies only to the Site 3 LSP Media Servers. In addition, the standard
provisioning procedure is to set the “Session Local” and “Session Remote” port number
equal to the “Proc Chan” number (in this case “2”). The port number assigned here must
match the “local port” and “remote port” in the Site 3 Survivable CMS software
configuration described in Section 4.
change survivable-processor br3-elsp Page 2 of 3
SURVIVABLE PROCESSOR - PROCESSOR CHANNELS
After changes
SAVE TRANSLATION
Success 0
The installation and setup of a Dual CMS or Survivable CMS does not differ from a regular
CMS. The configuration of the Avaya CMS software is based on the information configured in
Avaya Communication Manager as illustrated in Sections 3.1 for the Site 2 Secondary Dual
CMS and Section 3.2 for the Site 3 Survivable CMS. For detailed instructions on how to
configure the Avaya CMS software, refer to reference [4] in Section 7 of these Application
Notes. There are no additional configuration changes required on the CMS servers to function in
High Availability mode.
The Avaya Communication Solutions and Integrations (CSI) team performs the following for a
Dual CMS implementation:
• Remotely installs and configures the Admin-Sync software package on each CMS
(primary, secondary and survivable).
• Changes the root user’s prompt to distinguish each CMS.
• Configuration of Network Time Protocol (NTP) on each CMS (Refer to Appendix A).
• Provides the Admin-Sync Users Guide, which explains the supported features and
functionality of the “Survivable CMS Supplemental Package for Admin-Sync”.
• To order Admin-Sync, please call the Avaya Services Center at (866) 282-9266, prompts
1-1-1.
• To schedule the installation of Admin-Sync please call the Avaya Services Center at
(866) 282-9266, prompts 1-1-4, then press 0.
5.1.1. Verifying Site 2 Secondary Dual CMS Link during Normal Operation
Step Description
1. Log in to the active Media Server at the Main Office with the appropriate access
permissions.
2. Issue the command “status processor-channels x”, where x is the configured processor
channel number for the MIS communication-interface link (refer to step 5 in Section 3.1).
Verify that the “Session Layer Status” is in the “In Service” state and that the “Socket
Status” is in the “TCP connected” state as shown below.
status processor-channels 2
PROCESSOR-CHANNEL STATUS
Channel Number: 2
Session Layer Status: In Service
Socket Status: TCP connected
Link Number: 9
Link Type: ethernet
Message Buffer Number: 0
3. Using a CMS Supervisor client, log into the Secondary Dual CMS at Site 2 and perform
Real-time Skill Status report on split/skill x. Verify that the Site 2 Secondary Dual CMS is
receiving the ACD call data as the Main Office Primary HA CMS for the Main Office, Site
2 and Site 4 locations.
5.1.2. Verifying CMS Link Operation for Site 3 Survivable CMS during
Normal Operation
Step Description
1. Log in to the Site 3 LSP Media Server with the appropriate access permissions.
Channel Number: 1
Session Layer Status: In Service
Socket Status: TCP connected
Link Number: p
Link Type: processor ethernet
Message Buffer Number: 0
3. Using a CMS Supervisor client, log into the Site 3 Survivable CMS and perform real-time
reports for logged-in agents at Site 3. Verify that the Site 3 Survivable CMS is not
receiving any ACD data (All real-time reports should be blank).
4. Using a CMS Supervisor client, log into the Main Office CMS and perform the same real-
time reports for logged-in agents at Site 3. Verify that the Main Office CMS is receiving
ACD data for Site 3.
Note: Changes involving VDN assignments, VDN Skill Preference, Vectors, and Agent skills
using CMS Supervisor are automatically synchronized between each CMS because these
are actually changes to Avaya Communication Manager software translations.
However, certain CMS administrative data are not automatically synchronized via the Admin-
Sync package. For a list of the CMS administrative data that can be automatically synchronized,
please reference the Admin-Sync Users Guide that is provided by the Avaya CSI team as part of
the Survivable CMS implementation.
The following procedure demonstrates how to verify the automatic synchronization of a new
CMS user that has been administered on the Primary HA CMS at the Main Office, to the
Secondary Dual CMS at Site 2, and Survivable CMS at Site 3. The Admin-Sync package
performs the CMS administrative data synchronization process at 3:15 AM (administrable). The
label Day 1 references the period before 3:15 AM, and Day 2 references the period after 3:15
AM when the CMS administrative data has become synchronized.
2. Day 1 - Use the new user ID to log into the Secondary Dual CMS at Site 2 and Survivable
CMS at Site 3. Verify the systems do not recognize the new user ID.
3. Day 2 - Log in to the Main Office Primary HA CMS with CMS Terminal Emulator using a
login with the appropriate permissions to access the CMS Main Menu. From the CMS
Main Menu, select “Admin-Sync” and then enter the number associated with the “Admin-
Sync sub-menu” option. Then enter the number associated with the “View Log” option
(Use the Appendix B in Section 8 for reference). Verify that the system completed the
automated CMS administrative data synchronization process (3:15 AM).
4. Day 2 - Use the new user ID to log into the Secondary Dual CMS at Site 2. Verify the
system now allows successful login using the newly created User ID.
5. Day 2 - Use the new user ID to log into the Survivable CMS at Site 3. Verify the system
now allows successful login using the newly created User ID.
Step Description
1. Day 1 (first 30 minute interval) - From the PSTN place 2 calls using a specific VDN (for
split/skill x) that routes to each location (2 calls to the Main Office, Site 2, and Site 3).
Channel Number: 1
Session Layer Status: In Service
Socket Status: TCP connected
Link Number: 9
Link Type: ethernet
Message Buffer Number: 0
4. Day 1 - (first 30 minute interval) From the PSTN, use a VDN (for split/skill x) that routes
to the specific location (Main Office, Site 2, and Site 3) and place 2 to the Main Office, 3
calls to Site 2, and 4 calls to Site 3. Using CMS Supervisor to view the Real-time Skill
Status report for split/skill x, verify the following:
a. Supervisor A can only view Agents for Main Office, and the report shows 2 calls
answered.
b. Supervisor B can only view Agents for Site 2, and the report shows 3 calls answered.
c. Supervisor C can only view Agents for Site 3, and the report shows 4 calls answered.
5. Day 1 (second 30 minute interval) - Repeat step 4.
TEST RESULTS
Port Maintenance Name Alt. Name Test No. Result Error Code
Restore control of the Media Gateway at Site 3 back to the main Media Server by logging
into the LSP Media Server at Site 3 and rebooting it using the command “reset system 4”.
Note: A manual recovery, using the command “reset system 4”, is recommended versus an
automated recovery approach for the Media Gateway at Site 3. The reboot of the LSP
Media Server causes the instantaneous log-out of any agents that remain logged on.
7. Day 1 (after the second 30 minute interval) - Verify that the main Media Server has
regained full control of the Media Gateway at Site 2 using the command “status health”
and the Media Gateway at Site 3 using the command “status media gateways” (screens not
shown).
8. Day 2 - Log into the Main Office Primary HA CMS using CMS Supervisor and run a
historical Skill Summary Interval report for split/skill x for the intervals during the outage.
Verify the report shows 8 ACD calls for the first 30-minute interval and 2 ACD calls for the
second 30-minute interval.
9. Day 2 - Log into the Site 2 Secondary Dual CMS using CMS Supervisor and run a historical
Skill Summary Interval report for split/skill x for the intervals during the outage. Verify the
report shows 3 ACD calls for the first 30-minute interval and 3 ACD calls for the second
30-minute interval.
10. Day 2 - Log into the Site 3 Survivable CMS using CMS Supervisor and run a historical
Skill Summary Interval report for split/skill x and the interval during the outage. Verify the
report shows 4 ACD calls for the first 30-minute interval and 4 ACD calls for the second
30-minute interval.
11. Day 2 - Log in to the Main Office Primary HA CMS with CMS Terminal Emulator using a
login with the appropriate permissions to access the CMS Main Menu. Follow the
procedure in Appendix C to aggregate and restore the ACD call data from all CMS servers
for the intervals during the failover onto the Primary HA CMS at the Main Office and
Secondary Dual CMS at Site 2.
13. Day 2 – Repeat step 2 using the Site 2 Secondary Dual CMS.
7. References
Product documentation for Avaya products may be found at http://support.avaya.com.
The crontab –l command verifies that the crontab cronjobs command added the line shown
highlighted above (“10.20.1.1” is the NTP server IP address) to the cronjob for the user.
Step Description
1. Log in to the Primary HA CMS using CMS Terminal Emulator with the appropriate login
and password. From the “Main Menu”, select “Admin-Sync”.
8/10/06 12:53 Avaya(TM) CMS Windows: 0 of 10 ^
-MainMenu----------------------
| Reports> |
| Dictionary> |
| Exceptions> |
| Agent Administration> |
| Call Center Administration> |
| Custom Reports> |
| User Permissions> |
| System Setup> |
| Maintenance> |
| Admin-Sync> |
| Logout |
| ; |
-------------------------------
2. From the “HA CMS User Menu - PRIMARY” menu, enter “3” to select the “Admin-
Sync sub-menu” option and press the Enter key.
HA CMS User Menu - PRIMARY
for
Interface Software Activation/Deactivation
1) Configure this system as active (for external data feeds)
2) Configure this system as inactive (for external data feeds)
3) Admin-Sync sub-menu
0) Exit
===================================================
Selection? 3
Step Description
1. Log in to the Primary HA CMS using CMS Terminal Emulator with the appropriate login
and password. From the “Main Menu”, select “Admin-Sync”.
8/10/06 12:53 Avaya(TM) CMS Windows: 0 of 10 ^
-MainMenu----------------------
| Reports> |
| Dictionary> |
| Exceptions> |
| Agent Administration> |
| Call Center Administration> |
| Custom Reports> |
| User Permissions> |
| System Setup> |
| Maintenance> |
| Admin-Sync> |
| Logout |
| ; |
-------------------------------
3. From the “Admin-Sync for Survivable CMS” menu, enter “11” to select the “Aggregate
Call Data from Survivable CMS’s” option.
Admin-Sync for HA CMS
and Survivable CMS
1) Schedule Admin-Sync
2) Un-Schedule Admin-Sync
3) Synchronize Administrative Data Now
4) Transfer & Restore a Day's Call Data, (pull) FROM Secondary HA CMS
5) Transfer & Restore a Day's Call Data, (push) TO Secondary HA CMS
6) Transfer & Restore Interval Call Data, (pull) FROM Secondary HA CMS
7) Transfer & Restore Interval Call Data, (push) TO Secondary HA CMS
8) Merge Login/Logout Records (for a Day)
9) Display Admin-Sync Version
10) View Log
11) Aggregate Call Data from Survivable CMS's
0) Exit
=============
Choice ==> 11
When aggregating historical data (option 1), you will be prompted to enter
the date and time when CMS data became fragmented, the date and time when
the enterprise returned to normal operations, and the ACD number for the
data you wish to process.
When merging agent login and logout data (option 2), you will be prompted
to enter the date when CMS data became fragmented, the date when the
enterprise returned to normal operations, and the ACD number for the
data you wish to process.
Agent login and logout data for the current calendar day will not be
processed (any new agent logins or logouts are omitted from the merged
data if they occur during the time period that agent login and logout data
is being processed and fragmented data is being replaced with merged data).
10/17/2006 14:03:28 - Start 08/09/2006 ESS data for table hcwc, ACD 1
10/17/2006 14:03:30 - Complete 08/09/2006 ESS data for table hcwc, ACD 1
10/17/2006 14:03:30 - Start 08/09/2006 ESS data for table hsplit, ACD 1
10/17/2006 14:03:31 - Complete 08/09/2006 ESS data for table hsplit, ACD 1
10/17/2006 14:03:31 - Start 08/09/2006 ESS data for table htkgrp, ACD 1
10/17/2006 14:03:32 - Complete 08/09/2006 ESS data for table htkgrp, ACD 1
10/17/2006 14:03:32 - Start 08/09/2006 ESS data for table htrunk, ACD 1
10/17/2006 14:03:34 - Complete 08/09/2006 ESS data for table htrunk, ACD 1
10/17/2006 14:03:34 - Start 08/09/2006 ESS data for table hvdn, ACD 1
10/17/2006 14:03:34 - Complete 08/09/2006 ESS data for table hvdn, ACD 1
10/17/2006 14:03:34 - Start 08/09/2006 ESS data for table hvector, ACD 1
10/17/2006 14:03:36 - Complete 08/09/2006 ESS data for table hvector, ACD 1
10/17/2006 14:03:36 - Start 08/09/2006 ESS data for table haglog, ACD 1
10/17/2006 14:03:40 - Complete 08/09/2006 ESS data for table haglog, ACD 1
10/17/2006 14:03:44 - Queuing daily archiver on host cms_sec for 10/17/2006
10/17/2006 14:03:44 - Queuing daily archiver on host cms_pri for 10/17/2006
6. Choose “q” to exit the ESS Data Merge Menu and return the CMS Main Menu.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com