Avaya Call Management System

Release 14
Software Installation, Maintenance, and
Troubleshooting Guide

07-601578
February 2007
© 2007 Avaya Inc. All Rights Reserved. Preventing toll fraud
"Toll fraud" is the unauthorized use of your telecommunications system by an
Notice
unauthorized party (for example, a person who is not a corporate employee,
While reasonable efforts were made to ensure that the information in this agent, subcontractor, or is not working on your company's behalf). Be aware
document was complete and accurate at the time of printing, Avaya Inc. can that there can be a risk of toll fraud associated with your system and that, if toll
assume no liability for any errors. Changes and corrections to the information fraud occurs, it can result in substantial additional charges for your
in this document might be incorporated in future releases. telecommunications services.
Documentation disclaimer Avaya fraud intervention
Avaya Inc. is not responsible for any modifications, additions, or deletions to If you suspect that you are being victimized by toll fraud and you need technical
the original published version of this documentation unless such modifications, assistance or support, call Technical Service Center Toll Fraud Intervention
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License
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USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S
ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL
LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE
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RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN
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Avaya grants End User a license within the scope of the license types
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which the license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the Documentation or other
materials available to End User. "Designated Processor" means a single
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means the computer programs in object code, originally licensed by Avaya and
ultimately utilized by End User, whether as stand-alone Products or
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materials available to End User. Avaya may require the Designated
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Certain software programs or portions thereof included in the Product may
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certain portions of the Product ("Third Party Terms"). Information identifying
Third Party Components and the Third Party Terms that apply to them is
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 Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . 16
Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . 16
Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . 17
Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Supported hardware platforms for Release 14 . . . . . . . . . . . . . . . . . . . 19
Software for Avaya CMS Release 14 . . . . . . . . . . . . . . . . . . . . . . . . . 20

Installing the Solaris operating system . . . . . . . . . . . . . . . . . . . . . . . . . 21

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Booting from the Solaris software CD-ROM . . . . . . . . . . . . . . . . . . . . 22
Selecting your network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Configuring your Kerberos security policy . . . . . . . . . . . . . . . . . . . . . 24
Selecting your regional settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Selecting the Solaris software packages. . . . . . . . . . . . . . . . . . . . . . . 25
Configuring the disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Assigning a root password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Completing the Solaris installation . . . . . . . . . . . . . . . . . . . . . . . . . 34

Configuring the Solaris operating system . . . . . . . . . . . . . . . . . . . . . . . . 35

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Remote terminal access tip . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Software Installation, Maintenance, and Troubleshooting Guide February 2007 3

Contents

Opening a terminal window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Enabling the Korn shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Displaying and setting the EEPROM parameters . . . . . . . . . . . . . . . . . . 37
Displaying the EEPROM values. . . . . . . . . . . . . . . . . . . . . . . . . . 37
Required EEPROM settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Changing EEPROM settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Creating an alternate boot device . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Resetting a device alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Turning on the system activity recorder . . . . . . . . . . . . . . . . . . . . . . . 42
Installing the Sun Online Validation Test Suite . . . . . . . . . . . . . . . . . . . 44
Installing the Solaris patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Installing the Avaya CMS security script. . . . . . . . . . . . . . . . . . . . . . . 47

Installing Avaya CMS and supporting software . . . . . . . . . . . . . . . . . . . . 49

Installation rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing the Informix software packages . . . . . . . . . . . . . . . . . . . . . . 50
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Setting up the Informix environment . . . . . . . . . . . . . . . . . . . . . . 51
Installing Informix SQL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Installing IDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Installing Informix Client SDK . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Installing Informix ILS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Initializing IDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Installing the Avaya CMS Supplemental Services software . . . . . . . . . . . . 60
Installing the Avaya CMS packages . . . . . . . . . . . . . . . . . . . . . . . . . 63
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Installing the Avaya CMS software . . . . . . . . . . . . . . . . . . . . . . . 64
Configuring Avaya CMS authorizations . . . . . . . . . . . . . . . . . . . . . 65
Installing the Avaya CMS patches . . . . . . . . . . . . . . . . . . . . . . . . 71
Configuring the IDS dbspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Installing the Open Database Connectivity server software . . . . . . . . . . . . 75
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Installing ODBC version 5.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Setting up Avaya CMS data storage parameters . . . . . . . . . . . . . . . . . . 79
Setting up LAN connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Editing the /etc/hosts file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Setting up a second network interface . . . . . . . . . . . . . . . . . . . . . . 83
Editing the /etc/defaultrouter file . . . . . . . . . . . . . . . . . . . . . . . . . 85

4 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Contents

Configuring the Avaya CMS software . . . . . . . . . . . . . . . . . . . . . . . . 86

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
About the configuration methods . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring Avaya CMS interactively . . . . . . . . . . . . . . . . . . . . . . 86
Configuring Avaya CMS using a flat file . . . . . . . . . . . . . . . . . . . . . 94
Creating the flat file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Example flat file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Using the flat file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Installing feature packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Installing the Forecasting package . . . . . . . . . . . . . . . . . . . . . . . 101
Installing the External Call History package . . . . . . . . . . . . . . . . . . 103
Installing the Avaya Visual Vectors Server software . . . . . . . . . . . . . . . . 107
Setting up a mirrored system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Required hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Initiating mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Setting up the remote console . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
The remote console access port . . . . . . . . . . . . . . . . . . . . . . . . . 113
Administering the remote console port . . . . . . . . . . . . . . . . . . . . . 113
Using the remote console port . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Setting up the Alarm Origination Manager . . . . . . . . . . . . . . . . . . . . . 116
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Setting up the AOM configuration files . . . . . . . . . . . . . . . . . . . . . 116
Creating an AOM test alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Starting the Avaya Visual Vectors Server software . . . . . . . . . . . . . . . . . 119
Setting the Informix configuration parameters for Avaya CMS. . . . . . . . . . . 120
Obtaining system information . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Setting the physical log configuration parameters . . . . . . . . . . . . . . . 121
Setting the system configuration parameters . . . . . . . . . . . . . . . . . . 122
Setting the shared memory parameters . . . . . . . . . . . . . . . . . . . . . 122
Setting miscellaneous Informix parameters . . . . . . . . . . . . . . . . . . . 123
Factory system backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Turning the system over to the customer . . . . . . . . . . . . . . . . . . . . . . . . 127

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Verifying the system date and time. . . . . . . . . . . . . . . . . . . . . . . . . . 128
Forwarding Avaya CMS system warning messages . . . . . . . . . . . . . . . . 128
Checking free space allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Software Installation, Maintenance, and Troubleshooting Guide February 2007 5

Contents

Testing the remote access port . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Redirecting the console to the remote console . . . . . . . . . . . . . . . . . 130
Redirecting the console back to the local console . . . . . . . . . . . . . . . 132
Key position for Sun Fire or Netra systems . . . . . . . . . . . . . . . . . . . . . 133
Testing the ACD link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Testing the alternate boot device . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Assigning customer passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Setting up the RSC software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Testing the Avaya CMS software . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Finalizing the on-site installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Customer security recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Controlling who can connect to the CMS system . . . . . . . . . . . . . . . . . . 141
Enabling password aging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Altering the telnet and ftp network service banners . . . . . . . . . . . . . . . . 143
Displaying a restricted warning for telnet users. . . . . . . . . . . . . . . . . . . 143
Providing physical security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Reviewing log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Adding a firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Transmitting passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Maintaining the Avaya CMS software . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Using the CMSADM menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
CMSADM menu functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Accessing the CMSADM menu . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Using acd_create . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Using acd_remove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Using backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Using pkg_install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Using pkg_remove. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Using run_pkg . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Using run_ids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Using run_cms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Using port_admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Using passwd_age. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Using the CMSSVC menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
CMSSVC menu functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Accessing the CMSSVC menu . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Using auth_display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

6 Software Installation, Maintenance, and Troubleshooting Guide February 2007

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Using auth_set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Using run_ids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using run_cms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using disk_space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using swinfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using swsetup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Using patch_inst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Using patch_rmv. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Using load_all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Using back_all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
The Avaya CMS maintenance backup . . . . . . . . . . . . . . . . . . . . . . . . 167
The CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
When to perform a CMSADM backup . . . . . . . . . . . . . . . . . . . . . . 168
Tape drives and cartridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Performing a CMSADM backup . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Checking the contents of the CMSADM backup tape . . . . . . . . . . . . . . . . 171
Changing the system date and time . . . . . . . . . . . . . . . . . . . . . . . . . 172
Checking the Solaris system date and time . . . . . . . . . . . . . . . . . . . 173
Setting the system date and time . . . . . . . . . . . . . . . . . . . . . . . . . 173
Setting the system country and time zones . . . . . . . . . . . . . . . . . . . 173
Working with Solaris patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Installing Solaris patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Checking installed Solaris patches . . . . . . . . . . . . . . . . . . . . . . . 178
Removing a Solaris patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Working with Avaya CMS patches . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Avaya CMS patch requirements . . . . . . . . . . . . . . . . . . . . . . . . . 179
Listing installed Avaya CMS patches . . . . . . . . . . . . . . . . . . . . . . 180
Listing Avaya CMS patches on the CD-ROM . . . . . . . . . . . . . . . . . . 180
Installing Avaya CMS patches . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Removing Avaya CMS patches . . . . . . . . . . . . . . . . . . . . . . . . . 182
Adding and removing users from password aging . . . . . . . . . . . . . . . . . 183
Determining if a password is aged . . . . . . . . . . . . . . . . . . . . . . . . 183
Excluding users from password aging . . . . . . . . . . . . . . . . . . . . . . 184
Removing users from the password aging exclude file. . . . . . . . . . . . . 185
Aging specific passwords at different rates . . . . . . . . . . . . . . . . . . . 185
Adding the Informix SQL package after IDS and ILS have been installed . . . . . 186
Enabling recovery with the alternate boot device . . . . . . . . . . . . . . . . . . 189
Maintaining the chkDisks crontab . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Software Installation, Maintenance, and Troubleshooting Guide February 2007 7

Contents

Verifying chkDisks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Changing the chkDisks run time . . . . . . . . . . . . . . . . . . . . . . . . . 190
Canceling chkDisks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Identifying a faulty disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Identifying down chunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Identifying the disk from the /var/adm/messages file . . . . . . . . . . . . . . 191
Identifying the submirrors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Upgrading a non-mirrored system to a mirrored system . . . . . . . . . . . . . . 194

Recovering an Avaya CMS system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Using the nohup command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Performing an Avaya CMS maintenance restore . . . . . . . . . . . . . . . . . . 196
Data restore requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Restoring data from a full maintenance backup . . . . . . . . . . . . . . . . . 197
Restoring data from a full and incremental maintenance backup . . . . . . . 198
Verifying Free Space Allocation during a maintenance restore . . . . . . . . . . 200
Mirrored system disk pairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Verifying boot disk integrity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Recovering a non-mirrored system after data disk failure . . . . . . . . . . . . . 205
Recovering a mirrored system after disk failure . . . . . . . . . . . . . . . . . . 211
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Recovering a mirrored system after a single disk fails . . . . . . . . . . . . . 212
Recovering a mirrored system after a mirrored pair of data disks fail . . . . . 214
Performing a CMSADM restore of a mirrored or non-mirrored system . . . . . . 221
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Restoring a system with a restore script. . . . . . . . . . . . . . . . . . . . . 222
Restoring a system without a CMSADM or system backup . . . . . . . . . . . . 225
Restoring specific files from the CMSADM backup tape . . . . . . . . . . . . . . 226

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Determining your Avaya CMS version . . . . . . . . . . . . . . . . . . . . . . . . 228
Recognizing new hardware devices . . . . . . . . . . . . . . . . . . . . . . . . . 228
Troubleshooting password aging . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Tracking changes to password aging . . . . . . . . . . . . . . . . . . . . . . 229
Passwords of excluded users age . . . . . . . . . . . . . . . . . . . . . . . . 229
Avaya CMS error logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Checking installed software packages . . . . . . . . . . . . . . . . . . . . . . . 231
Listing pkgchk errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Troubleshooting a system that fails to auto-boot . . . . . . . . . . . . . . . . . . 232

8 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Contents

Checking the boot environment variables . . . . . . . . . . . . . . . . . . . . 232

Changing the boot environment variables . . . . . . . . . . . . . . . . . . . . 233
Diagnosing a machine panic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Using the Sun Explorer tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Using the remote console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Remote console ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Redirecting the console using Solaris . . . . . . . . . . . . . . . . . . . . . . 236
Redirecting the local console to the remote console . . . . . . . . . . . . 236
Redirecting the remote console back to the local console . . . . . . . . . 238
Redirecting the console from OpenBoot mode . . . . . . . . . . . . . . . . . 239
Redirecting the local console to the remote console . . . . . . . . . . . . 239
Redirecting the remote console back to the local console . . . . . . . . . 240
Diagnosing dial-In access problems . . . . . . . . . . . . . . . . . . . . . . . . . 242
No ringing and answered responses . . . . . . . . . . . . . . . . . . . . . . . 242
Answered and connected responses do not display . . . . . . . . . . . . . . 243
Login prompt does not display . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Login prompt is scrambled . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Remote console port will not initialize . . . . . . . . . . . . . . . . . . . . . . 246
Booting Solaris into single-user mode . . . . . . . . . . . . . . . . . . . . . . . 247
Common problems using the CD-ROM drive . . . . . . . . . . . . . . . . . . . . 248
Verifying that the system can read a CD-ROM. . . . . . . . . . . . . . . . . . 248
CD-ROM drive cannot be mounted . . . . . . . . . . . . . . . . . . . . . . . . 249
CD-ROM drive fails to open . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Using the luxadm command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Displaying disk WWN numbers on a Sun Fire . . . . . . . . . . . . . . . . . . 250
Removing a disk with the luxadm command . . . . . . . . . . . . . . . . . . 252
Adding a disk with the luxadm command . . . . . . . . . . . . . . . . . . . . 253
Removing the Avaya CMS package fails . . . . . . . . . . . . . . . . . . . . . . 254
Avaya CMS installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
CMSADM backup problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
System messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Avaya CMS disk partition values . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Boot disk values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Data disk values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Soft partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Numbering scheme for metadevices . . . . . . . . . . . . . . . . . . . . . 259
Soft partition setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Avaya CMS EEPROM settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Troubleshooting soft partitioning. . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Software Installation, Maintenance, and Troubleshooting Guide February 2007 9

Contents

About mirrored systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

How Avaya CMS implements mirroring . . . . . . . . . . . . . . . . . . . . . 268
Mirroring through Informix . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Mirroring through Solaris Volume Manager . . . . . . . . . . . . . . . . . . . 270
Troubleshooting problems with disk drives . . . . . . . . . . . . . . . . . . . . . 272
Excessively long resync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Disk I/O problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Checking metadevices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Checking the /cms file system . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Cleaning up a replacement boot disk . . . . . . . . . . . . . . . . . . . . . . . . 276
Checking for disk recognition errors . . . . . . . . . . . . . . . . . . . . . . . . 278
Checking disk recognition errors on a Sun Blade. . . . . . . . . . . . . . . . 278
Checking disk recognition errors on a Sun Netra . . . . . . . . . . . . . . . . 280
Disk recognition errors on a Sun Fire . . . . . . . . . . . . . . . . . . . . . . 282
Common error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Common error messages with mirrored systems . . . . . . . . . . . . . . . . . . 285

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295

10 Software Installation, Maintenance, and Troubleshooting Guide February 2007

Preface

Avaya Call Management System (CMS) is an application for businesses and organizations that
use Avaya communication servers to process large volumes of telephone calls using the
Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent
selection, multi-site contact centers, remote agents, reporting, interfaces to other systems,
workforce management, desktop applications, system recovery, and quality monitoring.
Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer Interaction
Suite.
This section includes the following topics:
● Purpose on page 11
● Intended users on page 11
● Overview on page 12
● Conventions and terminology on page 13
● Reasons for reissue on page 13
● Availability on page 13
● Related documentation on page 14
● Support on page 17

Purpose
The purpose of this document is to describe how to install, configure, and maintain Avaya CMS.

Intended users
This document is written for:
● Avaya support personnel
● Avaya factory personnel
● Contact center administrators
Users of this document must be familiar with Avaya CMS and the Solaris operating system.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 11

Preface

Overview
This document includes the following topics:
● Introduction on page 19
Provides an overview of the supported Avaya CMS software, supported hardware
platforms and required software.
● Installing the Solaris operating system on page 21
Outlines the Solaris operating system installation procedures. These procedures are used
by technicians at customer sites and personnel at the factory.
● Configuring the Solaris operating system on page 35
Outlines the Solaris operating system configuration procedures. These procedures are
used by technicians at customer sites and personnel at the factory.
● Installing Avaya CMS and supporting software on page 49
Outlines the Avaya CMS software installation and setup procedures. These procedures
are used by technicians at customer sites and by personnel at the factory.
● Turning the system over to the customer on page 127
Provides the procedures that a technician performs before turning the system over to the
customer and a worksheet that the technician fills out for the customer.
● Customer security recommendations on page 141
Provides procedures to make your CMS system more secure.
● Maintaining the Avaya CMS software on page 147
Discusses file system backups and other maintenance procedures.
● Recovering an Avaya CMS system on page 195
Provides recovery procedures.
● Troubleshooting on page 227
Discusses how to fix various software - related problems.

12 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Conventions and terminology

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the information
presented.

! CAUTION:
CAUTION: Caution statements call attention to situations that can result in harm to software,
loss of data, or an interruption in service.

! WARNING:
WARNING: Warning statements call attention to situations that can result in harm to hardware
or equipment.

! DANGER:
DANGER: Danger statements call attention to situations that can result in harm to personnel.

! SECURITY ALERT:
SECURITY ALERT: Security alert statements call attention to situations that can increase the potential
for unauthorized use of a telecommunications system.

Reasons for reissue

This is the first issue of this document.

Availability
Copies of this document are available from one or both of the following sources:
Note:
Note: Although there is no charge to download documents through the Avaya Web site,
documents ordered from the Avaya Publications Center must be purchased.
● The Avaya online support Web site, http://www.avayadocs.com

Software Installation, Maintenance, and Troubleshooting Guide February 2007 13

Preface

● The Avaya Publications Center, which you can contact by:

Voice:
+1-207-866-6701
+1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax:
+1-207-626-7269
+1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail:
GlobalWare Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Manager

E-mail:
[email protected]

Related documentation
You might find the following Avaya CMS documentation useful. This section includes the
following topics:
● Change description on page 14
● Administration documents on page 15
● Software documents on page 15
● Hardware documents on page 15
● Call Center documents on page 16
● Avaya CMS upgrade documents on page 16
● Documentation Web sites on page 17

Change description
For information about recent changes made in Avaya CMS, see:
● Avaya Call Management System Release 14 Change Description, 07-601579

14 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Related documentation

Administration documents
For more information about Avaya CMS administration, see:
● Avaya Call Management System Release 14 Administration, 07-601585
● Avaya Call Management System (CMS) Release 14 Database Items and Calculations,
07-601591
● Avaya Call Management System Supervisor Release 14 Reports, 07-601590
● Avaya Call Management System (CMS) Supervisor Release 14 Installation and Getting
Started, 07-601587
● Avaya Call Management System High Availability User Guide, 07-300066
● Avaya Call Management System High Availability Connectivity, Upgrade and
Administration, 07-600957

Software documents
For more information about Avaya CMS software, see:
● Avaya Call Management System Release 14 Software Installation, Maintenance, and
Troubleshooting Guide, 07-601578
● Avaya CMS Open Database Connectivity Version 5.2, 07-601580
● Avaya Call Management System Release 14 LAN Backup User Guide, 07-601589
● Avaya Call Management System Release 14 External Call History Interface, 07-601586
● Avaya CMS Custom Reports, 585-215-822
● Avaya CMS Forecast User Guide, 585-215-825
● Avaya Call Management System (CMS) Supervisor Release 14 Report Designer,
07-601588
● Avaya Business Advocate Reports, 07-601618

Hardware documents
For more information about Avaya CMS hardware, see:
● Avaya Call Management System Sun Netra 210 Computer Hardware Installation,
Maintenance, and Troubleshooting, 07-600963
● Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation,
Maintenance, and Troubleshooting, 07-600965

Software Installation, Maintenance, and Troubleshooting Guide February 2007 15

Preface

● Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation,
Maintenance, and Troubleshooting, 07-600964
● Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Call Center documents

For more information about Avaya Call Center documents, see:
● Avaya Call Management System Switch Connections, Administration, and
Troubleshooting, 07-601582

Avaya CMS upgrade documents

There are several upgrade paths supported with Avaya CMS. There is a document designed to
support each upgrade.
This section includes the following topics:
● Base load upgrades on page 16
● Platform upgrades and data migration on page 16
● Avaya Call Management System Upgrade Express (CUE) on page 17

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for
example, r14ak.g to r14al.k). A specific set of instructions is included with the upgrade. The
Avaya Call Management System Release 14 Base Load Upgrade document is shipped to the
customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading
from a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the
Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the
latest CMS load (for example, R3V11 to R14).
For more information about platform upgrades and data migration, see:
● Avaya Call Management System Release 14 Platform Upgrade and Data Migration,
07-601581

16 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Support

Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V11) to the
latest version (for example, R14).
A specific set of upgrade instructions is included with the upgrade. The Avaya Call Management
System Release 14 CMS Upgrade Express (CUE) for Sun Computers document is included on
the CUE software CD-ROM that is shipped to the customer site with the CUE kit.
For information about customer requirements for CUE upgrades, see:
● Avaya Call Management System CMS Upgrade Express (CUE) Customer Requirements,
700419930

Documentation Web sites

For Avaya product documentation, go to http://www.avayadocs.com. Additional information
about new software or hardware updates will be contained in future issues of this book. New
issues of this book will be placed on the Web site when available.
Use the following Web sites to view related support documentation:
● Information about Avaya products and service
http://www.avaya.com
● Sun hardware documentation
http://docs.sun.com

Support
Contacting Avaya technical support
Avaya provides support telephone numbers for you to report problems or ask questions about
your product.
For United States support:
1- 800- 242-2121
For international support:
See the 1-800 Support Directory listings on the Avaya Web site.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 17

Preface

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service
issues. For more information, see the Escalation Management listings on the Avaya Web site.

18 Software Installation, Maintenance, and Troubleshooting Guide February 2007

Introduction

This section lists the hardware platforms and software that is supported by Avaya Call
Management System (CMS) Release 14 (R14).
This section includes the following topics:
● Prerequisites on page 19
● Supported hardware platforms for Release 14 on page 19
● Software for Avaya CMS Release 14 on page 20

Prerequisites
Before you use any procedures in this document, perform the following tasks:
● Review the file called cms.readme on the Avaya CMS software CD-ROM. Avaya
recommends you review this file for any changes that might impact the procedures in this
document.
● Contact Provisioning by calling 1-800-242-2121 extension 69366. The CMS provisioners
must be scheduled in advance for all work. Provisioning is required to authorize the
following features on CMS:
- CMS Agent licenses
- CMS Supervisor licenses
- External Call History Interface (ECHI) or Enhanced External Call History Interface.
- ACDs
- Report Designer
- Provisioning will also work with your on-site team to insure connectivity and data
collection.

Supported hardware platforms for Release 14

Avaya CMS is supported on the following platforms:
● Sun Blade 150 computer

Software Installation, Maintenance, and Troubleshooting Guide February 2007 19

Introduction

● Sun Netra 210

● Sun Fire V880 computer
● Sun Fire V890 computer
Note:
Note: Unless specified otherwise:
- All information and procedures in this document apply to all of the supported
Avaya CMS hardware platforms.
- Sun Blade refers to the Sun Blade 150 computer.
- Sun Fire refers to either the Sun Fire V880 computer or the Sun Fire V890
computer.

Software for Avaya CMS Release 14

Avaya CMS utilizes the following software packages (optional packages are noted):
● Solaris 9 9/05 Software 1 of 2, and Solaris 9 Software 2 of 2 CD-ROMs
● Software Supplement for the Solaris 9 Operating Environment CD-ROM, contains Sun
Online Validation Test Suite (VTS)
● Informix SQL CD-ROM
● Informix IDS CD-ROM
● Informix ESQL SDK CD-ROM
● Informix ILS CD-ROM
● AVAYA CMS Supplemental Services for Release 14 CD-ROM
● Avaya Call Management System Release 14 CD-ROM, also contains:
- Sun Solaris patches
- Avaya CMS patches
- Avaya security script
● Avaya CMS OPENLINK Open Database Connectivity (ODBC) Driver CD-ROM
● Avaya Visual Vectors Server Release 14 (optional)

20 Software Installation, Maintenance, and Troubleshooting Guide February 2007

Installing the Solaris operating system

The Solaris installation program guides you step by step through the Solaris software
installation. The installation program also has on line help to answer your questions. Depending
on your platform type, not all of the installation screens described in this section will be
displayed by your system.

! Important:
Important: If the software was installed at the factory, proceed to Installing Avaya CMS and
supporting software on page 49.
To bring the Avaya Call Management System (CMS) up to factory standards after a system
re-configuration or repair, use the procedures in this section and Installing Avaya CMS and
supporting software on page 49.
This section includes the following topics:
● Prerequisites on page 21
● Booting from the Solaris software CD-ROM on page 22
● Selecting your network settings on page 23
● Configuring your Kerberos security policy on page 24
● Selecting your regional settings on page 25
● Selecting the Solaris software packages on page 25
● Configuring the disk drives on page 31
● Assigning a root password on page 33
● Completing the Solaris installation on page 34

Prerequisites
Before you begin the installation procedures, perform the following tasks:
● Obtain the Solaris 9 Software 1 of 2, and Solaris 9 Software 2 of 2 CD-ROMs. See
Software for Avaya CMS Release 14 on page 20 for the supported Solaris versions.
● Identify the host name of the system, which is designated by the Technical Service Center
(TSC).
● Identify the Internet Protocol (IP) address of the system (this may be the factory default or
an address in a customer’s network).

Software Installation, Maintenance, and Troubleshooting Guide February 2007 21

Installing the Solaris operating system

● Identify the default router for the system (this may be the factory default or an address in a
customer’s network).
● Identify the subnet mask for the system (this may be the factory default or an address in a
customer’s network).
● Identify the number and size of disk drives on the system.
● Verify that all power cords are fully connected to all hardware devices, and that power is
applied to all hardware devices.
● Identify the tape devices on the system.
● Verify that all hardware components of the system, including port cards, external disk
drives, and tape drives, are correctly installed.

Booting from the Solaris software CD-ROM

To boot the system from the Solaris software CD-ROM using the local console:
1. Turn on the power to all of the external devices, such as disk drives and tape drives.
2. Turn on the monitor.
3. Turn on the Avaya CMS system.
Note:
Note: Depending on the model, it can take several minutes for the system to boot up.
4. As the console shows that the system is booting up, press Stop+A
The system displays an ok prompt.
Note:
Note: Stop+A will not work on a Sun Fire or Netra platform if the key switch is in the
locked position. If the key switch is in the locked position, turn the key to the
unlocked position. Press Stop+A again and continue with the remainder of this
procedure.
5. Load the CD-ROM, Solaris 9 Software 1 of 2 into the CD-ROM drive.
6. Enter:
boot cdrom
The system boots from the CD-ROM, and displays a list of languages.
7. Select the language that is appropriate for your location, and press Enter.
The system displays a list of locales.
8. Enter the number for the English (C- 7-bit ASCII) option.
The system displays the sysidtool window.

22 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Selecting your network settings

! Important:
Important: The sysidtool window provides useful information about how to navigate
through the Solaris installation windows. Use the arrow keys to move the cursor
left, right, up, and down. Press the Enter key to expand, select or unselect an
option.

Selecting your network settings

To select your network settings:
1. Press F2 to continue.
Note:
Note: The keyboard options for the Solaris installation will only function when your
mouse cursor is inside the installation window.
2. Press F2 to continue.
The system displays the Network Connectivity options.
3. Select Yes, and then press F2 to continue.
The system displays the DHCP options.
4. Select No, and then press F2 to continue.
Note:
Note: If the system is equipped with more than one network interface, the system
displays the Primary Network Interface options. Select the primary network
interface.
The system displays a Host Name field.
5. Enter a host name, and then press F2 to continue.
The system displays an IP Address field.
6. Enter an IP address, and then press F2 to continue. Unless there is a network address for
the site, enter the factory default address. The IP address 192.168.2.1 is the factory
default.
The system displays the Subnets options.
7. Choose one of the following steps:
● If the Avaya CMS system is on a subnet, perform the following steps:
a. Select Yes.
b. Press F2 to continue.
The system displays a prompt for a netmask.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 23

Installing the Solaris operating system

c. Enter the appropriate subnet mask. The factory default subnet mask is
255.255.255.0.
● If the Avaya CMS system is not on a subnet, select No.
8. Press F2 to continue.
The system displays the IPv6 options.
9. Select No, and then press F2 to continue.
The system displays the Set the Default Route options.
10. Choose one of the following steps:
● If the Avaya CMS system connects to the network through a router, perform the
following steps:
a. Select Specify One.
b. Press F2 to continue.
The system displays a router IP address field.
c. Enter the appropriate IP address.
● If the Avaya CMS system is not on a subnet, select None.
11. Press F2 to continue.
The system displays your current network settings.
12. Verify that the settings are correct. If the settings are correct, press F2 to continue.
The system displays the Configure Security Policy options.

Configuring your Kerberos security policy

To configure your security policy:
1. Verify that No is selected, and then press F2 to continue.
The system displays your current security settings.
2. Verify that the settings are correct. If the settings are correct, press F2 to continue.
The system displays the Name Service options.
3. Select None for name service, and then press F2 to continue.
The system displays your current name service settings.
4. Verify that the settings are correct. If the settings are correct press F2 to continue.
The system displays the Time Zone options.

24 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Selecting your regional settings

Selecting your regional settings

To select your regional settings:
1. Select the appropriate continent or ocean, and then press F2 to continue.
The system displays the Country or Region options.
2. Select the appropriate country or region, and then press F2 to continue.
The system displays additional Time Zone options.
3. Select the appropriate time zone, and then press F2 to continue.
The system displays the Date and Time options.
4. Enter the correct date and time, and then press F2 to continue.
The system displays your current regional settings.
5. Verify that the settings are correct. If the settings are correct, press F2 to continue.
The system displays a suninstall window.

Selecting the Solaris software packages

To select the Solaris software packages:
Note:
Note: The suninstall window might require you to select an additional option before
you can continue with the Solaris installation.
1. Choose one of the following steps:
a. If the system displays an Initial option in the suninstall window, press F4.
b. If the system does not display an Initial option in the suninstall window, go to
Step 2.
2. Press F2 for the Standard option.
The system displays the Select Geographic Regions options.
3. Expand the North America option list.
4. Select the following options:
● U.S.A (UTF-8)
● U.S.A (en_US.ISO8859-1)
5. Press F2 to continue.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 25

Installing the Solaris operating system

Note:
Note: Some platforms will display a 64-bit option. Verify that the Select To Include
Solaris 64-bit Support option is selected. Press F2 to continue.
The system displays the Select Software options.
6. Select End User System Support 64-bit.
7. Press F4 to select the Customize option.
The system displays a list of software packages.

! Important:
Important: Depending on your platform type, some of the options might be automatically
selected or unselected.
On some platforms, the software packages will not be displayed in the order
shown in the following lists.
8. Unselect the following options:
● 64-bit iconv conversion for Eastern European locales
● 64-bit iconv conversion for ISO Latin character sets
● A Windows SMB/CIFS fileserver for UNIX
● Admin/Install Java Extension Libraries
9. Expand the Audio drivers and applications option and unselect:
● Audio Applications
● Audio Sound Files
10. Select the following option:
● Basic Networking
11. Expand the CDE End User Software option and unselect:
● Java Media Framework Player
● PDA Synchronization for Solaris
● Solaris CDE Image Viewer
12. Select the following options:
● CPU Performance Counter driver and utilities
● CPU Performance Counter driver and utilities (64-bit)
13. Unselect the following options:
● Font Downloader
● Font Libraries
● Font Libraries (64-bit)

26 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Selecting the Solaris software packages

! Important:
Important: Verify that the Font Libraries and Font Libraries (64-bit) packages have been
unselected and are not partially selected.
14. Expand the Font Server Cluster option and unselect:
● X Window System Font server
● X Windows System optional fonts
15. Unselect the following options:
● FreeType 2.1.2 Font library
● FreeType 2.1.2 Font library (64-bit)
16. Expand the Freeware Compression Utilities option and unselect:
● The Info-Zip (zip) compression utility
● The GNU Zip (gzip) compression utility
17. Unselect the following options:
● Freeware Shells
● GLIB - Library of useful routines for C programing
● GNU GhostScript
● GNU GhostScript Fonts (Other)
● GNU GhostScript Fonts (Standard)
● GTK - The GIMP Toolkit
● IEEE 1394 Video Conferencing Class Driver (64-bit)
● IEEE 1394 Video Conferencing Support, (Usr) (64-bit)
● International Components for Unicode User Files
● International Components for Unicode User Files (64-bit)
● Internationalized Domain Name Support Library Files
● Internationalized Domain Name Support Library Files (64-bit)
● JDK 1.4 I18N run time environment
● Java Plug-in
● Java SNMP API
18. Expand the JavaVM option and unselect:
● SUNWj3rt post configuration
19. Expand the Line Printer Support option and unselect:
● Free Standards Group Open Printing API

Software Installation, Maintenance, and Troubleshooting Guide February 2007 27

Installing the Solaris operating system

● Free Standards Group Open Printing API RFC_1179 Print

● ImageMagik - Image Manipulation Utilities and Libraries
● Internet Printing Protocol (IPP)
● Internet Printing Protocol listener, (root)
● a2ps - GNU Any to PostScript filter (root)
● a2ps - GNU Any to PostScript filter (user)
● espgs - ESP GhostScript
● foomatic - filters - Foomatic Print Filters (root)
● foomatic - filters - Foomatic Print Filters (user)
● foomatic_ppds - Foomatic Print PPDS
● gimpprint - Drivers for Canon, Epson, Lexmark, and PCL prm
● hpijs - HP InkJet Server
● psutils - PostScript Utilities
20. Unselect the following options:
● Locale Conversion Library
● Locale Conversion Library (64-bit)
● Localization common files
21. Select the following options:
● Modular Debugger
● Modular Debugger (64-bit)
22. Unselect the following options:
● Netscape
● Netscape Communicator
● Netscape Componentization Support for CDE
23. Select the following option:
● On-Line Manual Pages
24. Unselect the following option:
● PNG - Portable Network Graphics library
25. Expand the Perl 5 option and unselect:
● Perl 5.005_03
26. Unselect the following options:
● Power Management OW Utilities

28 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Selecting the Solaris software packages

● Power Management Software

● Power Management Software (64-bit)
27. Expand the Programming tools and libraries option and select:
● CCS tools bundled with SunOS
● Solaris Bundled tools
28. Expand the Remote network services and commands option and unselect:
● Network Routing daemons/commands (Usr)
● Trivial File Transfer Server (Root)
● Trivial Name Server (Root)
● Trivial Name Server (Usr)
29. Unselect the following options:
● Resource Management WBEM Instrumentation (64-bit)
● Resource Management WBEM Instrumentation (root)
● Resource Management WBEM Instrumentation (usr)
● Root pkg partial locales
● SLP (64-bit)
● SLP, (Root)
● SLP, (Usr)
30. Expand the Solaris PPP option and select:
● Solaris PPP Device Drivers
● Solaris PPP Tunneling
● Solaris PPP configuration files
● Solaris PPP daemon and utilities
31. Select the following option:
● Solaris PPP (64-bit)
32. Unselect the following options:
● Solaris User Registration
● Solstice Enterprise Agents
● Solstice Enterprise Agents (64-bit)
● Spell Checking Engine - Base Release (English)
● Sun IEEE1394 Framework (64-bit)
33. Select the following option:

Software Installation, Maintenance, and Troubleshooting Guide February 2007 29

Installing the Solaris operating system

● System Accounting
34. Unselect the following option:
● Tcl - Tool Command Language
35. Select the following option:
● Terminal Information
36. Unselect the following options:
● Thai partial locale pkgs
● Tk -TCL GUI Toolkit
● WBEM Providers (usr)
● Web Based Enterprise Management (WBEM) Services
● X Windows System Minimum Required Fonts for Multibyte Locales
37. Expand the X Windows System Runtime Environment option and unselect:
● X Windows System Virtual Servers
● X Windows System demo images
● X Windows System demo programs
38. Select the following option:
● X Window system online user man pages
39. Unselect the following options:
● X11 Arabic required fonts
● X11 ISO-8859-x optional fonts
40. Expand the X11 ISO-8859-x required fonts option and unselect:
● Russian 1251 fonts
● X11 KOI8-R fonts
41. Unselect the following options:
● XSH4 conversion for Eastern European locales
● XSH4 conversion for ISO Latin character sets
42. Unselect the following options:
● en_us.UTF-8
● en_us.UTF-8 (64-bit)
● gcmn - Common GNU package
● ggrep - GNU grep utilities
● gtar - GNU tar

30 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Configuring the disk drives

● jpeg - The Independent JPEG Groups JPEG software

● libtiff - library for reading and writing TIFF
43. Select the following option:
● tcpd - access control facility for internet services
44. Press F2 to select OK.
The system displays a warning screen about required packages.
45. Press F2 to select OK.
The system displays the Select Software options for a second time.
46. Press F2 to continue.
Note:
Note: If you return to the Select Software options after you have selected to
continue, the Solaris installation will reset the software packages to their default
values. You must repeat steps 7 through 46.
The system displays the Select Disks options.
Note:
Note: If all of the disks are not displayed, contact your Avaya authorized service
representative.

Configuring the disk drives

To configure the disk drives:
1. Select the correct boot device, and then press F2 to continue.
The system displays the Preserve Data? options.
2. Press F2 to continue.
The system displays the Automatically Layout File Systems? options.
3. Press F4 to select Manual Layout.
The system displays the current file system and disk layout.
4. Press F4 to select the Customize option.
The system displays the current partition information.
5. Enter the boot disk partition information and any mirrored boot disk partition information
according to the Boot disk partition table on page 32.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 31

Installing the Solaris operating system

Note:
Note: When setting up disk partitions for mirrored Sun Blade, Sun Fire, or Sun Netra
systems, the system will use the following disks for the boot and mirrored boot
devices:

Platform Boot disks

Sun Blade Boot - c0t0d0

Mirrored boot - c0t2d0
Sun Netra Boot - c1t0d0
Mirrored boot - c1t1d0
Sun Fire Boot - c1t0d0
Mirrored boot - c1t3d0

! WARNING:
WARNING: Do not change the slice 2 value or name. If the slice 2 value or name is changed,
you will have to reinstall Solaris.

Boot disk partition table

Slice Slice name Partition size (MB)1

0 / 4096
or
(Leave blank if alternate boot on mirrored systems)
1 swap 1024
or
(Leave blank if alternate boot on mirrored systems)
2 overlap2 (Do not change)
3 /cms 3072
or
(Leave blank if alternate boot on mirrored systems)
4 (Leave blank) 2048
5 (Leave blank) (Leave blank)
6 (Leave blank) (Leave blank)
7 (Leave blank) (Leave blank)

32 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Assigning a root password

1. Some systems will automatically increase the partition size. Do not change the new partition
size.
2. The default size of the overlap file system is always the size of the entire disk. Occasionally,
the name backup will appear instead of overlap. Do not change the slice 2 value or name.

! Important:
Important: No values are entered for the data disk partitions. The data disks and remaining
space on the boot disks will be configured automatically during the installation.
6. Verify that the correct slice name and partition size has been entered for each partition.
7. Press F2 to select OK.
The system displays the new file system layout.
8. Press F2 to continue.
The system displays the Mount Remote File Systems? options.
9. Press F2 to continue.
The system displays the current installation profile.
10. Press F2 to continue.
The system displays an unused disk space warning.
11. Ignore the unused disk space warning and press F2 to continue.
The system displays the Reboot After Installation? options.
12. Verify that Auto reboot is selected and press F2.
The disk partitioning process begins, and the system displays an installation progress
window.
This process might take some time to complete. The actual amount of time depends on the
number of disks being partitioned, the hardware platform, and the speed of your CD-ROM
drive.
When the installation is finished, the system reboots and displays a prompt for a root
password.

Assigning a root password

To assign a root password:
1. Enter the root password. If you do not know what root password is assigned to the system,
it is recommended that you press Enter to assign a blank password.
The system displays a prompt to enter the root password again.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 33

Installing the Solaris operating system

2. Re-enter the root password, or press Enter for a blank password.

The system displays the Specify Media window.

Completing the Solaris installation

To complete the Solaris installation:
1. In the Specify Media window select CD/DVD. Then select Next>.
The system ejects the Solaris 9 Software 1 of 2 CD-ROM. The system then displays the
Insert Disc window.
2. Load the Solaris 9 Software 2 of 2 into the CD-ROM drive, and select OK.
The system installs the software.
3. Select Next >.
The system displays the Reboot window and ejects the CD-ROM.
4. Select Reboot Now.
The system reboots, and the console login appears.
5. Enter root for the user name, followed by your password (if you submitted one to the
system).
The system displays the Common Desktop Environment (CDE).

34 Software Installation, Maintenance, and Troubleshooting Guide February 2007

Configuring the Solaris operating system

This section contains the procedures used to configure the Solaris operating system software
for your Avaya CMS hardware platform.
This section includes the following topics:
● Prerequisites on page 35
● Remote terminal access tip on page 36
● Opening a terminal window on page 36
● Enabling the Korn shell on page 36
● Displaying and setting the EEPROM parameters on page 37
● Creating an alternate boot device on page 38
● Resetting a device alias on page 40
● Turning on the system activity recorder on page 42
● Installing the Sun Online Validation Test Suite on page 44
● Installing the Solaris patches on page 44
● Installing the Avaya CMS security script on page 47

Prerequisites
Before you begin any of the installation procedures:
● Verify that the Solaris 9 operating system has been installed
● Verify that all hardware components of the system, including port cards, external disk
drives, and tape drives, are correctly installed. Otherwise, the system hardware will not be
recognized.
● Verify that you are logged in as root.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 35

Configuring the Solaris operating system

Remote terminal access tip

When executing commands that take a long time to complete, (such as cpio commands), use
the nohup command to ensure that the command will complete without interruption if the data
line disconnects. An example of the nohup command is shown below:
nohup cpio -icmudf -C 10240 -I /dev/rmt/0c “cms” | tee
When system reboots are required, verify that your terminal type is set correctly after the reboot.

Opening a terminal window

This section describes how to open a terminal window. You must open a terminal window to
input keyboard commands at the system prompt.
To open a terminal window:
1. Use the mouse to move the cursor to an empty area of the desktop display and press the
right button on the mouse.
The system displays the Workspace menu.
2. Select the Tools option.
The system displays the Tools menu.
3. Select the Terminal option.
The system displays a terminal window with the active cursor at the command prompt.

Enabling the Korn shell

To enable the Korn shell:
1. Enter:
stty erase Backspace
The system displays the Backspace as ^H. On some systems Backspace will not work.
If this is the case, substitute “^H” for Backspace.
2. Enter:
ksh -o vi

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 Displaying and setting the EEPROM parameters

Displaying and setting the EEPROM parameters

The current EEPROM settings must be displayed to determine if a firmware value must be
changed from a factory setting.

! Important:
Important: If the system is a Sun Fire or Netra, make sure the key is in the unlocked position.
The locked position provides bootrom security. After setting the EEPROM
parameters, return the key switch to its original position.
This section includes the following topics:
● Displaying the EEPROM values on page 37
● Required EEPROM settings on page 38
● Changing EEPROM settings on page 38

Displaying the EEPROM values

To display the firmware EEPROM values for an Avaya CMS system:
1. Enter:
eeprom | sort | more
The system displays the current EEPROM settings.
Note:
Note: Not all options are displayed for all Avaya CMS systems. In addition, some
options will show “data not available” messages. Ignore those options.
2. Compare the displayed settings with the Required EEPROM settings on page 38 to
determine if any of the values must be changed from the factory setting.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 37

Configuring the Solaris operating system

Required EEPROM settings

The following table contains the Avaya CMS EEPROM settings that might need to be reset
manually. Additional EEPROM settings are set automatically during the installation. For a
complete list of required EEPROM settings, see Avaya CMS EEPROM settings on page 261.

Option name Required setting

ansi-terminal? true
boot-command boot
diag-level min
local-mac-address? true

Changing EEPROM settings

To change an EEPROM setting, enter:
eeprom option_name=option_value
where option_name is the name of the option, and option_value is the new setting.
Example:
To change the output device, you would enter:
eeprom diag-level=min

Creating an alternate boot device

This section provides information for creating the mirrored boot device for a mirrored system.
This procedure is for mirrored systems only.

38 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Creating an alternate boot device

To create the alternate boot device:

1. Log in as root and enter:
ls -l /dev/rdsk/newbootdev
where newbootdev is the device name of the mirrored boot disk. The following table
contains the mirrored boot device names.

Hardware platform Mirrored boot device

Sun Blade c0t2d0s0

Sun Netra c1t1d0s0
Sun Fire c1t3d0s0

The system responds, for example:

lrwxrwxrwx 1 root root 74 Apr 30 14:40 /dev/rdsk/c1t3d0s0 ->

../../devices/pci@8,600000/SUNW,qlc@2/fp@0,0/ssd@w21000004cf707d9f,0:a,raw

2. Identify and record the device definition from the output generated in Step 1. The device
definition is the character sequence that starts after “/devices” and ends before
“:a,raw”.
Note:
Note: In the previous example, the device definition is:
/pci@8,600000/SUNW,qlc@2/fp@0,0/ssd@w21000004cf707d9f,0
3. Enter:
/usr/sbin/shutdown -y -g0 -i0
The system displays the ok prompt.
4. Create a device alias for the alternate boot device by entering:
nvalias bootdevice2 device_definition
where device_definition is the character sequence recorded in Step 2.
5. At the ok prompt, enter:
devalias
The output includes a line that is similar to the following example:

bootdevice2 /pci@8,600000/SUNW,qlc@2/fp@0,0/ssd@w21000004cf707d9f,0

6. Enter:
boot
When the computer restarts, log in as root at the console login.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 39

Configuring the Solaris operating system

Note:
Note: You must set up a cron job for chkDisk after configuring the Avaya CMS software.

Resetting a device alias

This section is only for Sun Fire systems. If a boot disk is replaced, or if the NVRAM chip is ever
reset to the Sun factory defaults, the boot disk and EEPROM values must be reset to the Avaya
factory defaults. This can happen when any of the following occurs:
● The boot disk (primary or alternate) is defective and is replaced with a new disk
● The NVRAM chip on the system clock board is replaced
● The set-defaults or setenv use-nvramrc? false command is run
● A PROM patch is applied
● Stop + N was used to reset the system
To reset the NVRAM to bootable options for the boot disks:
1. Verify the proper boot device alias by entering:
ls -l /dev/rdsk/newbootdev
where newbootdev is the device to be used as the mirrored boot disk.

Hardware platform Mirrored boot device

Sun Blade c0t2d0s0

Sun Netra c1t1d0s0
Sun Fire c1t3d0s0

The system responds, for example:

lrwxrwxrwx 1 root root 74 Nov 5 15:41 /dev/dsk/c0t1d0s0 -> ../../

devices/sbus@2,0/SUNW,socal@d,10000/sf@0,0/
ssd@w2100002037a82d85,0:a,raw

2. Identify and record the device definition from the output generated.
3. Enter:
/usr/sbin/shutdown -y -i0 -g0
The system displays the ok prompt.

40 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Resetting a device alias

4. At the ok prompt, enter:

show-disks
The system displays a list of disk drives similar to the following:

a) /sbus@3,0/SUNW,fas@3,8800000/sd
b) /sbus@3,0/SUNW,socal@d,10000/sf@1,0/ssd
c) /sbus@3,0/SUNW,socal@d,10000/sf@0,0/ssd
d) NO SELECTION
Enter selection, q to quit:

5. Select the letter for the proper boot device.

The system saves the device string in the edit clipboard. The system then displays a
message similar to the following:

/sbus@3,0/SUNW,socal@d,10000/sf@0,0/ssd has been selected

Type ^Y (Control-Y) to insert it in the command line e.g. ok
nvalias mydev ^Y
for creating devalias mydev for
/sbus@3,0/SUNW,socal@d,10000/sf@0,0/ssd

Note:
Note: The message displayed will vary from platform to platform. To decode the path,
first look at /sbus@3 and divide the number (3) found after the @ symbol by
two, and throw away the remainder, which gives you one. This represents the first
slot on your system. An SBus+ I/O or Graphics+ I/O board will be in your first slot.
Next, look at sf@0. The zero represents what controller that drive is attached to.
You should look for sf@0 for your primary boot device and sf@1 for your
secondary boot device if you are working on a mirrored system. After looking at
the paths offered, select the letter representing that path.
6. Enter:
nvalias disk
Ctrl + Y
(that is, press and hold the Ctrl key. Then press the Y key)
The system displays the disk alias saved in the clipboard and the cursor is at the end of
the line.

/sbus@3,0/SUNW,socal@d,10000/sf@0,0/ssd

7. Add @0,0 at the end of the line as shown in the following example:

nvalias disk /sbus@3,0/SUNW,socal@d,10000/sf@0,0/ssd@0,0

Adding @0,0 gives the command the target and slice of the primary boot device.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 41

Configuring the Solaris operating system

8. If you are working on a mirrored system, repeat the above procedure using bootdevice2 as
your mirror boot device alias, as shown in the following example:

nvalias bootdevice2 /sbus@3,0/SUNW,socal@d,10000/sf@1,0/ssd@4,0

Note:
Note: Adding @4,0 gives the command the target and slice of the mirror boot device.
9. Enter:
devalias
The system displays the device aliases. Verify that disk and bootdevice2 are set to
the correct alias values.
10. Do one of the following:
● To set the boot environment for a nonmirrored system, enter:
setenv boot-device disk
● To set the boot environment for a mirrored system, enter:
setenv boot-device disk bootdevice2
11. After setting the disk device alias, check the EEPROM values by entering:
printenv
12. At the ok prompt enter:
boot

Turning on the system activity recorder

To turn on the system activity recorder:
1. Log in with the sys login id by entering:
su - sys
Note:
Note: Be sure to use a space between “-” and “sys”.
The prompt changes to a dollar sign ($).
2. Confirm that you are using the sys id by entering:
id
The system displays the following message:

uid=3(sys) gid=3(sys)

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 Turning on the system activity recorder

3. Enter the following commands to create and edit the cron.sys file:
cd /tmp
crontab -l > cron.sys
vi cron.sys
The cron.sys file looks similar to the following example:

#ident "@(#)sys 1.5 92/07/14 SMI" /* SVr4.0 1.2 */

#
# The sys crontab should be used to do performance collection.
# See cron and performance manual pages for details on startup.
#
# 0 * * * 0-6 /usr/lib/sa/sa1
# 20,40 8-17 * * 1-5 /usr/lib/sa/sa1
# 5 18 * * 1-5 /usr/lib/sa/sa2 -s 8:00 -e 18:01 -i 1200 -A

4. Remove the leading pound (#) characters that were used to comment out the last three
lines in the file.
Example:

#ident "@(#)sys 1.5 92/07/14 SMI" /* SVr4.0 1.2 */

#
# The sys crontab should be used to do performance collection.
# See cron and performance manual pages for details on startup.
#
0 * * * 0-6 /usr/lib/sa/sa1
20,40 8-17 * * 1-5 /usr/lib/sa/sa1
5 18 * * 1-5 /usr/lib/sa/sa2 -s 8:00 -e 18:01 -i 1200 -A

5. Press Esc. Then enter:

:wq!
The system saves and closes the file.
6. Enter the following commands:
crontab -r
crontab cron.sys
7. Enter the following command to confirm that the changes you made are intact:
crontab -l
The system displays the cron.sys file.
8. Exit superuser mode by entering:
exit
The prompt changes back to a pound (#) prompt.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 43

Configuring the Solaris operating system

Note:
Note: You may have to repeat this step twice.

Installing the Sun Online Validation Test Suite

This section describes how to install the Sun Online Validation Test Suite (VTS) software. The
Sun Online VTS software provides test facilities for the system.
To install the Sun VTS software:
1. Load the CD-ROM, Software Supplement for the Solaris 9 Operating Environment into the
CD-ROM drive.
2. Log into the system as root.
3. Enter:
cd /
4. Enter:
/usr/sbin/pkgadd -d /cdrom/cdrom0/SunVTS_5.1_PS10/Product SUNWvts
SUNWvtsmn SUNWvtsx
The system displays the following message:

Do you want to enable the Kerberos V5 based security?

5. Enter: n
Note:
Note: It might be necessary to enter y several times in order to continue the
installation.
The system displays a message similar to the following:

Installation of <SUNWvtsx> was successful.

Installing the Solaris patches

Sun periodically provides updates for the Solaris operating system. The Solaris patches are
delivered with the Avaya CMS software.

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 Installing the Solaris patches

To install the Solaris patches:

1. If the system is a Sun Fire or Netra, record the original position of the key switch. You must
return the key switch to this original position at the end of this procedure. If the key switch
is in the “Locked” or “Diagnostics” position, move the key switch to the “On” position.
2. Verify that you are logged into the system as root.
3. Load the Avaya Call Management System CD-ROM into the CD-ROM drive.
4. Enter:
cd /
5. Enter:
/cdrom/cdrom0/spatches_conf
The system displays a message similar to the following:

Warning: you must close all applications before running this script
...................
...................
...................
Solaris patches have been spooled to your machine. The patches will
beinstalled after rebooting. During the installation of patches your
server will not be available.

The estimated time to install all patches is: 15 minutes

Ready to install Patches. Please leave the CD in the drive.

You will need to reboot the server for patches to install.

Do you want to reboot now? [y,n,?]

Note:
Note: The system will display the approximate amount of time needed to install the
Solaris patches.
6. Choose one of the following steps:
● To install the Solaris patches:
a. Enter: y
The system boots into single user mode and installs the Solaris patches.
Note:
Note: If there are no Solaris patches to install the system displays the following
message.

There are no Solaris patches to install

b. Choose one of the following steps:

- If Solaris patches were installed, go to Step 7.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 45

Configuring the Solaris operating system

- If no Solaris patches were installed, log into the system as root. Then go to
Step 9.
● To cancel installation of the Solaris patches, enter: n
The system displays the following message:

Terminating at user's request.

You will need to run spatches_conf again to install Operating System
patches.

! CAUTION:
CAUTION: If you cancel installation of the Solaris patches, you will have to install them
before installing Avaya CMS.
7. Log into the system as root.
8. Verify that all of the Solaris patches have been installed by entering:
tail -10 /var/cms/spatches/spatches.log
The system displays the following message in the log:

All patches installed successfully.

Note:
Note: If the installation procedure fails for any of the patches, the following message is
displayed:

Installation failed for one or more Solaris patches.

- Customers in the US should call the CMS Technical Services

Organization at 1-800-242-2121

- Customers outside the US should contact your Avaya

representative or distributor.
Patch installation completed: Fri Jan 18 13:28:19 MST 2002

If the message shown above is displayed, continue with this procedure and the
remaining Avaya CMS base load upgrade procedures. When the upgrade is
complete, notify your Avaya CMS support organization as instructed.
9. Enter:
eject cdrom
10. If the system is a Sun Fire or Netra, return the key switch to the position it was in at the
beginning of this procedure.
For additional information on Solaris patches, see Working with Solaris patches on
page 174.

46 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Installing the Avaya CMS security script

Installing the Avaya CMS security script

To install the Avaya security script:

! Important:
Important: You will be able to log into the console only as root after you run the Avaya CMS
security script. If you are logging into the system remotely, you will need to log in
as another user and then su to root.
1. Verify that you are logged into the system as root.
2. Load the Avaya Call Management System CD-ROM into the CD-ROM drive.
3. Enter:
cd /
4. Enter:
/cdrom/cdrom0/security/cms_sec
The system configures your security settings. This process will take some time. The
system displays the following message when the process is complete:

Avaya CMS security configuration completed: date

Note:
Note: If the system displays a configuration failed message, contact your Avaya
services representative.
5. Reboot the system by entering:
/usr/sbin/shutdown -i6 -g0 -y
Log into the system as root.

Software Installation, Maintenance, and Troubleshooting Guide February 2007 47

Configuring the Solaris operating system

48 Software Installation, Maintenance, and Troubleshooting Guide February 2007

Installing Avaya CMS and supporting
software

This section contains the procedures used to install and set up the Avaya Call Management
System (CMS) software and other supporting software.
This section includes the following topics:
● Installation rules on page 49
● Installing the Informix software packages on page 50
● Installing the Avaya CMS Supplemental Services software on page 60
● Installing the Avaya CMS packages on page 63
● Configuring the IDS dbspaces on page 73
● Installing the Open Database Connectivity server software on page 75
● Setting up Avaya CMS data storage parameters on page 79
● Setting up LAN connections on page 81
● Configuring the Avaya CMS software on page 86
● Installing feature packages on page 101
● Installing the Avaya Visual Vectors Server software on page 107
● Setting up a mirrored system on page 109
● Setting up the remote console on page 112
● Setting up the Alarm Origination Manager on page 116
● Starting the Avaya Visual Vectors Server software on page 119
● Setting the Informix configuration parameters for Avaya CMS on page 120
● Factory system backup on page 125

Installation rules
If the software was installed at the factory, the only procedures required at the customer site
are:
● Configuring Avaya CMS authorizations on page 65

Software Installation, Maintenance, and Troubleshooting Guide February 2007 49

Installing Avaya CMS and supporting software

● Installing feature packages on page 101

● Factory system backup on page 125
If the Avaya CMS software was not installed at the factory, use the procedures in Installing the
Solaris operating system on page 21, Configuring the Solaris operating system on page 35, and
this chapter to bring the Avaya CMS system up to factory standards after a system
re-configuration or repair.

Installing the Informix software packages

Informix provides the relational database management system used to organize Avaya CMS
data. Avaya CMS works in conjunction with the Informix software.
This section includes the following topics:
● Prerequisites on page 50
● Setting up the Informix environment on page 51
● Installing Informix SQL on page 51
● Installing IDS on page 52
● Installing Informix Client SDK on page 54
● Installing Informix ILS on page 56
● Initializing IDS on page 58

Prerequisites
Before you begin installing the Informix software packages, perform the following tasks:
● Verify that you are logged in as root at the console.
● If you are using Informix SQL custom reports, obtain the CD-ROM, Informix SQL version
7.32.
● Obtain the CD-ROM for Informix IDS 9.40.UC4 .
● Obtain the CD-ROM, Informix Client SDK 2.81 UC3.
● Obtain the CD-ROM, Informix Int’l Language Supplement Version 3.30.MC2.
● Obtain the CD-ROM, Avaya Call Management System Release 14.

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 Installing the Informix software packages

Setting up the Informix environment

To set up the Informix environment:
1. If you are setting up the Informix environment from the console, enter the following
commands:
TERM=xterm
export TERM
2. Add a new group to the system by entering:
groupadd -g 100 informix
3. Add a new user to the system by entering the following command:
useradd -g informix -u 100 -m -d /opt/informix informix
The system displays the following message:

64 blocks

4. Set the environment variables by entering the following commands:

INFORMIXDIR=/opt/informix
export INFORMIXDIR
PATH=$PATH:$INFORMIXDIR/bin
export PATH
The Informix installation environment is now set.

Installing Informix SQL

To install the Informix SQL software:

! CAUTION:
CAUTION: The ISQL software must be installed before the other Informix software packages.
If the ISQL software is installed at a later time, the other Informix packages will
need to be reinstalled. Do NOT reinitialize IDS or else customer data will be lost.
1. Load the Informix SQL CD-ROM into the CD-ROM drive.
2. Change to the Informix directory by entering:
cd $INFORMIXDIR

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Installing Avaya CMS and supporting software

3. Verify that you are in the Informix directory by entering:

pwd
The system displays the following message:

/opt/informix

4. Enter:
tar xvf /cdrom/cdrom0/sql.tar
The system copies the Informix SQL files from the CD-ROM to the current directory.
5. Start the installation of the Informix SQL packages by entering:
./installsql
The system displays the following message:

IBM INFORMIX-SQL Version 7.XX.XXX

. . . . .
. . . . .
. . . . .
Press RETURN to continue,
or the interrupt key (usually CTRL-C or DEL) to abort.

6. Press Enter.
The system displays a software licensing message.
7. Press Enter.
The system completes the SQL installation, and then displays the following message:

Installation of INFORMIX-SQL complete.

8. Enter:
eject cdrom

Installing IDS
To install the IDS software:
1. Load the IDS CD-ROM into the CD-ROM drive.
2. Enter:
su informix
The prompt changes to $.

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 Installing the Informix software packages

3. Change to the Informix directory by entering:

cd $INFORMIXDIR
4. Enter:
pwd
The system displays the following message:

/opt/informix

5. Enter:
tar xvf /cdrom/cdrom0/SERVER/IIF.tar
The system copies the IDS files from the CD-ROM to the current directory.
6. Start the installation of the IDS software packages by entering:
./installserver
Note:
Note: It might be necessary to enter y several times to continue the installation.
The system displays the following message:

Press RETURN to continue, or the interrupt key (usually CTRL-C or

DEL) to abort.

7. Press Enter.
The system displays a software licensing message.
8. Press Enter.
The system installs the IDS software packages, and then displays the following message:

Informix user portion of installation of Informix Dynamic Server

complete.

9. Enter:
exit
The prompt changes to #.
Note:
Note: Some systems will not default to root the first time the exit command is run. It
may be necessary to enter the exit command a second time. If you enter id
at the command prompt, the system should display a uid=0(root) message.
10. Enter:
cd /opt/informix

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Installing Avaya CMS and supporting software

11. Enter:
pwd
The system displays the following message:

/opt/informix

12. Enter:
./RUN_AS_ROOT.server
The system completes the IDS installation, and then displays the following message:

Installation of Informix Dynamic Server complete.

13. Enter:
eject cdrom

Installing Informix Client SDK

To install the Informix Client SDK software:
1. Load the Informix Client SDK CD-ROM into the CD-ROM drive.
2. Set the environment variables by entering the following commands:
INFORMIXDIR=/opt/informix
export INFORMIXDIR
PATH=$PATH:$INFORMIXDIR/bin
export PATH
3. Enter:
su informix
The prompt changes to $.
4. Change to the Informix directory by entering:
cd $INFORMIXDIR
5. Enter:
pwd
The system displays the following message:

/opt/informix

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 Installing the Informix software packages

6. Enter the following command to copy the Informix Client SDK files from the CD-ROM to
the current directory:
tar xvf /cdrom/cdrom0/csdk.tar
7. Enter the following to start the installation of the Informix Client SDK software packages:
./installclientsdk
The system installs the Informix Client SDK installation software and then displays the
following message:

Is ClientSDK being installed along with Informix database server

version 9.x (required to be run as user "informix")?
(yes or no)

8. Enter: y
The system displays the following message:

Would you like to skip GLS installation? (y/n)

9. Enter: y
The system begins installing the software and then displays the following message:

Press RETURN to continue,

or the interrupt key (usually CTRL-C or DEL) to abort.

10. Press Enter.

The system displays the following message:

Press RETURN to continue,

or the interrupt key (usually CTRL-C or DEL) to abort.

11. Press Enter.

The system installs the SDK software packages and then displays the following message:

Informix user portion of installation of INFORMIX-Client SDK

complete.

12. Enter:
exit
The prompt changes to a pound (#).
Note:
Note: Some systems will not default to root the first time the exit command is run. It
may be necessary to enter the exit command a second time. If you enter id
at the command prompt the system should display a uid=0(root) message.

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Installing Avaya CMS and supporting software

13. Enter:
cd /opt/informix
14. Enter:
pwd
The system displays the following message:

/opt/informix

15. Enter:
./RUN_AS_ROOT.clientsdk
The system completes the SDK installation and then displays the following message:

Installation of INFORMIX-Client SDK complete.

16. Enter:
eject cdrom

Installing Informix ILS

To install the Informix ILS software:

! CAUTION:
CAUTION: Various steps in the Informix ILS installation require that you select multiple
options. All of the indicated options are required. If the indicated options are not
selected, the software will not function correctly.
1. Load the Informix ILS CD-ROM into the CD-ROM drive.
2. Set the environment variables by entering the following commands:
INFORMIXDIR=/opt/informix
export INFORMIXDIR
PATH=$PATH:$INFORMIXDIR/bin
export PATH
3. Enter:
cd $INFORMIXDIR

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 Installing the Informix software packages

4. Enter:
pwd
The system displays the following message:

/opt/informix

5. Enter:
/cdrom/cdrom0/install
The system displays a list of languages.
6. Enter the number associated with the language that you want to use during the installation.
Note:
Note: If you select a language other than English, you must also select a display
character set.
After you select a language, the system displays a message similar to the following:

INFORMIX INTERNATIONAL LANGUAGE SUPPLEMENT (ILS)

INSTALLER FOR ALL UNIX PLATFORMS

Choose install type:

(1) Express Install
Installs everything relating to one or more languages.

(2) Custom Install

You specify exactly what you want to install.
Other options:
(3) Help
Displays information on the contents of this package,
and explains the options on this screen.
(4) Exit
Exit this installer.

(E)nglish (D)eutsch/German (F)rancais/French e(S)panol/Spanish

(R)ussian (P)oliski/Polish (C)ekych/Czech s(L)ovych/Slovak
(K)orean (J)apanese (T)rad Chineese S(I)mp Chinese

Enter one choice, and hit ENTER:

7. Enter the number associated with the Custom Install option.

The system displays a list of custom install options.
8. Enter the numbers associated with the Locale and Code set conversion options.
Example:
Enter: 2 4
The system displays a list of languages.

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Installing Avaya CMS and supporting software

9. Enter the numbers associated with the English and Japanese options.
The system displays a list of territories.
10. Enter the number associated with the option for United States.
The system displays a list of codesets for English language locales.
11. Enter the number associated with the option for UTF8.
The system displays a list of codesets for Japanese language locales.
12. Enter the number associated with the option for UTF8.
The system displays a list of codeset conversion regions.
13. Enter the numbers associated with the Japanese and Western European options.
The system displays a list of Japanese codeset conversion tables.
14. Enter the numbers associated with the Shift-JIS+JISX0212,
Standard-Shift-JIS, and UTF8 options.
The system displays a list of Western European codeset conversion tables.
15. Enter the numbers associated with the ISO 8859-1 and UTF8 options.
The system displays a summary of your selections.
16. Verify that your selections are correct and then press Enter.
The system installs the IDS software and then displays the following message:

Hit ENTER to return to main menu...

17. Press Enter.

The system displays the ILS main menu.
18. Enter the number associated with the Exit option.
19. Enter:
eject cdrom

Initializing IDS
To initialize Informix Dynamic Server (IDS) for Avaya CMS:
1. Load the CD-ROM, Avaya Call Management System Release 14 into the CD-ROM drive.
2. Enter:
cd /cdrom/cdrom0/postids

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 Installing the Informix software packages

Note:
Note: The postids tool is used to automatically configure the IDS software to run with
Avaya CMS. The tool will initialize the /etc/system and /opt/informix files.
3. Enter:
./postids_config
The system displays the following message:

x ., 0 bytes, 0 tape blocks

..............
..............
..............
Installing Informix IDS configuration information for CMS...
Setting UNIX system tunable parameters for Informix IDS.
Postids Configuration successful.

*** IMPORTANT NOTICE ***

This machine must now be rebooted in order to insure sane

operation. Execute:

shutdown -y -i6 -g0

and wait for the Console Login: prompt.

4. Enter:
/usr/sbin/shutdown -y -i6 -g0
5. Log in as root.
6. Enter:
. /opt/informix/bin/setenv
7. Enter:
oninit -iy

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Installing Avaya CMS and supporting software

8. Check the IDS software by entering:

onstat
The system displays several sets of data:

Informix Dynamic Server 2000 Version X.XX.UCX -- On-Line -- Up 00:00:55 -- 18432

Kbytes

Userthreads
address flags sessid user tty wait tout locks nreads nwrites
a30c018 ---P--D 1 root - 0 0 0 27 37510
a30c608 ---P--F 0 root - 0 0 0 0 1132
....................
....................
....................
ovlock ovuserthread ovbuff usercpu syscpu numckpts flushes
0 0 0 17.64 1.99 2 5

bufwaits lokwaits lockreqs deadlks dltouts ckpwaits compress seqscans

6 0 33350 0 0 1 925 529

ixda-RA idx-RA da-RA RA-pgsused lchwaits

4 0 47 51 0

9. Enter:
eject cdrom

Installing the Avaya CMS Supplemental Services software

To install the Supplemental Services software:
1. Verify that you are logged in as root at the console.
2. Record the Avaya CMS Supplemental Services version number printed on the CD-ROM
disk, AVAYA CMS Supplemental Services for CMS R14.
3. You will need this number during the procedure.

Version number

4. Load the AVAYA CMS Supplemental Services for CMS R14 CD-ROM into the CD-ROM
drive.
5. Re-initialize the IDS software by entering:
. /opt/informix/bin/setenv

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6. Check the IDS software by entering:

onstat
The system displays an On-Line message and several sets of data.

Informix Dynamic Server 2000 Version X.XX.UCX -- On-Line -- Up

00:00:55 -- 18432 Kbytes

7. Enter:
/usr/sbin/pkgadd -d /cdrom/cdrom0 LUim
The system loads the Installation Manager, Explorer and Memory tools software. The
system displays the following message when the installation is complete:

Installation of <LUim> was successful.

8. Enter:
/opt/LUim/bin/install 2>&1|tee -a /opt/LUim.log
The system displays the following message:

Using </opt/SUNWexplo> as the package base directory.

..............
..............
..............
Do you want to install these conflicting files [y,n,?,q]

9. Enter: y

Using </opt/SUNWexplo> as the package base directory.

..............
..............
..............
Do you want to continue with the installation of <SUNWexplo> [y,
n]

10. Enter: y
The system displays the following message:

Installing Sun(TM) Explorer Data Collector as <SUNWexplo>

.............
.............
.............
Installation of <CTEact> was successful.

====== Installation Completed === current date and time

11. Perform one of the following actions:

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Installing Avaya CMS and supporting software

● If the system does not display a license agreement for the SUNWexplo package, or if
the system displays a message "CTEact already installed", go to Step 12.
● If the system does display a series of questions about the SUNWexplo package,
perform the following procedure:
a. Accept the default answers when provided.
b. Complete as much information as possible, but prompts can be left blank if
information is not available.
The following example shows what your SUNWexplo package information might
look like:

Company name: Avaya_Inc/Avaya_CMS

Contract ID:

System serial number:

Contact name: Avaya CMS Tier 3 Maintenance

Contact email address: [email protected]
Phone number: 800-242-2121, x15235
Address (line 1): 8744 Lucent Blvd
Address (line 2):
City: Highlands Ranch
State: CO
Zip: 80129
Country: United States
Country Code: US

Geography: AMERICAS
Post output to: https://supportfiles.sun.com/curl
Mail output to: [email protected]
Mail output from: [email protected]
Mail on data load:

Note:
Note: The system will display a warning message for any default values that were left
blank, for example, the serial # and contract ID. Ignore these warning messages.
c. Continue with Step 12.
12. Enter:
/opt/cc/install/ahl.cssr14XX.X/bin/setup
where XX.X is the Avaya CMS Supplemental Services version number you recorded
earlier in Step 2 of Installing the Avaya CMS Supplemental Services software on page 60.
The system displays the following message:

No previous version is in place.

enable crontab entry...
set up output log configuration...
AHL setup completed successfully.

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 Installing the Avaya CMS packages

13. Enter:
/opt/cc/install/aot.cssr14XX.X/bin/setup
where XX.X is the Avaya CMS Supplemental Services version number you recorded
earlier in Step 2 of Installing the Avaya CMS Supplemental Services software on page 60.
The system displays the following message:

No previous version is in place.

copy previous log files...
no log files exist for tag "LAN_Admin_Log"
linking new version...
registering server with Orbix daemon
.............
.............
.............
[786: New Connection (cms3,IT_daemon,*,root,pid=645,optimised) ]

AOM setup completed successfully.

14. Enter:
eject cdrom

Installing the Avaya CMS packages

This section contains procedures for the installation and configuration of the Avaya CMS
software.
This section includes the following topics:
● Prerequisites on page 63
● Installing the Avaya CMS software on page 64
● Configuring Avaya CMS authorizations on page 65
● Installing the Avaya CMS patches on page 71

Prerequisites
Before you install any of the Avaya CMS packages, perform the following tasks:
● Verify that you are logged in as root at the console.
● Obtain the CD-ROM, Avaya Call Management System Release 14.
● Obtain the current CMSSVC password.

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Installing Avaya CMS and supporting software

! Important:
Important: The CMSSVC login is used only by Avaya services personnel. Do not give out the
CMSSVC password.

Installing the Avaya CMS software

To install the Avaya CMS software:
1. Load the CD-ROM, Avaya Call Management System Release 14 into the CD-ROM drive.
2. Enter:
cd /
3. Add the Avaya CMS package by entering:
/usr/sbin/pkgadd -d /cdrom/cdrom0 cms

! Important:
Important: During the installation, the system might display conflicting file messages. Enter y
to install any conflicting files.
The system begins the installation and then displays the following message:

Assigning a new password for cms

New password:

4. Enter the password for the Avaya CMS login.

The system displays the following message:

Re-enter new password:

5. Re-enter the password for the Avaya CMS login.

The system displays the following message:

passwd (SYSTEM): passwd successfully changed for cms

Creating cmssvc user id

6 blocks
Assigning a new password for cmssvc
New password:

6. Enter the password for the CMSSVC login.

The system displays the following message:

Re-enter new password:

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 Installing the Avaya CMS packages

7. Re-enter the password for CMSSVC.

The system begins to install the Avaya CMS software.
8. Press the Enter key to continue the display.
Note:
Note: It might be necessary to enter y several times to install any conflicting files.
The system finishes installing the Avaya CMS software, and displays the following
message:

If CMS was installed by choosing cms from the pkgadd menu, type q and press
return to exit.

If cms was installed using pkgadd -d /cdrom/cdrom0 cms, press return.

Installation of <cms> was successful.

9. Press Enter.
10. Perform one of the following tasks:
● If the system prompts you to reboot the system, perform the following steps:
a. Enter:
/usr/sbin/shutdown -y -i6 -g0
The system reboots.
b. Log in as root.
● If the system does not prompt you to reboot the system, go to the next procedure.
Note:
Note: If you have problems installing the Avaya CMS software, see Avaya CMS
installation fails on page 255.

Configuring Avaya CMS authorizations

This section describes how TSC personnel set authorizations for Avaya CMS features that are
purchased by the customer. Authorizations apply to all ACDs that are administered. You can
use the auth_set option in the Avaya Call Management System Services Menu to:
● Set the purchased version of Avaya CMS
● Authorize packages and features
● Change the number of agents, ACDs, or Supervisor logins
To set authorizations for Avaya CMS features:
1. TSC personnel should verify that the on-site technicians have completed the following
tasks:

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Installing Avaya CMS and supporting software

● Connected the console to the Avaya CMS system

● Connected the Avaya CMS system to the TSC’s Remote Maintenance Center (remote
console)
● Connected the link between the Avaya CMS system and the switch
Note:
Note: If the hardware link or the Automatic Call Distribution (ACD) feature and Avaya
CMS is not properly administered, the Avaya CMS software cannot communicate
with the switch. For switch administration procedures, see Avaya Call
Management System Switch Connections, Administration, and Troubleshooting.
2. Enter:
cmssvc
The system displays a warning that IDS is off. The system then displays the Avaya Call
Management System Services Menu.

Select a command from the list below.

1) auth_display Display feature authorizations
2) auth_set Authorize capabilities/capacities
3) run_ids Turn Informix Database on or off
4) run_cms Turn CMS on or off
5) disk_space Format/Assign disk space to Database Server
6) setup Set up the initial configuration
7) swinfo Display switch information
8) swsetup Change switch information
9) patch_inst Install a single CMS patch from CD
10) patch_rmv Backout an installed CMS patch
11) load_all Install all CMS patches found on CD
12) back_all Backout all installed CMS patches from machine
Enter choice (1-12) or q to quit:

3. Enter the number associated with the auth_set option.

The system displays the following message:

Password:

4. Enter the appropriate password.

! Important:
Important: The auth_set password is available only to authorized Avaya personnel.
Note:
Note: Some of the following questions may not be displayed if the authorization cannot
be changed at this time.
The system displays the following message:

Is this an upgrade? (y/n):

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 Installing the Avaya CMS packages

Note:
Note: This question occurs the first time you run auth_set on the system.
5. Perform one of the following actions:
● If this is not an upgrade,
a. Enter: n
The system displays the following message:

Purchased version is R14. Is this correct? (y/n):

b. Enter: y
● If this is an upgrade, enter: y
The system displays the following message:

Authorize installation of disk mirroring package? (y/n):(default: n)

6. Perform one of the following actions:

! WARNING:
WARNING: Mirroring should only be authorized if it will be configured as a mirrored system
immediately after the system is set up. If the system operates as a non-mirrored
system with mirroring authorized, the database will need to be rebuilt when the
system is mirrored.
● If the customer purchased the disk mirroring package, enter: y
● If the customer did not purchase the disk mirroring package, enter: n
The system displays the following message:

Authorize installation of forecasting package? (y/n):(default: n)

7. Perform one of the following actions:

● If the customer purchased the forecasting package, enter: y
● If the customer did not purchase the forecasting package, enter: n
The system displays the following message:

Authorize installation of vectoring package? (y/n):(default: n)

8. Perform one of the following actions:

● If the customer purchased the vectoring package, enter: y

Software Installation, Maintenance, and Troubleshooting Guide February 2007 67

Installing Avaya CMS and supporting software

● If the customer did not purchase the vectoring package, enter: n

The system displays the following message:

Authorize use of graphics feature? (y/n): (default: n)

9. Perform one of the following actions:

● If the customer purchased the graphics feature, enter: y
● If the customer did not purchase the graphics feature, enter: n
The system displays the following message:

Authorize use of external call history feature? (y/n): (default: n)

10. Perform one of the following actions:

● If the customer purchased the external call history feature, enter: y
● If the customer did not purchase the external call history feature, enter: n
The program responds (if the vectoring package is authorized):

Authorize use of expert agent selection feature? (y/n): (default: n)

11. Perform one of the following actions:

● If the customer purchased the expert agent selection feature, enter: y
● If the customer did not purchase the expert agent selection feature, enter: n
The system displays the following message:

Authorize use of external application feature? (y/n):(default: n)

12. Perform one of the following actions:

● If the customer purchased the external application feature, enter: y
● If the customer did not purchase the external application feature, enter: n
The system displays the following message:

Authorize use of global dictionary/ACD groups feature? (y/n):

(default: n)

13. Perform one of the following actions:

● If the customer purchased the global dictionary/ACD groups feature, enter: y

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 Installing the Avaya CMS packages

● If the customer did not purchase the global dictionary/ACD groups feature, enter: n
The system displays the following message:

Enter the number of simultaneous Avaya CMS Supervisor logins the

customer has purchased (2-maximum): (default: 2)

14. Enter the number of simultaneous logins purchased by the customer.

The system displays the following message:

Has the customer purchased Avaya Report Designer? (y/n): (default:

n)

15. Enter: y
The system displays the following message:

Enter the maximum number of split/skill members that can be

administered (1-maximum):

For R14, “split or skill members” are defined as the number of CMS-measured agent-split
and agent-skill combinations that are logged in at the same time. Each split that an agent
logs into is an agent-split combination. Each skill that is assigned to an agent while the
agent is logged in is an agent-skill combination.
The minimum size configuration for Avaya CMS is 20. The maximum number of split skill
members across all ACDs is 100,000. Your platform configuration and switch interval could
change the number of split skill members you can have on your system.
You can limit the split or skill random access memory (RAM) allocation to the size that is
actually needed for the current configuration of agents and splits or skills. This is
accomplished by the total split/skill members summed over all splits/skills fields, which is
accessed through the setup option of the cmssvc command.
The recommended numbers for Expert Agent Selection (EAS) and non-EAS systems are
shown in the following table.

CMS agent Total Split/skill members provisioning

Right to Use logged-in
(RTU) agents Non-EAS EAS
across all (Maximum of 4 (Maximum of
ACDs splits per 100 skills per
agent) agent)

20 20 100 1200
100 100 400 6000
200 200 1000 12,000

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Installing Avaya CMS and supporting software

CMS agent Total Split/skill members provisioning

Right to Use logged-in
(RTU) agents Non-EAS EAS
across all (Maximum of 4 (Maximum of
ACDs splits per 100 skills per
agent) agent)

300 300 1200 18,000

400 400 1600 24,000
500 500 2000 30,000
600 600 2400 36,000
700 700 2800 42,000
800 800 3200 48,000
900 900 3600 54,000
1000 1000 4000 60,0001
1500 1500 6000 90,000
2000 2000 8000 100,0002
3000 3000 12,000 100,000
4000 4000 16,000 100,000
7000 7000 or 20,800 up to 100,000
greater 100,000
1. Going above 1000 logged-in agents in the single switch environment
requires that the average skills per agent be less than 100 since 100,000
skill pairs is the limit of the largest switch configuration (S8700 Media
Server).
2. The ACD switch maximum is 7000 loged in agents and 100,000 skill
pairs.

16. Enter the maximum possible number of split or skill members that the customer might use
based on the size of the switch agent purchased.
The system displays the following message:

Enter the maximum number of ACDs that can be installed (1-8):

(default: 1)

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 Installing the Avaya CMS packages

17. Enter the number of ACDs the customer purchased.

The system displays the following message:

Enter the number of authorized agents(Right To Use):

Note:
Note: RTU is the number of agents paid for on the CMS system. This number is on the
CMS order paperwork.
18. Enter the number of authorized agents.
The system displays the command prompt, and all authorizations have been set.
19. Verify that authorizations were set by entering:
tail /cms/install/logdir/admin.log
● The system displays the admin.log file. The admin.log file contains information related to
Avaya CMS administration procedures.

CMS Version XXXX.XX installation successful <date/time>

Authorization command started <date/time>
Capabilities/capacities authorized <date/time>

Note:
Note: You can also verify the authorizations by using the auth_display option of the
cmssvc command.

Installing the Avaya CMS patches

To install Avaya CMS patches:

! Important:
Important: The features must be authorized on your system before patches can be installed.
To have authorizations installed, call the Avaya helpline. We recommend that you
always install all available patches. For more information about patch
requirements, see Avaya CMS patch requirements on page 179.
If you believe that you should not be installing a particular patch, call the National
Customer Care Center at 1-800-242-2121, or consult with your product distributor
or representative, before you decide not to install it.
1. Verify that the CD-ROM, Avaya Call Management System Release 14 is in the CD-ROM
drive.
2. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.

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Installing Avaya CMS and supporting software

3. Choose one of the following actions:

● To load all of the patches, enter the number associated with the load_all option.
● To load one patch at a time, enter the number associated with the patch_inst
option.
The system checks for patches on the CD-ROM.
- If no patches are found on the CD-ROM the system displays the following message:

No CMS patches found on the CD.

Please check the CD and try again.

- If patches are available for installation, the system responds:

The following patches are available for installation:

.........
.........
.........
Are you sure you want to install all these patches? (y|n)

4. Choose one of the following actions:

● If no patches are found on the CD-ROM continue with Step 5.
● If patches are found on the CD-ROM, enter y to install all of the patches, or enter the
patch number if you are installing only one patch.
The system installs the patch or patches. As it does so, it displays messages similar to
the following for each patch that is installed:

@(#) installpatch 1.0 96/04/01

cmspx-s
Generating list of files to be patched...
Creating patch archive area...
Saving a copy of existing files to be patched...
xxxx blocks
File compression used
Installing patch packages...

Doing pkgadd of cmspx-s package:

Installation of <cmspx-s> was successful.

Patch packages installed:

cmspx-s

Patch installation completed.

5. Enter:
eject cdrom

72 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Configuring the IDS dbspaces

Configuring the IDS dbspaces

The Avaya CMS Disk_Space Manager tool is used to automatically configure IDS. The tool will
set up the Informix partitions and configure a mirrored system.
To configure the IDS dbspaces:
1. Verify that Informix IDS has been installed and initialized.
2. Verify that Avaya CMS has been installed.
3. Verify that you are logged into the system as root.
4. Set the Informix environment by entering:
. /opt/informix/bin/setenv
5. Create the metadbs for soft partitions by entering:
/olds/olds -soft_part_mdbs
6. Enter:
cmssvc
The system displays a warning that IDS is off. The system then displays the Avaya Call
Management System Services Menu.

! Important:
Important: The CMSSVC login is used only by services. Do not give out the CMSSVC
password.
7. Enter the number associated with the run_ids option.
The system displays the following message:

Select one of the following

1) Turn on IDS
2) Turn off IDS

Enter choice (1-2):

8. Enter the number associated with the Turn on IDS option.

The system displays the following message:

IDS is down.
Please wait for initialization

. . . . .

***** IDS is now up *****

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Installing Avaya CMS and supporting software

9. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
10. Enter the number associated with the disk_space option.
The system displays the following message if this is the first time the disk_space option
is selected:

Initializing the boot disk (this may take several minutes!) ...

Disk_space_manager options 5) are:

1) Add New Disks

2) Initiate Mirroring
3) Sync Primary and Mirror

Enter choice (1-3) or q to quit:

Note:
Note: The system will not display the mirroring options if disk mirroring has not been
authorized.
11. Enter the number associated with the Add New Disks option.
If the system has more than one disk, it displays a list of disks or displays a list of disk pairs
if the system is mirrored.

The choices for primary disks are:

............
............
............
Enter choice (X-X) or q to quit:

Note:
Note: The system may display different menu options for mirrored systems.
12. Add the disk. Repeat Steps 9 through 11 for every hard drive installed on the system.
When all disks have been added, the system displays the following message:

disk_space command completed.

Note:
Note: If IDS fails to turn on after the configuration of the IDS dbspaces, the system
displays the following message:

oninit: Fatal error in shared memory initialization

Contact the National Customer Care Center (1-800-242-2121), or consult with

your product distributor or representative.

74 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Installing the Open Database Connectivity server software

Installing the Open Database Connectivity server software

Open Database Connectivity (ODBC) is an optional Avaya Call Management System (CMS)
feature. It allows you to access data in the Avaya CMS database for use in other software
applications such as spreadsheet programs. With ODBC, you can access the Avaya CMS data
directly from your application without needing to understand database connectivity or format.
ODBC allows access to data at multiple sites for reports. The following procedures allow you to
install or upgrade your ODBC software. For more information about the ODBC client software,
see Avaya Call Management System Open Database Connectivity.
This section includes the following topics:
● Prerequisites on page 75
● Installing ODBC version 5.2 on page 75

Prerequisites
Before you install the ODBC software, perform the following tasks:
● Verify that all the preceding factory software installation requirements have been
completed
● Obtain the CD-ROM, Avaya CMS OPENLINK ODBC Driver
● Verify that you are logged in as root at the console

Installing ODBC version 5.2

To install ODBC version 5.2:
1. Load the CD-ROM, Avaya CMS OPENLINK ODBC Driver into the CD-ROM drive.
2. Choose one of the following procedures:
● If this is not an upgrade of the ODBC software, go to Step 3.
● If this is an upgrade of the ODBC software, perform the following procedure:
a. Shut down the request broker by entering:
/cms/dc/odbc/odbc_init -r 0
b. Remove the old /openlink directory by entering:
rm -fr /usr/openlink

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Installing Avaya CMS and supporting software

3. Enter:
mkdir /usr/openlink
The system creates the OpenLink directory.
4. Enter:
cd /usr/openlink
5. Verify that you are in /usr/openlink by entering:
pwd
6. Copy the server components from the CD-ROM by entering:
cp /cdrom/cdrom0/server/cmsr14/* /usr/openlink
7. Install the server components on the system by entering:
./install.sh
The system displays a message similar to the following:

Extracting (srami9zz.taz) ...

.........
.........
.........
Enter the port number the the broker will listen on for
client connections [Enter=Default] :

Note:
Note: On some systems, the following message may be displayed:

Saving existing CMS odbc settings

8. Accept the default setting by pressing Enter.

The system displays the following message:

Welcome to the OpenLink Admin Assistant Setup.

This program will install the HTTP based OpenLink Admin Assistant,
thereby enabling remote configuration for all OpenLink Server
Components (Rule Book,
Service and Database Agents) from any Web Browser.

TCP/IP Port to use? [ENTER=8000] :

9. Accept the default setting by pressing Enter.

The system displays the following message:

Log File? [ENTER=www_sv.log]

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 Installing the Open Database Connectivity server software

10. Accept the default setting by pressing Enter.

The system displays the following message:

Log all requests (y/n)? [ENTER=n]

11. Accept the default setting by pressing Enter.

The system displays the following message:

Administrator account? [ENTER=admin]

12. Accept the default setting by pressing Enter.

The system displays the following message:

Administrator's password? [ENTER=admin]

13. Accept the default setting by pressing Enter.

The system displays the following message:

The OpenLink Admin Assistant is now ready for use.

..........
..........
..........
End of installation.

14. Enter:
cd /usr/openlink/bin
15. Enter:
./oplrqb -v
The system displays licensing information.
16. Choose one of the following commands to configure and initiate the ODBC software:
● If this is a new install, enter:
/cms/dc/odbc/odbc_init
The system displays the following message:

ODBC driver initialization complete

● If this is an upgrade or reinstallation, enter:

/cms/dc/odbc/odbc_init -r 1
The system displays the following message:

oplrqb has been activated

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Installing Avaya CMS and supporting software

17. Verify that the ODBC Request Broker is active on the server by entering:
ps -ef | grep oplrqb
The system displays a message similar to the following:

root 3446 3443 0 09:57:28 ? 0:03 /usr/openlink/bin/oplrqb -f

+configfile /cms/dc/odbc/cmsrqb5.2_init +loglevel 5

! Important:
Important: At this point, the software is registered, installed, and running. If you do not see
an oplrqb process running in /usr/openlink/bin after completing Step 17, repeat
the installation as if it were an upgrade.
18. Enter:
eject cdrom
For more information about the ODBC feature, see Avaya CMS Open Database
Connectivity.

78 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Setting up Avaya CMS data storage parameters

Setting up Avaya CMS data storage parameters

This section describes how TSC personnel modify specific data storage parameters on the
Avaya CMS system. These storage parameters affect the operation of the Avaya CMS
software.

! Important:
Important: Throughout the setup, you are prompted to enter values that are specific to the
system being installed. These values differ between switch releases. For each
question, an appropriate range of values is displayed. These values represent the
limits of each range.
To modify Avaya CMS data storage parameters:
1. Change to the Avaya CMS installation directory by entering:
cd /cms/install/cms_install
2. Enter:
vi storage.def
Note:
Note: The storage.def file contains the data storage parameters. The Avaya CMS
system is installed with a set of standard default values. If you delete or damage
the storage.def file, you can find a copy of this file (storage.skl) in the same
directory.
The default storage parameters are listed in the Default Avaya CMS data storage
parameters table on page 79 in the order in which they appear in the storage.def file.

Default Avaya CMS data storage parameters table

Parameter Default

# Intrahour interval (15, 30, 60 minutes): 30

# Week start day (Sunday, Monday, Sunday
Tuesday, Wednesday, Thursday, Friday,
Saturday):
# Week end day (Sunday, Monday, Tuesday, Saturday
Wednesday, Thursday, Friday, Saturday):
# Daily start time (regular time): 12:00 AM
# Daily stop time (data will be collected for 11:59 PM
seconds of last minute):
# Number of agent login/logout records 10000
(0-999999):

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Installing Avaya CMS and supporting software

Default Avaya CMS data storage parameters table

Parameter Default

# Number of agent trace records: 10000

# Number of call records (0-5000 internal or 0
0-99999 external):
# Number of exceptions records (1-2000): 250
# Days of intrahour for splits (1-62): 31
# Days of daily splits (1-1825): 387
# Weeks of weekly splits (1-520): 53
# Months of monthly splits (1-120): 13
# Days of intrahour for agents (1-62): 31
# Days of daily agents (1-1825): 387
# Weeks of weekly agents (1-520): 53
# Months of monthly agents (1-120): 13
# Days of intrahour for trunk groups (1-62): 31
# Days of daily trunk groups (1-1825): 387
# Weeks of weekly trunk groups (1-520): 53
# Months of monthly trunk groups (1-120): 13
# Days of intrahour for trunks (1-62): 31
# Days of daily trunks (1-1825): 387
# Weeks of weekly trunks (1-520): 53
# Months of monthly trunks (1-120): 13
# Days of intrahour for call work codes 0
(1-62):
# Days of daily call work codes (1-1825): 0
# Weeks of weekly call work codes (1-520): 0
# Months of monthly call work codes (1-120): 0
# Days of intrahour for vectors (1-62): 31
# Days of daily vectors (1-1825): 387
# Weeks of weekly vectors (1-520): 53

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 Setting up LAN connections

Default Avaya CMS data storage parameters table

Parameter Default

# Months of monthly vectors (1-120): 13

# Days of intrahour for VDNs (1-62): 31
# Days of daily VDNs (1-1825): 387
# Weeks of weekly VDNs (1-520): 53
# Months of monthly VDNs (1-120): 13

3. Review the default data storage values for each authorized ACD. The default values are
found on the line immediately below each storage parameter.
4. Enter the values determined by the account executive, system consultant, and design
center. These values are based on the customer configuration.
5. Press Esc. Then enter:
:wq!
The system saves and closes the file.
Note:
Note: After the Avaya CMS software is running, the system administrator can change
the data storage parameters using the Data Storage Allocation window
and the Storage Intervals window. Both windows are accessed from the
CMS System Setup menu.
For more information about changing Avaya CMS data storage parameters, see Avaya
Call Management System Release 14 Administration.

Setting up LAN connections

This section describes how to set up a network connection to a LAN-enabled switch and other
Avaya CMS system peripherals. For more information about LAN switch configurations, see
Avaya Call Management System Switch Connections, Administration, and Troubleshooting.
This section includes the following topics:
● Prerequisites on page 82
● Editing the /etc/hosts file on page 82
● Setting up a second network interface on page 83
● Editing the /etc/defaultrouter file on page 85

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Installing Avaya CMS and supporting software

Prerequisites
Before you begin setting up the network for LAN connections, perform the following tasks:
● Verify that you are logged in as root.
● Verify that the Avaya CMS software is turned off and the IDS software is on.
● Verify that all file systems are mounted.
● Verify that Release 8 or later Avaya switches are installed.

Editing the /etc/hosts file

To edit the /etc/hosts file:
1. Enter:
vi /etc/hosts

! Important:
Important: The items in this file must be separated by tabs, not spaces, and any comments
must begin with a #. The entry for localhost must remain on line four and the
entry for loghost must remain on line five.
The loghost line should contain the Avaya CMS system:
- IP address
- Host name
- Hostname.fully qualified domain name
- loghost
The fully qualified domain name is either the customer domain name or the default
entry tempdomain.net
Example:

#
# Internet host table
#
127.0.0.1 localhost
192.168.2.1 cms cms.tempdomain.net loghost

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 Setting up LAN connections

2. Add a new line to this file for each ethernet card that is installed in this computer using
TCP/IP. You must enter the IP address and the host name.
This example shows the recommended default IP addressing scheme for a closed
network.

#
# Internet host table
#
127.0.0.1 localhost
192.168.2.1 cms cms.tempdomain.net loghost
216.25.242.138 cms_1 #2nd network card on seperate subnet
192.168.2.2 switch
192.168.2.103 router

Note:
Note: Only the primary network card needs the fully qualified domain name.
3. Press Esc. Then enter:
:wq!
The system saves and closes the file.

Setting up a second network interface

If the Avaya CMS system has two network interfaces, you must set up the second network
interface. The primary network interface was set up during the Solaris installation.
To set up a second network interface:
1. Enter:
vi /etc/hosts
2. Add a new line in the /etc/hosts file for each ACD that will connect to this computer using
TCP/IP. You must enter the IP address and the host name.

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Installing Avaya CMS and supporting software

3. If the system is a Sun Fire, add a line for the Remote System Control (RSC) card. You
must enter the IP address and the device name. The device name for the RSC card is the
Avaya CMS system hostname with “-rsc” as a suffix.
The following example shows the recommended default IP addressing scheme for a
second network interface. The host name for the second network interface is the Avaya
CMS system hostname with “_1” as a suffix.

#
# Internet host table
#
127.0.0.1 localhost
192.168.2.1 cms cms.tempdomain.net loghost
192.168.2.2 switch1
192.168.2.6 switch2
192.168.2.108 cms-rsc
192.168.2.3 cms_1 #2nd network card
192.168.2.101 cmsterm1
192.168.2.102 cmsterm2
192.168.2.103 router

4. Press Esc. Then enter:

:wq!
The system saves and closes the file.
5. If you are not sure what the second network interface type is, enter the following
command:
/usr/platform/‘uname -m‘/sbin/prtdiag |egrep “SUNW” |more
The system displays a message that is similar to the following example:

0 pci 33 0 SUNW,hme-pci108e,1001 (network) SUNW,cheerio

0 pci 33 4 SUNW,isptwo-pci1077,1020 (scsi) QLGC,ISP1040B
0 pci 33 12 network-pci108e,1101.1 (network) SUNW,pci-eri
0 pci 33 19 SUNW,m64B (display) ATY,RageXL

Note:
Note: Depending on the system type, the fourth or fifth column will display the network
card slot number. The system may not display the primary network interface if the
interface is integrated.

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 Setting up LAN connections

6. Create a new host name file for the second network interface by entering:
vi /etc/hostname.network_interfaceX
where network_interface is the type of network interface, and
where X is the instance of the network interface.
Example:
On a Sun Blade 150 with a SunSwift card, enter:
vi /etc/hostname.hme0
7. Add a line to this new file with the host name you added to the /etc/hosts file.
Example:

cms_1

8. Press Esc. Then enter:

:wq!
The system saves and closes the file.

Editing the /etc/defaultrouter file

If the connection between the Avaya CMS system and the switch is going through a customer’s
network, you will have to set up a default network router.
To edit the /etc/defaultrouter file:
1. Enter:
vi /etc/defaultrouter
The system creates a default router file.
2. Add a line to this new file with the IP address for the default system router on the
customer’s network. This address must be obtained from the customer.
Example:

192.168.2.254 router

3. Press Esc. Then enter:

:wq!
The system saves and closes the file.
4. Add the router information to the /etc/hosts file. See Editing the /etc/hosts file on page 82.

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Installing Avaya CMS and supporting software

Configuring the Avaya CMS software

The Avaya CMS software provides monitoring and recording of ACD calls and agents handling
these calls, and the use of Vector Directory Numbers (VDNs) for these calls to measure call
center performance.
This section includes the following topics:
● Prerequisites on page 86
● About the configuration methods on page 86
● Configuring Avaya CMS interactively on page 86
● Configuring Avaya CMS using a flat file on page 94

Prerequisites
Before you configure the Avaya CMS software, perform the following tasks:
● Verify that you are logged in as root.
● Verify that if TCP/IP is being used to connect to an ACD, the switch/LAN setup is done.
● Verify that all file systems are mounted.

About the configuration methods

You can choose either one of two ways to configure the Avaya CMS software:
● If you use the interactive option, the program automatically prompts you for the necessary
information to configure the Avaya CMS software. For more information, see Configuring
Avaya CMS interactively on page 86.
● If you use the flat file option, you edit a UNIX system flat file that contains the necessary
information to set up the Avaya CMS software. When you execute the install program, the
program runs in the background and uses the flat file data to configure Avaya CMS. For
more information, see Configuring Avaya CMS using a flat file on page 94.

Configuring Avaya CMS interactively

To configure Avaya CMS interactively:
1. If you are not sure of the device path for the tape drive:
a. Insert a tape into the tape drive.

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 Configuring the Avaya CMS software

b. In another xterm window, enter the following commands:

mt -f /dev/rmt/1c status
mt -f /dev/rmt/0c status
The system will display a message similar to the following for the device that has the tape
inserted:

HP DDS-4 DAT (Sun) tape drive:

sense key(0x0)= No Additional Sense residual= 0 retries= 0
file no= 0 block no= 0

2. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
3. Enter the number associated with the setup option.
The system displays options for the set up type.
4. Select the option for the terminal.
The system displays the following message:

Select the language for this server:

All languages are ISO Latin except Japanese. Selection of the

server language assumes that existing customer data is compatible.
(Upgrade from any ISO Latin language to any ISO Latin language or
from Japanese to Japanese is supported).

1) English
2) Dutch
3) French
4) German
5) Italian
6) Portuguese
7) Spanish
8) Japanese
Enter choice (1-8): (default: 1)

Note:
Note: When the cmssvc setup command is running, no other cmsadm or cmssvc
commands are allowed. Any attempt to run other cmsadm or cmssvc commands
will be rejected, and the system will display the error message “Please try
later, setup is active”.

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Installing Avaya CMS and supporting software

Note:
Note: If system setup has already been done, the program responds:

Warning!!! Setup has already been performed.

Running this command will remove all CMS data in the database.
Do you wish to proceed and re-configure CMS? (y/n): (default: n)

If the warning message is displayed, perform one of the following actions:

- Enter n to exit the setup.
- Enter y to continue with the setup.
5. Enter the number for the language to be used on this system.
The system initializes the customer Avaya CMS data. This can take up to 30 minutes.
When finished, the system displays the following message:

## Initializing Customer CMS data . . .

.........................
Customer CMS data successfully initialized.
Creating database tables
.......
Enter a name for this UNIX system (up to 256 characters):
(default: cms3)

6. Enter the host name of the computer.

This name was assigned during the factory installation procedures and is used by the TSC
to maintain and identify this specific system.
The system displays a list of tape devices.
The following table lists the models of tape drives that are supported.

Tape drive Tape cartridge CMS computers

DAT 72 DDS compliant 170 meter Sun Netra 210

36/72-GB DAT cartridge Sun Blade 150
4 mm
Sun Fire V880 or V890
DDS-4 DDS compliant 150 meter Sun Blade 150
20/40-GB DAT cartridge Sun Fire V880
4 mm

7. Enter the number to specify the type of tape cartridge you are using as the backup device.
The system displays the following message:

Enter the default backup device path:(default: /dev/rmt/0c)

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8. Enter the default backup device path.

The system displays the following message:

Enter number of ACDs being administered (1-8):

9. Enter the number of ACDs to be administered. This number may be less than the number
of ACDs authorized.
The system displays the following message:

Information for ACD 1

Enter switch name (up to 20 characters):

10. Enter the name for the switch that is associated with ACD 1.
The system displays a list of switch models.
11. Enter the number that represents the switch model that is associated with the ACD.
Use the following table to determine the correct switch model. See Avaya Call
Management System Switch Connections, Administration, and Troubleshooting for
additional information.

Switch model table

If the switch release is: Then enter this switch

model choice:

Release 9 Definity-R9/R10
Release 10
Release 1 MultiVantage R1
Release 2 Communication Mgr 2
Release 3 Communication Mgr 3.0
Release 3.1 Communication Mgr 3.1
Release 4 Communication Mgr 4

If the switch supports vectoring and vectoring is authorized, the following message
appears; otherwise, go to Step 14.

Is Vectoring enabled on the switch? (y/n):

12. Perform one of the following actions:

● If vectoring is enabled on this switch, enter: y

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Installing Avaya CMS and supporting software

● If vectoring is not enabled on this switch, enter: n

The following message appears if vectoring is enabled, the switch supports EAS, and EAS
is authorized. If the message does not appear, go to Step 14.

Is Expert Agent Selection enabled on the switch? (y/n):

13. Perform one of the following actions:

● If EAS is enabled on this switch, enter: y
● If EAS is not enabled on this switch, enter: n
The system displays the following message:

Does the Central Office have disconnect supervision? (y/n):

(default: y)

14. Perform one of the following actions:

● If the Central Office has disconnect supervision, enter: y
● If the Central Office does not have disconnect supervision, enter: n
The system displays the following message:

If the Central Office has disconnect supervision, enter 0. Otherwise,

ACD calls shorter than the Phantom Abandon Call Timer
value will be counted as abandoned.
Enter the Phantom Abandon Call Timer value in seconds (0-10):

15. Enter the Phantom Abandon Call Timer value.

The system displays the following message:

Enter the local port assigned to switch. (1-64):

Note:
Note: The standard Avaya CMS provisioning procedure is to set the local and remote
port assignments equal to the switch processor channel assignment. For
example, for switch processor channel 2, the remote and local port assignments
would both be set to a value of 2.
16. Enter the local port or channel number on the switch.
The system displays the following message:

Enter the remote port assigned to switch (1-64):

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17. Enter the remote port or channel number on the switch.

You must now select how the Avaya CMS platform transports messages to the switch.
The system displays the following message:

Select the transport to the switch

1) TCP/IP
Enter choice (1-1):

18. Select TCP/IP.

The system displays the following message:

Enter switch host name or IP Address:

19. Enter the host name or IP address of the switch that is connected to this ACD.
Note:
Note: If you enter a host name that has not been added to the computer’s /etc/hosts
file, the system displays the following message:

Switch_name has not been administered in a DNS or

/etc/hosts file. The DNS or /etc/hosts file must be
corrected or the link to the switch will not work.

See Editing the /etc/hosts file on page 82 for more information about setting up the
hosts file.
The system displays the following message:

Enter switch TCP port number (minimum-maximum):(default: 5001)

20. Press Enter to use the default TCP port number.

Note:
Note: This number must match the port number administered on the switch.
The system displays the following message:

Number of splits/skills (0-Maximum):

21. Enter the number of splits/skills in this ACD.

The system displays the following message:

Total split/skill members, summed over all splits/skills

(0-Maximum):(default 500)

22. Enter the maximum number of split/skill members that will be logged into this ACD
simultaneously, considering shift overlap.

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● For non-EAS, sum all agent-split combinations, counting each split an agent will log
into (maximum is 4) as a split member.
● For EAS, sum all agent-skill combinations that will be logged in at the same time.
Count the maximum number of skills the supervisors expect to assign to each agent
(maximum is 20) during a shift.
If it is not possible to sum the number of splits/skills for each agent, you can determine the
capacity that is needed by multiplying the total number of agents by the average number of
splits/skills per agent.
The system displays the following message:

Number of shifts (1-4):(default 1)

23. Enter the number of shifts.

The system displays the following message:

Enter the start time for shift 1 (hh:mmXM):(default 8:00 AM)

24. Enter the start time for shift 1.

Example:
08:00AM
The system displays the following message:

Enter the stop time for shift 1 (hh:mmXM) : (default 5:00 PM)

25. Enter the stop time for shift 1.

Example:
05:00PM
The system displays the following message:

Number of agents logged into all splits/skills during

shift 1 (0-maximum):(default 500)

26. Enter the number of agents logged in during the shift.

Note:
Note: Repeat Steps 24 through 26 for the number of shifts entered in Step 23.
When all shifts have been set up, the system displays the following message:

Number of trunk groups (0-maximum):(default 500)

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27. Enter the number of trunk groups that are associated with this ACD.
The system displays the following message:

Number of trunks (0-maximum):(default 1000)

28. Enter the number of trunks associated with this ACD.

The system displays the following message:

Number of unmeasured facilities (0-maximum):(default)

29. Enter the number of unmeasured trunk facilities that are associated with this ACD.
Note:
Note: The recommended assignment per ACD for unmeasured facilities is 50% of the
measured trunks.
If the switch supports call work codes, the system displays the following message:

Number of call work codes (minumum-maximum):(default 1000)

30. Enter the number of call work codes.

If vectoring is enabled on the switch, that is if a y was entered in Step 12, the system
displays the following message:

Enter number of vectors (0-maximum):(default 500)

31. Enter the number of vectors.

The system displays the following message:

Enter number of VDNs (0-maximum):(default 4000)

32. Enter the number of VDNs.

The program repeats Steps 10 through 31 for each ACD that you entered in Step 9.
After you define the last ACD, the system displays the following message:

Updating database.

Creating database tables

.......

Computing space requirements and file system space

availability.

Setup completed successfully.

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Note:
Note: If the setup determines that you do not have enough file space, the system
displays the following warning message:

Failed to find sufficient file space for CMS data.

WARNING: You do not currently have sufficient file space for your
existing CMS data. At this point you should turn on CMS, go to the
“Data Storage Allocation” screen, and verify/modify the
administration, or go to the “Free Allocation” screen and verify/
modify your existing free space.

Setup completed with warnings.

33. To verify that the installation completed successfully, enter:

tail /cms/install/logdir/admin.log
All failure messages are logged in this file. The Avaya CMS software is successfully set up
when the system displays a message similar to the following:

Setup completed successfully <data/time>

You may edit this file and add comments about the packages that were installed or
authorized.
34. Perform one of the following actions:
● If you need to install additional CMS-related feature packages such as Forecasting or
External Call History, go to Installing feature packages on page 101.
● If you are not installing any other feature packages, perform the following procedure:
a. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
b. Enter the number associated with the run_cms option.
c. Enter the number associated with the Turn on CMS option.

Configuring Avaya CMS using a flat file

To configure Avaya CMS using a flat file, you must edit a copy of the cms.inst.skl file and start
the install program.

! Important:
Important: This procedure is not necessary if you already performed the Avaya CMS
configuration interactively.

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This section includes the following topics:

● Creating the flat file on page 95
● Example flat file on page 95
● Using the flat file on page 98

Creating the flat file

To configure Avaya CMS with a flat file:
1. Change to the Avaya CMS installation directory by entering:
cd /cms/install/cms_install
2. Make a copy of the Avaya CMS installation file by entering:
cp cms.inst.skl cms.install
3. Change permissions on the copied Avaya CMS installation file by entering:
chmod 644 cms.install
4. Edit the copied Avaya CMS installation file by entering:
vi cms.install
The file contains a series of questions and value ranges for the ACD configuration.
Note:
Note: When selecting a switch model in the file, refer to the Switch model table on
page 89.
5. Enter the appropriate values for your configuration. The entries must be added on the
blank lines after each question. For more information, see Example flat file on page 95.

! CAUTION:
CAUTION: Use the computer’s host name for the UNIX system name. The computer’s host
name was assigned during the factory installation.
6. Press Esc. Then enter:
:wq!
The system saves and closes the file.

Example flat file

The following section shows an example flat file. Example values are in bold.
# Enter a name for this UNIX system (up to 256 characters):
CMS
# Select the type of backup device you are using
# 1) 40.0+ Gbyte 4mm or 8mm tape
# 2) 14.0 Gbyte 8mm tape

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# 3) SCSI 4-8 SLR cartridge tape - 4GB tape (8GB compressed)

# Enter choice (1-3):
1
# Default backup device paths based on device type:
# Device Default backup path
# 40.0+ Gbyte 4mm or 8mm tape /dev/rmt/0c
# 14.0 Gbyte 8mm tape /dev/rmt/0c
# SCSI 4-8 SLR cartridge tape - 4GB tape (8GB compressed) /dev/rmt/0c
# Enter the default backup device path:
/dev/rmt/0c
# Enter number of ACDs being administered (1-8):
8
# The following information is required per ACD:
# Information for ACD 1:
# Enter switch name (up to 20 characters):
CMSswitch
# Select the model of switch for this ACD
# 1) Definity-R9/R10
# 2) MultiVantage R1
# 3) Communication Mgr 2
# 4) Communication Mgr 3.0
# 5) Communication Mgr 3.1
# 6) Communication Mgr 4

# Enter choice (1-6):

2
# Is Vectoring enabled on the switch? (y/n):
y
# Is Expert Agent Selection enabled on the switch? (y/n):
y
# Does the Central Office have disconnect supervision? (y/n):
y
# If the Central Office has disconnect supervision, enter 0. Otherwise,
# ACD calls shorter than the Phantom Abandon Call Timer
# value will be counted as abandoned.
# Enter the Phantom Abandon Call Timer value in seconds (0-10):
0
# Enter the local port assigned to switch (1-64):
1
# Enter the remote port assigned to switch (1-64):
1
# TCP/IP available on DEFINITY R9/R10 and later switches.
# Select the transport to the switch
# 1) TCP/IP
# Enter choice (1-1):
1
# Skip the next two questions if you did not enter choice TCP/IP.
# These are used for TCP/IP connections only.
# If a host name is entered, the host name must be administered in a DNS or
# /etc/hosts file or the link to the switch will not work.
# Enter switch host name or IP Address:
123.4.56.789
# Enter switch TCP port number (5001-5999):
5002
# Maximum number of splits/skills based on switch type:

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# Release(s) Value
# Definity-R9/R10/MultiVantage R1 999
# Communication Mgr 2/Communication Mgr 3.0 2000
# Communication Mgr 3.1/Communication Mgr 4 2000
# Number of splits/skills (0-Maximum):
100
# Maximum number of split/skill members based on switch type:
# Release(s) Value
# Definity-R9/R10 10000
# MultiVantage R1/Communication Mgr 2/Communication Mgr 3.0 60000
# Communication Mgr 3.1 60000
# Communication Mgr 4 100000
# Total split/skill members, summed over all splits/skills (0-Maximum):
700
# Number of shifts (1-4):
1
# Enter the start time for shift 1 (hh:mmXM):
7:59am
# Enter the stop time for shift 1 (hh:mmXM):
7:58am
# Number of agents logged into all splits/skills during shift 1 (1-Maximum):
700

# Maximum number of trunk groups based on switch type:

# Release(s) Value
# Definity-R9/R10 666
# MultiVantage R1/Communication Mgr 2/Communication Mgr 3.0 2000
# Communication Mgr 3.1/Communication Mgr 4 2000
# Number of trunk groups (0-Maximum):
100
# Maximum number of trunks based on switch type:
# Release(s) Value
# Definity-R9/R10 4000
# MultiVantage R1/Communication Mgr 2/Communication Mgr 3.0 8000
# Communication Mgr 3.1 8000
# Communication Mgr 4 12000
# Number of trunks (0-Maximum):
2000
# Maximum number of unmeasured trunks:
# Release(s) Value
# Definity-R9/R10 2000
# MultiVantage R1/Communication Mgr 2/Communication Mgr 3.0 4000
# Communication Mgr 3.1 4000
# Communication Mgr 4 6000
# Number of trunks (0-Maximum):
2000

# Number of unmeasured facilities (0 to (Maximum trunks - Number of trunks)):

0
# Minimum number of call work codes based on switch type:
# Release(s) Value
# Definity-R9/R10/MultiVantage R1/Communication Mgr 2 1
# Communication Mgr 3.0/Communication Mgr 3.1 1
# Communication Mgr 4 1

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# Maximum number of call work codes based on switch type:

# Release(s) Value
# Definity-R9/R10/MultiVantage R1/Communication Mgr 2 1999
# Communication Mgr 3.0/Communication Mgr 3.1 1999
# Communication Mgr 4 1999
# Number of call work codes (Minimum-Maximum):
10
# Maximum number of vectors based on switch type:
# Release(s) Value
# Definity-R9/R10/MultiVantage R1/Communication Mgr 2 999
# Communication Mgr 3.0/Communication Mgr 3.1/Communication Mgr 4 2000
# Communication Mgr 4 2000
# Enter number of vectors (0-Maximum):
25
# Maximum number of VDNs based on switch type:
# Release(s) Value
# Definity-R9/R10/MultiVantage R1/Communication Mgr 2 20000
# Communication Mgr 3.0/Communication Mgr 3.1/Communication Mgr 4 20000
# Communication Mgr 3.0/Communication Mgr 3.1/Communication Mgr 4 20000
# Enter number of VDNs (0-Maximum):
50
# Information for ACD 2:........

Note:
Note: The file repeats the preceding statements for ACDs 2 through 8. Enter data for
only the required number of ACDs.

Using the flat file

To use the flat file to configure Avaya CMS:
1. Enter cd / to change to the root directory.
2. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
3. Enter the number associated with the setup option.
If setup has been done previously, the system displays the following message:

Warning!!! Setup has already been performed.

Running this command will remove all CMS data in the database.
Do you wish to proceed and re-configure CMS? (y/n): (default: n)

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4. Enter: y
The system displays the following message:

Select the language for this server:

All languages are ISO Latin except Japanese. Selection of the

server language assumes that existing customer data is compatible.
(Upgrade from any ISO Latin language to any ISO Latin language or
from Japanese to Japanese is supported).

1) English
2) Dutch
3) French
4) German
5) Italian
6) Portuguese
7) Spanish
8) Japanese
Enter choice (1-8): (default: 1)

5. Enter the number associated with the language that is used on the system.
The system displays the following message:

The input will be read from

1) the terminal
2) a flat file
Enter choice (1-2):

6. Enter the number associated with the flat file option.

The system displays the following message:

*** The rest of this command is running in the background ***

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7. Verify that the installation completed successfully by entering:

tail -f /cms/install/logdir/admin.log
The -f option in the tail command updates the console as messages are written to
the admin.log file. All failure messages are logged in this file. The Avaya CMS software
is successfully set up when you see a message similar to the following:

File systems/space available:

/cms 12994480

File systems/current blocks free:

/cms 12994480
/cms: VDN,TKGRP,VECTOR,TRUNK,AGENT_LOG_REC,
AGENT_TRACE_REC,SPLIT,AGENT,EXCEPTIONS_REC,WORKCODE, CALL_REC,
Number of calls to fill_fs():12
Setup completed successfully <data/time>

You can edit this file and add comments about the packages that were installed or
authorized.
8. Press Delete to exit the tail -f command.
9. Choose one of the following:
● If you need to install additional CMS-related feature packages (Forecasting or External
Call History), go to Installing feature packages on page 101.
● If you are not installing any other feature packages, do the following to turn on the
Avaya CMS software:
a. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
b. Enter the number associated with the run_cms option.
c. Enter the number associated with the Turn on CMS option.

! Important:
Important: If no additional configuration of the Avaya CMS software is needed, see Setting
the Informix configuration parameters for Avaya CMS on page 120.

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Installing feature packages

Customers can install Avaya CMS feature packages if the packages have been authorized
during Avaya CMS setup. You can contact the National Customer Care Center
(1-800-242-2121), or consult with your product distributor or representative to additional feature
packages, see Configuring Avaya CMS authorizations on page 65 for additional information.
This section includes the following topics:
● Prerequisites on page 101
● Installing the Forecasting package on page 101
● Installing the External Call History package on page 103

Prerequisites
Before you begin the installation procedures, perform the following tasks:
● Verify that you are logged in as root.
● Verify that all file systems are mounted.

Installing the Forecasting package

To install the Forecasting package:
1. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
2. Enter the number associated with the auth_display option.
The system lists the current authorizations.
3. Verify that the system is authorized to install the Forecasting package.
Note:
Note: If Forecasting is not authorized but should be, see Configuring Avaya CMS
authorizations on page 65.
4. Enter:
cmsadm
The system displays the Avaya Call Management System Administration
Menu.

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Note:
Note: Different options may be displayed in the Avaya Call Management System
Administration Menu depending on the current version of Avaya CMS on
your system.
5. Enter the number associated with the pkg_install option.
The system displays the following message:

The CMS Features that can be installed are

1) forecasting
2) external call history
Enter choice (1-2) or q to quit:

Note:
Note: The pkg_install option menu displays only those feature packages that are
authorized but not yet installed. The Forecasting package does not require the
Avaya CMS software to be off during the installation. If Forecasting is added at a
later date, the Avaya CMS software can be left on.
6. Enter the number that corresponds to the forecasting package.
The system displays the following message:

Installation was successful

At this point you should go to the “Free Space Allocation Screen”

and verify that you have enough space for Forecasting on each ACD.
If there is not enough space allocated, then modify your existing
free space.

If the installation fails, the system displays the following message:

Forecasting package installation failed.

7. If you are not installing any other feature packages, do the following to turn on the Avaya
CMS software:
a. Enter: cmssvc
The system displays the Avaya Call Management System Services Menu.
b. Enter the number associated with the run_cms option.
c. Enter the number associated with the Turn on CMS option.
8. Go to the Free Space Allocation window that is located in the Avaya CMS System
Setup subsystem, verify that there is enough space for Forecasting on each ACD, and
make any necessary modifications.
For more information about Free Space Allocation, see Avaya Call Management System
Release 14 Administration.

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9. Verify that the installation completed successfully by entering:

tail /cms/install/logdir/admin.log
If the Forecasting package was successfully installed, the system displays the following
message:

.
.
Forecasting package installed (date/time)

You can edit this file in order to add comments about the packages that were installed or
authorized.

Installing the External Call History package

To install the External Call History (ECHI) package:

! Important:
Important: Once the External Call History package is installed, you can no longer access any
call record data directly from the Avaya CMS software. For more information, see
Avaya Call Management System External Call History Interface.
1. Verify that:
● A separate computer is available for the storage and reporting of call records.
● The storage computer and the Avaya CMS system are administered in UNIX-to-UNIX
copy (UUCP). If the storage machine is not running the UNIX operating system, then
the storage machine must use a DOS version of UUCP.
● The Avaya CMS software is off and the IDS software is on.
2. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
3. Enter the number associated with the auth_display option.
The system displays the current authorizations. Different authorizations may be displayed
depending on the version of Avaya CMS on your system.
4. Verify that the system is authorized for the ECHI package. If ECHI is not authorized but
should be, see Configuring Avaya CMS authorizations on page 65.
5. Enter:
cmsadm
The system displays the Avaya Call Management System Administration Menu.

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Installing Avaya CMS and supporting software

6. Enter the number associated with the pkg_install option.

The system displays the following message:

The CMS Features that can be installed are

1) forecasting
2) external call history
Enter choice (1-2) or q to quit:

Note:
Note: The system displays only feature packages that are authorized but not yet
installed.
7. Enter the number that corresponds to the ECHI package (in this example, 2).
The system displays the following message:

Enter name of computer to which to send call records

(up to 256 characters)

8. Enter the name of the computer where call records will be collected.
The system displays the following message:

Enter full path of the program to transmit the external call

history files: (default: /cms/dc/chr/uucp_copy)

9. Press Enter.
The system displays the following message:

Enter full path of the program to check the external call history
file transmission: (default: /cms/dc/chr/uucp_check)

10. Press Enter.

The system displays the following message:

Enter password for nuucp login on computer (up to 8 characters)

11. Enter the password for nuucp on the receiving computer that was administered in uucp.
The system displays the following message:

Enter CMS port for connection to computer (s_pdevxxx):

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12. Enter the Avaya CMS port that is administered for the Call History Reporting machine.
The system displays the following message:

Select a speed for this connection

1) 19200
2) 38400
Enter choice (1-2):

13. Enter the speed that the connection between the Avaya CMS system and the call history
reporting system.
The system displays the following message:

Number of call segments to buffer for ACD xxxxx (0-99999):

14. Enter the number of call records to be held in the buffer if the Call History machine cannot
accept the data. Repeat this step for each administered ACD.
Note:
Note: This step reserves disk space; therefore, sufficient disk space must be available.
The system displays the following message:

Use the extended ECH record format (y/n):(default: n)

15. Select whether ECHI will use the extended ECH record format.
The system displays the following message:

Start ECH in the on or off state: (default off)

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Installing Avaya CMS and supporting software

16. Select whether ECHI will start in the on or off state (default is off). If the receiving system
has not yet been set up, the recommended state is off. ECHI can be turned on at a later
date with the run_pkg option in the Avaya Call Management System
Administration Menu.
The system displays the following message:

Computing space requirements and file system space availability.

External Call History package installed.

If the setup determines that you do not have enough file space, you will get the following
warning message:

Failed to find sufficient file space for CMS data.

WARNING: You do not currently have sufficient file space for your
existing CMS data. At this point you should turn on CMS, go to the
“Data Storage Allocation” screen, and verify/modify the
administration, or go to the “Free Allocation” screen and verify/
modify your existing free space.

External call history package installed with warnings.

17. Verify that the installation completed successfully by entering:

tail /cms/install/logdir/admin.log
If the ECHI package was installed successfully, the system displays the following
message:

External Call History package installed (date/time)

You may edit this file in order to add comments about the packages that were installed or
authorized.
18. If you are not installing any other feature packages, do the following to turn on the Avaya
CMS software:
a. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
b. Enter the number associated with the run_cms option.
c. Enter the number associated with the Turn on CMS option.
For more information about the ECHI feature, see Avaya Call Management System
External Call History Interface.

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 Installing the Avaya Visual Vectors Server software

Installing the Avaya Visual Vectors Server software

The Visual Vectors Server software is installed on the same server as the Avaya CMS software.
The Visual Vector Server software supports Visual Vectors client software installed on PC
workstations. Using the client software, administrators can change certain properties of call
center entities, as well as create and edit vectors, assign Vector Directory Numbers (VDNs) to
vectors, and set VDN Skill Preferences.
To install the Avaya Visual Vectors Server software:
1. Log into the system as root.
2. Load the CD-ROM, Avaya Visual Vectors Server into the CD-ROM drive.
3. Enter:
pkgadd -d /cdrom/cdrom0 LUfaas
If this is the first time that Visual Vectors has been installed, the system displays the
following message:

Processing package instance <LUfaas> from </cdrom/untitled>

Visual Vectors Server Software

(sparc) vvsXX.X
......
......
......
Do you want this directory created now [y,n,?,q]

4. Enter: y
The system displays the following message:

Using </cms/aas> as the package base directory.

## Processing package information.

## Processing system information.
## Verifying package dependencies.
## Verifying disk space requirements.
## Checking for conflicts with packages already installed.

The following files are already installed on the system and are
being used by another package:

* /cms/aas <attribute change only>

* - conflict with a file which does not belong to any package.

Do you want to install these conflicting files [y,n,?,q]

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Installing Avaya CMS and supporting software

5. Enter: y
The system displays the following message:

## Checking for setuid/setgid programs.

This package contains scripts which will be executed with

super-user permission during the process of installing this
package.

Do you want to continue with the installation of <LUfaas> [y,n,?]

Note:
Note: The system may display a message about creating the user ID aasadmin. If the
system displays this message, enter: y
6. Enter: y
The system displays the following message:

Installing Visual Vectors Server Software as <LUfaas>

## Installing part 1 of 1.
..........
..........
..........
Installation of <LUfaas> was successful.

7. Enter:
setupaas
The system displays the Avaya Visual Vectors System Services Menu.

Avaya Visual Vectors Server System Services Menu

Select a command from the list below.

1) init_vvs Setup the initial configuration

2) run_vvs Turn VVS on or off
3) auth_display Display simultaneous VVS logins
4) auth_set Change simultaneous VVS logins
5) backup Backup vector steps and layout files
6) restore Restore vector steps and layout files

Enter choice (1-6) or q to quit:

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8. Enter the number associated with the init_vvs option.

The system displays the following message:

This version of VVS functions only with CMS.

CMS name used : cms3

Maximum concurrent VVS logins[1-100](q to quit):

9. Enter the number of allowable concurrent logins. The maximum login number must not
exceed the number of licenses that were purchased.
10. Enter:
eject cdrom

Setting up a mirrored system

This section describes how to set up a mirrored system. Mirroring allows you to create two
complete sets of data on separate disk drives. This data redundancy greatly reduces the risk of
data loss in the event of a disk drive failure or a system crash. For additional information about
disk mirroring, see About mirrored systems on page 268.
This section includes the following topics:
● Prerequisites on page 109
● Required hardware on page 110
● Initiating mirroring on page 110

Prerequisites
Before you initiate mirroring, perform the following tasks:
● Verify that any additional hardware required for disk mirroring has been installed. See
Required hardware on page 110 for more information.
● Verify that the EEPROM settings are correct for a mirrored system. See Displaying and
setting the EEPROM parameters on page 37 for more information.
● Verify that the alternate boot device is set up. See Creating an alternate boot device on
page 38 for more information.

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Installing Avaya CMS and supporting software

Required hardware
An Avaya CMS system must have additional hardware installed in order to function as a
mirrored system:
● You must have twice the number of disk drives needed for an unmirrored system. Each
disk pair must be the same size. For example, the first pair of data disks could be 18 GB
and the second pair could be 36 GB.
● For a Sun Blade system, you must have a second internal EIDE hard drive and a
secondary HDD cable.
● Boot disks must be 18 GB minimum.

Initiating mirroring
To initiate mirroring:
1. Turn the Avaya CMS software off, and leave the IDS software on.
2. Perform the following steps for a Netra 210:
Note:
Note: Netra disks shipped from Sun Microsystems are not labeled. The disks must be
labeled before mirroring the system
a. Enter:
format
The system displays a list of disks.
b. Select 1 for the mirrored disk.
The system displays the format command menu.

Disk is not labeled. Label it now?

c. Enter: y
The system labels the disk and, then displays a command prompt.
d. Enter: q
3. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
4. Enter the number associated with the auth_display option.
The system displays the current authorizations.

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Note:
Note: Different authorizations may be displayed depending on the current version of
Avaya CMS on your system.
5. Verify that the system is authorized for disk mirroring. If disk mirroring is not authorized but
should be, see Configuring Avaya CMS authorizations on page 65.
6. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
7. Enter the number associated with the disk_space option.
The system displays the following message:

Initializing the boot disk (this may take several minutes!) ...

Disk_space_manager options are:

1) Add New Disks

2) Initiate Mirroring
3) Sync Primary and Mirror

Enter choice (1-3) or q to quit:

Note:
Note: The system will not display the mirroring options if disk mirroring has not been
authorized.
8. Enter the number associated with the Initiate Mirroring option.
The system initiates mirroring. The system then displays a prompt to reboot the system.

Mirroring has been started.

You MUST reboot the system for mirroring to take effect. Execute
'/usr/sbin/shutdown -i6 -y -g0'
to shut the system down
disk_space command completed Wed Apr 18 17:12:23 MDT 2001

9. Enter:
/usr/sbin/shutdown -i6 -y -g0
The system reboots and begins to resync the disks.

Proceeding to mirror the IDS dbspaces ...

Archive to tape device '/dev/null' is complete.

Program over.
Synchronizing disks in the background.

10. Log into the system as root.

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11. Set the Informix environment by entering:

. /opt/informix/bin/setenv
12. Enter the following command:
metastat |pg
The system displays the status of the Solaris Volume Manager metadevices.
13. Verify that the metadevices d1, d2, and d3 are synced and in an Okay state before
continuing with this procedure.
14. Enter:
onstat -d | egrep “MD|PD|R|X”
You may have to enter this command several times. When the system only displays the
command prompt as output, the mirroring and resync process is complete.

! CAUTION:
CAUTION: Do not reboot the system until the resync is complete. If you reboot the system
before the resync is complete you will have to wait for Solaris to finish resyncing
before resyncing Informix. The Solaris resync can take several hours to complete.
If the system displays any error messages, see Common error messages with mirrored
systems on page 285.
15. Turn the Avaya CMS software on.

Setting up the remote console

This section describes how to set up and redirect the remote console port using the Solaris
software package. The remote console allows the TSC or COE to dial in and perform
maintenance.
This section includes the following topics:
● The remote console access port on page 113
● Administering the remote console port on page 113
● Using the remote console port on page 114

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The remote console access port

The port that is used for remote console access differs, depending on the hardware platform:

Hardware platform Port A Port B

Sun Fire Remote Not used

console
Sun Blade Remote N/A
console1
Sun Netra Not used Remote
console
1. The Sun Blade platform hasonly one serial port.

Administering the remote console port

To administer the remote console port on the back of the Avaya CMS system:
1. Remove the current port administration by entering:
/cms/install/bin/abcadm -r ttyX
where X is a or b.
The system displays the following message:

ttyX is currently set to be incoming

Are you sure you want to change it? [y,n,?]

2. Enter: y
The system displays the following message:

ttyX administration removed

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3. Enter the following to administer the remote console port:

/cms/install/bin/abcadm -i -b 9600 ttyX
where X is a or b.
The system displays the following message:

ttyX set to incoming port 9600 baud

#

The remote console port has been administered.

Using the remote console port

To use the remote console port functions on an Avaya CMS system:
1. Dial in from the remote console to the remote console modem on the Avaya CMS system
and log in as root.
2. Remove the port monitor by entering:
/cms/install/bin/abcadm -r ttyX
where X is a or b.
The system displays the following message:

ttyX is currently set to be incoming

Are you sure you want to change it? [y,n,?]

3. Enter: y
The system displays the following message:

ttyX administration removed

4. Redirect the console to the remote console port by entering:

/cms/install/bin/abcadm -c -b 9600 ttyX
where X is a or b.
The system displays the following message:

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

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5. Enter: y
The system displays the following message at the remote console:

done
desktop auto-start disabled
Proceding to reboot.

The system will automatically reboot, and the remote console port will come up as the
console.
The following occurs:
● The system begins to shut down.
● Shut down, reset and reboot messages appear on the local console.
● When the system starts to come back up, the local console goes blank.
● The system boot diagnostics are displayed on the remote console.
● After the system reboots, a console login: prompt is displayed on the remote
console.
6. Log into the remote console as root.

! CAUTION:
CAUTION: You may lock yourself from using the console locally or remotely if you enter
Ctrl+D or exit from the remote console to exit the system without first
redirecting control back to the local console.
7. Redirect the console back to the local console by entering:
/cms/install/bin/abcadm -c local
The system displays the following message:

Console set to local

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

8. At the remote console, enter: y

The following occurs:
● The system begins to shut down.
● Shutdown, reset, and reboot messages appear on the remote console.
● When the system starts to come back up, the system boot diagnostics are displayed
on the local console.
● After the system reboots, the console login: prompt is displayed on the remote
console.

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Installing Avaya CMS and supporting software

● The login screen is displayed on the local console.

9. Log into the local console as root.
10. Log into the remote console as root.
Control of the console port is redirected from the remote console back to the local console.
If you experience problems with the remote console, see Diagnosing dial-In access
problems on page 242 for additional information.

Setting up the Alarm Origination Manager

Use this section to set up the Alarm Origination Manager (AOM) on the Avaya CMS system.
The AOM feature is available only for Avaya CMS systems in the US and Canada with a current
maintenance warranty agreement in effect.
This section includes the following topics:
● Prerequisites on page 116
● Setting up the AOM configuration files on page 116
● Creating an AOM test alarm on page 118

Prerequisites
Before you set up AOM, perform the following tasks:
● The Avaya CMS Supplemental Services packages must be installed and set up.
● A “Product ID” number must be obtained from the Avaya CMS database administration
group. (Avaya CMS technical support personnel must contact the database group at
800-248-1111, extension 07425 and provide them with the customer IL number.)

Setting up the AOM configuration files

To set up the AOM configuration files:
1. Use the appropriate password (available only to Avaya CMS technical support personnel)
to log in as root2 or cmssvc.
2. Enter:
pkginfo -x | grep LU
3. Verify that the following packages are installed:

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 Setting up the Alarm Origination Manager

● LUahl
● LUaot
● LUim
● LUorbutil
4. Enter:
pkginfo -x cms
The system displays the version of Avaya CMS that is installed.
5. Record the Avaya CMS version information. The version information is used in Step 9.
6. Identify the communications port used by the system modem by entering: tty
The system displays the communications port, either /dev/term/a or /dev/term/b.
7. Record the port information. The port information is used in Step 10.
8. Enter the following commands:
cd /opt/cc/aot/data/admin
vi prodSetup.cfg
The system displays the prodSetup.cfg file.
9. Edit the fields in the prodSetup.cfg file to be similar to the following example:

Product|NumberInstances|ServiceVehicle|Enabled|
TEST |1 |r1v0 |1 |
CMS |1 |rxxxxx.x |1 |

where rxxxxx.x is the Avaya CMS version number you recorded in Step 4.
10. Enter:
vi sysSetup.cfg
The fields contained in the sysSetup.cfg file are displayed.
Only three fields require revision:
● ProductID - this is the first field in the sysSetup.cfg file. It is a unique system
identifier obtained from the database administration group. See Prerequisites on
page 116.
● TelephoneNum - this is the fifth field in the sysSetup.cfg file. It is the telephone
number of the Initialization and Administration (INADS) alarm receiver: 800-535-3573.
The number must be preceded by the modem “dial tone” command and followed by all
digits required for an outgoing call. For example, if a “9” is required to gain outside
access, the entry in the TelephoneNum field would be:
ATDT918005353573

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Installing Avaya CMS and supporting software

● ModemPort - this is the eighth field in the sysSetup.cfg file. It is the modem port that
you identified in Step 6, expressed in numeric form (ttya = 1 and ttyb = 2).
11. Set the Test variable by entering:
export PRODUCT_TYPE=TEST
12. Stop and restart AOM by entering the following commands:
aom stop
aom start

Creating an AOM test alarm

To create a test alarm to verify that AOM is properly set up:
1. Log in as root2 or cmssvc
2. Enter:
cd /opt/cc/aot/bin
3. Enter the following commands:
. ./aom_env
env | grep AOM
If the environment is set correctly, the system displays the following line of output:
AOM_SH=/usr/bin/aom
4. Send the test alarm by entering:
./log_error -e 30001
5. Log off the system. Wait about 5 minutes to give the system time to send the alarm before
logging back in.
6. Enter:
cd /opt/cc/aot/data/log

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 Starting the Avaya Visual Vectors Server software

7. Enter:
cat alarm_log
When the test succeeds, The system displays a message at the end of the log file similar
to the following example:

07/04/00 14:17:30|30001|TEST|1|TEST_ALARM|MINOR|2|Call Attempt(1)|06/28/00

+73935305-5:
07/04/00 14:17:30|30001|TEST|1|TEST_ALARM|MINOR|2|Call Attempt(2)|06/28/00
+74149665-5:
07/04/00 14:17:30|30001|TEST|1|TEST_ALARM|MINOR|2|Positive Acknowledge|
07/04/00 14:17:30|

In addition, technical support personnel should find an open case for this test alarm in the
CMSALM folder in the MAESTRO case system.

Starting the Avaya Visual Vectors Server software

To start the Avaya Visual Vectors Server software:
1. Stop and restart AOM by entering the following commands:
aom stop
aom start
2. Enter:
setupaas
The system displays the Avaya Visual Vectors System Services Menu.

Avaya Visual Vectors Server System Services Menu

Select a command from the list below.

1) init_vvs Setup the initial configuration

2) run_vvs Turn VVS on or off
3) auth_display Display simultaneous VVS logins
4) auth_set Change simultaneous VVS logins
5) backup Backup vector steps and layout files
6) restore Restore vector steps and layout files

Enter choice (1-6) or q to quit:

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Installing Avaya CMS and supporting software

3. Enter the number associated with the run_vvs option.

The system displays the following message:

1) Turn VVS On
2) Turn VVS Off

Enter choice (1-2) or q to quit:

4. Enter the number associated with the Turn VVS On option.

Note:
Note: The first time you turn on Visual Vectors after a new installation, the software
could take up to 30 minutes to turn on. The actual length of time will depend on
the number of vectors administered on your ACDs.

Setting the Informix configuration parameters for Avaya

CMS
The IDS configuration parameters for Avaya CMS can be adjusted to optimize system
performance. Adjusting these parameters allows a system to fully use additional processors
and memory. It may be necessary to adjust these parameters in the future if additional memory
or CPUs are added to a system.
This section includes the following topics:
● Obtaining system information on page 120
● Setting the physical log configuration parameters on page 121
● Setting the system configuration parameters on page 122
● Setting the shared memory parameters on page 122
● Setting miscellaneous Informix parameters on page 123

Obtaining system information

To obtain system processor information:
1. Enter:
psrinfo
The system displays a line of text for every CPU on the system.
2. Record the quantity of CPUs for use later.

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 Setting the Informix configuration parameters for Avaya CMS

3. Go to Setting the physical log configuration parameters on page 121.

Setting the physical log configuration parameters

To set the physical log configuration parameters:
1. Turn off the Avaya CMS software and the IDS software.
2. Enter:
cd /opt/informix/etc
3. Enter:
vi onconfig.cms
The system displays the IDS configuration parameters for Avaya CMS.

#**************************************************************************
#
# INFORMIX SOFTWARE, INC.
#
# Title:onconfig.cms
# Description: Informix Dynamic Server Configuration Parameters for CMS
#
#**************************************************************************

# Root Dbspace Configuration

ROOTNAME rootdbs# Root dbspace name

ROOTPATH /dev/rdsk/c0t0d0s4 # Path for device containing root dbspace
ROOTOFFSET 0# Offset of root dbspace into device (Kbytes)
ROOTSIZE 190000# Size of root dbspace (Kbytes)
.....................
.....................
.....................
VPJAVAVM libjava.so
VPCLASSPATH

4. Scroll through the onconfig.cms file and locate the # Physical Log Configuration options.
5. Change the value of the PHYSFILE setting according to the Physical log configuration
settings table on page 121.

Physical log configuration settings table

Setting Value

PHYSFILE 65000

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Installing Avaya CMS and supporting software

Note:
Note: PHYSFILE may reset to the default system value after disk_space has been
run from the CMSSVC menu.
6. Go to Setting the system configuration parameters on page 122.

Setting the system configuration parameters

To set the system configuration parameters:
1. Scroll through the onconfig.cms file and locate the # System Configuration settings.
2. Change the value of NETTYPE according to the Informix NETTYPE settings table on
page 122.

Informix NETTYPE settings table

System type NETTYPE setting

System with 1 to 3 CPUs ipcshm,1,300,CPU

Sun Fire system ipcshm,2,900,CPU

3. Change the values of MULTIPROCESSOR, and NUMCPUVPS according to the Informix

processor settings table on page 122.

Informix processor settings table

Processor MULTIPROCESSOR NUMCPUVPS

Single processor system 0 1

Multi-processor system 1 Enter the number of CPUs
with less than four CPUs

4. Go to Setting the shared memory parameters on page 122.

Setting the shared memory parameters

To set the shared memory parameters:
1. Scroll through the onconfig.cms file and locate the # Shared Memory Parameters
settings.

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 Setting the Informix configuration parameters for Avaya CMS

2. Change the value of BUFFERS according to the Informix BUFFERS settings table on
page 123.

Informix BUFFERS settings table

Platform BUFFERS setting

Sun Blade or Sun Netra system 10000

Sun Fire system 20000

3. Change the value of CLEANERS according to the Informix CLEANERS settings table on
page 123.

Informix CLEANERS settings table

Platform CLEANERS setting

Sun Blade or Sun Netra system 8

Sun Fire system 16

4. Change the value of LRUS according to the Informix LRUS settings table on page 123.

Informix LRUS settings table

Platform LRUS setting

Sun Blade or Sun Netra system 8

Sun Fire system 16

5. Go to Setting miscellaneous Informix parameters on page 123.

Setting miscellaneous Informix parameters

To change the miscellaneous Informix parameters:
1. Scroll through the onconfig.cms file and locate the following settings:
● RESIDENT
● DS_TOTAL_MEMORY

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2. Change the value of the RESIDENT setting according to the RESIDENT settings table on
page 124.

RESIDENT settings table

Setting Value

RESIDENT 0

3. Change the value of the DS_TOTAL_MEMORY setting according to the

DS_TOTAL_MEMORY settings table on page 124.

DS_TOTAL_MEMORY settings table

Platform DS_TOTAL_MEMORY setting

Sun Fire system 200000

All other platforms 100000

4. Verify if the current CMS version is a 100 AUX reason codes load. For more information,
see Determining your Avaya CMS version on page 228. If the CMS load is for 100 AUX
reason codes, change the settings listed in the Informix 100 AUX reason code settings
table on page 124.

! Important:
Important: If the current CMS version is not a CMS 100 AUX reason codes load, do not
change the following settings.

Informix 100 AUX reason code settings table

Parameter name System type Setting

Sun Blade system ipcshm,1,300,CPU

NETTYPE
Sun Netra system ipcshm,1,300,CPU
Sun Fire system ipcshm,2,900,CPU
BUFFERS All systems 80000
LRU_MAX_DIRTY All systems 3
LRU_MIN_DIRTY All systems 1
SHMVIRTSIZE All systems 128000
LRUS All systems 32
CLEANERS All systems 16

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 Factory system backup

5. After all changes to the file have been made, press Esc and enter:
:wq!
6. Turn on the Avaya CMS software and the IDS software.
Note:
Note: If the Informix configuration parameters are ever modified after their initial
configuration, you will have to turn IDS off and then turn IDS on in order for the
new settings to take effect.

Factory system backup

The factory creates a CMSADM backup of the system. The file system backup saves all of the
file systems on the computer onto a tape. To perform a CMSADM backup, see The CMSADM
backup on page 167.

! CAUTION:
CAUTION: You must not use the original set of factory backup tapes or provisioning backup
tapes.This backup contains the default factory configuration. These tapes must
be saved and never reused in case the system needs to be reinstalled in the field.

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Turning the system over to the customer

This section describes how to test the Avaya Call Management System (CMS) software to
ensure that the application is working properly before the system is turned over to the customer.
Perform these procedures after:
● Completing the initial computer installation and Avaya CMS setup
● Completing an Avaya CMS software package upgrade
This section includes the following topics:
● Prerequisites on page 127
● Verifying the system date and time on page 128
● Forwarding Avaya CMS system warning messages on page 128
● Checking free space allocation on page 129
● Testing the remote access port on page 130
● Key position for Sun Fire or Netra systems on page 133
● Testing the ACD link on page 133
● Testing the alternate boot device on page 134
● Assigning customer passwords on page 135
● Setting up the RSC software on page 136
● Testing the Avaya CMS software on page 136
● Finalizing the on-site installation on page 139

Prerequisites
Before you begin the procedures described in Turning the system over to the customer, the
technicians must:
● Locate the two sets of backup tapes (the original set from the factory that were delivered
with the new system and the set created by provisioning during installation) and set these
tapes to write-protect mode
● Connect the Avaya CMS system to the switch
● Translate the switch with the Avaya CMS feature enabled
● Connect the switch to an active link

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Turning the system over to the customer

Verifying the system date and time

Verify that the Solaris operating system time and the current local time are the same.
Follow the procedures in Changing the system date and time on page 172. Then continue with
Checking free space allocation on page 129.

Forwarding Avaya CMS system warning messages

The CMS system can forward warning messages to specific customer e-mail addresses. If you
do not enable the CMS system to forward warning messages, the messages will remain in the
CMS system root e-mail account.
To forward CMS system warning messages:
1. Obtain the e-mail addresses of any customer CMS administrators who want to receive the
warning messages.
2. Enter:
cd /
3. Create the file for the e-mail addresses by entering:
vi /.forward
4. Enter an e-mail address on a single line in the file. You can enter more than one e-mail
address but each e-mail address must be on a single line as shown in the following
example:

[email protected]
[email protected]
[email protected]

5. Save and quit the file by pressing Esc and entering:

:wq!
6. Change the file permissions by entering the following command:
chmod 600 /.forward

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 Checking free space allocation

Checking free space allocation

To check free space allocation:
1. Go to the Free Space Allocation window that is located in the CMS System Setup
subsystem.
2. Verify that the amount of available space is positive for each ACD and make any
necessary adjustments.
For more information about free space allocation, see Avaya Call Management System
Release 14 Administration.
Example:
In the following Free Space Allocation window, acd8 has negative space available.

If the Total Free Space: field shows that there is not enough space available to make
the adjustment, you must modify data storage allocation.

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Turning the system over to the customer

Testing the remote access port

You must test the remote access port to verify that the TSC or COE can connect to the Avaya
CMS system. The remote access port allows the TSC or COE to perform remote maintenance.
The port that is used for remote console access differs depending on the hardware platform.
See the following table for more information.

Hardware platform Port A Port B

Sun Fire Remote Not used

console
Sun Blade Remote N/A
console1
Sun Netra Not used Remote
console
1. The Sun Blade platform has only one serial port.

This section includes the following topics:

● Redirecting the console to the remote console on page 130
● Redirecting the console back to the local console on page 132

Redirecting the console to the remote console

To redirect the console to the remote console:
1. Dial in from the remote console to the remote console modem and log in as root.
2. At the remote console, enter:
/cms/install/bin/abcadm -r ttyX
where X is a or b.
The system displays the following message:

ttyX is currently set to be incoming

Are you sure you want to change it? [y,n,?]

3. At the remote console, enter: y

The system displays the following message:

ttyX administration removed

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 Testing the remote access port

4. Check the speed of the modem by entering:

/cms/install/bin/abcadm -k
Note:
Note: All remote access ports have a default speed of 9600 bps.
5. Redirect the console to the remote console port by entering:
/cms/install/bin/abcadm -c -b 9600 ttyX
where X is a or b.
The system displays the following message:

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

6. At the remote console, enter: y

The system displays the following message at the remote console:

done
desktop auto-start disabled
Proceding to reboot.

The system automatically reboots, and the remote console port comes up as the console.
The following occurs:
● The system begins to shut down.
● Shut down, reset and reboot messages appear on the local console.
● When the system starts to come back up, the local console goes blank.
● The system boot diagnostics are displayed on the remote console.
● After the system reboots, a console login: prompt is displayed on the remote
console.
7. Log into the remote console as root.
The local console is blank.

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Turning the system over to the customer

! CAUTION:
CAUTION: You may lock yourself from using the console locally or remotely if you enter
Control+D or exit from the remote console to exit the system without first
redirecting control back to the local console.

Redirecting the console back to the local console

To redirect the console back to the local console:
1. Enter:
/cms/install/bin/abcadm -c local
The system displays the following message:

Console set to local

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

2. Enter: y
The following occurs:
● The system begins to shut down.
● Shutdown, reset, and reboot messages appear on the remote console.
● When the system starts to come back up, the system boot diagnostics are displayed
on the local console.
● After the system reboots, the console login: prompt is displayed on the remote
console.
● The login screen is displayed on the local console.
3. Log into the local console as root.
4. Log into the remote console as root.
Control of the console port is redirected from the remote console back to the local console.
If you have problems with the remote access port, see Diagnosing dial-In access
problems on page 242.

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 Key position for Sun Fire or Netra systems

Key position for Sun Fire or Netra systems

A Sun Fire or Netra system has a key switch which has several settings.
To correctly set the key switch:
1. Locate the key switch on the front panel of the system.
2. Insert the key.
3. Turn the key switch to the “Locked” position.

! Important:
Important: The locked position provides bootrom security. If it is necessary to install bootrom
patches, modify the EEPROMs, or administer the RSC card, the key switch may
be moved temporarily to the “On” position. After the installation process is
complete, the key switch should be moved back to the “Locked” position.

Testing the ACD link

After the Avaya CMS software has been installed or upgraded, the on-site technician must test
the link from the Avaya CMS system to the switch that is using the Automatic Call Distribution
(ACD) feature.
To test the ACD link:
1. Verify that:
● The Common Desktop Environment (CDE) is active
● Avaya CMS is on.
2. In one of the windows at a console, log into the system by using a CMS administrator’s
login ID (su - cms). Enter the correct password if prompted.
3. Enter:
cms

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Turning the system over to the customer

4. Enter the correct terminal type.

The CMS Main Menu is displayed.
The CMS Main Menu has indicators that show whether the link to the ACD is active. The
link indicator consists of the carets ( \/ and /\) at the right side of the banner line. There
should be one caret for each ACD, and all should be pointed up (^).
Example:
If you have four ACDs, the link indicator should look like this: ^^^^, which means that all
four ACDs are up and operating.
5. Select Maintenance from the CMS Main Menu.
The system displays the Maintenance Menu.
6. Select Connection Status from the Maintenance Menu.
The Connection Status window displays the following information:
● The name of the ACD
● Whether the application is in data transfer
● Whether the session is in data transfer
● Whether the connection is operational
● The date, time, and any errors
7. Press the Exit screen-labeled key (SLK) once.

Testing the alternate boot device

The alternate boot device on a mirrored system should be tested after system set up is
complete. This procedure is the recommended method for testing the alternate boot device.
To test the alternate boot device on a mirrored system:
1. From the ok prompt, enter:
boot bootdevice2
The system boots from the mirrored boot device.
2. At the console, log in as root.

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 Assigning customer passwords

3. Enter:
metadb -i
The system displays the status of the database replicas. The master replica tag is
associated with the mirror boot device.
Example:

flags first blk block count

a p luo 16 1034 /dev/dsk/c0t0d0s1
a p luo 1050 1034 /dev/dsk/c0t0d0s1
a p luo 2084 1034 /dev/dsk/c0t0d0s1
a m p luo 16 1034 /dev/dsk/c1t4d0s1
a p luo 1050 1034 /dev/dsk/c1t4d0s1
a p luo 2084 1034 /dev/dsk/c1t4d0s1
o - replica active prior to last mddb configuration change
u - replica is up to date
l - locator for this replica was read successfully
c - replica's location was in /etc/lvm/mddb.cf
p - replica's location was patched in kernel
m - replica is master, this is replica selected as input
W - replica has device write errors
a - replica is active, commits are occurring to this replica
M - replica had problem with master blocks
D - replica had problem with data blocks
F - replica had format problems
S - replica is too small to hold current data base
R - replica had device read errors

4. Verify that the system is not displaying any warning messages for the disk.
5. Reboot once again to return system control to the regular boot disk:
/usr/sbin/shutdown -y -g0 -i6
6. Log into the system as root.

Assigning customer passwords

This section describes how the customer assigns passwords to each of its logins on the Avaya
CMS system. The customer must assign passwords to each of the following logins:
● root
● cms
● Any other administration logins that have been added for the customer
To assign a password to a customer login:
1. Log in as root.

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Turning the system over to the customer

2. At the system prompt, have the customer enter:

passwd login
where login is root, cms, and so on.
The system displays the following message:

New password:

3. Have the customer enter the new password.

The system displays the following message:

Re-enter new password:

4. Have the customer enter the password again.

Note:
Note: The technician should not know these passwords.
5. Repeat this procedure for each customer login.

Setting up the RSC software

The RSC software works in conjunction with the RSC card to allow remote administration of a
Sun Fire system. For more information about the RSC card and software, see Sun Remote
System Control (RSC) User’s Guide.

Testing the Avaya CMS software

After the Avaya CMS software has been installed or upgraded, the on-site technician must test
the Avaya CMS software to verify its sanity.
To test the Avaya CMS software:
1. Verify that:
● The Common Desktop Environment (CDE) is active
● Avaya CMS is on.
2. Test the Real-Time Reports subsystem.

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 Testing the Avaya CMS software

a. Enter
CMS
The system displays the CMS Main Menu.
b. Select Reports.
c. Select Real-time.
d. Select Split/Skill.
e. Select Split Status or Skill Status.
f. Verify that the Split/Skill Status Report input window is displayed.
g. Enter a valid split number in the Split: or Skill: field.
h. Select the Run action list item, and run the report.
i. Verify that the Split or Skill Status Report window is displayed.
j. If the switch link is not operating, the report fields are blank and the status line reads
Switch link down.
k. Press the Commands SLK.
l. Select Print window to send the report to the printer.
m. Look at the message line near the bottom of the window, and verify that there is a
confirmation message about sending the report to the printer.
n. Verify that the report was printed by checking the printer for the report.
o. Return to the CMS Main Menu screen by pressing the Exit SLK twice.
3. Test the Historical Reports subsystem.
a. On the CMS Main Menu, select Reports.
b. Select Historical.
c. Select Split/Skill.
d. Select Status.
e. Verify that the Split/Skill Status Report Input window is displayed.
f. Enter a valid split number in the Split/Skill: field.
g. Enter -1 in the Date: field.
h. Select the Run action list item, and run the report.
i. Verify that the report window is displayed and that the information is displayed in the
appropriate fields.
Note:
Note: If no historical data exists, the fields in the report window are blank.
j. Return to the CMS Main Menu by pressing the Exit SLK twice.

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Turning the system over to the customer

4. Test the Dictionary subsystem by doing the following from the CMS Main Menu.
a. On the CMS Main Menu select Dictionary.
b. Select Login Identifications.
c. Enter an asterisk (*) in the Login ID: field.
d. Select the List all action list item. The system lists all the login IDs.
e. Verify that the logins are displayed.
Note:
Note: On a new system, the fields are blank.
f. Return to the CMS Main Menu by pressing the Exit SLK twice.
5. Test the Exceptions subsystem.
a. On the CMS Main Menu select Exceptions.
b. Select Real-time Exception Log.
c. Verify that the window is displayed.
Note:
Note: For a new installation, this window may be blank.
d. Return to the CMS Main Menu by pressing the Exit SLK once.
6. Test the Call Center Administration subsystem.
a. On the CMS Main Menu select Call Center Administration.
b. Select the Call Work Codes option.
c. Press Enter.
d. Select the List all action list item, and list all the call work codes currently defined.
e. Verify that the displayed information is correct.
Note:
Note: On a new system, the fields may be blank.
f. Return to the CMS Main Menu by pressing the Exit SLK twice.
7. Test the Custom Reports subsystem.
a. On the CMS Main Menu select Custom Reports.
b. Select Real-time. The system lists the names of the custom reports.
c. Verify that the names of existing custom reports are listed. If there are no reports, you
receive a message saying the submenu is empty.
d. Return to the CMS Main Menu by pressing the Exit SLK once.
8. Test the User Permissions subsystem.
a. On the CMS Main Menu select User Permissions.

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 Finalizing the on-site installation

b. Select User Data.

c. Verify that the User Data Input window is displayed.
d. Return to the CMS Main Menu by pressing the Exit SLK once.
9. Test the System Setup subsystem.
a. On the CMS Main Menu select System Setup.
b. Select CMS state.
c. Verify that CMS is operating in the Multi-user mode.
d. Return to the CMS Main Menu by pressing the Exit SLK once.
10. Test the Maintenance subsystem.
a. On the CMS Main Menu select Maintenance.
b. Select the Printer Administration option.
c. Enter a valid printer name in the CMS printer name: field.
d. Select the List all action list item. The system lists the printer parameters.
e. Verify that the printer has been administered correctly.
f. Return to the CMS Main Menu by pressing the Exit SLK twice.
11. If the Graphics feature package has been enabled, test the Graphics subsystem.
a. On the CMS Main Menu select Graphics.
b. Verify that a Real-time Graphics screen can be accessed.
c. Return to the CMS Main Menu by pressing the Exit SLK once.
d. At each CMS terminal, log in as cms and enter the correct terminal type to verify that
the terminals are working properly. To log off, select the Logout option from the CMS
Main Menu.
If any of the steps in this test fail, see Avaya CMS error logs on page 230, Common error
messages on page 283, or Recognizing new hardware devices on page 228. If you
encounter a problem that you cannot solve, escalate the problem through normal
procedures.

Finalizing the on-site installation

This section contains the final steps that the on-site technician must perform before turning the
system over to the customer.

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Turning the system over to the customer

Before turning the system over to the customer, perform the following steps:
1. Back up the system. Follow the procedures outlined in The CMSADM backup on
page 167.

! CAUTION:
CAUTION: Use a new set of backup tapes for this CMSADM file system backup. Do NOT
use the original set of factory backup tapes or provisioning backup tapes. Make
sure that the customer has enough tapes for the new backup.
2. Back up the customer’s historical data by doing a full maintenance backup. You can do
these backups within Avaya CMS using the Maintenance: Back Up Data window.
For more information about maintenance backups, see Avaya Call Management System
Release 14 Administration.
3. Give the customer all of the Avaya CMS documentation, the software CD-ROMs, and the
tape backups (including the original set from the factory, and the set created by
provisioning).
4. Have the customer record their logins and passwords. The technician should NOT know
these login passwords.
5. Give the passwords, backup tapes, and software to the customer’s CMS administrator.

! CAUTION:
CAUTION: For system security and recovery, the CMS administrator should store
passwords, Informix serial numbers, key license information, and the tape
backups in a secure location.

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Customer security recommendations

Avaya recommends that you perform the following procedures to make your Avaya CMS
system more secure. These security recommendations will not guarantee complete system
security, but they will make your Avaya CMS system less susceptible to unauthorized system
access. Contact the Avaya Communication Solutions and Integration (CSI) organization for
more information about specific security offers.
This section includes the following topics:
● Controlling who can connect to the CMS system on page 141
● Enabling password aging on page 142
● Altering the telnet and ftp network service banners on page 143
● Displaying a restricted warning for telnet users on page 143
● Providing physical security on page 144
● Reviewing log files on page 144
● Adding a firewall on page 145
● Transmitting passwords on page 145

Controlling who can connect to the CMS system

The CMS Security Script creates the files /etc/hosts.allow and /etc/hosts.deny. Use these
files to control which IP addresses are permitted to connect to the Avaya CMS system.
To use the /etc/hosts.allow and /etc/hosts.deny files:
1. Determine which IP addresses and subnets need to connect to the Avaya CMS system.

! Important:
Important: If you do not select the correct IP addresses and subnets, you could lock yourself
out of the Avaya CMS system.
For example, you might want to:
● Deny telnet access to IP addresses outside the company firewall
● Permit SSH connections from IP addresses outside the company firewall
● Only permit SSH connections.

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Customer security recommendations

Note:
Note: Avaya CMS Supervisor supports telnet and SSH connections.
2. Edit /etc/hosts.deny
3. Uncomment the line ALL : ALL
4. Edit /etc/hosts.allow
This file contains the following settings:
● %A in.telnetd : ALL
● sshd : ALL
● in.rshd : ALL
● in.rexecd : ALL
● rpc.rusersd : ALL
● in.rlogind : ALL
Note:
Note: Network services rsh, rexec, and rlogin are disabled on Avaya CMS systems.
The lines in this file do not affect a service if the daemon for that service is not
running.
5. Replace ALL with the IP addresses permitted to connect to the Avaya CMS system using
a particular service.
The following table contains some examples of security setting use:

Example setting Explanation of use

%A in.telnetd : 10.8.10.0/ This setting allows telnet connections

255.255.255.0 from all IP addresses from 10.8.10.1 to
10.8.10.255.
sshd : 10.0.0.0/255.0.0.0 This setting allows ssh connections
from all IP addresses from 10.0.0.1 to
10.255.255.255.
In.rshd : 10.8.31.100 10.8.31.55 This setting allows connections from IP
addresses 10.8.31.100 and 10.8.31.55.

Enabling password aging

Password aging forces users to change their passwords on a regular basis. To enable password
aging, go to Using passwd_age on page 155.

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 Altering the telnet and ftp network service banners

Altering the telnet and ftp network service banners

Altering the telnet and ftp network service banners hides operating system information from
individuals who want to take advantage of known operating system security holes.
To alter the telnet and ftp network service banners:
1. Create or edit the file /etc/default/telnetd
2. Add the line:
BANNER="CMS OS"

! Important:
Important: Add a blank line before and after the BANNER="CMS OS" line. If you do not, the
Avaya CMS system will not display the CMS OS message correctly.
When users either telnet or ftp to the CMS, the users will see a message similar to the
following example:

# telnet cms_box
Trying 135.9.135.159...
Connected to cms_box.
Escape character is '^]'.

CMS OS

3. Save the file.

4. Change the file permissions to 444.

Displaying a restricted warning for telnet users

Displaying a restricted warning for telnet users performs the following functions:
● Displays your corporate policy for illegal computer activity
● Scares off some individuals who might want to access a system illegally
● Allows you to prosecute an individual who has illegally accessed the system
To display a restricted warning for telnet users:
1. Create or edit the file /etc/issue

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Customer security recommendations

2. Add a message similar to the following:

WARNING: This system is restricted to Company Name authorized

users for business purposes. Unauthorized access is a violation of
the law. This system may be monitored for administrative and security
reasons. By proceeding, you consent to this monitoring.

When users connect to the Avaya CMS system using network services, the system
displays the warning message. A user would see the message if they telnet into the Avaya
CMS system.
3. Save the file.
4. Change the file permissions to 644.

Providing physical security

The Avaya CMS system should be installed in an area restricted to persons of trust. The
keyboard, console, CD-ROM, and tape drive are all sensitive devices and can be physically
compromised.
If the Avaya CMS system is a Sun Fire or Netra server, turn the key switch to the locked
position.
Store all backup tapes and all original Avaya CMS software in a secure location on site. Avaya
also recommends that a copy of the backup tapes be stored at an off site location so that
disaster recovery is possible.
The modem connected to the Avaya CMS system can provide secure remote access and also
allow Avaya CMS services personnel to perform remote support. Avaya CMS systems can be
ordered with an Access Security Gateway (ASG) to provide secure remote access.
Note:
Note: A lock and key modem will also provide secure remote access but it is no longer
available for purchase from Avaya.

Reviewing log files

Log files can be used to detect suspicious system activity. Review the following log files on a
routine basis:
● /var/adm/messages
This log contains system messages.

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 Adding a firewall

● /var/adm/sulog
This log contains su records.
● /var/cron/log
This log contains cron records.

Adding a firewall
Add a firewall on the edge of the network where the Avaya CMS system and Avaya CMS
Supervisor clients reside. Avaya recommends that both the Avaya CMS system and Avaya
CMS Supervisor clients remain behind a firewall to provide protection from the internet.
Firewalls are commonly used to prevent denial of service attacks on application servers similar
to the Avaya CMS system. Firewalls will also prevent snooping of sensitive data, and hijacked
sessions from appearing as an authenticated user.

Transmitting passwords
Do not use telnet or ftp to transmit passwords over the network in clear text. If you do so, the
password can be snooped in transit.

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Customer security recommendations

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Maintaining the Avaya CMS software

This section provides the procedures used to maintain the Avaya Call Management System
(CMS) software.
This section includes the following topics:
● Using the CMSADM menu on page 147
● Using the CMSSVC menu on page 157
● The Avaya CMS maintenance backup on page 167
● The CMSADM backup on page 167
● Checking the contents of the CMSADM backup tape on page 171
● Changing the system date and time on page 172
● Working with Solaris patches on page 174
● Working with Avaya CMS patches on page 179
● Adding and removing users from password aging on page 183
● Adding the Informix SQL package after IDS and ILS have been installed on page 186
● Enabling recovery with the alternate boot device on page 189
● Maintaining the chkDisks crontab on page 190
● Identifying a faulty disk on page 191
● Upgrading a non-mirrored system to a mirrored system on page 194

Using the CMSADM menu

This section describes how to use the options in the Avaya Call Management System
Administration Menu (CMSADM menu). The CMSADM menu is intended for use by the
CMS administrator.
This section includes the following topics:
● CMSADM menu functions on page 148
● Accessing the CMSADM menu on page 148
● Using acd_create on page 149
● Using acd_remove on page 151

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Maintaining the Avaya CMS software

● Using backup on page 152

● Using pkg_install on page 153
● Using pkg_remove on page 153
● Using run_pkg on page 154
● Using run_ids on page 154
● Using run_cms on page 154
● Using port_admin on page 155
● Using passwd_age on page 155

CMSADM menu functions

The following table shows the tasks that can be performed by the CMS administrator from the
CMSADM menu:

Function

Define a new Automatic Call Distribution (ACD) split

Remove an ACD
Back up the file systems to tape
Install or remove a feature package
Turn a feature package on or off
Turn the IDS software on or off
Turn the Avaya CMS software on or off
Administer modems, terminals, and printers
Turn password aging on or off

Accessing the CMSADM menu

To access the CMSADM menu:
1. Log in as root.

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 Using the CMSADM menu

2. Enter:
cmsadm
The system displays the CMSADM menu.

Select a command from the list below.

1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup Filesystem backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_ids Turn Informix Database on or off
8) run_cms Turn CMS on or off
9) port_admin Administer Modems, Terminals, and Printers
10)passwd_age Set password aging options
Enter choice (1-10) or q to quit:

Note:
Note: Different options may be displayed in the CMSADM Menu depending on the
current version of Avaya CMS on your system.

! Important:
Important: When the cmssvc setup command is running, any attempt to run other
cmsadm or cmssvc commands will be rejected, and the system will display the
error message “Please try later, setup is active”.

Using acd_create
Use the acd_create option to define a new ACD. The information you enter here for each
ACD is the same as the setup option of the CMSSVC menu.
Note:
Note: The ACD must be authorized, and therefore purchased, before it can be added to
the Avaya CMS system.
To define a new ACD:
1. Before you define a new ACD, you must turn off the Avaya CMS software:
a. Enter:
cmsadm
The system displays the CMSADM menu.
b. Enter 8 to select run_cms.
c. Enter 2 to turn off the Avaya CMS software but leave the IDS software on.

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Maintaining the Avaya CMS software

2. Enter:
cmsadm
The system displays the CMSADM menu.
3. Enter 1 to select acd_create.
The next-available ACD is selected for creation. (For example, if there are two ACDs
already active, ACD 3 is selected.)
4. At the prompts, enter the following information for the new ACD:
● Switch name
● Switch model (release)
● Is Vectoring enabled on the switch (if authorized)?
● Is Expert Agent Selection (EAS) enabled on the switch (if authorized)?
● Does the Central Office have disconnect supervision?
● Local port assigned to the switch
● Remote port assigned to the switch
● Transport method used to connect to the switch (TCP/IP)
● Enter the hostname or IP address and TCP port
● Number of splits/skills
● Total split/skill members, summed over all splits/skills
● Number of shifts
● Start and stop times of all shifts
● Number of agents logged into all splits/skills during all shifts
● Number of trunk groups
● Number of trunks
● Number of unmeasured (trunk) facilities
● Number of call work codes
● Number of vectors (if Vectoring is enabled on the switch)

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 Using the CMSADM menu

● Number of Vector Directory Numbers (VDNs), if Vectoring is enabled on the switch

After you have entered the required information, the program displays the following
message

Updating database.

Computing space requirements and file system space

availability.

ACD <name> (X) created successfully.

5. Turn the Avaya CMS software on:

a. Enter:
cmsadm
The system displays the CMSADM menu.
b. Enter 8 to select run_cms.
c. Enter 1 to turn on the Avaya CMS software.

Using acd_remove
Use the acd_remove option to remove an existing ACD.
Note:
Note: If you are removing the master ACD, you must first designate some other ACD as
the master.
To designate a different ACD as the master:
1. On the main CMS menu, select System Setup - CMS State.
2. Use the Tab key to move to the Master ACD field and enter a new name.
3. Press Enter to move to the action list and select Modify.
4. Return to the main menu and select Logout.
To remove an ACD:
1. Verify that data collection is off for all ACDs.
2. Turn off the Avaya CMS software:
a. Enter:
cmsadm
The system displays the CMSADM menu.
b. Enter 8 to select run_cms.

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Maintaining the Avaya CMS software

c. Enter 2 to turn off the Avaya CMS software but leave the IDS software on.
3. Enter:
cmsadm
The system displays the CMSADM menu.
4. Enter 2 to select acd_remove
5. Enter the number (1-8) that corresponds with the ACD that you want to remove.
The system displays the following message:

All administration and historical data for this ACD will be

DELETED.
Do you want to continue and delete all data for this ACD? (y/n):

6. Enter: y
The system displays the following message:

Removal of data for this ACD started in the background.

A completion message will be logged in /cms/install/logdir/
admin.log.

7. Since the ACD is removed in the background, you can turn the Avaya CMS software on
before the removal is complete. To turn the Avaya CMS software on, perform the following
procedure:
a. Enter:
cmsadm
The system displays the CMSADM menu.
b. Enter 8 to select run_cms.
c. Enter 1 to turn on the Avaya CMS software.

Using backup
Use the backup option to back up your file system. This option does not back up Avaya CMS
data.
Note:
Note: To back up Avaya CMS data, a full maintenance backup must be performed in
addition to the CMSADM backup.

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 Using the CMSADM menu

Using pkg_install
Use the pkg_install option to install a feature package.
To use the pkg_install option:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 4 to select pkg_install.
The system displays the following message:

The CMS Features that can be installed are

1) forecasting
2) external call history
Enter choice (1-2) or q to quit:

Note:
Note: The system displays only feature packages that are authorized and not yet
installed.
3. Enter the number associated with the feature package that you want to install.

Using pkg_remove
Use the pkg_remove option to remove a feature package. This procedure removes all files
and database items associated with the feature package.

! CAUTION:
CAUTION: Be careful when removing a package. All features and data that are associated
with that package will also be removed.
To remove a feature package:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 5 to select pkg_remove.
The system displays a list of Avaya CMS features that can be removed.
3. Enter the number associated with the feature package that you want to remove.
The system displays a message indicating the feature is removed.

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Maintaining the Avaya CMS software

Using run_pkg
Use the run_pkg option to turn a feature package on or off.
To use the run_pkg option:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 6 to select run_pkg.
The system displays a list of Avaya CMS features.
3. Enter the number associated with the feature package that you want to turn on or off.
The system displays a message telling you the status of the feature.

Using run_ids
Use the run_ids option to turn IDS on or off.
To use the run_ids option:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 7 to select run_ids.
3. Perform one of the following actions:
● To turn on IDS, enter: 1
● To turn off IDS, enter: 2

Using run_cms
Use the run_cms option to turn the Avaya CMS software on or off.
To use the run_cms option:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 8 to select run_cms.

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3. Perform one of the following actions:

● To turn the Avaya CMS software on, enter: 1
● To turn the Avaya CMS software off, but leave IDS running, enter: 2
● To turn both the Avaya CMS software and IDS software off, enter: 3

Using port_admin
Use the port_admin option to administer modems, terminals, and printers. This option
automatically configures external ports to accept specific types of peripheral equipment. The
port_admin option does not configure the built-in A and B serial ports.
To administer modems, terminals, or printers:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 9 to select port_admin.
For more information about the port_admin tool, see Avaya CMS Terminals, Printers,
and Modems.

Using passwd_age
Use the passwd_age option to turn password aging on or off. If password aging is on, users
will be prompted to enter a new password after a predetermined time interval has passed.
Password aging is off by default.

! CAUTION:
CAUTION: If you have any third party software or Communication Solutions and Integration
(CSI) offers, do not turn on password aging. Contact the National Customer Care
Center (1-800-242-2121) or consult with your product distributor or representative
to ensure that password aging will not disrupt any additional applications.
The passwd_age option will effect the passwords of all Avaya CMS users and regular UNIX
users. When password aging is on, the Solaris policy file /etc/default/passwd is modified. The
passwords of all Avaya CMS users that use the /usr/bin/cms shell and all UNIX users will age.
If password aging is on when a new user is added, the user’s password begins to age as soon
as a password is entered for that account.

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It is recommended that you exclude specific users before turning password aging on in order to
avoid additional password administration. If you need to prevent the aging of a specific user’s
password, see Adding and removing users from password aging on page 183 and
Troubleshooting password aging on page 229.

! Important:
Important: Non-CMS users such as root, root2, or Informix will not age.
Password aging will not function on an Avaya CMS system that uses a NIS, NIS+, or LDAP
directory service. If you are using NIS, NIS+, or LDAP, contact your network administrator. The
passwords will need to be aged from the server running the directory service.
To use the passwd_age option:
1. Enter:
cmsadm
The system displays the CMSADM menu.
2. Enter 10 to select passwd_age.
The system displays the following message:

1) Turn on password aging

2) Turn off password aging
3) Change password aging interval
or q to quit: (default 1)

Note:
Note: The system will also display a message that indicates that password aging is off
or the current password aging schedule. You may enter q at any point to exit the
password aging options.
3. Perform one of the following actions:
● To turn password aging on:
a. Enter: 1
The system displays the following message:

Enter Maximum number of weeks before passwords expire (9 default):

b. Enter the number of weeks before passwords expire and users are prompted to
enter a new password. The range is from 1 to 52 weeks.
● To turn password aging off:
a. Enter: 2
The system displays the following message:

Turn off password aging for all CMS users (yes default):

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b. Perform one of the following actions:

- To turn password aging off, enter: yes
- To leave password aging on, enter: no
● To change the password aging interval:
a. Enter: 3
The system displays the following message:

Passwords are currently expiring every x weeks

Enter Maximum number of weeks before passwords expire (9 default):

b. Enter the number of weeks before passwords expire and users are prompted to
enter a new password. The range is from 1 to 52 weeks.

Using the CMSSVC menu

This section describes how to use the options of the Avaya Call Management System
Services Menu (CMSSVC menu). The CMSSVC menu is for use primarily by Avaya authorized
services personnel.
This section includes the following topics:
● CMSSVC menu functions on page 158
● Accessing the CMSSVC menu on page 158
● Using auth_display on page 159
● Using auth_set on page 160
● Using run_ids on page 161
● Using run_cms on page 161
● Using disk_space on page 161
● Using setup on page 162
● Using swinfo on page 162
● Using swsetup on page 163
● Using patch_inst on page 164
● Using patch_rmv on page 165
● Using load_all on page 166
● Using back_all on page 166

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CMSSVC menu functions

The following table shows the tasks that can be performed by Avaya authorized services
personnel from the CMSSVC menu:

Function

Display Avaya CMS authorizations

Authorize Avaya CMS feature packages and
capacities
Turn the IDS software on or off
Turn the Avaya CMS software on and off
Add disks or set up mirroring
Set up the initial Avaya CMS configuration
Display switch information
Change switch information
Install an Avaya CMS patch
Back out an installed Avaya CMS patch
Install all Avaya CMS patches
Back out all installed Avaya CMS patches

Accessing the CMSSVC menu

To access the CMSSVC Menu:
1. Log in as root.

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2. Enter:
cmssvc
The system displays the CMSSVC menu.

Select a command from the list below.

1) auth_display Display feature authorizations
2) auth_set Authorize capabilities/capacities
3) run_ids Turn Informix Database on or off
4) run_cms Turn CMS on or off
5) disk_space Format/Assign disk space to Database Server
6) setup Set up the initial configuration
7) swinfo Display switch information
8) swsetup Change switch information
9) patch_inst Install a single CMS patch from CD
10) patch_rmv Backout an installed CMS patch
11) load_all Install all CMS patches found on CD
12) back_all Backout all installed CMS patches from machine
Enter choice (1-12) or q to quit:

Note:
Note: When the CMSSVC setup command is running, any attempt to run other
cmsadm or cmssvc commands will be rejected, and the system will display the
error message:

Please try later, setup is active

Note:
Note: Different options may be displayed in the CMSSVC Menu depending on the
current version of Avaya CMS on your system.

Using auth_display
To use the auth_display option to display Avaya CMS authorizations:
1. Enter:
cmssvc
The system displays the CMSSVC menu.

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2. Enter 1 to select auth_display.

The system displays the purchased version of Avaya CMS and the current authorization
status for Avaya CMS features and capacities.

Version purchased: R14

Capability/Capacity Authorization
------------------- -------------
disk mirroring installed
vectoring authorized
forecasting authorized
graphics authorized
external call history authorized
expert agent selection authorized
external application authorized
global dictionary/ACD groups not authorized
Avaya CMS Supervisor authorized
Avaya CMS Report Designer authorized
Maximum number of split/skill members 32000
Maximum number of ACDs 8
Simultaneous Avaya CMS Supervisor logins 400
Number of authorized agents (RTU) 32000

Note:
Note: Different authorizations may be displayed, depending on the current version of
Avaya CMS on your system and the packages installed.

Using auth_set
To use the auth_set option to authorize Avaya CMS features and capacities:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 2 to select auth_set.
The system displays the following message:

Password:

3. Enter the appropriate password and see Configuring Avaya CMS authorizations on
page 65 for more information.
This password is available only to authorized personnel.

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Using run_ids
To use the run_ids option to turn IDS on and off:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 3 to select run_ids.
3. Perform one of the following actions:
● To turn on IDS, enter: 1
● To turn off IDS, enter: 2

Using run_cms
To use the run_cms option to turn the Avaya CMS software on and off:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 4 to select run_cms.
3. Perform one of the following actions:
● To turn on the Avaya CMS software, enter: 1
● To turn off the Avaya CMS software, but leave the IDS software on, enter: 2
● To turn off both the Avaya CMS software and the IDS software, enter: 3

Using disk_space
Use the disk_space option to set up the initial Avaya CMS disk partitions, add additional
disks to the Avaya CMS system, and set up disk mirroring.
To use the disk_space option:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 5 to select disk_space.

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3. Perform one of the following actions:

● To add new disks, enter: 1
● To initiate mirroring, enter: 2
● To sync primary and mirror, enter: 3
Note:
Note: The system will not display the mirroring options if disk mirroring has not been
authorized. The system may display different menu options for non-mirrored
systems.

Using setup
Use the setup option to set up the initial Avaya CMS configuration. When the cmssvc setup
command is running, any attempt to run other cmsadm or cmssvc commands will be rejected,
and the system will display the error message “Please try later, setup is active”.
Do not confuse this option with the swsetup option, which is used to change the switch
information.

! CAUTION:
CAUTION: Do not run setup on a system that is in service to avoid losing all the customer
data.

Using swinfo
Use the swinfo option to display the switch options that are currently assigned for each ACD.
To use the swinfo option:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 7 to select swinfo.
The system displays a list of ACDs.
3. Select the ACD for which you want to display the switch options.
The system displays the following information:
● Switch name
● Switch model (release)
● If Vectoring is enabled

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● If Expert Agent Selection is enabled

● If the Central Office has disconnect supervision
● Local port
● Remote port
● Link transport method (TCP/IP)

Using swsetup
Use the swsetup option to change the switch options for each ACD. Do not confuse this
option with the setup option, which is for setting up Avaya CMS.
When you change switch parameters, you should also check the parameters in the CMS
System Setup: Data Storage Allocation window. In particular, if you enable Vectoring,
you will need to allocate space for VDNs and vectors. Changing the switch release may change
the number of measured entities allowed and may also have an impact on the storage allocation
for each entity.
To use the swsetup option:
1. Turn the Avaya CMS software off:
a. Enter:
cmssvc
The system displays the CMSSVC menu.
b. Enter 4 to select run_cms.
c. Enter 2 to turn off the Avaya CMS software but leave the IDS software on.
2. Enter:
cmssvc
The system displays the CMSSVC menu.
3. Enter 8 to select swsetup.
The system displays a list of ACDs.
4. Select the ACD that you want to change.
5. At the prompts, provide the following information:
● Switch name
● Switch model (release)
● Is Vectoring enabled on the switch (if authorized)?
● Is Expert Agent Selection (EAS) enabled on the switch (if authorized)?
● Does the Central Office have disconnect supervision?

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● Local port assigned to the switch (1 is recommended)

● Remote port assigned to the switch (1 is recommended)
● Transport method used to connect to the switch (TCP/IP)
● Enter the hostname or IP address and TCP port
The system displays all the information. The system then asks if the switch administration
is correct.
6. If the switch information is correct, enter: y
7. Turn on the Avaya CMS software:
a. Enter:
cmssvc
The system displays the CMSSVC menu.
b. Enter 4 to select run_cms.
c. Enter 1 to turn on the Avaya CMS software.

Using patch_inst
Use the patch_inst option to install one or more Avaya CMS patches from the CD-ROM. If
you want to install all patches, use the load_all command.
Note:
Note: Some patches require the Avaya CMS software to be off. Look at the read me file
on the Avaya CMS CD-ROM to determine the state of Avaya CMS before
attempting to install a patch.
To use the patch_inst option:
1. Insert the CD-ROM, Avaya CMS R14 into the CD-ROM drive.
2. Enter:
cmssvc
The system displays the CMSSVC menu.
3. Enter 9 to select patch_inst.

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4. Enter the patch number.

The system installs the patch and displays messages similar to the following:

@(#) installpatch 1.0 96/04/01

cmspx-s
Generating list of files to be patched...
Creating patch archive area...
Saving a copy of existing files to be patched...
xxxx blocks
File compression used
Installing patch packages...

Doing pkgadd of cmspx-s package:

Installation of <cmspx-s> was successful.

Patch packages installed:

cmspx-s

Patch installation completed.

5. After all of the required patches are installed, enter:

eject cdrom
For more detailed information about Avaya CMS patches, see Working with Avaya CMS
patches on page 179.

Using patch_rmv
Use the patch_rmv option to remove a single Avaya CMS patch installed on the machine.
To use the patch_rmv option:
1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 10 to select patch_rmv.
3. Enter the patch number.
The system removes the patch.
4. Repeat Steps 2 and 3 for each patch that you want to remove.
For more detailed information about Avaya CMS patches, see Working with Avaya CMS
patches on page 179.

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Using load_all
Use the load_all option to install all Avaya CMS patches from the CD-ROM.
Note:
Note: Some patches require the Avaya CMS software to be off. Look at the readme file
on the CMS CD-ROM to determine the state of CMS before attempting to install a
patch.
To use the load_all option:
1. Insert the CD-ROM, Avaya CMS into the CD-ROM drive.
2. Enter:
cmssvc
The system displays the CMSSVC menu.
3. Enter 11 to select load_all.
4. Enter: y
The system installs the patches and displays messages similar to the following:

@(#) installpatch 1.0 <date>

cmspx-s
Generating list of files to be patched...
Creating patch archive area...
Saving a copy of existing files to be patched...
xxxx blocks
File compression used
Installing patch packages...

Doing pkgadd of cmspx-s package:

Installation of <cmspx-s> was successful.

Patch packages installed:

cmspx-s

Patch installation completed.

5. After installing all of the patches, enter:

eject cdrom
For more detailed information about Avaya CMS patches, see Working with Avaya CMS
patches on page 179.

Using back_all
The back_all option allows you to remove all Avaya CMS patches installed on the machine.

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To use the back_all option:

1. Enter:
cmssvc
The system displays the CMSSVC menu.
2. Enter 12 to select back_all.
The system removes all of the installed patches and displays a conformation message for
each patch that was removed.
For more detailed information about Avaya CMS patches, see Working with Avaya CMS
patches on page 179.

The Avaya CMS maintenance backup

Avaya CMS maintenance backups save only Avaya CMS data (administration and historical).
The Avaya CMS data for each Automatic Call Distribution (ACD) should be backed up:
● After the Avaya CMS is provisioned
● After the Avaya CMS software is upgraded
● On a daily basis.
You can perform these backups within the Avaya CMS software. For more information, see
Avaya Call Management System Release 14 Administration.
Note:
Note: If you use the Avaya CMS LAN backup feature, back up your Avaya CMS data
according to Avaya Call Management System Release 14 LAN Backup User
Guide. This document provides information about using the Avaya CMS LAN
backup feature, hardware requirements, software requirements, and support
guidelines.

The CMSADM backup

The CMSADM file system backup saves all local file systems on the computer onto a tape,
including:
● Solaris system files and programs
● Avaya CMS programs

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! Important:
Important: The CMSADM backup does not save Avaya CMS data tables. No new users can
log into the Avaya CMS system while the CMSADM backup is running.
This section includes the following topics:
● When to perform a CMSADM backup on page 168
● Tape drives and cartridges on page 169
● Performing a CMSADM backup on page 169
Note:
Note: If you use the Avaya CMS LAN backup feature, back up your system data
according to Avaya Call Management System Release 14 LAN Backup User
Guide. This document provides information about using the Avaya CMS LAN
backup feature, hardware requirements, software requirements, and support
guidelines.

When to perform a CMSADM backup

Perform the CMSADM file system backup:
● After the system has been set up in the factory.

! Important:
Important: This backup contains the default factory configuration. These tapes must be
saved and never reused in case the system needs to be reinstalled in the field.
● After the Avaya CMS system is provisioned
This backup contains the Solaris system files and programs and Avaya CMS configuration
data placed on the computer by TSC provisioning personnel. These tapes should also be
saved and not reused.
In addition, field technicians should perform an Avaya CMS full maintenance backup
before they turn a new system over to the customer. For more information, see Avaya Call
Management System Release 14 Administration.
● Before and after the Avaya CMS software is upgraded (usually performed by a field
technician)
● Once a month (performed by the customer).

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Tape drives and cartridges

The following table lists the models of tape drives that are supported.

Tape drive Tape cartridge CMS computers

DAT 72 DDS compliant 170 meter Sun Netra 210

36/72-GB DAT cartridge Sun Blade 150
4 mm
Sun Fire V880 or V890
DDS-4 DDS compliant 150 meter Sun Blade 150
20/40-GB DAT cartridge Sun Fire V880
4 mm

! WARNING:
WARNING: Verify that you are using the correct tape for the tape drive on your system. Many
of the tape cartridges look alike, and using the wrong tape can damage the tape
drive mechanism and tape heads.

Performing a CMSADM backup

To perform a CMSADM backup:
1. Verify that:
● The computer is in a Solaris multi-user state (2 or 3). To check whether you are in the
multi-user state, enter: who -r
● You are using the correct tape for the tape drive on your system.

! CAUTION:
CAUTION: Use a new set of backup tapes for this CMSADM file system backup. Do NOT
use the original set of factory backup tapes or provisioning backup tapes. Make
sure that there are enough tapes for the new backup.
2. Log in as root.
3. Enter:
cmsadm
The system displays the Avaya Call Management System Administration Menu.
4. Enter the number associated with the backup option.
Depending on the configuration of your system, the system displays one of the following
options:

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● If only one tape drive is available on the system, go to Step 5.

● If more than one tape drive is available for use by the system, the system displays a
list of tape devices. Enter a tape drive selection from the displayed list.
The system displays the following message:

Please insert the first cartridge tape into <device name>.

Press ENTER when ready or Del to quit:^?

5. Press Enter.
The backup process begins. If more than one tape is required, the system displays the
following message:

End of medium on "output".

Please remove the current tape, number it, insert tape number x,
and press Enter

6. If the system displays the message in Step 5, insert the next tape and allow it to rewind.
When it is properly positioned, press Enter.
7. When the backup is completed, the system displays information according to the number
of tapes that are required for the backup:
● If the number of tapes required is one, go to Step 10.
The system displays the following message:

xxxxxxx blocks
Tape Verification
xxxxxxx blocks
WARNING: A CMS Full Maintenance Backup in addition to this cmsadm
backup must be done to have a complete backup of the system. . .
. .

Please label the backup tape(s) with the date and the current CMS
version (Rxxxxx.x)

● If the number of tapes required is more than one, the system displays the following
message:

xxxxxxx blocks
Tape Verification
Insert the first tape
Press Return to proceed :

8. Insert the first tape to be used in the backup and press Enter. Wait for the LED on the tape
drive to stop blinking before you remove the tape.

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9. When prompted, repeat Step 8 for any additional tapes generated by the backup process.
When the final tape is verified, the program displays the following message:

xxxxxxx blocks
Tape Verification
xxxxxxx blocks
WARNING: A CMS Full Maintenance Backup in addition to this cmsadm
backup must be done to have a complete backup of the system. . .
. .

Please label the backup tape(s) with the date and the current CMS
version (Rxxxxx.x)

10. Label all tapes with the:

● Tape number
● Date of backup
● Current version of Avaya CMS
11. Set the tape write-protect switch to read-only and put the tapes in a safe location.
If you have problems performing a CMSADM backup, see CMSADM backup problems on
page 255.

Checking the contents of the CMSADM backup tape

The system lists the files on the backup tape so you can determine if the backup has saved the
correct information or verify that a particular file has been saved.
Note:
Note: It can take a long time to display the file names on the backup tape.
To check the contents of the CMSADM backup tape:
1. Insert the first backup tape.
2. To list the files on the tape, enter the following command on a single line:
nohup cpio -ivct -C 10240 -I /dev/rmt/dev# -M “Insert tape %d and
press Enter” | tee
where dev# is the device name.
The system displays a list of files.

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3. If you are not sure of the device path, enter:

mt -f /dev/rmt/dev# status
where dev# is the device name.
The device name is usually /dev/rmt/0c. However, the device name used depends on
the drive’s SCSI ID. Possible device names are:

/dev/rmt/0 Indicates the first noncompressing tape drive with

the lowest target address
/dev/rmt/1 Indicates the second noncompressing tape drive
with the second lowest target address
/dev/rmt/0c Indicates the first compressed-mode tape drive
with the lowest target address
/dev/rmt/1c Indicates the second compressed-mode tape
drive with the second lowest target address

The correct device path will show information similar to the following:

HP DDS-4 DAT (Sun) tape drive:

sense key(0x0)= No Additional Sense residual= 0 retries= 0
file no= 0 block no= 0

4. After you have seen the files you are looking for or have confirmed that data on the tape is
accurate, press Delete to stop the display.

Changing the system date and time

This section describes how to change the UNIX system date and time. For example, a change
due to daylight savings time.
This section includes the following topics:
● Checking the Solaris system date and time on page 173
● Setting the system date and time on page 173
● Setting the system country and time zones on page 173

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Checking the Solaris system date and time

To verify that the system time is correct:
1. Enter:
date
2. If the system time is correct there is no need to proceed further with this procedure. If the
system time is not correct, continue with Setting the system date and time on page 173.

Setting the system date and time

Do the following steps to change the Solaris system time:
1. Turn off the Avaya CMS software.
2. Log in as root.
3. Enter the root password.
4. Set the time and date by entering:
date mmddHHMM[yyyy]
Example:
● mm (month): Enter the month (numeric). Range: 1-12 (1=January, 2=February, and so
on).
● dd (day): Enter the day of the month. Range: 1-31
● HH (hour): Enter the hour of day, military time. Range: 00-23.
● MM (minute): Enter the minute of the hour. Range: 00-59.
● [yyyy] (year): Entering the year is optional. Enter the year, with all four digits (for
example, 2000).
5. Continue with Setting the system country and time zones on page 173.
6. Turn on the Avaya CMS software.

Setting the system country and time zones

To set the country and time zones:
1. Log in as root and enter the root password.
2. Enter:
vi /etc/default/init

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3. Edit the /etc/default/init file and set the TZ variable to equal the appropriate value in the /
usr/share/lib/zoneinfo directory.
For example:
You would modify the line with TZ=US/Mountain.

# @(#)init.dfl 1.2 92/11/26

#
# This file is /etc/default/init. /etc/TIMEZONE is a symlink to this file.
# This file looks like a shell script, but it is not. To maintain
# compatibility with old versions of /etc/TIMEZONE, some shell constructs
# (i.e., export commands) are allowed in this file, but are ignored.
#
# Lines of this file should be of the form VAR=value, where VAR is one of
# TZ, LANG, or any of the LC_* environment variables.
#
TZ=US/Mountain

4. Save and quit the file by pressing Esc and entering:

:wq!
5. Reboot the machine by entering:
/usr/sbin/shutdown -i6 -g0 -y

Working with Solaris patches

When you upgrade your Avaya CMS software, or administer a new Avaya CMS installation, you
may need to:
● Verify what Solaris patches are currently installed
● Install a Solaris patch
● Remove one or more Solaris patches.
This section includes the following topics:
● Installing Solaris patches on page 175
● Checking installed Solaris patches on page 178
● Removing a Solaris patch on page 178

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Installing Solaris patches

To install the Solaris patches:
1. If the system is a SunFire or Netra system, document the original position of the key
switch. You must return the key switch to this original position at the end of this procedure.
If the key switch is in the “Locked” or “Diagnostics” position, move the key switch to the
vertical “On” position.
2. Insert the CD-ROM, Avaya Call Management System into the CD-ROM drive.
3. Enter:
cd /
4. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu
(CMSSVC Menu).
5. Enter the number associated with the run_cms option.
6. Enter the number associated with the Turn off CMS but leave IDS running
option.
The system returns to the command prompt.
7. Set the IDS environment by entering:
. /opt/informix/bin/setenv
8. Enter:
onmode -yuk
Ignore any error messages.

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! CAUTION:
CAUTION: The Avaya CMS software must be off in order to install the Solaris patches.
9. Enter:
/cdrom/cdrom0/spatches_conf
The system displays a message similar to the following:

Warning: you must close all applications before running this script
...................
...................
...................
Solaris patches have been spooled to your machine. The patches will
be installed after rebooting. During the installation of patches
your
server will not be available.

The estimated time to install all patches is: 15 minutes

Ready to install Patches. Please leave the CD in the drive.

You will need to reboot the server for patches to install.

Do you want to reboot now? [y,n,?]

Note:
Note: The system will display the approximate amount of time needed to install the
Solaris patches.
10. Choose one of the following steps:
● To install the Solaris patches:
a. Enter: y
The system boots into single user mode and installs the Solaris patches.
Note:
Note: If there are no Solaris patches to install the system displays the following
message.

There are no Solaris patches to install

b. Choose one of the following steps:

- If Solaris patches were installed, go to Step 11.
- If no Solaris patches were installed, log into the system as root. Then go to
Step 13.

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 Working with Solaris patches

● To cancel installation of the Solaris patches, enter: n

The system displays the following message:

Terminating at user's request.

You will need to run spatches_conf again to install Operating System
patches.

! CAUTION:
CAUTION: If you cancel installation of the Solaris patches, you will have to install them
before upgrading the Avaya CMS software.
11. Log into the system as root.
12. Verify that all of the Solaris patches have been installed by entering:
tail -10 /var/cms/spatches/spatches.log
The system displays the following message in the log:

All patches installed successfully.

Note:
Note: If the installation procedure fails for any of the patches, the following message is
displayed:

Installation failed for one or more Solaris patches.

- Customers in the US should call the CMS Technical Services

Organization at 1-800-242-2121

- Customers outside the US should contact your Avaya

representative or distributor.
Patch installation completed: Fri Jan 18 13:28:19 MST 2002

If the message shown above is displayed, continue with this procedure and the
remaining Avaya CMS base load upgrade procedures. When the upgrade is
complete, notify your Avaya CMS support organization as instructed.
13. Enter:
eject cdrom
14. If the system is a Sun Fire or Netra, return the key switch to the position it was in at the
start of this procedure.

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Maintaining the Avaya CMS software

Checking installed Solaris patches

To check the Solaris patches:
1. Enter:
showrev -p
The system displays the following message:

Patch: 105084-02 Obsoletes: Packages: SUNWx25a.2 9.1,PATCH=02,

SUNWx25b.2 9.1,PATCH=02
Patch: 105256-01 Obsoletes: Packages: SUNWcsu
Patch: 103582-14 Obsoletes: Packages: SUNWcsu, SUNWcsr
Patch: 103594-10 Obsoletes: Packages: SUNWcsu
.
.
.

2. Check the list to verify that all the Solaris patches you need are installed.

Removing a Solaris patch

To remove a Solaris patch:

! CAUTION:
CAUTION: Remove a Solaris patch only when instructed by the TSC or by a release letter.
1. Enter:
patchrm patch-id
The patch-id is identified by the TSC or in the release letter.
The system removes the patch, and displays the following message:

@(#) backoutpatch 3.5 93/08/11

Doing pkgrm of SUNWcsr.8 package:

Removal of <SUNWcsr.8> was successful.

Restoring previous version of files
.
.
.
XXXX blocks
Making the package database consistent with restored files:
backoutpatch finished.
#

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 Working with Avaya CMS patches

2. Enter:
/usr/sbin/shutdown -y -g0 -i6
The system reboots.

Working with Avaya CMS patches

This section provides procedures for maintaining patches for Avaya CMS on a Sun platform.
This section includes the following topics:
● Avaya CMS patch requirements on page 179
● Listing installed Avaya CMS patches on page 180
● Listing Avaya CMS patches on the CD-ROM on page 180
● Installing Avaya CMS patches on page 180
● Removing Avaya CMS patches on page 182

Avaya CMS patch requirements

The three occasions when you may have to install Avaya CMS patches are:
● During a factory installation
● Immediately after upgrading the Avaya CMS software
● In the field on an existing system to correct a problem with the original software.

Loading patches after an upgrade:

If you are loading patches immediately after upgrading your system, it is best to turn off the
Avaya CMS software until you have the patches installed. The patches have different
prerequisites for installation. Some require that the Avaya CMS software be turned off, others
require that data collection be turned off, and still others require the Avaya CMS software to be
in single-user mode. To be absolutely safe, and to help the upgrade proceed as quickly as
possible, turn off the Avaya CMS software.

Loading patches as a bug fix:

If you are loading patches as part of a factory installation or on an existing system in the field
without upgrading your base load, you can install the patches without turning the Avaya CMS
software off. The system will display a message if you need to do anything special to
accomplish the load.
The Avaya CMS patch readme file lists the run-level requirements for each patch.

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Maintaining the Avaya CMS software

Note:
Note: The auth_set tool must have been run sometime in the past before you can
install patches. Call the National Customer Care Center or your product
distributor to have authorizations installed.
Installation of all available patches is recommended. If you believe that you should
not be installing a particular patch, call the National Customer Care Center or
consult with your product distributor before deciding to omit installation of a patch.

Listing installed Avaya CMS patches

To list Avaya CMS patches currently installed on your system:
1. Log in as root.
2. Enter the following command:
/cms/toolsbin/listcmspatches
The system displays a list of Avaya CMS patches that are installed on the system.

Listing Avaya CMS patches on the CD-ROM

To list Avaya CMS patches that are on the CD-ROM and available to be installed:
1. Log in as root.
2. Insert the Avaya CMS CD-ROM into the CD-ROM drive.
3. Enter:
cmssvc
The system displays the CMSSVC menu.
4. Enter the number associated with the patch_inst option.
The system lists the names of the patches on the CD-ROM.
5. Enter: q

Installing Avaya CMS patches

To install the Avaya CMS patches:
1. Log in as root and insert the Avaya CMS CD-ROM into the CD-ROM drive.
2. Enter:
cd /

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 Working with Avaya CMS patches

3. Enter:
cmssvc
The system displays the CMSSVC menu.
4. Perform one of the following actions:
● To load all of the patches, enter the number associated with the load_all option.
● To load one patch at a time, enter the number associated with the patch_inst
option.
The system lists the patches on the CD-ROM and asks if you really want to install the
patches.
If no patches are found on the CD-ROM continue to next step.
The system displays the following message:

No CMS patches found on the CD.

Please check the CD and try again.

Perform one of the following actions if patches are found on the CD-ROM:
● If you want to load all of the patches, enter: y
● If you want to load only one patch, enter the patch number.
The system installs the patch or patches. As it does so, it displays messages similar to the
following for each patch installed:

@(#) installpatch 1.0 96/04/01

cmspx-s
Generating list of files to be patched...
Creating patch archive area...
Saving a copy of existing files to be patched...
xxxx blocks
File compression used
Installing patch packages...

Doing pkgadd of cmspx-s package:

Installation of <cmspx-s> was successful.

Patch packages installed:

cmspx-s

Patch installation completed.

● If no patches are found on the CD-ROM, go to Step 5.

5. Enter:
eject cdrom

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Maintaining the Avaya CMS software

Removing Avaya CMS patches

To remove Avaya CMS patches:
1. Log in as root.
2. Enter:
cmssvc
The system displays the CMSSVC menu.
3. Choose one of the following actions:
● If you want to remove all of the Avaya CMS patches, enter the number associated with
the back_all option.
The system lists the patches installed on the system and asks for verification of the
removal.
● If you want to remove a single patch:
a. Enter the number associated with the patch_rmv option.
The system lists the patches that are installed on the system and prompts you to
select a patch.
b. Type the name of the patch that you want to remove exactly as it is displayed in
the list, and press Enter.
The system asks you to verify the removal.
4. Enter: y
The system displays messages similar to the following example for each patch that is
removed:

@(#) backout patch 1.0 96/08/02

Removing patch package for cmspx-s:

. . . ..

Making package database consistent with restored files:

Patch x has been backed out.

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 Adding and removing users from password aging

Adding and removing users from password aging

If a password is aged, the user will be forced to change their password after a specified amount
of time. All Avaya CMS and UNIX users are effected by the passwd_age option in the
CMSADM menu unless they are added to the password aging exclude file. For more
information about using the passwd_age option in the CMSADM menu, see Using
passwd_age on page 155.

! CAUTION:
CAUTION: Do not manually edit password files. Modify the password files using the
procedures in this section. Incorrectly editing password files can result in the
system having to be rebuilt back to factory standards.
This section includes the following topics:
● Determining if a password is aged on page 183
● Excluding users from password aging on page 184
● Removing users from the password aging exclude file on page 185
● Aging specific passwords at different rates on page 185

Determining if a password is aged

To determine if a password is being aged:
1. Enter:
passwd -s user_name
where user_name is the name of the user.
The system will display one of the following messages:
● If a new user has not created their password, the system displays the following
message:

user1 NP

Note:
Note: The user’s password will not age unless it is created.
● If the user’s password is not aged, the system displays the following message:

user1 PS

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Maintaining the Avaya CMS software

● If the user’s password is being aged, the system displays the following message:

user1 PS 05/20/02 0 14 7

Note:
Note: The message includes the user name, the password status, the date the
password was last changed, the minimum numbers of days required between
password changes, the maximum number of days the password is valid, and the
number of days the user will be warned before the password expires.
● If the user’s password is locked, the system displays the following message:

user1 LK

Excluding users from password aging

It is recommended that you exclude specific users before turning password aging on in order to
avoid additional password administration. You may need to exclude specific Avaya CMS or
UNIX users from password aging. Some custom applications use Avaya CMS logins.
To exclude a specific password from being aged:
1. Log into the system as root.
2. Determine the password status of the user by entering:
passwd -s user_name
where user_name is the name of the user. For more information, see Determining if a
password is aged on page 183.
3. Enter:
cd /cms/db
4. Enter:
vi age_pw_exclude
5. Add the user name you want to exclude from password aging.
6. Save and close the file by pressing Esc. Then enter:
:wq!
7. If password aging was previously in effect for the user, enter:
passwd -x -1 user_name
where user_name is the name of the user, and
where 1 is the number one.

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 Adding and removing users from password aging

Removing users from the password aging exclude file

Users that have been added to the exclude file will not age.You can remove a specific user from
the password aging exclude file. Users that are removed from the exclude file will age normally.
To remove a specific user from the exclude file:
1. Log into the system as root.
2. Determine the password status of the user by entering:
passwd -s user_name
where user_name is the name of the user. For more information, see Determining if a
password is aged on page 183.
3. Enter:
cd /cms/db
4. Enter:
vi age_pw_exclude
5. Remove the user name for the password you want to age.
6. Save and close the file by pressing Esc. Then enter:
:wq!
7. Enter:
passwd -x maxdays -w 7 user_name
where maxdays is the number of days before the password expires, and
where user_name is the name of the user you want to age.

Aging specific passwords at different rates

The password aging option in the CMSADM menu globally effects users. Individual users can
have their passwords aged at different rates.
To age a specific user:
1. Log into the system as root.
2. Determine the password status of the user by entering:
passwd -s user_name
where user_name is the name of the user. For more information, see Determining if a
password is aged on page 183.

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Maintaining the Avaya CMS software

3. Enter:
passwd -x maxdays -w warning user_name
where maxdays is the number of days before the password expires, and
where warning is the number of days a password aging warning is displayed before the
password expires, and
where user_name is the name of the user you want to age.
Note:
Note: A password aging warning will not be displayed for user’s who only accesses
Avaya CMS through Supervisor. Supervisor users will be prompted to enter a
new password when their current password expires. Only users who access
Avaya CMS through the command line will receive a warning message before
their password expires.

Adding the Informix SQL package after IDS and ILS have
been installed
This procedure installs a new Informix SQL package on a system where Informix IDS (Informix
Dynamic Server) and ILS (International Language Supplement) packages are already installed.
To add the new Informix SQL package after the other Informix packages have been installed:
1. Obtain the CD-ROM, Informix SQL version 7.32.
2. Log in as root.
3. Enter:
cd /
4. Set the terminal type by entering the following commands:
TERM=terminal_type
export TERM
where terminal_type is the type of terminal window opened.
Example:
TERM=xterm
export TERM
5. Load the CD-ROM, Informix SQL into the CD-ROM drive.
6. Enter the following commands:
. /opt/informix/bin/setenv

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 Adding the Informix SQL package after IDS and ILS have been installed

7. Enter:
INFORMIXDIR=/opt/informix
export INFORMIXDIR
PATH=$PATH:$INFORMIXDIR/bin
export PATH
cd $INFORMIXDIR
8. Enter:
pwd
The system should display:

/opt/informix

If the correct path is not displayed, repeat Steps 6 through 8.

9. Enter:
tar cvpf informix.tar .
The system preserves the existing Informix installation and configuration, and displays a
message similar to the following:

a ./ 0K
a ./.profile 1K
a ./local.cshrc 1K
............
............
............
a ./console.msgs 2K
a ./jvp.log 0K
tar: ./informix.tar same as archive file

10. Enter:
tar xvf /cdrom/cdrom0/sql.tar
The system copies the Informix SQL files from the CD-ROM to the current directory.
11. Enter:
eject cdrom

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12. Enter:
./installsql
The system begins to install the Informix-SQL software:

IBM INFORMIX-SQL Version XXXX

............
............
............
Press RETURN to continue,
or the interrupt key (usually CTRL-C or DEL) to abort.

13. Press Enter.

The system displays a license agreement message:
14. Press Enter.
The system displays the following message:

Installation of IBM INFORMIX-SQL complete.

15. Enter:
vi /opt/informix/etc/.snfile
The file contents should be similar to the following example:

INFORMIX-SQL Serial Number ACN#C325473

Informix Dynamic Server 2000 Serial Number AAC#A865230
INFORMIX-Client SDK Serial Number AAC#A898732

If the sequence for the package listings is not the same as that shown in the example
provided above, edit the file to arrange the packages in the proper sequence.
16. Press Esc. Then enter :wq! to save and close the file.
17. Enter:
cp /opt/informix/etc/.snfile /tmp/

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 Enabling recovery with the alternate boot device

18. Enter:
tar xvpf informix.tar
The system restores the previous Informix installation and configuration, and displays the
following message:

x ., 0 bytes, 0 tape blocks

x ./.profile, 144 bytes, 1 tape blocks
x ./local.cshrc, 124 bytes, 1 tape blocks
............
............
............
x ./console.msgs, 1098 bytes, 3 tape blocks
x ./jvp.log, 0 bytes, 0 tape blocks

19. Enter:
rm informix.tar
20. Enter:
cp /tmp/.snfile /opt/informix/etc/

Enabling recovery with the alternate boot device

The alternate boot device is a fail-safe device on a mirrored system. If for some reason you are
unable to boot from the primary boot disk, you can set the system to boot from the alternate
device until further notice. The alternate boot device can be enabled from either the boot prompt
or from root.
Note:
Note: The alternate boot device must be created before it can be enabled. See Creating
an alternate boot device on page 38 and Resetting a device alias on page 40.
To enable the alternate boot device on a mirrored system, perform one of the following actions:
● From the ok prompt, enter:
setenv boot-device disk bootdevice2
● From the # prompt, enter:
eeprom boot-device=”disk bootdevice2”

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Maintaining the Avaya CMS software

Maintaining the chkDisks crontab

The chkDisks crontab runs each night and checks to see whether any potential or actual drive
problems have been logged. For example, loss of the primary boot drive. The results of the
search are mailed to the root user.
This section includes the following topics:
● Verifying chkDisks on page 190
● Changing the chkDisks run time on page 190
● Canceling chkDisks on page 190

Verifying chkDisks
To verify that cron is running:
1. Enter at the # prompt:
crontab -l
2. Check the listing to see that there is an entry for chkDisks.

Changing the chkDisks run time

The line tells the system to run chkDisks every day at 15 minutes past hour zero (12:15 AM).
You can change that schedule by changing the first five fields as necessary. The fields, in order
of appearance, are: minute, hour, day of the month, month of the year, and day of the week. An
asterisk means “all legal values.” The /olds/chkDisks line in the cron file is generally in the
following format:
15 0 * * * /olds/chkDisks > /dev/null 2>&1
For more information, see the manual (man) page for the crontab command.

Canceling chkDisks
To stop cron from running:
1. Enter at the # prompt:
crontab -e
2. With the file loaded in the editor, comment out the entry for chkDisks and write and quit the
file.

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 Identifying a faulty disk

Identifying a faulty disk

This section contains several procedures that can be used to identify a faulty disk in a mirrored
system.
This section includes the following topics:
● Identifying down chunks on page 191
● Identifying the disk from the /var/adm/messages file on page 191
● Identifying the submirrors on page 193

Identifying down chunks

To identify any down chunks on a faulty disk in a mirrored system:
1. Set the IDS environment by entering:
. /opt/informix/bin/setenv
2. Enter:
onstat -d | grep D
The system displays a list of any down chunks on a faulty disk.

Informix Dynamic Server 2000 Version 9.XX.UCX -- On-Line -- Up 00:52:45 -- s

Dbspaces
bc30018 89 9 512000 128000 0 MD- /dev/rdsk/c1t6d0s1
bc30188 90 9 0 128000 0 MD- /dev/rdsk/c1t6d0s1
bc302f8 91 9 256000 128000 0 MD- /dev/rdsk/c1t6d0s0
bc30468 92 9 384000 128000 0 MD- /dev/rdsk/c1t6d0s1
bc305d8 93 9 512000 128000 0 MD- /dev/rdsk/c1t5d0s4
................
................
................
bc32188 112 10 896000 128000 0 MD- /dev/rdsk/c1t6d0s4
bc322f8 113 10 128000 128000 0 MD- /dev/rdsk/c1t6d0s4
bc32468 114 10 256000 128000 0 MD- /dev/rdsk/c1t6d0s4
bc325d8 115 10 512000 128000 0 MD- /dev/rdsk/c1t6d0s4

Identifying the disk from the /var/adm/messages file

If a disk problem is not identified with the onstat command, check the /var/adm/messages
file.

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Note:
Note: Not all disk failures are identified in the /var/adm/messages file. You must
perform the procedure for Identifying down chunks on page 191 in addition to this
procedure.
To identify a faulty disk in a mirrored system:
1. Enter:
cd /var/adm
2. Enter:
vi messages
The system displays a message similar to the following:

Jun 12 16:27:08 leopard unix: WARNING:

Jun 12 16:27:08 leopard unix: Error for command 'read(10)' Error Level: R
Jun 12 16:27:09 leopard unix: retryable
Jun 12 16:27:09 leopard unix: Requested Block 0, Error Block: 0
Jun 12 16:27:09 leopard unix: Sense Key: Media Error
Jun 12 16:27:09 leopard unix: Vendor 'SEAGATE':
Jun 12 16:27:09 leopard unix: ASC = 0x31 (medium format corrupted), ASCQ
= 0x0, FRU = 0x9
Jun 12 16:27:09 leopard unix: WARNING: /sbus@3,0/SUNW,fas@3,8800000/sd@2,0

Note:
Note: The line shown in bold indicates a disk problem. The sd@2,0 represents SCSI
disk.
3. Enter:
:q!
The system exits the file without making changes.
4. Determine which disk has the problem by entering:
ls -l /dev/dsk/c*
The system displays the following message:

.
.
.
lrwxrwxrwx 1 root root 50 Apr 24 15:21 /dev/dsk/c0t2d0s0 -> ../../
devices/sbus@3,0/SUNW,fas @3,8800000/sd@2,0:a
lrwxrwxrwx 1 root root 50 Apr 24 15:21 /dev/dsk/c0t2d0s1 -> ../../
devices/sbus@3,0/SUNW,fas @3,8800000/sd@2,0:b
.......
.......
.......
#

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 Identifying a faulty disk

5. Search the output for a device description matching that in the warning message.
If the ”sd@2,0:X” information matches the same information in the warning message,
that disk is the faulty disk.
Note:
Note: The X at the end of the device is the partition number. The partition information
may not be displayed in the /var/adm/messages file. The following table shows
which letters correspond to which disk partition.

Letter Disk partition

a 0
b 1
c 2
d 3
e 4
f 5
g 6
h 7

Identifying the submirrors

Perform this procedure only if the failed disk is the primary or secondary boot drive.
To identify the submirrors in a mirrored system:
1. Enter:
metastat
The system displays messages similar to the following:

d32: Submirror of d3
Size: 14960160 blocks
Stripe 0:
Device Start Block Dbase State Hot Spare
c0t2d0s1 0 No Maintenance
Stripe 1:
Device Start Block Dbase State Hot Spare
c0t4d0s3 0 No Okay

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Maintaining the Avaya CMS software

2. Search the output for the name of the faulty disk.

The faulty disk is usually indicated by a state of Maintenance.
Example:
The following lines indicate that the faulty c0t2d0 disk is in d32:

d32: Submirror of d3
Size: 14960160 blocks
Stripe 0:
Device Start Block Dbase State Hot Spare
c0t2d0s1 0 No Okay
Stripe 1:
Device Start Block Dbase State Hot Spare
c0t4d0s3 0 No Okay

! Important:
Important: Be sure to check all the submirrors. If the disk is also listed under d11 or d12, it is
a boot disk belonging to two different submirrors.
3. Record the metadevices to which the disk belongs.
Example:
d11 and d31
4. After identifying all of the faulty disks and associated submirrors, see Recovering a
mirrored system after disk failure on page 211.

Upgrading a non-mirrored system to a mirrored system

To upgrade a non-mirrored system to a mirrored system, see Setting up a mirrored system on
page 109. Before upgrading a system for mirroring, verify that all the hardware requirements
and prerequisites have been met. Depending on your current Avaya CMS load and system
configuration, a hardware or software upgrade may be required.

! WARNING:
WARNING: After disk mirroring is authorized, the Avaya CMS system needs to be
immediately configured as a mirrored system. If the system operates as a
non-mirrored system with mirroring authorized, the database will need to be
rebuilt when the system is mirrored.

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Recovering an Avaya CMS system

This section provides the procedures for recovering data on an Avaya Call Management
System (CMS) that has non-functioning hardware or software corruption. Personnel at the
Technical Service Center (TSC) will need assistance from an on-site technician or the site’s
CMS administrator in order to perform most of the procedures in this chapter.
This section includes the following topics:
● Using the nohup command on page 195
● Performing an Avaya CMS maintenance restore on page 196
● Verifying Free Space Allocation during a maintenance restore on page 200
● Mirrored system disk pairs on page 203
● Verifying boot disk integrity on page 204
● Recovering a non-mirrored system after data disk failure on page 205
● Recovering a mirrored system after disk failure on page 211
● Performing a CMSADM restore of a mirrored or non-mirrored system on page 221
● Restoring a system without a CMSADM or system backup on page 225
● Restoring specific files from the CMSADM backup tape on page 226

Using the nohup command

When executing commands that take a long time to complete, (such as cpio commands), use
the nohup command to ensure that the command will complete without interruption if the data
line disconnects.
An example of the nohup command is:
nohup cpio -icmudf -C 10240 -I /dev/rmt/0c “cms” | tee
When system reboots are required, verify that your terminal type is set correctly after the reboot.

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Recovering an Avaya CMS system

Performing an Avaya CMS maintenance restore

This section describes how to restore all Avaya CMS data from an Avaya CMS maintenance
backup.

! CAUTION:
CAUTION: If this procedure is being performed because of a disk replacement or crash, see
Recovering a mirrored system after disk failure on page 211 before performing
this procedure.
This section includes the following topics:
● Data restore requirements on page 196
● Restoring data from a full maintenance backup on page 197
● Restoring data from a full and incremental maintenance backup on page 198
Note:
Note: If you use the Avaya CMS LAN backup feature, see Avaya Call Management
System Release 14 LAN Backup User Guide. This document provides
information about using the Avaya CMS LAN backup feature, hardware
requirements, software requirements, and support guidelines.

Data restore requirements

Before you perform an Avaya CMS maintenance restore, the following requirements must be
met depending on the type of data you wish to restore:

Data to be restored System requirements

Historical ● The Avaya CMS software can be in a

and multi-user state
non-CMS ● Data collection can be on

Local system administration ● The Avaya CMS software must be in

the single-user state
● Data collection must be turned off

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 Performing an Avaya CMS maintenance restore

ACD -specific administration ● The Avaya CMS software must be in

the single-user state
● Data collection can be on
CMS system administration ● The Avaya CMS software must be in
the single-user state
● Data collection can be on

Restoring data from a full maintenance backup

To restore data from a full maintenance backup:

! CAUTION:
CAUTION: Perform this procedure when only the full Avaya CMS maintenance backups are
available. If an incremental maintenance backup is also available, see Restoring
data from a full and incremental maintenance backup on page 198
1. Load the most recent full maintenance backup tape into the tape drive.
2. From one of the windows at a console, log into the system by using a CMS administrator’s
login ID (for example su - cms). Enter the correct password if prompted.
3. Enter:
cms
A series of prompts about system status may appear before the system displays the CMS
main menu.
4. Enter the correct terminal type.
5. Select the Maintenance option.
6. Select the Restore Data option.
7. In the Restore from last backup (y/n): field, enter: n
The system restores the system administration data, ACD-specific data, historical data,
and non-CMS data.
8. Go to the Free Space Allocation window that is located in the CMS System Setup
subsystem and verify that no adjustments need to be made.
For more information about Free Space Allocation, see Avaya Call Management System
Release 14 Administration.

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Restoring data from a full and incremental maintenance backup

To restore data from a full and incremental maintenance backup:

! CAUTION:
CAUTION: Perform this procedure only if both full and incremental Avaya CMS maintenance
backups are available. If only a full maintenance backup is available go to
Restoring data from a full maintenance backup on page 197.
1. Insert the most recent full maintenance backup tape into the tape drive.
2. From one of the windows at a console, log into the system by using an Avaya CMS
administrator’s login ID (for example su - cms). Enter the correct password if prompted.
3. Enter:
cms
A series of prompts about system status may appear before the system displays the CMS
main menu.
4. Enter the correct terminal type.
5. Depending on the type of data to be restored, it may not be necessary to perform Steps a
or b. See the table in Data restore requirements on page 196 to determine which steps to
perform.
a. Change the Avaya CMS software to single user mode:
1. Select System Setup - CMS State.
The system displays the CMS State window.
2. Enter an x in the Single-user mode field and press Enter twice.
3. Press F5 to return to the main menu.
b. Turn off data collection:
1. Select System Setup - Data Collection.
The system displays the Data Collection window.
2. Enter the name of the ACD.
3. Use Tab to move the Off field and enter: x
4. Press Enter, select Modify, and press Enter again.
5. Repeat Steps 1 through 4 for each ACD.
6. Press F5.
The system displays the CMS main menu.
6. Select Maintenance - Restore Data.

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7. In the Restore Data window, select the following options:

Item Values specified or selected

Device name default

Restore from last n
backup?
Restore historical (leave blank)
data from
ACDs to restore All ACDs
Data to restore Local System
Administration data
ACD-specific
administration data
Historical data
Non-CMS data

8. Press Enter, select Run, and press Enter again.

9. When the restore is finished, remove the full backup tape from the drive and insert the
most current incremental backup tape.
10. Repeat Steps 7 and 8 as needed.
11. After the incremental restore is finished, press F5.
The system displays the CMS main menu.
12. Depending on the type of data to be restored, it may not be necessary to perform Steps a
or b. See the table in Data restore requirements on page 196 to determine which steps to
perform.
a. Turn data collection on:
1. Select System Setup - Data Collection.
The system displays the Data Collection window.
2. Enter the name of the ACD.
3. Use the Tab key to move to the On field and enter: x
4. Press Enter, select Modify, and press Enter again.
5. Repeat Steps 1 through 4 for each ACD.
6. Press F5.
The system displays the CMS main menu.
b. Take the Avaya CMS software out of single user mode:

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1. Select System Setup - CMS State.

The CMS State window displays.
2. Enter an x in the Multi-user mode field and press Enter twice.
3. Press F5.
The system displays the Avaya CMS main menu.
13. Select Logout and press Enter.
14. Go to the Free Space Allocation window that is located in the CMS System Setup
subsystem and verify that no adjustments need to be made.
For more information about Free Space Allocation, see Avaya Call Management System
Release 14 Administration.

Verifying Free Space Allocation during a maintenance

restore
To verify Free Space Allocation during a maintenance restore:
1. Insert the maintenance backup tape into the tape drive.
Note:
Note: If you use the Avaya CMS LAN backup feature, see Avaya Call Management
System Release 14 LAN Backup User Guide. This document provides
information about using the Avaya CMS LAN backup feature, hardware
requirements, software requirements, and support guidelines.
2. Verify that the IDS software and the Avaya CMS software are on:
a. Enter:
cmssvc
The system displays the CMSSVC Menu.
b. Enter the number associated with the run_ids option.
c. Enter the number associated with the Turn on IDS option.
d. Enter:
cmssvc
The system displays the CMSSVC Menu.
e. Enter the number associated with the run_cms option.
f. Enter the number associated with the Turn on CMS option.
3. Log into the Avaya CMS software.

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4. Verify that the Avaya CMS software is in single user mode and data collection is off for all
ACDs.
5. From the main menu, select Maintenance > Restore Data.
The system displays the Restore Data window.

6. Deselect Historical data and Non-CMS data.

7. Press Enter to access the action list in the upper right corner of the window.
8. Select Run and press Enter.
The system restores the data from tape.
9. Exit the Restore Data window by pressing F5.

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10. From the main menu, select System Setup > Free Space Allocation.
The system displays the Free Space Allocation window.

11. In the Enter Dbspace name: field, enter the Dbspace name of the ACD.
12. Press Enter to access the action list in the upper right corner of the window.
13. Select Modify.
14. Press Enter.
15. Perform one of the following actions:
● Answer y to any questions that may be displayed.
● Press Enter if a “Nothing to add/drop” message is displayed.
16. Repeat Steps 11 through 15 for every ACD on the system.
Note:
Note: These steps are performed for every ACD on the system in order to adjust the
available space for each ACD. Additional space will be added to acds with
negative space and ACDs with additional space will have the space reallocated.
For more information about Free Space Allocation, see Avaya Call Management
System Release 14 Administration.
17. Exit the Free Space Allocation window by pressing F5.
18. From the main menu, select Maintenance > Restore Data.
The system displays the Restore Data window.
19. Deselect:
● Local system administration data

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 Mirrored system disk pairs

● CMS system administration data

● ACD-specific administration data
● Non-CMS data
20. Verify that Historical data is selected.
Note:
Note: If the customer has backed up any non-CMS data, it will be necessary to rebuild
any custom tables before restoring the data.
21. Press Enter to access the action list in the upper right corner of the window.
22. Select Run and press Enter.
The system restores the data from tape.
23. Exit the Restore Data window by pressing F5.
24. Put the system in multiuser mode and turn data collection on.

Mirrored system disk pairs

Use the following tables to determine the disk layout for your system.
Note:
Note: A mirrored system might occasionally display controllers that are different from
those shown in the following tables for the mirrored disk.

Sun Fire V890 mirrored disk pairs

Primary disk Mirrored disk

c1t0d0 c1t3d0
c1t1d0 c1t4d0

Sun Fire V880 mirrored disk pairs

Primary disk Mirrored disk

c1t0d0 c1t3d0
c1t1d0 c1t4d0
c1t2d0 c1t5d0

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Sun Blade 150 mirrored disk pairs

Primary disk Mirrored disk

c0t0d0 c0t2d0

Sun Netra 210 mirrored disk pairs

Primary disk Mirrored disk

c1t0d0 c1t1d0

Verifying boot disk integrity

Perform this procedure to verify that a mirrored system is capable of a successful recovery from
a primary or secondary boot disk failure. If the failed disk is not a boot disk, skip this procedure.
To verify boot disk integrity:
1. Set the IDS environment by entering:
. /opt/informix/bin/setenv
2. Enter:
onstat -d | egrep functioning_boot_device
where functioning_boot_device is the device name of the functioning boot device.
Example:
onstat -d | egrep c0t0d0
3. Enter:
onstat -d | egrep “PD|N|R”
4. Look for any down, resyncing or non-mirrored chunks.
5. Perform one of the following actions:
● If the system does not display any down, resyncing or non-mirrored chunks, go to
Recovering a mirrored system after disk failure on page 211.
● If the system displays any down or non-mirrored chunks on the functioning disk,
services can attempt to repair them. If any chunks are resyncing, wait for the sync
process to complete. If the chunks cannot be repaired, go to Performing a CMSADM
restore of a mirrored or non-mirrored system on page 221.

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 Recovering a non-mirrored system after data disk failure

Recovering a non-mirrored system after data disk failure

Use this procedure to recover a system with a failed data disk.

! Important:
Important: If the system loses the primary boot disk, the system will need to be rebuilt to
factory standards and any data will need to be restored. See Performing a
CMSADM restore of a mirrored or non-mirrored system on page 221.
Note:
Note: If you use the Avaya CMS LAN backup feature, see Avaya Call Management
System Release 14 LAN Backup User Guide. This document provides
information about using the Avaya CMS LAN backup feature, hardware
requirements, software requirements, and support guidelines.
To recover a non-mirrored system:
1. Obtain the most recent successful maintenance backup tapes.
2. Install and format the replacement disk.
Note:
Note: For more information about installation of hard drives, see the appropriate
hardware installation, maintenance, and troubleshooting book for your platform.
3. Turn on any external devices. Then turn on the system.
The system boots into multi-user mode.

! Important:
Important: If the system fails to boot after installing the hard drive according to the
appropriate hardware installation, maintenance, and troubleshooting book, reboot
the system from the ok prompt using boot disk. After the system reboots, log
into the system as root.
4. Log on as root.
5. Turn off the Avaya CMS software and the IDS software.

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6. Verify the file properties for partitions 1, 2, 3, 4, 5, 6, and 7. The group and owner should
be informix, and the permissions should be 660. Enter:
ls -ltL /dev/rdsk/cXtXd0sX
where cX is the device controller number, and
where tX is the device target number, and
where sX is the slice number.
If the file properties are not correct, enter the following commands:
. /olds/olds-funcs
change_perms cXtXd0
where cX is the device controller number, and
where tX is the device target number.
Note:
Note: For more information about hard drive device names, see the appropriate
hardware installation, maintenance, and troubleshooting book for your platform.
The system records the permission change in /cms/install/logdir/admin.log
7. Set the IDS environment by entering:
. /opt/informix/bin/setenv
8. Enter:
vi /opt/informix/etc/onconfig.cms
The system displays the onconfig.cms file.
9. Change the PHYSDBS setting to:
rootdbs
10. Change the LOGFILES setting to:
3
11. Press Esc. Then enter:
:wq!
The system saves and exits the file.
12. Verify the file properties for the onconfig.cms file. The group and owner should be
informix, and the permissions should be 644.
Perform the following steps if the file properties are not correct:
a. Enter the following command on a single line at the command prompt:
chown informix:informix /opt/informix/etc/onconfig.cms
b. Enter:
chmod 644 /opt/informix/etc/onconfig.cms

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13. Enter the following commands:

cd /opt/informix/etc
rm onconfig.bak
rm onconfig.def
14. Enter:
onmode -yuk
Ignore any error messages.
15. Enter:
oninit -i
The system displays the following message:

This action will initialize Informix Dynamic Server 2000;

any existing Informix Dynamic Server 2000 databases will NOT be
accessible -

Do you wish to continue (y/n)?

16. Enter: y
17. Enter:
. /olds/olds-funcs
18. Enter:
remove_soft_partitions
19. Check the IDS software by entering:
onstat
The system displays several sets of data:

Informix Dynamic Server 2000 Version X.XX.UCX -- On-Line -- Up 00:00:55 -- 18432

Kbytes

Userthreads
address flags sessid user tty wait tout locks nreads nwrites
a30c018 ---P--D 1 root - 0 0 0 27 37510
a30c608 ---P--F 0 root - 0 0 0 0 1132
....................
....................
....................
ixda-RA idx-RA da-RA RA-pgsused lchwaits
4 0 47 51 0

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20. Enter:
cmssvc
The system displays the CMSSVC menu.
21. Enter the number associated with the disk_space option.
The system displays the following message:

Initializing the boot disk (this may take several minutes!) ...

Disk_space_manager options 5) are:

1) Add New Disks

Enter choice (1-1) or q to quit:

Note:
Note: If IDS fails to turn on after the configuration of the IDS dbspaces, contact the
National Customer Care Center (1-800-242-2121), or consult with your product
distributor or representative.

oninit: Fatal error in shared memory initialization

22. Enter the number associated with the Add New Disks option.
If the system has more than one disk, it displays a list of disks.

The choices for primary disks are:

............
............
............
Enter choice (X-X) or q to quit:

23. Repeat Steps 20 through 22 for every hard drive installed on the system.
When all disks have been added, the system displays the following message:

All disks are currently administered for the system.

Finished Adding New Disks

24. Choose one of the following procedures:

! Important:
Important: It is preferred that CMS be set up from the flat file. The CMS setup information is
found in the UNIX flat file. This information is updated automatically when a
CMSADM backup is performed. If updates have been made since the last
CMSADM backup, it may be necessary to run CMS setup interactively.

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● To set up CMS interactively.

See Configuring Avaya CMS interactively on page 86.
● To set up CMS from a UNIX flat file.
a. Enter:
uname -n
The system displays the UNIX system name.
b. Record the UNIX system name for use later.
___________________________________________
c. Enter:
vi /cms/install/cms_install/cms.install
d. Verify that the second line has an entry for the UNIX system name. If it does not,
add the UNIX system name you recorded in Step b.
Example:

# Enter a name for this UNIX system (up to 256 characters):

cms3
# Select the type of backup device you are using
............
............
............
# Enter number of VDNs (0-Maximum):

e. Press Esc, and then enter:

:wq!
f. Verify that IDS is on.
g. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.

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Recovering an Avaya CMS system

h. Enter the number associated with the setup option.

The system displays the following message:

Select the language for this server:

All languages are ISO Latin except Japanese. Selection of the

server language assumes that existing customer data is compatible.
(Upgrade from any ISO Latin language to any ISO Latin language or
from Japanese to Japanese is supported).

1) English
2) Dutch
3) French
4) German
5) Italian
6) Portuguese
7) Spanish
8) Japanese
Enter choice (1-8): (default: 1)

i. Enter the number for the language used on the system.

The system displays a message similar to the following:

The input will be read from

1) the terminal
2) a flat file
Enter choice (1-2):

Note:
Note: An additional option for a converter created setup file may be displayed on some
systems
j. Enter the number associated with the flat file option.
The system displays the following message:

*** The rest of this command is running in the background ***

k. Enter:
tail -f /cms/install/logdir/admin.log

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Note:
Note: The -f option in the tail command updates the console as messages are
written to the admin.log file. All failure messages are logged in this file.
The system displays the following message:

01350 Mon Nov 6 12:19:24 2000 SRC_ERR_NUM=-00329

PROCESS=pre_cms_env PID=000482 Sql.c:00071
SEVERITY=INFO ACD=-01 startdb
.................
.................
.................
Setup completed successfully Mon Nov 6 12:24:20 MST 2000

l. Press Delete to break out of the tail -f command.

25. Enter:
/usr/sbin/shutdown -y -i6 -g0
The system reboots.
26. Log into the system as root.
27. Set the IDS environment by entering:
. /opt/informix/bin/setenv
28. Verify that the recovery process is complete by entering:
onstat -d | egrep “MD|PD|R|X”
Note:
Note: If a MX entry appears for the logdbs dbspace, enter:
ontape -s
The dbspace should be repaired.
29. Restore the Avaya CMS data.
For more information, see Verifying Free Space Allocation during a maintenance
restore on page 200.

Recovering a mirrored system after disk failure

This section contains procedures for the recovery of a mirrored system after disk drive failure.

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Recovering an Avaya CMS system

! Important:
Important: The system will need to be rebuilt to factory standards and any data will need to
be restored if both the primary boot disk and the alternate boot disk fail. If this
condition is met, see Performing a CMSADM restore of a mirrored or
non-mirrored system on page 221.
This section includes the following topics:
● Prerequisites on page 212
● Recovering a mirrored system after a single disk fails on page 212
● Recovering a mirrored system after a mirrored pair of data disks fail on page 214

Prerequisites
Before you recover a mirrored system, perform the following tasks:
● Verify that the alternate boot device is set up. See Enabling recovery with the alternate
boot device on page 189 for more information.
● Identify the faulty disk or disks. See Identifying a faulty disk on page 191 and Mirrored
system disk pairs on page 203 for more information.
● The system must boot off of a functioning boot disk. For more information see Verifying
boot disk integrity on page 204.

Recovering a mirrored system after a single disk fails

Use this procedure to recover a mirrored system after a single disk fails. The failed disk can be
either a data disk or a boot disk.
To recover a mirrored system after a single disk fails:

! Important:
Important: Do not immediately remove and replace the faulty disk. Remove and replace the
disk only after being instructed to do so.
1. Enter:
cd /

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2. Run the disk clean up script by entering:

/olds/olds -rm_dsk cXtXd0
where cX is the device controller number, and
where tX is the device target number.
The system removes the disk from Informix.
3. Choose one of the following steps:
● If the system is a Sun Blade or Sun Netra, remove the faulty disk and replace it with a
new disk.
Note:
Note: For more information about removing and installing disk drives, see the
appropriate hardware installation, maintenance, and troubleshooting book for
your platform.
● If the system is not a Sun Blade or Sun Netra, follow the prompts that are displayed by
the system.
4. Run the insert disk script by entering:
/olds/olds -ins_dsk cXtXd0
where cX is the device controller number, and
where tX is the device target number.
The system adds the disk to Informix.
5. Follow the instructions displayed by the system. If a problem occurs during the
replacement process, the system will display prompts indicating a problem.
Note:
Note: The following steps are service effecting, but they can be performed when the
Avaya CMS system is experiencing low levels of system activity.
6. Perform the following tasks from the CMSADM menu:
a. Turn off the Avaya CMS software and the IDS software.
b. Turn on the IDS software.
c. Turn on the Avaya CMS software.
7. Enter:
cmssvc
The system displays the CMSSVC menu.
8. Enter the number associated with the disk_space option.
9. Enter the number associated with the Sync primary and mirror disks option.
The system begins to synchronize the mirrors. This might take a couple hours.

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10. Set the Informix environment by entering:

. /opt/informix/bin/setenv
11. Enter:
onstat -d | egrep “MD|PD|R|X|N” | grep -v freedbs
The mirroring and resync process is complete when:
● The system displays the command prompt as output, and
● a non-mirrored freedbs line might be displayed.
12. Reboot the system when convenient, but not until the system finishes syncing the disks.
Avaya recommends you perform this step during low busy hours. The system will not be
fully mirrored until you perform the reboot.

Recovering a mirrored system after a mirrored pair of data disks

fail
To recover a mirrored system after a mirrored pair of data disks fail:

! Important:
Important: Do not immediately remove and replace the faulty disk. Remove and replace the
disk only after being instructed to do so.
1. Enter:
cd /
2. Turn off the Avaya CMS software and the IDS software.

! WARNING:
WARNING: Avaya CMS setup will be re-run in this procedure and data restored. Record any
current Avaya CMS administration.
3. Replace, format, and partition the replacement pair of disks. See Avaya CMS disk partition
values on page 256 and Using the luxadm command on page 249 for more information.
Note:
Note: For more information about disk drives, see the appropriate hardware installation,
maintenance, and troubleshooting book for your platform.
4. Enter:
. /olds/olds-funcs
5. Enter:
remove_soft_partitions

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6. Enter:
metastat | more
7. Verify that the root, swap, and /cms metadevices are either in an Okay or resync state.
Note:
Note: If the metadevices are in an incorrect state, enter:
metareplace -e dX cXtXd0sX
where cX is the device controller number, and
where tX is the device target number, and
where cX is the device controller number, and
where sX is the slice number, and
where dX is for d1 for s0, d2 for s1, and d3 for s3.
8. Verify the file properties for partitions 0, 1, 3, 4, 5, 6, and 7. The group and owner should
be informix, and the permissions should be 660. Enter:
ls -ltL /dev/rdsk/cXtXd0sX
where cX is the device controller number, and
where tX is the device target number, and
where sX is the slice number.
If the file properties are not correct, enter the following commands:
. /olds/olds-funcs
change_perms cXtXd0
where cX is the device controller number, and
where tX is the device target number.
Note:
Note: For more information about hard drive device names, see the appropriate
hardware installation, maintenance, and troubleshooting book for your platform.
The system records the permission change in /cms/install/logdir/admin.log
9. Enter:
mv /cms/db/backupDevice /cms/db/backupDevice.tmp
10. Enter:
vi /opt/informix/etc/onconfig.cms
The system displays the onconfig.cms file.
11. Remove the MIRRORPATH setting.
For example, you would remove /dev/rdsk/cxtxd0sx. Do not delete the entire line.

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12. Change the PHYSDBS setting to:

rootdbs
13. Change the LOGFILES setting to:
3
14. Press Esc. Then enter:
:wq!
The system saves and exits the file.
15. Enter the following commands:
cd /opt/informix/etc
rm onconfig.bak
rm onconfig.def
16. Set the IDS environment by entering:
. /opt/informix/bin/setenv
17. Enter:
onmode -yuk
Ignore any error messages.
18. Enter:
oninit -i
The system displays the following message:

This action will initialize Informix Dynamic Server 2000;

any existing Informix Dynamic Server 2000 databases will NOT be
accessible -

Do you wish to continue (y/n)?

19. Enter: y
20. Verify the file properties for the onconfig.cms file. The group and owner should be
informix, and the permissions should be 644.
If the file properties are not correct, perform the following:
a. Enter the following command on a single line at the command prompt:
chown informix:informix /opt/informix/etc/onconfig.cms
b. Enter:
chmod 644 /opt/informix/etc/onconfig.cms

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21. Check the IDS software by entering:

onstat -
The system displays the following message:

Informix Dynamic Server 2000 Version X.XX.UCX -- On-Line -- Up 00:00:55 -- 18432

Kbytes

22. Verify that IDS is on-line.

23. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu
(CMSSVC menu).
24. Enter the number associated with the disk_space option to initialize the boot disk.
25. Enter q to quit.
26. Enter:
mv /cms/db/backupDevice.tmp /cms/db/backupDevice
27. Enter:
tail -f /cms/install/logdir/admin.log
28. Verify that no error messages are displayed. Then press Delete to break out of the tail
-f command.
29. Enter:
cmssvc
The system displays the CMSSVC menu.
30. Enter the number associated with the disk_space option.
The system displays the following message:

Disk_space_manager options are:

1) Add New Disks

2) Initiate Mirroring
3) Sync Primary and Mirror

Enter choice (1-3) or q to quit:

Note:
Note: If IDS fails to turn on after the configuration of the IDS dbspaces, contact the
National Customer Care Center (1-800-242-2121), or consult with your product
distributor or representative.

oninit: Fatal error in shared memory initialization

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31. Enter the number associated with the Add new disks option.
The system displays a list of disk pairs.

The choices for primary/secondary disk pairs are:

............
............
............
Enter choice (X-X) or q to quit:

32. Repeat Steps 29 through 32 to sequentially add each disk pair installed on the system.
When all disks have been added, the system displays the following message:

All disks are currently administered for the system.

Finished Adding New Disks

33. Choose one of the following procedures:

! Important:
Important: It is preferred that Avaya CMS be set up from the flat file. The Avaya CMS setup
information is found in the UNIX flat file. This information is updated automatically
when a CMSADM backup is performed. If updates have been made since the last
CMSADM backup, it may be necessary to run Avaya CMS setup interactively.
● To set up Avaya CMS interactively.
See Configuring Avaya CMS interactively on page 86.
● To set up Avaya CMS from a UNIX flat file.
a. Enter:
uname -n
The system displays the UNIX system name.
b. Record the UNIX system name for use later.
___________________________________________
c. Enter:
vi /cms/install/cms_install/cms.install

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d. Verify that the second line has an entry for the UNIX system name. If it does not,
add the UNIX system name you recorded in Step b.
Example:

# Enter a name for this UNIX system (up to 256 characters):

cms3
# Select the type of backup device you are using
............
............
............
# Enter number of VDNs (0-Maximum):

e. Press Esc, and then enter:

:wq!
f. Verify that IDS is on.
g. Enter:
cmssvc
The system displays the Avaya Call Management System Services Menu.
h. Enter the number associated with the setup option.
The system displays the following message:

Select the language for this server:

All languages are ISO Latin except Japanese. Selection of the

server language assumes that existing customer data is compatible.
(Upgrade from any ISO Latin language to any ISO Latin language or
from Japanese to Japanese is supported).

1) English
2) Dutch
3) French
4) German
5) Italian
6) Portuguese
7) Spanish
8) Japanese
Enter choice (1-8): (default: 1)

i. Enter the number for the language used on the system.

The system displays a message similar to the following:

The input will be read from

1) the terminal
2) a flat file
Enter choice (1-2):

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Recovering an Avaya CMS system

Note:
Note: An additional option for a converter created setup file may be displayed on some
systems
j. Enter the number associated with the flat file option.
The system displays the following message:

*** The rest of this command is running in the background ***

k. Enter:
tail -f /cms/install/logdir/admin.log
Note:
Note: The -f option in the tail command updates the console as messages are
written to the admin.log file. All failure messages are logged in this file.
The system displays the following message:

01350 Mon Nov 6 12:19:24 2000 SRC_ERR_NUM=-00329

PROCESS=pre_cms_env PID=000482 Sql.c:00071
SEVERITY=INFO ACD=-01 startdb
.................
.................
.................
Setup completed successfully Mon Nov 6 12:24:20 MST 2000

l. Press Delete to break out of the tail -f command.

34. Enter:
. /olds/olds-funcs
35. Enter:
/cms/install/bin/ins_proc -l /cms/install/logdir/admin.log -m
36. Set the IDS environment by entering:
. /opt/informix/bin/setenv
37. Enter:
onstat -d | egrep “MD”
38. Verify that the soft partitions were added to the database.
39. Enter:
onstat -d | egrep “MD|PD|R|X”
When the system displays only the command prompt as output, the mirroring and resync
process is complete. A non-mirrored freedbs line might be displayed on some systems.

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Note:
Note: If a MX entry appears for the logdbs dbspace, enter:
ontape -s
The dbspace should be repaired.
40. Restore the Avaya CMS data and verify the Free Space Allocation. See Verifying Free
Space Allocation during a maintenance restore on page 200 for more information.

Performing a CMSADM restore of a mirrored or

non-mirrored system
This section describes how to restore an entire system. You must re-enable the system to boot.
Then restore the system software from the CMSADM backup tape. A system restore will be
required if:
● The boot disk fails or becomes corrupt on a non-mirrored system
● The boot disk pair fails or becomes corrupt on a mirrored system
This section includes the following topics:
● Prerequisites on page 221
● Restoring a system with a restore script on page 222

Prerequisites
Before you begin restoring the system, perform the following tasks:
● If the system is mirrored, verify that the system cannot boot from either the primary or
secondary boot device.
● Obtain the CMSADM file system backup tapes.
● Obtain the most recent maintenance backup tapes.
● Replace any defective hardware.
● Verify that all the network cards are in the correct slot if you are restoring a V880 or V890
system.
The cards will be reconfigured during the restore process. If the network cards are not in
the correct order, the network settings will be associated with the incorrect card. For more
information about network card configuration, see the most recent Avaya Call
Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance,
and Troubleshooting guide.

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Recovering an Avaya CMS system

Restoring a system with a restore script

To restore a system with a restore script:
1. Perform one of the following actions:
● If the system is non-mirrored, replace the defective boot disk and any other defective
disks.
● If the system is mirrored, replace the defective boot disk pair and any other defective
disks.
Note:
Note: For more information about installing hard drives, see the appropriate hardware
installation, maintenance, and troubleshooting book for your platform.
2. As the console shows that the system is booting up, press Stop+A
The system displays the ok prompt.
Note:
Note: Stop+A will not work on a Sun Fire or Netra if the key switch is in the locked
position. If the key switch is in the locked position, turn the key to the unlocked
position. Press Stop+A again and continue with the remainder of this procedure.
3. Insert the CD-ROM, Solaris 9 Software 1 of 2 into the CD-ROM drive.
4. Enter:
boot cdrom -sw
The system boots from the CD-ROM.
5. Enter the following commands:
stty erase Backspace
ksh -o vi
The system will display Backspace as ^H. On some systems Backspace will not work. If
this is the case, substitute “^H” for Backspace.
6. Enter:
format
The system displays a list of disks.
7. Verify that the system detects all of the disk drives in the system.
Note:
Note: If the system does not detect a disk, re-seat the disk drives. If the system still
does not detect the disk drives, repeat this procedure from Step 4.
8. Enter the number associated with one of the disks.
The system displays the format command menu.

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9. Enter:
quit
10. Enter:
pwd
The system displays the following message:

/tmp/root

Note:
Note: If the system does not display /tmp/root, enter:
cd /tmp/root
11. Insert the CMSADM backup tape into the tape drive.
12. Enter the following command on a single line at the command prompt:
cpio -icmudv -C 10240 -I /dev/rmt/dev# “cms/install/bin/restore”
where dev# is replaced with the tape device name.
The system retrieves the file and displays the following message within a couple of
minutes:

cms/install/bin/restore

! Important:
Important: The restore script should be one of the first files on the tape backup. If the system
does not display cms/install/bin/restore within a couple of minutes, the restore
script is not on the tape. Press Ctrl+C
Contact the National Customer Care Center, or consult with your product
distributor or representative about obtaining the script.
Note:
Note: The “cms/install/bin/restore” message might be displayed a second
time.
13. Press Ctrl+C
The system stops searching the CMSADM backup tape.
Note:
Note: If you do not press Ctrl+C, the system will continue to search the entire backup
tape. This search could take several hours to complete.

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Recovering an Avaya CMS system

14. Verify that the restore script has the correct permissions by entering:
chmod +x cms/install/bin/restore
The system sets the correct permissions to execute the script. If the permissions for the
script are not correct, the restore will fail.
15. Restore the system by entering:
cms/install/bin/restore /dev/rmt/dev#
where dev# is replaced with the tape device name.
The system displays the following message:

Attempting to set System timezone from tape. This can take up to

60 seconds. Please wait...
...................
...................
...................
Starting to restore from tape. This process can take a long time.
Please wait...

The system restores the files on the tape backup. The system will automatically reboot
after all the files on the tape have been transferred.
Note:
Note: If a problem occurs during the restore process, the system will display prompts
indicating a problem. Follow the instructions displayed by the system.
16. Log in to the system as root.

! Important:
Important: The system may reboot several times during the restore process. The reboots
can occur at random intervals throughout the restore process. You may have to
repeat this step several times.
17. After the system reboots, you can monitor the progress of the restore by entering:
tail -f /cms/install/logdir/restore/restorecms.log
Note:
Note: In order to monitor the restore progress. You must enter this command each time
the system reboots.
When the restore process is complete, the system displays the following message at the
end of restorecms.log:

CMS Restore Completed Successfully

18. Enter:
ps -ef|egrep S99
19. Choose one of the following steps:

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 Restoring a system without a CMSADM or system backup

● If a S99restorecms process is not running, go to Step 20.

● If a S99restorecms process is running, enter the following commands:
pkill -9 tee
pkill -9 S99restorecms
20. Verify that the IDS software is on.
21. Enter:
cmssvc
The system displays the CMSSVC menu.
22. Enter the number associated with the run_cms option.
23. Enter the number associated with The turn on CMS option.
24. Verify the Free Space Allocation and restore the Avaya CMS data. See Verifying Free
Space Allocation during a maintenance restore on page 200 and Performing an Avaya
CMS maintenance restore on page 196 for more information.
25. If the system has the AOM or Visual Vectors Server software installed, verify that the
software is on.

Restoring a system without a CMSADM or system backup

If a CMSADM backup or system backup is not available, the system must be reinstalled with all
software back to the original factory configuration.
To restore a system without a CMSADM backup or system backup:
1. Verify that all the network cards are in the correct slot if you are restoring a V880 or V890
system.
The cards will be reconfigured during the restore process. If the network cards are not in
the correct order, the network settings will be associated with the incorrect card. For more
information about network card configuration, see the most recent Avaya Call
Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance,
and Troubleshooting guide.
2. Re-install the entire operating system according to Installing the Solaris operating
system on page 21.
3. Configure the entire operating system according to Configuring the Solaris operating
system on page 35.
4. Re-install Avaya CMS and supporting software according to Installing Avaya CMS and
supporting software on page 49.

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Recovering an Avaya CMS system

5. Restore any available Avaya CMS data from the most recent Avaya CMS maintenance
backup. See Verifying Free Space Allocation during a maintenance restore on page 200
for more information.
6. Re-administer terminals, printers, modems, and other peripheral devices as needed. For
more information, see Avaya CMS Terminals, Printers, and Modems.
7. Contact the Communication Solutions and Integration (CSI) organization for any
previously installed customization.

Restoring specific files from the CMSADM backup tape

Sometimes only specific files on a system become corrupted. Use this procedure if only specific
files need to be restored from a CMSADM backup tape.
Note:
Note: If you use the Avaya CMS LAN backup feature, see Avaya Call Management
System Release 14 LAN Backup User Guide. This document provides
information about using the Avaya CMS LAN backup feature, hardware
requirements, software requirements, and support guidelines.
To restore specific files from a CMSADM backup:
1. Enter:
cd /
2. Enter the following command on a single line at the command prompt:
cpio -icmudv -C 10240 -I /dev/rmt/dev# -M “Please remove the
current tape, insert tape number %d,and press ENTER”
“full_path_name”
where dev# is replaced with the device name and full_path_name is replaced with
the path of the files to be restored.
Example:
cpio -icmudv -C 10240 -I /dev/rmt/0 -M “Please remove the current
tape, insert tape number %d,and press ENTER” “dev/dsk”

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Troubleshooting

This section provides solutions for common software or hardware problems. Use these
procedures to troubleshoot the Avaya Call Management System (CMS) software.
This section includes the following topics:
● Determining your Avaya CMS version on page 228
● Recognizing new hardware devices on page 228
● Troubleshooting password aging on page 229
● Avaya CMS error logs on page 230
● Checking installed software packages on page 231
● Listing pkgchk errors on page 231
● Troubleshooting a system that fails to auto-boot on page 232
● Diagnosing a machine panic on page 233
● Using the Sun Explorer tool on page 234
● Using the remote console on page 235
● Diagnosing dial-In access problems on page 242
● Booting Solaris into single-user mode on page 247
● Common problems using the CD-ROM drive on page 248
● Using the luxadm command on page 249
● Removing the Avaya CMS package fails on page 254
● Avaya CMS installation fails on page 255
● CMSADM backup problems on page 255
● System messages on page 256
● Avaya CMS disk partition values on page 256
● Avaya CMS EEPROM settings on page 261
● Troubleshooting soft partitioning on page 262
● About mirrored systems on page 268
● Troubleshooting problems with disk drives on page 272
● Cleaning up a replacement boot disk on page 276
● Checking for disk recognition errors on page 278
● Common error messages on page 283

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Troubleshooting

● Common error messages with mirrored systems on page 285

Note:
Note: When executing commands that take a long time to complete (such as cpio
commands), use the nohup command to ensure that the command will
complete without interruption if the data line disconnects. An example of the
nohup command is shown below:
nohup cpio -icmudf -C 10240 -I /dev/rmt/0c “cms” | tee
When system reboots are required, verify that your terminal type is set correctly
after the reboot.

Determining your Avaya CMS version

To determine the version of Avaya CMS installed on your system:
1. Enter:
pkginfo -x cms
The system displays the Avaya CMS version.
If the CMS system has a 100 AUX reason codes load installed, the load version will
contain the letters aux. For example, a 100 AUX reason codes load would be r14auxaa.b.

Recognizing new hardware devices

Use this procedure if externally powered devices, such as disk drives and tape drives, are not
recognized during a Solaris installation. This problem might occur if:
● The devices are not connected to power
● The devices are not turned on
● If you add a new port board to the computer as part of an upgrade or addition
If you discover that a hardware device is not being recognized, you must either reboot from the
CD-ROM and reinstall Solaris, or do the following:
1. Reboot the system by entering:
init 0

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 Troubleshooting password aging

2. Force the system to recognize the new components by entering:

boot -r
The system reboots.
3. Log in as root.

Troubleshooting password aging

This section provides options to help solve password aging problems.
This section includes the following topics:
● Tracking changes to password aging on page 229
● Passwords of excluded users age on page 229

Tracking changes to password aging

The admin log keeps a record of any administrative changes made to password aging. The
system updates the admin log when the aging interval is changed or if password aging is turned
on or off. The admin log can be found at /cms/install/logdir/admin.log

Passwords of excluded users age

If a user was added to the password aging exclude list and their password is continuing to age
or has begun to age:
1. Log into the system as root.
2. Enter:
passwd -x -1 user_name
where user_name is the name of the user, and
where 1 is the number one.

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Troubleshooting

Avaya CMS error logs

The administrative data for each error log file contains specific information about itself, including
defaults, administration information, a description of the contents, and general information
about how to interpret the contents of the logs. The log provides:
● Default location
The file name of the primary file where log information can be found if no administrative
changes have been made.
● Default maximum file size
The approximate size of each of the log files (primary and historical) that will be saved if no
administrative changes have been made.
● Default number of older files retained
The number of historical files that are kept, in addition to the primary file, if no
administrative changes have been made.
● Administration file
If the log is controlled by the general purpose file wrapping technique, the location of the
file where administrative changes can be made affecting the location of the log file, the
size of the logs, and/or the number of historical log files.
● Starting/stopping
Describes the conditions necessary for the log to be running, including any appropriate
commands.
● Writing process
Indicates all processes that write to the log.
● Intended audience
Customer (for log information that is useful to the customer, easy to read, and
documented) or services (for log information that is intended to aid troubleshooting).
Almost all error logs are used exclusively by services personnel.
● First implemented in load
Indicates the first load when the log is available. The system uses an internal load
numbering (such as 3.1z).

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 Checking installed software packages

Checking installed software packages

Use this procedure to check for previously installed software packages. The rules for specifying
package names are as follows:
● You can omit the pkgname variable from the command. The command then lists the
name, description, and version number of every software package installed on the system.
● If you list only one package name, the command lists the name, description, and version
number of only that software package.
● You can list several package names separated by spaces. The command then lists the
name, description, and version number of every software package you name.
To check what software packages are installed on your system:
1. From the root prompt, enter:
pkginfo -x pkgname
where pkgname is the name of the software package you are checking for.

Listing pkgchk errors

The pkgchk -n cms command lists some common error messages that do not indicate an
actual problem. The error messages in the following table can be ignored.

Location Error message Occurs

/cms/install/logdir/admin.log group name <root> After the installation and

expected <cms> actual before setup.
/usr/lib/cms/pbxtrcflags pathname does not exist After the installation and
before setup.
/cms/env/cms_mon/State_tbl group name <bin> After the setup and
expected <other>actual before running the
Avaya CMS software.
/cms/install/logdir/admin.log group name <root> After the setup and
expected <cms>actual before running the
Avaya CMS software.
/usr/lib/cms/pbxtrcflags pathname does not exist After the setup and
before running the
Avaya CMS software.

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Troubleshooting

Location Error message Occurs

/cms/env/cms_mon/State_tbl group name <bin> After running the Avaya

expected <cms> actual CMS software.
/cms/install/logdir/admin.log group name <root> After running the Avaya
expected <cms> actual CMS software.
/usr/lib/cms/pbxtrcflags group name <bin> After running the Avaya
expected <cms> actual CMS software.

Troubleshooting a system that fails to auto-boot

Use this procedure if the system fails to automatically pass the boot prompt (stops at the ok
prompt). When the system reboots, a boot environment variable may be set incorrectly.
This section includes the following topics:
● Checking the boot environment variables on page 232
● Changing the boot environment variables on page 233

Checking the boot environment variables

To check the boot environment variables:
1. Enter:
/usr/sbin/shutdown -y -g0 -i0
2. At the ok prompt enter:
printenv
3. Scroll down the list and check the settings on the following variables:
● The auto-boot? variable should be set to true.
● The boot-device should be set to disk or for the alternate boot device on a
mirrored system bootdevice2.

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 Diagnosing a machine panic

Changing the boot environment variables

To change the boot environment variables:
1. Enter:
setenv variable_name variable_setting
Example:
To change the auto-boot? variable to true, enter:
setenv auto-boot? true
2. Enter:
boot

Diagnosing a machine panic

If a machine panic is detected on your system, you must call the TSC (domestic) or remote
(international) support personnel. The TSC may request that you deliver the following
information on a tape:
● Crash dump from /var/crash/hostname/vmcore.n
● Namelist from /var/crash/hostname/unix.n
● Output of the showrev -p command. For details, see the hardware installation
document for your platform.
● Output of the prtconf -pv command.
● Possibly output from the /var/adm/messages file.
To put all of the files on one tape, do the following procedures:
1. Log in as root.
2. Enter:
cd /var/crash/hostname
The system changes to the dump directory.
3. Verify that unix.n and vmcore.n are present and match the date for the crash in
question.
4. Enter:
showrev -p > showrev.out
The system retrieves the output from the showrev -p buffer.

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Troubleshooting

5. Enter:
dmesg > dmesg.out
The system creates a dmesg.out file.
6. Enter:
prtconf -pv>prtconf.out
The system retrieves the output from the prtconf -pv buffer.
7. Enter:
cp /var/adm/messages messages
The system copies the output from the /var/adm/messages file.
8. Insert a tape into the default backup tape drive.
9. Enter the following command on a single line at the command prompt:
tar cvf /dev/rmt/0 unix.X vmcore.X dmesg.out showrev.out
prtconf.out messages
where the letter X represents the number of the crashdump.
The system displays a list of all of the files.
10. Enter the following command on a single line at the command prompt:
rm unix.X vmcore.X dmesg.out showrev.out prtconf.out messages
where the letter X represents the number of the crashdump.
The system removes the temporary files.
11. Log out of the system.
12. Remove the tape from the disk drive and send the tape to the TSC.

Using the Sun Explorer tool

The Sun Explorer tool runs a series of tests on the system and saves the information in a tar file.
This file can be sent to Sun for analysis.

! Important:
Important: Only TSC PERSONNEL should use the Sun Explorer tool. You may be directed
to use this tool per request by support personnel.
To run Sun Explorer:
1. Log in as root.

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 Using the remote console

2. Enter the following commands:

cd /opt/SUNWexplo/bin
./explorer
The tool runs the tests and collates the information. The tar file is located in the /opt/
SUNWexplo/output directory.
3. Support personnel will provide you with instructions on how to send the file to Sun support
for analysis. This file is usually sent to Sun support by FTP. In order for Sun to analyze the
file, Avaya support personnel must create a trouble ticket that includes the file name.

Using the remote console

If your system will not boot, the TSC personnel could ask you to redirect the console to the
remote console so that they can identify a problem. Redirecting the console allows the TSC to
dial in and do remote maintenance. You can redirect the console using either:
● The Solaris operating system
● OpenBoot diagnostics.
This section includes the following topics:
● Remote console ports on page 236
● Redirecting the console using Solaris on page 236
● Redirecting the console from OpenBoot mode on page 239

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Troubleshooting

Remote console ports

The port used for remote console access differs, depending on the hardware platform:

Hardware platform Port A Port B

Sun Fire Remote Not used

console
Sun Blade Remote N/A
console1
Sun Netra Not used Remote
console
1. The Sun Blade platform has only one serial port.

Redirecting the console using Solaris

This section describes how to use the Solaris operating system to redirect the console to serial
port ttya or ttyb on an Avaya CMS system. This procedure is usually done from a remote
console that has dialed in to the system.

! CAUTION:
CAUTION: Use this procedure only when absolutely necessary. If the console redirects and
the modem line drops, you may not be able to get back into the system.
This section includes the following topics:
● Redirecting the local console to the remote console on page 236
● Redirecting the remote console back to the local console on page 238

Redirecting the local console to the remote console

To redirect the local console to the remote console:
1. Dial in from the remote console to the remote console modem.
2. Log in as root.

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 Using the remote console

3. Remove the port monitor by entering the following command at the remote console:
/cms/install/bin/abcadm -r ttyX
where X is a or b.
The system displays the following message:

ttyX is currently set to be incoming

Are you sure you want to change it? [y,n,?]

4. At the remote console, enter: y

The system displays the following message:

ttyX administration removed

5. Check the speed of the modem by entering:

/cms/install/bin/abcadm -k
Note:
Note: All remote access ports have a default speed of 9600 bps.
6. At the remote console, enter:
/cms/install/bin/abcadm -c -b 9600 ttyX
where X is a or b.
The system displays the following message:

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

7. At the remote console, enter: y

The system displays the following message at the remote console:

done
desktop auto-start disabled
Proceding to reboot.

The system will automatically reboot, and the remote console port will come up as the
console.
The following occurs:
● The system begins to shut down.
● Shut down, reset, and reboot messages appear on the local console.
● When the system starts to come back up, the local console goes blank.

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Troubleshooting

● The system boot diagnostics are displayed on the remote console.

After the system reboots, a console login: prompt is displayed on the remote
console.
8. Log into the remote console as root.
The local console is blank.

! CAUTION:
CAUTION: Do not press Control+D or Exit from the remote console to exit the system
without first redirecting control back to the local console. You may lock yourself
from using the console locally or remotely.

Redirecting the remote console back to the local console

To redirect the console back to the local console:
1. At the remote console, enter:
/cms/install/bin/abcadm -c local
The system displays the following message:

Console set to local

This change requires a reboot to take affect

Are you ready to reboot? [y,n,?]

2. At the remote console, enter: y

The following occurs:
● The system begins to shut down.
● Shutdown, reset, and reboot messages appear on the remote console.
● When the system starts to come back up, the system boot diagnostics are displayed
on the local console.
● After the system reboots, the console login: prompt is displayed on the remote
console.
● The login screen is displayed on the local console.
3. Log into the local console as root.
4. Log into the remote console as root.
Control of the console port is redirected from the remote console back to the local console.

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 Using the remote console

Redirecting the console from OpenBoot mode

This section describes how to use the OpenBoot mode to redirect the local console to a serial
port. Use the OpenBoot mode to redirect the remote console port when the Solaris method
does not work. This typically occurs when the system will not boot.
This section includes the following topics:
● Redirecting the local console to the remote console on page 239
● Redirecting the remote console back to the local console on page 240

Redirecting the local console to the remote console

To redirect control of the console port from the local console to a dialed-in remote console:
1. If the system is not already at the ok prompt, enter:
/usr/sbin/shutdown -y -i0 -g0
The system shuts down and displays the ok prompt.
Note:
Note: If the shutdown command fails, press the Stop + A keys simultaneously after the
display console banner is displayed, but before the operating system starts
booting.
2. At the local console, enter the following commands to set the remote console configuration
parameters:
setenv input-device ttyX
setenv output-device ttyX
setenv ttyX-rts-dtr-off true
setenv ttyX-ignore-cd true
setenv ttyX-mode 9600,8,n,1,-
where X is a or b.
3. Verify the parameter changes by entering:
printenv
The system displays the following message:

Parameter Name Value Default Value

output-device ttya screen
input-device ttya keyboard
.
.
.

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Troubleshooting

4. At the local console, enter: boot

The following occurs:
● The system begins to shut down.
● Shutdown, reset, and reboot messages appear on the local console.
● When the system starts to come back up, the local console goes blank.
● The system boot diagnostics are displayed on the remote console.
● After the system reboots, a console login: prompt is displayed on the remote
console.
5. Log into the remote console as root.

! CAUTION:
CAUTION: Do not press Ctrl + D or exit from the remote console to exit the system without
first redirecting control back to the local console. If you do, you may lock yourself
from using the console locally or remotely.

Redirecting the remote console back to the local console

Using OpenBoot mode, there are two ways to redirect control of the console port from the
remote console back to the local console:
● From the remote console (recommended)
● From the local site (not recommended)

Method 1: from the remote console

To redirect control of the console port from the remote console back to the local console:
1. Do one of the following:
● At the remote console, if the system is in UNIX, enter the following commands:
eeprom output-device=screen
eeprom input-device=keyboard
eeprom ttyX-rts-dtr-off=true
eeprom ttyX-ignore-cd=false
/usr/sbin/shutdown -y -i6 -g0
where X is a or b.

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 Using the remote console

● At the remote console, if the system is in OpenBoot mode, enter the following
commands:
setenv output-device screen
setenv input-device keyboard
setenv ttyX-rts-dtr-off true
setenv ttyX-ignore-cd false
reset
where X is a or b.
The following occurs:
● The system begins to shut down.
● Shutdown, reset, and reboot messages appear on the remote console.
● When the system starts to come back up, the system boot diagnostics are displayed
on the local console.
● The login screen is displayed on the local console.
2. At the remote console, hang up the modem connection.
3. Log into the system as root at the local console.
4. To see what is on the ttyX port, enter:
/cms/install/bin/abcadm -k
5. Start a port monitor on ttyX by entering:
/cms/install/bin/abcadm -i -b 9600 ttyX
where X is a or b.

Method 2: from the local site

The onsite technician will use this procedure from the local site. Use this method only when
Method 1 will not work.

! CAUTION:
CAUTION: This method of redirecting the console port should only be done as a last resort.
This procedure resets the NVRAM defaults to the Sun factory settings.
To redirect control of the console port from the remote console back to the local console:
1. Cycle power on the Avaya CMS system.
2. As the computer begins to boot up, choose one of the following steps:
● For a Sun Blade system, press the power button twice. A prompt appears on the local
console.

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Troubleshooting

● For any platform that is not a Sun Blade system, press the Stop + N keys
simultaneously. Continue to press the Stop + N keys until a prompt appears on the
local console.
3. At the ok prompt, enter: boot
4. When the system boots up, log into the system as root at the local console.
5. To see what is on the ttya port, enter:
/cms/install/bin/abcadm -k
6. Start a port monitor on ttyX by entering:
/cms/install/bin/abcadm -i -b 9600 ttyX
where X is a or b.
The system displays the following message:

ttyX set to incoming port 9600 baud

7. See the appropriate hardware installation, maintenance, and troubleshooting book for
information on how to reset the NVRAM to the correct factory defaults.

Diagnosing dial-In access problems

This section describes the scenarios where the console is local and you are attempting to
dial-in. It often takes a person on-site to look at the dial-in access problems.
This section includes the following topics:
● No ringing and answered responses on page 242
● Answered and connected responses do not display on page 243
● Login prompt does not display on page 244
● Login prompt is scrambled on page 245
● Remote console port will not initialize on page 246

No ringing and answered responses

Problem:
You do not get the RINGING and ANSWERED responses displayed on the screen.

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 Diagnosing dial-In access problems

Solution:
Check the following:
● Port connectivity - Refer to the hardware installation document for your platform for more
details.
● Modem setup - Refer to the hardware installation document for your platform for more
details.
● Serial port administration - Refer to the hardware installation document for your platform
for more details.

Answered and connected responses do not display

Problem 1:
The remote dial-in does not get the Answered and Connected responses displayed on the
screen.

Solution:
At the on-site location, make sure the modem is on, and check the following cabling
connections:
● Phone line to the modem
● Modem to a serial port
Note:
Note: Port A for the Sun Fire, Sun Netra, and Sun Blade.

Problem 2:
The remote user gets Answered and Connected responses displayed on the screen, but
no login.

Solution:
1. Choose one of the following commands to make sure that a monitor is running:
● pmadm -l; sacadm -l
● /cms/install/bin/abcadm -k
2. If no port monitor is running, start a port monitor by entering:
/cms/install/bin/abcadm -i -b baud ttyX
where X is a or b.
3. If a port monitor is running, make sure that the port monitor is set up at the correct baud
rate relative to the local modem.

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Troubleshooting

● If the baud rate is not correct, remove the current port monitor and start a new port
monitor at the correct baud rate. Enter the following commands:
/cms/install/bin/abcadm -r ttyX
/cms/install/bin/abcadm -i -b baud ttyX
where X is a or b.
● If the port monitor is running and is at the correct baud rate, try to fix the problem by
disabling and enabling the port monitor. Enter the following commands:
pmadm -d -p ttymona -s ttyX
pmadm -e -p ttymona -s ttyX
where X is a or b.

Login prompt does not display

Problem:
The remote user gets Answered and Connected responses displayed on the screen, but
no login.

Solution:
1. Enter the following command:
sacadm -l
The system displays a message similar to the following example:

PMTAG PMTYPE FLGS RCNT STATUS COMMAND

ttymona ttymon - 0 NO_SAC /usr/lib/saf/
ttymon #Port monitor for ttya port
#

2. If NO_SAC displays in the STATUS column, do the following:

a. Enter:
ps -ef | grep sac
The system displays a message similar to the following example:

root 278 1 0 Jan 23 ? 0:00 /usr/lib/saf/sac -t 300

root 2440 2359 0 15:27:01 pts/2 0:00 grep sac

The first number listed in the first line of the display (278 in the example above) is the
process ID (PID) of the sac process.

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 Diagnosing dial-In access problems

b. Kill the sac process by entering:

kill -9 pid
where pid is the process ID of sac.
Example:
To kill the sac process shown in a., above, you would enter:
kill -9 278
3. Verify that a port monitor is running by entering:
pmadm -l
The system displays the following message:

cms2# pmadm -l
PMTAG PMTYPE SVCTAG FLGS ID
<PMSPECIFIC>
ttymona ttymon ttya u root /dev/
term/a b - /usr/bin/login - n9600 ldterm,ttcompat login: Port
monitor disabled - n #CMS ttya port device
#

4. Check the baud rate of the port monitor (n9600 in the example above) to make sure it is
the same rate as the local modem.
5. If the baud rate is correct, go to Step 6. If the baud rate is incorrect, start a new port
monitor at the correct baud rate by entering:
/cms/install/bin/abcadm -i -b baud ttyX
where X is a or b.
6. If the port monitor is running and is at the correct baud rate, try to fix the problem by
disabling and then reenabling the port monitor. Enter the following commands:
pmadm -d -p ttymona -s ttyX /* disables */
pmadm -e -p ttymona -s ttyX /* reenables */
where X is a or b.

Login prompt is scrambled

Problem:
The dial-in gives you scrambled characters instead of a login prompt.

Solution 1:
Try pressing a few keys to see if the problem corrects itself.

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Solution 2:
If the dial-in continues to display scrambled characters instead of a login prompt, check the
baud rate of the remote console by doing the following:
1. Have an on-site person run the following command:
/cms/install/bin/abcadm -k
2. Make sure the baud rate is consistent with the modem connected on-site and the modem
and console at the remote site.
3. If there is a baud rate inconsistency on-site, reconfigure the machine with the appropriate
baud rate for the modem with the following command:
/cms/install/bin/abcadm -c -b baud ttyX
where X is a or b.
The system reboots.
4. If there is a baud rate inconsistency with the remote site, reconfigure the remote site and
redial.

Solution 3:
If the dial-in continues to display garbage characters instead of a login prompt, set the console
back to local by switching to the local console via the OpenBoot method. See Using the remote
console on page 235 for details.

Remote console port will not initialize

Problem:
The remote console port will not initialize for dialing in or dialing out.

Solution:
1. Enter:
sacadm -l
If the system status reports NO_SAC, the port is not working properly.
2. Enter:
/cms/install/bin/abcadm -i -b 9600 ttyX
where X is a or b.
This should initialize the port. If the port does not initialize, continue with Step 3.

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 Booting Solaris into single-user mode

3. Enter:
/cms/install/bin/abcadm -r ttyX
where X is a or b.
This removes the port administration.
4. Enter:
ps -ef | grep sac
This finds any SAC processes that are running. If any processes are found, continue with
Step 5. Otherwise, continue with Step 6.
5. Enter:
kill -9 pid
Use this command to kill any SAC processes still running. Process numbers are
represented by pid.
6. Enter:
/usr/lib/saf/sac -t 300
SAC restarts.
7. Enter:
sacadm -l
Confirm that SAC is running. The system should show ENABLED.
8. Enter:
/cms/install/bin/abcadm -i -b 9600 ttyX
where X is a or b.
This should initialize the port.

Booting Solaris into single-user mode

This section describes how to place Solaris into single-user mode.
To boot Solaris into single user mode:
1. Log into the system through the remote console interface.
2. At the remote console, enter:
/usr/sbin/shutdown -y -is -g0

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Troubleshooting

Note:
Note: The system will not successfully enter single-user mode if you execute the
shutdown command from the local console while the console is redirected.
When this occurs, the local console will not respond if you try to enter data. The
remote console will also be unresponsive.
To recover from the situation, put the system into single-user mode by performing the
following procedure:
a. Select a new window on the local console.
b. In the new window, enter:
/usr/sbin/shutdown -y -i0 -g0
c. On the remote console, enter:
boot -s

Common problems using the CD-ROM drive

Use the following procedures if you experience problems with the CD-ROM drive.
This section includes the following topics:
● Verifying that the system can read a CD-ROM on page 248
● CD-ROM drive cannot be mounted on page 249
● CD-ROM drive fails to open on page 249

Verifying that the system can read a CD-ROM

To verify that the system can read a CD-ROM disc:
● Enter:
mount
The system displays a list of devices and file systems currently mounted. The last line
displayed must show the CD-ROM drive and the CD-ROM disc name.
An example of a /cdrom/CD_ROMname message is:

/cdrom/CD_ROMname on /vol/dev/dsk/c0t2d0/CD_ROMname read only/nosuid/

maplcase/noglobal/rr/traildot/dev=16c0001 on current date and time

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CD-ROM drive cannot be mounted

If the CD-ROM drive does not respond to the mount command, the driver pointers may have
been altered by the preceding cpio command.
To repair the driver pointers:
1. Restart the initial operating system installation.
2. When you reach the “Restore the CMSADM Backup” step, add the following to the cpio
command:
“/dev*” “/dev*/*”
3. Continue with the installation as you normally would.

CD-ROM drive fails to open

If the CD-ROM drive fails to open when you press the eject button:
● Enter:
eject cdrom
Note:
Note: If the CD-ROM drive still will not open, use the pwd command to verify that you
are not currently in /cdrom. If you are, cd to / and repeat the eject cdrom
command.

Using the luxadm command

The luxadm command can be used to manage the FC-AL disk drives in Sun Fire systems. The
luxadm command allows you to:
● Query the system for the world wide number (WWN) of a disk drive
● Remove and add disks without turning off the system
This section includes the following topics:
● Displaying disk WWN numbers on a Sun Fire on page 250
● Removing a disk with the luxadm command on page 252
● Adding a disk with the luxadm command on page 253

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Displaying disk WWN numbers on a Sun Fire

To display the WWN number of a disk drive on a Sun Fire:
1. Enter:
cd /
2. Enter:
luxadm probe
The system displays the name of the fiber channel loop.
Example:

Found Enclosure:
SUNWGS INT FCBPL Name:FCloop Node WWN:508002000017d2b0 Logical
Path:/dev/es/ses1

3. Record the name of the fiber channel loop.

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 Using the luxadm command

4. Enter:
luxadm display loop_name
where loop_name is the name of the fiber channel loop.
Example:
luxadm display FCloop
The system displays the slot and WWN number for every disk in the system.
Example:

SUNWGS INT FCBPL

DISK STATUS
SLOT DISKS (Node WWN)
0 On (O.K.) 20000004cf4cf5c1
1 On (O.K.) 20000004cf4cf448
2 On (O.K.) 20000004cf4cf2d8
3 On (O.K.) 20000004cf4cf51d
4 On (O.K.) 20000004cf4cf541
5 On (O.K.) 20000004cf4cbef1
6 On (Login failed)
7 On (Login failed)
8 On (Login failed)
9 On (Login failed)
10 On (Login failed)
11 On (Login failed)
SUBSYSTEM STATUS
FW Revision:9222 Box ID:0
Node WWN:508002000017d2b0 Enclosure Name:FCloop
SSC100's - 0=Base Bkpln, 1=Base LoopB, 2=Exp Bkpln, 3=Exp LoopB
SSC100 #0: O.K.(9222/ 120A)
SSC100 #1: O.K.(9222/ 120A)
SSC100 #2: Not Installed
SSC100 #3: Not Installed
Temperature Sensors - 0 Base, 1 Expansion
0:27ºC
1Not Installed
Default Language is USA English, ASCII

Note:
Note: The system displays a warning if a problem is detected with any of the disk
drives.
5. Record the faulty disk number.

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Removing a disk with the luxadm command

To remove a disk from a Sun Fire system:
1. Determine which disk device is faulty. For more information, see Identifying a faulty disk on
page 191.
2. Determine the WWN number and location of the faulty disk. For more information about
displaying WWN numbers with the luxadm command, see Displaying disk WWN numbers
on a Sun Fire on page 250.
3. Enter:
luxadm remove loop_name,snumber
where loop_name is the name of the fiber channel loop, and
where number is the slot number for the disk drive.
Example:
luxadm remove FCloop,s0
The system displays a message similar to the following:

WARNING!!! Please ensure that no filesystems are mounted on these device(s).

All data on these devices should have been backed up.

The list of devices which will be removed is:

1: Device name: 2000002037f8a684
Node WWN: 2000002037f8a684
Device Type:Disk device
Device Paths:
/dev/rdsk/c2t6d0s2

Please verify the above list of devices and

then enter 'c' or <CR> to Continue or 'q' to Quit. [Default: c]:

4. Verify that the disk you want to remove is displayed.

Note:
Note: The system may display a device is busy message. If the system displays this
message, verify that the correct device is being removed. Repeat the luxadm
remove command with a -F option. For example, enter:
luxadm remove -F FCloop,s0
5. Choose one of the following steps:
● If the correct device is displayed, enter: c

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● If the correct device is not displayed, enter: q

If you removed the device, the system displays a message similar to the following:

stopping: /dev/rdsk/c2t6d0s2....Done
offlining: /dev/rdsk/c2t6d0s2....Done

Hit <Return> after removing the device(s).

Note:
Note: If the system is a Sun Fire, an amber LED will light when the disk can be safely
removed.

! Important:
Important: Do not insert the replacement disk. (You will be instructed when to insert the
replacement disk in Adding a disk with the luxadm command on page 253.)
6. Physically remove the faulty disk from the system.
Note:
Note: For more information about removing a disk drive, see the appropriate hardware
installation, maintenance and troubleshooting book for your platform.
7. Press Enter.
The system displays a message similar to the following:

Device: /dev/rdsk/c2t6d0s2

Logical Nodes being removed under /dev/dsk/ and /dev/rdsk:

c2t6d0s0
c2t6d0s1
c2t6d0s2
c2t6d0s3
c2t6d0s4
c2t6d0s5
c2t6d0s6
c2t6d0s7

Adding a disk with the luxadm command

To add a disk to a Sun Fire system:
1. Enter:
luxadm insert
The system displays the following message:

Please hit <RETURN> when you have finished adding Fibre Channel Enclosure(s)/
Device(s):

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Troubleshooting

2. Insert the new disk.

3. Press Enter.
The system displays a message similar to the following:

Waiting for Loop Initialization to complete...

New Logical Nodes under /dev/dsk and /dev/rdsk :
c2t6d0s0
c2t6d0s1
c2t6d0s2
c2t6d0s3
c2t6d0s4
c2t6d0s5
c2t6d0s6
c2t6d0s7
No new enclosure(s) were added!!

Note:
Note: Ignore the message, “No new enclosure(s) were added!!”.
4. Verify that there are no problems with the replacement disk. If any files that may interfere
with the system booting are present on a replacement boot disk, go to Cleaning up a
replacement boot disk on page 276.

Removing the Avaya CMS package fails

Problem:
If you exited the system when removing an Avaya CMS package (cms or /cms.2), you might
have:
● Logged in as cmssvc
● Switched users - su’d to root or root2
● Run cmssvc

Solution:
1. Log in directly as root or root2
2. Remove package(s) as instructed by the system.

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 Avaya CMS installation fails

Avaya CMS installation fails

If the Avaya CMS installation fails and the system displays the cannot add another
instance of CMS message, either the Avaya CMS package was not removed or the removal
was not completely successful.
To continue with the installation:
1. Enter:
pkgrm cms
2. Enter:
cd /
3. Restart the Avaya CMS installation.

CMSADM backup problems

If you receive an error message during a backup or recovery, refer to Common error
messages on page 283.
As the backup progresses, the program displays a series of dots, one dot per file, to indicate it is
writing files to tape. You may have a problem if you notice one of the following:
● Dots are not displaying (wait 10 minutes or longer to make certain the software is not just
copying a very large file).
● The tape is not spinning.
● The system has not displayed messages prompting you to change tapes or informing you
that the backup has completed.
Perform the following
● Clean the tape drive with the appropriate cleaning tape. It may be necessary to repeat this
process several times.
● If the tape drive is new, clean the drive several times with the appropriate cleaning tape
before use.
If you still encounter problems, call the National Customer Care Center or your product
representative.

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System messages
System messages can alert you to system problems, such as a device that is about to fail. By
default, many of the messages are displayed on the system console and are stored in
/var/adm.
To display system messages:
1. Enter:
dmesg
The system displays the most recent messages as shown in the following example:

Wed Feb 14 11:01:59 MST 2001

Feb 14 08:19:20 tern pseudo: [ID 129642 kern.info] pseudo-device: tod0
Feb 14 08:19:20 tern genunix: [ID 936769 kern.info] tod0 is /pseudo/tod@0
Feb 14 08:19:22 tern syslogd: going down on signal 15
...........
...........
...........
Feb 16 14:24:08 tern scsi: [ID 365881 kern.info] /pci@1f,0/pci@1/scsi@1,1/st@5,:
Feb 16 14:24:08 tern <HP DDS-4 DAT (Sun)>
Feb 16 14:24:08 tern scsi: [ID 193665 kern.info] st12 at glm1: target 5 lun 0
Feb 16 14:24:08 tern genunix: [ID 936769 kern.info] st12 is /pci@1f,0/pci@1/scs0
Feb 19 10:17:59 tern automountd[198]: [ID 784820 daemon.error] server cortex nog
Feb 19 10:18:27 tern last message repeated 6 times

The /var/adm directory contains several message files. The most recent messages are in
/var/adm/messages and in /var/adm/messages.0; the oldest are in /var/adm/messages.3.
Periodically a new file is created, and the messages.3 file is deleted, messages.2 is renamed
messages.3, messages.1 is renamed messages.2, and messages.0 is renamed messages.1.
The message files may contain not only system messages, but also crash dumps and other
data, which can cause /var/adm to grow quite large. To keep the directory to a reasonable size
and ensure that future crash dumps can be saved, you should remove unneeded files
periodically. You can automate the task by using crontab. See your Sun system documentation
for information on crontab.

Avaya CMS disk partition values

The following partition information is provided for troubleshooting purposes. In most cases, the
disk_space option will automatically partition the disks. For the disk partition values of older
CMS disks, see the appropriate hardware installation maintenance and troubleshooting guide.

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 Avaya CMS disk partition values

For information about supported disk models, see:

● Avaya CMS Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and
Troubleshooting
● Avaya CMS Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and
Troubleshooting
● Avaya CMS Sun Netra 210 Workstation Hardware Installation, Maintenance, and
Troubleshooting
This section includes the following topics:
● Boot disk values on page 257
● Data disk values on page 258
● Soft partitions on page 258

Boot disk values

The following boot disk information is for Avaya CMS R14 systems only.

Boot disk partition table

Disk slice 0 1 2 3 4 5 6 7

Boot disk slice / swap

name Leave Leave Leave Leave
1 2
overlap /cms blank blank blank blank
Alternate boot Leave Leave
disk slice name3 blank blank

Flag wm wu wm wm wm wm wm wm

Size in GB4 4.0 1.0 Leave 3.0 2.0 2.0 2.0

blank Remaining
disk space
Size in MB 4096 1024 Leave 3072 2048 2048 2048
blank
1. Do not change the slice 2 partition size or slice name. Occasionally the system displays the name of the
overlap partition as backup.
2. If you use the format command, leave slice 3 as unassigned.
3. Only mirrored systems will have an alternate boot device.
4. Some systems will automatically increase their partition size. Do not change the new partition size.

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Troubleshooting

Note:
Note: If the disk drive you are partitioning does not match the supported disk partition
values, you have a non-standard disk. Report the issue to technical support
personnel.

Data disk values

The following data disk information is for Avaya CMS R14 systems only.

Data disk partition table

Disk slice 0 1 2 3 4 5 6 7

Data disk slice Leave Leave overlap1 Leave Leave Leave Leave Leave
name blank blank blank blank blank blank blank

Flag wm wm wm wm wm wm wm wm

Size in GB2 2.0 2.0 Do not 2.0 2.0 2.0 2.0

change Remaining
Size in MB 2048 2048 2048 2048 2048 2048 disk space
1. Do not change the slice 2 partition size or slice name. Occasionally the system displays the name of the
overlap partition as backup.
2. Some systems will automatically increase their partition size. Do not change the new partition size.

Note:
Note: If the disk drive you are partitioning does not match the supported disk partition
values, you have a non-standard disk. Report the issue to technical support
personnel.

Soft partitions
Soft partitioning is managed through Solaris Volume Manager as metadevices on partition 7.
The soft partitions are automatically created through the disk_space option in the CMSSVC
menu. Disk sizes smaller than 12 GB do not require soft partitions so only 18 GB and larger
disks will contain any soft partitions.
This section includes the following topics:
● Numbering scheme for metadevices on page 259
● Soft partition setup on page 261

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 Avaya CMS disk partition values

Numbering scheme for metadevices

The metadevice numbering scheme is represented as dmnk.
● Where d designates a meta device.
● Where m is the numeric designation for the meta device.
- m = 1, 2, 3, 4, 5, or 6.
● Where nk is the number of the soft partition on the disk.
- n indicates the type of disk
- On a primary disk n = 0, 1, 2, 3, or 4
- On a mirror disk n = 5, 6, 7, 8, or 9
- k = 0, 1, 2, 3, 4, 5, 6, 7, 8, or 9.
Note:
Note: Disk sizes smaller than 18 GB do not require soft partitions.

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Troubleshooting

Examples:

Non-mirrored with 18-GB disks

Disk Slices 0 - Slice 7 meta devices

6 do not
1 contain d100 d101
(c0t0d0) soft
2 partitions d200 d201
(c0t1d0)
3 d300 d301
(c0t2d0)

Mirrored with 18-GB disks

Disk Slices 0 - Slice 7 meta devices

6 do not
Primary 1 contain d100 d101
(c0t0d0) soft
Mirror 1 partitions d150 d151
(c0t11d0)
Primary 2 d200 d201
(c0t1d0)
Mirror 2 d250 d251
(c0t12d0)
Primary 3 d300 d301
(c0t2d0)
Mirror 3 d350 d351
(c0t13d0)

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 Avaya CMS EEPROM settings

Soft partition setup

Soft partitions are placed only on slice 7, the following tables show how slice 7 is partitioned on
a boot and data disk. The disk space on slice 7 is added in 2 GB soft partitions. Any disk space
that is less than 2.0 GB is added as 256 MB soft partitions. Any remaining space that is less
than 256 MB is not added.

Examples of soft partitions on a boot disk

Metadevice dmn0 dmn1 dmn2 dmn3 dmn4

(dmnk)

18-GB 2.0 GB 256 MB 256 MB 256 MB

20-GB 2.0 GB 2.0 GB 256 MB 256 MB 256 MB

Examples of soft partitions on a data disk

Meta device dmn0 dmn1 dmn2 dmn3 dmn4 dmn5

(dmnk)

18-GB 2.0 GB 2.0 GB 256 MB 256 MB 256 MB

20-GB 2.0 GB 2.0 GB 2.0 GB 256 MB 256 MB 256 MB

Avaya CMS EEPROM settings

The following table contains the Avaya CMS EEPROM settings:
Note:
Note: Not all options are displayed for all Avaya CMS systems. In addition, some
options will show “data not available” messages. Ignore those options.

Option name Required setting

ansi-terminal? true
auto-boot? true
boot-command boot

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Option name Required setting

boot-device disk

If the system is mirrored:

“disk bootdevice2”
diag-device disk

If the system is mirrored:

“disk bootdevice2”
diag-level min
diag-switch? false
input-device keyboard
local-mac-address? true
output-device screen
scsi-initiator-id 7
ttya-ignore-cd false
ttya-rts-dtr-off true
ttyb-ignore-cd false
ttyb-rts-dtr-off true

Troubleshooting soft partitioning

Use the procedures in Troubleshooting soft partitioning to help determine any problems during
the creation of soft partitions.
Note:
Note: The screens in this section are representative of the typical output you would see
on your system. The screens will vary depending on the type of platform and
system configuration.

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 Troubleshooting soft partitioning

1. Determine if any soft partitions were set up by entering:

cat /cms/install/disk_mgr/mirror/softpartition
The system displays one of the following messages:
● For a non-mirrored system:

d100 2097152
d101 2097152
d102 262144
d103 262144
d104 262144
d105 262144
d200 2097152
d201 2097152
d202 2097152
d203 262144
d204 262144
d205 262144

● For a mirrored system:

d100 d150 2097152

d101 d151 2097152
d102 d152 262144
d103 d153 262144
d104 d154 262144
d200 d250 2097152
d201 d251 2097152
d202 d252 262144
d203 d253 262144
d204 d254 262144

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2. Verify that erroneous soft partitions were not created, and that all soft partitions on a
mirrored system are correctly matched up.
Example of an erroneous file:

d100 d150 2097152

d101 d151 2097152
d102 d152 262144
d103 d153 262144
d104 d154 262144
d200 d250 2097152
d201 d251 2097152
d202 d252 262144
d203 d253 262144
d204 d254 262144
d205 2097152
d206 2097152
d207 2097152
d203 262144
d300 262144
d301 262144

If errors are found, check the appropriate platform file for any inconsistencies (for example,
extra lines or characters). The platform files are found at
/cms/install/disk_mgr/mirror/platform
Where platform is the model of your Avaya CMS system.
3. Determine what metadevices exist by entering:
metastat -p
The system displays one of the following messages:
● For a non-mirrored system:

d2 -m d21 2
d21 1 1 c0t0d0s1
d100 -p c0t0d0s7 -o 1 -b 4194304
d101 -p c0t0d0s7 -o 4194306 -b 4194304
d102 -p c0t0d0s7 -o 8388611 -b 524288
d103 -p c0t0d0s7 -o 8912900 -b 524288
d104 -p c0t0d0s7 -o 9437189 -b 524288
d105 -p c0t0d0s7 -o 9961478 -b 524288
d200 -p c0t1d0s7 -o 1 -b 4194304
d201 -p c0t1d0s7 -o 4194306 -b 4194304
d202 -p c0t1d0s7 -o 8388611 -b 4194304
d203 -p c0t1d0s7 -o 12582916 -b 524288
d204 -p c0t1d0s7 -o 13107205 -b 524288
d205 -p c0t1d0s7 -o 13631494 -b 524288

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● For a mirrored system:

d1 -m d11 d12 1
d11 1 1 c0t0d0s0
d12 1 1 c0t2d0s0
d2 -m d21 d22 2
d21 1 1 c0t0d0s1
d22 1 1 c0t2d0s1
d3 -m d31 d32 1
d31 1 1 c0t0d0s3
d32 1 1 c0t2d0s3
d100 -p c0t0d0s7 -o 1 -b 4194304
d101 -p c0t0d0s7 -o 4194306 -b 4194304
d102 -p c0t0d0s7 -o 8388611 -b 524288
d103 -p c0t0d0s7 -o 8912900 -b 524288
d104 -p c0t0d0s7 -o 9437189 -b 524288
d150 -p c0t2d0s7 -o 1 -b 4194304
d151 -p c0t2d0s7 -o 4194306 -b 4194304
d152 -p c0t2d0s7 -o 8388611 -b 524288
d153 -p c0t2d0s7 -o 8912900 -b 524288
d154 -p c0t2d0s7 -o 9437189 -b 524288
d200 -p c1t0d0s7 -o 1 -b 4194304
d201 -p c1t0d0s7 -o 4194306 -b 4194304
d202 -p c1t0d0s7 -o 8388611 -b 524288
d203 -p c1t0d0s7 -o 8912900 -b 524288
d204 -p c1t0d0s7 -o 9437189 -b 524288
d250 -p c1t2d0s7 -o 1 -b 4194304
d251 -p c1t2d0s7 -o 4194306 -b 4194304
d252 -p c1t2d0s7 -o 8388611 -b 524288
d253 -p c1t2d0s7 -o 8912900 -b 524288
d254 -p c1t2d0s7 -o 9437189 -b 524288

4. Verify that the system recognizes all the soft partitions as metadevices.
5. Determine what metadevices are in use by entering the following commands:
. /opt/informix/bin/setenv
onstat -d | egrep “MD” | more
The system displays one of the following messages:
Note:
Note: The 2 GB partitions are configured as eight 256 MB chunks.

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● For a non-mirrored system:

cc18a28 166 4 0 1000000 999997 PO- /dev/md/rdsk/d100

cc18b98 167 7 128000 128000 127997 PO- /dev/md/rdsk/d101
cc18d08 168 7 0 128000 127997 PO- /dev/md/rdsk/d101
cc18e78 169 33 256000 128000 127997 PO- /dev/md/rdsk/d101
cc19018 170 33 384000 128000 127997 PO- /dev/md/rdsk/d101
cc19188 171 7 512000 128000 127997 PO- /dev/md/rdsk/d101
cc192f8 172 7 640000 128000 127997 PO- /dev/md/rdsk/d101
cc19468 173 7 768000 128000 127997 PO- /dev/md/rdsk/d101
cc195d8 174 7 896000 128000 127997 PO- /dev/md/rdsk/d101
cc19748 175 7 0 128000 127997 PO- /dev/md/rdsk/d102
cc198b8 176 7 0 128000 127997 PO- /dev/md/rdsk/d103
cc19a28 177 7 0 128000 127997 PO- /dev/md/rdsk/d104
cc19b98 178 7 0 128000 127997 PO- /dev/md/rdsk/d105
cc19d08 179 7 0 128000 127997 PO- /dev/md/rdsk/d200
cc19e78 180 7 128000 128000 127997 PO- /dev/md/rdsk/d200
cc1a018 181 7 256000 128000 127997 PO- /dev/md/rdsk/d200
cc1a188 182 7 384000 128000 127997 PO- /dev/md/rdsk/d200
cc1a2f8 183 7 512000 128000 127997 PO- /dev/md/rdsk/d200
cc1a468 184 7 640000 128000 127997 PO- /dev/md/rdsk/d200
cc1a5d8 185 7 768000 128000 127997 PO- /dev/md/rdsk/d200
cc1a748 186 7 896000 128000 127997 PO- /dev/md/rdsk/d200
cc1a8b8 187 7 0 128000 127997 PO- /dev/md/rdsk/d201
cc1aa28 188 7 128000 128000 127997 PO- /dev/md/rdsk/d201
cc1ab98 189 7 256000 128000 127997 PO- /dev/md/rdsk/d201
cc1ad08 190 7 384000 128000 127997 PO- /dev/md/rdsk/d201
cc1ae78 191 7 512000 128000 127997 PO- /dev/md/rdsk/d201
cc1b018 192 7 640000 128000 127997 PO- /dev/md/rdsk/d201
cc1b188 193 7 768000 128000 127997 PO- /dev/md/rdsk/d201
cc1b2f8 194 7 896000 128000 127997 PO- /dev/md/rdsk/d201
cc1b468 195 7 0 128000 127997 PO- /dev/md/rdsk/d202
cc1b5d8 196 7 128000 128000 127997 PO- /dev/md/rdsk/d202
cc1b748 197 7 256000 128000 127997 PO- /dev/md/rdsk/d202
cc1b8b8 198 7 384000 128000 127997 PO- /dev/md/rdsk/d202
cc1ba28 199 7 512000 128000 127997 PO- /dev/md/rdsk/d202
cc1bb98 200 7 640000 128000 127997 PO- /dev/md/rdsk/d202
cc1bd08 201 7 768000 128000 127997 PO- /dev/md/rdsk/d202
cc1be78 202 7 896000 128000 127997 PO- /dev/md/rdsk/d202
cc1f018 203 7 0 128000 127997 PO- /dev/md/rdsk/d203
cc1f188 204 7 0 128000 127997 PO- /dev/md/rdsk/d204
cc1f2f8 205 7 0 128000 127997 PO- /dev/md/rdsk/d205

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● For a mirrored system:

cc02a28 34 10 384000 128000 127997 PO- /dev/md/rdsk/d200

cc142f8 34 10 384000 128000 0 MO- /dev/md/rdsk/d250
cc02b98 35 10 256000 128000 127997 PO- /dev/md/rdsk/d201
cc14468 35 10 256000 128000 0 MO- /dev/md/rdsk/d251
cc02d08 36 10 512000 128000 127997 PO- /dev/md/rdsk/d201
cc145d8 36 10 512000 128000 0 MO- /dev/md/rdsk/d251
cc02e78 37 10 128000 128000 127997 PO- /dev/md/rdsk/d200
cc14748 37 10 128000 128000 0 MO- /dev/md/rdsk/d250
cc03018 38 10 768000 128000 127997 PO- /dev/md/rdsk/d200
cc148b8 38 10 768000 128000 0 MO- /dev/md/rdsk/d250
cc03188 39 10 512000 128000 127997 PO- /dev/md/rdsk/d200
cc14a28 39 10 512000 128000 0 MO- /dev/md/rdsk/d250
cc032f8 40 10 640000 128000 127997 PO- /dev/md/rdsk/d201
cc14b98 40 10 640000 128000 0 MO- /dev/md/rdsk/d251
cc03468 41 10 768000 128000 127997 PO- /dev/md/rdsk/d201
cc14d08 41 10 768000 128000 0 MO- /dev/md/rdsk/d251
.....................
.....................
.....................
cc15e78 53 9 640000 128000 0 MO- /dev/md/rdsk/d151
cc04748 54 8 0 128000 119977 PO- /dev/md/rdsk/d101
cc16018 54 8 0 128000 0 MO- /dev/md/rdsk/d151
cc048b8 55 8 512000 128000 127997 PO- /dev/md/rdsk/d101
cc16188 55 8 512000 128000 0 MO- /dev/md/rdsk/d151
cc04a28 56 9 768000 128000 127997 PO- /dev/md/rdsk/d101
cc162f8 56 9 768000 128000 0 MO- /dev/md/rdsk/d151
cc04b98 57 9 896000 128000 127997 PO- /dev/md/rdsk/d101
cc16468 57 9 896000 128000 0 MO- /dev/md/rdsk/d151
cc04d08 58 9 0 128000 127997 PO- /dev/md/rdsk/d102
cc165d8 58 9 0 128000 0 MO- /dev/md/rdsk/d152
cc04e78 59 8 128000 128000 127997 PO- /dev/md/rdsk/d101
cc16748 59 8 128000 128000 0 MO- /dev/md/rdsk/d151
cc05018 60 9 0 128000 127997 PO- /dev/md/rdsk/d104
cc168b8 60 9 0 128000 0 MO- /dev/md/rdsk/d154
cc05188 61 9 0 128000 127997 PO- /dev/md/rdsk/d103
cc16a28 61 9 0 128000 0 MO- /dev/md/rdsk/d153
cc05b98 68 10 0 128000 127997 PO- /dev/md/rdsk/d202
cc1a468 68 10 0 128000 0 MO- /dev/md/rdsk/d252
cc05d08 69 10 0 128000 127997 PO- /dev/md/rdsk/d203
cc1a5d8 69 10 0 128000 0 MO- /dev/md/rdsk/d253
cc0c8b8 110 10 0 128000 127997 PO- /dev/md/rdsk/d200
cc1e188 110 10 0 128000 0 MO- /dev/md/rdsk/d250

Note:
Note: On a non-mirrored system, d100 is assigned to dbtemp. On a mirrored system
d100 and d150 are assigned to dbtemp.
6. Verify that IDS recognizes all the soft partitions.

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Troubleshooting

7. The metastat command will not always detect a problem with soft partition metadevices.
Enter:
dd if=/dev/md/dsk/dXXX of=/dev/null count=10
where dXXX is the soft partition metadevice name.
If there are problems with the soft partition, the system displays a message similar to the
following:

dd: /dev/md/dsk/d204: open: I/O error

If there are no problems with the soft partition, the system displays a message similar to
the following:

10+0 records in
10+0 records out

About mirrored systems

The Avaya CMS system allows you to build a hard disk system containing two complete sets of
data. Having such data redundancy greatly reduces the risk of data loss should a disk drive fail
or your system crash.
While mirrors greatly reduce the risk of losing data, they are not meant to be a substitute for
regular backups. Data can still become corrupt, and the corruption is then duplicated on the
mirror. Mirrored systems must be backed up just as often as unmirrored systems.
This section includes the following topics:
● How Avaya CMS implements mirroring on page 268
● Mirroring through Informix on page 269
● Mirroring through Solaris Volume Manager on page 270

How Avaya CMS implements mirroring

Avaya CMS disk mirroring is done by using a combination of the Solaris Volume Manager
software and Informix software. The Solaris Volume Manager software is used to mirror the
root, /cms, and swap partitions. The remaining data is mirrored through Informix.

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 About mirrored systems

Mirroring through Informix

Chunks
A chunk is a unit of physical disk space used to store database data that is managed by IDS.

Dbspace
A dbspace is a logical unit that overlays the chunks. A dbspace can consist of one or more
chunks.
An Avaya CMS system contains the following dbspaces:
● rootdbs
● physdbs
● logdbs
● dbtemp
● aasdbs
● cmsdbs
● freedbs
● acd1 through acd26

Cooked disk space

Cooked disk space contains regular operating system files. These files are organized and
managed by the Solaris operating system. On an Avaya CMS system, the root, /cms, and swap
partitions are cooked partitions. All other partitions are raw.

Raw disk space

Raw disk space contains data that is organized and managed by Informix, not the Solaris
operating system.

Mirroring
When mirroring is initiated on an Avaya CMS system, Informix creates duplicate sets of data on
the primary and mirror disks. All of the dbspaces and associated chunks are duplicated in their
exact relative position on the mirror disk.

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Troubleshooting

Mirroring through Solaris Volume Manager

State databases
The Solaris Volume Manager software tracks which disk partitions belong to which metadevices
in a state database. A state database stores information on disk about the state of your Solaris
Volume Manager configuration.
The state database consists of multiple copies of the basic database. The copies, referred to as
state database replicas, ensure that the data in the database is always valid. Multiple copies of
the state database will protect against data loss from single points-of-failure. The state database
tracks the location and status of all state database replicas.
The Solaris Volume Manager software cannot operate until you have created the state
database and its replicas. The software must have an operating state database.

Metadevices
A metadevice is a logical device that consists of a set of physical disk partitions. A system
controlled by the Solaris Volume Manager software can contain any number of metadevices.
The state database contains a record of which disk partitions belong to which metadevices.
Once a metadevice has been set up, the underlying slices can be accessed only through the
metadevice.

Mirrors
A mirror is a metadevice that can copy data from one metadevice to another. The metadevices
containing the data are called submirrors. The process of copying the data between submirrors
is called mirroring.

Slices
Solaris Volume Manager metadevices are built from slices (disk partitions). A system controlled
by Solaris Volume Manager might contain any number of metadevices, each of which may
comprise any combination of slices.

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 About mirrored systems

To implement disk mirroring, the system creates a metadevice d32 as a duplicate of d31. The
system then configures the two metadevices as submirrors of d3, as shown in the following
example:

/cms d31

c0t0d0s3 - Sun Blade

c1t0d0s3 - Sun Fire

d3

d32
c0t2d0s3 - Sun Blade
c1t3d0s3 - Sun Fire

In an Avaya CMS system with /cms mirrored, root is also mirrored. The root mirror is d1; its
submirrors are d11 and d12. If your Avaya CMS system is running Avaya CMS R14, your swap
partition is also mirrored. The swap mirror is d2; its submirrors are d21 and d22.
Avaya CMS supports only two-way mirrors. Disk concatenation is not supported.

Mirror layouts
Mirror layouts differ depending upon the hardware platform.
Note:
Note: A hard drive device name can be represented as cXtXdXsX.
- Where cX is the device controller number
- Where tX is the device target number
- Where dX is the device disk list number
- Where sX is the device partition slice number for the hard drive

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Mirror layout on a Sun Fire

mirror d1 mirror d2 mirror d3

(/ (root) filesystem) (swap partition) (/cms filesystem)

submirror submirror submirror submirror submirror submirror

d11 d12 d21 d22 d31 d32

c1t0d0s0 c1t3d0s0 c1t0d0s1 c1t3d0s1 c1t0d0s3 c1t3d0s3

Mirror layout on a Sun Blade

mirror d1 mirror d2 mirror d3

(/ (root) filesystem) (swap partition) (/cms filesystem)

submirror submirror submirror submirror submirror submirror

d11 d12 d21 d22 d31 d32

c0t0d0s0 c0t2d0s0 c0t0d0s1 c0t2d0s1 c0t0d0s3 c0t2d0s3

Mirror layout on a Sun Netra 210

mirror d1 mirror d2 mirror d3

(/ (root) filesystem) (swap partition) (/cms filesystem)

submirror submirror submirror submirror submirror submirror

d11 d12 d21 d22 d31 d32

c1t0d0s0 c1t1d0s0 c1t0d0s1 c1t1d0s1 c1t0d0s3 c1t1d0s3

Troubleshooting problems with disk drives

Use the procedures and tips in this section to help you identify and resolve problems with:
● Physical disks
● Metadevices
● /cms file system
This section includes the following topics:
● Excessively long resync on page 273
● Disk I/O problems on page 273

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 Troubleshooting problems with disk drives

● Checking metadevices on page 273

● Checking the /cms file system on page 274

Excessively long resync

When using metadetach and metattach to detach and then reattach a submirror, it may take a
long time-sometimes hours-for resync to complete. You cannot do any maintenance (adding or
replacing disks and so on) while the resync is in progress. That behavior is normal. Try again
later.

Disk I/O problems

Check the system console and the /var/adm/messages log for messages that indicate
problems with a specific hard disk.
If a disk is generating errors, it may need to be replaced. For procedures related to recovering
from disk crashes and replacing hard disk drives, see the following documents:
● Avaya CMS Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and
Troubleshooting
● Avaya CMS Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and
Troubleshooting
● Avaya CMS Sun Netra 210 Workstation Hardware Installation, Maintenance, and
Troubleshooting

Checking metadevices
To verify that a metadevice is set up properly, perform the following procedure:
1. Enter:
metastat
The system displays the following message:

d3: Concat/Stripe
Size: 1819440 blocks
Stripe 0:
Device Start Block Dbase
c0t3d0s3 0 No

2. Verify the metadevice setup by examining the response to the metastat command. You
are looking for two things:

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Troubleshooting

● All your disk drives must be accounted for. You can verify that by checking the Size
figure (it should roughly equal the total capacity of all your disks). Counting the number
of devices listed, there should be a Stripe section for every drive.
If some drives seem to be missing, check to make sure all the drives are plugged in
and turned on, and that each external drive has a unique target number.
● The device names must reflect the appropriate slice numbers. The slice numbers are
represented by the final two characters of the device name. A properly set-up /cms file
system uses slice 3 of the first internal disk, and slice 1 of all the remaining disk drives.
Consequently, the device name of the first internal disk drive must end in s3; all other
device names must end in s1.
3. The metastat command will not always detect a problem with soft partition metadevices.
Enter:
dd if=/dev/md/dsk/dXXX of=/dev/null count=10
where dXXX is the soft partition metadevice name.
If there are problems with the soft partition, the system displays a message similar to the
following:

dd: /dev/md/dsk/d204: open: I/O error

If there are no problems with the soft partition, the system displays a message similar to
the following:

10+0 records in
10+0 records out

Checking the /cms file system

To check the /cms file system for errors:
1. Log in as root.

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 Troubleshooting problems with disk drives

2. Enter the following:

vi /etc/vfstab
The system displays a message, that is similar to the following example:

#device device mount FS fsck mount mount

#to mount to fsck point type pass at boot options
#
#/dev/dsk/c1d0s2 /dev/rdsk/c1d0s2 /usr ufs 1 yes -
fd - /dev/fd fd - no -
/proc - /proc proc - no -
/dev/dsk/c0t3d0s4 - - swap - no -
/dev/dsk/c0t3d0s0 /dev/rdsk/c0t3d0s0 / ufs 1 no -
/dev/md/dsk/d3 /dev/md/rdsk/d3 /cms ufs 2 yes -

3. Add a pound sign (#) at the beginning of the /dev/md/dsk/d3 line. This “comments
out” that line.
4. Press Esc and enter:
:wq!
5. Enter:
init 6
The system reboots.
6. When the system is back up, log in as root.
7. Check the /cms file system by entering:
fsck -y /dev/md/rdsk/d3
The system displays a message, that is similar to the following example:

** /dev/md/rdsk/d3
** Last Mounted on /cms
** Phase 1 - Check Blocks and Sizes
** Phase 2 - Check Pathnames
** Phase 3 - Check Connectivity
** Phase 4 - Check Reference Counts
** Phase 5 - Check Cyl groups
1952 files, 156146 used, 698956 free (516 frags, 87305 blocks,
0.0% fragmentation)

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8. Enter:
vi /etc/vfstab
The system displays a message, that is similar to the following example:

#device device mount FS fsck mount mount

#to mount to fsck point type pass at boot options
#
#/dev/dsk/c1d0s2 /dev/rdsk/c1d0s2 /usr ufs 1 yes -
fd - /dev/fd fd - no -
/proc - /proc proc - no -
/dev/dsk/c0t3d0s4 - - swap - no -
/dev/dsk/c0t3d0s0 /dev/rdsk/c0t3d0s0 / ufs 1 no -
#/dev/md/dsk/d3 /dev/md/rdsk/d3 /cms ufs 2 yes -

9. Delete the pound sign (#) at the beginning of the /dev/md/dsk/d3 line. This
“uncomments” that line.
10. Press Esc, and enter:
:wq!
11. Enter:
mount /cms
The system mounts the Avaya CMS file system.
12. If you have trouble mounting /cms:
a. Verify that the /cms directory exists by entering:
ls -ld /cms
b. If /cms does not exist, enter the following command to create it:
mkdir /cms
c. Use the metastat command to determine the metadevice being used. Then verify
that the entry for /cms in the /etc/vfstab file is correct. If you find any errors, correct
them.

Cleaning up a replacement boot disk

If the failed disk is a boot disk, and there are any pre-installed files on the replacement disk that
might interfere with the system booting, perform the following procedure to clean up the
replacement disk:

! Important:
Important: If the system is booting off of a functioning boot disk, skip this procedure.

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 Cleaning up a replacement boot disk

1. Insert the Solaris disk 1 of 2 CD-ROM into the CD-ROM drive.

2. Enter the following command from the ok prompt:
boot cdrom -sw
3. Enable the Korn shell by entering:
stty erase Backspace
ksh -o vi
Note:
Note: The system will display Backspace as ^H. On some systems Backspace will
not work. If this is the case, substitute “^H” for Backspace.
4. Enter:
dd if=/dev/zero of=/dev/rdsk/cXtXd0s2 bs=128k
where cX is the device controller number, and
where tX is the device target number.

! Important:
Important: It could take up to an hour for this command to complete. Do not continue with
this procedure until the dd command completes.
5. Enter:
format
The system displays a list of disks.
6. Enter the option number for the appropriate disk.
The system prompts you to label the disk.
7. Enter: y
8. Enter:
partition
9. Enter:
print
10. Verify that the disk is partitioned correctly. See Avaya CMS disk partition values on
page 256 for more information.
11. Enter:
quit

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Troubleshooting

12. Install a file system on the disk by entering:

newfs /dev/rdsk/cXtXd0s0
where cX is the device controller number, and
where tX is the device target number.

newfs: Construct a new file system /dev/rdsk/cXtXd0s0: (y/n)?

13. Enter: y
14. Verify that there are no problems with the replacement disk.

Checking for disk recognition errors

Use these procedures to help you diagnose problems with unrecognized disk drives. This
procedure differs for the different hardware platforms.

! CAUTION:
CAUTION: Use this procedure only if the Solaris Volume Manager software indicates there is
a disk recognition error.
This section includes the following topics:
● Checking disk recognition errors on a Sun Blade on page 278
● Checking disk recognition errors on a Sun Netra on page 280
● Disk recognition errors on a Sun Fire on page 282

Checking disk recognition errors on a Sun Blade

To check for disk recognition errors:
1. Reboot the system with an init 0 command.
The system reboots and displays the ok prompt.
2. Turn off the system.
3. Turn on the system.
When you power on the system unit, the system begins to boot.
4. Interrupt the boot by pressing Stop + A.
The system displays the ok prompt.

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 Checking for disk recognition errors

5. Enter:
setenv auto-boot? false
This keeps the system from rebooting when you do a reset.
6. Enter:
reset-all
The system resets and responds with the ok prompt.
7. Verify that the system sees all IDE devices by entering:
probe-ide
The system displays a message that is similar to the following:

Device 0 ( Primary Master )

ATA Model: ST34342A

Device 1 ( Primary Slave )

Removeable ATAPI Model: CRD-8240B

Device 2 ( Secondary Master )

Not present

Device 3 ( Secondary Slave )

Not present

8. Verify that the system sees all SCSI devices by entering:

probe-scsi-all
The system displays a message that is similar to the following:

/pci@1f,0/pci@1/pci@5/scsi@2,1

/pci@1f,0/pci@1/pci@5/scsi@2,1
Target 0
Unit 0 Disk QUANTUM VK4550J SUN18G8610
Target 4
Unit 0 Removeable Tape HP C56P3A C005

9. Verify that all of the disk drives are recognized.

If the devices are still not recognized, see the appropriate hardware installation,
maintenance and troubleshooting book for more information.
10. When you have verified that the system is recognizing all of its disk drives, enter:
setenv auto-boot? true

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Troubleshooting

! CAUTION:
CAUTION: If you fail to enter this command, future reboots will stop at the boot prompt
instead of proceeding through the normal boot-up.
11. Enter:
boot -r
The system reboots.
12. Log in as root.

Checking disk recognition errors on a Sun Netra

To check for disk recognition errors:
1. Reboot the system with an init 0 command.
The system reboots and displays the ok prompt.
2. Turn off the system.
3. Turn on the system.
When you power on the system unit, the system begins to boot.
4. Interrupt the boot by pressing Stop + A.
The system displays the ok prompt.
5. Enter:
setenv auto-boot? false
This keeps the system from rebooting when you do a reset.
6. Enter:
reset-all
The system resets and responds with the ok prompt.

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 Checking for disk recognition errors

7. Verify that the system sees all IDE devices by entering:

probe-ide
The system displays a message that is similar to the following:

Device 0 ( Primary Master )

ATA Model: ST34342A

Device 1 ( Primary Slave )

Removeable ATAPI Model: CRD-8240B

Device 2 ( Secondary Master )

Not present

Device 3 ( Secondary Slave )

Not present

8. Verify that the system sees all SCSI devices by entering:

probe-scsi-all
The system displays a message that is similar to the following:

/pci@1f,0/pci@1/pci@5/scsi@2,1

/pci@1f,0/pci@1/pci@5/scsi@2,1
Target 0
Unit 0 Disk QUANTUM VK4550J SUN18G8610
Target 4
Unit 0 Removeable Tape HP C56P3A C005

9. Verify that all of the disk drives are recognized.

If the devices are still not recognized, see the appropriate hardware installation,
maintenance and troubleshooting book for more information.
10. When you have verified that the system is recognizing all of its disk drives, enter:
setenv auto-boot? true

! CAUTION:
CAUTION: If you fail to enter this command, future reboots will stop at the boot prompt
instead of proceeding through the normal boot-up.
11. Enter:
boot -r
The system reboots.
12. Log in as root.

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Troubleshooting

Disk recognition errors on a Sun Fire

To check for disk recognition errors:
1. Enter:
init 0
The system reboots and displays the ok prompt.
2. Turn off the system.
3. Turn on the system.
The system begins to boot.
4. Interrupt the boot by pressing Stop + A.
The system responds with the ok prompt.
5. Enter:
setenv auto-boot? false
This keeps the system from rebooting when you do a reset.
6. Enter:
reset-all
The system resets and responds with the ok prompt.
7. Verify that the system sees all SCSI devices by entering:
probe-scsi-all
The system verifies all available SCSI devices, and displays a message, that is similar to
the following example:

/iommu@f,e0000000/[email protected]/esp@3,200000
Target 1
Unit 0 Disk SEAGATE ST14801 SUN04246266 Copyright (C) 1991
Target 3
Unit 0 Disk SEAGATE ST14801 SUN04246266 Copyright (C) 1991
. . . . .
. . . . .
Target 6
Unit 0 Disk Removable Read Only Device SONY CD-ROM CDU-8012

8. Verify that all of the disk drives are recognized.

If the devices are still not recognized, see the appropriate hardware installation,
maintenance and troubleshooting book for more information.
9. When you have verified that the system recognizes all of its disk drives, enter:
setenv auto-boot? true

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 Common error messages

! CAUTION:
CAUTION: If you fail to enter this command, future reboots will stop at the boot prompt
instead of proceeding through the normal boot-up.
10. Enter:
boot -r
The system reboots.
11. Log in as root.

Common error messages

This section lists, in alphabetical order, common error messages you might encounter on an
Avaya CMS system. Each message is accompanied by its probable cause and the likely
solution.
● Device: devicename cannot be setup, or does not exist...
- Cause - The disk you are trying to attach is turned off, does not exist, or was removed
from the system.
- Resolution - Power-up the disk drive, or verify the correct name for the disk (Stop+A,
probe-scsi), or attach the disk to the system and reboot with a boot -r command from
the open boot prompt.
● Disk devicename already attached, exiting...
- Cause - You are trying to attach a disk that is already attached.
- Resolution - Verify the name of the disk by doing a Stop+A, probe-scsi-all. If it’s
an external disk, check the target number on the back of the drive. Consult the device
documentation.
● Error in creating UNIX login for user ’username’. The user may have
already had UNIX log...
- Cause - The user already has a UNIX system login in Avaya CMS.
- Resolution - If the user username already has a UNIX system login, ignore this
message. Otherwise, verify that this user can log on and report any problems to
Services.
● ERROR: Password aging cannot be implemented on systems using NIS,
NIS+ or LDAP.
- Cause - The system is using either NIS, NIS+ or LDAP.
- Resolution - Contact your network administrator. The passwords will have to be aged
from the server running the directory service.

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Troubleshooting

● Insufficient number of free blocks (#-of-blocks) in system name for

temporary database tables.
- Cause - The file system does not contain enough free blocks for Avaya CMS to create
the temporary tables needed for the migration.
- Resolution - Call services to resolve this situation.
● *** INTERNAL ERROR: contact services (error#, timestamp) ***
- Cause - An internal error occurred during processing of the table listed above this
message.
- Resolution - Contact services immediately. Do not remove the log file. Services needs
the errornum and time stamp to find more information in their error log.
● metadb: system: device: has a metadevice database replica
- Cause - There are already state database replicas existing on the indicated system
and device.
- Resolution - No action required.
● Request failed. See /cms/install/logdir/backup.log for more
information.
- Cause - The tape is improperly seated in the drive, or was removed from the drive
during the backup, or is write protected, or the medium is corrupted.
- Resolution - Check the console terminal. If you see a message like WARNING: ST01:
HA 0 TC 3 LU 0: Err 60503005 CMD 0000000A Sense Key 00000004 Ext Sense
00000000, the tape is corrupted. Discard it and replace it with a new tape.
Otherwise, remove the tape from the drive and make sure it is not write protected (the
black arrow in the upper left corner should be pointing away from “safe”).
Finally, reinsert the tape into the drive, making certain it is properly seated, and restart
the backup.
● UNRECOVERABLE ERROR READING TAPE, errno= Failed to open tape: no
entry in the device directory. Make sure the Maintenance: Backup/
Restore Devices screen has the correct Path.
- Cause - The program could not open the tape drive to read the Avaya CMS data.
- Resolution - Check that the specified tape drive is set up with the correct path in the
Maintenance: Backup/Restore Devices window. If you cannot resolve this
problem, contact services for additional help. You may have a tape drive hardware
problem or need a corrected tape device path.
● ** WARNING:** Only one user may run age_pw at one time.
- Cause - More than one person is attempting to use the passwd_age option in the
CMSADM menu.
- Resolution - Attempt to run the command after a few minutes have passed. If you still
receive the warning message, contact Avaya CMS services.

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 Common error messages with mirrored systems

● You must be root in order to run this command.

- Cause - Superuser privileges are necessary to run this script because most of the
commands are related to system administration.
- Resolution - Log in as the root user and rerun the command.

Common error messages with mirrored systems

This section lists, in alphabetical order, the messages commonly associated with disk mirroring
on an Avaya CMS system. Each message is accompanied by its probable cause and the likely
solution.
● /etc/system has been updated since the last reboot. CMS cannot run
without an up-to-date /etc/system file.
- Cause - /etc/system can change when a particular Solaris patch is applied to the
system or when state database replicas are removed and re-added during a boot disk
replacement.
- Resolution - Reboot the system.
● metadetach: systemname: d21: resync in progress
- Cause - You cannot detach a metadevice while a resync is in progress.
- Resolution - Try again later. To find out how far along the resync has progressed, enter
a metastat command.
● filename restored from filebackup
- Cause - The action failed, and the md.tab file was restored from the previous version.
Consequently, the configuration files reflect the previous system setup.
- Resolution - Determine the cause of the problem and try again.
● resync in progress
- Cause - The command entered cannot be executed because the mirrors are currently
being resynced.
- Resolution - Try again later. You can tell whether a resync is in progress by entering a
metastat command.
● stale databases
- Cause - The state database contains old information.
- Resolution - Recreate the database.
● syntax error
- Cause - The syntax and usage of the command may be incorrect.
- Resolution - Reenter the command, correcting syntax errors you have made.

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Troubleshooting

● The file filename could not be restored.

- Cause - The previous action failed, and the md.tab file or vfstab file could not be
copied back. The existing files may not accurately reflect the system environment.
- Resolution - Check the file and repair it if necessary.
● The /cms filesystem needs to be mounted
- Cause - /cms must be mounted for the command to work.
- Resolution - Mount /cms with the command:
mount /cms
● This command may hang the system if a Stop+A or halt command has
been executed. Please type reset-all to reset the system before
executing this command. Do you wish to continue?
- Resolution - Perform the following procedure:
a. Prevent the probe from continuing by entering:
N
b. Prevent the system from rebooting by entering:
setenv auto-boot? false
c. Enter:
reset-all
The reset may take a minute to complete. Once it does, you may do the
probe-scsi or probe-scsi-all and perform any other boot prom level
diagnostics.
d. Before you reboot again, enter:
setenv auto-boot? true
Failure to do so will cause the reboot to stop at the boot prompt.
● touch: /cms/db/unix_start cannot create
- Cause - A CMSADM backup was done when Avaya CMS was still running. An attempt
is made to restart Avaya CMS, but Avaya CMS files are not yet available.
- Resolution - No response required. The message will disappear after you have
restored and migrated Avaya CMS.
● Unbalanced configurations not supported.
- Cause - You tried to set up a system with an odd number of disk drives, or you tried to
add disks without having rebooted via a boot -r command.
- Resolution - If necessary, add another disk drive to make the drive count even. Then
reboot the system with boot -r.
● Warning: inode blocks/cyl group (230 >= data blocks (135) in lost
cylinder group. This implies 2160 sector(s) cannot be allocated.

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 Common error messages with mirrored systems

- Resolution - Some sectors will not be used by the filesystem. This is just a warning;
the filesystem should be fine.

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Troubleshooting

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Glossary

ACD See Automatic call distribution (ACD) on page 289.

Agent A person who answers calls to an extension in an ACD split. This person is
known to CMS by a login identification keyed into a voice terminal.
Agent skill The different types of calls a particular agent can handle. An agent can be
assigned up to four skills. These skills are assigned as either primary or
secondary skills. For more information, see Primary skill on page 292 or
Secondary skill on page 292.
Agent state A feature of agent call handling that allows agents to change their availability to
the system (for example, ACW, AVAIL, ACD).
Automatic call A switch feature. ACD is software that channels high-volume incoming call
distribution (ACD) traffic to agent groups (splits or skills).
Also an agent state where the extension is engaged in an ACD call (with the
agent either talking to the caller or the call waiting on hold).
Avaya Call A software product used by business customers that have a Lucent
Management Technologies telecommunications switch and receive a large volume of
System (CMS) telephone calls that are processed through the ACD feature of the switch.
Boot To load the system software into memory and start it running.
Call Vectoring A highly flexible method for processing ACD calls using Vector Directory
Numbers (VDNs) and vectors as processing points between trunk groups and
splits or skills. Call vectoring permits treatment of calls that is independent of
splits or skills.
CMS Call Management System. See Avaya Call Management System (CMS) on
page 289.
CMSADM menu The Call Management System Administration (CMSADM) menu allows a user
to administer features of CMS.
CMSADM file A backup that saves all the file systems on the machine which includes the
system backup Solaris operating system and programs, CMS programs and data, and
non-CMS data you place on the computer in addition to the CMS data.
CMSSVC menu The Call Management System Services (CMSSVC) menu allows support
personnel to manage CMS system services.
Common Desktop A desktop user interface for Solaris.
Environment
Configuration Configuration is the way that the computer is set up to allow for particular uses
or situations.

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Custom reports

Custom reports Real-time or historical reports that have been customized from standard reports
or created from original design.
Data collection off CMS is not collecting ACD data. If you turn off data collection, CMS will not
collect data on current call activity.
Data backup The backup that uses ON-Bar to backup the CMS Informix data. This is used
with the CMS LAN backup feature.
Database A group of files that store ACD data according to a specific time frame: current
and previous intrahour real-time data and intrahour, daily, weekly, and monthly
historical data.
Database item A name for a specific type of data stored in one of the CMS databases. A
database item may store ACD identifiers (split numbers or names, login IDs,
VDNs, and so on) or statistical data on ACD performance (number of ACD
calls, wait time for calls in queue, current states of individual agents, and so on).
Database tables Tables that CMS uses to collect, store, and retrieve ACD data. Standard CMS
items (database items) are names of columns in the CMS database tables.
Device The term used to refer to the peripheral itself; for example, a hard disk or a tape
drive. A peripheral is sometimes referred to as a subdevice or an Logical Unit
(LU).
EAD See Expert Agent Distribution (EAD) on page 290.
EAS See Expert Agent Selection (EAS) on page 290.
Error message An error message is a response from a program indicating that a problem has
arisen or something unexpected has happened, requiring your attention.
Ethernet A type of network hardware that allows communication between systems
connected directly together by transceiver taps, transceiver cables, and a
coaxial cable. Also implemented using twisted-pair telecommunications wire
and cable.
Ethernet address A unique number assigned to each system when it is manufactured. The
Ethernet address of your system is displayed on the banner screen that
appears when you power on your system.
Exception A type of activity on the ACD which falls outside of the limits the customer has
defined. An exceptional condition is defined in the CMS Exceptions subsystem,
and usually indicates abnormal or unacceptable performance on the ACD (by
agents, splits or skills, VDNs, vectors, trunks, or trunk groups).
Expert Agent A call queued for a skill will go to the most idle agent (primary skill agent).
Distribution (EAD) Agents who are idle and have secondary agent skills will receive the call
queued for a skill if there are no primary agents available.
Expert Agent An optional feature that bases call distribution on agent skill (such as language
Selection (EAS) capability). EAS matches the skills required to handle a call to an agent who
has at least one of the skills required.

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 Password

Forecast reports These reports display expected call traffic and agent or trunk group
requirements for the customer’s call center for a particular day or period in the
future.
Historical database Contains intrahour records for up to 62 days in the past, daily records for up to
5 years in the past, and weekly or monthly records for up to 10 years for each
CMS-measured agent, split or skill, trunk, trunk group, vector, and VDN.
Historical reports Reports that display past ACD data for various agent, split or skill, trunk, trunk
group, vector, or VDN activities.
Host computer A computer that is attached to a network and provides services other than
simply acting as a store-and-forward processor or communication switch.
Host name A name that you (or your system administrator) assign to your system unit to
uniquely identify it to the Solaris 9 operating system (and also to the network).
IDS See Informix Dynamic Server (IDS) on page 291.
Informix Dynamic A relational database management system used to organize CMS data. An
Server (IDS) add-on software package needed by CMS.
Interface A common boundary between two systems or pieces of equipment.
Link A transmitter-receiver channel or system that connects two locations.
Log in The process of gaining access to a system by entering a user name and,
optionally, a password.
Log out The process of exiting from a system.
Measured A term that means an ACD element (agent, split or skill, trunk, trunk group,
vector, VDN) has been identified to CMS for collection of data.
Multi-user mode A mode of CMS in which any administered CMS user can log into CMS. Data
continues to be collected if data collection is “on.”
Network address A unique number assigned to each system on a network, consisting of the
network number and the system number. Also known as Internet Address or
Internet Protocol (IP) address.
Non-volatile random A random access memory (RAM) system that holds its contents when external
access memory power is lost.
(NVRAM)
NVRAM See Non-volatile random access memory (NVRAM) on page 291.
Operating system The software that controls and allocates the resources, such as memory, disk
(OS) storage, and the screen display for the computer.
Partitions Sections of the hard disk that are used to store an operating system and data
files or programs. By dividing the disk into partitions, you can use the space
allocated in a more efficient and organized manner.
Password A character string that is associated with a user name. Provides security for a
user account. Desktop computers require you to type a password when you log
into the system, so that no unauthorized person can use your system.

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Port (I/O port)

Port (I/O port) A designation of the location of a circuit that provides an interface between the
system and lines and/or trunks.
Primary skill An agent will handle calls to many skills before calls to secondary skills.
Screen labeled key The first eight function keys at the top of the keyboard that correspond to the
(SLK) screen labels at the bottom of the terminal screen. The screen labels indicate
the function each key performs.
SCSI See Small computer system interface (SCSI) on page 292.
Secondary skill An agent will handle secondary skill calls after primary skill calls.
Serial asynchronous A card that provides access to eight serial ports by connecting to an eight-port
interface/PCI patch panel.
Single-user mode A CMS mode in which only one person can log into CMS. Data collection
continues if data collection is “on.” This mode is required to change some CMS
administration.
Skill In relationship to the call center, think of skill as a specific customer need or
requirement, or perhaps a business need of the call center.
SQL See Structured Query Language (SQL) on page 292.
Slot An electronic connection designed to receive a module or a printed circuit
board (such as a Single In-line Memory Module [SIMM] or a frame buffer
board).
Small computer A hardware interface that allows the connection of peripheral devices (such as
system interface hard disks, tape drives and CD-ROM drives) to a computer system.
(SCSI)
Soft partitions Solaris Volume Manager metadevices on partition 7 that allow disk sizes larger
than 14 GB to be fully utilized by CMS.
Split A group of extensions that receive special-purpose calls in an efficient,
cost-effective manner. Normally, calls to a split arrive over one or a few trunk
groups.
Storage device A hardware device that can receive data and retain it for subsequent retrieval.
Such devices cover a wide range of capacities and speeds of access.
Structured Query A language used to interrogate and process data in a relational database. SQL
Language (SQL) commands can be used to interactively work with a database or can be
embedded within a programming language to interface to a database.
Super-user A user with full access privileges on a system, unlike a regular user whose
access to files and accounts is limited.
Switch A private switch system providing voice-only or voice and data communications
services (including access to public and private networks) for a group of
terminals within a customer’s premises.
Syntax The format of a command line.
System A general term for a computer and its software and data.

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 Vector directory number (VDN)

System backup The backup that uses a storage manager to backup the UNIX files. This is used
with the CMS LAN backup feature.
Tape cartridge A magnetic piece of hardware that is used as a storage unit for data.
TCP/IP See Transmission control protocol/internet protocol (TCP/IP) on page 293.
Technical Service The Avaya organization that provides technical support for Avaya products.
Center (TSC)
TSC See Technical Service Center (TSC) on page 293.
Transmission A communications protocol that provides interworking between dissimilar
control protocol/ systems.
internet protocol
(TCP/IP)
Trunk A telephone line that carries calls between two switches, between a Central
Office (CO) and a switch, or between a CO and a phone.
Trunk group A group of trunks that are assigned the same dialing digits - either a phone
number or a Direct Inward Dialing (DID) prefix.
UNIX system The operating system on the computer on which CMS runs. Sun Microsystems
uses Solaris as its UNIX operating system.
User ID The login ID for a CMS user.
User name A combination of letters, and possibly numbers, that identifies a user to the
system.
VDN See Vector directory number (VDN) on page 293.
Vector A list of steps that process calls in a user-defined manner. The steps in a vector
can send calls to splits, play announcements and/or music, disconnect calls,
give calls a busy signal, or route calls to other destinations. Calls enter vector
processing by way of VDNs, which may have received calls from assigned
trunk groups, from other vectors, or from extensions connected to the switch.
Vector directory An extension number that is used in ACD software to permit calls to connect to
number (VDN) a vector for processing. A VDN is not assigned an equipment location; it is
assigned to a vector. A VDN can connect calls to a vector when the calls arrive
over an assigned automatic-in trunk group or when calls arrive over a
dial-repeating (DID) trunk group, and the final digits match the VDN. The VDN
by itself may be dialed to access the vector from any extension connected to
the switch.

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Vector directory number (VDN)

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 Index

Index

system . . . . . . . . . . . . . . . . . . . . 125
backup restoring without . . . . . . . . . . . . . 225
A boot device
ACD creating the alternate . . . . . . . . . . . . . . 38
creating . . . . . . . . . . . . . . . . . . . . 149 enabling the alternate . . . . . . . . . . . . . 189
defining . . . . . . . . . . . . . . . . . . . . 149 boot problems
removing . . . . . . . . . . . . . . . . . . . . 151 system fails to auto-boot . . . . . . . . . . . . 232
testing link . . . . . . . . . . . . . . . . . . . 133 booting Solaris into single-user mode . . . . . . . 247
acd_create . . . . . . . . . . . . . . . . . . . . 149
acd_remove . . . . . . . . . . . . . . . . . . . . 151
adding disk drives . . . . . . . . . . . . . . . . . 249 C
administer CD-ROM
remote console port . . . . . . . . . . . . . . . 113 drive does not mount . . . . . . . . . . . . . 248
switch LAN . . . . . . . . . . . . . . . . . . . 81 drive fails to open . . . . . . . . . . . . . . . 248
TCP/IP . . . . . . . . . . . . . . . . . . . . . 81 ejecting . . . . . . . . . . . . . . . . . . . . 248
terminals modems and printers . . . . . . . . . 155 changing
administration log . . . . . . . . . . . . . . . . . 71 date or time . . . . . . . . . . . . . . . . . . 172
Alarm Origination Manager checking
alarm test . . . . . . . . . . . . . . . . . . . 118 /cms file system . . . . . . . . . . . . . . . . 274
config file set up . . . . . . . . . . . . . . . . 116 CMSADM backup . . . . . . . . . . . . . . . 171
set up . . . . . . . . . . . . . . . . . . . . . 116 installed software packages . . . . . . . . . . 231
alternate boot device installed Solaris patches . . . . . . . . . . . . 178
creating . . . . . . . . . . . . . . . . . . . . 38 chkDisks . . . . . . . . . . . . . . . . . . . . . 190
enabling . . . . . . . . . . . . . . . . . . . . 189 chunks . . . . . . . . . . . . . . . . . . . . . . 269
NVRAM . . . . . . . . . . . . . . . . . . . . 40 CMS
testing . . . . . . . . . . . . . . . . . . . . . 134 administration menu . . . . . . . . . . . . . . 147
AOM . . . . . . . . . . . . . . . . . . . . . . . 116 authorizations . . . . . . . . . . . . . . . . . . 65
assigning customer passwords . . . . . . . . . . . 135 checking installed Solaris patches . . . . . . .178
auth_display . . . . . . . . . . . . . . . . . . . . 159 configuration . . . . . . . . . . . . . . . . .162
auth_set . . . . . . . . . . . . . . . . . . . . . . 160 data storage parameters . . . . . . . . . . . .
. 79
authorizations disk_space . . . . . . . . . . . . . . . . . .161
CMS . . . . . . . . . . . . . . . . . . . . . . 65 error logs . . . . . . . . . . . . . . . . . . .230
displaying . . . . . . . . . . . . . . . . . . . 159 installation fails . . . . . . . . . . . . . . . .255
EAS . . . . . . . . . . . . . . . . . . . . . . 65 installing patches . . . . . . . . . . . . . 164, 166
External Call History . . . . . . . . . . . . . . 65 maintenance backup . . . . . . . . . . . . . 167
Feature Packages . . . . . . . . . . . . . . . 65 passwords . . . . . . . . . . . . . . . . . . 135
graphics . . . . . . . . . . . . . . . . . . . . 65 patch installation . . . . . . . . . . . . . . . . 71
setting . . . . . . . . . . . . . . . . . . . . . 160 patches . . . . . . . . . . . . . . . . . . . . . 71
auto-boot failures . . . . . . . . . . . . . . . . . 232 patches, removing . . . . . . . . . . . . . . . 182
removal fails . . . . . . . . . . . . . . . . . 254
removing patches . . . . . . . . . . . . . 165, 166
B required software . . . . . . . . . . . . . . . . 20
back_all . . . . . . . . . . . . . . . . . . . . .
. 166 services menu . . . . . . . . . . . . . . . . 157
backing out a Solaris patch . . . . . . . . . . . .
. 178 set up . . . . . . . . . . . . . . . . . . . 86, 94
backup . . . . . . . . . . . . . . . . . . . . .
. 152 software installation . . . . . . . . . . . . . . . 64
CMS maintenance backup . . . . . . . . . .
. 167 Supplemental Services . . . . . . . . . . . . . 60
CMSADM . . . . . . . . . . . . . . . . 125, 167 testing . . . . . . . . . . . . . . . . . . . . 136
CMSADM checking . . . . . . . . . . . . . . . 171 turning on and off . . . . . . . . . . . . . 154, 161
CMSADM troubleshooting . . . . . . . . . . . . 255

Software Installation, Maintenance, and Troubleshooting Guide February 2007 295

Index

CMS patches swsetup . . . . . . . . . . . . . . . . . . . 163

installing . . . . . . . . . . . . . . . . . . . . 180 configure, CMS . . . . . . . . . . . . . . . . . . 162
listing available patches . . . . . . . . . . . . . 180 console, redirecting
listing installed patches . . . . . . . . . . . . . 180 in OpenBoot mode . . . . . . . . . . . . . . 239
requirements . . . . . . . . . . . . . . . . . . 179 with Solaris . . . . . . . . . . . . . . . . . . 236
CMS setup methods creating
from a terminal . . . . . . . . . . . . . . . . . 86 ACDs . . . . . . . . . . . . . . . . . . . . . 149
using a UNIX system flat file . . . . . . . . . . 94, 98 customer acceptance
CMSADM procedures . . . . . . . . . . . . . . . . . . 139
acd_create . . . . . . . . . . . . . . . . . . . 149 customer passwords . . . . . . . . . . . . . . . 135
acd_remove . . . . . . . . . . . . . . . . . . 151
administering modems terminals and printers . . . 155
backup . . . . . . . . . . . . . . . . 125, 152, 167 D
checking backup . . . . . . . . . . . . . . . . 171 data storage parameters
creating ACDs . . . . . . . . . . . . . . . . . 149 storage.def file . . . . . . . . . . . . . . . . . 79
file system backup . . . . . . . . . . . . . . . 152 vector.def file . . . . . . . . . . . . . . . . . . 79
installing packages . . . . . . . . . . . . . . . 153 date and time
menu . . . . . . . . . . . . . . . . . . . . . 147 checking . . . . . . . . . . . . . . . . . . . 128
passwd_age . . . . . . . . . . . . . . . . . . 155 dbspace . . . . . . . . . . . . . . . . . . . . . 269
pkg_install . . . . . . . . . . . . . . . . . . . 153 default router file . . . . . . . . . . . . . . . . . . 85
pkg_remove . . . . . . . . . . . . . . . 153, 154 defining a new ACD . . . . . . . . . . . . . . . 149
port_admin . . . . . . . . . . . . . . . . . . . 155 determining
removing ACDs . . . . . . . . . . . . . . . . . 151 CMS version . . . . . . . . . . . . . . . . . 228
removing packages . . . . . . . . . . . . 153, 154 devices, not recognized . . . . . . . . . . . . . . 228
restoring from full and incremental backup . . . . 198 dial-in access problems . . . . . . . . . . . . . . 242
restoring specific files . . . . . . . . . . . . . . 226 disk
run_cms . . . . . . . . . . . . . . . . . . . . 154 I/O problems . . . . . . . . . . . . . . . . . 273
run_ids . . . . . . . . . . . . . . . . . . . . . 154 recognition errors . . . . . . . . . . . . . . . 278
troubleshooting . . . . . . . . . . . . . . . . . 255 disk drives
CMSADM restore . . . . . . . . . . . . . . . . . 221 device alias . . . . . . . . . . . . . . . . . . . 40
CMSSVC resetting the device alias . . . . . . . . . . . . . 40
auth_display . . . . . . . . . . . . . . . . . . 159 disk failure
auth_set . . . . . . . . . . . . . . . . . . . . 160 recovery . . . . . . . . . . . . . . . . . . . . 211
back_all . . . . . . . . . . . . . . . . . . . . 166 disk space
changing switch options . . . . . . . . . . . . . 163 cooked . . . . . . . . . . . . . . . . . . . . 269
CMS raw . . . . . . . . . . . . . . . . . . . . . . 269
turning on and off . . . . . . . . . . . . . . 161 disk_space . . . . . . . . . . . . . . . . . . . . 161
disk_space . . . . . . . . . . . . . . . . . . . 161 displaying
displaying authorizations . . . . . . . . . . . . 159 switch options . . . . . . . . . . . . . . . . . 162
displaying switch options . . . . . . . . . . . . 162
IDS
turning on and off . . . . . . . . . . . . . . 161 E
installing patches . . . . . . . . . . . . . 164, 166
EAS . . . . . . . . . . . . . . . . . . . . . . . .65
load_all . . . . . . . . . . . . . . . . . . . . 166
editing /etc/defaultrouter file . . . . . . . . . . . . .85
menu . . . . . . . . . . . . . . . . . . . . . 157
editing /etc/hosts file . . . . . . . . . . . . . . . .82
patch_inst . . . . . . . . . . . . . . . . . . . 164
EEPROM parameters . . . . . . . . . . . . . . . .37
patch_rmv . . . . . . . . . . . . . . . . . . . 165
error logs . . . . . . . . . . . . . . . . . . . . 230
removing
error messages. . . . . . . . . . . . . . . . . . 283
CMS patches . . . . . . . . . . . . . . . . 166
External Call History
removing patches . . . . . . . . . . . . . . . . 165
authorize . . . . . . . . . . . . . . . . . . . . 65
run_cms . . . . . . . . . . . . . . . . . . . . 161
installing . . . . . . . . . . . . . . . . . . . 103
run_ids . . . . . . . . . . . . . . . . . . . . . 161
setting authorizations . . . . . . . . . . . . . . 160
setup . . . . . . . . . . . . . . . . . . . . . 162
swinfo . . . . . . . . . . . . . . . . . . . . . 162

296 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Index

F K
faulty disk Korn shell . . . . . . . . . . . . . . . . . . . . . 36
identifying . . . . . . . . . . . . . . . . . . . 191
Feature Packages . . . . . . . . . . . . . . . . . 103
External Call History . . . . . . . . . . . . . . 103 L
Forecasting . . . . . . . . . . . . . . . . . . 101 LAN . . . . . . . . . . . . . . . . . . . . . . . . 81
installing . . . . . . . . . . . . . . . . . . . . 101 link . . . . . . . . . . . . . . . . . . . . . . . 133
set authorizations . . . . . . . . . . . . . . . . 65 load_all . . . . . . . . . . . . . . . . . . . . . 166
file system backup . . . . . . . . . . . . . . . . . 152 local console . . . . . . . . . . . . . . . . . 132, 238
flat file luxadm command. . . . . . . . . . . . . . . . . 249
CMS setup . . . . . . . . . . . . . . . . . . . 94
Forecasting
authorize . . . . . . . . . . . . . . . . . . . . 65 M
installing . . . . . . . . . . . . . . . . . . . . 101
machine panics. . . . . . . . . . . . . . . . . . 233
maintenance
G backup . . . . . . . . . . . . . . . . . . . . 167
restore . . . . . . . . . . . . . . . . . . . . 196
Glossary . . . . . . . . . . . . . . . . . . . . . 289 metadevice
graphics . . . . . . . . . . . . . . . . . . . . . . 65 troubleshooting . . . . . . . . . . . . . . . . 273
metadevices . . . . . . . . . . . . . . . . . . . 270
mirror layouts . . . . . . . . . . . . . . . . . . 271
H mirrored system
hard drive partition values about . . . . . . . . . . . . . . . . . . . . . 268
boot disk . . . . . . . . . . . . . . . . . 257, 258 error messages . . . . . . . . . . . . . . . . 285
hardware, required . . . . . . . . . . . . . . . . . 110 Informix . . . . . . . . . . . . . . . . . . . . 269
helplines . . . . . . . . . . . . . . . . . . . . . 17 Volume Manager . . . . . . . . . . . . . . . 270
hosts file . . . . . . . . . . . . . . . . . . . . . 82 mirrors
layout . . . . . . . . . . . . . . . . . . . . . 271
required hardware . . . . . . . . . . . . . . . . 110
I missing devices . . . . . . . . . . . . . . . . . 228
identify down chunks . . . . . . . . . . . . . . . . 191
IDS . . . . . . . . . . . . . . . . . . . . . . . . 52
turning on and off . . . . . . . . . . . . . 154, 161 N
Informix network interface set up . . . . . . . . . . . . . . . 83
environment set up . . . . . . . . . . . . . . . 51 nohup command . . . . . . . . . . . . . . . . . . 36
IDS installation . . . . . . . . . . . . . . . . . 52 NVRAM . . . . . . . . . . . . . . . . . . . . . . 40
ILS installation . . . . . . . . . . . . . . . . . 56
initializing . . . . . . . . . . . . . . . . . . . 58
SDK . . . . . . . . . . . . . . . . . . . . . . 54 O
SQL installation . . . . . . . . . . . . . . . . . 51 ODBC installation. . . . . . . . . . . . . . . . . . 75
tunables . . . . . . . . . . . . . . . . . . . . 120 Open Database Connectivity . . . . . . . . . . . . 75
initializing OpenBoot mode
Informix IDS . . . . . . . . . . . . . . . . . . 58 redirecting the console . . . . . . . . . . . . . 239
installation related problems . . . . . . . . . . . . 227
checking installed Solaris patches . . . . . . . . 178
using pkgchk command . . . . . . . . . . . . . 231 P
installing
passwd_age . . . . . . . . . . . . . . . . . . . 155
CMS patches . . . . . . . . . . . . . . . 164, 166
password
External Call History . . . . . . . . . . . . . . 103
CMS . . . . . . . . . . . . . . . . . . . . . 135
Feature Packages . . . . . . . . . . . . . . . 103
customer . . . . . . . . . . . . . . . . . . . 135
Forecasting . . . . . . . . . . . . . . . . . . 101
password aging . . . . . . . . . . . . . . . . . 155
exclude file . . . . . . . . . . . . . . . . . . 183

Software Installation, Maintenance, and Troubleshooting Guide February 2007 297

Index

patch_inst . . . . . . . . . . . . . . . . . . . . . 164 resync problem . . . . . . . . . . . . . . . . . . 273

patch_rmv . . . . . . . . . . . . . . . . . . . . . 165 RSC . . . . . . . . . . . . . . . . . . . . . . . 136
patches run_cms . . . . . . . . . . . . . . . . . . . 154, 161
CMS . . . . . . . . . . . . . . . . . . . . . . 71 run_ids . . . . . . . . . . . . . . . . . . . 154, 161
installing CMS . . . . . . . . . . . . . . 166, 180
listing installed CMS . . . . . . . . . . . . . . 180
removing CMS . . . . . . . . . . . . . . 166, 182 S
requirements for CMS . . . . . . . . . . . . . . 179 SDK . . . . . . . . . . . . . . . . . . . . . . . . 54
Solaris . . . . . . . . . . . . . . . . . . . . . 174 set up
Solaris . . . . . . . . . . . . . . . . . . . . . 44 Alarm Origination Manager . . . . . . . . . . . . 116
pkg_install . . . . . . . . . . . . . . . . . . . . . 153 CMS . . . . . . . . . . . . . . . . . . . . 86, 94
pkg_remove . . . . . . . . . . . . . . . . . 153, 154 CMS authorizations . . . . . . . . . . . . . . . 65
pkgchk data storage parameters . . . . . . . . . . . . . 79
command . . . . . . . . . . . . . . . . . . . 231 Informix environment . . . . . . . . . . . . . . 51
errors . . . . . . . . . . . . . . . . . . . . . 231 LAN for switch connections . . . . . . . . . . . 81
port_admin . . . . . . . . . . . . . . . . . . . . 155 network interface . . . . . . . . . . . . . . . . 83
networking . . . . . . . . . . . . . . . . . . . 81
remote console . . . . . . . . . . . . . . . . . 112
R TCP/IP . . . . . . . . . . . . . . . . . . . . . 81
recognition errors on disk . . . . . . . . . . . . . . 278 Visual Vectors . . . . . . . . . . . . . . . . . 107
recognizing new hardware devices . . . . . . . . . 228 single-user mode . . . . . . . . . . . . . . . . . 247
recovering a system . . . . . . . . . . . . . . . . 211 slices . . . . . . . . . . . . . . . . . . . . . . 270
recovery procedures soft partitions . . . . . . . . . . . . . . . . . . . 258
NVRAM chip . . . . . . . . . . . . . . . . . . 40 software installation
redirect remote console port . . . . . . . 130, 132, 236 booting from the Solaris software CD-ROM . . . . 22
redirecting the console CMS . . . . . . . . . . . . . . . . . . . . 49, 64
in OpenBoot mode . . . . . . . . . . . . . . . 239 CMS patches . . . . . . . . . . . . . . . . 71, 180
with Solaris . . . . . . . . . . . . . . . . . . . 236 CMS Supplemental Services . . . . . . . . . . . 60
remote access port Feature Packages . . . . . . . . . . . . . . . 101
redirecting to local . . . . . . . . . . . . 132, 238 Informix IDS. . . . . . . . . . . . . . . . . . . 52
redirecting to remote . . . . . . . . . . . . . . 130 Informix software packages . . . . . . . . . . . 50
testing . . . . . . . . . . . . . . . . . . . . . 130 Informix SQL . . . . . . . . . . . . . . . . . . 51
remote console ODBC . . . . . . . . . . . . . . . . . . . . . 75
administering the port . . . . . . . . . . . . . . 113 Solaris . . . . . . . . . . . . . . . . . . . . . 21
redirecting the port . . . . . . . . . . 130, 132, 236 Solaris . . . . . . . . . . . . . . . . . . . . . 21
single-user mode . . . . . . . . . . . . . . . . 247 Solaris patches . . . . . . . . . . . . . . . 44, 174
using. . . . . . . . . . . . . . . . . . . 114, 235 Sun Online Validation Test Suite . . . . . . . . . 44
Remote System Control software . . . . . . . . . . 136 Visual Vectors . . . . . . . . . . . . . . . . . 107
removing software maintenance . . . . . . . . . . . . . . 147
ACDs . . . . . . . . . . . . . . . . . . . . . 151 Solaris
CMS package fails . . . . . . . . . . . . . . . 254 backing out a patch . . . . . . . . . . . . . . 178
feature packages . . . . . . . . . . . . . 153, 154 booting from CD-ROM . . . . . . . . . . . . . . 22
patches . . . . . . . . . . . . . . . . . . . . 165 checking installed patches . . . . . . . . . . . 178
removing disk drives . . . . . . . . . . . . . . . . 249 EEPROM parameters . . . . . . . . . . . . . . 37
restoring a system . . . . . . . . . . . . . . . . . 221 enabling Korn shell . . . . . . . . . . . . . . . 36
restoring data finalizing the installation . . . . . . . . . . . . . 34
disk failure . . . . . . . . . . . . . . . . 205, 211 identifying the system . . . . . . . . . . . . . . 23
disk replacement . . . . . . . . . . . . . 205, 211 installing . . . . . . . . . . . . . . . . . . . . 21
full and incremental backup . . . . . . . . . . . 198 opening a terminal window . . . . . . . . . . . . 36
maintenance backup . . . . . . . . . . . . . . 196 patches . . . . . . . . . . . . . . . . . . . 44, 174
specific files . . . . . . . . . . . . . . . . . . 226 redirecting the console . . . . . . . . . . . . . 236
without backup . . . . . . . . . . . . . . . . . 225 system activity recorder . . . . . . . . . . . . . 42

298 Software Installation, Maintenance, and Troubleshooting Guide February 2007

 Index

spatches, backing out . . . . . . . . . . . . . . . 178 pkgchk errors . . . . . . . . . . . . . . . . . 231

SQL installation . . . . . . . . . . . . . . . . . . 51 recognizing new hardware . . . . . . . . . . . 228
starting CMS . . . . . . . . . . . . . . . . 154, 161 soft partitions . . . . . . . . . . . . . . . . . 262
starting IDS . . . . . . . . . . . . . . . . . 154, 161 system fails to auto-boot . . . . . . . . . . . . 232
state databases . . . . . . . . . . . . . . . . . . 270 turnover system to customer . . . . . . . . . . . 127
stopping CMS . . . . . . . . . . . . . . . . 154, 161
stopping IDS. . . . . . . . . . . . . . . . . 154, 161
Sun Online Validation Test Suite (VTS) . . . . . . . 44 U
Supplemental Services installation . . . . . . . . . 60 upgrading a mirrored system . . . . . . . . . . . 194
swinfo . . . . . . . . . . . . . . . . . . . . . . . 162 using the remote console . . . . . . . . . . . . . 235
switch
link . . . . . . . . . . . . . . . . . . . . 81, 133
options . . . . . . . . . . . . . . . . . . 162, 163 V
setup . . . . . . . . . . . . . . . . . . . . . 163
TCP/IP . . . . . . . . . . . . . . . . . . . . . 81 verifying system date and time . . . . . . . . . . 128
Visual Vectors
swsetup . . . . . . . . . . . . . . . . . . . . . . 163
set up . . . . . . . . . . . . . . . . . . . . 107
system
start up . . . . . . . . . . . . . . . . . . . . . 119
backup . . . . . . . . . . . . . . . . . . . . . 125
VTS . . . . . . . . . . . . . . . . . . . . . . . . 44
checking date and time . . . . . . . . . . . . . 173
country and time zones . . . . . . . . . . . . . 173
date and time . . . . . . . . . . . . . 128, 172, 173
messages . . . . . . . . . . . . . . . . . . . 256
W
restoring specific files . . . . . . . . . . . . . . 226 WWN number . . . . . . . . . . . . . . . . . . 249
restoring without backup . . . . . . . . . . . . 225
system activity recorder . . . . . . . . . . . . . . 42
system fails to auto-boot . . . . . . . . . . . . . . 232
system fails to boot properly . . . . . . . . . . . . 247
system recovery . . . . . . . . . . . . . . . . . . 195

T
tape drives and cartridges . . . . . . . . . . . . . 169
TCP/IP . . . . . . . . . . . . . . . . . . . . . . 81
testing
ACD link . . . . . . . . . . . . . . . . . . . . 133
CMS software . . . . . . . . . . . . . . . . . 136
connection to TSC . . . . . . . . . . . . . . . 130
remote access port . . . . . . . . . . . . . . . 130
time zones . . . . . . . . . . . . . . . . . . . . 173
troubleshooting . . . . . . . . . . . . . . . . . . 227
/cms file system . . . . . . . . . . . . . . . . 274
CD-ROM drive . . . . . . . . . . . . . . . . . 248
checking installed software packages . . . . . . 231
CMS installation fails . . . . . . . . . . . . . . 255
CMSADM . . . . . . . . . . . . . . . . . . . 255
common error messages . . . . . . . . . . . . 283
dial-In access problems . . . . . . . . . . . . . 242
disk drives . . . . . . . . . . . . . . . . . . . 272
disk I/O problems . . . . . . . . . . . . . . . . 273
error logs . . . . . . . . . . . . . . . . . . . . 230
machine panics . . . . . . . . . . . . . . . . . 233
metadevices . . . . . . . . . . . . . . . . . . 273
mirroring error messages . . . . . . . . . . . . 285
no power on peripherals . . . . . . . . . . . . . 228
password aging . . . . . . . . . . . . . . . . . 229

Software Installation, Maintenance, and Troubleshooting Guide February 2007 299

Index

300 Software Installation, Maintenance, and Troubleshooting Guide February 2007