ccms server switch over guide

Installation and Maintenance Guide for the Standby Server 715

Pa r t 3

Switch over the servers

716 Contact Center Standby Server

Standard 10.12


C h a p t e r 7

Switch over to the Standby Server

In this chapter

Overview 718

Section A: Option One switchover 725

Section B: Option Two switchover 787

Section C: Restore the Primary Server to active mode 837


Switch over to the Standby Server Standard 10.12

Overview

A Warm Standby configuration ensures that the content of the Secondary Server

(standby mode) database mirrors the Primary Server (active mode) database.

When required, you can use the Secondary Server in place of the Primary server

to operate the Contact Center Manager Server application. When the Secondary

Server (standby mode) operates as the Secondary Server (active mode), it runs

the Contact Center Manager Server application, and its database is updated as

part of normal contact processing. To have the Secondary Server run the Contact

Center Manager Server application, you perform a switchover on the

Replication Server so that the Secondary Server (standby mode) becomes active

and transactions are copied from the Secondary Server (active mode) to the

Primary Server (standby mode).

You can switch over to the Secondary Server (standby mode) for the following

reasons:

1. The Primary Server requires maintenance, preventing it from running the

Contact Center Manager Server application.

2. The Primary Server has a hardware failure such as disk failure or memory

failure.

3. The Primary Server has a network failure.

4. You want to test your Secondary Server configuration.

ATTENTIONIn this chapter, the terms Active Server and Standby Server are

replaced with the terms Primary Server and Secondary Server.

This is due to the switching over of the active and standby

roles of the servers. The terms Primary Server and Secondary

Server refer to the physical servers, and do not change. These

labels are followed by the server state, either active mode or

standby mode, which does change.


January 2008 Switch over to the Standby Server

Switchover options

The two switchover options are as follows:

Option One—Option One switchover is invoked manually, or it is used in

conjunction with the Automatic Switchover option if it is enabled. This

option configures the Secondary Server for use and launches its Contact

Center Manager services without further user intervention.

Use Option One for Geographic Redundancy scenarios. You can also use

Option One for Campus Redundancy scenarios if you are updating Nortel

or third-party applications with the address of the Secondary Server, and

doing so does not involve significant overhead.

Option Two—Option Two switchover is invoked manually only. If you use

Option Two, you must change the computer name and Nortel server subnet

IP address on each server during switchover. The remaining steps are

automated. Use this method for Campus Redundancy scenarios where

updating Nortel or third-party applications with the address of the

Secondary Server involves significant overhead.

ATTENTIONIf you are using LinkPlexer, you must select Option 2 so that

the IP address and the computer name of the Active Contact

Center Manager Server, which coresides with the License

Manager in a nodal license environment, remains the same

after the switchover. If you do not select Option 2, you will

have to reconfigure LinkPlexer. For more information, see the

Nortel LinkPlexer Installation and Configuration Guide (297-

2183-964).

ATTENTIONIf the Primary and Secondary Servers are members of a

Windows domain, the domain administrator must remove the

Secondary Server computer name from Active Directory

Users and Computers on the domain controller. You can then

change the name of the Secondary Server to that of the

Primary Server.



Stage One and Stage Two

During the switchover procedure, this document refers to Stage One and Stage

Two. Stage One is complete when the Secondary Server is active and running

the Contact Center. At this point the Primary Server is neither in active nor

standby mode.

Stage Two is complete when the Primary Server is set in standby mode and data

is replicated from the Secondary Server (active mode) to the Primary Server

(standby mode).

When Stage One is complete, decide when and if to proceed to Stage Two. This

depends on the outage scenario.

At the end of Stage One, you must check the multicast configuration on the

Secondary Server (active mode), otherwise Real-Time Displays (RTD) do not

work. If this is the first time the Secondary Server is configured as active, the

multicast is not configured because it is not retained in the database restore

procedure. To check the multicast configuration, go to Programs > Nortel

Contact Center > Manager Server > Multicast Stream Control and Programs >

Nortel Contact Center > Manager Server > Multicast Address and Port

Configuration.

Outage scenarios

Three outage scenarios are documented for each option.

Planned outage—Use this procedure in the event of a planned outage due

to testing in the lab or at a customer site. You can continue to Stage Two

immediately after Stage One is complete.

Short-term failure—Use this procedure in the event of a short-term failure

or shutdown. You do not necessarily continue to Stage Two immediately

after Stage One is complete. First, you must decide whether to remove the

Warm Standby configuration. Decide based on the size of the Stable Queue.

After Stage One of the switchover is complete, the Secondary Server

replicates transactions to the Replication Server. The transactions are

buffered in the Stable Queues on the Replication Server.



If the outage of the Primary Server is likely to approach or exceed the

worst-case duration provided for by the Stable Queues, remove the Warm

Standby configuration. The Secondary Server operates in the nonredundant

mode until the Primary Server is recovered; you can reconfigure the Warm

Standby configuration.

If the outage of the Primary Server does not exceed the worst-case duration

provided for by the Stable Queues, when the Primary Server is recovered,

you can continue with Stage Two of the switchover procedure.

Long-term failure—Use this procedure in the event that the Primary

Server suffers a long-term or permanent outage or shutdown. You do not

continue to Stage Two immediately after Stage One is complete.

You must remove the Warm Standby configuration for the Secondary

Server. For more information, see “Remove Warm Standby configurations”

on page 833.

When a new platform for the Primary Server is available, you can

reconfigure the Warm Standby configuration. Initially the Secondary Server

operates in active mode; therefore you must use the switchover utility to

switch the recovered Primary Server to active mode.

Host name

The Primary host name is the host name originally configured on the Primary

Server (active mode). The Secondary Server (standby mode) is configured with a

separate host name. Other Contact Center components, such as Contact Center

Manager Administration and Contact Center Multimedia, connect to the Primary

Server (active mode) using the Primary host name.

When you use the Option One switchover, each physical server keeps its original

host name. You must reconfigure the other Contact Center components to point

to the Secondary Server (active mode) host name.

When you use the Option Two switchover, you must reconfigure the Secondary

Server with the Primary host name during the switchover. The other Contact

Center components continue to use the same Primary Server host name that they

used before the switchover.



Nortel server subnet IP address

Use only one active Nortel server subnet IP address with the active server

(Primary or Secondary) for Contact Center Manager Server. The active Nortel

server subnet IP address is the Nortel server subnet IP address that you originally

configured on the Primary Server (active mode). Components, such as Contact

Center Manager Server, that are connected to the Nortel server subnet always

connect to the active server (Primary or Secondary) using the active Nortel

server subnet IP address.

When you use the Option One switchover, each physical server keeps its original

Nortel server subnet IP address. You must reconfigure the other Contact Center

components to point to the new Secondary Server (active mode) IP address.

When you use the Option Two switchover, you must reconfigure the Secondary

Server with the active Nortel server subnet IP address during the switchover. The

other Contact Center components continue to use the Nortel server subnet IP

address that they used before the switchover.

ELAN subnet IP address (optional)

You can configure the Primary and Secondary Servers with unique or identical

ELAN subnet IP addresses. If your system is connected directly to the

Communication Server 2x00/DMS/SL-100 switch , you must configure the

Secondary Server with the same ELAN subnet IP address as the Primary Server.

If you configure the Primary and Secondary severs with the same ELAN subnet

IP address, you need to disconnect the Secondary Server from the ELAN subnet

if the ELAN subnet IP address was configured in DNS.

If your Primary and Secondary servers are connected to the Communication

Server 2x00/DMS/SL-100 switch using LinkPlexer, you can use unique IP

addresses for each server. LinkPlexer allows you to have both the Primary and

Secondary servers connected to the network with unique IP addresses.



License Manager

If you are using nodal licensing, you must install the License Manager on the

Primary Server (active mode) and on the Secondary Server (standby mode).

After the switchover is complete, the License Manager on the Secondary Server

(active mode) is left running.

If you are using corporate licensing, Nortel recommends that you do not install

the backup License Manager on the Secondary Server. In this scenario, install

the backup License Manager on a separate computer.



Section A: Option One switchover

In this section

Overview 726

Switch over the servers for a planned outage (Option One) 728

Switch over the servers for a short-term failure (Option One) 745

Switch over the servers for a long-term failure (Option One) 765



Overview

When you use the Option One switchover, both the Primary Server (active

mode) and the Secondary Server (standby mode) are configured with unique IP

addresses and computer names. The Secondary Server (standby mode) retains its

original IP address and computer name after the switchover; therefore, less user

intervention is required.

You invoke Option One switchover manually, or use it in conjunction with the

Automatic Switchover option, if this is enabled. Option One configures the

Secondary Server for use and launches the Secondary Server services without

further user intervention.

Option One must be used in Geographic Redundancy scenarios. With

Geographic Redundancy, the Primary and Secondary Contact Center Manager

Servers are geographically dispersed. They are likely in different network

subnets. The entire setup is duplicated at the secondary site (including CS1000,

CallPilot, and Contact Center Manager Administration). Therefore, you perform

fewer post-switchover steps, as all of the entities that connect to Contact Center

Manager Server at the secondary site are already configured with the IP address

of the Secondary Server.










You can also use Option One in Campus Redundancy scenarios if updating

Nortel or third-party applications with the address of the Secondary Server does

not involve significant overhead.

Deciding which scenario to use

If the Stable Queue has enough space to handle replication, use the short-term

option. If not, use the long-term option.








2183-964).

.

CAUTION

Risk of malfunction

The Stable Queue stores transactions temporarily until the

Replication Server executes the transactions to the Secondary

Server (standby mode) database. If the Secondary Server is

unavailable, for example, because it is now operating in active

mode, the Stable Queue eventually fills up. As a result, the

Secondary Server (active mode) cannot send transactions to the

Replication Server.

The length of time that the Stable Queue can store transactions

depends on the size of your Stable Queue. Ensure that you

configure sufficient Stable Queue space using the Standby Server

Stable Queue tool.

To avoid data loss, restore the Primary Server to standby mode and

complete the switchover as soon as possible. If the Primary Server

is unavailable for an extended period, remove the Warm Standby

configuration. For more information about removing a Warm

Standby configuration, see “Remove Warm Standby

configurations” on page 833.



Switch over the servers for a planned outage

(Option One)

Follow these procedures for a planned outage, such as due to testing in the lab or

customer site. You can continue to Stage Two immediately after Stage One is

complete.

The procedures for a planned outage are:

Switching over the server—At the end of this procedure, Stage One is

complete.

Completing post-switchover tasks on other components:

Server Utility

Contact Center Manager Administration

Network Control Center

CallPilot

Contact Center Multimedia

Communication Control Toolkit

third-party applications

Completing the switchover—At the end of this procedure, Stage Two is

complete.

Each page of this switchover procedure is marked with this icon:



Switching over the server

Stage One begins

Stage One of the switchover is complete when Contact Center Manager

Server services start on the Secondary Server.

1 Log on to the Replication Server as Administrator.

2 From the Start menu, choose Programs > Nortel Contact Center >

Replication Server > Replication Server Management.

3 From the list, select the Primary and Secondary Servers you want to

switch.

4 Click Switchover.



Result: A message prompts you to shut down the Primary Server (active

mode).

a. Close any sessions of all Contact Center Manager Server clients and

any third-party clients that can update the database.

b. From the Start menu on the Primary Server (active mode), choose

Programs > Nortel Contact Center > Manager Server > Shutdown.

Note: If the Primary Server (active mode) stopped running due to a

loss of power supply or similar malfunction, you can assume that the

Contact Center Manager Server application stopped running.

5 Click OK.

Note: If you do not want to continue, click Cancel.

.

CAUTION

Risk of malfunction

After you complete this step, you cannot stop the switchover.



Result: The following window appears.

The Replication Server connects to the Secondary Server (standby mode)

and configures it as the Secondary Server (active mode).



The Replication Server starts the Contact Center Manager Server services

on the Secondary Server (active mode).


Stage One is complete


Server services start and the Secondary Server is active and running the

Contact Center.




Secondary Server (active mode), otherwise RTDs will not work. If this is the

first time the Secondary Server is configured as active, multicast is not

configured because it is not retained in the database restore procedure.

To check the multicast configuration, go to Programs > Nortel Contact

Center > Manager Server > Multicast Stream Control and Programs >


Configuration.

6 Do not click OK or Cancel on this window. Leave this window open and

complete the post-switchover steps.

Note: When you complete the post-switchover steps, return to this window

and click OK to complete the switchover. For more information, see “Post-

switchover tasks” on page 733.

Post-switchover tasks

You must complete the following tasks on other system components.

Launching the Server Utility

Only complete this task the first time you perform the switchover to the

Secondary Server.



1 Log on to the server on which you installed the Server Utility.


Server Utility > Server Utility.

Result: The Nortel Contact Center Manager Server Utility Login window

appears.

3 Enter the sysadmin user ID and password and the server name or IP

address.



4 Click OK.

Result: The End User License Agreement window appears.

5 Read the End User License Agreement.

6 Click Accept.

Result: The Server Utility launches.

Configuring Contact Center Manager Administration

You must configure Contact Center Manager Administration with the name of

the Secondary Server.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.

3 Select the name of the Primary Server.

4 From the Server menu, select Edit Properties.



5 In the Server Name box, type the name of the Secondary Server (active

mode).

6 In the IP Address box, ensure that the IP address of the Secondary Server

(active mode) appears.

7 Click Submit.



Result: The server name is updated. Now you can use Contact Center

Manager Administration to manage the Secondary Server (active mode).

Updating the Network Control Center

You must update the IP address on the Network Control Center if the Secondary

Server is a node in a Contact Center network.

1 On the Network Control Center, run the Configuration utility (nbconfig -

admin).

2 On the Site Table tab, select the site name corresponding to the

Secondary Server (active mode).

3 Select Edit.

4 Enter the IP address of the Secondary Server (active mode).



5 Click Verify to check the connection to the Secondary Server (active

mode).

6 Click Apply. This synchronizes the other nodal servers with the IP address

of the Secondary Server (active mode).

7 Click Refresh to check the progress of the synchronization. The

synchronization is complete when all nodes show S in the Flags column.

Updating the CallPilot server

If you are using CallPilot in the Contact Center to provide treatments and IVR,

you must update the CallPilot server with the Nortel server subnet IP address of

the Secondary Server (active mode).

1 Run the Configuration Wizard on the CallPilot server.

2 Enter the new Nortel server subnet IP address.

3 When you complete the configuration, restart the CallPilot server.



Updating the Contact Center Multimedia server

You must edit the server settings in Contact Center Multimedia.

1 In the Contact Center Multimedia Administration window, expand

Contact Center Multimedia.

2 Expand General Administration.



3 Double-click Server Settings.

Result: The Server Settings window appears.

4 Select Contact Center Manager Server.

5 Click Edit.

Result: The Server Properties window appears.



6 In the Server Name box, change the name to the Secondary Server (active

mode) name. The default server port depends on the server you are

configuring.

7 Click Save.

Result: A warning appears describing potential errors for changing this

server.

8 Click OK.

9 In the Server Settings window, click the Contact Center License Server.

10 Click Edit.

11 In the Server Name box, change the name of the Contact Center License

server.

12 In the Server Port box, change the port number for the Contact Center

License server. The default port number is 3998.

13 In the Backup Server box, type the name for the backup License Manager

server, if you have one.

14 Click Save.


server.

15 Click OK.

16 Click Close.



17 Stop and restart the Contact Center Multimedia services.

a. On the Windows Start menu, click Programs > Administrative Tools

> Services.

b. Stop the CCMM Starter service.

c. Stop the CCMM License service.

d. Start the CCMM License service.

e. Start the CCMM Starter service.

Updating the Communication Control Toolkit server

You must update the Communication Control Toolkit server CMF mode with the

new host name.

1 Go to Start > Programs > Nortel > Communication Control Toolkit >

Console.

2 Select CCT Server.

3 Select the CMF configuration tab.

4 In the CCMS server name box, type the new host name.

5 Click OK.

6 Close the console.

Reconfiguring third-Party applications

You must reconfigure any third-party applications that are configured with the

computer name or IP address of the Primary Server (active mode) with the

server name and IP address of the Secondary Server (active mode). You can

retrieve the IP address information from the appropriate SNMP trap.



Completing the switchover

This procedure is a continuation of the procedure “Switching over the server” on

page 729.

1 Click OK to complete the switchover.

Note: You can click Cancel if you want to complete the switchover at a later

time.

Stage Two begins

Stage Two is complete when the Primary Server is set in standby mode and

data is replicated from the Secondary Server (active mode) to the Primary

Server (standby mode).



Result: The Primary Server (active mode) becomes the Primary Server

(standby mode). The following window appears.

Stage Two is complete




Result: The switchover is complete

2 Click Done.

What is next?

The servers have now switched roles. The Primary Server is in standby mode

and the Secondary Server is in active mode. To switch back, so the Primary

Server is in active mode and the Secondary Server is in standby mode, repeat

this set of procedures.



Switch over the servers for a short-term failure

(Option One)

Complete these procedures for a short-term failure or shutdown. For a short-

term failure, you do not necessarily continue to Stage Two immediately after

Stage One is complete. First, you must decide whether to remove the Warm

Standby configuration. Decide based on the size of the Stable Queue.

After Stage One of the switchover is complete, the Secondary Server replicates

transactions to the Replication Server. The transactions are buffered in the Stable

Queues on the Replication Server.

If the outage of the Primary Server is likely to approach or exceed the worst-case

duration provided for by the Stable Queues, remove the Warm Standby

configuration. The Secondary Server operates in the nonredundant mode until

the Primary Server is recovered; you can reconfigure the Warm Standby

configuration.


provided for by the Stable Queues, when the Primary Server is recovered, you

can continue with Stage Two of the switchover procedure.

The procedures for a short-term failure are:


complete.

Removing Warm Standby configurations


Server Utility



CallPilot







Stage One begins







switch.

4 Click Switchover.




mode).



b. From the Start menu on the Primary Server (active mode), choose

Programs > Nortel Contact Center > Manager Server > Shutdown.


loss of power supply or similar malfunction, you can assume that the

Contact Center Manager Server application stopped running.

5 Click OK.


.

CAUTION

Risk of malfunction










Contact Center.










Configuration.

6 Perform one of the following tasks:

Note: Only complete this task the first time you perform the switchover to


If the Primary Server is ready to switch over to standby mode, click OK

and continue with step 7 on page 752.

If the Primary Server is unavailable, click Cancel. The switchover is

suspended. You must still complete the post-switchover tasks on 754.

ATTENTIONIf the outage of the Primary Server is likely to approach or

exceed the worst-case duration provided for by the Stable

Queues, remove the Warm Standby configuration. The

Secondary Server (active mode) operates in the non-

redundant mode until the Primary Server is recovered;

then you can reconfigure the Warm Standby

configuration.

Otherwise, when the Primary Server is recovered, you


The database updates are replicated from the Secondary

Server to the Primary Server. Thereafter, to switch back

to the Primary Server you must invoke the switchover

utility on the Replication Server. For more information,

see “Remove Warm Standby configuration” on page 775.



Result: If you clicked Cancel, the following window appears.

If you clicked OK, the Replication Server Management window appears.

7 Click OK to close the Replication Server Management window.



8 To continue with the switchover, click OK in the Switchover - Stage One

Complete window.

Stage Two begins




Result: The Primary Server (active mode) becomes Primary Server




The configuration continues, and then the following window appears.






9 Click Done.

10 Continue with the post-switchover tasks.





Secondary Server.







appears.


address.



4 Click OK.



6 Click Accept.












mode).



7 Click Submit.









admin).



3 Select Edit.





mode).

















5 Click Edit.






configuring.

7 Click Save.


server.

8 Click OK.


10 Click Edit.


server.





14 Click Save.


server.

15 Click OK.

16 Click Close.





> Services.







new host name.


Console.




5 Click OK.







What is next?

At this point, both Stage One and Stage Two are complete. The Secondary

Server is operating in active mode and the Primary Server is operating in

standby mode, if the Primary Server is recovered.



If you did not complete the switchover procedure, when the Primary Server is

recovered, you can continue with Stage Two of the switchover procedure. The

database updates are replicated from the Secondary Server (active mode) to the

Primary Server (standby mode). Thereafter, to switch back to the Primary Server

(active mode), you must invoke the switchover utility on the Replication Server.

To continue with Stage Two of the procedure, complete the following steps:

1. On the Replication Server, from the Start menu, choose Programs > Nortel

Contact Center > Replication Server > Replication Server Management.

2. From the list, select the Primary and Secondary Servers you want to switch.

3. Click Switchover. The Stage One Complete window appears.

4. To continue with the switchover, click OK in the Switchover - Stage One

Complete window.

5. Follow the procedures starting with step 8 on page 753.

To switch the servers back to their original modes, so the Primary Server is in

active mode and the Secondary Server is in standby mode, see “Switch over the

servers for a planned outage (Option One)” on page 728.



Switch over the servers for a long-term failure

(Option One)

Follow these procedures in the event that the Primary Server suffers a long-term

or permanent outage or shutdown. You do not continue to Stage Two


You must remove the Warm Standby configuration for the Secondary Server. For

more information, see “Remove Warm Standby configurations” on page 833.

When a new platform for the Primary Server is available, you can reconfigure

the Warm Standby configuration. Initially the Secondary Server operates in

active mode; therefore you must use the switchover utility to switch the

recovered Primary Server to active mode.

The procedures for a long-term failure are:


complete.

Removing the Warm Standby configuration


Server Utility



CallPilot








Stage One begins



.

CAUTION

Risk of malfunction







Replication Server.




Stable Queue tool.













switch.

4 Click Switchover.



Result: A message prompts you to shut down the Contact Center Manager

Server services on the Primary Server (active mode).



b. From the Start menu, choose Programs > Nortel Contact Center >

Manager Server > Shutdown.


loss of power supply, you can assume that the Contact Center Manager

Server application stopped running.

.

CAUTION

Risk of malfunction




5 Click OK.


Result: If you clicked OK, the following window appears.











Contact Center. At this point, the Primary Server is neither in active nor

standby mode.










Configuration.


If the Primary Server is ready to switch over to standby mode, click OK

and continue with step 7 on page 772.

If the server is unavailable, click Cancel. The switchover is suspended.

If the switchover is suspended, you still must complete the post-

switchover tasks on page 777.

ATTENTIONIf the outage of the Primary Server is likely to approach or

exceed the worst-case duration provided for by the Stable

Queues, remove the Warm Standby configuration. The

Secondary Server (active mode) operates in the non-

redundant mode until the Primary Server is recovered;

then you can reconfigure the Warm Standby

configuration.

Otherwise, when the Primary Server is recovered, you


The database updates are replicated from the Secondary

Server to the Primary Server. Thereafter, to switch back

to the Primary Server you must invoke the switchover

utility on the Replication Server. For more information,

see “Remove Warm Standby configuration” on page 775.



Result: If you clicked Cancel, the following window appears.

If you clicked OK, the Replication Server Management window appears.

7 Click OK to close the Replication Server Management window.

8 To continue with the switchover, click OK in the Switchover - Stage One

Complete window.



Stage Two begins




Result: The Primary Server (active mode) becomes the Primary Server




The configuration continues, and then the following window appears.






9 Click Done.

10 Continue with the post-switchover tasks on page 777.



Remove Warm Standby configuration

Complete this procedure only if the outage of the Primary Server is likely to

approach or exceed the worst-case duration provided for by the Stable Queues.

When you remove the servers from the Warm Standby configuration, the system

must update the replication configuration data in the active and standby Server

databases. Therefore, ensure that the servers for Contact Center Manager Server

are connected to the Nortel server subnet and that the Sybase SQL service is

running on both servers before you remove them from the Warm Standby

configuration. This procedure can take several minutes to complete.

Removing a Warm Standby configuration

1 On the Replication Server, run the Replication Server Management utility.

2 Select the Primary and Secondary servers, and click Remove.




3 Click Yes.

Result: The replication between the Secondary Server (active mode) and

the Primary Server (standby mode) stops. The Warm Standby configuration

is removed. The contact center data remains intact on both servers. The

following window appears.

4 Click OK.

Result: The Replication Server configuration is updated to remove the

servers for Contact Center Manager Server as a Warm Standby pair. This

action only removes the servers from the Warm Standby configuration. It

does not remove any contact center data from either server, or any data

copied from the Primary Server (active mode) to the Secondary Server

(standby mode).

Note: For more information about recreating a Warm Standby

configuration, see Step 32. “Set up the Warm Standby configuration on the

Replication Server” on page 472.







Secondary Server.





appears.


address.



4 Click OK.



6 Click Accept.












mode).



7 Click Submit.









admin).



3 Select Edit.





mode).

















5 Click Edit.






configuring.

7 Click Save.


server.

8 Click OK.


10 Click Edit.


server.





14 Click Save.


server.

15 Click OK.

16 Click Close.





> Services.







new host name.


Console.




5 Click OK.







What is next?

















Complete window.







Section B: Option Two switchover

In this section

Overview 788

Switch over the servers for a planned outage (Option Two) 790

Switch over the servers for a short-term failure (Option Two) 803

Switch over the servers for a long-term failure (Option Two) 818



Overview

When you use Option Two switchover, you use the same IP address and

computer name on the Secondary Server (active mode) that you used for the

Primary Server (active mode).

You invoke Option Two switchover manually. If you use Option Two, you must

change the computer name and Nortel server subnet IP address on each server

during switchover. The remaining steps are automated. This option must be used

in Campus Redundancy scenarios where updating Nortel or third-party

applications with the address of the Secondary Server (standby mode) can

involve significant overhead.








ATTENTIONIf the Primary and Secondary Servers are members of a

Windows domain, it is necessary for the domain administrator

to remove the Secondary Server computer name from Active

Directory Users and Computers on the domain controller. You

can then change the name of the Secondary Server to that of

the Primary Server.



Deciding which scenario to use

If the Stable Queue has enough space to handle replication, use the short-term

option. If not, use the long-term option.








2183-964).

.

CAUTION

Risk of malfunction







Replication Server.




Stable Queue tool.






configuration” on page 893.



Switch over the servers for a planned outage

(Option Two)

Follow these procedures for a planned outage, such as due to testing in the lab or

at a customer site. You can continue to Stage Two immediately after Stage One

is complete.


complete.

Configuring the Secondary Server as the active server

Continuing with the switchover on the Replication Server


complete.





Stage One begins







switch.

4 Click Switchover.


mode).

ATTENTIONYou cannot stop the switchover after this step.



5 If your server is part of a domain, you must remove it from the network

before proceeding. If your server is not part of a domain, proceed to step 6.

Attention: You need Windows domain administrator privileges to remove a

server from the domain.

a. On the domain server, from the Start menu, select Control Panel.

b. Double-click Administrative Tools.

c. Double-click Active Directory Users and Computers.

d. In the console tree, click Computers under the domain node, or click

the folder in which the computer is located. In the details pane, right-

click the computer, and click Delete.

6 Perform the following tasks:

a. Shut down the services on the Primary Server (active mode). From the

Start menu, choose Programs > Nortel Contact Center > Manager

Server > Shutdown. Click OK.

b. Disconnect the Nortel Server subnet and the ELAN subnet (optional)

cables from the Primary Server.

c. Disconnect any clients.

7 If you do not want to continue, click Cancel to exit the Shutdown Active

CCMS window on the Replication Server.



If you want to continue, click OK.

Result: If you click OK, the following window appears.

When the activity completes, the Reconfigure Server as Active window

appears and the OK button is active.

8 Before you click OK, you must complete the next procedure “Configuring

the Secondary Server as the active server” on page 794.



The Reconfigure Server as Active window reads:

Before continuing:

1) Change the computer name of SYBTEST to SYBACTIVE and restart the server

2) Run the Computer Name Sync utility and restart the server

3) Configure the SYBACTIVE with the Active CCMS IP address

When these steps are completed, click OK to continue with the switchover.

Click Cancel to suspend the switchover.


1 Log on to the Secondary Server (standby mode) as Administrator.

2 Go to My Computer > Properties.

3 On the Computer Name tab, click Change

4 Change the computer name to the Primary host name.

5 Restart the server.



Manager Server > Computer Name Sync.

8 Click OK.

Result: A window appears indicating the name synchronization is a

success.

9 Click OK.



12 In Windows Network and Dial-up Connections, change the Nortel server

subnet IP address on the Secondary Server (standby mode) to the active

Nortel server subnet IP address.



13 (optional) In Windows Network and Dial-up Connections, change the

ELAN subnet IP address on the Secondary Server (standby mode) to the

active ELAN subnet IP address.

14 Connect the Secondary Server (standby mode) to the ELAN subnet (if it is

not already connected).

15 If necessary, switch the Meridian Mail cable and modem cable.

16 Go back to the Replication Server and click OK on the Reconfigure Server

as Active Window.


1 On the Replication Server, on the Reconfigure Server as Active window,

ensure that you clicked OK to continue the switchover.

Result: A window appears asking you to confirm that you completed the

configuration of the Secondary Server (standby mode).

2 Click Yes.

Result: The Replication Server connects to the Secondary Server (standby

mode) and configures it as the Secondary Server (active mode).





Result: The configuration continues, and then the following window

appears.





standby mode.



3 Click OK.


The Reconfigure Server as Standby window reads:

If the previously Active Server is available for use as Standby:

1) Set the CCM Server services to Manual by running

D:\nortel\iccm\bin\serman man

2) Change the computer name from SYBACTIVE to SYBTEST and

restart the server


4) Configure SYBTEST with the Standby CCMS IP address

5) Connect SYBTEST to the network

When the Server has been configured, click OK to complete the

switchover.

Click Cancel if you perform this task at a later time.

4 Complete the tasks listed in the Reconfigure Server as Standby window.

a. Log on to the Primary Server as Administrator.

b. From the Start menu, choose Run.



c. Type D:\nortel\iccm\bin\serman man, and click OK.

Result: The Standby Server services are set to manual.

d. From My Computer > Properties, change the computer name to the

secondary host name.

Note: The computer name is the original host name of the Secondary

Server; use it now as the name of the Primary Server.

e. Restart the server.

f. Log on to the Primary Server as Administrator.

g. From the Start menu, choose Programs > Nortel Contact Center >

Manager Server > Computer Name Sync to synchronize the new

name of the Primary Server.

h. Click OK.


success.

i. Click OK.

j. Restart the server.

k. Log on to the Primary Server as Administrator.

l. In Windows Network and Dial-up Connections, change the Nortel

server subnet IP address on the Primary Server to the original IP

address of the Secondary server. Use this IP address for the Primary

Server.

m. (optional) In Windows Network and Dial-up Connections, change

the ELAN subnet IP address on the Primary Server to the original

address of the Secondary Server. ELAN subnet IP address.

n. Connect the Primary Server to the Nortel server subnet and ELAN

subnet (if used).




1 When the Primary Server is configured, go back to the Replication Server

and click OK to complete the switchover.


time.

Result: A window appears asking you if you completed the configuration of

the Server as Standby CCM.

2 Click Yes.

Stage Two continues






Result: The Primary Server becomes the Primary Server (standby mode).

The following window appears.

The configuration continues.


3 Initialize the Primary Server (standby mode) database by backing up the

Secondary Server (active mode) database and restoring it on the Primary




For more information about backing up the server, see “Back up data” on

page 907. For more information about restoring the database, see “Restore

data” on page 953.

4 Click OK on the Initialize Standby CCMS database window when the

backup and restore are complete.


5 After you complete the initialization, click Yes.

.

CAUTION

Risk of malfunction

You must back up and restore the database on the Secondary

Server again to initialize the Primary Server. If you do not perform

this backup and restore on the Primary Server, the database

cannot initialize.

To initialize the Primary Server database correctly, ensure you do

the following:

Back up the Secondary Server database only after you are

prompted to do so. For more information about backing up the

server, see Chapter , “Back up data,” For more information

about restoring the database, see Chapter , “Restore data,”

Use the backup utility to initialize the Primary Server database.

Do not use a previous or subsequent backup.

Ensure that the backup is not overwritten by subsequent

backups until the Primary Server is initialized.








6 Click Done.



Switch over the servers for a short-term failure

(Option Two)

Complete these procedures for a short-term failure or shutdown. For a short-

term failure, you do not necessarily continue to Stage Two immediately after

Stage One is complete. First, you must decide whether to remove the Warm

Standby configuration. Decide based on the size of the Stable Queue.

After Stage One of the switchover is complete, the Secondary Server replicates

transactions to the Replication Server. The transactions are buffered in the Stable

Queues on the Replication Server.

If the outage of the Primary Server is likely to approach or exceed the worst-case

duration provided for by the Stable Queues, remove the Warm Standby

configuration. The Secondary Server operates in the nonredundant mode until

the Primary Server is recovered; you can reconfigure the Warm Standby

configuration.


provided for by the Stable Queues, when the Primary Server is recovered, you



complete.





complete.





Stage One begins







switch.

4 Click Switchover.


mode).














6 Perform the following tasks:












Result: The following window appears if you clicked OK.








Before continuing:

1) Change the computer name of SYBTEST to SYBACTIVE and restart

the server



When these steps have been completed, click OK to continue with the

switchover.



1 If your server is part of a domain, you must remove the active computer

name from the Active Directory Users on the domain controller.

Attention: You need Windows domain administrator privileges to complete

this step.









4 On the Computer Name tab, click Change.








9 Click OK.


success.

10 Click OK.




subnet IP address on the Secondary Server (standby mode) to the Primary

Nortel server subnet IP address.


ELAN subnet IP address on the Secondary Server (standby mode) to the

active ELAN subnet IP address.

15 Connect the Secondary Server (standby mode) to the ELAN subnet (if it is

not already connected).


17 Go back to the Replication Server and click OK on the Reconfigure Server

as Active window.




Before continuing:


the server




switchover.









2 Click Yes.








appears.





standby mode.


If the Primary Server is ready to switch over to standby mode, click OK.









2) Change the computer name from SYBACTIVE to SYBTEST and restart the

server




When the Server has been configured, click OK to complete the switchover.

Click Cancel if you Perform this task at a later time.









Secondary host name.








h. Click OK.


success.

i. Click OK.


k. Log on to the Primary Server as Administrator




Server.


the ELAN subnet IP address on the Primary Server to the original IP

address of the Secondary server ELAN subnet.


subnet (if used).




1 When the Secondary Server (active mode) is configured, click OK to

complete the switchover.


time.



2 Click Yes.

Stage Two continues













.

CAUTION

Risk of malfunction




cannot initialize.


the following:



server, see Chapter , “Back up data”. For more information

about restoring the database, see Chapter , “Restore data”.












6 Click Done.

What is next?















Complete window.




servers for a planned outage (Option Two)” on page 790.



Switch over the servers for a long-term failure

(Option Two)

Follow these procedures in the event that the Primary Server suffers a long-term

or permanent outage or shutdown. You do not continue to Stage Two


You must remove the Warm Standby configuration for the Secondary Server. For

more information, see “Remove Warm Standby configurations” on page 833.

When a new platform for the Primary Server is available, you can reconfigure

the Warm Standby configuration. Initially the Secondary Server operates in

active mode; therefore you must use the switchover utility to switch the

recovered Primary Server to active mode.


complete.








Stage One begins



.

CAUTION

Risk of malfunction







Replication Server.




Stable Queue tool.













switch.

4 Click Switchover.


mode).














6 Perform the following tasks:.












Result: The following window appears if you clicked OK.








Before continuing:


the server




switchover.



1 If your server is part of a domain, you must remove the active computer

(Primary Server) name from the Active Directory Users on the domain

controller.

Attention: You need Windows domain administrator privileges to complete

this step.









4 On the Computer Name tab, click Change.








9 Click OK.


success.

10 Click OK.


12 Log on to the Secondary Server (standby mode) as Administrator


subnet IP address on the Secondary Server to the active Nortel server

subnet IP address.


ELAN subnet IP address on the Secondary Server to the active ELAN

subnet IP address.

15 Connect the Secondary Server to the ELAN subnet (if it is not already

connected).


17 Go back to the Replication Server and click OK on the Configure Server

as Active window.








2 Click Yes.








appears.

3 Click Cancel.




Stage one is complete

Note: In the event that the Primary Server suffered a permanent failure or

shutdown, the Secondary Server is brought into service in active mode.




standby mode.


If the Primary Server is ready to switch over to standby mode, click OK.









2) Change the computer name from SYBACTIVE to SYBTEST and restart the

server




When the Server has been configured, click OK to complete the switchover.

Click Cancel if you Perform this task at a later time.









Secondary host name.








h. Click OK.


success.

i. Click OK.


k. Log on to the Primary Server as Administrator




Server.


the ELAN subnet IP address on the Primary Server to the original IP

address of the Secondary server ELAN subnet.


subnet (if used).




1 When the Secondary Server (active mode) is configured, click OK to

complete the switchover.


time.



2 Click Yes.

Stage Two continues













.

CAUTION

Risk of malfunction




cannot initialize.


the following:



server, see Chapter , “Back up data”. For more information

about restoring the database, see Chapter , “Restore data”.












6 Click Done.

Remove Warm Standby configurations

Complete this procedure only if the outage of the Primary Server is likely to

approach or exceed the worst-case duration provided for by the Stable Queues.

When you remove the servers from the Warm Standby configuration, the system

must update the replication configuration data in the Primary and Secondary

Server databases. Therefore, ensure that the servers for Contact Center Manager

Server are connected to the Nortel server subnet, and that the Sybase SQL

service is running on both servers before you remove them from the Warm

Standby configuration. This procedure can take several minutes to complete.




1 Run the Replication Server Management utility.

2 Select the servers, and click Remove.


3 Click Yes.


the Primary Server (standby mode) is stopped. The Warm Standby

configuration is removed. The contact center data remains intact on both

servers. The following window appears.



4 Click Done.



action removes only the servers from the Warm Standby configuration. It



(standby mode).

Note: For more information about recreating a Warm Standby

configuration, see Step 32. “Set up the Warm Standby configuration on the

Replication Server” on page 472.

What is next?

At this point, Stage One is complete. The Secondary Server is operating in active

mode.



When the Primary Server is recovered, you can continue with Stage Two of the

switchover procedure. The database updates are replicated from the Secondary

Server (active mode) to the Primary Server (standby mode). Thereafter, to

switch back to the Primary Server (active mode), you must invoke the

switchover utility on the Replication Server.







Complete window.







Section C: Restore the Primary Server to active mode

In this section

Restore options 838

Rebuild the software on the Primary Server after a failure 840



Restore options

This section assumes the Primary Server is taken out of service. It is not

currently in active or standby mode.

After the Primary Server is available for service, complete the switchover

procedure to place the Primary Server in standby mode. This completes Stage

Two. Do not repair the Primary Server and place it into service immediately in

active mode. You must complete Stage Two and place the Primary Server in

standby mode first.

After the Primary Server is in standby mode and the Secondary Server is in

active mode, you have three options for continuing:

Option one—Complete the entire switchover procedure for a planned

outage. This includes data replication.

Option two—Complete the switchover procedure for a short-term failure,

including removing the Warm Standby configuration. This includes data

replication.

Option three—Complete the switchover procedure for a planned outage

without data replication. No database is restored.

If the Primary Server suffered a major failure, rebuild the software before you

bring it into service. For details, see “Rebuild the software on the Primary Server

after a failure” on page 840.

Option one (data restore)

For the first option, after the Primary Server is in standby mode, invoke the

switchover utility on the Replication Server. This ensures your data is replicated

onto the Primary Server from the Secondary Server (active mode).

After the data is replicated, switch over the servers so the Primary Server is in

active mode and the Secondary Server is in standby mode according to the

planned outage procedures.



For detailed procedures, see “Switch over the servers for a planned outage

(Option One)” on page 728 or “Switch over the servers for a planned outage

(Option Two)” on page 790, depending on your nodal configuration.

Option two (data restore)

For the second option, after Stage One is complete and the Primary Server is in

neither active nor standby mode, remove the Warm Standby configuration. This

stops data replication, but the Secondary Server is in active mode and running

the Contact Center.

Repair the Primary Server to working status and set up the Warm Standby

configuration again. Enter the information with the Primary Server as the

standby Server and the Secondary Server as the active server.

Perform the server switchover procedure for a short-term failure. The Primary

Server becomes the active server and the Secondary Server becomes the standby

server.

For detailed procedures, see “Switch over the servers for a short-term failure

(Option One)” on page 745 or “Switch over the servers for a short-term failure

(Option Two)” on page 803, depending on your nodal configuration.

Option three (no data restore)

For the third option, back up the data on the Secondary Server (active mode).

Repair the Primary Server to working status. Restore the data to the Primary

Server and shut down the Secondary Server. Data is lost during this restoration

process.

Run the server setup procedures on the Primary Server as a new server in active

mode. Run the server setup procedures on the Secondary Server as the standby

server. Do not perform a switchover operation.



Rebuild the software on the Primary Server

after a failure

If the Primary Server suffers a major failure (for example, a disk permanently

fails), you must rebuild the software. Follow these steps to rebuild the software

on the Primary Server.


1 Run the Replication Server Management utility.

2 Select the servers, and click Remove.




3 Click Yes.


the Primary Server (standby mode) is stopped. The Warm Standby

configuration is removed. The contact center data remains intact on both

servers. The following window appears.

4 Click Done.



action removes only the servers from the Warm Standby configuration. It



(standby mode).

Rebuilding the software on the Primary Server after a failure

1 Perform a platform migration using a Platform Recovery Disk and backup

taken from the Secondary Server (active mode).

2 Set up the Primary Server as the standby server.

a. Select the options for a Standby Server because the Primary Server is

initially in standby mode. For example, in the server setup wizard,

select Standby.



b. In the server setup, enter the server name and IP address depending

on which switchover option you are use.

If you are using the Option One switchover, set the active server name

and IP address to that of the Primary Server.

If you are using the Option Two switchover, set the standby server

name and IP address to that of the Primary Server.

3 Set up the License Manager using the same procedure as that used for the

original build of the Standby Server. For detailed procedures, see “Install

and configure the Standby Server” on page 247.


C h a p t e r 8

Restart replication

In this chapter

Overview 844

Restart replication 845

Problems restarting replication 863


Restart replication Standard 10.12

Overview

You may need to restart replication. This occurs if you are reenabling replication

after it is temporarily disabled during a planned or unplanned outage.

Planned outage—Use this procedure in the event of a planned outage due

to testing in the lab or at a customer site. You can continue to Stage Two


Short-term failure—Use this procedure in the event of a short-term failure

or shutdown. You do not necessarily continue to Stage Two immediately

after Stage One is complete. First, you must decide whether to remove the

Warm Standby configuration. Decide based on the size of the Stable Queue.

After Stage One of the switchover is complete, the Secondary Server

replicates transactions to the Replication Server. The transactions are

buffered in the Stable Queues on the Replication Server.

If the outage of the Primary Server is likely to approach or exceed the

worst-case duration provided for by the Stable Queues, remove the Warm

Standby configuration. The Secondary Server operates in the nonredundant

mode until the Primary Server is recovered; you can reconfigure the Warm

Standby configuration.


provided for by the Stable Queues, when the Primary Server is recovered,

you can continue with Stage Two of the switchover procedure.

If you experience problems restarting the Replication Server, see “Restart

replication” on page 845.



This is due to the switching over of the active and Standby






January 2008 Restart replication

Restart replication

Follow this procedure to restart replication if it is temporarily turned off.

Restarting replication

1 On the Replication Server, from the Start menu, choose Programs >

Nortel Contact Center > Replication Server > Replication Server

Management.


2 Click Create.


3 In the Primary CCMS box, type the name and Nortel server subnet IP

address for the Primary Server.



4 In the Secondary CCMS box, type the name and Nortel server subnet IP

address for the Secondary Servers, and click OK.

Note: Enter names for only the Primary and Secondary Servers that were

configured correctly on the Server Setup Configuration Site Name tab. The

name for each Primary and Secondary Server must match the computer

name configured on the server. If no Primary and Secondary Servers are

configured to use the Warm Standby feature, or if you want to create a

Warm Standby configuration at a later time, click Cancel.


The Warm Standby configuration takes several minutes. Several Setup

windows appear, and the Initialize Standby CCMS Database window

appears.

.

Attention: Do not click OK until you complete the backup and restore

procedures in the following step.



5 Use the Database Backup utility on the Primary Server to back up the

active Contact Center Manager Server database. After you complete the

back up, use the Database Restore utility on the Secondary Server to

restore this database backup. This initializes the Secondary Server

database.

To back up the database to tape, proceed to “Backing up the database

to tape” on page 847.

To back up the database to a remote directory, proceed to “Backing up

the database to a remote directory” on page 850.

Backing up the database to tape

a. On the Primary Server, insert a blank tape into the tape drive.

b. Ensure the services on the server are up.

Note: A database backup uses the CCMS HDM service. If this service

is down, the database backup cannot start.

c. From the Start menu, choose Programs > Nortel Contact Center >

Manager Server > Database Backup.

Result: The Database Backup Utility window appears.

ATTENTIONTo initialize the Secondary Server database correctly, ensure

you do the following:

Back up the Primary Server database only after you are

prompted to do so. For more information about backing up

the server, see “Back up data” on page 907. For more

information about restoring the database, see “Restore


Use the backup utility to initialize the Secondary Server

database. Do not use a previous or subsequent backup.

Ensure the backup is not overwritten by subsequent

backups until after you initialize the Secondary Server.



d. Select Local Tape Drive, and click Next.

e. Verify that the database tape is in the tape drive, and click Start

Backup.

Result: A DOS window appears showing the progress of the database

backup.

The remote backup process begins. This can take from 30 minutes to 3

hours to complete, depending on the size of your database, the speed

of your computer, and network traffic. Leave the DOS window open so

you can see the backup completion message.

f. Wait until the completed OK message appears in the DOS window.



g. Press Enter, type quit, and press Enter again.

Result: The Remember to schedule regular database backups window

appears.

h. Click OK.

i. After the database backup is complete, remove the backup tape and

save it.

j. Check whether any events are recorded in the event log on the client

PC from which you scheduled the backup. If there are any errors, check

the database backup log files on the server. These files are located at

the following paths: C:\Windows\System32\Backup.log and

D:\Sybase\ASE-12_5\Install\backup.log.

k. Proceed to “Restoring the database from a tape backup” on page 855.



Backing up the database to a remote directory

a. On the Primary Server, ensure the services on the server are running.

Note: A database backup uses the HDM service. If this service is

down, the database backup cannot start.

b. Select Start > Programs > Nortel Contact Center > Manager Server

> Database Backup.

Result: The Database Backup Utility window appears.

c. Ensure Network Disk is selected, and click Next.

Result: The configuration window appears.



d. In the Account box, type the user name you recorded in the worksheet

on page 543. This must be the same user name you assigned to the

account on both the network computer and the server.

e. In the Password box, type the password you recorded in the worksheet

on page 543. This must be the same password you assigned to the

account on both the network computer and the server.

f. In the Network Path box, type the network path for the shared directory

you created on the network computer. Use the following format:

computername\sharename

Refer to the computer name and share name that you recorded in the

worksheet on page 543.

g. Click Next.

Result: Contact Center Manager Server is now set to back up the

database from the remote directory on the network computer.

h. If your backup is already scheduled, the system automatically sends

the database backup files to the remote directory.




i. If your backup is not scheduled, click Start Backup.

Result: The services start, and then the following window appears.

j. To start your backup, skip to step k; otherwise, click Cancel to save

your settings and exit.

k. Click Start Backup.

Result: A DOS window appears showing the progress of the database

backup.



The remote backup process begins. This can take from 30 minutes to 3

hours to complete, depending on the size of your database, the speed

of your computer, and network traffic. Leave the DOS window open so

you can see the backup completion message.

l. Wait until the completed OK message appears in the DOS window.

m. Press Enter, type quit, and press Enter again.




n. Click OK.

Result: The backup is complete.

The backup log for your backup is located at

D:\Nortel\data\backup\BackupLogs\dbbackup.log.

o. Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file

dbbackup.log (with Notepad). If your database backup succeeded, the

log contains the following lines of text:

[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is

complete (database cbc).


complete (database blue).


complete (database master).

This database backup log does not have any errors or

warnings.

p. Perform one of the following tasks:

If your database backup log contains the text in the previous

example, your backup succeeded. Close the log file.

If your database backup log contains any messages or errors, this

can indicate a problem with the backup. Navigate to the folder

D:\sybase\ASE-12_5\install and open the file backup.log (with

Notepad). This file can indicate the source of the problem. Retry

the backup and check the backup log again. If the log still contains

messages or errors, contact Nortel product support.

q. Proceed to “Restoring the database from a remote directory backup”

on page 857.



Restoring the database from a tape backup

a. Log on to the Secondary Server as NGenSys.

b. From the Start menu, choose Programs > Standby Server >

Database Restore.

Result: The Database Restore Utility window appears.

c. Select Local Tape Drive, and click Next.

d. Insert the tape containing the database backup.

Result: The system first shuts down the Standby Server services that

you installed. Then the database restore begins. During this time, the

Database Restore window remains visible and displays numerous

status messages about the progress of the restore.

e. Wait until the Database Restore Utility window appears.



f. When the tape in the drive stops moving, click Start Restore to begin

the database restore process.

Note: A log file is created with the following path name after the

database restore is complete:

D:\Nortel\data\backup\RestoreLogs\restore.log.


g. Click Done.

h. Eject the backup tape from the tape drive.



i. Click OK to exit the Database Restore utility.

Attention: You must wait for the Database Restore Utility window to close.

It can seem like there is no activity, but the system must complete its

processes and close this window. This can take up to 2 minutes to

complete. Do not restart the system.

j. Proceed to step 6.

Restoring the database from a remote directory backup

a. Log on to the Secondary Server as NGenSys.

b. Ensure that you have a network connection to the computer containing

the remote directory backup.

c. From the Start menu, choose Programs > Nortel Contact Center >

Manager Server > Database Restore.

Result: The Database Restore Utility window appears.

d. Select Network Disk, and click Next.




e. In the Account box, type the account name for the remote backup

location.

f. In the Password box, type the password for the remote backup

location.

g. In the Network Path box, type the path of the remote backup location.

h. Check that the path is correct.

i. Click Next.




j. Click Start Restore to begin the database restore process.

Result: The database restore process begins. This can take 1 to 3

hours, depending on the amount of data and the CPU speed of the

server. During this time, the Database Restore Utility window remains

in view and displays numerous status messages about the progress of

the restore.

Note: The restore can take longer if you store your call-by-call records

for longer than the recommended interval.

k. Wait until the following window appears, indicating that the restore is

complete.

Note: A log file with the following path name is created after the

database restore is complete:

D:\Nortel\data\backup\RestoreLogs\restore.log

l. Click Done.




m. Click OK to exit the Database Restore utility.

Attention: You must wait for the Database Restore Utility window to close.

It can seem as if there is no activity, but the system must complete its

processes and close this window. Nortel recommends that you do not

restart the server at this time.

n. Proceed to step 6.

6 After you back up and restore the database, click OK on the Initialize

Standby CCMS Database window.

Result: The Standby Server database initializes by performing the backup

and restore. This can take several minutes. Then the Initialization

Complete? window appears.

7 Click Yes.

Result: The Warm Standby Properties window appears.

8 Choose one of the following:

Option One—Uses the enhanced switchover procedure. For more

information, see “Switchover options” on page 719.

Option Two—Requires you to configure the computer name and IP

address manually. For more information, see “Switchover options” on

page 719.



9 Select the Switch Over automatically checkbox, to enable the automatic

switchover.

You can only enable the automatic switchover if you choose Option One.

If you choose Option Two, the Switch Over automatically checkbox is

unavailable.

When you select an automatic switchover, the switchover from the

Primary Server to the Secondary Server starts automatically when the

heartbeat between the Replication Server and the Primary Server

(active mode) fails for a duration in excess of the Alarm Switch Over/

Timeout value.

Note: Automatic switchover is limited to the operation of the Secondary

Server and does not take into account additional application servers such

as Contact Center Manager Administration, Contact Center Multimedia,

and CallPilot.

10 In the Alarm/Switch Over Timeout box, type the number of seconds that

the heartbeat can fail before the switchover takes place.

Attention: Ensure that you type an appropriate timeout value in this box.

Too short a time can cause a switchover to start when the Active Server is

unavailable for a short time, for example, if the server is restarted. The

default timeout is 5 minutes. The minimum value is 30 seconds.

11 In the CCM Server Port Number box, type the port number to which the

Replication Server connects during a switchover.

Note: You must type the same value that you entered in the CCMS Listener

Port field. Ensure that the value you enter does not interfere with a port

used by any other application.



12 Click OK.

Result: The Replication Server Management window appears.

13 Click Done.

Result: The Warm Standby configuration is complete. The Replication

Server Management window appears.

14 Click OK to exit the Replication Server Management window.



Problems restarting replication

There is a known issue with the Replication Server shutting down following

restart.

If you restart the Replication Server, the Replication agents on the Primary

Contact Center Manager Server may shut down. In this scenario, the Replication

agents do not restart. Manual intervention is required to restart them.

If you plan to restart the Replication Server, complete the following procedure to

avoid this problem.

If the Replication Server is restarted due to an unplanned event, for example due

to a power failure, and the Replication Agents shut down, contact Nortel

technical support to restart the Replication agents on the active server.

Restarting Replication services

1 Log on to the Replication Server.

2 From the Services window, shut down the Replication Server service. This

service is named Sybase REP _ <computer_name>_RS.

3 From the Services window, shut down the SQL service. This service is

named Sybase SQLServer _ <computer_name>.


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