Nortel BCM 4.0 Manual de instalación y operación

BCM 4.0

Business Communications Manager

Document Status: Standard

Document Version: 01.3

Part Code: N0060597

Date: April 2007

Upgrade Guide

The information in this document is subject to change without notice. The statements, configurations, technical data, and

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied

warranty. Users must take full responsibility for their applications of any products specified in this document. The

information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

How to get Help 3

Upgrade Guide

How to get Help

This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support

Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues

with Nortel products. More specifically, the site enables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Base for answers to

technical issues

• sign up for automatic notification of new software and documentation for Nortel equipment

• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you don’t find the information you require on the Nortel Technical Support Web site, and have a

Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

www.nortel.com/callus

Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)

to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for

your product or service, go to:

www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized

reseller, contact the technical support staff for that distributor or reseller.

4How to get Help

N0060597N0060597

Contents 5

Upgrade Guide

Contents

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

What’s new in BCM 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

No longer supported by BCM 4.0 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Using this upgrade guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

First step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Second step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Final step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 2

Pre-upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Important information to note before attempting this upgrade . . . . . . . . . . . . . . . . . . . 11

Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

BCM system tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Management computer tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Record-keeping tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Chapter 3

Upgrading to BCM 4.0 and SRG 1.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Upgrading the BCM400 Expansion Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Upgrading an SRG 1.0 system to SRG 1.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Performing the BCM 4.0 and SRG 1.5 upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Upgrade Wizard BCM status indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 4

Post-upgrade activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

BCM system tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Client upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Installing Reporting for Contact Center (RCC) . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 5

Hard disk upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Upgrade to BCM 4.0 through hard disk replacement . . . . . . . . . . . . . . . . . . . . . . . . . 38

6Contents

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Appendix A

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Dealing with condition messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Dealing with log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Upgrading to BCM 4.0 after a failed pre-check or upgrade . . . . . . . . . . . . . . . . . . . . . 40

BCM Imaging Tool (BIT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

BIT recovery process prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

BIT recovery process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Common troubleshooting issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Upgrade Guide

Chapter 1

Getting started

Use this document to upgrade a Business Communications Manager (BCM) or Survivable Remote

Gateway (SRG) system to BCM 4.0 or SRG 1.5 software. Table 1 lists the supported upgrade

paths to BCM 4.0 and SRG 1.5.

The upgrade of a beta version of BCM 4.0 software to the released version is supported by the

Software Update task of Element Manager. Refer to the Software Updates chapter of the BCM 4.0

Administration Guide for information on how to use the Software Update task to perform the

upgrade of your BCM 4.0 beta system to the generally available BCM 4.0 released version.

The hardware for BCM200, BCM400, and BCM1000 systems remains the same as for BCM 3.6

and BCM 3.7. If you have a functional BCM system, there is no need to reinstall your system

hardware before beginning the upgrade.

Table 1 Available upgrade paths to BCM 4.0 and SRG 1.5

Software Hardware Upgrade path Comments

BCM 3.6

BCM 3.7

BCM200

BCM400

BCM1000

BCM 3.6 or BCM 3.7 > BCM 4.0

Preserves customer data.

Follow the instructions in this

guide.

SRG 1.0 BCM200

BCM400

SRG 1.0 > SRG 1.5

Preserves customer data.

Follow the instructions in this

guide.

BCM 3.6

BCM 3.7

BCM400

expansion

gateway

BCM 3.6 or BCM 3.7 > BCM 4.0

Preserves customer data.

Follow the instructions in this

guide.

BCM 3.5 BCM200

BCM400

BCM1000

BCM 3.5 > BCM 3.7 > BCM 4.0

Preserves customer data.

For details about upgrading from

BCM 3.5 to BCM 3.7, refer to the

BCM 3.7 Upgrade Guide.

BCM 3.0 BCM200

BCM400

BCM1000

BCM 3.0 > BCM 3.6 or BCM 3.7 >

BCM 4.0

Preserves customer data.

For details about upgrading from

BCM 3.0 to BCM 3.6, refer to the

BCM 3.6 Upgrade Guide.

BCM 2.5 / FP1 BCM1000 Hard disk replacement and re-program

customer data (requires BCM 4.0 upgrade

keycode)

Refer to “Hard disk upgrade” on

page 25

BCM 2.0x BCM1000 Hard disk replacement and re-program

customer data (requires BCM 4.0 upgrade

keycode and 256 Mb RAM)

Refer to “Hard disk upgrade” on

page 25

Survivable Remote Gateway (SRG)

An SRG system uses the same hardware and is based on the same software as a

BCM system (SRG 1.0 is based on BCM 3.6/3.7; and SRG 1.5 is based on

BCM 4.0). When the SRG keycode is applied, only the SRG functionality is

activated. Therefore, the same upgrade process is used to upgrade BCM and SRG

systems.

8Chapter 1 Getting started

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Applicable systems

The upgrade to BCM 4.0 applies to systems running:

• BCM 3.6 (2.2c or 3.1a)

• BCM 3.7 (2.4f)

•SRG1.0

An SRG 1.0 system is upgraded to SRG 1.5 using the BCM 4.0 Upgrade Wizard (located on the

Upgrade CDs) and SRG authorization code. The process is outlined in this guide.

What’s new in BCM 4.0

The primary changes from BCM 3.7 to BCM 4.0 are:

•Operating system: A Linux operating system (OS) replaces Windows NT® Embedded for

BCM 4.0 systems.

•Element Manager: Element Manager replaces Unified Manager as the primary BCM

management tool. Element Manager must be used to configure a BCM 4.0 system; Unified

Manager does not function with a BCM 4.0 system. If you need to configure a pre-BCM 4.0

system (for example, BCM 3.6/3.7), then you must use Unified Manager; Element Manager

does not function with a pre-BCM 4.0 system.

•New IP Phone support: BCM 4.0 supports the following new IP Phones: 1120E, 1140E,

2007, IP Audio Conference Unit 2033, WLAN handset 2212, and the IP Phone KEM.

•Administrator account: In a BCM 4.0 system, the default administrator account is nnadmin,

instead of ee_admin, and the password is PlsChgMe!.

•Keycode functionality: You no longer require a keycode for each feature; you now require

only one keycode to enable software features on the BCM 4.0 system. The single keycode is

generated from multiple feature selections using the Nortel keycode retrieval system (KRS).

•Market profiles and software loads: In BCM 4.0, there are only three software loads (instead

of the five for BCM 3.7); T1 CT2 and E1 CALA are removed. If the BCM 3.6/3.7 system was

running a T1 CT2+ load then it is upgraded with a T1 Etiquette load and if it was running an

E1 CALA load, then it is upgraded with an E1 Global load. These changes are automatically

implemented as part of the upgrade process; no user intervention is required.

•Telset administration: BCM 4.0 supports Telset administration (see BCM 4.0 Telset

Administration Guide).

•USB support: BCM 4.0 adds support for USB ports on the BCM200/400 systems (not

supported on BCM1000). This support includes file loading and UPS connection through the

USB port.

•UPS support over USB: UPS connectivity through the USB port is supported in BCM 4.0 for

the BCM200/400 system for graceful shutdown (not supported on BCM1000).

•Multimedia Contact Center: All custom files (html and txt) are case sensitive and must

match the format shown in default interface folder in CallPilot Manager after upgrading to

BCM 4.0. All custom interfaces created in BCM 3.6/3.7 are also case sensitive and must match

the format shown in CallPilot Manager after upgrading to BCM 4.0.

Chapter 1 Getting started 9

Upgrade Guide

No longer supported by BCM 4.0 software

The following items are not supported by BCM 4.0 software:

•Companion, European Matra DECT, and Symbol: Keycodes are unavailable for BCM 4.0

and these telephones will no longer function.

•PPTP functionality: Point-to-point tunneling protocol (PPTP) for VPN access is no longer

supported. BCM 4.0 provides support for IPSec as the preferred VPN solution.

•Voice Applications: CallPilot Mailbox Manager and Operator Manager, previously available

through the Unified Messaging interface, are no longer available through a graphical user

interface. This functionality can be accessed through Telset administration (see BCM 4.0

Telset Administration Guide).

•BCM 3.6/3.7 wizards: The wizards available in BCM 3.6/3.7 are replaced with similar

functionality in BCM 4.0:

— The Quick Start wizard is replaced by the Startup Profile in BCM 4.0.

— The Add New Users wizard functionality is accomplished using Element Manager.

— The Edit DN Record Template functionality is accomplished using Element Manager.

— The DN Renumber functionality is accomplished using Element Manager.

— The Network Update functionality is accomplished using Element Manager.

— DECT configuration and DECT mobile wizards are no longer available for Matra DECT

since Matra DECT is not supported in BCM 4.0 (Kirk DECT is supported).

•COPS protocol: The ability to configure quality of service queue policies using the COPS

protocol is no longer supported. The synoptics MIBs supported on BCM 3.6/3.7 for this

purpose have also been removed.

•Partial double density: Partial double density (PDD) was used to support Companion

telephones (through buses 6 and 7). Since Companion is no longer supported, PDD is not

required and all buses are full double density (FDD).

Using this upgrade guide

This section explains how to use the information in this guide.

Ensure that you read all the instructions carefully before attempting the upgrade.

First step

• Read the sections in Chapter 1, “Pre-upgrade activities,” on page 11 about prerequisites and

pre-upgrade tasks.

•ReadChapter 1, “Upgrading to BCM 4.0 and SRG 1.5,” on page 6 before performing the

upgrade.

• After you read this information and are certain that your system is ready to be upgraded, go to

the Second step.

10 Chapter 1 Getting started

N0060597N0060597

Second step

Perform the upgrade using the information in Chapter 1, “Upgrading to BCM 4.0 and SRG 1.5,”

on page 6.

The chapter describes:

• Upgrading BCM200/400 and BCM1000 systems

• Upgrading an SRG 1.0 system

• Upgrading a BCM400 Expansion Gateway

• step-by-step instructions to guide you through the upgrade using the Upgrade Wizard

Condition messages might appear during the upgrade. Refer to Appendix A, “Troubleshooting,”

on page 27 for more information about condition messages.

When the upgrade completes successfully, go to the Final step.

Final step

After a successful upgrade, go to Chapter 1, “Post-upgrade activities,” on page 19.

This chapter describes:

• the configuration information that must be re-entered since it was not preserved by the upgrade

process.

• the reinstallation of all client applications supported by BCM 4.0 on all desktop systems.

All of these activities might not apply to your system, but review them and perform the relevant

activities.

Otros manuales para BCM 4.0

Tabla de contenidos

Otros manuales de Software de Nortel

Nortel

Nortel Agent Manual

Nortel

Nortel Contact Center Manager Manual de usuario

Nortel

Nortel N0035509 Manual de usuario

Nortel

Nortel Observe Manual de usuario

Nortel

Nortel Manager Manual de instrucciones

Nortel

Nortel Attendant PC Guía de seguridad

Nortel

Nortel 2350 Manual de usuario

Nortel

Nortel MCC 3100 Manual de usuario

Nortel

Nortel Symposium Agent Manual de usuario

Nortel

Nortel V2 Manual de instrucciones

Nortel

Nortel Quality Monitoring Manual de usuario

Nortel

Nortel Voice Mail Guía de inicio rápido

Nortel

Nortel Wizard Manual de usuario

Nortel

Nortel TAPI Manual de usuario

Nortel

Nortel Express Manual de usuario

Nortel

Nortel Quality Monitoring Manual de instrucciones

Nortel

Nortel NN43119-100 Manual de usuario

Nortel

Nortel TDM Recorder Manual de usuario

Nortel

Nortel VPN Client Manual de usuario

Nortel

Nortel ICB Manual de usuario

Nortel

Nortel Contact Recording Manual de usuario

Nortel

Nortel Business Communications Manager (BCM) &... Manual de usuario

Nortel

Nortel Voice Mail Manual de usuario

Nortel

Nortel Observe Manual de usuario

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