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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
Overview
ATTENTION
In 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.
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.
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.
ATTENTION
If 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).
ATTENTION
If 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 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.
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.
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.
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.
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.
ATTENTION
In 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.
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.
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.
ATTENTION
If 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).
CAUTION
Risk of malfunction
.
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.
CallPilot
third-party applications
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).
CAUTION
Risk of malfunction
.
After you complete this step, you cannot stop the switchover.
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.
The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
At the end of Stage One, you must check the multicast configuration on the
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 >
Nortel Contact Center > Manager Server > Multicast Address and Port
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.
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 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).
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.
Result: A warning appears describing potential errors for changing this
server.
15 Click OK.
16 Click Close.
Result: The Primary Server (active mode) becomes the Primary Server
(standby mode). The following window appears.
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.
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.
CallPilot
third-party applications
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).
CAUTION
Risk of malfunction
.
After you complete this step, you cannot stop the switchover.
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.
The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
At the end of Stage One, you must check the multicast configuration on the
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 >
Nortel Contact Center > Manager Server > Multicast Address and Port
Configuration.
6 Perform one of the following tasks:
Note: Only complete this task the first time you perform the switchover to
the Secondary Server.
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.
ATTENTION
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 (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
can continue with Stage Two of the switchover procedure.
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.
Post-switchover tasks
You must complete the following tasks on other system components.
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 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).
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.
Result: A warning appears describing potential errors for changing this
server.
15 Click OK.
16 Click Close.
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.
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
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.
CallPilot
third-party applications
CAUTION
Risk of malfunction
.
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 Contact Center Manager
Server services on the Primary Server (active mode).
CAUTION
Risk of malfunction
.
After you complete this step, you cannot stop the switchover.
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, choose Programs > Nortel Contact Center >
Manager Server > Shutdown.
Note: If the Primary Server (active mode) stopped running due to a
loss of power supply, 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.
Result: If you clicked OK, the following window appears.
The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
At the end of Stage One, you must check the multicast configuration on the
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 >
Nortel Contact Center > Manager Server > Multicast Address and Port
Configuration.
6 Perform one of the following tasks:
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.
ATTENTION
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 (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
can continue with Stage Two of the switchover procedure.
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.
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.
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.
Post-switchover tasks
You must complete the following tasks on other system components.
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 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).
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.
Result: A warning appears describing potential errors for changing this
server.
15 Click OK.
16 Click Close.
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 772.
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.
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).
ATTENTION
In 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.
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.
ATTENTION
If 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.
ATTENTION
If 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).
CAUTION
Risk of malfunction
.
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.
Switching over the server—At the end of this procedure, Stage One is
complete.
Configuring the Secondary Server as the active server
Continuing with the switchover on the Replication Server
Completing the switchover—At the end of this procedure, Stage Two is
complete.
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).
ATTENTION
You 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.
The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
3 Click OK.
Result: The following window appears.
2 Click Yes.
Stage Two continues
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 becomes the Primary Server (standby mode).
The following window appears.
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.
CAUTION
Risk of malfunction
You must back up and restore the database on the Secondary
.
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.
Switching over the server—At the end of this procedure, Stage One is
complete.
Configuring the Secondary Server as the active server
Continuing with the switchover on the Replication Server
Removing Warm Standby configurations
Completing the switchover—At the end of this procedure, Stage Two is
complete.
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).
ATTENTION
You 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.
8 From the Start menu, choose Programs > Nortel Contact Center >
Manager Server > Computer Name Sync.
9 Click OK.
Result: A window appears indicating the name synchronization is a
success.
10 Click OK.
11 Restart the server.
12 Log on to the Secondary Server (standby mode) as Administrator.
13 In Windows Network and Dial-up Connections, change the Nortel server
subnet IP address on the Secondary Server (standby mode) to the Primary
Nortel server subnet IP address.
14 (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.
15 Connect the Secondary Server (standby mode) to the ELAN subnet (if it is
not already connected).
16 If necessary, switch the Meridian Mail cable and modem cable.
17 Go back to the Replication Server and click OK on the Reconfigure Server
as Active window.
2 Click Yes.
Result: 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).
2 Click Yes.
Stage Two continues
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 becomes the Primary Server (standby mode).
The following window appears.
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.
CAUTION
Risk of malfunction
You must back up and restore the database on the Secondary
.
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 3 on page 811.
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 Two)” on page 790.
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
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.
Switching over the server—At the end of this procedure, Stage One is
complete.
Configuring the Secondary Server as the active server
Continuing with the switchover on the Replication Server
Removing Warm Standby configurations
CAUTION
Risk of malfunction
.
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).
ATTENTION
You 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.
8 From the Start menu, choose Programs > Nortel Contact Center >
Manager Server > Computer Name Sync.
9 Click OK.
Result: A window appears indicating the name synchronization is a
success.
10 Click OK.
11 Restart the server.
12 Log on to the Secondary Server (standby mode) as Administrator
13 In Windows Network and Dial-up Connections, change the Nortel server
subnet IP address on the Secondary Server to the active Nortel server
subnet IP address.
14 (optional) In Windows Network and Dial-up Connections, change the
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).
16 If necessary, switch the Meridian Mail cable and modem cable.
17 Go back to the Replication Server and click OK on the Configure Server
as Active window.
The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
3 Click Cancel.
2 Click Yes.
Stage Two continues
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 becomes the Primary Server (standby mode).
The following window appears.
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.
CAUTION
Risk of malfunction
You must back up and restore the database on the Secondary
.
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.
3 Click Yes.
Result: The replication between the Secondary Server (active mode) and
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.
Result: The Replication Server configuration is updated to remove the
servers for Contact Center Manager Server as a Warm Standby pair. This
action removes only 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.
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.
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 3 on page 811.
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.
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.
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.
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.
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.
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.
3 Click Yes.
Result: The replication between the Secondary Server (active mode) and
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.
Result: The Replication Server configuration is updated to remove the
servers for Contact Center Manager Server as a Warm Standby pair. This
action removes only 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).
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.
Restart replication
In this chapter
Overview 844
Restart replication 845
Problems restarting replication 863
Overview
ATTENTION
In 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.
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
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.
Restart replication
Restarting replication
1 On the Replication Server, from the Start menu, choose Programs >
Nortel Contact Center > Replication Server > Replication Server
Management.
Result: The following window appears.
2 Click Create.
Result: The following window appears.
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.
Result: The following 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.
ATTENTION
To 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
data” on page 953.
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.
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.
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.
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.
Result: The following window appears.
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.
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).
[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is
complete (database blue).
[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is
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.
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.
Result: The following window appears.
g. Click Done.
h. Eject the backup tape from the tape drive.
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.
Result: The following window appears.
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.
Result: The following window appears.
7 Click Yes.
Result: The Warm Standby Properties window appears.
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.
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.