Upgrade Guide
BCM 4.0
Business Communications Manager
Document Status: Standard
Document Version: 01.1
Part Code: N0060597
Date: October 2006
How to get Help
3
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:
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:
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:
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.
Upgrade Guide
4
How to get Help
N0060597
Contents
5
Contents
Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
What’s new in BCM 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
No longer supported by BCM 4.0 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
First step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Second step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
BCM system tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Management computer tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Record-keeping tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Upgrading the BCM400 Expansion Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Performing the BCM 4.0 and SRG 1.5 upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Upgrade Wizard BCM status indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Client upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Installing Reporting for Contact Center (RCC) . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Pre-upgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Upgrade to BCM 4.0 through hard disk replacement . . . . . . . . . . . . . . . . . . . . . . . . . 38
Upgrade Guide
6
Contents
Dealing with condition messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Dealing with log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
BCM Imaging Tool (BIT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BIT recovery process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Common troubleshooting issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
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7
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.
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
Follow the instructions in this
guide.
Preserves customer data.
SRG 1.0
BCM200
BCM400
SRG 1.0 > SRG 1.5
Follow the instructions in this
guide.
Preserves customer data.
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
BCM 3.0
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.
BCM200
BCM400
BCM1000
BCM 3.0 > BCM 3.6 or BCM 3.7 >
BCM 4.0
For details about upgrading from
BCM 3.0 to BCM 3.6, refer to the
BCM 3.6 Upgrade Guide.
Preserves customer data.
BCM 2.5 / FP1 BCM1000
Hard disk replacement and re-program
keycode)
Refer to “Hard disk upgrade” on
BCM 2.0x
BCM1000
Hard disk replacement and re-program
keycode and 256 Mb RAM)
Refer to “Hard disk upgrade” on
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.
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.
Upgrade Guide
8
Chapter 1 Getting started
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)
SRG 1.0
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.
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Chapter 1 Getting started
9
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
•
•
•
pre-upgrade tasks.
upgrade.
After you read this information and are certain that your system is ready to be upgraded, go to
the Second step.
Upgrade Guide
10 Chapter 1 Getting started
Second step
Perform the upgrade using the information in Chapter 3, “Upgrading to BCM 4.0 and SRG 1.5,”
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 39 for more information about condition messages.
When the upgrade completes successfully, go to the Final step.
Final step
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.
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11
Chapter 2
Pre-upgrade activities
Before you attempt to perform the upgrade, review the following prerequisites carefully to
determine whether your system is compliant, and perform the indicated tasks to prepare your
system for the upgrade process.
If you are unable to correct any issues, contact technical support within your organization for
information on resolving the issues.
Important information to note before attempting this upgrade
This section provides notes, warnings, and information that is critical to the upgrade.
•
•
•
New administrator account is nnadmin: After the upgrade is complete, the only account
available on the BCM 4.0 system is the default administrator account, which is nnadmin and
the password is PlsChgMe!.
BCM 3.6/3.7 backup required: It is important to have a complete and current backup of your
BCM 3.6/3.7 system in case there is a failure of the upgrade. This backup can be used to
restore your BCM 3.6/3.7 system. Then you can attempt the upgrade again.
Hard drive will be erased: Each partition of the entire hard drive is erased and the entire drive
is repartitioned. This removes all data including data that is not recognized as part of the
BCM 3.6/3.7 software and all logs and on-box backups. This affects the entire hard drive,
including documentation, client applications, and the maintenance operating system. However,
operational and configuration data (such as voice mail and telephony data) are preserved. All
components that exist on the hard drive are replaced as needed by the corresponding BCM 4.0
components.
•
•
Voice mail and telephony data are preserved: Telephony data and personal voice mail
messages are preserved during the upgrade even though the entire hard drive is erased.
ISDN/Companion DNs: There is a specific range of DNs reserved for the Companion/ISDN
telephones. Since Companion is not supported in BCM 4.0, all former Companion DNs in the
range appear as ISDN DNs. Also, all the data on the former Companion DNs is set to default
values.
•
•
Hospitality services: The value for Retry Interval is not automatically changed to correspond
with BCM 4.0 parameters. In BCM 3.7, the values for Retry Interval are 2–9 inclusive; the
selected value is retained when upgrading to BCM 4.0. However, if you change the Retry
Interval setting in BCM 4.0, the acceptable values are 2, 4, 6, 8.
Services are unavailable during upgrade: Your system will be out-of-service once you start
the Upgrade Wizard until the upgrade is complete, approximately 60 to 90 minutes under ideal
conditions. The system services are down during that period, so ensure that you notify your
users of the outage. Your system will be fully functional once the upgrade is complete, the
client applications are upgraded, and the services are restarted, with the exception of the items
that are no longer supported under BCM 4.0.
Upgrade Guide
12 Chapter 2 Pre-upgrade activities
•
No longer supported: A number of BCM 3.6/3.7 features are no longer supported in
information.
Pre-upgrade tasks
The pre-upgrade tasks must be completed before attempting the upgrade.
The pre-upgrade tasks are divided into three parts:
•
•
•
BCM system tasks
The Upgrade Wizard verifies many of these system tasks during the initial stage of the upgrade
process. However, if you manually verify these requirements, you can avoid any potential issues
during the upgrade process.
Perform the following tasks dealing with your BCM 3.6/3.7 system before beginning the upgrade:
•
Verify hardware requirements: Ensure that your BCM system meets the following
requirements:
— BCM system running BCM 3.6 (2.2c or 3.1a), BCM 3.7 (2.4f), or SRG 1.0
— Hard disk: must be a Nortel-supplied OEM hard disk (minimum 20GB) with partitions
defined at manufacture or by the BCM Imaging Tool (BIT)
— RAM: minimum of 256 MB
— BCM1000/BCM400: MSC 1A Media Services Card (MSC) with two MS-PEC IIIs or four
MS-PEC IIIs
— BCM200: MSC 1B Media Services Card with one or two MS-PEC IIIs installed
— Optional: USB cable to connect the UPS for graceful shutdown (replaces serial
connection)
•
Ensure that your system name follows the naming standards: The standards for creating a
valid BCM 4.0 system name are different than those for BCM 3.6/3.7. If your system name
does not meet the standards for BCM 4.0, the upgrade will still complete successfully.
However, Nortel recommends that you change your system name to follow the BCM 4.0
naming standards (either before or after the upgrade). Please use the following standards when
determining a system name:
— The system name cannot be blank.
— The system name cannot be greater than 24 characters in length.
— The valid characters are uppercase and lowercase letters (a–z, A–Z), numeric digits (0–9),
and the dash character (-).
— The first character cannot be the dash character (“-”).
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Chapter 2 Pre-upgrade activities 13
•
Perform a backup of your BCM 3.6/3.7 system: Current settings will be lost if there is a
system failure during the upgrade procedure. Use the Unified Manager backup and restore
utility (BRU) to back up all the data on the BCM and store it on a remote host before
proceeding with the upgrade procedure.
Note: If you are using Network Configuration Manager (NCM) to manage your
BCM networks, you can use NCM to automatically obtain and store the backup
images of BCM 3.6/3.7 systems before performing the upgrade to BCM 4.0. You
can invoke the BCM 3.6/3.7 backup in accordance with a centralized schedule.
You can also import the BCM 3.6/3.7 configurations into NCM, and use the NCM
excel report capability through Export to TFTP to create an excel programming
record of all the BCM Unified Manager information that NCM is able to manage.
Ensure that you have a complete current backup file stored in a location other than on the
BCM system or the computer you are using to run the backup. This provides you with a
backup of your most recent settings in the event of a system failure during the upgrade.
Warning: After the upgrade is complete, do not restore your BCM 4.0 system using the
BCM 3.6/3.7 backup. The systems are not compatible and the restore will not function
properly. Use the BCM 3.6/3.7 backup only if the upgrade fails and your system is no
longer functional. A backup can only be restored to a system running the same software
version from which the backup was created.
•
•
Note the BCM IP address: Note the IP address of the BCM system that you want to upgrade.
You are required to enter this information in the Upgrade Wizard when prompted to connect to
the BCM system.
Ensure your BCM 3.6/3.7 system hard disk is correctly partitioned: Your BCM system
hard disk must be partitioned as shown in Table 2. If the hard disk is not correctly partitioned,
the upgrade does not proceed and your system returns to the pre-upgrade state.
Use BIT to correct any hard disk partition issues (see “Upgrading to BCM 4.0 after a failed
Table 2 BCM200/400 and BCM1000 system hard disk partition information
Drive
Label
Type
Size (bytes)
C:
D:
E:
F:
G:
I:
WINNT
DATA
NTFS
NTFS
NTFS
exactly 2623863808
exactly 9911427072
exactly 2105638912
exactly 2105638912
exactly 2105638912
exactly 1052835328
LOGS
NNACTIVE (or NNINACTIVE NTFS
NNINACTIVE (or NNACTIVE) NTFS
MAINTOS
NTFS
Note 1: Drives F and G cannot have the same label. One must be NNACTIVE and the other NNINACTIVE.
Note 2: For BCM1000 systems, the MAINTOS partition can be on drive I or H.
Note 3: For BCM1000 systems, the size of drives C and D must be greater than or equal to the values
provided and drive I (or H) must be greater than or equal to 1052834816 bytes.
Upgrade Guide
14 Chapter 2 Pre-upgrade activities
•
Change (or verify) DHCP subnet names: The BCM 4.0 system supports 4 to 12 characters
for the DHCP subnet name, while BCM 3.6/3.7 supports more than 12 characters. If your
BCM 3.6/3.7 system has multiple DHCP subnet names where the first 12 characters are
identical, you must change one of the subnet names to make it unique - the first 12 characters
of each subnet name must be unique before upgrading. In Unified Manager go to DHCP >
RemoteScope to verify your DHCP subnet names.
If the subnet names in BCM 3.6/3.7 are longer than 12 characters, the first 12 characters are
preserved while the remaining characters are truncated. As a result, it is possible to have two
subnet names that are identical after the upgrade. If there are two identical names after the
upgrade the DHCP Provider Agent removes one of the entries.
•
•
•
Optional – Obtain BCM Imaging Tool (BIT): If an upgrade failure is encountered and the
system is unrecoverable, the BIT can be used to image the system back to the BCM 3.6/3.7
release level. Then you can restore the previously saved backup (BCM 3.6/3.7 backup) such
that the system returns to its pre-upgrade state. When another maintenance window is found,
you can try the upgrade again. For more information on BIT, refer to the BCM Imaging Tool
User Guide.
Change administrator password to default value: You must ensure that your BCM system
administrator account, ee_admin, is available and the password is set to the default value,
PlsChgMe!, before performing this upgrade. After you change the password, perform a
system reboot from the Unified Manager menu before you begin the upgrade. If your password
is not changed to default, the upgrade will not proceed and you will be prompted to change the
password at that time.
Obtain a valid keycode for the upgrade (BCM or SRG): Before beginning the upgrade, you
must ensure that you have a valid keycode for your system. Use KRS to view the existing
features for your site and generate a keycode file for your new BCM 4.0 (or SRG 1.5) system
with the required features. Ensure the features include the upgrade to BCM 4.0 for a BCM 4.0
system and the upgrade to SRG 1.5 for an SRG 1.5 system. Place this keycode file on the
management computer that you are using to perform the upgrade.
BCM 4.0 and SRG 1.5 use a more powerful keycode system, therefore you must generate a
new keycode to upgrade your system to BCM 4.0 (or SRG 1.5). Previous BCM 3.6/3.7 and
SRG 1.0 keycodes do not work for BCM 4.0 (or SRG 1.5).
Keycodes are specific to a release. The upgrade process requires a different keycode for
BCM 3.6, BCM 3.7, and SRG 1.0. For example, you cannot use a BCM 3.7 keycode to
upgrade a BCM 3.6 system to BCM 4.0.
If you obtained a keycode to perform beta testing of the upgrade, you must obtain a new
keycode to run the released version of the upgrade.
For more information on keycodes, see the BCM 4.0 Keycode Installation Guide.
•
•
Disable firewall services: If you are using firewall services on your BCM 3.6/3.7 system,
temporarily disable the firewall until the upgrade has been completed. You will re-enable the
firewall as a post-upgrade task.
Ensure LAN1 port is active: The LAN1 port on the BCM 3.6/3.7 system must be available
and active. Verify that the LAN 1 LED on the BCM main unit is solid green, or view the Status
LEDs in Unified Manager (Diagnostics > System Status Monitor).
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Chapter 2 Pre-upgrade activities 15
•
•
Ensure mapped drives are disconnected: Remove any mapped drives connected to the
BCM 3.6/3.7 systems using the Maintenance Tools web page.
Ensure next hop router IP address belongs to the same subnet as the static routes: The
next hop router IP address for static routes in BCM 3.6/3.7 is validated during the upgrade to
BCM 4.0. This means that the next hop router IP address must belong to the same subnet as
the interface to which it is added, otherwise the static route is not upgraded to BCM 4.0.
For example: Static routes are configured on LAN1 interface with IP address of 172.17.22.10
Route 1:
Route 2:
Destination address: 1.1.1.1
Destination mask: 255.255.255.0
Next hop: 172.17.22.20
Metric: 1
Destination address: 2.2.2.2
Destination mask: 255.255.255.0
Next hop: 10.20.30.40
Metric: 1
On BCM 4.0, route 1 is added and route 2 is deleted since the next hop, 10.20.30.40, does not
belong to same subnet as LAN1.
•
•
Confirm that the voice inventory service is running: To avoid potential errors about the
MSC core telephony software, the media services processor expansion cards (MS-PEC), and
the type of MSC, you must confirm that the voice inventory service is running. In Unified
Manager, select System, then select Tools > Perform System Inventory from the top menu.
Finally select Tools > Display System Inventory. If the service is running correctly, exit
Unified Manager. If the service is not running correctly, reboot the BCM system. Once the
system is running again, display the inventory again to confirm that the service is now running.
Ensure no overlapping subnets in IPSec branch office tunnel accounts: In BCM 3.6/3.7
you can configure an IPSec branch office tunnel where IP subnets in the local accessible
networks overlap the IP subnets in the remote accessible networks. This is not supported in
BCM 4.0. If an IPSec branch office tunnel account has overlapping subnets, this account will
not exist after the upgrade to BCM 4.0.
Before upgrading your system from BCM 3.6/3.7 to BCM 4.0, make sure there are no
overlapping subnets between the local and remote accessible networks in any of your IPSec
branch office tunnel accounts.
•
•
Upgrade IVR application: If your site uses IVR, you must upgrade IVR before upgrading to
BCM 4.0 software. Refer to your IVR upgrade guide for more detailed information.
Prepare Reporting for Contact Center (RCC): Immediately before running the Upgrade
Wizard, perform the following steps to retain your RCC data:
1
2
3
Disable all skillsets and log out all agents from the call center.
Ensure all calls have exited the call center skillsets.
Ensure that RCC has downloaded all the data from the BCM and a complete pre-upgrade
record is available.
4
Backup the RCC database on the Web Host PC. The backup location is:
• For RCC versions 2.3.209 and later, the backup location is: C:\Program
Files\MySQL\MySQL Server 4.1\data\CCRDB.
• For RCC versions earlier than 2.3.209, the backup location is C:\MySQL\data\CCRDB.
Upgrade Guide
16 Chapter 2 Pre-upgrade activities
5
Uninstall RCC from the Web Host PC. Do not uninstall other RCC components such as
MySQL server and clients.
31).
For more detailed RCC backup instructions, see the Reporting for Contact Center Setup and
Operations Guide.
•
Disconnect the uninterruptible power supply (UPS) from your system: If your BCM
system has a functional UPS service for graceful shutdown, do the following to disconnect the
UPS:
1
2
In Unified Manager disable the UPS.
Disconnect your UPS from the serial port.
Management computer tasks
The management computer you use to run the upgrade must meet the following requirements:
•
Verify hardware and network requirements: Ensure that your management computer meets
the following hardware and network requirements:
— Operating system: Windows 98SE, Windows 2000 Professional, Windows XP
(Professional and Home Edition)
— CD-ROM drive (recommended 24X)
— Minimum screen resolution: 640 x 480 or greater (1024 x 768 recommended)
— Color display (256 colors or better recommended)
— Free space on your hard disk (at least 150 MB)
— Browser: Internet Explorer (IE) 5.5, IE 6.0, or IE 7.0
— Ensure the management computer has a stable power supply. It is not recommended to
perform the upgrade process from a laptop using only battery power.
•
•
Configure personal firewall: If you have a personal firewall, such as CyberArmor, ensure
that you either turn it off, or enter the IP address and netmask of the BCM system in the file for
allowed IP addresses. In CyberArmor, this is the Friends file.
Log out of applications: Log out of any VNC, Telnet, PuTTY, Unified Manager, or Element
Manager sessions, and quit any open Windows applications.
Caution: Do not open any Windows, VNC, Unified Manager, or Element Manager
sessions while you perform the upgrade. These sessions can interfere with the progress of
the upgrade.
•
Verify management computer network connection: Ensure that your management
computer is on the same network as your BCM system primary network. Nortel recommends
that you use a computer that is within the same subnet as the BCM system that you are
upgrading. You must connect to the BCM system through the LAN1 port. If there are concerns
about network performance, use a crossover cable connection to the LAN1 port. This latter
configuration provides the fastest possible file transfer.
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Chapter 2 Pre-upgrade activities 17
Record-keeping tasks
The following information is not preserved by the upgrade process. Make note of the
configurations so you can reenter the information after the upgrade is complete:
•
User accounts, groups, and permissions: The user accounts, groups, and permissions are not
preserved during the upgrade. You must reenter this information after the upgrade is complete.
The groups and privileges are implemented differently in BCM 4.0 than in BCM 3.6/3.7. You
must review the groups and privileges for each of your user accounts relative to the BCM 4.0
groups and privileges. Document the current settings so they may be reentered once the
upgrade completes.
•
•
IPSec remote user accounts: The IPSec remote user accounts are not preserved during the
upgrade. You must reenter this information after the upgrade is complete. However, the IPSec
branch office accounts are preserved after the upgrade.
Scheduled tasks: Make note of any scheduled tasks, such as BRU, CDR, and log
management. These tasks must be reentered in Element Manager after the upgrade.
•
•
•
•
•
Firewall record: Note if Firewall Filter logging is required.
SIP: Determine if the system requires SIP and note the settings.
Modem: If the system uses a modem, note the Modem Access Parameters.
ISDN: If the system uses ISDN, note the ISDN Dial-Out User name.
DHCP: Note the settings for DHCP Excluded Address Range and Client Name/Description
for the Reserved Address range.
•
Routing: If the system uses OSPF MTU and OSPF WAN NBMA (Neighbor Priority and
Neighbor Number), note the settings. If the configured protocol is RIP, then RIP global
parameters are upgraded and OSPF global parameters are set to the default values. Similarly, if
the configured protocol is OSPF, then OSPF global parameters are upgraded and RIP global
parameters are set to the default values. If the configured protocol is None, then all default
values are upgraded for both RIP and OSPF.
•
PPTP/IPSec: Determine if PPTP is active on your BCM system since it is not supported after
the upgrade. You must use IPSec instead. You must purchase the IPSec feature with your
keycode to activate this feature.
•
•
•
NAT: For each interface only the rules that are specified in the rule order are preserved after
upgrade.
WAN: Note the PPP Authentication parameters – user name and password for WAN
resources.
LAN: Note the connection type settings for the LAN ports.
Upgrade Guide
18 Chapter 2 Pre-upgrade activities
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19
Chapter 3
Upgrading to BCM 4.0 and SRG 1.5
This section describes the steps to upgrade a BCM 3.6/3.7 system to BCM 4.0 and a Survivable
Remote Gateway (SRG) 1.0 system to SRG 1.5 using the Upgrade Wizard. Since SRG 1.0 is based
on the BCM 3.6/3.7 platform, and SRG 1.5 is based on the BCM 4.0 platform, the upgrade process
to BCM 4.0 and SRG 1.5 is almost identical. Any differences in the procedures are indicated in
this document. The upgrade process also applies to the BCM400 Expansion Gateway, which must
be upgraded before upgrading your BCM host system.
Ensure that you read all the instructions in this chapter carefully before performing the upgrade.
If you have not already done so, read all the instructions in “Pre-upgrade activities” on page 11
before continuing with these instructions.
Warning: Perform a data backup before starting
Perform a backup of your system before you attempt the upgrade. Store the information
off the hard disk of the BCM system and off the computer you use to perform the upgrade.
This ensures that you can restore your system if the upgrade does not complete properly.
Upgrading the BCM400 Expansion Gateway
If you have a BCM400 Expansion Gateway with your BCM system (host), both the BCM host
system and the BCM400 Expansion Gateway must be upgraded. You must upgrade the BCM400
Expansion Gateway before upgrading your BCM host system.
The BCM400 Expansion Gateway is upgraded using the procedures described in this document.
Follow the steps in this guide to upgrade the BCM400 Expansion Gateway.
After the BCM400 Expansion Gateway upgrade is complete, verify that calls are flowing
bidirectionally. When the entire system (BCM400 Expansion Gateway and BCM host system) is
functioning properly, perform a backup of the system.
The BCM400 Expansion Gateway and BCM host system can function for a test period with
different software releases. This is not a recommended configuration for extended use. Once you
confirm that the BCM400 Expansion Gateway is functioning properly, upgrade the BCM host
system immediately.
Warning: Do not upgrade your BCM host system until you confirm that the
BCM400 Expansion Gateway is upgraded and working properly. Resolve any
issues with the BCM400 Expansion Gateway before upgrading your BCM host
system.
Upgrade Guide
20 Chapter 3 Upgrading to BCM 4.0 and SRG 1.5
Upgrading an SRG 1.0 system to SRG 1.5
The Survivable Remote Gateway 1.0 system is a peripheral of the Communication Server 1000
(CS 1000) but leverages the BCM200/400 core software to act as a remote gateway for the Main
Office. Because of this dependency, the upgrade path for SRG 1.0 to SRG 1.5 leverages the BCM
4.0 Upgrade Wizard and upgrade process but requires the unique SRG 1.0 to SRG 1.5 upgrade kit
(NTDU98AA) that includes the SRG 1.0 to SRG 1.5 authorization code.
Figure 1 SRG 1.0 to SRG 1.5 upgrade method
SRG 1.0 system
+
Perform upgrade
SRG 1.5 upgrade keycode
SRG 1.5 system
+
BCM 4.0 Upgrade CDs
SRG 1.0 systems require the SRG 1.0 to SRG 1.5 authorization code. The BCM 3.6, BCM 3.7, or
BCM 4.0 authorization code will not ensure that system is properly enabled for SRG 1.5.
Performing the BCM 4.0 and SRG 1.5 upgrade
Once the Upgrade Wizard is started, the upgrade process takes approximately 60 to 90 minutes to
complete under ideal conditions; some systems may perform the upgrade faster or slower. The
system services are down during that period, so ensure that you notify your users of the outage.
If you encounter condition message during the upgrade, refer to Appendix A, “Troubleshooting,”
You are now ready to start the upgrade.
Warning: Your system will be out-of-service once you start the Upgrade Wizard
until the upgrade is complete.
Warning: Do not disturb the upgrade process once it starts as this may lead to upgrade
issues, even though the upgrade process has features to minimize the chance of data loss.
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Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 21
To perform the BCM 4.0 and SRG 1.5 upgrade
1
Insert the BCM 4.0 Upgrade CD marked Disk 1 into the CD-ROM drive of the management
computer.
• If your CD-ROM drive is configured to run automatically, the welcome page appears.
• If your CD-ROM drive does not run automatically, run Startup.bat.
(On Windows, click Start, choose Run, enter <CD drive letter>:Startup.bat and then
click OK.)
carefully so that you understand the upgrade process. This page explains how the upgrade
process works.
Figure 2 BCM Upgrade Wizard welcome page
2
Click I Accept to proceed with the upgrade.
Upgrade Guide
Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 23
Figure 4 BCM Upgrade Wizard sign-in page
5
6
Enter the IP address of the system being upgraded in the IP Address box.
The IP address format is xxx.xxx.xxx.xxx; press the space bar to move between fields.
In the Password box, enter PlsChgMe! as the password. The username is entered
automatically as ee_admin.
Note: You must use PlsChgMe! for the password or the upgrade will not proceed.
7
Click Browse for keycode file to select the keycode file to install on the BCM system. You
cannot proceed with the upgrade without the correct keycode.
The BCM 4.0 Upgrade keycode is required to upgrade to BCM 4.0, and the SRG 1.5 Upgrade
keycode is required to upgrade to SRG 1.5.
If you are uncertain about how to obtain a keycode, click the How do I get a Keycode? button
or refer to the Keycode Installation Guide.
Upgrade Guide
24 Chapter 3 Upgrading to BCM 4.0 and SRG 1.5
8
Click Next when you are ready to proceed.
If you entered incorrect information, you receive a condition message. Click OK and check
your entry.
After you click the Next button, the Upgrade Wizard performs a system validation to ensure
that your system is ready to receive the upgrade. It also configures FTP access and sends the
pre-check files to the BCM system. The wizard provides indicators of the various activities it
performs to set up and run the verification tool.
If you receive any condition messages during the verification process, refer to Appendix A,
“Troubleshooting,” on page 39 for more details about the condition.
When the verification is complete:
•
•
If the verification is unsuccessful, you receive a condition message describing what is
missing from your system. In this case, click OK on the dialog box, and then click Exit on
the wizard page. Correct the problem before attempting to repeat the upgrade.
a snapshot of the system information.
Figure 5 Screen showing system information and Begin Upgrade box
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Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 25
9
Click Begin when you are ready to continue the upgrade.
Figure 6 Final Confirmation Before Upgrade Begins
10 Click Yes to continue the upgrade.
Note: The BCM system reboots several times during the upgrade process.
upgrade completes, the listing under Action and Status turns from blue to green, and a check
mark appears beside it. Note that the Update Bios line does not appear on upgrades to
BCM1000 systems or any BCM 200/400 system that does not require the BIOS upgrade.
There are also two BCM status indicators that monitor the progress of the upgrade (see
If there are problems with any step, a condition message appears that describes the problem
Upgrade Guide
26 Chapter 3 Upgrading to BCM 4.0 and SRG 1.5
Figure 7 BCM Upgrade Wizard progress page
This box shows the progress of the files being copied to the BCM system.
Warning: Do not press Cancel during file transfers, as it renders your BCM system
out-of-service until the upgrade is restarted and completed.
Figure 8 Transferring Disk 1 Files
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Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 27
the CD drive and insert the second upgrade CD (Disk 2) into the drive.
Figure 9 Insert CD
13 Click OK to continue.
Once the files are transferred, the upgrade continues. The system reboots multiple times before
the upgrade is complete. When the upgrade is complete, the dialog box shown in Figure 10
Figure 10 Successful upgrade completion indicator
14 Click OK.
15 Confirm that both BCM status indicators on the Upgrade Wizard screen are green.
16 To exit the Upgrade Wizard, click the Close box at the upper right corner of the BCM Upgrade
Upgrade Guide
28 Chapter 3 Upgrading to BCM 4.0 and SRG 1.5
Figure 11 Final upgrade screen with green BCM status LEDs
The BCM 4.0 system is back in service. Specific functionality described in Chapter 4,
“Post-upgrade activities,” on page 31 is not accessible until the post-upgrade activities have
been performed.
If you receive any condition messages during system verification or during the upgrade, or to
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Chapter 3 Upgrading to BCM 4.0 and SRG 1.5 29
Upgrade Wizard BCM status indicators
The indicators in the BCM Status box on the transfer/upgrade page change as the transfer and
Figure 12 BCM status indicators
Indicate the current state of BCM
connectivity and service availability
Table 3 BCM status indicators
BCM Connection
LEDs
BCM Services
•
indicates that the application is connected to the
BCM system and can communicate with it.
Green
•
indicates that the BCM is functioning and is
providing all expected capabilities.
•
appears if there is no connection available to the
BCM system, which is normal during some stages
of the upgrade process.
Red
•
•
•
appears during periods when there is no
access to services on the BCM system.
appears any time the BCM Connection
indicator is red.
•
•
•
appears during any reboot that occurs during the
upgrade.
appears once the system modifications begin.
It remains red until the upgrade is complete
and all the services have restarted.
appears if the network connection is disconnected
between your computer and the BCM system.
appears if the BCM system is powered down or in
the middle of a power cycle.
Note: This LED is generally red from the start of
the upgrade process through to completion.
Upgrade Guide
30 Chapter 3 Upgrading to BCM 4.0 and SRG 1.5
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31
Chapter 4
Post-upgrade activities
The following section contains a list of activities that must be performed after running the Upgrade
Wizard.
Note: You may not need to do all of these activities. Not all systems use all the
functions listed below.
You must manually configure the items that were not preserved from BCM 3.6/3.7.
The post-upgrade activities are divided into three parts:
•
•
•
Many of these tasks require Element Manager. You can refer to the BCM 4.0 Installation Checklist
and Quick Start Guide for basic Element Manger information, and the BCM 4.0 Administration
Guide for more detailed information about Element Manager.
BCM system tasks
Perform the following tasks dealing with your BCM 4.0 system after running the Upgrade Wizard:
•
Download and install Element Manager: Open a web browser and access the BCM 4.0
system web page. Download and install Element Manager on the management computer.
Refer to the BCM 4.0 Installation Checklist and Quick Start Guide for more information on
obtaining and installing Element Manager.
•
Connect to your BCM 4.0 system using Element Manager: Use the default username and
password, nnadmin and PlsChgMe!, to access your BCM 4.0 system using Element
Manager. The first time you connect to the system, you must change your password before
continuing (After you enter the new password, click the Welcome link to activate the confirm
password box). Refer to the BCM 4.0 Installation Checklist and Quick Start Guide for more
information on obtaining Element Manager and connecting to the system.
•
•
Connect the UPS to your system: If your BCM system requires a UPS service for graceful
shutdown, do the following to reconnect the UPS:
1
Re-connect your BCM system to the UPS using a USB cable and the USB port on your
system.
2
In Element Manager enable the UPS on your system (Administration > System Status >
UPS Status).
Change the default password: For added security, you can change the default password for
your nnadmin account and associated telset ID.
Upgrade Guide
32 Chapter 4 Post-upgrade activities
•
Ensure that your system name follows the naming standards: If your system name does
not follow the naming standards for BCM 4.0, then change your system name to follow the
•
Configure the system time zone: Verify that the time zone including location for your system
is correct (Configuration > System > Date and Time > Time zone). BCM 4.0 includes more
time zones than previous BCM software versions. After the upgrade your system might
display an incorrect time zone, since it is not possible to upgrade the time zone setting to one
that did not exist in the previous BCM software version.
•
•
Confirm the system is in SRG Mode (SRG systems only): To verify that your SRG 1.0
system is upgraded to an SRG 1.5 system, open Element Manager and verify that the
Survivable Remote Gateway tab is visible (Configuration > Resources > Survivable Remote
Gateway).
Create IP filter rule: Connect to the system with Element Manager and create the IP filter
rule to allow the required port to access the BCM system (Configuration > Data Services >
NAT and Filters > Interfaces). This is required to access the system once the firewall is
enabled.
•
•
•
Enable the firewall (NAT): After creating the IP filter rule, enable the firewall on the BCM
system (Configuration > Data Services > NAT and Filters > Interfaces).
Scheduled tasks: Reprogram any scheduled tasks, such as backup, CDR, and log
management (see the BCM 4.0 Administration Guide).
Configure SIP: If the system requires SIP, configure the required settings using Element
Manager (Configuration > Resources > Telephony Resources, then select an IP Trunk from the
list of modules).
•
•
•
User accounts: Reenter the user accounts, groups, and permissions according to the
information gathered in the pre-upgrade tasks using Element Manager (Configuration >
Administrator Access > Accounts and Privileges).
LAN: The LAN connection type is set to the default value, Auto Sense. If your system
requires another setting, you must change this value manually (Configuration > Resources >
Network Interfaces).
WAN: If users require WAN access you must reconfigure the PPP Authentication parameters
– username and password for WAN resources. (Configuration > Resources > Network
Interfaces > Interfaces > WAN > PPP Parameters). If you need to change the associated
password, go to: Configuration > Administrator Access > Accounts and Privileges > View by
Accounts, then select the username and click Modify. This changes the password for all
instances of that username.
•
•
DHCP: You must reconfigure the DHCP server settings for DHCP Excluded Address Range
and Client Name/Description for the Reserved Address range (Configuration > Data Services
> DHCP Server > Subnet Name > Address Ranges).
Modem access: If users require modem access for remote management tasks, you must
configure the Modem Access Parameters (Configuration > Resources > Network Interfaces >
Interfaces > Modem).
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Chapter 4 Post-upgrade activities 33
•
ISDN: If users require ISDN access for remote management tasks, you must configure the
ISDN Dial-Out User name (Configuration > Resources > Network Interfaces > Interfaces >
ISDN). If you need to change the associated password, go to: Configuration > Administrator
Access > Accounts and Privileges > View by Accounts, then select the username and click
Modify. This changes the password for all instances of that username.
•
•
PPTP/IPSec: Since PPTP is not supported on BCM 4.0, you must use IPSec. You must have
IPSec as one of the features included in your keycode for this feature to function on your
system (Configuration > Data Services > IPSec VPN).
Received number lengths and OLI changes: If the system DN length and the Public
Received Number length (target lines) on your system are different, enter the Private Received
Number (new field) for each of the target lines (Configuration > Telephony > Lines > Target
Lines). Also, enter the Private OLI for each of the telephones. If the Private Received Number
length and the Private OLI are not populated, the MCDN private networks cannot support
CLID. If the system uses a DPNSS keycode, enter new Private Received Number lengths.
•
•
Routing: If the routing protocol is RIP, then RIP global parameters are upgraded and OSPF
global parameters are set to the default values. Similarly, if the routing protocol is OSPF, then
OSPF global parameters are upgraded and RIP global parameters are set to the default values.
If the routing protocol is None, then all default values are upgraded for both RIP and OSPF.
Also, OSPF MTU and OSPF WAN NBMA (Neighbor Priority and Neighbor Number) are not
upgraded. You must manually set these parameters using Element Manager (Configuration >
Data Services > Router).
Multimedia Contact Center: If you used the files Preferences.html (or Preferences.txt),
CallerSetup.html, or LaunchMonitor.html to customize you Multimedia Contact Center in
BCM 3.6/3.7, you must customize the new versions of these files after upgrading to BCM 4.0.
The files Preferences.html and Preferences.txt are not used in BCM 4.0, although the files
remain on your BCM system; they are replaced by CallSetup.html in BCM 4.0.
All custom files (html and txt) are case sensitive and must match the format shown in default
interface folder in CallPilot Manager. All custom interfaces created in BCM 3.6/3.7 are also
case sensitive and must match the format shown in CallPilot Manager.
To access the custom files, launch Element Manager, then go to Configuration >
Applications > Voice Messaging/Contact Center, then click Launch CallPilot Manager.
Click Contact Center from the left side of the web page, then click Customize MMC Files.
For the interface you wish to customize, click View (or View/Change). You can now select the
required custom files from the list. For more information on customizing files, refer to the
Multimedia Contact Center Web Developer Guide.
•
Install NCM: If NCM was previously used to manage your BCM 3.6/3.7 system, you can
continue to use NCM to manage your BCM 4.0 system by adding NCM 3.6 Release Pack 2
(NCM 3.6 RP2) software to your NCM 3.6 server.
The following two operations are available with NCM 3.6 RP2 to update the NCM database to
reflect the newly upgraded devices:
— Replace Configuration in Database operation—updates the NCM database to reflect the
imported configuration of the newly upgraded device (Configuration folder)
— Replace Backup Archive in Database operation—updates the NCM database with a new
backup archive image (File Management folder)
Upgrade Guide
34 Chapter 4 Post-upgrade activities
•
•
Last-minute revisions: Read the documentation addendum for any last-minute issues that
may need addressing with the new software.
Back up data: As soon as you confirm that the system is operating as expected, perform a
backup of all data, using Element Manager (Administration > Backup and Restore). This is
now your current backup.
Client upgrade tasks
After you upgrade your BCM system, follow these procedures to upgrade BCM clients on each
client computer. The BCM clients must be compatible with BCM 4.0 software, which involves
installing a new version of the client, available through the BCM 4.0 web page.
You should uninstall previous versions of the client applications (if applicable) before installing
the new version.
If your system requires Reporting for Contact Center (RCC), refer to “Installing Reporting for
To uninstall a client application
Warning: Call Detail Recording
Do not uninstall earlier versions of Call Detail Recording when installing new versions.
1
2
On the client computer, click the Start button, select Settings, and click Control Panel.
The Control Panel window appears.
Double-click the Add/Remove Programs icon.
The Add/Remove Programs Properties dialog box appears.
3
4
From the list of installed programs, select the program you want to uninstall.
Click the Add/Remove button. The program indicates when the uninstallation is complete.
To install the new version of the client application
1
Open a web browser and enter the BCM system IP address in the address bar.
The Enter Network Password dialog box opens.
Enter the administrator username and password:
Default username is nnadmin
2
Default password is PlsChgMe!
3
4
Click OK.
The Welcome to BCM 4.0 web page opens.
From the Welcome to BCM 4.0 web page, click Administrator Applications.
The Administrator Applications page opens.
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Chapter 4 Post-upgrade activities 35
5
From the Administrator Applications page, select the application to install.
The panel for the selected application opens.
6
7
8
Download the application according to the instructions on the panel for the application.
Install the application by double-clicking on the downloaded file.
Configure the clients according to your system documentation.
Installing Reporting for Contact Center (RCC)
If you uninstalled Reporting for Contact Center (RCC) in the pre-upgrade tasks or if you require
RCC, you can now install RCC to function with your BCM 4.0 system.
If you are not familiar with RCC or for more detailed information on installing and working with
RCC, refer to the Reporting for Contact Center Setup and Operations Guide.
For more information on installing updates using Element Manager, refer to the software updates
chapter in the BCM 4.0 Administration Guide.
To install RCC
1
2
3
4
Obtain the latest voice mail update from the Nortel Technical Support website.
Obtain the latest RCC update from the Nortel Technical Support website.
Perform a backup of the RCC database.
Install the voice mail update on the BCM 4.0 system using the software updates feature in
Element Manager.
5
Install the RCC update on the BCM 4.0 system using the software updates feature in Element
Manager.
6
7
Download the RCC application from the BCM 4.0 system to the Web Host PC.
Install the RCC application on the Web Host PC.
Upgrade Guide
36 Chapter 4 Post-upgrade activities
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37
Chapter 5
Hard disk upgrade
This section describes the process to upgrade a BCM1000 system running BCM 2.0x or
BCM 2.5/FP1 software to BCM 4.0 by replacing the hard disk with a BCM 4.0 FRU hard disk
obtained from Nortel. Your BCM system also requires 256 MB of RAM.
Warning: The hard disk upgrade does not preserve customer data, including core
data. You must reprogram all customer data after a successful upgrade.
Pre-upgrade tasks
Perform the following tasks dealing with your BCM system before beginning the upgrade.
•
Ensure you have a Nortel hard disk and authorization code: Obtain a BCM 4.0 hard disk
FRU and BCM 4.0 authorization code from Nortel. Other hard disks are not supported on a
BCM system.
•
Obtain a valid keycode file for your system: Before beginning the upgrade, you must ensure
that you have a valid keycode for your system. Use KRS to view the existing features for your
site and generate a keycode file for your new BCM 4.0 system with the required features.
Ensure the features include the upgrade to BCM 4.0. Place this keycode file on the
management computer that you are using to perform the upgrade.
BCM 4.0 uses a more powerful keycode system, therefore you must generate a new keycode to
upgrade your system to BCM 4.0. Previous keycodes do not work for BCM 4.0. Keycodes are
specific to a release. If you obtained a keycode to perform beta testing of the upgrade, you
must obtain a new keycode to run the released version of the upgrade.
For more information about keycodes, see the Keycode Installation Guide.
•
•
Ensure your system has at least 256 MB of RAM: A minimum of 256 MB of RAM is
required to upgrade to BCM 4.0. Install the appropriate amount of RAM in your BCM 2.x
system.
Note the customer data and settings: Note the customer data and settings on your BCM 2.x
system. You need to re-program the system and re-enter the data after the upgrade is complete.
Upgrade Guide
38 Chapter 5 Hard disk upgrade
Upgrade to BCM 4.0 through hard disk replacement
Use the following procedure to upgrade a BCM1000 system running BCM 2.x software to
BCM 4.0 by replacing the system hard disk. The hard disk upgrade does not preserve customer
data, including core data. You must reprogram all customer data after a successful upgrade.
To upgrade to BCM 4.0 through a hard disk replacement
1
2
3
4
Perform a cold start of your BCM 2.x system.
Power off your BCM 2.x system.
Remove the current hard disk from your system (see the Installation and Maintenance Guide).
Install the new BCM 4.0 hard disk into your system (see the Installation and Maintenance
Guide).
5
6
Initialize the hard disk (see the Installation and Maintenance Guide).
Connect to your system with Element Manager.
Open a web browser and access the BCM 4.0 system web page. Download and install Element
Manager on the management computer. Use the default username and password, nnadmin and
PlsChgMe!, to access your BCM 4.0 system. The first time you connect to the system, you
must change your password before continuing (after you enter the new password, click the
Welcome link to activate the confirm password box). For more information on connecting to
your system with Element Manager, see the BCM 4.0 Installation Checklist and Quick Start
Guide.
7
8
9
In Element Manager press the Cold Reset Telephony Services button (Administration >
Utilities > Reset) to perform a cold start and remove the old data.
Configure your system with Element Manager or the Startup Profile (see the Installation
Checklist and Quick Start Guide).
Re-program any remaining customer data and settings as required.
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39
Appendix A
Troubleshooting
There are a number of possible conditions that may occur during the upgrade process. This chapter
provides information about those conditions, the log files generated during the upgrade, and
common issues that impact system functionality.
This chapter contains information about:
•
•
•
•
If you are not certain about how to deal with specific conditions, contact technical support for
assistance.
Dealing with condition messages
During the upgrade process, you might encounter several types of conditions:
•
Automatically corrected conditions: These conditions are automatically corrected by the
Upgrade Wizard during the upgrade process. The user is not aware of these conditions.
•
Minor condition messages: These condition messages are displayed on the screen. Follow the
directions in the message to resolve the issue, then perform the upgrade again. If you are not
sure how to resolve the condition, record the message and contact technical support.
•
Complex condition messages: These condition messages are displayed on the screen, but no
solution is provided in the text, or the solution might be very complex. These conditions
require advanced troubleshooting by experienced professionals. Record the message and
contact technical support for troubleshooting assistance.
Dealing with log files
After the upgrade is complete, specific issues and conditions are captured in log files that can
assist in troubleshooting specific problems:
Note: Be careful that you do not modify the log files. You only need to retrieve
the log files.
Upgrade Guide
40 Appendix A Troubleshooting
•
upgrade.log: This is the main log file for upgrade process. It is created as the upgrade begins
and information is appended to this file during the upgrade process. When the upgrade is
complete, you can access this log file by using Element Manager to retrieve the diagnostic logs
(ARCLog feature). The upgrade.log file is contained in the retrieved file. If this method does
not work, you can also log into the BCM and look in the /var/log/ directory (in some cases it
might be in the /mnt/upgrade/ directory).
•
upgrade_failure.log: This is the log file that records data conversion failures, if any exist. If
this file is created, you see a dialog box during the upgrade process that informs you to view
this log file. If this file does not exist and there is no dialog box, there were no data conversion
failures. When the upgrade is complete, you can access this log file by using Element Manager
to retrieve the diagnostic logs (ARCLog feature). The upgrade_failure.log file is contained in
the retrieved file. If this method does not work, you can also log into the BCM and look in the
/var/log/ directory (in some cases it might be in the /mnt/upgrade/ directory).
•
•
progress.txt: This file records the progress of the upgrade process. If you cannot retrieve the
upgrade.log file, you can view this file to determine the last executed step in the upgrade
process. You can access this file from the /BCMupgrade/upgrade/ directory (or the /mnt/
upgrade/ directory).
upgrade.txt: This file shows the progress of the Upgrade Wizard. You can access it in the
c:\temp directory on the management computer from which the upgrade is being run. Do not
open this file during the upgrade as it is in use by the upgrade process. To access this file
during the upgrade, make a copy of the file and open the copy instead.
Upgrading to BCM 4.0 after a failed pre-check or upgrade
Verify that your system meets the hardware requirements before using the BCM Imaging Tool
BCM Imaging Tool (BIT)
You can use the BIT to recover your BCM system in the event of data corruption. Use the BIT to
recover from events such as:
•
The BCM Upgrade Wizard identifies an issue with the partition scheme of the BCM hard disk
during the upgrade pre-check.
•
The BCM Upgrade Wizard experiences an issue during the upgrade that prevents the upgrade
from completing.
For more detailed information on using the BIT please refer to the BCM Imaging Tool User Guide
included on your BIT application CD.
Note: If you encounter problems during or after the file transfer stage of the
upgrade, ensure you contact technical support before using the BIT.
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Appendix A Troubleshooting 41
Note: Any 3rd party partition management or modifications are not supported by
Nortel. In all cases where partition sizes are identified as invalid, a non-supported
drive imaging or partition management utility (such as Ghost) was likely used.
BIT recovery process prerequisites
In order to image the BCM using the BIT recovery process you require the following:
•
•
BCM Imaging Tool application CD (must be ordered from Nortel)
BCM Imaging Tool Image (3 CDs) matching the current version on your BCM system (BCM
3.6/3.7 support upgrade to 4.0). Available on the Nortel Technical Support Web site.
•
•
•
•
1 CD-ROM drive (Internal IDE or external USB)
PC monitor
PC keyboard
Phillips screwdriver (for Internal CD-ROM drives only)
BIT recovery process
1
Perform a backup of your BCM 3.6/3.7 system (if not already completed) and store it external
to the BCM system.
2
Take note of all the installed patches on your BCM system.
Note: The only time you are required to apply core patches to match pre re-image
level is if you accidentally perform a cold start during the BIT process. A cold start
is not required during the BIT process.
3
Use BIT to image your BCM system to a factory BCM 3.6/3.7 system with the supported hard
BCM Imaging Tool User Guide included on your BIT application CD.
4
5
Initialize your BCM system.
Apply the same patches as you had previously installed or the most current cumulative patch
available from Nortel. For information about obtaining the latest patches, see How to get Help
6
7
Restore the BCM 3.6/3.7 data to your system using the backup taken before re-imaging.
Attempt the upgrade again.
Upgrade Guide
42 Appendix A Troubleshooting
Common troubleshooting issues
The following describes general issues that may prevent your BCM system from functioning
properly.
If your BCM 4.0 (or SRG 1.5) system does not function after the upgrade and the problem cannot
be corrected by other troubleshooting methods.
Recommended action: Revert your system back to the pre-upgrade status (BCM 3.6/3.7 or
SRG 1.0) and attempt the upgrade again.
1
Use BIT to image your BCM system to a factory BCM 3.6/3.7 system. Refer to the BCM
Imaging Tool User Guide.
2
3
Restore the BCM 3.6/3.7 data to your system
The BCM system is now back at the pre-upgrade configuration. You can attempt the
upgrade again.
If you cannot connect to the BCM system with Element Manager:
Recommended action: In a BCM 4.0 (or SRG 1.5) system there is no inbound IP filter rule to
allow the OAM port. Therefore, you are not able to connect to the BCM system with Element
Manager when the firewall is turned on. In this case, you must turn off the firewall. You can
then connect to the system with Element Manager and create the IP filter rule. To enable the
firewall on the BCM system, create a filter rule to allow the required port, then enable the
firewall (Configuration > Data Services > NAT and Filters > Interfaces).
Contact technical support for more information.
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