Nortel CallPilot User manual

Nortel CallPilot
High Availability: Installation and
Configuration
NN44200-311
.

Document status: Standard
Document version: 01.06
Document date: 15 May 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
Sourced in Canada
The information in this document is subject to change without notice. The statements, configurations, technical
data, and recommendations in this document are believed to be accurate and reliable, but are presented without
express or implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
The process of transmitting data and call messaging between the CallPilot server and the switch or system is
proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Trademarks
Nortel, the Nortel logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX,
DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1,
SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
AUTOSTART is a trademark of EMC Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.
ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.
DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,
MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,
WINDOWS, WINDOWS MEDIA, WINDOWS NT, and WINDOWS SERVER are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
INTEL is a trademark of Intel Corporation.
LOGITECH is a trademark of Logitech, Inc.
MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.
MYLEX is a trademark of Mylex Corporation.
NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.
NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.
QUICKTIME is a trademark of Apple Computer, Inc.
RADISYS is a trademark of Radisys Corporation.
ROLM is a trademark of Siemens ROLM Communications Inc.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SONY is a trademark of Sony Corporation.
SYBASE is a trademark of Sybase, Inc.
TEAC is a trademark of TEAC Corporation.
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.
WINZIP is a trademark of Nico Mark Computing, Inc.
XEON is a trademark of Intel, Inc.
All other trademarks and registered trademarks are the property of their respective owners.

5
Publication History
May 2007
CallPilot 5.0, Standard 01.06 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
April 2007
CallPilot 5.0, Standard 01.05 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
April 2007
CallPilot 5.0, Standard 01.04 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
April 2007
CallPilot 5.0, Standard 01.03 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
March 2007
CallPilot 5.0, Standard 01.02 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
March 2007
CallPilot 5.0, Standard 01.01 of the CallPilot High Availability: Installation
and Configuration is issued for general release.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

6Publication History
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

7
Contents
Chapter 1 How to get help 11
Chapter 2 Introduction 13
Overview of High Availability 13
High Availability hardware 14
Heartbeat signals 14
Mirroring 14
Managed TCP/IP settings 15
Switch connectivity 16
High Availability network 16
AutoStart software 16
Failovers 18
Limitations 18
Reference documents 19
Chapter 3 Planning and engineering 21
Introduction 21
Management of the TCP/IP network 21
Network planning 23
Planning the High Availability configuration 24
High Availability system checklist 25
Facility planning 27
Switch planning 28
Meridian 1 planning 29
CS 1000 planning 29
Required hardware 29
Hardware included 29
Customer provided equipment 30
Supported hardware configurations 31
Chapter 4 Failover overview 33
Introduction 33
Automatic failovers 34
Manual failovers 35
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

8Contents
Chapter 5 Install and configure the High Availability pair 37
New system installation procedure 37
Prepare the switch and install the 1005r servers 40
Prepare both 1005r servers 41
Configure CP1 and CP2 using the CallPilot Configuration Wizard 48
Connect and verify LAN connections 68
Run Stage 1 of the High Availability Configuration Wizard to check CP1 and CP2
configuration 75
Install the AutoStart Agent and Console software 79
Install the AutoStart software on CP1 79
Add the node 2 administrator account to the AutoStart Console on node 1 92
Install the AutoStart software on CP2 94
Configure the AutoStart software 109
Configure the AutoStart software on CP1 109
Import the AutoStart definition file on CP1 117
Add the Windows administrator password for the AutoStart Utility Processes 118
Add e-mail addresses to the Managed_ELAN_IP_Failure_Notif rule 120
Bring the Resource Groups online 122
Bring the CallPilot Resource Group online on CP1 122
Bring the Resource Groups CallPilot_[CP1] and CallPilot_[CP2] online 125
Test your configuration 127
Create the CallPilot Reporter connections 128
Add the servers to a Windows domain 130
Chapter 6 Maintaining a High Availability system 135
CallPilot Configuration Wizard 135
Change the Server Information 135
Change the Media Allocation 143
Change the Switch Configuration 145
Install a new language 147
Change the Network Interface Card configuration and network settings 150
Change the administrator account password for the Utility Processes 164
Increase software licenses 165
Increase CallPilot channel capacity by adding MPB96 boards 169
Working with domains and workgroups 175
Moving from a domain to a workgroup 176
Manually change the administrator password 180
EMC AutoStart Agent and Console 182
AutoStart maintenance 183
Work with resource groups 208
Perform failovers and monitoring 212
Software operations 216
Support 235
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

Contents 9
Install PEPs 235
Microsoft Hotfixes 238
Remote support 238
Backup and restore 241
Reimage or replace a server in the High Availability pair 248
Chapter 7 Upgrades, migrations, and feature expansion 255
Introduction 255
Guidelines 257
Feature Expansion: Adding the High Availability feature to an existing CallPilot
5.0 1005r server 259
Feature expansion task list 259
Prepare the switch 260
Install the new 1005r server (CP2) 261
Record the current 1005r server configuration (CP1) 262
Run the Upgrade Wizard on the existing server (CP1) 262
Prepare the new 1005r server (CP2) 266
Run the Setup Wizard on CP2 267
Configure CP1 using the Configuration Wizard 271
Configure CP2 using the Configuration Wizard 275
Complete the High Availability configuration process 279
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

10 Contents
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

11
Chapter 1
How to get help
This chapter explains how to get help for Nortel products and services.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
•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 not find the information you require on the Nortel Technical
Support Web site, and have a Nortel support contract, you can also get help
over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

12 Chapter 1 How to get help
www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

13
Chapter 2
Introduction
In this chapter
"Overview of High Availability" (page 13)
"High Availability hardware" (page 14)
"High Availability network" (page 16)
"AutoStart software" (page 16)
"Failovers" (page 18)
"Limitations" (page 18)
"Reference documents" (page 19)
Overview of High Availability
In a High Availability configuration, a pair of peer CallPilot servers are used
in the place of a single server. Both servers are connected to the same
switch (Meridian 1 or Communication Server 1000 [CS 1000]) and they are
configured so that one CallPilot server is active (that is, processing calls)
and the other server is in standby mode.
The standby server takes over if the active server fails (due to predefined
failure conditions), or if the administrator decides to manually switch over
to the standby server. This process is known as a failover. For more
information, see "Failovers" (page 18).
To support a High Availability configuration for CallPilot, a combination of
hardware and third-party software is required, as follows:
•There is an entry in the CallPilot 5.0 keycode for the High Availability
feature.
•High Availability is supported only on the 1005r platform. For more
information about the hardware, see "High Availability hardware" (page
14).
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

14 Chapter 2 Introduction
•System control and monitoring and disk mirroring of the High Availability
system is provided by the EMC AutoStart software. For more
information, see "AutoStart software" (page 16).
High Availability hardware
High Availability is supported only on the 1005r platform. Two 1005r servers
are required for the High Availability configuration.
The 1005r server is equipped with two extra dual-Ethernet interface
cards that provide the following three connections between the two High
Availability servers:
•The Heartbeat signal (HB1) connection is used to monitor the state
of the active server.
•The Heartbeat backup signal (HB2) connection is a backup of HB1 in
case the IP interface for HB1 fails.
•The Mirroring connection is used for mirroring data between the two
servers.
ATTENTION
These three connections are critical to High Availability operation. Nortel
recommends that these three connections be made directly, using crossover
cables instead of a hub or switch. Failure of any device such as a hub or switch
in the signal path can create an unwanted results.
Heartbeat signals
The standby server needs a way to tell if the active server is running to know
when to take control if the active serves ceases to run. This is accomplished
through the use of a heartbeat signal that is communicated between the
active and standby server.
Due to the importance of the heartbeat signal, a pair of physical links
(Heartbeat 1 and Heartbeat 2) between the active and the standby servers
are used to transport the signal. This way, if either of the links fail, the
heartbeat signal still has a path between the two servers.
Mirroring
In order for the standby server to take over call processing, the server must
have the same configuration as the failed active server and have access to
all of the data (such as the users and the Application Builder applications)
on the failed server. This task is accomplished by mirroring data between
the two servers. This way, if an active server fails, the standby server of the
pair has an up-to-date copy of all of the data from the active server so it can
take over the role of the failed active server.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

High Availability hardware 15
Managed TCP/IP settings
To the external IP network (including the end users, the switch, and the
CallPilot Web applications) the pair of servers must look like one server.
To accomplish this, Managed IP (also called virtual IP) addresses and
host name settings are used. The Managed IP addresses and host name
settings allow the pair of CallPilot High Availability servers to appear as one
IP address to the outside IP network.
The following figure shows two CallPilot servers and the connections
between them.
Figure 1
Example of a High Availability system
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

16 Chapter 2 Introduction
Switch connectivity
Both CallPilot servers have a DS30 connection to the switch. As a result,
the number of MGate cards required in the switch is double the number
required for a single CallPilot server. For a pair of servers providing 192
channels, the switch must have a total of 12 MGate cards installed (six
MGate cards per 192 channels times two servers). At any one time only one
of the two CallPilot servers is up and running. Therefore, even though there
are 384 channels configured on the switch, a maximum of 192 channels are
available for call processing at any one time.
High Availability network
The following figure shows the network containing the two High Availability
servers (CallPilot 1 and CallPilot 2).
Figure 2
High Availability network
AutoStart software
The AutoStart software is installed on each server and performs the
following functions:
•Monitors the status of both servers in the High Availability pair.
•Performs an automatic failover when a failure condition is detected.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

AutoStart software 17
•Keeps the hard drives on both servers synchronized through a mirroring
process.
•Manages the IP addresses of the ELAN subnet and Nortel Server
subnet, making the server pair appear as a single server to the network.
•Provides a mechanism for administrator-initiated (manual) failovers.
The CallPilot High Availability system uses the following components of
the AutoStart software:
•AutoStart Agent—The Agent software resides on both CallPilot servers
and provides the disk mirroring and managed IP services. The AutoStart
Agent includes the set of processes that performs the AutoStart
monitoring and management functionality.
•AutoStart Backbone—The AutoStart Backbone includes the processes
running on the AutoStart Agent that provide messaging services.
•AutoStart Console—The Console software provides a visual interface
to the High Availability server pair and is used to administer the Agent
software installed on the CallPilot servers. By default, the Console
software is installed on both CallPilot servers so administration of the
pair can be done when the administrator is logged on to either server;
however, the Console software can also be installed on a PC on the
Nortel Server subnet for remote administration.
The AutoStart Console provides the following:
— A centralized monitoring and administration tool for taking managed
resources and resource groups online and offline, which reduces
administrative overhead.
— A real-time reflection of object states. As soon as AutoStart detects
a state change for an object, the graphical interface updates its
display to reflect that change. See "Checking the status of the
servers and failovers" (page 193).
— An interface to define and configure all the managed resources from
a single local or remote location.
The AutoStart software is manually installed when you configure the pair of
CallPilot servers with the High Availability feature. The required AutoStart
software is included on the CallPilot 5.0 Applications CD.
ATTENTION
This version of the software is tested and verified to work correctly with the
CallPilot 5.0 High Availability feature. The AutoStart software on the CallPilot
server must not be updated or patched unless the new software or patch is tested
and validated by Nortel.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

18 Chapter 2 Introduction
Failovers In a High Availability system, one server is active while the other is in the
standby mode. If a predefined failure occurs on the active server, the
standby server comes into service, becoming the active server. The process
of the standby server becoming the active server is called a failover.
For more information, see Chapter 4 "Failover overview" (page 33).
Limitations The limitations of the High Availability system include the following:
•The two High Availability servers must be colocated. The locations of
the servers are limited by the length of the DS30X cables that connect
the High Availability servers to the Meridian 1 or CS 1000 switch. The
maximum length of the DS30X cables is 32.8 feet or 10 meters long.
•Failover limitations include the following:
— Any connections (that is, calls in progress) to the active CallPilot
server are lost after a automatic or manual failover occurs.
— There is a window during the failover when neither the active
nor standby server is available; therefore, the CallPilot system is
inaccessible. In the default configuration, voice processing is not
available for approximately 10 minutes after the failover is started.
This time can be decreased by disabling the DSP diagnostics.
Other services, such as Internet Message Access Protocol (IMAP)
connections, may be available in a shorter window.
— Only a limited number of automatic failover cases are supported,
as follows:
– A reboot or shut down of the active server.
– Loss of connection on the ELAN at the TCP/IP level (for example,
failure of the server to respond to the ping command for a
specified period of time).
– Failure of one or more of the critical CallPilot services. The
system attempts to restart a failed critical CallPilot service three
times before resorting to a failover.
•Mirroring limitations include the following:
— Due to the way the AutoStart software does disk mirroring, the
mirrored drives cannot be accessed on the standby server while in
use on the active server. This means that the multimedia file system
(MMFS), database, and Application Builder applications cannot be
accessed on the standby server while the active server is up and
running.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

Reference documents 19
— There is no way to break the mirroring between the active and
standby servers (to make the mirrored drives visible on the standby
server while the active server is running) without also temporarily
taking down the active server.
•Performance Enhancement Packages (PEPs) must be applied
individually to each server in the High Availability pair.
•The CallPilot 5.0 High Availability feature does not support geographic
redundancy.
•The Voice Profile for Internet Mail (VPIM) prefix on both servers in a
High Availability server must be the same.
•If the High Availability system is part of a Windows Domain, both servers
(CP1 and CP2) must belong to the same Windows domain.
•The CallPilot system monitor cannot run on the standby server as there
are no database, MMFS access, or CallPilot services running.
•If scheduled backups are performed to a local tape drive on the active
server, the backup fails after a switchover unless the tape drive is
physically moved and connected to the standby server or a second tape
drive is connected to the standby server.
•If scheduled backups are preformed to a remote backup device (that
is, a network share), the same backup device must be configured
through CallPilot Manager on both servers in the pair. If the device is
only defined on the active server, any scheduled backups to that device
fail on the standby server.
•The computer names of the High Availability servers must contain only
alphanumeric characters. Nonalphanumeric characters (such as a
hyphen [-]) are not allowed.
•In CallPilot 5.0, the High Availability feature cannot be used with CallPilot
and Contact Center integration.
Reference documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.

20 Chapter 2 Introduction
Nortel CallPilot
High Availability: Installation and Configuration
NN44200-311 01.06 Standard
5.0 15 May 2007
Copyright © 2007, Nortel Networks
.