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Planning an Upgrade to Intuity AUDIX Release 5
Overview
An upgrade involves replacing a previous release of an Intuity AUDIX system with a new system and copying all customer data to the new system.
Upgrade Planning covers upgrade planning considerations and tasks to implement a successful upgrade to an Intuity AUDIX Release 5 system. The information in this section is intended for the sales team, including account executives and project managers who are responsible for coordinating the upgrade with the customer and the technician.
Note: If you are migrating to Intuity AUDIX Release 5 from an Avaya voice messaging product other than Intuity AUDIX, see Planning a Migration for more information.
This section includes information about:
- Upgrade Versions
- Upgrade Planning
- Upgrade Implementation
- Release 5 Features
- Pre-Upgrade Administration
- Post-Upgrade Administration
Use the Planning Checklist at the end of this section to help track these upgrade tasks.
Upgrade Versions
You can upgrade from an earlier Avaya Intuity AUDIX release to a new Release 5 system or upgrade within Release 5 as you move to a larger system. The following tables show upgrade possibilities.
*This upgrade is to MAP/5P, version 3 (V3) only.
Upgrade Planning
An upgrade to an Intuity AUDIX Release 5 system involves replacing the computer and copying customer data from a previous release to the new Release 5 system. The new system is powered up and placed in service. The old system is then returned to the factory.
Before the actual upgrade, the sales team is responsible for working with the correct domestic or international sales support teams. Planning procedures are different for domestic or international customers:
- For domestic upgrades, the sales team works with the Sales Design and Support Center (SDSC) to prepare the pre-upgrade analysis of the customer's system requirements. The Multimedia Messaging Implementation Support Center (MMISC) schedules and supports the upgrade.
For design support online, call the SDSC at 888-297-4700, then press prompts 2, 3, 1.
- For international upgrades, the sales team works with their Center of Excellence (COE) to prepare the pre-upgrade analysis of the customer's system requirements, complete the appropriate forms, and then schedule the customer upgrade.
See the Planning Checklist for a sequential list of tasks.
Pre-Upgrade Analysis - Domestic
The pre-upgrade analysis consists of determining the customer's specific requirements. The sales team must request a "SysEval" run on the existing Intuity AUDIX system. You can find the form one of two ways:
- Go to: http://associate2.avaya.com/tech_info/sdsc/forms/IntuityUpgradeReq.htm
- Go to http://sdsc.avaya.com/, select SDSC - FORMS from the menu at the top of the screen, and then select INTUITY UPGRADE SYSTEM EVALUATION REQUEST from the list.
Follow the directions on the form to submit the information to the SDSC.
The results of the SysEval test are sent to the Sales team. The Sales Team must use this information to compare the results to the configurator. Any required changes should then be made to the configuration.
Note: The new Intuity AUDIX system must have at least the same features and capacity as the old Intuity AUDIX system.
Download and complete a Reusable Upgrade Kit (RUK) request form. Find the form one of two ways:
- Go to: http://sdsc.avaya.com/sdsc_main/Products/voicemessaging/voicemessjobaids_2.htm#RUK
- Go to http://sdsc.avaya.com/, select JOB AIDS from the menu at the top of the screen, select MULTIMEDIA MESSAGING from the drop-down list, and then scroll down to the UPGRADE FORMS AND TOOLS section.
The RUK form must be completed, signed, and returned to the MMISC center before the RUK can be scheduled for the upgrade. The RUK must be ordered at least 20 days in advance of the upgrade and is sent to the project manager two days before the scheduled upgrade date.
Pre-Upgrade Analysis - International
The pre-upgrade analysis consists of determining the customer's specific requirements. The Center of Excellence completes the analysis to ensure the technical accuracy and correct implementation of a customer's upgrade.
Once the analysis is complete, the configuration is verified using OMNI. The upgrade request is uploaded from OMNI to IAS2. The local project manager requests the RUK from COE. The Center of Excellence coordinates and ships the Reusable Upgrade kit to the project manager.
Upgrade Issues
Several issues should be considered when planning an upgrade to an Intuity AUDIX Release 5 system.
- If the system contains the Intuity AUDIX Interactive Voice Response (IVR) module, this module must be removed before a system can be upgraded to Release 5. IVR is not compatible with Release 5.
- If the system is out of disk space and cannot support another hard disk, some information may have to be removed or additional hardware might need to be purchased. The syseval tool determines if the platform can support another hard disk.
- The traffic data and Activity Log data are not transferred during an upgrade. If the customer uses traffic data on a regular basis, run the appropriate traffic reports immediately prior to the start of the upgrade.
- The speed of the upgrade data transfer and the operating efficiency of the new system can be improved by removing old mailing lists, old messages, and inactive users. Request that the customer do this before the upgrade date.
- During an upgrade, the system must be taken out of service for the data transfer. How long the system is out of service depends on the hardware changes required and the amount of data to be transferred. The amount of time that the system is out of service affects the:
- Amount of time the technician is scheduled to be on site for the upgrade
- Advance instructions for the end subscribers
- Amount of time the system administrator will be involved in the upgrade
- Call Accounting System (CAS) data is not transferred to the new system during an upgrade, but can be moved over in a separate process. To transfer the CAS data:
- On the old system, use the normal CAS backup procedure.
- Complete the Intuity AUDIX upgrade.
- Install the CAS software on the new machine and configure it properly.
- Use the normal CAS restore procedure onto the new system.
- Merge the old partial month data with the partial month data on the new system.
Refer to the CAS documentation for more information about this process. For assistance, call 1-800-242-2121, extension 15266.
Upgrade Implementation
To ensure a successful upgrade, verify the following before proceeding with the upgrade:
- The new system and RUK have arrived and contents have been checked.
- The site for the new system is prepared.
- Issues with transferring custom announcements are addressed.
- SA, VM, and IMAPI passwords are recorded for the technician.
Upgrade Components
Verify that the new system was shipped with all the necessary components. Before starting the upgrade, the technician should verify the following:
- The new Release 5 system is configured with the same options as the existing system or with increased capacity or additional features, if the customer purchased increased capacity or additional features as part of the upgrade. Note that monitors are sent only if ordered.
- The RUK has arrived.
- The switch integration is configured the same for the new system.
The following documentation is useful during the upgrade and should be available.
- Intuity Messaging Solutions Release 5 Documentation for Technicians CD, 585-313-807.
- Intuity Messaging Solutions Getting Connected, 585-313-703, for information about connecting the Intuity AUDIX system to switches, networks, terminals, and modems.
- The appropriate switch book for the switch that is used with the Intuity AUDIX system. These can be found on the Intuity Messaging Solutions Release 5 Documentation for Technicians CD.
See New System Install, Installation Prerequisites for detailed information.
The RUK is sent 2 days before the upgrade. Verify that the RUK contains the following:
- MAP/5 SCSI cable and adapter
- SCSI cables
- External disk cartridge drive and disk cartridges
- Upgrade software tape
- A/B switch and video cables
- SCSI interface circuit card
- Upgrade Procedure documentation
See the Upgrade Procedures documentation for a detailed description of the contents of the RUK.
Site Planning
The new Intuity AUDIX Release 5 system is shipped to the site prior to the upgrade. The technician unpacks and assembles the system on the day of the upgrade.
Note: If time permits, the new system could be assembled and powered up earlier to verify that it was not damaged in shipment. This helps to ensure a smooth upgrade.
When only one monitor is available during the upgrade, the monitor is shared between the existing system and the new system. Adequate space and power must be available for both systems. Typically, video cables are 10 feet long. Therefore, if one monitor is used, the new and existing systems can be no more than 20 feet apart. The monitor is connected to both systems through an A/B switchbox that is part of the RUK.
Additionally, the new Release 5 system must be located so that the cables from the existing system can be swung to the new system once the upgrade is complete.
Space and Power Requirements
The site must have adequate space and power for the new system. See Preparing the Site for the physical requirements for the installation site including weight and space considerations and power requirements.
In addition to the power requirements outlined in Preparing the Site, the following requirements apply:
- Each computer and printer must be located within 6 feet of its power receptacle.
- The communication cables must be kept separate from the power cables.
- Communication and power cables must be installed in accordance with National Electrical Codes (NEC).
- The AC power output receptacle on the back of the unit must be used for a video monitor only.
Running the Upgrade
The data is transferred from the existing system to the new system while the existing system is out of service. Both the existing and new system's voice services are stopped while all data files are transferred. Service is restored on the new system after the transfer is complete.
The following is an overview of the upgrade sequence that the technician performs:
- Prepares for the data transfer
The technician assembles the new system and verifies that it is working.
- Backs up the existing database
While the old system is off, an external disk cartridge drive is connected. The old system is restarted and a special upgrade backup procedure backs up the customer database.
- Installs the database, cables the new system, and starts server
- The new system is started and the backup database is restored. The technician checks that the database was successfully transferred.
- The new system is shut down. The temporary components from the RUK are removed and returned to the kit.
- Packs up and returns the old system and the RUK
- Performs some verification procedures to ensure that the Release 5 system is active and performing as designed
The following table shows estimates of the time required for upgrades. The difference between the minimum and maximum time required depends on the amount of data to be transferred. These are estimates only and may not reflect the exact time it takes to upgrade an individual system.
Table: Upgrade Within the Same Release Time Estimates
Custom Announcements and Fragments
Custom announcements are transferred during the upgrade but might not be activated at that time. The system administrator might have to readminister custom announcements as part of the upgrade procedure. Depending on the complexity and the number of customized fragments, readministering the custom announcements could add an additional 30 minutes to the time required to perform the upgrade.
The project manager should work with the customer to determine how to address custom announcements during the upgrade.
The custom announcements from the old system might not be applicable on the new system because new announcements are added, changed, or reserved when an Avaya Intuity Messaging Solutions Release 5 system replaces a previous system. To find the names of the active announcement set, check page 3 the System Parameters Features screen.
The project manger should work with the system administrator to make a list of announcements the customer has customized or recorded. The system administrator should understand how each fragment was customized. For example, whether it was re-recorded as a fragment, replaced a fragment with silence, or a blank. This list will help identify announcements that need to be reinstated after the upgrade. How the customized announcements are reinstated depends on two things:
- How applicable they might be for Release 5.
- Whether the custom announcement set was created and then the fragments customized in the set (recommended), or if the custom announcement set package itself was modified.
NetCare Consulting Service must be involved if the announcement set was modified. Schedule any work with NetCare Consulting Services in advance of the upgrade.
See Customizing Announcements for detailed information about creating, customizing, and activating an announcement set.
Release 5 Features
Intuity AUDIX Release 5 offers new features that enhance maintainability, availability, reliability, and serviceability. These features are listed in the table for Intuity AUDIX Release 5 New Features. For a description of these features, see What's New with Release 5 and What's New in Release 5.1. For a description of all of the supported features, see Supported Features.
Table: Intuity AUDIX Release 5 New Features
Pre-Upgrade Administration
The project manager should work with the system administrator to make sure that the necessary administrative tasks are performed before the upgrade. Certain information about the upgrade should be provided to the subscribers at one week and one day prior to the scheduled upgrade. In addition, certain system administration configurations must be verified and the information available.
One Week in Advance
- Send a broadcast message about the upcoming changes of the voice system to all subscribers.
- Give instructions to the subscribers about deleting unneeded messages and greetings, as this reduces the amount of time required to transfer files.
- Transcribe copies of custom announcements and determine if changes need to be made.
- Contact NetCare Consulting Services to schedule help with reinstating custom announcements, if necessary.
- Verify all system and feature passwords, including system administrator, voice mail administrator, IMAPI, and trusted server passwords.
One Day in Advance
- Record the SA, VM, and IMAPI passwords for the technician.
- Send a broadcast message telling subscribers of the impending change.
- Remind subscribers again to delete unneeded messages and greetings.
- Make a back up copy of the custom announcements.
- Remind subscribers who receive Avaya Intuity Message Manager software that the AUDIX server ID and mailbox extension are the same for the login screen for Message Manager with fax.
- If Fax Messaging is a new feature, notify subscribers of the dial prefix or prefixes required for fax print destinations. For more information on Fax Messaging see Fax Messaging Administration.
- If Internet Messaging for Intuity AUDIX is used, distribute instructions for sending and receiving email messages.
- If the Aria for Intuity telephone user interface will be offered, distribute user instructions.
- If Avaya Voice Director is a new feature, notify subscribers of the directory extension and the directory capabilities that are available through Intuity AUDIX.
Post-Upgrade Administration
After the system upgrade is complete, the following administrative tasks must be performed:
- Administering Fax Messaging
- Administering email
- Readministering custom announcements or fragments
- Administering Enhanced List Application passwords
- Administering new features
Note: This section lists administration that may or may not need to be performed and is included for planning purposes only. For procedural information see the linked sections.
Administering Fax Messaging
If the upgrade is from Intuity AUDIX Release 3 or Release 4, Fax Messaging may need to be administered. If Fax Messaging is already administered, skip this section. For complete details about how to administer fax, see Fax Messaging.
Administering the Intuity AUDIX Application for Fax Messaging
To administer the Fax Messaging feature, the Intuity AUDIX system must be administered for fax send-and-receive capabilities using the AUDIX administration screens. This involves
- Confirming that Fax Messaging is turned on
- Administering outcalling
- Enabling additional ports for fax call-delivery traffic
Administering the Intuity AUDIX Platform for Fax Messaging
Once the system is administered for Fax Messaging, the Intuity AUDIX platform must be administered. This involves:
- Preparing and administering a fax call-delivery machine
- Administering the fax print destination prefix (optional)
- Enabling Fax Messaging for remote digital machines (if digital networking is used)
Administering Subscribers for Fax Messaging
Fax Messaging can be administered
- Per subscriber
- For a class of service
- As a separate, secondary fax extension for those subscribers who send and receive a greater than average number of fax messages.
Administering Guaranteed Fax
Guaranteed Fax can be administered to provide coverage for busy or out-of service fax print destination machines.
Administering Email (Internet Messaging)
If the upgrade is from Intuity AUDIX Release 3, email is not administered. If the upgrade is from Intuity AUDIX Release 4, email might already be administered for use with the Message Manager feature. If email is already administered, skip this section. For complete details about how to administer email, see Internet Messaging.
Administering the Intuity AUDIX for Integration with Email
The following are required to administer email:
- Two trusted servers configured
- The defined number of simultaneous IMAPI sessions set
- Remote networked machines identified to receive email
- Text-to-speech parameters determined (optional)
- Internet Directory feature turned on to create an Internet directory to use the LDAP feature (optional)
Administering Passwords
After the database is restored on the new system, certain passwords need to be administered. Before the upgrade, record the VM, SA, and IMAPI passwords. After the upgrade, these passwords must be readministered on the new system and, if the Enhanced List Application (ELA) was part of the customer's old system, in the ELA feature.
Administering New Features
If new features were added during the upgrade, these features must be administered. For details about how to administer the following new features, click the feature name in the following list.
- Aria Telephone User Interface
- Avaya Voice Director
- Fax Messaging
- Message Manager
- Internet Messaging
- Internet Directory
Planning Checklist
The following table is a checklist of steps that should be performed before and after an upgrade begins. The sales team can use the checklist to help track upgrade tasks.
Note: If the system being upgraded contains custom announcements, Tasks 10, 11, 12, and 21 should be performed. If the system does not contain custom announcements, these tasks can be skipped.
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