For Non HA setups :
If AACC system goes down due to power outage please perform the below procedure to bring the AACC server box up and make it functional.
1. Restart the cores AACC box.
2. Once the system is up, through SCMU [System control and monitor utility], make sure that all services under each component tab [ LM/ CCMS/ CCT/CCMM/CCMA ] are up and running.
4. Make sure that the cache service is up and running.
5. Following a power outage, view the Windows event logs to determine if any service did not stop gracefully during the power outage.
Procedure
1. On the Communication Control Toolkit server, open the Windows Event Viewer.
2. Determine if any events were created to indicate a service failure by reviewing the following logs:
• Windows error reporting
• hdmp
• mdmp
• Java hotspot
3. Follow up on any specific errors described in the event logs.
6. If any of the service is in hung state [stuck in starting state] or does not start at all, you need to individually kill and restart the process / service. If the service still does not come up or is stuck in starting phase, please collect the below information and contact Technical support with the below information.
i. Windows System and Application logs saved in .txt format.
ii. Specific component logs whose process is not coming up.
iii. Any crash logs or .WER file generated during the issue timeframe.
7. In case of AACC SIP CM integrations, check if AACC is able to connect to AES and SM by running the SGM Client tool [SGMManagementClient.jar] from the below location
D:\Avaya\Contact Center\Manager Server\iccm\sgm\management client\SGMManagementClient.jar
The above test should return connected message for both AES and Proxy server. If any of the above connection fails, it indicates that AACC is unable to establish link with that component [AES / Session Manager or Proxy server] and you need to check if AES / SM is up and functional.
8. In case of AACC CS1k AML integration, If ASM, VSM, TFE are UP in SCMU we’re connected to the CS1k. If they are stuck in starting the ELAN link is down / not established.
9. Use the Database Maintenance Utility to restore the most recent backed up database on the Contact Center servers. If your contact center server is running with a standby server, ensure that you back up the primary server, not the standby server, to back up the most current data.
10. If any of the critical service is not coming up post power outage and this is impacting contact center work, please contact Avaya Technical Support.
For HA setups:
Please follow the procedure mentioned on page 553 of Server Administration NTP to reinstate HA following power outage.
Reinstating High Availability
Switchovers result from network or power outages, or critical monitored service termination on an active node in your contact center. After the switchover, the standby node is now active,
and is running the contact center call routing. After the switchover, the active node is now in standby mode and is either stopped, or in the process of stopping. To make your servers High Availability (HA) capable again, you must perform some steps on both the new active and standby servers.
Procedure
1. On the new active server, run the Database Maintenance utility and back up all of the database applications to a network share. You do not have to stop the active
server to perform this back up.
2. On to the new standby server, if you are using Mission Critical HA, from the System Management and Monitoring Component (SMMC) system tray, click Stop HA System.
If you are using Hot-standby HA or Warm-standby HA the server automatically stops shadowing.
3. Run the Database Maintenance utility and restore each database application individually from the network share.
4. Run the Server Configuration utility to update the Local CLAN information to identify the real local IP address.
5. If you are asked to reboot, a reboot of the server is not necessary.
6. In the Server Configuration utility, click Apply All.
7. Click OK.
8. Click Exit.
9. Click Start > All Programs > Avaya > Contact Center > Database Utilities > High Availability.
10. On the Server Mode dialog, click OK.
11. On the Save Data message box, click Yes.
12. Close HA configuration utility.
13. If you are using Mission Critical HA, skip to step 18 on page 554.
Reinstating High Availability
Avaya Aura® Contact Center Server Administration November 2012 553
14. On the new standby server, click Start > All Programs > Avaya > Contact Center
> Database Utilities > High Availability.
15. Under Server Mode Configuration, select Switchover.
16. Click Tasks > System Control.
17. Select Shadowing.
18. Click Start.
19. Click OK to close HA configuration utility.
20. On the new standby server, from the System Management and Monitoring Component (SMMC) system tray, click Start HA System.
21. On the new active server, from the System Management and Monitoring Component (SMMC) system tray, click Enable Switchover
