Avaya Product for Proactive Contact 4.1.2 Database User's Manual
Contents
1. Run following commands sqlplus as sysdba SQL gt STARTUP SQL gt alter system reset local_listener scope spfile sid SQL gt commit SQL gt SHUTDOWN SQL gt quit Login to the dialer as sroot Goto SORACLE_HOME network admin Run the following commands a mv tnsnames ora bkp insnames ora b Type Is altr insnames ora and press Enter The tnsnames ora file permission and the ownership must be as follows rw r r 1 oracle oinstall 515 Sep 1 09 33 tnsnames ora c Incase the permission and ownership of insnames ora file is not as stated above then run following commands i Type chmod 644 tnsnames ora and press Enter ii Type chown oracle oinstall insnames ora and press Enter This will change the file permission and ownership to the required value d Verify the correct hostname is present in insnames ora and listener ora For example Page 9 Product Release Notes for Avaya Proactive Contact 4 1 2 Database ADDRESS PROTOCOL tcps HOST lt HOSTNAME gt PORT 2484 22 Login to the dialer as admin 23 Run the following command to start the database start_db 24 Run the following command to verify that the database is running check_db 25 Run the following command to stop the database stop_db 2 5 Uninstallation Procedure Not Applicable 3 List of Customer Fixed Issues Known Issues Troubleshooting and Improvements For2. ST cccceccccecsescecesseececeseneeeeseceneeeeecceeeeesseeeeesssseeaeessensaeessensaeesesseaeesseesaeess 10 3 List of Customer Fixed Issues Known Issues Troubleshooting and Improvements 0 6 10 4 Contacte SUPP OMe tenia air dead lc 10 Page 1 Product Release Notes for Avaya Proactive Contact 4 1 2 Database Revision History Version Date 0 September 14 2009 0 1 October 9 2009 0 2 October 9 2009 0 3 October 15 2009 0 4 October 22 2009 0 5 October 28 2009 0 6 November 9 2009 1 0 November 13 2009 1 1 November 16 2009 1 2 November 18 2009 1 3 November 19 2009 1 4 December 14 2009 1 5 January 06 2010 This document is the release notes for Avaya Proactive Contact 4 1 2 Database This document details the necessary steps to update an existing Oracle Database Before proceeding with this release note for determining the correct order of referring to the release notes refer to the Sequence of using Avaya Proactive Contact 4 1 2 Release Notes document on the Avaya Support site https support avaya com css P8 documents 100068921 NOTE e You perform this installation only if you are upgrading from Avaya Proactive Contact 4 1 to Avaya Proactive Contact SP 4 1 2 e This installation is not required if you are upgrading from Avaya Proactive Contact SP 4 1 1 to Avaya Proactive Contact SP 4 1 2 and have already installed the Oracle Database u
3. following commands to verify that all the PDS processes are shutdown check_pds check_mts check_db NOTE Ensure that the swap space must be more than 3036 MB to start the installation Run the swapon s command to find the amount of swap space 2 3 Installation Procedure This procedure will install the Avaya Proactive Contact 4 1 2 Database de Login to the dialer as sroot 2 Verify the following a Type cd etc and press Enter b Cc Open the oratab file in an editor and ensure the following entry exists at the end of the file orastd opt dbase OraHomel1 N In case the above entry does not exist then include the above entry at the end of the file Type Is altr oratab and press Enter The oratab file permission and the ownership must be as follows Page 5 Product Release Notes for Avaya Proactive Contact 4 1 2 Database rw rw r 1 oracle root 707 Aug 22 08 04 oratab In case the permission and ownership of oratab file is not as stated above then i Type chmod 664 oratab and press Enter ii Type chown oracle root oratab and press Enter This will change the file permission and ownership to the required value Go to SORACLE_HOME network admin 4 Run the following command to take backup of tnsnames ora cp tnsnames ora tnsnames ora bkp Insert the installation DVD in the DVD ROM drive Mount the DVD using the following command mount mnt cdrom 7 Go to the
4. linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the Avaya Support Web site http www avaya com support License USE OR INSTALLATION OF THE PRODUCT INDICATES THEEND USER S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA WEB SITE http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means th
5. G C Go to the location where the DVD is mounted Run the following command to run the OracleCriticalPatchInstaller script OracleCriticalPatchInstaller At the Have you run OracleUpdatelnstaller and OraclePostInstaller script Y or N prompt type Y and press Enter Atthe Please specify path where you have copied p6880880_102000_LINUX zip and p8290506_10204_Linux x86 zip files prompt specify the path where you have copied these files Page 8 Product Release Notes for Avaya Proactive Contact 4 1 2 Database 12 13 14 17 18 19 20 21 At the Replace Patch docs FAQ yles n o A J11 Nlone r ename prompt type A and press Enter Atthe Do you want to proceed y n prompt type Y and press Enter Atthe Email address User Name prompt press Enter 15 At the You have not provided an email address for notification of security issues Do you wish to remain uninformed of security issues Y es N o N prompt type Y and press Enter Atthe Is the local system ready for patching y n prompt type Y and press Enter You see the message Completed invocation of Oracle s critical patch installer on completion of critical patch installation NOTE The critical patch installation takes approximately 10 15 minutes to install Reboot the dialer Login to the dialer as admin
6. Product Release Notes for Avaya Proactive Contact 4 1 2 Database AVAYA INTELLIGENT COMMUNICATIONS Product Release Notes for Avaya Proactive Contact 4 1 2 Database Page 1 Product Release Notes for Avaya Proactive Contact 4 1 2 Database Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document might be incorporated in future releases Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all the time and we have no control over the availability of the
7. abase run the following steps al 10 Go to the location where the DVD is mounted Run the following command to run the OraclePostinstaller script OraclePostinstaller At the Have you run OracleUpdatelnstaller script Y or N prompt type Y and press Enter if no error occurs Atthe Please specify path where you have copied upgrade sql file prompt specify the path where you have copied the upgrade sql file Atthe Enter the full pathname of the local bin directory usr local bin prompt press Enter to select the default location Atthe The file dbhome already exists in usr local bin Overwrite it y n n prompt type Y and press Enter Atthe The file oraenv already exists in usr local bin Overwrite it y n n prompt type Y and press Enter Atthe The file coraenv already exists in usr local bin Overwrite it y n n prompt type Y and press Enter NOTE The oracle database upgrade assistant takes approximately 45 50 minutes to complete the post installation tasks You see the following message on completion of post installation tasks The command completed successfully Completed invocation of Oracle post installation If you are installing Oracle updates on a Non English version of Avaya Proactive Contact 4 1 2 Dialer then run the following command export LAN
8. an use any available DVD writing tool such as Roxio or Nero to write the ISO file on a DVD Select the image burning option from the DVD writing software e For Roxio select the Copy gt Burn Image option e For Nero Express select the Image Project and Copy gt Disc Image or Saved Project option Browse and select the ISO image for burning Wait until the DVD burning is completed Label the DVD as Avaya Proactive Contact 4 1 2 Database Material ID 700479058 2 1 List of Patches provided by Third Party This section provides a list of third party patches included in this release Work item Oracle Patch Set Description Page 4 Product Release Notes for Avaya Proactive Contact 4 1 2 Database Work item Oracle Patch Set Description wi00313255 p6810189 10204 Linux x86 Oracle Database 10g Release 2 10 2 0 4 Patch Set 3 for Linux x86 wi00313255 p6880880_102000_ LINUX Oracle Interim Patching Tool wi00313255 p8290506_ 10204 Linux x86 Critical Patch Update April 2009 2 2 Pre installation Procedure NOTE Avaya Proactive Contact 4 1 2 Dialer Material ID 700479025 should be installed before starting this installation The system should be in a quiet state that is the application should be shutdown and users logged off 1 Login to the dialer as admin 2 Run the following commands to shutdown all the PDS processes stop_pds stop_mts stop_db 3 Run the
9. date Software Dependencies This procedure assumes that Oracle Database 10g Enterprise Edition Release 10 2 0 1 0 is already installed and functioning The software referenced in this document is for update purposes only For this software the Material ID is 700479058 and DVD is labeled as follows Avaya Proactive Contact 4 1 2 Database Material ID 700479058 Page 3 Product Release Notes for Avaya Proactive Contact 4 1 2 Database 2 1 3 Obtaining Avaya Proactive Contact 4 1 2 Oracle database updates You can order all the CDs or DVDs for Avaya Proactive Contact 4 1 2 using the high level bundle code 700478969 The two ways to obtain this release are e Ordering the installation DVD labeled Avaya Proactive Contact 4 1 2 Database Material ID 700479058 e Downloading the ISO file from Avaya Support Web site and writing it ona DVD To download the ISO file 1 2 3 Go to Avaya Support site at http support avaya com In the left pane click Downloads In the Please enter the name of your product text box type Proactive Contact The Proactive Contact option appears below the text box Click Proactive Contact The webpage is redirected to the Avaya Proactive Contact page From the version drop down box select 4 1 x Download the Avaya Proactive Contact 4 1 2 Database ISO image To write the ISO file on a DVD 1 Installation Insert a blank writable DVD in the DVD RW drive NOTE You c
10. e standard hardware Products originally sold by Avaya and ultimately utilized by End User License type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically or this purpose Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more Servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software Units may be linked to a specific identified Server Database License DL Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is i
11. information on Customer Fixed Issues Known Issues Troubleshooting and Improvements as included in the Avaya Proactive Contact 4 1 2 release refer to the List of Fixed Issues Improvements Known Issues and Troubleshooting for Avaya Proactive Contact 4 1 1 and 4 1 2 Dialer OS Agent Agent API Supervisor and Database document on the Avaya Support site https support avaya com css P8 documents 1 00068989 4 Contact Support Customers can contact Avaya Proactive Contact Technical Support through Internet email or telephone For details visit http support avaya com japple css japple 7PAGE OpenPage amp temp template name Su pport Countries Page 10
12. lready exists in the copying location rename it to Disk1 old mv lt directory gt Disk1 lt directory gt Diskl old Here the lt directory gt denotes a path where the installation files are copied The oracle user must have execute permissions on the folder where the files are copied d Inthe Have you installed the Oracle Database 10g Enterprise Edition Release 10 2 0 1 0 Y or N prompt type Y This script takes approximately 10 15 minutes to complete e After the installation is successful you will see the following message The installation of Oracle Database 10g Release 2 Patchset 3 was successful NOTE When the above message is displayed you must press Enter to exit NOTE The following warning will be displayed before the above message appears WARNING The following configuration scripts need to be executed as the root user bin sh Root script to run opt dbase OraHomel root sh To execute the configuration scripts 1 Open a terminal window 2 Log in as root 3 Run the scripts The execution of root sh script is automated in the OraclePostInstaller script that is run in the Post Installation procedure The user does not have to do anything manually therefore ignore this warning Page 7 Product Release Notes for Avaya Proactive Contact 4 1 2 Database 2 4 Post Installation Procedure After successful installation of the Avaya Proactive Contact 4 1 2 Dat
13. nstalled communicate with no more than a single instance of the same database CPU License CP End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server s does not exceed the performance capacity specified for the Software End User may not re install or operate the Software on Server s with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee Named User License NU Customer may i install and use the Software on a single Designated Processor or Server per authorized Named User defined below or ii install and use the Software on a Server so long as only authorized Named Users access and use the Software Named User means a user or device that has been expressly authorized by Avaya to access and use the Software At Avaya s sole discretion a Named User may be without limitation designated by name corporate function e g webmaster or helpdesk an e mail or voice mail account in the name of a person or corporate function or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Product Shrinkwrap License SR With respect to Software that contains elements provided by third party suppliers End User may install and use the Software in accordance with the terms and conditions of the applicable license agreement
14. path mnt cdrom cd mnt cdrom You will see the following files on the DVD e OracleUpdatelnstaller e OraclePostinstaller e OracleCriticalPatchInstaller e upgrade sq e p6880880_102000_LINUX zip e p8290506_10204_Linux x86 zip e p6810189 10204 Linux x86 zip e ReadMe ixt 8 If you are installing Oracle updates on a Non English version of Avaya Proactive Contact 4 1 2 Dialer then run the following command export LANG C 9 Go to the location where the DVD is mounted Run the following command to install oracle updates OracleUpdatelnstaller a Inthe Have you stopped all the Dialer Oracle and Midtier processes Y or N prompt type Y if Dialer Oracle and Mid tier processes are stopped If any of these processes are still running type N and stop the processes before proceeding Page 6 Product Release Notes for Avaya Proactive Contact 4 1 2 Database E b Inthe Please specify path where you have mounted DVD prompt specify the path where the DVD is mounted E c Inthe Please specify path where you want to copy p6810189_10204_Linux x86 zip p8290506_10204_Linux x86 zip p6880880_102000_LINUX zip and upgrade sql files min space required is 2621440K bytes 2 5 GB prompt specify the path where you would like to copy the files For example DVD_OPS path NOTE The above step takes approximately 5 7 minutes to complete If the directory named as Disk1 a
15. pdates during the Avaya Proactive Contact SP 4 1 1 installation e The contents of SP 4 1 1 Oracle updates are bundled with SP 4 1 2 SP therefore the log files for Oracle updates have not changed and still reflect the 4 1 1 SP in log statements and or log file name e The Oracle updates take approximately 45 minutes to 60 minutes Page 2 Product Release Notes for Avaya Proactive Contact 4 1 2 Database 1 Pre requisite 1 1 1 2 Check the version of the Oracle Database currently installed To check the version of the Oracle Database that is currently installed on the Login to the dialer as oracle 2 Run the following command opt dbase OraHomel OPatch opatch lsinventory Verify the version of Oracle If the output of the above command is Installed Top level Products 2 Oracle Database 10g Oracle Database 10g Release 2 Patch Set 3 1032 0 0 0 10 2 0 4 0 There are 2 products installed in this Oracle Home Then Avaya Proactive Contact 4 1 2 Database update does not need to be installed Continue with the Avaya Proactive Contact 4 1 2 Dialer Release Notes If the output of the above command is Installed Top level Products 1 Oracle Database 10g 10 2 0 1 0 There are 1 products installed in this Oracle Home Then Avaya Proactive Contact 4 1 2 Database update needs to be installed Continue with this Release Notes to install the Avaya Proactive Contact 4 1 2 Database up
16. s such as shrinkwrap or clickwrap license accompanying or applicable to the Software Shrinkwrap License The text of the Shrinkwrap License will be available from Avaya upon End User s request see Third party Components for more information Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Third party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com ThirdPartyLicense Preventing toll fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya fraud intervention If yo
17. u suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support Web site http www avaya com support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All other trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Page 1 Product Release Notes for Avaya Proactive Contact 4 1 2 Database Table of Contents 1 Pre requisites ii AAA 3 1 1 Check the version of the Oracle Database currently installed oooconnicccnnnnnnnnnnnnnnninccnnnnccnccannccnnncns 3 1 2 Software Dependencies toi daa 3 1 3 Obtaining Avaya Proactive Contact 4 1 2 Oracle database UpdatesS oooocccconoccccnononccccononcncnanannnncnnos 4 2 InstallatiOnitec ste sete tells eee tat alee tee aul tee tea hat ale tate elit t A ar 4 2 1 List of Patches provided by Third Party ccccccccsseceeeeeeeeeeeeeeeeeaee scenes seaeeeseaeeseaeeseeeeesaeeesaeeseeeees 4 2 2 Pre installation ProC Qure iria O Ad idas 5 2 33 Installation Procede cocido AE EA E 5 2 4 Post lnstallation Procedure imac A cities 8 2 5
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