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CUSTOMER EXPERIENCE BUSINESS SOLUTIONS GROUP

CXBSG-ALE

Methodology of Procedure

Alcatel-Lucent Omni PCX Upgrade to Release ____

August 19, 2019


Version 1.0
[Client Name] Methodology of Procedure

TABLE OF CONTENTS

Document Control .............................................................................................................................................................2

Objectives .........................................................................................................................................................................4

Equipment and Services Coverage Summary .....................................................................................................................4

Preventive Maintenance Implementation Plan ..................................................................................................................7

Sign Off .............................................................................................................................................................................9

CONFIDENTIALITY NOTICE

The CLIENT acknowledges by its receipt and use of this document that this is CONFIDENTIAL And PROPRIETARY INFORMATION of Trends.
The CLIENT may use information contained in this document solely for the purpose of implementing the project covered by the same.
Please ensure that this document is not disclosed to any person other than your employees with bona fide need to know.

Document Control

Form Title Version Released by Date Released

MOP 1.0
Page 2
[Client Name] Methodology of Procedure

Project Information:

Client Name: St. Francis Shangri-la


Project Title: Preventive Maintenance - MOP

Development & Quality Control

Action Name Remarks


Prepared by: Jonnel Ponesto
Reviewed by:

Version Control

Version Date Released Changed By Pages Affected Remarks/Changes Made


Ed2 JTP July 4, 2018 Task & Implementation Team will
Procedures use new SATA HD for the
installation.
Old CPU7-2 will remain for
revert purposes.

Distribution List:

Name Organization
Christopher Anonuevo TTI
Carl Alcantara TTI
Jonnel Ponesto TTI

Form Title Version Released by Date Released

MOP 1.0
Page 3
[Client Name] Methodology of Procedure

Objectives

1.1. OBJECTIVE

- To update the current Alcatel-Lucent Omni PCX Enterprise Operating System


- Installation of new CPU8 Call Server.
- Upgrade of Omni Vista 8770

1.2. ACTIVITY DESCRIPTION


 Performing a full system upgrade to latest version Release 12.1

1.3. SERVICE IMPACT


 Activity will require 2-4 hour service interruption on the Alcatel Omni PCX Enterprise Server.

Tasks & Procedures

Item Activity Procedures Duration Impact Remarks


No.
Perform a full Log out all Attendant Consoles 15 Temporarily
system Back up minutes Forwarding,
Back-up latest running configuration for Login/Logout
both Call Server CPUA & CPUB feature is not
available

Using swinst account backup mao,


accounting, vg, linux files, etc..
usr4/BACKUP/IMMED
1 usr4/BACKUP/OPS
usr7/vg/dhs
usr7/vg/flash/std
usr2/descript/deliv_id
usr4/afe/ (All the Contents)

File Transfer using FTP software – grab


database and old licenses from
usr4/back-up/immed and usr4/back-
up/ops

Managing Stand Initiate proper shutdown for Standby 60 -90 No major or Can start
By CPU CPU7-2 minutes minor impact.
before
Main
2
Telephone the
Power Off
System is still allowed
Active
Unplugging the CPU7-2 Service Unit

Form Title Version Released by Date Released

MOP 1.0
Page 4
[Client Name] Methodology of Procedure

downtime
Inserting/Plugging the new CPU8 schedule.
Inserting IO2N Board
Inserting ISAB Daughterboard for CPU8
& IO2N board

Power On

Modify IP parameters

Create Philippines Database or Empty


Database

System Reboot

Start Loading existing database (Mao,


VG, Accounting, Linux, Voicemail)

System Reboot

Start loading latest OPS/Licenses

System Reboot

Monitor CPU8 boot sequence


Managing Main Initiate proper shutdown for Main 60 -90 There will be Start of
CPU CPU7-2 minutes system
total
shutdown that
3
will last 15-20 downtime
Power Off
minutes to
move from old
Unplugging the CPU7-2 Service Unit
version to new

Inserting/Plugging the new CPU8

Inserting IO2N Board


Inserting ISAB Daughterboard for CPU8
& IO2N board

Power On

Modify IP parameters

Create Philippines Database or Empty


Database

System Reboot

Start Loading existing database (Mao,


VG, Accounting, Linux, Voicemail)

System Reboot

Form Title Version Released by Date Released

MOP 1.0
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[Client Name] Methodology of Procedure

Initiate MASTERCOPY command

Monitor Status

Start System Check


SUMMARY Total downtime
3 hours & 15
minutes

Equipment and Services Coverage Summary


ALCATEL-LUCENT HARDWARE COMPONENT

Crystal Cabinet

Shelf Status Remarks


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Form Title Version Released by Date Released

MOP 1.0
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[Client Name] Methodology of Procedure

Equipment and Services Coverage Summary

Shelf 1
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Form Title Version Released by Date Released

MOP 1.0
Page 7
[Client Name] Methodology of Procedure

Backup Procedure

Item DESCRIPTION Duration


1  Log out all Attendant Consoles & Agent Sets. 5 mins

 Manual System Backup of running configuration from Role/CPU A 5 mins

 Manual System Backup of running configuration from CPU B 5 mins

 Grab and Save Voice Guide Files 5 mins

 Grab and Save acc/mao-acc Call Accounting Raw Data 5 mins

 Grab and Save afe files or Contact Center raw statistics 5 mins

TOTAL DURATION 30 Minutes

START SYSTEM CHECK


ING
 System/Call Server Status 5 mins

 CPU Redundancy 5 mins

 VOIP Compressor Status 5 mins

 Call Accounting (OMNI VISTA 8770) 5 mins

 Call Accounting (FCS) 5 mins

 Voice Mail 5 mins

 Synchronization (Clocking) 5 mins

 Attendant Consoles 5 mins

TOTAL DURATION 40 Minutes

Form Title Version Released by Date Released

MOP 1.0
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[Client Name] Methodology of Procedure

Automated Attendant / Voice Guides / Contact Center


Description Status Duration
Static Voice Guides 5 mins
Dynamic Voice Guides 5 mins
Pilot Trunks (Automated Attendant)
Automated Attendant Access 5 mins
Automated Attendant Trees 5 mins
Automated Attendant Leaves 5 mins
Contact Center
Pilots 5 mins
Queues 5 mins
Processing Group 5 mins

Voice Logger
Brand Name Status Remarks

TRUNK GROUP TEST PLAN

Item DESCRIPTION Duration


1  Trunk Group ____ 5 mins

 Trunk Group ____ 5 mins

 Trunk Group ____ 5 mins

 Trunk Group ____ 5 mins

LICENSE AUDIT

Item DESCRIPTION Duration


1  Checking of Existing License vs Capacity 5 mins

Form Title Version Released by Date Released

MOP 1.0
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[Client Name] Methodology of Procedure

SIGN OFF

Signing this Method of Procedure, [Customer Name] accepts that the activity has been completely performed based
on the presented procedures for the Preventive Maintenance activity.

Accepted by: Customer Name


Designation:
Customer Name:

Prepared by: Engineer Name:


Systems Engineer
Trends & Technologies Inc.

Performed by: Engineer Name:


Systems Engineer
Trends & Technologies Inc.

Approved by: Jonnel Ponesto


ALE TEAM – Technology Manager
Customer eXperience Business Solutions Group

Form Title Version Released by Date Released

MOP 1.0
Page 10

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