Cisco Unified Contact Center Express Disaster Recovery System Administration Guide Release 9.0(1)
Unified CCX Disaster Recovery Administration
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Unified CCX Disaster Recovery Administration

Contents

Unified CCX Disaster Recovery Administration

This guide provides an overview of the Disaster Recovery System, describes how to use the Disaster Recovery System, and provides procedures for completing various backup and restore related tasks. This guide serves as a reference and procedural guide that is intended for users of Cisco Unified Contact Center Express 9.0(1)

Disaster Recovery System

Cisco Disaster Recovery System (Cisco DRS), which can be invoked from Cisco Unified Contact Center Express Administration, provides full data backup and restore capabilities for all servers in a Cisco Unified Contact Center Express (Unified CCX) cluster. Cisco DRS allows you to perform regularly scheduled automatic or user-invoked data backups and to restore data after a failure.

In case of high availability (HA), Cisco DRS performs a cluster-level backup, which means that it collects backups for all servers in a Unified CCX cluster to a central location and archives the backup data to physical storage device.

Cisco DRS restores its own settings (backup device settings and schedule settings) as part of the platform backup/restore. Cisco DRS backs up and restores drfDevice.xml and drfSchedule.xml files. When the server is restored with these files, you do not need to reconfigure Cisco DRS backup device and schedule.


Caution


Before running a backup or a restore, make sure that both nodes in a cluster are running the same version of Unified CCX. If different nodes are running different versions of Unified CCX, you will end up with a certificate mismatch and your backup or restore could fail.



Caution


Before you restore Unified CCX, ensure that the Unified CCX version that is installed on the server matches the version of the backup file that you want to restore. Cisco DRS supports only matching versions of Unified CCX for restore. For example, Cisco DRS does not allow a restore from version 8.5(1).1000-1 to version 9.0(1).1000-1, or from version 8.5(2).1000-1 to version 9.0(1).1000-2.



Caution


Before you restore Unified CCX, make sure that the hostname, IP address, DNS configuration, version, and deployment type of the restore matches the hostname, IP address, DNS configuration, version, and deployment type of the backup file that you want to restore.


Cisco DRS includes the following capabilities:

  • A user interface for performing backup and restore tasks.
  • A distributed system architecture for performing backup and restore functions.
  • Scheduled backups.
  • Archive backups to a physical tape drive or remote SFTP server.

Cisco DRS contains two key components, Master Agent (MA) and Local Agent (LA). The Master Agent coordinates backup and restore activity with Local Agents.

The system automatically activates both the Master Agent and the Local Agent immediately after installation on the server and in case of HA setup it is activated on all nodes in the cluster.


Note


In Release 9.0(1), Cisco DRS uses an SSL-based communication between the Master Agent and the Local Agent for authentication and encryption of data between the Unified CCX publisher and subscriber nodes. Cisco DRS makes use of the IPSec certificates for its Public/Private Key encryption. Be aware that if you delete the IPSEC truststore(hostname.pem) file from the Certificate Management pages, then Cisco DRS will not work as expected. If you delete the IPSEC-trust file manually, then you must ensure that you upload the IPSEC certificate to the IPSEC-trust. For more details, see the certificate management help pages in the Cisco Unified Communications Manager Security Guide available here:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html



Caution


Schedule backups during off-peak hours to avoid call-processing interruptions and impact to service.


Quick-reference tables for backup and restore procedures

The following tables provide a quick reference for the backup and restore procedures.


Note


Cisco DRS backs up and restores the drfDevice.xml and drfSchedule.xml files. These backup device settings and schedule settings get restored as a part of the platform backup/restore. After the server is restored with these files, you do not need to reconfigure Cisco DRS backup device and schedule.


Backup quick reference

Table 1 provides a quick, high-level reference to the major steps, in chronological order, that you must perform to do a backup procedure by using Cisco DRS.

Table 1 Major Steps for Performing a Backup Procedure

Action

Reference

Create backup devices to map to a remote storage location or a locally attached tape drive.

Manage backup devices

Create and edit backup schedules.

Note   

Either a manual or a scheduled backup backs up one or both the nodes in a cluster.

Create backup schedules

Enable and disable backup schedules.

Manage backup schedules

Optionally, run a manual backup.

Start manual backup

Check the status of the current backup job while a backup is running.

Backup status

View the history of the recent backup jobs that you have performed.

View backup history

Restore quick reference

Table 2 provides a quick, high-level reference to the major steps, in chronological order, that you must perform to do a restore procedure by using Cisco DRS.


Note


Cisco DRS does not migrate data from Windows to Linux or from Linux to Linux. A restore must run on the same product version as the backup. Before you follow the steps in Table 1, for information on data migration from a Windows-based platform to a Linux-based platform, see the Upgrading to Cisco Unified Contact Center Express, Release 9.0(1) available here:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html


Table 2 Major Steps for Performing a Restore Procedure

Action

Reference

Choose Storage Location—You must first choose the storage location from which you want to restore a backup file.

Restore scenarios

Choose the Backup File—From a list of available files, choose the backup file that you want to restore.

Restore scenarios

Choose Nodes—Choose all nodes/servers.

Restore scenarios

Choose Data Source—When you restore a first node (publisher), restore Cisco Unified CCX data from a good subsequent node (subscriber) to ensure that you are using current data.

Restore scenarios

Check the Status of the Restore—While the restore process is running, you can check the status of the current restore job.

View restore status

View the history of the recent restore jobs that you have performed.

View restore history

Features and components

Cisco DRS can back up and restore the following components.

  • Cluster configurations and applications profile in the data repository
  • Workflow scripts that are already uploaded in the data repository
  • Platform
  • Databases (such as db_cra, db_cra_repository, and FCRasSvr database)
  • Configuration data (such as open LDAP and flat files)
  • Recording files
  • JTAPI configuration (jtapi.ini)
  • Trace Collection Tool (TCT)
  • User prompts, grammars, and documents
  • CUIC_CONFIG configuration (such as configuration property files, security configuration, and Unified Intelligence Center tomcat server.xml)

System requirements

To back up data to a remote device on the network, you must have an SFTP server that is configured and accessible from the Unified CCX node on which you intend to run the backup. Cisco allows you to use any SFTP server product, but recommends SFTP products that have been certified with Cisco through the Interoperability Verification Testing (IVT) process. Cisco Developer Network (CDN) partners, such as GlobalSCAPE, certify their products with specified version of Unified CCX. For information on which vendors have certified their products with your version of Unified CCX, refer to the following URL:

https:/​/​marketplace.cisco.com/​catalog

For information on using GlobalSCAPE with supported Cisco Unified Communications versions, refer to the following URL:

http:/​/​www.globalscape.com/​gsftps/​cisco.aspx

Cisco uses the following servers for internal testing. You may use one of the servers, but you must contact the vendor for support:

Cisco does not support using the SFTP product freeFTPD. This is because of the 1 GB file size limit on this SFTP product.


Note


For issues with third-party products that have not been certified through the IVT process, contact the third-party vendor for support.



Note


While a backup or restore is running, you cannot perform any Operating System (OS) Administration tasks because Cisco DRS blocks all OS Administration requests by locking the platform API. However, this does not block most CLI commands as only the CLI-based upgrade commands use the Platform API locking package.



Tip


Schedule backups during periods when you expect less network traffic.


Access Disaster Recovery System

To access Cisco DRS, choose Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified CCX Administration window. Log in to the Disaster Recovery System by using the same Platform Administrator username and password that you use for Cisco Unified Operating System Administration.


Note


You set the Platform Administrator username and password during Unified CCX installation, and you can change the Platform Administrator password or set up a new Platform Administrator account by using the Command Line Interface (CLI). For more information, see the Command Line Interface Reference Guide for Cisco Unified Communications Solutions available here:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html.


Master Agent duties and activation

The system automatically activates the Master Agent service on each node of the cluster, but the Master Agent is functional only on the first node. However, the Master Agent on the second node remains non-functional.

Master Agent duties

The Master Agent (MA) performs the following duties:

  • The MA stores systemwide component registration information.
  • The MA maintains a complete set of scheduled tasks in an XML file. The MA updates this file when it receives updates of schedules from the user interface. The MA sends executable tasks to the applicable Local Agents, as scheduled. (Local Agents execute immediate-backup tasks without delay.)
  • You can access the MA through Cisco DRS user interface to perform activities such as configuring backup devices, scheduling backups by adding new backup schedules, viewing or updating an existing schedule, displaying status of executed schedules, and performing system restoration.
  • The MA stores backup data on a locally attached tape drive or a remote network location.

Local Agents

Each server in a Cisco Unified Contact Center Express cluster, including the server that contains the Master Agent, must have its own Local Agent to perform the backup and restore functions for its server.


Note


By default, a Local Agent automatically gets activated on each node of the cluster.


Local Agent duties

In a Unified CCX cluster, the Local Agent runs backup and restore scripts on each node in the cluster.


Note


In Release 9.0(1), Cisco DRS uses an SSL-based communication between the Master Agent and the Local Agent for authentication and encryption of data between the Unified CCX publisher and subscriber nodes. Cisco DRS makes use of the IPSec certificates for its Public/Private Key encryption. This certificate exchange gets handled internally; you do not need to make any configuration changes to accommodate this exchange.


Manage backup devices

Before using Cisco DRS, you must configure the locations where you want the backup files to be stored. You can configure up to 10 backup devices. Perform the following steps to configure backup devices.

Procedure
    Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

    The Disaster Recovery System Logon window displays.

    Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
    Step 3   Navigate to Backup > Backup Device. The Backup Device List window displays.
    Step 4   To configure a new backup device, click Add New.
    Step 5   To edit a backup device, select it in the Backup Device list. Then, click Edit Selected.

    The Backup Device window displays.

    Step 6   Enter the backup device name in the Backup device name field.
    Note   

    The backup device name may contain only alphanumeric characters, spaces ( ), dashes (-), and underscores (_). Do not use any other characters.

    Step 7   Choose one of the following backup devices and enter the appropriate field values in the Select Destination area:
    1. Tape Device—Stores the backup file on a locally attached tape drive. Choose the appropriate tape device from the list. Note the following considerations:
      • You cannot use more than one tape for a single backup. If you have more data than will fit on a tape, either you must store backups on a network directory, or you must back up components on one tape and back up mailbox stores on one or more additional tapes.
      • You cannot store more than one backup on a tape; each backup overwrites the data from the previous backup, so you only have the data from the most recent backup. If you want to create more than one backup for a server (components in one backup, mailbox stores in another backup, for example), you must use separate tapes. Otherwise, you will only have the portion of the data that you backed up last.
      Note   

      You cannot span tapes or store more than one backup per tape.

      Support for tape devices to store backup files is not available for systems running Unified CCX in a VM environment.

    2. Network Directory—Stores the backup file on a network drive that is accessed through an SFTP connection. Cisco DRS only supports SFTP servers that are configured with an IPv4 address or hostname/Fully Qualified Domain Name (FQDN). Enter the following required information:
      • Server name: Name or IP address of the network server
      • Path name: Path name for the directory where you want to store the backup file
      • User name: Valid username for an account on the remote system
      • Password: Valid password for the account on the remote system
      • Number of backups to store on Network Directory: The number of backups to store on this network directory. This field displays 2 by default.
      Note   

      You must have access to an SFTP server to configure a network storage location. The SFTP path must exist prior to the backup. The account that is used to access the SFTP server must have write permission for the selected path.

    Step 8   To update these settings, click Save. The Update Successful Status appears.
    Note   

    After you click the Save button, the Cisco DRS Master Agent validates the selected backup device. If the user name, password, server name, or directory path is invalid, the save will fail.

    Step 9   To delete a backup device, select it in the Backup Device list. Then, click Delete Selected.
    Note   

    You cannot delete a backup device that is configured as the backup device in a backup schedule.


    Create backup schedules

    You can create up to 10 backup schedules. Each backup schedule has its own set of properties, including a schedule for automatic backups, and a storage location.


    Note


    You can list and add backup schedules through the Command Line Interface. For more information on CLI commands for DRS, refer to the Command line interface.



    Note


    Be aware that your backup .tar files are encrypted by a randomly generated password. This password is then encrypted by using the cluster security password and gets saved along with the backup.tar files. You must remember this security password or take a backup immediately after the security password change/reset.



    Caution


    Schedule backups during off-peak hours to avoid call-processing interruptions and impact to service.


    Perform the following steps to manage backup schedules:

    Procedure
      Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

      The Disaster Recovery System Logon window displays.

      Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
      Step 3   Navigate to Backup > Scheduler.

      The Schedule List window displays.

      Step 4   Do one of the following steps to add a new schedule or edit an existing schedule:
      1. To create a new schedule, click Add New.
      2. To configure an existing schedule, click its name in the Schedule List column.

        The scheduler window displays.

      Step 5   Enter a schedule name in the Schedule Name field.
      Step 6   Select the backup device in the Select Backup Device area.

      You must back up the database and recorded names. Backing up messages is optional.

      Step 7   Select the feature UCCX.
      Step 8   Choose the date and time when you want the backup to begin in the Start Backup at area. Note the following:
      1. Schedule backups during off-peak hours to avoid affecting system performance.
      2. Do not schedule a backup to run while the Update Database Statistics task is running. By default, this task runs daily at 2:00 am.
      Step 9   Choose the frequency at which you want the backup to occur in the Frequency area: Once, Daily, Weekly, or Monthly. If you choose Weekly, you can also choose the days of the week when the backup will occur.
      Tip   

      To set the backup frequency to Weekly, occurring Tuesday through Saturday, click Set Default.

      Step 10   To update these settings, click Save.
      Step 11   To enable the schedule, click Enable Schedule.

      The next backup occurs automatically at the time that you set.

      Note   

      If you plan to schedule a backup on a two-node deployment, ensure that both the servers in the cluster are running the same version of Unified CCX and are reachable through the network. Servers that are not reachable at the time of the scheduled backup will not get backed up.

      Step 12   To disable the schedule, click Disable Schedule.

      Manage backup schedules

      Procedure
        Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

        The Disaster Recovery System Logon window displays.

        Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
        Step 3   Navigate to Backup > Scheduler.

        The Schedule List window displays.

        Step 4   Check the check boxes next to the schedules that you want to modify.
        1. To select all schedules, click Select All.
        2. To clear all check boxes, click Clear All.
        Step 5   To enable the selected schedules, click Enable Selected Schedules.
        Step 6   To disable the selected schedules, click Disable Selected Schedules.
        Step 7   To delete the selected schedules, click Delete Selected.

        Estimate size of backup tar

        Follow this procedure to estimate the size of the backup tar performed on an SFTP device.


        Note


        The calculated size is not an exact value but an estimated size of the backup tar. Size is calculated based on the actual backup size of a previous successful backup and may vary if the configuration changed since the last backup. Also, this procedure does not estimate the size of a backup performed on a tape device.



        Note


        If no backup history exists for one or more of the selected features, Unified CCX cannot estimate the size of the backup tar.


        Procedure
          Step 1   Sign in to the Disaster Recovery System by using the same administrator username and password that you use for Cisco Unified Communications Operating System Administration.
          Step 2   Select the Backup > Manual Backup menu.
          Step 3   In te Select Features area of the Manual Backup window, select the features to back up.
          Step 4   Select the Estimate Size to get the estimated size of backup for the selected features.

          Start manual backup

          Follow this procedure to start a manual backup.


          Note


          Be aware that your backup .tar files are encrypted by a randomly generated password. This password is then encrypted by using the cluster security password and gets saved along with the backup.tar files. You must remember this security password or take a backup immediately after the security password change/reset.


          Procedure
            Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

            The Disaster Recovery System Logon window displays.

            Step 2   Log in to the Cisco DRS by using the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
            Step 3   Navigate to Backup > Manual Backup. The Manual Backup window displays.
            Step 4   Select a backup device in the Select Backup Device area.

            You must back up the database and recorded names. Backing up messages is optional.

            Step 5   Select the feature UCCX.
            Step 6   To start the manual backup, click Start Backup.
            Note   

            Click Estimate Size button to know the approximate size of the disk space consumed on the SFTP server once backup is performed. The size estimation is done based on the previous history of backup performed on the server.


            Backup status

            You can check the status of the current backup job and cancel the current backup job. To view the backup history, see the Backup and restore history.


            Caution


            Be aware that if the backup to the remote server is not completed within 20 hours, the backup session will time out. You will then need to begin a fresh backup.


            Check current backup job status

            Perform the following steps to check the status of the current backup job.


            Note


            Typically, when the backup is complete, the Successful Backup Status displays.


            Procedure
              Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

              The Disaster Recovery System Logon window displays.

              Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
              Step 3   Navigate to Backup > Current Status. The Backup Status window displays.
              Note   

              You can also use a CLI command to check the backup status. See the Command line interface for details.

              Step 4   To view the backup log file, click the log filename link.
              Step 5   To cancel the current backup, click Cancel Backup.
              Note   

              The backup cancels after the current component completes its backup operation.


              Restore scenarios

              When performing a system data restoration, you can choose which node in the cluster you want to restore considering both stand alone (SA) and high availability (HA).


              Note


              Do not attempt a restore when there is a version mismatch between the nodes of UCCX.



              Caution


              Before you restore Unified CCX, ensure that the Unified CCX version that is installed on the server matches the version of the backup file that you want to restore. Cisco DRS supports only matching versions of Unified CCX for restore. For example, Cisco DRS does not allow a restore from version 8.5(1).1000-1 to version 9.0(1).1000-1, or from version 8.5(1).1000-2 to version 9.0(1).1000-1. (The last parts of the version number change when you install a service release or an engineering special.) In essence, the product version needs to match, end-to-end, for Cisco DRS to run a successful Unified CCX database restore.



              Caution


              Be aware that Cisco DRS encryption depends on the cluster security password. if you have changed the security password between the backup and this restore, Cisco DRS will ask for the old security password. Therefore, to use such old backups, you must remember the old security password or take a backup immediately after the security password change or reset.



              Note


              If there is no backup available, then you may not be able to run the restore activity on any of the nodes through Cisco DRS framework.



              Caution


              After you restore a node using any of the restore scenarios, reboot the node, and then perform the Data Resync manually by logging in to the web interface of Cisco Unified CCX Administration.


              You can restore either the SA or an HA setups of Unified CCX in the following scenarios:

              Restore SA setup (with rebuild)

              You can restore an SA setup (with rebuild) if:

              • There is a hard drive failure and you have a valid backup taken before the failure. Follow this procedure to restore the node.
              • The server hardware is to be replaced. Take a backup of Unified CCX when running in the old server hardware that is to be replaced. Note the backup device details before you bring down the Unified CCX setup. Follow this procedure to bring up a new server.

              Tip


              If you are doing any other type of hardware upgrades, such as replacing a network card or adding memory, you do not need to perform the following procedure.


              Procedure
                Step 1   Perform a fresh installation of the same version of Unified CCX (using the same administrator credentials, network configuration and security password used earlier) on the node prior to restoring it.

                For more information on installing Unified CCX, see Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                Step 2   Navigate to Cisco Unified CCX Administration. Choose Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

                The Disaster Recovery System Logon window displays.

                Step 3   Log in to the Disaster Recovery System by using the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                Step 4   Configure the backup device. For more information, see Manage backup devices.
                Step 5   Navigate to Restore > Restore Wizard.

                The Restore Wizard Step 1 window displays.

                Step 6   In the Select Backup Device area, choose the backup device from which to restore.
                Step 7   Click Next.

                The Restore Wizard Step 2 window displays.

                Step 8   Choose the backup file that you want to restore.
                Note   

                The backup filename indicates the date and time that the system created the backup file.

                Step 9   Click Next.

                The Restore Wizard Step 3 window displays.

                Step 10   Select the feature UCCX.
                Step 11   Click Next.

                The Restore Wizard Step 4 window displays.

                Step 12   In File Integrity Check field, select the check box if you want to perform the file integrity check using SHA1 Message digest.

                A warning appears. This step is, however, optional.

                Note   

                If you select the Perform file integrity check using SHA1 Message Digest checkbox, Cisco DRS runs a file integrity check on each file when you click Restore. If the system finds discrepancies in any .tar file during the check, the restore process will ERROR out the component that failed the integrity check and move to restore the next .tar file (that is, the next component).

                Step 13   Click OK to proceed.
                Step 14   In Select the Servers to be restored for each Feature field, select the node that you want to restore.
                Step 15   To start restoring the data, click Restore.
                Note   

                Restoring the node restores the whole Unified CCX database. This may take up to several hours based on the size of database that is being restored.

                Step 16   Your data gets restored on the node. To view the status of the restore, see the View restore status.
                Note   

                During the restore process, do not perform any tasks with Cisco Unified CCX Administration or User Options.

                Step 17   Restart the server when the restore is successful and the status shows 100 per cent.

                For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                Note   

                If you have done some configuration or hardware changes while performing fresh installation in Step 1 that might impact the License MAC, then rehost your license again using the license rehosting mechanism.

                For more information on the licensing rehosting mechanism, see Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.


                Restore SA or HA setup (without rebuild)

                Use this procedure if you are simply restoring an SA or HA setup of Unified CCX to the last known good configuration, without reinstalling Unified CCX on any of the nodes. Do not use this after a hard drive failure or other hardware failure. If you intend to rebuild an SA setup, see the Restore SA setup (with rebuild). For an HA setup with rebuild, see the following sections.


                Note


                Before you restore a cluster, make sure that the second node in the cluster is up and communicating with the first node. Run the CLI command utils network connectivity to know if second node is communicating with the first node.

                You must carry out a fresh installation for the second node that is neither up nor communicating with the first node at the time of the restore.


                The Restore Wizard walks you through the steps that are required to restore a backup file.


                Caution


                You should not perform the restore activity of a SA backup in a HA setup; otherwise the cluster will break and the second node will become an orphan.


                To perform a restore, use the procedure that follows.

                Procedure
                  Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco CCX Administration window, and click Go.

                  The Disaster Recovery System Logon window displays.

                  Step 2   Log in to the Disaster Recovery System by using the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                  Step 3   Navigate to Restore > Restore Wizard.

                  The Restore Wizard Step 1 window displays.

                  Step 4   In the Select Backup Device area, choose the backup device from which to restore.
                  Step 5   Click Next.

                  The Restore Wizard Step 2 window displays.

                  Step 6   Choose the backup file that you want to restore.
                  Note   

                  The backup filename indicates the date and time that the system created the backup file.

                  Step 7   Click Next.

                  The Restore Wizard Step 3 window displays.

                  Step 8   Select the feature UCCX.
                  Step 9   Click Next..

                  The Restore Wizard Step 4 window displays

                  Step 10   In File Integrity Check field, select the check box if you want to perform the file integrity check using SHA1 Message digest.

                  A warning appears. This step is however optional.

                  Note   

                  If you select the Perform file integrity check using SHA1 Message Digest checkbox, Cisco DRS runs a file integrity check on each file when you click Restore. If the system finds discrepancies in any *.tar file during the check, the restore process will ERROR out the component that failed the integrity check and move to restore the next *.tar file (that is, the next component).

                  Step 11   Click OK to proceed.
                  Step 12   In Select the Servers to be restored for each Feature field, select the node(s) that you want to restore.
                  Note   

                  In Select the Servers to be restored for each Feature field, select both the nodes in case of an HA setup.

                  Step 13   To start restoring the data, click Restore.
                  Step 14   Your data gets restored on the node. To view the status of the restore, see View restore status.
                  Note   

                  During the restore process, do not perform any tasks with Cisco Unified CCX Administration or User Options.

                  Step 15   Restart the SA server or the HA cluster when the restore is successful and the status shows 100 per cent.

                  For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                  Step 16   After you restart the SA server or HA cluster, perform the data resync by choosing Subsystems > Cisco Unified CM Telephony > Data Resync from the Web interface of the Cisco Unified CCX Administration.
                  Note   

                  Restoring the node restores the entire Unified CCX database. This may take up to several hours based on the size of database that is being restored.


                  Restore publisher node in HA setup (with rebuild)

                  In a high availability (HA) setup, if there is a hard-drive failure or any other critical hardware or software failure which needs rebuild of the Publisher (first) node, then do the following procedure to recover the publisher node to the last backed up state of the publisher. Run the following procedure if you have a valid backup taken before the failure of the node.


                  Caution


                  Be aware that one-step restore feature is not supported for Unified CCX.



                  Caution


                  Be aware that your backup .tar files are encrypted by a randomly generated password. Unified CCX uses the cluster security password to encrypt this password and save it along with the backup .tar files. If you change this security password between the backup and restore, Cisco DRS will prompt you for the old security password. Therefore, to use old backups, Cisco recommends that you remember the old security password or perform a fresh backup immediately after you reset or change the password.


                  Procedure
                    Step 1   Perform a fresh installation of the same version of Cisco Unified Contact Center Express (using the same administrator credentials, network configuration and security password used earlier) on the node prior to restoring it.

                    For more information on installing Unified CCX, see the Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                    Step 2   Navigate to Cisco Unified Contact Center Express Administration, select Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified CCX Administration window, and click Go. The Disaster Recovery System Logon window displays.
                    Step 3   Log in to the Disaster Recovery System by using the same Platform Administrator username and password that you use to login to Cisco Unified Operating System Administration.
                    Step 4   Configure the backup device. For more information, see Manage backup devices.
                    Step 5   Navigate to Restore > Restore Wizard.

                    The Restore Wizard Step 1 window displays.

                    Step 6   In the Select Backup Device area, choose the backup device from which to restore.
                    Step 7   Click Next.

                    The Restore Wizard Step 2 window displays.

                    Step 8   Choose the backup file that you want to restore.
                    Note   

                    The backup filename indicates the date and time that the system created the backup file.

                    Step 9   Click Next.

                    The Restore Wizard Step 3 window displays.

                    Step 10   Select the feature UCCX.
                    Step 11   Click Next.

                    The Restore Wizard Step 4 window displays.

                    Step 12   When you are prompted to choose the nodes to restore, choose only the first node (the publisher).
                    Caution   

                    Do not select the second (subscriber) node in this condition as this action will result in failure of the restore attempt.

                    Step 13   To start restoring the data, click Restore.
                    Note   

                    During the restore process, do not perform any tasks with Cisco Unified CCX Administration or User Options.

                    Restoring the first node may take up to several hours based on the size of database that is being restored. Depending on the size of your database that you choose to restore, the system can require one hour or more to restore.

                    Note   

                    Based on the requirements, you have the option to either retrieve the existing publisher node data from the Cisco DRS backup to be available on all the nodes in the cluster or retrieve the more recent data (if available) from the subscriber node to be available in the cluster.

                    Step 14   Run the following CLI command from the Subscriber node after the restore process is successful (restore status indicates 100 per cent) to initiate restoring the Publisher node only (with rebuild).

                    utils uccx setuppubrestore

                    Step 15   Run the following CLI command on the target node; that is, if you want to retrieve the publisher node’s data, then run this command on the subscriber node, but if you want to retrieve the subscriber node’s data (which is more up-to-date), then run this command on the publisher node.

                    utils uccx database forcedatasync

                    Warning   

                    In any case, you must execute this command on either of the nodes after restoring the publisher node.

                    Step 16   Restart both the nodes and run the following CLI command on the Publisher node to set up replication:

                    utils uccx dbreplication reset

                    For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                    Caution   

                    If you have done some configuration or hardware changes while performing fresh installation in Step 1 that might impact the License MAC, then rehost your license again using the license rehosting mechanism before running the CLI command utils uccx dbreplication reset.

                    For more information on the licensing rehosting mechanism, see the Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.
                    Step 17   Your data gets restored on the publisher node. To view the status of the restore, see the View restore status.

                    Restore subscriber node in HA setup (with rebuild)


                    Caution


                    In case the second node crashes and there is no backup available, you may not be able to restore anything. However, to recover the second node in this case, delete the second node from the first node, add the second node details again, and then rebuild the second node. The recording and monitoring data which was present in the box cannot be recovered since there is no backup.


                    In a high availability (HA) setup , if there is a hard-drive failure or any other critical hardware or Software failure which needs rebuild of the Subscriber (second) node, then follow the below procedure to recover the subscriber node to the last backed up state of the subscriber. Run the below procedure if you have a valid backup taken before the failure of the node.

                    Procedure
                      Step 1   Perform a fresh installation of the same version of Cisco Unified Contact Center Express (using the same administrator credentials, network configuration and security password used earlier) on the node prior to restoring it.

                      For more information on installing Cisco Unified Contact Center Express, see the Installing Cisco Unified Contact Center Express guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                      Step 2   Navigate to Cisco Unified Contact Center Express Administration, select Disaster Recovery System from the Navigation drop-down list box in the upper-right corner of the Cisco Unified Contact Center Express Administration window, and click Go.

                      The Disaster Recovery System Logon window displays.

                      Step 3   Log in to the Disaster Recovery System by using the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                      Step 4   Configure the backup device.

                      For more information, see Manage backup devices.

                      Step 5   Navigate to Restore > Restore Wizard.

                      The Restore Wizard Step 1 window displays.

                      Step 6   In the Select Backup Device area, choose the backup device from which to restore.
                      Step 7   Click Next.

                      The Restore Wizard Step 2 window displays.

                      Step 8   Choose the backup file that you want to restore.
                      Note   

                      The backup filename indicates the date and time that the system created the backup file.

                      Step 9   Click Next.

                      The Restore Wizard Step 3 window displays.

                      Step 10   Select the feature UCCX.
                      Step 11   Click Next.

                      The Restore Wizard Step 4 window displays.

                      Step 12   When you get prompted to choose the nodes to restore, choose only the second node (the subscriber).
                      Step 13   To start restoring the data, click Restore.
                      Step 14   Your data gets restored on the second node.

                      To view the status of the restore, see View restore status.

                      Step 15   Restart the server when the restore status is 100 per cent.

                      For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.


                      Restore both nodes in HA setup (with rebuild)

                      In a high availability (HA) setup, if a major hard drive failure occurs on both the nodes in the cluster, or in the event of a hard drive migration or replacement, you may need to rebuild both the nodes.
                      • In case of a hard drive failure if you have taken a valid backup before the failure, follow this procedure to restore both the nodes, starting with the publisher node.
                      • In case of server hardware replacement, take a backup of Unified CCX when running in the old server hardware that is to be replaced. Note the backup device details before you bring down the Unified CCX setup. Follow this procedure to bring up a new server.

                      Tip


                      If you are doing any other types of hardware upgrades, such as replacing a network card or adding memory, you do not need to perform the following procedure.



                      Caution


                      If you do not have a valid backup for the publisher node, you may not be able to restore anything as all of your data will be lost from both the nodes. In such a case, set up a new cluster.


                      Procedure
                        Step 1   Rebuild the first node by performing a fresh installation of the same version of Cisco Unified Contact Center Express (using the same administrator credentials, network configuration and security password being used before the failure).

                        For more information on installing Cisco Unified Contact Center Express, see the Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                        Step 2   Restore only the first node by following Step 1 through Step 13 of the Restore publisher node in HA setup (with rebuild).
                        Step 3   Restart the first node.

                        For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                        Caution   

                        If you have done some configuration or hardware changes during the fresh installation of first node in Step 1 that might impact the License MAC, then rehost your license again using the license rehosting mechanism. For more information on the licensing rehosting mechanism, see the Installing Cisco Unified Contact Center Express available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                        Step 4   Rebuild the second node by performing a fresh installation of the same version of Cisco Unified Contact Center Express (using the same administrator credentials, network configuration and security password being used before the failure).

                        For more information on installing Cisco Unified Contact Center Express, refer to Installing Cisco Unified Contact Center Express.

                        Step 5   Restore only the second node by following Step 1 through Step 15 of the Restore subscriber node in HA setup (with rebuild).
                        Step 6   Restart the second node if not done already. Your data gets restored on both the nodes of the cluster.

                        For more information on restarting, see the Cisco Unified Communications Operating System Administration Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                        Note   

                        Depending on the size of your database that you choose to restore, the system may require a few hours to restore.


                        Replace server hardware

                        You can replace the server hardware in the following cases:

                        View restore status

                        To check the status of the current restore job, perform the following steps:

                        Procedure
                          Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Unified CCX Administration window, and click Go.

                          The Disaster Recovery System Logon window displays.

                          Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                          Step 3   Navigate to Restore > Status.

                          The Restore Status window displays.

                          The Status column in the Restore Status window shows the status of the restoration in progress, including the percentage of completion of the restore procedure.

                          Note   

                          You can also use a CLI command to check the restore status. See the Command line interface for details.

                          Step 4   To view the restore log file, click the log filename link.

                          Backup and restore history

                          Using the following procedures, you can see the last 20 backup and restore jobs:

                          View backup history

                          Perform the following steps to view the backup history.

                          Procedure
                            Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

                            The Disaster Recovery System Logon window displays.

                            Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                            Step 3   Navigate to Backup > History.

                            The Backup History window displays.

                            Step 4   From the Backup History window, you can view the backups that you have performed, including filename, backup device, completion date, time, result, and feature that are backed up.
                            Note   

                            The Backup History window displays only the last 20 backup jobs.


                            View restore history

                            Perform the following steps to view the restore history.

                            Procedure
                              Step 1   Navigate to Cisco Unified CCX Administration, select Disaster Recovery System from the Navigation menu in the upper-right corner of the Cisco Unified CCX Administration window, and click Go.

                              The Disaster Recovery System Logon window displays.

                              Step 2   Log in to the Disaster Recovery System with the same Platform Administrator username and password that you use to log in to Cisco Unified Operating System Administration.
                              Step 3   Navigate to Restore > History. The Restore History window displays.
                              Step 4   From the Restore History window, you can view the restores that you have performed, including filename, backup device, completion date, result, and the feature that were restored.
                              Note   

                              The Restore History window displays only the last 20 restore jobs.


                              Trace files

                              In this release of Cisco DRS, trace files for the Master Agent, the GUI, each Local Agent, and the JSch library get written to the following locations:

                              • For the Master Agent, find the trace file at platform/drf/trace/drMA0*
                              • For each Local Agent, find the trace file at platform/drf/trace/drfLA0*
                              • For the GUI, find the trace file at platform/drf/trace/drfConfLib0*
                              • For the JSch, find the trace file at platforms/drf/trace/drfJSch*

                              You can view trace files by using the command line interface. For more information, see the Command Line Interface Reference Guide for Cisco Unified Communications Solutions available here:

                              http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html

                              Command line interface

                              Cisco DRS also provides command-line access to a subset of backup and restore functions, as shown in Table 3. For more information on these commands and on using the command line interface, see the Command Line Interface Reference Guide for Cisco Unifed Communications Solutions available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.

                              Table 3 Disaster Recovery System Command Line Interface Commands

                              Command

                              Description

                              utils disaster_recovery backup

                              Starts a manual backup by using the feature that is configured in the Cisco DRS interface

                              utils disaster_recovery restore

                              Starts a restore and requires parameters for backup location, filename, feature, and nodes to restore

                              utils disaster_recovery status

                              Displays the status of ongoing backup or restore job

                              utils disaster_recovery history

                              Displays the history of previous backup and restore operations

                              utils disaster_recovery show_backupfiles

                              Displays existing backup files

                              utils disaster_recovery cancel_backup

                              Cancels an ongoing backup job

                              utils disaster_recovery show_registration

                              Displays the currently configured registration

                              utils disaster_recovery show_tapeid

                              Displays the tape identification information

                              utils disaster_recovery device add

                              Adds the network or tape device

                              utils disaster_recovery device delete

                              Deletes the device

                              utils disaster_recovery device list

                              Lists all the devices

                              utils disaster_recovery schedule add

                              Adds a schedule

                              utils disaster_recovery schedule delete

                              Deletes a schedule

                              utils disaster_recovery schedule disable

                              Disables a schedule

                              utils disaster_recovery schedule enable

                              Enables a schedule

                              utils disaster_recovery schedule list

                              Lists all the schedules

                              Alarms and messages

                              Cisco DRS issues alarms for various errors that could occur during a backup or restore procedure. Table 4 provides a list of Cisco DRS alarms.

                              Table 4 Disaster Recovery System Alarms

                              Alarm Name

                              Description

                              Explanation

                              DRFBackupDeviceError

                              DRF backup process has problems accessing device.

                              Cisco DRS backup process encountered errors while it was accessing device.

                              DRFBackupFailure

                              Cisco DRF Backup process failed.

                              Cisco DRS backup process encountered errors.

                              DRFBackupInProgress

                              New backup cannot start while another backup is still running.

                              Cisco DRS cannot start new backup while another backup is still running.

                              DRFInternalProcessFailure

                              DRF internal process encountered an error.

                              Cisco DRS internal process encountered an error.

                              DRFLA2MAFailure

                              DRF Local Agent cannot connect to Master Agent.

                              Cisco DRS Local Agent cannot connect to Master Agent.

                              DRFLocalAgentStartFailure

                              DRF Local Agent does not start.

                              Cisco DRS Local Agent might be down.

                              DRFMA2LAFailure

                              DRF Master Agent does not connect to Local Agent.

                              Cisco DRS Master Agent cannot connect to Local Agent.

                              DRFMABackupComponentFailure

                              DRF cannot back up at least one component.

                              Cisco DRS requested a component to back up its data; however, an error occurred during the backup process, and the backup of the component failed.

                              DRFMABackupNodeDisconnect

                              The node that is being backed up disconnected from the Master Agent prior to being fully backed up.

                              While the Cisco DRS Master Agent was running a backup operation on a Unified CCX node, the node disconnected before the backup operation completed.

                              DRFMARestoreComponentFailure

                              DRF cannot restore at least one component.

                              Cisco DRS requested a component to restore its data; however, an error occurred during the restore process, and the component was not restored.

                              DRFMARestoreNodeDisconnect

                              The node that is being restored disconnected from the Master Agent prior to being fully restored.

                              While the Cisco DRS Master Agent was running a restore operation on a Unified CCX node, the node disconnected before the restore operation completed.

                              DRFMasterAgentStartFailure

                              DRF Master Agent did not start.

                              Cisco DRS Master Agent might be down.

                              DRFNoRegisteredComponent

                              No registered components are available, so backup failed.

                              Cisco DRS backup failed because no registered components are available.

                              DRFNoRegisteredFeature

                              No feature got selected for backup.

                              No feature got selected for backup.

                              DRFRestoreDeviceError

                              DRF restore process has problems accessing device.

                              Cisco DRS restore process cannot read from device.

                              DRFRestoreFailure

                              DRF restore process failed.

                              Cisco DRS restore process encountered errors.

                              DRFSftpFailure

                              DRF SFTP operation has errors.

                              Errors exist in Cisco DRS SFTP operation.

                              DRFSecurityViolation

                              DRF system detected a malicious pattern that could result in a security violation.

                              The DRF Network Message contains a malicious pattern that could result in a security violation like code injection or directory traversal. DRF Network Message has been blocked.

                              DRFTruststoreMissing

                              The IPsec truststore is missing on the node.

                              The IPsec truststore is missing on the node. DRF Local Agent cannot connect to Master Agent.

                              DRFUnknownClient

                              DRF Master Agent on the Pub received a Client connection request from an unknown server outside the cluster. The request has been rejected.

                              The DRF Master Agent on the Pub received a Client connection request from an unknown server outside the cluster. The request has been rejected.

                              DRFLocalDeviceError

                              DRF is unable to access local device.

                              DRF is unable to access local device.

                              DRFBackupCompleted

                              DRF backed up successfully.

                              DRF backed up successfully.

                              DRFRestoreCompleted

                              DRF restored successfully.

                              DRF restored successfully.

                              DRFNoBackupTaken

                              DRF did not find a valid backup of the current system.

                              DRF did not find a valid backup of the current system after an Upgrade or Migration or Fresh Install.

                              Related documentation

                              Additional support and documentation

                              For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

                              http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

                              Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

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