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Cisco ICS 7700 Series Integrated Communication Systems

Disaster Recovery for a Cisco Unity Voice Messaging System

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Disaster Recovery for a Cisco Unity
Voice Messaging System in the ICS 7750


Overview

This document describes the procedures to backup and recover a Cisco Unity Messaging System for the Cisco ICS 7750 Integrated Communications System after a disaster (such as loss of the SPE 310 blade).

This procedure should result in a time savings of at least six hours, as it would take that amount of time (at a minimum) to fully reinstall a Cisco Unity system on an SPE 310 in a Cisco ICS 7750 system.

The overall process will be:

I. Install Cisco Unity software in an ICS 7750 system (hereinafter referred to as ICS Unity)

II. Perform a complete hard drive backup of the ICS Unity system to a network share drive

III. Replace the ICS Unity SPE with a newly re-imaged Win2K SPE 310

IV. Restore the backup from the network share drive

V. Reset and verify the system is configured as it was after initial install


Note:    Sections I and II should be performed when the system is initially installed. Sections III - V should only be performed in the event of a catastrophic failure of the Unity SPE.


Caution: This procedure should only be performed if the Unity SPE was the only Domain Controller and Exchange Server in the Active Directory Forest. A newly installed SPE will be restored properly with this procedure.

Overview of the Cisco ICS 7750

The Cisco Integrated Communications System (ICS) 7750 brings the benefits of converged IP services to midmarket businesses and enterprise branch offices. The ICS 7750 is a versatile IP telephony and services solution that helps businesses harness the power of the Internet through converged applications enabling them to anticipate and respond to customer needs more efficiently. Call processing, voice applications and multiservice IP routing are integrated within the system chassis to deliver true convergence while enhancing system manageability. The modular system architecture enables expansion of call processing, routing capacity, and IP services to deliver system availability and scalability. The ICS 7750 gives customers the flexibility to choose the optimal configuration for their business environment, and allows them to increase profitability through improved customer interactions.

I. Install Cisco Unity Software in an ICS 7750 system

Follow the currently documented procedures to install Cisco Unity software in an ICS 7750 system.

Complete the installation to the point where you have verified the integration with CallManager.

Once you are satisfied that the system is installed and integrated properly with CallManager you can proceed to the next step—creating a recovery backup of the ICS Unity hard drive.

II. Create a recovery backup of the ICS Unity hard drive

Important questions

You need to obtain the answers to the following three questions before you proceed:

1. What is the ICS Unity SPE's IP information that was assigned via ICSConfig?

IP Address: ________________________

Subnet Mask: _______________________

Default Gateway: ________________________

Preferred DNS server: _________________________

2. What is the ICS Unity SPE's computer name? ________________________

3. What is the administrator password for the ICS 7750 SPEs? ________________________

Caution: You may not want to document the administrator's password in the above space. Just make sure you have the answers to the above three questions documented someplace for future reference.

Creating a network share


Step 1.   Choose a computer system that is on the same network as the Unity system and create a new folder on a hard drive that is large enough (at least 2GB) to hold a complete backup of the Unity hard drive.

Step 2.   Share the folder so that it is accessible to the Unity Administrator.N

Step 3.   Note the IP address of the backup computer system and the name of the network share for future reference here:

IP Address of backup computer: ________________________

Network Share name: ________________________

Shutting down services


Note:    The following steps are performed on the ICS Unity SPE blade via a directly connected monitor/
keyboard/mouse.



Step 1.   Exit the PcAnywhere application by right-mouse clicking on the PcAnywhere tray status icon and selecting Cancel Host.

Step 2.   Stop Unity by right-mouse clicking on the Unity tray status icon and selecting Stop Unity.

Caution: Wait until you see the white X in the red box on the Unity tray status icon before proceeding.

Step 3.   Stop MSSQLServer by right-mouse clicking on the MSSQLServer tray status icon and selecting MSSQLServer - Stop.

Step 4.   Click Yes in response to the question about being sure you wish to stop the MSSQLServer service.

Step 5.   Click Yes in response to the question about being sure you want to stop MSSQLServer and all its dependent services.

These services will also be stopped:

  • SQLServerAgent
  • AvUMRSyncSvr
  • AvRepDirSvrSvc
  • AvDSGlobalCatalog
  • AvDSAD
  • AvDirChangeWriter
Caution: Wait until you see the red square box in the MSSQLServer tray status icon before proceeding.

Step 6.   Right-mouse click on the Unity tray status icon and select Exit.

Step 7.   Right-mouse click on the MSSQLServer tray status icon and select Exit.

Step 8.   Select Start | Programs | Administrative Tools | Services and either or Stop or verify the following services have been stopped, in the order listed below:

1. AvCsGateway

2. AvGaenSvr

3. DNS Server

4. IIS Admin Service, answer Yes when asked if you want to stop these services:

  • World Wide Web Publishing Service
  • Simple Mail Transport Protocol (SMTP)
  • Microsoft Exchange Routing Engine
  • Microsoft Exchange POP3
  • Network News Transport Protocol (NNTP)
  • FTP Publishing Service
  • Microsoft Exchange MTA Stacks
  • Microsoft Exchange IMAP4
  • Microsoft Exchange Information Store

5. Cisco Systems Console Server

6. Cisco Systems Remote Administration

7. DHCP Client

8. DNS Client

9. FMMGuardian

10. FMMServer

11. ICSSD

12. Message Queuing

13. Microsoft Exchange System Attendant

Create the recovery backup


Step 1.   Select Start | Programs | Accessories | System Tools | Backup

Step 2.   Click on the Backup Wizard icon.

Step 3.   Click Next to continue.

Step 4.   Ensure the Back up everything on my computer radio button is selected and click Next.

Step 5.   In the Backup media or file name: window, enter the full path name for your backup file. You need to specify the share folder you created in the previous procedure in the following format:

\\ ip address of network computer \ share name \ backup file name.bkf

Example: \\172.16.1.6\unity backup\unity.bkf

Step 6.   After you specify the full path for the backup file, click Next.

Step 7.   In the Completing the Backup Wizard screen, click Finish to begin the backup process.

Step 8.   Monitor the backup progress and click OK in response to the error message about attaching to the M: device.


Note:    This process should take approximately 10-15 minutes to complete, dependent upon the traffic and speed of your network.


Step 9.   When the backup is complete, click Close.

Step 10.   Exit the Backup Utility.

Step 11.   Reboot the system and verify the system is operational and ready for the customer to begin populating the database.

III. Replace the defective Unity SPE


Step 1.   Remove the defective Unity SPE blade from the ICS 7750 following approved procedures.

Step 2.   Obtain a spare SPE 310 blade that has been reimaged with at least the latest Win2k image.


Note:    It is not necessary to have the latest System Manager CORE software bundle loaded on the blade (as would be the case if this were a spare Application SPE) but it should not matter if it is.


Step 3.   Directly connect a monitor/keyboard/mouse to the front connections on the SPE 310 and insert it
into the ICS 7750 chassis (without the USB key connected) in the same slot the defective SPE was removed from.

Step 4.   When you get the Welcome to Windows screen, enter Ctrl-Alt-Delete and logon with the Administrator User name and Changeme for the password.

Step 5.   After the system logs you on, enter Ctrl-Alt-Delete and select Change Password.

Step 6.   Enter Changeme in the Old Password field, then enter the appropriate password that is currently being used for all SPE blades in the ICS 7750 system in the New Password and Confirm New Password fields and click OK.


Note:    You should be able to get the password from the important questions that were asked at the beginning of this document.


Step 7.   Click OK when informed that your password has been changed.

Step 8.   Click Logoff

Step 9.   Click Yes

Step 10.   Enter Ctrl-Alt-Delete and logon with the Administrator User name and new password you just specified.

Step 11.   Right-mouse click on My Network Places and select Properties.

Step 12.   Right-mouse click on Local Area Connection and select Properties.

Step 13.   Scroll down in the components window and select Internet Protocol (TCP/IP) then click on the Properties button.

Step 14.   In the General tab, click on the Use the following IP address: and the Use the following DNS server addresses radio buttons.

Step 15.   Enter the IP Address, Subnet mask, Default Gateway, and Preferred DNS server information into the appropriate fields for the Unity SPE and click OK.


Note:    You should be able to obtain this information from the important questions asked at the beginning of
this document.


Step 16.   Click OK to close the Local Area Connection Properties screen.

Step 17.   After a brief pause, you should be able to close the Network and Dial-up Connections screen.

Step 18.   Right-mouse click on the ics7700 icon on the screen and select Properties.

Step 19.   In the System Properties screen, click on the Network Identification tab.

Step 20.   In the Network Identification screen, click on the Properties button.

Step 21.   Enter the Unity SPE's computer name in the computer name field and click OK.


Note:    You should be able to obtain this information from the important questions asked at the beginning of
this document.


Step 22.   Click OK to reboot the computer for the changes to take effect.

Step 23.   Click OK to close the System Properties screen.

Step 24.   Click Yes to restart the computer now.

IV. Restore the recovery backup files to the new Unity SPE


Step 1.   After the system reboots once all the steps in Section III above have been completed, enter Ctrl-Alt-Delete at the Welcome to Windows screen and logon with the Administrator User name: and the new password.

Step 2.   Select Start | Programs | Accessories | System Tools | Backup

Step 3.   Click on the Restore Wizard icon.

Step 4.   Click Next to continue.

Step 5.   In the What to Restore screen, click on the Import File button.

Step 6.   In the Catalog backup file: field, enter the full path name of your recovery file that was created in
Section II of this procedure when you initially installed the system.

You need to specify the recovery file name in the following format:

\\ ip address of network computer \ share name \ backup file name.bkf

Example: \\172.16.1.6\unity backup\unity.bkf

Step 7.   After entering the full path name of the recovery backup file, click OK.

Step 8.   In the left pane of the screen (What to restore:), expand the "File" icon by clicking on the "+" sign to the left of the grayed out box.

Step 9.   Next, expand the "Media created on date/time" icon by clicking on the "+" sign to the left of the grayed out box.

Step 10.   In the Backup File Name screen, verify the full path name of your recovery backup file and then click OK.

Step 11.   Place a Check Mark in the empty boxes to the left of both, the "C:OS" and "System State" folders, then click Next.

Caution: In the next step, do NOT click on Finish.

Step 12.   In the Completing the Restore Wizard screen, click on the Advanced button.

Step 13.   In the Where to Restore screen, verify Original Location is selected as the destination to Restore files to, then click Next.

Step 14.   In the How to Restore screen, click on the Always replace the file on disk radio button, then click Next.

Step 15.   In the Advanced Restore Options screen, accept the default selections and click Next.

Step 16.   In the Completing the Restore Wizard screen, click Finish to begin the restore process.

Step 17.   In the Enter Backup File Name screen, verify the full path name of your recovery backup file
and click OK.

Step 18.   Monitor the restore process.


Note:    The restore process should take approximately 10-15 minutes to complete, dependent upon the traffic and speed of your network.


Step 19.   When the restore is complete, click Close.

Step 20.   Click Yes to restart your computer now.

Step 21.   While the Unity SPE is rebooting insert the USB key from the defective Unity SPE into an empty USB port in the new Unity SPE.

Step 22.   After the Unity SPE reboots, logon to the Domain as the Administrator.

Step 23.   Verify that Unity comes up and is operational.

You now have the system back at the point when it was initially installed, without having to manually reinstall all applications. This process saves at least six hours.

You are now ready to re-create the customer's subscriber database.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to:

  • Streamline business processes and improve productivity
  • Resolve technical issues with online support
  • Download and test software packages
  • Order Cisco learning materials and merchandise
  • Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

  • Priority level 4 (P4)~You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.
  • Priority level 3 (P3)~Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
  • Priority level 2 (P2)~Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.
  • Priority level 1 (P1)~Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center
to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product
serial number