Is patching your PBX a bad idea

Before implementing any updates review these 4 elements.

In this post ‘Is patching your PBX a bad idea’ read the drawbacks and benefits of loading new released patches and service packs. The importance of understanding the software you have selected to install, is the existing equipment suitable to handle the new software?, are there license required?, and more.

Recently I got stuck at a customer site where the sales representative sold an upgrade to keep the customer’s VoIP solution optimized, at least that was the intent. the only problem was that by trying to sale and making some money out of an upgrade, things turned out for the worse, after finalizing the upgrade the customer experienced a number of issues related to the upgrade.

These steps help you prepare, and identify patches and service-packs

• 1.- Review the existing configuration
• 2.- Review software packages and documentation
• 3.- System preparation
• 4.- Scheduling the upgrade

1.- Review the existing configuration

Before you start gathering any customer inventory and configuration settings get the following facts=

What kind of issues? – Getting a sense of the customer’s current issues are crucial during the data collection process. Have the customer show you what kind of issues they are experiencing.

Does the customer understand the VoIP solution?

Some customers don’t have the opportunity of knowing the system capabilities and its functions.  I suggest that you spend some time trying to repair any problems if possible. Recognizing whats wrong with the system its beneficial for when the upgrade is performed.

Now that we have a better understanding of the end-user’s issues, it is time to move on to reviewing the system programming and system configuration.

2.- Review software packages and documentation

Start by reviewing the Product Correction Notices (PCN ) and Product Support Notices (PSN), when you find the which patch or service-pack has the fix or solution to your problem, it is time to update your customer and schedule the upgrade.

3.- System preparation

Always verify the checksum ID utilizing any of the apps mentioned below in the resources section, you can go ahead and upload it to a local system directory. I prefer using /tmp or var/home/ftp/pub if it’s communications manager that you are updating. For IP Office try to download the BIN files or entire Manager application CD to have it ready to deploy in the service laptop or Voicemail Pro machine.

Backups – Perform an entire database backup that includes XLN, Security, OS, Messages, Auto Attendants, Mailboxes, and Greetings, a CFG (IP Office only) file including a Voicemail Pro database (The Voicemail Pro backup can consist on modules (mod) or full database (mdb).

Hardware Comparability – When considering upgrading the system it is also a good idea checking the existing hardware to see it is compatible with the software to be installed. In some cases when dealing with legacy equipment it will require a forklift of some components in order to deploy any updated files.

These are some cases where you might need to upgrade the hardware=

IP Office PCS (Product Change Status) numbers are related to the hardware’s capability of handling newer software and it changes as Avaya releases new IP Office hardware. You can find PCS on SD-Cards, Modules, and Control Units

IP Office or Avaya Aura End-Points – Depending in which phones you are upgrading, the BIN file has the release number attached to the file name e.g. 96×1 H.323 6.3.1.bin or 5410R5.bin. or any other identification number that will increase with the newer BIN file. When reviewing the PCNs or PSNs check to see if the phones about to be upgraded were tested and support the newer files.

Avaya Aura Media Gateways, Media Modules release and vintage numbers – These are related to Communications Manager and the board’s software versions. Usually you can run a higher Vintage in an older version of CM, some cards or MMs might not be able to handle some features offered by CM.

4.- Scheduling the upgrade

When getting the dates ready for the upgrade take into consideration the time that it will take for the files to be uploaded and installed in the server, if upgrading phones you must check the HTTP or FTP servers and see how many upgrade request can be sent at a time to an end-point. The IP Office Manager can send around 8 concurrent request out to phones, whereas when using the IP500 SD internal memory around 15 sessions can be sent, always check the TFTP Log if using Manager to see the file delivery.

CLANs – If you don’t have an HTTP /FTP/TFTP/ server available you can use a CLAN or PROCR, for more info refer to this post ‘Upgrade DCP End-points with ease‘.

End-points might take up to 15 minutes per phone to upgrade, taking into consider adding a total time phone upgrade to your project will help develop a concise timeframe.

Other upgrade considerations

Remote Sites – When upgrading the Core site might also affect the remote sites, scheduling the remote sites to be upgraded with the Core it is always a good idea.

Adjuncts – CDR, Call Recording, Call Center applications can also be affected with the upgrade, contact the necessary vendors to verify those services won’t be affected.

Onsite vs Remote Upgrades – Stick with onsite upgrades and stay away from remote upgrades. When transferring the files from a central to a remote site you run the risk of experiencing file corruption due to transfer speed or congestions during the file transmission bringing the remote site completely down. I had this happened to me once when upgrading remote IP Office though a Frame Relay circuits. If there is no other alternative tried to check the file size and if possible have someone local to the site run a checksum.

When running any patches or service-packs – Have you encountered any corruption or made things worse?

 

 

Resources

MD5 Checksummer – Use this tool to scan your downloaded file.

ImgBurn – I use this tool to burn ISOs. It had worked 100% of the time for me.

Compatibility Matrix – Avaya releases which equipment is supported with each software.