Installation and Maintenance Guide, HiPath ProCenter Standard

HiPath ProCenter 

Standard, Version 6.5 

Installation and Maintenance Guide

*1PA31003-S2265-S110-1-7620* 

1P A31003-S2265-S110-1-7620 

The information provided in this document contains merely general descriptions or 

characteristics of performance which in case of actual use do not always apply as described 

or which may change as a result of further development of the products. 

An obligation to provide the respective characteristics shall only exist if expressly 

agreed in the terms of contract. The trademarks used are owned by Siemens AG or 

their respective owners. 

Warning 

Hackers who unlawfully gain access to customer telecommunications systems are criminals. 

Currently, we do not know of any telecommunications system that is immune to this type of 

criminal activity. Siemens AG will not accept liability for any damages, including long distance 

charges, which result from unauthorized use. Although Siemens has designed security 

features into its products, it is your sole responsibility to use the security features and to 

establish security practices within your company, including training, security awareness, and 

call auditing. 

Siemens sales and service personnel, as well as Siemens business partners, are available to 

work with you to help you guard against this unauthorized use of your telecommunications 

system. 

May 2005 

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in 

any form or by any means, mechanical, electronic, photocopying, recording, or otherwise, 

without prior written permission of Siemens. The software described in this publication is 

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serving you. 

Hicom, HiPath, and Siemens are registered trademarks of Siemens AG. All other trademarks 

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Copyright © 2005 Siemens AG. All rights reserved. 

© Siemens AG 2005 ● Information and Communication Networks, 

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Reference No.: A31003-S2265-S110-1-7620 Printed in the Federal Republic of Germany. 

Subject to availability. Right of modification reserved.

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Content 

Content 0 

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.1 Who should use this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.2 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.3 Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.3.1 Service documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.3.2 User documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.3.3 System integration documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.4 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

1.5 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

2 Upgrading to the HiPath ProCenter 6.5 release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.1 Upgrading HiPath ProCenter on a main server machine. . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.1.1 Upgrading from the HiPath ProCenter 5.1 SMR C release. . . . . . . . . . . . . . . . . . 2-1 

2.1.2 Upgrading from the HiPath ProCenter 6.0 SMR A release . . . . . . . . . . . . . . . . . . 2-2 

2.1.3 Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5 . . . . . . . . . . . . . . . . 2-5 

2.2 Upgrading HiPath ProCenter on an auxiliary server machine . . . . . . . . . . . . . . . . . . . 2-6 

2.2.1 Upgrading from the HiPath ProCenter 5.1 SMR C release. . . . . . . . . . . . . . . . . . 2-6 

2.2.2 Upgrading from the HiPath ProCenter 6.0 SMR A release . . . . . . . . . . . . . . . . . . 2-6 

2.2.3 Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5 . . . . . . . . . . . . . . . . 2-7 

2.3 Upgrading HiPath ProCenter on a client machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 

2.3.1 Upgrading from the HiPath ProCenter 5.1 SMR C release or earlier . . . . . . . . . . 2-9 

2.3.2 Upgrading from the HiPath ProCenter 6.0 or 6.0 SMR A release. . . . . . . . . . . . . 2-9 

2.3.3 .Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5. . . . . . . . . . . . . . . 2-10 

3 Preparing to install HiPath ProCenter on a server machine. . . . . . . . . . . . . . . . . . . 3-1 

3.1 System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 

3.2 Installation checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 

3.3 Installing and Configuring the Windows Operating System. . . . . . . . . . . . . . . . . . . . . 3-2 

3.4 Installing and configuring a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 

3.5 Installing the pcAnywhere Remote Connectivity Software. . . . . . . . . . . . . . . . . . . . . . 3-3 

3.6 Installing the Dialogic system software (Hicom 300 E only) . . . . . . . . . . . . . . . . . . . . 3-4 

3.7 Installing a Dialogic four-port analog board (Hicom 300 E only) . . . . . . . . . . . . . . . . . 3-5 

4 Installing HiPath ProCenter on a server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1 Installing HiPath ProCenter on a main server machine . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1.1 Installation worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1.2 Installing HiPath ProCenter on a main server machine. . . . . . . . . . . . . . . . . . . . . 4-2 

4.1.3 Preparing to save a design database to production . . . . . . . . . . . . . . . . . . . . . . 4-13 

4.1.4 Installing a private SSL certificate (Web callback only). . . . . . . . . . . . . . . . . . . . 4-14 

4.1.5 Assigning remote user access to the ShareData folder . . . . . . . . . . . . . . . . . . . 4-15 

4.2 Installing HiPath ProCenter on an auxiliary server machine . . . . . . . . . . . . . . . . . . . 4-15 

4.2.1 Installation worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15 

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Content 


4.2.2 Installing HiPath ProCenter on an auxiliary server machine . . . . . . . . . . . . . . . . 4-16 

4.2.3 Configuring the Automatic Patch (AutoPA) Service . . . . . . . . . . . . . . . . . . . . . . . 4-21 

5 Installing HiPath ProCenter on a client machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.1 System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.2 Installing HiPath ProCenter software on a client machine . . . . . . . . . . . . . . . . . . . . . . 5-2 

6 Maintaining the HiPath ProCenter system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

6.1 Backing up the HiPath ProCenter database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

6.1.1 Scheduling database backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

6.1.2 Backing up the HiPath ProCenter database to a tape drive. . . . . . . . . . . . . . . . . . 6-2 

6.1.3 Backing up the HiPath ProCenter database to a local drive. . . . . . . . . . . . . . . . . . 6-3 

6.2 Scheduling and applying patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 

6.2.1 Creating a control file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 

6.2.2 Uploading a patch file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 

6.2.3 Transferring a patch file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 

6.2.4 Verifying patch activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 

6.2.5 Applying a patch manually on a server machine . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 

6.2.6 Applying a patch manually on a client machine . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7 

6.2.7 Undoing a patch on a server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7 

6.2.8 Undoing a patch on a client machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 

6.2.9 Troubleshooting AutoPA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 

6.2.10 Known Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1 

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0-2 HiPath ProCenter Standard, Version 6.5, Installation and Maintenance Guide


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About this guide 

Who should use this guide 

1 About this guide 

This guide provides detailed instructions on how to install the HiPath ProCenter software on 

both server and client machines, and describes how to perform ongoing maintenance of the 

HiPath ProCenter system. 

1.1 Who should use this guide 

This guide is intended for install technicians or anyone else in the organization who is 

responsible for installing and configuring the HiPath ProCenter software. 

1.2 How to use this guide 

This guide contains the following chapters and appendixes, as well as an index: 

Chapter 1, “About this guide” describes the intended audience and the formatting conventions, 

and provides a brief description of the other guides in the HiPath ProCenter documentation set. 

Chapter 2, “Upgrading to the HiPath ProCenter 6.5 release” provides detailed instructions on 

how to upgrade existing HiPath ProCenter server and client software to the HiPath ProCenter 

6.5 release. 

Chapter 3, “Preparing to install HiPath ProCenter on a server machine” describes the hardware 

and software requirements for installing the HiPath ProCenter software on a server machine, 

and provides guidelines for planning the installation. 

Chapter 4, “Installing HiPath ProCenter on a server machine” provides detailed instructions on 

how to install the HiPath ProCenter software on a server machine. 

Chapter 5, “Installing HiPath ProCenter on a client machine” provides detailed instructions on 

how to install HiPath ProCenter software on a client machine. 

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Related documentation 


1.3 Related documentation 

The following guides contain additional information about HiPath ProCenter. 

1.3.1 Service documentation 

Planning and Design Guide, Version 6.5, A31003-S2265-S130-1-7620 

This guide provides detailed instructions on how to create and configure a design database, as 

well as instructions on how to put the design database into production at the customer site. 

Hardware Integration Guide, Version 6.5, A31003-S2265-S120-1-7620 

This guide provides detailed instructions on how to configure the various supported switches 

and integrate HiPath ProCenter software with third-party hardware, such as wallboards, 

corporate e-mail servers, corporate Web servers, and Interalia-supported hardware. 

1.3.2 User documentation 

Overview Guide, Version 6.5, A31003-S2265-A100-1-76A9 

This guide provides an overview of the main HiPath ProCenter concepts and features, including 

detailed hardware, software, and network requirements specific to each supported switch. 

Manager Administration Guide, Version 6.5, A31003-S2265-A130-1-7619 

This guide provides an overview of the Manager application and walks users through the 

various administration tasks that need to be performed on an ongoing basis. 

Client Desktop Getting Started Guide, Version 6.5, A31003-S2265-B110-1-7619 

This guide provides an overview of the Client Desktop application and walks users through the 

process of managing contacts and communicating with other users in the contact center. 

Reporting Reference, Version 6.5, A31003-S2265-A200-1-76A9 

This guide provides detailed information on interpreting reports, including descriptions of the 

report types, report level descriptions of the predefined report templates, detailed column 

descriptions, and descriptions of the calculations of the statistics that appear in the reports. 

1.3.3 System integration documentation 

IVR API Integration Guide, Version 6.5, A31003-S2265-E600-1-7619 

This guide describes how to integrate HiPath ProCenter with an Interactive Voice Response 

(IVR) system using the IVR Application Programming Interface (API). 

Screen Pop API Integration Guide, Version 6.5, A31003-S2265-E700-1-7619 

This guide describes how to integrate HiPath ProCenter with the Screen Pop Application 

Programming Interface (API). 

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I 


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Formatting conventions 

1.4 Formatting conventions 

The following formatting conventions are used in this guide: 

Bold 

This font identifies HiPath ProCenter components, window and dialog box titles, and item 

names. 

Italics 

This font identifies references to related documentation. 

Monospace Font 

This font distinguishes text that you should type, or that the computer displays in a message. 

> 

Notes identify information that is useful but not essential, such as tips or alternative 

methods for performing a task. 

identify information that is essential. Ignoring a warning can adversely 

affect the operation of the application. 

7 

Warnings 

1.5 Documentation feedback 

To report an issue with this document, call your next level of support: 

● 

● 

Siemens employees should call the Interactive Customer Engagement Team (i-CET). 

Customers should call the Siemens Customer Support Center. 

When you call, be sure to include the following information. This will help identify which 

document you are having issues with. 

● 

● 

Title: Installation and Maintenance Guide 

Order Number: A31003-S2265-S110-1-7620 

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Documentation feedback 


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Upgrading to the HiPath ProCenter 6.5 release 

Upgrading HiPath ProCenter on a main server machine 

2 Upgrading to the HiPath ProCenter 6.5 release 

This chapter provides detailed instructions on how to upgrade existing HiPath ProCenter server 

and client software to the HiPath ProCenter 6.5 release. 

2.1 Upgrading HiPath ProCenter on a main server machine 

This section provides detailed instructions on how to upgrade existing HiPath ProCenter 

software on a main server machine. 

7 

It 

is strongly recommended that you back up the existing database before performing 

an upgrade. Failure to do so may result in the loss of data. For detailed instructions, 

see Section 6.1, “Backing up the HiPath ProCenter database”, on page 6-1. 

2.1.1 Upgrading from the HiPath ProCenter 5.1 SMR C release 

To upgrade from the 5.1 SMR C release, you must back up and export the existing data and 

perform a new installation of the HiPath ProCenter 6.5 server software on a new Windows 

Server 2003 machine. 

> 

This procedure describes how to export the existing data to text files so they can be imported 

into a database on the new server machine during the installation process. 

> 

If you are currently using an earlier version of RésuméRouting or HiPath ProCenter 

(versions 4.0 to 5.1 SMR B), you must first upgrade to version 5.1 SMR C and then 

follow the instructions in this section. 

When upgrading from the HiPath ProCenter 5.1 SMR C release, the user name in 

version 6.5 is created based on the Agent ID from version 5.1. You can change the 

user name at any time following the upgrade by using the Manager application. 

To upgrade from the HiPath ProCenter 5.1 SMR C release: 

1. Log on to the existing 5.1 SMR C server machine under the Informix account. 

2. Stop the ProCenter service on the 5.1 SMR C server machine. Please wait for the service 

to completely shut down before proceeding. 

3. Insert the HiPath ProCenter 6.5 CD1 into the CD-ROM drive and copy the following files 

from the CD to the 5.1 SMR C server machine: 

x:\utilities\database\hppcexport.cmd 

x:\utilities\database\tinecs.exe 

where x is the CD-ROM drive letter. 

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4. On the Start menu, point to Programs, then Informix Dynamic Server 9.40, and then 

click ol_servername, where servername is the name of the HiPath ProCenter server 

machine. 

5. Proceed to the folder where you copied the hppcexport file, and then type the following on 

the command line: 

hppcexport[d] {} 

where d specifies you are exporting the data to disk (optional) and specifies the 

full path to the folder where you want to export the data. 

6. Press ENTER. 

7. Copy the folder containing the backed up data to a safe location on the network. 

8. Perform a new installation of the HiPath ProCenter 6.5 server software on a new Windows 


> 

For detailed instructions on how to perform a new installation on a Windows Server 

2003 machine, see Chapter 3, “Preparing to install HiPath ProCenter on a server 

machine” and Chapter 4, “Installing HiPath ProCenter on a server machine”. 

2.1.2 Upgrading from the HiPath ProCenter 6.0 SMR A release 

There are two methods by which you can upgrade from the HiPath ProCenter 6.0 SMR A 

release to the HiPath ProCenter 6.5 release. 

● 

● 

Machine-to-machine upgrade - Use this method if you intend to install the HiPath 

ProCenter 6.5 server software on a different machine and want to retain the existing data. 

In-place upgrade - Use this method if you intend to install the HiPath ProCenter 6.5 server 

software on the same machine where the data currently resides. 

> 

If you are currently using the HiPath ProCenter 6.0 release, you must first upgrade 

to the 6.0 SMR A release and then follow the instructions in this section. 

2.1.2.1 Performing a machine-to-machine upgrade 

To perform a machine-to-machine upgrade from the 6.0 SMR A release and still retain the 

existing data, you must back up and export the existing database and perform a new installation 

of the HiPath ProCenter 6.5 server software on a new Windows Server 2003 machine. 

This procedure describes how to export the existing data to text files so they can be imported 

into a database on the new server machine during the installation process. 

To perform a machine-to-machine upgrade: 

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1. Log on to the existing 6.0 SMR A server machine under the Informix account. 

2. Stop the HiPath ProCenter service on the 6.0 SMR A server machine. Please wait for the 

service to completely shut down before proceeding. 

3. Insert the HiPath ProCenter 6.5 CD1 into the CD-ROM drive and copy the following files 

from the CD to the 6.0 SMR A server machine: 

x:\utilities\database\hppcexport.cmd 

x:\utilities\database\tinecs.exe 

where x is the CD-ROM drive letter. 



machine. 

5. Proceed to the folder where you copied the hppcexport file, and then type the following on 

the command line: 

hppcexport[d] {} 

where d specifies you are exporting the data to disk (optional) and specifies the 

full path to the folder where you want to export the data. 


7. Copy the folder containing the backed up data to a safe location on the network. 

8. Perform a new installation of the HiPath ProCenter 6.5 server software on a new Windows 


> 

For instructions on how to perform a new installation of the HiPath ProCenter 6.5 

server software, see Chapter 3, “Preparing to install HiPath ProCenter on a server 

machine” and Chapter 4, “Installing HiPath ProCenter on a server machine”. 

2.1.2.2 Performing an in-place upgrade 

When performing an in-place upgrade from the 6.0 SMR A release on the same machine, the 

HiPath ProCenter 6.5 Server Setup Program automatically detects the previous version of the 

software and prompts you to upgrade. 

To perform an in-place upgrade: 

1. Log on to the computer as an Administrator. Only users with administrative rights can 

upgrade the HiPath ProCenter software. 

2. Stop the HiPath ProCenter and HiPath ProCenter AutoPA services. Please wait for the 

services to completely shut down. 

3. Insert the HiPath ProCenter 6.5 CD1 into the CD-ROM drive. 

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4. On the Start menu, click Run, then type: 

x:\HiPath ProCenter Server\setup.exe 

where x is the CD-ROM drive letter, and then click OK. 

5. Select a language for the installation, and then click OK. 

6. When the system informs you that you are about to upgrade the HiPath ProCenter software 

on the server machine, click Yes. 

7. To activate the HiPath ProCenter features immediately, specify the name of the license file, 

and then click Next. 

The HiPath ProCenter Features panel appears displaying the features you are about to 

activate. To activate the features, click Next. 

> 

To activate the HiPath ProCenter features later using the Manager application, 

click Configure Later, and then click Next. 

8. To begin the HiPath ProCenter upgrade process, click Install. The Setup program 

upgrades the HiPath ProCenter software on the server machine. The upgrade process may 

take approximately one hour to complete. 

9. When the upgrade process is complete, click Finish. 

10. When prompted to restart the computer, click Yes. 

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2.1.3 Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5 

When upgrading from HiPath ProCenter Agile 6.5 to HiPath ProCenter Standard 6.5, the 



To upgrade from the HiPath ProCenter Agile 6.5 to Standard 6.5: 











on the server machine, click Yes. This launches the HiPath ProCenter 6.5 Server Setup 

Program. 

7. Click Next. 





9. To begin the HiPath ProCenter upgrade process, click Install. The Setup program 

upgrades the HiPath ProCenter software on the server machine. 



12. 

> 



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Upgrading HiPath ProCenter on an auxiliary server machine 


2.2 Upgrading HiPath ProCenter on an auxiliary server machine 


software on an auxiliary server machine. 

2.2.1 Upgrading from the HiPath ProCenter 5.1 SMR C release 

When upgrading from the 5.1 SMR C release, the HiPath ProCenter 6.5 Server Setup Program 

automatically detects the previous version of the software and prompts you to upgrade. 

> 

To upgrade from the HiPath ProCenter 5.1 SMR C release: 










Program, which will guide you through the rest of the installation process. 

6. At this point, proceed exactly as if you are performing a new installation of the HiPath 

ProCenter 6.5 server software on an auxiliary server machine. 

> 

If you are currently using an earlier version of RésuméRouting or HiPath ProCenter 

(versions 4.0 to 5.1 SMR B), you must first upgrade to version 5.1 SMR C and then 

follow the instructions in this section. 

For detailed instructions on how to perform a new installation of the HiPath 

ProCenter 6.5 server software on an auxiliary server machine, see Section 4.2, 

“Installing HiPath ProCenter on an auxiliary server machine”, on page 4-15. 

2.2.2 Upgrading from the HiPath ProCenter 6.0 SMR A release 

When upgrading from the 6.0 SMR A release, the HiPath ProCenter 6.5 Server Setup Program 

automatically detects the previous version of the software and prompts you to upgrade. 

To upgrade from the HiPath ProCenter 6.0 SMR A release: 

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Program, which will guide you through the rest of the installation. 

6. Click Next. The Setup program upgrades the HiPath ProCenter software on the server 

machine. 



2.2.3 Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5 
















Program. 

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7. Click Next. The Setup program upgrades the HiPath ProCenter software on the server 

machine. 



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Upgrading HiPath ProCenter on a client machine 

2.3 Upgrading HiPath ProCenter on a client machine 


software on a client machine. 

2.3.1 Upgrading from the HiPath ProCenter 5.1 SMR C release or earlier 

When upgrading from an earlier version of RésuméRouting or HiPath ProCenter (versions 4.0 

to 5.1 SMR C), the HiPath ProCenter 6.5 Client Setup Program automatically detects the 

previous version of the software and prompts you to upgrade. 

To upgrade from the HiPath ProCenter 5.1 SMR C release or earlier: 





x:\HiPath ProCenter Client\setup.exe 




on the client machine, click Yes. This launches the HiPath ProCenter 6.5 Client Setup 

Program, which will guide you through the rest of the installation process. 

6. At this point, proceed exactly as if you are performing a new installation of the HiPath 

ProCenter 6.5 client software on a client machine. 

> 

For instructions on how to perform a new installation of the HiPath ProCenter 6.5 

client software on a client machine, see Chapter 5, “Installing HiPath ProCenter on 

a client machine”. 

2.3.2 Upgrading from the HiPath ProCenter 6.0 or 6.0 SMR A release 

When upgrading from the HiPath ProCenter 6.0 or 6.0 SMR A release, the HiPath ProCenter 

6.5 Client Setup Program automatically detects the previous version of the software and 

prompts you to upgrade. 

To upgrade from the HiPath ProCenter 6.0 or 6.0 SMR A release: 




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Upgrading HiPath ProCenter on a client machine 







on the client machine, click Yes. The Setup program upgrades the HiPath ProCenter 

software on the client machine. 


2.3.3 .Upgrading from HiPath ProCenter Agile 6.5 to Standard 6.5 


HiPath ProCenter 6.5 Client Setup Program automatically detects the previous version of the 











on the client machine, click Yes. This launches the HiPath ProCenter 6.5 Client Setup 

Program. 

6. Click Next. 

7. The Setup program upgrades the HiPath ProCenter software on the client machine. 

When the upgrade process is complete, click Finish. 

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Nur für den internen Gebrauch Preparing to install HiPath ProCenter on a server machine 

System requirements 

3 Preparing to install HiPath ProCenter on a server 

machine 

This chapter describes the hardware and software requirements for installing the HiPath 

ProCenter software on a server machine, and provides guidelines for planning the installation. 

> 

For detailed instructions on how to install and configure third-party hardware that 

integrates with the HiPath ProCenter software, see the Hardware Integration Guide. 

3.1 System requirements 

The minimum system requirements for installing HiPath ProCenter software on a server 

machine are as follows: 

Requirement Main Server Auxiliary Server 

Processor Pentium 4 processor at 2.4 GHz Pentium 4 processor at 1.7 GHz 

Operating System Windows Server 2003, Standard 

Edition 

Windows Server 2003, Standard 

Edition 

Memory 1 GB SDRAM 512 MB RAM 

Hard Drive 40 GB IDE hard drive (60 GB 10 GB IDE hard drive 

recommended) 

CD-ROM Drive 16x CD-ROM drive 16x CD-ROM drive 

Display Settings 

Network Interface 

1024 x 768 or higher-resolution 

monitor with high color (16 bit) 

10/100 Mbps Ethernet (10 Mbps 

only supported if there are no Client 

Desktops) 

Modem 56K modem for service N/A 

Table 3-1 

> 



100 Mbps Ethernet 

System requirements for HiPath ProCenter server software 

If you are using a high capacity system, you require a Dual Pentium 4 processor at 

2.4 GHz with 2 GB SDRAM, and a 60 GB IDE hard drive (80 GB recommended). 

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Preparing to install HiPath ProCenter on a server machine 

Installation checklist 


3.2 Installation checklist 

Before you begin, verify that you have each of the items in the following checklist: 

Hardware requirements 

1.44 MB floppy disk drive (optional) 

56K modem for pager notifications (optional) 

Dialogic D/41 JCT-LS four-port analog board (Hicom 300 E only) 

Network adapter card for Local LAN 

Network interface card for Switch LAN (Hicom 300 E and HiPath 4000 only) 

Software requirements 

Windows Server 2003, Standard Edition CD-ROM 

HiPath ProCenter 6.5 CD1 

HiPath ProCenter 6.5 CD2 

HiPath ProCenter license file 

pcAnywhere V11.5 

Table 3-2 Installation checklist 

Verification 

Verification 

installing the network cards, always install the network adapter card for the 

Local LAN prior to installing the network interface card for the Switch LAN. 

When 

3.3 Installing and Configuring the Windows 

7 

Operating System 

Before installing the HiPath ProCenter server software, you must first install and configure the 

Windows operating system on the server machine. 

> 

Although multiple partitions are supported, it is recommended that you format the 

server machine with only one partition on the C: drive. 

During the Windows installation and configuration process: 

● 

● 

Ensure that disk partitions are formatted as NTFS file systems. 

Ensure that the name of the server machine begins with a letter, contains only letters, 

numbers, or the underscore character, and does not exceed 12 characters. 

7 

To 

prevent conflicts with the default user names that are created during the 

HiPath ProCenter installation process, you must not use hppc or informix as 

the server machine name. 

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Installing and configuring a modem 

● 

● 

● 

● 

● 

● 

● 

Ensure that a user name and organization are specified during the installation process. 

If supported by the processor(s) on the server machine, ensure that Hyper-Threading is 

disabled. 

Ensure that Internet Information Services (IIS) is not installed. 

Ensure that Simple Network Management Protocol is installed. 

Ensure that Simple TCP/IP Services is installed. 

Ensure that the Maximize data throughput for network applications option is selected. 

Ensure that you configure at least one DNS Server, and that the server machine is included 

as a member of the Windows domain. 

> 

For detailed instructions on how to install the Windows operating system, see the 

Windows documentation. 

3.4 Installing and configuring a modem 

Prior to installing and configuring the modem, you must do the following 

● 

● 

Ensure that two modems are attached to the serial ports, and that they are powered from 

the same uninterruptible power supply that is attached to the computer. 

If you are using the INSYS ONBIT INS 56K PLUS modem (this is the standard modem for 

the International Market), insert the HiPath ProCenter 6.5 CD1 into the CD-ROM drive and 

select the MDMYPK56.INF file from the following folder: 

\Utilities\Modem 

> 

For detailed instructions on how to install and configure a modem, see the Windows 

documentation. 

3.5 Installing the pcAnywhere Remote Connectivity Software 

If you require remote access to a HiPath ProCenter server, you must install the pcAnywhere 

V11.5 software. 

is not responsible for any issues that may occur if you install any other 

version of pcAnywhere. For detailed instructions on how to install the PcAnywhere 

software, see the pcAnywhere documentation. 

7 

Siemens 

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Installing the Dialogic system software (Hicom 300 E only) 


3.6 Installing the Dialogic system software (Hicom 300 E only) 

If you are connecting to a Hicom 300 E switch, you must install and configure the Dialogic 

system software. 

> 

To install the Dialogic system: 

1. Insert the HiPath ProCenter CD2 into the CD-ROM drive. 


x:\Dialogic\setup 

where x is the CD-ROM drive letter, and then click OK. This launches the Dialogic System 

Setup Program, which will guide you through the rest of the installation. 

3. Click Next. The Customer Information panel appears. 

4. Type your name and the name of your organization in the provided fields, and then click 

Next. The Choose Destination Location panel appears. 

5. Accept the default destination folder, and then click Next. The Select Components panel 

appears. 

6. Select the Core Runtime Package option, and then click Next. 

7. When the system informs you that third party software will be installed and prompts you to 

continue with the installation, click Yes. 

8. Accept Intel Dialogic System Release 6.0 PCI as the default name for the program folder, 

and then click Next. The Start Copying Files panel appears. 

9. Review the list of components you have selected to install, and then click Next to begin 

copying the files. 

10. When the Setup Complete panel appears, select the No, I will restart my computer later 

option, and then click Finish. 

11. Shut down the computer to install and configure the Dialogic board. 

> 

This procedure assumes you have uninstalled any previous versions of the Dialogic 

system software and have not installed the Dialogic board. 

For detailed instructions on how to install and configure the Dialogic board, see 

Section 3.7, “Installing a Dialogic four-port analog board (Hicom 300 E only)”, on 

page 3-5. 

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Installing a Dialogic four-port analog board (Hicom 300 E only) 

3.7 Installing a Dialogic four-port analog board (Hicom 300 E only) 

If you are connecting to a Hicom 300 E switch, you must install and configure a Dialogic fourport 

analog board to be used as the heartbeat card for the switch. 

You 

To install the Dialogic four-port 

7 

analog board: 

1. Set the board ID to one. 

2. Insert the Dialogic board into an available PCI slot. 

> 

must install the Dialogic system software before installing the Dialogic four-port 

analog board. For detailed instructions, see Section 3.6, “Installing the Dialogic 

system software (Hicom 300 E only)”, on page 3-4. 

3. Using ports 1 and 2, connect the Dialogic board to the assigned analog board in the switch. 

4. Restart the computer. 

For detailed instructions on how to install the board in the server machine, see 

the Dialogic installation instructions included with the analog board. 

5. When the computer restarts and the Found New Hardware Wizard appears, click Cancel. 

6. On the Start menu, point to Programs, then Intel Dialogic System Software, and then 

click Configuration Manager – DCM. The Intel Dialogic Configuration Manager 

window appears. 

7. On the Service menu, point to Startup Mode, and then click Automatic. 

8. On the Service menu, click Start Service. 

9. On the File menu, click Exit. 

10. Open the Services window. 

11. In the right pane of the Services window, double-click ProCenter. The ProCenter 

Properties dialog box appears. 

12. In the Startup type list, select the Automatic option, and then click OK. 

13. On the Action menu, click Start. 

14. Close the Services window. 

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Installing HiPath ProCenter on a server machine 

Installing HiPath ProCenter on a main server machine 

4 Installing HiPath ProCenter on a server machine 

This chapter provides detailed instructions on how to install the HiPath ProCenter software on 

a server machine. 

> 

Before proceeding, ensure that you have installed and configured all of the 

prerequisite hardware and software, as described in Chapter 3, “Preparing to install 

HiPath ProCenter on a server machine”. 

4.1 Installing HiPath ProCenter on a main server machine 

This section provides detailed instructions on how to install the HiPath ProCenter server 

software on a main server machine. 

4.1.1 Installation worksheet 

Use the following worksheet to record all the relevant information you will need to successfully 

install the HiPath ProCenter server software on a main server machine. 

> 

It is recommended that you print a copy of this worksheet and have it available during 

the installation of the HiPath ProCenter server software. 

Installation Requirement 

Customer Information 

HiPath ProCenter Service 

Information 

Information 

User name: __________________ 

Organization: __________________ 

Note: This is the name of the user and organization licensed to 

use the HiPath ProCenter software. 

HiPath ProCenter user name: hppc 

HiPath ProCenter password: __________________ 

Note: This is the account that HiPath ProCenter will use to start 

and stop the HiPath ProCenter servers. 

Informix Service Information Informix user name: informix 

Informix password: __________________ 

Note: This is the account that HiPath ProCenter will use to 

communicate with the Informix database. 

Table 4-1 

Installation worksheet 

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Hicom 300 E Information 

HiPath 3000/5000 

Information 

CAP Fault Management 

Information (optional) 

Dialing Properties 

Information 

Time Server Information 

Information 

ACD number: __________________ 

ACD group number: __________________ 

Route Control Group number: __________________ 

RSM server name ____________________ 

Trap destination: __________________ 

Note: This is the IP address or host name of the machine to 

which you want to send trap notifications. 

Current location: __________________ 

Country code: __________________ 

Area code: __________________ 

Local access code: __________________ 

Note: This information is required to use the assisted dialing 

feature in the Client Desktop application. 

Time server name: __________________ 

Table 4-1 


Note: This information is only required if the time service is not 

already configured. 

4.1.2 Installing HiPath ProCenter on a main server machine 

Follow the instructions in this section to install the HiPath ProCenter server software on a main 

server machine. 

installing HiPath ProCenter server software on a main server machine, 

ensure that you have properly configured the IP address of the server machine. 

Before 

To install HiPath ProCenter software on a main server machine: 

7 


install HiPath ProCenter software. 





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4. Select a language for the installation, and then click OK. This launches the HiPath 

ProCenter 6.5 Server Setup Program, which will guide you through the rest of the 

installation. 

5. Select Main Server, and then click Next. The Setup program performs a system check to 

ensure that the computer meets the minimum requirements to install the HiPath ProCenter 

server software. 

> 

If the computer fails to meet one of the requirements, you will be unable to install 

the HiPath ProCenter server software. 

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6. After you have read the license agreement, click I accept the terms in the license 

agreement, and then click Next. 

> 

If you do not accept the terms of the license agreement, you will be unable to 

install the HiPath ProCenter server software. 

7. Type the name of the user and the organization licensed to use this product, and then click 

Next. 

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8. Select one of the following setup options, and then click Next: 

● 

Typical – Select this option to install all the HiPath ProCenter server components to a 

default location on the computer. This is the recommended option. 

> 

By default, the server software will be installed on drive C. If drive D exists, and 

sufficient disk space is available, the Reporting Database will be installed there. 

● 

Custom – Select this option to choose the location where each HiPath ProCenter 

server component is installed. This option is for advanced users only. 

is strongly recommended that you do not change the default location of the 

HiPath ProCenter software unless advised to do so by Siemens personnel. 

7 

It 

9. Type the password for the account that will be created for the HiPath ProCenter service, 

and then click Next. This service is used to start and stop the HiPath ProCenter servers. 

> 

It is strongly recommended that you specify a password that meets the security 

requirements of your organization. For more information, contact your system 

administrator. 

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10. Type the password for the account that will be created for the Informix service, and then 

click Next. This account is used by HiPath ProCenter to communicate with the Informix 

database. 

> 




11. Select the type of switch to which HiPath ProCenter will be connecting, and then click Next. 

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> 

If you selected the Hicom 300 or HiPath 4000 switch, you can verify the 

connection to the switch by clicking Test. 

12. Depending on the switch you have selected, do one of the following: 

● 

If you selected the Hicom 300 E CS V6.6 switch, type the ACD number, ACD group 

number, and Route Control Group number you want to use for the switch heartbeat 

settings, and then click Next. 

● 

If you selected the HiPath 3000 V4.0, HiPath 3000 V5.0, or HiPath 5000 V4.0 switch, 

type the host name of the server machine on which the HiPath 5000 Real-Time 

Services Manager (RSM) resides, and then click Next. 

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● 

If you selected the HiPath 4000 V1.0, HiPath 4000 V2.0, HiPath DX 7.1, or HiPath 

DX V8.0 switch, proceed to the next step. 

13. To use the assisted dialing feature in the Client Desktop application, click Configure. 

Specify the dialing rules for the location, and then click Next. 

> 

For detailed instructions on how to configure the TAPI dialing rules for the 

location, see the Windows documentation. 

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14. Type the IP address or host name of the machine to which you want to send trap 

notifications, and then click Next. 

15. Specify the language used for the HiPath ProCenter servers, and then click Next. 

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16. To ensure that the HiPath ProCenter server machine receives time updates from a central 

location, type the name of the Authoritative Time Server to which you want to connect, and 

then click Update. When the time service has been successfully updated, click OK, and 

then click Next. 

> 

The Time Server Configuration panel will only appear if the time service is not 

already configured. 

17. Select one of the following installation options, and then click Next: 

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● 

● 

New Installation – Select this option if you are performing a new HiPath ProCenter 

installation. 

New Installation with data import – Select this option if you are performing a new 

HiPath ProCenter installation and need to import data from a previous release. 

> 

If you select the data import option, you must browse to the folder containing the 

data that was previously exported using the hppcexport utility. For detailed 

instructions, see Chapter 2, “Upgrading to the HiPath ProCenter 6.5 release”. 





> 



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19. To begin the HiPath ProCenter server installation, click Install. The installation process 

may take approximately one hour to complete. 

20. When the installation process is complete, click Finish. 

21. When prompted to restart the computer, the action you take depends on whether this is a 

new installation or an upgrade, and if there is a potential for resource conflict: 

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a) If upgrading from a previous version of HiPath ProCenter and there is the potential for 

resource conflict (for example, if the contact center is currently operational), click No 

and perform the following steps: 

● 

● 

● 

● 

● 

Open the Services window. 

In the right pane of the Services window, double-click HiPath ProCenter. The 

HiPath ProCenter Properties dialog box appears. 

In the Startup type list, choose Manual and then click OK. 

Close the Services window and restart the computer. 

Proceed to perform the steps in Section 4.1.3, “Preparing to save a design 

database to production”, on page 4-13. 

b) If this is a new installation or if there is no potential for resource conflict, click Yes, and 

proceed to perform the steps in Section 4.1.4, “Installing a private SSL certificate (Web 

callback only)”, on page 4-14. 

4.1.3 Preparing to save a design database to production 

If performing an upgrade and there is the potential for resource conflict, when ready to load a 

design database into production, HiPath ProCenter must be running with only the 

Administration and Config Sync servers running. This ensures that HiPath ProCenter does not 

try to route calls before the system is fully configured. 

To prepare HiPath ProCenter to save a design database to production: 


2. In the right pane of the Services window, double-click HiPath ProCenter. The HiPath 

Procenter Properties dialog box appears. 

3. In the Start Parameters box, type -WorkingWithDatabases, click Start, and then click 

OK. This starts the Administration and Config Sync servers only. 


You can now put the design database for this customer into production. For information on 

putting a configured design database production, see the Initial Manager Configuration chapter 

of the Planning and Design Guide. 

When the design database has been saved to production, you should restore the HiPath 

ProCenter service to start automatically. 

To set the HiPath ProCenter service to start automatically: 

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2. In the right pane of the Services window, double-click HiPath ProCenter. The HiPath 

Procenter Properties dialog box appears. 

3. Click Stop to shut down the Administration and Config Sync servers. 

4. In the Startup type list, choose Automatic and then click OK. 

5. Close the Services window and restart the computer. 

4.1.4 Installing a private SSL certificate (Web callback only) 

To set up a secure (SSL) connection to use the Web callback feature, you must do the following: 

● 

● 

● 

Install a private certificate on the HiPath ProCenter server machine. 

Install a public certificate on the corporate web server machine. For detailed instructions, 

see the Hardware Integration Guide. 

Enable SSL security for the Web connection. For detailed instructions, see the Manager 

documentation. 

> 

To install a private SSL certificate on the HiPath ProCenter server machine: 

1. Log on to the server machine under the hppc user account. 

2. On the Start menu, point to Control Panel, and then click Internet Options. 

3. Click the Content tab. 

4. Click Certificates. 

5. Click the Personal tab, and then click Import. The Certificate Import Wizard appears, 

which will guide you through the importing of a private certificate. 

> 

You can create your own private and public certificates or purchase them from a 

certificate vendor, such as VeriSign. 

Ensure that you can start the Web Collaboration Server without SSL security 

enabled before you enable SSL security using the Manager application. 

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Installing HiPath ProCenter on an auxiliary server machine 

4.1.5 Assigning remote user access to the ShareData folder 

To save a design database to a production database from a remote machine, users require full 

read/write access to the ShareData folder. 

To assign remote user access to the ShareData folder: 

1. Using Windows Explorer, locate the ShareData folder on the main server machine. 

2. Right-click the ShareData folder, and then click Sharing and Security on the shortcut 

menu. 

3. On the Sharing tab, click Permissions. 

4. Click Add. The Select Users, Computers, or Groups dialog box appears. 

5. Click Locations. When the Enter Network Password window appears, click Cancel. In 

the Locations window, select the domain to which the user belongs, and then click OK. 

6. In the Enter the object name to select box, specify the user or users to which you want 

to assign full read/write access to the ShareData folder, and then click OK. 

7. In the Permissions for ShareData dialog box, ensure that Full Control is selected for 

each of the users you have added, and then click OK. 

8. Click OK to close the ShareData Properties dialog box. 

4.2 Installing HiPath ProCenter on an auxiliary server machine 

If the contact center requires a second server machine to accommodate additional users, you 

must install the HiPath ProCenter server software on an auxiliary server machine. 

4.2.1 Installation worksheet 

Use the following worksheet to record all the relevant information you will need to successfully 

install the HiPath ProCenter server software on an auxiliary server machine. 

> 

It is strongly recommended that you print a copy of this worksheet and have it 

available during the installation of the HiPath ProCenter server software. 


Information 

HiPath ProCenter Service Information HiPath ProCenter user name: hppc 

HiPath ProCenter password: __________________ 

Table 4-2 


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HiPath ProCenter Server Information 

Table 4-2 Installation worksheet 

Information 

Machine name: __________________ 

Port number: __________________ 

4.2.2 Installing HiPath ProCenter on an auxiliary server machine 

Follow the instructions in this section to install the HiPath ProCenter server software on an 

auxiliary server machine. 

> 

The auxiliary server machine must reside on the same LAN segment as the client 

machines that it supports. The LAN segment for the auxiliary server machine should 

be different from the LAN segment used for the main HiPath ProCenter server 

machine. 

To install HiPath ProCenter software on an auxiliary server machine: 








ProCenter 6.5 Server Setup Program, which will guide you through the rest of the 

installation. 

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5. Select Auxiliary Real-Time Server, and then click Next. The Setup program performs a 

system check to ensure that the computer meets the minimum requirements to install the 

HiPath ProCenter server software. 

> 


the HiPath ProCenter server software. 



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> 

If you do not accept the terms of the license agreement, you will be unable to 

install the HiPath ProCenter server software. 

7. Type the name of the user and the organization licensed to use this product, and then click 

Next. 

8. Specify the location where you want to install the HiPath ProCenter server software, and 

then click Next. 

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7 

It 

9. Type the password for the account that will be created for the HiPath ProCenter service, 

and then click Next. This service is used to start and stop the HiPath ProCenter servers. 

> 




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10. Type the machine name and port number of the HiPath ProCenter server machine to which 

you want to connect, and then click Next. 

11. Specify the language used for the HiPath ProCenter servers, and then click Next. 

12. To begin the HiPath ProCenter server installation, click Install. 

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4.2.3 Configuring the Automatic Patch (AutoPA) Service 

> 

To schedule and apply patches to an auxiliary server machine, you must configure the AutoPA 

service. 

> 

This section is only applicable if you are installing HiPath ProCenter software on an 

auxiliary server machine. If this is the case, you must configure the AutoPA Service 

on all machines running HiPath ProCenter server software. 

Ensure that the account you use to log on to the AutoPA service is a member of the 

Administrators group so that you have full control over the local computer. If this 

account does not already exist, you must create the account on the domain on which 

all computers are members. You must then add the new domain account to the Local 

Administrators group on each computer running AutoPA, and assign AutoPA to run 

under that domain account as a service. 

To configure the AutoPA service: 

1. Open the Local Security Settings window. 

2. In the left pane of the Local Security Settings window, double-click Security Settings, 

then Local Policies, and then User Rights Assignment. 

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3. In the Policy list, double-click Log on as a service. The Log on as a service Properties 

dialog box appears. 

4. Click Add User or Group. The Select Users, Computers, or Groups dialog box appears. 

5. Click Locations. When the Enter Network Password windows appears, click Cancel. In 

the Locations window, select the local computer name, and then click OK. 

6. In the Enter the enter object name to select box, type Administrators, and then click 

OK twice to close the open dialog boxes. 

7. Close the Local Security Settings window. 


9. In the right pane of the Services window, double-click HiPath ProCenter AutoPA. The 

HiPath ProCenter AutoPA Properties dialog box appears. 

10. To assign a log on account to the AutoPA service, click the Log On tab, and then select the 

This account option. 

11. Click Browse. 

12. Click Locations. When the Enter Network Password windows appears, click Cancel. In 

the Locations window, select the local computer name for workgroups or the domain 

name if the computer is a member of a domain, and then click OK. 

13. In the Enter the enter object name to select box, type the name of the account whose 

rights and permissions you want AutoPA to use, and then click OK. 

14. Type the password in the provided fields, and then click OK. 


> 

> 

If the computer is a member of a workgroup, the account name and password 

you specify must be the same on every computer participating in the workgroup. 

To disable the AutoPA service, double-click HiPath ProCenter AutoPA in the 

Services window, select Disabled in the Startup type box, and then click OK. 

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misclient.fm 

Installing HiPath ProCenter on a client machine 

System requirements 

5 Installing HiPath ProCenter on a client machine 

This chapter provides detailed instructions on how to install HiPath ProCenter software on a 

client machine. Use the guidelines in this chapter to ensure a successful installation. 

The procedures in this chapter describe how to install and upgrade the HiPath ProCenter client 

software from the CD-ROM. However, you can also install and upgrade the client software from 

the NetSetup folder that was created as part of the server installation. 

● 

● 

To install or upgrade the Client Desktop application silently without having to interact with 

the Setup program, run Tinslnt.exe from the NetSetup folder. 

To install or upgrade the Client Desktop, Manager, or IT Monitor applications, remotely from 

a network drive without using the CD-ROM, run setup.exe from the NetSetup folder. 

5.1 System requirements 

The minimum system requirements for installing HiPath ProCenter software on a client 

machine are as follows: 

Requirement Client Desktop Machine Manager Machine 

Processor Pentium III processor at 300 MHz Pentium III processor at 400 MHz 

Operating System ● Windows XP Professional with 

Service Pack 2 or later 

● Windows XP Professional with 

Service Pack 2 or later 

● Windows 2000 Professional 

with Service Pack 4 or later 

● Windows 2000 Professional 

with Service Pack 4 or later 

Memory 128 MB RAM 256 MB RAM 

Hard Drive 25 MB of available disk space 60 MB of available disk space 

CD-ROM Drive 16x CD-ROM drive (optional) 16x CD-ROM drive (optional) 

Display Settings 

Table 5-1 





Network Interface 10/100 Mbps Ethernet 10/100 Mbps Ethernet 

System requirements for HiPath ProCenter client software 

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Installing HiPath ProCenter software on a client machine 


5.2 Installing HiPath ProCenter software on a client machine 

To install the HiPath ProCenter software on a client machine from the CD-ROM: 




> 

To install HiPath ProCenter client software remotely from a network drive without 

using the CD-ROM, run the Setup program from the NetSetup folder. Contact 

your system administrator for more details. 





ProCenter 6.5 Client Setup Program, which will guide you through the rest of the 

installation. 

5. Click Next. The Setup program performs a system check to ensure that the computer 

meets the minimum requirements required to install the HiPath ProCenter client software. 

> 


the HiPath ProCenter client software. 

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misclient.fm 





7. Type your name and the name of your organization, and then click Next. 

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misclient.fm 




8. Select one of the following options, and then click Next: 

● 

● 

Typical – Select this option to install only the HiPath ProCenter Client Desktop 

application to a default location on the computer. This is the recommended option. 

Custom – Select this option to choose the HiPath ProCenter client software (Client 

Desktop, Manager, or IT Monitor) you want to install, and the location where you want 

to install the applications. This option is for advanced users only. 



7 

It 

A31003-S2265-S110-1-7620, May 2005 



misclient.fm 



9. Type the machine name and port number of the HiPath ProCenter server machine to which 

you want to connect, and then click Next. 

10. To begin the HiPath ProCenter client installation, click Install. 


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misclient.fm 




A31003-S2265-S110-1-7620, May 2005 



mismaintenance.fm 

Maintaining the HiPath ProCenter system 

Backing up the HiPath ProCenter database 

6 Maintaining the HiPath ProCenter system 

This chapter provides detailed instructions on how to perform ongoing maintenance of the 

HiPath ProCenter system, including backing up the HiPath ProCenter database and applying 

patches. 

6.1 Backing up the HiPath ProCenter database 

Backing up the HiPath ProCenter database on a regular basis ensures that the data is 

protected in the event of corruption. There are two types of database archives you can perform. 

● 

● 

Full database archive - To limit the potential loss of data to no more than one day, it is 

strongly recommended that you perform a full database archive on a daily basis. At the 

very least, you should back up the database once a week. 

Incremental database archive - To minimize the potential loss of data between full 

database backups, you can perform an incremental database archive. For example, if you 

run a full database archive at night, you can run an incremental backup during the day. The 

incremental backup takes less time, because it only backs up the changes since the start 

of the last full backup. 

> 

Since the HiPath ProCenter database can be quite large, it is strongly recommended 

that you back up the database only during periods of very low call volume. 

6.1.1 Scheduling database backups 

You can use the Schedule Task Wizard to create a schedule for backing up the HiPath 

ProCenter database. 

To schedule database backups: 

1. On the Start menu, point to Settings, and then click Control Panel. 

2. In the Control Panel window, double-click Scheduled Tasks. 

3. In the Scheduled Tasks window, double-click Add Scheduled Task. This launches the 

Scheduled Task Wizard. Click Next. 

4. Click Browse, locate the folder where you installed the HiPath ProCenter software, and 

then do one of the following: 

● 

● 

To schedule a full database archive, select FULLBACKUP.BAT 

To schedule an incremental database archive, select INCREMENTALBACKUP.BAT 

and then click Open. 

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5. Specify a name for the type of database backup you are scheduling and how often you 

want to perform the database backup, and then click Next. 

6. Specify the time and day you want the database backup to start, and then click Next. 

7. Specify the Informix user name (informix) and the password for the Informix account you 

created during the installation process, and then click Next. 

8. Select the Open advanced properties for this task when I click Finish checkbox, and 

then click Finish. The properties dialog box for the scheduled tasks appears. 

9. Type the following after FULLBACKUP.BAT or INCREMENTALBACKUP.BAT in the Run box: 

> results.txt 

and then click OK. This writes the results of the database archive to a text file. 

6.1.2 Backing up the HiPath ProCenter database to a tape drive 

To back up the HiPath ProCenter database to a tape drive, you must use the Informix ontape 

utility. 

To back up the HiPath ProCenter database to a tape drive: 

1. Insert a blank 4-8 GB tape into the tape drive of the server machine. 



machine. 

3. Type the following on the command line: 

ontape -s -L 0 

where -s directs the ontape utility to create a backup and -L 0 directs the ontape utility 

to start a level 0 archive of the entire Informix database. 

4. Press ENTER. If there is not enough space on the current tape, the system prompts you 

to insert another tape. 

5. If prompted, remove the tape and label it with the date, time, level, and number of the tape 

in the sequence. Insert another tape, and then press ENTER. Repeat this process for as 

many tapes as are required. 

> 

You can restore previously saved data from the backup tape by typing ontape -r 

on the command line. If you performed an incremental backup, you need the most 

recent full database archive as well as the incremental database archive. 

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6.1.3 Backing up the HiPath ProCenter database to a local drive 

You can use the Informix Storage Manager (ISM) or another third-party storage manager 

application to manage the storage devices and media containing the backed up data. 

> 

This section describes how to back up the HiPath ProCenter database to a local drive using the 

Informix onbar utility that is packaged with the Informix Storage Manager (ISM). 

> 

To back up the HiPath ProCenter database to a local drive: 



machine. 

2. Type the following on the command line: 

onbar -b -L 0 

where -b directs the onbar utility to create a backup and -L 0 directs the onbar utility to 

start a level 0 archive of the entire Informix database. 


> 

Some third-party storage managers support network and distributed backups. For 

detailed information, see your storage manager documentation. 

You must configure the Informix Storage Manager (ISM) prior to running the onbar 

utility. For detailed instructions, refer to the IBM Informix Storage Manager 

Administrator’s Guide located in the Informix\Documentation folder on CD1. 

You can download all the latest Informix documentation from the following location: 

http://www-306.ibm.com/software/data/informix/pubs/library/ids_94.html 

You can restore previously saved data from the backup tape by typing onbar -r 

on the command line. If you performed an incremental backup, you need the most 

recent full database archive as well as the incremental database archive. 

A31003-S2265-S110-1-7620, May 2005 




Scheduling and applying patches 


6.2 Scheduling and applying patches 

The HiPath ProCenter AutoPA service is installed on the HiPath ProCenter server machine 

during the installation process so that you can schedule and apply patches to the existing 

HiPath ProCenter software. The HiPath ProCenter AutoPA service: 

● 

Monitors the following folder for any new patches: 

ShareData\AutoPA\Upload 

● 

● 

● 

● 

Applies the patch at the time indicated in the control file 

Deletes the patch and control files from the directories once the patch is successfully 

applied 

Restores the original version of the HiPath ProCenter software if the patch fails 

Maintains a log file that provides details on the applied patches 

> 

The HiPath ProCenter service, HiPath ProCenter AutoPA service, and all HiPath 

ProCenter server components must be running when the patch is applied. If the 

HiPath ProCenter server component is not running due to a configuration issue, you 

must apply the patch manually. For detailed instructions see, Section 6.2.5, 

“Applying a patch manually on a server machine”, on page 6-6. 

6.2.1 Creating a control file 

The control file contains the name of the patch file to apply, as well as the date and time at which 

to apply the patch. 

Using a text editor, such as Notepad, do one of the following: 

● 

● 

Create a control file on a different machine, and then transfer the file to the main HiPath 

ProCenter server machine (recommended) 

Create a control file on the HiPath ProCenter server machine. The patch file must be stored 

in the upload folder prior to storing the control file. 

When creating a control file: 

● 

● 

● 

● 

The file name must not contain any spaces or other illegal characters, and must have a 

“.ctl” suffix 

The control file and patch file must be located in the same folder 

The first non-comment/non-blank line must contain the name of the patch file (For example, 

F5157G03.pat) 

The second non-comment/non-blank line must contain the application date and time in the 

following format yyyy/mm/dd hh:mm (For example, 2003/09/30 1:00) 

A31003-S2265-S110-1-7620, May 2005 






● 

Zeros in the month are optional (For example, 2003/9/30 or 2003/09/30) and the time must 

be specified in a 24 hour format 

> 

The format of a sample control file is shown below: 

# Control File 

# 5.1.57G03 Full History Patch 

F5157G03.pat # Name of patch file 

2003/09/30 1:00 # Apply patch on September 30, 2003 at 1 am 

> 

If an immediate activation of the patch is required, you must specify the 'i' flag in the 

control file, rather than specifying a date and time. To ensure that AutoPA starts 

correctly, you must press the ENTER key after typing the last line in the control file. 

Anything you type after the pound (#) character is treated as a comment and 

ignored. 

6.2.2 Uploading a patch file 

To upload a patch, you must copy the new patch and its corresponding control file to the 

following folder: 

\ShareData\AutoPA\Upload 

The mechanism for placing the appropriate files in the folder varies from customer to customer. 

Use of the pcAnywhere transfer mechanism is supported. 

> 

If the HiPath ProCenter site consists of both the main and auxiliary servers, you only 

need to upload the patch to the main server. In this instance the log file will contain 

details about the other servers where the patch was applied. 

6.2.3 Transferring a patch file 

To transfer a patch file to the AutoPA upload folder, use either the pcAnywhere file transfer 

function, or another file transfer program. If you are on-site, you can copy the files directly to the 

following folder: 

\ShareData\AutoPA\Upload 

A31003-S2265-S110-1-7620, May 2005 






6.2.4 Verifying patch activation 

As part of the patching process, AutoPA maintains log files that provide details on the applied 

patches. These log files are stored in the following folder: 

\ShareData\AutoPA\Logs 

You can verify whether a patch activation was successful by viewing the following files: 

● 

● 

InstalledVer.log - This file indicates which patches were applied at the customer site. A 

patch is considered successful if this file contains the version number of the patch and the 

time that the patch was applied. 

Patches.log - This file contains a summary of all patch download actions, including if the 

patch schedule has been accepted or rejected. If a patch application process fails, this file 

displays the errors that occurred during the patch download process. 

> 

Log files are deleted after each upgrade or new installation of HiPath ProCenter. 

Although backup copies of the log files are created, you must manually copy the files 

to another location to retain them. 

Reasons for patch failure include: 

● 

● 

The patch application contains invalid information. In this instance, the control file name is 

appended with the “.failed” suffix. Modify the control file and reschedule the patch. 

The patch application date has expired. In this instance, the control file name is appended 

with the “.expired” suffix. Modify the control file and reschedule the patch. 

of the patch application on any server results in the patch being rolled back 

on all of the servers for the site. 

7 

Failure 

6.2.5 Applying a patch manually on a server machine 

If a patch fails, you can install the patch manually or reschedule the patch activation after 

correcting the problem. 

To install the patch manually on a server machine: 

1. Copy the patch to the folder in which you installed the HiPath ProCenter servers. 

2. Open the zipped patch file. 

3. Extract the *.patch file from the zipped file. 

4. Rename the patch to have an *.exe extension. 

5. Stop the HiPath ProCenter service from running. 

6. Stop HiPath ProCenter client applications, if running. 

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7. Run the *.exe file. 

8. Check the patch.err file, to ensure that the patch worked properly. A copy of this file only 

exists if there was a problem applying the patch. 

9. Start the HiPath ProCenter service. 

> 

To reschedule the patch activation, edit the control file using Notepad, and then 

ensure the file uses the “.ctl” suffix instead of the ".failed" or ".expired" suffix. 

6.2.6 Applying a patch manually on a client machine 

To apply a patch manually on a client machine: 

1. Install the patch on the HiPath ProCenter server machine as described in the preceding 

sections. 

2. From the client machine on which you want to install the patch, browse to the 

Netsetup\Patch folder on the server machine, and run the patchautopac.exe file. 

> 

You can also apply a patch manually by copying the file to the client machine and 

applying the patch locally. 

6.2.7 Undoing a patch on a server machine 

To undo a patch that you have applied on a HiPath ProCenter server machine: 

1. Stop the HiPath ProCenter and HiPath ProCenter AutoPA services from running. 

2. Remove the read-only attribute from the PatchAudit.txt file located in the NetSetup\Patch 

folder. 

3. In the folder where the server patch was installed, open the relevant "sbackup" folder, and 

then select the unpatch.bak file. 

4. Rename the undo patch file to have a .bat extension. 

5. Run the unpatch.bat file. 

6. Start the HiPath ProCenter and HiPath ProCenter AutoPA services. 

> 

If the patch included client fixes, you would also need to perform the steps 

described in Section 6.2.8, “Undoing a patch on a client machine”, on page 6-8. 

A31003-S2265-S110-1-7620, May 2005 






6.2.8 Undoing a patch on a client machine 

To undo a patch that you have applied on a HiPath ProCenter client machine: 

1. Close all HiPath ProCenter applications. 

2. Remove the read-only attribute from the PatchAudit.txt file located in the following folder: 

NetSetup/Patch 

3. In the folder where the client patch was installed, open the relevant "cbackup" folder, and 

then select the unpatch.bak file. 

4. Rename the undo patch file to have a .bat extension. 

5. Run the unpatch.bat file. 

6. Start the HiPath ProCenter service. 

6.2.9 Troubleshooting AutoPA 

This section provides guidelines to consider prior to applying a patch or when troubleshooting 

AutoPA in the event of a patch application failure or rollback. 

● 

● 

● 

● 

The AutoPA application is designed to patch all HiPath ProCenter server machines running 

the HiPath ProCenter AutoPA Service. Patch application failure on any one machine will 

result in rollback on all machines. 

The HiPath ProCenter AutoPA service unpacks the patch in the TEMP folder, associated 

with the domain user account under which the HiPath ProCenter AutoPA service is 

running, before applying the patch on that machine. If the domain user account, under 

which the HiPath ProCenter AutoPA service is running, does not have proper permissions 

to write to the TEMP folder or there is not enough disk space left on the drive where the 

TEMP folder is located, the patch application will fail on the machine resulting in patch 

rollback on all machines. 

Ensure that all HiPath ProCenter servers are running prior to the application of the patch. 

For example, the HiPath ProCenter E-mail Server could be down if the Corporate E-mail 

Server is down. This would lead to patch application failure and rollback. 

Ensure that the HiPath ProCenter AutoPA service is running on all HiPath ProCenter 

servers that require the patch. This includes the main server and all auxiliary servers. If the 

HiPath ProCenter AutoPA service is not running on a particular auxiliary server machine, 

that machine will not be patched even though the patch application succeeds on all other 

server machines. 

A31003-S2265-S110-1-7620, May 2005 






● 

● 

● 

● 

● 

Ensure that the AutoPA registry entries “InstallationInProgress” and “LastCtlFile” contain 

empty strings on all HiPath ProCenter server machines that are running the HiPath 

ProCenter AutoPA service and require the patch. For details, see Section 6.2.10, “Known 

Limitations”, on page 6-9. 

Ensure that the AutoPA service is installed and configured correctly on all HiPath 

ProCenter server machines. For details, see Section 4.2.3, “Configuring the Automatic 

Patch (AutoPA) Service”, on page 4-21. 

Ensure that the domain user account, under which the AutoPA Service is running, has 

been added to the local Administrators group on all HiPath ProCenter server machines that 

require the patch. Failure to do so will result in the AutoPA Service not having enough 

permissions to install the patch on that machine, which in turn leads to the rollback of the 

patch on all servers. 

Ensure that the domain user account, under which AutoPA Service is running, has the “Log 

On as a Service” permission on all HiPath ProCenter server machines. Failure to do so will 

result in patch application failure. For details, see Section 4.2.3, “Configuring the Automatic 

Patch (AutoPA) Service”, on page 4-21. 

Ensure that the AutoPA registry setting “NumberOfAuxServers” value is calculated as: 

Number of actual auxiliary servers + 1 on main server machine and that this value is set to 

2 on all auxiliary server machines. 

ensure that the required amount of disk space is maintained on the HiPath 

ProCenter server machine, it is strongly recommended that you periodically check 

the \ShareData\Diags folder and remove any unnecessary diagnostics files. 

7 

To 

6.2.10 Known Limitations 

The following issues are known limitations with AutoPA. 

6.2.10.1 Loss of power or network connections 

If the system loses power or network connections while AutoPA is applying a patch, the tpasrvc 

service is disabled, and the patch is not applied. If this occurs, the tpasrvc server cannot: 

● 

● 

Search for updated patch files 

Start, either manually or automatically 

These issues occur because of the left-over registry settings that the system cannot update. To 

fix the tpasrvc problem, you must manually update the registry settings on all computers 

running the ProCenter AutoPA service. 

A31003-S2265-S110-1-7620, May 2005 






To update the registry settings: 

1. Execute the REGEDIT program. 

2. Assign empty strings to the following locations: 

HKEY_LOCAL_MACHINE\Software\Siemens\HiPath 

ProCenter\Settings\AutoPA\InstallationInProgress 

HKEY_LOCAL_MACHINE\Software\Siemens\HiPath 

ProCenter\Settings\AutoPA\LastCtlFile 

6.2.10.2 Consolidated GUI does not display properly 

If the Consolidated GUI does not display properly after applying the AutoPA patch on a HiPath 

ProCenter server machine, log off of the computer and then log back on. 

A31003-S2265-S110-1-7620, May 2005 



HPPCSInstallIX.fm 

Index 

Index 

Z 

A 

Automatic Patch (AutoPA) 

applying a patch (client machine) 6-7 

applying a patch (server machine) 6-6 

configuring an auxiliary server 4-21 

creating a control file 6-4 

known limitations 6-9 

transferring a patch 6-5 

troubleshooting 6-8 

undoing a patch (client machine) 6-8 

undoing a patch (server machine) 6-7 

uploading a patch 6-5 

verifying patch activation 6-6 

auxiliary server machine 

configuring AutoPA 4-21 

installation worksheet 4-15 

installing server software 4-16 

system requirements 3-1 

upgrading from 5.1 SMR C 2-6 

upgrading from 6.0 SMR A 2-6 

upgrading from Agile 6.5 2-7 

C 

Client Desktop application 

installing 5-2 


client software 

installing on client machine 5-2 





D 

database backups 

full database archive 6-1 

incremental database archive 6-1 

scheduling 6-1 

to a local drive 6-3 

to a tape drive 6-2 

Dialogic hardware and software 

installing four-port analog board 3-5 

installing system software 3-4 

documentation 

feedback 1-3 

formatting conventions 1-3 

related information 1-2 

H 

Hicom 300 E switch 

installing Dialogic system software 3-4 

installing four-port analog board 3-5 

HiPath ProCenter software 

installing on auxiliary server 4-16 

installing on client machine 5-2 

installing on main server 4-2 

upgrading on auxiliary server 2-6 

upgrading on client machine 2-9 

upgrading on main server 2-1 

I 

installation checklist 3-1 

installation worksheet 

auxiliary server machine 4-15 

main server machine 4-1 

installing 

Client Desktop application 5-2 

Dialogic four-port analog board 3-5 

Dialogic system software 3-4 

IT Monitor application 5-2 

Manager application 5-2 

modem 3-3 

pcAnywhere software 3-3 

server software (auxiliary server) 4-16 

server software (main server) 4-2 

SSL certificate on main server 4-14 

Windows operating system 3-2 

IT Monitor application 



A31003-S2265-S110-1-7620, May 2005 

HiPath ProCenter Standard, Version 6.5, Installation and Maintenance Guide Z-1

HPPCSInstallIX.fm 

Index 


M 

main server machine 

assigning remote user access 4-15 

installation worksheet 4-1 

installing server software 4-2 





Manager application 



modem, installing 3-3 

from 5.1 SMR C (auxiliary server) 2-6 

from 5.1 SMR C (client machine) 2-9 

from 5.1 SMR C (main server) 2-1 

from 6.0 SMR A (auxiliary server) 2-6 

from 6.0 SMR A (client machine) 2-9 

from 6.0 SMR A (main server) 2-2 

from Agile 6.5 (auxiliary server) 2-7 

from Agile 6.5 (client machine) 2-10 

from Agile 6.5 (main server) 2-5 

W 

Windows operating system, installing 3-2 

P 

patches 

applying manually (client machine) 6-7 

applying manually (server machine) 6-6 

creating a control file 6-4 

known limitations 6-9 

transferring 6-5 

troubleshooting 6-8 

undoing (client machine) 6-8 

undoing (server machine) 6-7 

uploading 6-5 

verifying activation 6-6 

pcAnywhere software, installing 3-3 

S 

server software 

installation worksheet 4-1, 4-15 

installing on auxiliary server 4-16 

installing on main server 4-2 


upgrading on auxiliary server 2-6 

upgrading on main server 2-1 

ShareData folder, assigning access 4-15 

SSL certificate, installing 4-14 

system requirements 

client software 5-1 

server software 3-1 

U 

upgrading 

A31003-S2265-S110-1-7620, May 2005 

Z-2 HiPath ProCenter Standard, Version 6.5, Installation and Maintenance Guide

Siemens AG 2005 • Information and Communication 

© 

• Hofmannstraße 51 • D-81359 München, Germany 

Networks 

Reference No.: A31003-S2265-S110-1-7620 

Printed in the Federal Republic of Germany. 

Subject to availability. Right of modification reserved.

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