Contact Center Express 4.1 Upgrade Migration Guide

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3.x and 4.x to 4.1 Step-by-step Reference

Contact Center Express

4.1 Upgrade Migration

Guide

Contact Center Express

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Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

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PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by

multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware.

"Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

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Copyright

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil,

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Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya’s web site at:

http://support.avaya.com/ThirdPartyLicense/.

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If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: [email protected]. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support.

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Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support. For the most current versions of documentation, go to the Avaya support Web site: 0H0Hhttp://www.avaya.com/support.

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Introduction

How to read this document:

The intention of this document is to document the steps taken to migrate existing Contact Center Express 3.x or 4.x installations to 4.1. It is recommended to read and review the Before Starting chapter first to familiarize yourself with some of the changes, recommendations, requirements and concepts. The Sequence Overview chapter gives a high-level overview of the actual process involved, and the recommended order of doing so. It also contains links to the Sequence Details chapter which gives more detail into particular aspects of the upgrade process The Appendix details common

troubleshooting issues

CCE 3.x Notes:

The main document details upgrading an existing CCE 3.x Installation to 4.1

The tested environment that was used for the purpose of creating this document:

• CCE 304

• Microsoft SQL Express 2005 (Default instance)

• Windows Server 2003 (Server Components)

• Windows XP Professional (Client Applications)

Assumptions:

• Assumes that the existing Contact Center Express 3.x installation is installed and configured correctly and is working prior to upgrade.

• Assumes familiarity with SQL Server and SQL Server Management.

• ASMediastore and ActiveInteractionData databases are currently on the same SQL Server (Requirement)

CCE 4.x Notes:

Appendix II details upgrading an existing CCE 4.x Installation to 4.1

The tested environment that was used for the purpose of creating this document:

• CCE 4.0.1

• Microsoft SQL Express 2005 (Default instance)

• Windows Server 2003 (Server Components)

• Windows XP Professional (Client Applications)

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Before Starting

CCE Knowledgebase, Forums and Support:

The Contact Center Express Knowledge base is available to browse/search for advice and solutions to previously asked questions.

“Browse”, “Search” or “Ask a Question” tabs are available to assist in navigation The Knowledge base can be found at the following location

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http://support.avayacce.com

Additionally, if a suitable answer cannot be found, please feel free to ask a question which will be directed to the Contact Center Express Support team

Alternatively, Integration and Developer enquiries can also be made to the CCE Community at the CCE forums:

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http://forum.avayacce.com

Other Considerations:

Email File Storage

Emails themselves (and any attachments) are NOT stored in the ASMediastore Database (CCE 3.x) or ASMSControl/ASMSData{x} (CCE 4.x). They are stored as flat files and their location and header information are stored in the Database. By default, a CCE 3.x or 4.x installation will store the emails in folders under the following location: “C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Media Stores\Email Media Store”

During any upgrade or migration process, or as part of a regular CCE server backup, consideration should be made to the location of the actual emails being referenced by the database.

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Contact Center Express Component Configurations and Customizations

Configuration .ini files and custom plug-in’s, as well as any other customizations should be backed up before and after any modification to enable roll back and disaster recovery.

Ideally a reference document should be maintained so that in the event of situation requiring a roll-back, the appropriate versions of all CCE files (eg: *.exe, *.dll, etc.) can be returned, so that in conjunction with the ini files – a complete system rollback is correctly achieved.

CCE Implementation Training

CCE training courses are available through Avaya University. Contact Center Express Implementation courses are Instructor led classroom training which is designed to provide participants with the skills they need to successfully implement an Avaya Contact Center Express solution.

Specifically, participants will have the opportunity to practice an out of the box implementation, administer server components, and complete basic integration functions.

For a list of available courses in your region please refer to the Avaya University website at 124H123Hhttp://www.avayau.com and search for the course code AVA00883H00. Note1: You will need to create a new account if you do not already have one;

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Microsoft SQL Server Considerations:

Design Considerations

The following Knowledge base article discusses some of the server design considerations when deploying Contact Center Express

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http://support.avayacce.com/KnowledgebaseArticle12666.aspx

Note1: From Contact Center Express 4.0, only Microsoft SQL Server 2005 is supported

Note2: The ASContact Database is a REQUIRED database for installations using any Multimedia component of CCE. This includes the Voice Media Store in CCE 4.x Note3: There are some differences between the Microsoft SQL 2005 versions that are available from Microsoft; these are discussed in the following Microsoft article:

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http://www.microsoft.com/sql/prodinfo/features/compare-features.mspx.

SQL Transaction Log File sizes

By default SQL 2005 databases created by the Contact Center Express scripts are created with “Full Recovery” mode enabled.

This means that if no action is taken, no transaction log entries will be freed and the log file will continue to grow unmanaged.

Regular backup of the Contact Center Express databases are required to ensure the transaction log file does not grow too big.

If the database is in full recovery mode (and a full backup has been taken) the entries in the transaction log will ONLY will only be freed by a transaction log backup (ie: does not occur automatically during a full backup).

Alternatively the recovery process could be set to “Simple”, existing transaction log data would need to be committed and then the transaction log file could be shrink. If the database is in simple recovery mode, the transaction log will be freed during a full backup.

Consult the SQL documentation available from Microsoft regarding the differences a in “Full Recovery” and “Simple Recovery” and the considerations associated with each. The home webpage for Microsoft SQL is available from

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Pre-Requisite Software:

Microsoft .Net Framework

Microsoft .NET framework 2.0 is a required pre-requisite for Contact Center Express 4.0 and 4.0.1

Microsoft .NET framework 3.5 SP1 is also a required pre-requisite for Contact Center Express 4.1

The Microsoft .NET framework 3.5 installer includes .Net 2.0, .Net 3.0 and .Net 3.5 and is available from the CCE DVD and is located in the following folder:

DVD\Utilities\Microsoft .Net Redistributable Avaya AES Client

Avaya AES client is a required pre-requisite for Contact Center Express 4.x for use by the following applications and services:

• XML Server

• Interaction Data Server • Call Routing Server

• CCE Supervisor Application

The Avaya AES client is available from the CCE DVD and is located in the following folder:

DVD\Utilities\Avaya AES Client

Note1: Contact Center Express 4.x requires AES Client with a minimum client version of 4.2 or later. Refer to the 249H247HUpdate AES Client section of this document for details

Microsoft Internet Explorer 6 SP1

Microsoft Internet Explorer 6 SP1 or later is a required pre-requisite for Contact Center Express 4.x

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Sequence Overview

SERVER COMPONENTS

Initial Steps

• Confirm existing environment Status (Refer: 250H248HExisting Environment ) • Stop ALL CCE Services

(Refer: 251H249HStop All CCE Services ) • Backup All CCE Databases

(Refer: 252H250HBackup All CCE Databases) Database Migration

• Update ASMediastore to migration version

(Refer: 253H251H3.x STEP 1 - Updating ASMediastore Database to Migration version)

• Update ActiveInteractionData to migration version (Optional Step) (Refer: 254H252H3.x STEP 1A - Updating ActiveInteractionData to Migration version)

• Create ASMSControl database

(Refer: 255H253H3.x STEP 2 - Creating ASMSControl Database) • Perform ASMSControl data migration

(Refer: 256H254HSTEP 2 - Migrating data to ASMSControl) • Update ASContact database

(Refer: 255HUpdating the ASContact database) • Update ACS database

(Refer: 257H256H3.x STEP 4 and

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Core Services Update

• Update Application Management and CCE Control Panel (Refer:

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Update Application Management and CCE Control Panel) • Update License Director

(Refer: 259H258HUpdate License Director) Add CCE 4.0 Licenses • Update AES Client

(Refer: )

• Update XML Server

(Refer: 260H259HUpdate XML Server)

Test using XML Test Utility • Update Media Director

(Refer: 261H260HUpdate Media Director) • Update Configuration Server

(Refer: 262H261HUpdate Configuration Server and Configuration Manager Consoles)

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Media Stores Installation and Update • Update Email Media Store

(Refer: 263H262HUpdate Email Media Store) • Update Preview Contact Media Store

(Refer: 264H263HUpdate Preview Contact Media Store) • Update Simple Messaging Media Store

(Refer: 265H264HUpdate Simple Messaging Media Store) • Install Voice Media Store

(Refer: 266H265HRefer to the Tidy up CCE Control Panel Database Entries section for instructions on resolving this

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Install Voice Media Store)

• Remove old ASMediastore database node from CCE Control Panel (Refer: 267H266HTidy up CCE Control Panel Database Entries)

Simple Messaging Media Gateways Update

• Update WebChat Gateway and WebChat for IIS (Refer: 268H267HUpdate Web Chat Gateway)

(Refer: 269H268HUpdate Web Chat Application and Web Chat Web Service) • Update AOL-ICQ Instant Messaging Gateway

(Refer: 270H269HUpdate AOL-ICQ Gateway ) • Update MSN Messenger Gateway

(Refer: 271H270HUpdate MSN Gateway) • Install SMS Gateway

(Refer: 272H271HUpdate SMS Gateway) Interaction Data Server Update

• Update Interaction Data Server services (Refer: 273H272HUpdate Interaction Data Server)

• Review and configure Interaction Data Server – Voice and Presence (Refer: 274H273HInteraction Data Server – Voice and Presence)

• Review and configure Interaction Data Server – Multimedia (Refer: 275H274HInteraction Data Server – Multimedia)

• Review and configure Interaction Data Server – View (Refer: 276H275HInteraction Data Server – View)

Stand Alone Services

• Update Call Routing Server

(Refer: 277H276HUpdate Call Routing Server) • IVR Server

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CLIENT COMPONENTS CCE Agent Application

(Refer: 279H278HCCE Agent Application:) CCE Wallboard Application

(Refer: 280H279HCCE Wallboard Application:) CCE Desktop Application

(Refer: 281H280HUpdate Contact Center Express Desktop)

(Refer: 282H281HPost-update Contact Center Express Desktop Configuration changes)

CCE Reporting Application

(Refer: 283H282HUpdate Contact Center Express Reporting) (Refer: 284H283HPost-update Contact Center Express Reporting Configuration changes)

CCE Supervisor Application

(Refer: Error! Reference source not found.) (Refer: Error! Reference source not found.)

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Sequence Detail

Before Starting:

Existing Environment

Prior to beginning an update, it is strongly recommended to confirm the existing environment is working correctly, and to resolve any configuration errors BEFORE

upgrading to release 4.x

Confirming this step will make the rest of the upgrade process far more seamless and painless.

Stop All CCE Services

1. Using Windows Service Control panel, stop all the CCE Services.

Note1: Most (See Note2) CCE Services are all named with an AS prefixes,

e.g: ‘AS XML Server’, ‘AS Media Director’, ‘AS Email Media Store’, etc.

Note2: CCE Configuration server service is named ‘Active Configuration Server’

Backup All CCE Databases

Prior to beginning an upgrade of any CCE installation, it is strongly recommended to perform a full backup of the CCE databases that may be affected by the upgrade process.

Additionally, as part of a regular CCE server backup, consideration should also be made to backing up of the associated SQL databases

Once the database have been backed up, good practice would be to confirm that they can be re-created successfully on another SQL server to verify the

backup/restore process

CCE 3.x Databases are named: ASMediastore, ACS, ActiveInteractionData and ASContact

CCE 4.x Database are named: ACS, ASContact, ASMSControl, ASMSData{x} and (Optionally) ActiveInteractionData

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Database Migration:

Introducing CCE 4.0 ASMSControl and ASMSDataX Databases

CCE 4.0 introduced a new database structure for CCE, and replaces the previous ASMediastore (and optionally the ActiveInteractionData) databases with a new database structure.

The ActiveInteractionData and ASMediastore databases are combined into a new database subsystem fronted by the ASMSControl database. This in turn spawns and manages a series of ASMSData{x} databases (where x=1,2,3 … ,n).

This mechanism provides CCE with an on-the-fly archival system that writes data once only. Reporting and other data retrieval functions address ASMSControl which decides which group of ASMSData{x} databases to examine. Data retrieval then occurs across these databases.

All mediastores and other database addressing servers now write to ASMSControl, not to other databases. ASMediastore is no longer used.

ActiveInteractionData remains only if detailed call event information is wanted from the IDS Server.

CCE 4.1 includes a conversion utility that converts historical multimedia interaction and statistical tables from ASMediastore and ActiveInteractionData to ASMSControl and ASMSData{x} databases.

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Migrating CCE 4.x to CCE 4.1 Overview

Migrating data from a 4.0 and 4.0.1 installation to 4.1 can be simplified to a 1 Step process:

1. Update the CCE 4.x databases to the 4.1 release version

The following table illustrates the steps required to migrate data from a CCE 4.0 or CCE 4.0.1 to CCE 4.1

Note: This step is the SAME as Step 4 in the 3.x migration path

Migrating CCE 3.x to CCE 4.x Overview

Migrating data from an existing 3.x installation to 4.x can be simplified to a 3 Step process:

1. Prepare the existing CCE 3.x databases for data migration (ASMediastore, ASContact and ActiveInteractionData)

2. Create the new CCE 4.x databases and then migrate data from the 3.x databases to the 4.x databases

3. Run the EMSUpdate Utility to populate the ASMSControl database with Email Program information. (ONLY required If Using Email Media Store) 4. Update the CCE 4.x databases to the 4.1 release version

The following table illustrates the steps required to migrate data from a CCE 3.x or 4.x release to CCE 4.1

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ASMSControl Data Migration Overview

Upgrading from a previous 3.x release of CCE allows the migration of existing programs and schedules by converting existing ASMediastore database content to the CCE 4.x ASMSControl database.

Prior to migrating data from ASMediastore database, the ASMediastore database

MUST be at version 3.0.3.6 which was released as part of CCE 3.0.4

If the ASMediastore database is NOT at version 3.0.3.6; Then it will need to be upgraded BEFORE data migration to ASMSControl can occur.

Prior to migrating data, the ASContact database MUST be at version 4.0 which was released as part of CCE 3.0.4

If the ASContact database is NOT at version 4.0 or later; Then it will need to be upgraded BEFORE data migration to ASMSControl can occur.

Optionally historical multimedia work-item information from ActiveInteractionData can also be migrated to the ASMSControl database. (Note: Historic detailed call data from ActiveInteractionData is not converted.)

If the ActiveInteractionData database is NOT at version 4.0.1 or later; Then it will need to be upgraded BEFORE data migration to ASMSControl can occur.

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Determining Current Database versions

Note: All CCE Databases contain a dbo.tblASSystem table which denotes the current database version.

1. Open SQL Management Studio to confirm the current version of the ASMediastore database by reviewing the dbo.tblASSystem table

2. The same table exists in the ActiveInteractionData database

3. The same table also exists in ASContact 4. Close SQL Management Studio Express.

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3.x STEP 1 - Updating ASMediastore Database to Migration version

Note1: If the ASMediastore Database is at version 3.0.3.6, then this section can be skipped.

Note2: This example assumes that the CCE 4.1 DVD is located in D:\

Note3: This example assumes that 4.x scripts are being run off the CCE DVD Note4: Additional Reference available (Refer:285H284HTroubleshooting Database Scripts)

1. Browse to the “D:\Contact Center Express\Server\Media Stores\SQL Script” folder on the CCE 4.1 DVD

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3. Run the “Run AS Maintain Database.bat” batch file

4. When completed, review the Log file to confirm that the ASMediastore database is now at the correct version.

Note: If you are running the batch file from the DVD directly, then the log will be in the users Windows Temp directory.

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3.x STEP 1 - Updating ASContact Database to Migration version

Note1: If the ASContact Database is at version 4.0, then this section can be skipped.

Note3: This example assumes that 4.x scripts are being run off the CCE DVD Note4: Additional Reference available (Refer:286H285HTroubleshooting Database Scripts) NOTE: There is a GUI interface to updating this database also available. Refer to Appendix III

1. Browse to the “D:\Contact Center Express\Server\ASContact database\SQL Script” folder on the CCE 4.1 DVD

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3. When completed, review the Log file to confirm that the ASContact database is now at the correct version.

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3.x STEP 1A - Updating ActiveInteractionData to Migration version

Note1: If the ActiveInteractionData Database is at version 4.0.1, then this section can be skipped.

1. Browse to the “D:\Contact Center Express\Server\Interaction Data Server\SQL Script” folder on the CCE 4.0.1 DVD

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4. When completed, review the Log file to confirm that the ActiveInteractionData database is now at the correct version.

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3.x STEP 2 - Creating ASMSControl Database

Note2: This example assumes that 4.x scripts are being run off the CCE DVD Note3: Additional Reference available (Refer:288H287HTroubleshooting Database Scripts) 1. Browse to the “D:\Contact Center Express\Server\Media Stores\SQL

Script\Conversion Step 2 - 4.0 Conversion Scripts” folder on the CCE 4.1 DVD

2. Run the ‘AS maintain Database.bat’ file to create the ASMSControl and ASMSData1 databases

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3. When completed, review the Log file to confirm that the ASMSControl database is now at the correct version.

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STEP 2 - Migrating data to ASMSControl

Note1: This example assumes that the CCE 4.1 DVD is located in D:\ Note2: Assumes ASMediastore is now at version v3.0.3.6

Note3: Assumes ASContact is now at version v4.0

Note4: Assumes ActiveInteractionData historical data is to be migrated Note5: Assumes ActiveInteractionData is now at version v4.0.1

Note6: Additional Reference available (Refer:289H288HTroubleshooting Database Scripts) 1. Open SQL Management Studio and connect to the SQL Server

2. Select File | Open and browse to the folder where the “Convert History to ASMSControl 4.0.sql” file is located.

Note: The scripts can be found on the CCE 4.0.1 DVD in the “D:\Contact Center Express\Server\Media Stores\SQL Script\Conversion Step 2 - 4.0 Conversion Scripts” folder

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3. The Conversion script will now appear

4. Now select the ‘Execute’ button

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6. Confirm that the Query has been executed successfully and that data has been converted successfully.

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7. Now select File | Open again and browse to the folder where the “Convert Live Interactions to ASMSControl 4.0.sql” file is located.

Note: The scripts can be found on the CCE 4.0.1 DVD in the “D:\Contact Center Express\Server\Media Stores\SQL Script\Conversion Step 2 - 4.0 Conversion Scripts” folder

8. The Conversion script will now appear

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10. The query will begin executing

11. Confirm that the Query has been executed successfully and that data has been converted successfully.

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STEP 3 – EMSUpdate Utility

Note1: This example assumes that the CCE 4.0.1 DVD is located in D:\

1. Browse to the “D:\Contact Center Express\Server\Media Stores\SQL

Script\Conversion Step 2 - 4.0 Conversion Scripts” folder on the CCE 4.0.1 DVD

2. Copy the “EMSUpdate.exe” Utility to the Email Media Store Directory where the ASEmailMediaStore.INI file is located.

Note: By default, this location is “C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store”

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3. Now open a command prompt window and navigate to the Email Media Store directory

4. The EMSUpdate Utility has different parameters depending on what version of CCE 3.x you are starting from:

Update Email Media Store from 3.0 GA to 4.0

EMSUpdate -3 -databaseservername -databasename -databaseusername -databasepassword "/f fullfilepath"

Update Email Media Store from 3.x to 4.0

EMSUpdate -2 -databaseservername -databasename -databaseusername -databasepassword "/f fullfilepath"

Where:

-databaseservername The hostname of the SQL Server where ASMSControl is located. -databasename The name of the database. (ASMSControl)

-databaseusername The user name for accessing the database. (ASMSControl) -databasepassword The password for accessing the database. (CCEUser0)

fullfilepath Full path to the ASEMailMediaStore.INI (Note Use of double quotes “” ) Note: In this example, the SQL Server name is SF2K3VM304.

You would substitute this value with your own SQL Server name

If you are upgrading from CCE v3.0, then the script would look like: Example:

EMSUpdate -3 -SF2K3VM304 -ASMSControl -ASMSControl -CCEUser0 “/f C:\Program

Files\Avaya\Contact Center Express\Server\Media Stores\Email Media Store\asemailmediastore.ini”

If you are upgrading from CCE v3.0.1, or 3.0.2, 3.0.3 or 3.0.4, then the script would look like:

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5. Execute the appropriate command in the dos prompt.

6. The Utility will execute and output “Succeed to Insert record!” for each Email Program.

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3.x STEP 4 and

4.x STEP 1 – Updating ASMSControl Database to Final Version

Note2: This example assumes that 4.x scripts are being run off the CCE DVD Note3: Additional Reference available (Refer:290H289HTroubleshooting Database Scripts) NOTE: There is a GUI interface to updating this database also available. Refer to Appendix III

1. Browse to the “D:\Contact Center Express\Server\Media Stores\SQL Script\” folder on the CCE 4.1 DVD

2. Run the ‘AS maintain Database.bat’ file to update the ASMSControl and ASMSData1 databases

3. When completed, review the Log file to confirm that the ASMSControl database is now at the correct version.

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Updating ACS Database

From CCE 3.x

1. Browse to the “D:\Contact Center Express\Server\Configuration Server\SQL Script” folder on the CCE 4.1 DVD

IF Running a CCE version PRIOR to CCE 3.0.4 THEN Go to Step 2

ELSE Go to Step 5

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3. Run the ‘AS maintain Database.bat’ file

4. When completed, review the Log file to confirm that the ACS templates are now at the correct version.

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5. Browse back to the “D:\Contact Center Express\Server\Configuration Server\SQL Script” folder on the CCE 4.1 DVD, then open the “CCE 3.0.4 Updates To 4.0.1” Folder.

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From CCE 4.x

1. Browse to the “D:\Contact Center Express\Server\Configuration Server\SQL Script” folder on the CCE 4.1 DVD

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Core Services Update:

Application Management has a new component in CCE 4.1 for Communication Manager management which requires Microsoft .NET 3.5.

Updating Microsoft .NET to 3.5 is a required step before beginning the process of updating Application Management. If this step is not taken, then you will be

prompted during the Application Management installer to do so

Install Microsoft .NET 3.5

1. From the CCE 4.x Main Installer – Select UTILITIES, then the Microsoft .NET redistributable to begin the install/upgrade process

2. Review the Microsoft instructions for installing/updating this component

3. When installation is completed, Select ‘Exit’

Note: You may be prompted to restart the Server at this time to complete the installation

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Update Application Management and CCE Control Panel

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Application Management Service button to begin the install/upgrade process 2. At the welcome screen, Select ‘Next’

3. Read and accept the license agreement by selecting ‘Yes’ 4. On the start copying files screen, Select ‘Next’

5. You will be prompted that the Service will be stopped, Select ‘Ok’ 6. Select Finish at the end of the Installer

7. If the “AS Application Management Director” service has not started automatically, start it.

Note1: This installation sequence should be repeated for ALL Installations where

the CCE Control Panel has also been installed

Note2: After the CCE Control Panel has been updated, when started it should display a new node ‘Communication Manager’ – This is a quick method of confirming that a 3.x or 4.x Control Panel has been updated.

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Update License Director

1. From the CCE 4.x Main Installer – Select SERVER, then the License Director button to begin the install/upgrade process

2. At the welcome screen, Select ‘Next’

7. If the “AS License Director” service has not started automatically, start it.

Note1: After the License Director has been updated, any existing CCE 3.0 licenses will still be available.

Note2: Before the rest of the CCE installation can be updated, it is necessary to add new CCE 4.0 licenses to the configuration.

(CCE Voice 4.0, CCE Multimedia 4.0, CCE IVR 4.0 and CCE MS-CRM 4.0) Note3: To activate new CCE 4.0 licenses, open the updated CCE Control Panel, expand the License Director node and right click the "License Keys" node; then select the "Add License Key" command from the menu.

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Update AES Client

Note1: CCE release 4.x REQUIRES AES Client release 4.2 Version 1.338 or later.

1. From the CCE 4.x Main Installer – Select UTILITIES, then the Avaya AES Client button to begin the install/upgrade process

2. At the welcome screen, Select ‘Next’ 3. At the destination screen, Select ‘Next’

4. At the TCP/IP Name Server configuration screen, confirm that the existing AES servers are listed, then select ‘Next’

5. Setup will then prompt if you want to remove the previous AES client DLL’s found on the CCE server, Select ‘Yes’ to each prompt

6. Select Finish at the end of the Installer

Note2: Refer to Avaya AES documentation for further details/instructions on installing/updating the Avaya AES client

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Update XML Server

Note1: Attempting to install or upgrade the XML Server without installing/upgrading AES Client will result in the following error message during the installation process.)

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the XML Server button to begin the install/upgrade process

7. If the “AS XML Server” service has not started automatically, start it. Note2: The XML server will default to Named Licensing mode for all after an

upgrade for all TLinks; If named Licensing is not enabled on the AES then the TLink configuration will need to have the Named Licensing Challenge disabled. This is done by right-clicking on the TLink and selecting Edit, then unticking ‘Perform named licensing challenge’

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Note3: Once the XML server has been updated, review using CCE Control Panel to confirm that the Telephony links are operating correctly – I.e.: Link State is UP and that an AES Stream Handle has been allocated

Note4: The XML Server Test application can be used to test telephony operation. It is located by default in the ‘C:\Program Files\Avaya\Contact Center

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Update Media Director

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Director button to begin the install/upgrade process

7. If the “AS Media Director” service has not started automatically, start it.

Note1: To confirm the operation of the Media Director after the upgrade; Using CCE Control Panel, right click on the Media Director and select Edit – Then confirm that the Media Director is showing Connected to the XML Server, and Connected to the License Director

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Update Configuration Server and Configuration Manager Consoles

1. From the CCE 4.x Main Installer – Select SERVER, then the Configuration Server button to begin the install/upgrade process

7. If the “Active Configuration Server” service has not started automatically, start it.

Note1: This installation sequence should be repeated for ALL installations where

the Configuration Manager MSC console has been deployed

Note2: You may also be prompted to install the Microsoft SQL 2005 backward compatibility wizard. For further details regarding this component consult the Microsoft documentation.

Note3: If not already done, the databases scripts to update the Configuration Server Templates should also be applied

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Media Stores installation and Update:

Update Email Media Store

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Stores button, then the Email Media Stores button to begin the

install/upgrade process

7. If the “AS Email Media Store” service has not started automatically, start it. Note1: The upgrade will replace any existing Auto-Response files with new default ones; Previous files should be backed-up prior to installation

Note2: After the upgrade, the database details configured in the Email Media Store may be incorrect, as they may still reference the ASMediastore database; As a result the queue names will also not be displayed in the CCE control Panel

To rectify this:

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• Using the CCE Control Panel, Right click on the Email Media store node and select ‘Edit’

• Change the Media Store Database to use ASMSControl. The following values should be changed:

o Database Name: = ASMSControl

o User name: = ASMSControl

o Password = CCEUser0

Server name may also change if the ASMSControl database is located on a different SQL server to the old ASMediastore database.

• Use the Test Connection button to verify the connection

• Save and Close the changes

• Commit the changes by right-clicking on the Email Media Store node and selecting ‘Commit Change’

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• Once stopped completely; Start the Email Media Store service

• Once the Email Media Store has restarted, the Queue names will be displayed again

• Now select each Queue and right-click and select ‘Start Queue’ to restart the queue

Note3: This assumes that the ASMSControl database has been created, and existing ASMediastore database data has been successfully migrated to it; Refer to the 292H291HDatabase Migration: section for instructions on this process

Note4: After the upgrade of the Media store, the CCE Control Panel will contain two database nodes, one for the old ASMediastore Database and one for the new ASMSControl Database. Refer to the Tidy up CCE Control Panel Database Entries section for instructions on resolving this

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Update Preview Contact Media Store

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Stores button, then the Preview Contact Media Stores button to begin the install/upgrade process

7. If the “AS Preview Contact Media Store” service has not started automatically, start it.

Note2: After the upgrade, the database details configured in the Preview Contact Media Store may be incorrect, as they will still reference the ASMediastore

database; To rectify this:

• Using the CCE Control Panel, Right click on the Preview Contact Media store node and select ‘Edit’

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• Now Stop the Preview Contact Media Store service

• Once stopped completely; Start the Preview Contact Media Store service Note3: This assumes that the ASMSControl database has been created, and existing ASMediastore database data has been successfully migrated to it; Refer to the 293H292HDatabase Migration: section for instructions on this process

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Update Simple Messaging Media Store

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Stores button, then the Simple Messaging Media Stores button to begin the install/upgrade process

7. If the “AS simple Messaging Media Store” service has not started automatically, start it.

Note2: After the upgrade, the database details configured in the Simple Messaging Media Store may be incorrect, as they will still reference the ASMediastore

database; To rectify this:

• Using the CCE Control Panel, Right click on the Simple Messaging Media store node and select ‘Edit’

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• Now Stop the Preview Contact Media Store service

• Once stopped completely; Start the Preview Contact Media Store service Note3: This assumes that the ASMSControl database has been created, and existing ASMediastore database data has been successfully migrated to it; Refer to the 294H293HDatabase Migration: section for instructions on this process

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Install Voice Media Store

Note1: As there is no Voice Media Store in Contact Center Express 3.x, there is no upgrade scenario for this product.

- Refer to the Contact Center Express Installation Guide for installation instructions for a new installation of the Voice Media Store

- Refer to the Contact Center Express Voice Media Store Users Guide for further details about the Voice Media Store

- Refer to the Contact Center Express Control Panel Users Guide for further details about the administration of the Voice Media Store

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Tidy up CCE Control Panel Database Entries

Note1: After the upgrade of the Media stores, the CCE Control Panel will contain two database nodes, one for the old ASMediastore Database and one for the new ASMSControl Database.

Using CCE Control panel, the ASMediastore database node can be removed by right-clicking on the node and selecting ‘Delete Node’. The Summary pane can be sued to confirm which database is being removed from the CCE control panel display

Note2: Deleting the database node from the CCE Control panel DOES NOT delete

the SQL database, nor does it delete any data from the database – It just removes the database from the CCE Control Panel Display

Note3: This process should be done AFTER ALL the Mediastores have been

upgraded and re-configured to use the ASMSControl database

– Otherwise the Application Management Director will auto-discover the old ASMediastore database again and re-display the node

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Simple Messaging Media Gateways Update:

Update Web Chat Gateway

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Gateway button, then the Web Chat Gateway button to begin the install/upgrade process

7. If the “AS Web Chat Gateway” service has not started automatically, start it. Note1: Use the CCE Control Panel to confirm the gateway is re-connected to the Simple Messaging Media Store successfully

Note2: Use the CCE Control Panel to confirm the gateway is re-connected to the Web Chat Web Service successfully.

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Update Web Chat Application and Web Chat Web Service

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Gateway button, then the Web Chat Gateway button to begin the install/upgrade process

5. Select ‘Yes’ at the prompt to allow Web Service Extensions 6. Finish at the end of the Installer

Note1: Review the Web Chat for IIS installation directory for confirmation that the update has been applied successfully and review the web.config file that existing queue information has been retained.

Update AOL-ICQ Gateway

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Gateway button, then the AOL-ICQ Instant Messenger Gateway button to begin the install/upgrade process

7. If the “AS AOL-ICQ Instant Messenger Gateway” service has not started automatically, start it.

Note1: Use the CCE Control Panel to confirm the gateway is re-connected to the Simple Messaging Media Store successfully

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Update MSN Gateway

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Gateway button, then the MSN Gateway button to begin the

install/upgrade process

7. If the “AS MSN Messenger Gateway” service has not started automatically, start it.

Note1: Use the CCE Control Panel to confirm the gateway is re-connected to the Simple Messaging Media Store successfully

Note2: Use the CCE Control Panel to confirm the gateway is re-connected to the remote Service successfully.

Update SMS Gateway

1. From the CCE 4.x Main Installer – Select SERVER, then the >> button, then the Media Gateway button, then the Short Message Service Gateway button to begin the install/upgrade process

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Interaction Data Server Update:

Update Interaction Data Server

1. From the CCE 4.x Main Installer – Select SERVER, then the Interaction Data Server button to begin the install/upgrade process

7. If the “AS Interaction Data Server - Voice and Presence” service has not started automatically, start it.

8. If the “AS Interaction Data Server - Multimedia” service has not started automatically, start it.

9. If the “AS Interaction Data Server - View” service has not started automatically, start it.

Note1: If changing of an INI file is required; the service MUST BE STOPPED

BEFORE editing of the INI file, then edit the INI file, then save the INI file, then restart the service - Otherwise no changes will be made

Interaction Data Server – Voice and Presence

Note1: This assumes that the ASMSControl database has been created; Refer to the 296H295H3.x STEP 2 - Creating ASMSControl Database section for instructions on this process.

Note2: The IDS-Voice and Presence now writes data to the ASMSControl database and disable writing to the ActiveInteractionData database

After the upgrade, IDS-Voice and Presence will assume that the ASMSControl database is located on the same SQL Server as the ActiveInteractionData database was. The ASMSControl database details can be confirmed in the AIDServer.ini file:

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If the ActiveInteractionData database is to be retained for detail call recording, then the IDS-Voice and Presence configuration will need to specify what is required to be logged

Note4: After the upgrade, IDS-Voice and Presence will default to named licensing mode. If named Licensing is not configured on AES then IDS-Voice and Presence should be stopped and have the Named Licensing Challenge disabled. (Perform Named Licensing Challenge = 0).

Review the IDS-Voice and Presence Log file on startup to determine if this feature is enabled or disabled, and if enabled if it has succeeded or failed.

The error logging level of IDS-Voice and Presence will need to be set at Error Logging Level = 1 (or Error Logging Level = 129) to review all the necessary information logged about this step.

e.g. :

Perform Named Licensing Challenge = 1 (Succeeded)

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Interaction Data Server – Multimedia

Note1: Mediastores now write work-item data directly to the ASMSControl database themselves, so there is no longer a database component to the IDS-Multimedia service.

Note2: Review the IDS-Multimedia log file to confirm/verify that the Mediastores have connected to it for the passing of real-time event information

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Interaction Data Server – View

Note1: This assumes that the ASMSControl database has been created; Refer to the 297H296H3.x STEP 2 - Creating ASMSControl Database section for instructions on this process.

Note2: The IDS-View now uses the ASMSControl database. After the upgrade, IDS-View will assume that the ASMSControl database is located on the same SQL Server as the old ActiveInteractionData database was. The ASMSControl database details can be confirmed in the AIDView.ini file:

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Stand Alone Services Update:

Update Call Routing Server

1. From the CCE 4.x Main Installer – Select SERVER, then the Call Routing Server button to begin the install/upgrade process

7. If the “AS Call Routing Server” service has not started automatically, start it. Note1: After the upgrade, Call Routing Server will default to named licensing mode. If named Licensing is not configured on AES then IDS-Voice and Presence should be stopped and have the Named Licensing Challenge disabled. (Perform Named Licensing Challenge = 0).

Review the Call Routing Server Log file on startup to determine if this feature is enabled or disabled, and if enabled if it has succeeded or failed.

Refer to 298H297HInteraction Data Server – Voice and Presence – Note4 for examples of log file entries for this feature.

IVR Server

Note1: Contact Center Express IVR Server is not included in the 4.x release of CCE, so there is no upgrade scenario for this product.

Note2: Contact Center Express 4.x introduces a new product ‘Virtual Agent’ which implements worker processes, one of which is a WebService worker process which can be implemented with Voice Portal.

- Refer to the Contact Center Express Installation Guide for installation instructions for a new installation of Virtual Agent

- Refer to the Contact Center Express Virtual Agent Users Guide for further details about Virtual Agent

- Refer to the Contact Center Express Control Panel Users Guide for further details about the administration of Virtual Agents

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CCE Agent Application:

Note1: The Contact Center Express Agent application is not included in the 4.x release of CCE, so there is no upgrade scenario for this product.

Note2: The functionality of Agent has been replaced by the CCE Desktop and CCE Reporting Applications

CCE Wallboard Application:

Note1: The Contact Center Express Wallboard application is not included in the 4.x release of CCE, so there is no upgrade scenario for this product.

Note2: The functionality of the stand-alone wallboard been replaced by the Wallboard Plug-in to CCE Desktop and CCE Reporting

CCE Supervisor Application:

Note1: The Contact Center Express Supervisor application is not included in the 4.x release of CCE, so there is no upgrade scenario for this product.

Note2: The functionality of the Supervisor application been replaced by the Supervisor Plug-in to CCE Desktop and CCE Reporting

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CCE Desktop Application:

Update Contact Center Express Desktop

1. From the CCE 4.x Main Installer – Select DESKTOP, then the Contact Center Express Desktop button to begin the install/upgrade process

2. Select the language for the installation, then select ‘Ok’ 3. At the welcome screen, Select ‘Next’

6. Select ‘Finish’ when installation is complete

Post-update Contact Center Express Desktop Configuration changes

Note1: The installation of Contact Center Express Desktop 4.x over an existing 3.x installation will upgrade the components, but will not upgrade any existing

configuration. Because of this post update configuration changes will be necessary to implement all the functionality that CCE Desktop 4.x can offer. This section of the guide details what references are required for the plug-in to start.

Note2: Desktop will need to be Started and then Stopped to write back all the configuration item options for each plug-in to the INI file or to the Configuration server Template. Not all configuration items will be available for editing in the INI or Configuration Server until after this has been done

Note3: Because of the plug-in based nature of the Desktop application, not all components are required for operation.

Note4: For operation of the Configuration Server Console, refer to the

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Item 1: Directory Plug-in no longer works

Applicable: Upgrade from R3.0 and R3.0.1

Description: The Directory plug-in no longer works with the ActiveContact database, this issue is caused because the upgraded configuration is still referencing the ActiveContact database and not the ASContact database Solution: Change the configuration (Either Configuration Server or INI or by Selecting Tools | Options then the Directory Tab) to reflect the location of the ASContact Database, and also the new user credentials required by ASContact Configuration Parameter(s):

[Directory]

Assembly File Name = ASDirectoryPlugin.dll Database Name = ASContact

Database User Name = ASContact Database User Password = CCEUser0

Database Server Name = SQLSERVERNAME

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Item 2: Contact Management not possible through CCE Desktop and Contact matches not displayed with CCE Work-items

Applicable: Upgrade from R3.0 and R3.0.1

Description: The Contact Management Plug-in has not been enabled in the configuration.

Solution: Change the configuration (Either Configuration Server or INI) to include the Contact management section in the Plug In Assembly List, and for the Contact Management section to reference the Contact Management plug-in Configuration Parameter(s):

[Plug In Assembly List]

Contact Management Section = Contact Management [Contact Management]

Assembly File Name = ASContactManagementPlugin.dll Item 3: iClarity functionality not available;

Applicable: Upgrade from all 3.x Installations

Description: The iClarity functionality is not working. Configuration of the plug-in plug-in the configuration does not allow iClarity functionality

Solution: An upgrade from CCE Desktop 3.x to CCE Desktop 4.0 will not include the iClarity modules UNLESS iClarity was installed in the 3.x

Installation. Completely un-install CCE Desktop, the install a “fresh” installation of CCE Desktop v34.0 with iClarity included.

Once installed with the iClarity module, then configuration is required in the CCE Desktop configuration. Further iClarity configuration is achieved individually on each machine through Tools | Options | iClarity Tab Configuration Parameter(s):

[Plug In Assembly List] IClarity Section = IClarity

Contact Center Express 4.1 Upgrade Migration Guide

3.x and 4.x to 4.1 Step-by-step Reference

Contact Center Express

4.1 Upgrade Migration

Guide

Contact Center Express

Introduction

How to read this document:

CCE 3.x Notes:

CCE 4.x Notes:

Contents

Before Starting

CCE Knowledgebase, Forums and Support:

Other Considerations:

Microsoft SQL Server Considerations:

Pre-Requisite Software:

Sequence Overview

Sequence Detail

Before Starting:

Database Migration:

3.x STEP 1 - Updating ASMediastore Database to Migration version

3.x STEP 1 - Updating ASContact Database to Migration version

3.x STEP 1A - Updating ActiveInteractionData to Migration version

3.x STEP 2 - Creating ASMSControl Database

STEP 2 - Migrating data to ASMSControl

STEP 3 – EMSUpdate Utility

3.x STEP 4 and

4.x STEP 1 – Updating ASMSControl Database to Final Version

Core Services Update:

Media Stores installation and Update:

Simple Messaging Media Gateways Update:

Interaction Data Server Update:

Stand Alone Services Update:

CCE Agent Application:

CCE Wallboard Application:

CCE Supervisor Application:

CCE Desktop Application: