Contact Center Express 4.1 Upgrade Migration Guide

Transcription

1 3.x and 4.x to 4.1 Step-by-step Reference Contact Center Express 4.1 Upgrade Migration Guide Contact Center Express January 2010

2 2009 Avaya Inc. All Rights Reserved. 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. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE 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. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. 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, offense under the applicable law. Page 2

3 Third-party components 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: Avaya fraud intervention 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 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. For additional support telephone numbers, see the Avaya Web site: Trademarks Avaya is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Avaya support 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 in the United States. For additional support telephone numbers, see the Avaya Web site: For the most current versions of documentation, go to the Avaya support Web site: 0H0Hhttp:// Page 3

4 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 Microsoft SQL Express 2005 (Default instance) Windows Server 2003 (Server Components) Windows XP Professional (Client Applications) Assumptions: Assumes that the existing Contact Center Express installation is installed and configured correctly and is working prior to upgrade. Assumes familiarity with SQL Server and SQL Server Management. Page 4

5 Contents 1HIntroduction H4 2How to read this document: H4 3HContents H5 4HBefore Starting H8 5HCCE Knowledgebase, Forums and Support: H8 6HOther Considerations: H8 7H File Storage H8 8HContact Center Express Component Configurations and Customizations H9 9HCCE Implementation Training H9 10HMicrosoft SQL Server Considerations: H10 11HDesign Considerations H10 12HSQL Transaction Log File sizes H10 13HPre-Requisite Software: H11 14HMicrosoft.Net Framework H11 15HAvaya AES Client H11 16HMicrosoft Internet Explorer 6 SP H11 17HSequence Overview H12 18HSequence Detail H18 19HBefore Starting: H18 20HExisting Environment H18 21HStop All CCE Services H18 22HBackup All CCE Databases H18 23HDatabase Migration: H19 24HIntroducing CCE 4.0 ASMSControl and ASMSDataX Databases H19 25HMigrating CCE 4.x to CCE 4.1 Overview H20 26HMigrating CCE 3.x to CCE 4.x Overview H20 27HASMSControl Data Migration Overview H21 28HDetermining Current Database versions H22 29H3.x STEP 1 - Updating ASMediastore Database to Migration version H23 30H3.x STEP 1 - Updating ASContact Database to Migration version H25 31H3.x STEP 1A - Updating ActiveInteractionData to Migration version H27 32H3.x STEP 2 - Creating ASMSControl Database H29 33HSTEP 2 - Migrating data to ASMSControl H31 34HSTEP 3 EMSUpdate Utility H36 35H3.x STEP 4 and H39 36H4.x STEP 1 Updating ASMSControl Database to Final Version H39 37HUpdating ACS Database H40 38HCore Services Update: H44 39HInstall Microsoft.NET H44 40HUpdate Application Management and CCE Control Panel H45 41HUpdate License Director H46 42HUpdate AES Client H47 43HUpdate XML Server H48 44HUpdate Media Director H50 Page 5

6 45HUpdate Configuration Server and Configuration Manager Consoles H51 46HMedia Stores installation and Update: H52 47HUpdate Media Store H52 48HUpdate Preview Contact Media Store H55 49HUpdate Simple Messaging Media Store H57 50HInstall Voice Media Store H59 51HTidy up CCE Control Panel Database Entries H60 52HSimple Messaging Media Gateways Update: H61 53HUpdate Web Chat Gateway H61 54HUpdate Web Chat Application and Web Chat Web Service H62 55HUpdate AOL-ICQ Gateway H62 56HUpdate MSN Gateway H63 57HUpdate SMS Gateway H63 58HInteraction Data Server Update: H64 59HUpdate Interaction Data Server H64 60HInteraction Data Server Voice and Presence H64 61HInteraction Data Server Multimedia H66 62HInteraction Data Server View H67 63HStand Alone Services Update: H68 64HUpdate Call Routing Server H68 65HIVR Server H68 66HCCE Agent Application: H69 67HCCE Wallboard Application: H69 68HCCE Supervisor Application: H69 69HCCE Desktop Application: H70 70HUpdate Contact Center Express Desktop H70 71HPost-update Contact Center Express Desktop Configuration changes H70 72HCCE Reporting Application: H84 73HUpdate Contact Center Express Reporting H84 74HPost-update Contact Center Express Reporting Configuration changes H84 75HAppendix I H86 76HTroubleshooting Database Scripts H86 77HBatch file immediately closes and does not run H86 78HUsing SQL Servers with Named Instances H87 79HSQL Server version too low H88 80HSQL Server version mismatch meant the following scripts were not run H88 81HAn Error has occurred while establishing a connection to the server H89 82HFailed to create database. Job completed 0 ACTION Steps H90 83HBulk load: An Unexpected end of file was encountered in the data file H91 84HAppendix II H92 85HOverview H92 86HBefore you begin H92 87HInstall Microsoft.NET 3.5 SP H93 88HUpdating the ASMSControl database H94 89HUpdating the ASContact database H94 90HUpdating the ActiveInteractionData database H94 Page 6

7 91HUpdating the ACS database H94 92HUpdating the Application Management Director and CCE Control Panel(s) H96 93HUpdating the License Director H96 94HUpdating the XML Server H97 95HUpdating the Media Director H97 96HUpdating the Configuration Server H97 97HUpdating the Media Store H98 98HUpdating the Preview Contact Media Store H98 99HUpdating the Voice Media Store H99 100HUpdating the Simple Messaging Media Store H99 101HUpdating the Web Chat Gateway H99 102HUpdating Web Chat for IIS H HUpdating the MSN Messenger Gateway H HUpdating the AOL-ICQ Gateway H HUpdating the SMS Gateway H HUpdating Virtual Agent H HUpdating Call Routing Server H HUpdating the Interaction Data Server Suite H HUpdating CCE Supervisor H HUpdating CCE Desktop H HUpdating CCE Reporting H HKnown CCE Desktop/Reporting Issues H HSupervisor Plug-in: H HMicrosoft CRM Plug-in: H HUpdating Deployed SSRS CCE Reports H HAppendix III H HOverview H HBefore you begin H HUpdating ASContact H HUpdating ASMSControl and ASMSData{x} H110 Page 7

8 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 122H121Hhttp://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: 123H122Hhttp://forum.avayacce.com Other Considerations: File Storage s 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 s in folders under the following location: C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\Media Stores\ 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 s being referenced by the database. Page 8

9 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:// and search for the course code AVA00883H00. Note1: You will need to create a new account if you do not already have one; however this process is free. Page 9

10 Microsoft SQL Server Considerations: Design Considerations The following Knowledge base article discusses some of the server design considerations when deploying Contact Center Express 125H124Hhttp://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: 126H125Hhttp:// 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 Note1: Changing recovery modes should ONLY be actioned by someone who has a full understanding of the process and consequences. Page 10

11 Pre-Requisite Software: Microsoft.Net Framework Microsoft.NET framework 2.0 is a required pre-requisite for Contact Center Express 4.0 and 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 Internet Explorer can be downloaded from the Microsoft website 127H126Hhttp:// Page 11

12 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 4.x STEP 1 Updating ASMSControl Database to Final Version) Page 12

13 Core Services Update Update Application Management and CCE Control Panel (Refer: Page 13

14 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) Page 14

15 Media Stores Installation and Update Update Media Store (Refer: 263H262HUpdate 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 Page 15

16 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 SMS Gateway) (Refer: 272H271HUpdate Interaction Data Server Update Update Interaction Data Server services (Refer: 273H272HUpdate Interaction Data Server) Review and configure Interaction Data Server Voice and Presence (Refer: 274H273H Interaction Data Server Voice and Presence) Review and configure Interaction Data Server Multimedia (Refer: 275H274H Interaction Data Server Multimedia) Review and configure Interaction Data Server View (Refer: 276H275H Interaction Data Server View) Stand Alone Services Update Call Routing Server (Refer: 277H276HUpdate Call Routing Server) IVR Server (Refer: 278H277H IVR Server) Page 16

17 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.) Page 17

18 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 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 Note1: Consult Microsoft SQL Documentation for the correct backup and restore sequences for Microsoft SQL server databases. Page 18

19 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. Historic detailed call data from ActiveInteractionData is not converted. Page 19

20 Migrating CCE 4.x to CCE 4.1 Overview Migrating data from a 4.0 and 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 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 Program information. (ONLY required If Using 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 Page 20

21 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 which was released as part of CCE If the ASMediastore database is NOT at version ; 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 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 or later; Then it will need to be upgraded BEFORE data migration to ASMSControl can occur. Page 21

22 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. Page 22

23 3.x STEP 1 - Updating ASMediastore Database to Migration version Note1: If the ASMediastore Database is at version , 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 2. Open the Conversion Step 1 - Pre4.0 Upgrade SQL Scripts Folder. Page 23

24 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. Page 24

25 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. 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: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 2. Run the Run AS Maintain Database.bat batch file Page 25

26 3. When completed, review the Log file to confirm that the ASContact 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. Note: Screenshot example is from pre-release; Final version will be 4.1 or later. Page 26

27 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. 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:287H286HTroubleshooting Database Scripts) 1. Browse to the D:\Contact Center Express\Server\Interaction Data Server\SQL Script folder on the CCE DVD 2. Run the AS maintain Database.bat file Page 27

28 4. When completed, review the Log file to confirm that the ActiveInteractionData 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. Page 28

29 3.x STEP 2 - Creating ASMSControl Database Note1: This example assumes that the CCE 4.1 DVD is located in D:\ 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 Conversion Scripts folder on the CCE 4.1 DVD 2. Run the AS maintain Database.bat file to create the ASMSControl and ASMSData1 databases Page 29

30 3. When completed, review the Log file to confirm that the ASMSControl 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. Page 30

31 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 v 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 DVD in the D:\Contact Center Express\Server\Media Stores\SQL Script\Conversion Step Conversion Scripts folder Page 31

32 3. The Conversion script will now appear 4. Now select the Execute button 5. The query will begin executing Page 32

33 6. Confirm that the Query has been executed successfully and that data has been converted successfully. Page 33

34 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 DVD in the D:\Contact Center Express\Server\Media Stores\SQL Script\Conversion Step Conversion Scripts folder 8. The Conversion script will now appear 9. Now select the Execute button Page 34

35 10. The query will begin executing 11. Confirm that the Query has been executed successfully and that data has been converted successfully. Page 35

36 STEP 3 EMSUpdate Utility Note1: This example assumes that the CCE DVD is located in D:\ 1. Browse to the D:\Contact Center Express\Server\Media Stores\SQL Script\Conversion Step Conversion Scripts folder on the CCE DVD 2. Copy the EMSUpdate.exe Utility to the Media Store Directory where the AS MediaStore.INI file is located. Note: By default, this location is C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Media Store Page 36

37 3. Now open a command prompt window and navigate to the Media Store directory 4. The EMSUpdate Utility has different parameters depending on what version of CCE 3.x you are starting from: Update Media Store from 3.0 GA to 4.0 EMSUpdate -3 -databaseservername -databasename -databaseusername -databasepassword "/f fullfilepath" Update 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 AS MediaStore.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\ Media Store\as mediastore.ini If you are upgrading from CCE v3.0.1, or 3.0.2, or 3.0.4, then the script would look like: Example: EMSUpdate -2 -SF2K3VM304 -ASMSControl -ASMSControl -CCEUser0 /f C:\Program Files\Avaya\Contact Center Express\Server\Media Stores\ Media Store\as mediastore.ini Page 37

38 5. Execute the appropriate command in the dos prompt. 6. The Utility will execute and output Succeed to Insert record! for each Program. 7. Close the command prompt window when finished. Page 38

39 3.x STEP 4 and 4.x STEP 1 Updating ASMSControl Database to Final Version Note1: This example assumes that the CCE 4.1 DVD is located in D:\ 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. Note: If you are running the batch file from the DVD directly, then the log will be in the users Windows Temp directory. Note: Screenshot example is from pre-release; Final version will be 4.1 or later. Page 39

40 Updating ACS Database Note1: This example assumes that the CCE 4.1 DVD is located in D:\ Note2: This example assumes that 4.x scripts are being run off the CCE DVD Note3: Additional Reference available (Refer:291H290HTroubleshooting Database Scripts) 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 THEN Go to Step 2 ELSE Go to Step 5 2. Open the CCE Updates To Folder. Page 40

41 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. Note: If you are running the batch file from the DVD directly, then the log will be in the users Windows Temp directory. Page 41

42 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 Updates To Folder. 6. Run the AS maintain Database.bat file 7. When completed, review the Log file to confirm that the ACS templates are now at the correct version. 8. Now proceed to Step 1 of the From CCE 4.x section (next page) Page 42

43 From CCE 4.x 1. Browse to the D:\Contact Center Express\Server\Configuration Server\SQL Script folder on the CCE 4.1 DVD 2. Run the AS maintain Database.bat file 3. When completed, review the Log file to confirm that the ACS templates are 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. Page 43

44 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 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 Page 44

45 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. Page 45

46 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 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 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. Page 46

47 Update AES Client Note1: CCE release 4.x REQUIRES AES Client release 4.2 Version 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 Page 47

48 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 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 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 Page 48

49 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 Express\Server\XML Server\XML Server Test directory Page 49

50 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 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 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 Page 50

51 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 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 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 Note4: Review the ACS log file to confirm successful connection Page 51

52 Media Stores installation and Update: Update Media Store 1. From the CCE 4.x Main Installer Select SERVER, then the >> button, then the Media Stores button, then the Media Stores 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 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 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: Stop all Queues by right clicking on each one and selecting Stop queue Page 52

53 Using the CCE Control Panel, Right click on the 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 Media Store node and selecting Commit Change Now Stop the Media Store service Page 53

54 Once stopped completely; Start the Media Store service Once the 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 Page 54

55 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 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 Preview Contact Media Store service has not started automatically, start it. Note1: 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 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 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. Page 55

56 Use the Test Connection button to verify the connection Save and Close the changes 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 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 Page 56

57 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 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 simple Messaging Media Store service has not started automatically, start it. Note1: 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 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 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. Page 57

58 Use the Test Connection button to verify the connection Save and Close the changes 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 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 Page 58

59 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 Page 59