Avaya WFO V12.0 SP1 to V15.1 Migration Guideintegration-it.net/wp-content/uploads/2016/06/... ·...

Avaya WFO V12.0 SP1 to V15.1Migration GuideRelease 15.1

Issue 2March 2016

© 2016 Avaya Inc.

All Rights Reserved.

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1 Migration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8V12.0 SP1 migration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Migration process at a glance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Architectural changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Servers and storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Data retention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Additional Migration Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Gradual Upgrade and version cross-compatibility . . . . . . . . . . . . . . . . . . . . . . 12Downtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Migration workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Migration preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Data Center migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Post-Data Center migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Gradual sites migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Rollback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2 Installation and data migration time . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19WFM Databases migration time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Interactions data migration time calculation . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Calculate the interactions data migration time. . . . . . . . . . . . . . . . . . . . . . . . 21DB queries to retrieve number of sessions/evaluations . . . . . . . . . . . . . . . . . . 22Migration time calculations for subsystems . . . . . . . . . . . . . . . . . . . . . . . . 24Total migration time calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Data migration time calculation (use case) . . . . . . . . . . . . . . . . . . . . . . . . 24

Speech data migration time calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26DPA data migration time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

3 Data Center preparation and migration . . . . . . . . . . . . . . . . . . . . . . . . . . . 28DC preparation and migration workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Workflow diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Obtain migration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Upgrade KMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Verify customer prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Verify desktop applications are upgraded . . . . . . . . . . . . . . . . . . . . . . . . . . 33Verify Ad hoc and custom reports are recreated . . . . . . . . . . . . . . . . . . . . . . . 33

Install, configure, export, and backup V15.1 Data Center (side-by-side) . . . . . . . . . . . . . 35

C o n t e n t s

Contents

Avaya WFO V12.0 SP1 to V15.1 Migration Guide 4

Confidential and Proprietary Information of Verint Systems Inc

Install and configure V15.1 Data Center . . . . . . . . . . . . . . . . . . . . . . . . . . 35Export V15.1 Data Center configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 37Make a note of V15.1 site role properties for reference . . . . . . . . . . . . . . . . . . . 38Back up V15.1 databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Prepare Data Center for migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Verify system backup setting in V12.0 SP1 . . . . . . . . . . . . . . . . . . . . . . . . . 39Verify minimum version requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Install mandatory hotfixes on V12.0 SP1 . . . . . . . . . . . . . . . . . . . . . . . . . . 40Disable Restrict Application Server Communication to SSL Only . . . . . . . . . . . . . . . 40Make a note about V12.0 SP1 DC configuration for reference. . . . . . . . . . . . . . . . . 40Prepare for DPA migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Verify the V11.1 DPA data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Configure DPA legacy service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Configure uploader job to run every day . . . . . . . . . . . . . . . . . . . . . . . . . 42Download the DPA data migration tool . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Update EM location and block configuration distribution on V12.0 SP1 . . . . . . . . . . . . . . 43Update EM location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Block configuration distribution on V12.0 SP1 . . . . . . . . . . . . . . . . . . . . . . . . 44

Set source system to maintenance mode . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Set V11.1 DPA to maintenance mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Stop V11.1 DPA configuration service . . . . . . . . . . . . . . . . . . . . . . . . . . 45Set V11.1 DPA Data Server to point to V15.1 . . . . . . . . . . . . . . . . . . . . . . . 45Run V11.1 DPA Maintenance and Purging Job. . . . . . . . . . . . . . . . . . . . . . . 46Stop the IIS service on the V11.1 DPA server. . . . . . . . . . . . . . . . . . . . . . . 47

Update Speech index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Set WFO V12.0 SP1 to maintenance mode . . . . . . . . . . . . . . . . . . . . . . . . . 48

Back up source servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Install, configure, export, and backup V15.1 Data Center (reuse) . . . . . . . . . . . . . . . . 50

Format and prepare existing V12.0 SP1 servers . . . . . . . . . . . . . . . . . . . . . . . 50Install and configure V15.1 Data Center . . . . . . . . . . . . . . . . . . . . . . . . . . 50Export V15.1 Data Center configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 52Back up V15.1 databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Block configuration distribution and set to maintenance mode in V15.1 . . . . . . . . . . . . . 54Block configuration distribution in V15.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 54Remove archive drives and settings and clear recorder call buffer . . . . . . . . . . . . . . 54Set V15.1 to maintenance mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Restore data from source backup to V15.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 56Restore AD LDS (ADAM) from source system backup. . . . . . . . . . . . . . . . . . . . . . 58Migrate WFM databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Import V15.1 Data Center configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Import the Data Center Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Troubleshoot the Data Center Import Process. . . . . . . . . . . . . . . . . . . . . . . 65Retry a Data Center Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Validate the Server Role Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Resolve Server Role Validation configuration problems . . . . . . . . . . . . . . . . . . 68Update InstanceIDs of Speech Analytics Application Servers . . . . . . . . . . . . . . . . 69

Restart the WFO_ProductionDomain_ProductionServer service on the V15.1 Application Servers 70

Contents



Unblock configuration distribution in V15.1 . . . . . . . . . . . . . . . . . . . . . . . . . 71Block configuration distribution in V15.1 and stop services . . . . . . . . . . . . . . . . . . 71

Migrate QM and Archive Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Prepare for interactions data migration . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Set interactions migration parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Migrate V12.0 SP1 QM and Archive databases to V15.1 databases . . . . . . . . . . . . . . 85Monitor the interactions migration progress . . . . . . . . . . . . . . . . . . . . . . . . . 86Finalize the interactions migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Migrate Speech Analytics data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Perform post Data Center migration procedures . . . . . . . . . . . . . . . . . . . . . . . . 92

Stop maintenance mode in V15.1 system. . . . . . . . . . . . . . . . . . . . . . . . . . 93Unblock configuration distribution on V15.1 system . . . . . . . . . . . . . . . . . . . . . 93Update Framework Integration Service adapters . . . . . . . . . . . . . . . . . . . . . . 94Perform multi-tenancy post migration procedures . . . . . . . . . . . . . . . . . . . . . . 95

Enable QM multi-tenancy feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Move new user roles to tenant template organization . . . . . . . . . . . . . . . . . . . 96

Update ETL settings in Customer Feedback servers . . . . . . . . . . . . . . . . . . . . . 96Check service restart alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Verify customer post DC migration requirements . . . . . . . . . . . . . . . . . . . . . . 97Associate the Avaya Contact Recorders to the Content Server role . . . . . . . . . . . . . . 97

Migrate DPA data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Run the DPA data migration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Perform DPA post migration procedures . . . . . . . . . . . . . . . . . . . . . . . . . .100

Start the IIS service on the V11.1 DPA server . . . . . . . . . . . . . . . . . . . . . .101Start V11.1 DPA configuration service . . . . . . . . . . . . . . . . . . . . . . . . . .101Create alerts to replace V11.1 DPA server-side email triggers . . . . . . . . . . . . . . .101Configure DPA integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102Review the gradual migration job after the migration downtime . . . . . . . . . . . . . .102

Run SAT and complete DC migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

4 Sites upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Sites upgrade workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105Prepare site servers for upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106Recorders upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107Import Manager upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

Prepare Import Manager for upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . .109Prepare Import Manager with Speech Transcription server for upgrade . . . . . . . . . . . .110

Preparation for a common use case . . . . . . . . . . . . . . . . . . . . . . . . . . .111Preparation for large backlog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

Install and configure Import Manager server . . . . . . . . . . . . . . . . . . . . . . . .112Configure Speech Transcription Service Role . . . . . . . . . . . . . . . . . . . . . . . .116

Remove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117Disable the Transcription Import Service (TIS) . . . . . . . . . . . . . . . . . . . . . .118Set start time for the V15.1 project rules. . . . . . . . . . . . . . . . . . . . . . . . .119

Speech Transcription upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120Prepare Speech Transcription server for upgrade . . . . . . . . . . . . . . . . . . . . . .120

Contents



Preparation for a common use case . . . . . . . . . . . . . . . . . . . . . . . . . . .121Preparation for large backlog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121

Install Speech Transcription Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . .122Speech Transcription post-upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123

Remove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123Disable the Transcription Import Service (TIS) . . . . . . . . . . . . . . . . . . . . . .124Set start time for the V15.1 project rules. . . . . . . . . . . . . . . . . . . . . . . . .125

Customer Feedback Survey server upgrade . . . . . . . . . . . . . . . . . . . . . . . . . .126Back up source Customer Feedback Survey server configuration files . . . . . . . . . . . . .126Upgrade Customer Feedback Survey server . . . . . . . . . . . . . . . . . . . . . . . . .127Customer Feedback Survey server post upgrade . . . . . . . . . . . . . . . . . . . . . .128

Check System Monitor and decommission the replaced servers . . . . . . . . . . . . . . . . .129

A Data migration troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Interactions data migration troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . .131

Log files location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131Errors during validation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131Warnings during validation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133

Speech data migration troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . .136Troubleshoot KMS alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137

B User account requirements summary. . . . . . . . . . . . . . . . . . . . . . . . . . . 138User account requirements per migration tool . . . . . . . . . . . . . . . . . . . . . . . . .139

C Export and import Data Center configuration reference . . . . . . . . . . . . . . . . . 141Data Center zone server roles exported . . . . . . . . . . . . . . . . . . . . . . . . . . . .142Data Center migration status - internal use only screen reference. . . . . . . . . . . . . . . .143Role validation screen reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146Server roles that are validated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148Display the true file path in the previously exported file field . . . . . . . . . . . . . . . . . .149

D Run WFM and QM databases migration in parallel . . . . . . . . . . . . . . . . . . . . 150Run migration tools in parallel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

E Rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Data Center rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154

Deactivate V15.1 DPA users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155Stop V15.1 data center services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155Restore V12.0 SP1 data center from backup . . . . . . . . . . . . . . . . . . . . . . . .156Increment configuration Message_ID . . . . . . . . . . . . . . . . . . . . . . . . . . . .156Activate V12.0 SP1 data center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157Update the Enterprise Manager location to V12.0 SP1 . . . . . . . . . . . . . . . . . . . .157Distribute configuration from V12.0 SP1 data center. . . . . . . . . . . . . . . . . . . . .157Refresh cache and reset watermark in each recorder . . . . . . . . . . . . . . . . . . . .158Re-activate V11.1 SP1 DPA users . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159Rollback DPA configuration keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159Restore the V15.1 databases for the next migration . . . . . . . . . . . . . . . . . . . . .160

Site servers rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161

Contents



Recorder server rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161Import Manager server rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162

Import Manager rollback in a reuse scenario . . . . . . . . . . . . . . . . . . . . . . .162Import Manager rollback in a side-by-side scenario . . . . . . . . . . . . . . . . . . . .162

Speech Transcription server rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . .163Customer Feedback Survey server rollback . . . . . . . . . . . . . . . . . . . . . . . . .164

C h a p t e r 1

Migration overview

There are two options for migration from a V12.0 SP1 HFR6 system. One option is a side-by-side migration, where a new set of Data Center servers is required. The second option is to reuse the existing Data Center servers.

Topics V12.0 SP1 migration overview, page 9

Migration workflow, page 14

Rollback, page 18

Chapter 1 - Migration overview V12.0 SP1 migration overview



V12.0 SP1 migration overviewThere are two options for migration from a V12.0 SP1 HFR6 system. One option is a side-by-side migration, where a new set of Data Center servers is required. The second option is to reuse the existing DC servers.

Gradual migration is supported for large and multi-site systems, where the DC is migrated first and the remote sites are migrated gradually one at a time. Like the DC servers, site servers can also be replaced by new servers or reused.

The side-by-side option is recommended over the reuse option for the DC servers. For large Data Centers, the side-by-side option is the only viable option.

Advantages of the side-by-side option The side-by-side procedure minimizes upgrade downtime and risks.

The side-by-side option allows you to expand your system to a higher deployment level, or to a different configuration as part of the migration process. If expansion is required, the side-by-side option must be used.

The side-by-side supports rollback by reverting to the V12.0 SP1 DC in case a rollback is needed.

Since V15.1 version requires a major Windows operating system version change, this procedure provides an opportunity to refresh the existing servers with new servers and new OS.

Advantages of the server reuse option The server reuse procedure is suitable for small systems, as it requires more time to

run than the side-by-side procedure.

The main advantage of this option is to preserve the customer investment on hardware in case the customer has recently purchased new hardware.

Migration process at a glanceThe migration process at a glance is described for each of the migration options, side-by-side and server reuse.

Side-by-side migration procedure at a glance1 The new V15.1 Data Center is set up, configured, and tested.

2 Data from the V12.0 SP1 Data Center is migrated to the new V15.1 Data Center during downtime.

3 The V15.1 Data Center becomes operational and replaces the V12.0 SP1 Data Center. It continues to operate against the V12.0 SP1 site servers.

4 The V12.0 SP1 site servers are gradually migrated, one site at a time, to the V15.1 version, either on the same set of servers or on new servers.

Chapter 1 - Migration overview Architectural changes



Server reuse migration process at a glance1 Data from the V12.0 SP1 Data Center is backed up to the network.

2 The V12.0 SP1 Data Center servers are reformatted, reinstalled with V15.1 platforms, reconfigured, and tested.

3 The backed up V12.0 SP1 data is migrated to the reconfigured V15.1 servers.

4 The V15.1 Data Center becomes operational and replaces the V12.0 SP1 Data Center. It continues to operate against the V12.0 SP1 site servers.

5 The V12.0 SP1 site servers are gradually migrated, one site at a time, to the V15.1 version, either on the same set of servers or on new servers.

Architectural changesThe V15.1 architecture remains basically the same as V12.0 SP1. Some of the changes that affect the migration are outlined.

Database multi-channel supportThe Interactions Database schemes are updated to support multi-media in future versions, and some of the key data fields (such as, PBX-login-IC, ANI, and DNIS). These updates result in an increase size for the Interaction Databases.

DPA integration into the suiteThe Desktop and Process Analytics (DPA) application and database are fully integrated into the suite and coexist on the platform servers instead of requiring dedicated servers.

Speech Analytics enhancementsA new Speech Analytics Engine yields improved performance and accuracy, so that the same number of transcription servers can transcribe a higher percentage of the calls. The speech transcripts have moved from the Speech Analytics servers to the Data Center database.

Removal of Forecasting and Scheduling thick clientF&S thick client is deprecated in favor of web-based F&S scheduling application.

Replacing Cognos and BusinessObjects reporting engines with SSRSThe Cognos and BusinessObjects (BO) reporting engines have been replaced with SSRS, which is now a customer prerequisite.

Third-party technology updatesThe server-side third-party technologies have been updated:

Windows 2012 R2 and Windows 2012 are supported in this release. Windows 2008 R2 is not supported.

SQL Server 2014, SQL Server 2012, and SQL Server 2008 R2 are supported.

SQL Server Reporting Server (SSRS) serves as the reporting engine for the entire suite.

Chapter 1 - Migration overview Servers and storage



Server minimum specificationsServer minimum specifications are updated for more recent processors, higher memory requirements, and in some cases fewer CPU cores.

Servers and storageFor the side-by-side migration option, a new set of V15.1 Data Center (DC) servers are required based on the V15.1 Customer Furnished Equipment (CFE) Guide.

If a Consolidated Server is expanded to a higher deployment level, then new servers must also be provided for all the site roles that reside on the Consolidated server (for example, recorder and speech transcription server).

For the server reuse option, the existing set of Data Center servers are reused. The existing servers must meet the minimum specifications of the V15.1 Customer Furnished Equipment (CFE) Guide.

For site servers, such as recorders and Speech Transcription servers, these servers can be reused or replaced, provided they meet the minimum specifications of the V15.1 Customer Furnished Equipment (CFE) Guide.

Storage sizes for some of the databases, especially the Interaction Databases, are increased in V15.1.

Finally, in some cases the system may require resizing to a higher deployment level, depending on the specific system deployment.

Data retentionThe migration procedure retains all customer data, with the following main exceptions:

Framework (Cognos) ad-hoc and custom reports

Interaction (BO) ad-hoc and custom reports

Dashboards

Customized system captions

The reports and dashboards must be redefined in the V15.1 system. For Interaction Reports, an option exists to recreate the new SSRS reports directly on the V12.0 SP1 system against the previous data before migration, so that the reports are ready immediately following the migration.

Additional Migration ScenariosThis section describes additional migration scenarios.

Consolidated serverSide-by-side migration for systems with Consolidated server is similar to distributed configurations, except that the recording and transcription migration to V15.1 is done during DC migration step.

Chapter 1 - Migration overview Gradual Upgrade and version cross-compatibility



Systems with Data Center disaster recovery solutionThe approach is to migrate primary DC to V15.1 and then add DR DC to the working V15.1 system.

If the V12.0 SP1 system is set with DR, the DR site servers are removed from the V15.1 system by the DC configuration import process.

If the V15.1 system is created with DR, the DR site must be removed manually before starting the migration.

Data Center server reuseThe migration approach is similar to side-by-side migration, except the following:

The procedure is to back up the V12.0 SP1 servers and rebuild them with Windows 2012 and V15.1 software.

Rollback procedure is to rebuild the V12.0 SP1 servers from backup, which poses a risk compared to side-by-side procedure.

The procedure is suitable for small systems but may not fit in a single weekend time frame for larger DC.

Expansion is not supported as part of the migration process.

Gradual Upgrade and version cross-compatibilityThe cross-compatibility between the system component versions is the following:

V15.1 Desktop Applications are compatible with V12.0 SP1 servers, except DPA desktop (which is not compatible). However, DPA desktop V15.1 can be installed along with V11.1 DPA desktop.

V15.1 DC Servers are compatible with V12.0 SP1 site servers.

All DC servers must run the same software version, except the Encryption Server (which is independent).

V15.1 Speech Transcription Servers are compatible with V12.0 SP1 recorders that they control.

All Speech Transcription Servers in a cluster must be upgraded at the same time to keep version aligned across the cluster.

V15.1 IP Analyzers, CAM, and RIS are compatible with V12.0 SP1 recorders that they control.

V15.1 Encryption Server (KMS V3.2) is compatible with V12.0 SP1 recorders.

All DC and site servers in V15.1 and V12.0 SP1 must be signed with the same root Certificate Authority (CA).

Customer Feedback Survey Server during the gradual upgrade: After the Data Center Migration to V15.1 and when the Survey server is still in V12.0 state, CF Survey server cannot sync the latest data from the Data Center. CF Survey Server still collects the feedback and the results are replicated to Data Center correctly. For example, if any new surveys are added or modified in Data Center is not reflected in the CF Survey server until the CF Survey server is upgraded.

Chapter 1 - Migration overview Downtime



DowntimeThis section describes the difference between recording downtimes where recording is stopped versus application downtime where applications are not accessible to users.

Downtime during Data Center migrationDuring Data Center migration to V15.1 Data Center, downtime occurs as follows:

For side-by-side scenario, one weekend of application downtime is incurred for the entire system.

For hardware reuse scenario, 3-4 days of application downtime depending on the number of applications configured in the Data Center and amount of data that requires migration.

Recording continues uninterrupted, except for Consolidated Server deployments where there is recording downtime as well.

Downtime during site migrationDuring site migration, applications continue to be available. Recording continues uninterrupted or else there may be minimal recording downtimes of a few minutes, depending on the specific recording environment and replacement strategy.

Chapter 1 - Migration overview Migration workflow



Migration workflowThe migration workflow includes the following main steps:

1 Migration preparation, page 14: The migration preparation consists of upgrading the desktop applications and the KMS server, preparing SSRS custom and ad-hoc reports (customer), and setting up a complete V15.1 Data Center.

2 Data Center migration, page 15: During the Data Center migration, the new V15.1 DC configuration is exported, data from the V12.0 SP1 DC is imported into the V15.1 system, and migration scripts are applied to this data to upgrade the schema. Afterward, the V15.1 DC configuration is imported back to the system.

3 Post-Data Center migration, page 16: Once the DC is migrated, the V15.1 DC is turned on and works against the V12.0 SP1 site servers.

4 Gradual sites migration, page 17: Finally, the V12.0 SP1 sites are replaced one at a time to V15.1 sites by a new installation of the V15.1 software.

Migration workflow

Migration preparationThe migration preparation consists of upgrading the desktop applications and the KMS server, preparing SSRS custom and ad-hoc reports (customer), and setting up a complete V15.1 Data Center.

The migration preparation consists of the following steps:

1 Upgrade KMS server.

2 Upgrade desktop applications (customer responsibility).

3 Create SSRS customer and ad-hoc reports for QM on V12.0 SP1 server (customer responsibility).

4 Install, configure, export EM configuration, and backup V15.1 Data Center.

5 Prepare Data Center for migration.

1Migration

Preparation

2Data Center Migration

3Post Data

CenterMigration

4Gradual

Sites Migration

Chapter 1 - Migration overview Data Center migration



Migration preparation with DC side-by-side

Data Center migrationDuring the Data Center migration, the new V15.1 DC configuration is exported, data from the V12.0 SP1 DC is imported into the V15.1 system, and migration scripts are applied to this data to upgrade the schema. Afterward, the V15.1 DC configuration is imported back to the system.

The Data Center migration consists of the following steps:

1 Update EM location and block configuration distribution on V12.0 SP1.

2 Set V12.0 SP1 to maintenance mode.

3 Back up V12.0 SP1 servers.

4 Set V15.1 to maintenance mode.

5 Restore V12.0 SP1 data from backup to V15.1 servers.

6 Migrate WFM Databases.

7 Import V15.1 Data Center configuration.

8 Migrate Interactions (QM) Databases and Speech data.

9 Perform post Data Center migration procedures.

10 Migrate DPA data

1Migration

Preparation

Legend for Data Centers and Site Status

Operational Not Operational

Source SitesSource Sites

Source Data Center V15.1 Data Center

Chapter 1 - Migration overview Post-Data Center migration



Data Center migration with DC side-by-side

Post-Data Center migrationOnce the DC is migrated, the V15.1 DC is turned on and works against the V12.0 SP1 site servers.

Post Data Center migration with DC side-by-side

V11.1 SitesSource Sites

Source Data Center V15.1 Data Center2

Data Center Migration


Operational Not OperationalRecording Only

3Post Data

Center Migration





Chapter 1 - Migration overview Gradual sites migration



Gradual sites migrationFinally, the V12.0 SP1 sites are replaced one at a time to V15.1 sites by a new installation of the V15.1 software.

The gradual site migration consists of the following steps for each site in a multi-site system:

1 Ensure all calls on recorders are archived, and backup call buffer (if playback from archive is not sufficient for legacy calls).

2 Install OS, V15.1 software, and reconfigure the servers.

3 Restore call buffer to V15.1 recorders.

4 Test the respective sites.

Gradual sites migration

4Gradual

Sites Migration





V11.1 SitesV15.1 Sites

Chapter 1 - Migration overview Rollback



RollbackData Center rollbackFor side-by-side scenario, rollback starts with activating the V12.0 SP1 servers.

For hardware reuse scenario, rollback starts with reinstalling the V12.0 SP1 servers and restoring V12.0 SP1 data from backups.

If you have distributed the configuration to V15.1 DC, you increment the Message_ID in the V12.0 SP1. Else, the rollback is done.

If the V12.0 SP1 recorders already marked new calls into the V15.1 Data Center, you also need to reset the marking watermark on the V12.0 SP1 recorders to cause them to re-mark these calls to the V12.0 SP1 Data Center. Else, the rollback is done.

Site servers rollbackFor a replacement scenario, activate the original V12.0 SP1 site server, and redefine the server in the Enterprise Manager.

For a reuse scenario, restore the server from a disk image backup, and redefine the server in the Enterprise Manager.

NOTE Rolling back to the V12.0 SP1 system results in DPA data loss of data that was collected during the migration phase.

C h a p t e r 2

Installation and data migration time

The installation and data migration time information is used for project planning purposes.

Topics WFM Databases migration time, page 20

Interactions data migration time calculation, page 21

Speech data migration time calculation, page 26

DPA data migration time, page 27

Chapter 2 - Installation and data migration time WFM Databases migration time



WFM Databases migration timeThe migration time of the WFM databases is as follows:

Framework Database:

- For a system without WFM, approximately 15 minutes.

- For system with WFM, up to 2 hours depending on database size.

Framework Data Warehouse:

- Up to 10 hours or more depending on database size.

Chapter 2 - Installation and data migration time Interactions data migration time calculation



Interactions data migration time calculationFor project planning purposes, calculate the time required to migrate the existing interactions data before the migration.

The interactions data migration time depends on the following factors:

Databases content Number of sessions per database.

Number of evaluations per database.

Migration methodTime depends on whether all databases are migrated simultaneously or one after the other.

Index rebuild methodAll indexes are rebuilt as part of the data migration process, or only the mandatory and recent data indexes are rebuilt as part of the data migration process. In this case, the remaining indexes are completed later.

Calculate the interactions data migration timeThe interactions data migration time calculation is based on the number of sessions and evaluation per database and the selected migration and index rebuild methods.

Procedure1 To retrieve the number of sessions and evaluations, run the database queries.

2 Calculate the data migration time for each subsystem.

3 According to the migration method, calculate the total migration time.

Related topicsDB queries to retrieve number of sessions/evaluations, page 22

Migration time calculations for subsystems, page 24

Total migration time calculations, page 24

TIP A Data Migration Time Calculator (.xlsx) is available.Obtain the tool from the portal or from your customer representative.

Chapter 2 - Installation and data migration time DB queries to retrieve number of sessions/evaluations



DB queries to retrieve number of sessions/evaluations

As part of calculating the data migration time, run specific database queries to retrieve the number of sessions and evaluations.

Database Query

Contact OLTP (LocalContact)

USE LocalContact;

Select Total_Calls =SUM(rows)

FROM sys.partitions

WHERE index_id <2 AND OBJECT_NAME (object_id) ='Sessions'

Contact Databases (CentralContact)

USE CentralContact;


FROM sys.partitions

WHERE index_id <2 AND (

OBJECT_NAME (object_id) ='Sessions_month_1' OR











OBJECT_NAME (object_id) ='Sessions_month_12' )

Chapter 2 - Installation and data migration time DB queries to retrieve number of sessions/evaluations



QM Database (CentralApp)

USE CentralApp;

Select Total_Evaluations =SUM(rows)

FROM sys.partitions

WHERE index_id <2 AND OBJECT_NAME (object_id) ='Moverallscore'

Interaction Data Warehouse(CentralDWH)

USE CentralDWH;


FROM sys.partitions

WHERE index_id <2 AND (












OBJECT_NAME (object_id) ='Sessions_month_12' )

USE CentralDWH;

Select Total_Evaluations =SUM(rows)

FROM sys.partitions

WHERE index_id <2 AND OBJECT_NAME (object_id) ='Evals_on_form'

Database Query

Chapter 2 - Installation and data migration time Migration time calculations for subsystems



Migration time calculations for subsystems

The formula for calculating the data migration time for each database varies, depending on whether the calculation is for rebuilding all indexes, or just the mandatory and recent indexes.

Where:

S1 - number of sessions in millions in the LocalContact

S2 - number of sessions in millions in the CentralContact

E1 - number of evaluations in millions in CentralApp

S3 - number of sessions in millions in the Data Warehouse

E2 - number of evaluations in millions in the Data Warehouse

Total migration time calculations

The calculation of the total migration time depends on the migration method.

Databases can either be migrated simultaneously, or one after the other:

Databases migrated simultaneously: Total time = Max(A, B, C, D).

Databases migrated one after the other: Total time = SUM(A, B, C, D).

Data migration time calculation (use case)

Calculate the data migration time for a specific amount of data on a consolidated server.

This use case is based on the following server specifications:

Migration method:

Database Data migration plus rebuild mandatory and recent indexes (minutes)

Data migration plus rebuild all indexes (minutes)

Contact OLTP (LocalContact)

A=S1*9 A=S1*9

Contact Databases (CentralContact)

B=S2*0.4 B=S2*0.5


C=E1*20 C=E1*20

Interaction Data Warehouse(CentralDWH)

D=(S3*0.7)+(E2*40) D=(S3*0.8)+(E2*40)

Chapter 2 - Installation and data migration time Data migration time calculation (use case)



Before you beginSelected migration method: databases migrated simultaneously.

Procedure1 Run database queries to retrieve the number of sessions and evaluations.

The queries returned the following data:

LocalContact: 0.34 million sessions

CentralContact: 100 million sessions

CentralApp: 0.4 million evaluations

CentralDWH: 100 million sessions and 0.4 million evaluations

2 Calculate the data migration time for each subsystem:

3 Since all databases are migrated simultaneously, calculate the total migration time accordingly:

Item Details

Software Windows 2012 R2SQL 2014 R2 latest SP - 9.7 GB

Hardware CPU: 2 x Quad CoreMemory: 16 GBDisks - HP System Smart Array: C: Software RAID 1 (140 GB) D: Logs RAID 1 (280 GB) E: DB files, OSP data RAID 5 (830 GB)

Migration method:

Database Data migration plus rebuild mandatory and recent indexes (minutes)

Data migration plus rebuild all indexes (minutes)

LocalContact A =0.34*9= 3 A =0.34*9= 3

CentralContact B =100*0.4= 40 B =100*0.5= 50

CentralApp C =0.4*20= 8 C =0.4*20= 8

CentralDWH D =(100*0.7)+(0.4*40)= 86 D =(100*0.8)+(0.4*40)= 96

Index rebuild method Total time (minutes)

Rebuild all indexes Max(A,B,C,D)=96

Rebuild mandatory and recent data indexes Max(A,B,C,D)=86

Chapter 2 - Installation and data migration time Speech data migration time calculation



Speech data migration time calculationThe speech data migration duration takes one hour per million records in the index. You can find the number of records in the Speech Analytics portal using a filter and calculate the data migration time accordingly.

Procedure1 Open the Speech Analytics portal.

2 Select the Contacts Analytics tab.

3 Click Set Filters.

4 In the Date Range section, select the From the last days option, and set the value to 999. Then, click OK.

5 The Filter set result displays the number of records.

Example: In the following example, 2,222,572 records are found. The index migration takes about 2.2 hours (Duration=60 x Number of records/1,000,000).

Chapter 2 - Installation and data migration time DPA data migration time



DPA data migration timeThe DPA data migration duration depends on the amount of data to migrate. For one week of data, the migration takes 0.5 hour per 1000 users. For 90 days of data, the migration takes 5.5 hours per 1000 users.

C h a p t e r 3

Data Center preparation and migration

There are two scenarios for migration from a V12.0 SP1 HFR6 (or higher HFR) system. One scenario is a side-by-side migration, where a new set of Data Center servers is required. The second scenario is to reuse the existing Data Center servers.

Topics DC preparation and migration workflow, page 29

Obtain migration tools, page 31

Upgrade KMS, page 32

Verify customer prerequisites, page 33

Install, configure, export, and backup V15.1 Data Center (side-by-side), page 35

Prepare Data Center for migration, page 39

Update EM location and block configuration distribution on V12.0 SP1, page 43

Set source system to maintenance mode, page 45

Back up source servers, page 49

Install, configure, export, and backup V15.1 Data Center (reuse), page 50

Block configuration distribution and set to maintenance mode in V15.1, page 54

Restore data from source backup to V15.1, page 56

Restore AD LDS (ADAM) from source system backup, page 58

Migrate WFM databases, page 60

Import V15.1 Data Center configuration, page 63

Migrate QM and Archive Databases, page 73

Migrate Speech Analytics data, page 89

Perform post Data Center migration procedures, page 92

Migrate DPA data, page 98

Run SAT and complete DC migration, page 103

Chapter 3 - Data Center preparation and migration DC preparation and migration workflow



DC preparation and migration workflowThe Data Center preparation and migration process can be done in one of the following scenarios:

Side-by-side migration

Hardware reuse

This section provides a single workflow that covers both scenarios. To prevent mistakes, the procedures that are only relevant to a specific scenario are distinguished by the relevant icon.

The workflow includes a list of procedures to perform during the preparation stage and the migration downtime. Some of the procedures can be done in parallel to save time.

The number next to each procedure indicates the page number of the relevant procedure.

Scope of workflowThis workflow covers migration of deployments with entire WFO suite, or with any subset of the applications, for example WFM-only, QM-only, QM + Speech Analytics, WFM + QM + DPA, and so on.

To use this workflow for cases where customer does not have the full suite of applications, skip application-specific procedures that do not apply to the customer deployment.

Scenario Icon

Side-by-side migration

Hardware reuse

IMPORTANT You must follow the procedures relevant to the customer deployment. Do not skip any procedure or step. Failing to do so, may cause damage to the system.

Side-by-Side

Reuse

Chapter 3 - Data Center preparation and migration Workflow diagram



Workflow diagram

Run SAT and complete DC migration

Migrate QM and Archive databasesMigrate Speech Analytics data

Perform post Data Center migration procedures

Migrate DPA data

Verify customer prerequisites

Source system meets the version requirement

Obtain migration tools

Install, configure, export, and backup

V15.1 Data Center

Prepare Data Center for migration

Back up source servers

Set source system to maintenance mode

Install, configure, export, and backup

V15.1 Data Center

Restore data from source backup to V15.1

Migrate WFM databases

Import V15.1 Data Center configuration

Preparation

Migrationdowntime

Upgrade KMS

Update EM location and block configuration

distribution on the source system

Restore AD LDS (ADAM) from source system

backup

Block configuration distribution and set to

maintenance mode in V15.1

pg 63

pg 60

pg 58

pg 56

pg 49

pg 31

pg 50

pg 45

Can be done in parallel

pg 43

pg 54

pg 89 pg 73

pg 92

pg 103

pg 98

pg 32

pg 33

pg 35

pg 39

Chapter 3 - Data Center preparation and migration Obtain migration tools



Obtain migration toolsObtain the following migration tools in advance to eliminate the dependency on according to the CFE Guide connection at the customer site.

Required for: Migration tool

Restore data Database Permissions Configuration Tool

Obtain the tool from the portal or from your customer representative.

Restore data Stopping and disabling QM Purging and Maintenance jobs.sql Change databases compatibility level.sql


WFM migration WFM Data Migration Tool V12.0 to V15.1


Interactions Data Migration

Interactions Data Migration Tool V12.0 to V15.1


Speech database tables cleanup

TruncateSpeechProductsTables.bat


DPA Data Migration

DPA Data Migration.zip


Chapter 3 - Data Center preparation and migration Upgrade KMS



Upgrade KMSV15.1 requires Key Manager Server (KMS) version 3.2.1. The KMS upgrade must be performed in a single downtime window before the DC upgrade.

Before you beginBefore upgrading the KMS, verify that the customer has created backups of critical files and databases.

Procedure1 Perform the Upgrade the KMS server to version 3.2.1 according to the Installation

and Configuration Guide.

Related informationUpgrade RSA KMS Server from 2.7.1 to 3.2.1 (Key Manager Server 3.2.1 Installation and Configuration Guide)

NOTE If the existing KMS system is version 2.0.1, first upgrade to version 2.7.1 and then to version 3.2.1.

Chapter 3 - Data Center preparation and migration Verify customer prerequisites



Verify customer prerequisitesBefore, during and after the Data Center migration procedure, there are activities that professional services staff cannot perform for various reasons, such as security concerns and CFE restrictions. These activities are customer responsibility.

Procedure1 Verify that the customer has prepared the environment for the upgrade.

2 Verify that the customer fulfilled in the Site Preparation Checklist (SPC) with all the details.

3 Specifically, make sure following:

The desktop applications are upgraded.

Ad hoc/custom reports are recreated.

The SQL collate in the destination system is same as in the source system.

Related informationCustomer Prerequisites (WFO V12.0 SP1 to V15.1 Migration Deployment Reference Guide)

Related topicsVerify desktop applications are upgraded, page 33

Verify Ad hoc and custom reports are recreated, page 33

Verify desktop applications are upgradedVerify that the desktop applications are upgraded according to the compatibility options between the source and destination systems.

Related informationUpgrading Desktop Applications (Desktop Applications Deployment Reference and Installation Guide)

Verify Ad hoc and custom reports are recreatedIn V15.1 all Interactions and Analytics reports are based on the SSRS platform, and no longer based on the Business Objects (BO) platform. As a result, reports that exist in earlier versions must be re-created in SSRS. This procedure applies to both ad hoc and custom reports.

The reports re-creation can be done before or after the V15.1 system migration:

Before migration: reports are re-created on an SSRS platform (installed separately before V15.1 migration). This method ensures that the reports are ready for operational use when the V15.1 system is deployed. In addition, the customer

Chapter 3 - Data Center preparation and migration Verify Ad hoc and custom reports are recreated



can verify the accuracy of the newly created reports by comparing their results to those of the BO ad hoc reports. This method is suitable for the hardware replacement and hardware reuse upgrade scenarios.

After migration: reports are re-created on a SSRS platform directly in the V15.1 system. The customer is not required to install SSRS separately before system migration. With this method, the reports are not ready for operational usage when the V15.1 system is deployed. This method is not suitable for hardware reuse upgrade scenario where the reports are deleted during the upgrade procedure.

In both cases, after V15.1 system migration, the customer must deploy the reports in the WFO Reports application and assign them to the relevant roles.

Related informationInteractions reports migration (Workforce Optimization Ad Hoc Reports Guide)

Chapter 3 - Data Center preparation and migration Install, configure, export, and backup V15.1 Data Center (side-by-side)



Install, configure, export, and backup V15.1 Data Center (side-by-side)

At this stage, this procedure is only relevant to side-by-side migration scenario. For a reuse scenario, skip this procedure.

Procedure1 Install and configure V15.1 Data Center, page 35.

2 Export V15.1 Data Center configuration, page 37

3 Make a note of V15.1 site role properties for reference, page 38

4 Back up V15.1 databases, page 38

5 Prepare Data Center for migration, page 39

Install and configure V15.1 Data CenterA V15.1 Data Center installed and configured is required for the migration. You install the DC servers on new machines that meet the requirements according to the SPC. The enterprise and security settings of V15.1 system must match the V12 SP1 settings.

Procedure1 Install and configure a V15.1 Data Center according to the required deployment

level, including the following:

a. Verify that the Management Service Account (MSA) is same as IMSA in the source system. Set the same user account for both MSA and DMSA in V15.1.

b. Create a WFO test user account that does not exist in V12 SP1. This user account is used for testing purpose only when logging on to the WFO portal.

c. Install the latest Upgrade Mandatory KBs from the Latest Hotfixes site. You must use the Hotfix Deploy Tool to install the KBs (the tool and guide are located in the Latest Hotfixes site).

d. Apply new license.

e. Set system backup.

f. Set the time zone same as in the source system.

g. If SSL is configured in V12 SP1, configure the security in V15.1 system with SSL Mode Medium. (Once all site servers are upgraded, you can modify the SSL setting as required.)

h. If SSO is enabled on V12 SP1 system, verify the following:

- Configure SSO also on the V15.1 system.

Side-by-Side

NOTE If you connect recorders to the V15.1 Data Center for testing purposes, the data is deleted during the data migration.

Side-by-Side

Chapter 3 - Data Center preparation and migration Install and configure V15.1 Data Center



- Set the same WLSAdmin and FirstUser accounts as in V12 SP1.

- Configure SSO with UPN enabled or disabled according to the setting in V12 SP1.

- Set SSOBind account different than the one in V12 SP1. This account is associated to the name of the Application Server or Load Balancer.

i. If the target V15.1 system is not a Consolidated server, install a new recorder and Speech Transcription Server for testing purpose.

j. Verify in System Monitor > Alarms dashboard that all alarms are cleared.

k. Back up the following file on each V15.1 server:

- %IMPACT360SOFTWAREDIR%\Conf\RSAProviderKeyClient.cfg

2 In Speech Analytics configuration stage, for each Speech Application Service role, configure all the parameters according to the configuration in V12 SP1 (saved in the preparation phase as reference). Specifically, make sure to set the following:

Same Index Size configuration as in V12 SP1 and verify that the V15.1 hardware is according to the required Index Size.

Same instance names as in V12 SP1 (in V15.1 it is called Name under the Project section).

Set the same InstanceID as in V12 SP1.

3 Validate that the V15.1 system operates properly. It is recommended, if possible, to run full Site Acceptance Tests (SAT). Use the WFO test user account to log on to the WFO portal.

4 Decommission the recorder used for testing purpose (not relevant when V12 server was a Consolidated server). Do the following:

a. Open the Recorder Manager (RM) in the recorder used for testing.

b. From Operations > Start and Stop, stop all services including watchdog (except RecorderTomcat).

Related informationWorkforce Optimization Installation Guide

Enterprise Manager Configuration and Administration Guide

Site Acceptance Tests (SAT)

IMPORTANT It is important to configure all server roles required for V15.1 system. These values will be exported and used during Import DC configuration.

NOTE All calls recorded on the recorder used for testing will not be remarked. Do not start the recorder service. Do not use this test recorder (you can reformat and install it as a new recorder).

Chapter 3 - Data Center preparation and migration Export V15.1 Data Center configuration



Export V15.1 Data Center configurationThe Export Data Center Configuration feature exports the configuration of every server that hosts an active Data Center Zone server role to an XML file. Servers that do not have an active server role are not exported. On a Consolidated server, site role properties are not exported.

Once V15.1 configuration is completed, and all configuration changes are distributed successfully to the V15.1 servers, export the V15.1 DC configuration to an XML file. This XML file is used during the Import V15.1 DC configuration after WFM databases migration.

The reason is that the WFM databases migration from V12 SP1 overrides the V15.1 DC configuration.

The exported XML file includes the following information:

The parent Site Group and Site under which each server resides in the Installations tree.

The values specified for each server on its values specified for each server on its System Management > Installations > Settings page (such as, server name, ports, serial number, and HTTP alias).

The server role configuration settings and the server role associations of the Data Center Zone server roles on each server.

Procedure1 Log on to the V15.1 Enterprise portal as the system administrator.

2 In the Installations tree, select the Enterprise node.

3 In System Management > Enterprise, click More Actions, and select Turn Advanced Mode On.

4 Select Data Center Migration - Internal Use Only.

5 Click the Export Data Center Configuration icon .

The system creates an XML file containing the configuration of the active Data Center Zone server roles on every server in the enterprise.

NOTE Enterprise settings and security settings are not included in the exported XML file.

Side-by-Side

Chapter 3 - Data Center preparation and migration Make a note of V15.1 site role properties for reference



6 Save the XML file to a directory from which you can access the file at a later time. Make a note of this directory. You need to access this file later to complete the server migration process.

Make a note of V15.1 site role properties for referenceThe V15.1 site role properties are not included in the Export and Import processes, and are lost after the Framework Database is restored from backup. Save a record of the site role properties for reference.

Make a note of the site role properties on the Consolidated server or stand-alone site servers that were added in V15.1.

Site role properties include:

Recording channel counts

Recording rule to Recorder Integration Service associations

Data source to Recorder Integration Service associations

Member group to recorder server associations

Archive Database to media association

Recorder servers to Central Archive server role association

Back up V15.1 databasesOnce V15.1 Data Center is installed and configured, back up the V15.1 databases for the rollback process.

Procedure1 Verify that a full backup of all SQL Databases is available (customer responsibility).

Related informationBack up Data (Workforce Optimization Maintenance Guide)

Side-by-Side

Side-by-Side

Chapter 3 - Data Center preparation and migration Prepare Data Center for migration



Prepare Data Center for migrationBefore starting the Data Center migration, the system must be in downtime to prevent system activity from interfering the migration process. In addition, DC configuration must be backed up for later use.

Procedure1 Verify system backup setting in V12.0 SP1, page 39

Verify that the system backup setting in the Enterprise Settings is set. This system backup is used during the migration process.

2 Verify minimum version requirement, page 39

Verify that the V12.0 SP1 system is installed with HFR6 (or higher HFR).

3 Install mandatory hotfixes on V12.0 SP1, page 40

Install mandatory hotfixes on V12.0 SP1.

4 Disable Restrict Application Server Communication to SSL Only, page 40

This section is only relevant to systems deployed with SSL. Restrict Application Server Communication to SSL Only is not supported in V15.1. Therefore, if this feature is enabled in V12.0 SP1, disable it before the upgrade.

5 Make a note about V12.0 SP1 DC configuration for reference, page 40

Make a note about the V12.0 SP1 DC configuration, such as retention and pre-allocation. For a Consolidated server, also note the site role properties. This information is used as a reference for configuring V15.1 Data Center, while V12.0 SP1 system is not available during the DC migration stages.

6 Prepare for DPA migration, page 41

To prepare for the DPA migration, verify a DPA data source of type Operations exists, is named DPA, and the employee ID of each monitored user is associated to the data source. If this is not the case, you need to create a new DPA data source and prepare the users.

Verify system backup setting in V12.0 SP1Verify that the system backup setting in the Enterprise Settings is set. This system backup is used during the migration process.

Also, verify that the backup path in can be accessed by V15.1 servers. If not, modify the backup path accordingly.

Verify minimum version requirementVerify that the V12.0 SP1 system is installed with HFR6 (or higher HFR).

Chapter 3 - Data Center preparation and migration Install mandatory hotfixes on V12.0 SP1



Install mandatory hotfixes on V12.0 SP1Install mandatory hotfixes on V12.0 SP1.

These hotfixes include the following:

WFO package (WFO11.1SP1_0520 or later) on the server hosting the Framework Applications server role, or HFR7 (or later HFR) on the Data Center servers.

If SSL certificate SHA2 is used in the Data Center, install RSCommon KB107248 or later on all site servers.

Disable Restrict Application Server Communication to SSL Only

This section is only relevant to systems deployed with SSL. Restrict Application Server Communication to SSL Only is not supported in V15.1. Therefore, if this feature is enabled in V12.0 SP1, disable it before the upgrade.

Once the system upgrade is completed, the customer can block non-SSL ports.

Related informationRestrict Application Server Communication to SSL Only (Enterprise Manager Configuration and Administration Guide)

Make a note about V12.0 SP1 DC configuration for reference

Make a note about the V12.0 SP1 DC configuration, such as retention and pre-allocation. For a Consolidated server, also note the site role properties. This information is used as a reference for configuring V15.1 Data Center, while V12.0 SP1 system is not available during the DC migration stages.

In addition, the configuration of each Speech Analytics Application server in V15.1 must match the equivalent server in V12.0 SP1. Specifically, the Instance Name and index size.

Procedure1 Make a note (or take a screen capture) of the installations and roles associated to

the servers roles.

This information is also available in the Servers.xml file, located in any of the Data Center servers in %Impact360SoftwareDir%Conf/Cache.

CAUTION Failing to disable Restrict Application Server Communication to SSL Only before the upgrade distracts the system operation.

Chapter 3 - Data Center preparation and migration Prepare for DPA migration



2 Verify that System Backup is set in the Enterprise-Settings, and make a note of System backup path.

This path is also available in the Enterprise-Settings.xml file, located in any of the Data Center servers in %Impact360SoftwareDir%Conf/Cache.

Prepare for DPA migrationTo prepare for the DPA migration, verify a DPA data source of type Operations exists, is named DPA, and the employee ID of each monitored user is associated to the data source. If this is not the case, you need to create a new DPA data source and prepare the users.

Procedure1 Verify the V11.1 DPA data source, page 41

2 Configure DPA legacy service, page 41

3 Configure uploader job to run every day, page 42

4 Download the DPA data migration tool, page 42

Verify the V11.1 DPA data source

Ensure that the V11.1 DPA has an Operations data source named DPA.

Procedure1 Ensure that the existing V11.1 DPA data source is named DPA.

2 If the existing DPA data source is called DPAOrg, or any other value, rename it to DPA.

3 If there is no DPA data source in V11.1 DPA, then create a new one named DPA.

4 Ensure that the DPA data source for V15.1 is ONLY associated with the required monitored users (employees). If you add a user name to the Employee ID field of the DPA Data Source, make sure it is in non-UPN format.

Configure DPA legacy service

The V11.1 DPA Server UI includes a Configuration setting for Backup Server. If DPA clients capture data over the migration downtime, to enable the V11.1 DPA clients to send data to V15.1, configure the DPA legacy service.

1 Browse to the DPA System menu.

2 Select Configuration > Configuration Profiles > DEFAULT > Server Group.

NOTE Specifically, for each V12.0 SP1 Speech Analytics Application server, make a note of the configuration for reference.

Chapter 3 - Data Center preparation and migration Configure uploader job to run every day



3 Edit the BackupServer value. Enter http://<15.1ApplicationServer>/DPALegacyServices.

(For SSL environment, use https. If NLB is configured, use the NLB address.)

Configure uploader job to run every day

The uploader job is scheduled to run every day but Saturday, by default. If DPA clients capture data over the migration downtime, set the job to run every day of the week to prevent data loss.

Procedure1 Browse to the WFO Portal and from the main menu, select Tracking > Desktop

and Process Analytics.

2 In the DPA Application, select System > Configuration > Scheduled Jobs Configuration

3 Browse to the Uploading data to db (job 400) and the Uploading data to db outside shift hours (job 401) Jobs.

4 In the Schedule Days field, enter the days on which the job should run by including Saturday.

5 Click Activate Changes.

Download the DPA data migration tool

If not done yet, obtain the DPA data migration tool and upload it to the server hosting the DPA Database.

Procedure6 Download the DPA Data Migration.zip file.

7 Extract and save the contents of the zip file to the machine hosting the DPA Database server role. Maintain the directory hierarchy.

Chapter 3 - Data Center preparation and migration Update EM location and block configuration distribution on V12.0 SP1



Update EM location and block configuration distribution on V12.0 SP1

Before any data migration, the configuration distribution in V12.0 SP1 must be blocked and the EM location in V12.0 SP1 must point to the V15.1 Application Server.

Procedure1 Update EM location, page 43

2 Block configuration distribution on V12.0 SP1, page 44

Update EM locationOn the V12.0 SP1 system, the Enterprise Manager (EM) location points to the V12.0 SP1 Application Server. Update in V12.0 SP1 system the EM location to the V15.1 Application Server.

Procedure1 On the V12.0 SP1 system, from the Portal, select System Management >

General Settings > Enterprise Manager Location.

2 On the Propagate Enterprise Manager Location to applications screen, change the following settings:

a. EM Server Name - Change the name to the V15.1 Application server name. If NLB is configured, use the NLB address.

b. Port Number - Change the value to 80.

c. SSL Port Number - Change the value to 443.

d. Click Save.

Chapter 3 - Data Center preparation and migration Block configuration distribution on V12.0 SP1



3 Click Update Enterprise Manager Location.

The EM pushes the updated location of the application server to all servers, and displays a status message about the pushed configuration for each server.

4 Click Done.

5 Verify the V12.0 SP1 site servers are properly updated with the new Enterprise Manager location as follows:

a. On a site server in the V12.0 SP1 system, browse to <Software Directory Destination>\Conf\applications\authconfig.xml.

b. Verify that the Primary-Server-Host contains the V15.1 Application server or Load Balancer name.

c. Verify that the Secondary-Server-Host contains the V12.0 SP1 Application server or Load Balancer name.

6 Verify that no configuration changes are pending to the managed servers, by ensuring that the Pending Messages icon is not displayed in Enterprise Manager.

7 Log on to the V15.1 system and verify that no errors appear in the Configuration Status screen.

Block configuration distribution on V12.0 SP1Before any data migration, the configuration distribution in V12.0 SP1 must be blocked to prevent the Enterprise Manager from sending configuration changes to the servers.

Procedure1 Open the Enterprise Manager and verify in the System Monitor that the

configuration distribution completed successfully.


3 Select the Enterprise (root) node in the System Management > Enterprise > Settings, click More Actions and block the configuration for the entire Enterprise.

Related informationBlock and Unblock Configuration Distribution (Enterprise Manager Configuration and Administration Guide)

NOTE Verify network connectivity by server name/IP address as follows:

From the source system to the V15.1 Application server.

From the V15.1 application server to the 1source system.

NOTE If errors occur, fix them before continue to next step. Otherwise, the servers with error do not receive updates from V15.1 Data Center.

Chapter 3 - Data Center preparation and migration Set source system to maintenance mode



Set source system to maintenance modeMaintenance mode in V12.0 SP1 system is required to minimize risks and to free as many system resources as possible for the migration process.

Procedure1 Set V11.1 DPA to maintenance mode, page 45.

2 Update Speech index, page 47

3 Set WFO V12.0 SP1 to maintenance mode, page 48

Set V11.1 DPA to maintenance modeMaintenance mode in V11.1 DPA is required to minimize risks.

Procedure1 Stop V11.1 DPA configuration service, page 45

2 Set V11.1 DPA Data Server to point to V15.1, page 45

3 Run V11.1 DPA Maintenance and Purging Job, page 46

4 Stop the IIS service on the V11.1 DPA server, page 47

Stop V11.1 DPA configuration service

To minimize the risk of legacy data arriving at the legacy service during the migration downtime, stop the V11.1 DPA configuration service.

Procedure1 On the IIS manager, stop the DCUAppPool Application Pool.

Leave the DCUWeb pool running.

2 In the Advanced Settings for DCUAppPool set Start Automatically to FALSE.

Set V11.1 DPA Data Server to point to V15.1

If DPA clients capture data over the migration downtime, set existing clients to send data to the new application server's DPA Legacy address.

The new server details should have already been added to the Backup Server. At this point, you can update the Data Server to this same address.

IMPORTANT Only update the DataServer to point to the same address as the backup server. Do NOT change the Configuration, or Trigger Server details.

Chapter 3 - Data Center preparation and migration Run V11.1 DPA Maintenance and Purging Job



Procedure1 On the source system, browse directly to the DPA URL:

http://<dpaservername>/focusadmin/dpa.aspx.

2 Select System > Configuration and click the Configuration Profiles tab.

3 In the Name column, select DEFAULT.

4 From the Area pane, select Server Group.

5 Set the DataServer key:

Replace ...//<Source_DPA_Server>/services

with ...//<15.1_DPA_Application_Server>/DPALegacyServices(If NLB is configured, use the NLB address.)

For example:Replace http://servername11_x/services

With http://15.1ApplicationServer/DPALegacyServices

Run V11.1 DPA Maintenance and Purging Job

If DPA clients capture data over the migration downtime, run V11.1 DPA Maintenance and Purging Job.

This procedure processes files from the flushed folder before data migration begins to ensure that no existing data is lost before data migration.

In addition, running the database maintenance job consolidates any final flushed data not consolidated since the last nightly job. Run this job even if the flushed folder is empty.

Procedure1 Log on to the V11.1 DPA Application Server.

2 If files exist in the <software drive>:\Verint\data\flushed\ folder, do the following:

a. Browse to Program Files (x86)\Verint\DPA\ folder.

b. Double-click the DPAUploader.exe.

c. Verify that the files are removed from flushed folder.

3 Repeat for each existing V11.1 DPA Application Server.

4 On the V11.1 DPA Database, open the SQL Server Management Studio.

5 Expand SQL Server Agent, and then expand Jobs.

6 Run the DPA Database Maintenance - pcmon job.

Chapter 3 - Data Center preparation and migration Stop the IIS service on the V11.1 DPA server



Stop the IIS service on the V11.1 DPA server

On each V11.1 DPA Application Server, stop the IIS Service and set DPA application pools to not restart.

In addition, setting the service to manual startup ensures that in case the source system is restarted, the existing clients remain licensed. Stop the IIS service to also prevent data loss from when the service is stopped until the V15.1 servers are up, and pushes the new DPA configurations to the clients.

Procedure1 Open Windows Services.

2 Stop the World Wide Web Publishing Service (IIS service).

3 Ensure that the Startup Type is set to Manual.

Update Speech indexThe Speech Analytics index must be updated before moving to maintenance mode.

Procedure1 On each V12.0 SP1 Speech Analytics Application Server, access the

%Impact360SoftwareDir%Enhanced_Speech\IndexBuilder\Bin\ and run as Administrator the banx.bat.

Chapter 3 - Data Center preparation and migration Set WFO V12.0 SP1 to maintenance mode



Set WFO V12.0 SP1 to maintenance modeTo free as many system resources as possible for the migration process, stop some of the services in both V12.0 SP1 and keep other services running. This situation is called maintenance mode.

Procedure1 Set the status of the services from the Watchdog Control Panel or Windows Services

according to the following table:

Server Services Required status

All Data Center Servers (including Consolidated)

All services in Watchdog excluding Directory service

Stopped

WFO_ProductionDomain_ProductionServer Stopped and Disabled

Directory(on the server hosting the QM Database role)

Started

Watchdog Stopped and Disabled

World Wide Web Publishing Service (IIS)(from Windows services, only on Application Servers)

Stopped and Disabled

Chapter 3 - Data Center preparation and migration Back up source servers



Back up source serversLatest backups before data migration are required for the migration process. This requirement is customer responsibility.

Verify that the following backup requirements are met:

Related informationBack up Data (Enterprise Suite Maintenance Guide)

Enterprise Settings (Enterprise Manager Configuration and Administration Guide)

Requirement Description

Full server backup

Full server backup is required for all Data Center servers for rollback purpose. A full server backup includes the Operating System, Data, and Software directories.

SQL databases full backup

Full backup of the SQL databases is required before DC migration. For the restoration, the following V12.0 SP1 databases are required: Framework Database (BPMainDB) Framework Data Warehouse (BPWarehouseDB and

ETLstagingDB) Contact OLTP Database (LocalContact) Contact Database (CentralContact) QM Database (CentralApp) Interaction Data Warehouse (CentralDWH) Archive

Speech application data backup

The speech application data backup is required for restore and rollback purposes. It is only relevant for servers hosting the Speech Analytics Applications service role.The backup includes the following folders: %IMPACT360SPEECHDATADIR%Products %IMPACT360SPEECHDATADIR%SpeechCatData %IMPACT360SPEECHDATADIR%DataExports

System backup System backup includes configuration files and ADAM. The configuration files are copies of the managed server XML configuration and properties files that are not stored in any database. System backup is defined in the Enterprise Settings.The customer provides the system backup files location (the System Backup setting is done in advance before the upgrade as part of a standard system settings).

Chapter 3 - Data Center preparation and migration Install, configure, export, and backup V15.1 Data Center (reuse)



Install, configure, export, and backup V15.1 Data Center (reuse)

At this stage, this procedure is only relevant to hardware reuse scenario.

For a side-by-side scenario, skip this procedure to Block configuration distribution and set to maintenance mode in V15.1, page 54.

Procedure1 Format and prepare existing V12.0 SP1 servers, page 50

2 Install and configure V15.1 Data Center, page 50.

3 Export V15.1 Data Center configuration, page 52

4 Back up V15.1 databases, page 53

Format and prepare existing V12.0 SP1 serversYou format the V12.0 SP1 DC servers and prepare the servers according to requirements specified in the CFE Guide.

Before you beginVerify that the source servers are backed up. Files from the backup are required as part of the migration process (see Back up source servers, page 49).

Procedure1 Format the existing DC servers.

2 Prepare the servers according to the requirements in the CFE Guide (OS, SQL Server, and specific requirements per server).

Related informationWorkforce Optimization Customer Furnished Equipment (CFE) Deployment Reference Guide

Install and configure V15.1 Data CenterA V15.1 Data Center installed and configured is required for the migration. You install the DC servers on new machines that meet the requirements according to the SPC. The enterprise and security settings of V15.1 system must match the V12 SP1 settings.

Reuse

Reuse

NOTE If you connect recorders to the V15.1 Data Center for testing purposes, the data is deleted during the data migration.

Reuse

Chapter 3 - Data Center preparation and migration Install and configure V15.1 Data Center



Procedure1 Install and configure a V15.1 Data Center according to the required deployment

level, including the following:

a. Verify that the Management Service Account (MSA) is same as IMSA in the source system. Set the same user account for both MSA and DMSA in V15.1.

b. Create a WFO test user account that does not exist in V12 SP1. This user account is used for testing purpose only when logging on to the WFO portal.

c. Install the latest Upgrade Mandatory KBs from the Latest Hotfixes site. You must use the Hotfix Deploy Tool to install the KBs (the tool and guide are located in the Latest Hotfixes site).

d. Apply new license.

e. Set system backup.

f. Set the time zone same as in the source system.

g. If SSL is configured in V12 SP1, configure the security in V15.1 system with SSL Mode Medium. (Once all site servers are upgraded, you can modify the SSL setting as required.)

h. If SSO is enabled on V12 SP1 system, verify the following:

- Configure SSO also on the V15.1 system.

- Set the same WLSAdmin and FirstUser accounts as in V12 SP1.

- Configure SSO with UPN enabled or disabled according to the setting in V12 SP1.

- Set SSOBind account different than the one in V12 SP1. This account is associated to the name of the Application Server or Load Balancer.

i. If the target V15.1 system is not a Consolidated server, install a new recorder and Speech Transcription Server for testing purpose.

j. Verify in System Monitor > Alarms dashboard that all alarms are cleared.

k. Back up the following file on each V15.1 server:

- %IMPACT360SOFTWAREDIR%\Conf\RSAProviderKeyClient.cfg

2 In Speech Analytics configuration stage, for each Speech Application Service role, configure all the parameters according to the configuration in V12 SP1 (saved in the preparation phase as reference). Specifically, make sure to set the following:

Same Index Size configuration as in V12 SP1 and verify that the V15.1 hardware is according to the required Index Size.

Same instance names as in V12 SP1 (in V15.1 it is called Name under the Project section).

Set the same InstanceID as in V12 SP1.

IMPORTANT It is important to configure all server roles required for V15.1 system. These values will be exported and used during Import DC configuration.

Chapter 3 - Data Center preparation and migration Export V15.1 Data Center configuration



3 Validate that the V15.1 system operates properly. It is recommended, if possible, to run full Site Acceptance Tests (SAT). Use the WFO test user account to log on to the WFO portal.

4 Decommission the recorder used for testing purpose (not relevant when V12 server was a Consolidated server). Do the following:

a. Open the Recorder Manager (RM) in the recorder used for testing.

b. From Operations > Start and Stop, stop all services including watchdog (except RecorderTomcat).



Site Acceptance Tests (SAT)

Export V15.1 Data Center configurationThe Export Data Center Configuration feature exports the configuration of every server that hosts an active Data Center Zone server role to an XML file. Servers that do not have an active server role are not exported. On a Consolidated server, site role properties are not exported.

Once V15.1 configuration is completed, and all configuration changes are distributed successfully to the V15.1 servers, export the V15.1 DC configuration to an XML file. This XML file is used during the Import V15.1 DC configuration after WFM databases migration.

The reason is that the WFM databases migration from V12 SP1 overrides the V15.1 DC configuration.

The exported XML file includes the following information:

The parent Site Group and Site under which each server resides in the Installations tree.

The values specified for each server on its values specified for each server on its System Management > Installations > Settings page (such as, server name, ports, serial number, and HTTP alias).

The server role configuration settings and the server role associations of the Data Center Zone server roles on each server.

NOTE All calls recorded on the recorder used for testing will not be remarked. Do not start the recorder service. Do not use this test recorder (you can reformat and install it as a new recorder).

NOTE Enterprise settings and security settings are not included in the exported XML file.

Reuse

Chapter 3 - Data Center preparation and migration Back up V15.1 databases



Procedure1 Log on to the V15.1 Enterprise portal as the system administrator.


3 In System Management > Enterprise, click More Actions, and select Turn Advanced Mode On.

4 Select Data Center Migration - Internal Use Only.

5 Click the Export Data Center Configuration icon .

The system creates an XML file containing the configuration of the active Data Center Zone server roles on every server in the enterprise.

6 Save the XML file to a directory from which you can access the file at a later time. Make a note of this directory. You need to access this file later to complete the server migration process.

Back up V15.1 databasesOnce V15.1 Data Center is installed and configured, back up the V15.1 databases for the rollback process.

Procedure1 Verify that a full backup of all SQL Databases is available (customer responsibility).

Related informationBack up Data (Workforce Optimization Maintenance Guide)

End of procedures related to hardware reuse in this section.

Reuse

Chapter 3 - Data Center preparation and migration Block configuration distribution and set to maintenance mode in V15.1



Block configuration distribution and set to maintenance mode in V15.1

Before any data migration, in V15.1 system, block configuration distribution and set to maintenance mode. In addition, remove Archive Media and Archive Drives (if configured).

Related topicsBlock configuration distribution in V15.1, page 54

Remove archive drives and settings and clear recorder call buffer, page 54

Set V15.1 to maintenance mode, page 55

Block configuration distribution in V15.1Before any data migration, the configuration distribution in V15.1 system must be blocked to prevent the Enterprise Manager from sending configuration changes to the servers.

Procedure1 Open the Enterprise Manager and verify in the System Monitor that the

configuration distribution completed successfully.


3 Select the Enterprise (root) node in the System Management > Enterprise > Settings and block the configuration for the entire Enterprise.


Remove archive drives and settings and clear recorder call buffer

The recorder used for testing, contains test calls and archive settings. All calls recorded during tests must be deleted from the Call Path Buffer. In addition, if Archive is configured in the system, the archive can store test calls. The archive drives, including test calls, must be removed from the system before data migration.

Procedure1 Open the Recorder Manager (RM) in the recorder used for testing.

2 From Operations, remove archive drives and settings.

Chapter 3 - Data Center preparation and migration Set V15.1 to maintenance mode



3 From Operations > Start and Stop, stop all services including watchdog (except RecorderTomcat).

4 Delete all calls from the recorder Call Path Buffer (the location of the Call Path Buffer is defined in Recorder Settings).

Set V15.1 to maintenance modeTo free as many system resources as possible for the migration process, stop some of the services in V15.1 and keep other services running. This situation is called maintenance mode.





All services in Watchdog excluding Directory service

Stopped

Directory(on the server hosting the QM Database role)

Started

Watchdog Stopped and Disabled

World Wide Web Publishing Service (IIS)(from Windows services, only on Application Servers)

Stopped

Chapter 3 - Data Center preparation and migration Restore data from source backup to V15.1



Restore data from source backup to V15.1Restore the V12.0 SP1 data from the backup to V15.1 system. The restore process overrides the tested data of V15.1 system.

Before you beginStop and disable QM and maintenance jobs as follows:

1 Obtain the following SQL scripts (if not obtained yet):

Stopping and disabling QM Purging and Maintenance jobs.sql

Change databases compatibility level.sql

2 Run only the Stopping and disabling QM Purging and Maintenance jobs.sql script on all V15.1 database servers.

Procedure1 Ensure that a valid databases backup set is obtained.

2 Use customer methods to restore the following V12.0 SP1 databases from backup to V15.1 system:

Framework Database (BPMainDB)

Framework Data Warehouse (BPWarehouseDB and ETLstagingDB)

Contact OLTP Database (LocalContact)

Contact Database (CentralContact)


Interaction Data Warehouse (CentralDWH)

Archive

3 Run the Change databases compatibility level.sql script on all V15.1 database servers.

The script modifies the SQL Server compatibility level of the restored database to match the actual SQL Server compatibility level.

4 Restore the speech application data to the V15.1 system.

a. On the V15.1 Speech Analytics Application server, delete the content (not the folders) from the following folders:

%IMPACT360SPEECHDATADIR%SpeechCatData

%IMPACT360SPEECHDATADIR%DataExports

b. Copy the content (not the folders) from the Speech backup to the following folders on V15.1 Speech Analytics Application server:

%IMPACT360SPEECHDATADIR%SpeechCatData

%IMPACT360SPEECHDATADIR%DataExports

c. Validate that the config.prop file in the SpeechCatData folder does not contain any host names or ports.

Chapter 3 - Data Center preparation and migration Restore data from source backup to V15.1



5 Reassign the V15.1 SQL Server permissions on the restored databases as follows:

a. Obtain the Database Permissions Configuration Tool (if not yet done).

b. Save and run the Database Permissions Configuration Tool locally, once for each SQL Server instance that hosts one of the following databases:

Framework Database (BPMainDB)

Framework Data Warehouse (BPWarehouseDB and ETLstagingDB)




Archive

6 Copy the FIS adapters configuration file from system backup as follows:

a. From the source system (if side-by-side) or from the backup (if reuse), copy the file BPX-Server.XML, located in <Installation_directory>Software\IntegrationServer\FusionExchange.

b. Override the existing BPX-Server.XML in the corresponding location on all V15.1 servers.

Related informationRestore Data (Enterprise Suite Maintenance Guide)

Assign DB permissions automatically (SQL Server Installation and Upgrade Guide)

NOTE Do not copy yet the Products folder for backup. This is step is part of the Speech migration stage.

NOTE Depending on the deployment level, the FIS adapters can be hosted in the one of the following platforms: Consolidated, Data Center, Database, Framework Database & Reporting, Framework Database, and Framework Integration Service.

Chapter 3 - Data Center preparation and migration Restore AD LDS (ADAM) from source system backup



Restore AD LDS (ADAM) from source system backup

This procedure is only relevant to hardware reuse.

For a side-by-side scenario, skip this procedure to Migrate WFM databases, page 60

You restore the AD LDS (ADAM) from the source system backup to the V15.1 server hosting the QM Database role under a different service name.

The result is that the system contains two ADAM services (directory and upgrade), and two sets of data and logs folders. One set is the original V15.1 ADAM data and logs folders. The second set is the restored ADAM data and logs folders from the source system backup.

The ADAM data in the second set of folders will be used by the Interactions Migration Tool to migrate the ADAM data to V15.1.

Reuse

Source

Application ServerV15.1 Application

Server

VHDX file from

system backup

Create an upgrade service using a

batch file and run the batch file.

1

Open VHDX and copy the

content of the data and logs

folders to ADAM/ADUPGRADE

3

System backup

(already done

by the

customer)

Rename the data and logs folders

under ADAM/ADUPGRADE

2

%IMPACT360SOFTWAREDIR%%IMPACT360SOFTWAREDIR%

Chapter 3 - Data Center preparation and migration Restore AD LDS (ADAM) from source system backup



Procedure1 Create an upgrade service using a batch file (for example: Answer.txt) as follows:

a. Copy the following sample to a text editor:

[ADAMInstall]

InstallType=Unique

InstanceName=upgradeAddPermissionsToServiceAccount=Yes

DataFilesPath=<Enter the ADAM path>\ADUPGRADE\dataLocalLDAPPortToListenOn=50010LocalSSLPortToListenOn=50011LogFilesPath=<Enter the ADAM path>\ADUPGRADE\logsNewApplicationPartitionToCreate="CN=Partition4,DC=cohovineyard"

ShowOrHideProgressGUI=Show

b. In the sample, modify the values of the following parameters:

InstanceName: leave the value upgrade. This value is the instance name of the service that will run the ADAM.

LocalLDAPPortToListenOn: leave this value, unless this port is already used by another instance. This port is used by the Interaction Migration Tool.

LocalSSLPortToListenOn: leave this value, unless this port is already used by another instance. This port is not used by the Interaction Migration Tool.

DataFilesPath: modify to the path of the data folder per your deployment.

LogFilesPath: modify to the path of the logs folder per your deployment.

c. Save the Answer.txt file in a designated location.

2 In the following command, replace the path specified after /answer: with the location of your Answer file, and run the command as administrator:

%systemroot%\ADAM\adaminstall.exe /answer:E:\backup\answer.txt

As a result, a service named upgrade runs the ADAM (the value specified for the InstanceName).

3 Stop the upgrade service to enable migration of ADAM (when running the Interactions Migration Tool in a later stage).

4 Rename the original name of the data and logs folders under ADAM/ADUPGRADE folder to data_org and logs_org.

5 Copy the data and logs folders from the source system backup to the ADAM/ADUPGRADE folder.

6 Replace the instance logon user from the default (Windows NT) to the Installation User Account.

7 Start the upgrade service.

End of procedures related to hardware reuse in this section.

Reuse

Chapter 3 - Data Center preparation and migration Migrate WFM databases



Migrate WFM databasesThe WFM databases migration is a process of converting the V12.0 Framework Database and Framework Data Warehouse (if exists) to match the V15.1 database schema.

The migration process runs on the V15.1 server hosting the Framework Database (BPMainDB) on the restored databases using an SR-based tool.

For level 6 deployment, where the Framework Database and Framework Data Warehouse are hosted on different servers, you run the migration on both servers in the same run.

In a deployment where all of the following conditions apply, do not use the WFM Data Migration Tool:

System has both WFM and Recording (Contact Database).

There are more than 200 Million contacts in the Contact Database or in Interaction Data Warehouse.

Framework Database and Framework Data Warehouse are hosted on the same server or on remote SQL Servers.

In this case, follow the instructions on Run WFM and QM databases migration in parallel, page 150.

The following illustration provides a high-level workflow of the WFM databases migration.

Before you begin1 If not done yet, download the WFM Data Migration Tool V12.0 to V15.1.

2 Extract the downloaded zip file to the V15.1 server hosting the Framework Database server role.

3 Verify that the V12.0 Framework Database and Framework Data Warehouse are restored to the V15.1.

4 Verify that both systems are in maintenance mode.

Source Data Center(in Maintenance mode)

V15.1 Data Center(in Maintenance mode, and

source databases are restored)

Databases

backup

Migrate WFM databases (using WFO Framework Migration Kit)

1




Procedure1 Log on with the Installation user account to the V15.1 server hosting the

Framework Database server role (the server with the WFM Data Migration Tool V12.0 to V15.1).

2 From the location of the WFM Data Migration Tool V12.0 to V15.1, run Setup.exe.

The tool detects the user name and password and other required parameters, and displays the Welcome page.

3 Click Apply.

The tool detects whether the Framework Database and Framework Data Warehouse are hosted on the same server.

If not, the tool displays a message to add the server hosting the Framework Data Warehouse server role, and run the migration also on that server (can be run in parallel). If the message appears, add the server hosting the Framework Data Warehouse server role to the Project tree.

The tool displays the Install Setup page.

4 Click Next.The tool displays the Final Check page.

5 Click Next.The tool performs final check and then displays the Ready for Install page.

6 Do not change the default settings. Click Install.The migration process starts and the tool displays a log on the Platform Installation Progress page.




7 If the Framework Database and Framework Data Warehouse server roles are hosted on a different server, select the server the Framework Data Warehouse server role and repeat Step 4 to Step 6 on that server.

8 Wait for the migration to complete.

9 When the migration is completed, close the tool.

NOTE Log files are found in %impact360datadir%Logs\Database.This folder includes a log per database migration:

FrameworkDB (BPMAINDB database)

FrameworkWHDB (BPWAREHOUSDB database)

FrameworkCFETLDB (ETLSTAGINGDB database)

Chapter 3 - Data Center preparation and migration Import V15.1 Data Center configuration



Import V15.1 Data Center configurationThe data restore from V12.0 SP1 backup overrides the V15.1 Data Center (DC) configuration. Import the V15.1 DC configuration from the XML file you have created by the Export DC Configuration feature.

Importing this XML file performs the following:

Deletes from the Installations tree all existing servers that have active DC server roles.

Adds to the Installations tree the V15.1 DC servers captured in the XML file, their server role configurations and associations, and their Installation tree parent nodes.

To import the data center configuration, perform the procedures according to the following workflow:

Import the Data Center Configuration

No

Are there any errors? YesTroubleshoot the Data Center

Import process

Validate the Server Role Configuration

Retry the Data Center Import

Map InstanceIDs to their Speech

Analytics Application servers

Resolve Server Role Validation

configuration problems

Done

Restart the

WFO_ProductionDomain_ProductionServer

service on the 15.1 Application Servers

Unblock configuration distribution

in V15.1 system

Block configuration distribution

in V15.1 system

Note: If you cannot import the V15.1 Data Center configuration successfully, roll back to the V12.0 SP1 Data Center. See Data Center rollback, page 154.

pg 64

pg 67

pg 68

pg 69

pg 70

pg 71

pg 71

pg 65

pg 66

Chapter 3 - Data Center preparation and migration Import the Data Center Configuration



Import the Data Center ConfigurationBefore you begin Verify you have the XML file with V15.1 DC configuration (exported in an earlier

procedure). This XML file must be in a directory that is accessible from the computer on which you perform this procedure.

Procedure1 On the V15.1 DC servers where the following services exist, open the Windows

Services panel (not the Watchdog Control Panel). Verify that the following services are up or start the services manually:

On the server hosting the Framework Applications server role:

- WFO_ProductionDomain_ProductionServer

- I360 Secure Web Gateway

On the server hosting the Speech Analytics server role:


- Impact Configuration & Monitoring Service

2 Log on to the Enterprise portal as the system administrator.

3 From the Installations tree, select the Enterprise node.

4 Click More Actions, and select Turn Advanced Mode On.

5 Click System Management > Enterprise > Data Center Migration - Internal Use Only.

6 Click the Import Data Center Configuration icon .

7 Click Choose File.

8 Browse to and select the XML file that contains the V15.1 DC configuration (exported in an earlier procedure).

9 Click Import.A Confirm message displays stating that importing the file deletes all servers that have an active Data Center Zone server roles from the Installations tree. The

NOTE For security reasons, the Previously Exported File field does not display the true path to the file you selected. If you want to display the true file path in this field, see Display the true file path in the previously exported file field, page 149.

Chapter 3 - Data Center preparation and migration Troubleshoot the Data Center Import Process



deleted servers are replaced with the data center servers specified in the XML file that you are importing.

10 Click Yes to start the import data center process. This process replaces all data center servers in the Installations tree with the data center servers specified in the XML file.

When the Status column displays the Completed status for all Installations tree nodes, the import is successful.

Do not restart the WFO service yet. Restart is required in a a later stage.

If the Status column displays Failed for an Installation tree node, troubleshoot the problem causing the failure, and then retry the data center import.

Troubleshoot the Data Center Import Process

When you import a data center, the Failed status can display for an Installations tree node on the Data Center Migration Status - Internal Use Only screen. Refer to the Error Message value for information that can help you troubleshoot an import process failure.

The most common reasons the system returns a Failed status for an imported Installations tree node are:

Two nodes of different types have the same node name under the same parent node, page 65

Two servers have the same host name, page 66

Server or network issues, page 66

Two nodes of different types have the same node name under the same parent nodeTwo nodes of different types have the same node name and exist under the same parent node. The Installations tree does not allow this configuration.

For example, assume the Installations tree has a Site Group named “Human Resources” and a Site named “Rome Human Resources.”

The import fails if you import a Server node with the logical name “Rome Human Resources” into the Site named “Rome Human Resources.” The import fails because the Site node and Server node have the same logical name and exist under the same Site Group (parent) node.

In this scenario, you can rename the Site node to a different name and then retry the data center import.

NOTE Servers with several server roles take longer to import than servers with only one or two server roles. It can take a little time for all servers to reach the Completed status.

NOTE The term “logical name” refers to the name of the server that is specified in the Name field of the System Management > Enterprise > Settings screen. The logical name is different from the host name.

Chapter 3 - Data Center preparation and migration Retry a Data Center Import



Two servers have the same host nameTwo servers have the same host name. The Installations tree does not allow this configuration.

You cannot import a Data Center Zone server that has the same host name as a Site Zone server that exists in the Installations tree. In this scenario, the import fails for the Data Center Zone server. Change the host name of the Data Center Zone server or Site Zone server and retry the import.

You can import a Data Center Zone server that has the same host name as a Data Center Zone server that exists in the Installations tree. In this scenario, the import process deletes the existing Data Center Zone server and then creates the imported Data Center Zone server.

Server or network issuesA server that the import attempts to replace is down, or network connectivity to the server is lost. Investigate and resolve the problem with the server, then retry the data center import.

Retry a Data Center Import

When you import a data center using the Import Data Center Configuration feature, the system can return the Failed status for one or more Installations tree nodes. If the system returns the Failed status, troubleshoot the reason for the failure, and then retry the Data Center Import.

When you retry the data center import, the system performs the following:

Examines the last data center configuration XML file that was imported.

Determines if any Installations tree nodes exist in that XML file that have not yet been imported successfully into the Installations tree.

Attempts to import into the Installations tree any nodes it finds in the XML file that have not yet been imported.

Before you begin You have received the Failed status for an Installations tree node when using the

Migration Import feature to import a data center.

You have performed troubleshooting and corrected the reason the Installations tree node failed to import.

Procedure1 Select System Management > Enterprise > Data Center Migration Status -

Internal Use Only.

2 Click the Retry icon .

NOTE If you receive the Failed status for an Installations tree node after retrying the data center import, you can troubleshoot the problem again and then retry the data center import again.

Chapter 3 - Data Center preparation and migration Validate the Server Role Configuration



Validate the Server Role ConfigurationThe Data Center server role configuration is validated against the last successfully imported data center configuration.

If the server role configuration has not been successfully imported, the server role configuration is validated against the original V12.0 SP1 server role configuration.

When you validate the server role configuration, a Role Validation screen displays all critical configuration differences between the imported server role configuration settings and the exported server role configuration settings.

Troubleshoot and resolve each of these server role configuration differences to avoid serious problems on the migrated servers.

Before you beginVerify that you have imported the data center configuration successfully and the Advanced mode is on.

NOTE Validating the server role configuration ensures that no server role settings are changed to values that can adversely affect server performance during the server migration process.

Mistakes can occur during the server migration procedures that cause critical server role settings to have different values when imported than they had when exported. These configuration differences can cause serious problems, such as a loss of recordings, on a migrated server.

Chapter 3 - Data Center preparation and migration Resolve Server Role Validation configuration problems



Procedure1 Click System Management > Enterprise > Data Center Migration - Internal

Use Only.

2 Click the Server Role Validation icon .

3 On the Role Validation screen, each item listed represents a critical server role setting that is configured in a way that could adversely affect server performance.

Resolve each configuration problem listed on the screen.

Review the information appearing in the Description column on the screen to understand the particular configuration problem associated with each item.

4 Click Close after you have resolved all problems that caused each server role setting to display on the Role Validation screen.

Resolve Server Role Validation configuration problems

There are some common configuration problems that cause server role settings to display on the Role Validation screen when you validate the server role configuration. Resolve these configuration problems to ensure that the migrated server operates correctly.

The problems and their solutions include:

A server role setting has a different New Value (imported value) than Old Value (exported value)Solution: For each imported server role setting listed on the Role Validation screen that has a different New Value than Old Value, manually change the current value (or New Value) back to the Old Value. For example, go to the System Management > Enterprise > Settings screen for the server role, and manually change the setting to the Old Value.

The Contact OLTP Database server role has different retention values than the old values.Solution: Ignore the alarm and leave the new value.

NOTE Some database server role purge settings display on the Role Validation screen only if the imported value is less than the exported value. Problems, such as loss of recordings, can occur only when these settings have lower imported values than exported values. These database purge settings do not display on the Role Validation screen if the imported value is greater than the exported value.

Chapter 3 - Data Center preparation and migration Update InstanceIDs of Speech Analytics Application Servers



Update InstanceIDs of Speech Analytics Application Servers

The instance ID of the imported Speech Application Service server role can be different from the instance ID of the exported server role.

The Role Validation screen specifies the differences between the old value and the new value of the Instance ID.

To resolve this mismatch, change the instance ID of the imported Speech Application Service server role to the value of the instance ID of the exported server role.

Procedure1 Log on to the Enterprise portal as the system administrator.


3 Click More Actions, and select Turn Advanced Mode On.

4 From the installation tree, expand the Speech Analytics Application server and do the following:

a. Select the Speech Application Service.

b. Look for the Name of the Project.

c. Click Override Instance ID.

d. Set the instance ID as per the V12.0 SP1 Speech Analytics Application servers mapping.

e. Click Save.

If an error message about IIS service down occurs, ignore it (close the message).

NOTE In side-by-side scenario, the correct Instance ID can be found also in the IFA-conf.xml located in %Impact360SoftwareDir%Conf\roles\IFA on each of the V12.0 SP1 Speech Analytics Application Server.

Chapter 3 - Data Center preparation and migration Restart the WFO_ProductionDomain_ProductionServer service on the



Restart the WFO_ProductionDomain_ProductionServer service on the V15.1 Application Servers

Restart the WFO_ProductionDomain_ProductionServer service on the V15.1 on Application Servers to implement the V15.1 license.

Procedure1 On the V15.1 Application Server, open Windows Services.

2 Restart the WFO_ProductionDomain_ProductionServer service.

3 If the Application Servers are clustered, repeat this procedure on every Application Server in the cluster.

Chapter 3 - Data Center preparation and migration Unblock configuration distribution in V15.1



Unblock configuration distribution in V15.1Configuration changes must be distributed to the updated servers. In addition, a verification of the InstanceIDs in the V15.1 Speech Analytics Application servers is required.

Procedure1 Unblock the configuration distribution on the Speech Analytics Application servers

that were updated.

2 Verify in the System Monitor that the configuration distribution completed successfully.

3 Verify that no configuration changes are pending for the Speech Analytics Application servers, by ensuring that the Pending Messages icon is not displayed in Enterprise Manager.

4 For each Speech Analytics Application Server, go to %Impact360SpeechDataDir%SpeechCatData, and open the SpeechCat.Prop file with a text editor.

5 Verify that the V12.0 SP1 InstanceID appears instead of the V15.1 InstanceID.


Block configuration distribution in V15.1 and stop services

Before any data migration, the configuration distribution in V15.1 system must be blocked to prevent the Enterprise Manager from sending configuration changes to the servers. In addition, stop some of the services.

Procedure1 In the Enterprise Manager, select the Enterprise (root) node in the System

Management > Enterprise > Settings, and block the configuration for the entire Enterprise (if not already blocked).

2 On the V15.1 DC servers where the following services exist, open the Windows Services panel (not the Watchdog Control Panel). Stop the following services manually:

On the server hosting the Framework Applications server role:

- WFO_ProductionDomain_ProductionServer


On the server hosting the Speech Analytics server role:


Chapter 3 - Data Center preparation and migration Block configuration distribution in V15.1 and stop services



- Impact Configuration & Monitoring Service

3 If the Application Servers are clustered, repeat Step 2 to stop the services on every Application Server in the cluster.


Chapter 3 - Data Center preparation and migration Migrate QM and Archive Databases



Migrate QM and Archive DatabasesThe interactions data migration is a process of converting the V12.0 QM and Archive Databases to match the V15.1 database schema.

The migration process runs on the V15.1 server hosting the Contact Databases. The following illustration provides a high-level workflow of the interactions data migration.

Interactions data migration workflow:

1 Prepare for interactions data migration, page 74: Before interactions data migration, you obtain and install the data migration tool, verify databases are restored, increase database size, and verify service account permissions.

2 Set interactions migration parameters, page 75: Set the parameters in the data migration tool. The data migration tool validates the connection to the system, and determines the data migration and index rebuild methods.

3 Migrate V12.0 SP1 QM and Archive databases to V15.1 databases, page 85: After setting the parameters for the databases migration and starting the migration, the Data Migration Execution tool (SR) is launched automatically with the validated data migration settings.

4 Monitor the interactions migration progress, page 86: The Interaction Data Migration Monitor displays a graphical real-time progress of the V12.0 to V15.1 data migration for the Interaction databases.

Finalize the migration

Monitor the migration progress

Source Data Center(in Maintenance mode)

V15.1 Data Center(in Maintenance mode, and

source databases are restored)

Databases

backup

Set migration parameters2

4

5

Migrate source databases to

V15.1 databases

3

Prepare for interactions data

migration

1

Chapter 3 - Data Center preparation and migration Prepare for interactions data migration



5 Finalize the interactions migration, page 88: After interactions data migration is completed successfully, finalize the interactions data migration. The finalize migration process enables the jobs that were disabled during the interactions data migration, updates the status of upgrade tables, and revert SQL configurations to the previous state (before the interactions data migration started).

Prepare for interactions data migrationBefore interactions data migration, you obtain and install the data migration tool, verify databases are restored, increase database size, and verify service account permissions.

Preparation details

Step Details

Obtain and install the data migration tool

1 If not done yet, obtain the Interactions Data Migration Tool V12.0 to V15.1.

2 Install the Interactions Data Migration Tool on the V15.1 server hosting the Contact Database role.

Verify V12.0 SP1 databases are restored to V15.1

Verify on V15.1 Data Center that the following databases are restored from backup: Contact OLTP Database (LocalContact) Contact Database (CentralContact) QM Database (CentralApp) Interaction Data Warehouse (CentralDWH) Archive

Increase database size

To enable best performance during migration, do the following:

1 Verify that the customer has added disk space to the database storage on the V12.0 SP1 system according to the V15.1 Customer Furnished Equipment Guide.

2 In the Enterprise Manager, for each database role increases the database size according to the Configuration Report.

Verify service account permissions on V15.1

Verify service account permissions on V15.1.

Related topicsUser account requirements per migration tool, page 139

Chapter 3 - Data Center preparation and migration Set interactions migration parameters



Set interactions migration parametersSet the parameters in the data migration tool. The data migration tool validates the connection to the system, and determines the data migration and index rebuild methods.

Procedure1 Log on with the Installation User Account to the V15.1 server hosting the Contact

Database role (which is installed with the data migration tool).

(The Installation User Account must have Windows Interactive Logon permission).

2 From the notification area, right-click the System Tools and select Run > Interactions Data Migration Setup Tool V12.0 to V15.1.

Set Maximum SQL Server Memory (optional)

To improve the migration performance, set the Maximum SQL Server Memory in the servers that host the QM Database and Interactions Data Warehouse.Do the following:1 Open the Microsoft SQL Management Studio.2 On the Object Explorer, right-click the SQL Server node

and select Properties.3 On the Server Properties window, select the Memory

page.4 In the Server memory options section, set the Maximum

server memory to 75% of the total RAM of the server.

Verify maintenance mode

Verify that both systems are in maintenance mode.

Step Details

IMPORTANT Do not configure any parameters or distribute configuration during the interactions data migration process.




The Welcome page appears.

3 Click Next.The V15.1 Framework Database Connection and Management Account Details page appears.

4 Do the following:

a. In the Framework Database section, set the following:

- SQL Server address: set IP or name of the SQL Server. It can be also a remote SQL Server address.

- SQL Server Port: set the port to connect to the Framework Database in the SQL Server.

- Server Role Address: set the address of server hosting the Framework Database server role. In SQL cluster or remote SQL, the address is the Database Management Server address (DBMS).

b. In the Database Management Account, set the user name and password of the Database Management Account.

c. In the Management Service Account, set the user name and password of the Management Service Account.




Click Next.The tool validates the connection. The Migration Path Selection page appears.

5 In the Migration Path Selection page, do one of the following:

For a New data migration, select the New Data Migration option.

For an existing data migration, select the Existing Migration option.




Click Next.The tool discovers the connection details of the relevant servers based on the details stored in the Framework Database. The V12.0 Source Active Directory Connection Details page appears.

6 In the V12.0 Source Active Directory Connection Details page, do the following:

a. In the V12.0 Active Directory (ADAM), do one of the following according to the migration scenario:

For side-by-side, set the host name and port of the V12.0 Active Directory (ADAM).

For hardware reuse, set the host name and port of the Active Directory (ADAM) as you set in the Answer.txt file (example, LocalLDAPPortToListenOn=50010).

b. In the V12.0 Active Directory (ADAM) User Credentials, do one of the following according to the migration scenario:

For side-by-side, set the V12.0 Management Service Account (IMSA).

For hardware reuse, set V15.1 Installation User Account.

c. Click Next.




The V15.1 Destination Connection Details page appears.

7 In the V15.1 Destination Connection Details page, verify the connection details. If required, modify according to the actual connection details of the following:

Contact OLTP Database

Contact Database

Archive Database

QM Database

Interaction Data Warehouse

Active Directory (ADAM)

NOTE In the connection details, it is recommended using values of the same type (IP address, host name, or FQDN) throughout the migration process.




Click Next.

The tool validates the values. The Migration Mode Selection and Status page appears.

8 In the Migration Mode Selection and Status page, select the required migration mode to run based on the data migration time calculation. The mode you select determines the required migration time.

Run Data Migration for the following database simultaneously:

Select this option to migrate all Interaction databases simultaneously (recommended in a distributed databases deployment).

Clear this option to migrate the Interaction databases sequentially in the order as specified in the page.

Rebuild all table indexes as part of data migration process:

Select this option to rebuild all table indexes during the data migration process.

Clear this option to rebuild only the mandatory and recent data indexes during the data migration process. (Mandatory indexes include primary table keys. Recent data indexes include the current month, previous month, and next




month.) The remaining indexes are rebuilt automatically later (during the allocated time and maintenance time).

Allocated time for migration (in minutes):

This setting applies when Rebuild all table indexes as part of data migration process is cleared.

If the data and mandatory indexes migration takes less than the time you set, the remaining time is used for starting the rebuild of the rest of indexes. Otherwise, the indexes rebuild continues during the maintenance time.

Once you select the migration mode, the Estimated migration duration is displayed.

NOTE The Migration Mode Selection and Status page also specifies the estimated time for the data migration based on the existing data to migrate and the selected migration mode.

Allocated time for data migration

Data migration completes

Data migration starts

Time

Data migration and rebuild mandatory indexes including recent indexes

Rest of indexes rebuild starts

Rest of indexes rebuild continues during maintenance time




Click Next.The Validation page appears.

9 In the Validation page, click Validate.

The data migration setup tool validates the migration settings. The validation time depends on the actual system performance and amount of data. A table and a validation summary display the status results. Follow these guidelines:

If an Error appears, do not proceed with the migration. Correct the errors and then validate again.

If a Warning appears, check the warning description and correct the problem accordingly. A warning does not prevent you from continuing the migration. You can continue, but it is recommended to fix the problem first.

After fixing the problem you can click Validation or right-click the step and select Run Validation.




Click Next.The Interactions Data Migration Setup Summary page appears.

10 In the Interactions Data Migration Setup Summary page, do the following:

a. Check the data migration setup summary.

b. To save the migration settings summary in HTML format, click Save and save the file in a location of your choice.

c. To continue with the data migration, select Accept Migration Settings and click Next.




The Ready to Start Interactions Data Migration page appears.

11 In the Ready to Start Interactions Data Migration page, do the following:

a. To monitor the data migration, click Data Migration System Monitor.b. To start the data migration, click Finish.

The Data Migration Execution tool (SR) is launched automatically.

c. If you do not want to start the data migration immediately, select Exit without starting migration, and click Finish.

The migration settings are saved in the Framework Database so that you can run this tool again with these migration settings.

Chapter 3 - Data Center preparation and migration Migrate V12.0 SP1 QM and Archive databases to V15.1 databases



Related topicsInteractions data migration time calculation, page 21

Interactions data migration troubleshooting, page 131

Migrate V12.0 SP1 QM and Archive databases to V15.1 databases

After setting the parameters for the databases migration and starting the migration, the Data Migration Execution tool (SR) is launched automatically with the validated data migration settings.

Procedure1 In the Welcome page, set the user name and password of the Installation User

Account and click Apply.

The Migration Path Selection page appears.

Chapter 3 - Data Center preparation and migration Monitor the interactions migration progress



2 In the Migration Path Selection page, click Next.The Migration Flow page appears.

3 In the Migration Flow page, select all components on the main root tree, and click Next.The Final Check page appears.

4 In the Final Check page, verify that no error appears (all indicators are green).

Click Next.The Ready to Migrate page appears.

5 In the Ready to Migrate page, click Migrate.

The interactions data migration starts. When the interactions data migration completes, the SQL maintenance jobs resume.

Monitor the interactions migration progressThe Interaction Data Migration Monitor displays a graphical real-time progress of the V12.0 to V15.1 data migration for the Interaction databases.

The interaction databases include the following:

Contact OLTP Database (LocalContact)




Procedure1 You can run the data migration monitor in one of the following methods:

From the Ready to Start Data Migration page of the Data Migration Setup Tool, click Data Migration Status Monitor.

From system tools area, right-click System Tools, and select Run > Interactions Data Migration Monitor V12.0 to V15.1.

The Data Migration Monitor window appears.

Depending on the method of running the data migration monitor, the V15.1 Databases section displays the following:

If you run the data migration monitor from the Ready to Start Data Migration page, the host names of the V12.0 databases are displayed.

If you run the data migration monitor from system tools area, the host names of the V12.0 databases are not displayed.

NOTE If this is not the first run, the Migration Execution Tool (SR) does not detect the tasks that are already done successfully. Make sure to select only the tasks that need to be done (failed or not done yet tasks).

Chapter 3 - Data Center preparation and migration Monitor the interactions migration progress



2 To display the data migration progress and status, verify or set (if required) the host name and port of the V15.1 databases. Then click Refresh.

The Data Migration Monitor displays the progress and status of the following:

Data Transfer: Number of rows transferred and total rows to transfer for each table of the databases.

Indexes Rebuilt: Number of indexes rebuilt and total indexes to rebuild for each database.

3 To refresh the display automatically, click the Automatic Refresh option and set the interval in seconds.

4 To modify the table view (for example, sort or filter), right-click the table header and from the shortcut menu select the required option.

NOTE The results indicate mismatch between the Current Rows Transferred and the Total Rows to Transfer, although the status indicates that the transfer is completed (Done). This mismatch is typical. A possible reason for the mismatch, is that some of the V12.0 data are orphaned. For example, a session private data record without a session is not transferred.

Chapter 3 - Data Center preparation and migration Finalize the interactions migration



Finalize the interactions migrationAfter interactions data migration is completed successfully, finalize the interactions data migration. The finalize migration process enables the jobs that were disabled during the interactions data migration, updates the status of upgrade tables, and revert SQL configurations to the previous state (before the interactions data migration started).

Procedure1 Run the Data Migration Setup tool. In the Welcome page, click Next.2 In the Framework Database connection page, click Next.3 In the Migration Path Selection page, select the Finalize Data Migration option, and

click Next.

4 Click Next in all following pages until the Ready to Start Data Migration page appears.

5 In the Ready to Start Data Migration page, click Finish.

The Data Migration Setup tool is closed and the Data Migration Execution tool (SR) opens.

6 In the Welcome page, set the user name and password of the Installation User Account and click Apply.

7 In the Migration Path Selection page, click Next.8 In the Migration Flow page, click Next.9 In the Final Check page, click Next.10 In the Ready to Migrate page, click Migrate.

The Data Migration finalization starts. Wait until the process completes.

Chapter 3 - Data Center preparation and migration Migrate Speech Analytics data



Migrate Speech Analytics dataThe speech data migration is a process of migrating the V12.0 SP1 speech index to match the new system. The migration process runs on the machine hosting the Speech Application Service role, and pushes V12.0 SP1 data to the V15.1 speech databases.

Perform the following procedure for each Speech Analytics Application Server. It is possible to run this migration in parallel for each Speech Analytics Application Server.

The Speech Analytics Application Server Upgrade Tool transfers the transcripts and reports from the source system (V12.0 SP1) to the Products database of the destination system (V15.1).

Before you begin1 For each Speech Application server, copy from the Speech backup the corresponding

Products folder to a location in the network.

2 Obtain the TruncateSpeechProductsTables.bat file (if not done yet), and save it on the server hosting the SpeechProducts Database.

3 Log on to the server hosting the SpeechProducts Database with the Installation User Account.

4 Run Command Line as follows:

a. Go to c:\windows\system64\.

b. Press Shift key and right-click CMD.

c. Click Run as different user.5 In the Windows Security dialog box, type a user name and password of the

Management Service Account.

6 Go to the location of the TruncateSpeechProductsTables.bat file and run the following command only once on the server hosting the SpeechProducts Database:

TruncateSpeechProductsTables.bat <hostname> <port>

Where:

- hostname is the host name or IP address of the server.

- Port is the port that the SQL Server is listening on. Use the following query to obtain the port: [SELECT local_tcp_port FROM sys.dm_exec_connections WHERE session_id = @@SPID)]

This tool empties the SpeechProducts Database (cleans all calls). Do not run this tool after the first run of any Speech Application server migration.

7 Verify that the latest hotfix for the Speech Application server is installed on all Speech Application servers (this KB is mandatory).

NOTE Verify you have R/W access permissions from the V15.1 Speech Analytics Application Server to the new location of the Products folder. Write access is required because the speech migration tool modifies the source files in the Products folder.




Procedure1 On all Application servers, open the Windows Services panel (not the Watchdog

panel) and start the following services manually:

I360 Transcription Repository Service Tomcat

I360 Secure Web Gateway

2 On all Speech Application Servers, open the Windows Services panel (not the Watchdog panel) and start the following service manually:

I360 Secure Web Gateway

3 On the Speech Application Server, open the command line as an administrator.4 Access the following directory:

%Impact360SoftwareDir%Enhanced_Speech\IndexBuilder\Bin\5 Type: Upgrade_11.1_to_15.1.bat.

The Speech Analytics Application Server Upgrade Tool opens.

6 Set the following source folder paths (English characters only. UNC path is supported):

Products source folder path: set the location of the Products folder in the network.

SpeechCatData Source folder path: set the location of the SpeechCatData folder in the source backup location (not the SpeechCatData on the V15.1 Speech Application Server).

7 Click Start Migration to 15.1.

The system starts transferring the transcripts and reports from the V12.0 SP1 system to the V15.1 system, and shows the following status indicators:

Total: Number of transcripts or reports that the system is currently attempting to transfer to the new system.

Succeeded: Number of transcripts or reports that have been transferred successfully to the new system.

Failed: Number of transcripts or reports that did not transfer successfully to the new system.




8 Verify that no failures appear in the Speech Analytics Application Server Upgrade Tool.

If the migration is completed successfully, close the tool.

If the migration displays errors, check the message and the log file specified in the results pane and act accordingly. When running the migration tool again, the tool skips the steps that where successfully migrated and continue from the step that failed.

The migration time can take few hours according to the index size. For details, see Speech data migration time calculation, page 26.

Chapter 3 - Data Center preparation and migration Perform post Data Center migration procedures



Perform post Data Center migration procedures

Perform post Data Center migration procedures to complete the DC migration.

Procedure1 Stop maintenance mode in V15.1 system, page 93

Once the data center migration is completed, the maintenance mode is not required. All services must be started to enable usual operation.

2 Unblock configuration distribution on V15.1 system, page 93

Once the data center migration is completed, unblock the configuration distribution to the managed servers on the V15.1 system.

3 Update Framework Integration Service adapters, page 94

Update the Framework Integration Service (FIS) adapters in V15.1 Data Center.

4 Perform multi-tenancy post migration procedures, page 95

This procedure is only relevant for a system with multi-tenancy license.

5 Update ETL settings in Customer Feedback servers, page 96

This procedure is only relevant for a source V12.0 SP1 system with a working Customer Feedback application. After DC migration, ETL settings may require update.

6 Check service restart alarms, page 96

Check service restart alarms and verify proper operation.

7 Associate the Avaya Contact Recorders to the Content Server role, page 97

To enable the existing Avaya Contact Recorder (ACR) replay calls, the ACR must be associated with the Content Server role. Make sure these associations are in place as failure to do so will stop all replay features in the WFO applications.

Chapter 3 - Data Center preparation and migration Stop maintenance mode in V15.1 system



Stop maintenance mode in V15.1 systemOnce the data center migration is completed, the maintenance mode is not required. All services must be started to enable usual operation.



Unblock configuration distribution on V15.1 systemOnce the data center migration is completed, unblock the configuration distribution to the managed servers on the V15.1 system.

Procedure1 Select the Enterprise (root) node in the System Management > Enterprise >

Settings and unblock the configuration for the entire Enterprise.

2 Distribute the Reporting Services role configuration to deploy V15.1 SSRS reports (these reports were overridden during database restore). Do the following:

a. Go to System Management > Enterprise Settings.

b. Select the server hosting the Reporting Services role, and click Save.

3 If during importing DC configuration, the Speech InstanceIDs were updated, distribute the server that hosts the QM Database server role as follows:

a. Go to System Management > Enterprise Settings.

b. Select the server hosting the QM Database role, and click Save.

4 Verify in the System Monitor that the configuration distribution completed successfully.





Watchdog Enabled and Started

All the services in Watchdog Started

World Wide Web Publishing Service (IIS)(only on Application Servers)

Started

Chapter 3 - Data Center preparation and migration Update Framework Integration Service adapters



Update Framework Integration Service adaptersUpdate the Framework Integration Service (FIS) adapters in V15.1 Data Center.

Procedure1 This step is only relevant in an expansion scenario from L1-L3 to L4 or to L5-L6. The

Framework Integration Service (FIS) adapters must match the new platforms. Do the following:

a. From the V15.1 portal, go to Integration Management > Integration Server > Integration Servers to display the list of Integration servers.

b. Depending on the deployment level expansion, do one of the following:

For L1-L3 to L4 expansion, double-click the Integration server hosted in the Recording & QM Database server, and remove all adapters except the following:

- Internal - Speech Data Loader

- Internal - Contact Distribution

- Internal - Inbox processing

- Internal - Inbox Preferences Validator

- Internal - Unified User Management Sync

For L1-L3 to L5-L6 expansion, double-click the Integration server hosted on the Framework Database server, and remove the following adapters:

- Internal - Unified User Management Sync

- Internal - Speech Data Loader

- Internal - Contact Distribution

- Internal - Inbox processing

- Internal - Inbox preferences validator

2 For an Integration Server that includes the Quality Calculator Adapter, remove the adapter and add it again (this operation prevents internal issues).

Do the following:

a. From the Integration Packages, select Internal - Quality Calculator V11 > Quality Calculator Adapter.

b. From the Configuration Parameters > Scorecard Configuration, take a note of the Scorecard Look Back Days value.

c. Remove the Internal - Quality Calculator V11.

d. Add the Internal - Quality Calculator V11.

e. Set the Scorecard Look Back Days parameter to the same value as you noted in step b.

3 For an Integration Server that includes the Scorecards - Speech Source Measures Import adapter, replace it with a new adaptor as follows:

Chapter 3 - Data Center preparation and migration Perform multi-tenancy post migration procedures



a. From the Integration Packages, select Scorecards - Speech Source Measures Import and remove it.

b. Add the Scorecards - Speech Source Metadata and Measures Import SQL adapter.

c. Expand the adapter and select the sub-component Speech Source MEASURE Import SQL adapter.

d. Select Configure tab, and set the two Look Back Days parameters (according to the customer requirements).

4 Reconfigure all Customer Feedback adapters.

The reason is that in V12.0 SP1, all Customer Feedback adapters were packaged with the Integration Server Installation package. In V15.1, these adapters are packaged in a different installation package under the Framework Data Warehouse role.

Do the following:

a. From the Integration server, remove all Customer Feedback adapters.

b. On the Integration server with the Framework Data Warehouse role, add these adapters.

Related informationIntegration and adapters (Workforce Optimization System Administration Guide)

Adapter configuration (Customer Feedback Administration Guide)

Perform multi-tenancy post migration proceduresThis procedure is only relevant for a system with multi-tenancy license.

Procedure1 Enable QM multi-tenancy feature, page 95

2 Move new user roles to tenant template organization, page 96

Enable QM multi-tenancy feature

After migrating the Data Center servers, it is required to enable the multi-tenancy feature.

Procedure1 From the portal, select System Management > Enterprise > Settings.

2 For each Interaction Applications role on the Enterprise tree, do the following:

a. Select the Interaction Applications role.

b. In the Security Settings section, select the Enforce Org Scope Visibility (Multi-tenancy) option.

Chapter 3 - Data Center preparation and migration Move new user roles to tenant template organization



3 Click Save.

Move new user roles to tenant template organization

As a result of the migration, new user access right roles can be added with default location that is not according to the SaaS configuration guidelines. Move the new user access right roles to the template organization defined for all tenants.

Related informationSet Roles to tenant Template (SaaS Service Provide Reference Guide)

Update ETL settings in Customer Feedback serversThis procedure is only relevant for a source V12.0 SP1 system with a working Customer Feedback application. After DC migration, ETL settings may require update.

The ETL settings must be checked and updated if needed for the V15.1 system to access the customer recording files and run the ETL on schedule.

Procedure1 Log on to the enterprise suite as administrator.

2 Click System Management > Customer Feedback > Settings.

3 If your Customer Recording File Location is different for V15.1, do the following:

Update the Customer Recording File Location field.

Copy all existing recordings from the previous location to the new location.

4 If the Enable Survey Load and Purge check box was cleared before migration, select this field to schedule the ETL to run.

5 Click Save.

6 Log off and then log on again to the server (for the changes to take effect).

Related informationETL settings (Customer Feedback Administration Guide)

Check service restart alarmsCheck service restart alarms and verify proper operation.

Procedure1 Open the Alarm Dashboard.

2 Check for service restart alarms and follow the instruction to correct it.

3 Connect to each primary Speech Transcription Server of each Speech Transcription cluster on all sites, and restart the Storage Manager service.

Chapter 3 - Data Center preparation and migration Verify customer post DC migration requirements



Verify customer post DC migration requirementsAfter the Data Center migration procedure, the customer performs post DC migration procedures that are part of the customer responsibilities.

Procedure1 Verify that the customer performs the post DC migration procedures.

2 Specifically, make sure the desktop applications point to the V15.1 DC.

Related informationAfter the Data Center migration (WFO V12.0 SP1 to V15.1 Migration Deployment Reference Guide)

Associate the Avaya Contact Recorders to the Content Server role

To enable the existing Avaya Contact Recorder (ACR) replay calls, the ACR must be associated with the Content Server role. Make sure these associations are in place as failure to do so will stop all replay features in the WFO applications.

Procedure1 In the WFO portal, select System Management > Enterprise > Settings.

2 From the Enterprise tree, open the WFO server, and select the Content Server.3 Click the Association tab.

4 On the Association section, for each recorder, select the ACR Recorder.

5 Click Save.

Chapter 3 - Data Center preparation and migration Migrate DPA data



Migrate DPA dataDPA data is migrated in two phases. First, migrating essential data to get the system operational again as quickly as possible. Second, historical log data is migrated gradually, on a nightly basis.

Procedure1 Run the DPA data migration tool, page 98

Run the DPA data migration tool to install the migration jobs and to migrate the database parameters and the source DPA data to the target server.

2 Perform DPA post migration procedures, page 100

DPA post migration procedures are required after the DPA migration downtime.

Run the DPA data migration toolRun the DPA data migration tool to install the migration jobs and to migrate the database parameters and the source DPA data to the target server.

Scheduled jobThe DPA Migration Tool migrates data for a number of days according to the Initial Job Keep Days and the Scheduled Job Keep Days settings.

If the data retention on the source database is set to a number higher than the Keep Days configured for the data migration, then data from older days remain indefinitely.

To regain the database space, it is recommended that once all the data has been migrated, the event_log, pc_log, and Trigger_log tables are removed from the new DPA Database.

Before you begin Verify that the V15.1 system has all appropriate Organization and Users

synchronized between DPA and WFO.

Ensure that there is network connectivity between the source server and the target server that hosts the DPA Database server role.

On the V15.1 server hosting the DPA Database role, create a DPAMigration folder in %impact360datadir%Logs. If the SQL Server is remote, share the DPAMigration folder with read/write permissions for the Installation account and Management Service Account.

NOTE The nightly scheduled job continues to migrate most of the data, so the tool should not take too long to run. For large databases, is possible to disable the initial log data migration and rely solely on the scheduled job.

Chapter 3 - Data Center preparation and migration Run the DPA data migration tool



Procedure1 Run DPA_Migration_Setup.exe on the target server hosting the DPA Database

server role.

2 In the Installer Welcome window type the Installation User Account User name (domain short name and user name) and Password.

3 Select Remember My Password, and click Apply.

4 In the Select Platform window, wait for the Product list to become enabled, and then select DPA 11.1 Migration.

5 Verify that Migrate is selected, and click Next.6 In the Migrate window, ensure that all DPA Data Migration components are

selected.

7 Configure the properties for each component (in the right frame) to control the amount of data to migrate.

For the Log Files Location parameter, set the path to %impact360datadir%Logs\DPAMigration folder.

If the destination SQL Server is remote, provide this folder path as UNC path. For example: \\DBServerName\DPAMigration.

Then, click Next.

Chapter 3 - Data Center preparation and migration Perform DPA post migration procedures



8 The Final Check window validates the property values. If there are errors, return to the Migrate window and reconfigure the property with the error.

When all properties are successfully validated, click Next.9 In the Ready to Migrate window, select the required options to configure the

migration process:

Ignore Component ErrorsSelect this check box to ignore components errors to continue the migration run.

Set log level to DEBUG modeSelect this option to enable debug mode for the installation log, which is useful for troubleshooting.

10 To create a migration settings report, select the check box and click Browse to change the default location.

11 Click Migrate and in the Platform Installation Progress wait for the migration to complete.

The window provides continuous status information on the migration progress. If necessary, troubleshoot any errors.

Browse to the %impact360datadir%LogsDPAMigration folder and review the logs for errors.

Review SQL Server error messages.

12 When a migration success message appears, click OK.

Perform DPA post migration proceduresDPA post migration procedures are required after the DPA migration downtime.

Procedure1 Start the IIS service on the V11.1 DPA server, page 101

On each V11.1 DPA Applications server, start the IIS service. The old clients are offline, but send offline data to the new server.

2 Start V11.1 DPA configuration service, page 101

Perform to un-license legacy clients after a successful DPA data migration.

3 Create alerts to replace V11.1 DPA server-side email triggers, page 101

Server-side DPA trigger commands that invoke email messages, are deprecated in V15.1. The functionality is now achieved through foundation alerts.

4 Configure DPA integrations, page 102

Configure DPA integrations with Recording, Scorecards, Adherence and/or VCT as required, according to the instructions in the DPA Configuration Guide.

5 Review the gradual migration job after the migration downtime, page 102

During the following week, review the scheduled migration job to determine the length of time required to complete the full data migration.

Chapter 3 - Data Center preparation and migration Start the IIS service on the V11.1 DPA server



Start the IIS service on the V11.1 DPA server

On each V11.1 DPA Applications server, start the IIS service. The old clients are offline, but send offline data to the new server.

Procedure1 Open Windows Services.

2 Start the World Wide Web Publishing Service (IIS service).

3 Ensure that the Startup Type is set to Automatic start.

Start V11.1 DPA configuration service

Perform to un-license legacy clients after a successful DPA data migration.

If any clients do manage to send data to the legacy service, data will appear in the flushed folder.

Procedure1 Start the DCUAppPool Application pool in IIS.

2 Check the Flushed folder, located at [software drive]:\Verint\Data\Flushed.3 Contact support if a large amount of XML files are present after the migration job in

the flushed folder.

Create alerts to replace V11.1 DPA server-side email triggers

Server-side DPA trigger commands that invoke email messages, are deprecated in V15.1. The functionality is now achieved through foundation alerts.

Procedure1 Browse to WFO > Tracking > Organization Rules.

2 Create an organizational alert, and select the Desktop Analysis rule type.

3 Define a DPA trigger with a Notify WFO Alerts trigger command, and enter the name of the organization alert as the Rule Name.

Related informationConfigure DPA to Trigger an Organization Alert (Desktop and Process Analytics Configuration Guide)

Chapter 3 - Data Center preparation and migration Configure DPA integrations



Configure DPA integrations

Configure DPA integrations with Recording, Scorecards, Adherence and/or VCT as required, according to the instructions in the DPA Configuration Guide.

DPA Adherence integration changeDue to architectural enhancements, the path configured in the Generic - FTCI - File Time Collection Interface adapter must be updated.

Procedure1 Verify the DPA Adherence feed folder in the DPA Database server role configuration.

Default Adherence feed folder:

[data and logs directory]\data\DPA\AdherenceFeed)

2 Point the Generic - FTCI - File Time Collection Interface adapter to the DPA Adherence Feed folder.

Related informationDesktop and Process Analytics (DPA) Configuration Guide

Review the gradual migration job after the migration downtime

During the following week, review the scheduled migration job to determine the length of time required to complete the full data migration.

Estimate the full migration job length by extrapolating from how long it took to move one week of data during the initial migration kit.

Scheduled Log Data Migration Job DurationThis value was set in the DPA Migration Tool. Note the value that was set. The default is 5 hours, but could be set at any integer from 1 to 24.

Procedure1 On the server hosting the DPA Database role, open the SQL Server Management

Studio.

2 Expand SQL Server Agent, and then expand Jobs.

3 Right-click the DPA Migration - All Log Data job, and then click View History.

4 View the job history in the Log File View and click Refresh to update the job history.

If the job took the full five hours (default value), then not all data has been migrated. Data migration will continue the next time the job begins.

If the job completes in less than the full five hours, all remaining data was moved the last time the job ran.

Chapter 3 - Data Center preparation and migration Run SAT and complete DC migration



Run SAT and complete DC migrationOnce V15.1 Data Center migration completes, it is required to validate that the V15.1 Data Center operates properly by running SAT, start DPA legacy data service, and decommission the V12.0 SP1 Data Center.

Procedure1 Run full SAT on the V15.1 Data Center.

2 Start DPA legacy data service. The DPA legacy data service enables flow of data from existing DPA clients to the V15.1 server hosting DPA Applications.

Do the following:

a. Logon to the V15.1 system with a system administrator account.

b. Browse to System Management > Enterprise > Settings.

c. Select the DPA Applications role.

d. Select Receive Legacy Data, and click Save.

3 Decommission the V12.0 SP1 Data Center.

What to do nextSites upgrade, page 104

C h a p t e r 4

Sites upgrade

Sites are upgraded gradually (site-by-site) following the Desktop and Data Center upgrade.

Topics Sites upgrade workflow, page 105

Prepare site servers for upgrade, page 106

Recorders upgrade, page 107

Import Manager upgrade, page 108

Speech Transcription upgrade, page 120

Customer Feedback Survey server upgrade, page 126

Check System Monitor and decommission the replaced servers, page 129

Chapter 4 - Sites upgrade Sites upgrade workflow



Sites upgrade workflowSites are upgraded gradually (site-by-site) following the Desktop and Data Center upgrade.

The order of the site-by-site upgrade depends on the site type. Start the site upgrade with sites that include one of the following servers: CAM and Speech Transcription servers. Once all these sites are upgraded, you can start with the remaining sites.

Customer Feedback Survey servers can be upgraded in parallel to other servers in the site.

For recorders upgrade, refer to Avaya Contact Recorder Upgrade Guide.

NOTE Some of the site servers can be reused and some can only be replaced by new machines. Refer to the procedure details for each site server. For servers replacement, prepare the machines in advance.

Install Speech Analytics

Transcription servers

Check System Monitor

Prepare Speech Analytics

Transcription servers for upgrade

Configure Content Server

for external storage

Upgrade Customer Feedback

Survey server

Back up source Customer

Feedback Survey server

configuration files

Prepare site servers for upgrade

Upgrade recorders

Recorders upgradeRecorders upgrade Customer Feedback upgrade

Customer Feedback upgrade

End

Speech Analytics Transcription

post-upgrade

Speech Analytics

Transcription upgrade*Speech Analytics

Transcription upgrade*

Data Center and Desktop applications

upgraded to V15.1

* If Import Manager and Speech Transcription

Server roles are hosted on the same server,

follow the Import Manager upgrade procedure.

Import Manager upgrade*Import Manager upgrade*

Prepare Import Manager for

upgrade

Configure Speech Transcription

Service Role

Prepare Import Manager with

Speech Analytics Transcription

server for upgrade

Install and configure Import

Manager server

Customer Feedback Survey

server post upgrade

pg 129

pg 106

pg 126pg 120pg 108pg 107

Chapter 4 - Sites upgrade Prepare site servers for upgrade



Prepare site servers for upgradeBefore upgrading the site servers, make sure that the Site servers are ready for the upgrade.

Prerequisite Description

Installation package

The details of the installation package are specified in the relevant release note.Verify that the customer has the latest revision of the installation package, and has copied the content to a shared storage location.The storage must be connected through LAN (do not use storage connected through USB). In addition, continuous connectivity during the entire installation process must be provided.

Supported browsers

The supported browsers in V15.1 include: IE9, IE10, and IE11 32-bit in Native mode only (IE7 and IE8 are not supported).

V15.1 language model for Speech Transcription upgrade

Verify that the V15.1 language model relevant to the customer business is available. If the V15.1 language model is not available, do not continue with the site upgrade.

Related informationLanguage Model Configuration and Distribution User Guide

Make a note of scheduled extraction jobs in V12.0 SP1 Import Manager

For a site with Import Manager role enabled, all scheduled extraction jobs will be disabled after the upgrade. Therefore, make a note of the enabled extraction jobs before the upgrade, so that you can manually enable them after the upgrade is completed.

Related informationEnable and Disable Extraction Jobs (Interaction Data Import Manager Configuration Guide)

Requirements for SSL

If SSL certificate SHA2 is used in the Data Center, install RSCommon KB107248 or later on all site servers.

Create disk image

For hardware reuse scenario, create a disk image of each site server, using customer IT tools.

Chapter 4 - Sites upgrade Recorders upgrade



Recorders upgradea. Before proceeding, launch Recorder Manager and go to Operations > Start

and Stop, and start the Recorder Archiver Service.

Upgrade your Avaya recording system from any one of several supported starting points to the latest version of Avaya Contact Recorder.

Plan precisely how to upgrade your system. Ultimately, you have to plan one of the following approaches:

“Big bang”All servers upgraded at once

Phased upgradeA subset of servers upgraded in each phase. If you have a fault tolerant system, some phases may not require any downtime if the remaining servers support the load while you upgrade others.

Overlapping systemsAs an alternative to upgrading existing servers, deploy a brand new system alongside them and migrate recording from the old to the new. Eventually, inactivate and then decommission the old servers. If you move to new hardware, consider whether the number of servers in use is still appropriate. It is often possible to merge or replace multiple older servers with a single new one.

Related informationAvaya Contact Recorder Upgrade Guide

Chapter 4 - Sites upgrade Import Manager upgrade



Import Manager upgradeUpgrading an Import Manager is actually installing and configuring a new V15.1 Import Manger with the same settings as in V12.0 SP1 Import Manager. The existing V12.0 SP1 server can be reused (format and install) or replaced. You can upgrade the Import Manager server in parallel to all other Site servers.

This procedure also covers upgrading a server hosting both Import Manager and Speech Transcription server roles (collocated Import Manager and Speech Transcription).

Collocated Import Manager and Speech Transcription in a clusterIf the collocated Import Manager and Speech Transcription server is part of a cluster in the source system, then you must separate the Import Manager from the Speech Transcription in the target system.

In V15.1, the transcription rate is doubled related to V12.0 SP1, therefore, there is no degradation resulting form separating the Import manager for the Speech Transcription.

Procedure1 Prepare Import Manager for upgrade, page 109

2 Prepare Import Manager with Speech Transcription server for upgrade, page 110

3 Install and configure Import Manager server, page 112

4 Configure Speech Transcription Service Role, page 116 (not relevant for a collocated Import Manager and Speech Transcription in a cluster)

Source Site

Collocated Import

Manager and primary

Speech Transcription

Server

Secondary Speech

Transcription

servers in a cluster

V15.1 Site

Import Manager

Server

Speech Transcription

servers in a cluster

(no primary or

secondary)

Chapter 4 - Sites upgrade Prepare Import Manager for upgrade



Prepare Import Manager for upgradeThis procedure applies to both standalone IM server and a server hosting both IM and Speech Transcription server roles.

Procedure1 Disable the V12.0 SP1 extraction jobs.

Import Export Engine

Recorder Archiver Service

2 Copy the following Import Manager-generated configuration files from the V12.0 SP1 server to a share on the network that can be accessed by the V15.1 server:

<AvayaAura>\Data\Logs\EE\job-history

<AvayaAura>\Data\ExtractionEngine\QMImports

<AvayaAura>\Data\ExtractionEngine\config\jobs.xml

3 Copy the Media processing cache file from the V12.0 SP1 system directory from the V12.0 SP1 server to a share on the network that can be accessed by the V15.1 server. The Media processing cache file path is configurable in Import Manager under System > General Settings.

The default path is:

<AvayaAura>\Data\ExtractionEngine\repositories\MPC

4 Make a note of scheduled extraction jobs in V12.0 SP1 Import Manager.

For a site with Import Manager role enabled, all scheduled extraction jobs will be disabled after the upgrade. Therefore, make a note of the enabled extraction jobs before the upgrade, so that you can manually enable them after the upgrade is completed.

5 Make a note of the following Recorder Manager configuration settings:

Call Path Buffer, including the drive and the full path.

Disk Manager settings.

Archive Drives, including the Drive Name, all related settings for each drive, and the watermark.

- Get the campaign schedule(s) used by the Recorder.

- Note any drive(s) archiving to a network drive.

6 Retrieve the value of NextCallInum from the following registry key:

HKLM\Software\Wow6432Node\Witness\eQRecord\NextCallInum

7 Verify that all imported calls are consolidated as follows:

Chapter 4 - Sites upgrade Prepare Import Manager with Speech Transcription server for upgrade



a. From the Data Center Database Platform (V15.1), run the following SQL statement:

SELECT * from LocalContact.dbo.Sessions_inums where INum =<NextCallInum-1>

where <NextCallInum-1> is one less than the value of retrieved from the registry in Step 6.

b. Verify that the result is not an empty row, which means all calls are consolidated.

8 Copy the Calls Path Buffer folder from the server you are upgrading to a shared folder on the network.

You can find the Call Path Buffer folder location in Recorder Manager > General Setup > Recorder Settings.

Prepare Import Manager with Speech Transcription server for upgrade

This procedure applies to a server that hosts both Import Manager and Speech Transcription server roles. If the Import Manager is standalone, skip this procedure to Install and configure Import Manager server, page 112.

On each Speech Transcription server in the Site, validate that the transcription of all calls existing in backlog is completed before you start the Speech Transcription server installation. Calls that remain in the backlog will not be transcribed after the upgrade.

The %impact360DataDir%ContactData folder on each of the Transcription servers contains missions for contacts that are not yet transcribed. Based on the number of missions left, determine the start date for the V15.1 transcription rules.

There are two options for performing this procedure according to the time left for transcription. Perform one of the following options for each primary Transcription server:

Preparation for a common use case, page 111. If the time left for transcription is less than five hours, wait until the transcription is completed and check the backlog.

Preparation for large backlog, page 111: If the backlog is large and estimated time would exceed five hours, document the earliest contact in the transcription backlog but yet not transcribed.

Before you beginEstimate the time left for transcription as follows:

1 Log on to the primary Transcription server.

2 Open the %impact360DataDir%ContactData folder.

3 Right-click and select Properties to find out the number of files exist in the folder (N). The number of existing files are the number of missions left to transcribe.

Chapter 4 - Sites upgrade Preparation for a common use case



4 Calculate the time left for transcription (T) as follows:

T = N/(X * 375)

Where:T - time left for transcription.

N - number of files exist in the folder.

X - number of transcription servers in the site.

Example:For a site containing three transcription servers, and 5000 missions to transcribe, wait about 4.5 hours.

Preparation for a common use case

If the time left for transcription is less than five hours, wait until the transcription is completed and check the backlog.

Procedure1 Stop and disable the Watchdog service.

a. On the primary Speech Transcription server only, stop the Storage manager service (this service stops generating missions for transcription).

2 Open Windows Task Manager. Select the Processes tab and wait until the decoder.exe process disappears. That is, the Transcriber service has completed the transcription missions in the queue.

3 Check that the following folders and sub folders are empty (*.log files and empty folders can remain):

%impact360DataDir%ContactData

%impact360DataDir%Products

4 If files still exist, wait until no files exist.

Preparation for large backlog

If the backlog is large and estimated time would exceed five hours, document the earliest contact in the transcription backlog but yet not transcribed.

Procedure1 Log on to the primary Transcription server with user manager account.

2 Stop and disable the Watchdog service.

NOTE Do not stop the Transcriber service.

Chapter 4 - Sites upgrade Install and configure Import Manager server




b. Stop the Transcriber service.


The contactData folder contains sub folders named by dates and contain XML files. These XML files include metadata about the contacts to transcribe.

4 Find the folder name with the earliest date that contains XML files. Document the date of this folder. If the date you document is older than a month, it can indicate a flaw in the system, that requires consulting with the customer regarding the historical period required to transcribe. In this case, contact the Project Manager to help with determining the required date.

5 Document the earliest date between the dates you documented for each of the primary Transcription servers.

Install and configure Import Manager serverInstall and configure a new V15.1 Import Manger with the same settings as in V12.0 SP1 Import Manager. The existing V12.0 SP1 server can be reused (format and install) or replaced.

Procedure at a glance:

1 Install V15.1 Import Manager, page 112.

2 Install SSL certificates and update watermark, page 113.

3 Copy Call Path Buffer and verify NextCallInum, page 114.

4 Configure the V15.1 Import Manager, page 114

Install V15.1 Import Manager1 Prepare the new, V15.1 Import Manager.

If replacing the Import Manager with a new server:

- Prepare the new V15.1 Import Manager server as per requirement specified in the Workforce Optimization Customer Furnished Equipment (CFE) Deployment Reference Guide.

If reusing the existing Import Manager server:

- Format the server and install OS (Windows 2012 R2).

- Set the server name to be the same as was previously used.

2 Install the V15.1 Recorder platform on the new or the reused server.

3 For an Import Manager with Speech Transcription Servers cluster, repeat Step 1 and Step 2 for all Speech Transcription Servers in the cluster.




Install SSL certificates and update watermark1 If the Import Manager has a new server name, generate a new SSL certificate with

the new name.

2 If SSL is enabled on the system, install SSL certificates as per the guidelines in the Security Configuration Guide.

3 In Enterprise Manager, update the settings for the Import Manager.

Go to System Management > Settings, and then select the Import Manager server.

If you replaced the server, do the following:

- Modify the Name, Server Name, and HTTP Alias fields with the name of the new Import Manger server.

- Modify Port to 80 and SSL Port to 443.

- Click Save.

If you reused the existing server with the same server name, do the following:

- Modify Port to 80 and SSL Port to 443.

- Click Save.

4 Wait for the distribution of the new configuration settings to complete successfully.

5 Update the watermark in Recorder Manager so all calls in the Recorder’s call buffer are not consolidated again:

a. In Recorder Manager, go to General Setup > Database Settings.

b. Select the entry for the server, and then click Edit. The Web Service Settings page is displayed.

c. For the Watermark field, select:

- Change current value to- Select a date and time that is 12 hours prior to the last call in the

Recorder’s call buffer

d. Click Save.

NOTE If the Import Manager is deployed with a Speech Transcription cluster, the configuration distribution is blocked until the server names are updated in all servers in the cluster (due to version mismatch across servers in a cluster). Once all server names are updated to the new V15.1 server names, the configuration distribution is automatically unblocked.

NOTE All Archive drives will be new to the Recorder. As a result, all Archive activity will resume from the last archive.




Copy Call Path Buffer and verify NextCallInum1 Copy the Call Path Buffer folder from the shared network location to the newly

installed Import Manager server. Use the same full path as noted earlier.

2 From the Import Manager server, access Recorder Manager and configure the following items, as noted earlier

Call Path Buffer, including the drive and the full path.

Disk Manager settings.

Archive Drives, including the Drive Name, all related settings for each drive, and the watermark.

- Associate the Recorder with the campaign schedule(s) previously configured.

- For any drive(s) archiving to a network drive, verify the server name in the path uses the server name of the Recorder.

3 Verify that V15.1 NextCallInum is set correctly:

a. Retrieve the value of NextCallInum from the following registry key:


b. Verify that NextCallInum is the same as noted earlier, if not update the value.

4 Restart the Import Manager server.

Configure the V15.1 Import Manager1 In Enterprise Manager, verify that the V15.1 Import Manager is enabled on the

recorder you have prepared.

2 Configure the V15.1 Import Manager as follows:

a. Configure integration settings.

b. Configure general settings.

3 Configure all of the adapters required in the system.

Use the exact same component names in V15.1 that is used in V12.0 SP1. For example, use the same names for custom data, adapters, selection and sampling plans, extraction jobs, and so on.

Import Manager V15.1 supports the following adapters:

DirectFTR

BalanceQM

Cisco

V11Adapter

GenericAdapter

FT Adapter

a. If the source Recorder system is configured with SSL, before you configure the adapters, configure Import Manager to work with SSL on source recorders.




b. Configure a metadata map for each adapter.

4 Set up the Global Adapter configuration.

5 Configure extraction.

a. Set up selection plans and sampling plans.

b. Set up extraction jobs.

c. Make a note of which jobs are enabled. (You will need to manually enable them again after the configuration is finished.)

d. Disable the jobs.

6 Copy the following Import Manager generated configuration files from the backup (created during the preparation step) to the appropriate V15.1 directories, replacing the files on the target V15.1 system:

<AvayaAura>\Data\Logs\EE\job-history

<AvayaAura>\Data\ExtractionEngine\QMImports

7 Copy the Media processing cache file from the backup to the appropriate V15.1 directory.

The Media processing cache file path is configurable under System > General Settings; the default path is:

<AvayaAura>\Data\ExtractionEngine\repositories\MPC

8 Update all Job IDs:

a. Compare the jobs.xml files from the V12.0 SP1 system and the V15.1 system.

b. Update Job IDs of V15.1 version to match those of the V12.0 SP1 version.

Example:

V12.0 SP1 <AvayaAura>\Data\ExtractionEngine\config\jobs.xml

<con:JobConfig enabled="false" id="3" name="DFTR_DurationGreaterThan0">

<con:adapterInst>6;DirectFTR</con:adapterInst>

V15.1 <AvayaAura>\Data\ExtractionEngine\config\jobs.xml

<con:JobConfig enabled="true" id="3" name="DFRT_DurationGreaterThan0">

<con:adapterInst>1;DirectFTR</con:adapterInst>

9 Re-enable the jobs to run as per the schedule configured in the V15.1 version.

10 Manually execute jobs not included in the upgrade.

a. After the first run on the V15.1 system, check the Job Statistics for each job.

b. Identify the time difference from the last run job to the first run on V15.1 to find the time gap.

NOTE The Balance QM Adapter and the Generic Adapter require additional configuration in V15.1.

Chapter 4 - Sites upgrade Configure Speech Transcription Service Role



c. For the identified time gap, manually execute the jobs to extract the calls that were not considered during the upgrade process.

11 Verify that there are no alarms.

Related informationRecorder Configuration and Administration Guide

Configure system settings (Interactions Data Import Manager Configuration Guide)

Adapter configuration and metadata mapping (Interaction Data Adapters Guide)

Global Adapter configuration, call extraction configuration, and configuration validation (Interactions Data Import Manager Configuration Guide)

Configure Speech Transcription Service RoleThis procedure only applies to a server that hosts both Import Manager and Speech Transcription Service Roles.

If the collocated Import Manager and Speech Transcription server is part of a cluster in the source system, then you must separate the Import Manager from the Speech Transcription. For this scenario, skip this procedure and make sure that the Import Manager is not part of the Speech Transcription cluster.

The relevant Speech Transcription Service Roles must be associated to both the Legacy Extraction Manager and the Import Manager roles in order for calls to be pushed into the Speech Analytics application.

If the relevant Speech Transcription Service roles are on server(s) that are under the same Site Group as the upgraded Import Manager server, then these associations are made automatically. Otherwise, you must configure the associations manually.

Procedure1 From the Enterprise Manager, enable the Speech Transcription Service role.

2 In the Installations tree, select the Speech Transcription Service role on the specific Speech Transcription Server for which you want to configure Role associations.

3 Click the Associations tab, and verify all required associations to Legacy Extraction Manager and Import Manager services are available.

If either or both of these Roles are not associated to the Speech Transcription Service role, select the check box to associate the roles, and then click Save.

4 Deploy the V15.1 language model on the first site for each language vocabulary that exists in the system.

IMPORTANT Be sure to only associate the Speech Transcription Server role to the Import Manager(s) for which it is supposed to transcribe calls. In a multi-site deployment, there may be sets of Speech Transcription Servers dedicated to each Import Manager, so it is important to only make the necessary associations.

Chapter 4 - Sites upgradeRemove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server





Language Model Configuration and Distribution User Guide

What to do nextRemove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server roles, page 117

Disable the Transcription Import Service (TIS), page 118

Set start time for the V15.1 project rules, page 119

Remove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server roles

Before the upgrade and during the gradual upgrade all Speech Transcription server roles were associated with the Speech Application server roles. This association is no longer required after the site upgrade.

Perform this procedure only for Speech Application Servers that all their associated Speech Transcription Servers were already upgraded.

Procedure1 In the V15.1 Enterprise Manager, for each Speech Application Server role, open the

Association tab.

2 Verify that the Speech Analytics Service is not associated to the relevant Speech Transcription Servers.

Related informationSet Server Role Associations (Enterprise Manager Configuration and Administration Guide)

IMPORTANT Make sure to distribute the V15.1 language model and not the model that was in the previous version (V12.0 SP1 language model).

Chapter 4 - Sites upgrade Disable the Transcription Import Service (TIS)



Disable the Transcription Import Service (TIS)

Transcription Import Service (TIS) enables indexing contacts from V12.0 SP1 sites to the V15.1 data center. Once the upgrade of all sites in the enterprise is completed, TIS is no longer required to run and must be disabled.

Procedure1 In the Enterprise Manager, select Integration Management > Integration

Servers.

2 From the Integration Severs page, double-click the integration server that hosts the Speech Application Service role.

3 From the Integration Packages tree, select Internal - Transcription Import Service > Timer.

4 Select the Never option and click Save.

5 Repeat Step 2 to Step 4 for the remaining integration servers that host the Speech Application Service role.

Chapter 4 - Sites upgrade Set start time for the V15.1 project rules



Set start time for the V15.1 project rules

Storage Manager rules defined in V12.0 SP1 are migrated as part of the migration flow. Set the start time for each of the V15.1 Project rules.

Procedure1 Log on to Portal with Administrator user account.

2 In the Enterprise Manager, select Interactions > Administration > Project Rules Manager.

3 Repeat the following for each of the projects rule:

a. Select the project rule.

b. In the Applicable From field, set one of the following dates:

For a common deployment where all backlog was successfully transcribed, set a date that is two days before the current date.

For a large backlog that requires re-transcription, set the date you have documented (the earliest date between the dates you documented for each of the primary Transcription servers).

4 Click Save.

Chapter 4 - Sites upgrade Speech Transcription upgrade



Speech Transcription upgradeThis procedure applies to a Speech Transcription server installed on a dedicated server (without any other server roles, such Import Manager role).

You can upgrade the Speech Transcription servers in parallel to all other Site servers.

Speech Transcription Servers in a cluster must be upgraded at the same time to keep version aligned across the cluster.

Procedure1 Prepare Speech Transcription server for upgrade, page 120

2 Install Speech Transcription Servers, page 122

3 Speech Transcription post-upgrade, page 123

Prepare Speech Transcription server for upgradeOn each Speech Transcription server in the Site, validate that the transcription of all calls existing in backlog is completed before you start the Speech Transcription server installation. Calls that remain in the backlog will not be transcribed after the upgrade.

The %impact360DataDir%ContactData folder on each of the Transcription servers contains missions for contacts that are not yet transcribed. Based on the number of missions left, determine the start date for the V15.1 transcription rules.

There are two options for performing this procedure according to the time left for transcription. Perform one of the following options for each primary Transcription server:

Preparation for a common use case, page 111. If the time left for transcription is less than five hours, wait until the transcription is completed and check the backlog.

Preparation for large backlog, page 111: If the backlog is large and estimated time would exceed five hours, document the earliest contact in the transcription backlog but yet not transcribed.

Before you beginEstimate the time left for transcription as follows:

1 Log on to the primary Transcription server.


3 Right-click and select Properties to find out the number of files exist in the folder (N). The number of existing files are the number of missions left to transcribe.

Chapter 4 - Sites upgrade Preparation for a common use case



4 Calculate the time left for transcription (T) as follows:

T = N/(X * 375)

Where:T - time left for transcription.

N - number of files exist in the folder.

X - number of transcription servers in the site.

Example:For a site containing three transcription servers, and 5000 missions to transcribe, wait about 4.5 hours.

Preparation for a common use case

If the time left for transcription is less than five hours, wait until the transcription is completed and check the backlog.

Procedure1 Stop and disable the Watchdog service.


2 Open Windows Task Manager. Select the Processes tab and wait until the decoder.exe process disappears. That is, the Transcriber service has completed the transcription missions in the queue.

3 Check that the following folders and sub folders are empty (*.log files and empty folders can remain):

%impact360DataDir%ContactData

%impact360DataDir%Products

4 If files still exist, wait until no files exist.

Preparation for large backlog

If the backlog is large and estimated time would exceed five hours, document the earliest contact in the transcription backlog but yet not transcribed.

Procedure1 Log on to the primary Transcription server with user manager account.

2 Stop and disable the Watchdog service.

NOTE Do not stop the Transcriber service.

Chapter 4 - Sites upgrade Install Speech Transcription Servers




b. Stop the Transcriber service.


The contactData folder contains sub folders named by dates and contain XML files. These XML files include metadata about the contacts to transcribe.

4 Find the folder name with the earliest date that contains XML files. Document the date of this folder. If the date you document is older than a month, it can indicate a flaw in the system, that requires consulting with the customer regarding the historical period required to transcribe. In this case, contact the Project Manager to help with determining the required date.

5 Document the earliest date between the dates you documented for each of the primary Transcription servers.

Install Speech Transcription ServersV15.1 Speech Transcription Servers replace the existing V12.0 SP1 Speech Transcription Servers of each site.

Procedure1 Install the V15.1 Speech Transcription Servers according to the deployment on new

machines the same way you install a new system.

2 If SSL is enabled on the system, and if the Speech Transcription Server has a new server name, generate and install a new SSL certificate with the new name (see guidelines in the Security Configuration Guide).

3 In Enterprise Manager, update the settings of the existing Speech Transcription Server with the new server.

Go to System Management > Settings, and then select the Speech Transcription Server.

If you replaced the server, modify the Name, Server Name, and HTTP Alias fields with the name of the new server.

Change Port to 80 and SSL Port to 443.

Click Save.

4 Associate the Speech Transcription to the recorders the same as in the V12.0 SP1 topology.

5 Deploy the V15.1 language model on the first site for each language vocabulary that exists in the system.

IMPORTANT Make sure to distribute the V15.1 language model and not the model that was in the previous version (V12.0 SP1 language model).

Chapter 4 - Sites upgrade Speech Transcription post-upgrade





Language Model Configuration and Distribution User Guide

Speech Transcription post-upgradeOnce the Speech Transcription servers are upgraded, perform post-upgrade procedures.

Procedure1 Remove association between V15.1 Speech Application and V12.0 SP1 Speech

Transcription server roles, page 123: Disable the Transcription Import Service (TIS)

2 Disable the Transcription Import Service (TIS), page 124: Transcription Import Service (TIS) enables indexing contacts from V12.0 SP1 sites to the V15.1 data center. Once the upgrade of all sites in the enterprise is completed, TIS is no longer required to run and must be disabled.

3 Set start time for the V15.1 project rules, page 125: Storage Manager rules defined in V12.0 SP1 are migrated as part of the migration flow. Set the start time for each of the V15.1 Project rules.

Remove association between V15.1 Speech Application and V12.0 SP1 Speech Transcription server roles

Before the upgrade and during the gradual upgrade all Speech Transcription server roles were associated with the Speech Application server roles. This association is no longer required after the site upgrade.

Perform this procedure only for Speech Application Servers that all their associated Speech Transcription Servers were already upgraded.

Procedure1 In the V15.1 Enterprise Manager, for each Speech Application Server role, open the

Association tab.

2 Verify that the Speech Analytics Service is not associated to the relevant Speech Transcription Servers.

Related informationSet Server Role Associations (Enterprise Manager Configuration and Administration Guide)

Chapter 4 - Sites upgrade Disable the Transcription Import Service (TIS)



Disable the Transcription Import Service (TIS)

Transcription Import Service (TIS) enables indexing contacts from V12.0 SP1 sites to the V15.1 data center. Once the upgrade of all sites in the enterprise is completed, TIS is no longer required to run and must be disabled.

Procedure1 In the Enterprise Manager, select Integration Management > Integration

Servers.

2 From the Integration Severs page, double-click the integration server that hosts the Speech Application Service role.

3 From the Integration Packages tree, select Internal - Transcription Import Service > Timer.

4 Select the Never option and click Save.

5 Repeat Step 2 to Step 4 for the remaining integration servers that host the Speech Application Service role.

Chapter 4 - Sites upgrade Set start time for the V15.1 project rules



Set start time for the V15.1 project rules

Storage Manager rules defined in V12.0 SP1 are migrated as part of the migration flow. Set the start time for each of the V15.1 Project rules.

Procedure1 Log on to Portal with Administrator user account.

2 In the Enterprise Manager, select Interactions > Administration > Project Rules Manager.

3 Repeat the following for each of the projects rule:

a. Select the project rule.

b. In the Applicable From field, set one of the following dates:

For a common deployment where all backlog was successfully transcribed, set a date that is two days before the current date.

For a large backlog that requires re-transcription, set the date you have documented (the earliest date between the dates you documented for each of the primary Transcription servers).

4 Click Save.

Chapter 4 - Sites upgrade Customer Feedback Survey server upgrade



Customer Feedback Survey server upgradeYou can upgrade the Customer Feedback Survey servers in parallel to all other Site servers.

Procedure1 Back up source Customer Feedback Survey server configuration files, page 126

2 Upgrade Customer Feedback Survey server, page 127

3 Customer Feedback Survey server post upgrade, page 128

Back up source Customer Feedback Survey server configuration files

It is important to have a current backup of the Survey server configuration files before beginning the upgrade. A backup of the configuration files enables reverting to the V12.0 SP1 Survey server if there is a problem with the upgrade.

The configuration files that you back up vary based on whether the Survey server has a telephony interface or a VXML interface.

Procedure1 For a Survey server with telephony interface, back up the following files:

- \AvayaAura\Software\Survey_Servers\SurveyApp\webapps\sync\WEB-INF\classes: all files

- NMS

\NMS\CG\CFG: board config file (Example: b0_cg6565_e1_isdn.cfg)

\NMS\CTAccess\CFG\cta.cfg

\NMS\OAM\cfg\oamsys.cfg

- Teleflow files when the Survey server uses SIP

\AvayaAura\Software\TeleflowSurveyApp: all files

- Survey server with SSL

conf\security folder

2 For a Survey server with VXML interface, back up the following files:

- \AvayaAura\Software\Survey_Servers\SurveyApp\webapps\cf\WEB-INF\spring\app-config.xml

- \AvayaAura\Software\Survey_Servers\SurveyApp\webapps\sync\WEB-INF\classes: all files

- Survey server with SSL

conf\security folder

Chapter 4 - Sites upgrade Upgrade Customer Feedback Survey server



Upgrade Customer Feedback Survey serverThe upgrade of the Customer Feedback Survey server consists of reformatting the server and installing the V15.1 Customer Feedback Survey platform.

Before you beginFor each Survey server:

Verify that the customer turned off call routing.

Wait until no more calls are routed to the Survey server.

Wait until ETL has run again to retrieve survey results.

Deactivate the ETL data source for this Survey server as follows:

a. Select System Management > Customer Feedback > ETL Data Source.

b. Deactivate this Survey server data source.

ProcedureFor each Survey server:

1 If you reuse the existing server, reformat the server and install Windows 2012 R2.

2 Install the Customer Feedback Survey platform.

3 In Enterprise Manager, create a managed server to add a server node to the Installation tree.

4 In Enterprise Manager, configure the Survey Server role for this Survey server.

Related informationSystem platform installation (Workforce Optimization Installation Guide)

Install server certificates for each server in a secured site (Security Configuration Guide)

Manage servers (Enterprise Manager Configuration and Administration Guide)

Server role configuration (Enterprise Manager Configuration and Administration Guide)

IMPORTANT For a deployment where SSL environment is already configured, reinstall SSL certificates before adding to Enterprise Manager. Server restart is not required.

Chapter 4 - Sites upgrade Customer Feedback Survey server post upgrade



Customer Feedback Survey server post upgradeAfter a Survey server is upgraded, post upgrade tasks must be performed before the server operation is available again.

Procedure1 If you have temporarily changed the customer setting for the Survey Load Schedule

(ETL) before the upgrade, change it back to the long term setting.

Go to System Management > Customer Feedback Settings > Settings. The Survey Load Schedule settings are in the ETL section.

2 Verify that the following services are running without error:

I360 CF Tomcat service (on Survey server and Data Center)

Teleflow and Dialogic (NMS) driver (Survey server with telephony interface only)

3 Check for major alarms.

4 Change VXML URL port number as follows:

If your Survey server has a VXML interface, you must update the port number in the URL that initiates the call to Customer Feedback. For V15.1, the options changed.

5 Ask the customer to turn on call routing.

6 To ensure Customer Feedback runs correctly, perform Site Acceptance Test (SAT).

7 Optional. Do not perform this step until you are sure that there is no need to rollback the Customer Feedback Survey server. It can be done later.

Delete the V12.0 Survey server ETL data source that was deactivated before upgrading the Customer Feedback Survey server.

a. Select System Management > Customer Feedback > ETL Data Source.

b. Delete this Survey server data source.

Related informationVXML URL Parameter (Customer Feedback Survey Server Interface Reference)

Delete an ETL Data Source (V12.0 SP1 Customer Feedback Administration Guide)

Chapter 4 - Sites upgrade Check System Monitor and decommission the replaced servers



Check System Monitor and decommission the replaced servers

Once the site servers upgrade is completed, check the System Monitor and verify proper operation.Alarms related to sub systems that are no longer exist in V15.1 may appear. These alarms are not relevant.Also, decommission the site servers that were replaced by new site servers.

Procedure1 Open the System Monitor.

2 Check for service restart alarms and follow the instruction to correct it.

3 Acknowledge the following alarms, if appear, so that the alarms are no longer displayed:

26480 Subsystem status unavailable - Storage Manager

26480 Subsystem status unavailable - Speech Transcription Module

12007 Connection to CTI Link down

12511 Connection to Recorder down

4 Decommission the site servers that were replaced by new site servers.

Related informationAcknowledge an active alarm (System Monitoring, Messaging, and Alarms Guide)

A p p e n d i x A

Data migration troubleshooting

This chapter provides troubleshooting information related to interaction and speech data migrations.

Topics Interactions data migration troubleshooting, page 131

Speech data migration troubleshooting, page 136

Troubleshoot KMS alarms, page 137

Appendix A - Data migration troubleshooting Interactions data migration troubleshooting



Interactions data migration troubleshootingThe data migration tool runs validation steps during data migration. This section provides the errors and warnings that can occur during the validation process and the required corrective actions.

Related topicsLog files location, page 131

Errors during validation process, page 131

Warnings during validation process, page 133

Log files locationThe interactions data migration log files are saved on the server that is installed with the Interactions Data Migration Tool, in the following location:

%Impact360datadir%\CentralApp\DataMigration

%Impact360datadir%\CentralContact\DataMigration

Errors during validation processThe following table summarizes the errors that may occur during the validation process and the required corrective actions.

Validation Step Error Corrective Action

SQL Server Agent access to "ContactDataMigration" shared folder

The SQL Server agent service account <X> does not have read/write permissions to the ContactDataMigration shared folder.

Verify that the SQL Server agent service account of the relevant SQL Server instance have read/write permission to the ContactDataMigration shared folder.The location of this shared folder is in the server running the Data Migration tool.

SQL Server Agent access to "ApplicationDataMigration" shared folder

The SQL Server agent service account <X> does not have read/write permissions to the ApplicationDataMigration shared folder.

Verify that the SQL Server agent service account of the relevant SQL Server instance have read/write permission to the ApplicationDataMigration shared folders.The location of this shared folder is in the server running the Data Migration tool.

Appendix A - Data migration troubleshooting Errors during validation process



"ContactDataMigration" shared folder permissions

ContactDataMigration folder on the server hosting the Contact Databases role is not shared.

Share the ContactDataMigration folder.

"ApplicationDataMigration" shared folder permissions

ApplicationDataMigration folder on the server hosting the Contact Databases role is not shared.

Share the AppplicationDataMigration folder.

Contact SQL Server agent SQL Server Agent does not run on the instance hosting the Contact Databases.

Run the SQL Server Agent on the relevant instance.

QM SQL Server agent SQL Server Agent does not run on the instance hosting the QM Database.


Interaction Data Warehouse Database free space

Not enough free database space for migrating data to the Interaction Data Warehouse Database. The available free space is <Y>, but the required space is <X>.

Verify that the database is pre-allocated with the correct value specified in the Configuration Installation Report, and that the database size is at least <X> GB.

Contact Databases free space

Not enough free database space for migrating data to the Contact Databases. The available free space is <Y>, but the required space is <X>.


QM Database free space Not enough free database space for migrating data to the QM database. The available free space is <Y>, but the required space is <X>.


Contact OLTP Database free space

Not enough free database space for migrating data to the Contact OLTP Database. The available free space is <Y>, but the required space is <X>.


Archive Web Service state The Archive Web Service is running.

Stop the Archive Web Service (ARCHIVEWS_POOL) IIS Application Pool.


Appendix A - Data migration troubleshooting Warnings during validation process



Warnings during validation processThe following table summarizes the warnings that may appear during the validation process and the required corrective actions.

StorageManager Service state

The StorageManager service is running.

1 Locate the servers where the StorageManager service is running by executing the following query on the Contact Databases:SELECT sp.hostname, sp.nt_domain, sp.nt_username,sp.loginame, ec.client_net_addressFROM sys.sysprocesses sp JOIN sys.dm_exec_connections ec ON sp.spid = ec.session_idWHERE sp.[program_name] = N'StorageManager'

2 Stop Watchdog, then stop the StorageManager service on the servers retrieved by the query.

Interaction Data Warehouse SQL Server Agent

SQL Server Agent does not run on the instance hosting the Interaction Data Warehouse Database.



Validation Step Warning Corrective Action

Contact Databases pre-allocation

Contact Databases is not pre-allocated.

Preallocate the database.

Contact Databases recovery model

The recovery model of Contact Databases is not Simple. It is recommended to set it to Simple.

Set that recovery model of Contact Databases to Simple.

QM Database pre-allocation

QM Database is not pre-allocated.


QM Database recovery model

The recovery model of QM Database is not Simple. It is recommended to set it model to Simple.

Set that recovery model of QM Database to Simple.




Interaction Data Warehouse Database pre-allocation

Interaction Data Warehouse Database is not pre-allocated.


Interaction Data Warehouse Database recovery model

The recovery model of Interaction Data Warehouse Database is not Simple. It is recommended to set it to Simple.

Set that recovery model of Interaction Data Warehouse Database to Simple.

Contact OLTP Database pre-allocation

Contact OLTP Database is not pre-allocated.


Contact OLTP Database recovery model

The recovery model of Contact OLTP Database is not Simple. It is recommended to set it to Simple.

Set that recovery model of Contact OLTP Database to Simple.

Interaction Data Warehouse SQL maximum server memory

The existing SQL maximum server memory is less than the recommended size.

For best performance, increase the SQL maximum server memory according to the following formula:Required memory = (RAM - 2 GB)*0.7

Contact SQL maximum server memory

The existing SQL maximum server memory is less than the recommended size.

For best performance, increase the SQL maximum server memory according to the following formula:Required memory = (RAM - 2 GB)*0.7

Contact OLTP Database schema version

The existing schema version in the V15.1 Contact OLTP Database is <version> instead of the schema version of the source database.

Restore the Contact OLTP Database from the source database backup.

Interaction Data Warehouse Database schema version

The existing schema version in the V15.1 Interaction Data Warehouse Database is <version> instead of the schema version of the source database.

Restore the Interaction Data Warehouse Database from the source database backup.





Contact Databases schema version

The existing schema version in the V15.1 Contact Databases is <version> instead of the schema version of the source database.

Restore the Contact Databases from the source database backup.

QM Database schema version

The existing schema version in the V15.1 QM Database is <version> instead of the schema version of the source database.

Restore the QM Database from the source database backup.


Appendix A - Data migration troubleshooting Speech data migration troubleshooting



Speech data migration troubleshootingIf you receive a status that transcripts or reports failed during the speech data migration, view the log files to determine the failure reason and troubleshoot accordingly.

Procedure1 Access the upgrade log files at:

%IMPACT360SOFTWAREDIR%\Enhanced_Speech\IndexBuilder\Bin\migration%X.log, where x is a number from 0-9.

The log file location is specified in the messaging area of the Speech Analytics Application Server Upgrade Tool.

2 In the log file, verify the failed steps and the failure reason.

3 If the log file indicates failures, run the Speech Analytics Application Server Upgrade Tool again.

The tool skips over the completed files and retry migrating the failed data.

Appendix A - Data migration troubleshooting Troubleshoot KMS alarms



Troubleshoot KMS alarmsThe V15.1 system generates KMS alarms indicating the V3.2.1 KMS server cannot be reached.

This problem occurs when the V15.1 Data Center servers are configured before the V3.2.1 KMS Server.

Solution 1 (configuration file backed up)On each Data Center and Site Server, copy the following V15.1 configuration file from backup to their corresponding V15.1 server.

%IMPACT360SOFTWAREDIR%\Conf\RSAProviderKeyClient.cfg

Solution 2 (configuration file not backed up)1 On each server, edit the RSAProviderKeyClient.cfg file using a text editor.

2 Make the following changes to the file:

a. Change the client.registration_state = parameter to 0.

b. Remove the characters to the right of the = sign for the following parameters:

client.policy_signature = client.rkm_svr_public_key = client.app_id = client.policy_name = client.applicationpolicy =

c. Do not change the client.actmgmt_enable = and client.app_name = parameters.

The following is an example:

NOTE The V15.1 KMS configuration files were backed up during the V15.1 server installation procedures.

A p p e n d i x B

User account requirements summary

This section summarizes the user account requirements for each of the migration tools.

Topics User account requirements per migration tool, page 139

Appendix B - User account requirements summary User account requirements per migration tool



User account requirements per migration toolWFM Migration Tool

Interactions Migration Tool

User account Requirements

Installation Account User account running the migration tool. Local administrative rights on V15.1 servers hosting the

databases.

Management Service Account (MSA)

Standard V15.1 requirement. The V15.1 Management Service Account must be the same user account as the V12.0 SP1 IMSA until migration is completed.

The same account must be used in V15.1 as DMSA. Splitting to separate MSA and DMSA account can be done only once migration is completed.

SQL sysadmin right is only required for the migration downtime.


Installation Account User account running the migration tool. Local administrative rights on V15.1 servers hosting

the databases.

Management Service Account (MSA)




If I360DBCredential exists in the SQL Server security credentials, grant the I360DBCredential user account with read/write permissions to the following shared folders:- CommonDBShare- ApplicationDataMigration- ContactDataMigration

Appendix B - User account requirements summary User account requirements per migration tool



Speech Migration Tool

DPA Migration Tool


Installation Account User account running the migration tool. Read/write permissions to the network location of the

V12.0 SP1 Speech Products folder. Read access permissions to the network location of the

V12.0 SP1 SpeechCatData folder.


Installation or Maintenance Account

User account running the migration tool. Local administrative rights on the V15.1 servers

hosting the databases. SQL sysadmin right in V15.1 and V11.1 SP1 DPA

Database (required only for the migration tool run). For remote SQL, read/write permissions to the

following shared folder on the Database Management Server: DPAMigration.

Management Service Account




For remote SQL, read/write permissions to the following shared folder on the Database Management Server: DPAMigration.

A p p e n d i x C

Export and import Data Center configuration reference

This section provides additional reference information related to export and import Data center configuration procedures.

Topics Data Center zone server roles exported, page 142

Data Center migration status - internal use only screen reference, page 143

Role validation screen reference, page 146

Server roles that are validated, page 148

Display the true file path in the previously exported file field, page 149

Appendix C - Export and import Data Center configuration reference Data Center zone server roles exported



Data Center zone server roles exportedThe Export Data Center Configuration feature exports only the configurations of servers that have one or more of these Data Center Zone server roles active:

Archive Database

Contact Database

Contact OLTP Database

DPA Applications

DPA Database

Forecasting and Scheduling Service

Framework Applications

Framework Data Warehouse

Framework Database

Framework Integration Service

Interaction Analytics Services

Interaction Applications


Interaction Flow Manager

Interaction Reports

QM Database

Reporting Services

Speech Analytics Database

Speech Application Service

Speech Products Database

Appendix C - Export and import Data Center configuration reference Data Center migration status - internal use only screen



Data Center migration status - internal use only screen reference

This screen displays status information about the Import Data Center Configuration (or data center import) process. This screen does not display any information if you have not imported a data center using the Import Data Center Configuration feature.

Features of the Data Center Migration Status (Internal Use Only) screen

Item Description

Refresh Every Specifies the interval (in minutes) with which the data displayed in this screen is refreshed with the latest status information. The default is 1 minute.You can click the Refresh icon to refresh the display instantly rather than waiting for the refresh interval to elapse. If you select the No Refresh setting, the display refreshes only when you click the Refresh icon.

Configuration Messages Status icon

To see the status of the configuration changes the Enterprise Manager is processing, click this icon




Import Data Center icons

Export Data Center Configuration icon - Click this icon to export the configuration of every server that hosts an active Data Center Zone server roles to an XML file.Import Data Center Configuration icon - Click this icon to import an XML file containing the data center server configuration (the XML file created by the Export Data Center Configuration feature).Server Role Validation icon - Click this icon to validate the imported server role configuration. Validate this configuration to ensure that the critical server role settings are not mistakenly set to values that can adversely affect server performance.Retry Import icon - Click this icon to retry the Import Data Center Configuration. Retry the Import Data Center Configuration if the import process failed previously and you have since corrected the reason for the failure.

Installation Displays the Installations tree nodes that exist in the XML file that was imported.Enterprise, Site Group, Site, and Server nodes can display here.

Status Displays the status of the import process for each Installations tree node that exists in the XML file that was imported. Possible statuses are:Pending - The system is preparing to import the Installations tree node configuration, but the import process has not started yet.In Progress - The Installations tree nodes are being imported.Failed - The import process did not import the Installations tree node successfully. Common reasons for failure include: You have two nodes at different levels of the Installations

tree that have the same name. A server that is being replaced is down, or network

connectivity to the server is lost.Completed - The Installations tree node was imported successfully.

Action Performed Indicates the action the system performed for each Installations tree node that exists in the XML file you imported. Possible actions are: Skipped - Indicates that Installations tree node already

exists in the Installations tree, so a new node was not created. This value can appear for Enterprise, Site Group, and Site nodes.

Created - Indicates that the import process created a new Installations tree node.

Item Description




Start Time Displays the date and time at which the import process began for an Installations tree node.The Preferences settings of the logged in user determine the format and time zone used to display the date and time.

End Time Displays the date and time at which the import process ended for an Installations tree node.The Preferences settings of the logged in user determine the format and time zone used to display the date and time.

Error Message If the Status is Failed, an error message appears indicating the reason for the failure.Troubleshoot the problem causing the failure and retry the data center import.

Item Description

Appendix C - Export and import Data Center configuration reference Role validation screen reference



Role validation screen referenceThe Role Validation screen displays server role settings that are configured differently when imported than they were when exported. Troubleshoot and resolve the configuration problem associated with each server role setting that displays on this screen.

Features of the Role Validation screen

Item Description

Server Displays the name of a server that hosts a server role that is configured differently when imported than it was when exported.

Role Name Displays the name of any server role that has one or more settings configured differently when imported than they were when exported. See the Description column for additional information about the specific configuration problem.

Section Name Displays the section of the server role Settings screen under which each server role setting resides.

Setting Name Displays the specific server role setting that is configured differently when imported than it was when exported.Troubleshoot and resolve the configuration problem associated with each configuration setting listed. See the Description column for additional information about the specific configuration problem.

Old Value The value the setting had before the migration process began (that is, the value the setting had when the data center was exported).A setting should not have a different Old Value than New Value.

Appendix C - Export and import Data Center configuration reference Role validation screen reference



New Value The value the setting has after the data center server zone server role is imported.A setting should not have a different New Value than Old Value.

Description Provides additional information to help troubleshoot the server role or server role configuration setting that is incorrectly configured.

Item Description

Appendix C - Export and import Data Center configuration reference Server roles that are validated



Server roles that are validatedData Center Zone server roles validated by the Server Role validation feature For the server roles that are validated, not every configuration setting is validated. Only the critical configuration settings are validated. Critical configuration settings are settings that can cause serious problems, such as the loss of recordings, if they are configured incorrectly on a migrated server.

Server roles that are not validated do not have any critical configuration settings.

Server roles validated Server roles not validated

Archive Database DPA Applications

Contact Database Framework Applications

Contact OLTP Database Framework Integration Service

DPA Database Interaction Analytics Service

Framework Data Warehouse Interaction Flow Manager

Framework Database Interaction Reports

Interaction Applications Reporting Services


QM Database

Speech Analytics Database

Speech Application Service

Speech Products Database

Appendix C - Export and import Data Center configuration reference Display the true file path in the previously exported file



Display the true file path in the previously exported file field

When you import the data center configuration XML file, the Previously Exported File field on the Import Data Center Configuration dialog box does not display the true file path to the imported file.

The field substitutes C:\fakepath in the file path to hide the true file path to the file.

Perform this procedure, if you want the Previously Exported File field to display the true file path to the imported file.

Procedure1 Open the Internet Explorer browser that you use to import the data center

configuration XML file.

2 Choose Tools > Internet Options > Security.

3 Add the server to which you are uploading the file to the Trusted sites in the web browser (recommended) as follows:

a. Click Trusted sites.

b. Click Sites.

c. In the Add this web site to the zone field, enter the FQDN of the server to which you are uploading the XML file.

d. Click Add, then click Close.

e. Click OK.

4 Enable the Include local directory path when uploading files to a server security setting as follows:

a. Click Internet.b. Click Custom Level.c. Scroll to the Include local directory path when uploading files to a server

setting, and select Enable.

d. Click Add, then click Close.

e. Click OK, and then click OK again.

A p p e n d i x D

Run WFM and QM databases migration in parallel

WFM and Interactions data migration tools are SR based tools. The SR tool can only run a single instance on a server. Therefore, the migration tools cannot run simultaneously. That is, you run the migration one after the other, first WFM, then Interactions data.

Topics Run migration tools in parallel, page 151

Appendix D - Run WFM and QM databases migration in parallel Run migration tools in parallel



Run migration tools in parallelWFM and Interactions data migration tools are SR based tools. The SR tool can only run a single instance on a server. Therefore, the migration tools cannot run simultaneously. That is, you run the migration one after the other, first WFM, then Interactions data.

In large systems, in which the databases are deployed on remote SQL Servers. All migration tools are deployed and run on the Database Management Server (DBMS). Running the tools one after the other significantly increases the total upgrade time, which can take more than a single weekend.

To shorten the total migration time, it is possible to migrate the WFM and Interactions databases in parallel, by running directly the batch file that the WFM Data Migration tool runs (runcmd.cmd), instead of running the WFM Data Migration Tool itself.

Migration in parallel at a glance1 Migrate the Framework Database using the runcmd.cmd batch file (Wait until the

migration completes. It takes up to three hours).

2 Import the V15.1 DC configuration (see the procedure in the standard workflow).

3 Perform the following in parallel:

Migrate Framework Data Warehouse Databases:Run the runcmd.cmd batch file, once for FrameworkWHDB and once for FrameworkCFETLDB in parallel.

Migrate Interactions databases in parallel (same way as in the standard workflow).

Migrate Speech data (same way as in the standard workflow).

Migrating databases in parallel workflow

Migrate QM and

Archive databases

Migrate Speech

Analytics data

The data is restored from backup

Migrate Framework Database:runcmd.cmd FrameworkDB <host name> <port>

Import V15.1 Data Center configuration

Continue with post Data Center migration procedures

Migrate Framework Data Warehouse Databases:runcmd.cmd FrameworkWHDB <host name> <port>runcmd.cmd FrameworkCFETLDB <host name> <port>

Appendix D - Run WFM and QM databases migration in parallel Run migration tools in parallel



Before you begin1 If not done yet, download the WFM Data Migration Tool V11.x to V15.1.


2 Extract the downloaded zip file to the V15.1 DBMS server.

Running the runcmd batch file1 Log on with the Installation user account to the V15.1 DBMS server (the server with

the WFM Data Migration Tool).

2 Run Command Line as follows:

a. Go to c:\windows\system64\.

b. Press Shift key and right-click CMD.

c. Click Run as different user.3 In the Windows Security dialog box, type a user name and password of a user

account with the following privileges:

Local sysadmin on the remote SQL Server that hosts the databases.

sysadmin server role on the database.

4 In the command prompt, navigate to Components\Shared Components\Utils.5 Run the following command:

runcmd.cmd <batch type> <host name> <port>.

Where:

<batch type>: database to migrate:

- FrameworkDB for BPMAINDB

- FrameworkWHDB for BPWAREHOUSEDB

- FrameworkCFETLDB for ETLSTAGINGDB

<host name>: server IP address or name <port>: port number the database listensExamples:

"E:\Backup\15.1.0.3\Components\Shared Components\Utils\runcmd" FrameworkDB 10.165.141.113 1433

"E:\Backup\15.1.0.3\Components\Shared Components\Utils\runcmd" FrameworkWHDB 10.165.141.113 1433

"E:\Backup\15.1.0.3\Components\Shared Components\Utils\runcmd" FrameworkCFETLDB 10.165.141.113 1433

What to do nextPerform post Data Center migration procedures, page 92

A p p e n d i x E

Rollback

Data center and site servers rollback to the previous version consists on retrieving the V12.0 SP1 site server with the same configuration as it was before the upgrade.

Topics Data Center rollback, page 154

Site servers rollback, page 161

Appendix E - Rollback Data Center rollback



Data Center rollbackData servers rollback to the previous version consists on retrieving the V12.0 SP1 site server with the same configuration as it was before the upgrade.

Data center rollback required steps depends on the migration scenario and the actual procedures done during the data center upgrade. Review each procedure and consider if the procedure is required or need to be skipped.

The color coding in the workflow and the icons in the procedures the indicate whether the procedure is relevant to side-by-side scenario or hardware reuse scenario.

DC rollback workflow

Deactivate V15.1 DPA users

Done

Stop V15.1 data center services

Restore V12.0 SP1 data center from backup

Increment configuration Message_ID

Activate V12.0 SP1 data center

Update the Enterprise Manager location to V12.0 SP1

Distribute configuration from V12.0 SP1 data center

Refresh cache and reset watermark in each recorder

Re-activate V12.0 SP1 DPA users

Rollback DPA configuration keys

Restore the V15.1 databases for the next migration

Appendix E - Rollback Deactivate V15.1 DPA users



Deactivate V15.1 DPA usersIf DPA migration procedure was performed, run the following procedure to deactivate (remove license) of the 15.1 DPA clients.

If the DPA migration procedure was not performed yet, skip to Stop V15.1 data center services, page 155.

Procedure1 Log on to V15.1 portal.

2 Rename the DPA Datasource to RollBack.

3 Run the UpdateVersionInfo.sql script:

a. On the V15.1 DPA database server (where the DPA tool was run), go to Software\Migration_DPA_Scripts\Other folder. The UpdateVersionInfo.sql is located in this folder.

b. On the V15.1 SP1 DPA database server, open SQL Server Management Studio.

c. Expand the PCMON database, and click New Query.

d. Paste the content of the UpdateVersionInfo.sql into the query window, and click Execute.

4 Go to the Integration server. On the DPA - Employee Export adapter, select Export now. Wait for the Export to complete.

5 On the DPA - Employee Synch adapter, select Import now. Wait for the import to complete.

6 Wait at least 15 minutes to ensure all V15.1 clients receive their new configuration update and deactivated.

7 On the V15.1 DPA Database server, from Software\Migration_DPA_Scripts\Other folder, copy the ReActivateUsers.sql script to the V11.1 DPA Database server (or if the server is shut down, copy the script to a network location). This script will be used later on the V12.0 SP1 system.

Stop V15.1 data center servicesFor side-by-side scenario, stop the V15.1 data center services to prevent configuration distribution to V12.0 SP1 site servers.

If the data center servers were reused, skip to Restore V12.0 SP1 data center from backup, page 156

Procedure1 Open Watchdog on all V15.1 data center servers and stop all services in the

Watchdog control panel.

2 Stop the following service from Windows Services control panel on all V15.1 Application servers:

World Wide Web Publishing Service (IIS)

Side-by-Side

Appendix E - Rollback Restore V12.0 SP1 data center from backup



Restore V12.0 SP1 data center from backupFor hardware reuse scenario, restore from V12.0 SP1 data center from the backup taken in preparation stages.

If DC servers were replaced, skip to Increment configuration Message_ID, page 156.

Procedure1 Format the data center servers.

2 Restore the full server backup taken on V12.0 SP1 data center before the upgrade.

3 Restore system databases from the backup taken on V12.0 SP1 data center before the upgrade.

Related informationV12.0 SP1 Workforce Optimization Maintenance Guide

Increment configuration Message_IDIt is possible that V15.1 data center has distributed configuration messages to the site servers. After rollback to V12.0 SP1, the next Message_ID in the database can be lower than the messages that exist in the site servers. Therefore, to prevent from blocking configuration distribution, increment the Message_ID in the V12.0 SP1 data center.

Procedure1 Verify that the following services are stopped on all Application servers. If these

services are not stopped, stop them:

a. WFO_ProductionDomain_ProductionServer.

b. Watchdog.

2 On the server hosting the Framework Database role, open SQL Server Management Studio.

3 In the left pane, expand Databases > BPMAINDB > Programmability > Stored Procedures.

4 Right-click dbo.EM_INCREMENT_MESSAGE_ID_SEQUENCE and click Execute Stored Procedure.

5 Once the stored procedure run is done, close the Microsoft SQL Server Management Studio.

Reuse

Appendix E - Rollback Activate V12.0 SP1 data center



Activate V12.0 SP1 data centerRe-activate the V12.0 SP1 data center by starting the system services that are not started.

Procedure1 Open Watchdog on all data center servers and start all services in the Watchdog

control panel.

2 Start the following service from Windows Services control panel on all Application servers and DPA Application servers:

World Wide Web Publishing Service (IIS)

Update the Enterprise Manager location to V12.0 SP1Change the Enterprise Manager Location settings back to the location of the V12.0 SP1 Application Server or Load Balancer.

If the Application server name has not been changed as part of a hardware reuse scenario, skip to Distribute configuration from V12.0 SP1 data center, page 157.

Procedure1 Select System Management > General Settings > Enterprise Manager

Location.

2 In the EM Server Name field, specify the host name, IP address, or fully-qualified domain name (FQDN) of the server that hosts the Framework Applications server role or the name of the Load Balancer.

3 Update the Port Number and SSL Port Number to the correct ports Weblogic is listening on in V12.0 SP1 Application Servers (default 7001 and 7002).

4 Click Save.

5 Click Update Enterprise Manager Location.

6 Click Done.

Distribute configuration from V12.0 SP1 data centerUnblock the configuration distribution on V12.0 SP1 system and distribute configuration to all site servers.

Procedure1 In the Installations tree, select the Enterprise node.

2 Click More Actions > Unblock Config Distribution.

3 When prompted with “Do you want to proceed?”, click OK.

4 Click Save and wait for the distribution to complete.

Appendix E - Rollback Refresh cache and reset watermark in each recorder



5 Verify configuration has been distributed successfully and that there are no alarms indicating distribution errors.

6 If the configuration distribution fails due to Enterprise Manager and Enterprise Manager Agent authentication errors, verify that he Enterprise Manager Location on the site servers is properly updated:

a. On a V12.0 SP1 site server, browse to <Software Directory Destination>\Conf\applications\authconfig.xml.

b. Verify that the Primary-Server-Host contains the V12.0 SP1 Application server or Load Balancer name.

c. Verify that the Secondary-Server-Host contains the V15.1 Application server or Load Balancer name.

Refresh cache and reset watermark in each recorderAs part of the post data center migration procedures, maintenance mode is stopped and configuration distribution is unblocked.

If configuration distribution from V15.1 data center has not been done yet, skip to Restore the V15.1 databases for the next migration, page 160.

If configuration distribution from V15.1 data center has been already done, to override the configuration, perform full configuration distribution from the V12.0 SP1 data center to the V12.0 SP1 site servers.

In addition, all recorders for which the configuration distribution was unblocked could potentially mark calls into the V15.1 data center. To remark those calls into the V12.0 SP1 data center, log on to the Recorder Manager on each of the recorders and reset the consolidation watermark.

Procedure1 Log on to V12.0 SP1 with administrator account

2 Select System Management > Enterprise > Settings.

3 Perform full configuration distribution:

a. From the enterprise level, click More Actions > Turn Advanced Mode On.

b. In the Installations pane, select a recorder server.

c. Click More Actions, then click Refresh cache.

4 Reset the consolidation watermark:

a. In the Installations pane, select a recorder server.

b. Click Launch to open the Recorder Manager application.

c. Select General Setup > Database > Database Settings.

d. Click the server for which the Contact Database Service appears in the Type column.

e. Click Edit.

Appendix E - Rollback Re-activate V11.1 SP1 DPA users



f. Reset the Watermark setting to specify the date-time when the migration downtime started.

g. Click Save.

5 Repeat Step 3 and Step 4 for each recorder server that has received configuration distribution from the V15.1 data center.

Re-activate V11.1 SP1 DPA usersIf DPA migration procedure was performed, run this procedure to re-activate the V11.1 SP1 DPA clients.

If the DPA migration procedure was not performed yet, skip this step to Rollback DPA configuration keys, page 159.

Procedure1 On the V11.1 SP1 DPA Database server, open SQL Management Studio.

2 Expand the PCMON database and click New Query.

3 Paste the content of the Reactivateuers.sql script taken earlier from the V15.1 DPA Database server into the query window and click Execute.

The V11.1 SP1 DPA clients are reactivated.

Rollback DPA configuration keysRollback DPA configuration keys indicating the location of the DPA Application server and start the DCUAppPool application pool in IIS.

Procedure1 Browse to the V11.1 DPA portal:

http://<11.1DPAServer>/focusadmin/dpa.aspx

2 Select System > Configuration > Configuration Profiles > DEFAULT > Server Group.

3 Edit the DataServer value.

a. Enter http://<11.1DPAServer>/Services.

b. Click Save.

4 Edit the BackupServer value.

a. Enter http://<11.1DPAServer>/Services.

b. Click Save.

5 Start the DCUAPP Pool on the DPA Application server:

a. On the IIS manager, start the DCUAppPool Application Pool.

b. In the Advanced Settings for DCUAppPool set Start Automatically to TRUE.

Appendix E - Rollback Restore the V15.1 databases for the next migration



Restore the V15.1 databases for the next migrationFor side-by-side scenario, to prepare the V15.1 data center for the next migration, restore the V15.1 databases from the backup taken before starting the migration.

If the DC servers were reused, in which the V15.1 system is no longer available, skip this step.

Procedure1 Restore all databases from the full database backup taken on the V15.1 data center

before starting the migration.

Related informationRestore Data (Workforce Optimization Maintenance Guide)

Side-by-Side

Appendix E - Rollback Site servers rollback



Site servers rollbackSite servers rollback to the previous version consists on retrieving the V12.0 SP1 site server with the same configuration as it was before the upgrade.

Related topicsRecorder server rollback, page 161

Import Manager server rollback, page 162

Speech Transcription server rollback, page 163

Customer Feedback Survey server rollback, page 164

Recorder server rollbackRefer to Avaya Contact Recorder Upgrade Guide.

Appendix E - Rollback Import Manager server rollback



Import Manager server rollbackDo one of the following according to the migration scenario.

Import Manager rollback in a reuse scenario, page 162

Import Manager rollback in a side-by-side scenario, page 162

Import Manager rollback in a reuse scenario

1 Retrieve the value of NextCallInum from the V15.1 Import Manager in the following registry key:


2 Restore the server from the disk image backup.

3 Update the registry with the value retrieved in Step 1.

4 In the Enterprise Manager, redefine the server:

a. Change port to 8080 and SSL Port to 8443b. Click Save.

5 Refresh cache:

a. Log on to the portal and turn on Advanced mode.

b. Select the server, click More options, and then click Refresh cache.

6 Enable jobs in V12.0 SP1 Import Manager.

Import Manager rollback in a side-by-side scenario

1 Retrieve the value of NextCallInum from the following registry key:


2 On the V12.0 SP1 Import Manager server:

a. If the recorder was shut down, turn it on.

b. Update the NextCallInum in the registry with the value retrieved in Step 1.

3 In the Enterprise Manager, update the server:

a. Change Host and Alias to the V12.0 SP1 Import Manager server name.

b. Change port to 8080 and SSL Port to 8443.

c. Click Save.

4 Refresh cache:

a. Log on to the portal and turn on Advanced mode.

b. Select the server, click More options, and then click Refresh cache.

5 Enable jobs in V12.0 SP1 Import Manager.

Reuse

Side-by-Side

Appendix E - Rollback Speech Transcription server rollback



Speech Transcription server rollbackRollback to the previous version consists on retrieving the V12.0 SP1 Speech Transcription server with the same configuration as it was before the upgrade. In side-by-side, you redeploy the V12.0 SP1 Speech Transcription server (if not touched). In hardware reuse, you restore the server from the disk image.

Perform the following procedure for each Speech Transcription server

Procedure1 Do one of the following according to the upgrade scenario:

In side-by-side, turn on the V12.0 SP1 Speech Transcription server.

In hardware reuse, restore the Speech Transcription server from the disk image.

2 In Enterprise Manager, update the settings of the V15.1 Speech Transcription Server with the V12.0 SP1 Speech Transcription server.

Go to System Management > Settings, and then select the Speech Transcription Server.

If you replaced the server, modify the Name, Server Name, and HTTP Alias fields with the name of the V12.0 SP1 server.

Change Port to 8080 and SSL Port to 8443.

Click Save.

3 Wait for the distribution of the new configuration settings to complete successfully.

4 Associate the Speech Transcription to the recorders as required.

5 Verify that the Speech Analytics service is associated with the relevant Speech Transcription servers.

6 Enable the Transcription Import Service (TIS) to enable indexing contacts:

a. In the Enterprise Manager, select Integration Management > Integration Servers.

b. From the Integration Severs page, double-click the integration server that hosts the Speech Application Service role.

c. From the Integration Packages tree, select Internal - Transcription Import Service > Timer.

d. Select the Daily option and click Save.

e. Repeat Step b to Step d for the remaining integration servers that host the Speech Application Service role.

Appendix E - Rollback Customer Feedback Survey server rollback



Customer Feedback Survey server rollbackIf there is a problem when you upgrade the Customer Feedback Survey server from V12.0 SP1 to V15.1, you can revert to the V12.0 SP1 Customer Feedback Survey server.

Procedure1 If the Data Center is still V15.1, delete Customer Feedback Survey site server in

System Management.

2 Reformat the Customer Feedback Survey site server.

3 Install Windows 2008 R2.

4 Install SQL Server (same version as it was before the upgrade).

5 Install the V12.0 SP1 Survey server

a. Verify customer Site preparation.

b. Copy the installation DVD.

c. If this is a Survey server with a telephony interface, install the following third-party components:

Dialogic NaturalAccess (NMS) driver

Teleflow

Teleflow hotfix, if any

d. Recreate the SSCACHEDB.e. Install the V12.0 SP1 Survey server.

6 Install the latest V12.0 SP1 Survey server KB.

7 Replace the configuration files using the backup that was made before the upgrade.

8 Start the following services if they are not running:

I360 CF Survey Server

I360 CF ISDN CTA (when T1/E1 ISDN is used)

NMS SIP Service (when SIP is used)

Related informationPerforming Server Rollback (Workforce Optimization Installation Guide, V15.1 release)

Survey Server Installation (Customer Feedback Supplementary Installation and Upgrade Guide, V12.0 SP1 release)

IMPORTANT Verify the logon credential for I360 CF Survey Server service is Management Service Account. If not, change the logon credential.

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