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Genesys Pulse Migration Guide

Genesys Pulse is a Genesys application that enables at-a-glance views of real-time contact center statistics within the graphical user interface.

Important
You must deploy matching 5-digit releases of Genesys Pulse and Genesys Pulse Collector.

To deploy this installation package within a new environment, follow the instructions in the Genesys Pulse Deployment Guide. Otherwise, follow the Upgrade to 9.0 from 8.5.

Upgrade to 9.0 from 8.5

  1. Make sure that your environment satisfies Software Requirements.
  2. Stop GAX.
  3. Uninstall Genesys Pulse.
  4. Ensure that the pulse.jar, pulse-eml.jar, and pulse-proto.jar files do not exist in the <GAX dir>/plug-ins and <GAX dir>/webapp/WEB-INF/lib folders.
  5. Start GAX.
  6. Proceed with the regular Genesys Pulse installation until the step of the SQL script execution before starting Genesys Pulse.
  7. Copy all Genesys Pulse Extensions jar files from the <GAX dir>/plug-ins to <Pulse dir>/plug-ins directory if they were installed previously.
  8. Make sure that the new Genesys Pulse application is specified in connections of Genesys Pulse Collector objects.
  9. Copy the [pulse] section with all options from GAX application to the new Genesys Pulse application:
    1. In GAX, navigate to Configuration > Environment > Applications.
    2. Select the GAX Application object.
    3. Open the Application Options tab.
    4. Click More.
    5. Choose Export to save the file. In the file delete all sections except [pulse].
    6. Select the Genesys Pulse Application object.
    7. Open the Application Options tab.
    8. Click More.
    9. Choose Import.
    10. Select the previously prepared file.
    11. Click Upload.
  10. Optional: For proper links between GAX and Genesys Pulse do the following:
    1. Copy the link-to-pulse.jar file located in the Genesys Pulse installation folder to <GAX dir>/plug-ins and <GAX dir>/webapp/WEB-INF/lib folders.
    2. In GAX, navigate to Configuration > Environment > Applications.
    3. Select the GAX Application object.
    4. Open the Application Options tab.
    5. Create the new [link-to-pulse] section.
    6. Create the $default option in the [link-to-pulse] section with URL to Genesys Pulse as value.
    7. Save application.
    8. Select the Genesys Pulse Application object.
    9. Open the Application Options tab.
    10. Create the new [link-to-gax] section.
    11. Create the $default option in the [link-to-gax] section with URL to GAX as the value.
    12. Save application.
    13. Restart GAX.
  11. Add GAX application to connections of the new Genesys Pulse application.
  12. Repeat previous steps for each GAX application.
  13. For upgrade from release 8.5.107 or earlier update Stat Server options with new statistical type definitions:
    1. Back up the Stat Server configuration options to a file:
      In GAX, navigate to Configuration > Environment > Applications.
      Select the Stat Server Application object.
      Open the Application Options tab.
      Click More.
      Choose Export to save the file.
    2. Optionally, update options inside the pulse_statistics.cfg file from the scripts folder to a particular social media that is configured in eServices solution (for example, facebook, twitter, facebooksession, facebookprivatemessage). See eServices documentation for more details.
    3. In Stat Server Application Options remove Average_Handle_Time, Average_Hold_Time, Continuous_Login_Time, Utilization, Total_Calls_Outbound, Total_Calls_Internal, CallsAnswered, CurrAgentsLoggedIn, CurrNumberWaitingCalls, Total_Calls_Abandoned, CurrAvgCallWaitingTime, and Total_Queue_Wait_Time sections. These stattype definitions were changed and you have to remove old sections to create new ones.
    4. Import the pulse_statistics.cfg file from the scripts folder to the Stat Server Application Options to create new stattypes within both the primary and backup Stat Server Application objects.
      Tip
      In the first step of this file import uncheck Override.
      Important
      To calculate the % Ready Time in the Queue KPIs template, set the queue-use-pseudo-actions option in the [statserver] section of Stat Server Application object to false.
    5. After the pulse_statistics.cfg file is imported, restart the Stat Server application.
    6. (Optional) To prevent Pulse from updating the Genesys-provided templates to release 8.5 when Pulse starts, create the new option install_templates with its value set to false in the [pulse] section of the Pulse Application object. If you also want the ability to remove any template using Pulse, create the option editable_templates with its value set to true. See the Configuration Options in the Genesys Pulse Deployment Guide for details.
  14. Stop all Genesys Pulse Collectors.
  15. Uninstall all Genesys Pulse Collectors.
  16. Back up the Genesys Pulse Collector configuration options for each Genesys Pulse Collector to a file:
    1. In GAX, navigate to Configuration > Environment > Applications.
    2. Select the Genesys Pulse Collector Application object.
    3. Open the Application Options tab.
    4. Click More.
    5. Choose Export to save the file.
  17. In GAX, upload the Pulse Collector Installation Package and Template:
    1. In GAX, navigate to Administration > Installation Packages and click the plus sign.
    2. Select Installation Package Upload (template uploaded separately) and click Next.
      For Upload a Package, select the zipped file that contains the Pulse Collector Installation Package (for example, \PulseCol\version\linux\b1\ip, which has the Installation Package description file).
      For Upload an XML template, select the XML Template file (Collector.xml from the Templates Installation Package directory).
      For Upload an APD template, select the APD Template file (Collector.apd from Templates Installation Package directory).
    3. Click Finish.
  18. Deploy the Genesys Pulse Collector Installation Package and Template:
    Important
    You can also install Genesys Pulse Collector directly on the server by executing the Genesys Pulse Collector installation procedure from the Genesys Pulse Collector installation package, then uploading the Genesys Pulse Collector template (Collector.apd) using Configuration Manager.
    1. Click the Genesys Pulse Collector Installation Package to open the Properties tab.
      Important
      The Genesys Pulse Collector Installation Package status should be complete.
    2. Click the related icon and choose Install to open the IP Deployment Wizard.
    3. After the host selection, enter the Genesys Pulse Collector application name from the previous release as the application name and finish the installation.
      Important
      The InstallPath should point to an empty folder
    4. Repeat this step for each Genesys Pulse Collector Application object.
  19. Update the Genesys Pulse Collector Application options:
    1. In GAX navigate to Configuration > Environment > Application Templates.
    2. Select the new Pulse Collector Application Template.
    3. Open the Application Options tab.
    4. Click More.
    5. Select Export to save the file with the Genesys Pulse Collector Template options.
    6. Navigate to Configuration > Environment > Applications.
    7. Open the Properties of the Pulse Collector Application object.
    8. Open the Application Options tab.
    9. Click More.
    10. Select Import and select the file you saved with the Genesys Pulse Collector Template options.
    11. Check Override.
    12. Apply the changes.
    13. If required, update the new options according to recommendations in the Genesys Pulse Deployment Guide. Also, you can use the backup file of the Genesys Pulse Collector configuration options as a guide of what to change.
    14. Repeat those steps for each Genesys Pulse Collector Application object.
  20. Only for migration from 8.5.000:
    1. In the Genesys Pulse installation folder, open the scripts folder to select the upgrade script to version 08.5.001.02 for your RDBMS (for example pulse_upgrade_08.5.001.02_postgres.sql for PostgreSQL).
    2. Execute the upgrade SQL script on your Genesys Pulse DB schema.
    3. From the Genesys Pulse installation folder, within the dbtool folder, create the configuration file migration_8.5.102.cfg using the sample provided:
      db.type=<dbtype>
      db.url=<url for connection to db>
      db.user=<database username>
      db.password=<database password>
      config_server.host=<configuration server host>
      config_server.port=<configuration server port>
      config_server.username=<username to connect to configuration server>
      config_server.password=<password to connect to configuration server>
    4. From the command line, run: 'migration_8.5.102.bat -m' on Windows or './migration_8.5.102.sh -m' on Linux
  21. Only for migration from 8.5.102 or earlier:
    1. In the Genesys Pulse installation folder, open the scripts folder to select the upgrade script to version 08.5.002.00 for your RDBMS (for example pulse_upgrade_08.5.002.00_postgres.sql for PostgreSQL).
    2. Execute the upgrade SQL script on your Genesys Pulse DB schema.
    3. From the Genesys Pulse installation folder, within the dbtool folder, create the configuration file dbtool.cfg using the sample provided:
      db.type=<dbtype>
      db.url=<url for connection to db>
      db.user=<database username>
      db.password=<database password>
      config_server.host=<configuration server host>
      config_server.port=<configuration server port>
      config_server.username=<username to connect to configuration server>
      config_server.password=<password to connect to configuration server>
    4. From the command line, run: dbtool.bat -m on Windows or ./dbtool.sh -m on Linux
    5. Optional: When the user used for migration has no rights to edit Role objects:
      • Review migration log (saved in the dbtool/log folder).
      • Find List of roles in the end of log that should be updated manually.
      • Manually edit all these roles through GAX:
        In the current moment, GAX shows two sets of privileges with the same names, they are different only in Since Version. Need to check privilege with the same name as already checked.
        If role has the Pulse View Dashboard or Pulse View Dashboard Restricted privilege, then check the Pulse Manage Tabs privilege.
        If role has the Pulse Manage Templates privilege, then check the Pulse Manage Shared Tabs privilege.
    6. Optional: Clean up old privileges:
      • From the Genesys Pulse installation folder, within the dbtool folder, append the dbtool.cfg configuration file with the following sample:
        gax.url=http://<GAX server host>:<GAX server port>/gax
        gax.username=<username for login to GAX server>
        gax.password=<password for login to GAX server>
      • From the command line, run: dbtool -up <path to Pulse.xml file from the Templates Installation Package directory>.
  22. Only for migration from 8.5.105 or earlier:
    1. In the Genesys Pulse installation folder, open the scripts folder to select the upgrade script to version 08.5.106.00 for your RDBMS (for example, pulse_upgrade_08.5.106.00_postgres.sql for PostgreSQL).
    2. Execute the upgrade SQL script on your Genesys Pulse DB schema.
  23. In the Genesys Pulse installation folder, open the scripts folder to select the upgrade script to version 09.0.000.00 for your RDBMS (for example, pulse_upgrade_09.0.000.00_postgres.sql for PostgreSQL).
  24. Execute the upgrade SQL script on your Genesys Pulse DB schema.
  25. From the Genesys Pulse installation folder, within the dbtool folder, create the configuration file dbtool.cfg using the sample provided:
    db.type=<dbtype>
    db.url=<url for connection to db>
    db.user=<database username>
    db.password=<database password>
  26. From the command line, run: dbtool.bat -m900 on Windows or ./dbtool.sh -m900 on Linux.
  27. Start Genesys Pulse.
  28. Start Genesys Pulse Collectors.
  29. Check that Genesys Pulse is working.
  30. Remove the old GAX application from connection of the Genesys Pulse Application object.
  31. Remove all Genesys Pulse Collectors and Genesys Pulse DAP applications from connections of all GAX Application objects.
  32. Restart Genesys Pulse.
  33. Optional: If needed, install the latest available Genesys Pulse Language Packs according to Deploy Language Packs.
  34. Optional: In order to set permissions for dashboards, you need to clone them with the Save to configuration server option and then remove original. See Genesys Pulse Help.
  35. Start Genesys Pulse Collectors.
  36. All users must clear their browser cache.

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This page was last modified on November 15, 2018, at 09:55.