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Migrating the Advisors Applications – 8.5 Releases

Procedure:

Prerequisites

  • Important Security Information for Users of Linux Servers

    If you install Advisors components on Linux machines, be aware that there are additional security concerns related to Advisors installation. The Advisors installation wizards are graphical installers. To run these installers as they were intended, you require the X Windows System on your Linux machines.

    Without the X Windows System, passwords that you enter during the installation process display in plain text; therefore, during installation, Genesys recommends that you take extra precautions to ensure that only users with the correct security permissions are allowed to view the screen where you are running the Advisors installers.

  • Important Information for Migration to Release 8.5.2:

    Migrating to release 8.5.2 removes all existing user preferences in all existing installations because of the significant UI changes in this release and the user preference management strategy that has been implemented.

  • Important Information for Migration to Release 8.5.100 in Oracle Environments:

    For migration to release 8.5.1, you must grant the Platform user a privilege that allows that user to create materialized views if you did not use the supplied deployment scripts to create the user. You must grant the privilege to the 8.5.001 user before you apply the migration script.

  • Important Information for Migration to Release 8.5.100 in Microsoft SQL Server Environments:

    • Starting with Performance Management Advisors release 8.5.100, the minimum supported version of Microsoft SQL Server is MS SQL Server 2008.
    • Complete the following steps in the order listed:
      1. Prior to the Platform database content migration, you must move the Platform database to an MS SQL Server of a supported version. See the Genesys Supported Operating Environment Reference Guide for the list of supported databases.
      2. You must upgrade the Platform database to release 8.5.001 before you begin the upgrade to release 8.5.100.
      3. Ensure that all the external prerequisites are in place (see Supporting Software Components).

Steps

  1. Ensure that all the external prerequisites are in place (see Supporting Software Components).

  2. Upgrade your database software, if required.

  3. Uninstall the previous version of each application from the server.

    Important

    The previous installation must be completely removed by deleting or renaming its installation directory.

    Genesys recommends that you uninstall the Windows services for the Advisors CCAdv XML Generator and Advisors Suite Server (that is, the Platform Server) before you rename or delete the installation directory. Uninstalling the Windows services requires files that are in the installation directories you are going to delete or rename.

    If the migration fails and you must roll back to the previous version, changing the directory name to the original name suffices.

  4. Migrate the databases. For migrations to Advisors release 8.5.2, see Migrating Databases to Advisors Release 8.5.2 for additional information.

    It is very important to migrate the databases in the order listed in the substeps following the Note.

    In release 8.5.0, database migration includes deprecating schemas. In earlier releases, the Advisors suite required three schemas. Starting in release 8.5.0, the suite requires only two (the Frontline Advisor database is no longer required). As part of the database migration, described in the following substeps, you will remove the third schema’s data.

    Important

    Important Information for Migrations of 8.5.0 Installations in an Oracle Environment

    Before applying the 8.5.001 database migration script, check to see if any procedures have names starting with spMigrate. If such procedures exist, use the following script to remove them:

    BEGIN
    EXECUTE IMMEDIATE 'DROP PROCEDURE spMigrateCallCalcFA';
    EXCEPTION WHEN OTHERS THEN NULL;
    END;
    /
    BEGIN
    EXECUTE IMMEDIATE 'DROP PROCEDURE spMigrateCallRaFA';
    EXCEPTION WHEN OTHERS THEN NULL;
    END;
    /
    BEGIN
    EXECUTE IMMEDIATE 'DROP PROCEDURE spMigrateCustomMetricDirect';
    EXCEPTION WHEN OTHERS THEN NULL;
    END;
    /

    If the Platform 8.5.001 database migration script for Oracle issues errors on the first run, then you must re-apply the script.

    1. Migrate the AGA metrics databases. The AGA metrics database must be migrated before any other in any environment – Oracle or MSSQL.

      Important

      Important Information for Release 8.5.000

      To migrate to release 8.5.000, you use scripts supplied by Genesys to remove old objects and then add new objects to the Advisors Genesys Adapter metrics database. Genesys provides two scripts for Oracle and one for MS SQL.

      Migration of AGA Oracle METRICS Schema

      1. Connect as the METRICS user.
      2. Execute gc_metrics_<version>_ObjectsDrop.sql.
      3. Execute gc_metrics_new_<version>_ObjectsPlus.sql.

      Migration of AGA MS SQL Databases

      1. Connect to the AGA metrics database.
      2. Execute gc_metrics_newdb_<version>.sql.

      Important Information for Release 8.5.100

      Starting with release 8.5.1.00, it is no longer necessary to run gc_metrics_<version>ObjectsDrop.sql before running gc_metrics_new<version>_ObjectsPlus.sql when migrating the Advisors Genesys Adapter metrics database.

      Migration of AGA Oracle METRICS Schema

      1. Connect as the METRICS user.
      2. Execute gc_metrics_new_<version>_ObjectsPlus.sql.
    2. Ensure you grant Select permissions for all AGA Metrics views to Advisors Platform.

    3. Make a backup of the Platform schema. Ensure that the backup can be successfully restored. Compare the restored and the original schema to ensure that they are identical.

    4. Migrate the Platform database.

      For detailed information about which scripts to run and when, see the Readme-advisors-platform-migrate.txt file included in your Installation Package.

      Important

      Important Information About the Advisors Platform Release 8.5.101.17 Database Migration

      Before you apply the migration scripts, complete the following steps:

      1. Either you, as a privileged user, or your DBA, must run the following script to create a job class for Advisors:

        advisors-platform-<version>_DBMS_SCHEDULER.sql

      2. Either you, as a privileged user, or your DBA, must run the following commands:

        GRANT CREATE JOB TO &&PLATFORM_USER;

        GRANT EXECUTE ON SYS.GENADVISORSJOBCLASS TO &&PLATFORM_USER;

      If you are upgrading an existing installation and you have the bulk configuration tool deployed, run the new version of the blkObjectsCre.sql script. Take the script from the folder that corresponds to the configuration mode of the installation that you are upgrading.

    5. For Migration to Release 8.5.000 only

      Starting in release 8.5.0, the Frontline Advisor database is no longer required; the FA database content moves to the Platform database.

      If you use Frontline Advisor in your enterprise, perform the following Steps in the order listed to migrate FA database content to the Platform database and to migrate FA metrics from release 8.1.5 to 8.5.0.

      1. Run the Object Migration Wizard to transfer the 8.1.5 FA database content to the Platform database after you migrate the Platform database (see Using the Frontline Advisor Database Transfer Migration Option).
      2. Manually remove the FA metrics business attribute values before using the Object Migration Wizard to migrate FA metrics data. In the Genesys configuration interface that you use, the values are under the default tenant. The path is Business Attributes\Advisors Metrics\Attribute values\Frontline Advisor.
      3. Run the Object Migration Wizard to register the FA metrics in Genesys Configuration Server. The metrics transferred to the Platform database as part of Step 1, and removed from the Genesys Configuration Server in Step 2, need to be registered in Genesys Configuration Server for user access control.
    6. If you use Frontline Advisor with a Cisco data source, migrate the Advisors Cisco Adapter database. Note that the Advisors Cisco Adapter is available only for Advisors releases prior to release 8.5.2. Support for Cisco data sources is discontinued starting with Advisors release 8.5.2. Advisors Cisco Adapter release 8.5.100.09 was the final release for this Advisors component.

    7. If you use CCAdv/WA, migrate the Metric Graphing database.

      The script for the Metric Graphing database is included in the CCAdv/WA installation package (IP). Starting in release 8.5.0, the script to migrate the Metric Graphing database includes the word “migrate” in the filename.

  5. Migration to Release 8.5.1 only

    New metrics were added to Advisors in release 8.5.1. Ensure you run the FA metrics and CCAdv/WA metrics options in the Object Migration Wizard to register these metrics in Genesys Configuration Server. See Object Migration Wizard for information about using the wizard.

  6. Migration to Release 8.5.1 only

    Be aware that some Advisors components are controlled by the Genesys Solution Control Server (SCS) starting with release 8.5.1. Integration with the SCS means you must:

    • Install the Local Control Agent (LCA) on each system that runs any of the components that integrate with SCS.
    • Configure a Host in Genesys Configuration Server for each system that runs any of the components that integrate with SCS.
    • Configure an Application in Genesys Configuration Server for each Advisors server that runs one or more of the components that integrate with SCS.

    See the following pages in the Genesys Performance Management Advisors Deployment Guide for detailed information:

  7. Install the Platform service.

  8. Install the adapter(s).

    Note that the Advisors Cisco Adapter is available only for Advisors releases prior to release 8.5.2. Support for Cisco data sources is discontinued starting with Advisors release 8.5.2. Advisors Cisco Adapter release 8.5.100.09 was the final release for this Advisors component.

    For releases up to, but not including release 8.5.1 and later, also install the Windows service for the Adapter(s) you have installed. Starting with release 8.5.1, the adapters are controlled by the Genesys Solution Control Server and the Windows service is no longer required.

    To install an Adapter core service, run the installation .jar file for the release to which you are migrating and ensure the option to install the service is selected as part of the server installation. For detailed information, see the Performance Management Advisors Deployment Guide.

    Important

    Important Information for Migration to Release 8.5.2

    Starting in release 8.5.2, you configure Stat Servers as connections to the Advisors Genesys Adapter (AGA) Application object in the Genesys Configuration Server. See Manage Advisors Stat Server Instances for information. There is an option on the Advisors migration wizard that, when selected, performs the migration operation for all configured adapters in a single pass. You run the export option only once. Be sure to run the option after migrating to release 8.5.2, but before you start any of the adapters. See Migrating Stat Server–Adapter Relationships from the Platform Database to Configuration Server, in this guide. Alternatively, you can manually configure the Stat Server connections and the Stat Server types using a Genesys configuration interface, such as Genesys Administrator. You might do this for security reasons, for example.

    Important

    Important Information for Migration to Release 8.5.1

    Starting in release 8.5.1, Stat Server registration is no longer done during deployment. Previously, you input Stat Server connection information in installer screens, which registered the Stat Servers. In release 8.5.1 and later, you execute dedicated database procedures against the Advisors Platform database to:

    • register or remove Stat Server instances
    • add, edit, or remove Stat Server configuration settings related to Advisors

    After you install Advisors Genesys Adapter, you must run the stored procedure to register the Stat Servers and associate Stat Servers with adapters. See the Performance Management Advisors Deployment Guide for information.

  9. Install one or more of the Advisors components, such as Contact Center Advisor, Workforce Advisor, CCAdv XML Generator, Frontline Advisor, and/or Resource Management, as required in your deployment.

    The order in which you install the preceding Advisors components is not important. However, you must plan the installation and be ready to specify XML Generator application names when prompted by installers. Specify the application names in the Applications section of Genesys Administrator before deployment. The application names you provide in installers must exactly match the names specified in Configuration Server. See the Prerequisites and the deployment procedures in the Performance Management Advisors Deployment Guide for detailed information.

    Important
    • Resource Management is not available in a Cisco-only configuration.

    • XML Generator is required for Contact Center Advisor to function. XML Generator is not used in the WA application, although XML Generator must run at least one cycle immediately after you install it. This is necessary to generate a set of views used by CCAdv and WA to access metrics data sources.

      XML Generator also loads metadata during this cycle: names of switches, applications, agent groups, and the relationships among them, which are subsequently used in CCAdv and WA configuration.

    • If you install a new version of Contact Center Advisor in an environment that uses Contact Center Advisor–Mobile Edition, first uninstall Mobile Edition, install the new Contact Center Advisor software, and then re-install Mobile Edition software. CCAdv–ME is an optional module included in the CCAdv installation file.

  10. Make any additional configuration changes required. For example, if you changed memory allocations in your original Advisors installation, you must reconfigure those settings after migration. The settings revert to default values when you re-install the Advisors suite during a migration.

    For detailed information, see relevant component chapters in the Performance Management Advisors Deployment Guide.

Next Steps

Genesys recommends that you review the metric counts and make sure that your existing Stat Server configuration continues to correspond to the expected load. See the "Performance Management Advisors" chapter in the Genesys Hardware Sizing Guide for information about estimating the number of requested statistics for Frontline Advisor.

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This page was last modified on February 7, 2018, at 21:49.