Deployment Procedure

Contents

Introduction

This deployment procedure applies to the releases of Interaction Concentrator listed in the Release table, above. Click the link in the Release table for the version you are deploying to jump to a description of how to deploy Interaction Concentrator using the package you received from Genesys via FTP. Most releases use the standard deployment procedure.

If your release requires a specialized procedure, the link in the Release table takes you to a header specifying the version number and date of the release. Click the header, and the procedure will open.

Deploying into a New Environment for Release 8.1.5

To deploy this installation package within a new environment, follow the instructions in the Interaction Concentrator Deployment Guide. Be sure to execute all of the scripts listed below:

1. CoreSchema_<db_type>.sql (or, for environments that require Unicode on a Microsoft SQL database, CoreSchema_multilang_mssql.sql)
2. CoreProcedures_<db_type>.sql
3. Purge2_<db_type>.sql (or, on non-partitioned Oracle IDBs when the ICON partition-type configuration option is set to 0, use the Purge2_PartitionType0_ora.sql, available in release 8.1.505.05 and higher.)
4. Wrapper_for_81xxx_<db_type>.sql

If you are creating an Oracle 11 or higher Interaction Database (IDB) for an Interaction Concentrator 8.1.1 or higher deployment and you plan to purge by truncating partitions, execute the CoreSchemaPart_ora.sql and PurgePart_ora.sql scripts instead of the CoreSchema_<db_type>.sql and Purge2_<db_type>.sql scripts. Note that this functionality is available only for Oracle 11 and higher. Refer to the Interaction Concentrator Deployment Guide for deployment considerations and instructions.

Upgrade to Release 8.1.5

To deploy this installation package within an existing Interaction Concentrator 8.1.x environment, follow the procedures in the Interaction Concentrator 8.1.5 Migration Guide.

Note: The Upgrade Notes section in each release entry section of the Release Note (included for releases 8.1.511.01 and higher) briefly indicates which versions need to be upgraded for the release documented in that release entry.

Deployment Procedures for Release 8.1.4

To deploy this installation package within a new environment, follow the instructions in the Interaction Concentrator Deployment Guide—but be sure to execute all of the scripts listed below:

1. CoreSchema_<db_type>.sql (or, for environments that require Unicode on a Microsoft SQL database, CoreSchema_multilang_mssql.sql)
2. CoreProcedures_<db_type>.sql
3. Purge2_<db_type>.sql (or, for specific scenarios explained below, Purge2_PartitionType0_ora.sql)
4. Wrapper_for_81xxx_<db_type>.sql

If you are creating an Oracle 11 or higher Interaction Database (IDB) for an Interaction Concentrator 8.1.1 or higher deployment and you plan to purge by truncating partitions, execute the CoreSchemaPart_ora.sql and PurgePart_ora.sql scripts instead of the CoreSchema_<db_type>.sql and Purge2_<db_type>.sql scripts. Note that this functionality is available only for Oracle 11 and higher. Refer to the Interaction Concentrator 8.1 Deployment Guide for deployment considerations and instructions.

Preliminaries

• In a High Availability environment, Genesys recommends that you run both ICONs in each ICON pair simultaneously for at least one day before the migration. Then fully migrate one ICON before starting to migrate the other.

• If Genesys Info Mart is running in your environment, stop all Info Mart extraction jobs before you start your ICON migration.

Migrating the ICON Server

Follow these steps to migrate the server component of Interaction Concentrator to the latest release.

1. Stop ICON, either using Genesys Solution Control Interface (SCI), Genesys Administrator/Genesys Administrator Extension, or manually. This may take several minutes. Make sure not to restart ICON until after the database update is complete.

2. Back up the Interaction database (IDB).

   If you have customized the gudCustDISP1 or gudCustDISP2 dispatcher stored procedures and saved them with the default (Genesys-provided) names, back up the procedures and restore them after the upgrade.

3. Back up the entire ICON directory in case you need to roll back the migration.

4. Back up your customer-related files, which have the following suffixes:

   • *.db
   • *.pq
   • *.xml—You can locate this file, which by default is named ccon_adata_spec.xml, in the directory where the current version of Interaction Concentrator is installed.

5. Save the scripts that drop outdated stored procedures. To do so, save the drop_<version>_<db_type>.sql file to be used after successful migration completion to drop the old stored procedures.

6. Run the setup file (install.sh or setup.exe) provided in your installation package.

7. Restore the backup customer-related files saved in Step 4. Replace the files installed in the folder where you deployed ICON 8.1.x during migration with your saved files.

Migrating IDB

The update includes an upgrade of the stored procedures and it might include a change to the database schema.

1. Check if an ICON database update is necessary by comparing database schema versions.

   • The database schema version of the new installation can be identified from the name of the following file: drop_<version>_<db_type>.sql.

   • The currently-installed RDBMS version can be identified by either the name of the drop_<version>_<db_type>.sql file in the previous installation of ICON or using the following database query:

     SELECT VAL FROM G_DB_PARAMETERS where SECT = 'schema' and OPT = 'version'.

     If both the current and new ICON schema versions are the same, you do not need to update your IDB.

2. To perform the schema upgrade, apply all the upgrade scripts sequentially in the order of increasing versions starting from the lowest numbered upgrade script version that is higher the current (old) ICON database schema version through the highest version found in the directory.

   The Interaction Concentrator installation package may contains one or more upgrade schema scripts in the following format: Upgrade_N.N.NNN.NN_<db_type>.sql

   where:

   • N.N.NNN.NN indicates the schema version to which this script upgrades the database schema
   • <db_type> defines the type of database (ora, mssql, db2, or postgre).

   Examples

   Example A—If the old IDB version is 8.1.100.28 on ORACLE and the new ICON installation provides the following upgrade scripts:

   • Upgrade_8.1.100.27_ora.sql
   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

   Then run the following scripts in the specified order:

   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

   Example B—If the old IDB version is 8.1.100.32 on ORACLE and the new ICON installation provides the following upgrade scripts:

   • Upgrade_8.1.100.27_ora.sql
   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

   There is no need to apply any of the upgrade scripts.

   Example C—If the old IDB version is 8.1.100.35 on ORACLE and the new ICON installation provides the following upgrade scripts:

   • Upgrade_8.1.100.27_ora.sql
   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

   There is no need to apply any of the upgrade scripts.

   Example D—If the old IDB version is 8.1.100.27 on ORACLE and the new ICON installation provides the following upgrade scripts:

   • Upgrade_8.1.100.27_ora.sql
   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

   Then run the following scripts in the specified order:

   • Upgrade_8.1.100.29_ora.sql
   • Upgrade_8.1.100.32_ora.sql

Upgrading the Stored Procedures

1. Run CoreProcedures_<db_type>.sql. This creates a new set of stored procedures in IDB to support your new ICON installation.

2. If you are running Oracle 11 or higher and plan to purge by truncating partitions, you must create a new partitioned IDB. See the Interaction Concentrator 8.1 Deployment Guide for deployment considerations and instructions.

   Note: If you have an existing partitioned IDB, you cannot migrate that IDB to a non-partitioned database structure.

3. Upgrade your purge procedure. To do so, execute the appropriate one—and only one—of the following scripts:

   • Purge2_<database>.sql
   • Purge2_PartitionType0_ora.sql—Available in release 8.1.505.05 and higher; for use only on non-partitioned Oracle IDBs when the ICON partition-type configuration option is set to 0.
   • PurgePart_ora.sql—If you have a partitioned IDB.

4. Verify that the GSYSPurge81 procedure has been set up appropriately for your deployment. To do this:

   1. Retrieve the transaction_size value by selecting Val from G_DB_PARAMETERS
      where
      SECT = 'GSYSPurge81' and OPT = 'rowspertransaction'
   2. Make sure Val has the required value (the default value is 200,000 records).
      If necessary, you can make changes manually or you can use an optional Interaction Concentrator stored procedure, svcUpdateDBParameters, provided in the Wrapper_for_<schema_version>_⁢db_type>.sql script.

5. Upgrade the wrappers. The ICON scripts directory contains wrappers for the stored procedures. For each RDBMS type, there is a file that matches pattern Wrapper_for_<schema_version>_<db_type>.sql . For example, for Microsoft SQL, the wrapper name is Wrapper_for_<schema_version>_mssql.sql.

   • Execute the wrapper for your RDBMS.

1. If ICON started successfully, you can start the Genesys Info Mart Job_ExtractICON.

2. To delete all old stored procedures for previous Interaction Concentrator releases, execute the drop_<previous_schema_version>_<db_type>.sql script you saved in Step 5 of the Migrating the ICON Server procedure.

   Notes:

   • ICON may have backlog of data in the PQ file from previous run of ICON, prior to the migration. If so, when it starts, ICON processes this data using the old stored procedures.
   • After ICON finishes writing the saved data in the database, the old stored procedures can be safely deleted. In most cases 24 hours is enough time to wait before deleting the old stored procedures.

Rolling Back the Migration

If the upgrade failed and ICON did not start successfully, perform the following steps:

1. Stop Interaction Concentrator.

2. Restore the IDB database from your backup.

3. Restore entire the Interaction Concentrator directory, including the icon.exe file, as well as the *.pq and *.db files.

4. Start the restored version of ICON.

5. If ICON starts successfully, you can then start the Genesys Info Mart extraction job.

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Deployment Procedures for Releases 8.1.0 through 8.1.2

To deploy this installation package within a new environment, follow the instructions in the Interaction Concentrator 8.1 Deployment Guide—but be sure to execute all of the scripts listed below:

1. CoreSchema_<db_type>.sql

2. CoreProcedures_<db_type>.sql

3. Purge2_<db_type>.sql

4. Wrapper_for_81xxx_<db_type>.sql

5. If you are creating an Oracle 11 or higher Interaction Database (IDB) for an Interaction Concentrator 8.1.1 or higher deployment and you plan to purge by truncating partitions, execute the CoreSchemaPart_ora.sql and PurgePart_ora.sql scripts instead of the CoreSchema_<db_type>.sql and Purge2_<db_type>.sql scripts. Note that this functionality is available only for Oracle 11 and higher. Refer to the Interaction Concentrator 8.1 Deployment Guide for deployment considerations and instructions.

6. If you are running Genesys Info Mart 7.6, execute the MergeUpgrade_1_<db_type>.sql script, which creates an additional index for the G_IR_HISTORY table.

7. If you are running Genesys Info Mart 8.x, or you plan to use Genesys Info Mart 8.x in the future, execute the create_ICON_GIM8_0_idx_<db_type>.sql script.

To deploy this installation package within an existing Interaction Concentrator 8.1.x environment, perform the following steps:

1. Create a backup of your attached-data configuration file. You can locate this file, by default named ccon_adata_spec.xml, in the directory where Interaction Concentrator (ICON) is installed.

   Note: If you have customized the gudCustDISP1 or gudCustDISP2 dispatcher stored procedures and saved them with the default (Genesys-provided) names, back up the procedures and restore them after the upgrade.

2. Run the setup file (install.sh or setup.exe) provided in your installation package.

3. Use Genesys Solution Control interface (SCI) or Genesys Administrator/Genesys Administrator Extension to stop ICON, if it is running.

4. (Optional) Back up the Interaction Database (IDB). Genesys recommends backing up IDB, but only if it is feasible to do so without prolonging the service interruption to an unacceptable extent. Backing up a very large IDB (while ICON is stopped) may interrupt data collection for a long period of time.

5. Execute the database scripts listed below:

   1. If you are upgrading to release 8.1.1 or higher, execute the 9_UpgradeSchema_<db_type>.sql script.

   2. CoreProcedures_<db_type>.sql.

   3. Optionally, to delete all old stored procedures for previous Interaction Concentrator releases, execute the drop_<previous_schema_version>_<db_type>.sql script.

   4. For environments running Genesys Info Mart 8.1.1 or an earlier 8.1.x release, run either update_idb_for_gim.sql or update_idb_for_gim_mm.sql, as appropriate, every time you migrate to a new release of Interaction Concentrator. Starting with release 8.1.2, Genesys Info Mart automatically runs the scripts when required. For instructions, see the Genesys Info Mart 8.1 Deployment Procedure or the Genesys Info Mart 8.1 Deployment Guide.

6. If you are upgrading to release 8.1.0, verify that the GSYSPurge80 procedure has been set up appropriately for your deployment.

   1. Review parameter settings in the G_DB_PARAMETERS table in IDB. In particular, ensure that the value of the transaction size parameter (SECT column = 'GSYSPurge80', OPT column = rowspertransaction, VAL column = <transaction size>) is suitable for your deployment. Starting with release 8.0.000.35, if a value for rowspertransaction is not already stored when the GSYSPurge80 procedure executes, the GSYSPurge80 purge procedure sets a default transaction size of 200,000 rows and stores the corresponding record in the G_DB_PARAMETERS table.

   2. If purge parameter settings are not suitable for your deployment, update the G_DB_PARAMETERS table as required. You can make the changes manually or you can use an optional Interaction Concentrator stored procedure, svcUpdateDBParameters, provided in the Wrapper_for_<ver>_<db_type>.sql script, where <ver> refers to the release-specific version of Interaction Concentrator. For example, for Interaction Concentrator 8.1.000.37, it is in the script Wrapper_for_81037_<db_type>.sql.

7. If you are upgrading to release 8.1.1 or higher, verify that the GSYSPurge81 procedure has been set up appropriately for your deployment.

   1. Review parameter settings in the G_DB_PARAMETERS table in IDB. In particular, ensure that the value of the transaction size parameter (SECT column = 'GSYSPurge81', OPT column = rowspertransaction, VAL column = <transaction size>) is suitable for your deployment. Starting with release 8.0.000.35, if a value for rowspertransaction is not already stored when the GSYSPurge81 procedure executes, the GSYSPurge81 purge procedure sets a default transaction size of 200,000 rows and stores the corresponding record in the G_DB_PARAMETERS table.

   2. If purge parameter settings are not suitable for your deployment, update the G_DB_PARAMETERS table as required. You can make the changes manually or you can use an optional Interaction Concentrator stored procedure, svcUpdateDBParameters, provided in the Wrapper_for_<idb_ver>_<db_type>.sql script, where <idb_ver> refers to the version of the database schema that is associated with this Interaction Concentrator release. The version of the database schema does not necessarily match the release number of the component. For example, for Interaction Concentrator release 8.1.200.06, the database schema version is 8.1.200.05; the script name is Wrapper_for_81205_mssql.sql for Microsoft SQL Server RDBMS.

   If you are running Oracle 11 or higher and plan to purge by truncating partitions, you must create a new partitioned IDB. Refer to the Interaction Concentrator 8.1 Deployment Guide for deployment considerations and instructions.

8. Restore the attached-data configuration file:

   1. If necessary, update the attached-data configuration file (from Step 1) as required to implement the new functionality provided by ICON 8.1.x. For more information, see the chapter about attached data in the Interaction Concentrator 8.1 User�s Guide.

   2. Copy your file to replace the one in the folder where you deployed ICON 8.1.x.

9. If necessary, modify configuration settings in the 8.1.x ICON Application, as required for your deployment.

   If you are deploying Interaction Concentrator in an environment with Genesys Info Mart 8.x, or you plan to use Genesys Info Mart 8.x in the future, review the Genesys Info Mart 8.x documentation to identify any required settings.

   Note: (For Genesys Info Mart 8.x customers who encountered problems because of the issue described for ER# 312034811 in the Genesys Info Mart 8.1.x Release Note) If you are migrating to ICON 8.1.000.37, set the value of the cseq-adjustment option in the [callconcentrator] section to 2 (Genesys Info Mart 8.x compatibility mode).

10. Use Solution Control Interface (SCI) or Genesys Administrator/Genesys Administrator Extension to start ICON.

11. Check the log for errors to verify that ICON 8.1.x runs properly.

12. If you have multiple ICON applications, repeat this procedure for each instance.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• Interaction Concentrator 8.1 Release Advisory provides important information that applies to the entire Interaction Concentrator release.

• Interaction Concentrator 8.1 Deployment Guide includes installation procedures for the Interaction Concentrator Administration Console and Interaction Concentrator and acquaints you with their functions.

• Interaction Concentrator 8.1 User�s Guide, which will help you learn more about Interaction Concentrator functionality, including IDB architecture, models used in Interaction Concentrator, attached data processing, available stored procedures, and integration with other Genesys products.

• The Interaction Concentrator 8.1 Physical Data Model for your relational database management system (RDBMS) type, which will help you learn about IDB tables and their relationships.

• Interaction Concentrator 8.1 Database Size Estimator, which will help you estimate the size of your IDB when you are planning your deployment. The estimator is a Microsoft Excel spreadsheet available from the Genesys Documentation website.

• The Interaction Concentrator section of the Framework 8.1 Combined Log Events Help provides detailed information on the log events associated with Interaction Concentrator.

• The Genesys Migration Guide includes installation procedures and upgrade procedures for Interaction Concentrator.

If you encounter any issues with the deployment of this package, please contact Genesys Customer Care.

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