Upgrading to IVG 3.7

Interactive Voice Gateway (IVG) version 3.7 supports an upgrade from any of the following versions:

  • 3.5.0
  • 3.6.0

The IVG upgrade runs using the IVG Setup Wizard like a new installation. The IVG Setup Wizard imports the information from the existing configuration file on each screen of the installer, and populates any new screens with the default values. This process ensures the correct versions of the third party software - including Java, PostgreSQL, and Tomcat - are installed, and that the install_ivg.file is generated using the new IVG Setup Wizard with the correct keys, values, and syntax.

Prior to uninstalling:

  • Capture the current IVG provisioning details
  • Backup the toolkit.properties file
  • Uninstall IVG
  • Run the IVG setup wizard and import the saved install_ivg.cfg file to generate a new install_ivg.cfg file

Capturing IVG provisioning

Use the following tables to capture the current Application provisioning details for use when re-provisioning.

Inbound

URL

URL where the inbound application can be found.

Example: http://localhost:8080/VIS/PlatformSupport_HVP/Begin?Tenant=VHT&MODE=HVPAvaya

Application parameters

Keys and associated values used by the inbound IVR.

Default:

(required parameters)

ap.connhdrstodlg=1
type=application/voicexml+xml

Failure Destination:

(required parameter)

failure_destination=sip:55202@10.10.10.10

Additional:

(enter any additional parameters)

DNIS numbers

Range of DNIS numbers available for the inbound application.

Default: inbound-inbound

Outbound

URL

URL where the outbound application can be found.

Default: http://localhost:8080/VIS/PlatformSupport_HVP/Outbound?MODE=HVPAvaya

Application parameters

Keys and associated values used by the outbound IVR.

Default:

(required parameter)

type=application/voicexml+xml

Additional:

(enter any additional parameters)

DNIS numbers

Range of DNIS numbers available for the outbound application.

Default: outbound-outbound

Agent Priority

Capture Agent Priority provisioning only if this feature is enabled for your Callback deployment.

URL

URL where the Agent Priority application can be found.

Default: http://localhost:8080/VIS/AgentPriority

Application parameters

Keys and associated values used by Agent Priority.

Default:

(required parameter)

type=application/voicexml+xml

Additional:

(enter any additional parameters)

DNIS numbers

Range of DNIS numbers available for the Agent Priority application.

Default: agentpriority-agentpriority

Outreach

Capture Outreach provisioning only if it is enabled and licensed for your Callback deployment.

URL

URL where the Outreach application can be found.

Default: http://localhost:8080/VIS/PlatformSupport_HVPEnvironment/Begin/Tenant-VHT&?MODE=HVPEnvironment

Application parameters

Keys and associated values used by Outreach.

Default:

(required parameters)

type=application/voicexml+xml

Additional:

(enter any additional parameters)

DNIS numbers

Range of DNIS numbers available for the Outreach application.

Default: outreach-outreach

Prompt Recorder

Capture Prompt Recorder provisioning only if Prompt Recorder is enabled for your Callback deployment.

URL

URL where the Prompt Recorder application can be found.

Default: http://localhost:8080/PRec/PRec/Begin?Tenant=VHT&MODE=HVP

Application parameters

Keys and associated values used by Prompt Recorder.

Default:

(required parameters)

type=application/voicexml+xml

Additional:

(enter any additional parameters)

DNIS numbers

Range of DNIS numbers available for the Prompt Recorder application.

Default: PRec-PRec

Backing up the toolkit.properties file

Backup the toolkit.properties file prior to uninstalling IVG by saving a copy locally. After uninstalling IVG, re-install the toolkit.properties file on the VM.

Running the IVG setup wizard

The IVG setup wizard builds the configuration file required for IVG installation. Each screen of the setup wizard collects installation details for IVG and its components, and compiles the user input into a single configuration file. This configuration file is then used to install IVG on each VM in the deployment.

Use existing configuration files to upgrade IVG. The IVG setup wizard uses the information from the existing configuration file to populate each screen of the installer, and populates any new screens with the default values.

Uninstalling IVG

The IVG_xxxx.zip file that is used to install the Interactive Voice Gateway (IVG) also contains the ivguninstaller-xxxx file, which is used to uninstall IVG. The ivguninstaller-xxxx requires no modification, and uninstalls all IVG components and dependencies when executed.

Reinstalling IVG

Interactive Voice Gateway (IVG) is installed on designated Linux VMs using the configuration file created by the IVG setup wizard. The single IVG configuration file is used to install IVG on each VM in the IVG deployment.

Interactive Voice Gateway (IVG) is installed on designated Linux VMs using the configuration file created by the IVG setup wizard. The single IVG configuration file is used to install IVG on each VM in the IVG deployment.

  • Copy the ivginstaller file to the VM where the first instance of IVG will be installed.
  • Copy the install_ivg.cfg file created by the IVG setup wizard to the VM where the first instance of IVG will be installed.

The target directory name where the files are copied must not contain spaces.

  • Navigate to the directory where the ivginstallerwas saved and open the installer.
  • Enter the following command to change the permissions:

chmod a+x ivginstaller- xxxx

  • Enter the following command to execute the installer:

./ ivginstaller- xxxx | tee install_ mmddyy .txt

Where mmddyy is the date of the installation. This saves a dated installation log of the IVG installation process.

  • Repeat Steps 1-5 on each VM in the IVG deployment.

The installer may take 10-15 minutes to complete, which is marked by a IVG server restart.

Verifying IVG installation

After the IVG installer process has finished, verify the installation by completing the following:

  • Navigate to http://server_address:2020 and verify the management system interface displays.
  • If the homepage does not display, open the install_mmddyy.txt and verify no errors or exceptions are present.
  • Repeat Steps 1-2 for each VM in the IVG deployment.