(9.0+) Upgrade process

Stop the related On-Premise Callback services and processes on all servers and instances before upgrading the system.

Tip: When upgrading multiple instances, complete the upgrade on the first to ensure that RabbitMQ is installed and running before upgrading the remaining instance hosts and servers.

Perform the following to upgrade On-Premise Callback software:

  • Stop all Callback services, including RabbitMQ.
  • Download the Callback software from a Medallia representative and run the setup.exe file from the root level of the build folder.
  • Click Next in the Welcome window.
  • Select the Load existing configuration file to install or edit radio button
  • Browse for the installation location of the On-Premise Callback solution.json file, and select the Upgrade radio button.
  • Enter the location of the configuration file to install or edit in the text field.
  • If using OCC, re-enter the following URL to update the Call Control Interaction Server .war file:
OCC Installer FieldDescriptionExample Value
Call Control Interaction Server

The URI of the CCXML application to execute in the new call session.

Replace the vht-ivg portion of the URL with CCIS to update the URL.

http://10.10.10.13:8080/CCIS/vht_hvp.ccxml
Note: The Agent Result URL is no longer required for versions 8.12.0 or later. The upgrade process removes the URL from the site.config file.
  • Re-enter the SQL server password.
  • Re-enter the IIS user account and password.
  • Enter the Service Account Credentials.
  • Enter the location of the configuration file to install or edit in the text field.

example installer page

  • Click Next on the Configuration File for Upgrade screen.
  • The Upgrade Summary window displays. The upper part of the window lists a summary of the components upgraded on the server.
  • Click Install to proceed with the upgrade.

A lower section lists the database upgrade scripts that must be run after the upgrade installation is complete. The upgrade is considered complete after the listed scripts are run successfully.

example installer page

  • If this server contains a Management Instance, the Management Instance Installation window is displayed.
  • This window does not appear when upgrading systems containing only one Management instance (Standalone for example).
  • Once the upgrade has begun, the Installing window appears. During this time, the upgrade can take up to 15 minutes to complete. Do not close any windows or take any action until the Installation Complete window displays the "Completed" message.
  • Select Yes if this server contains the first Management Instance being installed.
  • Select No if this server does not contain the first Management Instance being installed.

example installer page

  • Click Next.
  • Click OK to continue with the upgrade when prompted that a system restart is required.
  • Click Next in the Installation Complete window.

example installer page

  • Click Finish in the Completing window.
  • Repeat this process on any remaining instances.
  • Restart the server.