Manual upgrade activities
After performing a Callback upgrade, perform the following activities to finalize the upgrade process.
9.5.5 Additional Requirements
Core Monitor site.config file
When upgrading from 9.5.4 to 9.5.5, the Core Monitor site.config file must be updated manually. The one change required is to update the version in the URL after the -boot flag, as seen below:
Original version
{start_args, "-setcookie vht_cookie -boot \"C:/Program Files (x86)/Virtual Hold Technology/Core Monitor/releases/9.5.4/vht_ha_qm\" -boot_var RELEASE_DIR \"C:/Program Files (x86)/Virtual Hold Technology/Core Monitor\""}
Updated version
{start_args, "-setcookie vht_cookie -boot \"C:/Program Files (x86)/Virtual Hold Technology/Core Monitor/releases/9.5.5/vht_ha_qm\" -boot_var RELEASE_DIR \"C:/Program Files (x86)/Virtual Hold Technology/Core Monitor\""}
Basic Requirements
Updating the database
Perform the following activities to update the Callback database after an upgrade.
Running database upgrade scripts
Navigate to C:\Program Files (x86)\Virtual Hold Technology\SQL Server Database Installation Scripts) and execute the following scripts:
- VHT_Config
- VHT_Config_Inserts
- VHT_RPT
- VHT_RPT_Inserts
- (Optional) VHT_Audit_Create_Tables
If the VHT_Config scripts fail to run when upgrading to On-Premise Callback version 8.10.1 or later, check the QueueGroups table for a site name record that does not exist in the SiteNameDesc table.
Setting Outreach extensions
If upgrading to On-Premise Callback version 8.11.0 or later and using the Outreach application, the Outreach extensions must be updated to use Treatment Type 20 in the database.
(Optional) VHT_Audit_Create_Tables
If you set up user audit logging on a pre-8.2 version of On-Premise Callback software, and you upgrade to a newer version, you must also run the VHT_Audit_Create_Tables.sql script after upgrading.
The following scripts are optional and only need to be run if you plan to audit and report user activity in the Launchpad application:
- VHT_Audit_Create_Connection.sql, VHT_Audit_Create_Tables.sql, and VHT_Audit_Report_Query_Example.sql
The following scripts are optional and only need to be run if you are working with Support to implement the Monthly License Utilization custom report:
- VHT_RPT_Utilization_CreateTableAndJob.sql, VHT_RPT_Utilization_PopulateTable.sql
Installing license files
Copy the license file (by MAC address) to the root Virtual Hold directory (default location is C:\Program Files (x86)\Virtual Hold Technology) on each Core instance. Within a minute or less, the license file is read by the On-Premise Callback licensing component, and the licenses are available.
If a larger license file is currently in use, the surplus licenses reside in the Global Pool.
Updating Avaya UUI
The Call Type Indicator - Agent Priority setting specifies a string that writes in the UUI field for an Agent Priority call, and has a default value of 4. Existing call type indicators in Configuration > Telephony > Avaya UUI may need to be updated if previously configured to use 4.
Checking Erlang Ports
Verify any manually-configured Erlang ports are still specified in the registry. If needed, recreate them from the notes you made before upgrading.
Within the registry of each Core and Management server:
- Check these paths: (The first is for 64-bit Erlang and the second is 32-bit. Either or both may be in use.)
- HKLM\SOFTWARE\Wow6432Node\Ericsson\Erlang\ErlSrv\1.1\See_Below_Service_Names
HKLM\SOFTWARE\Ericsson\Erlang\ErlSrv\1.1\Our_Service_Name
- Look for these services:
- VHT Configuration Management
- VHT Core Monitor
- VHT Datastore
- VHT Management API
- VHT Notification Server
- VHT Peripheral Monitor
- Inside each service, locate and edit this key: Args
- If needed, add this string to the beginning of the value, before the existing value already present inside the key. There must be a space between the 55999 and the existing value. The existing value should not be modified.
-kernel inet_dist_listen_min 55000 -kernel inet_dist_listen_max 55999
- Replace 55000 and 55999 in the example with the minimum and maximum port numbers that you noted prior to upgrading.
Restarting web browser
Restart the web browser before opening Configuration.
Starting services
Re-establish service accounts for the following services:
- Core Monitor
- Authorization
- Management API
- Configuration Management
Starting Callback software
To start the On-Premise Callback software, perform the following:
- Verify the following services are already started on each Management instance:
- RabbitMQ
- VHT Authorization
- VHT Management API
- VHT Notification Server
- VHT Statistics
Verify the VHT Datastore is already started on each Core instance
Start the VHT Core Monitor on each Core instance.
Start the VHT Peripheral Monitor on each Management instance.
On each Management instance, navigate to the Configuration Management installation directory (default is C:\Program Files (x86)\Virtual Hold Technology\ConfigurationManagement) and confirm that a Mnesia node named Mnesia.confmgmt@domain_name has been created. If the Mnesia node does not exist, perform the following:
Perform the following as an Administrator.
- If necessary, stop the VHT Configuration Management service.
- Navigate to the \bin directory inside the Configuration Management installation directory.
- Double-click the first_time_initialization_of_configuration_management_datastore_connection.cmd file.
- Confirm that the Mnesia node now exists in the location listed above.
- Repeat these steps on each Management instance.
- Start the following services on each Management instance:
- VHT Agent Priority (if you plan to use the Agent Priority feature)
- VHT Configuration Management
Stopping Callback software
To stop the On-Premise Callback software, perform the following:
- Stop the following services on each Core instance:
- VHT Core Monitor
- VHT Datastore
- Stop the following services on each Management instance.
- VHT Agent Priority
- VHT Authorization
- VHT Configuration Management
- VHT Management API
- VHT Notification Server
- VHT Peripheral Monitor
- VHT Statistics
- Stop the RabbitMQ service on all instances.
Manual VHT EyeQueue web.config file changes
When upgrading On-Premise Callback, the following changes must be made to the VHT EyeQueue web.config so that selections of Holding, Callback and Under Threshold Queue IDs for an incoming extension (from the VHT EyeQueue application) are successful.
- Navigate to the current VHT EyeQueue web.config file (located in the ...\Program Files (x86)\Virtual Hold Technology\VirtualHoldPub\EyeQueue directory). Save a backup copy of this file to another location.
- Locate the serviceBehavior entry in the behaviors section within the system.serviceModel section of the current web.config file and verify it matches the following:
<serviceBehaviors>
<behavior name="PickerServiceBehavior">
<!--Uncomment the line below for SSL support-->
<!--<serviceMetadata httpGetEnabled="true" httpsGetEnabled="true"/> -->
<serviceMetadata httpGetEnabled="true"/>
</behavior>
</serviceBehaviors>
- Locate the serviceBehavior entry in the services section within the system.serviceModel section of the current web.config file and verify it matches the following:
<service behaviorConfiguration="PickerServiceBehavior"
name="VHT.EyeQueue.Presentation.Services.PickerService">
<!--Uncomment the line below for SSL support-->
<!--<endpoint address="" behaviorConfiguration="EndpBehavior" binding="webHttpBinding" bindingConfiguration="webBindingHttps" contract="VHT.EyeQueue.Presentation.Services.IPickerService" /> -->
<endpoint address="" behaviorConfiguration="EndpBehavior" binding="webHttpBinding" bindingConfiguration="webBinding" contract="VHT.EyeQueue.Presentation.Services.IPickerService" />
<endpoint address="mex" binding="mexHttpBinding" contract="IMetadataExchange" />
</service>
- Locate the webHttpBinding entry in the bindings section within the system.serviceModel section of the current web.config file and verify it matches the following:
<webHttpBinding>
<!--Uncomment the webHttpBinding section below for SSL
<binding name="webBindingHttps">
<security mode="Transport"/>
</binding>
-->
<binding name="webBinding">
<security mode="None"/>
</binding>
</webHttpBinding>
Confirming an upgrade on a Core instance
The RabbitMQ and VHT Datastore Services should be running.
The Virtual Hold Registry should indicate build number installed (8.7.0.653 for example).
On the root of C:\, a VHTInstallation Log is written with a date modified corresponding to the time the upgrade was performed.
Verify the Virtual Hold Technology directory contains:
- RabbitMQ Server
- ReaderBoardAdapter
- SQL Server Database Installation Scripts
Confirming an upgrade on a Management or Peripheral instance
Verify the Virtual Hold Technology directory contains:
- ConfigurationMangement
- RabbitMQServer
- SQL Server Database Installation Scripts directories.
Verify the Virtual Hold Technology\Management API directory contains a backup_site config and site config file.
Verify the Virtual Hold Technology\Notification Server directory contains a backup_site config and a site config file.
Verify the Virtual Hold Technology\RabbitMQ directory contains a db directory. This indicates the datastores were correctly clustered.
Verify the Virtual Hold Technology\ConfigurationManagement directory contains an Mnesia node named Mnesia.confmgmt@domain_name. If the Mnesia node does not exist, perform the following:
- Stop the VHT Configuration Management service.
- Navigate to the \bin directory inside the Configuration Management installation directory.
- Double-click the first_time_initialization_of_configuration_management_datastore_connection.cmd file.
- Confirm that the Mnesia node now exists in the location listed above.
- Start the VHT Configuration Management service.
- Repeat these steps on each Management instance.
Verify the RabbitMQ, VHT Authorization, VHT Management API, VHT Notification Server, and VHT Statistics services are running.
Verify the Virtual Hold Registry indicates the build number (8.7.0.653 for example).
Verify the Virtual Hold Technology\SQL Server Database Installation Scripts directory contains the following scripts.
- VHT_Audit_Create_Connection
- VHT_Audit_Create_Tables
- VHT_Audit_Report_Query_Example
- VHT_Config
- VHT_Config_Inserts
- VHT_RPT
- VHT_RPT_Inserts
- VHT_RPT_Utilization_CreateTableAndJob
- VHT_RPT_Utilization_PopulateTable
On the root of C:\, a VHTInstallation Log is written with a date modified according to the time the upgrade was performed.
Verify the Configuration Wizard and VHT EyeQueue icons display on the server desktop.
For On-Premise Callback versions 8.11.0 or later, verify the Configuration icon displays in lieu of the VHT EyeQueue icon.
Verify the IIS Application Pools have the Identity specified in the solution.json file, and Virtual Directories include ConfigurationManagment and launchpad.