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Migration Procedures

This section describes how to upgrade to the latest version of Genesys Intelligent Automation, without incurring a service outage in all but the smallest (only one VUI) configurations.

Prerequisites

Before you start to upgrade your Intelligent Automation installation, be sure that you meet the following prerequisites:

  • You are running an instance of Intelligent Automation, of any previous version, with more than one VUI.
  • If you are using an Oracle database, a SYS user has executed the following command in Oracle:
ALTER SYSTEM SET open_cursors = 600 scope=BOTH;
  • If you are going to use a new or different DBMS for your Intelligent Automation core and/or reporting databases, you have set up the database, as described in the Database requirements section of the pre-installation checklist.

You can update a production or production-like environment without a service outage if there is more than one VUI to process calls. To do so, you must isolate a single instance at a time, update the application, and then return it to the cluster. You can repeat this process for each of the VUIs in your environment.

Warning
Even though you can migrate your database during the first server upgrade, DO NOT perform any post-migration activities until you have upgraded all of your servers.

Stop the server

Select one of the servers to upgrade, and then deactivate it within the GUI.

  1. Log in to Intelligent Automation.
  2. Go to Administration > Servers. Intelligent Automation displays a list of servers in your environment.
    Tip
    Note the name and ID number of servers in this list (for example, FishGUI and 1) as this information will be required later in this process.
  3. Select one server to upgrade. Click Edit. A server details screen appears.
  4. De-select the Server Status check box, thereby making the server inactive.
  5. Click Save.
  6. Wait for the VUI to process its current calls (the server does not accept new calls once it is inactive). In the Administration > Servers page, wait for the Active Sessions count to show 0. You can refresh the Administration > Servers page as necessary to view the latest Active Sessions count.
  7. After the Active Sessions count is 0, you can stop all services on that specific machine.
    1. Open the Windows Services manager on the machine that hosts the VUI to be upgraded. Choose one of the following methods:
      • Open the Start menu, click Search, and enter Services.
      • Open the Control Panel and select Services.
    2. In the Windows Services manager, identify all Intelligent Automation components. Right-click each component and select Stop. It might take up to one minute for the service to actually stop. You can confirm it has stopped by refreshing the window until the component status displays Stopped.

Uninstall your current Intelligent Automation server

Warning
Before you start to uninstall the existing Intelligent Automation server, be sure to make a backup of the existing folder structure. If you used the default install location for Intelligent Automation, go to C:\SpeechStorm\Platform and copy its contents to another location.

Go to C:\SpeechStorm\Setup, right-click SS_FW_Uninstall.bat, and select Run as administrator. Like when installing this file's predecessor, SS_FW_Install.bat, you must select Run as administrator to ensure that the server is uninstalled correctly.

Tip
Remember the tip about noting server names? This information will be used here.

This file prompts you for information about your current installation, as follows:

Enter the name of the GUI service. For example: FishGUI.
Enter the name of the TomcatGUI service; for example, FishGUI.
Enter the name for the TomcatVUI Windows Service e.g. FishVUI
Enter the name of the TomcatVUI service; for example, FishVUI.
Enter the name for the TomcatMessaging Windows Service e.g. FishMessaging
Enter the name of the TomcatMessaging service; for example, FishMessaging.
Enter the name for the License Manager Windows Service e.g. SpeechStorm License Manager
Enter the name of the SpeechStorm License Manager; for example, "SpeechStorm License Manager". Be sure to put the name in quotation marks, since there are blank spaces in the name.
Would you like to delete the SpeechStorm Platform directory? (Y/N)
Enter y to remove all contents of the folder in which you installed SpeechStorm; for example, C:\SpeechStorm\Platform' if you used the default. This is also the folder that you backed up before starting this uninstall.
Important
This path is case sensitive. If incorrect, the installer prompts you to enter the path again.

Create the directory structure and prepare the environment

  1. Go to C:\SpeechStorm and remove all files - including the Setup folder, which contains install and uninstall batch files.
  2. Copy the installer zip file to this machine.
  3. Unzip the installer file into the existing C:\SpeechStorm folder on this machine. Ensure the folder structure is exactly as follows, without any additional directory levels:
    • C:\SpeechStorm\Platform\..
    • C:\SpeechStrorm\Setup\..
  4. Update the database connection details in the database.properties file to point to your existing databases that will be used for this install. The database.properties files are set per Tomcat instance and are found in the following locations.
    • C:\SpeechStorm\Platform\TomcatGUI\lib\database.properties
    • C:\SpeechStorm\Platform\TomcatVUI\lib\database.properties
    • C:\SpeechStorm\Platform\TomcatMessaging\lib\database.properties
    Optionally, you can use your existing database.properties files that you backed up earlier in this process and overwrite the files created by the installer. If so, proceed to the next step after you overwrite the database.properties files with your backup files.

    If you do not want to use your backup database.properties files, continue with the instructions in this step.

    Inside each database.properties file are sets of template connection strings for SQL Server, Oracle, PostgreSQL, and ElasticSearch (the latter two in only Intelligent Automation 9.0 and later) with all but the SQL Server strings commented out. You must update these details to match your new environment. Ensure you only uncomment one set of connection strings for each database—the core database and the reports database. For example, if you are using SQL Server for your core database and Oracle for your reporting database, make sure that all other strings are commented out in the sections for each database.

    SQL Example 
    #######################################
#
#  SQL Server 2008
#
#######################################
Database.JDBC.Driver=com.microsoft.sqlserver.jdbc.SQLServerDriver
Database.JDBC.ConnectionURL=jdbc:sqlserver://localhost:1433;Database=fish;Trusted_Connection=False;loginTimeout=1
Database.JDBC.Username=speechstorm
Database.JDBC.Password=speechstorm
Database.Pool.ConnectionValidationQuery=SELECT 1

ReportsDatabase.JDBC.Driver=com.microsoft.sqlserver.jdbc.SQLServerDriver
ReportsDatabase.JDBC.ConnectionURL=jdbc:sqlserver://localhost:1433;Database=fishreports;Trusted_Connection=False;loginTimeout=1
ReportsDatabase.JDBC.Username=speechstorm
ReportsDatabase.JDBC.Password=speechstorm
ReportsDatabase.Pool.ConnectionValidationQuery=SELECT 1


    Oracle Example 

    #######################################
#
#  Oracle 11g
#
#######################################
Database.JDBC.Driver=oracle.jdbc.OracleDriver
Database.JDBC.ConnectionURL=jdbc:oracle:thin:@localhost:1521:xe
Database.JDBC.Username=C##fish_USER
Database.JDBC.Password= speechstorm
Database.Pool.ConnectionValidationQuery=SELECT 1 FROM DUAL

ReportsDatabase.JDBC.Driver=oracle.jdbc.OracleDriver
ReportsDatabase.JDBC.ConnectionURL=jdbc:oracle:thin:@localhost:1521:xe
ReportsDatabase.JDBC.Username=C##fishreports_USER
ReportsDatabase.JDBC.Password= speechstorm
ReportsDatabase.Pool.ConnectionValidationQuery=SELECT 1 FROM DUAL
    Important
    If you are upgrading from GAAP 3.2.3 or earlier, you must also insert the following lines into the database.properties file: 
    Database.Pool.ConnectionValidationQuery=SELECT 1
ReportsDatabase.Pool.ConnectionValidationQuery=SELECT 1

    PostgreSQL example

    ######################################
#.
#  PostgreSQL 10 (for core database only)
#
Database.JDBC.Driver=org.postgresql.Driver
Database.JDBC.ConnectionURL=jdbc:postgresql://localhost:5432/fish
Database.JDBC.Username=speechstorm
Database.JDBC.Password=speechstorm
Database.Pool.ConnectionValidationQuery=SELECT 1

    Elasticsearch example

    #######################################
#
#  Elasticsearch 5.6.4 (for reporting database only)
#
ReportsDatabase.Elasticsearch.Hosts=localhost
  5. Restore the log4j.properties files that you backed up earlier. You must place each file in the same directory from which it was backed up. The locations are:
    • C:\SpeechStorm\Platform\TomcatGUI\webapps\fish-gui\WEB-INF\classes
    • C:\SpeechStorm\Platform\TomcatVUI\webapps\fish-vui\WEB-INF\classes
    • C:\SpeechStorm\Platform\TomcatMessaging\webapps\fish-messaging\WEB-INF\classes
    • C:\SpeechStorm\Platform\TomcatMessaging\webapps\fish-loadbalancer\WEB-INF\classes
    6. Tip
    Remember the note above about server ID numbers? We will use this information in the step below.
  6. Restore the *.local.properties files that you backed up earlier in this process. You must place each file in the same directory from which it was backed up. The locations are:
    • C:\SpeechStorm\Platform\TomcatGUI\lib\fish-gui-local.properties
    • C:\SpeechStorm\Platform\TomcatVUI\lib\fish-vui-local.properties
    • C:\SpeechStorm\Platform\TomcatMessaging\lib\fish-loadbalancer-local.properties
    • C:\SpeechStorm\Platform\TomcatMessaging\lib\fish-messaging-local.properties
    These files must contain information similar to the following: ThisServer.ID=# (where # is replaced by the server ID that you noted earlier.
  7. (Optional) If your Intelligent Automation environment uses the Integration Hub, copy the file indy-keys.properties from the backup folder to C:\SpeechStorm\Platform\TomcatIntegration\webapps\fish-integration\WEB-INF\classes\indy-keys.properties.

Install Intelligent Automation components

To install Intelligent Automation components, and set up the corresponding Windows services, follow the instructions for a new Intelligent Automation installation.

Copy resources from previous version

Copy resources from the previous version of Intelligent Automation to the new version.

  1. Copy C:\<BackupFolder>\Platform\TomcatVUI\webapps\fish-vui\resources to C:\<InstallFolder>\Platform\TomcatVUI\webapps\fish-vui\resources.
  2. Copy C:\<BackupFolder>\Platform\TomcatGUI\webapps\fish-gui\products to C:\<InstallFolder>\Platform\TomcatGUI\webapps\fish-gui\products.

Next, return to Windows Services and restart the TomcatVUI.

Reintegrate this Intelligent Automation server

You have upgraded the server and copied resource files from your previous Intelligent Automation version to the upgraded version. Next, you must reintegrate this server into the active servers group.

  1. Open a web browser and enter https://localhost:8080/fish-gui/Login.jsp.
  2. Login to Intelligent Automation.
  3. Go to Administration > Servers.
  4. Select the VUI that you just upgraded and click Edit. A server details screen appears.
  5. Enable the Server Status check box, thereby making the server active. The VUI server's flag turns to green and it is available to take calls again.
  6. Monitor the Intelligent Automation logs for this instance to ensure it is processing calls as expected.

You can now update the remaining servers in your environment by following all of the steps previously described on this page. Remember to only run Post Migrate.bat on the last server that you upgrade.

Final Setup

Warning
Do not proceed unless you have upgraded all servers in your environment.
  1. If you installed a Messaging server, expand the toggle below. Otherwise, continue to the next step.
    [+] Click to show section
  2. Restart Intelligent Automation services, including FishGUI and FishMessaging. Do not restart FishVUI.
  3. After the services restart, log in again and go to Administration > Servers. Ensure all components are online.

Next Step

Go to Configuration and make any changes necessary to complete the setup of the upgrade.

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