Contact Expert Upgrade Guide

Contact Expert v6.1 for Skype for Business Server

Introduction

This document was updated to describe how to upgrade Contact Expert to the above version.

This cumulative upgrade can be performed only if a previous version of Contact Expert is already installed. If you would like to deploy Contact Expert for the first time, please perform a clean install. (For further information, please visit Contact Expert for Skype for Business Deployment Guide.)

To proceed with the cumulative upgrade, please obtain the corresponding Contact Expert Cumulative Service Pack installation media (ISO file or DVD).

To get the complete list of all enhancements implemented and all bugs fixed in this Contact Expert version, and view our recommendations and other notes about this version, please check the Contact Expert v6.1 Release Notes document.

Prerequisites

	CE Database Host	CE Core Host	CE Recorder Host ⁽⁹⁾	CE Administrator PC	CE Agent PC
CPU	Intel Xeon 2 GHz ⁽¹⁵⁾	Intel Xeon 2 GHz ⁽¹⁵⁾	Intel Xeon 2 GHz ⁽¹⁵⁾	Intel Core iX 1.5 GHz	Intel Core iX 1.5 GHz
Architecture	x64	x64	x64	x86 or x64	x86 or x64
RAM	4 GB	4 GB	4 GB	2 GB	4 GB
Storage	100 GB	80 GB	80 GB	10 GB	10 GB
Network	100 Mbit/sec	100 Mbit/sec	100 Mbit/sec	100 Mbit/sec	100 Mbit/sec
OS	Microsoft Windows Server 2008 R2 / 2012 / 2012 R2 / 2016 ⁽¹⁾	Microsoft Windows Server 2008 R2 / 2012 / 2012 R2 / 2016 ⁽¹⁾⁽³⁾	Microsoft Windows Server 2008 R2 / 2012 / 2012 R2 / 2016 ⁽¹⁾⁽³⁾	Microsoft Windows 8.1 / 10 ⁽¹⁾	Microsoft Windows 8.1 / 10 ⁽¹⁾
Software	Microsoft SQL Server 2008 R2 / 2012 / 2014 / 2016 ⁽²⁾ / 2017 Collation: SQL_Latin1_General_CP1_CI_AS	Microsoft Windows Server Roles and Features: Web Server (IIS) ⁽⁴⁾ .NET Framework 3.5 Features ⁽⁴⁾ .NET Framework 4.5 Features ⁽⁴⁾ Media Foundation Desktop Experience Windows PowerShell 3.0 or above ⁽⁴⁾ WoW64 Support Microsoft Internet Explorer 9 or above Microsoft UCMA 4.0 / 5.0 Runtime ^(5)(6)(10) At least one Microsoft Speech TTS language pack ^(5)(7)(10) Microsoft Visual C++ 2017 Redistributable Update 4 x86 ^(16)(8) Microsoft Visual C++ 2017 Redistributable Update 4 x64 ^(16)(8) Java JDK 8 Update 60 x86 ^(5)(12) Avaya TSAPI Runtime 3.1 ^(5)(11) Microsoft .NET Framework 4.6.1	Microsoft Windows Server Roles and Features: .NET Framework 3.5 Features ⁽⁴⁾ .NET Framework 4.5 Features ⁽⁴⁾ Media Foundation Desktop Experience Windows PowerShell 3.0 or above ⁽⁴⁾ WoW64 Support Microsoft Internet Explorer 9 or above	Microsoft Internet Explorer 11 or above Microsoft Silverlight 4.0 or above ⁽¹³⁾	Microsoft Internet Explorer 9 or above Microsoft Lync 2013 / Skype for Business 2015 / Skype for Business 2016 client ⁽¹⁰⁾ Microsoft .NET Framework 4.6.1 x64 mandatory for Scripting⁽¹⁷⁾ Microsoft .NET Framework 4.6.1 x86 for 32-bit OS Microsoft Visual C++ 2013 Redistributable x86 ⁽¹⁶⁾ Microsoft Visual C++ 2017 Redistributable x86 ⁽¹⁶⁾
Supported Virtualization ⁽¹⁴⁾	Microsoft Hyper-V VMware vSphere	Microsoft Hyper-V VMware vSphere	Microsoft Hyper-V VMware vSphere	Microsoft Hyper-V VMware vSphere	Microsoft Hyper-V VMware vSphere

Important Notes

(1)
- Latest service packs and security updates are recommended to be installed on a continuous basis.
- English GUI is preferred.
(2)
- Latest service packs are recommended to be installed.
- Both Standard and Enterprise Edition are supported.
- Mixed Authentication Mode must be enabled.
- Microsoft SQL Server Management Studio component is required.
(3)
- Server with a GUI option is required when installing Windows Server 2012 / 2012 R2. Do not use Server Core Installation option. When using Windows Server 2016, the Desktop Experience edition is required.
(4)
- All sub-roles/sub-features are required. Please make sure that all sub-roles/-sub-features are selected when adding the role or feature.
(5)
- The setup file is available on the Contact Expert installation media (DVD or ISO image).
(6)
- Bear in mind that UCMA 4.0 / 5.0 must be synchronized with the latest Microsoft Lync Server 2013 / Skype for Business Server 2015 Cumulative Update version applied on your Lync / Skype for Business Front End Server(s).
(7)
- Installing the en-US language pack (MSSpeech_TTS_en-US_Helen.msi) is required even if you install additional language packs; other language packs are optional.
(8)
- Both x86 and x64 versions are required.
(9)
- For 80 agents.
(10)
- Required for Contact Expert for Microsoft Lync / Skype for Business only.
(11)
- Required for Contact Expert for Avaya Communication Manager only.
(12)
- This is the only supported Java version. No other version is supported (including all previous and later updates and versions).
(13)
- The latest version is recommended.
(14)
- Make sure to provide at least 2 virtual CPU cores for each virtual machine
(15)
- Make sure to have at least 2 CPU cores
(16)
- This will be installed automatically during Contact Expert installation.
(17)
- If Scripting is required, then the x64 architecture is mandatory for the .NET platform – therefore this needs 64-bit OS on the Agent PC.

/ 2014

You can find all prerequisites to be updated (e.g. Visual C++ redistributable) on the Contact Expert Cumulative Service Pack installation media (ISO file or DVD).

Before you start to upgrade Contact Expert, please double-check that all prerequisites are installed considering the fact that the prerequisites might have been changed since the previous update.

Please install any missing prerequisite first.

Upgrade Path for New Major Version Update

CE 6.1 Upgrade to version 6.1 of Contact Expert is supported from source vesions: CE 5.10 & CE 6.0.

CE 6.0 Version 6.0 of Contact Expert is a "major version" update which means that the source version of the product from which an upgrade is supported is more limited.

Geomant supports CE v5.10 as the sole source version to upgrade to CE v6.0!

Installing CE Cumulative Update

Backup Recommendations Before Upgrading

This section describes the recommended methodology for backing up the Contact Expert including services, data and configuration. The backup policy is governed by your organization’s business continuity strategy. There are two items described in detail below that you need to fit into your organization’s overall strategy:

Backing up Contact Expert system and configuration
Backing up Contact Expert databases

Contact Expert System and Configuration

Contact Expert system is located on the CE Core Host server. Geomant recommends a full system backup in order to have a copy of the deployed services, configuration and any additional data.

The default install path is C:\Geomant unless you specified otherwise at installation time. As a minimum, all files and sub-directories in this directory should be backed up along with configuration files. However, a folder backup will not save any of the system prerequisites like .NET Framework, telephony API libraries, etc., nor the configuration settings stored in the registry. Therefore this approach will not provide a complete rollback ability!

Geomant advises a computer level backup. If Contact Expert is hosted in a virtual server environment (e.g. Hyper-V or vSphere), making a copy (snapshot, checkpoint, etc.) of CE Core Host is the recommended strategy.

You will need careful sizing of your hardware / virtualized architecture before deployment.

Contact Expert Databases

Contact Expert stores all its data in two SQL database files. Business related data (CRDS – Contact Related Data Set) is also stored in these database files. These files are physically located on the CE Database Host.

Creating a backup before performing a Contact Expert upgrade is strongly recommended. However, it is also recommended to back these files up daily to a safe storage in order to prevent data loss in case of hardware failure.

Files recommended for daily backup:

Filename	Description
ACESystem.mdf	Database file containing Contact Expert system configuration, contact related data and stored procedures.
ACESystem.ldf	SQL transaction log file for ACESystem database.
ACEReport.mdf	Database file containing Contact Expert reporting tables and stored procedures.
ACEReport.ldf	SQL transaction log file for ACEReport database.

Notice on Custom SfB Presence Settings

CE provides custom SfB presence to CE Agent presence associations by the form of a small XML file that is served by default from the CE Core Host computer and is read by the SfB Client on the agent workstations. However, for highly available deployments Geomant's advise is to serve this from an external web server computer, not from the primary or secondary CE Core Hosts. This version of the product uses a newer, modified custom presence XML file and is not compatible with the old files.

You must manually replace all custom presence XML files served by external (non CE Core Host) computers – typically in a HA environment – with the newer file deployed by the upgrade installer of this version of the product!

Find more information on the custom presence settings in the Installing CE Agent Client Application article.

Notice on Custom Announcement Messages

PRE CE 5.7 Upgrading from a CE version prior to v5.7 involves infrastructure related changes with regards to multitenancy.

If you use custom announcement files for various Skype Messages, like Welcome, Queue or Connect messages, the audio files need to be manually re-uploaded to your Tenant's dedicated storage location. If the custom .wma files are not uploaded to the relevant Storage location (this is not done automatically during the upgrade), the files will not be visible for selection when such a Skype Message is edited.

What you need to do is upload all custom announcement files to the storage location, then navigate to the Skype Messages and re-select all files for each message manually.

This activity needs to be performed only once, during or very soon after the upgrade is all done.

Find more information on uploading the files to the relevant location in the Storages article.

Find more information on uploading the files to the relevant location in the Associating Audio Files to Skype Messages article.

The old messages still pointing to the custom .wma files on the physical path (so not on the storage) and with the same designation should still play, but any changes will need to be done on the Storage's Audio Files. If there are many files, it might be easier to re-upload them individually as and when needed.

Notice on Existing Recordings

PRE CE 5.7 Upgrading from a CE version prior to v5.7 has effect on the existing storage location and the recordings stored in it.

If a certain environment has multiple recording rules set up with different file storage paths, the locations are merged by the database upgrade script. A new location is defined for the tenant during the upgrade, and along with this action the previous location is to be removed. All recording files has to be moved to the new location.

This information is presented in a message box where the new location is also displayed.

If the defined storage location does not contain any files, it will remain as it is after the upgrade and no new location will be set up.

Notice on Existing OnCall IVR Version

PRE CE 6.1 When upgrading from a CE version prior to v6.1 it is highly recommended to upgrade the OnCall IVR solution too to the latest version so that both keep on operating in the expected manner. This is an essential stage in the process for the entire application suite to adapt to the multi-tenant environment.

Please check the CE and OnCall IVR Compatibility Matrix for further information on version congruence.

Configuration File Modifications

PRE CE 5.7 Following the upgrade of the new IVR version, the below steps must be performed to avoid any compatibility issues between CE and OnCall IVR.

Modification of IVRWS configuration to enable synchronization of tenants.
Modification of the IVRCompSrv configuration file to ensure communication between CE and all custom nodes created via the IVR Designer.

Navigate to C:\Program Files\Geomant\IVR\IVRWS.
Open the web.config file using a text editor.

Modify the following lines:

IVRWS/web.config

<add key="ManagementService.User" value="LyncIVR" />
<add key="ManagementService.UserPassword" value="" />
<add key="ManagementService.BaseURL" value=" />
<add key="ManagementService.UseWindowsAuthentication" value="false" />

Save the file.
Navigate to C:\Program Files\Geomant\IVR\IVRCompSrv.
Open the web.config file using a text editor.

Modify the following lines:

IVRCompSrv/web.config

<component name="CEOH" assembly="CEWrapper.dll" class="com.geomant.lyncivr.ce.CEWrapperComp" type="Singleton">
<initparameters>
<paramname="ManagementService.BaseURL"><![CDATA[http://localhost]]></param>
<paramname="ManagementService.User" hidden="False"><![CDATA["LyncIVR"]]></param>
<paramname="ManagementService.Password" hidden="True"><![CDATA[""]]></param>
<paramname="ManagementService.UseWinAuth" hidden="False"><![CDATA[false]]></param>
</initparameters>
</component>

Save the file.

The user account the OnCall IVR system is running under should be registered in CE Portal with a Super Administrator role and deployment level hierarchy.

In case CE Portal is configured to use Windows Authentication, the username/password in the configuration file is ignored, but the IVRWS/CompSrv web application pool should be configured in IIS to run under the CE user identity.

Assigning Tenants Using Geomant OnCall IVR Administration

When finished with the steps described above, your tenants need to be assigned to the specific trees using the Geomant OnCall IVR Administration site.

Navigate to http:///IVRWS/Admin.
Login with a user having administration access.
Select the particular Tree from the Tree Mapping section.
Choose the relevant tenant from the Tenant column.
Use either the Add button to add a new row or the Update button to confirm the modification.

Notice on View Settings in Reports

PRE CE 5.7

When upgrading from a CE version prior to v5.7, that view settings specified for particular Reports will need to be restored.

The View Settings are a set of customizable features specified for optimizing a Report according to the portal user's preferences. Data will be displayed based on these settings.

Read about this feature in the Understanding Reports in Contact Expert Portal article.

Upgrading CE Core Host

Log on to CE Core Host with domain or local administrator privileges.

Launch CE Server Manager tool and stop all CE components on every configured CE Core Host (if you have more than one configured).

Wait for each component to stop and double-check they all stopped fine. Do not attempt an upgrade unless all components stopped.

Close CE Server Manager tool.

Stop CE Server Agent Windows service using the Services tool in the operating system.

If you have a Personal BI beta/custom version deployed in your Contact Expert environment, please perform the steps described in the Removing Beta Versions of Personal BI section.

Launch Microsoft SQL Server Management Studio with database administrator permission and run the below scripts from the installation media in the following order:

Custom Policy URLs will be overwritten

Be aware that with the removal of the old administration website, the default Agent Policy parameters will no longer be valid. Due to this change, the CESystem_CSP.sql script will update the URLs settings of the Agent Policy. In case you set custom values for these, make sure you create a backup and after the installation is complete, you will need to overwrite the new values set by the SQL script.

*CE_DB\CESystem_CSP.sql
*
CE_DB\CEReport_CSP.sql

If you have Microsoft Skype for Business Server 2015 (UCMA 5.0) telephony environment, please perform the steps described in the Installing the Updated CE Core Services section.

If you have WebChat installed, please perform the steps described in the Upgrading CE WebChat chapter.

If you would like to upgrade your CE system from a Lync Server 2013 (UCMA 4.0) telephony environment to Skype for Business Server 2015 (UCMA 5.0), please follow the steps in the Upgrading Lync Server 2013 to Skype for Business Server 2015 chapter below.

When upgrading from a version below CE 5.7 do this once: While still logged on to the CE Core Host with domain or local administrator privileges, launch CE PowerShell tool in elevated mode and run the following cmdlet to upgrade the Skype Parameters configuration in the database.

Upgrade-CESfBConfiguration -Fqdn [FQDN of CE Database Host] -Instance [SQL Instance Name] -Port [SQL Instance TCP Port] -Database ACESystem -Login ACESystem -Password MyACEP1ssw0rd

Replace data in the square brackets with the values in your environment.

This cmdlet needs to be run only once for each ACESystem database after upgrading from earlier versions.

Optional: when the custom presence XML file is served by external computers (not the CE Core Host), then manually replace the file from the newer version deployed by the uprade installer (see notes at the top of this article for more information).

Launch CE Server Manager tool and start up all CE components on all configured CE Core Host.

Wait for all CE components to start up properly (acquiring 'green' status).

Removing Beta Versions of Personal BI

Performing these steps is necessary only if you have a Personal BI beta or custom version deployed in your Contact Expert environment. This includes all BI versions deployed prior to Contact Expert v5.5.

The license could not be verified: License Certificate has expired!

Launch Microsoft SQL Server Management Studio with database administrator permission.
Delete all objects (tables, views, etc.) from the BI schema from the ACESystem database.
Delete the BI schema from the ACESystem database.
Delete all objects (tables, views, etc.) from the BI schema from the ACEReport database.
Delete the BI schema from the ACEReport database.

Upgrading Lync Server 2013 to Skype for Business Server 2015

Please visit the Migrating Contact Expert from Microsoft Lync 2013 to Microsoft Skype for Business 2015 article for instructions on how to migrate the Lync/UCMA components on the CE Core Hosts to the appropriate version.

Installing the Updated CE Core Services

Run CE_Admin\setup.exe from the installation media to install the administration tools.
1. Accept all the default settings in the install wizard.
  
  Please note that Admin upgrade installer will overwrite certain configuration files with default information. In case the existing environment includes a Contact Expert Portal with a properly configured Windows authentication, the configuration settings will need to be re-done using the following instructions:
  
  How to re-enable Windows Authentication for Contact Expert
Perform this step only if you are using Contact Expert in Avaya TSAPI environment:
1. In case you have an older version of Avaya CT TS Win32 Client installed, please uninstall it and install TSAPI 3.1\setup.exe from the installation media.
Run CE_Server\setup.exe from the installation media to install the core server components.
1. In case you are using Skype for Business Server 2015 environment, please select the "Update to Microsoft Skype for Business 2015" option in the Platform Information screen of the wizard. Accept all other default settings.
2. In case you are using Lync Server 2013 environment, please select the "Normal system update" option in the Platform Information screen of the wizard. Accept all other default settings.
When upgrading from a version below CE 5.8 do this once: While still logged on to the CE Core Host with domain or local administrator privileges, launch CE PowerShell tool and run the following cmdlet:

Extract content of existing emails for Email Search
```
Set-CEEmailExtract
```
Execute the following cmdlets in the order listed:

Re-adding firewall rules
```
Remove-CEFirewallRules
Add-CEFirewallRules
```
Start up CE Server Agent Windows service using the Services tool.
Open Internet Information Services (IIS) Manager and make sure that DefaultAppPool is set to .NET CLR version 4.0.

How to re-enable Windows Authentication for Contact Expert

Please perform steps 9. and 10. described below to re-enable the windows authentication for Contact Expert Portal access:

How to enable Windows Authentication for Contact Expert Part I - CE Portal

Upgrading CE Recorder Host

Follow the steps outlined in the Upgrading the CE Core Host sections including any Microsoft UCMA upgrade if applicable, except for the Administration components that you might or might not wish to install on the CE Recorder Host.

Of course this is not needed if the recording services are colocated with CE Core Host on a single server.

Upgrading CE Agent (Operator) PC

Log on to the CE Agent PC with domain or local administrator privileges.
Make sure that CE Agent Client Application is not running.
Make sure that Microsoft Skype for Business client software is not running. It is important to exit from this application, a simple sign out is not enough.
Run one of the following setup files depending on your Microsoft Lync/SfB telephony platform version:
1. If you have Microsoft Lync Server 2010 environment, run CE_Agent.Net.Lync2010/setup.bat from the installation media.
2. If you have Microsoft Lync Server 2013 or Microsoft Skype for Business Server 2015 environment, run CE_Agent.Net/setup.bat from the installation media.

Upgrading CE Administrator PC

Log on to the CE Administrator PC with domain or local administrator privileges.
Make sure that CE Script Designer application is not running.
Make sure that you are signed out of Microsoft Skype for Business client software.
Run CE_Teleproxy\setup.exe from the installation media.
Accept all default settings in the installer.

Upgrading CE WebChat

CE 6.0 + Starting from CE v6.0 the chat components running on the customer premises are deployed and upgraded with the CE Core Services ("CE_Server") install package. In an upgrade scenario this means that the CE_Server upgrade installer package deploys everything that is needed for the chat functionality to work in the new CE version.

Since these new chat server components are different from the old components, some of the old files not in use anymore will remain on the CE Core Host computer. This does not pose any operational risk as the system simply avoids them.

Upgrading the Cloud Based Scripting Configuration

CE 6.1 + Would you need to change these configurations, please follow the instructions on the Cloud Based Scripting article to perform the Workflow Settings settings. Also, use the Get- and Set-CECloudBasedScriptingProperties cmdlets to see current values and update them.