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Avaya™ Interaction Center Release 6.0.2 Migration Guide DXX-1009-02 Issue 1.0 January 2003

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Page 1: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

Avaya™ Interaction Center Release 6.0.2Migration Guide

DXX-1009-02Issue 1.0

January 2003

Page 2: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

© 2003 Avaya Inc.All Rights Reserved.

NoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud�Toll fraud� is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud InterventionIf you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353.

Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company's telecommunications equipment) by some party.Your company's �telecommunications equipment� includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, �networked equipment�).An �outside party� is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a �malicious party� is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

� Utilization (of capabilities special to the accessed equipment)� Theft (such as, of intellectual property, financial assets, or toll-facil-

ity access)� Eavesdropping (privacy invasions to humans)� Mischief (troubling, but apparently innocuous, tampering)� Harm (such as harmful tampering, data loss or alteration, regard-

less of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company's Telecommunications SecurityThe final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

� Installation documents� System administration documents� Security documents� Hardware-/software-based security tools� Shared information between you and your peers� Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:

� Avaya-provided telecommunications systems and their interfaces� Avaya-provided software applications, as well as their underlying

hardware/software platforms and interfaces� Any other equipment networked to your Avaya products.

Avaya National Customer Care CenterAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121.

Ordering Information: Avaya Publications Center Voice: +1 800 457 1235 International Voice: +1 207 866 6701Fax: +1 800 457 1764 International Fax: +1 207 626 7269Email: [email protected]: GlobalWare Solutions

Attention: Avaya Account Manager200 Ward Hill Avenue Haverhill, MA 01835 USA

Order: Document No. DXX-1009-02,Issue 1.0, January 2003

To order product documentation online, go to http://www.avayadocs.com, click on Online Services, and select the appropriate product group.

WarrantyAvaya Inc. provides a limited warranty on this product. Refer to the �Limited Use Software License Agreement� or other applicable documentation provided with your package to establish the terms of the limited warranty.

Avaya Web Pagehttp://www.avaya.com

TrademarksAvaya, Conversant, CustomerQ, Definity, DefinityOne, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both.Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licensors:ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems. Other product and brand names are trademarks of their respective owners.

AcknowledgmentThis document was written by the CRM Information Development group of Avaya

Page 3: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

3

BEFORE YOU BEGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1 DIFFERENCES THAT AFFECT MIGRATION . . . . . . . . . . . . . . . . . . . . . . . 15Differences Between Avaya IC 5.6 and 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Differences Between QeS 5.5.x and IC 5.6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Differences Between QeS 5.1 and 5.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Features and Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16QScript Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16QUI Application Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Control and Server Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Quintus CTI Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17QKnowledge Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Third-Party Integration Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Differences between QeS 5.0 and 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18New Features and Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18QScript Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Focus Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Letter Generator Template Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19QRepository Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19VDUOS Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20New Quintus CTI Server Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Differences between NabCTI 3.7, 3.6, VESP 3.5 and QeS 5.0 . . . . . . . . . . . . . . . . . . . . . . 20New Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20CTI System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Groups, Failover, and the Directory Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Call Qualification Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21VTel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

CONTENTS

Page 4: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

4 Migration Guide

Contents

2 CUSTOMIZATION AND MIGRATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Database Designer Drag and Drop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Using a Version Control System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

GUI Migration Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3 MIGRATING FROM AVAYA IC 5.6 SP1 TO 6.0.2 . . . . . . . . . . . . . . . . . 25Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Overview of the Migration Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Migration Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Prerequisites for Migrating Business Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Prerequisites for All Configurations of Avaya IC 5.6 SP1 . . . . . . . . . . . . . . . . . . . . . . 29Prerequisites for Chat and Email Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Prerequisites for Installing the Web and Email 6.0.2 Servers On a New Machine . . . 31

Migrate Application ADL Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Move the Migrated ADLs to the 6.0.2 Design Subdirectories . . . . . . . . . . . . . . . . . . . 35

Create the 6.0.2 Application Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Creating the CI Repository Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Creating the CCQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Creating the HRQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Creating the CustomerQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Copy 5.6 SP1 Data Into 6.0.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Copying SQL Server Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Copying Oracle Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Update Database Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Reconfigure Your Application Databases Using the Migrated ADL Files . . . . . . . . . . . . . 47Import Seed Data for New CI Repository Database Tables . . . . . . . . . . . . . . . . . . . . . . . . 48Create the Migration Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Run DBMigrate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Verify the Data Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Migrate Email and Chat Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Update Chat and Email Data with the New Schema . . . . . . . . . . . . . . . . . . . . . . . . . . 55Import New Seed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Reconfigure the Chat and Email Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Page 5: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

Issue 1.0 January 2003 5

Contents

Reapply 5.6 SP1 Configuration and Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . 58Routing Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Chat Client Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Chat and Email Workflow Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65IC Script Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Historical Data Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Migrate Web Agent Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Email Drafts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Migrating Agent Resources and Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Setting the Home Directory for Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Migrate Message Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Migrate Your Avaya Agent CDL Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Migrate Your Avaya Agent EDU Viewer Stylesheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Migrate Your Existing Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Customized Workflow Block Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Letter Generation Workflow Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Migrate Your Existing Prompter ActiveX Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Migrate Your Existing IC Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Generate the Windows Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Migrate WebQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Remove Old QRepository Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Migrate Telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Migrate QKnowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Customizing the DBMigrate Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Data Schema Changes in 6.0.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Working with the Migration ADL File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Format of the XML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Modifying the XML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80XML Elements for DBMigrate Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

4 MIGRATING TELEPHONY FROM AVAYA IC 5.6 SP1 TO 6.0.2 . . . . . . . . 89Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Avaya Definity and MultiVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Page 6: Avaya™ Interaction Center · support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353. Providing Telecommunications Security Telecommunications

6 Migration Guide

Contents

Nortel Meridian . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Call Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Container Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Container Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Event Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Multi-Site Heterogeneous Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Telephony Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92IC Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Avaya Definity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Device Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93TS.Assign Parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Voice Contact Containers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Workflow Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Aspect CallCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Device Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Data Posting to/from EDUs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Data Exchange with Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98External Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Reserved Subtypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Nortel Meridian & Symposium . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Transfer Event Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Party List for Transfers and Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

5 MIGRATING FROM QES 5.5.X TO AVAYA IC 5.6 . . . . . . . . . . . . . . . . 103Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Migration Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Migration Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Prerequisites for Migrating Business Applications . . . . . . . . . . . . . . . . . . . . . . . . . . 105Prerequisites for Migrating Message Center and WebCenter . . . . . . . . . . . . . . . . . . 106Prerequisites for All Configurations of QeS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

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Contents

Application Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Sample Migration Path for Standalone Message Center/WebCenter . . . . . . . . . . . . . 109Migrate Customized Business Application Designs . . . . . . . . . . . . . . . . . . . . . . . . . 109Modify Your Business Application ADLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Resolve Possible Constraint Conflicts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Reconfigure the Application Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Create the Migration Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Specify Transfer ADL Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Drop Constraints for Employee and Workgroup Tables . . . . . . . . . . . . . . . . . . . . . . 128Resolve Possible Data Conflicts with the Business Applications . . . . . . . . . . . . . . . 128Set Up the 5.6 QRepository Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Migrate Existing Business Application Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Remove Remapped Fields from the Application Database�s Employee Table . . . . . 135Migrate WebCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Migrate Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Migrate Your Existing CTIQ Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Migrate Agent Groupmember Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Migrate Your Letter and Paragraph Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Migrate Your QScripts and Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Migrate WebQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Test Your Basic Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Migrating Client, QKnowledge and CTI Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Migrating QUI INI and Application INI Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Migrating QKnowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Migrating to New Directory Server API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Resetting Agent and Customer Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Customizing the DBMigrate Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Migration Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Format of the XML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Modifying the XML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151XML Elements for DBMigrate Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

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6 MIGRATING FROM QES 5.5 TO 5.5.1 . . . . . . . . . . . . . . . . . . . . . . . . . 159Differences Between QeS 5.5 and 5.5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Support for WebCenter Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159QScript Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159CDL Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Data Model Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Brightware Email Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Intecom TS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Migrating QeS 5.5 to 5.5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Server Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161WebCenter Server Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Client Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Application Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163QConsole WebCenter Email Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164QRepository Mapping Rule Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

WebCenter Migration Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

7 MIGRATING FROM QES 5.1 TO 5.5. . . . . . . . . . . . . . . . . . . . . . . . . . . 167Migrating the QUI Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

For All Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167CallCenterQ and SalesQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167HRQ, CustomerQ, and HelpQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169CTIQ (QRepository) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Migrating QConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170QUI/QConsole Merge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Component Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Consistent Contact Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Migrating Server Passwords in QManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Migrating the QeS Controls and Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

QPrompter Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172QeMail Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Telephony Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Quintus VTEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Migrating QKnowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

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Contents

Third-Party Migrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Periphonics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

8 MIGRATING FROM QES 5.0 TO 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Migrating CCQ Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Migrating Unmodified CCQ Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Migrating Modified CCQ Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

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11

BEFORE YOU BEGIN

Typographical ConventionsThis guide uses the following font conventions:

Notes, Tips, and CautionsNote: A note calls attention to important information.

Tip: A tip offers additional how-to advice.

Caution: A caution points out actions that may lead to data loss or other serious problems.

Contacting Technical SupportIf you are having trouble using Avaya software, you should:1 Retry the action. Carefully follow the instructions in written or online documentation.

2 Check the documentation that came with your hardware for maintenance or hardware-related issues.

Font Type Meaning

code This font signifies commands, information that you enter into the computer, or information contained in a file on your computer.

italics This font is used to add emphasis to important words and for references to other chapter names and manual titles.

It also indicates variables in a command string.

jump Blue text in online documents indicates a hypertext jump to related information. To view the related material, click on the blue text.

!

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3 Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.

4 If you continue to have a problem, contact Avaya Technical Support by:

! Logging in to the Avaya Technical Support Web site http://www.avaya.com/support/qq ! Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern

Standard Time), Monday through Friday (excluding holidays):! Toll free in the U.S. only: 1-888-TECH-SPT (1-888-832-4778)! Direct line for international and domestic calls: 512-425-2201! Direct line for faxes: 512-997-4330

! Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.

Product DocumentationMost Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.

Readme FileThe Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.

Electronic DocumentationThe electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.

You can also view the documentation set online at http://www.avayadocs.com.

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Educational Services

Issue 1.0 January 2003 13

Printed DocumentationYou can purchase printed copies of these manuals separately. For details, see Ordering Information: Avaya Publications Center on the back of this manual�s title page.

License to Print the Electronic DocumentationOnline copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a �Licensee�) is entitled to make this online documentation available on an internal network or �intranet� solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.

Right-To-Print License Terms

Documents must be printed �as-is� from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked �For internal use only within <Licensee> only.� on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.

Educational ServicesAvaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:" Through the web at http://www.avaya-learning.com/logon_form.asp" Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)" Through email at [email protected]

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CHAPTER 1DIFFERENCES THAT AFFECT MIGRATION

This chapter highlights the migration issues involved in moving to Avaya� Interaction Center (Avaya IC) 6.0 from Avaya IC 5.6, or from Quintus eContact Suite (QeS) 5.x.

Differences Between Avaya IC 5.6 and 6.0For the specific migration steps, see �Migrating From Avaya IC 5.6 SP1 to 6.0.2,� on page 25.

The major changes in this release are:" RDBMS update to MS SQL Server 2000." Support for international character sets and UTF-8 in Oracle databases." Data type changes to support internationalization requirements." Schema changes in the qrepository database." Schema changes in the ccq database to support Email and Chat changes.

Differences Between QeS 5.5.x and IC 5.6For the specific migration steps, see �Migrating From QeS 5.5.x to Avaya IC 5.6,� on page 103.

FeaturesAvaya IC 5.6 builds on the major changes that were introduced in QeS 5.5. These modifications include the convergence of the CallCenterQ, CTI, WebCenter and Message Center products. Avaya IC 5.6 adds Single Agent Administration functionality to simplify agent control in the contact center, including:" New QRepository database

! Directory Server data! CTI data

" Storage of employee, workgroup, and groupmember data in QRepository database; data was formerly in CCQ

" Modified CCQ, HRQ, and CustQ databases

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! Message Center data! WebCenter data

Differences Between QeS 5.1 and 5.5This section discusses the high-level changes between QeS 5.1 and 5.5 that are of particular interest for migration. It does not discuss every change that has occurred. For the specific migration steps, see �Migrating From QeS 5.1 to 5.5,� on page 167.

Features and ComponentsThe Quintus eContact Suite 5.5 is a fully integrated product suite for managing customer relationships across multiple media. QeS 5.5 supports coordination, personalization, and reporting in a unified fashion over PSTN, email, and text chat channel (Voice over IP can also be handled when processed by a supported telephone switch). In contrast to release 5.1, QeS 5.5 is a complete product release, including:" LiveHelp Chat and Collaborative Browsing." Multi-Media Blending." Multi-Media Reporting." Real Time Monitoring." Agent User Interface Enhancements." New Telephony Connectors." Support for DB/2 Databases." New QeMail Features.

Note: Unlike previous releases, QeS 5.5 does not support Informix or Sybase databases, the Nortel Meridian switch, or HP/UX.

QScript Changes All installations of the Agent Desktop Designer now come with the complete QDesigner tool, so QDesigner Limited Edition has been discontinued.

The QConsole and QUI executables have been merged, and the event hooks that were in QConsole are now QUI-level hooks. In addition, the iQConsole variable name has been replaced by iApp. For details, see �Migrating QConsole,� on page 170.

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Differences Between QeS 5.1 and 5.5

Issue 1.0 January 2003 17

QUI Application ChangesThe QUI applications (such as CallCenterQ and HRQ) have changed:" The application forms are now being written in XML." You can now embed an OCX into any form in an application. (For details, see the QDesigner

Application Reference.)" QPrompter flows can now be run in the application." The GUI has been given a new look and feel that includes several color theme choices.

For details, see the administration guide or online help for your QUI application.

CallCenterQ and SalesQ Changes

CallCenterQ and SalesQ now allow agents to toggle between two currencies when they are taking an order. For details, see the CallCenterQ and SalesQ Administration Guide.

Data Model Changes

There have been some data model changes to the CallCenterQ and QRepository data models to support both the merge between QUI and QConsole, and the new functionality in CallCenterQ. For details, see �Migrating the QUI Applications,� on page 167.

In addition, all applications now have a wc_auth table that supports WebCenter login information.

For complete data model information, see the Data Model Reference for the application that you are interested in.

Control and Server ChangesThe QPrompter Control, QeMail Server, and Telephony servers for Aspect and Definity have changed. The Meridian server is no longer supported. For details, see �Migrating the QeS Controls and Servers,� on page 172.

All telephony servers now support tscontainers.

Quintus CTI ChangesSupport for JTEL has been discontinued.

QKnowledge ChangesQKnowledge now supports additional character sets to match the language your documents are written in. For details, see �Migrating QKnowledge,� on page 175.

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Chapter 1 Differences that Affect Migration

18 Migration Guide

Third-Party Integration ChangesQeS 5.5 no longer integrates with the following third-party products:" Answersoft" Callpath" Inference" Quintus VTEL

These products should now be turned into ActiveX controls and integrated though QConsole. (For details, see the QConsole Integrator�s Guide.)

Differences between QeS 5.0 and 5.1This section discusses changes between QeS 5.0 and QeS 5.1 that are of particular interest for migration. It does not discuss every change that has occurred.

New Features and ComponentsThe following new features and components are available with the release of QeS 5.1:" QConsole" QWorkflow Designer" QManager and JTel for Solaris" QRouter" QPrompter" QLegacy" QeCommerce " QeMail" Enhanced CallCenterQ and CallCenterQ for Consumer Relations

QScript ChangesWith the QScript migration option in 5.1 version of QDesigner and QDesigner Limited Edition (provided with QConsole and QWorkflow Designer), the CustomerQ prefix for object type names are now removed for co-existence. The main migration task is to migrate all QScripts to the new standard. This involves removing the �CustomerQ� qualifier for all object types for co-existence with QConsole. For example, all Dim iApp AsCustomerQ.Application objects will change to Dim iApp As Application objects.

Focus ChangesThe screen layout of some application focuses has changed for CallCenterQ 5.1, and table names have changed to reflect these changes. This may cause some tables created with CallCenterQ 5.0 to not display properly in a CallCenterQ 5.1 focus.

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Differences between QeS 5.0 and 5.1

Issue 1.0 January 2003 19

Error Handling

Changes in the way that error masking is performed affects the way that QeS 5.1 reports errors. You will need to add the following error handling code:

Dim nErr As Long nErr = Err And &H7FFF If nErr = 10008 Then ' we get this error when trying to get a table

' that doesn't exist Resume Next Else iApp.UserMsg "ItemPostAddToBatch error " & CStr(nErr) & ": " & Error$ End If End Sub

Letter Generator Template ChangesDue to changes in the focus names in QeS 5.1, customers with templates created with the 5.0 Letter Generator may need to re-create their templates using the 5.1 Letter Generator.

QRepository ChangesThere have been several changes to QRepository.

QeMail Support

In order to support QeMail integration, several fields have been added to some tables in the QRepository data model. Performing a reconfigure operation using QDesigner or QDesigner LE is all that is required to incorporate these additions.

The mapping rules used to map VDU data into QRepository have been enhanced. If you want to import the new mapping rules that support QeMail integration, you need to first delete the existing mapping rules. Otherwise, you will get errors during the import process. If you have customized the mapping rules, remember to add them back after the import process.

Table Changes

The meaning of the �type� field in the �contact� table has been changed. Formerly, the �type� field contained one of the following possible values:" Incoming Call" Outgoing Call" Internal Call

These possible values have changed to:" Phone" Email" Web

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Chapter 1 Differences that Affect Migration

20 Migration Guide

Also, a �direction� field has been added, containing one of the following possible values:" Incoming" Outgoing

Note: If you have a customized QRepository data model, reconfiguration will NOT fix this. One possible workaround would be to re-name your �contact� table �type� field to �direction� before performing reconfiguration. For additional information about the contents of these tables, see the Data Model Reference for QRepository.

VDUOS ChangesThe VDUOS database schema has changed and is incompatible with the previous schema. If you require access to an existing VDUOS database, contact QSolutions to discuss a migration strategy.

New Quintus CTI Server Directory StructureThere is a completely new Quintus CTI Server directory structure for 5.1. This new directory structure is required by the Toolkit. Therefore, a total, new install is required. The upgrade cannot be made, for example, by simply replacing servers or executables.

Differences between NabCTI 3.7, 3.6, VESP 3.5 and QeS 5.0This section discusses changes between Nabnasset CTI 3.7, 3.6, VESP 3.5 and QeS 5.0 that are of particular interest for migration. It does not discuss every change that has occurred.

New Directory StructureThere is a completely new directory structure for 5.0. This new directory structure is required by the Toolkit. Therefore, a total, new install is required. The upgrade cannot be made, for example, by simply replacing servers.

CTI System ManagementIn previous versions of the CTI system, management was provided by the Management Console (ManCon) and the Directory Server Manager (DSMan). In 5.0, management will be provided by QManager. QManager is described in the QManager User�s Guide.

Groups, Failover, and the Directory ServerPreviously, entities known as groups, servergroups, and organizational groups were defined using the Management Console. In addition to being useful in reports, these entities were also used to determine failover sequences if a server failed.

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Differences between NabCTI 3.7, 3.6, VESP 3.5 and QeS 5.0

Issue 1.0 January 2003 21

With QManager, �groups� become known as �domains� and �organizational groups� become �groups�. Servergroups need not be defined (QManager will define them by default). In effect, servergroups are embodied in the concept of Failover order. QManager requires that every agent and server belong to a domain, and every server have a �name� (formerly called an �alias�).

Server information must be input afresh after the installation of the 5.0 servers. Agent and table information may be exported out of the old Directory Server database and then imported into the 5.0 Directory Server database. Use QManager to perform this export and import (for additional information, see the Quintus CTI Installation Guide).

ReportsIn previous versions, reporting was based on the VDU and ADU History Servers. Simple creation of ad hoc reports was not available.

With 5.0, a new application named QDecision will provide the ability to easily create customized CTI reports using the VDU. Any new customer-created reporting should be based on QDecision. QDecision is described in the QDecision User�s Guide.

History Servers will be supported (though not supplied) in 5.0 in order to provide a bridge for legacy reporting. However, the History Servers will not be supported in the next version of QeS.

Call and agent real-time reporting was done through the Management Console in previous versions. Agent real-time reports will now be supplied through QManager.

For a discussion of migration/coexistence strategies, see the Quintus CTI Installation Guide.

Call Qualification ServerThe CQS has changed. To use an existing CQS database from a previous version, you must specify the existing database in the 5.0 CQS connection information.

VTelIn 5.0, VTel is only supported on Windows 95, 98, and NT 4.0 Servicepack 3 and 4. In particular, 16-bit VTel is not supported.

UNIXFormerly, pkgadd was used in installing on some UNIX platforms. Compressed tar files and shell scripts are now uniformly used on all UNIX platforms.

Alpha is no longer supported as of 5.0.

DatabasesDB/2 is no longer supported as of 5.0.

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Chapter 1 Differences that Affect Migration

22 Migration Guide

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23

CHAPTER 2CUSTOMIZATION AND MIGRATION

This chapter examines aspects of migration that must be considered if the Avaya� Interaction Center (Avaya IC), formerly called the Quintus eContact Suite or QeS, application products have been customized.

OverviewThe basis for Avaya IC applications is the ADL file (in association with the ADC and ADF files). Using Database Designer, most customers adapt the out-of-the-box version of the ADL file to their particular needs. Therefore, when a new version of the Avaya IC applications is made available, customers are concerned with three existing versions of the ADL file when they perform their migration to the new version:1 The old Avaya out-of-the-box ADL file.

2 The old customized ADL file.

3 The new Avaya out-of-the-box ADL file.

Note: Customers will also want to review the new IC Scripts that accompany the new out-of-the-box product and compare them with what they currently are using.

From the three files just mentioned, the user wants to produce a new, customized ADL file. Two means of reaching this goal are:1 Using two instances of Database Designer to drag and drop pieces from one �design� to

another. (This is the preferred method.)

2 Using a version control system and performing a three-way merge.

Using Database Designer Drag and DropSimply run two instances of Database Designer, one of which displays the new Avaya out-of-the-box ADL file (which will become the �master� ADL) and the other of which displays the old customized ADL file.

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Chapter 2 Customization and Migration

24 Migration Guide

New or altered objects are simply dragged from the customized version and dropped into the master version.

Note: When dragging a component into the master version, all objects that are referred to by the dragged component must already exist in the master version. For example, if you try to drag a new form into the master version and the table set for that form does not exist in the master version, Database Designer displays an error message.

Using a Version Control SystemVersion Control Systems (also known as Source Code Control Systems) not only track changes made, they also allow for automatically merging files. They thereby offer a mechanism for merging the changes made by Avaya (from the old out-of-the-box file to the new out-of-the-box file) with the changes made by the customer (from the old out-of-the-box file to the old customized file) to produce a new customized file. This is made possible by the fact that all Avaya IC design files are ASCII files.

Specifics on how such merging/migration would take place are dependent on the version control product used � see the version control product�s documentation. Examples of such products are:" ClearCase (Rational Software Corp.)" RCS or CVS (The Free Software Foundation)" VisualSourceSafe (Microsoft Corp.)

Note: If there are errors in the merge, manual intervention is required, opening the door to yet further errors. Thus the preceding method is preferred.

GUI Migration IssuesWhenever you migrate to a new version of Avaya IC, you need to re-generate your application(s) and check your forms to verify that the GUI looks all right. (The form definitions are stored in the ADF file that is maintained by Database Designer.)

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25

CHAPTER 3MIGRATING FROM AVAYA IC 5.6 SP1 TO 6.0.2

IntroductionThis chapter contains information that helps you migrate from Avaya� Interaction Center (Avaya IC) 5.6 SP1 to Avaya IC 6.0.2. The purpose of the migration process is to:" Move your 5.6 SP1 data (including application and chat and email data) into new databases that

match the out-of-the-box 6.0.2 database schema. " Merge your customized client application (ADL) files with the new features provided in 6.0.2

so that you can take advantage of the new features while retaining your customizations.

Note: If you have an earlier release of the Quintus eContact Suite, you must first migrate from that release to Avaya IC 5.6 SP1, and then migrate from that to Avaya IC 6.0.2. For an overview of the migration path from older versions, see the appropriate chapter.

There have been several name changes in 6.0.2 that are relevant to migration:

For a complete list of name changes, see the readme.htm file on the Avaya IC 6.0.2 product CD.

Note: The default base installation directory has changed from C:\Quintus to C:\Program Files\Avaya. In this manual, the 5.6 SP1 installation directory will be called <QeS_Install_dir> and the 6.0.2 installation directory will be called <IC_install_dir>.

Old Name New Name

eContact Agent Avaya Agent

eContact Manager IC Manager

Fulcrum Hummingbird

QDesigner Database Designer

QRepository database (default database name qrepository)

CI Repository database (default database name: repository)

QWorkflow Designer Workflow Designer

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

26 Migration Guide

In addition, Real Time Monitoring has been replaced by Avaya� Operational Analyst. Because of the design changes in 6.0.2, some of the 5.6 SP1 reports no longer apply and have been removed. These reports are:

ActivityForAllTaskTypes.imrDailyActivityForTaskTypeX.imrDailyActivityForWebACD.imrTasksForAgentX.imrTasksForTaskTypeX.imrTaskTypeXActivityOnDayY.imrTeamPerformanceByTaskType.imrWebACDActivityOnDayX.imr

The following terminology changes affect reporting:

For details about using Operational Analyst or the out-of-the-box 6.0.2 reports, see the Advanced Reporting Tools Guide.

Overview of the Migration ProcessDuring the Avaya IC 6.0.2 migration process, you will:" Complete the Avaya IC 6.0.2 installation and begin 6.0.2 configuration." Modify the ADL files for your existing applications." Create a new CI Repository database from the provided CI Repository ADL." Rebuild your application databases." Transfer data among your existing application databases into the new CI Repository database." Update the migrated data in the CI Repository database to match new schema and import CI

Repository migration seed data." Apply chat and email migration scripts to update migrated data in CCQ and import migration

seed data for CCQ." Complete Avaya IC 6.0.2 configuration." Manually reapply necessary chat and email customizations." Migrate agents desktops and agent resources.

To accomplish these changes, the Avaya IC 6.0.2 migration provides:" Detailed steps that will guide you through the migration process.

Old Name New Name

tasktype queue

task chat or contact

team workgroup

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Introduction

Issue 1.0 January 2003 27

" A tool for modifying the underlying ADL and ADF files (defining the database schema and forms) for the product. For details about what has changed in the database in 6.0.2, see �Data Schema Changes in 6.0.2,� on page 75.

" A customizable database migration tool that takes data from the 5.6 SP1 databases and places it in the appropriate fields in the new 6.0.2 data schema.

" Scripts for updating migrated data to match the new schema and importing migration seed data." A tool for migrating agent resources.

The migration process can be divided into three parts:" Part A � Create 6.0.2-compatible physical databases with your 5.6 SP1 database schema." Part B � Add your 5.6 SP1 data to your new 6.0.2 databases. " Part C � Migrate your data and the rest of your 5.6 SP1 customizations into your 6.0.2

databases.

These three parts are summarized in the following diagram:

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

28 Migration Guide

Migration PrerequisitesThe Avaya IC 6.0.2 installation supplies tools to migrate your Avaya IC 5.6 SP1 components. Before you use these tools, however, you need to do several things manually.

Note: The migration process assumes that you are starting with 5.6 SP1. If you have not upgraded to 5.6 SP1, you need to do so before you migrate your system to 6.0.2.

Some of the tasks depend on whether you have Avaya Business Applications installed. Do those tasks first, then do the tasks that apply to the entire Avaya Interaction Center suite. For details, see:" �Prerequisites for Migrating Business Applications,� on page 28" �Prerequisites for All Configurations of Avaya IC 5.6 SP1,� on page 29.

Caution: The procedures in this manual require to manipulate your company�s databases using your database administration tools. Before you attempt any of the procedures in this manual, you should be familiar with using those tools. While this manual does try to help you determine which commands you want to run, these steps should be viewed as examples only, and you should rely on your database documentation to make sure you are running the correct tool to perform the required task. In addition, you should plan your migration strategy very carefully, and be fully aware of the structure of your 5.6 SP1 database and any customizations that were made to your 5.6 SP1 system.

Prerequisites for Migrating Business ApplicationsYou can migrate your CallCenterQ (CCQ), HRQ, or CustomerQ Business Application to Avaya IC 6.0.2.

Before you use the migration tools, you need to backup the following components:" Your entire design directory and all its subdirectories (default location:

C:\Quintus\QeS56\design)

" Underlying databases (as applicable), using your database administration tools:! Application (for CCQ, CustomerQ, and/or HRQ)! Repository (CI Repository)

" QKnowledge data directories containing index files from <QeS_install_dir>\fulcrum\fultext directory.

" QKnowledge collectionname.cfg files from <QeS_install_dir>\fulcrum\fultext directory.

!

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Migration Prerequisites

Issue 1.0 January 2003 29

Prerequisites for All Configurations of Avaya IC 5.6 SP1Avaya recommends that you install the Avaya IC 6.0.2 servers and design tools on a clean machine (instead of installing them on top of or along with 5.6 SP1). In addition, you should uninstall the 5.6 SP1 client from an end-user�s machine before you install the upgraded client.

Note: If you are using the Web Management component for Chat or Email and you elect to install your 6.0.2 servers on a new machine, you need to perform the steps in �Prerequisites for Installing the Web and Email 6.0.2 Servers On a New Machine,� on page 31.

Verifying Disk Space

During this migration process, you will make a copy of your 5.6 SP1 databases. Make sure that you have enough disk space available for this task.

Changing Agent Login IDs

Avaya IC 6.0.2 does not allow underscore character (_) in the agent login ID. (This ID is stored in the loginname field in the employee table.) If you migrate any agent name with that character and then attempt to set the agent properties in the 6.0.2 IC Manager, IC Manager will display an error and you will have to change the agent login ID at that point.

Avaya recommends that you use one of your database utilities to remove the underscore from your agent login IDs before you migrate them.

Verifying Site Migration

During the migration process, all of the sites in the queue table are copied to the site table. Any site that does not exist in one of the queues will not be migrated.

If a group of agents is assigned to a site that is not associated with any chat, email, or voice queue, you need to create a queue for them before you migrate so that this site will be properly migrated along with all the others.

Migrating DS Table Information

If you want to save your current DS Table information so that you can reimport it into the new 6.0.2 database, you need to export it from the 5.6 SP1 IC Manager. You should:1 Open the 5.6 SP1 IC Manager.

2 Select Tools > DS Tables (5.6).

3 On the DS Tables dialog box, select DS Tables (5.6) > Export.

4 Save the file and make a note of its name and location.

After you have migrated your 5.6 SP1 system, you can import this information into 6.0.2 by selecting DS Tables (5.6) > Import from the IC Manager DS Tables (5.6) dialog box.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

30 Migration Guide

Installing the Migration Files and Creating Migration Folders

The following steps install the migration files and set up the basic system folders you will need during the migration process:1 Make sure that your database administration tools are accessible and properly installed. For

details, see your database documentation.

2 Begin installing Avaya IC 6.0.2 on a clean system using the information in the IC Installation and Configuration Guide. Once you have configured the Data Connector Server as described in the �Configuring the Data Connector Server� section of that manual, stop the installation process and return to these instructions.

3 If you want to save a copy of the out-of-the-box 6.0.2 files for future reference, create a backup by copying the entire <IC_install_dir>\IC60\design directory into a backup directory such as <IC_install_dir>\IC60\migration\60files.

4 Before you can merge your 5.6 SP1 ADL files with the new 6.0.2 features, you need to create a migration �staging area� to contain the design files used during the migration process. To do so, create a migration\56files directory under your 6.0.2 installation directory (default: c:\Program Files\Avaya\IC60).

5 Copy the following files from 5.6 SP1, along with the new 6.0.2 ALM files, to your migration\56files directory:

! From <QeS_install_dir>\QeS56\design\qrepository, copy qrepository.adl, qrepository.adc, qrepository.adf.

! From <IC_install_dir>\IC60\design\qrepository, copy qrepository.alm.! If your site uses the CallCenterQ Business Application, or the Avaya IC chat or email

component:! From <QeS_install_dir>\QeS56\design\callcenterq, copy ccq.adl, ccq.adc,

ccq.adf.! From <IC_install_dir>\IC60\design\callcenterq, copy ccq.alm.

! If your site uses HRQ, from <QeS_install_dir>\QeS56\design\hrq, copy hrq.adl, hrq.adc, hrq.adf. From <IC_install_dir>\IC60\design\hrq, copy hrq.alm.

! If your site uses CustomerQ, from <QeS_install_dir>\QeS56\design\custq, copy custq.adl, custq.adc, custq.adf. From <IC_install_dir>\IC60\design\custq, copy custq.alm.

Note: If you customized the messages in the 5.6 SP1 ALM file, you will need to reapply those changes to the 6.0.2 ALM file. You cannot use the 5.6 SP1 ALM file with Avaya IC 6.0.2.

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Migration Prerequisites

Issue 1.0 January 2003 31

Prerequisites for Chat and Email Migration Before you can migrate your chat and email data, you need to:1 Make sure that all prerequisites described in �Prerequisites for All Configurations of Avaya IC

5.6 SP1,� on page 29 have been completed.

2 Make sure that all chat tasks have been resolved and cleared from the 5.6 SP1 system.

3 Make sure that all email tasks (including emails deferred by agents) have been resolved and cleared from the active task list.

4 Make sure that all chat and email servers (including the WACD, WTC, Attribute Server, WIM, Email, ComHub, and JRun) have been shutdown to prevent additional data from being written to the database during migration.

5 If you want to migrate the local agent resources for your Web Agent client machines, you need to save the agent�s local resource files (*.WAC, *.RSC) before you uninstall the 5.6 SP1 Web Agent client.

For example, on the agent desktop, copy C:\Quintus\QeS56\ChatClient\agent1\agent1.wac to C:\Temp, then copy C:\Quintus\QeS56\ChatClient\agent1\agent1.rsc to C:\Temp.

Prerequisites for Installing the Web and Email 6.0.2 Servers On a New Machine

Part of the information that gets migrated along with your Chat and Email configuration data are the fully-qualified server names used for Avaya IC Web Management and Email Template administration. Therefore, if you install your 6.0.2 Web Management and Email Management web applications on a different machine from your 5.6 SP1 installation, the 6.0.2 machine must have the same fully qualified machine name for the migrated system to function properly. If the machine names are different, you will not be able to access the Web Management administration pages to correct the problem.

For this reason, you may need to two machines on your network using the same fully qualified domain names during the migration process. To accomplish this, you can use the following procedures to change the local DNS settings of the 6.0.2 machines during the course of the migration. After migration, these changes should be undone.

Note: In order for this procedure to work, your 5.6 SP1 databases must use a different database server from your 6.0.2 databases.

For Windows Installations

You need to make changes to the local hosts file to resolve the reused machine names to the new IP addresses. To do so:1 Open the local host file on each of the Avaya IC 6.0.2 servers by opening

C:\WINNT\system32\drivers\etc\hosts in an ASCII text editor.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

32 Migration Guide

2 Add entries to the hosts file for each of the 6.0.2 servers, mapping the �reused� fully qualified domain name to the new IP addresses for the 6.0.2 servers.

Below the line:127.0.0.1 localhost

add:

#comment: these are temporary entries mapping the current ip addresses to the 56 fully qualified domain names

aaa.bbb.ccc.ddd ic6and56machine1.domain.com ic6and56machine1www.xxx.yyy.zzz ic6and56machine2.domain.com ic6and56machine2

3 Save the hosts file.

Repeat this procedure on each 6.0.2 server.

For Solaris Installations

On Solaris, make changes to the etc/hosts on each Solaris server, then update the nsswitch.conf file to tell each server to read the local DNS entries first:1 From a text editor open etc/hosts.

2 Add entries to the hosts file for each of the 6.0.2 servers, mapping the �reused� fully qualified domain name to the new IP addresses for the 6.0.2 servers.

Below the line:127.0.0.2 localhost

add:

#comment: these are temporary entries mapping the current ip addresses to the 56 fully qualified domain names

aaa.bbb.ccc.ddd ic6and56machine1.domain.com ic6and56machine1www.xxx.yyy.zzz ic6and56machine2.domain.com ic6and56machine2

3 Save the hosts file.

4 From a text editor open /etc/nsswitch.conf and modify it so that �files� comes before �dns� in the name resolution search order.

For example, change:

hosts: dns files [NOTFOUND=return] nis

to

hosts: files dns [NOTFOUND=return] nis

Repeat this procedure on each 6.0.2 Solaris server.

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Migrate Application ADL Files

Issue 1.0 January 2003 33

After Server Migration Has Been Completed

Once the server migration has been completed and verified, but prior to performing the agent migration, the 5.6 SP1 system should be retired and the file modifications above should be undone. The fully qualified machine names should then be mapped to the 6.0.2 IP addresses using a global DNS service. In addition, your external DNS may also have to be updated so that users accessing the public web pages in the Web Management application can reach the new Avaya IC 6.0.2 system.

Migrate Application ADL FilesIn order to merge your 5.6 SP1 customizations with the new 6.0.2 application design, the migration process uses the following files from <IC_install_dir>\IC60\bin:" FixDesignFile.exe�the migration tool" qrepository60.def, ccq60.def, hrq60.def, custq60.def�files defining paths of design files for

each application" mig.def� generic definition file for application paths.

When the tool finishes processing the ADL file, it writes the migrated ADL to a file called <filename>.adl.mig.

All configurations of Avaya IC require you to migrate qrepository.adl, and all configurations that use chat, email, or CallCenterQ require you to migrate ccq.adl. In addition, if your site uses HRQ, you must migrate hrq.adl. If your site uses CustomerQ, you must migrate custq.adl.

To migrate your design files:1 Configure the DEF file specific to your application (ccq60.def, hrq60.def, or custq60.def).

You must define the:

! Paths of the 5.6 SP1 files you want modified ([oldfile] section) ! Paths of the 6.0.2 files to reference ([newfile] section)

For example, if you have a CCQ application and you used the directory paths specified in �Prerequisites for All Configurations of Avaya IC 5.6 SP1,� on page 29, you would customize the oldfile and newfile sections as follows:[oldfile]file1=C:\program files\avaya\ic60\migration\56files\ccq.adlfile2=C:\program files\avaya\ic60\migration\56files\ccq.adf

[newfile]file1=C:\program files\avaya\ic60\design\callcenterq\ccq.adlfile2=C:\program files\avaya\ic60\design\callcenterq\ccq.adf

2 Open mig.def and set the correct logfile path in the [log] section.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

34 Migration Guide

3 Run <IC_install_dir>\IC60\bin\FixDesignFile.exe.

You can select:

! Application. Select QRepository, CCQ, HRQ, or CustomerQ. ! Add new forms. Select this if you want to tool to check the names of all forms in the 6.0.2

ADF against the contents of the 5.6 SP1 ADF, and, if a form exists in 6.0.2 but not in 5.6 SP1, copy that form to the 5.6 SP1 ADF so that it will be migrated into the new system. If a form already exists in 5.6 SP1, any 6.0.2 functionality needs to be added manually using Database Designer. Avaya recommends that you select this option.

4 Click GO.

FixDesignFile reports its progress in the indicated progress bars in the interface. It also stores one or two log files in the designated Avaya IC logs directory:

! mig.log shows the details about all the objects that were added by the tool. If you see "...NOT FOUND IN YOUR DESIGN", that means the tool has tried to add a child object (such as a field, key, or column in a browser), but did not find its parent. This could happen if you renamed any of the standard 5.6 SP1 objects, or if you are migrating from an older release and you did not migrate to 5.6 SP1 before you attempted to run the 6.0.2 version of FixDesginFile. If you encounter this problem while migrating a valid 5.6 SP1 ADL, contact Avaya Technical Support.

! If it finds any errors, it writes them to err.log. If errors occur, verify that the paths you specified in the DEF files are correct, and then rerun FixDesignFile.

5 Rerun this tool for each application that you use at your site.

Quit: Close application

ApplicationSelector

Status pane showing the tool�s progress

Progress BarsUpper: OverallLower: Current Task

Go: Start ADL, ADF conversion

The application that you want to migrate.

Check this box if you want to use the new forms in your application.

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Create the 6.0.2 Application Databases

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Move the Migrated ADLs to the 6.0.2 Design SubdirectoriesWhen the tool completes the migration successfully, it creates a file called:

qrepository.adl.migccq.adl.migcustq.adl.mig � or � hrq.adl.mig

depending on which application you selected.

Additionally, if you selected the Create New Forms check box, then the migration tool also creates a corresponding <appname>.adf.mig file.

Once you have migrated an ADL file, you need to copy it to the appropriate 6.0.2 design directory.

Caution: Do not copy the corresponding ADC file to the 6.0.2 design directory, or attempt to open the migrated files from the <IC_install_dir>\IC60\migration\56files directory. After you have migrated the ADL files, you must open them using the corresponding 6.0.2 ADC files or the data source names will not match and most of your database tables will be dropped.

To move the migrated ADL to 6.0.2: 1 Copy the migrated <appname>.adl.mig file and, if applicable, the <appname>.adf.mig file, to

the <IC_install_dir>\IC60\design\<appname> subdirectory.

2 Rename the out-of-the-box 6.0.2 <appname>.adl file and, optionally, the <appname>.adf file, from that subdirectory to <appname>.adl.backup and <appname>.adf.backup.

3 Rename <appname>.adl.mig and, optionally, <appname>.adf.mig to <appname>.adl and <appname>.adf.

Repeat this procedure for each application that you migrated using FixDesignFile.

Create the 6.0.2 Application DatabasesYou need to create the Avaya IC 6.0.2 databases using the Avaya IC 5.6 SP1 design files that you copied to your Avaya IC 6.0.2 system in �Prerequisites for All Configurations of Avaya IC 5.6 SP1,� on page 29.

Once these Avaya IC 6.0.2 databases have been created, you need to copy the tables from the 5.6 SP1 system into these 6.0.2 databases using the data transfer services provided by SQL Server or Oracle. Later in the migration process, you will reconfigure the Avaya IC 6.0.2 databases to match the new 6.0.2 database schema, and then you will run a series of SQL queries to make the data in the transferred tables match the new schema.

!

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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Creating the CI Repository DatabaseTo create the 6.0.2 CI Repository database:1 Start the 6.0.2 Database Designer.

2 Select File > Open and open the 5.6 SP1 QRepository ADL file (<IC_install_dir>\IC60\migration\56files\qrepository.adl).

Note: In 6.0.2, Avaya introduced an ALF file. When you open a 5.6 SP1 ADL in Database Designer, you may see an error message stating that the ALM file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

3 In order to accommodate localization requirements, four fields in the database had to be resized so that the indexes using those fields did not exceed 1024 bytes. To make the corresponding changes in your 5.6 SP1 database:

a Expand the Tables placeholder in the Database Designer tree view.

b Expand the qw_reports table entry and change the field length of reportowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

c In the qw_reports table entry, change the field length of reportname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

d Expand the qw_templatepack table entry and change the field length of packowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

e In the qw_templatepack table entry, change the field length of packname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

Note: If you have added any custom fields that are part of an index that exceeds 1024 bytes, you should resize those fields as well.

4 To connect to your new 6.0.2 database, you need to configure the CI Repository database connection:

a Expand Components > Physical DB Connections and select QrepositoryConnection in the tree pane.

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Create the 6.0.2 Application Databases

Issue 1.0 January 2003 37

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

5 To configure the connection set for the CI Repository database:

a Expand DB Connection Sets and select Qconnections in the tree pane.

b Select Application from the Logical DB Connections list in the Connection Set Properties tab.

c Make sure the properties are set as follows:

! Physical DB Connection � Select QrepositoryConnection.! Primary � Do not check this box.! Use External Database � Check this box.! Database Name � Enter the name of your application database. This name must be the

exact name that you will give your application database when you create it. For example, enter ccq.

d Select qrepositoryDataSource from the Logical DB Connections list.

Field Description Notes

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name or schema of the CI Repository database. For example, repository.

In 5.6 SP1, the default name for the QRepository (now CI Repository) database was qrepository. In 6.0.2, that default name has changed to repository.

If you do not use the default name, you will need to change the SQL scripts that govern chat and email migration to reflect the name you chose. For more information, see �Update Chat and Email Data with the New Schema,� on page 55.

Database Home Directory (Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only.

For example, enter <OraInstlDir>/opt/oracle/8.1.7

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e Make sure the properties are set as follows:

! Physical DB Connection � Select QrepositoryConnection.! Primary � Check this box.

6 Save the ADL file using File > Save.

7 To create your new 6.0.2 database:

a Select File > Database Administration.

b Click the Configure option button.

c If the Import Seed Data check box is available, make sure that it is not checked.

d Enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

e Click Run.

f When Database Designer is finished, click Close.

8 Save and close the ADL file.

Creating the CCQ DatabaseIf you are using the CallCenterQ Business Application or the chat or email components, you need to create the CCQ application database. To do so:1 In the 6.0.2 Database Designer, select File > Open and open the 5.6 SP1 CallCenterQ ADL file

(<IC_install_dir>\IC60\migration\56files\ccq.adl).

Note: In 6.0.2, Avaya introduced an ALF file. When you open a 5.6 SP1 ADL in Database Designer, you may see an error message stating that the ALM file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

2 In order to accommodate localization requirements, four fields in the database had to be resized so that the indexes using those fields did not exceed 1024 bytes. To make the corresponding changes in your 5.6 SP1 database:

a Expand the Tables placeholder in the Database Designer tree view.

b Expand the qw_reports table entry and change the field length of reportowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

c In the qw_reports table entry, change the field length of reportname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

d Expand the qw_templatepack table entry and change the field length of packowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

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Create the 6.0.2 Application Databases

Issue 1.0 January 2003 39

e In the qw_templatepack table entry, change the field length of packname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

Note: If you have added any custom fields that are part of an index that exceeds 1024 bytes, you should resize those fields as well.

3 To connect to your new 6.0.2 database, you need to configure the ccqConnection database connection:

a Expand Components > Physical DB Connections and select ccqConnection in the tree pane.

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

4 To configure the connection set for the CCQ database:

a Expand DB Connection Sets and select Qconnections in the tree pane.

b Select ccqDataSource from the Logical DB Connections list in the Connection Set Properties tab and make sure the properties are set as follows:

! Physical DB Connection � Select ccqConnection.! Primary � Check this box.

c Select qrepositoryDataSource from the Logical DB Connections list.

Field Description Notes

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name or schema of the CallCenterQ database. For example, ccq.

The Avaya IC default database name is ccq.

Database Home Directory (Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only.

For example, enter <OraInstlDir>/opt/oracle/8.1.7

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d Make sure the properties are set as follows:

! Physical DB Connection � Select ccqConnection.! Primary � Do not check this box.! Use External Database � Check this box.! Database Name � Enter the name of your CI Repository database. For example, enter

repository.5 Save the ADL file using File > Save.

6 To create your new 6.0.2 database:

a Select File > Database Administration.

b Click the Configure option button.

c If the Import Seed Data check box is available, make sure that it is not checked.

d If necessary, enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

e Click Run.

f When Database Designer is finished, click Close.

7 Save and close the ADL file.

Creating the HRQ DatabaseIf you are using the HRQ Business Application, you need to create the HRQ application database. To do so:1 In 6.0.2 Database Designer, select File > Open and open the open the 5.6 SP1 HRQ ADL file

(<IC_install_dir>\IC60\migration\56files\hrq.adl).

Note: In 6.0.2, Avaya introduced an ALF file. When you open a 5.6 SP1 ADL in Database Designer, you may see an error message stating that the ALM file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

2 In order to accommodate localization requirements, four fields in the database had to be resized so that the indexes using those fields did not exceed 1024 bytes. To make the corresponding changes in your 5.6 SP1 database:

a Expand the Tables placeholder in the Database Designer tree view.

b Expand the qw_reports table entry and change the field length of reportowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

c In the qw_reports table entry, change the field length of reportname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

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Create the 6.0.2 Application Databases

Issue 1.0 January 2003 41

d Expand the qw_templatepack table entry and change the field length of packowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

e In the qw_templatepack table entry, change the field length of packname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

Note: If you have added any custom fields that are part of an index that exceeds 1024 bytes, you should resize those fields as well.

3 To connect to your new 6.0.2 database, you need to configure the hrqConnection database connection:

a Expand Components > Physical DB Connections and select hrqConnection in the tree pane.

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

4 To configure the connection set for the HRQ database:

a Expand DB Connection Sets and select Qconnections in the tree pane.

b Select hrqDataSource from the Logical DB Connections list in the Connection Set Properties tab and make sure the properties are set as follows:

! Physical DB Connection � Select hrqConnection.! Primary � Check this box.

Field Description Notes

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name or schema of the HRQ database. For example, hrq.

The Avaya IC default database name is hrq.

Database Home Directory (Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only.

For example, enter <OraInstlDir>/opt/oracle/8.1.7

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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c Select qrepositoryDataSource from the Logical DB Connections list.

d Make sure the properties are set as follows:

! Physical DB Connection � Select hrqConnection.! Primary � Do not check this box.! Use External Database � Check this box.! Database Name � Enter the name of your CI Repository database. For example, enter

repository.5 Save the ADL file using File > Save.

6 To create your new 6.0.2 database:

a Select File > Database Administration.

b Click the Configure option button.

c If the Import Seed Data check box is available, make sure that it is not checked.

d If necessary, enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

e Click Run.

f When Database Designer is finished, click Close.

7 Save and close the ADL file.

Creating the CustomerQ DatabaseIf you are using the CustomerQ Business Application, you need to create the CustQ application database. To do so:1 In 6.0.2 Database Designer, select File > Open and open the 5.6 SP1 CustomerQ ADL file

(<IC_install_dir>\IC60\migration\56files\custq.adl).

Note: In 6.0.2, Avaya introduced an ALF file. When you open a 5.6 SP1 ADL in Database Designer, you may see an error message stating that the ALM file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

2 In order to accommodate localization requirements, four fields in the database had to be resized so that the indexes using those fields did not exceed 1024 bytes. To make the corresponding changes in your 5.6 SP1 database:

a Expand the Tables placeholder in the Database Designer tree view.

b Expand the qw_reports table entry and change the field length of reportowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

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Create the 6.0.2 Application Databases

Issue 1.0 January 2003 43

c In the qw_reports table entry, change the field length of reportname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

d Expand the qw_templatepack table entry and change the field length of packowner from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

e In the qw_templatepack table entry, change the field length of packname from 255 to 150. Before you move your cursor out of this field, save the change by selecting File > Save.

Note: If you have added any custom fields that are part of an index that exceeds 1024 bytes, you should resize those fields as well.

3 To connect to your new 6.0.2 database, you need to configure the custqConnection database connection:

a Expand Components > Physical DB Connections and select custqConnection in the tree pane.

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

4 To configure the connection set for the CustomerQ database:

a Expand DB Connection Sets and select Qconnections in the tree pane.

Field Description Notes

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name or schema of the CustomerQ database. For example, custq.

The Avaya IC default database name is custq.

Database Home Directory (Oracle only)

Enter the full directory path for the Oracle client on the machine that hosts the Data Connector server.

For Oracle only.

For example, enter <OraInstlDir>/opt/oracle/8.1.7

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b Select custqDataSource from the Logical DB Connections list in the Connection Set Properties tab and make sure the properties are set as follows:

! Physical DB Connection � Select custqConnection.! Primary � Check this box.

c Select qrepositoryDataSource from the Logical DB Connections list.

d Make sure the properties are set as follows:

! Physical DB Connection � Select custqConnection.! Primary � Do not check this box.! Use External Database � Check this box.! Database Name � Enter the name of your CI Repository database. For example, enter

repository.5 Save the ADL file using File > Save.

6 To create your new 6.0.2 database:

a Select File > Database Administration.

b Click the Configure option button.

c If the Import Seed Data check box is available, make sure that it is not checked.

d If necessary, enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

e Click Run.

f When Database Designer is finished, click Close.

7 Close the ADL file.

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Copy 5.6 SP1 Data Into 6.0.2

Issue 1.0 January 2003 45

Copy 5.6 SP1 Data Into 6.0.2How you copy your data from 5.6 SP1 into your 6.0.2 databases depends on whether you use SQL Server or Oracle.

Copying SQL Server DataTo copy data from SQL Server, you need to prepare the 6.0.2 databases and then transfer the data from the 5.6 SP1 databases into your new 6.0.2 databases using your database�s export/import facility.

To do so:1 Prepare your 5.6 SP1 QRepository database by using your database utilities to run the SQL

commands located in <IC_install_dir>\IC60\bin\Migration\clear_tables.sql against that database (default name: qrepository).

2 Run the SQL commands located in <IC_install_dir>\IC60\bin\Migration\disable_constraints_sqlserver.sql against your 5.6 SP1 QRepository database.

3 Use your database export/import utilities to export the data from your 5.6 SP1 QRepository database, making sure that you select the disable constraints option.

4 Import your data into your 6.0.2 CI Repository database (default name: repository).

If your site uses the:" CallCenterQ Business Application, or the Avaya IC chat or email component, repeat this

procedure with the CallCenterQ database (default name in both releases: ccq)." HRQ Business Application, repeat this procedure with the HRQ database (default name in both

releases: hrq)." CustomerQ Business Application, repeat this procedure with the CustomerQ database (default

name in both releases: custq).

Copying Oracle DataTo copy data from Oracle, you need to disable the constraints and then import the data.

Note: The steps below are provided as an example only. You should confirm these steps by referring to your official database documentation.

To import data from Oracle:1 Open a DOS prompt and navigate to <IC_install_dir>\IC60\bin\Migration.

2 Open generate_disable_constraints_all.sql in an ASCII editor.

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3 Edit the placeholder database names in this file to match the 6.0.2 databases that you created, then save and close the file. If your site does not use one or more of the default databases, you should delete the corresponding placeholders.

The placeholder database names are:

Note: You need to make sure that you replace the placeholder names with the exact name of your database, and that the entire name is in uppercase. For example, if you used the default name for the CI Repository database, then you would replace QREPMIG60 with REPOSITORY.

4 From the command line in the <IC_install_dir>\IC60\bin\Migration subdirectory, run the generate_disable_constraints_all.sql script using SQL Plus. For example, if your login ID is system, the password is manager, and the host string is orautf8, you would enter the following command:

sqlplus system/manager@orautf8 @generate_disable_constraints_all.sql

When this script finishes, it creates a file called disable_constraints_all.sql and puts it in the current directory. Run this script file with SQL Plus to disable all of the constraints in your databases.

5 For repository and, optionally, ccq, custq, and hrq, you need to:

a Run clear_tables.sql from the command line of the migration subdirectory using SQL Plus.

b Import data from the 5.6 SP1 dump files using imp (for more information about imp, see your Oracle documentation).

Update Database ConstraintsIn order to update the database constraints and verify that the data import worked correctly, you need to run two SQL scripts and reconfigure the databases using the 5.6 SP1 ADL files. To do so:1 Open a DOS prompt and navigate to <IC_install_dir>\IC60\bin\Migration.

2 Update the qw_dbinfo table by running updateversion.sql in SQL Enterprise Manager (for SQL Server), or SQL Plus (for Oracle) against the repository database, and, if applicable, against the ccq, hrq, and custq databases as well.

Database Placeholder Name

CI Repository database QREPMIG60

CallCenterQ database CCQMIG60

HRQ database HRQMIG60

CustomerQ database CUSTQMIG60

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3 Enable all constraints by:

! For SQL Server, run enable_constraints_sqlserver.sql.! For Oracle, run the generate_enable_constraints_all.sql script using SQL Plus. For

example, if your login ID is system, the password is manager, and the host string is orautf8, you would enter the following command:

sqlplus system/manager@orautf8 @generate_disable_constraints_all.sql When this script finishes, it creates a file called enable_constraints_all.sql and puts it in the current directory. Run this script file with SQL Plus to enable all of the constraints in your databases.

Tip: Avaya recommends that you back up all of your 6.0.2 databases at this point in case you need to re-run the later stages of the migration process. For more information about backing up your databases, see your database documentation.

Reconfigure Your Application Databases Using the Migrated ADL Files

In order to merge your migrated ADLs with your 6.0.2 databases, you need to set your ADL Include Path and reconfigure your databases. To do so:1 Start Database Designer and open your CI Repository ADL file

(<IC_install_dir>\IC60\design\qrepository\qrepository.adl).

2 Set the connection information to point to the 6.0.2 databases you created in �Create the 6.0.2 Application Databases,� on page 35. For details, see �Configuring the CI Repository Database Connection� in the IC Installation and Configuration Guide.

3 Set the ADL include path to the appropriate directories. To do so:

a In the left pane, click on the first node to open the Application Design File Properties tab.

b In the right pane, click the � (ellipsis) button next to the ADL Include Path text box.

c In the ADL Include Path dialog box, delete the current path and then click Add.

d In the Browse for Folder dialog box, navigate to the folder where the common IC Scripts are located, then click OK. (Default: c:\Program Files\Avaya\IC60\design\common.)

e Click Add again and navigate to the folder where the QConsole IC Scripts are located, then click OK. (Default: c:\Program Files\Avaya\IC60\design\qconsole.)

f In the ADL Include Path dialog box, click OK.

4 To make sure that the process worked successfully, reopen Database Designer and then reopen the ADL file. It should open without errors.

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5 To reconfigure the database:

a Select File > Database Administration.

b Select defaultDBConnectionSet from the DB Connection Set list.

c Click the Reconfigure option button.

d Enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

e Click Run.

f When Database Designer has finished, click Close.

6 Close the ADL file.

If your site uses the:" CallCenterQ Business Application, or the Avaya IC chat or email component, open

<IC_install_dir>\IC60\design\ccq\ccq.adl and repeat this procedure." HRQ Business Application, open <IC_install_dir>\IC60\design\hrq\hrq.adl and repeat

this procedure." CustomerQ Business Application, open <IC_install_dir>\IC60\design\custq\custq.adl

and repeat this procedure.

Tip: Avaya recommends that you back up all of your 6.0.2 databases at this point in case you need to re-run the later stages of the migration process. For more information about backing up your databases, see your database documentation.

Import Seed Data for New CI Repository Database TablesThere are several new tables in the 6.0.2 CI Repository database that require seed data. These tables are:" site " languagecode" classificationcode" classificationgrp" localizedcode

Note: If you have customized the mapping rules for the Report Server, you need to make a note of those customizations so that you can reapply them later. (These mapping rules are stored in the creationrules and fieldexpressions tables.)

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Create the Migration Database

Issue 1.0 January 2003 49

To import the seed data:1 First delete the old Report Server table data. To do so, use your database administration tool to

run the following SQL statements:delete from fieldexpressions delete from creationrules

2 Open a DOS window and navigate to <IC_install_dir>\IC60\design\qrepository\data.

3 Run import_delta_seed.bat.

4 Reapply any customized mapping rules.

5 Generate the CI Repository application by:

a Opening <IC_install_dir>\IC60\design\qrepository\qrepository.adl in Database Designer.

b Select File > Generate Windows Application and generate the application, being sure to push all IC Scripts to the database. (For details, see the IC Database Designer Application Reference.)

Create the Migration DatabaseThe Migration database provides temporary storage of transferred data, record keeping for the DBMigration tool, and a way for you to verify what data was migrated. To create this database:1 Open Database Designer.

2 Open <IC_install_dir>\IC60\bin\Migration\migration.adl.

Note: When you open the ADL in Database Designer, you may see an error message stating that the ALF file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

3 Configure the migration database connection:

a Expand Components > Physical DB Connections and select migConnection in the tree pane.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

50 Migration Guide

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

4 Save the ADL.

5 To create the migration database:

a Select File > Database Administration.

b Select Qconnections from the DB Connection Set list.

c Click the Configure option button.

d If the Import Seed Data check box is available, make sure that it is not checked.

e Enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

f Click Run.

g When Database Designer is finished, click Close.

6 Save and close the ADL file.

Field Description Notes

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name or schema of the migration database. For example, MigrationDB.

The Avaya IC default database name is MigrationDB.

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Run DBMigrate

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Run DBMigrateThe DBMigrate tool updates your 5.6 SP1 data to match the new 6.0.2 database schema, then places it in the appropriate fields in the new 6.0.2 datamodel using the rules specified in the provided migration ADL files. You should never configure your database using a migration ADL file, because you will lose data from your database.

If you have heavily customized your Avaya IC installation, you may need to customize the DBMigrate tool in order to accommodate those customizations, or check the results of the migration to what database fields were migrated. For details about this tool, see �Customizing the DBMigrate Tool,� on page 74.

In order to run DBMigrate, you need to specify the connection set information for the DBMigrate-specific ADL, and then run the migrate_qrepository.bat file.

To set the connection information for DBMigrate:1 Open <IC_install_dir>\IC60\bin\Migration\qrepository56_60.adl in Database

Designer.

Note: When you open the ADL in Database Designer, you may see an error message stating that the ALF file could not be found. It is safe to click OK and continue opening the file, after which Database Designer will create the ALF file for you.

2 To connect to your new 6.0.2 database, you need to configure the CI Repository database connection:

a Expand Components > Physical DB Connections and select qrepositoryConnection in the tree pane.

b In the DB Connections Properties tab, fill in at least the following fields (you can find a description of all the fields in the IC Installation and Configuration Guide):

Field Description Notes

Timeout The maximum number of seconds that the client application waits for a response to a database request before the application assumes the connection to the Data Connector server is lost.

Set this interval based on the size of your database. Avaya recommends using at least 1800.

Database Type Select the type of database from the drop-down menu.

Database Designer uses the selected database type to generate a SQL statement which can be applied to the database.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

52 Migration Guide

3 To configure the connection set for the DBMigrate database:

a Expand DB Connection Sets and select Qconnections in the tree pane.

b Select migrationDataSource from the Logical DB Connections list in the Connection Set Properties tab.

c Make sure the properties are set as follows:

! Physical DB Connection � Select qrepositoryConnection.! Primary � Do not check this box.! Use External Database � Check this box.! Database Name � Enter the name of your migration database. This name must be the

exact name that you gave your migration database in �Create the Migration Database,� on page 49. For example, enter MigrationDB.

4 Save the ADL file using File > Save.

Caution: Do not reconfigure your database using this ADL or it will seriously damage your database.

To run DBMigrate:1 Make sure that you have customized the DBMigrate tool to account for any changes you made

to the 5.6 SP1 datamodel, as described in �Customizing the DBMigrate Tool,� on page 74.

2 Open a DOS prompt and navigate to <IC_install_dir>\IC60\bin\Migration.

Data Server Type/Alias

The name of your Data Connector server from IC Manager.

Enter the name that you gave the Data Connector Server during the installation procedure.

Database Server Host name of the machine that hosts your 6.0.2 database server.

For SQL Server:" For the default database instance, enter the

host name.

" For another database instance, enter <machine name>/<database name>.

For Oracle, enter the server alias from the tnsnames.ora file. For example, support_support.xyzcorp.com

Database Name Name of your CI Repository database. For example, repository.

This must be the same name you used for the CI Repository database in �Creating the CI Repository Database,� on page 36.

Field Description Notes

!

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Run DBMigrate

Issue 1.0 January 2003 53

3 Open migrate_qrepository.bat in an ASCII editor such as Notepad. This bat file calls the DBMigrate tool, which will move your 5.6 SP1 data into the proper places in the new 6.0.2 database schema.

The bat file contains the following text:

"%AVAYA_IC_HOME%\bin\dbmigrate.exe" "%AVAYA_IC_HOME%\bin\Migration\qrepository56_60.adc" migration_qrep Qconnections Admin admin "%AVAYA_IC_HOME%\bin\Migration\qrepository56_60.xml"

where:

! "%AVAYA_IC_HOME%\bin\dbmigrate.exe" is the path to the DBMigrate executable.! "%AVAYA_IC_HOME%\bin\Migration\qrepository56_60.adc" is the path to the migration

ADC file.! migration_qrep is the name of the application in the ADC file that DBMigrate will used to

transfer the data.! Qconnections is the name of the connectionset specified in the ADC file that DBMigrate

will use to connect to the database.! Admin is an IC Manager user ID with Administrator authority.! admin is the password for the IC Manager user ID specified in Admin. ! "%AVAYA_IC_HOME%\bin\Migration\qrepository56_60.xml" is the path to the XML file

that defines the migration rules.4 Change Admin and admin to be your IC Manager administrator login and password.

5 If you want to increase the level of logging maintained by DBMigrate, you can append the optional <loglevel> parameter to the end of the command. <loglevel> can be 0, 1, 2, or 3, where 0 (the default) is the minimum amount of logging.

6 Save and close migrate_qrepository.bat.

7 Run migrate_qrepository.bat. The length of time that DBMigrate requires depends upon the size of your database.

8 When the process is finished, check the <IC_install_dir>\IC60\logs\dbmigrate.log file to make sure the process completed without errors.

Verify the Data Migration After you have run DBMigrate, there are several new tables that you can check to make sure that the data has migrated properly:" mediainteraction � This table is created from the 5.6 SP1 contact table. It should have as

many rows as the contact table does.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

54 Migration Guide

" mediasegment � This table is the intersection of the routingevent and mediainteraction tables. It should mirror the 1:N link between the contact and routingevent, and there should be as many rows in this table as there are in the routingevent table. Additionally, there will be at least one row for every mediainteraction that was created.

" agentsegment � This table is the intersection of the routingevent and employee tables. There should be the same number of rows in the agentsegment table as there are routingevent rows with the agent_key column populated.

" classificationcode � This table contains the data previously stored in the outcomecode, reasoncode, and categorycode tables. There should be one row in the classificationcode table for each row in the other three tables.

" localizedcode � This table contains the display value of the classificationcode table. It is populated with the display values coming from the 5.6 SP1 outcomecode, reasoncode and categorycode tables. There should be the same number of rows in the localizedcode table as there are in the classificationcode table.

" taskperformedcode � This is the intersection that represents the individual keys in the taskperformed table that were linked to the 5.6 SP1 outcomecode, reasoncode and categorycode tables. There will be a single row for each populated column (outcomecode_key, categorycode_key and reasoncode_key) in each taskperformed row.

For more details about these new tables, see �Data Schema Changes in 6.0.2,� on page 75.

Tip: Avaya recommends that you back up all of your 6.0.2 databases at this point in case you need to re-run the later stages of the migration process. For more information about backing up your databases, see your database documentation.

Migrate Email and Chat DataChat and Email migration is performed simultaneously and will automatically transfer the following from your 5.6 SP1 system to Avaya IC 6.0.2:" WACD chat and email task data" Email messages and email message history" Chat transcripts and chat history" Website authentication data for registered customers" Datawake Filters and customer Datawake history" Avaya IC Web Management FAQs" Avaya IC Web Management configuration data (MultiTenant metadata)" Email response templates

Tools are provided for migrating Agent chat and email resources, but some steps must be done manually.

This following areas of the Avaya IC Chat and Email components have changed since 5.6 SP1 and may require reimplementing your personalizations and customizations:" Server configuration

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Migrate Email and Chat Data

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" Avaya IC Web Management! Chat and Email Escalation for Avaya IC 5.6 SP1 and Internet Call Center (ICC) 4.5! Self-Service FAQs! Configuration Data (Multi-tenant metadata)! Customer Authentication! Proactive Contact and Datawake

" Chat and Email routing! Email Analysis and Routing (WACD Email Scripts, Email Workflows, and WACD PLAID

Scripts)! Chat Routing (Chat Workflows and WACD PLAID Scripts)

" Chat Client" Workflows" Agent Scripts" Historical Data

To migrate your data, you need to:" Complete the prerequisites in �Prerequisites for All Configurations of Avaya IC 5.6 SP1,� on

page 29 and �Prerequisites for Chat and Email Migration,� on page 31." Update your chat and email data to conform to the new schema. For details, see Update Chat

and Email Data with the New Schema, below." Import the 6.0.2 migration seed data. For details, see �Import New Seed Data,� on page 57." Reapply and 5.6 SP1 customizations and configuration options. For details, see �Reapply 5.6

SP1 Configuration and Customizations,� on page 58." Update agent properties and resources. For details, see �Migrate Web Agent Clients,� on

page 67.

Update Chat and Email Data with the New SchemaBefore you update your chat and email data, you should consider the following issues:" If one of the new 6.0.2 Web Management configuration parameters has the same name as a

custom piece of 5.6 SP1 configuration data, errors may occur when copying the 5.6 SP1 seed data. In this case, the custom configuration data will not be migrated.

" If you have modified the CallCenterQ database schema to support customizations such as adding additional survey questions for the Web Management website, you may need to modify the Chat and Email migration scripts to migrate the custom fields. For more information, see �Survey Changes,� on page 63.

The way you update your chat and email data depends on whether you are using SQLServer or Oracle.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

56 Migration Guide

Using SQLServer

To update the chat and email data using SQLServer:1 If your CI Repository database is not called repository, you need to open

<IC_install_dir>\IC60\bin\Migration\migrate_chat_email_script.sql and change all instances of repository in the following query to match your CI Repository database name:

update w_qw_wru_entry set w_qw_wru_entry.tenant_key = repository.dbo.tenant.pkey from w_qw_wru_entry, repository.dbo.tenant where w_qw_wru_entry.tenant_id = repository.dbo.tenant.name

2 If you want to migrate any custom survey data, you need to modify the script as described in �Survey Changes,� on page 63.

3 Using your database utilities, run the SQL statements in <IC_install_dir>\IC60\bin\Migration\migrate_chat_email_script.sql against your CallCenterQ database (default name: ccq).

Using Oracle

To update the chat and email data using Oracle:1 Open a DOS window and navigate to <IC_install_dir>\IC60\bin\Migration.

2 If your CI Repository database name is something other than repository, you need to edit the script to replace the hardcoded database name. To do so:

a Open migrate_chat_email_scripts_ora.sql in an ASCII editor.

b Perform a a global search for the string repository and replace it with your CI Repository database name.

c Save and close migrate_chat_email_scripts_ora.sql.

3 If you want to migrate any custom survey data, you need to modify the script as described in �Survey Changes,� on page 63.

4 From the DOS prompt, run migrate_chat_email_scripts_ora.sql script using SQL Plus.

Note: Make sure you login to SQLPlus using your ccq database user account.

For example, if your ccq user login ID is ccq, your password is avaya, and the host string is ccqdb, you would enter:sqlplus ccq/avaya@ccqdb @migrate_chat_email_scripts_ora.sql

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Migrate Email and Chat Data

Issue 1.0 January 2003 57

Import New Seed DataAvaya IC 6.0.2 includes new seed data required by the Avaya IC Chat and Email servers and by the Avaya IC Web Management application.

Note: If you are migrating localized system, you should perform all of the standard migration tasks and then see the IC Installation and Configuration Guide for information about localizing your migrated 6.0.2 system.

To import seed data: 1 In Notepad or another text editor, open the following file:

<IC_install_dir>\IC60\design\CallCenterQ\data\migrate_56_601_import_seed.cfg

2 Find the DestinationPasswd field and verify that the value is the correct password for the Admin account.

3 Save the migrate_56_601_import_seed.cfg file.

4 Run the seed migration import BAT file migrate_56_601_import_seed.bat.

Reconfigure the Chat and Email DatabasesIn order to merge your migrated chat and email data with your 6.0.2 databases, you need to reconfigure those databases. To do so:1 Start Database Designer and open your CI Repository ADL file

(<IC_install_dir>\IC60\design\qrepository\qrepository.adl).

2 Select File > Database Administration.

3 Select defaultDBConnectionSet from the DB Connection Set list.

4 Click the Reconfigure option button.

5 If necessary, enter your IC Manager username and password in the appropriate fields. (Do not enter your DBA username and password.)

6 Click Run.

7 When Database Designer has finished, click Close.

8 Close the ADL file.

9 Open your CallCenterQ ADL file (<IC_install_dir>\IC60\design\callcenterq\ccq.adl) and repeat steps 2 through 8 for that database.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

58 Migration Guide

Reapply 5.6 SP1 Configuration and CustomizationsThis section summarizes the changes made to Avaya IC 6.0.2 Chat and Email, and how these changes may affect the 5.6 SP1 to 6.0.2 migration.

Server Changes

In Avaya IC 6.0.2 the Web Management application, the ICM server, and the CIRS server require a valid VESP Toolkit login account with at least Operator permissions to function properly. If a migrated account (such as the �db� account) is used, the account must be given Operator permissions using IC Manager. To set these permissions:1 Start IC Manager.

2 Select the Agent tab.

3 In the left-hand pane, right-click on the account used by the Web Management application, ICM, and CIRS and select Edit from the pop-up menu.

4 Click the Security tab.

5 Make sure the Operator or Administrator box is checked.

6 Click OK.

Due to architectural changes in Chat and Email, some system configuration information will be lost during the migration. This section lists some of the major changes to the system and highlights configuration settings which may need to be reapplied in Avaya IC 6.0.2 after you have finished installing and configuring Avaya IC 6.0.2 as described in the IC Installation and Configuration Guide.

The following server changes have been made in 6.0.2:" WACD � The WACD server is now configured and controlled by IC Manager. Most standard

configuration options are provided in the WACD tab of the IC Manager server configuration window. These options include:! Logging Level! ComHub Location and Port! Task Timeouts! DataServer Connectivity! WACD Admin Page Location The WACD no longer needs to be told the location of the IC Email server, this is determined automatically.

If additional WACD configuration needs to be migrated custom configuration name value pairs can be entered on the �configuration� tab of the WACD server configuration window in IC Manager. (For details, see IC Administration Volume 1: Servers & Domains.)

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Migrate Email and Chat Data

Issue 1.0 January 2003 59

" WTC � The WTC server has been replaced by the ICM Server in Avaya IC 6.0.2. For more information, see �Configuring the ICM Server� in the IC Installation and Configuration Guide. For information about changes to the Avaya IC Chat Client, see �Chat Client Changes,� on page 65.

" Backgrounder � The functions performed by the Backgrounder server are now being performed by the 6.0.2 ICM Server.

" WIM/Paging � The WIM server has been renamed the Paging server and is now configured and controlled by IC Manager. Most standard configuration options, including ComHub Location and Port, are provided in the Paging tab when you create or modify the Paging server in IC Manager. If additional Paging configuration information needs to be migrated, you can enter custom configuration name value pairs on the Paging server�s Configuration tab. (For more information, see IC Administration Volume 1: Servers & Domains.)

" ComHub � The ComHub server is now configured and controlled by IC Manager. " Email/IC Email � The Email server is now configured and controlled by IC Manager. Most

standard configuration options are provided in the ICEmail tab in the Email server�s Server Configuration dialog box, including:! SMTP Server! SMTP Helo Domain! Maximum Messages Retrieved per POP Cycle! POP Cycler wait! Duplicate Message Checking! Loop DetectionEmail server properties previously configured using the IC Manager Property Manager must be manually migrated to the ICEmail tab of the Email server configuration. These Avaya IC 5.6 SP1 properties are automatically copied to 6.0.2, but they are not moved to the ICEmail configuration tab. If you want the 6.0.2 Email server to use those parameters, you must manually reenter them on the Email server�s ICEmail configuration tab.

" QChat � The functions performed by the QChat server are now being performed by the 6.0.2 WACD server.

" QWCEmail � The functions performed by the QWCEmail are now being performed by the 6.0.2 WACD server.

" WebChannel/HTTPConnector � The WebChannel server has been renamed the HTTPConnector, and it is no longer used by the Avaya IC Web or Email applications to run Chat and Email authentication and routing workflows. Therefore, this server is no longer required by Web Management or the WACD server.

General Changes

The Web Management component has been extended to include support for localization. New user-configurable parameters have been introduced and administrative components have been added to support Web Management configuration data (metadata) in multiple languages. In addition, the parsing of HTTP request parameters and form data have been modified to accept multi-byte UTF-8 encoding.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

60 Migration Guide

Chat escalation has been modified for the new Avaya IC Chat architecture. The Chat Connector server is no longer used and the Chat plugin is no longer used as part of the chat escalation procedure.

Most HTTP request parameters in the web application now have constants defined for their names, and the method used to retrieve HTTP request parameters now accepts UTF-8 parameters. For example, an localized request for the parameter �aicAuthAction� would look like:

String action = JSPUtils.getParameter(request, sessionLanguage, JSPConstants.HTTP_PARAMS_AUTH_ACTION);

The Avaya IC Website system configuration has been moved to IC Manager. For details, see �Configuring the Website� in the IC Installation and Configuration Guide.

The public and administrative pages for the Web Management component have been modified for Avaya IC 6.0.2. Any JSP pages and Java components developed for 5.6 SP1 cannot be migrated to 6.0.2. Instead, you must install the new 6.0.2 Web Management component and then reapply any customizations that you made to 5.6 SP1.

One-click chat escalation links or web forms, used to access Chat or Web Management, should still function with only minor modification. In addition, forms created to access the ICC/CentreVu Chat or Chat & Callback functionality will continue to work with minor changes.

The following sections provide additional details about how the following Web Management changes might effect migration:" �Single-Click Authentication and Escalation,� on page 60" �Self-Service/FAQ Changes,� on page 62" �Self-Service/FAQ Changes,� on page 62" �Configuration Data Changes,� on page 62" Web Management configuration data (multi-tenant metadata)" �Proactive Contact and DataWake Changes,� on page 63.

Single-Click Authentication and Escalation

URLs or forms created in a separate web application to access Chat functionality in 5.6 SP1 or ICC/CentreVu 4.5 can be migrated to Avaya IC 6.0.2 with minimal changes. These URLs are sometimes referred to as �single-click� or �one shot� URLs.

If you are migrating from ICC/CentreVu 4.5, Chat and Chat & Callback requests can be reused by changing the target of the link or form now used to access the ICC translation page iccescalate.jsp. The page is designed to accept many of the standard ICC chat request parameters and translate them into Avaya IC 6.0.2 chat escalation request parameters. The page causes an automatic guest login to occur and an automatic Chat or Chat & Callback escalation to occur. For example, if the previous forms target was:

http://webserver.com/servlet/WT

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then the new URL would be of the form:

http://webserver.com/website/public/iccescalate.jsp

If you are migrating from Avaya IC 5.6 SP1, one-click links and forms essentially remain the same (as long as the server name has not changed). The only changes involve request parameters:" If any of your 5.6 SP1 parameters use the namespace identifier �qew�, this must be changed to

�aic� for 6.0.2. For example, a parameter like �qewEscAction� would become �aicEscAction�. " The request parameter descriptor �Endpoint� is now referred to as �RequestedMedia� in

website URLs. For example, a one-click escalation URL of the following form:http://webserver.com/website/public/account.jsp?qewAuthLogin=aguest&qewAuthLevel=guest&qewAuthAction=login&qewTenant=DefaultTenant&qewEscAction=escalate&qewEscEndpoint=chat&qewEscQuestion=thisismyquestion

would become:http://webserver.com/website/public/account.jsp?aicAuthLogin=aguest&aicAuthLevel=guest&aicAuthAction=login&aicTenant=DefaultTenant&aicEscAction=escalate&aicEscEndpoint=chat&aicEscQuestion=thisismyquestion

Note: The redirection URLs passed in as query parameters for single-click authentication must be fully qualified. If relative URLs were used to send customers to a specific page in the IC Website (such as the Search page), these URLs may not function correctly in 6.0.2. Please contact Avaya Technical support if you experience any problems.

Escalation Routing Changes

Routing of Chat and Email requests made from the Web Management pages has changed. In 5.6 SP1, standard routing involved associating each FAQ in Web Management Self-Service with a Queue (or Tasktype). These FAQ-Queue associations were used to determine how chat tasks were routed and which email address was used for sending emails from the website. In 6.0.2, FAQs are associated instead with Routing Hints for Chat escalations and Mail Accounts for Email escalations. Therefore, after migration each FAQ in the WRU may have to be manually updated to associate the document with a set of Routing Hints and a Mail Account. (For more information about Mail Accounts, see IC Administration Volume 1: Servers & Domains. For more information about Routing Hints, IC Administration Volume 2: Agents, Customers, & Queues.)

If desired, the FAQ-Queue associations from 5.6 SP1 can be reused and are migrated, however to take advantage of them you will need to customize the Web Management chat escalation pages and the Chat and Email WACD workflows. To add the tasktype to the chat escalation add the following line:

ChatEscalate.setEduValue("tasktype", tasktype);

below the other escalation parameters in <IC_install_dir>/IC60/comp/website/public/escalate.jsp

For more information, please contact Avaya Technical Support.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

62 Migration Guide

Self-Service/FAQ Changes

In order to support localization and the use of Routing Hints and Mail Accounts (as described in Escalation Routing Changes, above) for Chat and Email escalations from the website, the Avaya IC Web Management Self-Service display stylesheets have changed. The following files in <QeS_install_dir>\QeS56\chatserver\website\public\xsl have changed: " display.xsl " search.xsl " grouping.xsl

If you applied any customizations to these stylesheets, you need to reapply them to the corresponding Avaya IC 6.0.2 stylesheets, located in <IC_install_dir>\IC60\comp\website\public\xsl.

Administration Page Changes

In 6.0.2, the Administration page stylesheets have changed. (In 5.6 SP1, these stylesheets are located in <QeS_install_dir>\QeS56\chatserver\website\admin\wru\xsl.)

If you applied any customizations to these stylesheets, you need to reapply them to the corresponding Avaya IC 6.0.2 stylesheets, located in <IC_install_dir>\IC60\comp\website\wru\xsl.

Configuration Data Changes

To support changes made to Web Management, the localization of Chat and Email, and the new Chat features, a significant amount of Web Management configuration data (metadata) has been added. In addition, many pieces of the Avaya IC 5.6 SP1 configuration data are no longer used, although they will all be copied automatically to 6.0.2.

Note: If one of the new 6.0.2 Web Management configuration parameters has the same name as a custom piece of 5.6 SP1 configuration data, errors may occur when copying the 5.6 SP1 seed data as described in �Update Chat and Email Data with the New Schema,� on page 55. In this case, the custom configuration data will not be migrated.

Although most migrated metadata is still used in 6.0.2, some metadata sections and metadata elements are no longer used due to architectural changes. The following is a summary of how the migrated 5.6 SP1 metadata is used (listed by metadata section)." Chat � Chat properties used in the Web Management web pages for escalation are still used.

All chat metadata used for customizing the 5.6 SP1 chat client (chat.custom*) are no longer used and may be ignored. Chat client customizations are now found in chat.attributes.* and chat.phrases.*.

" Email � Properties still used." Fax � Properties still used." Flows � Properties still used." Security � Properties still used.

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Migrate Email and Chat Data

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" Servers � Properties NOT used. Server data is now resolved using VESP or is maintained in the website configuration managed by IC Manager.

Proactive Contact and DataWake Changes

Proactive Contact is not supported in Avaya IC 6.0.2, however proactive contact filters and ripples will be migrated to 6.0.2 and will still be used to define how DataWake information should be collected.

In Windows, the DataWake configuration settings have moved from the registry to a configuration file called datawake.cfg that resides in <IC_install_dir>\IC60\etc.

Survey Changes

In Avaya IC 6.0.2, survey data has been moved from the w_wrap_survey table to the w_chat_wrap_survey table. (The new table is still in the CallCenterQ database.) The 6.0.2 Chat and Email migration scripts, migrate_chat_email_script.sql and migrate_chat_email_script_ora.sql, copy data from the old table to the new table. If you have created custom columns in w_wrap_survey and you want to migrate the data in those columns to 6.0.2, you need to:1 Add your custom columns to the new w_chat_wrap_survey table. To do so:

a Open the CallCenterQ ADL file (default name: ccq.adl) in Database Designer and add the custom columns. For details, see the IC Database Designer Application Reference.

b Reconfigure the CallCenterQ database.

c Save and close the CallCenterQ ADL file.

2 Customize the Chat and Email migration scripts so that they migrate your custom data. To do so:

a Open the Chat and Email migration script you will be using (either migrate_chat_email_script.sql or migrate_chat_email_script_ora.sql) in an ASCII text editor and search for the following line:

insert into w_chat_wrap_survey (chat_id, courtesy, speed, useful) select task_id, courtesy, speed, useful from w_wrap_survey

b Change this line to include the new columns. For example, if you to migrate the custom column mysurveyfield, you would change the above line to read:

insert into w_chat_wrap_survey (chat_id, courtesy, speed, useful, mysurveyfield) select task_id, courtesy, speed, useful, mysurveyfield from w_wrap_survey

c Save your changes and close the migration script file.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

64 Migration Guide

3 Run the Chat and Email migration scripts as described in �Update Chat and Email Data with the New Schema,� on page 55.

Note: Make sure that you run this script only once. If you ran this script before you did your customizations, you must restore the back up you made after �Verify the Data Migration,� on page 53 and start over.

4 Web Management accesses CallCenterQ data using the PDM database schema file (pdm.xml). Therefore, you must update the PDM file if you want to access a custom field. To do so:

a Open the PDM database schema file (default: <IC_install_dir>\IC60\etc\pdm.xml) in an ASCII text editor.

b Find the PDM entity defined by the path chat_wrap_survey, which appears in the PDM file as <PATHDEF name="/chat_wrap_survey">.

c Add the following field definition to this entity:

<FLDDEF dtype="<my_field_datatype>" name="<my_field_name>" xmltype="attr"><DM_DCO fldname="<my_field_name>"/><DMODBC fldname="<my_field_name>"/>

</FLDDEF> For example, if you added the string field mysurveyfield, with the name aicSurveyResponse4, the field definition would look like this:<FLDDEF dtype="string" name="aicSurveyResponse4" xmltype="attr">

<DM_DCO fldname="mysurveyfield"/><DMODBC fldname="mysurveyfield"/>

</FLDDEF> d Save and close the PDM database schema file.

Routing ChangesSeveral changes have occurred with respect to Routing or Qualification of contacts, specifically to the use of Web Queues (Chat and Email), Email Queues, Mail Accounts, WACD PLAID scripts, and WACD Email scripts. These changes are:" Web Queues (Chat and Email) are migrated to 6.0.2, however Web Queue to WACD PLAID

script associations are no longer used. " Email Queues (Incoming Email Queues or Pools) are no longer used in 6.0.2. 5.6 SP1 Email

Queues are migrated to 6.0.2, and their Mail Template usage and reply address settings are applied to the 6.0.2 Mail Accounts.

" Mail Accounts are migrated to 6.0.2 and inherit the attributes of the 5.6 SP1 Email Queues (such as Mail Template associations and reply addressing).

" WACD Email scripts are no longer supported and are not migrated. You will need to reapply any customizations to the WACD Email scripts to the 6.0.2 ICEmail server and the WACD workflows.

" WACD PLAID scripts are no longer supported and are not migrated. You will need to reapply any customizations to the WACD PLAID scripts to the 6.0.2 WACD workflows.

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WACD Email scripts are no longer supported and are not migrated. You will need to reapply any customizations to the WACD Email Scripts to the 6.0.2 ICEMAIL and WACD workflows.

Chat Client ChangesIn Avaya IC 6.0.2, the Chat architecture has changed significantly. The previous implementation included the WTC (Text Conferencing) server and an HTML application served by the IC Chat plugin. Shared browsing was implemented as a separate application which could be downloaded when needed. In 6.0.2, these components have been replaced by the ICM server and a Chat & Collaboration applet. These changes have the following effect on migration:" The acuitysb virtual directory used for 5.6 SP1 shared browsing is no longer necessary and

can be removed." Customizations made to the 5.6 SP1 chat client source code have to be reapplied to the 6.0.2

Chat & Collaboration configuration parameters (found in Web Management configuration data chat.attributes.*) or in the applet template files (found in <IC_install_dir>\IC60\comp\icm\default). For example, the HTML pages in <QeS_install_dir>\QeS56\chatserver\icws\wtc\data\html\livehelp are no longer used in 6.0.2 for the Chat Client. Any customizations to these pages will have to be applied to the new applet template files.

" Customizations made to the 5.6 SP1 chat client using Web Management configuration data (chat.custom.*) needs to be reapplied using the new Web Management configuration data (chat.attributes.*).

" The new Chat & Collaboration applet, by default, runs in a separate window from the user�s browser. The 6.0.2 applet template files can be modified to run the applet in the user�s existing browser.

Chat and Email Workflow ChangesArchitectural changes to Chat and Email required changes to the standard workflows used for Chat and Email authentication, escalation, and routing. The 5.6 SP1 Chat and Email Workflow projects and flows are not supported in Avaya IC 6.0.2. Any customizations made to the 5.6 SP1 Chat and Email workflows must be reapplied to the 6.0.2 workflows. The following projects must be opened in Workflow Designer, built and uploaded to the database from <IC_install_dir>\IC60\design\IC\Flows\Avaya:" ICEmail\icemail.prj " WACD\wacd.prj " Web_Routing\web_routing.prj " WebCenter\webcenter.prj

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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The table below briefly describes the types of changes which have made to each of the 5.6 SP1 Chat and Email workflow projects.

For more information about migrating workflows, see �Migrate Your Existing Workflows,� on page 70. For more information about changing workflows, see the Avaya Workflow Designer Guide.

IC Script Changes5.6 SP1 Chat and Email IC Scripts are not migrated. Any changes made to the 5.6 SP1 IC Scripts will have to be manually reapplied to the new IC Scripts after the 6.0.2 system has been completely configured.

Historical Data ChangesAll 5.6 SP1 Chat and Email historical data is migrated to 6.0.2. However, changes to the database schema and business rules make the 5.6 SP1 reporting tools incompatible with 6.0.2. Therefore, while the historical data will be available, some modifications will be needed in order to report on that data. The major changes are:" Migrated 5.6 SP1 Chat and Email tasks will be available for display in the agent�s contact

history browser, and they can be accessed for transcript review and email history review in the same manner as 6.0.2 entries.

" 5.6 SP1 survey data is migrated to 6.0.2 will display on the web pages identically to new 6.0.2 data.

5.6 SP1 Project(s)

6.0.2 Project(s) Purpose Change

wacd Qualify chat and email tasks for routing.

New for 6.0.2. Qualification flow is called directly by WACD using VESP. Flow looks at routing hints and availability in making routing decision for chat and email. Response is formatted for use by WACD. Replaces functionality previously implemented in qchat and qwcemail workflow projects and WACD PLAID scripting.

icemail Analyze incoming emails.

New for 6.0.2. Email analysis, email pre-qualification (authentication), email content analysis, and outbound email flows. Replaces WACD Email Scripting, WebCenter workflows.

qchat Qualify chat tasks for routing.

No longer used. Functionality moved to wacd project.

qwcemail Qualify email tasks for routing.

No longer used. Functionality moved to wacd project.

web_routing web_routing Lookup workgroups for selected queues.

No major functional change, however 5.6 SP1 flows may be incompatible.

webcenter webcenter Authenticate chat and email customers.

No longer used by email for pre-qualification (authentication). For Web Management, the authentication workflow response is now sent using VESP rather than via the WebChannel.

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Migrate Web Agent Clients

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" 5.6 SP1 DataWake data is migrated to 6.0.2 and can be viewed using the 6.0.2 Web Management administration pages.

" 6.0.2 can report on migrated chat and email task data without modification. " 5.6 SP1 reports are not supported in 6.0.2. You will need to reapply any customizations to the

6.0.2 reports.

Migrate Web Agent Clients5.6 SP1 Web Agent configuration data contained in the Agent CDL layout file is not used in 6.0.2. Before Agents will be able to connect to the 6.0.2 system the location and port of the 6.0.2 Paging server will have to be entered in the Agent:Desktop:WAC section of IC Manager properties.

To edit these properties:1 Log in to IC Manager.

2 Open the Group Manager by selecting Tools > Groups.

3 Select the Properties Tab.

4 Select IC in the navigation bar, then select Agent/Desktop/WAC.

5 Double click Server.

6 Enter the fully-qualified domain name of the Paging Server in the Server field.

7 Click OK.

8 Click OK in Group Manager.

Email DraftsEmail drafts are not migrated from 5.6 SP1 to 6.0.2. All Email tasks should be completed before the migration has started.

Migrating Agent Resources and PreferencesLocal and Global Web Agent Chat and Email resources can be migrated from 5.6 SP1 to 6.0.2 using the 6.0.2 Web Agent application. However, you must save the agent�s resource files (*.WAC, *.RSC) before you uninstall the 5.6 SP1 Web Agent client and install the new Web Agent. For example, on the agent desktop, copy C:\Quintus\QeS56\ChatClient\agent1\agent1.wac to C:\Temp, then copy C:\Quintus\QeS56\ChatClient\agent1\agent1.rsc to C:\Temp.

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Although the 5.6 SP1 Web Agent client stores agent preference information in the agent�s WAC file, these preferences will not be migrated when you open the 5.6 SP1 file in 6.0.2. Therefore, if you want to save any of the agent preferences, you must make a note of them and then reapply them manually to the 6.0.2 Web Agent client.

Note: If you installed your 6.0.2 servers on a separate machine from your 5.6 SP1 servers, make sure that you have retired your 5.6 SP1 system and restored the machine name as described in �After Server Migration Has Been Completed,� on page 33 before you migrate your agent resources.

To import the saved agent resource files:1 Make sure you have saved the 5.6 SP1 resource files and made a note of any agent preferences

that you want to save.

2 Uninstall the 5.6 SP1 Web Agent client.

3 Install the new 6.0.2 Web Agent client.

4 Start Web Agent and log in.

Note: If you want to migrate an agent�s global resources, the login you use must be assigned either the Supervisor or Administrator role. For details, see IC Administration Volume 2: Agents, Customers, & Queues.

5 Maximize the Web Agent by clicking the Avaya Web Agent button in the Windows toolbar.

6 To import the agent�s local resource files:

a Select Resource > Import.

b Select the saved 5.6 SP1 WAC file. The Web Agent displays the 5.6 SP1 resources.

c Drag and drop the root folder of the 5.6 SP1 resources to the Agent Resources folder in the Resource Pane of the 6.0.2 Web Agent to copy all of the 5.6 SP1 resources to 6.0.2.

7 To import the agent�s Global resource files:

a Select Resource > Import.

b Select the saved 5.6 SP1 RSC file. The Web Agent displays the 5.6 SP1 global resources.

c Drag and drop the root folder of the 5.6 SP1 resources to the Web Agent�s Global Resources folder.

8 Optionally, reapply any agent preferences that you want to use in 6.0.2.

9 Close the Web Agent.

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Migrate Message Care

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Setting the Home Directory for AgentsIn 5.6 SP1, you specified the agent�s home directory using a property in the agent.properties file. This setting told Avaya IC where to find the agent�s global resource file.

In 6.0.2, you set the agent�s home directory using the Homedir property in the Agent/Desktop/WAC property subsection. (For details on setting this property, see IC Administration Volume 2: Agents, Customers, & Queues.)

Migrate Message CareThe Avaya IC 6.0.2 DBMigrate tool migrates the content analysis-based email data stored in your Message Care Messages and Outbound tables. It does not migrate customer history or customer data.

To migrate your Message Care email data, you need to set the connection information and then run run DBMigrate using the migrate_messagecare.bat file.

To set the connection information for DBMigrate:1 Open <IC_install_dir>\IC60\bin\Migration\messagecare_60.adl in Database Designer.

2 Set your Connection information as appropriate.

3 Set the TIMEOUT interval based on the size of your database. Avaya recommends using at least 1800.

4 Save and close the ADL file.

Caution: Do not reconfigure your database using this ADL or it will seriously damage your database.

To run DBMigrate:1 Make sure that you have customized the DBMigrate tool to account for any changes you made

to the 5.6 SP1 datamodel, as described in �Customizing the DBMigrate Tool,� on page 74. The XML file that DBMigrate will be using is <IC_install_dir>\IC60\bin\Migration\messagecare_60.xml.

2 Open a DOS prompt and navigate to <IC_install_dir>\IC60\bin\Migration.

3 Run the migrate_messagecare.bat file.

4 When the process is finished, check the dbmigrate.log file to make sure the process completed without errors.

!

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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Migrate Your Avaya Agent CDL FilesThere is no automated migration process for Avaya Agent CDL files. You should start with the out-of-the-box 6.0.2 CDL files and reapply any customizations you made in 5.6 SP1. For details, see the Avaya Agent Integrator�s Guide.

Migrate Your Avaya Agent EDU Viewer StylesheetsThere is no automated migration process for EDU Viewer XSL stylesheets. You should start with the out-of-the-box 6.0.2 XSL files and reapply any customizations you made in 5.6 SP1. For details, see the Avaya Agent Integrator�s Guide.

Migrate Your Existing WorkflowsYou cannot use your 5.6 SP1 workflows with an 6.0.2 system. Therefore, you must use Workflow Designer to build the 6.0.2 system workflows and load them into your migrated database. If you have customized any of the 5.6 SP1 workflows, you need to reapply your customizations to the 6.0.2 workflows. (For details about using Workflow Designer, see the Avaya Workflow Designer Guide.)

Note: There have been several changes to the way flows are handled in 6.0.2. Make sure you verify your customizations based on the information in the Avaya Workflow Designer Guide.

To migrate the out-of-the-box workflows:1 Open Workflow Designer.

2 Select File > Open Project.

3 Navigate to the directory <IC_install_dir>\IC60\design\IC\Flows\Avaya. For each of the subfolders in this directory:

a Double-click on the subfolder and then open the project file that it contains.

b If you customized the corresponding 5.6 SP1 workflows in any way, reapply your customizations to the 6.0.2 workflows in this project. (For details about the changes to Chat and Email workflows, see �Chat and Email Workflow Changes,� on page 65. For details about changes to Letter Generator workflows, see �Letter Generation Workflow Changes,� on page 71.)

c Build the 6.0.2 workflows and save them to the database by selecting Build > Build Flowset.

d Select File > Open Project, navigate up one level back to <IC_install_dir>\IC60\design\IC\Flows\Avaya, and select the next folder in the list. Repeat this process until you have built the flows for all of the 6.0.2 flowsets.

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4 If your site uses the Siebel integration, navigate to <IC_install_dir>\IC60\design\IC\Flows\Siebel and build all of the flows for the projects under that directory.

Customized Workflow Block ChangesExcept for the Start block, all of your custom blocks can be copied into your 6.0.2 workflows without modification. The Start block, however, has changed considerably in 6.0.2. Avaya recommends that you reapply any customizations to an out-of-the-box 6.0.2 Start block instead of trying to update your 5.6 SP1 Start block. If, however, you want to update your existing Start block, you need to:1 Set the ToolkitTimeout input parameter on advanced tab to 0.

2 Add two variable declarations by locating the Dim statements at the top of script and appending the following statements to that section:

Dim sSys_scripttimeout As String

Dim lToolkitTimeout As Long

3 Change the session creation information by replacing the statement GetSession().SetSessionId "", {_DBNetwork} with set iSession = GetUniqueSession({_DBNetwork}).

4 Add additional timeout logic by replacing the statement Toolkit.Timeout {_ToolkitTimeout} with the following statements:

sSys_scripttimeout = Script.InputArg.data.FindValue("sys_scripttimeout")

If Len(sSys_scripttimeout) > 0 Then

lToolkitTimeout = CLng(sSys_scripttimeout)* 1000

Else

lToolkitTimeout = CLng({_ToolkitTimeout})

End If

If lToolkitTimeout > 0 Then

Toolkit.Timeout lToolkitTimeout

End If

Letter Generation Workflow ChangesIf you have customized your Letter Generator workflows, then you can either reapply your customizations to the new 6.0.2 workflows, or you can modify your 5.6 SP1 workflows and rebuild them using Workflow Designer. To do so:1 Open Workflow Designer.

2 Select File > Open Project.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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3 Open the system flow project called docgen.prj in the <IC_install_dir>\IC60\design\IC\Flows\Avaya\DocGen directory.

4 Remove the line containing the following text:

iQXMLDoc.appendChild

This line is no longer required as the root node is now appended to document object when it is created.

5 To build the 6.0.2 workflows and save them to your database, select Build > Build Flowset.

The changed workflows are:

Note: For information about installing and configuring Letter Generation, see the 6.0.2 IC Installation and Configuration Guide.

Migrate Your Existing Prompter ActiveX ControlsBecause of changes to the Prompter client, you need to replace all 5.6 SP1 versions of the Prompter ActiveX control with the 6.0.2 control. To do so:1 Start Database Designer and open your CCQ ADL file

(<IC_install_dir>\IC60\design\ccq\ccq.adl).

2 Expand the Forms section under Components in the left-hand pane.

3 Expand the form that contains your Prompter control (default: qprompter).

4 Under that form, right-click on the group that contains the control (default: qprompter) and select New Objects from the pop-up menu.

5 Select Generic ActiveX Control in the New Object dialog box and click Next.

addltmplrecord.qfdaddmtonlink.qfdaddrecord.qfdclonebatch.qfdclonerecord.qfddeletebatch.qfddeletedestination.qfddeleteitmpk.qfddeleteltmplrecord.qfddeletemtonlink.qfddeleteparagraph.qfddeleterecord.qfddeletetmplpk.qfddocgen.prjenctmpl.qfdfindbatchrecord.qfdfindltmplrecord.qfdfindrecord.qfd

findreports.qfdgeneratedocs.qfdgetalldestinations.qfdgetalllocations.qfdgetallrecipients.qfdgetbatches.qfdgetdestinations.qfdgetfieldsintable.qfdgetitemdetails.qfdgetitempkinbatch.qfdgetitemsinbatch.qfdgetitemtext.qfdgetitemtextex.qfdgetprinterinfo.qfdgetrelationsetsandtbls.qfdgettemplatesinpk.qfdgettemplpacks.qfd

imagelist.qfdimages.qfdloadimages.qfdmoveitmpkstobatch.qfdopentemplate.qfdprocessbatch.qfdsendalldocuments.qfdsetbatchstate.qfdsetitemtext.qfdstartprocessbatch.qfdstoreimages.qfdsubstpara.qfdtemplatetree.qfdupdatebatch.qfdupdateltmplrecord.qfdupdaterecord.qfd

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6 Select QPrompter Control from the Insert Object dialog box and click OK.

7 In the New Object dialog box, make sure that the ActiveX ProgID is AvayaPrompterClient.PrompterClientCtrl.60. If it is, the control has been properly installed and you can enter the name QPrompterClient in the ActiveX control name field. When you are done, click Finish.

8 Delete the old object.

9 Optionally, link your IC Scripts to the Prompter events.

10 Select the tree-node for the newly-added dialog box object, and then select Edit > Form Layout. Database Designer opens the new dialog box in the Layout Editor.

11 If necessary, adjust the dimensions of the new dialog box so that both frames display properly.

12 Save the design and close the Layout Editor.

Repeat this procedure for each form and group that contains a Prompter control.

Migrate Your Existing IC Scripts5.6 SP1 IC Scripts are not migrated. If you made any changes to the 5.6 SP1 IC Scripts, you need to manually apply them to the 6.0.2 IC Scripts after the 6.0.2 system has been completely configured., and then push your customized IC Scripts to the database.

In this release, the format for writing IC Scripts has not changed. Therefore, you should be able to migrate your customizations by copying the customized code and pasting it into the new IC Script.

Generate the Windows ApplicationsOnce you have migrated the data, you can generate your Windows applications and perform your system tests. For details, see the IC Database Designer Application Reference or �Creating Business Applications� in the IC Installation and Configuration Guide.

Migrate WebQ6.0.2 WebQ is backwardly compatible with 5.6 SP1 WebQ. Simply regenerate your WebQ pages after you have migrated your other applications.

Note: Avaya does not recommend making any customizations to your generated WebQ HTML pages�all customizations should be done using the ADL. If, however, you have customized your HTML pages, you will need to reapply those customizations after you regenerate.

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

74 Migration Guide

Remove Old QRepository Data SourceIf you changed the name of your CI Repository data source, you need to delete the 5.6 SP1 QRepository data source from IC Manager. To do so:1 Open IC Manager.

2 Select Tools > IC Data Sources.

3 Under Repository > Physical DB Connections, click on the old 5.6 SP1 QRepository data source name.

4 Click the Delete IC Data Source icon in the toolbar.

5 Exit from IC Manager.

Migrate TelephonyFor information about migrating telephony, see Chapter 4, �Migrating Telephony from Avaya IC 5.6 SP1 to 6.0.2� starting on page 89.

Migrate QKnowledgeTo migrate QKnowledge:1 Configure the QKnowledge Server and start IndexQ. For more information, see IC

Administration Volume 3: FAQs, Document Collections, & Legacy Data.

2 Copy all external documents (maintaining their directory structure) from the old 5.6 SP1 machine to your new 6.0.2 machine and recreate your document collections.

3 Index the collections using IndexQ.

Customizing the DBMigrate ToolIf you have heavily customized your Avaya IC installation, you may need to customize the DBMigrate tool in order to accommodate those customizations, or check the results of the migration to what database fields were migrated. This section provides detailed information about how the tool works and explains how you can customize it.

The DBMigrate tool takes data from the 5.6 SP1 databases and places it in the appropriate fields in the new 6.0.2 datamodel. In performing this task, DBMigrate uses:" An XML file specific to the database migration (for example, qrepository56_60.xml)" ADL and ADC files specific to the migration (for example, qrepository56_60.adl and

qrepository56_60.adc)

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Customizing the DBMigrate Tool

Issue 1.0 January 2003 75

" A functioning database connection specified in the Transfer ADC.

Note: DBMigrate requires that the ADC specify an Avaya IC 6.0.2 dataserver.

The XML file contains instructions appropriate to the selected migration. DBMigrate uses a variety of XML elements to process each row in the database being migrated. If necessary, you can modify the XML file which specifies the processing. For details, see �Modifying the XML File,� on page 80. For a list of available XML elements, see �XML Elements for DBMigrate Tool,� on page 81.

DBMigrate:" Moves the data from the specified application database to the new CI Repository database" Inserts seed data, if you select the �seed� parameter" Creates a dbmigrate.log for information and errors depending on the logging level specified.

Note: Each invocation of DBMigrate allows for one and only one data transfer, as defined in the Transfer ADL. If you need to make multiple transfers, you need to run DBMigrate multiple times.

Data Schema Changes in 6.0.2The data schema surrounding the Routing Event table in CI Repository has changed as shown below:

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Chapter 3 Migrating From Avaya IC 5.6 SP1 to 6.0.2

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Changes to Site Information

There is a new site table that contains the site field from the 5.6 SP1 employee and queue tables. DBMigrate builds the site table based on the information in the employee and queue tables, and replaces the old site field with a site_key field that points to the site in the new site table.

Changes to Outcome, Reason, and Category Code Information

There is a new classificationcode table that replaces the 5.6 SP1 outcomecodes, reasoncodes, and categorycodes tables. DBMigrate builds the classificationcode table by taking the name and value fields from the outcomecodes, reasoncodes, and categorycodes tables and appending a codetype field to each record that denotes whether the entry is an outcome code, reason code, or category code.

Once DBMigrate has created the classificationcode table, it updates the taskperformedcode table based on the existing links in the taskperformed table by copying the pkeys from any records linked with an outcome, reason, or category code to the code_key field in the classificationcode table.

Finally, DBMigrate builds the localized table for international language support by setting the appropriate classificationcode_key in the localizedcode table.

Changes to Routing Events, Agent and Media Segments, and Contacts

DBMigrate moves all media-specific fields from the contact table to the mediainteraction table. It then creates an intersection table, called mediasegment, between routingevent and mediainteraction.

In order to track agents who are working in several media channels simultaneously, the generic talktime and holdcount fields in the routingevent table have been replaced by media-specific fields. (The new fields are stored in the routingevent table.) To accommodate this, DBMigrate moves information from talktime and holdcount to the appropriate media-specific fields as follows:

Finally, DBMigrate creates an intersection table, called agentsegment, between routingevent and employee. This intersection table eliminates the need for the agent_key field in the contact record.

Old Field New Field (based on type of media contact)

talktime emailwritetimechattalktimevoicetalktime

holdcount emailinactcountchatholdcountvoiceholdcount

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Customizing the DBMigrate Tool

Issue 1.0 January 2003 77

Working with the Migration ADL FileThe migration ADL file contains an application, which contains modules, tablesets, and tables." Application. The application node is the parent of two modules (source and target module).

The application itself is not used in the XML, but it is used as a parameter in the bat file that executes the migration tool.

" Modules. There are two modules in the ADL, a source and a destination. A source module contains the source tableset and the destination module contains the destination tableset.They appear in the XML as:

<SOURCEMODULE>q_migration_56</SOURCEMODULE><DESTINATIONMODULE>q_migration_60</DESTINATIONMODULE>

The data migration tool uses them to determine the source and destination locations within the ADL.

" TablesSets. There are two tablesets in the ADL, a source and a destination. A source tableset contains all the source tables and a destination tableset contains all the destination tables. (The same table might be in both tablesets if data is being moved from one field to another within the same table.)In the XML, all <OLDTABLENAME> parameters will be taken from the source tableset, and all <NEWTABLENAME> parameters will be taken from the destination tableset

" Tables. All tables required to perform the migration.

Running DBMigrate

You run DBMigrate using the migrate_qrepository.bat file or the migrate_messagecare.bat file. For details, see �Run DBMigrate,� on page 51 and �Migrate Message Care,� on page 69.

Rerunning DBMigrate

You may rerun DBMigrate once you have corrected any data issues identified in the dbmigrate.log. DBMigrate uses the Migrate database to identify where the database migration halted, and resumes the process from that point.

If you want to rerun DBMigrate from the beginning, you need to delete all of the data in the Migrate database first.

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Process FlowThe DBMigrate processing flow looks like this:

For a full description of each XML tag reference in the Processing diagram, see �XML Elements for DBMigrate Tool,� on page 81.

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Customizing the DBMigrate Tool

Issue 1.0 January 2003 79

Format of the XML FileThe XML files supplied for migration, such as ccq56_60.xml, are built from a series of XML tags. Each file has a nested structure; each section starts with a beginning tag and ends with a closing tag. Here is a sample XML file that adds the SME property to the Agent/Desktop/Email/AlertInfo property section and then migrates one field:<PROPERTIES>

<PROPSECTION Name="Agent/Desktop/Email/AlertInfo/SME" Description=""><PROPERTY Name="AlertDuration" Description="Time to wait for Alert to fire."

RequiredFlag="1" PredefineFlag="0" CumulativeFlag="0" Datatype="integer"SystemFlag="1" TenantFlag="1" AgentFlag="1" WorkgroupFlag="">

<PROPINSTANCE InstanceLevel="system" OverrideFlag="1" Value_str="86400"Value_lt="" />

</PROPERTY></PROPSECTION>

</PROPERTIES>

<TABLES><TABLE><OLDTABLE><OLDTABLENAME>employee</OLDTABLENAME><ORDERBY>pkey</ORDERBY>

</OLDTABLE><NEWTABLES><NEWTABLE><NEWTABLENAME>newemployee</NEWTABLENAME><UPDATE><ORCRITERIA><ANDCRITERIA>

<NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

</UPDATE><COLUMNS><COLUMN><NEWCOLUMNNAME>fullname</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>empfullname</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN></COLUMNS>

</NEWTABLE></NEWTABLES>

</TABLE></TABLES>

Note: All XML tags have the format <tagname ...attributes...> [optional intermediate tags] </tagname> to show the start and end points for each tag.

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Modifying the XML FileYou can customize any supplied migration XML file to your particular needs. A common customization for the ccq56_60.xml file would be to add <COLUMN> elements to migrate 5.6 SP1 custom fields you may have added to the CCQ employee table, so that your customized field is properly migrated to CI Repository in Avaya IC 6.0.2.

To modify the XML file for custom field migration:1 Open the ccq56_60.xml file in an XML or ASCII editor.

2 Locate the XML elements which define the column migration to <NEWTABLENAME> employee. You will find a series of <COLUMN> elements, one for each column being migrated to the new employee table.

<NEWTABLES><NEWTABLE>

<NEWTABLENAME>employee</NEWTABLENAME><COLUMNS>

<COLUMN><NEWCOLUMNNAME>pkey</NEWCOLUMNNAME>

<NEWCOLUMNVALUE><FROMOLDCOLUMN>pkey</FROMOLDCOLUMN>

</NEWCOLUMNVALUE></COLUMN><COLUMN>

<NEWCOLUMNNAME>communicatepref</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>communicatepref</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN><COLUMN>

<NEWCOLUMNNAME>electronsignature</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>electronsignature</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>...

3 Copy an existing <COLUMN> ... </COLUMN> element.

4 Paste this element within the <COLUMNS>...</COLUMNS> element.

5 Modify the pasted section as follows:

a <NEWCOLUMNNAME>: new column name you have defined in the employee table in he new 6.0.2 qrepository.adl

b <FROMOLDCOLUMN>: old column name from the employee_old table, from the 5.6 SP1 ccq.adl

6 Repeat Steps 4 and 5 for each field you have added to the employee table.

7 Save the file.

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DBMIGRATE

Issue 1.0 January 2003 81

XML Elements for DBMigrate Tool

DBMIGRATE

Description Root element of the XML document.

Syntax Contains three elements: SOURCEMODULE, DESTINATIONMODULE, TABLES

Example <DBMIGRATE><SOURCEMODULE>m_migration</SOURCEMODULE><DESTINATIONMODULE>m_migration</DESTINATIONMODULE> <TABLES>

...

PROPERTIES

Description Root element of properties section.

Syntax Contains PROPSECTION elements that contain one or more PROPERTY tags.

Example <PROPERTIES><PROPSECTION Name="Agent/Desktop/Email/AlertInfo/SME" Description="">

...</PROPERTIES>

PROPSECTION

Description Contained by PROPERTIES tag, and contains one or more PROPERTY tags. Corresponds to a single record in propsection table.

Example <PROPERTIES><PROPSECTION Name="Agent/Desktop/Email/AlertInfo/SME" Description=""><PROPERTY Name="AlertDuration" Description="Time to wait for Alert to fire."

RequiredFlag="1" PredefineFlag="0" CumulativeFlag="0" Datatype="integer"SystemFlag="1" TenantFlag="1" AgentFlag="1" WorkgroupFlag="">...

Element Description

SOURCEMODULE name of the source module as string

DESTINATIONMODULE name of the destination module as string

TABLES contains one or more TABLE elements

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PROPERTY

Description Contained by the PROPSECTION tag and contains PROPINSTANCE and PROPVALUE tags. Corresponds to a single record in property table.

Syntax Contains the optional elements PROPINSTANCE and PROPVALUE.

Example <PROPERTY Name="UADStringFormat" Description="Format to display Agent in theDirectory Tree." RequiredFlag="1" PredefineFlag="1" CumulativeFlag="0"Datatype="string" SystemFlag="1" TenantFlag="1" AgentFlag="1"WorkgroupFlag=""><PROPVALUE PredefineValue="Standard" Description="" />

</PROPERTY>

TABLES

Description Contained by DBMIGRATE. Contains one or more TABLE elements corresponding to each table mapping.

Example <TABLES><TABLE>

...

TABLE

Description Contained by TABLES. Defines a table mapping from old table to new table(s). Contains two elements, OLDTABLE and NEWTABLES. You may have only one OLDTABLE element as tables are moved one by one.

Example <TABLE><OLDTABLE>

...</OLDTABLE><NEWTABLES>

...

Element Description

PROPINSTANCE the inheritance level at which this property should be applied (for example, if you specify system for the PROPINSTANCE, then all objects in the Avaya IC environment will inherit that property.

PROPVALUE the value of the property

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OLDTABLE

Issue 1.0 January 2003 83

OLDTABLE

Description Contained by TABLE. Defines the old table for mapping. To sort incoming data, use ORDERBY to indicate a sort column.

Syntax Contains the elements QBE, OLDTABLENAME, and ORDERBY.

Example <OLDTABLE><QBE Field="acdsite" Value="!NULL" /> <QBE Field="exitreason" Value="foobar" /> <OLDTABLENAME>routingevent</OLDTABLENAME> <ORDERBY>uuid</ORDERBY>

</OLDTABLE>

NEWTABLES

Description Contained by TABLES. Contains one or more NEWTABLE elements, as data from one old table can go into one or more new tables.

Example <NEWTABLES><NEWTABLE>

...

NEWTABLE

Description Contained by NEWTABLES. Defines all data movement. One or more NEWTABLE elements may be defined; each element describes the new table receiving data from the specified old table. The old table was described via the OLDTABLE and OLDTABLENAME tags.

Syntax Contains the elements NEWTABLENAME, COLUMNS, and, optionally, UPDATE.

Element Description

QBE constraints to be used during the table search

OLDTABLENAME name of the old table

ORDERBY column used for sorting records internally

Element Description

NEWTABLENAME name of the new table

COLUMNS contains one or more COLUMN elements

UPDATE (optional) contains one or more ORCRITERIA elements; if present, indicates data in the new table is to be updated rather than inserted; ORCRITERIA provides criteria to identify record for updating

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Example <NEWTABLE><NEWTABLENAME>mig_workgroup</NEWTABLENAME><UPDATE>

<ORCRITERIA>...

</ORCRITERIA></UPDATE><COLUMNS>

<COLUMN>...</NEWTABLE>

UPDATE

Description Contained by NEWTABLE. Contains one or more ORCRITERIA elements, in turn providing ANDCRITERIA criteria to identify a record for updating in the new table.

Example <UPDATE><ORCRITERIA>

<ANDCRITERIA><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

</UPDATE>

ORCRITERIA

Description Contained by UPDATE. Contains one or more ANDCRITERIA elements, providing criteria to identify a record for updating in the new table. Multiple ORCRITERIA may be used to specify a record for updating. If no ORCRITERIA criteria are met, then the record from the old table is inserted.

Example <ORCRITERIA><ANDCRITERIA>

<NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

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ANDCRITERIA

Issue 1.0 January 2003 85

ANDCRITERIA

Description Contained by ORCRITERIA. Multiple ANDCRITERIA may be used to specify a record for updating. All ANDCRITERIA criteria must be met for the record to be updated.

Syntax Contains pairs of elements to be matched, NEWCOLUMNNAME to OLDCOLUMNNAME or NEWCOLUMNNAME to CONSTANT.

Example <ANDCRITERIA><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA>

COLUMNS

Description Contained by NEWTABLE. Contains one or more COLUMN elements, providing information about all columns in the new table.

Example <COLUMNS><COLUMN><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>name</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN> ...

COLUMN

Description Contained by COLUMNS. Each COLUMN element corresponds to a column in the new table. Contains elements NEWCOLUMNNAME, NEWCOLUMNVALUE, and optionally OVERWRITE.

Element Description

NEWCOLUMNNAME name of column in new table

OLDCOLUMNNAME name of column in old table

CONSTANT string constant for comparison to NEWCOLUMNNAME

Element Description

NEWCOLUMNNAME name of column in new table

NEWCOLUMNVALUE element defining value of the new column

OVERWRITE if element is present and �true� (case-insensitive), then value in column will be overwritten

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Example <COLUMN><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>name</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN><NEWCOLUMNNAME>app_key</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>pkey</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

NEWCOLUMNVALUE

Description Contained by COLUMN. Defines the value of the column in the new table. Contains elements FROMOLDCOLUMN, CONSTANT or COMPUTED. If the value for the new column comes from old column, then FROMOLDCOLUMN name should be defined. If a constant value, then CONSTANT element should be defined; if computed, then COMPUTED element is defined.

Example <COLUMN><NEWCOLUMNNAME>phonetype</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<CONSTANT>pager</CONSTANT></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN><NEWCOLUMNNAME>employee_key</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>pkey</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

Element Description

FROMOLDCOLUMN name of column in old table holding value. Contains the elements LINKCRITERIA and MATCH. (For more information, see �FROMOLDCOLUMN,� on page 87.)

CONSTANT string constant defining new column value

COMPUTED element defining computed value for new column

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FROMOLDCOLUMN

Issue 1.0 January 2003 87

FROMOLDCOLUMN

Description Contained by NEWCOLUMNVALUE. Defines the name of the column in the old table. Contains the element LINKCRITERIA, which contains the element MATCH.

Example <FROMOLDCOLUMN>holdcount <LINKCRITERIA TableName="contact" ForeignKey="contact_key">

<MATCH ColumnName="type" ColumnValue="email" /> </LINKCRITERIA>

</FROMOLDCOLUMN>

COMPUTED

Description Contained by NEWCOLUMNVALUE. Enables computation of the column value in the new table. May contain two different sets of elements: (FROMTABLE, FROMCOLUMN and ORCRITERIA) or (APPEND and SEPARATOR).

The first set indicates to DBMigrate that the value for the new column comes from a table other than the old table. ORCRITERIA allows conditional searching for a value in the old table. Only one ORCRITERIA (and, in turn, ANDCRITERIA, is allowed.

The second set of elements enables the appending of data from two separate columns inserting a specified separator.

Example <NEWCOLUMNVALUE><COMPUTED><APPEND Separator=" ">

<NEWCOLUMNNAME>firstname</NEWCOLUMNNAME><NEWCOLUMNNAME>lastname</NEWCOLUMNNAME>

</APPEND></COMPUTED>

</NEWCOLUMNVALUE>

Element Description

LINKCRITERIA used to extract a field value from parent table based on a foreign key. Contains the MATCH element.

MATCH used for specifying search constraints

Element Description

FROMTABLE name of source table holding value

FROMCOLUMN name of source column holding value

ORCRITERIA element defining OR criteria in searching for data in old table

APPEND element defining columns to be appended

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APPEND

Description Contained by COMPUTED. Contains either OLDCOLUMNNAME or NEWCOLUMNNAME elements. DBMigrate may use these elements as input for computing new column values. SEPARATOR defines string for separating column values in the new column.

Example <NEWCOLUMNVALUE><COMPUTED><APPEND Separator=" ">

<NEWCOLUMNNAME>firstname</NEWCOLUMNNAME><NEWCOLUMNNAME>lastname</NEWCOLUMNNAME>

</APPEND></COMPUTED>

</NEWCOLUMNVALUE>

Element Description

OLDCOLUMNNAME name of column from old table holding value

NEWCOLUMNNAME name of column from new table holding value

SEPARATOR string value serving as separator

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89

CHAPTER 4MIGRATING TELEPHONY FROM AVAYA IC 5.6 SP1 TO 6.0.2

This chapter describes the migration impact when upgrading the Avaya� Telephony Server (TS) from Avaya� Interaction Center 5.6 SP1 to Avaya� Interaction Center 6.0.2. It provides the basic procedures involved in the migration process and evaluates the data element differences between the 5.6 SP1 and 6.0.2 releases.

PrerequisitesAvaya Interaction Center 6.0 supports specific versions of the following telephony products, but not their emulations or variants. Users migrating from 5.6 SP1 to 6.0.2 may need to upgrade their environment to support the telephony products running on their system." Avaya Definity and MultiVantage products" Aspect CallCenter switches" Nortel Meridian switches" Nortel Symposium switches" Interactive Voice Response systems

Refer to the IC Installation Prerequisites Guide for detailed information on the specific versions of the products that are supported and their prerequisites.

Avaya Definity and MultiVantageUsers running Avaya Definity and MultiVantage products on 6.0.2 must upgrade to the following versions of CVLAN and the adjunct link:" CVLAN Server 8.2.1, mode 6 or 8, on MAPD" CVLAN Client 8.2.2" ADJLK Adjunct Link (not ASAI Adjunct link) configured on the switch

Nortel MeridianUsers running Nortel Meridian or Symposium 4.0 switches on 6.0.2 must upgrade their CT Connect software from version 4.0 to version 5.0.

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Call TrackingWhen a call left the 5.6 SP1 system, for example it was routed or transferred to a device that was not monitored by the TS, it was still tracked and reported on by 5.6 SP1.

In 6.0.2, a call that leaves the IC system is handled differently. The TS calculates the amount of time the contact was in 6.0.2 before it left, writes that time to the EDU, then terminates the EDU. There are two possible scenarios:" If the switch supports persistent application data in the switch and the call comes back into IC

from the non-monitored device within the configured �nouserinterval� period of time, the EDU is preserved and the TS proceeds as if the call never left 6.0.2.

" If the switch does not support persistent application data in the switch or if the call remained outside of 6.0.2 for longer than the configured �nouserinterval� period of time, the original EDU is retired by the TS and a new EDU is created.

Container FormatsVoice contact containers (call containers) have been improved in 6.0.2 with a new, standardized format. In 5.6 SP1, the TS wrote two sets of voice contact containers, one with a prefix of �ts� and one with a prefix of �voice�. In 6.0.2, the containers with a �ts� prefix are discontinued.

Contact centers that use 5.6 SP1 voice contact containers with a �ts� prefix must re-configure their TS to use 6.0.2 container formats with a �voice� prefix. Refer to the IC Installation Prerequisites Guide for details on the supported switches and versions.

To use 6.0.2 container formats:1 Start IC Manager if it is not already running.

2 Click on the Server tab.

3 Select the TS from the list of servers in the Server Manager to display the Server Editor dialog.

4 Click on the TS tab to display basic configuration parameters.

5 Right mouse click and select Show Advanced Properties to display advanced configuration parameters.

6 Check the check box for the Use 6.0 State Fields to enable the new container formats.

7 Click OK to save the new setting.

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Container Implementation

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Container ImplementationThe implementation of the voice contact containers (containers) on all supported switches was modified in 6.0.2 to provide more meaningful data for reporting. In 6.0.2, containers are only created for a queue if the call is abandoned while in the queue.

Note: Containers are not created for route points in Avaya IC 6.0. Detailed information on 6.0 container implementation is available on the through the web at http://www.avaya.com/support/qq. These containers were originally modified for Avaya IC 6.0.1, the layout of the containers is the same in 6.0.1 and 6.0.2.

To access this information from the website:1 Enter your login id and password at the Login screen.

2 Click Login.

3 Click on the Product Documentation link.

4 Click the Avaya Interaction Center 6.0.1 link.

5 Select IC 6.0.1 Voice Contact Containers from the list of available documentation.

If you do not have a WebQ username and password, and you are an approved Support contact, please sent an email to Avaya CRM Support ([email protected]) along with your preferred username and password.

Tip: Your username and password must be at least six characters long, your password must contain at least one number, and your username and password cannot be the same.

Event ReportingWhen a call is received by an agent and either transferred or conferenced to a second agent, the switch reports a transfer or conference event to some of the devices that handled the call. The TS.Conference.event and the TS.Transfer.event are reported to the agent who initiated the transfer or conference and to only those devices that changed their call id as a result of the transfer or conference. Call id changes vary based on how the individual switch handles the transfer or conference. For example, Avaya Definity switches handle transfers and conferences differently than Aspect CallCenter switches, therefore changes to the call id occur at different devices for each of these switches.

Note: On most switches events are only sent when the call id changes. Avaya Definity switches may send events to the devices that handled even if the call id does not change, in which case they get whatever is from the switch.

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Multi-Site Heterogeneous SwitchAvaya IC 6.0.2 provides Multi-Site Heterogeneous Switch (MSHS) functionality to enable transfers and routing of voice contacts between switches regardless of switch type or location. 6.0.2 supports MSHS functionality on selected versions of Avaya Definity, Nortel Meridian, and Aspect CallCenter switches. Refer to the IC Installation Prerequisites Guide for details on the supported versions of these switches.

Switch ConfigurationThe Reserved DN Pool configuration parameter for the switch is changed due to the introduction of MSHS. The Reserved DN Pool parameter enables you to reserve phone numbers for each of the switches between which you want to communicate. For detailed instructions on reserving phone numbers for MSHS, refer to the Telephony Connectors Programmer�s Guide.

Telephony Server Configuration6.0.2 provides new configuration parameters for the Telephony Server to support Multi-Site Heterogeneous Switch functionality. For detailed instructions on configuring the Telephony Server for MSHS, refer to the Telephony Connectors Programmer�s Guide.

IC Database TablesThe IC Database requires the following new tables to support MSHS. These tables need to be created in IC Manager and populated before MSHS operations can be performed.

Table Name Values

Dial Translation Multiple lines of four fields containing:1 Sequence of numbers that must match the beginning of the PSTN

number for the rule to apply. An asterisk may be used to indicate any number.

2 Boolean value indicating if the matching prefix should be removed or not.

3 Number(s) that must be pre-pended to the resulting number.

4 Number(s) that must be appended to the resulting number.

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Avaya Definity

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Avaya DefinityThe port of the interface to the Avaya Definity switch was changed from a �C� code-based, mono-threaded TS in 5.6 SP1 to a �C++� code-based, multi-threaded TS in 6.0.2. The migration impact of this change affects the following:" Device Assignment" TS.Assign Parameter" Voice Contact Containers" Events" Workflow Assignments

Device AssignmentIn 6.0.2, the assignment for Adjunct Route requires an explicit VDN, TS.Assign(�*r4771�), where �4771� is the VDN. In this scenario, a client application interested in route requests for �4771� will not see the request for �5991�, which allows for multiple Workflow servers.

Multiple ANI Multiple lines of one field containing sequences of digits blocks (for example, 0700-99, 081x, 9123).

Reserved DN Multiple lines of two fields containing:1 Dialable numbers digits block (DID Range).

2 Routing point�s digits block or digits block for the DNIS followed by an asterisk and a single route point.

Transfer Resolution Multiple lines of four fields containing:1 Alias or UUID of the destination TS.

2 Boolean value indicating if the connection to this TS supports TakeBackAndTransfer.

3 Boolean value indicating if the connection to the destination TS can be done using ISDN UUI.

4 Sequence of numbers to be pre-pended to the device number found in the ADU in order to reach the destination TS.

Table Name Values

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TS.Assign ParameterThe input parameter *rVDN was added to the TS.Assign method for the Definity TS. This parameter enables the routing point to get the call and make it available for a routing decision. This returns all the Adjunct Route Requests that are associated with the MAPD to the TS after filtering them so the TS only sees those that came from such a VDN. Please note that the original *r parameter is not supported in 6.0.2. Workflows that use *r will need to list the VDNs to which they are listening

Voice Contact ContainersThe Agent Data Unit (ADU) is a record created each time the agent logs into the Avaya Agent, which contains information about the agent�s activities during their session. The Electronic Data Unit (EDU) is a record of the customer�s activities over the course of their contact with Avaya IC.

In 6.0.2, the following values are added to the voice contact container values that are always written to the ADU and the EDU by the Avaya Definity TS. " primary_ani" primary_dnis

In 6.0.2, the following values are no longer written to the Agent Data Unit and the Electronic Data Unit by the Avaya Definity TS:" L_ucid (renamed to ucid in 6.0.2)" lai_dnis

EventsThe 6.0.2 Definity TS supports the following events. Some of these events are new in 6.0.2 and some provide different data on common events between the 5.6 SP1 Definity TS and the 6.0.2 Definity TS.

Call Events" TS.Abandoned" TS.Busy" TS.Conference" TS.Connect" TS.Disconnect" TS.Diverted" TS.Drop" TS.Hold" TS.HoldReconnect" TS.IncomingCall

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Avaya Definity

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" TS.Ring" TS.Transfer

Agent Events" TS.AuxWork" TS.Login" TS.Logout" TS.Ready" TS.Rona" TS.WrapUp

In 6.0.2, the following elements are added to the TS.IncomingCall.Event event for the Avaya Definity TS:" primary_ani" primary_dnis

The element �monitor� has been added to all of the events for the Avaya Definity TS.

Workflow AssignmentThe workflow routing point assignment criteria needs to be adjusted to include the VDN in the TS.Assign method because the Telephony Server requires the VDN as part of the assignment criteria in 6.0.2.This feature applies to all the switches that are supported in 6.0.2. For details on the supported switches and versions, refer to the IC Installation Prerequisites Guide.

For Example:status = Vesp_Assign_Request( "TS.Assign", &ev, callback, user_data, event_callback, session, "*r1221" );

where 1221 is the VDN.

The parameter *r is no longer supported. Workflows that use *r must list the VDNs to which they are listening. The flows themselves need adjustment only if the flows are written to scan events for VDN information and route based on this data.

This feature allows you to assign multiple workflows to the same Telephony Server in 6.0.2, which was not supported in 5.6 SP1.

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96 Migration Guide

Aspect CallCenter6.0.2 supports the Avaya CallCenter 8 switch. To take advantage of the 6.0.2 feature set on the Aspect TS, you must migrate from Aspect CallCenter 7 to Aspect CallCenter 8.

Device AssignmentsThe 5.6 SP1 implementation of the TS in an Aspect environment requires a workflow to take incoming call events and to adjunct route calls. The TS also performs some EDUID operations (GetOneValue, and SetOneValue) that are controlled by the CCTs, via subtype field on CIM (001) messages. As a result, the TS has a set of �well known� subtypes.

In 6.0.2, this TS only monitors and reports events on devices with client applications assigned to them. This applies to all switch interfaces to standardize the behavior of the TS across switches. The TS does not know which kind of client to which it is assigned to receive events and post requests.

The TS.Assign method uses specific qualifiers in 6.0.2 to determine what kind of device is being monitored, as well as, what kind of behavior is to be expected from the device.

The following devices are supported on this interface:" station" teleset/agents" route points" data exchange with EDUIDs" data exchange between CCTs and client applications

EventsThe 6.0.2 Aspect TS supports the following events. Some of these events are new in 6.0.2 and some provide different data on common events between the two versions of the Telephony Server.

Call Events" TS.Abandoned" TS.Busy" TS.Conference" TS.Connect" TS.Disconnect" TS.Diverted" TS.Drop" TS.Hold" TS.HoldReconnect

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Aspect CallCenter

Issue 1.0 January 2003 97

" TS.IncomingCall" TS.Ring" TS.SendData" TS.Transfer

Agent Events" TS.AuxWork" TS.Login" TS.Logout" TS.Ready" TS.Rona" TS.WrapUp

Data Posting to/from EDUsData Posting is a convenient feature of the 5.6 SP1 Aspect TS, which allows data passing to and from the CCT via SendData and ReceiveData steps.

If a subtype starting with elements �gv�, or �sv�, is detected on a CIM, the TS treats the subtype as an EDU transaction." �gv� indicates GetOneValue" �sv� indicates SetOneValue

The data element follows the �gv/sv� on the EDUID.

The �gv� operation means that the CCT will be �waiting�, on a ReceiveData step, for the associated value gathered from the EDUID. This value is returned to the CCT on �data_d�. The EDUID is passed along on field �data_e�.

The �sv� operation sets a value on a EDUID.

This architecture replicates the functionality on the 5.6 SP1 Aspect TS.

WorkflowUnlike the 5.6 SP1 Legacy Aspect TS, the 6.0.2 Aspect TS requires explicit assignment for route points, and subtypes associated with EDU field values. These requirements impact workflow migration because assignments need to be adjusted and flows need to be revisited to handle events and requests in a different fashion.

These modifications cause the 6.0.2 Aspect TS to use a limited number of sessions, which do not increase. It also provides for load balancing across multiple Workflow Servers.

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Because the Aspect CallCenter switch does not support an adjunct route step on a CCT, route points are implemented via a combination of Call Information Messages (CIM, or 001 message), subtype, and Receive Data.

The workflow assigns for a given subtype, via TS.Assign(�*rVALUE�), where VALUE is a subtype from a given CIM step on any CCT. This assignment causes the TS to monitor for a CIM with a subtype equal to the VALUE in the assign operation. When that subtype is detected, the TS issues a Route Request to the upper layers. This route request makes its way to Workflow Server as an TS.IncomingCall event. Since the next step in the CCT is a Receive Data, the Workflow Server can issue a TS.Route request.

Data Exchange with Client ApplicationsAlthough the �gv/sv� transactions provide the Aspect TS with a good way to sync up to a CCT, this approach does not provide a completely generic solution. Furthermore, since the objective is to disrupt the production environment during migration as little as possible, backward support for one event: TS.SendData, and one method: TS.ReceiveData, is necessary.

The TS.SendData event is generated when a SendData step is posted from a CCT to a subtype that does not start with �gv or sv�, and was properly assigned by a client application.

The TS.AssignRequest qualifier for this feature is �*s� such as, TS.Assign(�*sLANGUAGE�).

On this scenario, a CIM to subtype �LANGUAGE� triggers a TS.SendData event to the client application. The client application sends a TS.ReceiveData request to the TS, which generates a CIMR (message 601) back to the CCT to satisfy a CCT ReceiveData step.

The TS.ReceiveData.Request takes a SeqCouples which is translated to variables �data_a� through �data_e�, �cct�, and �resp�, on a CIMR message (601). By default, �resp� is NAK. If �resp� is ACK, the �cct� field is set on the CIMR message, which causes CCT execution to branch to the top of the �cct�. This is a mechanism through which route points (adjunct routing) can be implemented. However, the standard method to respond to a route request (route points) is through the TS.Route method.

The assign criteria for a Route Point is �*r� such as, TS.Assign(�*rRP001�), which causes a TS.IncomingCall event to the client application monitoring CIM messages with subtype �RP001�. The TS.Route request also generates a CIMR record.

External RequirementsThe 5.6 SP1 Aspect TS could operate solely on Application Bridge messages. The Event Bridge is a requirement for the 6.0.2 Aspect TS.

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Aspect CallCenter

Issue 1.0 January 2003 99

CCTs

5.6 SP1 uses a set of standard CCTs throughout the system that are responsible for:" External Call" Make Call" Route" Transfer" Transfer Init" Predictive

For example, the IncomingCall CCT used to have a reserved subtype = �startcall� to indicate to the TS that a brand new call has arrived at the contact center. This same functionality can be achieved through route points, but without the restriction to one workflow, and the subtype can have any value. Startcall is no longer a reserved subtype.

In 6.0.2, the Transfer CCT has been replaced by the Blind Transfer CCT.

Reserved SubtypesThe Aspect event �subtype� coordinates incoming route requests and the general communication of data between the Aspect CallCenter switch and the Telephony Server. When a Call Information Message (CIM) is received by the switch, it is examined to determine if it is defined as reserved, which means the subtype is not used in any CIM except one that is automatically generated by the Aspect CallCenter System as a result of a make predictive call request.Refer to Telephony Services for Aspect CallCenter for more detailed information about subtypes.

The following table contains the Aspect subtypes used in 6.0.2:

Subtype Description

ANS_ The call is answered by a human being.

ANSM_ The call is answered by an answering machine.

BUSY_ The call is busy for one of the two following reasons:" a busy tone is detected.

" an ISDN code 17 (user busy) is detected.

destbusy The call destination is busy.

ERR The call was disconnected because of a software error.

FBUSY_ Indicates problems with the telephone network. " a fast busy (reorder) is detected.

" a number unobtainable tone is detected.

" the call was cleared on the ISDN trunk with a code other than 16, 17, 19, 22, 31.

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gv* VDU.GetOneValue - EDUID is on data_e. The EDUID element name is encoded on the subtype. The response is posted on data_a.

INVCCT The call was disconnected because a CCT step that is not allowed for predictive virtual agent was encountered.

NANS_ The call is not answered for one of the following reasons:" no tone or voice for a period of 10 seconds.

" country code too long.

" the ring no answer time-out was exceeded (simple no answer).

" an ISDN code 19, no answer received.

newtrans The CCT has just executed a NEWTRANS step. It uses information stored via preptrans to send ChangeRefld events to the upper layer informing the TS of the new call id.

NOAD The call was disconnected because the TS could not access the port for the answering machine.

NORMAL Two reasons a call is launched, but quickly dies. The Aspect CallCenter does not distinguish between these two for the client." The TS sent a call release message before the call could be

classified. The IC system started to launch the call, but then changed and intentionally terminated the call.

" An incorrect CCT disconnected the call before the �wait for answer� step or the CCT ended before the �wait for answer� step.

preptrans Indicates that a NEWTRANS step is about to occur. It saves the EDUID and the current active call id for processing when the NEWTRANS is completed.

REDIRECTED The call is sent to a different number than the one dialed.

RLS_ The call is launched, but quickly dies. This is the result of one of the following causes:" a trunk answer followed by an immediate release.

" an ISDN code 16, a normal clearing or disconnect before call classification could occur.

" as ISDN code 31, a normal, unspecified disconnect before call classification could occur.

sv* VDU.SetOneValue - EDUID is on data_e. The EDUID element name is encoded on the subtype. The value is posted on data_a.

TRUNK The call was disconnected after a trunk was selected due to an unexpected trunk disconnection or error at one of the following times:" before the �wait for answer� CCT step.

" during the �wait for answer� CCT step.

Subtype Description

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Nortel Meridian & Symposium

Issue 1.0 January 2003 101

Nortel Meridian & SymposiumThere are only a few changes to the Telephony Servers for the Nortel Meridian and the Nortel Symposium switches because the code base is essentially the same as it was for 5.6 SP1. The EDU container implementation outlined in �Container Implementation,� on page 91 applies to these Telephony Servers. There are also some event changes in 6.0.2 that apply to these servers.

Transfer Event ChangeIn 5.6 SP1, when a contact was transferred from one agent to a second agent, the agent transferring the contact received a TS.Disconnect.Event once the contact was successfully transferred to the second agent. The second agent, who received the transferred contact, got a TS.Transfer.Event.

In 6.0.2, the agent transferring the contact to a second agent receives a TS.Disconnect.Event and a TS.Transfer.Event once the contact is successfully transferred to the second agent. The second agent, who received the transferred contact, still gets a TS.Transfer.Event.

Party List for Transfers and ConferencesIn 6.0.2, when a contact is either transferred to or conferenced with multiple agents on the system, information about these agents or parties is added to the appropriate event. This party list is added to the TS.Transfer.event or the TS.Conference.event based on whether the call was transferred or conferenced.

The party list is underlined in the following example of a TS.Conference.event. The first entry provides the phone number the contact used to access 6.0.2. The second, third, and fourth entries are the extension numbers of the agents who were conferenced into the contact.

![TS.Conference.event({0,"TS.Conference",{0,11,{"vdu_id","3de60bd800000000ac148a0523370002"},{"call_ref_id","3724541952"},{"new_call_ref_id","3122528256"},{"orig","07764973872"},{"number_in_call","4"},{"dest","07764973872"},{"dest","8609"},{"dest","3372"},{"dest","3371"},{"queue","5609/4371"},{"monitor","3372"}}})]

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Chapter 4 Migrating Telephony from Avaya IC 5.6 SP1 to 6.0.2

102 Migration Guide

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103

CHAPTER 5MIGRATING FROM QES 5.5.X TO AVAYA IC 5.6

IntroductionThis chapter contains information to help you migrate from Quintus eContact Suite (QeS) 5.5.x to Avaya Interaction Center (IC) 5.6. You must have QeS 5.5, 5.5.1, or WebCenter 2.4 to migrate directly to IC 5.6.

IC 5.6 includes a variety of major changes to the product set due to the convergence of the CallCenterQ, CTI, WebCenter, and Message Center products, and the addition of Single Agent Administration functionality to simplify agent control in the contact center.

There have been several name changes in 5.6 that are relevant to migration:" WebCenter and Message Center have been combined into eContact Web" the CTIQ database has been renamed QRepository" QManager is now eContact Manager" Live Help in WebCenter is now called Chat & Collaboration" QConsole is now eContact Agent.

For a complete list of name changes, see the readme.htm file on the IC 5.6 product CD.

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Chapter 5 Migrating From QeS 5.5.x to Avaya IC 5.6

104 Migration Guide

In 5.5.x, QeS required a CTIQ database and optional databases for each of the supported applications (CallCenterQ, HRQ, CustomerQ, HelpQ, Message Center, and WebCenter). The 5.5.x database structure looks like this:

In 5.6, the required database is called QRepository, and CallCenterQ and eContact Web share a database. HelpQ is no longer supported, so the 5.6 database structure looks like this:

Migration GoalsDuring the 5.6 migration process, you will:" Modify the ADL files for your existing applications" Create a new QRepository database from the provided QRepository ADL" Rebuild your application databases

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Migration Prerequisites

Issue 1.0 January 2003 105

" Transfer data among your existing application databases into the new QRepository database.

To accomplish these changes, 5.6 migration provides:" A tool for modifying the underlying ADL and ADF files (defining the database schema and

forms) for the product" A database migration tool for the transfer of data from QeS 5.5.x databases to IC 5.6.

Note: The migration process needs to be completed before you can begin testing because you cannot run QeS 5.5.x agent clients against the IC 5.6 servers.

Migration PrerequisitesThe Avaya IC 5.6 installation supplies tools to migrate your QeS 5.5.x components to IC 5.6. Before you use these tools, however, you need to do several things manually.

Some of the tasks depend on whether you have eContact Business Applications, WebCenter, or Message Center installed. Do those tasks first, then do the tasks that apply to the entire Quintus eContact Suite. For details, see:" �Prerequisites for Migrating Business Applications,� on page 105" �Prerequisites for Migrating Message Center and WebCenter,� on page 106" �Prerequisites for All Configurations of QeS,� on page 106.

Prerequisites for Migrating Business ApplicationsYou can migrate your CallCenterQ (CCQ), HRQ, or CustomerQ business application to IC 5.6. You cannot, however, migrate a SalesQ or HelpQ application, as they are no longer supported in IC 5.6.

Before you use the migration tools, you need to:1 Backup the following components:

! Your entire design directory and all its subdirectories (default location: <install_dir>\QeS55\design)

! Underlying databases (as applicable):! Application (for CCQ, CustomerQ, and/or HRQ)! CTIQ (QRepository)

Tip: If you want to use the same names for your databases in 5.6 as you did in 5.5.x, you should backup your 5.5.x database, then restore the backup under a different name. This preserves a copy of your 5.5.x database even after you reuse the name for 5.6.

! Fulcrum data directories containing index files! Fulcrum collectionname.cfg files from <install_dir>\fulcrum\fultext directory.

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Chapter 5 Migrating From QeS 5.5.x to Avaya IC 5.6

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Prerequisites for Migrating Message Center and WebCenterFor Message Center, all you need to do is back up your IMC database.

For WebCenter, you need to:1 Back up the following components:

! Your underlying WebCenter and WRU databases.! The Livehelp directory on your WebCenter machine (\icws\wtc\data\html\livehelp),

including any additional directories for separate tenants

Note: Live help customizations must be migrated manually. Do not just copy the 5.5.x directory directly into the 5.6 directory � recreate your 5.5.x customizations in the new 5.6 eContact Web files.

! Your tenant folders in \wru23\tenants

Note: WebCenter 2.4 tenants use ASP pages while Quintus 5.6 tenants use JSP pages. Therefore you must migrate your customizations to the new JSP pages manually.

2 Remove all ISAPI filters and virtual directories from Internet Information Server on the WebCenter machine.

Caution: Because of registry issues, you cannot run the eContact Web 5.6 servers on the same machine as the WebCenter 5.5.x servers. You must either uninstall the WebCenter servers first or install eContact Web on a separate machine.

Prerequisite for Stand-Alone Message Center and WebCenter

If you have Message Center and/or WebCenter but do not have one of Avaya�s Business Applications (CCQ, HRQ, or CustomerQ), then you need to create the 5.6 CCQ database that all Avaya IC applications now share.

For details on creating this database, see �Create the CCQ Database� section in the QeS Installation Guide.

Prerequisites for All Configurations of QeSOnce you have completed the prerequisites for the Business Applications, Message Center, and/or WebCenter, you need to follow these steps:1 If you want to save your current agent and queue information so that you can reimport it into

the new 5.6 database, you need to export it from the 5.5.x QManager. You should:

a Choose a location for the exported files where you can access them later on during the migration process.

b Export the agent information to a file named agents.csv.

!

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Migration Prerequisites

Issue 1.0 January 2003 107

c Export the queue information to a file named queues.csv. (For details on exporting from QManager, see �Exporting Agents and Queues from QManager,� on page 107.)

2 Stop all eContact services using the 5.5.x eContact Manager�s Server tab. Once all the services have stopped, close eContact Manager.

3 Uninstall all of the QeS 5.5.x programs from the system. (In Windows, use the Add/Remove Programs option in the Control Panel.)

4 If you have WebCenter installed, delete the WebCenter and WRU ODBC DSNs. These DSNs are no longer used, but they are not automatically uninstalled with the rest of 5.5.x.

5 Install IC 5.6 on your system. For details, see the QeS Installation Guide.

6 Configure the dataserver using the 5.6 eContact Manager. To do so:

a Launch the eContact Manager.

b Double click the dataserver in the Server tab.

c Select the Configuration tab.

d On the top, right-hand side of the tab, click the New button.

e Enter the name MaximumSQLDbProcesses with a value of 60.

f Click OK to return to the Configuration tab.

g Click OK to save your changes.

7 In IC 5.6, agents no longer need to log into the database. For security reasons, you should delete any agent logins from your SQL or Oracle database.

8 Avaya strongly recommends that you create a migration subfolder under your 5.6 installation directory and copy your 5.6 design files into that subdirectory. Then if you need to start over, you will have a clean copy of the 5.6 files available on your system.

Exporting Agents and Queues from QManager

To export agent and queue information from QManager:1 From the 5.5.x QManager menu, select the Agents tab.

2 Select Table > Export and save the file under the name agents.csv. Make sure you note its location so that you can reimport it later.

3 Select the Queues tab.

4 Select Table > Export and save the file under the name queues.csv. Make sure you note its location so that you can reimport it later.

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Chapter 5 Migrating From QeS 5.5.x to Avaya IC 5.6

108 Migration Guide

Application MigrationAn existing 5.5.x installation may consist of any combination of these possible components:" 5.5�CTIQ, Business Applications (CCQ, HRQ, CustomerQ), WebCenter 2.4" 5.5.1�CTIQ, Business Applications, WebCenter 2.4, Message Center 3.1.

The tasks you need to perform depend on which QeS components you have installed, and whether you have customized your Business Applications. The following table shows the migration tasks in the order in which they must be completed along with the applications to which they apply. As you work through the migration tasks that apply to the applications you are migrating, make sure that you perform them in the specified order or you may encounter migration errors that will be very hard to troubleshoot.

An example showing how to use this chapter to migrate Message Center and WebCenter (without any Business Applications) appears in �Sample Migration Path for Standalone Message Center/WebCenter,� on page 109.

If you have... You need to...

Any customized Business Application �Migrate Customized Business Application Designs,� on page 109.

Any Business Application �Modify Your Business Application ADLs,� on page 112.

Any Business Application �Resolve Possible Constraint Conflicts,� on page 125.

Any Business Application �Reconfigure the Application Database,� on page 126.

Any QeS component �Create the Migration Database,� on page 127.

Any QeS component �Specify Transfer ADL Information,� on page 127.

Any Business Application �Resolve Possible Data Conflicts with the Business Applications,� on page 128.

Any QeS component �Set Up the 5.6 QRepository Database,� on page 129.

Any Business Application �Migrate Existing Business Application Databases,� on page 134.

WebCenter �Migrate WebCenter,� on page 136.

Message Center �Migrate Message Center,� on page 137.

WebCenter, Message Center, or Telephony

�Migrate Your Existing CTIQ Database,� on page 138.

Any QeS Component �Migrate Agent Groupmember Information,� on page 139

Any Business Application �Migrate Your Letter and Paragraph Templates,� on page 139.

Any QeS component �Migrate Your QScripts and Workflows,� on page 141.

WebQ �Migrate WebQ,� on page 142.

Any QeS component �Test Your Basic Migration,� on page 143.

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Application Migration

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Sample Migration Path for Standalone Message Center/WebCenterIf your company has Message Center and WebCenter but none of the Avaya Business Applications, you would migrate your system by performing the following steps:1 Complete the prerequisites described in �Prerequisites for Migrating Message Center and

WebCenter,� on page 106 and �Prerequisites for All Configurations of QeS,� on page 106.

2 Use the above table to find those migration steps that apply to Message Center, WebCenter, or any QeS component. Eliminating all the steps that apply to the Business Applications leaves you with:

Note: You must perform the above steps in the order listed or unexpected problems may occur.

Migrate Customized Business Application DesignsIf you have customized the out-of-the-box application design files, you need to make sure your changes get migrated along with the standard data. The design file update process uses the following files from the <install_dir>\QeS56\bin\migration folder:" FixDesignFile.exe�migration tool" ccq55.def, ccq.def, hrq.def, custq.def�files defining paths of design files for each application

(ccq55.def is used for 5.5 applications, while ccq.def is used for 5.5.1 applications)" mig.def� generic definition file for application paths.

This process:" Renames existing Employee, Workgroup and Groupmember tables to EmployeeOld,

WorkgroupOld, and GroupmemberOld within QDesigner" Merges new schemas for these three tables with your schemas

If you have... You need to...

Any QeS component �Create the Migration Database,� on page 127.

Any QeS component �Specify Transfer ADL Information,� on page 127.

Any QeS component �Set Up the 5.6 QRepository Database,� on page 129.

WebCenter �Migrate WebCenter,� on page 136.

Message Center �Migrate Message Center,� on page 137.

WebCenter, Message Center, or Telephony

�Migrate Your Existing CTIQ Database,� on page 138.

Any QeS Component �Migrate Agent Groupmember Information,� on page 139

Any QeS component �Migrate Your QScripts and Workflows,� on page 141.

Any QeS component �Test Your Basic Migration,� on page 143.

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Chapter 5 Migrating From QeS 5.5.x to Avaya IC 5.6

110 Migration Guide

" Changes datasource for three specified tables to qrepositoryDataSource.

To migrate your design files:1 Configure the DEF file specific to your application. You must define the:

! Paths of the 5.5.x files you want modified ([oldfile] section), including the ADC file path (required for datasource information)

! Paths of the 5.6 files to reference ([newfile] section)! Log file path ([log] section).

For example, if you have a CCQ application, customize the file as follows:[oldfile]file1=C:\quintus\qes55\design\callcenterq\ccq.adlfile2=C:\quintus\qes55\design\callcenterq\ccq.adffile3=C:\quintus\qes55\design\callcenterq\ccq.adc

[newfile]file1=C:\quintus\qes56\design\callcenterq\ccq.adlfile2=C:\quintus\qes56\design\callcenterq\ccq.adf

Database Table Name New Alias Name Table Name (QDesigner) ADL Change

CCQ employee employee_old EmployeeOld Data retained; alias renamed

CCQ workgroup workgroup_old WorkgroupOld Data retained; alias renamed

CCQ groupmember groupmember_old GroupmemberOld Data retained; alias renamed

QRepository employee employee Employee new table; linked to qrepository datasource

QRepository workgroup workgroup Workgroup new table; linked to qrepository datasource

QRepository groupmember groupmember Groupmember new table; linked to qrepository datasource

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Application Migration

Issue 1.0 January 2003 111

2 In Explorer, run the FixDesignFile.exe migration tool.

a Select the application you are migrating: CCQ, HRQ, or CustomerQ.

b Select Version from: 5.5 or 5.5.1.

c Select optional operations:

! Add new forms�Checks the names of all forms in the 5.6 ADF against the contents of the 5.5.x ADF, and, if a form exists in 5.6 but not in 5.5.x, copies that form to the 5.5.x ADF. If a form already exists in 5.5.x, any 5.6 functionality needs to be added manually using QDesigner.

! Replace QScripts references in ADL and ADF files�Updates QScript references in ADL and ADF to the new 5.6 QSCs (QScript files). In 5.5.x, multiple QScripts were stored in the same file. In 5.6, most QScripts are stored in separate files. Enable this checkbox if you intend to use the newly supplied QSC files and manually update them with your preexisting customizations.

Tip: If you change the QScript names, you need to reapply any cutomizations to the IC 5.6 QScripts, as the ADL and ADF files will now point to the new QScript names instead of the old ones. If you do not change your QScript names now but decide to change them later, you will need to start the migration process over again from the beginning, because you cannot re-run the migration tool using a previously-migrated ADL file.

Quit: Close application

Add the new 5.6 forms to your ADF

ApplicationSelector

Status pane showing the tool�s progress

Progress BarsUpper: OverallLower: Current Task

Version

Change the names of all the QScripts in your ADL to the new 5.6 QScript names

Go: Start ADL, ADF conversion

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3 Click GO.

Note: After running FixDesignFile, do not save the ADL until you have completed the manual steps in �Modify Your Business Application ADLs,� on page 112.

FixDesignFile reports its progress in the indicated space in the interface. It records the changes it makes in the mig.log file, and writes any errors to err.log. If errors occur, check the contents of the err.log file, correct issue, and rerun FixDesignFile.

If the ADL has any undefined datasources, FixDesignFile displays the Missing DataSource dialog.

To fix the errors:1 Select the CCQDataSource for system tables without a designated datasource. You may click

the checkbox to indicate the same datasource for all system tables.

2 Alternatively, select a table individually by clicking on it.

3 Click Save to complete.

4 When �File Modification Done� message is displayed, click Quit to exit.

Rerunning FixDesignFile

If you need to rerun FixDesignFile, you must start with an unmodified 5.5.x ADL. Do not rerun FixDesignFile using an ADL that has already been processed by this tool.

Modify Your Business Application ADLsYou need to perform some manual changes to the ADL files, depending on which application you are migrating. For information about migrating:" All QeS applications, �Migrating All QeS Applications,� on page 113" CallCenterQ, see �Migrating a CallCenterQ Application,� on page 113" HRQ, see �Migrating an HRQ Application,� on page 120

Selection of available datasources--from ADC file

LIst of system tables lacking a datasource. Select a table by clicking on it.

Checkbox to indicate same datasource for all tables

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" CustomerQ, see �Migrating a CustomerQ Application,� on page 122.

Migrating All QeS Applications

The following tasks need to be done for all QeS applications (CCQ, HRQ, and CustomerQ):" ADD q_property and q_lettergeneration to all of the applications within your ADL. (For

example, the CCQ ADL includes the ccq_request, ccq_contact, ccq_cr_request, and ccq_cr_contact applications.)

" Copy whatever relations and relationsets you want to keep from tr_employees into tr_employee.

" Remove tr_employees and replace all related links to tr_employees with links to tr_employee.

" Verify that ALL your tables are pointing to a valid data source.

Migrating a CallCenterQ Application

When you migrate a CCQ application, you need to change some tablesets, modules, and relations. If you want to add the new defect management and/or solution search functionality, you need to make additional changes. The following sections detail the CCQ: " Tableset Changes" Required Module Changes" Required Relation Changes" Required Condition Changes" Optional Defect Management Changes" Optional Solution Search Changes

Tableset Changes

You need to manually add information to the some of the CCQ tablesets during the migration process. Most of the additions are required, but some are only needed if you plan to use the new Defect Management functionality.

In ... tableset Add alias... Of table... Optional/Required

admin DefectplatformProductversion

DefectplatformProductversion

Optional unless using Defect Management

customer Attribute Attribute Required

employee ChannelEmployeeAddressEmployeeEmailEmployeePhoneEmporganizationGroupmemberWorkgroupWorkgroupqueueQueue

ChannelEmployeeAddressEmployeeEmailEmployeePhoneEmporganizationGroupmemberWorkgroupWorkgroupqueueQueue

Required

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Required Module Changes

You need to make these changes to the following modules.

escalations DefectActionDefectescalation

DefectActionDefectescalation

Optional unless using Defect Management

q_escalation Defect Defect Optional unless using Defect Management

q_repository CatagorycodesChannelEmployeeEmployeeaddressEmployeeemailEmployeephoneOutcomecodesQueueReasoncodesTenantWorkgroupWorkgroupqueue

CatagorycodesChannelEmployeeEmployeeaddressEmployeeemailEmployeephoneOutcomecodesQueueReasoncodesTenantWorkgroupWorkgroupqueue

Required

request Defect Defect Optional unless using Defect Management

territory Salesrepregion Salesrepregion Required

Module Name Changes Needed

c_category_notemplate ADD Browser restrictingproductBrowser

c_locatoradmin ADD Module tr_customer

c_orderentry ADD Browsers: contactBrowserrequestcontactBrowser

f_administration ADD Module c_wc_auth

ir_contactreturns ADD Modules:ir_requestcustomertr_returns

ir_tenantemployee ADD Module tr_tenant

q_alert ADD Tableset employee

q_authentication ADD Module r_customer

q_escalation ADD Module tr_employee

q_lettergeneration ADD Module q_tr_lettergeneration

q_qem ADD Module ir_tenantemployee

In ... tableset Add alias... Of table... Optional/Required

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Required Relation Changes

Two relationships in the module tr_customer were renamed in 5.6, but the relations underlying them were not changed. Therefore, you simply need to rename your old relations to the new name. Under the Relations for module tr_customer, change:

q_repository ADD Module q_r_repository

ADD Browsers:repos_contactBrowserqsc_BlendingBrowserqsc_routingBrowser

qsc_escalations ADD Module tr_employee

r_orderentry ADD Module ir_contactorder.

IN r_orders relationset, ADD Relations:AgentcontactAgentrequestCallerconctactContactorderentryContactrequestOwnercontactOwnerrequestWorkgroupcontactWorkgrouprequest

tr_customer ADD Browser qsc_customerprofileBrowser

tr_product In r_products relationset, ADD Relations:ProductproductdocownerProductproductqaownerProductproductmgmtowner productproductworkgroup productproductowner

c_returns

(Note: this module must be the last one you change.)

ADD Module r_returns

ADD Browsers:contactBrowserrequestcontactBrowser

Old Relation Name New Relation Name

attributeorgprofile orgattributeorgprofile

attributecustomerprofile customerattributecustomerprofile

Module Name Changes Needed

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Required Condition Changes

Because of changes to the table aliases, you need to verify that all of your conditions still point to valid fields, especially for the employee, workgroup, and groupmember aliases. In the out-of-the-box application, there are two changes you need to be aware of. The supportrole field now maps to the role_agent field, while the ownerrole field now maps to the role_support field. Therefore, if you have the following condition in the 5.5.x Request Tableset with an alias of agentRequest:

requestagent.supportrole=1

then given the 5.6 condition:requestagent.role_agent = 1 AND requestagent.deletedflag != 1

after migration, the agent won�t appear in drop down lists that use the agentRequest alias because the condition will never test as True.

The following aliases were changed in the out-of-the-box CallCenterQ:" Tableset Customer

! ContactAgent! ContactOwner! Contactworkgroup! Namedrep

" Employee! Manager

" Escalations! Contactescwrkgroup! Litordescwrkgroup! qsc_workgroup! rquestescworkgroup! taskescworkgroup

" Fulfillment! employee_qsc! fulfillmentagent! fulfillmentowner! fulfillmentwrkgrp! stockowner

" Lead! leadagent

" Locator! locatoragent

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" opporders! opporderagent! opporderowner! opporderworkgroup

" opportunity! acctmgr! salesrep

" Orders! orderagent! orderowner! orderworkgroup

" Promotion! crosssaleagent

" q_escalation! owner! workgroup

" quote! quoteagent! quoteowner! quoteworkgroup

" request! contactworkgroup! requestagent! requestemployee! requestowner! requestworkgroup

" returns! returnagent! returnowner! workgroup

" task! taskagent! taskowner! taskworkgroup

" territory! marketrep! regionmanager! salesrep

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Optional Defect Management Changes

If you want to use the new Defect Management functionality, you need to make the following changes:

Module Name Changes Needed

c_appprofile ADD Browsers:docworkgroupBrowsermgmtworkgroupBrowser

c_defect ADD Module ir_requestdefect

c_dupdefect ADD Module tr_defect

c_product ADD Browsers:productdocOwnerBrowserproductmgmtownerBrowserproductownerBrowserproductqaownerBrowserproductworkgroupBrowser

f_ccq_request_agent ADD Module c_defect

f_cr_request_agent ADD Module c_defect

f_defectmanagement ADD Modules:c_defectc_dupdefectc_productvertsion

f_request_admin ADD Module c_productversionadmin

ir_requestdefect ADD Module tr_defect

qsc_escalations ADD Browser DefectescalationBrowser

r_request ADD Module Ir_requestdefect

IN r_fulfillment, r_request, and r_fulfillmentqueues relationsets, ADD relations:Conf_platformdefectConf_versiondefectConfirmerdefectDefectrequestDefectproductversionDefectworkgroupProductdefectReporterdefectRes_platformdefectRes_versiondefectResolverdefectRpt_platformdefectRpt_versiondefect

c_request

(Note: this module must be the last one you change.)

ADD Module ir_requestdefect

ADD Browser defectBrowser

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Optional Solution Search Changes

If you want to use the new Solution Search functionality, you need to add a field to both the Contact and Request forms in your current 5.5.x ADL. To do so:1 Start QDesigner and open your current ADL file.

2 Start a second instance of QDesigner and open the out-of-the-box 5.6 ADL.

3 Go to the Contact form in both ADLs, and drag and drop the contactSolutionEnv field from the Contact group in 5.6 to the Contact group in your current ADL.

4 Make whatever layout changes are needed to accomodate the field.

5 Go to the Request form in both ADLs, and drag and drop the requestSolutionEnv field from the Request group in 5.6 to the Request group in your current ADL.

6 Make whatever layout changes are needed to accomodate the field.

7 Save your current ADL.

After you have added the fields to the forms, you need to make the following changes:

Module Name Changes Needed

tr_request

(Note: this module must be the first one you change.)

DELETE solutionlinkrequest

RENAME solutionrequest TO solutionlinkrequest

r_request

(Note: this module must be the second one you change.)

ADD Module ir_solution_request

IN r_fulfillment, r_request, r_fulfillmentqueues, r_requestqueues, and r_taskqueues relationsets, ADD Relation solution_request

c_contact ADD Browser solutionBrowser

c_request ADD Browser solutionBrowser

c_solution ADD Modules: ir_solution_contactir_solution_request

f_ccq_contact_agent ADD Module c_solution

f_ccq_request_agent ADD Module c_solution

f_cr_request_agent ADD Module c_solution

r_orderentry IN r_orders relationset, ADD Relation Solutioncontact

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Migrating an HRQ Application

To migrate an HRQ application, you need to manually add information to the q_repository tableset: " Categorycodes" Channel" Employee" Employeeaddress" Employeeemail" Employeephone" Outcomecodes" Queue" Reasoncodes" Tenant" Workgroup" Workgroupqueue

In addition, you need to make changes to the following modules:

Required Condition Changes

Because of changes to the table aliases, you need to verify that all of your conditions still point to valid fields, especially for the employee, workgroup, and groupmember aliases. In the out-of-the-box application, there are two changes you need to be aware of. The supportrole field now maps to the role_agent field, while the ownerrole field now maps to the role_support field. Therefore, if you have the following condition in the 5.5.x Request Tableset with an alias of agentRequest:

requestagent.supportrole=1

then given the 5.6 condition:requestagent.role_agent = 1 AND requestagent.deletedflag != 1

after migration, the agent won�t appear in drop down lists that use the agentRequest alias because the condition will never test as True.

Module Name Changes Needed

f_administration ADD Module c_wc_auth

q_escalation ADD Module tr_employee

q_repository ADD Module q_r_repository

ADD Browsers:repos_contactBrowserqsc_BlendingBrowserqsc_routingBrowser

qsc_escalations ADD Module tr_employee

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The following aliases need to be changed in the out-of-the-box HRQ:" fulfillment

! fulfillmentagent! fulfillmentowner

" issue! issueagent! issueowner! issueowner1! issueworkgroup! issueworkgroup1

" litlibrary! stockowner

" q_escalation! owner! workgroup

" task! taskagent! taskowner! taskowner1! taskworkgroup! taskworkgroup1

" webauth! agent

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Migrating a CustomerQ Application

To migrate a CustomerQ application, you need to manually add information to the following tablesets:

In ... tableset Add...

defect ADD:employeephoneemployeeemail

defectSatellite ADD:employeephoneemployeeemail

employee ADD:ChannelEmployeeaddressEmployeeemailEmployeephoneEmployeeskill0EmporganizationGroupmemberQueueSkillWorkgroupWorkgroupqueue

q_authetication ADD:CustomerWc_authWebqauth

q_repository ADD:CategorycodesChannelEmployeeEmployeeaddressEmployeeemailEmployeephoneOutcomecodesQueueReasoncodesTenantWorkgroupworkgroupqueue

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In addition, you need to make changes to the following modules:

Required Condition Changes

Because of changes to the table aliases, you need to verify that all of your conditions still point to valid fields, especially for the employee, workgroup, and groupmember aliases. In the out-of-the-box application, there are two changes you need to be aware of. The supportrole field now maps to the role_agent field, while the ownerrole field now maps to the role_support field. Therefore, if you have the following condition in the 5.5.x Request Tableset with an alias of agentRequest:

requestagent.supportrole=1

then given the 5.6 condition:requestagent.role_agent = 1 AND requestagent.deletedflag != 1

after migration, the agent won�t appear in drop down lists that use the agentRequest alias because the condition will never test as True.

Module Name Changes Needed

f_administration ADD Browsers:workgroupBrowseragentBrowsercustomerBrowserwebqauthBrowser

ADD Modules:c_wc_authwebauth

ADD Tableset webqauth

REMOVE Modules: c_employeewebqauthint

f_customer_mangement ADD Browser agentBrowser

q_escalation ADD Module tr_employee

q_repository ADD Module q_r_repository

ADD Browsers:repos_contactBrowserqsc_BlendingBrowserqsc_routingBrowser

r_webqauth ADD Tableset employee

ADD Relations:employeewebqauthagentwebqauth

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The following aliases need to be changed in the out-of-the-box CustomerQ:" agent

! agent" approver

! approver" callowner

! owner! workgroup

" changereqroles! approver! owner! requester! workgroup

" confirmer! confirmer

" defect! resolver

" defectsatellite! reporter

" defectsatelliteint! reporter

" defectroles! confirmer! reporter! resolver! workgroup

" fieldrep! fieldrep

" manager! manager

" owner! owner

" product! componentworkgroup

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" q_alert! employee! workgroup! region! fieldrep! workgroup! reporter! reporter

" resolver! resolver

" salesrep! salesrep

" webqauth! agent

" workgroup! workgroup

Resolve Possible Constraint ConflictsSeveral unique constraints have been added to the the application database for IC 5.6 that may duplicate older constraints set on other fields. You need to manually remove any duplicate values before you can configure the database.

The tables and the constraints are shown below:

To determine which values are duplicated:1 Open your application database in your database administration tool.

2 To view any duplicate rows, run the following SQL statements:

SELECT reportname FROM qw_reports GROUP BY reportname HAVING COUNT (reportname) > 1

SELECT packname FROM qw_templatepack GROUP BY packname HAVING COUNT (packname) > 1

SELECT name FROM qw_destination GROUP BY name HAVING COUNT (name) > 1

SELECT name FROM qw_batch GROUP BY name HAVING COUNT (name) > 1

3 Examine the results and remove any conflicts.

Table Name New Constraint Name Field Name

qw_reports reportname_UKey reportname

qw_templatepack packname_UKey packname

qw_destination name_UKey name

qw_batch name_UKey name

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Reconfigure the Application Database Reconfigure your application database with the changes you just made using the FixDesignFile tool:1 Make sure the data source qrepositoryDataSource points to your QRepository database (this

database will be created later, but you need to specify what it will be called here).

2 If you are changing from the 5.5.x QScript names to the 5.6 QScript names, change the ADL Include Path to <install_dir>\qes56\design\common and add all QScripts.

Note: If you want to change to the new QScript names and you did not specify Replace QScript References when you ran FixDesignFile, you need to change all the QScript references in you ADL by hand. For details on running FixDesignFile, see �Migrate Customized Business Application Designs,� on page 109.

3 Save your application ADL.

4 Select File > Database Administration and reconfigure your application database with the new 5.6 database structure. During the reconfigure, you may see a �Cannot drop procedure� error because QDesigner is trying to drop a new 5.6 procedure that doesn�t exist in the database yet. This error may be ignored.

5 If you are using an Oracle database (version 8.1.6 or newer), you need to:

a Open SQL Plus.

b Connect to your application database.

c Execute these statements:

select qw_blob_key.nextval from dual; select max(qwkey) from qw_text; if the max(qwkey) > qw_blob.nextval only then do { drop sequence qw_blob_key; MAX_KEY = select max(qwkey) from qw_text; create sequence qw_blob_key start with 'MAX_KEY + 1'; grant select on qw_blob_key to public;

commit;

Note: IC 5.6 supports only Oracle version 8.1.6 or newer.

6 Select File > Generate Application. Generate the appropriate application(s) making sure that you save all Forms and QScripts to the database.

Note: If you are not using the new Defect Management or Solution Search functionality, QDesigner may display an �Empty QScript message� error during the generation. In that case, copy the appropriate QScripts into your QScripts folder. The application will ignore them even if they are in the database.

7 Copy the modified 5.6 application ADC file to <install_dir>\qes55\apps\appdir.

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Create the Migration DatabaseThe Migration database provides temporary storage of transferred data, record keeping for the DBMigration tool, and a way for you to verify what data was migrated. To create this database:1 Open 5.6 QDesigner.

2 Open <install_dir>\qes56\bin\migration\migration.adl.

3 Under Connections, modify the data source migConnection to your chosen database information.

4 Save your application ADL.

5 Select File > Database Administration and configure the database.

Specify Transfer ADL Information The DBMigrate tool provides a Transfer ADL for each supported type of database migration. The types and ADL names are:" CCQ�ccq55_56.adl" CTIQ�qrepository55_56.adl" CustomerQ�custq55_56.adl" HRQ�hrq55_56.adl" Message Center�imc31_56.adl" WebCenter�webcenter24_56.adl

Update the appropriate Transfer ADL with Connection data for the migration(s) you will perform:1 Open 5.6 QDesigner.

2 Open <install_dir>\qes56\bin\migration\appxx_xx.adl, where appxx_xx.adl is one of the types listed above.

3 Under QConnections, set the connection information as shown below. (The connections that actually appear in your ADL depend on what you are migrating.)

If you are migrating... Connection Name(s) Definition

Any component migConnectionqrepositoryConnection

the new Migration database (default: MigrationDB)the new QRepository database

CCQ; HRQ; CustomerQ; WebCenter; Message Center

appConnection the existing 5.5.x application database

CTIQ ctiqConnection 5.5.x ctiq database

Message Center mstgConnection IMC database

WebCenter wcConnectionwruConnection

WebCenter databaseWRU database

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4 Confirm that Datasources have these settings. (The datasources that actually appear in your ADL depend on what you are migrating.)

5 Save the application ADL.

6 Repeat these steps for each migration type (for example, CCQ, CTIQ, and Message Center) that you want to migrate.

Note: Do not configure a database based upon this ADL. DBMigrate uses this ADL for reference only.

Drop Constraints for Employee and Workgroup TablesDrop all constraints in the application database (ccq, custq or hrq) for tables that link to the employee or workgroup tables. Remember to drop any constraints that you added during customization as well.

Resolve Possible Data Conflicts with the Business ApplicationsIf you are migrating one or more Business Applications, you need to manually resolve conflicts and import the seed data before you migrate your existing application data into the new 5.6 databases. To do so:1 Open the following files in an ASCII editor (default location:

<install_dir>/design/qrepository/seeddata):! employee_seed.csv! workgroup_seed.csv! groupmember_seed.csv

2 Examine the PKey column in each file to find the highest value. (There will only be two or three rows in each table.)

Datasource Name Definition Option

appDataSource existing 5.5.x application database for the application you are migrating

�Use external database�

ccqDataSource existing 5.5.x application database �Primary data source�

ctiqDataSource 5.5.x ctiq database �Use external database�

imcDataSource IMC database �Use external database�

migrationDataSource new Migration database �Use external database�

qrepositoryDataSource new QRepository database �Primary data source� for all applications except for WebCenter, where it should be �Use external database�

qrepositoryDataSource new QRepository database �Use external database�

wcDataSource WebCenter database �Use external database�

wruDataSource WRU database �Use external database�

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3 Using the appropriate database management tool, open your application database and examine the keyvalue field for employee, workgroup, and groupmember in the qw_keys table.

4 If any of the values in the keyvalue field are greater than the PKeys in the CSV files, then you need to change the corresponding PKey values so that they are all greater than the largest value in the qw_keys table.

5 If you change the PKeys in employee_seed.csv, you need to make the same modifications to the employeegroup column in groupmember.csv and to the employee_key column in channel.csv.

6 If you change the PKeys in workgroup_seed.csv, you need to make the same modifications to the workgroupgroup column in groupmember.csv and to the workgroup_key column in workgroupqueue.csv.

Set Up the 5.6 QRepository DatabaseTo set up the 5.6 QRepository database, you need to create it, seed it, reconfigure it, and remove a constraint that was created during the reconfiguration.

To create a new QRepository database: 1 Open 5.6 QDesigner.

2 Open <install_dir>\qes56\design\qrepository\qrepository.adl.

3 Under QConnections, add the data source qrepositoryDataSource with your chosen database information.

4 Change the ADL Include Path to <install_dir>\qes56\design\common, and add all QScripts.

5 Save the ADL.

6 Select File > Database Administration and configure the new database.

Note: If you are using a DB2 database and your database server is on the same machine as your IC 5.6 Data Server, then you may get errors when you try to configure the QRepository database. For a detailed description of the problem and its workaround, see Key number 57453 in the �Known Problems and Workarounds for Servers� section of the Avaya Interaction Management eContact 5.6 Readme (readme.htm), which is included on the IC 5.6 program CD.

7 Select File > Generate Application. Generate the qrepository application, making sure that you save all Forms and QScripts to the database.

Import the Seed Data for QRepository

Import seed data for QRepository, as described in the QeS Installation Guide.

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MIgrating Customized or No-Longer-Supported Columns

If you have previously added customized columns to your CCQ employee, workgroup, or groupmember tables, or if you are using columns from a previous release that are no longer used in IC 5.6, you must migrate these columns to the new tables in QRepository, or delete them from your database (and lose the data that they contain).

To copy your customized columns, create them in both the 5.6 qrepository.adl and ccq55_56.adl, as described in �Copying Customized Columns to the QRepository ADL,� on page 133.

The following tables list the employee, workgroup, and groupmember table fields that will be automatically migrated by DBMigrate.

Automatically Migrated Employee Table Fields

The following fields from the 5.5.1 employee table are mapped to the 5.6 employee, employeemail, and employeephone tables.

5.5.1 Employee Table Field Maps to 5.6 Employee Table Field

Pkey pkey

communicatepref communicatepref

electronsignature electronsignature

employeeid employeeid

firstname firstname

fulfillmentlimit fulfillmentlimit

fullname fullname

lastname lastname

location location

loginname loginname

manager_key manager_key

managerrole managerflag

notes notes

supportrole role_agent

ownerrole role_support

soundex soundex

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title title

Note: In the 5.5.x Business Applications, the title field was a free-form text field that could be used for the agent�s job title (Manager, Vice President, etc.) or social title (Mr., Mrs., etc). In 5.6, the title field is a drop-down list that is restricted to the agent�s social title.

If you used the 5.5.x title field for anything other than the agent�s social title, then the migration process will put the wrong data in the 5.6 title field. In this case, you need to create a custom field and have the DBMigrate tool move the 5.5.x title information into that field. For details, see �Customizing the DBMigrate Tool,� on page 145.

To set the agent�s social title after migration, use the eContact Manager. For details, see the eContact Manager User�s Guide.

webpage webpage

fullname preferredname

<new field> taskload

Note: Set to 1 by default.

<new field> taskceiling

Note: Set to 1 by default.

<new field> manager_name

Note: Taken from the 5.5.1 employee table based on the 5.5.1 manager_key field.

5.5.1 Employee Table Field Maps to 5.6 Employeemail Table Field

email address

<new field> emailtype

Note: Set to primary by default.

Pkey employee_key

5.5.1 Employee Table Field Maps to 5.6 Employee Table Field

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Automatically Migrated Workgroup Table Fields

The following fields from the Workgroup table will be migrated to QRepository:

5.5.1 Employee Table Field Maps to 5.6 Employeephone Table Field

phone phonenumber

<new field> phonetype

Note: Set to primary by default.

pkey employee_key

phone2 Phonenumber (separate record)

<new field> phonetype

Note: Set to secondary by default.

fax Phonenumber (separate record)

<new field> phonetype

Note: Set to fax by default.

pager Phonenumber (separate record)

<new field> phonetype

Note: Set to pager by default.

CCQ (QeS 5.5.1) QRepository (IC 5.6)

Description Description

Name Name

notificationaddr notificationaddr

Notifymethod Notifymethod

Pkey Pkey

<new field> Parentworkgroup_key (new)

<new field> Tenant_key (new)

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Automatically Migrated Groupmember Table Fields

The following fields from the Groupmember table will be migrated to QRepository:

Non-Mapped Fields

There is no mapping provided for:AvailabilityBuildingDepartmentMailstopRegion_key

In addition, if you want to use any of the following fields, you must move them from the employee table into QRepository:FaxPagerPhone2

Copying Customized Columns to the QRepository ADL

To copy customized columns to QRepository:1 Start three instances of QDesigner, opening one of the following files in each instance:

! qrepository.adl! ccq55_56.adl! ccq.adl

2 Select each customized employee field in ccq.adl, and drag it to:

! qrepository.adl

! ccq55_56.adl, adding it to both <tablename> and <tablename_old>. For example, if you have added a field to the employee table, you need to drag it to both the employee table and the employee_old table in the ccq55_56.adl.

3 Save both ccq55_56.adl and qrepository.adl.

4 Modify the DBMigrate XML file, as described in �Customizing the DBMigrate Tool,� on page 145.

CCQ (QeS 5.5.1) QRepository (IC 5.6)

Notifymethod Notifymethod

Tier Tier

Workgroupgroup Workgroupgroup

<new field> Pkey

<new field> Workgrouporder (new)

Employee_key Employee_key

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Accessing Customized Columns in eContact Manager

Copying customized columns to QRepository will migrate the data into the new 5.6 database, but if you want to access these fields from eContact Manager, you need to add them manually using that tool. For details, see the eContact Manager User�s Guide.

Reconfigure QRepository

To reconfigure QRepository:1 Open 5.6 QDesigner.

2 Open <install_dir>\qes56\design\qrepository\qrepository.adl.

3 Select File > Database Administration and reconfigure the database.

4 Save the ADL file.

Drop the Employee/Manager Constraint

If you don�t drop the constraint in the employee table between employees and managers, you will get configuration errors. The name of this constraint will vary from database to database, but it will be similar to FKnnn_employee_manager, where nnn is a database-specific numeric identifier.

To drop the constraint, use your site�s database administration tool.

Migrate Existing Business Application DatabasesRun the DBMigrate tool for each of your existing 5.5.x CCQ, CustomerQ and/or HRQ applications. By default, the files are installed in <install_dir>\qes56\bin\migration, and are called <appname>5x_56.xml.

If you are running eContact Web, you need to make a small change to the DBMigrate XML file for your application. Open the appropriate XML file in an XML or ASCII editor, and search for the line ORDEROF StartWith=�0�. You need to change this line to read ORDEROF StartWith=�1�.

To run the DBMigrate tool:1 Select Start > Programs > Command Prompt.

2 Change directory to <install_dir>\qes56\bin.

3 From the command line type: DBMigrate <adcfile> <appname> <connsetname> <userid> <password> <xmlfile> <seed|migskill> <logging level>

where the (case-sensitive) parameters are:

! adcfile : the full path of the ADC file specified in the Transfer ADL (for example, c:\quintus\qes56\bin\migration\ccq55_56.adc for CCQ).

! appname : the application name specified in the Transfer ADL (for example, mig_ccq for CCQ).

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! connsetname : the connection set name specified in the Transfer ADL (for example, Qconnections). This name is case sensitive.

! userid : an eContact Manager user id with administrative permissions.! password : the password for the eContact Manager user id.! xmlfile : full path of the xml file for appropriate migration (for example,

c:\quintus\qes56\bin\migration\ccq5x_56.xml for CCQ).! seed : optional parameter to load seed data for WebCenter or Message Center.! migskill : optional parameter to migrate directory server skills into QRepository.

Note: seed and migskill cannot be used in the same invocation of DBMigrate. If you need to use both options, you need to run DBMigrate twice.

! logging level : 1, 2 or 3 indicating the amount of logging to occur. For a large database, Avaya recommends a log level of 2.

4 Press Enter.

For details about how DBMigrate works, see �Customizing the DBMigrate Tool,� on page 145.

Remove Remapped Fields from the Application Database�s Employee TableIn 5.6, three fields in the application database�s employee table were remapped, and the data migrated from the old fields to the new fields. In order to keep the actual database in synch with the definition in the ADL file, you need to delete the old fields. They are:

To remove these three fields:1 Open the QRepository ADL in QDesigner.

2 Click on the managerrole field and select Edit > Delete.

3 If this field is used in any of the forms in the application, QDesigner displays a list of those forms and won�t perform the Delete operation. In that case:

a Go into each form and replace the reference to the old field with the new field.

b Go back to the old field and select Edit > Delete.

4 Repeat these steps for the ownerrole and supportrole fields.

Old Field Name New Field Name

managerrole managerflag

ownerrole role_support

supportrole role_agent

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Migrate WebCenterTo migrate WebCenter:" Seed the CCQ database with web data." Run the WebCenter SQL scripts to modify the WebCenter database." Run DBMigrate for WebCenter.

Seed the CCQ Database with Web Data

Seed the CCQ databases with web data, as described in the �Configure eContact Chat & Collaboration� section of the QeS Installation Guide.

Run WebCenter SQL Scripts

To run the WebCenter SQL scripts:1 Open the SQL Server Manager.

2 Select Tools > SQL Server Query Analyzer.

3 Select File > Connect

a Select the appropriate SQL Server name for WebCenter and WRU.

b Select SQL Server Authorization and enter the User name and password.

4 From the Query window:

a Select File > Open and select webcenter24_56_webcenter.sql.

b Select the webcenter Database from the drop-down menu.

c Execute the SQL script.

d Select File > Open and select webcenter24_56_wru.sql.

e Select the wru Database from the drop-down menu.

f Execute the SQL script.

Run DBMigrate for WebCenter

To migrate your existing data to the new QRepository, run DBMigrate for WebCenter, specifying the webcenter24_56.adc and the webcenter24_56.xml file, but without the �seed� or �migskill� parameters. For details on running DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

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Migrate Message CenterTo migrate Message Center:1 Run DBMigrate with the �seed� parameter to create seed data in the new QRepository database.

2 If you are using Message Center version 2.4, run the ImcUpgradeFrom2-mssql.sql SQL script to modify the Message Center database.

3 Run DBMigrate for Message Center to migrate your existing data.

See the following sections for details.

Run DBMigrate to Create Seed Data

To migrate your existing data to the new QRepository, run DBMigrate for Message Center, specifying the imc31_56.adc and the imc31_56.xml files with the �seed� parameter. For details on running DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

Run Message Center SQL Script

To run the Message Center script:1 Open SQL Server Manager.

2 Select Tools > SQL Server Query Analyze.

3 Select File > Connect

a Select the appropriate SQL Server name for IMC.

b Select SQL Server Authorization and enter the Username and password

4 From the Query window:

a Select File > Open and select the ImcUpgradeFrom2-mssql.sql SQL script.

b Select the imc Database from the drop-down menu.

c Execute the SQL script.

Run DBMigrate for Message Center

To migrate your existing data to the new QRepository, run DBMigrate for Message Center, specifying the imc31_56.acd and the imc31_56.xml files, but without the �seed� parameter. For details on running DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

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Migrate Your Existing CTIQ DatabaseIf you have an existing CTIQ database, you need to:1 Import your existing agent and queue information (from the agents.csv and queues.csv files

that you created in �Prerequisites for Migrating Business Applications,� on page 105) into your 5.6 QRepository database.

2 Open the file <install_dir>\Qes56\bin\migration\dsdata.cfg and change the login name and password to one that has administration authority for your database.

3 Start QDesigner and open the file <install_dir>\Qes56\bin\migration\dsdata.adl. Set the source database to be your migration database and the target as your old CTIQ database.

4 Open a Command Prompt window and run <install_dir>\Qes56\bin\migration\import_dsdata.bat.

5 Run DBMigrate with the following parameters:

DBMigrate <install_dir>\Qes56\bin\migration\dsdata.adc mig_dsdata Qconnection <login> <pwd> <install_dir>\Qes56\bin\migration\dsdata.xml

where login <login> <pwd> are the login name and password you specified in dsdata.cfg.

6 Open your 5.5.x and your 5.6 CTIQ database in an SQL query tool and:

a run the following SQL statement against your 5.5.x CTIQ database: Select keyvalue from qw_keys where tablename ='taskperformed' making a note of the number that it returns.

b Take the number from the above statement and use it as the keyvalue parameter in the statement below, running it against your 5.6 CTIQ database:Update qw_keys set keyvalue=NUM where tablename = 'taskperformed'

7 Run DBMigrate for QRepository, using qrepository55_56.adc, the application mig_qrepository, and qrepository5x_56.xml. For example:

DBmigrate qrepository55_56.adc mig_qrepository Qconnections Admin admin qrepository5x_56.xml

For details on using DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

8 If you want to migrate your historical CTIQ data, run DBMigrate using qrepository55_56.adc, the application mig_historicaldata, and historical_dsdata.xml. For example:

DBmigrate qrepository55_56.adc mig_historicaldata Qconnections Admin admin historical_data.xml

For details on using DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

Tip: Migrating your historical data could take a long time to complete.

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Migrate Agent Groupmember InformationIf your agents are assigned to groups in 5.5.x, you need to migrate that information to 5.6. To do so, run DBMigrate using groupmemberdata.adc and groupmemberdata.xml. For details on using DBMigrate, see �Migrate Existing Business Application Databases,� on page 134.

Migrate Your Letter and Paragraph TemplatesThe Letter Generator for IC 5.6 uses a different file format than previous versions. If you stored letter and paragraph templates in the QeS 5.5.x database, you need to use the lgmigration tool to migrate those templates to the new format.

The lgmigration tool will format all of the templates stored in the qw_reports table in your 5.5.x database. In order to run the tool, you need to know the database login name and password, and the path and filename of your application�s ADC file. You also need to make sure you�re using the new IC 5.6 QScripts instead of the old 5.5.x QScripts.

Updating Your Letter Generation QScripts

Several Letter Generation QScripts have changed in release 5.6. If you made any customizations to these files in 5.5.x, you need to reapply your customizations before you migrate your templates. The changed QScripts are: " AddItemToFulfillment.qsc" AfterItemAddedToBatch.qsc" AfterItemProcessed.qsc" GetAddressInfo.qsc" GetAppProfileValue.qsc" GetSubjectLine.qsc" sendletter.qsc" system.qsc" templateprocessing.qsc" ValidRecipientAlias.qsc

In addition, the following new Letter Generation QScripts have been added:" BatchConstraint.qsc" BeforeItemProcessed.qsc" NewTemplateProcess.qsc" TemplateConstraint.qsc

To migrate your Letter Generation QScripts:1 Move all of the new and changed Letter Generation QScripts into the same directory as the

application ADL that you are migrating.

2 Open the application ADL in QDesigner.

3 Regenerate your application, making sure that you push all QScripts to the database.

4 Close QDesigner.

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Running the Template Migration Tool

To run the template migration tool:1 Select Start > Programs > Command Prompt.

2 Change directory to <install_dir>\qes56\bin.

3 From the command line type: lgmigration.exe and press Enter.

The tool displays the following interface:

4 Enter the following information:User Name � the user name for the database administratorPassword � the password for the database administratorApp Path � the pathname of the business application�s ADC fileApp Name � the name of the business application�s ADC file.

5 Click Login to log into the database. If the login information is correct, the tool displays Login Complete in the Status window. Otherwise, it displays Login Failed. If it fails, you need to correct the database and ADC information and try logging in again. You cannot migrate your templates until you have successfully logged into the database.

6 Once you have logged into the database, click Migrate Templates. As the tool migrates each template, it displays a corresponding message in the Status window.

When the tool finishes processing, your template migration is complete.

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Migrate Your QScripts and WorkflowsSome changes need to be made to your QScripts and workflows to accomodate the changes in 5.6.

QScript Changes

There was one change to the arguments for the Crossell QScript. The variable nAgent should now be a string instead of an integer.

In 5.6, the employee table was normalized by the creation of three child tables that hold the employee�s phone, email, and address information. This normalization may require some QScript changes depending on what data you are accessing in the employee records.

The following diagram shows the new structure of the employee table:

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Workflow Changes

You need to manually migrate any workflows you created or customized in 5.5.x. The following issues need to be considered when you migrate your workflows:" It is strongly recommended that you update all calls to SetSessionId such that SetSessionId

is passed an empty string. For example, the following call will allow the Workflow Server to generate a unique session id for the life of the flow:

GetSession().SetSessionId "", DBNetwork

Failure to make this change can result in aborted flows." If multiple Webchannels are in use, Toolkit,Request call must be made to the specific

Webchannel that initiated the flow. For example, calls such as Toolkit.Request "WebChannel.Method" may result in the request being sent to any Webchannel in use. The request may fail. To send the Toolkit.Request to the Webchannel that initiated the flow, modify the code per:

Toolkit.Request "#" & Script.Caller & ".Method"" You should conditionally compile the debug codes by using a new option in QWorkflow

Designer: Project Settings > Generate Code Required for Debug Logging. However, you may only use this option if the debugging codes are wrapped around a block of code: #If PROJECT_DEBUG Then ... #End If. For example, the codes for setting the debugging level in the start block should be modified as below:#If PROJECT_DEBUG Then globalDebug$ = Script.GlobalGet ("DEBUG") If globalDebug = "on" Or globalDebug = "off" Then Script.variable.flowDebug = globalDebug ElseIf {_flowDebug} = "on" Or {_flowDebug} = "off" Then Script.variable.flowDebug = {_flowDebug} Else Script.variable.flowDebug = "custom" End If#End If

Without the above changes, the debug codes will be compiled. This may affect the performance time of the flow. If the debugging is set to �on�, the flow might crash the Workflow Server.

Migrate WebQ5.6 WebQ is backwardly compatible with 5.5.x WebQ. Simply regenerate your WebQ pages after you have migrated your other applications.

Note: Avaya does not recommend making any customizations to your generated WebQ HTML pages�all customizations should be done using the ADL. If, however, you have customized your HTML pages, you will need to reapply those customizations after you regenerate.

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Test Your Basic MigrationAt this point, you can test the migration by running the applications and observing whether your data was successfully migrated. To finish the business application migration, you still need to migrate your INI files and QKnowledge, but you can do that at any point after you have completed the steps in the previous sections.

Migrating Client, QKnowledge and CTI SettingsIf you are migrating any of the Business applications, you need to migrate your INI file settings into eContact Manager, and move your QKnowledge databases over into your 5.6 environment. In addition, if you are using CTI, you need to migrate your directory server settings.

Migrating QUI INI and Application INI Files IC 5.6 now stores application and agent properties in the database. To migrate the qui.ini and application.ini files, Quintus supplies a migration tool called Inimigration.bat. It migrates the properties assigned in the INI file into the qrepository database given the following information:" The given INI file path" Level designation�system, tenancy, workgroup, or agent" Primary key�the primary key of the tenancy, workgroup or agent to which you intend to

migrate" Configuration file�inimigration.cfg.

Levels in IC 5.6 form a hierarchy: system, tenancy, workgroup and agent. The migration tool reads the INI file and creates propinstance table records at the level specified at the command line.

Inimigration.bat looks for the section name in the propsection table, and the property in the property table. If both records exist then it creates the record in the propinstance table.

Note: Application level properties, for example all properties under the section of a focus name, will not be migrated as no corresponding propsection and property table records exist.

You may perform the INI migration at an �administrator� level (at the chosen system, tenancy or workgroup level), or from each agent desktop (at the agent level). Specify the tenancy, workgroup, or agent you wish to update by entering its primary key as a parameter for Inimigration.

Note: If you perform migration at the �system� level then the seed data records imported in �Import the Seed Data for QRepository,� on page 129 will be replaced with the values from the INI file.

Inimigration logs in an error file those properties that did not migrate, along with error information.

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To migrate a chosen INI file:1 Select Start > Programs > Command Prompt.

2 Change directory to <install_dir>\qes56\bin

3 Update the inimigration.cfg file as follows:

adlfile=full path of qrepository.adladcfile=full path of qrepository.adcuser=eContact Manager user namepassword=eContact Manager passwordconnsetname=Qconnectionsappname=qrepository

4 From the command line type: inimigration -f <INI file> -l <level> -k <key>

where the parameters are:

! -f : Full path of the INI file to be migrated! -l : Level of migration: system, tenancy, workgroup or agent! -k : Primary key for tenancy, workgroup or agent to be updated

5 Press Enter.

Migrating QKnowledgeTo migrate QKnowledge:1 Configure the QKnowledge Server and start IndexQ. For more information, see the Services

Administration Guide.

2 Copy all external document collections to the <install_dir>\qes56\fulcrum directory. For the collections to appear within IndexQ, the collectionname.cfg file must be copied to the fulcrum\fultext directory, or to the directory specified in the FULSEARCH variable in the QKnowledge_56 datasource.

3 Open collectionname.cfg in Notepad and change the path for all directories to point to the files in the fulcrum\fultext directory. Repeat for all the external document collections.

4 Reindex the collection using IndexQ. Collections created prior to 5.6 have indexing mode set to Periodic and will continue to have this mode. The indexing mode of new 5.6 collections will have indexing mode of Immediate. Any changes made to the collection are therefore immediately available. You must periodically index Immediate mode collections to merge the indexes.

5 Recreate all database collections. QeS now uses Fulcrum's ODBC text reader to index data rather than the 5.5.x database text reader. Calls linked to documents will continue to work after the collection has been recreated.

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6 Optionally, you may make the preexisting collections �Knowledge Network compatible� via IndexQ. This 5.6 option adds extra fields to the Fulcrum schema so that collections can be used by Fulcrum Knowledge Network. All collections created in 5.6 use this option. For more information, see the Services Administration Guide.

Migrating to New Directory Server APIManipulating agent records via any Directory Server interface will not work as it did prior to 5.6. You should use the new 5.6 Directory Server Database API and schema, as described in the eContact Telephony Core Services Programmer�s Guide.

Resetting Agent and Customer PasswordsExisting passwords cannot be automatically migrated into 5.6 because the DBMigrate tool has no way to access what the existing passwords are. During the migration process, it resets all agent and customer passwords to be the same value as their login name. To customize DBMigrate so that it uses a different default value, see �Customizing the DBMigrate Tool,� on page 145.

To change agent passwords after migration, use the eContact Manager. (Details can be found in the eContact Manager User�s Guide.)

You need to inform existing customers that their passwords have been changed before they can log back into your site.

Customizing the DBMigrate ToolIf you have heavily customized your QeS installation, you may need to customize the DBMigrate tool in order to accommodate those customizations, or check the results of the migration to what database fields were migrated. This section provides detailed information about how the tool works and explains how you can customize it.

OverviewThe DBMigrate tool takes data from the 5.5.x databases and places it in the appropriate fields in the new 5.6 datamodel. In performing this task, DBMigrate uses:" An XML file specific to the database migration (for example, ccq5x_56.xml)" Transfer ADL and ADC files specific to the migration (for example, ccq5x_56.adl and

ccq5x_56.adc)" A functioning database connection specified in the Transfer ADC.

Note: DBMigrate requires that the ADC specify a IC 5.6 dataserver.

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The XML file contains instructions appropriate to the selected migration. DBMigrate uses a variety of XML elements to process each row in the database being migrated. If necessary, you can modify the XML file which specifies the processing. For details, see �Modifying the XML File,� on page 151. For a list of available XML elements, see �XML Elements for DBMigrate Tool,� on page 153.

DBMigrate:" Moves the data from the specified application database to the new Qrepository database" Inserts seed data, if you select the �seed� parameter" Creates a dbmigrate.log for information and errors depending on the logging level specified.

DBMigrate can move data from:" Specified application databases to the new Qrepository database" The Message Center database to the QRepository and CCQ databases" The WebCenter and WRU databases to the QRepository and CCQ databases" The CTIQ database to the QRepository database.

Note: Each invocation of DBMigrate allows for one and only one data transfer, as defined in the Transfer ADL. If you need to make multiple transfers, you need to run DBMigrate multiple times.

Running DBMigrate

You run DBMigrate from the command line, specifying the Transfer ADC and XML files along with other key parameters. For details, see �Migrate Existing Business Application Databases,� on page 134.

Rerunning DBMigrate

You may rerun DBMigrate once you have corrected any data issues identified in the dbmigrate.log. DBMigrate uses the Migrate database to identify where the database migration halted.

Migration Database TablesThe Migration database is used by DBMigrate to consolidate employee, workgroup, customer, queue, and message data from various 5.5.x database tables so that it can be migrated into the new QRepository database.

It contains a table for each of the elements that will be consolidated, and each table contains columns for:" Each possible primary key from the various 5.5.x sources" The new QRepository primary key" Any additional information needed by DBMigrate.

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The tool examines each record, checking to see whether it already exists in the appropriate migration table. If it does, DBMigrate enters the record�s PKey into the appropriate cell. If not, it creates a new row in the migration table. When all records have been examined, the resulting tables have one row for each unique record, and any record that appears in more than one database is linked to a single PKey in the new QRepository database.

Note: DBMigrate uses the application database as its base. By definition, therefore, all records in the application database are considered unique and are immediately copied to the appropriate migration table. DBMigrate then copies the application record PK into the QRepository PKey field. If a record exists in another database but not the application database, then DBMigrate assigns it the next available unique QRepository PKey.

For example, if DBMigrate finds the following information:

Then the Mig_employee table could look like this:

All four entries for Jesse James (with an agent login ID of JJames) would be consolidated into the new QRepository database under PKey 6. The two entries for Frank James would be consolidated under PK 23. The entry for Jesse James with agent login ID JJ would be considered a unique record and given the QRepository PKey 12. Likewise, the entries for Butch Cassidy and Sundance Kid would be given new, unique QRepository PKeys.

Database Record PKey Employee name Employee Login ID

CCQ Application 6 Jesse James JJames

WebCenter 12 JesseJ JJames

Message Center 23 JJames JJames

CTIQ 33 Jesse James JJames

CCQ Application 23 Frank James Frank

WebCenter 13 Frank James Frank

CCQ Application 12 Jesse James JJ

Message Center 61 Butch Cassidy Butch

CTIQ 35 Sundance Kid Sundance

PKey App Key Qrepository Key

WebCenter Key

MessageCenter Key

CTIQ AgentID LoginId

1 6 6 12 23 33 JJames

2 23 23 13 Frank

3 12 12 JJ

4 1 61 Butch

5 2 35 Sundance

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The Migration database contains the following tables and fields:

Table Name Fields Comments

Mig_Employee PkeyApp KEYQrepository KEYWebCenter KEYMessageCenter KEYCTIQ AgentIdLogin ID

Consolidates employee information based on the employee�s Login ID.

Mig_Workgroup PkeyApp KEYQrepository KEYWebCenter KEY MessageCenter KEYName

Consolidates workgroup information based on the workgroup name.

Mig_Customer PkeyApp KEYWebCenter KEYFirstnamelastnamephonenumberEmail

Consolidates customers based on the customer�s first name, last name, phone number, and email address.

Mig_Queue PkeyQrepository KEYWebCenter KEYMessageCenter KEYCTIQ QueueIdQueue Name

Consolidates queue information based on the queue name.

Mig_Mc_Message PkeyQrepository KEYMessageCenter KEY

Transfers Message Center message data into QRepository.

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Mig_Mc_Messgestat PkeyQrepository KEYMessageCenter KEY

Transfers Message Center message statuses into QRepository.

Mig_Mc_Queuegroup PkeyQrepository KEYPool KEY

Transfers Message Center queues into QRepository.

Status PkeyTimestampStageCurrent TableLast RecordTables migrated

This table contains the status information for DBMigrate. If the tool needs to be restarted, it used the information in this table to determine what�s already been processed.

The fields are:" key: primary key of the status table record

" Timestamp: timestamp of the last completed activity

" Stage: last Migration Type completed

" Current Table: last table migrated

" Last Record: PKey of the last record migrated

" Tables migrated: Number of tables migrated.

Table Name Fields Comments

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Process FlowThe DBMigrate processing flow looks like this:

For a full description of each XML tag reference in the Processing diagram, see �XML Elements for DBMigrate Tool,� on page 153.

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Format of the XML FileThe XML files supplied for migration, for example ccq55_5x.xml, are built from a series of XML tags. Each file has a nested structure; each section starts with a beginning tag and ends with a closing tag. Here is a sample XML file that migrates only one field:<TABLES>

<TABLE><OLDTABLE><OLDTABLENAME>employee</OLDTABLENAME><ORDERBY>pkey</ORDERBY>

</OLDTABLE><NEWTABLES><NEWTABLE><NEWTABLENAME>newemployee</NEWTABLENAME><UPDATE><ORCRITERIA><ANDCRITERIA>

<NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

</UPDATE><COLUMNS><COLUMN><NEWCOLUMNNAME>fullname</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>empfullname</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN></COLUMNS>

</NEWTABLE></NEWTABLES>

</TABLE></TABLES>

Note: All XML tags have the format <tagname ...attributes...> [optional intermediate tags] </tagname> to show the start and end points for each tag.

Modifying the XML FileYou can customize any supplied migration XML file to your particular needs. A common customization for the ccq55_5x.xml file would be to add <COLUMN> elements to migrate 5.5.x custom fields you may have added to the CCQ employee table, so that your customized field is properly migrated to QRepository in IC 5.6.

To modify the XML file for custom field migration:1 Open the ccq55_5x.xml file in an XML or ASCII editor.

2 Locate the XML elements which define the column migration to <NEWTABLENAME> employee. You will find a series of <COLUMN> elements, one for each column being migrated to the new employee table.

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<NEWTABLES><NEWTABLE>

<NEWTABLENAME>employee</NEWTABLENAME><COLUMNS>

<COLUMN><NEWCOLUMNNAME>pkey</NEWCOLUMNNAME>

<NEWCOLUMNVALUE><FROMOLDCOLUMN>pkey</FROMOLDCOLUMN>

</NEWCOLUMNVALUE></COLUMN><COLUMN>

<NEWCOLUMNNAME>communicatepref</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>communicatepref</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN><COLUMN>

<NEWCOLUMNNAME>electronsignature</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>electronsignature</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>...

3 Copy an existing <COLUMN> ... </COLUMN> element.

4 Paste this element within the <COLUMNS>...</COLUMNS> element.

5 Modify the pasted section as follows:

a <NEWCOLUMNNAME>: new column name you have defined in the employee table in he new 5.6 qrepository.adl

b <FROMOLDCOLUMN>: old column name from the employee_old table, from the 5.5.x ccq.adl

6 Repeat Steps 4 and 5 for each field you have added to the employee table.

7 Save the file.

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DBMIGRATE

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XML Elements for DBMigrate Tool

DBMIGRATE

Description Root element of the XML document.

Syntax Contains three elements: SOURCEMODULE, DESTINATIONMODULE, TABLES

Example <DBMIGRATE><SOURCEMODULE>m_migration</SOURCEMODULE><DESTINATIONMODULE>m_migration</DESTINATIONMODULE> <TABLES>

...

TABLES

Description Contained by DBMIGRATE. Contains one or more TABLE elements corresponding to each table mapping.

Example <TABLES><TABLE>

...

TABLE

Description Contained by TABLES. Defines a table mapping from old table to new table(s). Contains two elements, OLDTABLE and NEWTABLES. You may have only one OLDTABLE element as tables are moved one by one.

Example <TABLE><OLDTABLE>

...</OLDTABLE><NEWTABLES>

...

Element Description

SOURCEMODULE name of the source module as string

DESTINATIONMODULE name of the destination module as string

TABLES contains one or more TABLE elements

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OLDTABLE

Description Contained by TABLE. Defines the old table for mapping. To sort incoming data, use ORDERBY to indicate a sort column.

Syntax Contains two elements: OLDTABLENAME and ORDERBY.

Example <OLDTABLE><OLDTABLENAME>workgroup_old</OLDTABLENAME><ORDERBY>pkey</ORDERBY>

</OLDTABLE>

NEWTABLES

Description Contained by TABLES. Contains one or more NEWTABLE elements, as data from one old table can go into one or more new tables.

Example <NEWTABLES><NEWTABLE>

...

NEWTABLE

Description Contained by NEWTABLES. Defines all data movement. One or more NEWTABLE elements may be defined; each element describes the new table receiving data from the specified old table. The old table was described via the OLDTABLE and OLDTABLENAME tags.

Syntax Contains two elements: NEWTABLENAME and COLUMNS, and optionally UPDATE.

Example <NEWTABLE><NEWTABLENAME>mig_workgroup</NEWTABLENAME><UPDATE>

<ORCRITERIA>

Element Description

OLDTABLENAME name of the old table

ORDERBY column used for sorting records internally

Element Description

NEWTABLENAME name of the new table

COLUMNS contains one or more COLUMN elements

UPDATE (optional) contains one or more ORCRITERIA elements; if present, indicates data in the new table is to be updated rather than inserted; ORCRITERIA provides criteria to identify record for updating

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UPDATE

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... </ORCRITERIA>

</UPDATE><COLUMNS>

<COLUMN>...</NEWTABLE>

UPDATE

Description Contained by NEWTABLE. Contains one or more ORCRITERIA elements, in turn providing ANDCRITERIA criteria to identify a record for updating in the new table.

Example <UPDATE><ORCRITERIA>

<ANDCRITERIA><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

</UPDATE>

ORCRITERIA

Description Contained by UPDATE. Contains one or more ANDCRITERIA elements, providing criteria to identify a record for updating in the new table. Multiple ORCRITERIA may be used to specify a record for updating. If no ORCRITERIA criteria are met, then the record from the old table is inserted.

Example <ORCRITERIA><ANDCRITERIA>

<NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA></ORCRITERIA>

ANDCRITERIA

Description Contained by ORCRITERIA. Multiple ANDCRITERIA may be used to specify a record for updating. All ANDCRITERIA criteria must be met for the record to be updated.

Syntax Contains pairs of elements to be matched, NEWCOLUMNNAME to OLDCOLUMNNAME or NEWCOLUMNNAME to CONSTANT.

Element Description

NEWCOLUMNNAME name of column in new table

OLDCOLUMNNAME name of column in old table

CONSTANT string constant for comparison to NEWCOLUMNNAME

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Example <ANDCRITERIA><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><OLDCOLUMNNAME>name</OLDCOLUMNNAME>

</ANDCRITERIA>

COLUMNS

Description Contained by NEWTABLE. Contains one or more COLUMN elements, providing information about all columns in the new table.

Example <COLUMNS><COLUMN><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>name</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN> ...

COLUMN

Description Contained by COLUMNS. Each COLUMN element corresponds to a column in the new table. Contains elements NEWCOLUMNNAME, NEWCOLUMNVALUE, and optionally OVERWRITE.

Example <COLUMN><NEWCOLUMNNAME>workgroup_name</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>name</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN><NEWCOLUMNNAME>app_key</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>pkey</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

Element Description

NEWCOLUMNNAME name of column in new table

NEWCOLUMNVALUE element defining value of the new column

OVERWRITE if element is present and �true� (case-insensitive), then value in column will be overwritten

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NEWCOLUMNVALUE

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NEWCOLUMNVALUE

Description Contained by COLUMN. Defines the value of the column in the new table. Contains elements FROMOLDCOLUMN, CONSTANT or COMPUTED. If the value for the new column comes from old column, then FROMOLDCOLUMN name should be defined. If a constant value, then CONSTANT element should be defined; if computed, then COMPUTED element is defined.

Example <COLUMN><NEWCOLUMNNAME>phonetype</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<CONSTANT>pager</CONSTANT></NEWCOLUMNVALUE>

</COLUMN>

<COLUMN><NEWCOLUMNNAME>employee_key</NEWCOLUMNNAME><NEWCOLUMNVALUE>

<FROMOLDCOLUMN>pkey</FROMOLDCOLUMN></NEWCOLUMNVALUE>

</COLUMN>

COMPUTED

Description Contained by NEWCOLUMNVALUE. Enables computation of the column value in the new table. May contain two different sets of elements: (FROMTABLE, FROMCOLUMN and ORCRITERIA) or (APPEND and SEPARATOR).

The first set indicates to DBMigrate that the value for the new column comes from a table other than the old table. ORCRITERIA allows conditional searching for a value in the old table. Only one ORCRITERIA (and, in turn, ANDCRITERIA, is allowed.

The second set of elements enables the appending of data from two separate columns inserting a specified separator.

Element Description

FROMOLDCOLUMN name of column in old table holding value

CONSTANT string constant defining new column value

COMPUTED element defining computed value for new column

Element Description

FROMTABLE name of source table holding value

FROMCOLUMN name of source column holding value

ORCRITERIA element defining OR criteria in searching for data in old table

APPEND element defining columns to be appended

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Example <NEWCOLUMNVALUE><COMPUTED><APPEND Separator=" ">

<NEWCOLUMNNAME>firstname</NEWCOLUMNNAME><NEWCOLUMNNAME>lastname</NEWCOLUMNNAME>

</APPEND></COMPUTED>

</NEWCOLUMNVALUE>

APPEND

Description Contained by COMPUTED. Contains either OLDCOLUMNNAME or NEWCOLUMNNAME elements. DBMigrate may use these elements as input for computing new column values. SEPARATOR defines string for separating column values in the new column.

Example <NEWCOLUMNVALUE><COMPUTED><APPEND Separator=" ">

<NEWCOLUMNNAME>firstname</NEWCOLUMNNAME><NEWCOLUMNNAME>lastname</NEWCOLUMNNAME>

</APPEND></COMPUTED>

</NEWCOLUMNVALUE>

Element Description

OLDCOLUMNNAME name of column from old table holding value

NEWCOLUMNNAME name of column from new table holding value

SEPARATOR string value serving as separator

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159

CHAPTER 6MIGRATING FROM QES 5.5 TO 5.5.1

This chapter contains information to help you migrate from Quintus eContact Suite (QeS) 5.1 to QeS 5.5.

Differences Between QeS 5.5 and 5.5.1 This section discusses changes between QeS 5.5 and QeS 5.5.1 that are of particular interest for migration. It does not discuss every change that has occurred.

Please examine each item as it applies to your customization. Please refer to eContact Agent Integrator�s Guide for a complete description of CDL structure and associated QScript customization. Details on each item follow.

Support for WebCenter EmailQeS 5.5.1 offers integrated support for WebCenter Email. Email contacts received via WebCenter may now be viewed in the Quintus QConsole. Functionality includes:" Customizable task list for displaying WebCenter email tasks. The task list allows the agent to:

! View all email tasks currently assigned and their state. ! Activate the email task in the WebCenter Agent Client. ! View task-specific information in columns, tooltip or both.

" WebCenter Agent Client for displaying both chat and email items. The Agent Client allows the agent to: ! View email content and attachments. ! Respond to email using prepared responses or resources.

QScript ChangesSeveral new QScripts have been added for WebCenter Email functionality. Several other QScripts have been modified to refer to these new QScripts.

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" Added new QScripts for WebCenter email into email.qsc: ! Email_Initialize ! Email_Login ! Email_ManualLogin ! Email_Exit ! Email_Logout ! Email_HasActiveContacts ! Email_SuspendActiveContacts ! Email_CompleteContact ! Email_GetAgentId ! Email_ShowHistory

" Added new QScripts for TaskList into shared.qsc: ! TaskList_Initialize ! TaskList_Activate ! TaskList_Incoming ! TaskList_Select ! TaskList_Terminate ! TaskList_Wrapup

" Modified QScripts which reference the listed new QScripts.

CDL ChangesSeveral changes were made to the CDL (QConsole Definition Language) file, which defines the QConsole display. These changes permit display of the new Task List, integration of WebCenter Email and shared display of chat and email. A summary of these changes follows." Added Login Tab for Email " Added New Section to QProperties for TaskList " Renamed "QWeb" Section of QProperties to "WebCenter"; section is now shared between

Email and Chat " Added TaskList control " Added Mail Engine control

Data Model ChangesQuintus has added a new field to the QRepository database, and a new field to each of the application databases, to accommodate tracking WebCenter email contacts.

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New field added to tables in application and QRepository databases:

In addition, a QRepository mapping rule was added for storage of WebCenter email contact data.

Brightware Email ConfigurationItems coded specifically for Brightware functionality have been renamed to make identification easier. These items are either present in the CDL, or QScripts associated with Brightware email." The "QEmail" Section of the QProperties in the CDL file was changed to "BWEmail". All

QScripts reading from the "QEmail" Section were changed to read from the "BWEmail" section.

" All QScripts formerly named "Email_xxxxx" were changed to "BWEmail_xxxxx".

Intecom TSQeS 5.5.1 supports Intecom TS with the CSTA Telephony Server. Run "Complete Installation" and select "Voice Connector". For more information, see the QeS Installation Guide.

Migrating QeS 5.5 to 5.5.1 The following section details the migration steps for QeS 5.5.1.

Server Migration 1 Ensure that all the servers have been stopped.

2 Run "Update QeS 5.5.1 Installation" from the installer on each machine.

3 Click "Yes" in response to confirmation dialog.

4 If you have QConsole configured only for voice integration and wish to add WebCenter email functionality:

a Run "Email Admin" from the Tools Install column.

b Run "Web and Email Admin" from the Tools Install column.

c Run "Email Connector" from the Server Install column.

5 If you have QConsole configured for Chat and Collaboration with WebCenter and wish to add WebCenter email functionality:

Database Table Field Name Label Data Type Length Description

All application databases

repos_contact trackingid Trackingid VarChar 120 Identifier of tracking information for Email.

Ctiq contact trackingid Trackingid VarChar 120 As above.

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a Run "Email Admin" from the Tools Install column.

b Run "Email Connector" from the Server Install column.

6 Restart the servers.

WebCenter Server MigrationIf you have a current install of WebCenter and want to add email to it, you need to modify the following files with your SMTP information:

In the file <Quintus_Home>\QeS55\chatserver\icws\acd\system\wacdmail.html, add your SMTP Address in the line that says <input type=hidden name="To" value="[email protected]">.

Note: The email address that's there will be whatever the user specified in 5.5, and it should be replaced with the new one.

Client Migration 1 Run "Update QeS 5.5.1 Installation" from the installer.

2 Click "Yes" in response to confirmation dialog.

3 Install JavaVM from the installation CD by executing CD\win32\Environ\MSJavx86.exe or from URLhttp://download.microsoft.com/download/javasdk/Install/3309/W9XNT4/EN-US/MSJavx86.exe.

In file... Find variable... Replace it with your...

<Quintus_Home>\QeS55\chatserver\wtc\config\rooms.cfg

mailservername SMTP Server Name

mailserverport SMTP Port Number

emailfrom SMTP Address

<Quintus_Home>\QeS55\chatserver\acd\pl\wacdmail.pl

$defaultServer SMTP Server Name

$defaultPort SMTP Port Number

$DefaultTo and $DefaultFrom SMTP Address

<Quintus_Home>\QeS55\chatserver\acd\config\wacd.cfg

defaultemail SMTP Address

<Quintus_Home>\QeS55\chatserver\wru\config\siteprefs.pref

strAdminEmailstrMailTOSupportEMail

SMTP Address

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Application Migration There are two basic types of application migrations: " Application designs that have not been modified. " Application designs that have been modified.

Note: These migration instructions assume that all your QConsole QScript and CDL information is stored in your application database, and only your contact information is stored in QRepository (QCTI).

Migrating QRepository

For all applications, you need to upgrade QRepository:1 Open QUINTUS_HOME\QeS55\design\ctiq\ctiq.adl in QDesigner.

2 Set the connections to point to your QeS application 5.5 database.

3 Reconfigure the database.

4 Edit "ctiq" mapping rules using the Report wizard for the latest Mapping rule changes.

Migrating Unmodified Applications

If you�re using a 5.5 application out-of-the-box, use the new 5.5.1 data model/ design and apply it against your existing database.

To upgrade your application database:1 Open QUINTUS_HOME\QeS55\design\application_dir\application.adl in QDesigner, where

application is the appropriate application.

2 Set the connections to point to your QeS application 5.5 database.

3 Change ADL INCLUDE PATH to add: QUINTUS_HOME\QeS55\design\qconsole and QUINTUS_HOME\QeS55\design\common

4 Save your application.adl.

5 Reconfigure the database.

6 Push the QScripts, Forms, qconsole.cdl, and eduviewer.xsl to the database by generating your application.

Migrating Modified Applications

If you are using a modified version of a 5.5 application, you need to reapply modifications from your 5.5 design to the new 5.5.1 design. All Quintus Migration backs up replaced files in QUINTUS_HOME\ Backup.551.1 Open QUINTUS_HOME\QeS55\design\application_dir\application.adl in QDesigner, where

application is the appropriate application.

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2 Set the connections to point to your QeS application 5.5 database.

3 Change ADL INCLUDE PATH to add: QUINTUS_HOME\QeS55\design\qconsole and QUINTUS_HOME\QeS55\design\common

4 Add any QScripts that don�t normally get loaded when the ADL is opened.

5 Change PRELOAD SCRIPT FILE so that the list reads as follows: batchq.qsc;desktop.qsc;email.qsc;listmanagement.qsc;qconsole.qsc;qprompter.qsc;sendletter.qsc;shared.qsc;softphone.qsc;system.qsc;templateprocessing.qsc;web.qsc;webbrowse rinterface.qsc;

6 Reapply your applications modifications stored in QUINTUS_HOME\Backup.551 , keeping in mind the 5.5.1 changes listed in the next section.

7 Save your application.adl.

8 Reconfigure the database.

9 Push the QScripts, Forms, qconsole.cdl, and eduviewer.xsl to the database by generating your application.

QConsole WebCenter Email Migration If you have a current QConsole configuration that does not include WebCenter email, you can add this functionality by reinstalling the Agent Desktop Designer and selecting the desired QConsole Configuration.

To avoid reinstalling the Agent Desktop Designer: 1 Update the layoutcdl.ini file already installed in qes55\bin directory with:

! QEMAIL=TRUE or FALSE (TRUE means eContact Email being chosen, FALSE if no) ! CTIQ=TRUE or FALSE (TRUE means Voice Console being chosen, FALSE if no ) ! LISTQ=TRUE or FALSE (TRUE means List Management being chosen, FALSE if no ) ! QWEB=TRUE or FALSE (TRUE means Web Console being chosen, FALSE if no ) ! QPROMPTER=TRUE or FALSE (TRUE means Prompter being chosen, FALSE if no )

Note: To use Brightware Email, set QEMAIL to FALSE and add: BW_EMAIL=TRUE

2 Check if QUINTUS_HOME\qes55\design\QConsole\all.cdl exists, if not, copy QUINTUS_HOME\qes55\design\QConsole\template.cdl to QUINTUS_HOME\qes55\design\QConsole\all.cdl.

3 Execute QUINTUS_HOME\qes55\bin\RegQconsOOB.bat (or QConsOOBAfter.bat).

4 Set the server and port information for QPrompter in the CDL file.

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5 Set the server and port information for WebCenter in the CDL file.

Note: This may apply to all user specified configurations in the CDL such as wrap-up info. Please compare the old CDL with the new.

QRepository Mapping Rule Migration Out-of-the-box mapping rules in 5.5.1 have been modified to enable Quintus email contacts to be retired to the database. The following are a list of changes done to mapping rules (both 'creationrules' and 'fieldexpressions' table records have been affected by the change). All changes to mappings can be done using 'Report Wizard' application's 'Mapping Administration' Focus.1 Add a new creation rule:

! Create Record in Table' - routingevent ! For Each VDU Entry Matching' - email.*.taskid

2 Add the following new fieldexpressions:

a Linked to creation rule 'vdu_id' ('contact' table) create the following 2 new fieldexpressions:

b Linked to above created creation rule 'email.*.taskid' ('routingevent' table) create the following new fieldexpressions :

Populate Field With VDU Value

type ifexist(trackingid,'Email')

trackingid trackingid

Populate Field With VDU Value

uuid email..taskid

contact_key key(contact)

agent_key email..loginid

starttime email..

queuetime email..qtime

answertime email..silent.1.time

talktime email..talktime

wraptime email..wraptime

exitreason email..status

holdtime sum(email..silent.*.time)

holdcount count(email..silent.*Time)

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3 Change the following in existing field expressions:

a For all records containing 'Populate Field' value - contact_key change 'With VDU Value' from vdu_id to key(contact).

b For the record containing 'Populate Field' value - type whose 'With VDU Value' is - ifexist(tasktype,'Web'), change 'With VDU Value' from - ifexist(tasktype,'Web') to ifexist(username,'Web').

WebCenter Migration Alert In QeS 5.5, users of "LiveHelp Admin" (WebCenter) had to set the email endpoints for each agent account to 0 (zero).

Users doing an Update installation at 5.5.1 need to reset the email endpoints to a positive number in each agent account that is to be carried over from version 5.5. Otherwise, the 0 setting will prevent the agent from sending and receiving email.

To reset the email endpoints:1 Log in as Administrator to the appropriate server in the WebCenter Administration interface.

2 From the Welcome page, select the WebCenter WebACD Server from the drop-down menu.

3 From the Agent Management section of the WebACD page, select Agent Account Management.

4 In the Name text box on the Find Agents page, type an asterisk to find all the agents. To find a specific agent, type one or more letters of the first name followed by an asterisk. Click the Find button.

5 Select an agent from the list of users and click the View button.

6 Scroll to the bottom of the page and set the email endpoints for this agent to 1 or more. Click the Update button.

In the same manner, set the endpoints for each agent who will be handling email.

defertime sum(email..deferred.*Time)

defercount count(email..deferred.*Time)

taskcount count(email..wrapup.*)

Populate Field With VDU Value

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167

CHAPTER 7MIGRATING FROM QES 5.1 TO 5.5

This chapter contains information to help you migrate from Quintus eContact Suite (QeS) 5.1 to QeS 5.5.

Migrating the QUI ApplicationsThis section contains instructions on moving the QeS QUI applications from QeS 5.1 to QeS 5.5. The major differences are:" QConsole and QUI have merged into a single EXE file." The application forms are now being written in XML." The GUI has been given a new look and feel that includes several color theme choices.

As a prerequisite to performing migration, you will need to install the following QeS 5.5 components:" the Application Client with the appropriate integrations." the Agent Desktop Designer for the application you�re using.

See the Quintus eContact Suite Installation Guide for additional installation details.

The following sections detail the migration steps for the QUI applications.

For All ApplicationsIn QeS 5.1, the MS System Info button was always visible in the Help About box for all QUI applications. By default, QeS 5.5 hides this button. To re-display it, open the qui.ini file and add the following line to the [Permissions] section:

MSSystemInfo=True

CallCenterQ and SalesQThere are two basic types of CallCenterQ migrations: " For application designs that have NOT been modified." For application designs that HAVE been modified.

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Chapter 7 Migrating From QeS 5.1 to 5.5

168 Migration Guide

Migrating Unmodified CCQ Applications

If you�re using CCQ 5.1 out-of-the-box, use the new 5.5 data model/design and apply it against your existing database.

To migrate an unmodified CCQ application:1 Open C:\Quintus\Qes55\design\callcenterq\ccq.adl in QDesigner.

2 Set the connections to point to your CallCenterQ 5.1 database.

3 Reconfigure the database.

4 Push the QScripts and Forms to the database by generating one of the four CallCenterQ applications.

5 Run CallCenterQ and check your forms. The application look and feel has changed in 5.5, so you need to verify that the GUI still looks all right.

For information about adding the new 5.5 functionality, see �Adding New Functionality,� on page 169.

Migrating Modified CCQ Applications

If you are using a modified version of CallCenterQ 5.1, you need to actually modify the 5.1 design to be a 5.5 design. Here are the steps:1 Backup the CallCenterQ 5.5 design that was installed for CallCenterQ in

<Quintus_dir>\QeS55\design\CallCenterQ.

2 Copy your design directory from 5.1 to 5.5.

3 Open ccq.adl in QDesigner.

4 Change ADL INCLUDE PATH to read: <Quintus_dir>\QeS55\design\common

5 Add any QScripts that don�t normally get loaded when the ccq.adl is opened.

6 Change PRELOAD SCRIPT FILE so that the list reads as follows:

batchq.qsc;desktop.qsc;email.qsc;listmanagement.qsc;qconsole.qsc;qprompter.qsc;sendletter.qsc;shared.qsc;softphone.qsc;system.qsc;templateprocessing.qsc;web.qsc;webbrowserinterface.qsc;

7 Save ccq.adl.

8 Reconfigure the database.

9 Push the QScripts and Forms to the database by generating one of the four CallCenterQ applications.

10 Run CallCenterQ and check your forms. The application look and feel has changed in 5.5, so you need to verify that the GUI still looks all right.

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Migrating the QUI Applications

Issue 1.0 January 2003 169

Adding New Functionality

To run QPrompter flows from the application:1 Open the Application Administration Focus.

2 Go to the Application Profile tab.

3 Click Search and select your Application Profile record.

4 Set the QPrompter server and port number.

5 Open the Request or Contact Administration focus.

6 Attach the flows you want to run to the appropriate category, product/category combinations, or outbound calling lists. (For more information, see the CallCenterQ and SalesQ Administration Guide.)

Caution: If you are going to use QConsole with the application, you need to convert any agent scripts created with the 5.1 scripting tool into QPrompter flows.

To set up an alternate currency that agents can toggle between:1 Open the Application Administration Focus.

2 Go to the Application Profile tab.

3 Click Search and select your Application Profile record.

4 Set the Currency toggle flag.

5 Open the Order Administration focus.

6 Go to the Order Amin tab.

7 Set the exchange information in the Currency Exchange group.

HRQ, CustomerQ, and HelpQBecause no major changes have been made to these applications, you can migrate both modified and unmodified application designs the same way.

To migrate HRQ, CustomerQ, and HelpQ applications: 1 Open your ADL file in the 5.5 QDesigner.

2 Push the QScripts and forms to the database by generating the appropriate applications.

3 Reconfigure the database to add the new system tables.

4 Push the QScripts and Forms to the database by generating the application(s) you want to use.

5 Open the application(s) and check your forms to ensure that they still look the way you want.

!

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Chapter 7 Migrating From QeS 5.1 to 5.5

170 Migration Guide

CTIQ (QRepository)The CTIQ database is now known as QRepository.

If your database is in SQLServer or Oracle, you need to run a BAT file to move it from 5.1 or 5.0 to 5.5. These BAT files are installed in the bin\utils directory and are called migr_ora.sql and migr_sql.sql.

To do so:1 Open 5.5 ctiq.adl in QDesigner.

2 Change the connection set information to point to your 5.1 CTIQ database.

3 Select Tools > Database Administration and reconfigure the database using the new structure defined in the 5.5 ADL file.

4 Go to the bin\utils directory and open either migr_ora.sql or migr_sql.sql in a text editor.

5 Uncomment the line that tells the script whether you are migrating from a 5.1 database or a 5.0 database.

6 Save the SQL file.

7 Run the SQL file to migrate your data.

Migrating QConsoleBecause there were underlying structural changes to QConsole between 5.1 and 5.5, Avaya recommends that you use QeS 5.5 as a base and reapply any customizations made to your 5.1 environment.

The rest of this section outlines new/modified features of QConsole for QeS 5.5; changes made to accomplish this functionality; as well as any changes needed to be made to customizations as they are reapplied to QeS 5.5.

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Migrating QConsole

Issue 1.0 January 2003 171

QUI/QConsole MergeIn QeS 5.5, qconsole.exe and qui.exe have merged into a single executable, making several changes necessary:" The QConsole-level event hooks (BeforeLogin, Login, AfterLogin, BeforeExit, and Exit)

were removed from QConsole and its CDL file(s). These hooks have been replaced by the QUI-level hooks InitAppHook, AfterLoginHook, and ExitAppHook. (For details on the new QConsole initialization process, see the QConsole Integrator�s Guide. For details on the new hooks, see the QScript Language Reference.) All QConsole QScripts referring to these event hooks (QConsole_BeforeLogin, QConsole_Login, QConsole_AfterLogin, QConsole_BeforeExit, QConsole_Exit) have been replaced by the QConsole_InitializeComponents, QConsole_LoginComponents, and QConsole_ExitComponents QScripts. Any changes your company made to the QConsole-level event hooks need to be made in the new QScripts.

" In the new QScripts, the iQConsole variable name has been replaced by the standard iApp variable name because there�s no longer a need to differentiate the two. You should make this change to any customizations as you apply them to QeS 5.5.

" All Application QScript methods are now available with the integrated QConsole, making the QScripts that accomplish application integration unnecessary. (In 5.1, these QScripts resided in application.qsc.) Additionally, any code in Login or Exit QScripts to start or shutdown the application is no longer needed. As discussed above, if you use QeS 5.5 as a base, this has already been done for you.

" Any shortcuts on the agent�s desktop that point to the old qconsole.exe must be changed to use <QUINTUS_DIR>\QeS55\bin\qui.exe.

Component ChangesSeveral of the components that appeared in QeS 5.1 have been improved for QeS 5.5. These improvements have resulted in changes to their APIs, and to the QScripts that interface with them. You can use the new QScripts provided with QeS 5.5 to help understand these control changes.

The following gives you a high level overview of the changes:1 Contact History Browser changes:

a You can now retrieve the body of previous eMails and chat transcripts.

b Caching has been added.

c It has been integrated with a Tab Control so it looks like it has tabs.

d OnContactSelected Event has been modified to return the Key of the selected row.

e The integration between the Contact History Filter and the Contact History Browser has been loosened and moved into a QScript.

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Chapter 7 Migrating From QeS 5.1 to 5.5

172 Migration Guide

2 the QPrompterClient is now a �real� control, with �real� API. In QeS 5.1, using the QPrompter meant integration with a Internet Explorer Web Browser. Now there is a new control with new QScripts located in <QUINTUS_DIR>\QeS55\design\common\qprompter.qsc. For details, see the QControl API Reference.

Consistent Contact HandlingIn QeS 5.1, the logic to manipulate a Contact in QConsole was located in the Event Handling QScripts. With the addition of the Chat Channel to QConsole for 5.5, it became apparent that a consistent approach to handling contacts was needed. For QeS 5.5, several new QScripts were introduced that take the place of the old individual event handlers. For details, see the Contact Handling chapter in the QConsole Integrator�s Guide.)

As a result, any new functionality you added to the 5.1 contact handling QScripts will need to be added to the 5.5 contact handling QScripts.

Migrating Server Passwords in QManagerIf you set any server passwords in a previous version of QManager, they are no longer encrypted in QeS 5.5. If you reset the passwords, they will be re-encrypted.

Migrating the QeS Controls and ServersThe QPrompter Control, QeMail Server, Telephony servers, and Quintus VTEL need to be migrated.

QPrompter ControlThe QPrompter client control in QeS 5.5 has changed, as have the APIs for the control. That means that all the QScripts that refer to the control have been modified, and any customizations done to the QPrompter Client Control in earlier versions must be manually ported to the new QPrompter client control.

All the XMLObjects on the server side have been renamed as follows:

Old Object Name New Object Name

XMLParser QXMLParser

XMLNode QXMLNode

XMLElement QXMLElement

XMLNodeList QXMLNodeList

XMLNamedNodeMap QXMLNamedNodeMap

XMLDocument QXMLDocument

XMLDOMImplementation QXMLDOMImplementation

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Migrating the QeS Controls and Servers

Issue 1.0 January 2003 173

QeMail ServerBefore you migrate the QeMail Server, make sure that you�re running Brightware version 3.0 (Build 71 or later). This is the only version of Brightware that Quintus supports.

Note: Quintus recommends that you use the 11/11/99 version of Brightware 3.0.

To migrate to QeS 5.5: 1 Stop Brightware's Answer Agent.

2 Make sure all the Contact queues in Brightware are empty (using Brightware's supervisor desktop).

3 Shutdown Brightware's Queue Manager.

4 Shutdown all the agents.

5 Install or upgrade to QeS 5.5

6 In QManager, make sure that start-up directory for the QeMail Server is set to qes55\etc. (The server will not work with the 5.1 version of brightware.adl.)

7 In QeS 5.1, the Brightware ADL worked for both SQLServer and Oracle. In QeS 5.5, there are two different ADLs for these two databases. You need to select the appropriate Brightware ADL in QManager.

XMLDocumentFragment QXMLDocumentFragment

XMLCharacterData QXMLCharacterData

XMLAttr QXMLAttr

XMLText QXMLText

XMLComment QXMLComment

XMLCDATASection QXMLCDATASection

XMLDocumentType QXMLDocumentType

XMLNotation QXMLNotation

XMLEntity QXMLEntity

XMLEntityReference QXMLEntityReference

XMLProcessingInstruction QXMLProcessingInstruction

Old Object Name New Object Name

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Chapter 7 Migrating From QeS 5.1 to 5.5

174 Migration Guide

Telephony ServersThere are changes to Aspect, Definity, and Meridian.

Aspect

For Aspect, Event Bridge is now a requirement because the TS containers do not work without it. (It shuts down with an emergency alarm at startup if it determines that Event Bridge is not available.) The default configuration is now set to use Event Bridge and make tscontainers.

The agent containers (ADUs) now contain more data than before, but the information that was gathered in previous releases is still being gathered the same way in 5.5.

Definity

In previous releases, the tscontainers managed postings for non-monitored call end points. This posting is no longer being done by the tscontainers.

The agent containers (ADUs) now contain more data than before, but the information that was gathered in previous releases is still being gathered the same way in 5.5.

Meridian

Meridian is not supported in QeS 5.5.

New Switch Support

QeS 5.5 now supports:" Siemens Hicomm 300E." Cisco ICM /Definity G3V7." Cisco ICM /Aspect, App Bridge 6 and 7.2.

Quintus VTELThe QUI applications no longer integrate with Quintus VTEL. This integration is now being done out-of-the-box with QConsole. To take advantage of this integration, you need to create a QConsole layout to accompany your application. For details, see the QConsole Integrator�s Guide.

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Migrating QKnowledge

Issue 1.0 January 2003 175

Migrating QKnowledgeYou can now set the character set IndexQ uses to match the language your documents are in by selecting Options > Set Language Option. Once you select that option, you can enter any of the following character sets:DOSHP Roman 8IBM-850ISO 8859-1ISO 8859-2ISO 8859-6ISO 8859-7ISO 8859-9UTF-8 DefaultUTF-8 Europa3UTF-8 ArabicUTF-8 JapaneseWindows ArabicWindows Europa3Windows Latin-1 (default)Windows Latin-2Japanese

Note: This field is case sensitive and the language option must be typed exactly as it is shown above. For more details, see the SearchSQL Reference help file that was installed with fulcrum. You can access this file from the Start menu by selecting the Fulcrum subgroup from the Quintus eContact Suite 5.5 program group.

Third-Party MigrationsQeS 5.5 no longer integrates with the following third-party products:" Answersoft" Callpath" Inference

You can embed these products as ActiveX controls on any form in your QUI application, or in your QConsole framework. For details on embedding the control in an application, see the QDesigner Application Reference. For details on embedding it in QConsole, see the QConsole Integration Guide.

PeriphonicsIf you are upgrading Periphonics to the 5.4 release version, the directory structures within Periphonics have changed. Contact your local Periphonics representative to help with the conversion process.

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Chapter 7 Migrating From QeS 5.1 to 5.5

176 Migration Guide

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177

CHAPTER 8MIGRATING FROM QES 5.0 TO 5.1

This chapter contains information to help you migrate from Quintus eContact Suite (QeS) 5.0 to QeS 5.1.

Migrating CCQ ApplicationsThis section contains instructions on moving a CallCenterQ 5.0 system to the 5.1 release version of QeS.

There are two basic types of Quintus application migrations: " For application designs that have NOT been modified." For application designs that HAVE been modified.

As a prerequisite to performing migration, you will need to install the following QeS 5.1 components:" Application Client." QDesigner or QDesigner Limited Edition (QDesigner LE)." CallCenterQ (CCQ) Design.

See the Quintus eContact Suite Installation Guide for additional installation details.

Migrate all QScripts to the new standard, which allows them to be shared between QConsole and QUI. This involves changing all declarations of CustomerQ objects to the general type of object that they are. For example, all Dim iApp AsCustomerQ.Application objects will change to Dim iApp As Application objects.

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Chapter 8 Migrating From QeS 5.0 to 5.1

178 Migration Guide

QDesigner and QDesigner LE provide a tool (the Tools→Migrate QScripts menu option) that does this process for you (see �Migrating Modified CCQ Applications,� on page 179). While migrating QScripts using QDesigner or QDesigner LE, the following substitutions are made.

Note: These substitutions are case sensitive.Therefore, if there are any places that your QScripts resemble CustomerQ.Dbrecord, the substitution will not be made for you.

Migrating Unmodified CCQ ApplicationsThe first type of migration is for a customer who is using CCQ 5.0 out-of-the-box and wants to use 5.1 instead. In this situation we will use the new 5.1 data model/design and apply it against the existing database.

Caution: When migrating an Oracle database there can be field length problems. The batchsubjectline field in the appprofile table has been reduced to 40 characters so that it would match the system table field length into which the value was being placed. Oracle will not change batchsubjectline unless it is empty. To �trick� the system for successful reconfiguration during migration, you must perform the following steps before migrating your application:

1. Using QDesigner 5.0, rename batchsubjectline in the appprofile table of your 5.0 database to a new name (for example, junk).

2. Reconfigure your 5.0 database using QDesigner 5.0.Your 5.0 Oracle database is now ready for migration to 5.1 as described below.

Replaces... With...

CustomerQ.DBNetwork DBNetwork

CustomerQ.DBTable DBTable

CustomerQ.DBRecord DBRecord

CustomerQ.DBBrowser DBBrowser

CustomerQ.Application Application

CustomerQ.SForm SForm

CustomerQ.SFocus SFocus

CustomerQ.SGroup SGroup

CustomerQ.SMessage SMessage

CustomerQ.SIFBrowser SIFBrowser

CustomerQ.SBrowserBar SBrowserBar

CustomerQ.SBrowser SBrowser

CustomerQ.Session Session

CustomerQ.SReport SReport

CustomerQ.SLetter SLetter

!

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Migrating CCQ Applications

Issue 1.0 January 2003 179

To migrate an unmodified CCQ application:1 Open C:\Quintus\Qes51\design\callcenterq\ccq.adl in QDesigner.

2 Set the connections to point to your CallCenterQ 5.0 Database.

Note: Reconfiguring SQLSVR 7.0 will not change the default value constraint for the shipping field in the address table. To prevent reconfiguration errors, you must use QDesigner to change the shipping field default value to �0.�

3 Reconfigure the database.

Note: You may receive some errors when you reconfigure the database. It is safe to ignore them. The errors will be corrected in the subsequent migration steps.

4 Push the QScripts & Forms to the database (you will need to select one of the four CallCenterQ applications).

5 Run CallCenterQ.

6 Open the Application Administration Focus.

7 Go to the Application Profile Tab.

8 Search and select your Application Profile record.

9 If you are using ccq_contact or ccq_cr_contact, change your �Assignment Mode� to �Contact.�

10 Right Click in the Group, and run �Migrate to 5.1.�

11 Reconfigure the database again.

You now have a 5.1 version of CallCenterQ.

Migrating Modified CCQ ApplicationsThe second type of migration is for a customer who is using a modified version of CallCenterQ 5.0. This process is a little bit more involved because you need to actually modify the 5.0 design to be a 5.1 design. Here are the steps:1 Backup the CallCenterQ 5.1 design that was installed by installing CallCenterQ.

2 Copy your design directory from 5.0 to 5.1.

3 Copy listmanage.qsc from the backed up CallCenterQ 5.1 design directory into your design directory

4 Open ccq.adl in QDesigner.

5 Change ADL INCLUDE PATH to read: C:\Quintus\QeS51\design\common

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Chapter 8 Migrating From QeS 5.0 to 5.1

180 Migration Guide

6 Add any QScripts that don�t normally get loaded when the ccq.adl is opened.

7 Change PRELOAD SCRIPT FILE so that the list reads as follows: ! system.qsc! sendletter.qsc! desktop.qsc! listmanage.qsc! templateprocessing.qsc! webbrowserinterface.qsc

8 Migrate the QScripts using QDesigner�s Tools > Migrate QScripts menu option.

9 Save ccq.adl.

10 Reconfigure the database.

11 Push the QScripts & Forms.

You now have a 5.1 version of CallCenterQ.

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181

Numerics5.6 SP1

migration from 25migration to 103reports removed from 26

AADL Include Path 47agent login ID changes in 6.0.2 29agent.properties file 69Agent/Desktop/WAC property subsection 69agentsegment table 54, 76Avaya Agent 25Avaya Agent CDL files 70

BBackgrounder server 59

Ccategorycodes table 76CCQ application database 38ccq60.def 33chat 26chat and email migration 31, 54Chat architecture 65Chat Connector server 60chat escalation 60chatholdcount 76chattalktime 76CI Repository database 25, 36CIRS server 58classificationcode table 54, 76clear_tables.sql 45�46ComHub 59contact 26Customized desktop applications 23CustQ application database 42custq60.def 33

Ddata schema changes in 6.0.2 75Database Designer 25DataWake 63

DBMigratecustomizing 74�88rerunning 77running 51

dbmigrate.log 53default installation directory 25Directory Structure

new 20disable_constraints_all.sql 46disable_constraints_sqlserver.sql 45DS Table migration 29

EeContact Agent 25eContact Manager 25EDU Viewer XSL stylesheets 70educational services 13Email drafts 67Email server 59emailinactcount 76emailwritetime 76enable_constraints_sqlserver.sql 47err.log 34

FFixDesignFile 33Fulcrum 25

Ggenerate_disable_constraints_all.sql 45�46generate_enable_constraints_all.sql 47global Web Agent chat and email resources 67

Hholdcount 76HRQ application database 40hrq60.def 33HTTPConnector server 59Hummingbird 25

IIC Email server 59IC Manager 25IC Script changes 73

INDEX

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182 Migration Guide

Index

for chat and email 66ICC/CentreVu 4.5 60ICM server 58installation directory, default 25

LLetter Generator 19local hosts file 31local Web Agent chat and email resources 67localizedcode table 54, 76

Mmediainteraction table 53, 76mediasegment table 54, 76Message Care 69mig.def 33mig.log 34migrate_chat_email_script.sql 56migrate_chat_email_scripts_ora.sql 56migrate_qrepository.bat 51, 53migration ADL file 77Migration database 49migration from 5.5.x to 5.6 SP1 103�158migration from 5.6 SP1 to 6.0.2 25�101migration prerequisites

for 5.6 SP1 105for 6.0.2 28

NNabCTI 20Nabnasset CTI 20

OOperational Analyst 26outcomecodes table 76

PPaging server 59Proactive Contact 63Prompter ActiveX control 72

QQChat server 59QDesigner 23, 25QKnowledge 74QRepository data source 74QRepository database 25qrepository56_60.adl 51QScripts 16, 18

queue 26Quintus CTI 20QWCEmail server 59QWorkflow Designer 25

RReal Time Monitoring 26reasoncodes table 76routing changes for chat and email 64routingevent table 76

Sseed data 48, 57single-click authentication 60site migration 29site table 76survey questions, migrating customized 55, 63

Ttalktime 76task 26taskperformedcode table 54, 76tasktype 26team 26telephony migration to 6.0.2 89�101

Uupdateversion.sql 46

VVersion Control Systems 24VESP 20voiceholdcount 76voicetalktime 76

WWACD 58Web Agent configuration data 67WebChannel server 59WebQ 73, 142WIM server 59Workflow Designer 25workflows 70

for chat and email 65letter generation 71