Upgrade

Upgrading the Connector

  • Run the new setup package, from the release’s zip file (see Installing the Connector). The upgrade stops the Connector service, replaces its files and starts it again. If the new service does not start, the upgrade rolls back and the previous version is restored.

  • Upgrading the Connector keeps its configuration file, CTI server address included. Settings added since that file was written take their defaults: a configuration without ConnectorKind runs as UCCE, as before. Its FlagTrigger and EventToUserMap settings keep applying.

  • Moving to UCCX with a configuration written before UCCX support: run the Configuration Tool, choose UCCX, save, and restart the Connector. Until then the Connector opens a UCCE session, which UCCX does not answer, and its UCCE EventToUserMap would give calls no flags. The tool sets the session settings, and removes the map if it is the UCCE default.

  • Upgrading a UCCE installation from a release before this one: those releases sent the client ID UCCE1 and the password password, the values of the site the UCCE Connector was first developed at. This release sends empty values unless CtiClientID and CtiClientPassword are set. If the CTI Server requires client authentication, set them to the values it expects.

  • The log: from this release the Connector writes a new file at each start and daily, CiscoUCCEConnectorService - yyyy-MM-dd HH.mm.ss.txt, and cleans up old log files, as the other QMS services do (see Logging). With no new log settings in its configuration, it keeps 30 days and archives after 7. The earlier CiscoUCCEConnectorService.txt is no longer written. At its first start the Connector keeps it, and its backups (.1 to .3), by renaming each to CiscoUCCEConnectorService - yyyy-MM-dd HH.mm.ss (before 12.3).txt, after when it was last written; the clean-up then archives and deletes them like any other log. The earlier log settings are no longer read; the Configuration Tool removes them when its settings are saved.

  • Heartbeats: an upgraded Connector checks its CTI session with heartbeats every 15 seconds, and asks the CTI server to end the session after 60 seconds of silence, because its configuration has no CtiHeartbeatIntervalSeconds. Earlier releases did neither. To keep the earlier behaviour, add the setting with the value 0. See Checking the session: heartbeats.

Upgrading the Connector and QMS

The Connector and QMS are installed separately and may be upgraded in either order. A Connector of this version works with an older QMS: it cannot pull rules or publish its catalogue (the publish failure is logged once per start), and it uses its FlagTrigger rules. An older Connector works with this QMS, but the trigger rules configured in QMS are not applied until it is upgraded.

When upgrading QMS itself on more than one server, stop the QMS Cisco UCCE Connector Service before upgrading the first server, and start it again only after every server running a Call Recording Service has been upgraded.

The QMS upgrade procedure upgrades the server running the Data Service first. From this release, the Data Service tells the Call Recording Services when it creates flags for the Connector, which it does when the Connector reports its parameters. A Call Recording Service not yet upgraded mishandles that message: it then returns no system flags to any caller, the Connector included, until it restarts. Its own upgrade restarts it, so the problem clears once every server is upgraded, but meanwhile recordings made through it get no flags.

The same message is sent only once, when the flags are created. A Call Recording Service that is unreachable at that moment keeps its previous flag list until it restarts or another flag is created.