Genesys Quality Management 8.

1
Upgrade Guide
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Document Version: 81gqm_upgrade_10-2012_v8.1.501.00
Table of Contents
Chapter 1 Introduction 4
Document Purpose 5
Audience 5
Document Version 5
Typographical Conventions 6
Expected Knowledge 6
Chapter 2 Overview 8
The Upgrade Wizard 9
Reducing Downtime Due to Upgrading 10
Features 11
Limitations 12
Requirements 13
Principles of Operation 14
Chapter 3 Pre-Upgrade Tasks 16
Chapter 4 Obtaining the Upgrade Wizard 18
GQMInstallation DVD 19
Chapter 5 Running the Upgrade Wizard 20
Interactive Mode 21
CLI Mode 27
Chapter 6 Post Upgrade Tasks 28
Recording Rules Database Constraint 29
Migration fromQuality Manager 8.0.46x to 8.0.47x or above 30
Chapter 7 Request Technical Support 32
Genesys Quality Management 8.1 4
Introduction
This chapter provides an overview of this document, identifies the primary
audience, introduces document conventions, and lists related reference
information.
This chapter contains the following sections:
Document Purpose 5
Audience 5
Document Version 5
Typographical Conventions 6
Expected Knowledge 6
Chapter
1
Document Purpose Chapter 1 Introduction
5 Upgrade Guide
Document Purpose
This document describes the process of upgrading froman earlier Genesys
GQMor Genesys Call Recording product version (see document content for
compatibility information).
Advanced configuration, clustering and integration with third party applications
are described in other documents - for example Call Recording Administration
Guide and related Whitepapers.
Audience
This document is intended for systemengineers and administrators responsible
for installation and upgrading of Genesys GQM.
Document Version
The Genesys Quality Management products are provided by a partnership
between Genesys and ZOOMInternational. The Genesys Quality Management
products use a versioning format that represents a combination/joining of the
versions used by these two separate entities. Although the Genesys Quality
Management products and documentation use this combined versioning format,
in much of the software and logs you will see the ZOOMversioning alone. You
need to be aware of this, for example, when communicating with Technical
Support.
The version for this document is based on the structure shown in the following
diagram:
Typographical Conventions Chapter 1 Introduction
Genesys Quality Management 8.1 6
Typographical Conventions
Names of functions and buttons are in bold. For example: Upload.
File names, file paths, command parameters and scripts launched fromthe
command line are in non-proportional font.
Referred documents are in italics. For example: see the document This is a
Document for more information.
Code is placed on a gray background and bordered
Hyperlinks are shown in blue and underlined:
http://genesyslab.com/support/contact.
Expected Knowledge
Readers of this document are expected to have the following skills or knowledge:
l Basic knowledge of the Genesys Call Recording systemfeatures and
functionality.
l Knowledge of RedHat Enterprise Linux installation and configuration.
Expected Knowledge Chapter 1 Introduction
7 Upgrade Guide
l Linux systemadministration skills.
l Network administration skills.
Genesys Quality Management 8.1 8
Overview
Genesys GQM 8.1.50x has a command-line based upgrade/migration utility
wizard, for upgrading the following GQM/ Call Recording versions:
Existing Installation Version Target
MigrationVersion
GQM 8.0.46x, 8.0.47x, 8.0.48x GQM 8.1.49x
GQM 8.0.46x, 8.0.47x, 8.0.48x, 8.1.49x GQM 8.1.500
Table 1: Common Examples of Migration
Other combinations of migration can be performed, including downgrades
between versions for maintenance purposes.
Chapter
2
The Upgrade Wizard Chapter 2 Overview
9 Upgrade Guide
The Upgrade Wizard
The upgrade wizard only supports migration fromor to GQMor Call Recording
installations that use the default embedded PostgreSQL database. Oracle is not
currently supported by the wizard. Please refer to the Using Oracle Guide for the
procedures for installing and migrating to an Oracle database-based GQM
installation.
Reducing Downtime Due to Upgrading Chapter 2 Overview
Genesys Quality Management 8.1 10
Reducing Downtime Due to Upgrading
Where there is only a limited maintenance downtime window for a GQMor Call
Recording upgrade (for instance two hours) and there is a large database which
will take several days to fully migrate, it is possible to upgrade the installation and
migrate the existing database to the new version afterwards. This allows
recording to begin immediately after the upgrade without losing any calls and the
process is not delayed while the database is being migrated. Once the database
is fully migrated, the data will become available.
This option decreases maintenance downtime by upgrading the systemCall
Recording packages first (installing a newer version to replace an older
installation). Once the upgrade (installation) is done, setup can be performed and
recording can start to a new empty database. When it is confirmed that all calls
are recording, migration of database records can start in the background (or
moving MP3 files back to the server fromnetwork storage). This migration
process can take fromseveral hours to several days (depending on the size of the
database). When the migration is complete, the new and migrated databases can
be synchronized. Afterwards, Call Recording can be stopped and the databases
switched. When this switchover is complete, Call Recording can be restarted with
complete database records. Deleting the old databases will free disk space.
Features Chapter 2 Overview
11 Upgrade Guide
Features
l The upgrade wizard always performs a complete file / data backup before
commencing the upgrade operation.
l Both interactive and command-line (CLI) modes are available; the latter
enables batch processing scenarios.
l All target installs require only the installation ISO/ DVD to be accessible on a
Linux mount point; all patches are included within the installations database
directory.
l All configured remote storage mount points remain available during and after
the update process has finished.
l All update actions are logged to a file in the /home directory, that is :
/home/callrec_upgrade.log.
Limitations Chapter 2 Overview
Genesys Quality Management 8.1 12
Limitations
The current upgrade wizard has the following known limitations:
l A reboot is recommended after the upgrade is complete.
l A number of settings are not migrated, including maintenance tool
preferences (such as for Archive, Backup), so these should be manually
recorded and re-entered after upgrade is complete. These tasks are noted in
the Pre-Upgrade tasks section of this guide.
l User permissions in Call Recording and Quality Manager are not removed
during an upgrade.
l Manually (or independently) upgraded software packages on the server can
cause problems for the upgrade wizard. For example, if security patches
have been applied to the PostgreSQL database client since the original GQM
installation, the upgrade wizard may stop with an error when attempting to
upgrade this software. In this case, please contact Support.
Important:
There is a known issue with servers equipped with iSCSI storage
devices, which causes the upgrade process to fail. Please contact
Support at: http://genesyslab.com/support/contact for more information.
Requirements Chapter 2 Overview
13 Upgrade Guide
Requirements
The upgrade wizard requires the following for correct operation:
l Execution froma Linux root account via the server CLI or an SSH client.
l Access to the mounted installation ISO/ DVD containing the target GQM
installation files.
l The wizard must be run on each individual server in a cluster configuration.
l Enough storage space available locally (~500 MB for a single server
installation with no database data).
It is recommended but not required that all GQMservices are running when the
upgrade starts. This enables the wizard to gather the information it requires.
Principles of Operation Chapter 2 Overview
Genesys Quality Management 8.1 14
Principles of Operation
The Call Recording configuration files are always backed up before upgrading
begins, while by default, media files are not backed up, since they are not affected
by the upgrade. This can be changed using the backup exclude file included with
the upgrade wizard scripts see the Pre-Upgrade Tasks section.
Depending on the type of installation being upgraded, the upgrade wizard will
behave differently in Interactive Mode regarding database data backup.
Database backup behavior is categorized by the following scenarios of the
existing Call Recording / GQMinstallation:
l Single (standalone) server, containing local PostgreSQL embedded
database and local operational Call Recording Configuration Service.
Behavior: if database backup is requested, backs up and restores ONLY the
configured Call Recording database any other databases present will NOT
be restored!
l Cluster server #1, containing local PostgreSQL embedded database, Call
Recording configuration files, but no local operational Call Recording
Configuration Service.
Behavior: if database backup is requested, allows user to select one or
more databases to be backed up and restored.
l Cluster server #2, containing local operational Call Recording
Configuration Service, but no local database.
Behavior: no request for database backup.
l Cluster server #3, containing only Call Recording configuration files (such
as for a dedicated recorder or decoder server).
Behavior: no request for database backup.
The following diagramrepresents this database backup decision logic:
Principles of Operation Chapter 2 Overview
15 Upgrade Guide
Figure 1: Upgrade Process - Database Backup Scenario Logic
Important:
Ensure databases are backed up!
During upgrade, the server software modules (RPMs) are upgraded,
which includes the PostgreSQL database server, if installed. If
databases are not backed up either during upgrade wizard operation or
manually beforehand, they cannot be restored after a database server
update.
Genesys Quality Management 8.1 16
Pre-Upgrade Tasks
The following tasks should be performed before running the upgrade wizard.
l Note down the Maintenance Tool settings (Global, Archive, Backup,
Restore, Delete, Synchro, Delete, Relocation) on the Settings >
Configuration > Maintenance screen in the Call Recording Web GUI. The
current version of the upgrade wizard does not migrate these settings, so
they will need to be restored manually in the Web GUI after upgrading is
complete.
l For installations using customfile paths (i.e. not the Call Recording default
paths of /opt/callrec/... for audio and video data files), modify the
paths in the backup_exclude_file (included in the upgrade directory),
which contains all paths for directories that should not be backed up during
the upgrade.
The following is the default contents of this file (which follows the rsync
utility syntax):
- /data/calls/
- /data/pcap/
- /data/psql/
l The upgrade wizard does not back up media by default (as indicated by the
exclude file above), since only the systemand configuration files are updated.
The following directories and resources are backed up:
/opt/callrec, /etc directories.
PostgreSQL configuration files.
PostgreSQL data dump files (these may be extremely large if you have a high
volume of calls).
l Ensure that you have enough storage space available locally before running
the upgrade scripts (~500 MB for a single server installation with no database
data).
Chapter
3
Chapter 3 Pre-Upgrade Tasks
17 Upgrade Guide
Important:
FromGQMversion 8.1.49x upwards, the
/opt/callrec/etc/callrec.conf.defaults file has been
introduced to ensure consistency in user settings between upgrades and
releases. The core Call Recording configuration file at
/opt/callrec/etc/callrec.conf can be modified by Call
Recording administrators and will not be overwritten during upgrades
fromversion 8.1.49x onwards.
Genesys Quality Management 8.1 18
Obtaining the Upgrade
Wizard
The following sections describe the upgrade media available.
This chapter contains the following sections:
GQMInstallation DVD 19
Chapter
4
GQMInstallation DVD Chapter 4 Obtaining the Upgrade Wizard
19 Upgrade Guide
GQM Installation DVD
On the GQMinstallation DVD/ISO(fromGQM 8.0.48x upwards) the upgrade
wizard is available as an executable script (in the /upgrade directory at the root
of the DVD). It is only necessary to mount this DVD/ISO; the upgrade wizard will
run directly fromthe wizard, referencing the DVD for other resource files as
necessary.
l Mount the DVD or ISOimage.
mount /dev/cdrom /media/cdrom
Tip:
The mount command arguments may vary for your setup; depending on
the device connected, the mount command could be:
mount /dev/cdrecorder /media/cdrom [or other variation
consult your device documentation]
The /media/cdrom location needs to be an existing directory on your
system, and can be created using the command: mkdir
/media/cdrom
l Change directory to the upgrade directory on the mounted DVD / ISOand
check the directory contents.
cd /media/cdrom/upgrade
ls
[backup_exclude_file database_updates upgrade_script.sh
backup_script.sh global_functions.sh upgrade_scripts]
Genesys Quality Management 8.1 20
Running the Upgrade Wizard
The upgrade wizard can be run in two modes; interactive mode (requires user
input) and batch or CLI mode (all relevant command line parameters are
provided when executing the wizard, enabling unattended upgrade operations to
be performed).
This chapter contains the following sections:
Interactive Mode 21
CLI Mode 27
Chapter
5
Interactive Mode Chapter 5 Running the Upgrade Wizard
21 Upgrade Guide
Interactive Mode
The interactive upgrade process is performed as follows, when logged in via the
server console (CLI) or SSH remote session with root permissions:
Start the upgrade wizard shell script
sh upgrade_script.sh
Enter the required target version to update to (without square brackets):
Figure 2: Upgrade wizard - selecting an upgrade target
Select a backup directory for current configuration data (default is
/home/backup/). Ensure that any customdirectory has enough storage
space. If the backup directory is different to the default (/home/backup), it must
already exist before running this wizard, with full read/write permissions for the
script (750).
Interactive Mode Chapter 5 Running the Upgrade Wizard
Genesys Quality Management 8.1 22
Figure 3: Upgrade wizard - selecting a backup directory
Choose whether to performa complete database dump (yes or no); default is
yes:
Interactive Mode Chapter 5 Running the Upgrade Wizard
23 Upgrade Guide
Figure 4: Upgrade wizard - choosing to make a database dump
Important:
Answering no at this database dump prompt will effectively delete all
your existing databases and data during the upgrade! If a database is not
backed up, it cannot be restored after the upgrade is complete.
The behavior of the upgrade wizard at this point is dependent on the type of
existing installation that is being upgraded (standalone server or cluster see
Principles of Operation).
If no Call Recording Configuration Service is currently present on the server (that
is the server is part of a cluster) and you chose to performa database dump in the
last step, the list of existing databases will now be displayed, each with an index
number, to enable you to specify database(s) to back up.
Enter one of the following:
Interactive Mode Chapter 5 Running the Upgrade Wizard
Genesys Quality Management 8.1 24
l the index number of the database that you wish to back up (for example: 1).
l a to back up all databases displayed.
l n to back up no databases displayed (cancels backup operation no
databases will be restored after upgrading is complete!).
The wizard will continue to allow individual databases to be chosen for backup
until either all have been selected, or n is pressed.
Figure 5: Upgrade wizard - selecting databases for backup (cluster installations only)
The wizard will now begin the upgrade process. This may take several hours,
depending on the size of database and file stores. At this point the screen may
appear to be frozen, while the upgrade wizard is creating the database dumps.
Interactive Mode Chapter 5 Running the Upgrade Wizard
25 Upgrade Guide
Figure 6: Upgrade wizard - upgrading in progress
When complete, the wizard will show an appropriate success message and exit.
If the wizard stops responding (check the process state using the top command),
or shows a failure error, please contact Support.
Interactive Mode Chapter 5 Running the Upgrade Wizard
Genesys Quality Management 8.1 26
Figure 7: Upgrade wizard - upgrade successful
CLI Mode Chapter 5 Running the Upgrade Wizard
27 Upgrade Guide
CLI Mode
The upgrade utility can be run as part of a batch (non-interactive) process from
the command line as follows:
sh upgrade_script.sh [TARGET_VERSION] [BACKUP_DIR_PATH]
[dodump|nodump]
The command line parameters are:
l TARGET_VERSION: the version that you want to upgrade to (that is the
version contained on the installation DVD / ISO); for example: 8.1.500.
l BACKUP_DIR_PATH: full path to an existing directory, for storage of backup
files created during the upgrade process; for example: /home/backup.
This directory must exist before running the script, with full
read/write permissions for the script (750).
l dodump [or] nodump: specify whether to create a database backup file or
not (respectively) before starting the upgrade process.
l -h [or] --help: display the above help information.
Entering no parameters will start up the interactive upgrade mode, as described
earlier.
Important:
Specifying nodump as a parameter will effectively delete all your
existing databases and data during the upgrade! If a database is not
backed up, it cannot be restored after the upgrade is complete.
Example:
sh upgrade_script.sh 8.1.500 /home/backup dodump
Genesys Quality Management 8.1 28
Post Upgrade Tasks
After successful completion of the upgrade wizard, the Call Recording Web GUI
should be accessible at the same URL, with the same user accounts and
passwords available.
However, the following tasks should be performed before the upgraded
installation goes live.
l Ensure correct Call Recording and Quality Manager licenses are uploaded
via their respective Web GUIs (see the Call Recording Administration Guide
and Quality Manager Administration Guide).
l Re-enter the Maintenance Tool settings in the Web GUI (Settings >
Configuration > Maintenance), since these are not migrated by the
upgrade wizard at present.
l Ensure that the roles and permissions are set up correctly on the upgraded
version (rights are not removed fromexisting installations during an
upgrade). Ensure also that any new roles or permissions included in the
newer GQMversion are assigned within the upgraded Call Recording and
Quality Manager applications.
Chapter
6
Recording Rules Database Constraint Chapter 6 Post Upgrade Tasks
29 Upgrade Guide
Recording Rules Database Constraint
For installations that are older than GQM 8.0.47x and have a large number of
recording rules, version 8.0.47x introduced a new database constraint,
preventing the creation of rules with a priority greater than 1000:
CONSTRAINT valid_priority CHECK (priority >= 0 AND priority < 1000)
This database patch is not currently applied to earlier installations that are
upgraded to GQM 8.0.47x or above, so this must be performed as follows:
l In a PostgreSQL database editor, check if all existing recording rules have a
priority value under 1000. If they do, then this constraint can be patched in
directly.
l If recording rules exist that have a priority value of 1000 or over, they must be
manually fixed with a value below 1000 before the patch can be applied.
Migration fromQuality Manager 8.0.46x to 8.0.47x or above Chapter 6 Post Upgrade Tasks
Genesys Quality Management 8.1 30
Migration from Quality Manager 8.0.46x
to 8.0.47x or above
FromQuality Manager 8.0.47x, a new Quality Manager database user was
added to the GQMdatabase schema. If you are migrating fromversion 8.0.46x,
you must run the scorecard_user.sql script, which will add the new user as
required. Migrations fromQuality Manager 4.7 and above automatically include
the Quality Manager user.
l Run the script as the root user in the CLI as follows, for PostgreSQLand
Oracle databases:
PostgreSQL
Replace <db_user>, <host> and <database> with the correct values for
your implementation:
psql -U <db_user> -h <host> -d <database> -f /opt/callrec/bin/scorecard_
user.sql
Oracle
Replace <system_user>, <system_passwd>, <host> and <database>
with the correct values for your implementation:
sqlplus <system_user>/<system_passwd>@//<host>/<database>
@/opt/callrec/bin/oracle/scorecard_user.sql
Migration fromQuality Manager 8.0.46x to 8.0.47x or above Chapter 6 Post Upgrade Tasks
31 Upgrade Guide
Genesys Quality Management 8.1 32
Request Technical Support
Technical Support from VARs
If you have purchased support froma value-added reseller (VAR), contact the
VAR for technical support.
Technical Support from Genesys
If you have purchased support directly fromGenesys, please contact
http://genesyslab.com/support/contact Genesys Technical Support.
Chapter
7
Chapter 7 Request Technical Support
33 Upgrade Guide