NCS v3.x - Upgrade and configuration procedure (EN)

NCS v3.x - Upgrade and configuration procedure (EN)


Introduction

The purpose of this document is to explain how to update the NCS software from version 2.x to 3.x

In the steps below, the assumption is made that the NCS software has been installed on the C: drive. If this is not the case, please adapt all commands accordingly.

Requirements
.NET Framework version 4.8 on the server.
As from version v3.x, a permanent internet access is required on the application server to communicate with the hosts *.services.nixxis.net, licensing.nixxis.net and *.nixxis.live on port 443.
Important : SQL 2019+ mandatory.

Backup the existing installation 

1) Download the new release from http://update.nixxis.net/ and copy it to the folder:
C:\NixxisMaintenance\Update\[CurrentAmericanFormatDate]                 (ex : 20220528) 
2)    Unblock the zip file :
a.     Right click on the archive
b.     “Properties” 
c.     “Unblock”
3)     Open the event diagnostic’s page (http://[app_server_IP]:8088/eventserver) and check that no agent is working.

      4)     Stop the “ContactRoute Application Server” services (net stop crappserver from an administrator command prompt). DO NOT KILL the service.

5)     Backup the old log files from C:\Nixxis\Logs (if necessary). 

6)     Backup the Nixxis files
a.     Copy the existing Nixxis installation (C:\Nixxis folder) to the folder “C:\NixxisMaintenance\Backup\[CurrentAmericanFormatDate] \
7)     Backup the Databases: 
a.    Edit the C:\Nixxis\Tools\Sql\NixxisSqlBackup.sql file backup script on the SQL Server with “Sql Server Management Studio”. 

b.    Before running the script, look for the line below and make sure the file PATH is pointing to an existing path and that there is sufficient disk space available

set @cmd ='BACKUP DATABASE [' + @name + '] TO DISK = N''D:\Backup\NixxisSQL.bak'' WITH NOFORMAT… 

8)     Backup the files from the NMS (Nixxis Media Servers):
a.     Create “C:\NixxisMaintenance\Backup\[CurrentAmericanFormatDate]\MediaServer”
b.     Backup the following folders from the media server:
i        /usr/sbin 
ii       /etc/asterisk
iii      /srv/www
iv     /var/lib/asterisk
        to Backup\[CurrentAmericanFormatDate]\MediaServer
9)     Stop replication on SQL servers if any.(Do not forget to re enable after the update)

Install the Update 

  1. Copy the new files into the existing Nixxis(C:\Nixxis) directory, overwriting the old files.
  2. Remove those files as they are no more present in V3.x :
    1. agsXMPP.dll
    2. CRAppServerInterfaces.dll
    3. CrAppServerReferences.dll
    4. CRShared.dll
    5. Microsoft.ReportViewer.Common.dll
    6. Microsoft.ReportViewer.WinForms.dll
    7. Nixxis.Install.dll
    8. NixxisClientReferences.dll
    9. RestSharp.dll
    10. SampleConfigurationFiles.dll
    11. SocialMediaElements.dll
    12. SFAgent.dll
    13. System.Windows.Controls.DataVisualization.Toolkit.dll
    14. Twitterizer2.dll
    15. UscNetTools.dll
    16. CRReportingServer.exe
    17. Adminlink.dll from the folder /provisioning/client/

Adapt the following files :

CRAppServer.exe.config

Edit CRAppServer.exe.config and replace the content with the content of the file found in the samples in the new package : \SampleConfigFiles\CRAppServer.exe.config.sample
If you are loading any custom addon, it needs to be added as usual.

Http.config

Take the sample from \SampleConfigFiles\CRAppServer.exe.config.sample and adapt each and every section in the new http.config based on the existing one.
Note that the following applications are no more defined in http.config : SIP, API, MAIL & CHAT
If eScript will be used, adapt the "data" application based on this : https://support.nixxis.com/portal/en/kb/articles/nixxis-v3-x-escript-setup
Remove or comment out the reporting application if you are using a deported reporting server.

DeviceFeatures.config

Take the sample from \SampleConfigFiles\ and adapt each and every section in the new DeviceFeatures.config based on the existing one.

Deported reporting server

Http.config

Use existing http.config
In admin application, add this key: <add key="initPlugins" value="false"/>
If exists, remove the “api” application from the http.config

As Http.config does not control the media related applications anymore, this extra setting must be used to prevent plugins to be loaded on a server dedicated to administration (else, as this server uses the same administration database, the plugins will be started if they are started on the “main” server).To prevent loading plugins, this key is used on deported server(s).


Sip.config

Remove this file from the crappserver folder. 

SQL Server

Open SQL Studio and connect to the server

1//
Right click on Admin Database(XXX_admin) and click on Properties
Go to Extended Properties 
Delete the property ‘version’ 

2//
Delete the table AgentTranslations from the admin table.
It is important to delete the table, not just to empty it.

  1. Use an FTP client, transfer the files from Windows “C:\NixxisMaintenance\Update\[CurrentAmericanFormatDate]\MediaServer” to their respective folders on the media server
     
Warning :
If you have custom configurations on the files under /etc/asterisk (example nixxis.conf) you need to adapt the files consequently. Same applies for files under                           /etc/asterisk/nixxis you will need to adapt the files if they are custom configurations that have been made.

2. Do an Asterisk reload after copying all the files on the media

Deploy reporting

  1. Restart the Nixxis services “ContactRoute Application Server”. 
  2. The services should start at normal speed and the errors should no longer be present in the log file. 

Starting Services

Start the main appserver

  1. Start the Nixxis service “ContactRoute Application Server” (net start crappserver from an administrator command prompt). 
  2. When the services are started for the first time after an update it will take notably longer than usual. This is normal, the application service is updating the database. The log files can contain multiple errors. 
  3. After it has started, wait for some minutes and check if diagnostic pages are accessible(/acd etc)
  4. Stop the Nixxis services “ContactRoute Application Server”. 
  5. Check the process list and wait until the services have disappeared. Delete the logs.
Start the service again and check if the logs are clean, any errors should be corrected/escalated.

Start the deported appserver

Download the new client from http://appserver-ip:8088/Provisioning/ClientSoftware

Starting Plugins

  1. Open Nixxis Administration
  2. Go to integration – Plugins – SIP
  3. Configure the SIP Plugin, atleast the host and serverRoot with the information available from the existing sip.config
  4. Hosts are seperated with ";".
  5. Start the plugin
Configure and Start the other plugins that will be used.

License

Follow this procedure for the new license request : https://support.nixxis.com/portal/en/kb/articles/license-request-procedure-ncs-v3-x

Test the update

You can now operate tests of the different modules: agent, supervision, reporting, QMT etc.

Breaking change in v3.x
In the Global settings, set the 'Record conversations' option to INHERIT.

TO ADD IN http.config, application admin
 <add key="preferredEncoding" value="UTF-8"/>



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