Development CIC Server Migration Guidelines

Genesys recommends several development/testing tasks beyond the import of configuration data from the existing CIC server. Interaction Migrator pulls configuration from Directory Services, and resource files and handlers. It is necessary to test all these things in the 4.0 environment.

Genesys recommends following these guidelines for the development CIC server migration. Take snapshots of the development CIC server as you progress.

• Prepare for and import the CIC configuration data from the existing CIC server using Interaction Migrator as described in this guide. Interaction Migrator imports all system settings, adds users, workgroups, roles, lines, dial plans, attendant profiles, and others. The Interaction Migrator import also converts and adds audio resource files, such as prompts. There is an option to import custom handlers at this time also. After the import, complete an audit of the system configuration in Interaction Administrator against the existing source server.

• Once you are satisfied that the settings on the development CIC server are correct, install a test client workstation and complete some basic interaction testing. It is helpful to have a test number that you can point to the server for this testing. If you use Exchange-based messaging, disable those workgroups or mailboxes so as not to queue emails to the development CIC server. This represents the best point to take a snapshot of the development CIC server. If you cannot fix any of the issues that you find with simple configuration changes, you might need to revert to the pre-import image of the server, and re-evaluate the export.

• Once the development CIC server is functional, continue testing and correcting issues. At this point, it is unlikely for a change to the export file to yield different results. Take careful notes about changes needed post-migration once you migrate to the production CIC server. Following are items to consider. As you progress through this list, take snapshots of the development CIC server as needed.

  • Prompts - Are all prompts in place and playable? The prompts convert to a new codec, if necessary, during import. Check for issues and consider recopying prompt files, if necessary.

  • Attendant Profiles - Are all profiles present and operable? If not, correct profiles and steps to move forward.

  • Dial Plans - Use the dial plan simulator to verify that dialing patterns use the proper lines as configured.

  • Permissions - Permissions are more granular in CIC 2015 R1 or later and the interface is quite different. Review permissions for users, groups, and roles against those on the existing source server and requirements for site security. Change the settings as necessary.

  • Handlers - Verify that all base handlers copied over correctly, and custom handlers if you selected the option to import them. Copy files over manually as needed.

  • Certificates - Check for valid certificates to remote subsystems, and run GenSSLCerts as necessary to correct them.

  • Add On Applications - Interaction Recorder is a very complex migration. Review the migrated recorder configuration and change the policies as needed. You might need to check other add-on applications, depending on what you installed.

  • Reports - Audit the CIC reports to ensure that proper historical data is in place. If any custom reports reference CIC tables directly, rework them to fit the new schema.

  • Custom applications - Test custom applications and extensions to ensure compatibility with the new environment.