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Dialer Database Migration Considerations

CIC Database Migration Assistant for Dialer supports Interaction Dialer database migration fully. Best practice recommends that you consider the following:

  • Decide how to handle deleted workflows. You can purge deleted workflows, or you can retain them for other reasons (for example, you may want to run reports on deleted workflows). To prevent or eliminate deleted workfrows from appearing in CIC Database Migration Assistant, remove them from the dialer_config.xml configuration file. For more information on purging deleted workflows, see "Clean Up Deleted Configuration Objects: in the Interaction Dialer's Dialer Tools documentation.

Note: CIC Database Migration Assistant does not require you to purge deleted workflows before you migrate the database. If you do not purge these workflows, the deleted workflows contain Yes in the Deleted column on the Dialer Workflows to Migrate page.

  • Subdivide migration by workflow. If you encounter any issues during migration, subdividing the migration by workflows helps PureConnect Customer Care narrow down which workflow contains the migration issue. To subdivide by workflows, use CIC Database Assistant for Dialer to migrate a single workflow, or a select number of workflows. Repeat this process for the remaining workflows, running CIC Database Assistant for Dialer multiple times until you migrate all workflows.

  • Depending on the filters you select, Dialer data might not migrate. For example, if you select a set of workflows and a date range that don't match. If Dialer data does not migrate, confirm your filter settings and run CIC Database Migration Assistant for Dialer again. If your settings are correct and the data still does not migrate, contact PureConnect Customer Care.

  • Delete workflows that do not contain historical workflow tables. To avoid an error migrating the dialer database if a workflow does not contain any of the historical workflow tables (for example, the Agent Stats or Call History tables), delete workflows that remain in the configuration file.