Interaction Dialer and Migration

Existing Interaction Dialer 2.4/3.0 systems must migrate to Interaction Dialer 4.0 as part of the CIC 2.4/3.0 to 2015 R1 or later migration process.

Interaction Dialer License Upgrades

Obtain the Interaction Dialer 4.0 licenses needed for your site.

Interaction Dialer Migration Requirements

Following are the minimum requirements for Interaction Dialer 2.4/3.0 to 4.0 migrations.

Interaction Dialer Migration Scenarios

The current release of the CIC 2.4/3.0 to CIC 2015 R1 or later migration package supports only one-to-one CIC/ODS server migrations. Multiple CIC/ODS server environments must create a 2015 R1 or later ODS server for each existing 2.4/3.0 CIC/ODS server and migrate the configuration data on a one-to-one basis.

The current release of the CIC 2.4/3.0 to CIC 2015 R1 or later migration package does not support the following Interaction Dialer 2.4/3.0 to 2015 R1 or later migration scenarios:

• Multiple source CIC/ODS servers into a single target CIC/ODS server

• Single source CIC/ODS servers into a multiple target CIC/ODS server

Interaction Dialer Configuration and Database Migration Summary

Existing Interaction Dialer 2.4/3.0 systems must migrate to Interaction Dialer 4.0 as part of the CIC 2.4/3.0 to 2015 R1 or later migration process.

• Interaction Migrator exports and imports Interaction Dialer configuration data along with the CIC configuration. Run Interaction Migrator to migrate the CIC and Dialer configuration on each CIC/ODS server in your implementation.

  • Interaction Migrator sets the Launch Dialer Migration Package Processor server parameter to 1 upon import. Dialer server sets the parameter to 0 upon a successful import or if it is unable to find a dialer_migration.zip file.

  • The migration creates an event log entry to indicate when the package processor started and when the package processor completed. The completed entry indicates that the migration was successful, successful with errors, or failed. If migration includes error or fails, the log entry refers to the trace logs for more details.

• CIC Database Migration Assistant has two modes: one for migrating the CIC database and one for migrating the Interaction Dialer database. First, run CIC Database Migration Assistant to migrate the CIC database. Second, run CIC Database Migration Assistant for Dialer to migrate the Interaction Dialer database.

Interaction Dialer Migration Considerations and Caveats

Following are the Interaction Dialer 2.4/3.0 components that migrate to 2015 R1 or later, the unsupported components in and/or migrated to 2015 R1 or later, and other caveats.

• Interaction Dialer custom configurations, campaigns that reside in active Workflows, Policy Set and Rule Set objects, Email Rules, and Dialer's [Default Connection] migrate.

• Campaigns not contained within an active workflow don't migrate.

• Default configurations (except Dialer's [Default Connection]) don't migrate.

• Reason and Finish Codes translate during the migration into Wrap-up Codes and Wrap-up Categories.

• Paging support is obsolete and, therefore, Pager Rule actions and Policy behaviors don't migrate.

• Workflow rules and actions map to the corresponding campaign rule actions after migration.

Interaction Dialer Migration Documentation

The Interaction Dialer migration is highly integrated in the CIC migration process. As appropriate, the CIC Migration Guide: Installation and Configuration Guide contains:

• References to Interaction Dialer in sections that describe a specific CIC 2.4/3.0 to 2015 R1 or later migration procedure in which the migration includes Interaction Dialer components automatically.

• Interaction Dialer-related sections that describe a specific CIC 2.4/3.0 to 2015 R1 or later migration procedure, containing extra tasks to complete for the Interaction Dialer migration.

• Interaction Dialer-specific sections that describe an Interaction Dialer 2.4/3.0 to 2015 R1 or later only migration procedure.