Before upgrading to latest version of MiCCB MiVoice Analytics

Before upgrading the server installation, read and adhere to the following recommendations:

When upgrading to this latest Version, you may choose to stage your deployment and provision a second Enterprise Server with MiContact Center Business MiVoice Analytics, move clients over in stages, and retain a server that is running the previous release until you are confident that this Version is providing the stability you require. Ensure client software has been updated to the appropriate version. We do not support an older version of a client connecting to a newer release on a server. Certain reports and real-time data may not line up in a co-existence scenario.

For more information, see https://mitel.custhelp.com/app/answers/answer_view/a_ id/1011100/loc/en_US.

If your existing deployment includes Multimedia Contact Center, consult the Mitel Multimedia Contact Center Installation and Deployment Guide for additional considerations for upgrades.

Before upgrading, read the following notes as well as reviewing the notes under "Preparing the server before installation".

CAUTION:

Deleting the hidden .msi install files will result in the failure of upgrades to later versions of MiContact Center BusinessMiVoice Analytics.

Note:
  • The installer alerts you if the available space falls below 60 GB.
  • If you have MiContact Center Business clients that are connected from a remote site, you can program these clients to update from a Remote Server rather than the Enterprise Server. This will reduce traffic across the network. Remote Servers will be prompted with an update by the MiContact Center Updater following the upgrade of the Enterprise Server. The MiContact Center Updater will download the files located in CCM\Websites\CCMWeb\Applications on the Enterprise Server and place them in a virtual directory on the Remote Server with the same name (CCMWeb\Applications). Clients will then update using these files from the Remote Server.
  • Repackaging the Client Component Pack with the MiContact Center Business MiVoice Analytics Redistributable Repackager uses a large amount of processor and memory as the files are zipped into the package. While this will not destabilize the server and interrupt contact center operations, on systems with limited performance overhead it may cause slow performance in Remote Desktop Sessions and for applications being run directly on the server. We recommend you avoid performing additional tasks on the MiContact Center Server until repackaging has completed.
  • We strongly recommend you close Computer Management Console before upgrading, otherwise some files may not update correctly.
  • To view Lifecycle report data from before the upgrade, it is recommended that you re-summarize the data.
  • Microsoft CRM 2007 is not supported with MiContact Center Business. If your IVR Routing workflows contain Execute activities that point to CRM 2007, the preinstall checker will stop the upgrade. Microsoft CRM 2011 and 2013 are supported for use with MiContact Center Business.
  • If you are installing MiContact Center Business on a supported non-English language operating system, you must uninstall the following .NET components:
    • Language Pack for Microsoft .NET Framework 4 Client Profile
    • Language Pack for Microsoft .NET Framework 4 Extended

    Failure to uninstall these components before installing MiContact Center Business may impact IVR Routing and Multimedia Contact Center workflow and subroutine functionality.

  • With Windows Server 2012, .NET 3.5 is a Windows feature, not a redistributable package, and can be installed from the Windows Features management panel.
  • If you configured chat request forms in Version 7.0, your customizations will not be retained after upgrading to current version. For information on customizing the chat request forms, see the Multimedia Contact Center Installation and Deployment Guide.
To upgrade to current Version:
  1. Back up the YourSite database and phone data

    See "Backing up the YourSite database and phone data".

  2. Turn off automatic updates to client computers and remote servers

    See "Turning off automatic updates to client computers and remote servers""Turning off automatic updates to client computers".

  3. Upgrade MiContact Center BusinessMiVoice Analytics

    See "Upgrading to MiContact Center Business current Version"."Upgrading to MiVoice Analytics Current Version"

  4. Restore telephone system and configuration data

    This step is only required if you are performing a side by side migration.

    See "Restoring telephone system and configuration data".

  5. Turn on automatic updates to client computers and remote servers

    See "Turning on automatic updates to client computers and remote servers""Turning on automatic updates to client computers".

Parent topic: Enterprise Server upgrades
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