Upgrading a voice-only system
When upgrading a voice-only system, your current voice organization forms the basis for adding multimedia. The employees, queues, and agent groups within your voice organization are extended to handle multimedia.– in version 7.0 and 7.1 this includes email and chat. Support for SMS was added in version 8.1.
Employees handling inbound interactions for each service organization can be enabled to handle email, chat, SMS, and open media. Agent groups handling interactions for a service organization can be expanded to handle email, chat, SMS, and open media for the same service. Each voice queue representing a service organization will be contained within a Unified Queue Group to which email, chat, SMS, and open media queues are added. The Unified Queue Groups represent each service organization and route any media inbound interaction intended for that particular service.
Unified Queue Groups are optional. You can alternatively use standard queue groups, depending on your business organization and needs.
- Adhere to all pre-upgrade planning notes.
- Ensure all hardware and software specifications are met for the server and clients.
See the MiContact Center Business and MiVoice Analytics System Engineering GuideMiContact Center Business System Engineering Guide for specification details.
- Migrate SQL databases. (Side by side migration method only)
- Back up telephone system and configuration data.
- Install MiContact Center Business version 9.2 on the Enterprise Server.
- Restore telephone system and configuration data.
- Configure the multimedia system: Create mail servers, add email media servers, add chat media servers, add SMS media servers, enable employees for multimedia, define employee Workload, add agent groups and set default login agent group presence, add multimedia queues, create queue groups, modify default inbound, response, and Inqueue workflows, and convert to visual workflow routing.
- Install client applications on employee desktops.