Avaya WFO to Version 11

Release 11.0
Upgrade and Migration Guide

March 2012
© 2003 - 2011 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT
('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION
OF VERINT SYSTEMS INC. OR ITS SUBSIDIARIES. USE OF THE PRODUCT
INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH
HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE AT http://support.avaya.com/LicenseInfo/ ('GENERAL LICENSE
TERMS'). IN THE EVENT OF ANY CONFLICT OR INCONSISTENCY
BETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTEN
AGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCH
EITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA SHALL
GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU
MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN
TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types described
below. The applicable number of licenses and units of capacity for which the
license is granted will be one (1), unless a different number of licenses or units of
capacity is specified in the Documentation or other materials available to End
User. 'Software' means the computer programs in object code, originally licensed
by Avaya and ultimately utilized by End User, whether as stand-alone Products
or pre-installed on Hardware. 'Hardware' means the standard hardware
Products, originally sold by Avaya and ultimately utilized by End User.
License Type(s):
"Channel" means a physical connection between or logical address associated
with a recording device and an audio source.
"Enterprise" means a license to use, without limitation on the number of copies or
users applicable to that End User, that Software within that End User's technical
environment in conjunction with other Software licensed.
"Seat" means the number of uniquely identified work-stations (i) on which the
Software is licensed to be installed, (ii) from or to which the Software will send or
receive data, or (iii) about which the Software generates data. Any one or more of
the foregoing, in the aggregate, applicable to a work-station shall qualify that
work-station as a licensed Seat. Seat licenses are not concurrent, except that
licenses relating to a work-station may be transferred to another work-station so
long as such transfer is on a permanent basis.
"Server" means a license to install the Software on a single central computer
server.
"Site" means a license to use the Software at a physical End User location,
without limitation on the number of copies or users applicable to that physical
End User location.
Copyright:
Except where expressly stated otherwise, the Product is protected by copyright
and other laws respecting proprietary rights. Unauthorized reproduction, transfer,
and or use can be a criminal, as well as a civil, offense under the applicable law.
Third-party Components:
This computer program is protected by U.S. and international copyright laws,
patent laws, and other intellectual property laws and treaties. Unauthorized use,
duplication, publication and distribution of all or any portion of this computer
program are expressly prohibited and will be prosecuted to the maximum extent
provided by law. Your rights in this computer program are limited to the license
rights granted under the license agreement executed by you in hardcopy form (or
if none, by acceptance of the clickwrap terms included with this computer
program). If needed, please contact your vendor for an additional copy of those
terms. All other rights, title and interest are expressly restricted and retained by
Verint Systems, Inc. and its licensors.
Certain open source applications ("Open Source") may be included with this
computer program. For specific ownership information and license rights relating
to those open source applications, please see the "Free and Open Source
Licensing Information" guide ("Guide") provided with your computer program, or
contact your vendor for a copy of that Guide.
A license in each Open Source software application is provided to you in
accordance with the specific license terms specified in the Guide. EXCEPT
WITH REGARD TO ANY WARRANTIES OR OTHER RIGHTS AND
OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU FROM VERINT,
ALL OPEN SOURCE SOFTWARE IS PROVIDED "AS IS'' AND ANY
EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED
TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR
A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE
OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS CONTRIBUTORS BE
LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY,
OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO,
PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED
AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT
LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING
IN ANY WAY OUT OF THE USE OF THE OPEN SOURCE SOFTWARE, EVEN
IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
Certain other software programs or portions thereof included in the Product may
contain software distributed under third party agreements ('Third Party
Components'), which may contain terms that expand or limit rights to use certain
portions of the Product ('Third Party Terms'). Information identifying Third Party
Components and the Third Party Terms that apply to them is available on
Avaya's web site at: http://support.avaya.com/ThirdPartyLicense/. In addition,
this product may contain the ReportNet application from Cognos Corporation. If
so, you are granted a limited for use: (i) by an unlimited number of "Anonymous
Users" to set personal preferences, view, run, schedule and output reports,
subscribe to scheduled reports, create and manage personal folders, and
personalize standard reports, and (ii) by one "Named User" (unless otherwise
specified on this Order) to, in addition to the rights of an Anonymous User, use
the Query Studio module.
Avaya fraud intervention:
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention
Hotline at +1-800-643-2353 for the United States and Canada. Suspected
security vulnerabilities with Avaya Products should be reported to Avaya by
sending mail to: securityalerts@avaya.com
Trademarks:
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in
the United States and/or other countries. Avaya may also have trademark rights
in other terms used herein. References to Avaya include the Nortel Enterprise
business, which was acquired as of December 18, 2009.
All trademarks identified by ®, TM or SM are registered marks, trademarks, and
service marks, respectively, of Avaya Inc. or the property of their respective
owners.
Patents:
The Verint Systems Inc. products are protected by one or more of the following
U.S., European or International Patents: USPN 5,790,798; USPN 6,278,978;
USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN
6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN
6,959,078; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN
7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN
7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN
7,376,735; USPN 7,424,715; USPN 7,424,718; USPN 7,466,816; USPN
7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN
7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422; USPN
7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN
7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN
7,752,043; USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN
7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN
7,801,055; USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN
7,836,171; USPN 7,848,524; USPN 7,853,006; USPN 7,852,994; USPN
7,853,800; USPN 7,853,753; USPN 7,864,946; USPN 7,873,156; USPN
7,881,216; USPN 7,881,471; USPN 7,882,212; USPN 7,882,217; USPN
7,885,813; USPN 7,899,178; USPN 7,899,180; USPN 7,899,176; USPN
7,904,481; USPN 7,903,568; USPN 7,904,325; USPN 7,907,142; USPN
7,913,063; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN
RE41,608; AU 2003214926; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA
2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA
2,628,553; EP 1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077;
DE 833489; FR 833489; GB 833,489; GB 2374249; IE 84821; IE 85519; IL
13532400; NZ 534642; ZL 200520118289.3; ZL 200520118288.9; ZL
200520118287.4; and other provisional rights from one or more of the following
Published U.S. Patent Applications: US 10/061,491; US 10/467,899; US
10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US 11/359,195; US
11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US
11/361,208; US 11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US
11/395,759; US 11/396,062; US 11/428,239; US 11/475,683; US 11/477,124; US
11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US 11/479,899; US
11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US 11/529,946; US
11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US
11/540,320; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US
11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US
11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US
11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US
11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US
11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US
11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US
11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US
12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US
12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US 12/118,792; US
12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US
12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US
12/504,492; US 12/539,640; US 12/608,474; US 12/628,089; US 12/630,030; US
12/684,027; US 12/686,213; US 12/708,558; US 12/725,127; US 12/753,137; US
12/762,402; US 12/768,194; US 12/792,796; US 12/840,227; US 12/840,233; US
12/852,144; US 12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US
12/888,448; US 12/891,620; US 12/915,868; US 12/915,941; US 12/916,006;
US 12/940,508; US 12/942,111; US 12/964,891; US 13/005,996; US 13/008,283;
US 13/011,870; US 13/011,871; US 13/016,998; and other U.S. and International
Patents and Patents Pending.
 Contents

1 Upgrade and Migration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Target Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Backward Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Upgrade Readiness. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Upgrading WFO Systems at Different Deployment Levels . . . . . . . . . . . . . . . . . . . . .6
Backup Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
License Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

2 Workforce Management/Workforce Optimization Upgrade Workflows . . . . . . . . . . . 9

About WFO/WFM Workflow Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Capturing System Module General Settings Screen . . . . . . . . . . . . . . . . . . . . . 10
Workforce Management 7.x/10.x Upgrade to Version 11 . . . . . . . . . . . . . . . . . . . . 12
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3 Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers . . . 15
Preparing to Backup and Restore WFO Databases to Version 11 Data Center Zone Servers . . . . 16
Backing Up & Restoring Databases to Version 11 Data Center Servers . . . . . . . . . . . . . . 16
Backing Up a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Configuring the SQL Server Database’s Data File for Unrestricted Growth . . . . . . . . . . 18
Preparing the Version 11 Data Center Server(s) . . . . . . . . . . . . . . . . . . . . . . . 19
Restoring Databases to Version 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

4 Migrating Integration Server Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

About Migrating Integration Server Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Migrating the Integration Server File in a Single Server Deployment . . . . . . . . . . . . . . . 23
Migrating Integration Server Files in a Distributed Server Deployment . . . . . . . . . . . . . 25
1. Planning for Integration Server Packages (Adapters) . . . . . . . . . . . . . . . . . . . 25
Integration Server Package (Adapter) Destinations . . . . . . . . . . . . . . . . . . . . 25
2. Backing Up and Restoring Integration Server Files . . . . . . . . . . . . . . . . . . . . 26
Managing Integration Server Packages (Adapters) during the Upgrade Process . . . . . . . . . . 28
Deleting Adapters Prior to Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuring Adapter Archive Location Settings (where applicable) . . . . . . . . . . . . . . 29
Adding Adapters to Data Center Zone Integration Servers . . . . . . . . . . . . . . . . . . 29
 Contents

5 Post-Upgrade Configuration Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

About Post-Upgrade Configuration Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Enterprise Configuration: Settings and Server Roles . . . . . . . . . . . . . . . . . . . . . . 32
Adding Management Service Username and Password in Enterprise Settings . . . . . . . . . 32
Configuring Server Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Configuring the Framework Database Server Role Settings . . . . . . . . . . . . . . . . 34
Configuring the Framework Applications Pop-Up Server Address . . . . . . . . . . . . . . 34
WFM: Configuring Allocation Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Scorecards: Creating Custom Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Troubleshooting a Failed Database Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Avaya WFO Upgrade and Migration Guide 4

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

 Chapter 1

Upgrade and Migration

Overview

This chapter provides an overview of Workforce Management (WFM)/Workforce

Optimization (WFO) upgrades and migration.
z Target Versions, page 6
z Upgrade Readiness, page 6
z Upgrading WFO Systems at Different Deployment Levels, page 6
z Backup Procedures, page 7
z Licensing, page 7
Chapter 1 - Upgrade and Migration Overview Target Versions

Target Versions
The target upgrade and migration versions contained in this guide comprise the
following workflows:
z Workforce Management (WFM)/Workforce Optimization (WFO) 7.x,10.x > WFM
V11/WFO V11
NOTE The Workforce Optimization suite includes the Scorecards, Adherence, and
eLearning applications.

z Quality Monitoring 7.x with WFO 7.x, 10.x > WFO V11
For details on these workflows, see Chapter 2 “Workforce Management/Workforce
Optimization Upgrade Workflows”.

Backward Compatibility
The upgrade and migration process is supported only for the previous two major
releases. A system must be successfully running a supported version prior to upgrading
the Avaya WFO to Version 11. If the system is running a version prior to those listed
below, you must first upgrade it to a supported version. Supported versions are:
z WFM/WFO Versions 7.x (which include 7.7.x and 7.8.x), including Scorecards
Versions 7.6, 7.7, and 7.8; and eLearning Versions 7.7 and 7.8.
z WFM/WFO Versions 10.x including Scorecards and eLearning Versions 10.x

Upgrade Readiness
For details on upgrade readiness, refer to the Version 11 Deployment Reference Guides (DRGs),
including the:
z Technology, Security and Network DRG
z WFO and Quality Monitoring 7.x Upgrade DRGs

Upgrading WFO Systems at Different

Deployment Levels
In WFM/WFO upgrades, a distributed deployment (level 2 to 6) requires that integration
service adapter packages be separated according data center they belong to.

Avaya WFO Upgrade and Migration Guide 6

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 1 - Upgrade and Migration Overview Backup Procedures

For a more detailed description of WFO architecture and deployment levels, as well as
data center and site zone servers, see the Avaya WFO Upgrade Deployment Reference
Guide.
NOTE In phased operations for upgrades involving WFO 7.x + Quality Monitoring
7.x to Version 11, multiple sites are upgraded one by one.
For details on these phased operations, see:
z Avaya Quality Monitoring Version 7 and Earlier Upgrade and Migration
Guide

Backup Procedures
The core procedures related to Workforce Management/Workforce Optimization
upgrades is the backup of the WFO/WFM databases and the integration server files prior
to proceeding with and completing installation/upgrade procedures.
For backup details, see Chapter 3 “Backing Up and Restoring WFO Databases to Version
11 Data Center Zone Servers”.

Licensing
With the advent of Version 11, licensing is based on an enterprise licensing model that is
centralized for all applications by Enterprise Manager within the WFO web application.
Customers can have one of the following types of licenses:
z Timed license: The license is valid for specific period, after which it expires. This
type of license is used primarily for demonstration purposes or for deployments with
partners.
z Full license: The license is valid with no expiration.
A license is associated with a unique system key. Licenses are not interchangeable
between systems. If a licensing exception occurs, or a timed license expires, the system
will trigger an alarm. After a grace period, applications associated with the license will
no longer allow access if the license is expired.
In upgrade scenarios, license and product activation occur following the installation and
upgrade of an Enterprise system.
For details on license and product activation, see the chapter on License Activation in
the Avaya Aura WFO Configuration Guide.

License Compatibility
Licenses from earlier WFM/WFO versions (7.x and 10.x) are not supported. For any
Version 11 upgrade and migration, a new license is required.

Avaya WFO Upgrade and Migration Guide 7

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 1 - Upgrade and Migration Overview Licensing

Avaya WFO Upgrade and Migration Guide 8

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

 Chapter 2

Workforce Management/
Workforce Optimization
Upgrade Workflows

This chapter describes the workflow paths for Workforce Management/Workforce

Optimization upgrades and migration to Version 11.
z About WFO/WFM Workflow Paths, page 10
z Before You Begin, page 10
z Workforce Management 7.x/10.x Upgrade to Version 11, page 12
z , page 14
Chapter 2 - Workforce Management/Workforce Optimization Upgrade Workflows About WFO/WFM Workflow Paths

About WFO/WFM Workflow Paths

Workforce Management upgrades to V11 are executed in a single operation, without
gradual upgrade processes, along with full data retention of all applications data.
Hardware is fully reused, and for systems with new hardware no additional servers are
required unless the system is being expanded with additional seats and/or products.
When expanding to Workforce Optimization sites (with Quality Monitoring 7.x), sites are
added gradually as in a new installation, once the Workforce Management/Workforce
Optimization Data Center is upgraded.
NOTE The SR tool is used both for fresh installations and for systems being
upgraded from earlier versions to Version 11.
In upgrade scenarios, the SR tool automatically detects and upgrades
databases and migration scripts.

IMPORTANT Complete steps for each workflow path exactly in the order in which they
are given, otherwise the upgrade may fail.

See:
z Before You Begin, page 10
z Workforce Management 7.x/10.x Upgrade to Version 11, page 12
z , page 14

Before You Begin

For all workflows, you need to note the database retention periods settings used in
earlier versions of the WFM/WFO suite. You can do this by taking a screenshot of the
WFM/WFO Version 7.x/10.x System module’s General Settings screen.
You use the database retention period settings once you’ve upgraded the system and
are configuring the Framework Database server role.

Capturing System Module General Settings Screen

Take a screenshot from the Database Truncation (retention period in months) area
of the System Module > General Settings screen in the earlier version of WFM/WFO
(7.x/10.x). An example of this screen is shown below:

Avaya WFO Upgrade and Migration Guide 10

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 2 - Workforce Management/Workforce Optimization Upgrade Workflows Before You Begin

Following the upgrade to Version 11, you must manually configure these retention
period settings using the Version 11 Enterprise Manager application.

Avaya WFO Upgrade and Migration Guide 11

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 2 - Workforce Management/Workforce Optimization Upgrade WorkflowsWorkforce Management 7.x/10.x Upgrade to

Workforce Management 7.x/10.x Upgrade to

Version 11
Step Process References
#

1 Planning: z Technology, Security and

Identify upgrade requirements, such as hardware, database Network DRG
space, downtime estimates, etc. z WFO, Quality Monitoring 7.x
For Distributed Server Deployments (deployments involving Upgrade DRGs
Deployment Levels 2 to 6), identify the data center zone
servers and site zone servers used in the deployment.
You must do this to determine how iintegration server packages
(adapters) are distributed after installing/upgrading the
servers.

2 Take a screenshot of the Database Truncation (Retention Capturing System Module

period in months) area in WFM/WFO’s 7.x/10.x System > General Settings Screen,
General Settings screen. page 10
You use the information on this screenshot after the upgrade to
populate purging data for the Framework Database server role.

3 Manually back up these databases to the network: Section:

z BPMainDB Backing Up a Database,
page 17
z BPWarehouseDB (for installations with a
Chapter:
Scorecards license)
Chapter 3 “Backing Up and
z CRN_AUDIT Restoring WFO Databases to
Version 11 Data Center Zone
z CRN_CS
Servers”

4 Manually Back Up (copy) Integration Server files for either Chapter:

Single Server or Distributed Server deployments Chapter 4 “Migrating
Integration Server Files”

a. Remove selected adapters from the existing Deleting Adapters Prior to

Integration Server(s) Upgrade, page 28

b. Backup the the Integration server file(s) BPX- Migrating the Integration
Server.xml from the Integration Servers(s) Server File in a Single Server
Deployment, page 23
5 Prepare/rebuild the servers required for the upgrade,
including the Version 11 database (Data Center zone)
server(s).
Note: In a single server deployment, there is no physical
separation between Data Center and Site zone servers.

Avaya WFO Upgrade and Migration Guide 12

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 2 - Workforce Management/Workforce Optimization Upgrade WorkflowsWorkforce Management 7.x/10.x Upgrade to

Step Process References

#

6 Restore the databases you backed up in Step #3 to the Data Section:

Center zone server. Preparing the Version 11
Data Center Server(s),
page 19

7 Using the SR tool, install the upgraded server(s) as you Avaya WFO Installation Guide
would for a fresh installation. Once you have completed
step 5 below, the following occurs:
z The installation automatically upgrades the 7.x/10.x
databases you restored in Step 5.
z The installed component detects that the restored
databases exist in the Data Center zone, and
migration scripts run.
z All data migrates to the Version 11 data schemas.
8 Restore the Integration server file(s) BPX-Server.xml Chapter 4 “Migrating
from the Integration Servers(s) as follows: Integration Server Files”

a. Stop the Integration Server.

b. Do one of the following: Migrating the Integration

Server File in a Single Server
z For a single server deployment, copy the BPX-
Deployment, page 23
Server.xml file to the server.
OR
OR Migrating Integration Server
z For a distributed server deployment, copy the Files in a Distributed Server
appropriate BPX-Server.xml files to the Data Deployment, page 25
Center zone and Site zone integration servers.

c. Restart the Integration Server.

9 Log on to the WFO web application and complete license and Avaya Aura WFO Configuration
product activation. Guide

10 Configure adapters as follows: Managing Integration Server

Packages (Adapters) during
z Configure Archive Settings (where applicable)
the Upgrade Process, page 28
z Configure Workforce Management, Scorecards and
eLearning adapters (as per licensing.

Avaya WFO Upgrade and Migration Guide 13

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 2 - Workforce Management/Workforce Optimization Upgrade Workflows

Step Process References

#

10 Configure the newly upgraded system. To do so, navigate to Configuration tasks are
System Management > Enterprise Management and described in detail in the Avaya
complete the following tasks: Aura WFO Configuration Guide
a. Manually set Management Service username and However, for the following
password on the Enterprise node’s Enterprise Settings numbered items, also refer to
the related sections in
tab.
Chapter 5 “Post-Upgrade
b. Create the installation tree Configuration Tasks” in this
guide:
c. Add Servers Nodes
For (a):
d. Add and configure Servers/Server Clusters
z Adding Management
e. Activate/configure server roles, including configuring Service Username and
purge retention data for the Framework Database Password in Enterprise
server role, and pop-up domain settings for the Settings, page 32
Framework Applications server role.
f. Validate configuration For (e):
z Configuring the
Framework Database
Server Role Settings,
page 34
z Configuring the
Framework Applications
Pop-Up Server Address,
page 34

11 If applicable, complete manual tasks to complete Workforce WFM: Configuring Allocation

Management and Scorecards upgrades. Hours, page 35
Scorecards: Creating
Custom Icons, page 35

Avaya WFO Upgrade and Migration Guide 14

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

 Chapter 3

Backing Up and Restoring

WFO Databases to Version
11 Data Center Zone Servers

This chapter describe the backup and restore procedures for Workforce Management/
Workforce Optimization databases.
z Preparing to Backup and Restore WFO Databases to Version 11 Data Center Zone
Servers, page 16
z Backing Up & Restoring Databases to Version 11 Data Center Servers, page 16
Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Preparing to Backup and

Preparing to Backup and Restore WFO

Databases to Version 11 Data Center Zone
Servers
Due to the hardware requirements for the Data Center zone servers, and because the
Data Center zone is a new logical zone, an upgrade to the Version 11 Data Center is
typically achieved by performing a clean installation of the Data Center on new server
hardware.
IMPORTANT The instructions that follow describe backing up and restoring databases in an
Microsoft SQL server environment.
Migraitons involving an Oracle server environment require full support from our
engineering and IT staff, since each migration will be unique.

Backing Up & Restoring Databases to Version

11 Data Center Servers
The following databases must be backed up:
z BPMAINDB
This database exists when you have one of the Foundation applications installed
(Enterprise Manager, WFM, Scorecard, eLearning, etc.)
z BPWAREHOUSEDB
This database exists only when using Scorecard.
z CRN_AUDIT
z CRN_CS
NOTE It is not necessary to back up the BPWHATIFDB database.

See:

Avaya WFO Upgrade and Migration Guide 16

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Backing Up & Restoring

z Backing Up a Database, page 17

z Preparing the Version 11 Data Center Server(s), page 19
z Restoring Databases to Version 11, page 19

Backing Up a Database
1 Launch SQL Server Management Studio on the database server where the
Enterprise Manager databases reside. Note that for SQL Server 2000, you must use
SQL Server Enterprise Manager.
2 In the tree view, select the database server and then expand the Databases node.
3 Right click the database you need to back up (BPMAINDB, BPWAREHOUSEDB,
CRN_AUDIT, or CRN_CS), and select Tasks > Back Up... from the shortcut menu.
The Back Up Database window displays.
4 Accept all default options for the General properties, except as noted below:
z Use the Destination properties to select a location for the backup. It is strongly
recommended that you do not use the default SQL Server Management Studio
or SQL Server Enterprise Manager location for backing up the databases. For the
recommended location to use for the database backup, coordinate with you
project manager. Ensure the location selected has sufficient space to back up the
databases.
z If you are backing up a database more than once (have to repeat the back up for
some reason), ensure you access the Options properties and select the
Overwrite all existing backup sets option.

5 Complete the procedure Configuring the SQL Server Database’s Data File for
Unrestricted Growth, page 18.
6 To begin the back up, click OK. Wait for the back up to complete.
NOTE Ensure you repeat the preceding procedure for BPMAINDB, BPWAREHOUSEDB,
CRN_AUDIT, CRN_CS.

Avaya WFO Upgrade and Migration Guide 17

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Backing Up & Restoring

Configuring the SQL Server Database’s Data File for

Unrestricted Growth
1 Launch SQL Server Management Studio on the SQL database server.
2 Select the database whose data files you need to configure, and navigate to
Properties.
3 On the left panel, select Files.
4 On the right panel, beside each data file listed under the Logical Name column
(<name>_data>, click the ellipsis (...) button beside each file’s Autogrowth
column.
The Change Autogrowth for <file name> dialog box opens.

5 Under Maximum File Size, select the Unrestricted File Growth option.

Avaya WFO Upgrade and Migration Guide 18

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Backing Up & Restoring

Preparing the Version 11 Data Center Server(s)

Prepare/rebuild the servers required for the upgrade, including the Version 11 database
(Data Center zone) server(s). For details, refer to the Avaya WFO Installation Guide.
NOTE In a single server deployment, there is no physical separation between Data
Center and Site zone servers.

Restoring Databases to Version 11

After backing up the databases, you must restore them on the Version 11 database
server (Data Center zone server). Once the database is restored, the upgrade and
migration process automatically upgrades the database to Version 11.

To restore the databases on the Version 11 database server:

1 Copy the .BAK files you created to the Version 11 database server.
You should have a .BAK for each of the following databases:
NOTE You should have a .BAK for each of the following databases:
z BPMAINDB
z BPWAREHOUSEDB
z CRN_AUDIT
z CRN_CS

2 Launch SQL Server Management Studio on the Version 11 database server.

3 In the tree view, select the Version 11 database server.

Avaya WFO Upgrade and Migration Guide 19

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Backing Up & Restoring

4 Right click the Databases node and select Restore Files and Filegroups... from
the shortcut menu. The Restore Files and Filegroups window displays.

5 In the Source for Restore section, select From Device. Then browse and select a
.BAK file you copied in Step 1.
6 In the Select the backup sets to restore list, select Restore.
7 In the To Database drop-down list, enter the name of the database you are
restoring. For example, BPMAINDB or BPWAREHOUSEDB or CRN_AUDIT.
8 Select the Options page.
9 Use the Restore database files as list to select the permanent location for the
database you are restoring. You must specify a location for each item in the list.

If you are unsure where to store the Enterprise Manager database, check with your
project manager.
10 Click OK. The restore process begins. Wait for it to complete.
NOTE Ensure you repeat the preceding procedure for the BPMAINDB,
BPWAREHOUSEDB, CRN_AUDIT, CRN_CS.

Avaya WFO Upgrade and Migration Guide 20

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 3 - Backing Up and Restoring WFO Databases to Version 11 Data Center Zone Servers Backing Up & Restoring

NOTE The Version 11 data center has already been installed/upgraded, as per the
procedure Preparing the Version 11 Data Center Server(s), page 19.
Thus, once the data restore process completes, the following occurs:
z The installation automatically upgrades the 7.x/10.x databases you
restored.
z The installed component detects that the restored databases exist
in the Data Center zone, and migration scripts run.
z All data migrates to the Version 11 data schemas

11 Using the SR tool, upgrade the server(s) that were prepared in Preparing the
Version 11 Data Center Server(s), page 19; follow the same upgrade procedure as
you would for a fresh installation. For details, see the Enterprise Suite Installation
Guide.
12 Complete the upgrade workflow to which this procedure belongs. For details about
WFM/WFO-related workflows, see Chapter 2 “Workforce Management/Workforce
Optimization Upgrade Workflows”.

Avaya WFO Upgrade and Migration Guide 21

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

 Chapter 4

Migrating Integration Server

Files

This chapter describe how to migrate Workforce Management/Workforce Optimization

integration server packages when upgrading to a Version 11 deployment.
In larger deployments, integration server packages are migrated to more than one Data
Center zones.
z About Migrating Integration Server Files, page 23
z Migrating the Integration Server File in a Single Server Deployment, page 23
z Migrating Integration Server Files in a Distributed Server Deployment, page 25
z Managing Integration Server Packages (Adapters) during the Upgrade Process,
page 28
Chapter 4 - Migrating Integration Server Files About Migrating Integration Server Files

About Migrating Integration Server Files

New in Version 11, integration services are included on each Data Center zone server,
while integration server packages (adapters) are deployed according to the type of
server.
When upgrading from earlier WFM/WFO versions, you must migrate all Integration
Server files (BPX-Server.xml files) used in the earlier version to the appropriate zone
type servers in Version 11.
NOTE For migrations of Version 10 to Version 11, the following items are not
migrated automatically, and need to be dealt with manually:
z SMTP settings from Version 10 to Version 11 must be manually entered.
z Pop-up Domain settings <server name> are not migrated automatically and
must be manually entered in Enterprise Manager. For details, see Configuring
the Framework Applications Pop-Up Server Address, page 34.
z You must remove Version 10 server entries manually from the ISERVER,
LOGSERVER and APPSERVER tables in the BPMAinDB database.

See:
z Migrating the Integration Server File in a Single Server Deployment, page 23
z Migrating Integration Server Files in a Distributed Server Deployment, page 25
z Integration Server Package (Adapter) Destinations, page 25
z Managing Integration Server Packages (Adapters) during the Upgrade Process,
page 28

Migrating the Integration Server File in a

Single Server Deployment
NOTE Single server deployments in Version 11 are referred to as Consolidated
platforms.

1 In the earlier WFM/WFO version (7.x/10x), open the web application to remove:
2 the Internal - Report Dump, Internal - Time Record Auto Close, and the
Generic - AIE - Agent Information Export.
This process is described in Deleting Adapters Prior to Upgrade, page 28.
3 Locate the BPX-Server.xml file found in the <InstallDir>\Integration
Server\FusionExchange folder, and copy the file to a location from which you can
restore it later to the upgraded server.
4 Follow the instructions in the Avaya WFO Installation Guide to rebuild the server or
install a new server, using the SR (installation/upgrade) tool to install the new data

Avaya WFO Upgrade and Migration Guide 23

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Migrating the Integration Server File in a Single Server Deployment

center and upgrade the system with the databases you had backed up (as described
in Chapter 3 “Backing Up and Restoring WFO Databases to Version 11 Data Center
Zone Servers”).
5 Once the installation is complete, do the following:
a. Stop the Integration Servers as follows:
i. On your desktop, click the System Tools icon, then select Open.
ii. On the system tray at the bottom right of your desktop, click Watchdog >
Run to open the Watchdog Control Panel dialog box.

iii. Locate and select the Integration Server, and then click the Stop button.
iv. Close the dialog box.
b. Copy the BPX-Server.xml file you had backed up earlier to the Integration
Server\FusionExchange folder on the Version 11 server.
6 Activate the license and product as described in the Avaya Aura WFO Configuration
Guide.
7 From the Watchdog Control Panel dialog box, restart the Integration Server.
8 If your upgraded system uses CSI or ASCM adapters (for example, adapters such as
Generic - ASCM - Agent Scorecard Metrics) change the report archive location as
required. For details, see Configuring Adapter Archive Location Settings (where
applicable), page 29.
9 Complete the upgrade workflow to which this procedure belongs. For details about
WFM/WFO-related workflows, see Chapter 2 “Workforce Management/Workforce
Optimization Upgrade Workflows”.

Avaya WFO Upgrade and Migration Guide 24

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Migrating Integration Server Files in a Distributed Server Deployment

Migrating Integration Server Files in a

Distributed Server Deployment
Before beginning to migrate the Integration server files, you need to determine the
integration server packages (adapters) location on integration servers in a distributed
deployment.
See:
z 1. Planning for Integration Server Packages (Adapters), page 25
z 2. Backing Up and Restoring Integration Server Files, page 26

1. Planning for Integration Server Packages (Adapters)

1 Identify the servers that in Version 11 will be the Data Center zone servers.
Use the table at Integration Server Package (Adapter) Destinations, page 25 to
determine which adatpers belong to which servers.
2 Remove all Data Center Zone type adapters from each integration server. Refer to
the table Integration Server Package (Adapter) Destinations, page 25 for details on
the Data Center zone adapters.
For details on removing adapters, see Deleting Adapters Prior to Upgrade, page 28.
3 Go to the procedure 2. Backing Up and Restoring Integration Server Files, page 26.

Integration Server Package (Adapter) Destinations

The following table lists the Integration Service Package (adapters) in Version 11, and
the zone type (Data Center or Site) where each adapter should be installed.

Item# Integration Server Package Server Zone

(Adapter) Name

2 eLearning - Flagging QM Interactions Data Center Zone

eLearning - Import Evals, KPIs &
Competency Calculation
eLearning - Import QM Forms

3 Generic Data Center Zones

4 Internal Data Center Zone

Internal - FAgent Information Import from Framework Database Server
V11
Internal - eLearning Time Collection
Internal - Staffing Calculator
Internal - UMT Export
Internal - UMOT Import

Avaya WFO Upgrade and Migration Guide 25

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Migrating Integration Server Files in a Distributed Server Deployment

Item# Integration Server Package Server Zone

(Adapter) Name

5 Internal - Report Dump Data Center Zone

Internal - TIme Record Auto Close Installed by V11 ‘Footprint’ utility.
Internal - Contact Distribution
Internal - Inbox Preferences Validator
Internal - Inbox Preferences Validator
Internal - Inbox Processing
Internal - Speech Data Loader
Internal - Unified User Manager Synch

6 Operations - Data Management Adapter Data Center Zone

Operations - Event File Import Framework Database Server
Operations - Event File Import and
Transform
Operations - WIT Deadline Goal Simulator
Operations - WIT Event FIle Import

7 Scorecards - Adherence Measure Extract Data Center Zone

Scorecards - Calc Engine Framework Database Server
Scorecards - Datawarehouse Sync
Scorecards - Employee KPI Rank Load to
WFM
Scorecards - Forecasting and Scheduling
Measure Extract
Scorecards - Operations Measure Extract
Scorecards - Source Measure import
Scorecards - Source Metadata Import
Scorecards - Speech Source Measure
Import

8 WFO - Auto Publish Schedule Site Zone

WFO - Silent Forecasting and Scheduling

2. Backing Up and Restoring Integration Server Files

1 Locate the BPX-Server.xml files found in the <InstallDir>\Integration
Server\FusionExchange folder on each integration server, and copy the files to a
location from which you can restore them later to the appropriate upgraded servers.
2 Follow the instructions in the Avaya WFO Installation Guide to rebuild the servers or
install new server,s using the SR (installation/upgrade) tool to install the new data
center (s) and upgrade the system with the databases you had backed up (as
described in Chapter 3 “Backing Up and Restoring WFO Databases to Version 11
Data Center Zone Servers”).

Avaya WFO Upgrade and Migration Guide 26

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Migrating Integration Server Files in a Distributed Server Deployment

3 Once the installation is complete, do the following:

a. Stop the Integration Servers as follows:
i. On your desktop, click the System Tools icon, then select Open.
ii. On the system tray at the bottom right of your desktop, click Watchdog >
Run to open the Watchdog Control Panel dialog box.

iii. Locate and select the Integration Server, and then click the Stop button.
iv. Close the dialog box.
b. Copy the BPX-Server.xml files you had backed up earlier to the appropriate
Version 11 Data Center and Site zone Integration servers’ FusionExchange
folders.
4 Activate the license and product as described in the Avaya Aura WFO Configuration
Guide.
5 From the Watchdog Control Panel dialog box, restart the Integration Servers.
6 If your upgraded system uses CSI or ASCM adapters (for example, adapters such as
Generic - ASCM - Agent Scorecard Metrics, Cisco - CSI for IPCC Express, ASCM for
Contact Center) change the report archive location as required. For details, see
Configuring Adapter Archive Location Settings (where applicable), page 29.
7 Access the Data Zone integration server and add and configure adapters for
Workforce Management Operations, Scorecards and/or eLearning, as described in
the procedure Adding Adapters to Data Center Zone Integration Servers, page 29.
8 Complete the upgrade workflow to which this procedure belongs. For details about
WFM/WFO-related workflows, see Chapter 2 “Workforce Management/Workforce
Optimization Upgrade Workflows”.

Avaya WFO Upgrade and Migration Guide 27

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Managing Integration Server Packages (Adapters) during the Upgrade Process

Managing Integration Server Packages

(Adapters) during the Upgrade Process
Prior to backing up the Integration Server file(s) (BPX-Server.xml files) for the system
you are upgrading, you need to delete certain adapters from the system so that the file
is up-to-date when you back it up.
Once you upgrade to the Version 11 servers, and copied the Integration Server file(s) to
the integration server(s), you need to do some additional configuration on the the
adapters in the upgraded system.
See:
z Deleting Adapters Prior to Upgrade, page 28
z Configuring Adapter Archive Location Settings (where applicable), page 29
z Adding Adapters to Data Center Zone Integration Servers, page 29

Deleting Adapters Prior to Upgrade

1 Navigate to System > Integration Servers and, on the Integration Servers
screen, select the integration server whose file you plan to back up and then click
Edit Configuration.
2 Do the following:
a. Under the Integration Packages list on the left panel, select Integration
Server (Root) and click the Workflow tab.
b. On the right panel, in the Selected Packages column, select the adapters you
need to remove as follows:
z If you are doing a single server deployment upgrade, remove the
Internal - Report Dump, Internal - Time Record Auto Close, and
Generic - AIE - Agent Information Export adapters.
OR
z If you are doing a distributed server deployment upgrade, remove all
Data Zone center adapters. For details on which adapters are Data Center
zone adapters, see the table Integration Server Package (Adapter)
Destinations, page 25.
z If you are upgrading a WFO system with Quality Monitoring 7.x, at the end of
the upgrade process, when all sites are upgraded, remove all Quality
Monitoring 7.x-related adapters.
c. Beside the Selected Package column, click the double-left arrows (<<) to
move these items to the Available Packages column.
3 Click Save.

Avaya WFO Upgrade and Migration Guide 28

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Managing Integration Server Packages (Adapters) during the Upgrade Process

Configuring Adapter Archive Location Settings (where

applicable)
1 Open the Version 11 WFO web application, and navigate to the System
Management > Integration Servers > Integration Server screen.
2 Under Integration Packages, select the adapter for which you need to change the
report archive location.
3 Click the Configure tab and on the right panel, under Archive Settings, change
the file location in the Location fields, as required.

Adding Adapters to Data Center Zone Integration Servers

1 Open the Version 11 WFO web application, and navigate to the System
Management > Integration Servers.
2 Select the Version 11 Data Center zone’s Integration server, and click Edit
Configuration.
3 Under the Integration Packages list on the left panel, select Integration Server
(Root) and click the Workflow tab.
4 On the right panel, in the Available Packages column, select the adapters for
Scorecards, Workforce Management Operations and eLearning applications.
NOTE Adapter availability is based on whether you are licensed for Workforce
Management Operations, Scorecards and/or eLearning.

Avaya WFO Upgrade and Migration Guide 29

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 4 - Migrating Integration Server Files Managing Integration Server Packages (Adapters) during the Upgrade Process

5 Click Save.
6 The application adapters appear under the Integration Packages list. Configure
each adapter according to your requirements. For details on configuring these
adapters, refer to the application and adapter documentation found on your
Document Media disk.

Avaya WFO Upgrade and Migration Guide 30

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

 Chapter 5

Post-Upgrade Configuration
Tasks

This chapter describes a number of post-upgrade configuration tasks you must

complete in the new Version 11 WFO web application.
z About Post-Upgrade Configuration Tasks, page 32
z Enterprise Configuration: Settings and Server Roles, page 32
z WFM: Configuring Allocation Hours, page 35
z Scorecards: Creating Custom Icons, page 35
z Troubleshooting a Failed Database Upgrade, page 35
Chapter 5 - Post-Upgrade Configuration Tasks About Post-Upgrade Configuration Tasks

About Post-Upgrade Configuration Tasks

In V11, once you have completed the pre-requisite upgrade tasks described earlier in
this guide, the Installation/Upgrade tool automatically populates most of the information
required for the Version 11 system to run.
However, there are a few post-upgrade tasks you need to perform. You complete these
tasks after you activate the product licenses for Version 11.
See:
z Enterprise Configuration: Settings and Server Roles, page 32
z Configuring Server Roles, page 33
z WFM: Configuring Allocation Hours, page 35
z Scorecards: Creating Custom Icons, page 35
z Troubleshooting a Failed Database Upgrade, page 35

Enterprise Configuration: Settings and Server

Roles
You must complete the following procedures after a WFM/WFO upgrade to Version 11.
See:
z Adding Management Service Username and Password in Enterprise Settings,
page 32
z Configuring Server Roles, page 33

Adding Management Service Username and Password in

Enterprise Settings
If you are upgrading from earlier versions of the suite, the upgrade process does NOT
automatically populate the Management Service Account Username and
Management Service Account Password fields on the Enterprise node’s Enterprise
Settings screen.

Avaya WFO Upgrade and Migration Guide 32

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 5 - Post-Upgrade Configuration Tasks Enterprise Configuration: Settings and Server Roles

To add the username and password to Enterprise Settings

1 After the upgrade process, navigate to System Management > Enterprise
Management > Settings, select the Enterprise Node and click the Enterprise
Settings tab.

2 Scroll down to the Access area, and in the Management Service Account
Username and Management Service Account Password fields, enter the
correct user name and password.

Configuring Server Roles

Before you backed up your databases and integration server files, you took a screenshot
of the Database Truncation (retention period in months) area of the System >
General Settings screen used with the earlier versions of WFO/WFM. This is described
in Capturing System Module General Settings Screen, page 10.
Once the upgrade is complete, you need to configure the Framework Database server
role’s settings with the retention period information on the screenshot.
If necessary, you may also need to change the pop-up server address for the Framework
Database server role.
See:

Avaya WFO Upgrade and Migration Guide 33

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 5 - Post-Upgrade Configuration Tasks Enterprise Configuration: Settings and Server Roles

z Configuring the Framework Database Server Role Settings, page 34

z Configuring the Framework Applications Pop-Up Server Address, page 34

Configuring the Framework Database Server Role Settings

1 Launch the Version 11 WFO web application, and navigate to System
Management > Enterprise Manager > Settings.
2 In the installation hierarchy on the left panel, expand the Data Center zone server
that contains the Framework Database server role, and select Framework
Database.
3 On the right panel, expand the Purging Data area and click the Purging Enabled
check box.
4 Using the screenshot of the Database Truncation (retention period in months)
information you saved prior to the upgrade, enter the number of Retention
(months) for each item in the Purging Data area (such as Report Area,
Timerecord Area, Schedule Area, and the rest.)
5 Click Save when you are finished.
6 Complete validation procedures as described in the Avaya Aura WFO Configuration
Guide.

Configuring the Framework Applications Pop-Up Server

Address
1 Launch the Version 11 WFO web application, and navigate to System
Management > Enterprise Manager > Settings.
2 In the installation hierarchy on the left panel, expand the Data Center zone server
that contains the Framework Applications server role, and select Framework
Applications.
3 On the right panel, under Pop-up server, type the domain address for the Pop-up
server in the Pop-up Domain field.
4 Click Save.
NOTE For large deployments, there may be more than one Applications server in
the Data Center zone, such that Applications server includes the
Framework Applications server role.
For deployments of this size, repeat this procedure for each server that
has the Framework Applications server role.

5 Complete validation procedures as described in the Avaya Aura WFO Configuration

Guide.

Avaya WFO Upgrade and Migration Guide 34

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.

Chapter 5 - Post-Upgrade Configuration Tasks WFM: Configuring Allocation Hours

WFM: Configuring Allocation Hours

Workforce Management Blackout Day and Time Off allocation hour settings for sub-
organizations are not migrated to upgraded Version 11 systems. Only the root
organization allocations are copied.
Following the upgrade, these allocation hours need to be set manually for all
organizations under the root organization.
Any allocation hours set for an organization will then be propagated to its sub-
organizations.
These settings can be configured in the Version 11 WFO web application as follows:
z To configure Blackout Day Settings, navigate to Organization Management >
Organizations > Special Days.
z To configure Time Off settings, navigate to Organization Management >
Request Management > Time Off Pools.
For more details on these features and how to configure them, see the Workforce
Management Administration Guide.

Scorecards: Creating Custom Icons

During the upgrade process, any custom icons you had created for earlier versions of
Scorecards are not migrated with other Scorecards data to Version 11.
In Version 11, you need to recreate your custom icons. For details on this procedure,
see the section on customizing scorecards in the Scorecards Administration Guide.

NOTE The custom score card feature in Version 11 is only available if you have a
license for Advanced Scorecards.

Troubleshooting a Failed Database Upgrade

If a database upgrade fails, you must restore the databases you had originally backed
up, as described in Chapter 3 “Backing Up and Restoring WFO Databases to Version 11
Data Center Zone Servers”.
Once you restore the backed up database, start the whole upgrade procedure from the
beginning as described in this guide.
The upgrade cannot be continued from the failed state on the same database, since
there is no upgrade rollback feature built into the upgrade process.

Avaya WFO Upgrade and Migration Guide 35

© 2011 Verint Systems Inc. All Rights Reserved Worldwide.