May 18, 2016 - of migrating your ShoreTel 13.x/14.x system to ShoreTel Connect ONSITE ... Upgrade Windows Server to 64-B
ShoreTel Connect ONSITE Migration Notes May 18, 2016 The following sections detail considerations and steps you must make before and during the process of migrating your ShoreTel 13.x/14.x system to ShoreTel Connect ONSITE as well as migrating ShoreTel Mobility 8.0 to ShoreTel Connect Mobility and/or migrating ShoreTel Enterprise Contact Center 9.0 to ShoreTel Connect ONSITE Contact Center. Refer to the following sections for migration details: Non-Negotiable Steps ................................................................................................................ 2 Important Considerations ........................................................................................................... 2 Minimum Space Requirements ........................................................................................... 2 Licenses.............................................................................................................................. 3 Password Considerations ................................................................................................... 3 Phone Authentication Considerations................................................................................. 4 Conference Bridge Considerations ..................................................................................... 4 Enhanced Mobility Extension Considerations..................................................................... 5 Upgrade Windows Server to 64-Bit Operating System....................................................... 7 Run the Compatibility Checker ........................................................................................... 7 Archive Current Software Installations................................................................................ 7 ShoreTel Communicator Considerations ............................................................................ 8 Upgrade ShoreTel PBX to ShoreTel Connect ............................................................................ 8 Remove Custom Views....................................................................................................... 8 Back Up Data...................................................................................................................... 8 Disable Active Directory (AD) Integration Before Upgrade ................................................. 9 Disable Distributed Databases.......................................................................................... 10 Run the ShoreTel Connect Installer .................................................................................. 10 Run the ShoreTel Connect Installer .................................................................................. 10 Restore Databases ........................................................................................................... 11 Uninstall ShoreTel Communicator..................................................................................... 16 Install ShoreTel Connect Client......................................................................................... 16 Upgrade ShoreTel Enterprise Contact Center 9.0.................................................................... 21 Back Up Data.................................................................................................................... 21 Install Remote Server Software & ShoreTel Connect Contact Center .............................. 21 Reboot the ShoreTel Connect Contact Center System..................................................... 22 Important Considerations.................................................................................................. 22 Upgrade ShoreTel Mobility 8.0 ................................................................................................. 26 Back Up ............................................................................................................................ 26 Install the ShoreTel Connect Mobility 9.0 Image on the SMR........................................... 26 IM Server Considerations ................................................................................................. 26 Group Considerations ....................................................................................................... 26 User Considerations ......................................................................................................... 26 ShoreTel Directory Set Up ................................................................................................ 27 Upgrade the ShoreTel Mobility Clients.............................................................................. 28
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Migration Notes
ShoreTel Connect
Non-Negotiable Steps The following steps MUST be performed before beginning the migration - do NOT disregard these steps.
Migrate to a 64-bit operating system. Refer to Upgrade Windows Server to 64-Bit Operating System on page 7.
Configure switch FTP ports. Refer to Switch Configuration Prerequisites on page 7.
Back up all databases. Refer to Back Up Data on page 8.
On your ShoreTel 13.x/14.x PBX, disable active directory (AD) before you begin the migration process. Refer to Disable Active Directory (AD) Integration Before Upgrade on page 9.
Important Considerations Refer to the following sections for prerequisite information that must be considered before proceeding with the upgrade. WARNING! This upgrade process must be performed in lock step. If you use ShoreTel Mobility and/or ShoreTel Enterprise Contact Center, you must upgrade these systems and the related client applications, such as ShoreTel Contact Center Supervisor applications and ShoreTel Mobility Client, in addition to upgrading ShoreTel 13.x/14.x. Also, you must upgrade all systems and clients in the same maintenance window. Upgrade the PBX system and clients before you upgrade Mobility and/or ECC systems and clients.
Note ShoreTel recommends that you attend available ShoreTel Connect, ShoreTel Connect Contact Center, and ShoreTel Connect Mobility courses and thoroughly read all available preparation documentation, such as release notes, build notes, and these migration notes.
Minimum Space Requirements The system on which you install ShoreTel Connect must have at least 30GB of free disk space.
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Migration Notes
ShoreTel Connect
Licenses Ensure that all ShoreTel systems you are upgrading have current licenses that are in compliance. All licenses and related functionality already installed on the ST 14.2 system are carried over to ShoreTel Connect. If you are a licensed Personal Access user, be aware that the softphone and video features of the ShoreTel Connect desktop client are provided in no-charge upgrade SKU 30159. WARNING! You must purchase the no-charge upgrade SKU 30159 to use the desktop client without entering the 45-day trial period and being subjected to lockout at the end of the trial period. Additional ShoreTel Connect features are provided in bundles and licensed individually. Note Please be aware that migrating to ShoreTel Connect from ShoreTel 14.2 does not equate to migrating to a ShoreTel Connect bundle. Only those applications and features that were licensed in ShoreTel 14.2 are activated after migrating to ShoreTel Connect with the exception of the softphone and video client features. To take advantage of ShoreTel Connect bundling and pricing advantages to add functionality beyond what you already had licensed in ShoreTel 14.2, contact your ShoreTel representative about ShoreTel Connect ONSITE license bundles, related upgrades, and a la carte ordering.
Password Considerations The following sections include information about changes in password handling in ShoreTel Connect.
Password Strength Beginning with ShoreTel Connect, password strength requirements are significantly more strict to help protect your PBX system. Upon first login on the ShoreTel Connect system or on the ShoreTel Connect Contact Center system, you may be prompted to change your password or get an indication that your password has expired. This is likely due to the existing passwords that migrated over to the new system not meeting strength requirements. Follow prompts to reset passwords. Refer to the Configuring the Password Policy section in the ShoreTel Connect System Administration Guide for information about creating strong passwords.
Encryption on the ShoreTel Connect PBX In ShoreTel 14.x and earlier, user passwords were stored in the GUIPassword field in the configuration database. Starting with ShoreTel Connect, user passwords are stored as follows: 1. When an administrator resets a user’s password in the Client password field on the Administration > Users > Users page in ShoreTel Connect Director, the password is stored in the GUIPassword field in the configuration database.
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Migration Notes
ShoreTel Connect
2. When the user logs in for the first time using this password, the password is then encrypted and stored in the GUIPasswordBCrypt field in the configuration database, and the password is cleared from the GUIPassword field. Administrators must reset user passwords in ShoreTel Connect Director rather than directly modifying the configuration database.
Conference Bridge Considerations Refer to the following sections for important considerations regarding ShoreTel Service Appliances and conferencing.
Certificates and Upgrading to ShoreTel Connect Build 21.73.4710.0 If you are using a global URL and self-signed certificates on your ShoreTel Service Appliance, you must re-generate self-signed certificates for your appliance after upgrading to ShoreTel Connect build 21.73.4710.0 to successfully create conferences. Complete the following steps to regenerate self-signed certificates for the service appliance: 1. Complete the following steps to disable HTTPS for the service appliance: a. Launch ShoreTel Connect Director with administrative privileges. b. Navigate to Administration > Appliances/Servers > Platform Equipment. c. On the list pane, click the service appliance for which you want to configure HTTPS, and then click the HTTPS tab. d. Select the service appliance in the Disable HTTPS on the following service appliance dropdown list, and click Go. 2. Use PuTTYgen to access the service appliance, and navigate to the /cf/certs directory on the device. 3. Delete the following files:
ucb_server.key
ucb_ca_cert.crt
ucb_ssl_cert.crt
4. Complete the following steps to enable HTTPS for your service appliance: a. Launch ShoreTel Connect Director with administrative privileges. b. Navigate to Administration > Appliances/Servers > Platform Equipment. c. On the list pane, click the service appliance for which you want to configure HTTPS, and then click the HTTPS tab. d. Select the service appliance in the Enable HTTPS on the following service appliance dropdown list, and click Go.
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5. Use PuTTYgen to access the service appliance and ensure that files you deleted in step _ are recreated in the /cf/certs directory.
Recordings The update to ShoreTel Connect Beta Phase 2b includes a change in the conference bridge that does not migrate current recordings, and you must archive any recordings you want to keep. Complete the following steps to preserve previous conference recordings, you must archive them on a per-user basis: 1. Open a browser, navigate to the web conference bridge, and log in. 2. Navigate to the My Conferences tab. 3. Select the conference recording you want to download, and then click the appropriate download option. 4. Repeat these steps for each conference recording you want to archive.
Enhanced Mobility Extension Considerations While the migration to ShoreTel Connect in combination with the migration to ShoreTel Connect Mobility Router 9.0 does not change user details such as the enhanced mobility extension or the client username, be aware that modifying any other part of the enhanced mobility user’s record in ShoreTel Connect Director will modify the mobility application number configured for the user. This modification will invalidate the SIP registration for the enhanced mobility user. When the SIP registration is invalidated, the enhanced mobility user will not be able to use the mobility application on his or her device. To work around this issue, the administrator must modify the client username in the ShoreTel Connect Mobility Router. Also, be aware that when you create a new enhanced mobility user record in ShoreTel Connect Director, the client username is appended with an underscore and two or three random digits. For example, the client username for a new enhanced mobility user might be Bob_Smith__xxx or Bob_Smith__xx.
Switch Considerations Using SSH to access utilities on ST-generation switches, which are listed below, requires use of the hq_rsa key. Refer to the SSH Access for Utilities section of the ShoreTel Connect Maintenance Guide for more information about generating and using this key.
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Migration Notes
ShoreTel Connect
ST-generation switches include the following:
ST24A
ST48A
ST50A
ST100A
ST100DA
ST200
ST500
ST1D
ST2D
Deprecated Features Refer to the following sections for information about features that have been deprecated in ShoreTel Connect.
Support of Third-Party IM Servers and Conference Bridges With ShoreTel Connect, only ShoreTel Service Appliances (SA-100, SA-400, and virtual service appliance) are supported for IM and conferencing. Users assigned to any third-party IM servers or conference bridges, such as Microsoft Lync, Microsoft OCS, or ShoreTel Converged Conferencing in ShoreTel 13.x/14.x will be unassigned from those devices during the upgrade to ShoreTel Connect. The compatibility checker will display a warning about these assignments being removed. ShoreTel recommends that administrators note the users assigned to these devices prior to upgrade to simplify the process of assigning those users to ShoreTel Service Appliances after upgrade. Refer to Run the Compatibility Checker on page 7 for information about using the compatibility checker prior to migrating to ShoreTel Connect.
ShoreTel PBX Client The following operator features are not available in the ShoreTel Connect client:
Drag and drop call handling
Extension monitoring to determine extension status prior to transfer
Docking the client screen
Placing a call to 100+ users simultaneously — You can now place a call to 4 to 6 users simultaneously without scrolling, but you must scroll to select more than 6 users.
Viewing more than 10 contacts at a time in the client window
Viewing DNIS and other call details, such as the length of the call
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Contact Center Agent Toolbar is replaced by the ShoreTel Interaction Center web application. Interaction Center does not integrate with the ShoreTel Connect client. Agents will handle non-ACD calls in the ShoreTel Connect client and ACD calls in the Interaction Center.
Mobility The ShoreTel Mobility client video feature no longer works with the ShoreTel Connect client on the desktop; you cannot make a video call between these two client applications. SIP TLS and SRTP protocols are not supported for ShoreTel Mobility.
Upgrade Windows Server to 64-Bit Operating System You must have your ShoreTel system backed up and migrated to a 64-bit server prior to upgrading to ShoreTel Connect. Prior to upgrading the operating system, you must reconfigure the FTP ports on any half-width switches that are part of the system you are upgrading to a 64-bit operating system.
Switch Configuration Prerequisites When migrating from a 32-bit Windows Server to a 64-bit Windows server, you must reconfigure FTP ports on any half-width switches that are included in the migration. 1. Telnet or SSH to the half-width switch. 2. Go to Shell by typing gotoshell. 3. Enter the command uboot_update on the CLI. 4. Exit the shell by typing exit. 5. Select option 4 from the STCLI to reboot the switch. 6. Verify the uBoot version in Diagnostics and Monitoring.
Upgrade the 32-bit Windows Server to 64-bit Refer to the Migrating from a 32-bit Windows Server to a 64-bit Windows Server section of the ShoreTel Connect Planning and Installation Guide for details on this procedure.
Run the Compatibility Checker Before you archive your current software installations, run the compatibility checker located in the Tools folder located in the ShoreTel Connect installation location, and correct any errors found.
Archive Current Software Installations Archive all current system and client software versions before proceeding with the upgrade.
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Migration Notes
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ShoreTel Communicator Considerations IM Considerations Before upgrading the ShoreTel PBX to ShoreTel Connect, configure all Mobility users who will be using ShoreTel Mobility client 9.0 to have their IM configuration changed to a collaboration appliance (SA100 or SA-400) in ShoreTel 13.x/14.x Director.
Favorites If you have created a Favorites group in ShoreTel Communicator, rename this group before migrating to ShoreTel Connect. ShoreTel Connect client contains a Favorites group at install, and if you have not renamed your Favorites group in Communicator prior to upgrade, you may lose that data.
Upgrade ShoreTel PBX to ShoreTel Connect Refer to the following sections for information and procedures to follow for the upgrade.
Remove Custom Views Due to the schema change between MySQL 5.1 and MySQL 5.6, you must remove any customizations you defined for your CDR and restore the CDR to the default configuration before migrating. After migration, you can reimplement the customizations.
Back Up Data Back up the following items to prevent data loss in the event that the installation process encounters a rollback; rolling back might alter data.
CDR — The CDR must be backed up prior to beginning the upgrade process. The upgrade to ShoreTel Connect includes an offline CDR migration that runs in the background once the installation is complete. Refer to CDR Offline Migration on page 11.
Archive CDR — Refer to Backing up the Archive CDR Locally on page 9 for details about backing up the archive CDR.
Configuration data
Shoreline data folder
ShoreWare web bridge database
ShoreWare monitoring database
All DVS, collaboration appliances (SA-100/400), and voice mailboxes
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Migration Notes
ShoreTel Connect
Backing up the Archive CDR Locally Note Throughout this section, information shown inside is variable depending on information you define for your system. Complete the following steps to back up a local archive CDR: 1. Back up the archive CDR server using one of the following methods: a. Navigate to \Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples, and make a copy of the BackupCDR.bat file. Modify the file name of the copied batch file. Modify the contents of the file to change shorewarecdrdump to the appropriate archive database name, and modify the name of the resulting SQL file. Run the new batch file from the command line to create \.sql where information shown in is variable depending on your system setup and the file name you created for the archive database. b. Run a backup using SQLyog: Select the database you created in 1a above, right-click the database name, and select Backup/Export > Backup DB as SQL dump.
Backing up the Archive CDR on a Secondary Server Note Throughout this section, information shown inside is variable depending on information you define for your system. Complete the following steps to back up an archive CDR that is stored on a secondary server: 1. Back up the archive CDR server using one of the following methods: a. Navigate to \Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples, and make a copy of BackupCDR.bat. Modify the file name of the copied batch file. Modify the contents of the file to change shorewarecdrdump to the appropriate archive database name, and modify the name of the resulting SQL file. Run the new batch file from the command line to create \.sql. b. Run a backup using SQLyog: Select the remotecdrarchive DB, right-click the database name, and select Backup/Export > Backup DB as SQL dump.
Disable Active Directory (AD) Integration Before Upgrade You must disable AD integration in ShoreTel 13.x/14.x prior to upgrading to ShoreTel Connect ONSITE. Complete the following steps to disable AD integration:
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Migration Notes
ShoreTel Connect
1. Launch ShoreTel 13.x/14.x Director. 2. Navigate to Administration > System Parameters > Other. 3. Deselect Enable AD Integration. 4. Click Save. Tip If you are not planning to restore databases after the installation complete, you must manually reenable AD integration.
Disable Distributed Databases Disable distributed databases before upgrade to prevent sync errors that may prevent the upgrade.Complete the following steps to disable distributed databases: 1. Launch ShoreTel 13.x/14.x Director. 2. Navigate to Administration > Application Servers > HQ/DVS. 3. Select the appropriate DVS or VMB, and in the edit page, deselect Enable Local Database. 4. Click Save.
Run the ShoreTel Connect Installer Refer to the ShoreTel Connect Planning and Installation Guide for detailed instructions for installing ShoreTel Connect. Install ShoreTel Connect in the following order: 1. Upgrade headquarters. 2. Reboot headquarters. 3. Upgrade all DVSes on the system. 4. Reboot all DVSes. 5. Upgrade switches. 6. Upgrade collaboration appliances. 7. Upgrade IP phones.
Upgrade Appliances Be aware that selecting the checkbox to apply an upgrade to all appliances in the Maintenance > Status and Maintenance > Appliances page selects only the appliances on that page. If you want to upgrade more appliances than those shown on a page, you must manually select additional appliances on subsequent pages.
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Migration Notes
ShoreTel Connect
CDR Offline Migration Due to the schema change between MySQL 5.1 and MySQL 5.6, the ShoreTel Connect installer prompts you to take a back up of your CDR prior to beginning the upgrade. To streamline the process of upgrading the CDR with these schema changes, the ShoreTel Connect installer includes an offline CDR migration that runs in the background after the ShoreTel Connect installation is complete. You can view the progress in the ShoreTel Connect Director Diagnostics and Monitoring page once the installation has completed. Once the installation of ShoreTel Connect is complete and while the CDR offline migration process is running, you will be able to report against the new CDR data that is accumulated while the PBX is running, but you will not be able to report against the old CDR data. You can view the status of the CDR Offline migration in the Maintenance > Status and Maintenance > Servers page of ShoreTel Connect Director when you select the HQ server. Notes
If the CDR offline migration fails, the system cannot be upgraded or patched. This migration must be completed successfully and temporary migration services (cDR UPG and CDR migration-UPG) must be deleted prior to applying any patches or hot fixes. These services are deleted automatically upon the successful completion of the CDR offline migration. If the migration does not complete successfully, contact ShoreTel for assistance. If the CDR offline migration process continues beyond midnight, no data will be archived for the day in which the migration process began. In this scenario, archive will resume at midnight the day after the migration began.
Restore Databases In general, to restore databases, stop all services except for MySQL, and then use MySQL command lines and batch files to restore databases. After restoring databases, restart services and check the status in the servers page of ShoreTel Connect Diagnostics and Monitoring. Restoring databases re-enables AD integration if you previously had it enabled. Refer to the sections below for specific information about restoring archive databases locally and remotely.
Restore the Local CDR Archive 1. After the ShoreTel Connect installation is complete, you must verify that the Archive.ini file is located at \Shoreline Communications\ShoreWare Server. 2. Open a command prompt, and enter the following commands to create an archive database: cd “\Shoreline Communications\Shoreware Server” MakeCDRArchive.exe -d
is the name of the archive database to be created, such as "CDRArchive."
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If the archive process is successful, this step creates a new CDR database, which you can view in SQLYog. 3. Complete one of the following steps to restore the archive data dump created in Backing up the Archive CDR Locally on page 9:
Open a command prompt on the headquarters server, and enter the following command to restore the database: cd “\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples” restoreCDR -r
Use SQLyog to restore the database: Select the archive database, right-click, and select Restore from SQL Dump. Select the file created in Backing up the Archive CDR Locally on page 9, and then click on Execute
4. To upgrade the restored version of the database to the new schema, open a command prompt, and enter the following commands to create an archive database: cd “\Shoreline Communications\Shoreware Server” MakeCDRArchive.exe -d
5. When you have completed these steps to restore the archive database, run any reports you have configured for the headquarters and archive servers, and check the reports for accuracy.
CDR Archive on the Secondary Server 1. After the ShoreTel Connect installation is complete and the headquarters server restarts, uninstall MySQL 5.1 and ODBC drivers on the secondary archive server using the Control Panel. 2. Check \MySQL\MySQL Server 5.1\data\ to verify that there are no MySQL folders remaining after the uninstall is complete. If there are folders or files in this location, delete them. 3. On the secondary server, create a directory called \Shoreline Communications\ShoreWareServer\MySQLCDR\MySQL Server.
Install MySQL5.6 (64 bit) on the Secondary Server 1. Start the installation process, selecting a custom installation, and click Next to navigate the wizard. 2. Complete the Path Conflicts screen: a. Specify the path you created in step 3 above as the location where MySQL Community Server 5.6.25 is to be installed. b. Click Next. 3. Click Execute in the Installation screen.
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4. Complete the Type and Networking screen: a. Select Development Machine in Config Type, and enter 4309 in Port Number. TCP/IP and Open Firewall port for network access are enabled by default. a. Click Next. 5. Complete the Accounts and Roles screen: a. Enter shorewaredba as the MySQL Root Password and Repeat Password in the Accounts and Roles screen. b. Click Next. 6. Complete the Windows Service screen: a. Select Configure MySQL Server as a Windows Service. b. Enter MYSQL in Windows Service Name. c. Select Start the MySQL Server at System Startup. d. Click Next. 7. Click Execute in the Complete the Apply Server Configuration screen. 8. Click Finish.
Install and Verify the ODBC 5.3.4 (32-bit) Driver You must install this 32-bit ODBC driver because the MakeCDRArchive is a 32-bit application. Install the driver, taking all the defaults as you navigate through the installer. When installation is complete, view the ODBC driver version in the registry editor to verify that the 5.3.4 version is installed.
Configure the Archive on the Secondary Server The secondary archive server is a 64-bit Windows server. You specify the IP address and other information for this server in the Reports > Options page in ShoreTel Connect Director on the Headquarters server. 1. Back up the contents of \Shoreline Communications\ShoreWare Server\MySQLCDR\MySQL Server. 2. Back up the \Shoreline Communications\ShoreWare Server\MySQLCDR\MySQL Server\Data[ib_logfile*] to a safe location, such as \MySQL_backup. 3. Click Start > Administrative Tools > Services > MySQL. 4. Select Stop the service, and then verify that the MySQL service status is blank. 5. Verify that the following two files have their parameters set the same way:
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File on headquarters server: \Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples\archive_MySQL_my.ini
File on the secondary server file: \Shoreline Communications\ShoreWare Server\MySQLCDR\MySQL Server\my.ini.
Parameter settings should have the following values:
mysql default-character-set = utf8
mysqld character-set-server = utf8
tmp_table_size = 30M
key_buffer_size = 2M
read_buffer_size = 2M
read_rnd_buffer_size = 2M
sort_buffer_size = 2M
innodb_additional_mem_pool_size = 2M
innodb_flush_log_at_trx_commit = 0
innodb_log_buffer_size = 5M
innodb_buffer_pool_size = 150M
innodb_log_file_size = 24M
default-storage-engine = INNODB
6. Delete the \MySQL\MySQL Server 5.6\Dat\ ib_logfile* file where the asterisk represents a wildcard. 7. In the \MySQL\MySQL Server 5.6\my.ini file, verify that the innodb_flush_log_at_trx_commit value is set to zero (innodb_flush_log_at_trx_commit=0). If this value is not set to zero, the archiving write operation will be very slow. 8. Click Start > Administrative Tools > Services > MySQL. 9. Select Start the service, and then verify that the MySQL service comes back up. 10. In SQLYog, add a new connection with the following credentials and port setting:
User — root
Password — shorewaredba
Port — 4309
Create an Archive CDR on the Secondary Server Complete the following steps to create a CDR archive on the secondary server:
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Migration Notes
ShoreTel Connect
1. Copy the following files from the headquarters server, and paste them into \Shoreline Communications\ShoreWare Server on the secondary server:
MakeCDR.dll
MakeCDR.sql
MakeCDR_sp.sql
MakeCDRArchive.exe
2. Copy the archive.ini file from headquarters server to the \Shoreline Communications\ShoreWare Server\MySQLCDR\MySQL Server directory on the secondary server. 3. Edit the archive.ini file to have correct MySQL version. 4. Open a command prompt, and enter the following commands to create an archive database: cd “\Shoreline Communications\Shoreware Server\MySQLCDR\MySQL” MakeCDRArchive.exe -d
is the name of the archive database to be created, such as "RemoteCDRArchive." 5. To verify the creation of the database, open SQLYog and check the list on the left panel. 6. Complete one of the following steps to restore the archive data dump created on the headquarters server in step 1 in Backing up the Archive CDR Locally on page 9: a. Copy restoreCDR from the headquarters server to \Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples on the secondary server. Modify restoreCDR to change the name of the database to be restored to the name of the archive database, and then change the name of the file to same as was created in Backing up the Archive CDR on a Secondary Server on page 9. b. Open a command prompt on the secondary server, and enter the following command to restore the remotearchive database: cd “\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server\Examples” restoreCDR -r
c. Use SQLyog to restore the database: Select the remote archive database, right-click, and select restore from SQL Dump. Select the file you created in step 1 of the Backing up the Archive CDR on a Secondary Server section, and then click Execute 7. To upgrade the restored version of the database to the new schema, open a command prompt, and enter the following commands to create an archive database: cd “\Shoreline Communications\Shoreware Server” MakeCDRArchive.exe -d
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Migration Notes
ShoreTel Connect
8. When you have completed these steps to restore the archive database, run any reports you have configured for the headquarters and archive servers, and check the reports for accuracy. Be aware that restoring the archive database may be a lengthy process. You may not have access to reports until the restoration process is complete.
Enable Distributed Databases Complete the following steps to enable distributed databases in ShoreTel Connect Director: 1. Launch ShoreTel Connect Director. 2. Navigate to Administration > Appliances/Servers > Platform Equipment. 3. Select the appropriate DVS or VMB, and in the General tab, select Enable Local Database. 4. Click Save.
Uninstall ShoreTel Communicator ShoreTel Communicator is not compatible with ShoreTel Connect and is replaced by the ShoreTel Connect client. Administrators must coordinate the process of uninstalling ShoreTel Communicator on all client systems.
Install ShoreTel Connect Client Note The path to access the client installer is now :\Program Files (x86)\Shoreline Communications\ShoreWare Server\ShoreWare Resources\ClientInstall. The installer will detect whether the operating system is Mac or Windows and prompt for the correct installer. The previous path, /shoreware/clientInstall, is no longer valid. The ShoreTel Connect client replaces ShoreTel Communicator. Administrators must verify that ShoreTel Communicator is uninstalled from all client systems, and then coordinate the installation of ShoreTel Connect client on all client systems. Administrators, refer to communication from ShoreTel for information about how to distribute and install the ShoreTel Connect client on user systems.
Known Issues This section includes known issues with the ShoreTel Connect client.
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Feature Deltas Tip Be aware that personal call routing rules you defined in ShoreTel Communicator will migrate to ShoreTel Connect client, but they may not work as you expect. The following table itemizes the feature deltas between ShoreTel Communicator and ShoreTel Connect client. Feature
ShoreTel Connect client
ShoreTel Communicator
Favorites Viewing Users Click the People tab on the dashboard.
Use the Directory Viewer.
Create a new group
Contacts can be grouped in the Contacts window. Grouping helps you organize and find your contacts.
Click People > Groups, and then click New Group at the bottom of the second pane. Click and drag names from the People list to a group. It is also possible to:
Enter a contact name in the Search field on the People tab.
Move contacts between groups by rightclicking a contact and clicking Add to Group > (group-name).
1. Right-click in the Contacts pane, and click Add Group. 2. Enter the group name in the Add Contact Group field, and click OK. 3. Select a contact, and drag to the new group.
Filter by group To filter by group, click People, and select the group from the drop-down list.
Filtering by group is not supported. To see the contacts in a group, click the + icon for a group.
Recent
The Recent tab displays all incoming calls, outgoing calls, IMs, and voicemail.
The History window displays all incoming calls, outgoing calls, and voicemail.
1:1 Instant Messaging
ShoreTel Connect client supports IM with collaboration appliance (SA-100 or SA-400). To send an IM to a contact:
ShoreTel Communicator supports IM with collaboration appliance (SA-100 or SA-400) & Microsoft OCS or Lync.
1. Click the People tab on the dashboard.
An IM can be sent in many ways.
The second pane is displayed. 2. Click the contact to whom you want to send the IM. The third pane is displayed. 3. Enter your message in the IM input field at the bottom of the third pane.
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Feature
ShoreTel Connect client
ShoreTel Communicator
LinkedIn
You can select your profile picture from LinkedIn.
This feature is not supported.
Exchange pictures
You can display pictures from Microsoft Exchange 2013 and later.
This feature is not supported.
Call Routing
In the ShoreTel Connect client, navigate to ShoreTel > Settings > Call Routing > Availability Routing to define your call handling state.
You can define how calls to your specified device are routed: 1. Click Tools > Options The Options and Preferences dialog box is displayed. 2. Navigate to the appropriate settings in one of the following ways:
Wallpaper, Ring tone, and Sound
Events
To configure the wallpaper and ring tone, click Preferences > Deskphone. You can also set the language for desk phone and voicemail menu.
To configure the sound for notifications, click Preferences > Notifications > Sounds.
To configure email alerts for voicemail, click Preferences > Notifications > Voicemail.
To configure notifications for incoming calls, IMs, or voicemails, click Preferences > Notifications > Popup.
To create a meeting request, click Events > +New Event.
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Navigate to My Phones > Incoming Call Routing. Navigate to Call Handling Mode and then selecting the appropriate state.
To configure the wallpaper and ring tone, click Tools > Options The Options and Preferences dialog box is displayed. Navigate to Telephony, and set the wallpaper and ringtone.
To configure the sound, click Tools > Options The Options and Preferences dialog box is displayed. Navigate to Sounds, and set the sound.
To create a new meeting event, click Windows > Conference Web Portal.
Migration Notes
ShoreTel Connect
Feature
ShoreTel Connect client
ShoreTel Communicator
Managing Received Voicemail Messages
To manage received voicemail messages:
All voicemails are managed from the Voice Mail Viewer.
1. Click the Recent tab on the dashboard. 2. Click the All tab on the second pane. 3. Change the drop-down list filter at the left corner from Everything to Voicemails. You can see the received voicemail message(s). Alternately, you can click the People tab and select the contact who sent you the voicemail message.
Configuring Voicemail Options
To configure the voicemail play envelope information, click Preferences > Voicemail > Playback.
To record your name for voicemail and change the voicemail password, click Preferences > Voicemail > Setup.
You can change the voicemail password, record your name for voicemail, and select the playback options as follows: 1. Click Tools > Options. The Options and Preferences dialog box is displayed. 2. Navigate to Voice Mail.
External Assignment
To assign an external number to your profile, click your name in the dashboard, and then on the Primary Assignment tab in the center pane, select the external number from the Select Number drop-down list. If an external number is not already defined, enter the number, and then select it.
Select a number from the telephony drop-down list in the upper left hand corner. If you don't already have one configured, navigate to Tools > Options > My Phones to configure one.
Availability
Availability status can be set by selecting the appropriate status from the drop-down list shown beside your name in the left panel of the client:
Both telephony and IM presence is supported. The following availability states are provided:
Instant Messaging with Lync
Available In a Meeting Out of Office Do Not Disturb Vacation Custom
This feature is not supported.
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Standard In a Meeting Out of Office Extended absence Custom
This feature is supported.
Migration Notes
ShoreTel Connect
Feature
ShoreTel Connect client
ShoreTel Communicator
Video to thirdparty systems
This feature is not supported.
This feature is supported.
Workgroup Logon/Logoff
Click the Workgroups tab on the Dashboard. When the second pane opens, you can log in.
A drop-down list is provided at the top.
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Migration Notes
ShoreTel Connect
Upgrade ShoreTel Enterprise Contact Center 9.0 Complete the steps in the following sections to upgrade ShoreTel Enterprise Contact Center 9.0 to ShoreTel Connect Contact Center.
Back Up Data Back up the entire ECC database. If you use CCIR, back up the CCIR server. Refer to ShoreTel Enterprise Contact Center Administrator Guide for ECC 9.0 for information about back up procedures.
Ensure Starter Account Exists The starter account, ea, must be present before you migrate to ShoreTel Connect Contact Center. This starter account allows administrators to be able to log in to set up supervisor administrator accounts and to configure licenses. Refer to the ShoreTel Connect Contact Center Installation Guide for more information.
Install Remote Server Software & ShoreTel Connect Contact Center Notes
ShoreTel Connect Contact Center requires Windows Server 2008R2 or Windows Server 2012R2. Refer to the Operating Systems for Stations section of the ShoreTel Connect Contact Center Installation Guide for more information.
If you have CCIR installed on your ECC server, uninstall CCIR before proceeding with this upgrade. CCIR must be installed on a separate server.
Install the ShoreTel Connect Remote Server Software and the ShoreTel Connect Contact Center on your contact center server. Install ShoreTel Connect Contact Center supervisor applications on the system that the supervisor will be using, and install CCIR on the CCIR server. Because the Agent Toolbar is deprecated and the ShoreTel Interaction Center is a thin client that runs as a web application only, uninstall ECC software on agent stations.
Windows Server 2012 is Not Supported If you have Windows Server 2012 installed on the server you use to host ECC, you must upgrade the system to Windows Server 2012R2 before you proceed with the migration to ShoreTel Connect Contact Center. Complete the migration as follows: 1. Upgrade the operating system to Windows Server 2012R2. 2. Upgrade the DVS to ShoreTel Connect. 3. Migrate ECC9 to ShoreTel Connect Contact Center.
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Migration Notes
ShoreTel Connect
Refer to The Upgrade Process and all sub sections in ShoreTel Connect Contact Center Installation Guide for detailed installation instructions. WARNING! If you have any issues with your ShoreTel Connect Contact Center installation, be aware that running an installation repair using the Windows Control Panel > Programs and Features > Repair option will remove all authentication configuration that you specified during installation. If necessary, complete the following steps to reestablish authentication configuration: 1 Update all instances of the HQ and authentication/bootstrapping IP addresses in the following files: wecc.ini WegAgentFramework.ini EventAPI.ini
The authentication and bootstrapping URLs are as follows: Authentication
URL: https:///shoreauth Bootstrap URL: https:///shorestart Restart the ShoreTel Connect Contact Center service.
Reboot the ShoreTel Connect Contact Center System To ensure that all ShoreTel Connect Contact Center services are running correctly and that Director and ShoreTel Interaction Center launch correctly, reboot the contact center system when the installation completes.
Important Considerations Refer to the following sections for important information about this upgrade.
Syncing Data Between PBX & Contact Center Beginning with ShoreTel Connect PBX and ShoreTel Connect Contact Center, the client username defined in the PBX must exactly match the agent username and supervisor username records defined in the ShoreTel Connect Contact Center. If you need to make changes to ensure this information matches exactly, ShoreTel strongly suggests you make changes in the PBX first. If you need to make changes in the ShoreTel Connect Contact Center to match what’s defined in the PBX, you must restart the ShoreTel Connect Contact Center service for the change to properly sync with the PBX database.
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Migration Notes
ShoreTel Connect
ShoreTel Edge Gateway Considerations If you newly install a ShoreTel Edge Gateway after previously installing earlier builds of ShoreTel Connect and ShoreTel Connect Contact Center, you must change .shoretel.com/shoreauth and .shoretel.com/shorestart in the applicable configuration files as specified in Table 1. Table 1: Contact Center Configuration File Contents Configuration File
IP Addresses
wecc.ini
WebAgentFramework.ini
EventFeedAPIFramework.ini
Contact Center FQDN /shoreauth /shorestart Contact Center FQDN /shoreauth /shorestart Tomcat server IP address, which is applicable only if you use chat.
Note: This file is applicable only if you have developed applications using the Event Feed API.
Contact Center FQDN /shoreauth /shorestart
CCIR Considerations CCIR has a minor schema change with the release of ShoreTel Connect Contact Center. This data now contains a value for the tenant record, but the tenant record is not used in ShoreTel Connect Contact Center ONSITE. The value of this record will always be zero. The tools that you use to consume and manipulate CCIR data will not need to be updated to handle the tenant record.
Client Timezone In a ShoreTel Connect Contact Center ONSITE implementation, the time zone and Daylight Savings Time (DST) setting used by client applications, such as Agent Manager, should match the contact center server time zone and DST setting. To configure the client time zone and DST settings, navigate to the System Parameters > Client Preferences page in ShoreTel Connect Contact Center Director.
Client Username and Agent/Supervisor Username Note Beginning with ShoreTel Connect PBX and ShoreTel Connect Contact Center, the username defined for the agent or supervisor in ShoreTel Connect Contact Center must exactly match the client username administrators define for an agent or supervisor in the ShoreTel Connect PBX.
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Migration Notes
ShoreTel Connect
When updating the username for a supervisor record that has an associated agent record, you must unassign the agent from the supervisor. Complete the following steps to unassign the agent from the supervisor, change the agent username, and then change the supervisor name: 1. Unassign the agent from the supervisor record: a. Navigate to Supervisors > Records. b. Select the supervisor for which you want to change the username. c. Select Not Defined in the Agent Name field. 2. Change the agent username. a. Navigate to Agents > Records. b. Select the agent for which you want to change the username, and enter the Agent username exactly as defined for the user in the ShoreTel Connect PBX. c. This information is defined for the user on the PBX in the Users > Users > General page in ShoreTel Connect Director. d. Click Save. 3. Change the supervisor username. a. Navigate to Supervisors > Records. b. Select the supervisor associated with the agent record you modified in step 2. c. Change the Username to the same user name you specified for the agent record in step 2. d. Click Save.
Supervisors and Agents To enable supervisors to have access to the ShoreTel Interaction Center to monitor agent interactions, you must assign an agent record to the supervisor. If you have an agent record that has an agent name that matches a supervisor name, and the two records are not associated, the agent record permissions take precedence. In both the ShoreTel Connect PBX and the ShoreTel Connect Contact Center, the user’s client username is what differentiates the record from other records even if the record names match. For example, if you have two records for which the person’s name is Bob Smith, each record must have a unique user name.
Email Addresses If you configured email addresses for your agents in ShoreTel Enterprise Contact Center, be aware that the upgrade to ShoreTel Connect Contact Center updates the Agent Username with this data and that this data may not match the user name defined for the agent in the ShoreTel Connect PBX. If the agent’s email address is an external address, such as a Gmail or Yahoo address, it will not be valid for use with ShoreTel Connect Contact Center and must be modified.
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Migration Notes
ShoreTel Connect
If you do not have email addresses configured for your agents in ECC before you upgrade to ShoreTel Connect Contact Center, be aware that the agent user name will be unspecified. You can add email addresses for all agents before upgrading, or you can add them after upgrading.
Extensions Agent extensions, which are now part of agent records in ShoreTel Connect Contact Center, are stored in the ShoreTel Connect Contact Center configuration database.
Class of Service Agents now must be assigned to a Class of Service (COS) in ShoreTel Connect Contact Center. If agents are not already assigned to a COS in ECC, they will be assigned to the Default COS in ShoreTel Connect Contact Center, which has all COS features enabled by default. Supervisor records in ShoreTel Connect Contact Center now contain a user name, and you must manually enter the user name for each supervisor in ShoreTel Connect Contact Center. This user name must exactly match what is defined for the supervisor user record in the ShoreTel Connect PBX. Supervisor COS is a new feature, and upon upgrade, every supervisor is assigned to the Standard COS. You must configure the COS features you want the supervisors to have.
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Migration Notes
ShoreTel Connect
Upgrade ShoreTel Mobility 8.0 Refer to the following sections for information about upgrading ShoreTel Mobility 8.0 to ShoreTel Mobility 9.0.
Back Up Perform an on-demand backup before you start upgrading ShoreTel Mobility 8.0.
Install the ShoreTel Connect Mobility 9.0 Image on the SMR Refer to the ShoreTel Connect Mobility Router Administration Guide for detailed instructions for installing a new image on the ShoreTel Connect Mobility Router.
IM Server Considerations If your ShoreTel Mobility 8.0 SMR configuration is set to use ShoreTel IM/Presence service or if you plan to configure your ShoreTel Connect Mobility 9.0 SMR to use ShoreTel IM/Presence service, you must configure groups to use the built-in ShoreTel IM service. Complete the following steps to make this configuration change: 1. Log in to ShoreTel Connect Mobility SMR and navigate to Configuration > Groups and Users > Groups > User Options tab. 2. Select Enable in the Presence/IM section. 3. Select Apply to all existing users in this group, and then click Apply.
Group Considerations To use ShoreTel Connect client features, configure users who were previously assigned to an LDAP or AD group authentication directory to be assigned to a ShoreTel group authentication directory.
User Considerations Currently, ShoreTel Connect Mobility Router local users cannot use the ShoreTel Connect IM, call handling mode, extension assignment, or voicemail features. On the ShoreTel Connect Mobility Router configuration page, make sure that the Local User checkbox on the Configuration > Users > General page is not selected for users in groups you have configured to use the built-in ShoreTel IM service.
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Migration Notes
ShoreTel Connect
ShoreTel Directory Set Up Complete the steps in the following sections to set up connection configurations between the ShoreTel Connect PBX and the ShoreTel Connect Mobility Router 9.0. Tip These steps are ideal for systems that have 100 or fewer mobility clients. If your system is larger than this, contact ShoreTel support for assistance configuring your ShoreTel directory using trusted server applications. 1. Open a browser and navigate to the ShoreTel Connect Mobility Router configuration page with administrator permissions. 2. Navigate to Configuration > System > Authentication > Directory. 3. Click Add. 4. Select ShoreTel Directory in Server Type. 5. Specify a Name. 6. Click Apply. 7. Specify the headquarters FQDN or IP address in Server Address. 8. Enter a system administrator’s credentials in Bind User and Bind Password. You can use the Query option to search for a known ShoreTel directory administrator user name and to verify that you can successfully access the ShoreTel directory. 9. (Optional) Select tls in Security type to configure a secure connection between the ShoreTel Connect Mobility Router and the ShoreTel Connect PBX. 10. Click Verify to verify the credentials against the server you specified in Server Address. 11. When the verification process is complete and has passed, click Sync ABC Keys to sync authenticator public keys between the SMR and headquarters.
Specify the Authorization Directory Servers Tip Automatic user creation is not applicable to the ShoreTel directory. 1. Open a browser and navigate to the ShoreTel Connect Mobility Router configuration page with administrator permissions. 2. Navigate to the Configuration > Groups and Users page. 3. For External User Authentication/Authorization, select Shoretel Directory and select the directory configured in ShoreTel Directory Set Up on page 27.
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Migration Notes
ShoreTel Connect
4. Click Next. Complete configuration as necessary, and then click Apply.
Upgrade the ShoreTel Mobility Clients Tip If you upgraded to the ShoreTel Connect Mobility Router, you must also upgrade clients to the version of ShoreTel Connect currently available in the Apple App Store and in the Google Play Store. ShoreTel Connect for is supported on Android and iOS devices, and the client is available for download from Google Play and the Apple App store. Refer to the ShoreTel Connect Mobility Platform Support Guide for details about which devices are supported by ShoreTel Connect for .
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