On Premises

Update Core

(Optional) Database Backup

When the Release Notes mention database alterations, please make a backup of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. CDR Database via SQL Management Studio before starting the update process.

Warning: Check all Release Notes between current version and target version.

Prerequisites

  • Use Anywhere365 Install account to preform the update, Learn More
  • (Core v 8.3 or higher) .DotNet Framework 4.7.2 or higher 4.x series. needs to be installed

Update the UCC Core

Warning: When upgrading to 6.3 or higher, make sure that all PowerShell scripts / Scheduled tasks pointing to the config.xml are updated to the new location.

The default path of this file is:

C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

Warning: We have a strict license policy, features that are not allowed by your license will be blocked and can no longer be used.
  1. Stop the UCC service
    1. Go to start, type services.msc and hit Enter
    2. Locate the Anywhere365 Unified Contact Center service and choose Stop
  2. Backup the UCC folders
    1. Copy the Core folder

      C:\Program Files\Anywhere365\Core\UCC\

    2. Paste the folder on a backup location of your choice.
    3. Copy the Dashboard and Attendant service folders, which are located in: C:\inetpub\wwwroot\
    4. Paste the folder on a backup location of your choice.
  3. Make sure that the .zip package is unblocked.
    1. Right click on the .zip file and choose ‘properties’
    2. Then click Unblock and Apply

  4. Extract the .zip package by right clicking on the package and then choose “Extract All…”

  5. Open WindowsPowerShell as Administrator

  6. Set-ExecutionPolicy remotesigned

  7. Navigate to the folder where the ‘UpdateUCC.ps1’ file is located. (mostly via cd C:\Install\UCC x.x.xxxxx.x)

  8. Run the UpdateUCC.ps1 script (When in the correct folder, type: UpdateUCC.ps1 and hit Enter)

     Tip: This is because the install directory will be updated.
  9. Delete the UCC cache files

    1. Browse to cache folder

      C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Cache

    2. Delete the folder(s)with the UCC name (mostly ucc_name)

  10. Start the UCC service

    1. Go to start, type services.msc and hit Enter

    2. Locate the Anywhere365 Unified Contact Center service and choose Start

  11. The UCC is now updated. To make sure, check the log file.

    1. Look for a line like: UCCStarterINFO - UCCStarter x.x.xxxxx.x

    2. Tip: if you do a search for “License is valid” you can locate the UCC version quickly

(Optional) Check heartbeat

A final check you can perform is to see if all UCC's are started. This can be done with the checkHeartbeat.ps1 script.

  1. Open WindowsPowerShell as Administrator

  2. Navigate to the folder where the ‘checkHeartbeat.ps1’ file is located. (mostly via cd C:\Install\UCC x.x.xxxxx.x\HELPER SCRIPTS\UTILITIES)

  3. Run the checkHeartbeat.ps1 script (When in the correct folder, type: checkHeartbeat.ps1 and hit Enter)

Rollback the update

Note: In case if a Database Backup was needed, also restore the database before starting the UCC Service.
  1. Stop the UCC service

    1. Go to start, type services.msc and hit Enter

    2. Locate the Anywhere365 Unified Contact Center service and choose Stop

  2. Delete following folders:

    C:\Program Files\Anywhere365\Core\UCC\

    1. C:\inetpub\wwwroot\dashboardservice

    2. C:\inetpub\wwwroot\attendantservice

  3. Place back the backed up UCC, Dashboardservice and Attendantservice folders

  4. Start the UCC service

    1. Go to start, type services.msc and hit Enter

    2. Locate the UnifiedContact Center service and choose Start