Agent Assistant Updates

(tick)  Since Agent Assistant can be rolled out separately from the Server Infrastructure (and with the lowest impacts), you can perform this installation separately on all Agent machines.

AgentAssistant and AgentManager Component compatibility

V2.8 and older

LUCS 2.8 introduced a number of significant changes to the AgentAssistant application, changing it’s compatibility with various AgentManager versions. This is significant when planning your end user client update, as if starting from v2.7 or earlier, you will need to wait for the server updates to be completed first.

Newer Versions

The new Agent Assistant 3.2 is backwards compatible with AM 2.9 , AM 3.0 and AM 3.1. You can update AA immediately in these cases.

AA Upgrade Steps

To upgrade AA uninstall it from the agent machines using the Control Panel -> "Programs and Features" and install it using your most recent LUCS.AA.Setup

Uninstallation of the Agent Assistant

Uninstallation of Agent Assistant

This step below should only be started after the Prepare Upgrade section was successfully performed.

A clean upgrade can only be guaranteed:

  • if you created backups of your database and configuration files
  • made backups of any additional resources / audio files (if used)
  • removed all leftover install directories of your LUCS installation
  • took notes of any custom port settings, Server instance names or other custom configuration items prior to uninstallation, as it will be hard to reproduce these custom settings later.


Trained Administrators only!

The following procedure is to be performed by Luware-trained system administrators only. When uncertain about certain steps, don't hesitate to contact us

Upgrade Database


To upgrade the DB, perform the following steps:

Before you start

Before starting any Database operations, always create a full backup first!

Push Reporting Data (Stored Prodcedure)

(info) This step is required to push existing reporting data out of the database, which could otherwise significantly slow down the update process.  Use either one of the following methods: 

  1. Navigate to path: <YourDatabase>\programmability\storedprocedures\Reporting.usp_Dataloader and run "Execute Stored Procedure..." and confirm. 

    or

  2. Run an SQL Query to execute the stored procedure to write the last reporting data into the reporting schema:

    EXEC [Reporting].[usp_DataLoader]
    CODE

Perform Update

  1. Install and run the latest Luware Database Updater (DataBaseUpdater.exe).
  2. Specify "Server Name" and "Database Name".
    Use either "Integrated Security" or enter your SQL "User Name" and "Password".
  3. Click on the "Check DB" button. → A check is performed to see if your database is compatible with this update.
    (question) What if this check fails? A smaller incremental update may be necessary first to convert the necessary data and introduce new tables and fields.
    (warning) When upgrading from a much older version, please contact our support first.
  4. Select the latest DB version in the "Update to version" drop-down.
  5. Click the "Update" button.
    → After update is finished successfully, DB Updater will show a completion message.

Cleanup

  1. Close the DB Updater.
  2. Optional step (only if present / entries found): Remove [mgt].[usp_CleanupReporting_DboSchema] cleanup jobs
  3. Execute data loader EXEC [Reporting].[usp_DataLoader] again (→ Step 2)

OLAP Install and Update

(tick)  As of LUCS 3.2, all OLAP dependencies have been removed. For legacy support (LUCS 3.1 and older), refer to the points below.
(info) Note: Links will lead to the old knowledge base. 

  • When LUCS OLAP was deployed during previous LUCS installation, OLAP can be updated without redeployment. The detailed steps are described in the ‘OLAP update without redeployment’ chapter of the ‘LUCS Reporting – OLAP Guide‘ document.
  • To work with ‘Overview’ and ‘Service Overview’ pages of LUCS Reporting Portal, it is needed to deploy LUCS OLAP. The detailed steps of OLAP deployment are described in the ‘OLAP Configuration and Data Refresh’ chapter of the ‘LUCS Reporting – OLAP Guide’ document.


Install new LUCS components

Now it's time to install all the necessary LUCS System Components.

Infos to prepare

During the Installation, it is necessary to specify the following values:

  • Instance Name (If LUCS and TM products are installed on machine use different Instance Names)
  • Port Number
  • Lync Server Version (for Luware-LUCS-CIC only)
  • Site Port Number (for Luware-LUCS-FE and Luware-LUCS-API)
  • Role (for Luware-LUCS-Configurator only)
  • Web Site Name and Web Site Port Number (for Luware-LUCS-MMClient only)

During installation, the port number field does not refer to an explicit port directly. It will add this number to the default port number. For example, if you use 1000 for PS (default port = 19400), the port used would be 20400. For a full list of default ports, see 2019-10-29_12-54-24_Used Protocols and Ports.

Destination Folder:

By default, LUCS will be installed into: C:\Program Files\Luware AG. 
(info) The installation path can be changed to using ‘Browse’ button.

During AC, ICH, CR, MM, SMD and CIC components installation, you need to specify Lync/Skype Server version and select appropriate options. ‘Skype for Business‘  option is the default. You can determine the SfB Server version via Windows "Programs and Features Dialogue".

(lightbulb) The minimum required components are marked in bold: 

  • Luware-LUCS-AC (Agent Controller)
  • Luware-LUCS-API (Application program interface)
  • Luware-LUCS-AM (Agent Manager)
  • Luware-LUCS-CI (Calendar Integration)
  • Luware-LUCS-CIC (Customer Infrastructure Connector)
  • Luware-LUCS-CR (Conversation Recording)
  • Luware-LUCS.Export 
  • Luware-LUCS-FE (Frontend of the Web Application) – this setup installs LUCS-FE to IIS and FE-Core to Services.
  • Luware-LUCS-ICH (Interactive Conversation Handler)
  • Luware-LUCS-MM (Mail Manager)
  • Luware-LUCS-PS (Persistence Service)
  • Luware-LUCS-SMD (SIP Message Dispatcher) – the SMD component is installed on the Lync server machine
  • Luware-LUCS-MMClient (Silverlight Application for post calls)
  • Luware-LUCS-LC (LUCS Configurator)
  • Luware.LUCS.WebConfigurator (Web Configurator) - LC web-based replacement
  • Luware.LUCS.WorkflowConfigurator (Workflow Configurator)

The general installation rules and some service installation specifics are described below.

  • By default, LUCS will be installed in the C:\Program Files\Luware AG folder. The installation path can be changed using ‘Browse’ button.
  • During AC, ICH, CR, SMD and CIC components installation, you need to specify Lync server version and select appropriate option.  The ‘Skype for Business‘ option is selected by default.

Certificate Security

One of the requirements for building service-oriented system is to protect the transmitted data. To guarantee the safety of this data, Luware products provide the possibility to use certificate-based encryption and verification during the communication between a client and a server. The client identifies itself with this certificate. The service accesses the server to confirm the authenticity of the certificate - and in extension -  the client. 

Certificate Setup during Installation

The certificate security can be configured during installation of Luware components and services. There are two sets of settings that can be configured:

  • Server settings: The server settings specify which settings the service will use to validate other services when they try to reach this service.
  • Client settings: The client settings specify which settings the service will use while connecting to other services.

To configure certificate security select 'Configure Certificate Security' flag during installation:

Upon clicking 'Next' button with this flag enabled you will be presented an extra step to configure options:

Control Name

Required?

Description

Mode

No

  • None : No security is applied during the communication between a server and a client.
  • Transport: Enables security of communication between a client and a service via network protocol. Guarantees confidentiality and integrity of messages at transport level, since transport security secures the entire communication channel.

Validation Mode

No

  • None: No validation is performed.
  • ChainTrust: : In this mode WCF simply validates the certificate against the issuer of a certificate known as a root authority (the expiration time is checked, too).
  • PeerTrust: In this mode WCF simply checks if the incoming certificate is installed in the Local machinePersonal  folder in the certificate store (the expiration time is checked, too).
  • PeerOrChainTrust: Mixed mode.

Is Dedicated

No

  • False: Encryption is done with default certificate. It means that certificate with the hostname of the machine from the Personal Store is used on the server side.
  • True: Encryption is done with a dedicated certificate. It means there is a possibility to configure an identifier (thumbprint) of the certificate.

Thumbprint

No

A certificate thumbprint is a hexadecimal string that uniquely identifies a certificate. A thumbprint is calculated from the content of the certificate using a thumbprint algorithm.

→ This is to be generated via Microsoft Management Console. Read more about it on the "Retrieve Thumbprint of a Certificate" page from Microsoft.

Important Notes

When copied from the source the thumbprint is unicode encoded but you need it in plain ASCII → Notepad++ or any equivalent editor is a great help to convert it.

(tick) Don't forget to set up permissions for the certificate private key so that the service account can access it.

 Create thumbprint of Certificate


During installation of varous Luware components you can opt in to "Configure Certificate Security" options. On these dialogues the certificate thumbprints need to be provided. 

(info) Also read the official → Microsoft documentation on this topic

To find the thumbprint of a certificate use the Microsoft Management Console (MMC) to get access to a certificate and then read its thumbprint in the properties.

  1. Open the Start Menu , type mmc and press ENTER.
  2. In the Console add a certificate snap-in:
    1. On the File menu, click Add/Remove Snap In (or press Ctrl+N)
    2. In the Add or remove Snap-ins dialog box, select Certificates.
    3. Click Add.
      → the entry is moved to selected snap-ins.
    4. In the Certificates snap-in dialog box, select "Computer account" and click "Next"
    5. In the Select Computer dialog box select "Local Computer" and click Finish
    6. In the Add or remove Snap-ins dialog box, click OK.
      → The window is closed

  3. In the Console Root window, expand Certificates (Local Computer) > Personal > Certificates
    1. In the central panel, double-click the certificate.
    2. In the Certificate dialog box select the Details tab.
    3. Select Thumbprint in the list and copy the thumbprint hexadecimal string
    4. Encode the copied string in ANSI (use Notepad++) and remove first hidden characters.

      (lightbulb) This string is to be used during installation of Luware components



Assign Conferencing Policy to Connector Script


Since LUCS 3.2 every connector establishes its own conference (instead of only 1 trusted application performing this task). The following script creates new conferencing policies and must be run prior to starting the ICH Service (see chapter below).

(tick) Note: If you (re)used our "Register Trusted Applications script" during installation or upgrade, all configured endpoints conferencing will have their policies automatically refreshed and you can skip the steps below. If you need to just reapply policies on a certain endpoints, read on below.


Perform the following steps before restarting (your updated) ICH Service:

  1. Replace "sip:lucs_agent_connector_00@SIPDomain.com" with your connector SIP address in the script below.
  2. Add new lines according the amount of connectors used in your instance.
  3. Run the Script via Powershell on your instance

Assign Conferencing Policy to Connector Script

Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_00@SIPDomain.com | select *
 
Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_00@SIPDomain.com | Grant-CsConferencingPolicy -PolicyName "Tag:LucsService"
Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_01@SIPDomain.com | Grant-CsConferencingPolicy -PolicyName "Tag:LucsService"
Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_02@SIPDomain.com | Grant-CsConferencingPolicy -PolicyName "Tag:LucsService"
Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_03@SIPDomain.com | Grant-CsConferencingPolicy -PolicyName "Tag:LucsService"
Get-CsTrustedApplicationEndpoint sip:lucs_agent_connector_04@SIPDomain.com | Grant-CsConferencingPolicy -PolicyName "Tag:LucsService"
POWERSHELL

ICH Installation Specifics

LUCS ICH Configuration Settings screen

→ After running the ICH service with this option activated option new log file ‘ConferenceTerminationLog.txt’ appears in LUCS folder: C:\Program Files\Luware AG\LUCS – ICH\log

During the installation process, it is possible to manage the ‘Cleanup Conferences’ functionality (which is OFF by default):

On establishing a service endpoint , the “Cleanup Conferences“ option runs the process of setting expiration time for all old conferences that do not have expiration time set.

Switch the option ON only on one server to avoid conflicts on this functionality.

Noteworthy points:

  • The log file contains information about the conferences with no expiration found and the updated expiration time.
  • It can take the system around 20 second to clean up each conference.
  • Activation of the option can be used only once for cleaning old conferences. In the future it can be disabled since newly created conferences will have expiration time already set.

Deactivation of Conference Cleanup feature

There are two ways to switch off the option (e.g. after all old conferences are cleaned):

a) Use ICH Config File

  1. Open ICH config file ‘LUCS.ICH.Service.exe.config’
    → C:\Program Files\Luware AG\LUCS-ICH
  2. Find ‘CleanupConferences’ parameter
  3. Change value to “false“ and save changes

    <appSettings>
    <add key="CleanupConferences" value="true"/>
    </appSettings>
    XML
  4. Restart ICH service

b) Set “Cleanup Conferences “option to false while reinstalling ICH 



CIC Installation Specifics

During the installation process, it is possible to manage the ‘Tenant’ functionality.

The ‘Tenant’ functionality allows you to hide or show service names in Lync client search.

Switch on the functionality by selecting ‘Enable Tenant ID’ check box during CIC installation. If this option is selected, add the computer to specific AD-Groups.

Luware-LUCS-CIC Configuration Settings screen


FE Installation Specifics

The LUCS Front End (FE) Setup installs LUCS FE to IIS and FE Core to the Services.

Keeping old FrontEnd settings

  • FE Service Configurations: A new FE Core service is used instead of LM, however FE still uses the LM configuration data from LUCS Configurator.  (warning) Do not remove any existing LM configuration from LUCS Configurator.
  • AppSettings File: Due to Windows permission settings and config preservation reasons, the front end app settings file remains in the LUCS-FE installation directory after the LUCS-FE is uninstalled
    • Before you start to install a new front end version with new settings, remove the front end AppSettings file manually. (warning) Otherwise, any new settings will not be overwritten in AppSettings file.


The ‘Configuration Settings’ for LUCS FE and FE core are entered during installation:

Luware-LUCS-FE Configuration Settings screen


The LUCS front end installation wizard settings:

Option Description / Action
Instance NameEnter the server instance name


(info) The setting is stored in C:\Program Files\Luware AG\LUCS-FE\AppSettings.config as

<add key=”InstanzName” value=”LUCS”/>

Port NumberEnter the server port number


(info)The setting is stored in C:\Program Files\Luware AG\LUCS-FE\AppSettings.config as

<add key=”PortNumberToAdd” value=”3500″/>

Site Port Number

Enter the site port number. The port number 80 is recommended for http and 443 for https. The used site port number should be not used by other sites

(info)The setting is stored in IIS.

Security ProtocolChoose the security protocol between http and https

(info)The setting is stored in IIS.

System Administrator GroupEnter the Distinguished name value of the System Administrator Group from Active Directory


In the following format without spaces:

CN=GroupName,OU=OrganizationalUnitName,OU=OrganizationalUnitName,

DC=DomainComponent,DC=DomainComponent


(info) The setting is stored in C:\Program Files\Luware AG\LUCS-FE\AppSettings.config as

<add key=”SystemAdministratorGroup” value=”CN=Lucs_Admins,OU=Administrators,DC=server,DC=com”/>

User DomainIf the ‘User Domain’ field is empty:
  • If user enters his login on FE without domain, the system uses the domain, where FE is installed.
  • If user enters his login on FE with some domain,the system uses the entered by the user domain.

If the ‘User Domain’ field is filled:

  • If user enters his login on FE without domain, the system uses the domain from the ‘User Domain’ field.
  • If user enters his login on FE with some domain, the system uses the entered by the user domain.

(info) The setting is stored in C:\Program Files\Luware AG\LUCS-FE\AppSettings.config as

<add key=”UserDomain” value=”server.com”/>

Configure Certificate Security

If the check box is ‘true’  the certificate settings has to be defined during the installation:

  • server settings specify which settings other services will use while connecting to FE and FE Core
  •  client settings specify which settings FE and FE Core will use while connecting to PS

(info)  Note: The system reports all errors related to  connection or certificate issues to a log file ‘C:\Program Files\Luware AG\LUCS-ICH\log\connectionIssues.log’.



Disable Windows AuthenticationIf the check box is ‘true’ ,  the user will not be logged in from their Windows account using SSO and is instead redirected to LUCS FE  Login page.


(info) By default is set to ‘false’

Hide Dash Skills

If the check box is ‘true’, the frontend;

  • ... does not show the Trait Row, if agent has a dash in the skill (TraitAttributeInstance)
  • ... does not give the option to set the TraitAttributeInstance to ‘-‘
  • ... does not show the tab at all, if agent does not have any trait for a “Tab”

If the check box is ‘false’, the frontend:

  • ... shows the Trait Row, if agent has a dash in the skill (TraitAttributeInstance)
  • ... gives the option to set the TraitAttributeInstance to ‘-‘ (it makes the trait attribute off)
  • ...  shows the tab at all, if agent does not have any trait for a “Tab”

(info) The setting is stored in C:\Program Files\Luware AG\LUCS-FE\AppSettings.config as

<add key=”HideDashSkills” value=”false”/>

Reporting SSAS Connection StringEnter the connection string to OLAP-cube where reporting data is saved. Filling of this field is required to use the Reporting Portal.



(warning) Please note

If using the Reporting Portal, both ReportingMdxConnectionString and ReportingSqlConnectionString must be configured during installation .

If one of the strings is not configured, it may result in several issues, e.g. Service Overview page works using the ReportingMdxConnectionString, but the information, when the last integration job has run is only available, if ReportingSqlConnectionString is configured.

Reporting SQL Connection StringEnter the connection string to the database where reporting data is saved. Filling of this field is required to use the Reporting Portal.



Propagation of Settings

All the settings are automatically saved in registry (path:  HKEY_LOCAL_MACHINE\SOFTWARE\Luware AG\LUCS-FE) and in front end app settings file (default path: C:\Program Files\Luware AG\LUCS-FE\AppSettings.config). For each new Front End version installation, the settings are prepopulated with previously existed values.

→ To make sure that new LUC-FE uses the same settings that the previous version used, compare data from new AppSettings.config (default path: C:\Program Files \Luware AG\LUCS-FE\AppSettings.config) with the backup copy that was saved during uninstalling LUCS-FE.

HTTPS certificate and Internet Information Service (IIS)

If FE is installed with a https binding, the certificate should be set manually in IIS (Internet Information Service); otherwise, the application will not run in browser.

  1. Open IIS and choose Luware-LUCS-FE site
  2. Click Bindings in Actions section
  3. Choose site binding and click Edit
  4. In opened window, choose SSL certificate using drop-down list and click OK.




API Installation Specifics

The LUCS API Setup installs LUCS API to Internet Information Services (IIS).

The ‘Configuration Settings’ for LUCS API  are entered during installation.

Luware-LUCS-API Configuration Settings screen


The LUCS API  installation wizard settings:

Option Description / Action
Port NumberEnter the server port number


(info) The setting is stored in C:\Program Files\Luware AG\API\AppSettings.config as

<add key=‘PortNumberToAdd’ value=‘3500’/>

Site Port NumberEnter the site port number. The port number 80 is recommended for http and 443 for https. The used site port number should be not used by other sites.


(info) Please note: For Lucs-FE and Lucs-API installed on the same machine a site port numbers have to be different.

The setting is stored in IIS.

Security Protocol

Choose the security protocol between http and https


(info) The setting is stored in IIS.

Configure Certificate Security

For security reason the system provides a possibility to use certificate-based encryption and verification during the components communication.

→ To configure certificate based authentication, select ‘Configure Certificate Security’ check box and press ‘Next’ button to open a page with server certificate settings.


If the check box is checked, you need to provide certificate settings during the installation:

– client settings specify which settings API will use while connecting to PS

(info) Note: The system reports all errors related to  connection or certificate issues to a log file‘C:\Program Files\Luware AG\LUCS-ICH\log\connectionIssues.log’.


When the installation is done, open Internet Information Services (IIS) Manager and make sure that the Luware-API is started:

Luware-Lucs-API started in IIS

Luware-Lucs-API started in IIS