Deploy Upgrade

Agent Assistant Updates

  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.

  Please note that the installed version of AA needs to be compatible to your AM - Agent Manager installed on the Server.

Versions	LUCS AA 3.2	LUCS AA 3.3	LUCS AA 3.4	LUCS AA 3.5	LUCS AA 3.6	LLUCS AA 3.7		Stratus  AA 3.3	Stratus  AA 3.4	Stratus  AA 3.5	Stratus AA 3.6	Stratus AA 3.7
AM 3.7
AM 3.6
AM 3.5
AM 3.4			See note
AM 3.3
AM 3.2
AM 3.1
AM 3.0

Note that AM/AA components above are stated in major version milestones only. Smaller patches and hotfixes result in new build revision numbers. Example: 3.4.0421.08303

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• Always refer to the latest release notes for any hotfixes made to components, visible through this revision number. During regular maintenance we always recommend to update your components to the respective newest build revision to ensure compatibility.
• Please note that a parallel installation of multiple AA versions is not possible. During setup, previous versions will be detected and uninstalled.

Required config tweak for Task Completion Codes (TCC)

A config option has been added for V3.4 of Agent Assistant setup to ensure compatibility.

FeatureAcceptedByCustomer=true

CODE

When using TCC with the config option set "FeatureAcceptedByCustomer=false" Agents can get TCC errors or TCC to appear randomly.

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

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

The setting is present in the backend configuration UIs starting at V3.4 and may be changed in the General Service Settings > "Skype for Business" section.
Label in the UI is "Calls transferred by the agent to external targets..." 

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)

 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.
    What if this check fails? A smaller incremental update may be necessary first to convert the necessary data and introduce new tables and fields.
    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

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. 
 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".

 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 machine - Personal  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.  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. 

 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.
      
       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).

 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.

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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

→ 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.

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.   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.  Otherwise, any new settings will not be overwritten in AppSettings file.

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

The LUCS front end installation wizard settings:

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.

The LUCS API  installation wizard settings:

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