Upgrade Guide CX-4.4.10 to CX-4.7

This upgrade guide serves for Non-Helm to Helm-based deployments

Existing CX deployment along with other groups ( for details about groups see CX Deployment Groups ) must be converted to their helm-based deployments. For this to work properly two approaches are possible

Retain External Components – Recommended
Migrate the complete solution – resulting longer downtime

This guide focuses on the Retain External Components approach

Retain External Components

WARNING:

After completing the cut-over using this migration guide from 4.4.10 to 4.7 CX Release, External components for example redis, minio, mongo and redis deployments are still referenced from the 4.4.10 release folders.

Clone the CX-4.7 revision

CODE

git clone -b CX-4.7 https://efcx:RecRpsuH34yqp56YRFUb@gitlab.expertflow.com/cim/cim-solution.git $HOME/CX-4.7

Add helm repository

CODE

helm repo add expertflow https://expertflow.github.io/charts/

update helm repo

CODE

helm repo update expertflow

TLS Enablement for Stateful Components

Enable TLS and Auth using the following guide TLS Enablement for Stateful Components

Expertflow ETL

For Expertflow ETL deployment please refer to Expertflow ETL Deployment
For MongoDB data migration refer to this guide

WARNING:

After the MongoDB data migration, please verify the associated MRD type and the Interruptible flag for MRDs (Unified Admin → Routing Engine → Channel Category Settings). Below are the default values for the three system-configured MRDs:

CHAT
1. MRD Type: CHAT
2. Interruptible: TRUE
CX VOICE
1. MRD Type: CX_VOICE
2. Interruptible: FALSE
CISCO CC
1. MRD Type: CISCO_CC
2. Interruptible: FALSE

Bring down the CX solution by following these steps

Change the directory to the folder containing the 4.4.10 release

CODE

cd CX-4.4.10/cim-solution/kubernetes

Delete deployments

CODE

kubectl delete -f cim/Deployments

Delete config-maps

CODE

kubectl delete -f cim/ConfigMaps

Delete services

CODE

kubectl delete -f cim/Services

Delete ActiveMQ Statefulset

CODE

kubectl delete -f cim/StatefulSet

Delete ingress resources (for ingress-nginx )

CODE

kubectl delete  -f cim/Ingresses/nginx

OR if Traefik Ingress Controller is used then delete ingress resources ( for Traefik )

CODE

kubectl delete  -f cim/Ingresses/traefik

Uninstall the grafana helm charts as it is now part of the AgentDesk group chart in expertflow namespace

CODE

helm -n ef-external uninstall grafana

Delete the crons

CODE

kubectl -n expertflow delete -f pre-deployment/reportingConnector/ef-reporting-connector-cron.yaml

CODE

kubectl -n expertflow delete -f pre-deployment/team-announcement/ef-team-announcement-cronjob.yaml

Delete old deployment of CX Surveys (if deployed):

CODE

kubectl delete -f cx-surveys/ConfigMaps -f cx-surveys/Ingresses/nginx -f cx-surveys/Services -f cx-surveys/Deployments

OR if Traefik Ingress Controller is used then delete ingress resources ( for Traefik )

CODE

kubectl delete  -f cx-surveys/Ingresses/traefik

Delete old deployment of CX Campaigns (if deployed):

CODE

kubectl delete -f cx-campaigns/ConfigMaps -f cx-campaigns/Ingresses/nginx -f cx-campaigns/Services -f cx-campaigns/Deployments

OR if Traefik Ingress Controller is used then delete ingress resources ( for Traefik )

CODE

kubectl delete  -f cx-campaigns/Ingresses/traefik

Delete Conversation Controller ConfigMaps

CODE

kubectl -n expertflow delete configmap ef-conversation-controller-actions-utils-cm
kubectl -n expertflow delete configmap ef-conversation-controller-actions-cm
kubectl -n expertflow delete configmap ef-conversation-controller-actions-pycache-cm

Custom Password Interpolations

Below are the interpolations when using custom or not-default password for mongodb, minio, redis, postgresql and activeMQ

Component with custom password	update required in
MongoDB	Update `CX -> values.yaml -> efConnectionVars -> MONGODB_PASSWORD`
PostgreSQL	Update `keycloak -> keycloak-custom-values.yaml -> externalDatabase -> password` Update `CX -> values.yaml -> license-manager -> extraEnvVars-> DB_PASS`
minio	Update `CX -> values.yaml -> file-engin -> extraEnvVars -> ACCESSKEY,SECRETKEY`
Redis	Update `CX -> values.yaml -> efConnectionVars ->` update `ActiveMQ -> active-custom-values.yaml -> extraEnvVars -> REDIS_PASSWORD`
keycloak	N/A
activeMQ	N/A

Deploy ActiveMQ using helm

Change to 4.7 release directory

CODE

cd $HOME/CX-4.7

create a folder to hold the helm values files

CODE

mkdir helm-values

clone the values file to update the parameters required

CODE

helm show values expertflow/activemq > helm-values/ef-activemq-custom-values.yaml

CODE

helm upgrade --install=true  --namespace=ef-external --values=helm-values/ef-activemq-custom-values.yaml activemq expertflow/activemq

Wait for the ActiveMQ to start running

CODE

kubectl wait pods activemq-0 -n ef-external --for condition=Ready --timeout=600s

CX Core

Apply Conversation Controller ConfigMaps

CODE

kubectl -n expertflow create configmap ef-conversation-controller-actions-cm --from-file=pre-deployment/conversation-Controller/actions
kubectl -n expertflow create configmap ef-conversation-controller-actions-utils-cm --from-file=pre-deployment/conversation-Controller/utils
kubectl -n expertflow create configmap ef-conversation-controller-actions-pycache-cm --from-file=pre-deployment/conversation-Controller/__pycache__

Create Logback cm

CODE

kubectl apply -f pre-deployment/logback/

CODE

kubectl -n expertflow create configmap ef-logback-cm --from-file=pre-deployment/logback/logback-spring.xml

Apply https-certificates for unified-admin

CODE

kubectl apply -f pre-deployment/static-tls/ef-unified-admin-https-certs.yaml

clone the values file for CX core and update all the site specific parameters in the values file

CODE

helm show values expertflow/cx > helm-values/ef-cx-custom-values.yaml

Edit/update the values file helm-values/ef-cx-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

To enable the ReplicaSet

CODE

Comment the MONGODB_HOST for standalone 
#MONGODB_HOST: "mongo-mongodb.ef-external.svc:27017"

Un-comment the MONGODB_HOST for replicaSet
MONGODB_HOST: mongo-mongodb-0.mongo-mongodb-headless.ef-external.svc.cluster.local:27017,mongo-mongodb-1.mongo-mongodb-headless.ef-external.svc.cluster.local:27017

Update MONGODB_REPLICASET_ENABLED value to true
MONGODB_REPLICASET_ENABLED: "false" to MONGODB_REPLICASET_ENABLED: "true"

Deploy the CX Core using default values.

CODE

helm upgrade --install --namespace expertflow --create-namespace   ef-cx  --debug --values helm-values/ef-cx-custom-values.yaml expertflow/cx

CX AgentDesk

Delete the exiting translations config-map

CODE

kubectl delete cm ef-app-translations-cm -n expertflow

now run the following commands

CODE

kubectl -n expertflow create configmap ef-app-translations-cm --from-file=pre-deployment/app-translations/unified-agent/i18n/  
kubectl -n expertflow  create configmap ef-canned-messages-cm --from-file=pre-deployment/app-translations/unified-agent/canned-messages
kubectl -n expertflow create configmap ef-crm-service-cm --from-file=pre-deployment/crm-service/

Apply the grafana data-source manifest.

CODE

kubectl -n expertflow  create secret generic ef-grafana-datasource-secret --from-file=post-deployment/config/grafana/supervisor-dashboards/datasource.yml

Create the grafana dashboard configs for grafana by applying the config-map manifest.

CODE

kubectl -n expertflow create cm ef-grafana-dashboard-provider-cm --from-file=post-deployment/config/grafana/supervisor-dashboards/dashboard.yml

For MySQL

Apply config-map for the MySQL supervisor and agent dashboard files using the steps below.

CODE

kubectl -n expertflow   create configmap ef-grafana-supervisor-dashboard-mysql --from-file=post-deployment/config/grafana/supervisor-dashboards/Supervisor_Dashboard_CIM-mysql.json

Add Agent Dashboard for MySQL

CODE

kubectl -n expertflow create configmap ef-grafana-agent-dashboard-mysql --from-file=post-deployment/config/grafana/supervisor-dashboards/Agent_Dashboard_CIM-mysql.json

For MSSQL Server

Apply config-map for the MSSQL supervisor dashboard files

CODE

kubectl -n expertflow create configmap ef-grafana-supervisor-dashboard-mssql  --from-file=post-deployment/config/grafana/supervisor-dashboards/Supervisor_Dashboard_CIM-mssql.json

Add config-map for agent dashboard MSSQL

CODE

kubectl  -n expertflow  create configmap ef-grafana-agent-dashboard-mssql --from-file=post-deployment/config/grafana/supervisor-dashboards/Agent_Dashboard_CIM-mssql.json

change these tags in helm-values/cx-agent-desk-custom-values.yaml for MSSQL Server Only in global section at the top of the file created in next step.

CODE

  efGrafanaSupervisorDashboardConfigMap: "ef-grafana-supervisor-dashboard-mssql"
  efGrafanaSupervisorDashboardFilename: "Supervisor_Dashboard_CIM-mssql.json"
  efGrafanaAgentDashboardConfigMap: "ef-grafana-agent-dashboard-mssql"
  efGrafanaAgentDashboardFilename: "Agent_Dashboard_CIM-mssql.json"

Clone the values file for CX AgentDesk and customize the file to accommodate the site specific details

CODE

helm show values expertflow/agent-desk > helm-values/cx-agent-desk-custom-values.yaml

Edit/update the values file helm-values/cx-agent-desk-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

Install the AgentDesk using helm chart

CODE

helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"   cx-agent-desk  --debug --values=helm-values/cx-agent-desk-custom-values.yaml expertflow/agent-desk

CX Channels

Customize the deployment by fetching the values file and edit it as per requirements.

CODE

helm show values expertflow/channels > helm-values/cx-channels-custom-values.yaml

Edit/update the values file helm-values/cx-channels-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

Deploy the Channels helm chart by

CODE

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"  --debug   cx-channels --values  helm-values/cx-channels-custom-values.yaml  expertflow/channels

CX Surveys (skip if CX Surveys is not deployed)

Customize the deployment by fetching the values.yaml file and edit it as per requirements.

CODE

helm show values expertflow/surveys  > helm-values/cx-surveys-custom-values.yaml

Edit/update the values file helm-values/cx-surveys-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

Deploy the CX Surveys helm chart by

CODE

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"   cx-surveys  --debug --values helm-values/cx-surveys-custom-values.yaml expertflow/surveys

CX Campaigns(skip if CX Campaigns is not deployed)

Customize the deployment by fetching the helm values file and edit it as per requirements.

CODE

helm show values expertflow/campaigns  > helm-values/cx-campaigns-custom-values.yaml

Edit/update the values file helm-values/cx-campaigns-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

Deploy the CX Surveys helm chart by

CODE

helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"   cx-campaigns --debug --values helm-values/cx-campaigns-custom-values.yaml expertflow/campaigns

CX Reporting

Delete the existing configmap containing Reporting-Connector configurations

CODE

kubectl -n expertflow delete configmap ef-reporting-connector-conf

Reporting Connector Config-Map Setup

To Upgrade the SQL DB

CODE

run the following upgrade script 
kubernetes/pre-deployment/reportingConnector/dbScripts/dbupdate/historical_reports_db_update_script_MYSQL_4.4.10_to_4.7.sql

To Create a New DB

CODE

Create the the database in target Database Management System using the scripts 
from cim-solution/kubernetes/pre-deployment/reportingConnector/SQLScripts/dbcreation directory.

Update below parameters in the file pre-deployment/reportingConnector/reporting-connector.conf

Parameter	Requirement
fqdn	FQDN of the CX Solution
svc_name	Please use the ouput of `kubectl -n expertflow get svc \| grep historical `
browser_language	en or ar
connection_type	mysql or mssql
sql_dbms_server_ip	<IP> of the MySQL/MSSQL Server
sql_dbms_port	for mysql 3306 / for msql 1433
sql_dbms_username	<username>
sql_dbms_password	<password>
sql_database_name	<database name>

Apply configuration for Reporting-Connector

CODE

kubectl -n expertflow create configmap ef-reporting-connector-conf-cm --from-file=pre-deployment/reportingConnector/reporting-connector.conf

Customize the deployment by fetching the helm values file and edit it as per requirements.

CODE

helm show values expertflow/reporting > helm-values/cx-reporting-scheduler-custom-values.yaml

Edit/update the values file helm-values/cx-reporting-scheduler-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

and deploy the Reporting Scheduler

CODE

helm upgrade --install --namespace expertflow --set global.efCxReleaseName="ef-cx"   cx-reporting --debug --values helm-values/cx-reporting-scheduler-custom-values.yaml  expertflow/reporting

To update the superset reports, use the following guide Configure and import historical report templates

CX Eleveo(skip if CX Eleveo is not deployed)

Customize the deployment by fetching the values.yaml file and edit it as per requirements.

CODE

helm show values expertflow/eleveo  > helm-values/ef-cx-eleveo-custom-values.yaml

Edit/update the values file helm-values/ef-cx-eleveo-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

and deploy the eleveo

CODE

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"   cx-eleveo --debug --values helm-values/ef-cx-eleveo-custom-values.yaml  expertflow/eleveo

CX CiscoScheduler (skip if CX CiscoScheduler is not deployed)

Customize the deployment by fetching the values.yaml file and edit it as per requirements.

CODE

helm show values expertflow/cisco-scheduler  > helm-values/cx-cisco-scheduler-custom-values.yaml

Edit/update the values file helm-values/cx-cisco-scheduler-custom-values.yaml with

CODE

global:
  ingressRouter: <DEFAULT-FQDN>

Edit the values.yaml file and adjust the Cronjob schedule and other parameters.

CODE

helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"  cx-ciscoscheduler --debug --values helm-values/cx-cisco-scheduler-custom-values.yaml expertflow/cisco-scheduler

change the directory

CODE

cd $HOME/CX-4.6/cim-solution/kubernetes

Re-apply the keycloak resources

CODE

kubectl apply -f cim/Ingresses/nginx/ef-keycloak-Ingress.yaml

Upgrade Upgrading Permissions On Keycloak

Guide for migrating Keycloak Groups/Teams to CX Teams Guide for migrating Keycloak Groups/Teams to CX Teams

Update Provider Webhooks

Update the channel Provider on the unified admin

Goto channel provider menu and update all Provider Webhooks with the updated service name

CODE

for web channel, replace ef with ef-cx in the service name e.g.
from http://ef-web-channel-manager-svc:7000
To http://ef-cx-web-channel-manager-svc:7000
for any other channel deployed via cx-channels, replace ef with cx-channels in the service name e.g.
From http://ef-twilio-connector-svc:8085
To http://cx-channels-twilio-connector-svc:8085