Upgrade Guide CX4.9.2 to CX4.9.3

Clone the CX repository on the target server

CODE

# Create CX-4.9.3 directory from root
mkdir CX-4.9.3
# Navigate to CX-4.9.3
cd CX-4.9.3
# Clone the 4.9.3 branch of cim-solution repository
git clone -b CX-4.9.3 https://efcx:RecRpsuH34yqp56YRFUb@gitlab.expertflow.com/cim/cim-solution.git $HOME/CX-4.9.3
# Navigate to root(previous) directory
cd ..

Update helm repo
CODE
```
helm repo update expertflow
```

Change the directory to the current deployment of CX

CODE

change directory to following path in current deployment
cd CX-4.9.2/kubernetes

Update the APISIX helm chart

CODE

#Update APSIX helm chart
Edit/update the values file helm-values/apisix-custom-values.yaml with


Add the following annotations  under annotations section.
    
    annotations: 
        nginx.ingress.kubernetes.io/proxy-body-size: "6m"
        nginx.ingress.kubernetes.io/proxy-read-timeout: "600s"
        nginx.ingress.kubernetes.io/proxy-send-timeout: "600s"
        nginx.ingress.kubernetes.io/proxy-connect-timeout: "60s"



helm upgrade --install --namespace ef-external --values helm-values/apisix-custom-values.yaml apisix expertflow/apisix --version 4.2.2

Update Conversation Controller ConfigMaps

CODE

#copy actions directory to current release 
1) Copy From CX-4.9.3/kubernetes/pre-deployment/conversation-Controller/actions/participant_role_changed.py To /pre-deployment/conversation-Controller/actions
2) Copy From CX-4.9.3/kubernetes/pre-deployment/conversation-Controller/utils/utility.py To pre-deployment/conversation-Controller/utils
3) Delete and Create the ConfigMap
   kubectl -n expertflow delete configmap ef-conversation-controller-actions-cm
   kubectl -n expertflow delete configmap ef-conversation-controller-actions-utils-cm
   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
4) kubectl -n expertflow delete pod <conversation-manager-pod-name>

Update the ActiveMQ chart

CODE

Update the amq tag in helm-values/ef-activemq-custom-values.yaml
tag: 6.1.6-alpine-zulu-K8s-4.9.3

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

Update the CX-Transflux chart

CODE

#change the directory to transflux
cd transflux 

#Change transflux tag 
vi helm-values/cx-transflux-custom-values.yaml

tag: 4.9.3_b-CIM-29672

#Re-deploy CX-Transflux
helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"  cx-transflux --debug --values helm-values/cx-transflux-custom-values.yaml expertflow/transflux --version 4.9.1

Update the Agent-Desk helm chart

CODE

#Update Agent Desk helm chart
Edit/update the values file helm-values/cx-agent-desk-custom-values.yaml with

Add following new config under global section:
  apisixInternalServiceHostname: "apisix-data-plane.ef-external.svc.cluster.local" 
  apisixInternalServicePort: 80
Add following new environment variables under unified-agent  extraEnvVars:
      - name: AUTO_ANSWER_DELAY
        value: "5000"
      - name: SOCKET_TIMEOUT
        value: "20000"



Add following plugins under apisixRoutes below plugins: for every route of Agent Desk.

         customPlugins:
           - name: client-control
             enable: true
             config:
               max_body_size: 6291456

Change the following "main" path in  grafana under apisixRoutes
      paths: ["/grafana", "/grafana/*"]


unified-agent Tag: 4.9.3 (4.9_b-CIM-29774)

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 --version 4.9.3

Update the Channel helm chart

CODE

# Update Channel helm chart
Edit/update the values file helm-values/cx-channels-custom-values.yaml with following 

Add following new config under global section:
  apisixInternalServiceHostname: "apisix-data-plane.ef-external.svc.cluster.local" 
  apisixInternalServicePort: 80

Telegram-Connector Tag: 4.9.3
Twilio-Connector Tag: 4.9.3
Linkedin-Connector Tag: 4.9.3
ms-exchange-email-connector Tag: 4.9.3

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"   --debug   cx-channels --values  helm-values/cx-channels-custom-values.yaml  expertflow/channels --version 4.9.3

Update the Core helm chart

CODE

#Update Core Component helm chart
Edit/update the values file helm-values/ef-cx-custom-values.yaml with

Add following new config under global section:
  apisixInternalServiceHostname: "apisix-data-plane.ef-external.svc.cluster.local" 
  apisixInternalServicePort: 80 
  efCommonVars_RSA_SERVER_URL: ""
  efCommonVars_RSA_CLIENT_KEY: ""
  efCommonVars_RSA_CLIENT_ID: ""

  
  
Update the following environment variable in web-channel-manager under extraEnvVar
        - name: CCM_URL
          value: "http://apisix-data-plane.ef-external.svc.cluster.local:80/internal-wcm-to-ccm/"


Add the following variable in agent-manager under extraEnvVar

        - name: RSA_SERVER_URL
          value: '{{ .Values.global.efCommonVars_RSA_SERVER_URL }}'
        - name: RSA_CLIENT_KEY
          value: '{{ .Values.global.efCommonVars_RSA_CLIENT_KEY }}'
        - name: RSA_CLIENT_ID
          value: '{{ .Values.global.efCommonVars_RSA_CLIENT_ID }}'
        - name: SOCKET_PING_INTERVAL
          value: "25000"
        - name: SOCKET_PING_TIMEOUT
          value: "20000"  

Add the following variable in unified-admin under extraEnvVar

        - name: UNIFIED_ADMIN_URL
          value: "http://{{ .Release.Name }}-unified-admin-svc.{{ .Release.Namespace }}.svc:3000"
        - name: FORM_DATA_ACTIVITY
          value: 'http://{{ .Release.Name }}-conversation-manager-svc.{{ .Release.Namespace }}.svc:8080'
        - name: RSA_SERVER_URL
          value: '{{ .Values.global.efCommonVars_RSA_SERVER_URL }}'
        - name: RSA_CLIENT_KEY
          value: '{{ .Values.global.efCommonVars_RSA_CLIENT_KEY }}'
        - name: RSA_CLIENT_ID
          value: '{{ .Values.global.efCommonVars_RSA_CLIENT_ID }}'
  


Add following new route in unified-admin under apisixRoutes:
      - nameSuffix: "default-404-handler"
        enabled: false
        priority: -200 # Very low priority
        paths: ["/*"] # Catches all paths not matched by higher priority routes
        # No backend is needed as the mocking plugin will generate the response
        backendServicePort: 80 # Dummy, but APISIX schema might require it.
        backendServiceName: "dummy-service" # Dummy
        plugins:
          enableAuth: false # Typically, 404 pages don't require auth
          enableRewrite: false
          enableCors: false # Or configure as needed for your 404 page
          customPlugins:
            - name: "mocking"
              enable: false
              config:
                response_status: 404
                response_headers:
                  Content-Type: "text/html; charset=utf-8"
                  X-Custom-Error-Page: "true"
                response_example: |
                  <!DOCTYPE html>
                  <html lang="en">
                  <head>
                      <meta charset="UTF-8">
                      <meta name="viewport" content="width=device-width, initial-scale=1.0">
                      <title>Page Not Found</title>
                      <style>
                          body { font-family: Arial, sans-serif; text-align: center; padding: 50px; color: #333; }
                          h1 { font-size: 48px; color: #555; }
                          p { font-size: 18px; }
                          a { color: #007bff; text-decoration: none; }
                      </style>
                  </head>
                  <body>
                      <h1>404 - Page Not Found</h1>
                      <p>Sorry, the page you are looking for does not exist or has been moved.</p>
                      <p><a href="/">Return to Homepage</a></p>
                      <hr>
                      <p><small>Request ID: $request_id</small></p>
                      </body>
                  </html>
 




Add following plugin under apisixRoutes below plugins: for every route of customer-widget,unified-admin.

         customPlugins:
           - name: client-control
             enable: true
             config:
               max_body_size: 6291456
               
Add following new routes in agent-manager under apisixRoutes:
      # New Route 4: Send SMS OTP (Unsecured)
      - nameSuffix: "send-sms-otp-unsecured"
        enabled: true
        priority: 10 # Same high priority as other unsecured paths
        paths: ["/agent-manager/agent/send-sms-otp*"]
        backendServicePort: 3000
        plugins:
          enableAuth: false
          enableRewrite: true
          rewriteStripPrefix: false # Use custom rewrite
          rewriteRegexUriFrom: "^/agent-manager(/agent/send-sms-otp.*)$" # Capture /agent/send-sms-otp...
          rewriteRegexUriTo: "$1"
  
      # New Route 5: Register Phone (Unsecured)
      - nameSuffix: "register-phone-unsecured"
        enabled: true
        priority: 10 # Same high priority
        paths: ["/agent-manager/agent/register-phone*"]
        backendServicePort: 3000
        plugins:
          enableAuth: false
          enableRewrite: true
          rewriteStripPrefix: false # Use custom rewrite
          rewriteRegexUriFrom: "^/agent-manager(/agent/register-phone.*)$" # Capture /agent/register-phone...
          rewriteRegexUriTo: "$1"
      # New Route 6: Validate OTP (Unsecured)
      - nameSuffix: "validate-otp-unsecured"
        enabled: true
        priority: 10 # Same high priority
        paths: ["/agent-manager/agent/validate-otp*"]
        backendServicePort: 3000
        plugins:
          enableAuth: false
          enableRewrite: true
          rewriteStripPrefix: false # Use custom rewrite
          rewriteRegexUriFrom: "^/agent-manager(/agent/validate-otp.*)$" # Capture /agent/validate-otp...
          rewriteRegexUriTo: "$1"                


Add following plugin under Agent-Manager apisixRoutes --> Main Route --> Plugin --> customPlugins
            - name: "error-page-rewrite"
              enable: false
              config:
                # For each status code you want to override:
                body: | # Default body if no specific status code matches below
                  <!DOCTYPE html><html><head><title>Error</title></head><body><h1>An Unexpected Error Occurred</h1><p>Please try again later. Request ID: $request_id</p></body></html>
                status_codes:
                  # For a 500 error, redirect to an internal error page service
                  - 500
                  # For a 502 error, provide custom content directly
                  - 502
                  # For a 503 error, redirect to a different page
                  - 503
                # Define what to do for each status code
                # This is an array of rewrite rules. APISIX will pick the first one that matches.
                # You can serve content directly or redirect to an error page service.
                rewrites:
                  # Rule for 500 errors
                  - status_code: 500
                    # Option 1: Redirect to a full HTML page served by another internal service
                    # This service (e.g., 'error-pages-svc') would serve /error_pages/500.html
                    # target_uri: "/_internal_error_page_handler" # Path to an internal APISIX route
                    # target_host: "error-pages-svc.your-namespace.svc" # K8s service for error pages
                    # target_scheme: "http"
                    # OR Option 2: Provide the body directly (can be limited in complexity)
                    body: "<!DOCTYPE html><html><head><title>Internal Server Error</title></head><body><h1>500 - Internal Server Error</h1><p>We are experiencing technical difficulties. Please try again later. Request ID: $request_id</p></body></html>"
                    headers:
                      Content-Type: "text/html; charset=utf-8"
                  # Rule for 502 errors
                  - status_code: 502
                    body: "<!DOCTYPE html><html><head><title>Bad Gateway</title></head><body><h1>502 - Bad Gateway</h1><p>The server received an invalid response from an upstream server. Request ID: $request_id</p></body></html>"
                    headers:
                      Content-Type: "text/html; charset=utf-8"
                  # Rule for 503 errors - redirect to a static maintenance page
                  # - status_code: 503
                  #   target_uri: "https://status.example.com/maintenance.html" # External redirect
                  #   is_redirect: true
                  
                                   
                  
                  
Add following new route in ccm under apisixRoutes:
      - nameSuffix: "internal-wcm-access"
        enabled: true
        priority: 20
        hosts:
          # This string will be processed by `tpl` (via common.tplvalues.render) in the template
          - "{{  .Values.global.apisixInternalServiceHostname  }}"
        paths:
          - "/internal-wcm-to-ccm/*"
        #backendServiceName: "ef-cx-ccm-svc" # Adjust if your naming differs
        backendServicePort: 8081
        #backendNamespace: "expertflow" # Assuming ccm service is in expertflow namespace
        plugins:
          enableAuth: false
          enableRewrite: true
          rewriteStripPrefix: false
          rewriteRegexUriFrom: "^/internal-wcm-to-ccm/(.*)"
          rewriteRegexUriTo: "/$1"
          enableCors: false
          customPlugins:
            - name: "real-ip"
              enable: true
              config:
                source: "X-Forwarded-For"
                trusted_addresses: ["10.42.0.0/16"] # Replace with your K8s Pod CIDR
            - name: "limit-count"
              enable: true
              config:
                count: 10
                time_window: 1
                key_type: "var"
                key: "remote_addr"
                rejected_code: 429
                rejected_msg: "{\"error\":\"Internal rate limit exceeded.\"}"
                show_limit_quota_header: true
                
                
Add the following new Route in file-engine under apisixRoutes:
      - nameSuffix: "public-svg-downloads"
        enabled: false
        priority: 10
        paths:
          - "/file-engine/api/downloadFileStream"
        methods: ["GET"]
        exprs:
          - subject:
              scope: Query
              name: "filename"
            op: RegexMatch
            value: "^(_CISCO_CC\\.svg|_CX_VOICE\\.svg|_EMAIL\\.svg|_FACEBOOK\\.svg|_GENERIC\\.svg|_INSTAGRAM\\.svg|_LINKEDIN\\.svg|_SMS\\.svg|_TELEGRAM\\.svg|_TWITTER\\.svg|_VIBER\\.svg|_VOICEh\\.svg|_VOICE\\.svg|_WEB_RTC\\.svg|_WEB\\.svg|_WHATSAPP\\.svg|_YOUTUBE\\.svg)$"
        backendServicePort: 8080
        plugins:
          enableAuth: false
          enableRewrite: true
          rewriteStripPrefix: false
          rewriteRegexUriFrom: "^/file-engine/(api/downloadFileStream.*)$"
          rewriteRegexUriTo: "/$1"
          enableCors: true
          corsAllowOrigins: "*"
          corsAllowMethods: "GET, OPTIONS"
          corsAllowCredentials: true
          customPlugins:
            - name: response-rewrite
              enable: true
              config:
                headers:
                  set:
                    X-XSS-Protection: "1; mode=block"        
      
Add following customPlugin in file-engine under main route --> plugins:  
          customPlugins:      
             - name: client-control
               enable: true
               config:
                 max_body_size: 6291456 # 5MB in bytes
             - name: response-rewrite
               enable: true
               config:
                 headers:
                   set:
                     X-XSS-Protection: "1; mode=block"
             # Note: proxy-body-size needs APISIX global config or maybe a specific plugin if available                                            
Update following extraEnvVars under file-engine, add '/' at the start of the value 
      - name: CERTIFICATE
        value: /https/localhost.cert
      - name: CERTIFICATE_AUTHORITY
        value: /https/file-engine.ca-bundle
      - name: PRIVATEKEY
        value: /https/localhost.key

Change the following "main" path in unified admin under apisixRoutes

        paths: ["/unified-admin","/unified-admin/*"]

Add the following volume and volume mounts under file-engine
   extraVolumes:
      - name: ef-file-engine-https-certs-vol
        secret:
            secretName: ef-file-engine-https-certs-secret
   extraVolumeMounts:
      - name: ef-file-engine-https-certs-vol
        mountPath: /https        

unified-admin Tag: 4.9.3
web-channel-manager Tag: 4.9.3
agent-manager Tag: 4.9.3
customer-widget Tag: 4.9.3
routing-engine Tag: 4.9.3
conversation manager Tag: 4.9.3
conversation monitor Tag: 4.9.3
cim customer Tag:4.9.3
file engine Tag: 4.9.3
team-announcement Tag: 4.9.3
Business-Calendar Tag: 4.9.3

Apply the static-tls for file-engine
kubectl apply -f pre-deployment/static-tls/ef-file-engine-https-certs.yaml

helm upgrade --install --namespace expertflow --create-namespace   ef-cx  --debug --values helm-values/ef-cx-custom-values.yaml expertflow/cx --version 4.9.3

Update the Campaigns helm chart

CODE

#Update Campaigns helm chart
Edit/update the values file helm-values/cx-campaigns-custom-values.yaml with

campaigns-backend Tag: /build 4.9.3_b-CIM-29663-cdfb02689e3703cb92add40e954aca725bfca0b7
campaign-studio Tag: /build 4.9.3_b-CIM-29663-34bf793c0ea60353c865d329edfd0be5e32f5d4d

helm upgrade --install --namespace expertflow   --set global.efCxReleaseName="ef-cx"  cx-campaigns --debug --values helm-values/cx-campaigns-custom-values.yaml expertflow/campaigns --version 4.9.3

Update the Surveys helm chart

CODE

#Update Agent Desk helm chart
Edit/update the values file helm-values/cx-surveys-custom-values.yaml with

survey-backend Tag : /build  4.9.3 (4.9.3_b-CIM-29671-04_06_2025-14_42_31)
survey-nodes Tag : /build  4.9.3 ( 4.9.3_b-CIM-29671)

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"  cx-surveys  --debug --values helm-values/cx-surveys-custom-values.yaml expertflow/surveys --version 4.9.3

Update the Eleveo helm chart

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 --version 4.9.3

Configuration Guides
1. If you want to customise the file upload size (5 MB by default), use the following guide
2. If you want to customise the IP-Rate Limiting(10 by default), use the following guide
3. RSA Two Factor Authentication
  1. To enable Two-Factor authentication- RSA configuration guide
  2. User guide