Upgrade Guide CX4.10.3 to CX5.0 (Single Tenant/On-Prem)

Before upgrading, ensure that the system is idle, i.e., all agents are logged out of AgentDesk.

Make sure to FLUSH the Cache (Redis) before proceeding with the upgrade

Database Migrations

Follow this guide to migrate data for MongoDB.
The license manager in PostgreSQL: lis-manager-mtt-migration.sql

Follow these steps to execute the above SQL script

CODE

# Check PostgreSQL Helm release status
helm -n ef-external status ef-postgresql

# This will output some instructions. Follow the next steps based on that output.

# Get the password for "sa"
# (Copy and run the command that starts with "export" shown after this line in the Helm output)
export POSTGRES_PASSWORD=$(kubectl get secret --namespace ef-external ef-postgresql -o jsonpath="{.data.password}" | base64 -d)

# Connect to PostgreSQL
# Copy the 3-line command shown in the Helm output after the text:
# "To connect to your database run the following command:"
# Example:
kubectl run ef-postgresql-client --rm --tty -i --restart='Never' \
  --namespace ef-external --image gitimages.expertflow.com/general/postgresql:14.5.0-debian-11-r21 \
  --env="PGPASSWORD=$POSTGRES_PASSWORD" --command -- psql \
  --host ef-postgresql -U sa -d licenseManager

# Verify you’re inside the PostgreSQL client
# You should now see a prompt like this:
# licenseManager=>
# If not, press Enter once.

# Copy your .sql script into the PostgreSQL pod (if it’s on your local machine)
# Replace ef-postgresql-client with the actual pod name if it differs.
kubectl cp ./lis-manager-mtt-migration.sql ef-postgresql-client:/tmp/lis-manager-mtt-migration.sql -n ef-external

# Get inside the PostgreSQL client
kubectl exec -it -n ef-external ef-postgresql-client -- env PGPASSWORD=$POSTGRES_PASSWORD psql --host ef-postgresql -U sa -d licenseManager

# Inside the PostgreSQL client, execute your .sql script:
\i /tmp/lis-manager-mtt-migration.sql

# Verify that the table was created
\dt;

# Exit the PostgreSQL client
\q

Custom Configuration Strategy

For detailed guidelines on applying environment-specific configurations using custom values.yaml layering,

Refer to the CX Helm Chart Custom Configuration Strategy guide.

Refer to this guide to see the complete change log

1. Update Helm Repo

BASH

helm repo update expertflow

2. Clone the CX Repository on the Target Server

BASH

# Create CX-5.0 directory from root
mkdir CX-5.0

# Navigate to CX-5.0
cd CX-5.0

# Clone the CX-5.0 branch of cim-solution repository
git clone -b CX-5.0 https://efcx:RecRpsuH34yqp56YRFUb@gitlab.expertflow.com/cim/cim-solution.git $HOME/CX-5.0

# Navigate to root (previous directory)
cd ..

3. Change Directory to the Current Deployment

BASH

cd CX-4.10.3/kubernetes

4. Apply Redis ACL Secret

BASH

kubectl -n ef-external create secret generic ef-redis-acl-secret --from-literal=superuser=Expertflow464

5. Deploy Redis

BASH

helm show values expertflow/redis --version 5.0 > helm-values/ef-redis-custom-values.yaml
helm upgrade --install=true --namespace=ef-external --values=helm-values/ef-redis-custom-values.yaml redis expertflow/redis --version 5.0

6. Deploy APISIX

CODE

helm show values expertflow/apisix --version 5.0  > helm-values/apisix-custom-values.yaml

update the apisix-custom-values.yaml file for given parameters

CODE

global:
  ingressRouter: <FQDN>   # replace FQDN
  ingressClassName: "nginx"
  ingressTlsCertName: "ef-ingress-tls-secret"

CODE

helm upgrade --install --namespace ef-external --values helm-values/apisix-custom-values.yaml apisix expertflow/apisix --version 5.0

7. Deploy CX Bus (ActiveMQ)

BASH

helm show values expertflow/activemq --version 5.0 > helm-values/ef-activemq-custom-values.yaml
helm upgrade --install=true  --namespace=ef-external --values=helm-values/ef-activemq-custom-values.yaml activemq expertflow/activemq --version 5.0

8. Deploy Vault

BASH

helm show values expertflow/vault --version 5.0 > helm-values/ef-vault-custom-values.yaml
helm uninstall -n vault vault

kubectl get secret mongo-mongodb-ca -n ef-external -o yaml | sed 's/namespace: ef-external/namespace: vault/' | kubectl create -f -

helm upgrade --install --namespace vault --create-namespace vault --debug --values helm-values/ef-vault-custom-values.yaml expertflow/vault --version 5.0

🔗 Use the following guide: Vault Dynamic Database Configuration

9. Copy Schemas and Rule Files for Routing Engine

BASH

# Copy Routing Engine Directory
cp -r ../../CX-5.0/kubernetes/pre-deployment/routing-engine pre-deployment/

10. Apply ConfigMaps for the Routing Engine

BASH

kubectl create configmap -n expertflow routing-engine-graphql-schemas --from-file=./pre-deployment/routing-engine/graphql/schemas
kubectl create configmap -n expertflow routing-engine-graphql-memory-rules --from-file=./pre-deployment/routing-engine/graphql/graphql-memory-rules.json
kubectl create configmap -n expertflow routing-engine-graphql-redis-rules --from-file=./pre-deployment/routing-engine/graphql/graphql-redis-rules.json

11. Upgrade CX Core

In case if you don’t have any custom training/flows for Conversation Studio then please delete its PVC using the following commands

CODE

#Execute the followig 1st command and wait until the Conversation Studio pod is removed before executing the 2nd command.
kubectl delete -n expertflow statefulset ef-cx-conversation-studio 
kubectl delete -n expertflow pvc/conversation-studio-flow-vol-ef-cx-conversation-studio-0

In ef-cx-custom-values.yaml add the following:

CODE

efConnectionVars:
    ROOT_DOMAIN: "expertflow" 
# under RealTime Reporting siteEnvVars, update the DATASOURCE_URL value to exclude the SQL db name, as its not required in 5.0
  realtime-reports:
    siteEnvVars:
    - name: DATASOURCE_URL
      value:  "jdbc:mysql://<ip>:3306"
# add the following env under conversation-studio
  conversation-studio:
    siteEnvVars:
      - name: TENANT_ID
        value: "expertflow"

BASH

helm upgrade --install --namespace expertflow --create-namespace ef-cx --debug --values helm-values/ef-cx-custom-values.yaml expertflow/cx --version 5.0

Survey is now a part of Conversation-Studio in CX-Core so current deployment for it should be removed.

CODE

helm uninstall -n expertflow cx-surveys

Please follow this guide to configure the survey node in Conversation-Studio: Configuration Guide

12. Upgrade Agent Desk

BASH

# Copy translation files
cp -r ../../CX-5.0/kubernetes/pre-deployment/app-translations/unified-agent/i18n pre-deployment/app-translations/unified-agent

CODE

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

CODE

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

BASH

# Copy supervisor dashboard file
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/Supervisor_Dashboard_CIM.json post-deployment/config/grafana/supervisor-dashboards

# Copy agent dashboard file
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/Agent_Dashboard_CIM.json post-deployment/config/grafana/supervisor-dashboards

# Copy agent teams dashboard
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/agent_teams_dashboard.json post-deployment/config/grafana/supervisor-dashboards/agent_teams_dashboard.json

# Copy agent performance dashboard
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/agent_performance_dashboard.json post-deployment/config/grafana/supervisor-dashboards/agent_performance_dashboard.json

# Copy social media performance dashboard
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/social_media_performance_trend_dashboard.json post-deployment/config/grafana/supervisor-dashboards/social_media_performance_trend_dashboard.json

# Copy team statistics dashboard
cp ../../CX-5.0/kubernetes/post-deployment/config/grafana/supervisor-dashboards/team_statistics_dashboard.json post-deployment/config/grafana/supervisor-dashboards/team_statistics_dashboard.json

CODE

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

CODE

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

CODE

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

CODE

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

CODE

kubectl -n expertflow delete configmap ef-grafana-social-media-performance-trend-dashboard
kubectl -n expertflow create configmap ef-grafana-social-media-performance-trend-dashboard --from-file=post-deployment/config/grafana/supervisor-dashboards/social_media_performance_trend_dashboard.json

CODE

kubectl -n expertflow delete configmap ef-grafana-team-statistics-dashboard
kubectl -n expertflow create configmap ef-grafana-team-statistics-dashboard --from-file=post-deployment/config/grafana/supervisor-dashboards/team_statistics_dashboard.json

Add the following post-deployment/config/grafana/supervisor-dashboards/datasource.yml

CODE

############################################  INFINITY API PLUGIN CONFIGURATION ##########################################
  - name: infinity_cim_json_api
    jsonData:
      allowedHosts: #Add the FQDN of the registered Tenants
        - "https://example1.com"

Create an SQL database for the tenant with the <tenant name> and in datasource.yml update the SQL database name to this.

Reapply the datasource.yml file

CODE

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

Add the following in cx-agent-desk-custom-values.yaml and replace IP with host IP

CODE

grafana:  
  hostAliases: 
    - ip: "<IP>"
      hostnames:
        - "{{ .Values.global.ingressRouter }}"

CODE

helm uninstall -n expertflow cx-agent-desk

BASH

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 5.0

13. Upgrade Channels

BASH

helm upgrade --install --namespace expertflow --set global.efCxReleaseName="ef-cx" --debug cx-channels --values helm-values/cx-channels-custom-values.yaml expertflow/channels --version 5.0

14. Upgrade Campaigns

BASH

helm upgrade --install --namespace expertflow --set global.efCxReleaseName="ef-cx" cx-campaigns --debug --values helm-values/cx-campaigns-custom-values.yaml expertflow/campaigns --version 5.0

15. Upgrade QM

BASH

helm upgrade --install --namespace=expertflow --set global.efCxReleaseName="ef-cx" qm  --debug --values=helm-values/cx-qm-custom-values.yaml expertflow/qm --version 5.0

16. Reporting Configuration

Add the following line to pre-deployment/reportingConnector/reporting-connector.conf:

BASH

tenant_id = expertflow

Update the following parameters as well
conversation_manager_db_name	expertflow
bot_framework_db_name	expertflow
ccm_db_name	expertflow
routing_engine_db_name	expertflow
cim_customer_db_name	expertflow
business_calendars_db_name	expertflow
state_events_logger_db_name	expertflow
admin_panel_db_name	expertflow

Also update the SQL database name

CODE

sql_database_name=expertflow

Recreate the ConfigMap:

BASH

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

Upgrade Reporting:

BASH

helm upgrade --install --namespace expertflow --set global.efCxReleaseName="ef-cx" cx-reporting --debug --values helm-values/cx-reporting-scheduler-custom-values.yaml expertflow/reporting --version 5.0

17. CiscoSyncService

CODE

vi helm-values/cx-ciscosyncservice-custom-values.yaml

In the opened file, add the following section to define the FQDN (Fully Qualified Domain Name) for ingress routing:

CODE

global:   
  ingressRouter: <CUSTOM-FQDN> 
siteEnvVars:
    - name: AUTH_SERVER_URL
      value: "https://{{ .Values.global.ingressRouter  }}/auth/"
    - name: EF_SERVER_URL
      value: "https://{{ .Values.global.ingressRouter  }}/unified-admin/"

Deploy the CiscoSyncService helm chart by

CODE

helm upgrade --install --namespace expertflow  --set global.efCxReleaseName="ef-cx"  cisco-sync-service  --values helm-values/cx-ciscosyncservice-custom-values.yaml expertflow/cisco-sync-service --version 5.0

18. Metabase

Navigate to the CX-5.0/kubernetes/ directory:

BASH

cd CX-5.0/kubernetes/

Step 1: Create Custom Values File

BASH

vi helm-values/metabase-custom-values.yaml

Step 2: Add Minimum Required Configuration

YAML

global:
  ingressRouter: <CUSTOM-FQDN>

🔁 Replace <CUSTOM-FQDN> with your actual domain, e.g. devops.example.com.

Step 3: Deploy

BASH

helm upgrade --install=true --debug --namespace=metabase --create-namespace --values=helm-values/metabase-custom-values.yaml metabase expertflow/metabase --version 5.0-alpha

Check Pod

BASH

kubectl get pod -n metabase

Access Metabase

Open in browser:

CODE

https://<FQDN>/metabase

You should see the Metabase setup page.

Follow this guide to complete the setup.

Login credentials:

CODE

Email: superadmin@admin.com

19. EFCX-Bootstrapping

Webhooks Registration

Add webhooks information in the mongo database for the components that require bootstrapping upon tenant registration.

Export mongo certs using:

CODE

mkdir /tmp/mongodb_certs
CERTFILES=($(kubectl get secret mongo-mongodb-ca -n ef-external -o go-template='{{range $k,$v := .data}}{{$k}}{{"\n"}}{{end}}'))
for f in ${CERTFILES[*]}; do   kubectl get secret mongo-mongodb-ca  -n ef-external -o go-template='{{range $k,$v := .data}}{{ if eq $k "'$f'"}}{{$v  | base64decode}}{{end}}{{end}}' > /tmp/mongodb_certs/${f} 2>/dev/null; done

Go inside kubernetes directory and execute the command to import data inside the webhook collections. Following are commands

CODE

cd CX-5.0/kubernetes

CODE

kubectl -n ef-external run mongo-tools --image=mongo:6.0 --restart=Never -- sleep 3600

CODE

kubectl -n ef-external cp ./post-deployment/cim-tenant.webhooks.json mongo-tools:/tmp/cim-tenant.webhooks.json
kubectl -n ef-external cp /tmp/mongodb_certs/mongodb-ca-cert mongo-tools:/tmp/mongodb-ca-cert
kubectl -n ef-external cp /tmp/mongodb_certs/client-pem mongo-tools:/tmp/combined.pem

CODE

kubectl -n ef-external exec mongo-tools -- \
  mongoimport \
  --host mongo-mongodb.ef-external.svc.cluster.local \
  --port 27017 \
  --db cim-tenant \
  --collection webhooks \
  --file /tmp/cim-tenant.webhooks.json \
  --jsonArray \
  --ssl \
  --sslCAFile /tmp/mongodb-ca-cert \
  --sslPEMKeyFile /tmp/combined.pem \
  --username root \
  --password Expertflow123 \
  --authenticationDatabase admin

CODE

kubectl -n ef-external delete pod mongo-tools

20. Tenant Onboarding

Step 1: Import the tenant configurations

Create tenant-config directory on root and place both of these files in it: import_tenant.sh cim-tenant.tenants.json
Update the dialer variables in cim-tenant.tenants.json file according to the tenant’s environment
Use the commands below to execute the script

CODE

cd /root/tenant-config

CODE

chmod +x import_tenant.sh

CODE

./import_tenant.sh <tenantId> <FQDN>

Upgrade Guide CX4.10.3 to CX5.0 (Single Tenant/On-Prem)

Database Migrations

Custom Configuration Strategy

1. Update Helm Repo

2. Clone the CX Repository on the Target Server

3. Change Directory to the Current Deployment

4. Apply Redis ACL Secret

5. Deploy Redis

6. Deploy APISIX

7. Deploy CX Bus (ActiveMQ)

8. Deploy Vault

9. Copy Schemas and Rule Files for Routing Engine

10. Apply ConfigMaps for the Routing Engine

11. Upgrade CX Core

12. Upgrade Agent Desk

13. Upgrade Channels

14. Upgrade Campaigns

15. Upgrade QM

16. Reporting Configuration

17. CiscoSyncService

18. Metabase

Step 1: Create Custom Values File

Step 2: Add Minimum Required Configuration

Step 3: Deploy

Check Pod

Access Metabase

19. EFCX-Bootstrapping

20. Tenant Onboarding

Step 1: Import the tenant configurations

Step 2: Register Tenant FQDN on Grafana allowedHosts

21. CX Voice

22. VRS Upgrade