Preparing your network environment and successfully completing the Acoustic™ Tealeaf upgrade must proceed in a specific sequence. The exact steps depend on how you deploy Tealeaf.
To minimize downtime and data loss, the best upgrade approach is to suspend the processing components and allow data to spool to disk while the Data Collector collects any unaggregated statistical data. You can then upgrade the system. When you restart, the Data Collector attempts to work off the spooled data until it catches up.
Where possible, upgrade that use Health-based Routing (HBR).
If you upgrade processing server software in a non-HBR environment, incoming data is lost, but the approach that is described here minimizes that loss. After the processing servers are restarted, upgrade the Reporting Server and databases in a timely manner to avoid getting too far behind.
Upgrade CX platform and core applications
The first step in the upgrade process is to upgrade the Acoustic Tealeaf CX platform, applications, and servers.
This upgrade step includes the following applications:
- Tealeaf cxImpact
- Tealeaf cxView
- Tealeaf cxReveal (not including Acoustic Tealeaf cxReveal database.
- Tealeaf cxConnect for Data Analysis
- Tealeaf cxVerify
The upgrade applies to the following Tealeaf servers:
- Report Server
- Processing Server (Canister)
- Search Server
- Portal Server
- SQL Server (host of the Tealeaf databases)
Depending on your Tealeaf deployment, these servers may be hosted on a single machine or on multiple machines.
Upgrade preparations
- Download and distribute appropriate software.
- Extract all copied software on each of the respective machine types.
- Ensure that the host name having Tealeaf applications installed resolves to IPv4 address and not to IPv6 address.
- Ensure that all needed ports used by Tealeaf are open in firewall.
- Backup Tealeaf databases in SQL Server.
- Backup Tealeaf registry on all servers.
- Take backup of important config files like Privacy, Replay rules, Pipeline, etc.
- Export all objects from event manager in TLE format (importable).
- Go to the Advanced tab of TMS and have 'backup' of Tealeaf component configurations.
- Have the Network Team copy all traffic sent to the old PCAs to the new PCAs.
- Validate that the prerequisites have been met.
Upgrade with HBR
In a multi-processing environment, the potential for data loss is best mitigated in a Health-Based Routing (HBR) environment. HBR enables the balancing of loads between processing servers. When one server is offline, the HBR server redistributes the load, enabling you to upgrade processing servers sequentially. If no processing server is available, hits are spooled to the storage device on the HBR machine.
- HBR does not apply to environments with a single processing server.
- HBR requires a separate dedicated machine to run the HBR pipeline.
Note: When you upgrade platform and core applications in multi-canister environments, use HBR to manage load balancing while the canisters are offline during the upgrade.
Verify functionality of CX platform and core applications
After you complete the upgrade of the Acoustic Tealeaf CX platform and core applications, you should verify that the upgraded components are properly functioning before you upgrade the other Tealeaf products in your environment.
Post-upgrade cleanup
After you have upgraded Acoustic Tealeaf, update the application pool settings for Tealeaf in Windows IIS Manager.
If you do not update the application pool settings, you might experience an error when you attempt to log in to the portal.
Upgrade other Tealeaf software
Components other than the Acoustic Tealeaf CX platform and its server-based applications must be upgraded separately. Upgrade these components after you upgrade the core Tealeaf components.