Mitel Contact Center Management Upgrading Training

1
Mitel Contact Center ManagementUpgrading Training

• prairieFyre Software Inc.

2
Required Reading

• Print and read the following documents before you
  continue
• Upgrading Mitel Contact Center Management from
  Version 4 to Version 5
• Contact Center Management Installation Guide
• Customer Interaction Solutions System Engineering
  Guide
• Click the hypertext links to gain access to these
  documents

3
Contact Center Management Upgrade Training
Overview

• This module covers the following topics
• Training objective
• Things to consider when upgrading to Contact
  Center Management Version 5
• Best practices
• Upgrading Contact Center Management on the
  Enterprise Server
• Upgrading client computers
• Upgrading enterprise nodes at remote sites
• Training summary
• Contact Center Management Installation
  certification
• Contacting prairieFyre

4
Training Objective

• Once you complete this course, you will know how
  to upgrade software on the
• Enterprise Server
• Client computer
• Remote site server

5
Things to Consider When Upgrading to Contact
Center Management Version 5

• Contact centers can upgrade from Contact Center
  Management Version 4 to Version 5 at any time
• After the customer installs the software, the
  default user login is unrestricted (username
  _admin, password _password). We recommend you
  change the default login each time you upgrade
  Contact Center Management
• Before you upgrade, talk to your customer!
• Is the customer under warranty?
• Do the contact center servers and client
  computers meet hardware and software
  requirements?
• When is the best time to upgrade?

6
Upgrading under warranty

• Contact prairieFyre to determine if your customer
  is under warranty
• NOTE Customers under warranty can upgrade their
  Contact Center Management Version 5 software for
  free

7
Hardware and Software Requirements

• Ensure that the contact center servers and client
  computers meet the Version 5 hardware and
  software requirements before you perform an
  upgrade

8
Upgrading after Business Hours

• When you are upgrading Contact Center Management
  Version 4 to Version 5, data collection will
  temporarily stop during the removal of the
  Version 4 software
• Perform software upgrades after business hours

9
Upgrading Contact Center Management on the
Enterprise Server

• You must upgrade the Enterprise Server before you
  can upgrade the client computers or Enterprise
  node software
• To upgrade Contact Center Management Version 4 to
  Version 5
• Verify the Version 5 Enterprise Server meets the
  hardware and software requirements
• Back up the YourSite database and raw telephone
  system data files
• Install version 5 software
• Restore the YourSite database and copy the
  telephone system files saved in step 2
• Summarize data

10
Upgrading Contact Center Management on the
Enterprise Server

• CAUTION
• Before you install the latest version of Contact
  Center Management, you must uninstall previous
  versions of Contact Center Management from your
  Enterprise Server
• Before you install Contact Center Management and
  supporting applications, ensure that you have
  enough available space on the Enterprise Server
  hard drive. If you install on the System (C\)
  drive, then you will require approximately 700 MB
  of free disk space. If you install on a drive
  other than the System drive, you will require
  approximately 400 MB of free disk space

11
Backing Up the YourSite Database and Telephone
System Data

• You must back up the YourSite database and raw
  telephone system data files before you upgrade
• In the event of upgrade failure, restore your
  contact center history and configuration with
• The raw telephone system data files stored on the
  local hard drive
• A backup copy of the YourSite database
• NOTE Do not paste backup files to a drive on the
  Enterprise Server. Paste the files to another
  computer, and optionally, store them on a CD

12
Upgrading client computers

• After you upgrade the Enterprise Server you must
  upgrade client computers
• On each client computer, log on to the Contact
  Center Management website, click HelpgtSoftware
  downloads/Installations, and install Client
  Component Pack
• You use Client Component Pack to install the
  following applications
• Update Service
• Contact Center Client
• Contact Center Scheduling software (if you are
  licensed for Contact Center Scheduling)
• Real-Time Schedule Adherence software (if you are
  licensed for Contact Center Scheduling and
  Real-Time Schedule Adherence)
• prairieFyre Outlook plug-in (if you are licensed
  for Multimedia Contact Center)

13
Upgrading enterprise nodes at remote sites

• After you upgrade the Enterprise Server you must
  upgrade all Enterprise Node Servers at remote
  sites
• On the remote site server, log on to the Contact
  Center Management website, click HelpgtSoftware
  downloads/Installations, and click Remote Server
  to install

14
Training Summary

• To complete the online test for this module, you
  require a Mitel OnLine (MOL) account
• If you do not have a MOL account
• Go to the Mitel website
• Click Partners ResellersgtMitel OnLine
• Submit your application
• After you obtain a MOL account
• Log on to your MOL account
• Register for the test
• Take the course

15
Contact Center Management Installation
Certification

• To become Contact Center Management Installation
  certified, complete the curriculum and test for
  the current module
• Visit Mitel OnLine to register for additional
  contact center installation courses
• Contact Center Management Upgrading Site Training

16
Contacting prairieFyre

• Technical Support
• 730-555 Legget Dr., Tower B
• Kanata ON K2B 2X3
• CANADA
• Tel [phone]
• Sales Marketing Press 5
• Technical Support Press 3
• Training Press 6
• Fax [phone]
• Email support_at_prairiefyre.com

17
Thank you
The information conveyed in this presentation,
including oral comments and written materials, is
confidential and proprietary to Mitel and is
intended solely for Mitel employees and members
of Mitels reseller channel. If you are not a
Mitel employee or a Mitel reseller, you are not
the intended recipient of this information and
are not invited to the conference, and cannot
participate in or listen to and/or view the
presentation. Please delete or return any related
material. Mitel will enforce its rights to
protect its confidential and proprietary
information, and failure to comply with the
foregoing may result in legal action against you
or your company.