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Pureconnect Upgrade Path 2017R3 to 2021R2

  • 1.  Pureconnect Upgrade Path 2017R3 to 2021R2

    Posted 06-04-2021 07:58

    Were planning a long-overdue upgrade and wanted to know if anyone knew if there were any issues with upgrading from 2017R3 directly to 2021R2 or if any intermediate upgrades are required first due to the large gap in version and any code changes that may cause issues?



  • 2.  RE: Pureconnect Upgrade Path 2017R3 to 2021R2

    Posted 06-04-2021 08:39
    Hello Vick,

    I have asked several questions related to this same effort (i am 2018 r2 though) so search my name/threads and you will get some good feedback. The primary issue is the need to upgrade the media server (and other components i believe but i only have a media server) before the CIC server.  There is also some TLS related issues with setup assistant, depending on how hardened your environment is.

    Good luck!

    Christopher Becker
    State of Michigan - Oakland County - WRC

  • 3.  RE: Pureconnect Upgrade Path 2017R3 to 2021R2

    Posted 06-05-2021 19:55
    Hi Vick,

    I recently completed a 2017R3 to 2020R3 upgrade and it went smoothly.

    Make sure the network user doing the upgrade is the same user that is listed as the user for Interaction Centre in Services on the CIC server.

    As mentioned, upgrade all Media servers first. They are backward compatible with 2017R3 on the CIC servers.
    Next upgrade a CIC server. The upgrade process will apply all database changes as it upgrades, so before you start make sure you have a database backup you could restore to if needed. We changed the database logging to simple mode to reduce the size of transaction logs, but others have commented that this might not be necessary. Ask an SQL specialist.

    The 2017R3 client software (Int. Desktop, ICBM and Interaction Administrator) are compatible with the latest software for normal functions, so you can roll out your new client after the CIC server if you want. You can also roll out your new client first, but new features won't work until the CIC server is upgraded. I chose to roll out clients after the upgrade, over a 1 month period.

    Polycom phone provisioning was seamless. The phones automatically picked up the latest version of firmware as their registration expired. I tested this by forcing a reload on a few managed IP phones and they rebooted several times and took about 15 mins each to complete the upgrade cycle.

    If you are using SIP Softphone, the certificates are stored in a different location (since 2018 I believe). Make sure the agents have read/write access to %ProgramFiles% (x86)\Interactive Intelligence folder and %UserProfile%\Interactive Intelligence\Certificates folder.

    I found the process smoother than expected, but take the usual precautions just in case something goes wrong.

    Richard Presling
    Pyrios / AGC Networks / Blackbox New Zealand

  • 4.  RE: Pureconnect Upgrade Path 2017R3 to 2021R2

    Posted 06-07-2021 03:47
    Thanks for confirming, and the tip on the certs locations, will keep this in mind

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