Upgrading CallRex 3.9 to CallRex 4.0

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Bryan Cannon
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1 This document describes how to upgrade CallRex 3.9 to CallRex 4.0. It covers the following: Changes to CallRex in Version 4.0. Do Not Upgrade CallRex 3.9 If Server Prerequisites. Performing the Upgrade. Changes to CallRex in Version 4.0 CallRex 4.0 core services and deployment architecture differ significantly from those in CallRex 3.9. CallRex 3.9 contains a central service the CallRex Status Service - that manages database access and client connections. In CallRex 4.0 this is replaced by the CallRex Data Service, which you must install on the machine that previously ran the CallRex Status Service. CallRex 3.9 contains three services that handle call recording: the CallRex Call Control Service, the CallRex Call Recording Service, and the CallRex Call Conversion service. In CallRex 4.0, the functions of these services have been combined into the CallRex Call Recording Service. The CallRex 3.9 Computer Recording service is part of the Computer Recording Add-on. In CallRex 4.0, the functions of that service are performed by the CallRex Call Recording Service. Changes to Clients In CallRex 3.9 the client software is deployed directly onto desktop PCs as a native application that you must upgrade each time you upgrade the services. In CallRex 4.0 the client is replaced by a Microsoft Silverlight application that is deployed through a web browser. Silverlight applications run on any current version of Windows or Mac OS X on which the Silverlight 4.0 runtime environment has been installed. If Silverlight is not already installed on your machine, you are prompted to install it the first time you run the CallRex client application. To run the CallRex 4.0 client, you must also have one of these web browsers installed: Microsoft Internet Explorer 6, 7, or 8. FireFox 2 or 3. Apple Safari 3 or 4. Google Chrome. CRUP

2 Do Not Upgrade CallRex 3.9 If Do not upgrade from CallRex 3.9 to CallRex 4.0 if any of the following apply: You are using the CallRex 3.9 API for custom applications. to receive the new CallRex 4.0 SDK, which includes an example application and documentation. You are using any of the following PBX systems: InterTel (Mitel) Avaya IP Office. Avaya AES/CM. if you are interested in beta-testing CallRex 4.0 on any of those systems. You are running a version of CallRex earlier than You must upgrade to or later before upgrading to 4.0. Any of your call recording servers (data collectors) are not running all three of these services: Call Recording, Call Control, and Call Conversion. Contact a customer service representative to discuss your upgrade path. Server Prerequisites Before installing the CallRex 4.0 services you must install the following components on all servers (including the one that will host the CallRex Data Service and any hosting the CallRex Call Recording Service): Windows Imaging Component (WIC). This is required by the.net 4.0 framework. Download it from The full version of the.net 4.0 framework (not the client-only version). Download from b0e5-b386f32c0992&displaylang=en. Microsoft Message Queuing (MSMQ). To install MSMQ under Windows XP or 2003: 1. In Control Panel, open Add or Remove Programs. 2. Click Add/Remove Windows Components. 3. Select Application Server, and then click Details. 4. Select the Message Queuing check box. To install MSMQ under newer versions of Windows: 1. In Control Panel, open Programs. 2. Click Turn Windows features on or off. 3. Expand the box for Microsoft Message Queue (MSMQ) Server. 4. Select the Microsoft Message Queue (MSMQ) Server Core check box. 2 CRUP

3 Server Running CallRex Data Service On the server hosting the CallRex Data Service you must also install the Internet Information Services (IIS). This is required to host the CallRex Client application s website. To install IIS under Windows XP or 2003: 1. In Control Panel, open Add or Remove Programs. 2. Click Add/Remove Windows Components. 3. Select Application Server, and then click Details. 4. Select the Internet Information Services (IIS) check box. To install IIS under newer versions of Windows: 1. From the Server Manager, select Roles in the left-hand navigation bar. 2. Click Add Roles. 3. Follow the steps in the Setup wizard by clicking Next. 4. In the Select Server Roles dialog box, select Web Server (IIS) from the Roles listed, leave the default options unchanged, and click Next. 5. In the Role Services dialog box, select IIS 6 Management Compatibility. 6. Click Next until you complete the installation. Performing the Upgrade To upgrade CallRex, you must be logged in as a system administrator. You must upgrade the Primary Server which runs the CallRex Data Service and CallRex Client - and the Call Recording Servers. Upgrading the Primary Server To upgrade the Primary Server 1. Create a complete system backup of all CallRex servers, including the file system, registry, and SQL server. 2. In Control Panel, open Administrative Tools, run the Services utility, and stop the following services: CallRex CallControl Service. CallRex CallConversion Service. CallRex CallRecording Service. CallRex Status Service. CallRex Updater Service. 3. In Control Panel, open Add or Remove Programs (in newer versions of Windows, open Programs > Programs and Features > Uninstall a Program) and remove the following: CallRex Client. CallRex Services. CallRex Status Service (if prompted for uninstall survey, select Other and type Upgrade as the reason). WinPcap 3.1. CRUP

4 4. Upgrade the CallRex database. From a command prompt, navigate to the directory containing the unzipped upgrade package and enter the following command: OSQL E S.\TELREX i upgrade3.9to4.0.sql Notes If your CallRex database resides in a SQL server that is not running on your primary CallRex server, ask your database administrator how to run the upgrade3.9to4.0.sql script against the CallRex SQL instance. In some cases, you may need to use sqlcmd.exe instead of osql.exe, with the same command line parameters. 5. Still in the command prompt and the directory containing the unzipped upgrade package, run the EncryptPasswords.exe utility. 6. Still in the command prompt and the directory containing the unzipped upgrade package, run the CreateRecordingServiceRegFiles.exe utility. This utility creates one.reg file for each Call Recording service. The name of each file contains the network address of the server running the service. When the server initially registers with the CallRex Data Service, it uses the.reg file to enter a unique identification into the registry. 7. Run each.reg file on its corresponding server before installing the CallRex 4.0 version of the Call Recording Service. Run only one.reg file per server. For example, if a server running the CallRex 3.9 Call Recording Service has a network address of , CreateRecordingServiceRegFiles.exe creates the file reg. Run that.reg file on that server before installing the CallRex 4.0 version of the Call Recording Service. 8. Install the CallRex Data Service. When prompted for the SQL Data Source name, enter.\telrex - unless the database is running on a separate SQL server, when you should enter the SQL instance name. 9. Run the CallRex Client setup package, accepting the default values. 10. Create the MIME types required for Silverlight applications to run properly: a. In Control Panel, open Administrative Tools, and run the Internet Information Services (IIS) Manager utility. b. In the tree, under the local computer, expand Web Sites, then right-click Default Web Site and select Properties. c. In the Properties dialog box, select the HTTP Headers tab and click MIME Types. d. Create the following MIME Types: Extension.xaml.xap MIME Types application/xaml+xml application/octet-stream 11. Reboot the server. 12. Open a web browser and navigate to If prompted, install Microsoft Silverlight. 4 CRUP

5 Upgrading Call Recording Servers You must install the CallRex 4.0 Call Recording Service on each Call Recording Server (Data Collector), including the one running the CallRex Data Service. This procedure uses the.reg files created in step 6 of Upgrading the Primary Server. On each Call Recording Server: 1. Make a note of the server s IP address for use in step In Control Panel, open Administrative Tools, run the Services utility, and stop the following services: CallRex CallControl Service. CallRex CallConversion Service. CallRex CallRecording Service. 3. In Control Panel, open Add or Remove Programs (in newer versions of Windows, open Programs > Programs and Features > Uninstall a Program) and remove the following: CallRex Client. CallRex Services. WinPcap Run the.reg file created in step 6 of Upgrading the Primary Server whose name includes the IP address of the server you are upgrading. 5. Install the CallRex Call Recording Service. You need to provide the following information: Data service address. The hostname or IP address of the computer running the CallRex Data Service. Packet capture adapter. The friendly name given to the networking adapter that receives packets from the network. For example, Local Area Connection. Messaging adapter. The friendly name given to the networking adapter that communicates with the CallRex Data Service. For example, Local Area Connection 2 6. Reboot the server. Copyright Information Telrex All rights reserved. Telrex, CallRex, CallRex Call Recording, CallRex Agent Evaluation, CallRex Workforce Management, CallRex API, and the Telrex and CallRex logos are trademarks of Telrex. All other trademarks mentioned in this document are property of their respective owners. CRUP

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