Ensuring new SMS and Email records are created after upgrades

Last Updated : Jun 10, 2021 |
Prolog information
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This procedure applies to any upgrade which involves a database restore that has SMS/Email call records.
Though the script is executed on the primary EPM, the script may need to be executed multiple times. You will need to specify different EPM names each time. The appropriate script needs to be executed once for each of the EPMs (both primary and auxiliary) in the system. If there is one primary EPM and two auxiliary EPMs, then the script needs to be executed three times- once for the primary EPM and twice for each of the auxiliary EPMs. 
Note:
This procedure is not required if the user is upgrading from Avaya Experience Portal 6.x, since SMS/Email was not supported in that release.
  1. Ensure that you configure at least two SMS/Email processors.
    ADDITIONAL INFORMATION:
    Note:
    An Experience Portal system that includes multiple zones, must have more than one processor.
  2. On the EPM Web interface,
    • For Email records,
      • Click Multi-Media Configuration Email.
      • Disable the email processor which is handling the email connections. This will ensure that the primary EPM automatically assigns any email connections to the other processors.
    • For SMS records,
      • Click Multi-Media Configuration SMS.
      • Manually assign any SMPP connections that are assigned to the processor (that handles the connections) to some other SMS processor.
      • Disable the SMS processor after you assign the SMPP connections to some other SMS processor. To disable the processor, click on the processor and in the Change Processor page, select the No option in the Enable field.
  3. Upgrade the primary or auxiliary EPM.
  4. After you upgrade the primary or auxiliary EPM, enable the SMS/Email processor that you had disabled.
    ADDITIONAL INFORMATION:
    Note:
    For SMS records, also re-assign the SMPP connection back to the SMS processor.
Next steps
To verify if the SMS/Email records are collected correctly in either the system monitor or the reports:
  1. Run the cd $AVAYA_HOME/Support/VP-Tools  command to navigate to the appropriate directory.
  2. Run one of the following commands on the primary EPM for each configured EPM name that has a SMS/Email processor:
    • ResetEmailSMSLocalDB <EPM_name> command for local databases.
    • ./ResetEmailSMSExtDB “<Database_URL>” <JDBC_Driver> <Database_User_Name> <Experience_Portal_Name> <EPM_Name> command for external databases.
      Where:
      • “<Database_URL>” is the URL of the external database as it appears on the Report Database Settings  page of the EPM Web interface.
        Important:
        Put quotation marks around the URL.
      • <JDBC_Driver> is the JDBC driver for the external database as it appears on the Report Database Settings page of the EPM web interface.
      • <Database_User_Name> is the user name for the external database as it appears on the Report Database Settings page of the EPM web interface.
      • <Experience_Portal_Name> is the name of the Experience Portal system as it appears on the EPM Settings page of the EPM web interface.
      • <EPM_name> is the name of the Primary or Auxiliary EPM as it appears on the EPM Servers page of the EPM web interface.