Importing all contact center data to Avaya Contact Center – Extended Capacity

Last Updated : Nov 11, 2022 |

About this task

Import all the data of your previous contact center to Avaya Contact Center – Extended Capacity using the .json file that you generated with the Extraction Utility. Some contact center objects configured on different nodes of your previous contact center can have the same names or IDs. To avoid migration conflicts, you can add number and name prefixes to contact center objects.

After the data migration is complete, the Configuration Server saves the details for your contact center and you can later use this configuration for migrating new objects.

Before you begin

  • Close all running applications and unused browser windows.

  • Obtain the .json file with the Communication Manager data. The Extraction Utility generates the .json file when extracting data of your previous contact center.

Procedure

  1. On the Configuration Server web portal, go to Administration > Import.
  2. At the top of the Import screen, click Avaya.
  3. Optional If you have already added your contact center, in Select Existing ACD, select the contact center name.

    The Configuration Server automatically populates the contact center configuration details.

  4. In ACD Name, type your contact center name.

    You can type a maximum of 35 Unicode characters.

  5. Optional In ACD Details, type a short description of your contact center.

    You can type a maximum of 50 Unicode characters.

  6. In Name Prefix, type two characters to prepend to the imported object names.

    You can type a maximum of two characters. For the first character, you can type a letter or an underscore (_). For the second character, you can type a letter, a digit, or an underscore.

  7. In Select Entities to Apply Name Prefix, select one of the following:

    • All: To add a prefix to the names of all contact center objects.

    • One or several contact center objects.

    The Configuration Server prepends the names of the selected contact center objects with the configured prefix.

  8. In Number Prefix, type digits with which to prepend the imported object extensions or numbers.

    You can type a maximum of two digits.

  9. In Select Entities to Apply Number Prefix, select one of the following:

    • All: To add a prefix to the extensions or numbers of all contact center objects.

    • One or several contact center objects.

    The Configuration Server prepends the extensions or numbers of the selected contact center objects with the configured prefix.

  10. Optional In Original Name, type the ACD name that you used in a previous contact center.
  11. Optional To overwrite the data imported at the previous migration, select Overwrite Existing Data.

    You can overwrite only the configuration data that you migrated from the same contact center instance.

  12. Keep the Migrate Everything check box selected.
  13. Click Upload Generated File.
  14. In the new window, browse to the required folder and select the .json file with the extracted data.
  15. At the bottom of the screen, click Submit.

    The Configuration Server generates and displays the pre-migration report in the ACD Pre Report dialog box. You can see the IDs and names of the contact center objects to migrate.

  16. At the bottom-right corner of the ACD Pre Report dialog box, click Import.

    The Configuration Server starts importing data of your previous contact center to Avaya Contact Center – Extended Capacity. The data import might take up to several hours depending on the data bulk that you are importing.

  17. When the data import is complete, in the Importing ACD dialog box, click OK.

    You can see the Import Details screen with the migration report.

  18. On the Import Details screen, go to Conflicted, Created, and Updated subtabs for each type of contact center objects and verify if the data are migrated successfully.

    The Created subtab shows the new objects added during the migration. The Updated subtab shows the existing objects with the updated configuration after the migration. The Conflicted subtab shows the contact center objects with the IDs matching to the objects that were created manually on the Configuration Server. During the migration, the Configuration Server does not replace the objects that you created manually on the web portal.

  19. Optional Resolve the migration conflicts by deleting or renaming duplicate objects.

    For example, if you have two duplicate agents after the migration, you must go to the Agents tab, locate the conflicted agents, and delete or rename one of the agents.