Avaya Oceana® is a next-generation customer engagement solution. Enterprises can use Avaya Oceana® to seamlessly handle Voice, Web and Mobile Chat, Web Voice/Video, Email, Simple Messaging, and Social Media channels. Avaya Oceana® consists of multiple Avaya components such as Avaya Aura® suite, Avaya Control Manager, and the core Omnichannel components deployed on Avaya Breeze® platform. Therefore, when you upgrade Avaya Oceana®, you must also upgrade all components.

Before starting the upgrade process, you must complete the preupgrade tasks to safely shut down Avaya Oceana®.

After taking Avaya Oceana® out of service:

• Shut down all Avaya Oceana® servers which run Avaya Oceana® applications

• Take snapshots using VMware tools and applications. VMware ESXi 8.0 is supported.

  For more information about Avaya Oceana® VMware snapshots, see Deploying Avaya Oceana®.

• Upgrade Avaya Oceana® and Avaya Breeze® platform and snap-ins using the automated scripted migration tool.

• Upgrade Avaya Control Manager.

• Upgrade the Omnichannel server.

Depending on your release, update the following if required:

• Sample Experience Portal Self Service Application

• Engagement Designer workflows

• Communication Manager vectors

• Sample Chat front ends

• Avaya Workspaces Widget SDK

• Any custom applications customers may have built with the Generic Channel API

  Recompile your custom widgets if required.

After upgrading the components, you must complete the postupgrade tasks to start the operations of Avaya Oceana®.