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Upgrading to Spok Mobile 4.5

This article contains the procedures for Spok PSG to use to perform upgrades to the Spok Mobile 4.5 Server environment.

You can implement Spok Mobile 4.5 by using the Care Connect Suite installer. For a more comprehensive view of how to set up a server environment for Care Connect and Spok Mobile, see Implementing Spok Mobile 4.5.

About the 4.4 and Newer Environment

Beginning with Spok Mobile 4.4, the Platform and Spok Mobile components reside on separate servers. A third server is typically required for the database due to size constraints. When preparing for an upgrade, keep the following server setup in mind:

  • The Care Connect Server hosts the Platform.
  • The Spok Mobile Server hosts Spok Mobile services.
  • The Database Server hosts the Database.

Pre-4.4 Environments

If you are upgrading an existing environment that hosts the Platform and Spok Mobile components on a single server, these components will need to be separated. An example of this type of environment would look something like this:

  • Original server hosts both the Spok Mobile and the Platform components.
  • Original database server hosts the database for Spok Mobile (AmcomAmcPremiseCore) and the databases for the Platform (Meta and Core).

In this example, the Database server remains and is upgraded. Two new servers are created:

  • A new Care Connect Server which will host the Care Connect Platform components.
  • A new Mobile Server which will host Spok Mobile.

You would begin this upgrade by shutting down the existing server and removing Spok Mobile and the Platform from it.

There is no upgrade path available that can preserve the databases of both systems for existing customers that are running Care Connect Web/Device Preferences 1.6 and Spok Mobile 4.2 or older versions. In such an environment, Spok Mobile and Care Connect Web/Device Preferences were each on their own server with their own instances of the Platform and their own separate database(s). There is no way to migrate data from one set of database(s) onto the others. The upgrade path to get environments like this up to Spok Mobile 4.4 is to use the existing Spok Mobile Database server as the database that stays intact and is upgraded. The Care Connect Web/Device Preferences database must be rebuilt.

Before You Begin an Upgrade

  • Ensure that the Contact Center has been upgraded to a 1.9 version that supports the 4.5 Spok Mobile solution. See Spok Care Connect 1.9.
  • Download CCS 1.9 installer and bootstrapper on both the Care Connect (Platform) Server(s) and the Spok Mobile Server(s).
  • Prepare all required prerequisites on the Platform Server and the Spok Mobile Server according to Spok Mobile and Care Connect documentation.
  • Configure the Asset Folder directory on a separate location that resides on the Spok Mobile Server:
    • Copy the file upload folder content from the old server to the new location that resides on the Spok Mobile Server.
    • Configure the Asset Directory field. See Configuring System Settings.

You may want to reference the Contact Center system's implementation documentation. There may be additional configuration steps that must be performed to complete a successful upgrade of Spok Mobile.

The procedure to upgrade from Spok Mobile 3.5 to 4.5 involves two major parts. First the Database server must be upgraded to 4.2. Second, the Care Connect (Platform) Server and Spok Mobile Servers for 1.9/4.5 are installed and configured. The Care Connect Suite installer is used to perform the installations on the Care Connect, Spok Mobile, and database servers.

NOTE: The old Spok Mobile Server and the 4.5 Spok Mobile Server have the same DNS name but different IPs. After the upgrade, the DNS is updated to point to the IP address of the new server. If devices have issues with requests to Spok Mobile failing, restart the Wi-Fi and the devices will reconnect.

Keep a Backup of the Existing Database

Before you begin the upgrade, make sure you have a backup of the existing database(s) and the certificate that will migrate with the databases to support the encryption.

Upgrading a 3.5 Database to Spok Mobile 4.2

3.5 Database servers must be upgraded to 4.2 in order to complete later steps. 

Expand this section for the procedure to upgrade a 3.5 Database to 4.2.

  1. Download Spok Mobile 4.2 installer and bootstrapper on the 3.5 Spok Mobile server.

  2. Stop Windows services on the 3.5 server.

  3. Run the 4.2 Spok Mobile installer to upgrade only the Platform and Spok Mobile databases (no services). 

    1. Click on the Spok Mobile Services.msi file. The Welcome dialog displays.
  4. Click Next. The "verify" dialog displays.

    • Check the I have verified the above information confirmation box. Click Next.
  5. The Custom Setup dialog displays.

  6. In the Custom Setup dialog, de-select all options except for the databases you want to deploy.
  7. Click the Next button. The Database Configuration dialog displays.


    NOTE: When upgrading from version 3.5 to version 4.2 of the product, the installer does not detect the previous installation automatically if the 3.5 version was not installed to the default installation location. The default is C:\Program Files (x86)\Amcom Software for The Windows Services and C:\inetpub\wwwroot\ for IIS Services. If the 3.5 database is not in the default location, the location must be manually chosen by clicking the Browse button and choosing the desired location.
     
  8. Configure the following information:
    • Server Name - Enter the SQL Server name. If there is an instance, add a backslash and the instance name after the server name. Example: companyname.spok.com
    • Database - Enter the name of the database. The database name that needs to be entered in this field is the database that is being upgraded. Example: AmcomAmcPremiseCore
    • Application User - Enter the SQL username linked to the server. Please note that the username entered in this field must have “sysadmin” rights. This user is only used during installation. Example: amcom
    • Application Password - Enter the password linked to the SQL username. Please note that the password entered in this field must be linked to a user that has “sysadmin” rights.
  1. Click Test Connection. When the installer can establish a successful connection with the information that has been entered, the Next button displays.

  2. Click the Next button. The Ready to Install Spok Mobile dialog displays.

  3. Click Install. The Please wait while the Setup Wizard Installs Spok Mobile screen displays.

  4. Click the Next button. The Completed the Spok Mobile Setup Wizard dialog box displays.

  5. Click the Finish button. The database upgrade is complete. 

 

Migrating a 4.0, 4.2, or 4.4 Database

Databases that are on SQL Server 2008 or 2012 must be migrated to 4.5-compatible SQL Server 2014 or 2016. If the database being upgraded is already on Spok Mobile 4.5-compatible version, there may be no need to migrate the database because the server will be reused in the upgraded environment. The following procedure aims to minimize downtime during upgrades that require a database migration. In the first part of the procedure, backups are created while the services are operational. 

Expand this section if you need to migrate a database. 

  1. Locate the SQL Scripts, available with the CCS 1.9 installer installation media.

  2. Log into  the existing SQL Server (where the Spok Mobile database is deployed.)

  3. If the SQL Server is Enterprise Edition, execute 1_ExportCertificate.sql. If the SQL Server is Standard Edition, skip this step.
    This script will create the two certificates required for database encryption of an Enterprise Edition SQL Server.  When the script has been executed successfully, it will provide instructions for which files need to be copied and moved to the other server.

  4. Execute 2_BackupDatabases.sql. When the script has been executed successfully, it will provide instructions about which files need to be copied and moved to the other server.

  5. Log in to the new SQL Server for the 1.9/4.5 environment (2014 or 2016).

  6. Copy the two certificates (if applicable) and three backup files from steps 3 and 4 to the default SQL directory. If you do not know the directory, execute GetSQLServerDefaultBackupDir.sql to identify it.
    The following list of files will be transferred:

  • Spok_TDE_Certificate.cer (if Enterprise Edition)
  • Spok_TDE_Certificate_Key.pvk (if Enterprise Edition)
  • AmcomAmcPremiseCore.bak
  • AmcomCore.bak
  • AmcomMeta.bak
  1. If the SQL Server is Enterprise Edition, execute 3_ImportCertificate.sql. If the SQL Server is Standard Edition, skip this step.
  2. Execute 4_1_1_RestoreDatabases.sql 

At this point in the procedure, a partial restore of the database has been completed. Most of data has been restored on the new server. However, the database in not fully operational yet. The database is in the "Restoring" state. Perform the following steps to complete the database restoration/migration.

  1. Log in to the old 3.5, 4.0, 4.2, or 4.4 Application Server.

    1. Stop the following Windows services:
      • Spok Mobile Adapter (if running)
      • Spok Mobile Services
    2. Stop IIS services.
  2. Execute 4_1_2_BackupDatabasesDifferential.sql on the old database server. This back up grabs any changes since the back up created in step 4 to the moment the services were stopped in step 9.Transfer the new backup files to the new Database server location.

  3. Execute 4_1_3_RestoreDatabasesDifferential.sql on the new 4.5 SQL server.

 

Removing Existing Database Registrations: 4.5-Compatible Database Server

Expand this section if you will upgrade the existing server.

If the system that is being upgraded is version 4.x or greater and is being upgraded to a newer version, the customer’s existing registrations should be removed from the following tables in the existing AmcomAmcPremiseCore database (SQL Server|AmcomAmcPremiseCore|Tables) before upgrading the system:

  • Registrations (dbo.Registrations)
  • License (dbo.License)
  • REGISTRATION_FEATURE (dbo.REGISTRATION_FEATURE)
  • Devices (dbo.Devices)

 These existing registrations should be removed because when upgrading, the migration in the installer checks the registrations and because the registrations are found in the old database but not in the new database (AmcomMeta database), they are migrated again so these records re-appear in the Premise system.

Upgrading from 4.x to 4.5

Upgrades from Spok Mobile versions 4.0, 4.2, or 4.4 to 4.5 are performed using the Care Connect Suite installer. 

Uninstalling Spok Mobile 3.5, 4.0, 4.2, or 4.4

Expand this section if planning to use the existing Windows 2012R2 for the Spok Mobile Server after the upgrade to 4.5.

  1. Log in to the existing Spok Mobile (3.5, 4.0, 4.2, or 4.4) server.

  2. Stop Spok Mobile Windows services.
    SM_Windows_Services.png

  3. Open Program and Features

  4. Right click on the Spok Mobile application and click Uninstall.
    uninstall_SM.png

  5. When the Programs and Features dialog asks, "Are you sure you want to uninstall Spok Mobile?", click Yes.

  6. Wait while the un-installation configuration process is completed.
    Please_wait_SM_uninstall.png

  7. Spok Mobile has been uninstalled.

Care Connect Server Installation

See Implementing the Care Connect 1.9 Server for procedures to install the Platform (and DPE/CCWeb, if applicable) on the Care Connect Server.

NOTE: The Care Connect Suite installer does not default to the previously installed Spok Mobile installation locations. If installing to an alternate installation location, such as the D: drive, select the desired install location the first time the Care Connect Suite installer is run. After the initial upgrade using the Care Connect Suite installer, future upgrades should preserve the chosen install location(s). The standard Care Connect Suite installation locations are: C:\Program Files\Spok, C:\inetpub\wwwroot\Spok, and C:\inetpub\wwwroot\AMC

Care Connect Server Configurations

Expand this section for more information about upgrade-specific Care Connect Server configuration steps.

Before you begin the configuration, ensure the SSL certificates have been imported to the Platform Server. You will not be able to configure HTTPS until they are in place.

The configuration steps included below are items that are of particular importance for an upgrade. See Configuring Required Care Connect Web/Device Preferences Settings for complete information about configuring the Care Connect Server.

  1. If using mirroring, set up a failover partner. See Setting up a High Availability Spok Mobile Environment for more information.

  2. Log in to Platform Web.

  3. Navigate to the AdministrationEdit Settings page (See Configuring System Settings). 

  4. Under Web > IIS Configuration:
    • Update the Server Name field from localhost to the host name of the Platform Server name.
    • Select Enable HTTPS.
       
  5. Under Email > SMTP Settings, make sure the following fields are completed:
    • Host
    • Port
    • SMTP From
       
  6. Under Assets > Assets:
    • Update the Asset Directory Location field to point to the shared Asset folder.
  7. Save the changes.

  8. The Platform Server Name or IP page opens:
    • Select HTTPS.
    • Fill in the Platform Server name.
    • Click Save.

NOTE: This page requires SMTP setting validation, so the SMTP server should be prepared prior to saving.

Spok Mobile Server Installation

See Implementing the Spok Mobile 4.5 Server for procedures to install Spok Mobile 4.5 on its server.

NOTE: The Care Connect Suite installer does not default to the previously installed Spok Mobile installation locations. If installing to an alternate installation location, such as the D: drive, select the desired install location the first time the Care Connect Suite installer is run. After the initial upgrade using the Care Connect Suite installer, future upgrades should preserve the chosen install location(s). The standard Care Connect Suite installation locations are: C:\Program Files\Spok, C:\inetpub\wwwroot\Spok, and C:\inetpub\wwwroot\AMC

NOTE: If you install Spok Mobile 4.5 on a new/different server from the one used previously, you will need to upload the license used for the previous Spok Mobile version environment again following the 4.5 installation.

If you are upgrading a Smart Suite-integrated Spok Mobile 4.0 or 4.2 environment, you may need to complete an extra step to allow you to update the database connection information. This needs to be updated before you can log into the administrative interface to perform configuration steps. See Updating Database Connection for a Smart Suite-Integrated Spok Mobile Environment Upgrade for details.

Spok Mobile 4.4 Server Configurations

Expand this section for more information about upgrade-specific Mobile Server configuration steps.

Before you begin the configuration, ensure the SSL certificates have been imported to the Spok Mobile Server. You will not be able to configure HTTPS until they are in place.

The configuration steps included below are items that are of particular importance for an upgrade. See Configuring Spok Mobile Settings and Devicesfor complete information about configuring Spok Mobile.

  1. Login in Spok Mobile Admin at the following URL: http://localhost/amc/admin.

  2. The Edit Connection String page displays.

  3. Enter valid Username and Password for the SQL database and click Test

  4. When the test passes, the Successful connection to database message displays.

  5. Click Save.

  6. Navigate to System Configuration > Mobile. The Edit Mobile Configuration page displays.

  7. Update the Mobile Server Name field from localhost to the DNS name of the Spok Mobile Server.

  8. Select HTTPS.

  9. Confirm the information in other fields on the page.

  10. If you are using mirroring, enter the failover partner in the Secondary Server Name field. See Setting up a High Availability Spok Mobile Environment for more information.

  11. Click Save and Apply.

NOTE: The old Spok Mobile Server and the 4.5 Spok Mobile Server have the same DNS name but different IPs. After the upgrade, the DNS is updated to point to the IP address of the new server. If devices have issues with requests to Spok Mobile failing, restart the Wi-Fi and the devices will reconnect.

Confirm that Windows Services are running and there is a “HANDSHAKE ACCEPTED” message in the Windows Service log. This means that Spok's Hosted server has accepted the connection request initiated by the Spok Mobile Service.  If that is not the case starting it up manually will be necessary (right-click on the service and select Start).  "Handshake Accepted" will appear in the logs on the Mobile server in <install drive>\Program Files (x86)\Spok\Care Connect\Mobile Connect Services\logs\SM_CoreService.txt.

Configuring System Integrations Following the Upgrade

Expand this section for more information about upgrade-specific steps to take to ensure integrations are configured properly.

NOTE: When integrations are added or updated in environments configured for high availability, the changes are applied to the DRS web service’s web.config file. However, the changes to the secondary server’s web.config must be made manually. This can be done by copying the updated file from the primary server’s DRS (<IISROOT>\wwwroot\Amcom\AmcomDRS\web.config) and pasting the new file onto the secondary server to replace the existing file (<IISROOT>\wwwroot\Amcom\AmcomDRS\web.config).

This integration process will create projections for every host system user in the database. Until the process is fully completed, the Spok Mobile windows service will not be fully operational and different issues might occur as a result. Therefore, it is important to consider the time it takes to complete the integration piece of the process when thinking about the downtime of the overall upgrade.

  1. Navigate to Administration > Integration. The Manage Integration Settings page displays.

  2. Click Edit by the integrated host system. The Create Integration Settings page for that host system displays.

  3. Confirm that the fields are configured properly.

NOTE: The value for Host system URL is no longer present. The Windows services should be running and ready for integration. Before saving the integration record be sure that Host System is version that supports the 4.5 Spok Mobile solution.

The indication that the integration updates have been completed is when the spinner is replaced by green check mark and Edit and Delete buttons appear. You will not be able to do any integration-related operations, such as messaging, until the integration updates have been completed.  

Following Upgrades to 4.5

Although the services are working, the device-to-device messaging will not work because the DRS used in 3.5 is not migrated. Save the integration record for the Spok DRS used for 4.5.

For 3.5.8 to 4.x upgrades, run the following SQL command after the upgrade is completed:
USE [AmcomAmcPremiseCore]
GO
DELETE FROM License
DELETE FROM REGISTRATION_FEATURE
DELETE FROM Registrations
DELETE FROM Devices
GO