Getting Started with Cisco Customer Response Applications 3.1(1)
Appendix D: Cisco CRA 2.x to 3.1 Profile Conversion
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Cisco CRA 2.x to 3.1 Profile Conversion

Cisco CRA 2.x to 3.1 Profile Conversion

If you are converting Cisco Customer Response Applications (CRA) 2.x to 3.1 and want to maintain existing profile information, you must use the LDAP conversion tool to convert configuration and Repository profiles.

If you will use this tool, you must do so after upgrading Cisco CRA and before you log in to the Cisco CRA web interface for the first time.

To convert configuration and Repository profiles to Cisco CRA 3.1, follow these steps:

Procedure
Step 1   Open a DOS console and go to the directory where CRA 3.1 was installed.

For example, if CRA 3.1 is installed in C:\Program Files\wfavvid\, enter the following command at the DOS prompt:

cd \Program Files\wfavvid\

and press Enter.

Step 2   Enter the following command to run the LDAP conversion tool, convert.bat:

convert.bat

and press Enter.

You are prompted for the 2.x profile name that you want to convert and the LDAP directory server where the profile is located.

Step 3   Accept default values, or enter your own values, and then press Enter.

A warning prompt appears.

Step 4   If the CRA 3.1 LDAP schemas have been installed on the servers, enter y; if the CRA 3.1 LDAP schemas have not been installed on the servers, enter n.

Note    If a 3.1 upgrade or install has been done, the schema is assumed to be the 3.1 LDAP schema. If the LDAP servers do not have the CRA 3.1 LDAP schemas installed, conversion will fail.

Conversion begins.

Step 5   During the conversion, perform the following procedures as necessary:

  • If you have previously upgraded CRA 2.0 to 2.1 or 2.2, the system will still have 2.0 profiles. When you run the conversion tool, it will allow you to use the 2.0 profiles, which results in overwriting the 2.1 or 2.2 profiles.
  • If you have CRA 2.x data, a prompt tells you to convert this data as shown.
  • If you have applications with the same name that were created for CRA 2.1 or 2.2 in the same profile, you are asked whether you would like to overwrite these applications with old 2.0 applications.

If you enter yes (y), you will lose all 2.1 or 2.2 applications with the same name. If you enter no (n), the system will discard 2.0 applications.

  • For Busy and RNA (Ring No Answer) applications that were created in CRA 2.x, a prompt asks you to enter a name for each application.

Enter a unique application name or press Enter to accept a default name that the conversion tool created.

  • If you have CRA 2.x with Intelligent Agent Queueing (IAQ), you may have previous IAQ data stored in your LDAP server. In this case, you will be asked to convert this data to 3.1. The system will move all IAQ data from the LDAP server to a Database server.

Enter y to convert it or n to discard previous IAQ data.

Note    In CRA 3.1, IAQ has been renamed Integrated Contact Distribution (ICD).

The conversion process is now complete. One of several prompts appears:

  • If your profile was converted successfully, a prompt asks you to choose whether you would like to keep a backup of the CRA 2.x profile.

Choose y to delete the backup profile or n if you would like to keep it.

  • If an error is encountered, it appears in the window. If the window scrolls by before you can read it, you can back out of the conversion and look at the conversiontool.log to analyze the error(s).
  • If the system experiences an unrecoverable error during conversion, a prompt tells you that an unrecoverable error occurred.

Restore back your 2.x profile when prompted. (If conversion was partially successful, you may choose to stay with the converted profile if no important data was lost.)

Step 6   Stop and then restart the Cisco CRA Engine.

Now you are ready to log in to the Cisco CRA web interface for the first time and perform the configuration and setup procedures. See the "Accessing the CRA Administration Web Interface" section and its following sections.




After you convert Cisco CRA 2.x profiles using the LDAP conversion tool, an agent may receive the following message when trying to log in to the Cisco Agent Desktop:

Error: Monitoring device extension: n. User cannot login from here.

If this message appears, from the Cisco CallManager Administration web pages,

  • Make sure that the phone device used by the agent is assigned to the agent.
  • Enable CTI Application Use.