Update Chronicall or Avaya Call Reporting Guide | Windows & Linux

At some point, your software will need to be updated to include the latest feature packs and/or bug patches. Depending on the Operating System your server uses, you'll need to execute the appropriate updates accordingly. For Windows Instructions, proceed below. For Linux (CentOS & Debian) skip to the lower section of this article. 

NOTE: For the duration of the update, logging, call recording, and (if applicable) multimedia skills-based routing will be inoperable.

• For best practices on Multimedia restarts please follow this article

NOTE: Version Skipping

Do not skip major versions when updating!

• If you are on a 3.6 version, make sure you are updated to 3.6.56 before updating to 3.8.7
• If you are on a 3.8, make sure you are updated to 3.8.7 before updating to 3.12
• If you are on a 3.10 or 3.12 build, make sure you are updated to 3.12.6(a) before updating to 4.x
• You need to be on the 3.8.7 branch before updating to 3.12.6(a), and 3.126(a) before updating to 4.x

NOTE: Run a backup of Chronicall/ACR BEFORE performing any update!

• For more information on how to perform an unscheduled backup, please see this article.

NOTE: On Chronicall 4.2.10 and above there were some major changes in our definitions and how our reports run, especially when it comes to Agents (Contact Center/Realtime licensing) vs. Users (Basic Chronicall licensed users).   In some scenarios, you may need to recreate your scheduled reports to properly reflect the newly updated terminology of agents vs. users.

Windows

1. Navigate to our downloads page where you will be asked for your Xima Serial Key. This can be found on the Chronicall or Avaya Call Reporting home screen by clicking on Help -> About Chronicall or Help -> About Avaya Call Reporting.
   
2. Depending on your PBX type, you'll see it mentioned in the top Margin. If you do not, please reach out to Xima Support to confirm licensing on your Xima Serial Key.  Below we used an Avaya IP Office serial key, so it has pulled up all the appropriate downloads for Avaya IPO.  
   
   
   
   
3. Upon selecting "Update", a download will initiate the relevant .exe file you selected
4. Once complete, place this file on the Chronicall or ACR server within your network
5. Once you are ready to update, please stop all related Chronicall/ACR services and ensure the Chronicall or ACR application is completely closed as well.  
   • Stopping and starting services for Multimedia customers
   • Stopping and starting services for Non-multimedia customers
6. Run the file as an Administrator
   • NOTE: For the duration of the update, logging, call recording, and (if applicable) multimedia skills-based routing will be inoperable. You will need to agree to EULA within the process (and there will be an additional screen for those updating from 3.12.6 to 4.0+) to complete the update.
7. Once the update is complete, you will receive a dialog box indicating your update was successful
   • NOTE: If the update fails for any reason, please reach out to Xima Support for further assistance.
8. After receiving the completion message, please restart your peripheral services (E.g. Realtime Node, Recording Library, Multimedia, Dashboard, etc), if applicable, in order to bootstrap the updated files from the Chronicall Server

Linux (CentOS & Debian)

1. If you need to determine if you are using a RPM or Debian Linux server, see the bottom our Linux commands guide here
2. Navigating to our downloads page where you will be asked for your Xima Serial Key
   • This can be found by going to the Chronicall or Avaya Call Reporting home screen and clicking on Help -> About Chronicall or Help -> About Avaya Call Reporting
     
     
     
     
3. Depending on your PBX type, you'll see it mentioned in the top Margin.
   • NOTE: If you do not see the correct phone system listed above, please reach out to Xima Support to confirm licensing on your Xima Serial Key
     
     
     
     
4. Upon selecting "Update", a download will initiate of the relevant tar.gz file you selected
5. Once complete, place this file on the Chronicall or ACR server within your network via your preferred SSH client
   • NOTE: If you're unsure of what you need (either Debian or CentOS), type the command below in the command line of your SSH client. This will reveal the OS your Linux machine is operating with

     • cat /etc/*-release

6. This file will need to be unzipped from the tar.gz format. The command we use to do so is as follows

   • tar -xzf downloaded_file.tar.gz

7. After the folder and contents within have been extracted, navigate into that unzipped directory
8. Within the folder, you should see an update.sh file which will need to be run to complete the update
9. Once you are ready to update, please turn off all Chronicall/ACR services
   • Stopping and starting services for Multimedia customers
   • Stopping and starting services for Non-multimedia customers
   • NOTE: In the event you hit an error trying to run the update, you may need to move this downloaded file to the Home directory in Linux to get it to run appropriately.\
10. Now that services are stopped, use the command below to run the update

    • ./update.sh

11. Once executed, the command line will load all assets/resources being used in the update
12. After completion, you will need to restart the peripheral services (E.g. Realtime Node, Recording Library, Multimedia, Dashboard, etc), if applicable, in order to bootstrap the updated files from the Chronicall Server