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Version: 2.5

Upgrade

This chapter outlines the steps required for a product upgrade installation in the Salesforce Service Cloud Voice.

Upgrade steps are described here with fewer details because a familiarity with the normal installation procedure is assumed.

Installing the upgrade during your contact center off hours, when all agents are logged out is recommended.

Upgrade to version 2.5​

  1. Install the new b+s Connects for Service Cloud Voice 2.5 managed package.

    The installation URL is provided directly or on request from Bucher + Suter.

    To install the release in a Sandbox environment, replace the "login.salesforce.com" part of the URL with "test.salesforce.com".

  2. Contact Center configuration

    b+s Connects for Service Cloud Voice 2.5 requires Contact Center V6, which was introduced in b+s Connects for Service Cloud Voice 2.4. No changes are needed in the Contact Center configuration, if you upgrade from b+s Connects for Service Cloud Voice 2.4 and if you are already using Contact Center V6.

  3. Test the new configuration

Upgrade to version 2.4​

info

When the Voice Call record is created on the IVR (CCE/CVP or CCX), the Voice Call record ID must be passed in a Peripheral Variable to the agent.

New in Service Cloud Voice 2.4, the Vendor Call Key used for the Voice Call record creation, must be defined in the CCE or CCX script and passed in an additional Peripheral Variable to the agent.

Changes in the CCE or CCX scripts are required. See Define Vendor Call Key in CCE script or Set Enterprise Call Info in CCX script for more details.

A new Contact Center V6 is required with a new parameter Call Variable for the Vendor Call Key.

  1. Install the new b+s Connects for Service Cloud Voice 2.4 managed package.

    The installation URL is provided directly or on request from Bucher + Suter.

    To install the release in a Sandbox environment, replace the "login.salesforce.com" part of the URL with "test.salesforce.com".

  2. Contact Center configuration

    b+s Connects for Service Cloud Voice 2.4 requires Contact Center V6, which was introduced in b+s Connects for Service Cloud Voice 2.4. Define new parameter Call Variable for the Vendor Call Key

  3. Adapt the CCE or CCX script

    Define a unique call ID as the Vendor Call Key and store value in the Peripheral Variable as configured in the Contact Center (parameter Call Variable for the Vendor Call Key). See Define Vendor Call Key in CCE script or Set Enterprise Call Info in CCX script

  4. Test the new configuration

Upgrade to version 2.2​

  1. Install the new b+s Connects for Service Cloud Voice 2.2 managed package.

    The installation URL is provided directly or on request from Bucher + Suter.

    To install the release in a Sandbox environment, replace the "login.salesforce.com" part of the URL with "test.salesforce.com".

  2. Contact Center configuration

    b+s Connects for Service Cloud Voice 2.2 introduces new configuration fields in the 'Contact Center' configuration and requires Contact Center V5.

    Import new Contact Center V5. See Import the Contact Center for guidance

    1. Copy the configuration from your existing Contact Center into the new imported V5 Contact Center

    2. Optionally, WCCAI transcriptions region can be configured for CCE / CCX. See Configure the Contact Center

      • Field Tenant

    3. Remove users from the existing Contact Center and assign them to the new V5 Contact Center. See Assign users to the Contact Center

    4. If you changed the InternalName of the Contact Center, update the Contact Center Developer Name in the IVR script (CVP script or CCX script)

    5. Test the new configuration

Upgrade to version 2.1​

  1. Install the new b+s Connects for Service Cloud Voice 2.1 managed package.

    The installation URL is provided directly or on request from Bucher + Suter.

    To install the release in a Sandbox environment, replace the "login.salesforce.com" part of the URL with "test.salesforce.com".

  2. Contact Center configuration

    b+s Connects for Service Cloud Voice 2.1 introduces new configuration fields in the 'Contact Center' configuration and requires Contact Center V4.

    Import new Contact Center V4. See Import the Contact Center for guidance

    1. Copy the configuration from your existing Contact Center into the new imported V4 Contact Center

    2. Optionally, Mobile Agent can be configured for CCE / CCX. See Configure the Contact Center

      • Field Mobile Agent Option

    3. Remove users from the existing Contact Center and assign them to the new V4 Contact Center. See Assign users to the Contact Center

    4. If you changed the InternalName of the Contact Center, update the Contact Center Developer Name in the IVR script (CVP script or CCX script)

    5. Test the new configuration

Upgrade to version 2.0​

  1. Install the new b+s Connects for Service Cloud Voice 2.0 managed package.

    The installation URL is provided directly or on request from Bucher + Suter.

    To install the release in a Sandbox environment, replace the "login.salesforce.com" part of the URL with "test.salesforce.com".

  2. Contact Center configuration

    b+s Connects for Service Cloud Voice 2.0 requires Contact Center V3, which was introduced in b+s Connects for Service Cloud Voice 1.4. No changes are needed in the Contact Center configuration, if you upgrade from b+s Connects for Service Cloud Voice 1.4 and if you are already using Contact Center V3.

  3. Test the new configuration

Downgrade to an older version of the solution​

caution

It is not possible to downgrade an installed package of an application in the Salesforce environment to an earlier version of the package. Either upgrade to a newer version or uninstall the package completely and then reinstall the old version.

To uninstall the new package and reinstall the old package, first consider the following:

  • The package cannot be uninstalled if any customizations in the Salesforce environment dependent on the installed package have been made. These customizations will also be removed.
  • Users that are assigned to the package and the Contact Center must be reassigned after reinstallation of the old version.
  • The Contact Center configuration needs to be reconfigured after reinstallation of the old version.
  • All information stored in fields provided by the "Connects for Service Cloud Voice" package is lost
info

An uninstall and new install of the Connects for Service Cloud Voice package resets license status to trial. The license must be activated by b+s and must then be reassigned to the users.

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