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 2.8

1. Install the new b+s Connects for Service Cloud Voice 2.8 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

   No new Contact Center.

3. Test the new configuration

Upgrade to version 2.7

1. Install the new b+s Connects for Service Cloud Voice 2.7 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

   No new Contact Center.

3. Test the new configuration

Upgrade to version 2.6

1. Install the new b+s Connects for Service Cloud Voice 2.6 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 2.6 requires SSO Frame Path for the UCCE Single Sign-On only, for other login methods, SSO Frame Path field must be empty.

3. Test the new configuration

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

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.