Copying the Sinch Contact Center System

  1. Export the system model in IA:

    1. Open the system model in IA. The model can be in offline or online mode.

    2. Choose File > Export System Model.

    3. Define the name and folder for the system model file. The model is saved as an XML file.

  2. To make a new customer system from an existing one, open the definition file (XML file) in a text editor and change the values of the following customer-specific variables. Variables can be in different virtual units, thus, make sure you change them accordingly in all of them.

    CAUTION:

    Immutable variables cannot be changed in IA after they have been imported to the system.

    For all virtual units:

    • Virtual unit name. This name is repeated several times in the folder paths, and replacing may take several minutes.

    • IP address of the virtual unit.

    • Database server address or name.

    For virtual units where databases are installed:

    • Database server address or name.

    • Database name.

    • Database user name. Use a domain account and Windows authentication (default).

    • Database Collation.

    For web virtual units:

    • Connection Server (CoS) virtual unit IP address.

    • CoS certificate name.

    • TCP port.

    • Windows user for web related processes.

      Note:

      Do not define the new user’s password here but in IA later on. Passwords are not saved in the file as plain text.

    For other virtual units:

    • Certificate name and issuer. Use each customer a specific certificate. Certificates are mandatory for Connection Server (CoS) and Quality Monitoring Server (QMS), but also other servers may use secured connection.

  3. Make sure that user accounts for HAC Administration Users are defined with local administrator rights in the new servers as well.

  4. To import the system model in the new environment, open IA and choose File > Import System Model, and the appropriate file.

  5. Choose the HAC Node elements and change the HAC node names, server names, IP addresses and HAC trace log directories for all servers of the system model.

  6. Save the model.

  7. Start the HAC service on each server in the MS Services view. The name of the service is HAC [NODENAME].