Upgrade Procedure Steps:
Ticket Opening:
The client follows these steps through the store to order a PBXware upgrade, the ticket is then assigned to the system engineer responsible for the upgrade.
System Inspection:
The system engineer evaluates the system by examining its configuration, checking for custom development, ensuring sufficient space for the upgrade, and assessing the CDR table size. Depending on the client's current version, specific pre-checks are performed.
Pre-Check Results Notification:
Upon completion of the pre-check, the system engineer informs the client of the results. If no additional actions are required, the engineer proceeds with scheduling the upgrade. If actions are needed, the client is notified, and necessary steps are taken upon client approval.
Upgrade Scheduling:
The system engineer collaborates with the client to determine a suitable off-hours time frame for the upgrade. After receiving confirmation, the engineer proposes a specific time and date. The client is encouraged to be available on live chat during the upgrade for immediate post-upgrade testing.
Backup Creation:
Depending on the system environment, a backup is created:
- Standalone Environment: The client performs a manual backup or snapshot.
- SERVERware Environment: The system engineer executes a system clone.
In case of issues that cannot be addressed during off-hours, the system engineer can revert the system to the backup upon client request.
Initiating Upgrade:
The system engineer, after confirming the backup's creation, starts the upgrade procedure at the scheduled time. It is recommended that the client is available on live chat during the upgrade procedure.
Downtime:
During the upgrade, the client may experience downtime ranging from 15 to 30 minutes, contingent on system size and capabilities.
Post-Upgrade Testing:
After the upgrade, the client, if available, conducts necessary tests. Alternatively, the system engineer performs tests, including extension registration, making outbound and inbound calls, codec checks, etc. (Test extension provided by the client).
Client Monitoring:
The client monitors the system in the subsequent days, promptly notifying the team of any arising issues.