Interaction Search (Upgrading from Version 1 to 2)

Overview

Refer to the Interaction Search section for details on general Interaction Search usage.

Refer to the Upgrading to Interaction Search Version 2 section for the background on if and why you might need to follow the instructions in this section.

The following steps guide you through upgrading your existing Symbee Connect Interaction Search feature from version 1 (V1) to version 2 (V2). In summary, this process is:

1. Download the latest Interaction Search CloudFormation, and perform an Update on your existing stack. Notes:
   • There are some new CloudFormation parameters relating to upgrading/migration
   • The CloudFormation update creates a new DynamoDB table in your account, structured slightly different than the original table created by V1
   • By default the new DynamoDB table starts populating with new data only, from the time you perform the upgrade (so won't contain historical data)
2. Switch your Interaction Search version from V1 to V2 in the Symbee Connect Administration Portal
3. (Optional) Start the Interaction Search Migration Lambda, which will re-populate the new table with historical data. Notes:
   • This step is only required if you need to allow searches of old data prior to the upgrade

Step 1 - Download and Update your Interaction Search CloudFormation stack

1. Log into the Symbee Connect Administration Portal.
2. If you have more than one Environment configured within your Company in Symbee Connect, on the top Navigation bar, ensure you select the appropriate Environment you wish to configure for Interaction Search before downloading any CloudFormation script.
3. Then click on the main Function menu in the top navigation bar, and click on Feature Integrations (CloudFormations) in the Company Environment Configuration section.
4. From the Feature Integrations (AWS CloudFormations) page, scroll down and locate the Interaction Search CloudFormation and click the download link to download.
5. You will be prompted with a Save As dialog screen.
6. Save the sc-InteractionSearchCloudFormation.yaml file locally to your PC for use in the following steps.
7. Log Into your AWS Management Console.
8. Make sure you are in the correct AWS region where your current Interaction Search stack is deployed (see the top right of the Navigation bar).
9. Click on Services at the top, and under Management and Governance, choose CloudFormation.
10. From the CloudFormations console, select Stacks in the left-hand navigation bar, and locate your existing already deployed Interaction Search stack, and click into it.
11. On the existing stack's details page, select Update stack, then Make a direct update from the dropdown menu (button is in the top right of the screen).
12. You will be presented the Update Stack view:
    • Under the Prerequisite - Prepare Template section, select Replace existing template
    • Under Specify Template, select Upload a template file
    • Under Upload a template file, click Choose File
    • In the resulting file selector, find and upload the file you saved from Step 6 above
    • Click Next at the bottom

13. On the next Specify stack details page, it will be pre-populated with all your current settings. Under the Lambda Settings parameters section:

    • There are 5 Lambda Binary filename parameters (Interaction Search, Export, CleanUp, SQS, and Migration Lambdas) - they will each have an existing zip file selected.
    • Each of these has a drop-down of allowed values, with (intentionally) only 1 value available.
    • Update each parameter to select the single (only valid) option available for all 5 of these parameters.

14. Under the Migration Settings parameters section (at the bottom), there are two date parameters - StartDate and EndDate:

    • The values must be formatted as: CCYY/MM/DD.
    • Use these parameters to configure, when migration is started, the range of historical interaction metadata to bring into/reload into the new V2 version of the Interaction Search DynamoDB table.

15. Once you are finished updating parameters, click Next in the bottom right to progress

16. On the Configure Stack options, keep all the defaults, and scroll to the bottom - check the blue "I acknowledge that AWS CloudFormation might create IAM resources" check box, and click Next at the bottom
17. On the Review page, scroll to the bottom, and click the Submit button at the bottom to start the stack update.
    

The stack will take a minute or two to run. Click the refresh button to see progress, until deployment is complete.

Step 2 - Switch your Interaction Search version from V1 to V2 in the Administration Portal

Once the Interaction Search CloudFormation has been deployed (above), follow these steps to change your Interaction Search from V1 to V2:

1. Log into the Symbee Connect Administration Portal.
2. If you have more than one Environment configured within your Company in Symbee Connect, make sure you have the appropriate one selected. This can be found on the Navigation bar to the left of the Function menu.
3. Select Symbee Connect Integration from the main Function menu in the top navigation bar under Company Environment Configuration.
4. From the Symbee Connect Integration screen, expand the Interaction Search Configuration section
5. Update the Interaction Search Version setting from V1 to: V2
6. Click Save (top right).

Once this step is complete, the Interaction Search is immediately usable running V2, and can be used to Search for any interactions that complete on or after the point where you performed the upgrade.

To retroactively re-populate the V2 search metadata with older historical data, follow the two additional steps below to start the data migration.

Step 3 - Initiate Historical Data migration in Amazon EventBridge

The data migration process is performed by an AWS Lambda function deployed by the Interaction Search CloudFormation, which also creates a preconfigured schedule/rule in Amazon EventBridge to start the migration. Follow the steps below to enable the schedule in EventBridge to initiate the migration process.

1. Log Into your AWS Management Console.

2. Make sure you are in the correct AWS region where your current Interaction Search stack is deployed (see the top right of the Navigation bar).

3. Click on Services at the top, and under Application Integration, choose Amazon EventBridge.

4. From the EventBridge console, select Schedules in the left-hand navigation bar, and locate Schedule created by the Interaction Search stack - its name will start with "SCACInteractionsV2_Migration...", and select it (the checkbox on the left).

5. With the EventBridge Schedule selected, click the Enable button on the top-right of the table.

The migration process will begin within the next 60 seconds or so. You can check on progress from your Interaction Screen by searching on interactions for older dates/times.