Overview
As part of our ongoing effort to provide the best call quality and support, we will be migrating all inbound/outbound dialing and Agent WebRTC registration to AWS and phasing out the IBM infrastructure that supports customers today.
Below is an outline of the changes required to support this migration.
Why are we making this change?
Currently, the “Phone” login method requires that agents be assigned an arbitrary number. To login, agents then need to keep track of the number for access. Because the phone number is only required for the agents' audio path, the new SIP option will auto-select an available AWS number for the agent, removing the need to keep track of a phone number.
Don't Use Existing WebRTC Phone Numbers
Once the customer has been migrated, they will need to use the SIP option for login (if not using already). The old phone numbers that were being used will not work after the migration.
Prepare for Platform Changes
Here is a summary of system configurations you will need to complete. These are explained in detail further in this article.
- Create two new connections
- Import new Dial Translations to the existing "NetSapiens CX" table to accept the traffic from the new AWS servers
- Add new connections as the 3rd and 4th option to the relevant Route Profile
Customer Impact During Migration
Prepare for the following UI change and validation step.
- The agent login method will switch from from “Phone” to "SIP" at the agent login screen.
- You will need to validate the WebRTC connection to AWS with your test account (provided during migration testing).
📌 Process
Follow the steps below to prepare for the migration.
Step 1. Configure Connections
Prerequisite
In order to proceed, you will need the following information from the two existing CX connections (Registered Trunks):
- authentication user
- authentication realm
- authentication key
The new trunks are already configured on the CX/Ozonetel side and are expecting the same registration information from the two connections already in place. Follow the steps below to create the new connections with that existing information to ensure successful registration for your new trunks.
Duplicate Existing Connection Settings
Most of these values will be identical to the existing NetSapiens CX connections. Use them as a template to ensure proper configuration. The new connections point to new servers, but should not have any differences in settings.
Create two connections linking to the NetSapiens CX dial translation: one connection to usa-nv-sbc3.ozonetel.com and one connection to usa-nv-sbc4.ozonetel.com.
Follow these steps to create the connections.
- Navigate to Connections > Connections in the Core Module's Admin UI.
- Scroll to the bottom of the Connections table and click Add Connection.
- Be sure to use the following information when creating each of the two connections:
| Destination Host | Create one connection to usa-nv-sbc3.ozonetel.com and one connection to usa-nv-sbc4.ozonetel.com (use one at a time like in the example below) |
| IP Address | This is the IP address (see below) |
| From Host | Type in your root domain (ours would be netsapiens.com) |
| NatWan | automatic |
| Authentication User | Same as existing connection |
| Authentication Realm | Same as existing connection |
| Authentication Key | Same as existing connection |
| Send Register | Yes |
| Dial Translation | NetSapiensCX |
-
After the connections have been created, edit the connections and change the fields below.
| Request Host | Same as existing connection |
| Rules |
Add 3 rules here, each separated by a single space:
|
| Description | Add a friendly description here so that the connection can later be found using this term rather than the IP address. Use a different friendly term for the second connection. (E.g., we used CX AWS SBC1 as the descriptive name for our first connection to usa-nv-sbc3.ozonetel.com and CX AWS SBC2 for the second connection to usa-nv-sbc4.ozonetel.com) |
The first step is now complete. Two new connections have been added (both with friendly, descriptive names as explained above), usa-nv-sbc3.ozonetel.com and usa-nv-sbc4.ozonetel.com.
Step 2. Update Dial Translations
Dial Chain Check
This step may need to be adjusted for your specific configuration. If your chaining order is different, DO NOT import the data below as is. Modify these settings as needed. For example, No Match will route to Cloud PBX Features to dial 4-digit numbers. If this is not the table you use for that type of routing, you will need to update it to the name of the table being used.
Step 3. Update the Route Profile
NetSapiens CX allows traffic from both trunks to ensure failover. Add the two new connections to your NetSapiens CX Route Profile.
Wait to Prioritize New Connections
Please ensure you add these trunks as the 3rd and 4th trunk to the Routing Profile unless otherwise specified. This will ensure we don't send traffic to these trunks until we have scheduled the migration with you.
Follow the steps below to update your Route Profile.
- In the Manager Portal, navigate to the Route Profile page. Click on the existing NetSapiens CX Route Profile.
- Once you've opened the NetSapiens CX Route Profile, you should see something similar to below. Note the first and second connections are the IPs related to the legacy configuration.
- Add in the two new AWS Connections as the 3rd and 4th connection of the Route Profile. Leaving them at the bottom of the list will ensure traffic isn't sent to AWS until the migration has been scheduled with you.
📌 What's Next?
Now that we have the system ready to accept calls from AWS, we are ready to work with you to migrate your customers.
We will work with you directly on this and determine the best way to approach customer migrations. Our preferred method is to schedule a migration of all customers at once but if we need to break out a customer to migrate separate from the group, we can discuss how this can be done.
To contact us about scheduling a migration, please use the CX Support Portal discussed in "Netsapiens CX - Using the CX Support Portal".