Enterprise Intelligence Solutions

Customer Feedback

7.8.3 to 11.2 Migration Guide

Version 11.2

Document Revision 1.00

Confidential and Proprietary Information of Verint Systems Inc.

© 1992–2015 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.

All materials (regardless of form and including, without limitation, software applications,
documentation, and any other information relating to Verint Systems, its products or services) are
the exclusive property of Verint Systems Inc. Only expressly authorized individuals under
obligations of confidentiality are permitted to review materials in this document. By reviewing
these materials, you agree to not disclose these materials to any third party unless expressly
authorized by Verint Systems, and to protect the materials as confidential and trade secret
information. Any unauthorized review, retransmission, dissemination or other use of these
materials is strictly prohibited. If you are not authorized to review these materials, please return
these materials (and any copies) from where they were obtained. All materials found herein are
provided “AS IS” and without warranty of any kind.
Verint Systems Inc. does not warrant, guarantee or make any representation regarding the use or
the results of the use of the information, links, tools, and materials in terms of the accuracy,
reliability, quality, validity, stability, completeness, currentness, or otherwise of its content or
products. The entire risk as to the use, results and performance of information, links, tools and
materials provided or referenced herein is assumed by the user. Verint Systems Inc. shall not be
liable for damages resulting from the use, misuse or unlawful use of the information, links, tools,
and materials contained or referenced herein.
Any third party technology that may be appropriate or necessary for use with the Verint Product is
licensed to you only for use with the Verint Product under the terms of the third party license
agreement specified in the Documentation, the Software or as provided online at
[Link] You may not take any action that would separate the third
party technology from the Verint Product. Unless otherwise permitted under the terms of the third
party license agreement, you agree to only use the third party technology in conjunction with the
Verint Product.
The Verint Systems Inc. products are protected by one or more U.S., European or International
Patents and other U.S. and International Patents and Patents Pending.

All marks referenced herein with the ® or ™ symbol are registered trademarks or trademarks of
Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their
respective owners.

Visit our website at [Link]/intellectualpropertynotice for updated information on Verint

Intellectual Property.

Document Revision 1.00

Published April 28, 2015
 Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Data Mapped . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Data Migrated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Rollback Data Migrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Customer Feedback Migration Data Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Customer Feedback Migration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1. Prepare for the Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2. Map Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3. Migrate Supporting Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
4. Migrate Survey Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
5. Test the Target System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2 Prepare for Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Customer Feedback 7.8.3 Migration Prerequisites . . . . . . . . . . . . . . . . . . . . . . . 13
Version 11.2 Suite Migration Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Create Temporary Cache Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Create and Configure a Temporary Survey Server . . . . . . . . . . . . . . . . . . . . . . 15
Disable Customer Feedback ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Server or Desktop (used for Migration) Prerequisites . . . . . . . . . . . . . . . . . . . . . . 16
Copy the Customer Feedback Migration Tools . . . . . . . . . . . . . . . . . . . . . . . . . 17

3 Map Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Mapping Rules and Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configure the Employee Mapping Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Run the Employee Mapping Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Review and Manually Map Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
View employees who were successfully mapped . . . . . . . . . . . . . . . . . . . . . . . 25
View employees whose mapping failed . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
csv file descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Force Employee Mapping Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Edit the stage_employee_map_fail.csv File . . . . . . . . . . . . . . . . . . . . . . . . 27
Edit Employee Information in Version 7.8.3 or Version 11.2 . . . . . . . . . . . . . . . . 27
Verify Employee Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
 Contents

4 Migrate Support Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Requirements for Mapping Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Check Language Codes for Source and Target Systems . . . . . . . . . . . . . . . . . . . 31
Map Languages Between the Source and Target Systems . . . . . . . . . . . . . . . . . . 33
Configure the Support Entity Migration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Run the Support Entity Migration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Validate Migration Support Entity Results . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Rollback Migrated Support Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5 Migrate Survey Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Configure the Survey Result Migration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Run the Survey Results Migration Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Enable and Run Customer Feedback ETL . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Validate Migration of Survey Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Complete Post Migration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Rollback Migrated Survey Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Prevent the Export of Migrated Customer Feedback Survey Results to Quality Monitoring . . . . . 53

Customer Feedback 7.8.3 to 11.2 Migration Guide 4

Confidential and Proprietary Information of Verint Systems Inc.

 Preface

About This Guide

This guide provides instructions about migrating data from Customer Feedback 7.8.3 to
a Customer Feedback 11.2 system.

Intended Audience
This guide is designed to be used by:
 application consultants
 installers
 partners
 professional services
 support personnel

Related Documents
Depending on your environment, this guide works in conjunction with the following
guides:

Document Category Document Title

Installation Version 11.2 Workforce Optimization Installation

Guide

Migration Customer Feedback 7.8.3 to 11.2 Migration Guide

(this guide)
Preface About This Guide

Document Category Document Title

Configuration Enterprise Manager Configuration and

Administration Guide

User Management Guide

Administration Customer Feedback Administration Guide

User Customer Feedback User Guide

Documentation Feedback
We strive to produce the highest quality documentation products and welcome your
feedback. If you have comments or suggestions about our guides or online help, you can
email us. Please include the following information with your feedback:
 product name and version number
 name of online help or guide
 topic name and page number (if applicable)
 brief description of content
 your suggestion for correcting or improving the documentation
Please send your messages to userguides@[Link].
The email address is only for documentation feedback. If you have a technical question,
please contact Technical Support.

Technical Support
Our goal is to provide you with the best products backed by a high-quality support
network with a variety of resource options. Our technical support services include email
and telephone support.
To learn more about the support options that best suit your needs, visit us at
[Link]/EISsupport.

Verint University
In addition to documentation, online help, and support services, Verint Systems also
offers both classroom-based and online learning alternatives to suit your specific needs.
To learn more about available training options from Verint Systems, visit us at
[Link]/training.

Customer Feedback V7 to V11.2 Migration Guide 6

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 1

Overview

This chapter provides an overview and workflow for the migration process.

Topics
 Data Mapped, page 8
 Data Migrated, page 8
 Customer Feedback Migration Data Flow, page 9
 Customer Feedback Migration Workflow, page 10
Chapter 1 - Overview Data Mapped

Data Mapped
The data types mapped during Customer Feedback migrations from Version 7.8.3 to
Version 11.2 in the following order:
1 Employee mappings between destination and source systems, using the Employee
Mapping Tool. Only employees with surveys associated with them are mapped.
For details, see Chapter 3 “Map Employees”.
2 Languages configured for Version 7.8.3 are mapped to Version 11.2.
For details, see Chapter 4 “Migrate Support Entities”.

Data Migrated
The data types are migrated during Customer Feedback migrations from Version 7.8.3
to Version 11.2 in the following order:
1 Support entities, using the Support Entity Migration Tool. These entities include:
 Transactions
 Goals
 Business Objectives
 Questions
 Surveys
For details, see Chapter 4 “Migrate Support Entities”.
2 Survey results, using the Survey Results Migration Tool.
For details, see Chapter 5 “Migrate Survey Results”.

Rollback Data Migrations

If you need to roll back data migrations, you can use these tools:
 To roll back support entity data migrations, use the Support Entity Migration
Rollback Tool.
For details, see Rollback Migrated Support Entities, page 39.
 To roll back survey result migrations, use the Survey Result Migration Rollback Tool.
For details, see Rollback Migrated Survey Results, page 51.

Customer Feedback 7.8.3 to 11.2 Migration Guide 8

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview Customer Feedback Migration Data Flow

Customer Feedback Migration Data Flow

Customer Feedback 7.8.3 to 11.2 Migration Guide 9

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview Customer Feedback Migration Workflow

Customer Feedback Migration Workflow

After Version 11.2 is installed, the organizational hierarchy is configured, employees are
mapped and configured, you can migrate the data for each Customer Feedback Survey
Server site.
The data includes employee mapping between source and destination versions, support
entities and finally, survey results. You migrate one site at a time (on a site-by-site
basis, also known as gradual migration).
This section describes the workflow for migrating Customer Feedback data from the
source to the destination system.
The Customer Feedback Migration workflow consists of the following processes:
1. Prepare for the Migration on page 10
2. Map Employees on page 10
3. Migrate Supporting Entities on page 11
4. Migrate Survey Results on page 11
5. Test the Target System on page 11

IMPORTANT Log on to a Windows account that has local admin privileges (not
necessarily the 11.2 Management Services Account (previously known as
IMSA)). If you do not use the Management Services Account, you may not
be able to run integrated security to run the migration tool. You can use a
SQL account in the mapping tool configuration.

1. Prepare for the Migration

1 Customer Feedback 7.8.3 Migration Prerequisites, page 13
2 Version 11.2 Suite Migration Prerequisites, page 14
3 Server or Desktop (used for Migration) Prerequisites, page 16
4 Copy the Customer Feedback Migration Tools, page 17

2. Map Employees
1 Configure the Employee Mapping Tool, page 22
2 Run the Employee Mapping Tool, page 24
3 Review and Manually Map Employees, page 25

Customer Feedback 7.8.3 to 11.2 Migration Guide 10

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 1 - Overview 3. Migrate Supporting Entities

3. Migrate Supporting Entities

1 Requirements for Mapping Languages, page 31
2 Configure the Support Entity Migration Tool, page 35
3 Run the Support Entity Migration Tool, page 37
4 Validate Migration Support Entity Results, page 38
5 Rollback Migrated Support Entities, page 39 (If needed)

4. Migrate Survey Results

1 Configure the Survey Result Migration Tool, page 44
2 Run the Survey Results Migration Tool, page 47
3 Enable and Run Customer Feedback ETL, page 48
4 Validate Migration of Survey Results, page 49
5 Complete Post Migration tasks, page 50
6 Rollback Migrated Survey Results, page 51 (If needed)
7 Prevent the Export of Migrated Customer Feedback Survey Results to Quality
Monitoring, page 53 (Optional)

Migrating Multiple Survey Servers

Survey servers are physical machines. The number depends on the number of
employees or separate business lines/locations. When you need to migrate data from
multiple Survey servers to Version 11.2, the migration is done iteratively. Survey data is
migrated for one Survey server at a time. For details, see Chapter 5 “Migrate Survey
Results”.

5. Test the Target System

Use the Customer Feedback Site Acceptance Tests (SAT) to ensure that the 11.2
Customer Feedback is working properly.

Customer Feedback 7.8.3 to 11.2 Migration Guide 11

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 2

Prepare for Migration

This chapter describes how to prepare for Customer Feedback migration.

Topics
 Customer Feedback 7.8.3 Migration Prerequisites, page 13
 Version 11.2 Suite Migration Prerequisites, page 14
 Server or Desktop (used for Migration) Prerequisites, page 16
 Copy the Customer Feedback Migration Tools, page 17
Chapter 2 - Prepare for Migration Customer Feedback 7.8.3 Migration Prerequisites

Customer Feedback 7.8.3 Migration

Prerequisites
Before beginning the Customer Feedback data migration, Customer Feedback 7.8.3
must be ready as follows:
 Hotfix Rollup 3 (HFR3) must be installed.
 All administrative activity has stopped. Changes cannot be made to the following
entities:
- Users
- Transactions
- Goals
- Business Objectives
- Languages
- Questions
- Surveys

Customer Feedback 7.8.3 to 11.2 Migration Guide 13

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Prepare for Migration Version 11.2 Suite Migration Prerequisites

Version 11.2 Suite Migration Prerequisites

Before beginning the Customer Feedback data migration, the 11.2 suite must be ready
as follows:
 Customer Feedback data is not in the database.
 All organizations have been created.
 All employees have been created.
All employees for whom you are migrating data from Version 7.8.3 to Version 11.2
must be set up and configured in Version 11.2.
It is important that you work with a customer contact who is knowledgeable about
the data being migrated. They need to be able to make the necessary structural and
hierarchical decisions for the Version 11.2 system.
 Ensure that the effective date range is set correctly for employees.
The Survey Result Migration Tool checks the effective date range of employee when
migrating survey results. Survey results outside the effective date range of a
mapped employee are not migrated.
 A language must be created to match each 7.8.3 language. Do not create more
languages in Version 11.2 while the migration is underway.
 Configure the Call Transfer settings.

Related information
Version 11.2 technology and architecture (Workforce Optimzation Technical Overview)
Setting up the organizational hierarchy and configuring employees (Enterprise Suite
User Management Guide)
Create Call Transfer Settings (Customer Feedback Survey Server Interface Reference)

Create Temporary Cache Database

Customer Feedback migration requires a temporary cache database (SSCACHEDB). This
temporary cache database (SSCACHEDB) must be on the server where the 11.2
Framework Data Warehouse and ETL Staging Database are installed. Ensure that the
space for cache database is approximately the same size as the Customer Feedback
V7.8 SP3 ws_cf database at the time of migration.

Procedure
1 On the installation media, in the Components\Shared Components\Survey Server
Database folder, locate the [Link].
2 Copy the [Link] to the CacheDB Install folder on the Framework DB
server.
3 Edit Install_CacheDB.bat with the correct parameters.
4 Start a Windows Command Processor (Run as Admin).

Customer Feedback 7.8.3 to 11.2 Migration Guide 14

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Prepare for Migration Create and Configure a Temporary Survey Server

5 Change to the CacheDB Install folder.

6 Run Install_CacheDB.bat.

What to do next
Create and Configure a Temporary Survey Server, page 15

Create and Configure a Temporary Survey Server

The Customer Feedback migration requires a temporary Survey server.
The temporary Survey server must be a separate Site platform.

Minimum server requirements

 Processor speed: 1.4 GHz
 RAM: 2 GB
 NIC: 100 Mbps
 Disk space: 10-GB free space
IMPORTANT If you want to reuse this temporary server for production, it must meet
the requirements in the CFE Guide.

Before you begin

Create Temporary Cache Database, page 14

Procedure

Installation
1 Install the Customer Feedback Survey platform.

Configuration in Enterprise Manager

2 In the Installation tree, create a server node for the Customer Feedback Survey
server.
3 Activate the Customer Feedback Survey role.
4 Turn on Advanced Mode.
a. Select the Enterprise node.
b. Select More Actions > Turn Advanced Mode On.
5 In the Installation tree, expand the Customer Feedback server node.
6 Select the Customer Feedback Survey server role.
7 In the Survey Server Cache database section, Host Name field, specify the database
server for temporary cache database.
8 Wait for the configuration changes to complete.

Customer Feedback 7.8.3 to 11.2 Migration Guide 15

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Prepare for Migration Disable Customer Feedback ETL

What to do next
1 Enable ETL.
2 Check ETL Status page.
3 Check Sync service log on the temporary Survey server.
Location: \Impact360\Data\Logs\SurveyServer\sync

Related information
System platform installation (WFO Installation Guide)
Manage servers (Enterprise Manager Configuration and Administration Guide)
Server role configuration (Enterprise Manager Configuration and Administration Guide)

Disable Customer Feedback ETL

For the Customer Feedback migration, the standard Customer Feedback ETL is disabled
to prevent it from running as scheduled.

Before you begin

Create and Configure a Temporary Survey Server, page 15

Procedure
1 In the 11.2 system, go to System Management > Customer Feedback >
Settings.
2 In the ETL Settings section, clear the Enable Survey Load and Purge check box.
3 Click Save.

Server or Desktop (used for Migration)

Prerequisites
SQL Server Integration Services (SSIS) must be installed on the server or desktop
machine where you plan to run the migration tool.

Related information
Technology Requirements (Customer Feedback Migration Release Notes)

Customer Feedback 7.8.3 to 11.2 Migration Guide 16

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 2 - Prepare for Migration Copy the Customer Feedback Migration Tools

Copy the Customer Feedback Migration Tools

The Customer Feedback migration tools include:
 Employee Mapping Tool
Associates employees from the source system with employees in the target system.
 Support Entity Migration Tool
Migrates support entities from the source system to the target system. Support
entities include transaction types, business objectives, questions and associated
sound files, surveys and associated sound files, and goals.
 Support Entity Migration Rollback Tool
Rolls back the support entity migration to the target system.
 Survey Result Migration Tool
Migrates survey results from the source system to the target system.
 Survey Result Migration Rollback Tool
Rolls back the survey server results migration to the target system.

Procedure
1 On the Verint Portal, go to the migration tools area.
2 Open the Customer Feedback V7.x folder.
3 Download one of the zip files to the location that you plan to run the migration.
(This location can be either the SQL Server where the Version 11.2 databases are
located or a desktop with SSIS installed.)
 CF7.8.3 To 11.2 Migration (SSIS 2008).zip
 CF7.8.3 To 11.2 Migration (SSIS 2012).zip
4 Unzip the file to a local folder.
Each migration tool folder includes the following files:
 *_options.txt file that you configure.
 *.bat file that you configure and run in a Command line.
 *.dtsx file used by SQL Server SSIS to perform the task.
Once you run the migration tools, each tool generates a *.log file showing the
migration results.
The Employee Mapping Tool also generates *.csv files showing the successful and
unsuccessful employee mappings.

Customer Feedback 7.8.3 to 11.2 Migration Guide 17

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 3

Map Employees

This chapter describes how to map employees between the source and destination
Customer Feedback systems.

Topics
 Overview, page 19
 Mapping Rules and Processes, page 20
 Configure the Employee Mapping Tool, page 22
 Run the Employee Mapping Tool, page 24
 Review and Manually Map Employees, page 25
Chapter 3 - Map Employees Overview

Overview
Mapping employees from the source system to the destination system for the survey
result mapping tool to migrate data accurately for each employee.
IMPORTANT The Customer Feedback migration tools are meant to migrate survey
results to the Version 11.2 system. The tools are not meant to migrate
employees.
Before Customer Feedback migration can take place, Version 11.2
employees must have been migrated to and configured on the destination
11.2 system.
Only then can the Customer Feedback employee mapping described in this
section take place.

You use the Employee Mapping tool to map employees. Only employees that have
Customer Feedback survey data associated with them in the source system are mapped
to the 11.2 destination system.

Customer Feedback 7.8.3 to 11.2 Migration Guide 19

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Mapping Rules and Processes

Mapping Rules and Processes

The mapping rules and process are as follows:
 For best results, employees in the source Version 7.8.3 system are set up with an
IVR login ID, similar to the following example.

 The mapping tool maps the IVR login of each employee in the source system to the
ACD data source employee ID configured for use with Customer Feedback in the
Version 11.2 system.
IMPORTANT Customer Feedback Call Transfer Settings must be created to use the ACD
data sources created for Customer Feedback. The tool only looks for the
ACD data sources configured in Call Transfer Settings.

 When employees cannot be mapped for any of the following reasons, the tool places
the employee information in the stage_employee_map_fail.csv file:
 If employee IVR Login IDs are not matched and the tool maps by last name and
first name
 If there is no match in both last name and first name
 If there is a match in last name but not in first name
 If for any Version 7.8.3 user, there are multiple V11.2 users with the same last
name and first name
 If for any Version 7.8.3 user, there are multiple V11.2 users with the same IVR
login ID from multiple ACD data sources.
Before remapping, administrators can work with customers to determine which user
records to correct, keep, remove, or insert in the Version 11 system
NOTE If a 7.8.3 user is mapped to an 11.2 user and an attempt is made to
remap the user, the second mapping is the final.

It is also possible to force employee mapping. For details, see Force Employee
Mapping Manually, page 27.

Customer Feedback 7.8.3 to 11.2 Migration Guide 20

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Mapping Rules and Processes

 It is possible to create two entries manually in the stage_employee_map.csv file

and force two employees in CF 7.8.3 to be merged to a single employee in Version
11.2.
 Matched records of mapped employees are inserted in the staging table
(stage_employee_map) in the ETLSTAGINGDB database.
 The employee mapping process is iterative. It generates the following *.csv output
files for your analysis:
 stage_employee_map.csv
 stage_employee_map_fail.csv
Once you correct these files, they are not overwritten even if you run the Mapping
Employee tool again.
 After employee mapping, configure all roles and privileges using the Version 11.2
User Management module.
 Customer Feedback 7.8.3 does not capture the employee start and end date range,
so this information is not carried forward in the migration. The dates in the Version
11.2 system apply.

Customer Feedback 7.8.3 to 11.2 Migration Guide 21

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Configure the Employee Mapping Tool

Configure the Employee Mapping Tool

The Employee Mapping Tool associates employees from the source system with
employees in the destination system. The placeholders (tokens) in the
Employee_Mapping_Tool_options.txt file must be replaced with the values for the
customer environment.

Procedure
1 Go to the location where you downloaded and extracted the Employee Mapping Tool
and click the folder to open it.
2 If you see any log files in the folder (such as the [Link]),
delete them.
3 Right-click Execute_Employee_Mapping_Tool.bat and from the menu, select
Edit to open the file.

C:\Program Files\Microsoft SQL Server\100\DTS\Binn\dtexec is the default

path where the SQL utility tool ([Link]) is located.
If the SQL Server installation path is different from this default path, modify this
*.bat file and insert the correct path. Then save and close this file.
4 Right-click the Employee_Mapping_Tool_options.txt file, and select Edit from
the menu to open the file.
5 Replace the placeholder tokens (enclosed in dollar signs ($)) with the appropriate
value for the customer environment:
 Path for the SSIS package file, [Link], which resides in
the same folder as the Employee_Mapping_Tool_options.txt.
- $PACKAGE_FILE_PATH$
 11.2 BPMainDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 BPWarehouseDB database server name and port.
- $V11_SERVER_NAME$

Customer Feedback 7.8.3 to 11.2 Migration Guide 22

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Configure the Employee Mapping Tool

- $PORT_NUMBER$
 11.2 ETLSTAGINGDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 7.8.3 Customer Feedback server name, port number, and the user login and
password for database. Initial Catalog value is the name of the Customer
Feedback 7.8.3 database.
- $V783_SERVER_NAME$
- $V783_PORT_NUMBER$
- $USER_ID$
- $PASSWORD$
 Path for the stage_employee_map.csv file configured earlier to map
languages in the source and target systems.
- $PACKAGE_FILE_PATH$
 Path for the stage_employee_map.csv_fail.csv file configured earlier to map
languages in the source and target systems.
- $PACKAGE_FILE_PATH$
 Path for the [Link] file generated after you run the
migration tool
- $OUTPUT_FILE_PATH$
6 If you logged on using an account that is not a Managed Services Account and it
does not have write permission to BPMAINDB, modify the connection string to use a
SQL account.

Replace With

Integrated Security=SSPI UserID=$USERID$;Password=$PASSWORD$

7 If you logged on using an account that is not a Managed Services Account and does
not have write permission to ETLSTAGINGDB, modify the connection string to use a
SQL account.

Replace With

Integrated Security=SSPI UserID=$USERID$;Password=$PASSWORD$

8 Save and close the file.

What to do next
Run the Employee Mapping Tool, page 24

Customer Feedback 7.8.3 to 11.2 Migration Guide 23

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Run the Employee Mapping Tool

Run the Employee Mapping Tool

The Employee Mapping Tool associates employees from the source system with
employees in the target system. It generates two files for your analysis. The employee
mapping process is iterative. You can rerun this tool until all the employees are mapped
correctly.
The following *.csv output files for your analysis:
 stage_employee_map.csv - Shows the employees that were successfully mapped
 stage_employee_map_fail.csv - Shows the employees for whom the mapping failed.
Example: Failure can occur if the system attempts to map employees to more than
one data source.
These files are not overwritten when the tool is rerun.

Before you begin

Configure the Employee Mapping Tool, page 22

Procedure
1 Start a Windows Command Processor (Run as Admin).
2 Run [Link] to open the Command Prompt window.
3 Type cd\ to change the directory shown in the Command Prompt window, then
type:
C\<folder>\Employee Mapping Tool>Execute_Employee_Mapping_ [Link]
4 To run the batch command, press ENTER.

What to do next
Review and Manually Map Employees, page 25

Customer Feedback 7.8.3 to 11.2 Migration Guide 24

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Review and Manually Map Employees

Review and Manually Map Employees

You use the two files created after running the Employee Mapping Tool to review and
manually adjust/correct employee mappings.

View employees who were successfully mapped

Before you begin
Run the Employee Mapping Tool, page 24

Procedure
1 Right-click the stage_employee_map.csv, and review the employees whose
mapping was successful.

Related topics
csv file descriptions, page 26

View employees whose mapping failed

Before you begin
Run the Employee Mapping Tool, page 24

Procedure
1 Right-click the stage_employee_map_fail.csv file and review the employees
whose mapping has failed.

Common reasons employee mappings fail

In general, employee mappings between the source and target systems fail because:
 Mapping occurs with IVR login ID, but falls outside effective dates.
 Mapping occurs through matching by name, but falls outside effective dates.
 Mapping employees from Version 7.8.3 by IVR login ID fails.
 Mapping employees in Version 11.2 with Version 7.8.3 fails.
 Mapping employees to more than one data source in Version 11.2.

Related topics
csv file descriptions, page 26

Customer Feedback 7.8.3 to 11.2 Migration Guide 25

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees csv file descriptions

csv file descriptions

Both the stage_employee_map.csv. and the stage_employee_map_fail.csv files
have the same columns except for the last column. In the stage_employee_map.csv
file, the last column is state, whereas in the stage_employee_map_fail.csv, the last
column is failstate.
Each employee’s information is populated in the following columns:
 employee_number
 employee_name
 vru_login
 call_info_start
 call_info_end
 EMPLOYEEID
 EXTERNALEMPIDENT
 STARTTIME
 ENDTIME
 FIRSTNAME
 LASTNAME
 DATASOURCEID
 DATASOURCENAME
 state
Indicates how the employee was mapped
Example: Matched by ACD ID (where the employee in the source system had an IVR
login ID matched to a data source in the target system)
 failstate
Indicates why the employee mapping failed

Related topics
View employees who were successfully mapped, page 25
View employees whose mapping failed, page 25

Customer Feedback 7.8.3 to 11.2 Migration Guide 26

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Force Employee Mapping Manually

Force Employee Mapping Manually

There are several strategies you can use to resolve failed employee mappings to insert
the correct employee information into the columns in the stage_employee_map.csv:

Edit the stage_employee_map_fail.csv File

Before you begin
View employees whose mapping failed, page 25

Procedure
1 Right-click the stage_employee_map_fail.csv file, and select Edit.
2 Locate the information that needs to be fixed in the file and make required changes.
3 Select the edited information, and use the Copy command.
4 Save and close the file.
5 Open the stage_employee_map.csv file and paste the corrected employee
mapping information into it, then close and save the file.

What to do next
Run the Employee Mapping Tool, page 24
The stage_employee_map.csv is not overwritten, and the mapping is corrected.

Edit Employee Information in Version 7.8.3 or Version 11.2

Before you begin
View employees whose mapping failed, page 25

Procedure
1 Log on to either the Customer Feedback Version 7.8.3 or the suite Version 11.2.
2 Go to the User Management area for that system:
 In Version 7.8.3, go to the App Admin > User Management > Employee
Information area.
 In Version 11.2, go to User Management > Employees > Profiles.
3 Change employee information as required, such as agent IDs, data source
information.
4 Run the Mapping Tool again. The *.csv files are updated with correct mapping
information.

Customer Feedback 7.8.3 to 11.2 Migration Guide 27

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 3 - Map Employees Verify Employee Mapping

Verify Employee Mapping

Ensure that all source system employees have been mapped to target system
employees, and correctly inserted in the staging table (stage_employee_map) in the
ETLSTAGINGDB database.

1 Start Microsoft SQL Server Management Studio.

2 Connect to the target system server to which you had mapped the employee
information.
3 Expand Databases > ETLSTAGINGDB > Tables.
4 Under Tables, scroll down to the stage_employee_map table, and right-click it.
5 To display the employees mapped to the target system, select Select Top
<number> Rows:

In the right panel, in the lower half of the screen, the list shows all successfully
mapped employees.
6 Verify that all employees that need to be mapped to the target system are shown on
this list.
NOTE Do not change the database. This procedure is meant for verification
purposes only.

Customer Feedback 7.8.3 to 11.2 Migration Guide 28

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 4

Migrate Support Entities

This chapter describes how to migrate Customer Feedback support entities.

Topics
 Overview, page 30
 Requirements for Mapping Languages, page 31
 Configure the Support Entity Migration Tool, page 35
 Run the Support Entity Migration Tool, page 37
 Validate Migration Support Entity Results, page 38
 Rollback Migrated Support Entities, page 39
Chapter 4 - Migrate Support Entities Overview

Overview
The Support Entity Migration tool migrates these entities from the Customer Feedback
7.8.3 database (ws_cf) to the Version 11.2 BPMAINDB database:
 Transactions
 Goals
 Business Objectives
 Questions
 Surveys
Before migrating the support entities, map the language information between Versions
7.8.3 and 11.2.
Mapping must be done manually because the language codes used by the two system
versions are different.
NOTE While survey definitions are migrated, Survey Assignments are not.
Survey Assignments must be configured in Version 11.2 after the
migration.

Customer Feedback 7.8.3 to 11.2 Migration Guide 30

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Requirements for Mapping Languages

Requirements for Mapping Languages

Mapping of languages from the source system is a manual process completed on-site.
The result is a file used by the Support Entity Migration Tool.
The requirements for language mapping are:
 In Version 11.2, a language must be created to match each 7.8.3 language. Do not
create more languages in Version 11.2 while the migration is underway.
 The Version 7.8.3 default language must be mapped to the Version 11.2 default
language.
 Each Version 7.8.3 language must be mapped to only one language in Version 11.2.

What to do next
Check Language Codes for Source and Target Systems, page 31

Check Language Codes for Source and Target Systems

To identify the languages and IDs that you need to map, view the language tables in
Microsoft SQL Server Management Studio.

Before you begin

In Version 11.2, set up the same languages that exist in Version 7.8.3. The languages
set up in both systems must be identical.

Procedure
1 Start Microsoft SQL Server Management Studio.
2 Connect to the source system (Customer Feedback 7.8.3).
3 Expand Databases > ws_cf > Tables.
4 Scroll down and right-click dbo.multi_Lang, then select Top <number> Rows.
5 On the lower, right area of the screen, the lang_id column shows the values for the
languages configured in the 7.8.3 system.

Customer Feedback 7.8.3 to 11.2 Migration Guide 31

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Check Language Codes for Source and Target Systems

Example: 1 for English, 2 for Spanish.

6 Connect to the target system server to which you are migrating Customer Feedback
source data (Version 11.2).
7 Expand Databases > ETLSTAGINGDB > Tables.
8 Scroll down and right-click the [Link] table, then select Select Top
<number> Rows.
9 In the lower, right area of the screen, the ID column shows the values for the
languages configured in Version 11.2

Customer Feedback 7.8.3 to 11.2 Migration Guide 32

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Map Languages Between the Source and Target Systems

Example: en_us for English (United States) and es for Spanish.

10 Note the ID values shown for each language, so you can map them to each other in
the language_map.csv file.

What to do next
Map Languages Between the Source and Target Systems, page 33

Related topics
Create a language (11.2 Customer Feedback Administrative Guide)

Map Languages Between the Source and Target

Systems
Mapping of the languages from the source to the target system is a manual process
completed on site by the Systems Engineer. The result is a language mapping file used
by the Support Entity Migration Tool.

Before you begin

Check Language Codes for Source and Target Systems, page 31

Customer Feedback 7.8.3 to 11.2 Migration Guide 33

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Map Languages Between the Source and Target Systems

Procedure
1 Go to the location where you downloaded and extracted the Support Entity
Migration Tool and click the folder to open it.
2 Select and right-click the language_map.csv file, and then select Edit to open the
file:

There are two columns, lang_id_783 and lang_id_v11.

3 Enter the appropriate language codes for Version 7.8.3 and Version 11.2 that you
had viewed in the language tables in the Server Management Studio. Separate
Version 7.8.3 and Version 11.2 code values for each language with a comma.
The value types are different:
 lang_id_783 : smallint [numeric value used in Version 7.8.3]
 land_id_v11 : varchar(5) [alphanumeric value with up to five characters used
in Version 11.2]
‘0’ is the default language value for Version 7.8.3, while there is no value shown for
the default under Version 11.2.
Example: Language Mapping
"lang_id_783","lang_id_v11"
"0",""
"1","en_us"
"2","es"
4 Ensure there is an entry for each language with the appropriate values, so
languages are mapped from the source to the target versions.
5 Save and close the file.

What to do next
Configure the Support Entity Migration Tool, page 35

Customer Feedback 7.8.3 to 11.2 Migration Guide 34

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Configure the Support Entity Migration Tool

Configure the Support Entity Migration Tool

The Support Entity Migration tool migrates these entities from the Customer Feedback
7.8.3 database (ws_cf) to the Version 11.2 BPMAINDB database:
 Transactions
 Goals
 Business Objectives
 Questions
 Surveys

Before you begin

Requirements for Mapping Languages, page 31

Procedure
1 Go to the location where you downloaded and extracted the Support Entity
Migration Tool and click the folder to open it.
2 If you see any log files in the folder (such as the [Link]),
delete them.
3 Right-click Execute_Support_Entity_Migration.bat and select edit from the
drop-down menu to open the file.

C:\Program Files\Microsoft SQL Server\100\DTS\Binn\dtexec is the default

path where the SQL utility tool ([Link]) is located.
If the SQL server installation path is different from this default path, edit this *.bat
file and insert the correct path. Then save and close this file.
4 Right-click the Support_Entity_Migration_options.txt file and select Edit from
the drop-down menu to open the file.
5 Replace the placeholder tokens (enclosed in dollar signs ($)) with the appropriate
value for the customer environment:
 Path for the SSIS package file, [Link], which resides in
the same folder as the Survey_Entity_Migration_options.txt.
- $PACKAGE_FILE_PATH$
 11.2 BPMainDB database server name and port.

Customer Feedback 7.8.3 to 11.2 Migration Guide 35

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Configure the Support Entity Migration Tool

- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 BPWarehouseDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 ETLSTAGINGDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 7.8.3 Customer Feedback server name, port number, and the user login and
password for database. Initial Catalog value is the name of the Customer
Feedback 7.8.3 database.
- $V783_SERVER_NAME$
- $V783_PORT_NUMBER$
- $USER_ID$
- $PASSWORD$
 If you want to place the migrated support entities under a particular organization
in 11.2, provide the organization name. If you do not enter a name, by default
the support entities appear beneath the root organization.
- $ORGANIZATION_NAME$
 Path for the language_map.csv file configured earlier to map languages in the
source and target systems.
- $PACKAGE_FILE_PATH$
 Path for the [Link] file generated after you run the
migration tool
- $OUTPUT_FILE_PATH$
6 Close and save the file once you complete your changes.

What to do next
Run the Support Entity Migration Tool, page 37

Customer Feedback 7.8.3 to 11.2 Migration Guide 36

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Run the Support Entity Migration Tool

Run the Support Entity Migration Tool

The Support Entity Migration tool migrates these entities from the Customer Feedback
7.8.3 database (ws_cf) to the Version 11.2 BPMAINDB database:
 Transactions
 Goals
 Business Objectives
 Questions
 Surveys

Before you begin

Configure the Support Entity Migration Tool, page 35

Procedure
1 Run [Link] with elevated privileges (Run as Administrator) in Windows to open
the Command Prompt window.
2 Type cd\ to change the directory shown in the Command Prompt window, then
type:
C\<folder>\Support Entity Migration Tool>Execute_Support_Entity_Migration.bat
3 To run the batch command, press ENTER.
4 To ensure that there are no errors, review the log file generated once the batch
command runs successfully.

What to do next
Validate Migration Support Entity Results, page 38

Customer Feedback 7.8.3 to 11.2 Migration Guide 37

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Validate Migration Support Entity Results

Validate Migration Support Entity Results

After you migrate support entities, you can validate the success of the migration by
viewing the migrated data that now populates the support entity screens.

Before you begin

Run the Support Entity Migration Tool, page 37

Procedure
1 Log on to the Version 11.2 system as an administrator with privileges for Customer
Feedback administration
2 Go to Customer Feedback to view the support entity data:
 Business Objects
 Questions
 Surveys
 Goals
 Transactions
3 Review data to ensure that all support entities were migrated properly.

Customer Feedback 7.8.3 to 11.2 Migration Guide 38

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Rollback Migrated Support Entities

Rollback Migrated Support Entities

If you decide to reverse the changes made after you migrate the support entities from
Version 7.8.3 to Version 11.2, you can roll back the migration using the following
procedure.
You cannot run this procedure after you migrate survey results. First, roll back the
survey result migration.

Procedure
1 Go to the location where you downloaded and extracted the Support Entity
Migration Tool and click the folder to open it.

2 If you see any log files in the folder (such as the

[Link]), delete them.
3 Right-click Execute_Support_Entity_Migration_Rollback.bat and select edit
from the drop-down menu to open the file.

C:\Program Files\Microsoft SQL Server\100\DTS\Binn\dtexec is the default

path where the SQL utility tool ([Link]) is located.
If the SQL server installation path is different from this default path, edit this *.bat
file and insert the correct path. Then save and close this file.
4 Right-click the Support_Entity_Migration_Rollback_options.txt file and select
Edit from the drop-down menu to open the file.

Customer Feedback 7.8.3 to 11.2 Migration Guide 39

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 4 - Migrate Support Entities Rollback Migrated Support Entities

5 Replace these placeholder tokens (enclosed in dollar signs ($)) with the appropriate
value for the customer environment:
 Path for the SSIS package file, [Link], which
resides in the same folder as the
Survey_Entity_Migration_Rollback_options.txt.
- $PACKAGE_FILE_PATH$
 11.2 BPMainDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 BPWarehouseDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 ETLSTAGINGDB database server name and port.
- $V11_SERVER_NAME$
 Path for the [Link] file generated after you run the
migration tool
- $OUTPUT_FILE_PATH$
6 Save and close the file.
7 Type cd\ to change the directory shown in the Command Prompt window, then
type:
C\<folder>\Support Entity Migration Rollback
Tool>Execute_Support_Entity_Migration_Rollback.bat
8 To run the batch command, press ENTER.
The support entity migration is rolled back and the target system reverts to its
status before the migration.
9 Review the log file.
 If there are errors, correct the errors and rerun the rollback.
 If there are no errors, the support entity data is removed from Survey Builder,
Survey Management, and Feedback Goals. In Feedback Results, the support
entity data remains as report parameters for the relevant reports.

Customer Feedback 7.8.3 to 11.2 Migration Guide 40

Confidential and Proprietary Information of Verint Systems Inc.

 Chapter 5

Migrate Survey Results

This chapter describes how to migrate Customer Feedback survey results.

Topics
 Overview, page 42
 Configure the Survey Result Migration Tool, page 44
 Run the Survey Results Migration Tool, page 47
 Enable and Run Customer Feedback ETL, page 48
 Validate Migration of Survey Results, page 49
 Complete Post Migration tasks, page 50
 Rollback Migrated Survey Results, page 51
 Prevent the Export of Migrated Customer Feedback Survey Results to Quality
Monitoring, page 53
Chapter 5 - Migrate Survey Results Overview

Overview
After you have mapped employees between Customer Feedback 7.8.3 and Version 11.2
and completed migration of support entities, you can migrate the survey results.

Note these survey result migration rules and processes

 The Survey Result Migration Tool checks the Employee effective data range when
migrating survey results.
Survey results outside the Employee effective data range of a mapped employee are
not migrated.
 Only transactional survey results are migrated.

Integration with Quality Monitoring

 To prevent exporting the migrated survey results to Quality Monitoring, the Survey
Result Migration tool folder contains the following two files for this use:
 Readme_Set_QM_Export_Flag.txt
 Set_QM_Export_Flag.sql
For more details regarding this process, see Prevent the Export of Migrated
Customer Feedback Survey Results to Quality Monitoring, page 53.

How Migration of Survey Results in Multiple Iterations Works

The Survey Result Migration Tool has three parameters that are used for migrating
survey results in multiple iterations.
 Start Time and End Time parameters: Limit survey results to this date range.
 Runtime Limit parameter (value in minutes) limits the migration process to run
within the time you specify, and stops the migration when the runtime limit is
reached.
If the run time limit exceeds the date range specification and the process stops, the
log file indicates the point at which that portion of the survey result migration
ended.
 Until you have migrated all survey results, repeat the following procedures:
 Configure the Survey Result Migration Tool, page 44 (when multiple iterations
are being done)
 Run the Survey Results Migration Tool, page 47
 Validate Migration of Survey Results, page 49

Customer Feedback 7.8.3 to 11.2 Migration Guide 42

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Overview

How Migration of Survey Results for Multiple Survey Servers Works

When you need to migrate data from multiple Survey servers to Version 11.2, survey
data is migrated for one Survey server at a time.
1 Iteratively migrate survey results for each Version 7.8.3. survey server as follows:
a. Stop the Survey Server service for the survey server that you are migrating.
IMPORTANT To ensure that all data is synchronized with the central database, the
survey server you are migrating needs to stop receiving survey calls at
least 10 minutes before the service is stopped.

b. Migrate survey results for the server. Survey results are migrated according to
the date range configured in the Survey Result Migration Tool for that server.
c. Repeat steps 1(a) and (b) for each successive Version 7.8.3 survey server.

Example: Migration of Multiple Survey Servers

The purpose of this example is to show how the date range is configured for migrating
three survey servers. In the Survey Result Migration Tool, the date range is defined with
the $START_TIME and $END_TIME$ parameters.
The three survey servers have been in production since 01/01/2014.

CF 7.8.3 Date of $START_TIME$ $END_TIME$

Server Migration

1 12/01/2015 01/01/2014 12:00 AM 12/01/2015 11:59 PM

2 12/02/2015 12/01/2015 12:00 AM 12/02/2015 11:59 PM

3 12/03/2015 12/02/2015 12:00 AM 12/03/2015 11:59 PM

The Survey Results Migration Tool tracks which calls have been migrated. Overlapping
start and end times does not create duplicate survey results.

Customer Feedback 7.8.3 to 11.2 Migration Guide 43

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Configure the Survey Result Migration Tool

Configure the Survey Result Migration Tool

The Survey Result Migration tool migrates survey results from the Version 7.8.3
database to the temporary 11.2 cache database created for migration purposes (the
SSCacheDB database).

Before you begin

Be familiar with the following:
 Survey Results Migration Rules and Processes
 Integration with Quality Monitoring
 Migration of Survey Results in Multiple Iterations
 Migration of Survey Results for Multiple Survey Servers
Overview, page 42

Procedure
1 Go to the location where you downloaded and extracted the Survey Result Migration
Tool and click the folder to open it.

2 If you see any log files in the folder (such as the [Link]),
delete them.

Customer Feedback 7.8.3 to 11.2 Migration Guide 44

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Configure the Survey Result Migration Tool

3 Right-click Execute_Survey_Result_Migration.bat, and select Edit from the

drop-down menu to open the file.

C:\Program Files\Microsoft SQL Server\100\DTS\Binn\dtexec is the default

path where the SQL utility tool ([Link]) is located.
If the SQL server installation path is different from this default path, edit this *.bat
file and insert the correct path. Then save and close this file.
4 Right-click the Survey_Result_Migration_options.txt file, and select Edit from
the drop-down menu to open the file.
5 Replace the placeholder tokens (enclosed in dollar signs ($)) with the appropriate
value for the customer environment:
 Path for the SSIS package file, [Link], which resides in
the same folder as the Survey_Result_Migration_options.txt.
- $PACKAGE_FILE_PATH$
 11.2 BPMainDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 BPWarehouseDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 ETLSTAGINGDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 SSCacheDB database database server name and port for the temporary
cache database the survey results are migrated to.
- $CACHE_DB_SERVER_NAME$
- $PORT_NUMBER$
 7.8.3 Customer Feedback server name, port number, and the user login and
password for database. Initial Catalog value is the name of the Customer
Feedback 7.8.3 database.
- $V783_SERVER_NAME$

Customer Feedback 7.8.3 to 11.2 Migration Guide 45

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Configure the Survey Result Migration Tool

- $V783_PORT_NUMBER$
- $USER_ID$
- $PASSWORD$
 Start and end time for date range within which survey results are migrated.
- $START_TIME$
- $END_TIME$
 Run time limit (in minutes) that limits the migration to run within this time limit.
If you insert a value of ‘0’, there is no runtime limit.
- $RUNTIME_LIMIT$
 Batch size (number of days of survey results) limits the volume of survey results
migrated at one time so the disk space in the temporary cache database is not
exceeded.
- $BATCH_SIZE$
 Temporary Survey Server Name as shown in the Enterprise Manager Server
Connections Details.
- $TEMP_SURVEY_SERVER_NAME$
 Path for the [Link] file generated after you run the
migration tool
 $OUTPUT_FILE_PATH$
6 Save the file.

What to do next
Run the Survey Results Migration Tool, page 47

Customer Feedback 7.8.3 to 11.2 Migration Guide 46

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Run the Survey Results Migration Tool

Run the Survey Results Migration Tool

The Survey Result Migration tool migrates survey results from the Version 7.8.3
database to the temporary 11.2 cache database created by the administrator for
migration purposes (the SSCacheDB database).

Before you begin

Configure the Survey Result Migration Tool, page 44

Procedure
1 Start a Windows Command Processor (Run as Admin).
2 Run [Link] to open the Command Prompt window.
3 Type cd\ to change the directory shown in the Command Prompt window, then
type:
C\<folder>\Survey Result Migration Tool>Execute_Survey_Result_Migration.bat
4 To run the batch command, press ENTER.
5 Review the log file generated once the batch command runs successfully to ensure
that there are no errors.

What to do next
Enable and Run Customer Feedback ETL, page 48

Customer Feedback 7.8.3 to 11.2 Migration Guide 47

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Enable and Run Customer Feedback ETL

Enable and Run Customer Feedback ETL

Enable the ETL to move the migrated survey results to ETLSTAGINGDB and
BPWAREHOUSEDB. Otherwise, the ETL will not run as scheduled.

Before you begin

Run the Survey Results Migration Tool, page 47

Procedure
1 In the 11.2 system, go to System Management > Customer Feedback >
Settings.
2 In the ETL Settings section, select the Enable Survey Load and Purge check
box.
3 Enter the values for the normal ETL schedule and retention settings if they need to
be configured.
4 Click Save.

What to do next
Validate Migration of Survey Results, page 49

Related topics
Customer Feedback Settings page (Customer Feedback Administration Guide)

Customer Feedback 7.8.3 to 11.2 Migration Guide 48

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Validate Migration of Survey Results

Validate Migration of Survey Results

Before the survey result migration, the target Version 11.2 system contains no survey
results, only support entities.
Once you complete the migration process for the survey results, you should be able to
view survey results in the Version 11.2 target system by selecting a survey, then
selecting a report related to it. If the migration was successful, the report should be
populated with survey results:

Customer Feedback 7.8.3 to 11.2 Migration Guide 49

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Complete Post Migration tasks

Complete Post Migration tasks

When you are sure that you do not need to rollback survey results, you should remove
the temporary Survey server from Enterprise Manager and delete the temporary cache
database that were only created for use during the migration.
CAUTION The rollback will fail without a temporary cache database.

If you are integrated with Scorecards, you need to force the autogeneration of the KPI
and source measures associated with business objectives.

Before you begin

Validate Migration of Survey Results, page 49

Procedure
1 Do one of the following:
 If you want to reuse the temporary Survey server for production, update the
Customer Feedback Survey server role in Enterprise Manager. In the Survey
Server Cache database section, Host Name field, specify the database server for
the local cache database.
 If you do not want to reuse the temporary Survey server for production, in
Enterprise Manager, delete the temporary Survey server.
2 Delete the temporary cache database (SSCACHEDB).
a. In a Windows Command Processor, run the following command (Run as Admin):
[Link] /x {92105269-04F9-4F80-B11A-AA852AE522AA}
b. Using SQL Enterprise Management Studio, manually delete SSCacheDB.
3 For Scorecards integrations only: The KPI and source measures that are
autogenerated when a business objective is created are not migrated. You need to
force Customer Feedback to autogenerate them for the business objectives that you
want to be shared with Scorecards. Do the following:
a. Go to Customer Feedback > Business Objectives.
b. Select a business objective.
c. In the Name field, place your cursor at the end of the name and backspace one
character to activate the Save button.
d. Retype the character that was deleted.
e. Click Save.

Customer Feedback 7.8.3 to 11.2 Migration Guide 50

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Rollback Migrated Survey Results

Rollback Migrated Survey Results

If you decide that you need to reverse the changes made after you migrate the survey
results from Version 7.8.3 to Version 11.2, you can rollback the migration.
You can adjust start and end times when configuring the Survey_Result_Migration
_Rollback_options.txt file to rollback the migration of only a certain portion of the
survey results.
You also need to specify the ETL data source ID used to migrate the survey result from
the survey server cache database.

Procedure
1 Go to the location where you downloaded and extracted the Survey Result Migration
Rollback Tool and click the folder to open it.
2 If you see any log files in the folder (such as the
[Link]), delete them.
3 Right-click Execute_Survey_Result_Migration_Rollback.bat and click Edit.
C:\Program Files\Microsoft SQL Server\100\DTS\Binn\dtexec is the default
path where the SQL utility tool ([Link]) is located.
If the SQL server installation path is different from this default path, you need to
edit this *.bat file and insert the correct path. Then save and close this file.
4 Right-click the Survey_Result_Migration_Rollback_options.txt file, and select
Edit.
5 Replace the following placeholder tokens (enclosed in dollar signs ($)) with the
appropriate value for the customer’s environment:
 Path for the SSIS package file, [Link], which
should reside in the same folder as the
Survey_Result_Migration_Rollback_options.txt.
- $PACKAGE_FILE_PATH$
 11.2 BPMainDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 BPWarehouseDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 ETLSTAGINGDB database server name and port.
- $V11_SERVER_NAME$
- $PORT_NUMBER$
 11.2 SSCacheDB database server name and port for the temporary cache
database the survey results are migrated to.
- $CACHE_DB_SERVER_NAME$

Customer Feedback 7.8.3 to 11.2 Migration Guide 51

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Rollback Migrated Survey Results

- $PORT_NUMBER$
 Start and end time for date range within which survey results are migrated.
- $ROLLBACK_START_TIME$
- $ROLLBACK_END_TIME$
 Run time limit, in minutes, that limits the migration to run within this time limit.
If you insert a value of ‘0’, there will be no runtime limit.
- $RUNTIME_LIMIT$
 Batch size (number of days of survey results) limits the volume of survey results
migrated at one time to not exceed the disk space in the temporary cache
database.
- $BATCH_SIZE$
 Path for the [Link] file generated after you run
the migration tool.
 $OUTPUT_FILE_PATH$
6 Save and close the f ile.
7 To open the Windows command prompt window, run [Link].
8 Type cd\ to change the directory shown in the command prompt window, then
type:
C\<folder>\Survey Result Migration Rollback
Tool>Execute_Survey_Result_Migration_Rollback.bat
9 To run the batch command, press ENTER.
The survey result migration is rolled back from the Version 11.2 system.
10 To ensure that there are no errors, review the log file generated once the batch
command runs successfully.
11 Fix the issues you encountered, and run the migration tool again.

Customer Feedback 7.8.3 to 11.2 Migration Guide 52

Confidential and Proprietary Information of Verint Systems Inc.

Chapter 5 - Migrate Survey Results Prevent the Export of Migrated Customer Feedback Survey Results to Quality Monitoring

Prevent the Export of Migrated Customer

Feedback Survey Results to Quality
Monitoring
If Customer Feedback and Quality Monitoring are already integrated and you do not
want the migrated survey results exported to Quality Monitoring, you can run a
database script to prevent it.
The Survey Result Migration Tool folder contains the following two additional files for this
use:
 Readme_Set_QM_Export_Flag.txt
 Set_QM_Export_Flag.sql

Before you begin

Complete Post Migration tasks, page 50

Procedure
1 Start the Microsoft SQL Server Management Studio.
2 Connect to the database server where BPWAREHOUSEDB is hosted. The server
should have a login account with a system administrator role.
3 Under Databases, select BPWAREHOUSEDB.
4 Open the Set_QM_Export_Flag.sql file in a new query window.
5 In the file’s script, replace the placeholder token $CACHEDB_SERVER$ with the
name of the server hosting the temporary cache database used to migrate the
Customer Feedback 7.8.3 survey result.
6 To run the script, click Execute.

Customer Feedback 7.8.3 to 11.2 Migration Guide 53

Confidential and Proprietary Information of Verint Systems Inc.

Verint Global Headquarters
330 South Service Road
Melville, NY 11747 USA

info@[Link]
1-800-4VERINT

[Link]

© 2015 Verint Systems Inc.

All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.

The contents of this material are confidential and proprietary to Verint Systems Inc.
and may not be reproduced, published, or disclosed to others without express
authorization of Verint Systems Inc.