Interactive Update

Technical Reference

Interactive Update 2.0 for IC 4.0

Last updated October 3, 2012 (See Change Log for a summary of changes made to this document since GA.) Check for the latest version of this document at https://my.inin.com/support/products/ic40/Documentation/index.htm

Abstract
Interactive Update is the recommended method for applying Interactive Intelligence product Service Updates (SU's). It enables IC administrators to manage updates to Interactive Intelligence products, and to download and apply the updates to the IC Server, client workstations, and other devices on the IC system network. This document explains how to manage and apply Interactive Intelligence product updates using Interactive Update.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com

Copyright and Trademark Information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, ION, icNotify, Interaction Mobile Office, Interaction Optimizer, Insurance Content Management, and the Spirograph logo design are registered trademarks of Interactive Intelligence Inc. Interaction Center Platform, Interaction Monitor, Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, Interaction Melder, and Interaction Screen Recorder are trademarks of Interactive Intelligence Inc. The foregoing products are 1997-2012 Interactive Intelligence Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence Inc. The foregoing products are 2000- 2012 Interactive Intelligence Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence Inc. The foregoing products are 2001-2012 Interactive Intelligence Inc. All rights reserved. e-FAQ and Interaction Director are registered trademarks of Interactive Intelligence Inc. e-FAQ Knowledge Manager, Interaction FAQ, and Interaction Marquee are trademarks of Interactive Intelligence Inc. The foregoing products are 2002-2012 Interactive Intelligence Inc. All rights reserved. Interactive Intelligence Live Conference is a trademark of Interactive Intelligence Inc. The foregoing products are 2004-2012 Interactive Intelligence Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence Inc. The foregoing products are 2005-2012 Interactive Intelligence Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence Inc. Interaction Media Server is a trademark of Interactive Intelligence Inc. The foregoing products are 2006-2012 Interactive Intelligence Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence Inc. Interactive Intelligence Inc. All rights reserved. The foregoing products are 2007-2012

Interaction Message Indicator, Interaction Feedback, Interaction Process Automation, and Interaction SIP Station are trademarks of Interactive Intelligence Inc. Deliberately Innovative is a registered trademark of Interactive Intelligence, Inc. The foregoing products are 2009-2012 Interactive Intelligence Inc. All rights reserved. Interaction Web Portal, Interaction Analyzer, IPA, Latitude Software & Design are trademarks of Interactive Intelligence, Inc. The foregoing products are 2010-2012 Interactive Intelligence Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc. 2012 All rights reserved. The veryPDF product is 2000-2005 veryPDF, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com. A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com

Interactive Update

Table of Contents
Introduction .................................................................. 6 About Interactive Update .............................................. 7
Interactive Update architecture ........................................................... 7 Interactive Update Provider ............................................................. 7 Interactive Intelligence provider .................................................... 7 Local provider............................................................................. 7 Interactive Update Client ................................................................ 8 Interactive Update Client service ................................................... 8 Interactive Update Client application .............................................. 8 Interactive Update Client configuration ........................................... 9 Interactive Update Partner Portal ..................................................... 9 Choose your Service Update deployment method ................................... 9 Interactive Update (recommended) .................................................. 9 Manual download ........................................................................... 9 Group policy deployment ............................................................... 10

Interactive Update 2.0 for IC 4.0 ..................................11

About Interactive Update 2.0 ............................................................. 11 Requirements ................................................................................. 11 IC Server (Provider server) ............................................................ 11 Client workstations ....................................................................... 11 New IC 4.0 installations .................................................................... 12 IC 4.0 Service Updates ..................................................................... 12 Interactive Update 2.0 Service Updates ............................................... 12 Ports used for downloading updates .................................................... 12

Interactive Update Provider..........................................13

Launch Interactive Update Provider Config ........................................... 13 Launch Interactive Update Provider Config on the IC Server................. 13 Launch Interactive Update Provider remotely..................................... 14 About page: Interactive Update Provider server information.................... 14 Activity page: Monitor Interactive Update activity.................................. 15 View Update Activity ..................................................................... 15 Use Activity Details for Troubleshooting ............................................ 16 Update Servers page: Manage peer provider server list .......................... 17 Add a server ................................................................................ 17 Remove a server .......................................................................... 17 Administration page: Manage list of users with access to local provider ..... 18 Add an authorized user .................................................................. 18 Remove an authorized user ............................................................ 18 Machines page: Manage client configuration update settings ................... 18 The Machines page ....................................................................... 19 Machine details ............................................................................ 20 Machine Settings Tab .................................................................. 21 Machine Update Activity Tab ........................................................ 21 Current Updates Tab................................................................... 21 Select an individual machine........................................................... 21 Select multiple machines ............................................................... 22 Search for a machine .................................................................... 23 Create a machine group ................................................................. 23

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Move machines from one group to another........................................ 24 Modify a machine group ................................................................. 26 Remove a machine group ............................................................... 26 Configure Individual Machines in the NON-GROUPED Group ................. 27 Updates page: Manage updates and installs ......................................... 28 The Updates page ......................................................................... 30 Updates data grid details ............................................................... 31 Update property details ................................................................. 31 Update Properties Tab................................................................. 32 Advanced Properties Tab ............................................................. 33 Related Installs Tab .................................................................... 34 Filter updates by product line and product component......................... 34 Group data by column heading........................................................ 35 Add new update ........................................................................... 36 Modify existing update ................................................................... 38 Delete update .............................................................................. 38 View the status of an update .......................................................... 39 Add related install ......................................................................... 40 Modify related install ..................................................................... 40 Delete related install ..................................................................... 40 Change current state of updates...................................................... 40 Mark updates to be pushed out to client machines.............................. 41 Remove updates from client machines.............................................. 43 Off-server updates and Interactive Update ........................................ 43

Interactive Update Client ..............................................44

Interactive Update Client configuration ................................................ 44 Launch Interactive Update Client Configuration .................................. 44 Configuration tab: Specify how updates will be downloaded and installed ...................................................................................... 45 Provider Servers tab: Modify provider server list ................................ 47 Proxy Configuration tab: Add Web Proxy server information ................. 48 Interactive Update Client application: How updates are applied ............... 49 Interactive Update Client verifies licensing ........................................... 52

Interactive Update Partner Portal .................................53 Interactive Update FAQ ................................................54

What ports are used for downloading updates? ..................................... 54

Interactive Update Troubleshooting ..............................55

Interaction Center Server update failed to apply ................................... 55 Invalid response from server ............................................................. 55 Cannot download updates from an IC Server in a domain outside of ISA proxy server ............................................................................. 56 Interactive Update Provider does not push out updates if they are higher than the IC Server version ................................................................ 56 Interactive Update Provider Config gets stuck on the Please Wait message ........................................................................................ 56

IC 3.0 to IC 4.0 Client Workstation Migrations...............58

IC Migration Guide ........................................................................... 58 Required IC and Interactive Update versions ........................................ 58 IC 3.0 server ............................................................................... 58 IC 3.0 client workstation ................................................................ 58

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IC 4.0 server ............................................................................... 58 IC 3.0 to IC 4.0 client workstation migration overview ........................... 59

Change Log .................................................................. 60

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Introduction
Interactive Update is the recommended method for applying Interactive Intelligence product Service Updates (SU's). Interactive Update is similar to the Microsoft Update process. It enables IC administrators to manage updates to Interactive Intelligence products, and to download and apply the updates to the IC Server, client workstations, and other devices on the IC system network. This document explains how to manage and apply Interactive Intelligence product updates using Interactive Update. In this document:

About Interactive Update Interactive Update 2.0 for IC 4.0 Interactive Update Provider Interactive Update Client Interactive Update Partner Portal Interactive Update FAQ Interactive Update Troubleshooting IC 3.0 to IC 4.0 Client Workstation Migrations

Interactive Update

About Interactive Update

In this section:

Interactive Update architecture Choose your Service Update deployment method

Interactive Update architecture

The following diagram provides an overview of the Interactive Update architecture:

The section describes the major components of the Interactive Update architecture:

Interactive Update Provider Interactive Update Client Interactive Update Partner Portal

Interactive Update Provider

The Interactive Update Provider Web interface is a Windows service that enables administrators and authorized users to manage configuration and deployment of updates to client machines. The Interactive Update architecture has two types of Interactive Update providers:

Interactive Intelligence provider Local provider

Interactive Intelligence provider

The Interactive Intelligence Interactive Update provider is https://updates.inin.com. Interactive Intelligence owns and maintains this provider and makes updates available to local providers at customer sites via the Internet.

Local provider
Interactive Update Provider is installed locally on one or more IC Servers in an IC implementation at a customer site.

Interactive Update

Administrators at customer sites use the local Interactive Update Provider to:

Specify the local provider server and additional peer servers, where client machines can get updates Specify the list of users authorized to manage the Interactive Update Provider Web interface Monitor Interactive Update activity Manage and modify Interactive Update Client Configuration settings for specified groups of client machines and/or individual client machines Manage updates and related installs for deployment to the client machines Interactive Update Provider is currently installed on the IC Server. Running the Interactive Provider install is a step in IC Server installation procedure. A standalone Interactive Update Provider server will be supported in a future Interactive Update SU. Local Interactive Update Providers are mutually exclusive at this time. All configuration efforts must be duplicated on all local providers.

Notes:

Interactive Update Client

Interactive Update Client is installed on the IC Server and all client machines at the customer site that will receive updates. A client machine is defined as a client workstation or any other device on the IC network. Interactive Update Client consists of three components:

Interactive Update Client service Interactive Update Client application Interactive Update Client configuration

Interactive Update Client service

The Interactive Update Client service is a Windows service that runs on the IC Server and all client machines at the customer site.

On the IC Server, the Interactive Update Client service first verifies license information, and then connects via the Internet to the Interactive Intelligence provider (https://updates.inin.com) and checks for available updates for product components installed on the IC Server and client machines. On client machines, the Interactive Update Client service connects to the local provider (IC Server) and checks for updates for product components installed on the client machine.

Interactive Update Client application

If the Interactive Update Client service finds available updates, the Interactive Update Client application provides notification that updates are available, and downloads and installs the updates.

On the IC Server, the Interactive Update Client application downloads updates to product components installed on the IC Server from the Interactive Intelligence provider (https://updates.inin.com) and installs them on the IC Server, as specified by the administrator in the Interaction Update Client configuration in the IC Server. The Interactive Update Client application downloads updates for client machines that will be available to view in Interactive Update Provider Config. On client machines, the Interactive Update Client application downloads updates to product components from the local provider (IC Server) and installs them on the client machine as specified by the administrator in Interactive Update Provider, or if allowed by the administrator, as specified by the user in the Interactive Update Client configuration for the machine.

Interactive Update

Interactive Update Client configuration

If allowed by the administrator, users can configure the Interactive Update Client application on their machines for update download method. Administrators and users can also configure the Interactive Update Client application on client machines for additional Provider Servers, and Web Proxy server information. The Interactive Update Client configuration is available from StartProgramsInteractive IntelligenceInteractive Client Config.

Interactive Update Partner Portal

Interactive Intelligence partners can use the Interactive Update Partner Portal to configure their customers Interactive Update Client service which connects to the Interactive Intelligence provider to get updates. Partners can specify which updates are available for specific machines at individual customer sites, determine which machines at a customer site should not be able to receive updates until the partner has manually marked updates as available for that machine, and select to be contacted when updates become available.

Choose your Service Update deployment method

You can choose to apply an Interactive Intelligence product Service Update in one of the following ways. If you choose to use Interactive Update, a number of options are available.

Interactive Update (recommended)

Interactive Intelligence recommends using Interactive Update in either Automatic or Manual update mode to apply Service Updates.

Automatic update mode: Interactive Update automatically checks for, downloads, and applies the applicable components in the latest SU to the IC Server, workstations, and other devices on the IC network at a specified time. Manual update mode: Interactive Update automatically checks for and downloads the appropriate SU components; and the IC administrator determines when to apply the components to the IC Server, workstations, and all other devices on the IC network. Alternatively, Interactive Update simply checks for SUs; and the IC administrator (or users, if allowed by the IC administrator) determine(s) when to download and when to apply the components.

Manual download
In the manual download procedure, you download the SU components from the Interactive Intelligence Support Web site and apply the appropriate components to the IC Server using the new SUInstall.exe utility. You then can choose to either:

Allow Interactive Update to download and apply the appropriate SU components to workstations and other devices on the IC network. - OR Manually download and apply the appropriate SU components to workstations and other devices on the IC network.

For more information, see the Service Updates pages on the Interactive Intelligence Support site at https://my.inin.com/support/products/ic40/Pages/Service-Updates.aspx.

Interactive Update

Note: Interactive Intelligence recommends that you update certain non-IC Servers (off-servers), such as Interaction Media Servers and ASR servers, before updating the IC Server. Please note that at this time, Interactive Update does not support updating off-servers to a version higher than the IC Server. To apply updates to off-servers that must be updated before the IC Server, manually download the latest update from the Interactive Intelligence Support site at https://my.inin.com/support/products/ic40/Pages/Service-Updates.aspx and run the SUInstall.exe utility.

Group policy deployment

You can use group policy deployment or similar medium to push SU updates to client workstations. For more information, see the Group Policy Deployment for IC Applications technical reference in the IC Documentation Library at https://my.inin.com/support/products/ic40/Documentation/index.htm.

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Interactive Update 2.0 for IC 4.0

This section describes Interactive Update 2.0 for the IC 4.0 release. In this section:

About Interactive Update 2.0 Requirements New IC 4.0 installations IC 4.0 Service Updates Interactive Update 2.0 Service Updates Ports used for downloading updates

About Interactive Update 2.0

Interactive Update 2.0 is a separately installed product with its own major release and SU release cycles. The Interactive Update 2.0 product consists of an Interactive Update Provider component and an Interactive Update Client component, distributed as .msi files. In Interactive Update 2.0 SU 1 and later, these components are .msp files. Interactive Update 2.0 GA is released with IC 4.0 GA. The Interactive Update Provider and Client .msi files are included on the IC 4.0 DVD. Interactive Update 2.0 is supported for IC 4.0 only. Interactive Update 2.0 is not supported for IC 3.0.

For more information, see the Interactive Update 2.0 Support site at https://my.inin.com/support/products/IUpdate20/Pages/default.aspx.

Requirements
Interactive Update 2.0 has the same IC Server and client workstation requirements as IC 4.0. This section lists the requirements at the time of the IC 4.0 GA release.

IC Server (Provider server)

Microsoft Windows Server 2008 R2 (64-bit) Microsoft .NET Framework 4.0 and 3.x Microsoft Windows Installer 4.5 (Windows Installer 5.0 is included with Windows Server 2008 R2)

Client workstations

Microsoft Windows 7 SP1 (32-bit and 64-bit) Microsoft Windows XP SP3 (32-bit and 64-bit) for IC User Applications (Interaction Client, Interaction Fax, and Interaction Voicemail Player only) Microsoft .NET Framework 4.0 and 3.x Microsoft Windows 4.5 Installer (must be installed separately for Windows XP versions, Windows Installer 5.0 is included with Windows 7)

Note: Check the System Software Requirements page on the Interactive Intelligence Support site at https://my.inin.com/support/products/ic40/Pages/Software-Requirements.aspx for the most recently supported versions.

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New IC 4.0 installations

The Interactive Update 2.0 Provider and Client .msi files are included on the IC 4.0 DVD and are installed as part of the IC 4.0 installation process. Note: If you are installing from an installation media such as a USB key or other writeable storage location, you can update it with the latest IC 4.0 and Interactive Update 2.0 SUs if they are available. See Update Your IC 4.0 Installation Media at https://my.inin.com/support/products/ic40/Pages/Update-Your-IC40-Installation-Media.aspx on the Interactive Intelligence Support site for details.

When you install the IC Server using the New Installation Task List, one of the steps is to run IUpdateProvider.msi, which installs the Interactive Update Provider service and the Interactive Update Client service on the IC Server. The Interactive Update Client service then checks for updates to installed Interactive Intelligence applications. The IUpdateClient.msi must be run separately on all workstations and other devices on the network that receive updates. The IUpdateClient.msi installs the Interactive Update Client service on these machines. The Interactive Update Client service then checks for updates to installed Interactive Intelligence applications.

For more information, see the IC Installation and Configuration Guide in the IC Documentation Library at https://my.inin.com/support/products/ic40/Documentation/index.htm.

IC 4.0 Service Updates

Once you have installed IC 4.0 and Interactive Update 2.0, you can apply IC 4.0 SU 1 and later using Interactive Update. You can also use Interactive Update 2.0 to apply IC 4.0 GA and later ESs.

Interactive Update 2.0 Service Updates

Once you have installed IC 4.0 and Interactive Update 2.0, you can choose to apply Interactive Update 2.0 SU 1 and later to obtain new Interactive Update features and fixes to Interactive Updaterelated issues, whenever it is appropriate for your site to do so. If you use Interactive Update to update the IC Server and client workstations, please note:

The IUpdateProvider_SU##.msp is downloaded and installed on the IC Server when the local provider checks for updates from the Interactive Intelligence provider. The IUpdateClient_SU##.msp is listed separately as an update in Interactive Update Provider, to be applied to client workstations. Make sure to mark the Interactive Update Client update as GA in order to release it to client workstations.

Ports used for downloading updates

Port 443 (default SSL) is the port used between the local provider (IC Server) and the Interactive Intelligence provider (https://updates.inin.com) for downloading updates to the local provider. Port 8092 is the port used between the local provider (IC Server) and client workstations for downloading updates to client workstations. Important: In IC 4.0, Interactive Update creates an exception to the firewall to port 8092 to enable Interactive Update traffic. Make sure that this port is not closed off. Otherwise, Interactive Update will not function correctly.

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Interactive Update Provider

Once a new IC 4.0 installation is completed, the IC administrator and authorized users can launch and configure Interactive Update Provider. This section describes how to configure and manage Interactive Intelligence 4.0 product updates in Interactive Update Provider. In this section:

Launch Interactive Update Provider Config About page: Interactive Update Provider server information Activity page: Monitor Interactive Update activity Update Servers page: Manage peer provider server list Administration page: Manage list of users with access to Interactive Update Provider Machines page: Manage client configuration update settings Updates page: Manage updates and related installs

Launch Interactive Update Provider Config

Interactive Update Provider Config is a browser-based interface (web service) that runs on the IC Server. You can launch Interactive Update Provider Config locally on the IC Server from the Start menu, or remotely, by pointing a browser to the Interactive Update Provider Web pages.

Launch Interactive Update Provider Config on the IC Server

1. Log on directly to the IC Server (e.g. at the console or Remote Desktop). 2. Select StartProgramsInteractive IntelligenceInteractive Update Provider Config.

The Interactive Update Provider configuration interface appears in your default browser.

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Launch Interactive Update Provider remotely

Before you can launch Interactive Update Provider from a remote computer, you must first be added to the list of users authorized to have remote access to the Interactive Update Provider interface. See Administration Page: Manage list of users with access to Interactive Update Provider for instructions. Authorized users can then open a browser and enter a URL as shown below, substituting the name of the IC Server in place of <icservername>. http://<icservername>:8092/InteractiveUpdate/StatusAbout.aspx Port 8092 is always the default port used between the IC Server and client machines for downloading updates to client machines. It cannot be changed.

About page: Interactive Update Provider server information

When you launch Interactive Update Provider, it opens to the Status->About page which displays the Interactive Update Provider machine name, version, and IP address.

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Activity page: Monitor Interactive Update activity

Use the Status->Activity page to view update activity and initiate troubleshooting for any update events. This Activity page is similar to the Windows operating system Event Log, providing entries for each update event with the ability to view and navigate through details.

View Update Activity

1. Click the Status icon [ ] and then the Activity icon [ ] to display the Activity page.

From here, you can sort data by columns, group data by Time, Machine, Install, or SU columns, and view the details of each entry. To remove an activity, clear, or refresh the activity log, right-click on an entry in the Activity data grid.

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Use Activity Details for Troubleshooting

If the Activity page indicates that a "Download Failed" ([ ] icon in the Status column), look at the Activity Details dialog to get more information about the failed update event. To view update event details 1. Double-click on an entry on the Activity data grid, or click on the blue icon [ column for an entry. The Activity Details dialog appears. ] in the Info

2. To view the Activity Details of the next entry in the list, click the up arrow [ previous entry or the down arrow [ ] to see the next entry in the list.

] to see the

The text in the Description field may indicate useful information that will assist in troubleshooting problems. These descriptions will be enhanced in subsequent releases.

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Update Servers page: Manage peer provider server list

Use the Update Servers page to view or modify the list of provider servers. Currently, the only server on this list is the local provider (IC Server). Or, if the local provider (IC Server) is running in a Switchover pair, the active and backup Switchover machines are both listed. Expanded functionality for this page will be available in a future SU. Note: In the Interactive Update Provider Status view, click the Update Servers icon [ the Update Servers page. ] to view

Add a server
1. Click the Settings icon [ Servers page. ] and then click the Update Servers icon [ ] to view the Update

2. Enter the name of the server you want to include in the current list, and click the Add button. When you add a server, it will display in consecutive order below the other provider servers already listed.

3. When you finish adding servers, click the Apply button. Note: Servers with a + or next to the name will not be available for use with Interactive Update until you click the Apply button.

Remove a server
To remove a server from the peer provider list, select the server, and click the Remove button.

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Administration page: Manage list of users with access to local provider

By default, anyone logged on to the IC Server will have access to the local provider. If authorized, additional users can access the local provider via a Web browser. Use the Administration page to manage the list of users who have remote access to the local provider. These users are qualified and approved for full administrative rights to make changes in Interactive Update Provider and monitor Interactive Update activity. Add or remove authorized users as needed.

Add an authorized user

1. Click the Settings icon [ Administration page. ] and then click the Administration icon [ ] to view the

2. Enter the domain user name (domain\username) that you want to include in the current list, then click the Add button. When you add a user name, it will display in consecutive order below the user names already listed.

3. When you finish adding user names, click the Apply button. Note: User names with a + or next to the name will not be available for use with Interactive Update until you click the Apply button.

Remove an authorized user

To remove a user from the list, select a user name, and click the Remove button.

Machines page: Manage client configuration update settings

The Settings->Machines page enables IC administrators and authorized users to manage and modify the Interactive Update Client Configuration settings for specified groups of client machines and/or individual client machines. Machine groups created by the administrator have a specified download mode, download time, and download interval (day), which cannot be modified by users.

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Note: To configure how updates will be downloaded and installed on the IC Server, use the Interactive Update Client Configuration on the IC Server. See Interactive Update Client in this document. In this section:

The Machines page Machine details Select an individual machine Select multiple machines Search for a machine Create a machine group Move machines from one group to another Modify a machine group Remove a machine group Configure individual machines in the NON-GROUPED group

The Machines page

Click the Settings icon [ ], and then click the Machines icon [ ] to view the Machines page. Use the Machines page to manage Interactive Update Client Configuration settings on each of the client machines that connect to the local provider to retrieve updates.

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Groups Container The Groups container on the left side by default contains a single fixed group called NONGROUPED, consisting of all client machines connected to local provider. You can configure Interactive Update Client Configuration settings on individual machines within the NONGROUPED group. You can create groups such as North Region and South Region in this example by clicking Add Group in the Groups container and dragging individual or multiple machine names into that group. Each machine group you create has a specified download mode, download time, and download interval (day) settings.

Machines Data Grid The Machines data grid on the right side by default displays the Interactive Update Client Configuration settings for the machines in the NON-GROUPED group. If you created groups, when you click on one of those groups in the Machines data grid, the grid displays the settings for the machines within that group.

Machine details
When you highlight a specific machine in the Machines data grid, the detailed settings and information for that machine are displayed in the Machine details area below the Machines data grid.

The Machine details area has three tabs:

Machines Settings Machine Update Activity Current Updates

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Machine Settings Tab

The Machine Settings tab displays the Machine and Group Names, and the Interactive Update Client Configuration settings for the machine: Download Mode, Install Interval (day), and Install Time. Configurable indicates whether or not the user has the ability to modify these settings on the local machine.

In this example, the machine is part of a specified group (North Region) so the Configurable setting is No.

Machine Update Activity Tab

The Machine Update Activity tab displays the Success/Failure status of any update that has been attempted/applied on the machine. For detailed Machine Update Activity information for specific update attempt/application, click on the Info icon or double-click on the row.

Current Updates Tab

The Current Updates tab lists the various Interactive Intelligence applications that have been installed on the machine, the current Service Update and versions for those applications, and any Engineering Special (ES) that might be applied.

Select an individual machine

To select an individual machine displayed in the Machines data grid, left click on the machine.

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Select multiple machines

To select multiple non-consecutive machines Hold the Ctrl key and select multiple non-consecutive machine names in the Machines data grid.

To select multiple consecutive machines Hold the Shift key and select a range of consecutive machine names in the Machines data grid.

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Search for a machine

To search for a machine in the NON-GROUPED group or any group displayed in the Machines data grid, type the first letters of the machine name in the Search field in the gray bar at the top of the Machines data grid.

Create a machine group

Machine groups have a specified download mode, download time, and download interval (day). When a machine is included in machine group, the user cannot modify these settings. They are disabled in the Interactive Update Client Configuration on the local machine. To create a machine group 1. Right-click on the NON-GROUPED group in the Groups container and select Add Group. 2. In the Add Group dialog, enter the settings for the group and click OK.

Refer to the following table for setting options and descriptions.

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Setting Group Name Download Mode

Options

Description Type the name of the group. The download mode for the machine.

--------Automatic (recommended) Download updates for me, but let me choose when to install them Notify me, but dont automatically download or install them Turn off Interactive Update AM (12:00 11:00) PM (12:00 11:00) Every Day Every Sunday Every Monday Every Tuesday Every Wednesday Every Thursday Every Friday Every Saturday

Download/Install Time

The download time for when the machine will download/install the updates.

Install Interval

The download day for when the machine will check for updates.

3. The new machine group appears in the Groups container. Click on the new group, in this example, West Region, to view the Machine data grid, which is currently empty.

4. Populate the new machine group as described in Move Machines from One Group to Another.

Move machines from one group to another

Machines inherit the settings of the group in which they are present. You can move machines from one group to another to either populate a new group or modify an existing group by selecting them in the grid and then dragging and dropping them onto the group. In this example, the new the West Region group is populated with machines from the NONGROUPED group. To move machines from one group to another 1. Select the machines to move and drag them to the new group. In this example, selected machines in the NON-GROUPED group are dragged to West Region group.

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2. In the Move Machines dialog, verify these are the machines you wish to move into the new machine group, and click OK.

3. Click OK to when the Machine Moved dialog confirms that machines were moved successfully.

4. Click on the new group in the Groups container to view the machines in the new group.

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Note: When machines are moved to the group, their User Configurable settings are automatically changed to No (indicated by the X in the Status column), indicating that the user cannot modify these settings. If the user views Interactive Update Client Configuration on the local machine, these settings for this group will be visible but disabled.

Modify a machine group

Once a new machine group is created, you can modify any or all of the settings. To modify a machine group 1. Right-click on the machine group in the Groups container and select Modify Group.

2. In the Modify Group dialog, make the desired changes to the settings for this group and click OK.

Remove a machine group

If you choose to remove a machine group that is populated with machines, all of those machines will be moved to the NON-GROUPED group. Note: When a machine group is removed, the machines moved to the NON-GROUPED group will retain the settings from the group from which they were removed. Customize the machines individually as needed as described in Configure Individual Machines in the NON-GROUPED Group. To remove a machine group 1. Right-click on the machine group in the Groups container and select Remove Group.

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2. In the Remove Group dialog, click OK to confirm.

Configure Individual Machines in the NON-GROUPED Group

You can customize some or all of the individual machine settings in the NON-GROUPED group. Some of the settings that can be modified are in the table below.

Setting User Configurable

Options

Description If set to Yes, the user may modify the Interactive Update Client Configuration settings on the local machine. If set to No, these settings are disabled in the Interactive Update Client Configuration on the local machine.

Yes No

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Setting Change Download Mode

Options

Description The download mode for the machine.

Automatic (recommended) Download updates for me, but let me choose when to install them Notify me, but dont automatically download or install them Turn off Interactive Update Every Day Every Sunday Every Monday Every Tuesday Every Wednesday Every Thursday Every Friday Every Saturday AM (12:00 11:00) PM (12:00 11:00)

Change Download Day

The download day for when the machine will check for updates.

Change Download Time

The download time for when the machine will download/install the updates.

Remove Machine

---

This will remove the machine from the local provider. Might be used for machines that no longer exist.

Updates page: Manage updates and installs

The Settings->Updates page enables IC administrators and authorized users to manage the deployment of Interactive Intelligence product updates from the local provider to the IC Server and client machines. See Interactive Update architecture in this document for an explanation of how product component updates are downloaded from the Interactive Intelligence provider to the local provider via the Interactive Update Client service and application. In this section:

The Updates page Updates data grid details Update property details Filter updates by product line and product component Group updates by column heading Add new update Modify existing update Delete update View the status of an update Add related install

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Modify related install Delete related install Change current state of updates Mark updates to be pushed out to client machines Remove updates from client machines Off-server updates and Interactive Update

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The Updates page

Click the Settings icon [ page. ], and then click the, click the Updates icon [ ] to view the Updates

Product Line Drop down list of Interactive Intelligence products components available to install on client machines. This may include CIC, Interactive Update, Interaction Dialer, etc. Use to filter updates in the Updates data grid. The default view is all product lines listed. Product Drop down list of all components for the selected product installed on the client machines. Each entry represents an update, a related install, or a Language Pack component. Use to filter updates in the Updates data grid. The default view is all product components listed. Action Drop down list of update deployment actions. The Action list enables IC administrators to:

Add, modify, or remove updates. Modifying an existing update can include marking it to be pushed out to client machines the next time those machines connect to the local provider. Add, modify, or remove related installs (for example, installs for a new feature introduced in a Service Update) as part of an update.

The Action list is also available from the right-click context menu after selecting one or more updates from the Updates data grid. The right-click context menu has an additional action: Change Current State. In most cases, we recommend using the right-click context menu. This document emphasizes using the right-click menu, except when adding a new update.

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Updates data grid The default Updates data grid displays all product components available to be installed on client machines ordered from oldest to newest, listed individually.

Updates data grid details

This section provides descriptions of the Updates data grid column headings. Description The product component name of the update, as listed in the Product drop down list. Version The version of the product component. SU The Service Update (SU) version of the update, for example, SU1. Updates may also be listed in this column as GA Install, ES, or Pre-release. Current State Status of the update for deployment to client machines. Client machines read this state each time they connect to the local provider to determine which updates are ready to apply locally. Current State may be listed as pre-Approval, GA, or Remove. See Change current state of updates for details. Status Important information about an updates status. If nothing appears in this column, the update has not been downloaded or activated on any client machines. See View the status of an update for details.

Update property details

When you highlight a specific product component update in the Updates data grid, the detailed properties and related install information for that update are displayed in the Update Details area below the Updates data grid.

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The Update Details area has three tabs:

Update Properties Advanced Properties Related Installs (not shown)

Update Properties Tab

The Update Properties tab displays specific information about the update, in this example, IC User Applications (64-bit) SU1.

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File Name The name of the update or install file. Install Type The Install Types are Patch, Install, and NewPatchTarget. Typically Patch filenames end in .msp and Install represents GA install and have filenames ending in .msi. NewPatchTarget is a re-release of the GA install, provides the functionality of a major upgrade (replaces existing product) with the flexibility of a patch (a rollback point). Install Version The product build version number. Current State Current state of the update: pre-Approval, GA, or Remove. Time Inserted The time this update file was added to the local provider.

Advanced Properties Tab

The Advanced Properties tab displays additional detailed information used by Interactive Intelligence Support for troubleshooting.

GUID A unique identifier used to keep track of each install. MSI Properties An advanced feature that the administrator can use to configure the update. Interactive Update will pass these special properties to Windows Installer when it runs this update. Forced by Admin Not currently used.

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Speedbump When set to True, indicates that this update is a prerequisite that must be installed before other updates can be applied. For example, a workstation install may be required before an SU install may be applied. Documentation This path points to the Interactive Intelligence Support site page for the product release. From here you can find information about the product as well as the pages for manually downloading the latest SU components and any new installs made available with an SU release.

Related Installs Tab

If a Related Installs tab is present, it lists any installs that are related or required for the update.

Filter updates by product line and product component

The default view of updates listed in the Updates data grid is ordered from oldest to newest, with each update listed individually. To better organize the updates, you can filter the updates by product line and product component. 1. In the Product Line drop down list, select a product line, for example, IC. 2. In the Product drop down list, select a product component, for example, IC User Applications (64bit).

3. Click the search icon [ ] to start the filter. All updates for the selected product line/product component (in this example, IC User Applications (64-bit) appear in the Updates data grid.

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Group data by column heading

The default view of updates listed in the Updates data grid is ordered from oldest to newest, with each update listed individually. To better organize the updates, you can group by column heading. Note: For a description of column headings, see Updates data grid details. 1. Click on a column in the Updates data grid, for example the SU column, and drag and drop it over the Drag a column to this area to group by it label at the top of the grid. The Service Updates are grouped by SU.

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Notes

The SU column groups are collapsed by default. Click the + (plus) sign to open the desired section. To change the sorting order of the groups, click the Group by: SU label.

Add new update

If you use Interactive Update to download updates to the local provider (IC Server), you will not need to use the Add New Update action. However, if you chose to manually download updates from the Interactive Intelligence Support site to the local provider (IC Server), use this action to add the update from the IC Server download directory location to the local provider. To add new updates 1. Click the Action drop down list, select Add New Update, and then click the white and blue arrow [ ] to the side to perform the action.

2. On the Add New Update dialog, click the Browse button to navigate to the directory where the updates were downloaded and click OK.

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Notes:

The Command Line Parameters text box is typically left blank, unless otherwise instructed by Interactive Intelligence Support. Due to browser security enhancements, the Add all updates checkbox that was present in Interactive Update 1.0 for IC 3.0 is not available in Interactive Update 2.0 for IC 4.0. Improved upload capabilities will be added in a future SU.

4. The Update Info dialog lists the update added to the local provider. Click OK.

5. The update appears on the Updates data grid with a Current State of pre-Approval [ 6. Repeat steps 1 through 4 for add additional updates.

].

Important: If you wish to push these updates out for deployment to client machines, you must change the Current State of each update from pre-Approval to GA'. See Mark updates to be pushed out for details.

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Modify existing update

The Modify Existing Update action is available from the Action drop down list as well as the rightclick context menu. It has the same functionality as the Change Current State action: it modifies the current state of an existing update for client machines. We recommend that you use Change Current State instead of Modify Existing Update. See Change current state of updates for details.

Delete update
Use the Delete Update action to delete one or more obsolete or dated updates from the local provider (IC Server). You may wish to use to free up disk space on the IC Server when you are certain that the updates in question are no longer needed. Note: If you wish to uninstall/remove updates from client machines, change the current state of the update to Remove but do not delete the update from the local provider (IC Server). See Change current state of updates for details. To delete an update In this example, all IC 4.0 SU1 ESs are deleted. 1. Highlight one or more updates, right-click, and select Delete Update.

2. If multiple updates were downloaded, the Delete Update? dialog lists the updates that will be deleted from local provider (IC Server). Click OK.

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3. The Updates data grid shows the ESs were removed.

View the status of an update

The Status column in the Updates data grid indicates important information about the status of an update. If nothing appears in this column, the update has not been downloaded or activated on any client machines.

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Status

Description Indicates the IC Server is using an earlier SU version than this update. This update will not be downloaded to client machines. Indicates this update has been marked as a Speedbump in Advanced Properties, meaning this update is required to be installed on client machines before later updates can be applied. Indicates this update has been "activated" or downloaded at least once on client machines. Use the mouse to hover over the icon to see how many times it has been activated. Indicates a related install has been associated with this update.

Add related install

The Add Related Install action is used to associate a product component install (.msi file) with a product component update (.msp) so that the install is automatically run on client workstations when the update is applied. Although the related install is applied with an update, it is associated with the product installed, not the specific update. The Add Related Install action is typically used for new features introduced in the SU that included a new product component install (.msi file). These new feature .msis are made available to download on the Interactive Intelligence Support site. Note: No related installs are available for the IC 4.0 SU 1 release.

Modify related install

The Modify Related Install action is an available option if a related install is added to an update. After adding a related install, you may choose to change the Current State and/or, if appropriate, the Command Line Parameters of a related install.

Delete related install

The Delete Related Install action is an available option if a related install is added to an update. Use it to delete one or more obsolete or dated related installs. When you select an update entry and use the Delete Related Install action, the related install will be removed from all updates that have added it as a related install.

Change current state of updates

Each update on the IC Server has a current state that determines its status for distribution to client machines. Client machines read this state each time they connect to the local provider to determine which updates are ready to apply locally. IC administrators can control the behavior and availability of each update by changing the Current State. The Current State column in the Updates data grid shows the current state for each update. To change the Current State of an update 1. Highlight one or more updates, right-click, and select Change Current State.

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Here is a description of the Current State modes. Current State pre-Approval [ ] Description The default state after an update is retrieved from the Interactive Intelligence provider. New updates are not set to 'GA' and pushed out automatically. This state indicates the update is being tested and awaiting approval. The update is ready to be pushed out to client machines the next time they connect to the local provider. Once the state is changed to 'GA' (Generally Available), client machines that have the related applications installed will automatically download and apply the update the next time they connect to the local provider. ] The update is ready to be removed from a client machine the next time the client connects to the local provider. This state overrides local settings on the client machine and forces the application to be removed.

GA [

Remove [

Mark updates to be pushed out to client machines

When new updates are downloaded from the Interactive Intelligence provider to the local provider, they have a default state of pre-Approval [ ], awaiting confirmation to be pushed out. You must change the updates state to GA [ ] in order to push out those updates (and any related installs) to client machines the next time those machines connect to the local provider. To mark an update to be pushed out to client machines In this example, the IC Business Manager Applications 4.0 SU1 and IC Server Manager Applications 4.0 SU1 updates are marked GA, to be pushed out to client machines the next time those machines connect to the local provider. 1. Highlight the update(s) you wish to push out, right click, and select Change Current State Mark as 'GA'. The Current State column icon for that entry changes to a document with a green check mark.

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2. The Current State for the selected updates changes to GA.

Note: If an Interactive Update 2.0 update is available, for example, Interactive Update Client 2.0 SU 1, make sure to mark it as"GA" on the Interaction Provider Updates page in order to release it to client workstations.

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Remove updates from client machines

If you wish to remove previously applied update(s) (marked as GA) pushed out to client machines for troubleshooting purposes or to clean up disk space, use the Change Current StateMark as 'Remove' action. The next time the client machine connects to the local provider, it will detect the update(s) are marked to be removed, and the update(s) will be uninstalled from the client machine. If an earlier update version was installed, the client machine will roll back to that version. To remove updates from client machines 1. Highlight the active (marked as GA) update(s) you wish to remove, right-click, and select Change Current StateMark as 'Remove'. The Current State column icon for the selected update(s) changes to Remove [ ].

2. The next time the client machines connect to the local provider, the selected updates will be removed and the machine will roll back to the earlier update version.

Off-server updates and Interactive Update

Interactive Intelligence recommends that you update certain non-IC Servers (off-servers), such as Interaction Media Servers and ASR servers, before updating the IC Server. Please note that at this time, Interactive Update does not support updating off-servers to a version higher than the IC Server. To apply updates to off-servers that must be updated before the IC Server, manually download the latest IC 4.0 update from the Interactive Intelligence Support site at https://my.inin.com/support/products/ic40/Pages/Service-Updates.aspx and run the SUInstall.exe utility.

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Interactive Update Client

Interactive Update Client is installed on the IC Server and all client machines at the customer site that will receive updates. See Interactive Update architecture for descriptions of the three Interactive Update Client components: Interactive Update Client service, Interactive Update Client application, and Interactive Update Client configuration. In this section:

Interactive Update Client configuration Interactive Update Client application: How updates are applied Interactive Update Client verifies licensing

Interactive Update Client configuration

In this section:

Launch Interactive Update Client Configuration Configuration tab: Specify how updates will be downloaded and applied Provider Servers tab: Modify provider server list Proxy Configuration tab: Add Web Proxy server information

Launch Interactive Update Client Configuration

To launch the Interactive Update Configuration on the IC Server or client machine: 1. Select StartProgramsInteractive IntelligenceInteractive Update Client Config.

2. The Interactive Update Client Configuration dialog appears.

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Note: If the administrator used the Interactive Update Provider Machines page to configure groups or configure individual machines to disable Interactive Update Client Configuration settings, the following message appears each time users launch the Interaction Update Client Configuration and users will find the settings disabled.

For more information, see Machines page: Manage client configuration settings in this document.

Configuration tab: Specify how updates will be downloaded and installed

The method for downloading and installing updates:

On the IC Server, must be configured in the Interactive Update Client Configuration tab. On client machines, can be set by the administrator on the Interactive Update Provider Machines page, or, if allowed by the administrator, can be set by users on their own machines in the Interactive Update Client Configuration tab.

To specify how updates are downloaded and installed 1. From the Start menu, select ProgramsInteractive IntelligenceInteractive Update Client Config.

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2. In the Configuration tab, do one of the following:

(Recommended) Select Automatic, and select a day and time in the drop down lists. The update will be automatically installed on the preset day/time as specified in the accompanying dropdown lists. Note: Although not recommended, when this option is selected on the IC Server, the IC Server will prompt for a reboot after the updates are installed.

Select Download updates for me, but let me choose when to install them. This setting automatically downloads updates to the machine, but does not install them. When updates are downloaded, the Interactive Update icon displays in the Windows taskbar. The associated tooltip reads "Updates are being downloaded." When the download is complete, the tooltip text changes to "Updates have been downloaded and are ready to be installed". Click on the icon to install the updates. Select Notify me, but don't automatically download or install them. This setting displays the Interactive Update icon in the Windows taskbar when an update is available. Click the icon to download and install the update. Select Turn off Interactive Update. When this option is selected, users are not alerted to available updates. The Interactive Update icon does not display in the Windows taskbar. Users should select this option only if instructed to do so by their administrator or Interactive Intelligence Support. Note: Although not recommended, when this option is selected on the IC Server, the description notes that if this machine is used to provide updates to client machines, then the client machines will not receive updates either.

3. You can also:

(If available) Select Offer updates again that I've previously disabled. This enables you to install an update that was previously offered but not installed.

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Click the Check For Updates button at the bottom to immediately check for updates. This message displays:

For more information, see Interactive Update Client application How updates are applied. 4. Click the OK or Apply button to save your settings.

Provider Servers tab: Modify provider server list

Administrators can modify the list of local provider servers (IC Servers) as needed in the Provider Servers tab. Notes

If the implementation includes one or more Interaction Media Servers, the administrator must manually add at least one valid local provider server (IC Server) in the Provider Servers tab on each Interaction Media server. This is because Interaction Media Server does not automatically specify IC Servers during installation. Consequently, when Interaction Media Server is installed, Interactive Update will not have a local provider server from which to obtain updates, unless it is specified on the Provider Servers tab. Users should not make any changes to the Provider Servers tab on their machines unless instructed by the administrator or Interactive Intelligence Support.

To modify the provider server list 1. From the Start menu, select Programs Interactive Intelligence Interactive Update Client Config. 2. Click the Provider Servers tab.

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Provider Servers tab

3. Add or remove a server name as needed:

To add a server name to the current list of local provider server: Enter the name of the server and click the Add button. To remove a server from the list, highlight it, and click the Remove button.

4. Click the OK or Apply button to save your settings.

Proxy Configuration tab: Add Web Proxy server information

If the customer site uses a Web proxy, administrators must add the appropriate Web proxy server information in the Proxy Configuration tab. Notes:

Recommended Web proxy server (ISA proxy server) settings for use with Interactive Update Client will soon be available in a separate document. Users should not make any changes to the Proxy Configuration tab on their machines unless instructed by the administrator or Interactive Intelligence Support.

To add Web Proxy server information 1. From the Start menu, select Programs Interactive Intelligence Interactive Update Client Config. 2. In the Interactive Update Configuration dialog, click the Proxy Configuration tab.

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Proxy Configuration tab

3. Click the Use a proxy server for Interactive Update checkbox. Type the Address and Port for the Web proxy server. 4. If the Web proxy server is set up so that users must log in every time they want to connect to the Internet, click The proxy server needs user authentication checkbox. Type the appropriate User Name and Password. If the user is a domain user, type the Domain name. 5. Click the OK or Apply button to save your settings.

Interactive Update Client application: How updates are applied

The Interactive Update Client application displays different icons, messages, and dialogs, depending on how Interactive Update has been configured to download and apply updates to the IC Server or client machine. As an example, the following procedure shows what the Interactive Update Client application on the IC Server displays when the administrator chooses to check for updates on the IC Server. 1. Click Check for Updates at the bottom of the Interactive Update Client Configuration dialog.

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2. The following message appears.

Click OK. 3. An Interactive Update toast message appears near the task tray in the bottom right corner of the desktop.

4. If updates are available, the following toast message appears.

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5. Click on the text in the toast message or on the Interactive Update icon in the Windows taskbar ( ). 6. The Interactive Update Client application prompts for the type of install Express (default) or Custom available to install. In this example, Express is selected. Click Install.

7. The Interactive Update Client application lists the update(s) available to install. Click Install.

8. The Interactive Update Client application indicates the installation was completed and successful. If the installation was not successful, click Additional Details for further actions to take, for example, restarting an application or rebooting the machine.

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Click Close to exit the Interactive Update Client application.

Interactive Update Client verifies licensing

Interactive Update Client service checks for the existence of the I3_FEATURE_SU_ALLOWED feature license key and will only allow the installation if it is present. The I3_FEATURE_SU_ALLOWED feature license key signifies a current Licensing, Maintenance, and Support contract with Interactive Intelligence.

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Interactive Update Partner Portal

Interactive Intelligence partners can use the Interactive Update Partner Portal to configure their customers Interactive Update Client service which connects to the Interactive Intelligence provider (https://updates.inin.com) to get updates. Partners can specify which updates are available for specific machines at individual customer sites, determine which machines at a customer site should not be able to receive updates until the partner has manually marked updates as available for that machine, and select to be contacted when updates become available. Note: The Interactive Update Configuration page for Interactive Update 2.0 on the Partner Portal will be documented in a future SU.

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Interactive Update FAQ

Make sure to check Interactive Update 2.0 FAQ on the Support site at https://my.inin.com/support/products/IUpdate20/Pages/FAQ.aspx. This section contains additional frequently asked questions about Interactive Update.

What ports are used for downloading updates?

Port 443 (default SSL) is the port used between the local provider (IC Server) and the Interactive Intelligence provider (https://updates.inin.com) for downloading updates to the local provider. Port 8092 is the port used between the local provider (IC Server) and client machines for downloading updates to client machines.

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Interactive Update Troubleshooting

This section contains the following Interactive Update troubleshooting items:

Interaction Center Server update failed to apply Invalid response from server Cannot download updates from an IC Server in a domain outside ISA Proxy Server Interactive Update Provider does not push out updates if they are higher than the IC Server version Interactive Update Provider Config gets stuck on the Please Wait message

Interaction Center Server update failed to apply

If an IC Server update fails to apply, make sure to check the Application Event Log for any specific error messages pertaining to the failure.

Invalid response from server

Certain operations in the Interactive Update Provider Web interface result in a request being sent from the browser to the server. When a request does not reach the server as expected, Interactive Update displays the following error message:

There can be several reasons why this error occurred, anywhere from network configuration to a browser security settings issue, due to recently tightened browser security settings. In most circumstances, adding http://localhost or http://127.0.0.1 to the Local Intranet zone resolves the issue. To add this setting in Internet Explorer 1. In the Tools menu, select Internet Options. 2. Select the Security tab, click the Local intranet Sites button. 3. In the Local intranet dialog, click the Advanced button.

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4. In the Add this website to the zone text box, enter http://127.0.0.1 and click the Add button. The added web site appears in the Websites text box.

5. Close the dialogs and restart the browser for the settings to take effect.

Cannot download updates from an IC Server in a domain outside of ISA proxy server
If you experience issues with downloading updates in a Web proxy configuration, the problem may due to an ISA proxy server configuration that Interactive Intelligence does not support. Recommended Web proxy server (ISA proxy server) settings for use with Interactive Update Client will soon be available in a separate document.

Interactive Update Provider does not push out updates if they are higher than the IC Server version
Interactive Intelligence recommends that you update certain non-IC Servers (off-servers), such as Interaction Media Servers and ASR servers, before updating the IC Server. Please note that at this time, Interactive Update does not support updating off-servers to a version higher than the IC Server. To apply updates to off-servers that must be updated before the IC Server, manually download the latest IC 4.0 update from the Support site at https://my.inin.com/support/products/ic40/Pages/Service-Updates.aspx and run the SUInstall.exe utility.

Interactive Update Provider Config gets stuck on the Please Wait message
When using Internet Explorer to view the Interactive Update Provider Config, it gets stuck indefinitely on the Please Wait message.

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To avoid this issue, modify the Internet Explorer settings: 1. From the Internet Options Security tab, select Local Internet, and click Custom Level.

2. Scroll down to Access data sources across domains and select Enable.

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IC 3.0 to IC 4.0 Client Workstation Migrations

An IC 2.4/3.0 to 4.0 migration package containing tools and documentation for existing IC systems to migrate to IC 4.0 is available on the Interactive Intelligence Support site at https://my.com/support/products/ic40/Pages/Migrations.aspx. As part of the migration strategy, Interactive Update is the recommended method for migrating IC 3.0 client workstations to IC 4.0. In this section:

IC Migration Guide Required IC and Interactive Update versions IC 3.0 to IC 4.0 client workstation migration overview

IC Migration Guide
The IC Migration Guide is included with the IC 2.4/3.0 to 4.0 migration package. It provides the planning considerations and procedures for migrating IC 2.4/IC 3.0 systems to IC 4.0. You can access the IC Migration Guide directly at https://my.inin.com/support/products/ic40/Documentation/mergedProjects/wh_iandc/ic_pdfs/migratio n_icg.pdf. The following chapters in the IC Migration Guide cover general client workstation migration planning and the complete instructions for migrating IC 3.0 client workstations to IC 4.0 using Interactive Update:

Chapter 15: Workstation Migration Planning Chapter 16: Migrate IC 3.0 Workstations Using Interactive Update

Required IC and Interactive Update versions

This section describes the minimum requirements for migrating IC 3.0 client workstation applications to IC 4.0. The required IC and Interactive Update Service Update (SU) versions contain the functionality necessary for the migration/upgrade. For additional information, see the IC Migration Guide.

IC 3.0 server

IC 3.0 SU 14 or later (If applicable) IC 3.0 SU 14 or later Language Packs Interactive Update Provider and Interactive Update Client 1.0 SU 10 or later

IC 3.0 client workstation

IC 3.0 SU 14 or later IC workstation applications (If applicable) IC 3.0 SU 14 or later localized workstation applications Interactive Update Client 1.0 SU 10 or later

IC 4.0 server

IC 4.0 SU 1 or later (If applicable) IC 4.0 SU 1 or later Language Packs Interactive Update Provider and Interactive Update Client 2.0 SU 2 or later

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IC 3.0 to IC 4.0 client workstation migration overview

This section presents an overview of the client workstation migration tasks performed on Interactive Update Provider 1.0 (IC 3.0 Server) and Interactive Update Provider 2.0 (IC 4.0 Server). For complete instructions, see the IC Migration Guide. Part 1: Client workstation migration tasks on Interactive Update Provider 1.0 This procedure performed on the Interactive Update Provider 1.0 server (IC 3.0 server), consists of the following tasks:

Add the Interactive Update Client 2.0 install as a new update (major version upgrade), pulled from the IC_IUpdate share on the IC 4.0 server. Set an MSI parameter to change the local provider from the IC 3.0 server to the IC 4.0 server. This action changes a configuration setting on all workstations receiving the Interactive Update Client 2.0 install so the Interactive Update Client service on those workstations will start receiving updates from the Interactive Update Provider 2.0 on the IC 4.0 server. Create a machine group for the client workstations to be migrated for testing purposes. (One or more additional groups can be created later for a phased or full deployment.) Mark the Interactive Update Client 2.0 install as GA and push it out to the client workstations in the migration machine group.

Part 2: Client workstation upgrade tasks on Interactive Update Provider 2.0 This procedure, performed on the Interactive Update Provider 2.0 server (IC 4.0 server) consists of the following tasks:

If you use the Interactive Intelligence provider (updates.inin.com) to get updates on the IC server, the latest Interactive Update 2.0 Client SU is automatically added to Interactive Update Provider. -ORIf you manually download and apply updates to the IC server, add the latest Interactive Update 2.0 Client SU as a new update in Interactive Update Provider, pulled from the IC_Update share on the IC 4.0 server. Add the IC 4.0 client workstation application installs and SUs as new updates, pulled from the appropriate shares on the IC 4.0 server. If applicable, add the Client Language Plugins for the IC 4.0 client workstation applications as new updates, pulled from the appropriate shares on the IC 4.0 server. Mark the Interactive Update 2.0 SU and IC 4.0 client workstation application installs as GA and push out to client workstations.

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Change Log
The following changes have been made to the Interactive Update Technical Reference since it was reorganized so that there are now two separate versions of the document, one for Interactive Update 1.0 for IC 3.0 and one for Interactive Update 2.0 for IC 4.0.
Change Updated the document for IC 4.0 SU 1 and Interactive Update 2.0 SU 1. Added new section IC 3.0 to IC 4.0 Client Workstation Migrations. Date 4-10-12 10-3-12

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