AltiGen comm MAXCS 81 Upgrade Guidelines

							 
 
 
 
 
 
 
 
MAX Communication Server 
Release 8.0 
Upgrade Guidelines 
Intended audience:  
AltiGen Authorized Partners 
 
October 13, 2015 
   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 2 
This guide provides guidelines for upgrading from earlier releases of MAXCS to release 8.0.  
Operating System Support 
MAXCS Release 8.0 requires JRE 1.8; therefore, MAXCS 8.0 does not support Windows 2003.  
MAXCS Release 8.0 supports Softswitch, hardware chassis, and MAXCS Private Cloud.  
The following operating systems are supported: 
Max1000 
 Windows 7 32-bit SP1 
Max2000 
 Windows 7 32-bit  SP1 
 Windows 2008 32-bit SP2 
Office 3G/2G 
 Windows 2008 32-bit SP2 
All-in-One Softswitch 
 Windows 8.1  Professional 64-bit (supported on Hyper-V version 6.0 and VMware ESX 5.5 and 6.0) 
 Windows 7 Professional 64-bit SP1 
 Windows Server 2008 R2 64-bit SP1 
 Windows 2012 Server R2 64-bit (supported on VMware ESX 5.5 and 6.0) 
Clients 
 The MAXCS clients also support Windows 10 
Port Information 
 When MAXCS or Softswitch is running on a non-Windows 2008/2012 system, BasePort = 49152. When 
MAXCS or Softswitch is running on a Windows 2008/2012 system, BasePort = 49664 (this is because 
Windows 2008/2012 has some system services use ports in the 49152 range). Check your firewall settings 
and reconfigure them if necessary. 
 MAXCS 8.0 uses internal network port 10072 to work with the client applications. Other applications on 
the users’ system should not use this port. Since this is for internal use, no firewall setting should be 
configured for this port. 
Enhancements Included in Release 8.0 
The MAXCS 8.0 release includes enhancements in the following areas:  
 Polycom Enhancements – Refer to the MAXCS Polycom Configuration Guide for full details  
o Auto-Provisioning 
o Global Extension Relocation  
o User Password Consolidation 
o Default Local Administrator password  
o Secondary Proxy Support 
o Auto-Generate Digit Map   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 2 
o Mobile Fallback  
o Firmware Auto-Upgrade (VVX models) 
o Global BLF  
o Expansion Module Support (VVX 
models) 
o Call Recording Button (VVX models)  
o Transfer and Conference 
enhancements with Clients (VVX 
models) 
o Corporate Directory support (VVX 
models) 
o User Directory Dialing (VVX models) 
o Client Call Control  
o Video call support (VVX models) 
o Auto-Answer Changes 
o Feature Code 33 DND Changes 
 Technology Enhancements – Refer to the MAXCS New Features Guide for full details 
o HMCP Load Balancing 
o SIP Groups  
o Callback from Queue  
o Free Format 
o Expanded SIP trunk support  
o SIP Trunk Release Link Tie (SIP Refer) 
o SIP Trunk TLS Support  
o IPTalk Redirect 
o SIP Delayed Offer Support   
Additional Changes in Release 8.0 
Before you begin the upgrade process, be aware of the following changes that are introduced in Release 8.0. 
 In MaxCS 8.0, the new Java Service Manager can connect only to the local system. In addition, earlier 
versions of the MAXCS AltiGen Java Service Manager will not be able to connect to the MaxCS 8.0 AltiGen 
Java Service loader.  
This change will prevent you from running Java Service Loader Manager from a LAN or WAN connection. 
The only way to access Java Service Loader Manager now will be from the server itself, via Remote 
Desktop. This change makes the system more secure. For additional security, change the password for 
login. 
 With Release 8.0, MAXCS no longer supports the configuration of having Softswitch and HMCP on 
separate servers. If you have such a configuration, contact your sales team before upgrading. 
 When MAXCS or Softswitch is running on a non-Windows 2008/2012 system, BasePort = 49152. When 
MAXCS or Softswitch is running on a Windows 2008/2012 system, BasePort = 49664 (this is because 
Windows 2008/2012 has some system services use ports in the 49152 range). Check your firewall settings 
and reconfigure them if necessary. 
 AltiGen Phone Group paging uses SIP Tie-Trunk channels in this release. 
 If Polycom phones are used, you must select RFC 2833 for the DTMF Transport field in the Codec Profile 
assigned to the SIP Tie-Trunk. In addition, the Release Link Tie over SIP Tie-Trunk feature is not supported 
in this configuration. 
 The provisioning process for Polycom phones is different in Release 8.0 from in earlier releases. Refer to 
the MAXCS Polycom Configuration Guide for instructions.   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 4 
 If you are upgrading from Release 7.0 Update 1 or earlier, carefully review the codec profile conversion 
after the upgrade process has been completed. 
Features no Longer Supported in Release 8.0 
 The following features from earlier releases are no longer supported in Release 8.0: 
 ACC 
 Windows XP and Windows 2003 Server OS for Softswitch 
 H.323 
Important: Any IP Dialing Table entries that have H.323 set for the Protocol field must be changed to 
SIP before you upgrade.  
 The TLS enabled and SRTP disabled settings 
 The Persistent TLS connection for SIP Tie-Trunks 
 Redundancy 
 Multiple Gateway softswitch 
SIP Group Conversion 
MAXCS 8.0 supports SIP Groups. SIP trunks from earlier releases will be converted to SIP Groups. Once you have 
completed the upgrade process, you can review your new SIP groups (Board Configuration > SIP Group 
Configuration).   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 5 
 
If one group’s member trunks have different register periods, we will pick the minimum non-zero number and set 
that as the register period. 
When the conversion process has been completed, a new SIP group configuration table is created. No further 
conversion is necessary; however, you should review the SIP Group settings after the upgrade process has been 
completed. 
Operational Notes 
Be aware of the following limitations in this release: 
 AltiGen IP phones – AltiGen IP phones IP-705, IP-710, and IP-720 must all be upgraded to firmware 
version 2xAE before you upgrade to MAXCS 8.0.  
 Clients – You must upgrade all of the MAXCS client applications on a desktop before the agent uses any of 
those applications.  
 When a Polycom phone is used and the voice stream goes direct, SIP tie-trunks must use RFC 2833 
instead of SIP INFO. 
 To log into VRManager, right-click VRM Admin and click Run as Administrator.  
 If a workgroup agent use a Polycom phone, Single Call Handling will automatically be enabled, regardless 
of the workgroup’s Intra Group Call Distribution setting. 
 When a Polycom user places a call on hold via a MAXCS client, no dial tone will be played.   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 6 
 With AltiGen SIP trunks, you must use 11-digit numbers when configuring DNIS routing. 
 When you upgrade to Release 8.0 from earlier releases, if your environment’s LDAP service is disabled, 
the upgrade process will not enable it.   If you later want to enable LDAP, open the file 
\AltiServ\db\Storage\LdapSetting.txt and change DisableLdap to 0 and re-enable the AltiGen LDAP Service. 
The re-start the system. Note that if the LDAP Service has been disabled for a very long time, it could be 
out of date, which could result in configuration issues.  
Software Upgrade Path 
MAXCS 8.0 supports ACM only.  ACC Agent seats will automatically be upgraded to ACM Agent seats. No 
additional SA will be incurred during the upgrade process. Note that ACM SA charges, instead of ACC, will be used 
for the next SA renewal. For details on SA renewal, contact your AltiGen representative. 
 
It is critical to follow the upgrade instructions to avoid losing configuration data.  Product registration is required 
to obtain the updated license file. 
If your version of MAXCS is earlier than Release 6.5, you can do one of the following: 
 You can upgrade first to Release 6.5, then upgrade from Release 6.5 to Release 8.0 
 You can re-enter the data in Release 8.0 
You have the option of re-keying data from any previous release.   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 7 
Upgrade Process: MAXCS Premise and Private Cloud 
For detailed upgrade steps for various earlier releases, refer to the Readme file in the MAXCS ACM folder on the 
installation media. 
Considerations: 
 If you are upgrading an NFR system, you must obtain the new license file (EXCTL.DAT) before you begin 
the upgrade process. Otherwise, your licenses will become invalid after you perform the upgrade. 
 If Exchange integration was used in the previous version of MAXCS server, you must uninstall the Outlook 
client before you install MAXCS Release 8.0. 
Note:  With MAXCS Private Cloud and SaaS-licensed systems, the MAXCS server will check with the AltiGen 
licensing server when switching starts, and will automatically retrieve the appropriate licensing. 
To upgrade to Release 8.0, follow this process. 
1. Make sure you have the MAXCS Softswitch Deployment Guide on hand; you will follow some instructions 
from that guide in step 6. This guide is stored in the AltiGen Knowledgebase. Click here to log in and 
download article 1191. 
2. Upgrade AltiGen IP-705, IP-710, and IP-720 phones to firmware version 2xAE before you begin the 
upgrade process.  
3. If there are any IP Dialing Table entries that have the Protocol set to H.323, update them to change the 
Protocol to SIP. 
4. Run the Backup & Restore tool to back up the existing configuration, voice mail messages, and greetings. 
5. Perform the 8.0 upgrade product registration process from the License Information page (either online 
registration or offline registration) and obtain the 8.0 EXCTL.DAT license activation file from the AltiGen 
Product Registration portal. 
6. For softswitch deployments, install and run the MAXCS 8.0 HMCP Certification tool.  The instructions for 
running this tool are found in the MAXCS Softswitch Deployment Guide, beginning on page 8.  
7. Install MAXCS. During this step, when prompted whether to register: 
 For Premise deployments, choose Register Now to load the EXCLT.DAT file. 
 For MAXCS Private Cloud upgrades, choose Register Later. The MAXCS server will check with the 
AltiGen licensing server when switching starts, and will automatically retrieve the appropriate 
licensing. 
8. If your environment is using Polycom phones, you will need to download a certificate; otherwise, the 
Polycom phones will not work correctly. See the MAXCS Polycom Configuration Guide for details. 
9. Starting with Release 7.5, MAXCS restructures codec profile settings and performs basic conversion 
processes. Once the upgrade process has finished, if you are upgrading from a release prior to 7.5, review 
the updated codec profile settings and adjust them as needed. 
Original Codec Profile Converted MAXCS 8  Codec Profile 
G.711 Mu-Law G.711 Mu-Law 
G.711 A-Law G.711 A-Law 
Prefer G723.1 support  G729 G723.1, G729   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 8 
Original Codec Profile Converted MAXCS 8  Codec Profile 
Prefer G729 support  G723.1 G729, G723.1 
Prefer G.711 Mu-Law support  G.711 A-Law G.711 Mu-Law, G.711 A-Law 
Prefer G.711 A-Law support  G.711 Mu-Law G.711 A-Law, G.711 Mu-Law 
 
10. After you complete the upgrade process, check your SIP Trunk configuration and make any necessary 
adjustments. 
11. Upgrade all of the MAXCS client application on a user’s desktop before the agent uses any of those 
applications. 
12. If you have existing Polycom phones that were configured for Release 7.0 or earlier, you must reset them 
to the factory defaults and then reprovision them for Release 8. If you do not do this, those Polycom 
phones will not work correctly. Refer to the MAXCS Polycom Configuration Guide for instructions. You will 
find this guide in the AltiGen Knowledgebase. 
For Private Cloud deployments, make sure that you update all components (including External Logger, VRM, 
and for call centers, AltiReport), even if you are not using those components. 
Migration Process: Premise Deployments to MAXCS Private Cloud 
For instructions on migrating a MAXCS on-premise deployment (on a hardware chassis) to MAXCS Private Cloud, 
follow the steps in Article 1172, which is available from the AltiGen Knowledgebase.  Click here to open that 
document. 
For any upgrade issues or questions, please contact AltiGen Technical Support. 
Upgrade Process: Chassis Systems on Unsupported Windows O/S 
When upgrading from a chassis with an unsupported operating system such as Windows XP or Windows 2000 
server, you can still upgrade Release 8.0.  
 You must install Release 8.0 on a system that is running a supported operating system.  
 You must have a supported chassis version: 
o Max1000 – Rev A6 or above 
o Max2000 – Rev A8 or above 
o Office 3G – Rev R4 or above 
Follow these procedures to convert a hardware chassis with an unsupported operating system: 
1. Back up the configuration of the existing release, using the Backup & Restore tool. 
Note: If the LDAP service is disabled on the existing release, in addition to performing a Backup & 
Restore, manually copy the C:\AltiServ\db\Storage folder to a temporary location. 
During the Backup and Restore process, make sure that all 4 options are selected.   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 9 
2. From MaxCS Administrator License menu, select License Information. Click the Registration button 
and then click Save Register Form to export the registration information into the register.htm 
file. 
3. Perform an offline product registration and choose the Upgrade to 8.0 option, and then obtain a new 
EXCLT.dat file. 
4. Install the new operating system on the server, and then install the MAXCS Release 8.0 software. 
5. After you complete the MaxCS 8.0 installation, run the Backup & Restore tool again to restore the 
backup configuration. If LDAP service was disabled on the previous release, disable LDAP service from 
Windows Services and copy the backup AltiServ\db\Storage\ to the 
C:\AltiServ\db\Storage\ folder. 
6. Copy the new Exctl.dat to the C:\AltiServ\db\ folder. 
7. Reboot the system. 
Troubleshooting 
 If during the upgrade process you see a warning message, “'Remove previous version and update 
first and then reboot machine to continue the installation you will need to remove the earlier 
version manually. This issue has been noted when upgrading from MAXCS ACC Release 6.5 to 
MASCS Release 8.0.  
If you cannot find the earlier Release in the Control Panel “Uninistall or Change Programs” page, 
follow these steps to remove the software (always follow Microsoft guidelines when editing the 
registry): 
1. Open the registry editor. 
2. Remove the folder AltiGenInstallTemp. 
3. Set this entry: 
\\HKEY_LOCAL_MACHINE\\SOFTWARE\\AltiGenInstallTemp 
4. Save the changes. 
5. Reboot the system. The MAXCS 8.0 ACM installation should run automatically. 
 If you are using SNMP setting, back up the file snmpcfg.dat under altiserv\db folder. After you 
complete the upgrade process, if the SNMP configuration is lost: 
1. Shut down the MAXCS services using Start & Stop All AltiGen Services. 
2. Then restore the snmpcfg.data file and restart the AltiGen services. 
 
 
   
						

							  
MaxCS 8.0 Upgrade Guidelines Page 10 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
AltiGen Communications, Inc. 
679 River Oaks Parkway, San Jose, CA 95134 
Telephone: 888-AltiGen (258-4436)   |     Fax: 408-597-9020 
E-mail: [email protected]  Web site: www.altigen.com 
 
All product and company names herein may be trademarks of their registered owners. Copyright © AltiGen Communications, Inc. 2015.  All rights reserved