ACR to ACRA Migration

Reference Guide

Version 15.2

Issue 1.03
September 2020

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Preface

Contents

Preface .................................................................................................................................................... 4
Document revision history .................................................................................................................. 4
Planning considerations and limitations .................................................................................................. 5
Version Breakdown ............................................................................................................................. 5
Migration from Net New Installations of ACR 15.1*, 15.1 FP1 and 15.1 FP2 ................................ 5
Migration from Net New Installations of ACR 12.1 ......................................................................... 5
Migration from Net New Installations of ACR 12.0 ......................................................................... 5
Migration from Net New Installations of ACR 11.0, 10.x and earlier .............................................. 5
Limitations ........................................................................................................................................... 5
Other factors for consideration ........................................................................................................... 6
Migration decision flowchart ............................................................................................................... 7
Post migration: supported system configurations for legacy recordings replay...................................... 8
‘WFO Archive’ based replay of legacy recordings .............................................................................. 8
ACR only (without WFO) ................................................................................................................ 8
ACR and WFO................................................................................................................................ 9
Replay Server (CRS or Master) based replay of legacy recordings................................................... 9
ACR only (without WFO) ................................................................................................................ 9
ACR and WFO.............................................................................................................................. 10
No migration...................................................................................................................................... 10
Performance Guidelines........................................................................................................................ 11
WFOLoad – Call List By Day (gz file) creation ............................................................................. 11
WFOLoad – Call Metadata Upload To WFO Contact Database.................................................. 11
WFO Archive of ACR calls ........................................................................................................... 12
Documentation references .................................................................................................................... 13
Appendix A: WFO Reload Utility ........................................................................................................... 14
Overview ........................................................................................................................................... 14
Prerequisites ..................................................................................................................................... 14
Usage................................................................................................................................................ 15
Appendix B: Disabling recording on legacy systems ............................................................................ 16
Appendix C: Decommission a legacy ACR system .............................................................................. 17
Appendix D: Migration matrix ................................................................................................................ 18
Appendix E: Example flow of the gradual migration of a complex topology where a Replay Server is
being retained ....................................................................................................................................... 19
Migration Window 1 .......................................................................................................................... 19
Migration Window 2 .......................................................................................................................... 19
Migration Window 3 .......................................................................................................................... 19

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Preface

Preface
This document is relevant for customers wanting to record all new calls via Avaya Contact Recorder
Advanced (ACRA) recorders whilst preserving the ability to replay legacy recordings recorded on the
Avaya Contact Recorder (ACR) recorders.

Document revision history

Issue Description of changes
1.03 Update use of Master recorder in place of CRS where no CRS exists already.
1.02 Under ‘Other Factors for Consideration’, update ‘Size and location of historical calls’.
Add new section ‘Performance Guidelines’.
1.01 Minor corrections and clarifications of ‘Post migration: supported system configurations for
legacy recordings replay’ section
1.0 Initial revision

Avaya V15.2 ACR to ACRA Migration Reference Guide 4

Planning considerations and limitations

Planning considerations and limitations

There are a number of limitations which, in some cases, may mean that the migration is NOT suitable
for a site. Use the flow chart and version breakdown to check if your site is suitable for migration from
ACR to ACRA.

Version Breakdown
The current and original install version of the site metadata will affect suitability of migration.
Migration from Net New Installations of ACR 15.1*, 15.1 FP1 and 15.1 FP2
• Fully supported with or without WFO present.
• WFO Load available for ACR only sites, BUT will be subject to limitations below.
* NOTE: 15.1 sites must move to latest 15.1 FP1 patch prior to any migration.
Migration from Net New Installations of ACR 12.1
• Fully supported with or without WFO present.
• WFO Load available for the ACR only sites, BUT will be subject to limitations below.
Migration from Net New Installations of ACR 12.0
• Supported if site had WFO installed from start.
LIMITATION: If a customer has bulk, on demand or meeting recording configured, these
recordings may not be uploaded.
• Not supported for ACR only sites*. A separate ACR infrastructure MUST be maintained, and
all replay/export of legacy recordings will be using the ACR S&R UI from the CRS or other
ACR infrastructure.
*EXCEPTION: Installations that were net new at ACR 12.0, but have subsequently been
upgraded to a later ACR version, CAN be migrated using WFO Load, BUT only for the audio
portion of any calls originating from 12.0. All migrated calls will be subject to limitations below.
Migration from Net New Installations of ACR 11.0, 10.x and earlier
• Not supported. A separate ACR infrastructure MUST be maintained, and all replay/export of
legacy recordings will be using the ACR S&R UI from the CRS or other ACR infrastructure.

Limitations
1. If no WFO infrastructure was in place at the time the calls were originally recorded, then
historical organizational information will not be available. Call metadata upload to WFO uses
information in the call metadata file (XML) and current WFO configuration. If key information
(e.g. agent id and station id) has changed since the calls were recorded, then the uploaded
calls in WFO may be wrongly associated.
Searches based on this information may return inaccurate results.
2. If limitation (1) applies, then in order to Search for and Replay these calls following the
migration, the user will have to select ‘Search Outside Visibility’ under Advanced Search
when submitting the search in WFO Interactions.
3. Secure communication (‘Force HTTPS’ in ACR) is not supported during the WFOLoad part of
the migration process. Call metadata upload to WFO databases is only required for a new
WFO install; so it must be installed as non-secure, and only hardened after the metadata
upload has completed.
4. If the switch that the calls were recorded from originally is not included in the WFO
configuration, the background MDL Load process raises an error and moves over each call
affected WITHOUT uploading it.
To force the calls to be uploaded, set the property wfo.pushlegacyswitchcalls=true.
To re-generate the “<call date>.wfo.gz” files, rerun the WFOLoad.

Avaya V15.2 ACR to ACRA Migration Reference Guide 5

Planning considerations and limitations

Other factors for consideration

There are a number of other factors which influence the decision of whether to perform this migration
or not.
• Lifespan of legacy ACR calls
The retention period for the ACR calls will be a significant factor in the decision. If it is
relatively short, then it may not be worth migrating the calls across to WFO; it may be
preferable to maintain the legacy ACR infrastructure to replay these calls.
• Size and location of historical calls
Uploading call metadata to WFO database and/or re-archiving all online historical calls from
ACR storage to WFO storage is be time-consuming and resource intensive.
It may be preferable to maintain the legacy ACR infrastructure to replay these calls and let
them age-out until the system can be decommissioned.
o Size of call metadata and call media: The total size of the call set to be migrated has a
linear impact on the time required for the migration, the larger the set of calls, the longer it
will take. Refer to the Performance Guidelines section for a guide to migration throughput.
o Location of call metadata and call media: The location of the call metadata and call
media has an exponential impact on the time required for migration and may alter the
migration decision itself. Data held on local call buffer is several orders of magnitude
faster to process than data written to an archive destination.
Note: Some archive storage types (such as EMC Centera) are not supported for this
process as the process requirements are too great.
If there is a split between call media storage locations (i.e. older calls on archive, more
recent calls on call buffer), it may be preferable to migrate only the more recent calls, and
maintain the legacy ACR infrastructure to replay the older archived calls; and let them
age-out until the system can be decommissioned.
• Minimization of remaining ACR footprint
The target for this migration is zero ACR infrastructure remaining in the enterprise; if this is
not possible then updating all information to a single Replay Server (CRS or Master on the
latest version of software) is the preferred route. This will minimize maintenance overheads in
the future, and ensure the system is fully supportable.

Avaya V15.2 ACR to ACRA Migration Reference Guide 6

Planning considerations and limitations

Migration decision flowchart

Start

Is your system
NO ACR only YES
(without WFO)?

Is your current
NO version 12.0 or YES
earlier?

Is your current Did you

version 12.0 or migrate current
YES
later? system from
NO YES NO 12.0 or earlier?

Did you
migrate current YES
system from
NO 11.0 or earlier?

Screen
will be
lost

Migrate/upgrade to
Install WFO 15.2
WFO 15.2

Keep call
media present
location?
NO YES

Retain minimum legacy Retain minimum ACR Retain minimum ACR

Archive calls to WFO and
footprint for standalone footprint with replay via footprint for standalone
remove ACR infrastructure
replay via QM/ACR WFO replay via ACR

Avaya V15.2 ACR to ACRA Migration Reference Guide 7

Post migration: supported system configurations for legacy recordings replay

Post migration: supported system

configurations for legacy recordings replay
There are three possible options for the post-migration depending on the system configuration. Any of
these options can be considered, regardless of whether the site is currently using an ACR topology or
an ACR/WFO topology but is VERSION-dependent.
• ‘WFO Archive’ based replay of legacy recordings
Call metadata and call audio/screen media moved to WFO infrastructure. All legacy
recordings are archived to WFO Archive. Search and replay are via WFO Interactions,
retrieval of legacy recordings for replay/export is via the WFO Archive, all ACR recorders
(including CRS if present) are decommissioned.
• Replay Server (CRS or Master) based replay of legacy recordings
Call metadata moved to WFO infrastructure, call audio/screen media remains in ACR
infrastructure. All legacy recordings already archived, and details updated to a replay server
(to minimize the ACR server ‘footprint’). Search and replay are via WFO Interactions, retrieval
of legacy recordings for replay/export is via the replay server, all other ACR recorders are
decommissioned.
• No migration
Call metadata and call audio/screen media remains in ACR infrastructure. Search and replay
is via ACR, retrieval of legacy recordings for replay/export is via the replay server, all other
ACR recorders are decommissioned.

‘WFO Archive’ based replay of legacy recordings

ACR only (without WFO)
For sites where there is no existing WFO infrastructure at all (see Version Breakdown).
1. Install and configure 15.2 WFO system (see WFO Installation Guide and WFO Configuration
Guide).
2. Install 15.2 ACRA recorders (see WFO Installation Guide). Configure recorders so that all
recording capacity is handled by that system (see ACRA Configuration Guide).
Note: ACR recorder configuration cannot be migrated across to the new ACRA recorders;
this configuration will need to be entered anew.
3. Disable active recording from ACR infrastructure (see Appendix B: Disabling recording on
legacy systems).
4. Configure all of the ACR servers (including the CRS if present) into the WFO system and
ensure that it distributes configuration (see WFO Configuration Guide).
5. Run WFO Reload utility to populate the WFO databases with the recording metadata
contained within the ACR solution (see Appendix A: WFO Reload Utility).
6. Create a WFO Archive campaign to re-archive all of the ACR calls (see Avaya WFO V15.2
ACRA Archive Administration Guide).
In the campaign , set a start date (the date the WFOLoad was started) and an end date (the
date the WFOLoad completed). Once the current archive point passes the end date, the
archive drive should be marked 'Read-Only' so that no further archive operations are
attempted.
This will write new metadata records into the WFO databases and pull the media files to new
storage locations managed by WFO. Depending on the total size of historical calls, this may
be a long-running operation.

Avaya V15.2 ACR to ACRA Migration Reference Guide 8

Post migration: supported system configurations for legacy recordings replay

7. Decommission the ACR recording infrastructure (see Appendix C: Decommission a legacy

ACR system).
ACR and WFO
For sites where there is an existing WFO infrastructure in place (see Version Breakdown).
1. Upgrade/migrate existing WFO system to 15.2 (see WFO Upgrade Guides).
2. Install ACRA recorders (see WFO Installation Guide) and move all recording capacity to them
(see ACRA Configuration Guide).
3. Disable active recording from ACR infrastructure (see Appendix B: Disabling recording on
legacy systems).
4. Ensure all recording metadata is populated to the WFO databases; use WFO Reload utility if
gaps in coverage are found (see Appendix A: WFO Reload Utility).
5. Create a WFO Archive campaign to re-archive all ACR calls (see Avaya WFO V15.2 ACRA
Archive Administration Guide).
In the campaign, set a start date (the date of the first ACR call that still exists) and an end
date (the date of the last call on the ACRs). Once the current archive point passes the end
date, the archive drive should be marked 'Read-Only' so that no further archive operations are
attempted.
This will write new metadata records into the WFO databases and pull the media files to new
storage locations managed by WFO. Depending on the total size of historical calls, this may
be a long-running operation.
6. Decommission the ACR recording infrastructure (see Appendix C: Decommission a legacy
ACR system).

Replay Server (CRS or Master) based replay of legacy recordings

A replay server can either be a Central Replay Server (CRS) or a Master (where no CRS is in place).
Either of these server types provide replay access to all recordings provided the important notes
following are followed.
For sites with a large volume of historical calls, adding a new CRS for the migration is impractical in
terms of the time and resources required to get all the call metadata uploaded. The best strategy is to
retain the Master as the replay server. If a CRS already exists, then that must always be used.
See Important Notes for specific guidance on upgrading replay server to latest version.
ACR only (without WFO)
For sites where there is no existing WFO infrastructure at all (see Version Breakdown).
1. Install and configure 15.2 WFO system (see WFO Installation Guide and WFO Configuration
Guide).
2. Install 15.2 ACRA recorders (see WFO Installation Guide). Configure recorders so that all
recording capacity is handled by that system (see ACRA Configuration Guide).
Note: ACR recorder configuration cannot be migrated across to the new ACRA recorders;
this configuration will need to be entered anew.
3. Disable active recording from ACR infrastructure (see Appendix B: Disabling recording on
legacy systems).
4. Upgrade existing replay server (CRS or Master) to 15.2 including the latest updates.
Note: It is possible to add a new CRS (if one is not present), but this can involve a large
amount of data manipulation, so is not generally recommended. See Important Notes for
specific guidance on upgrading replay server to latest version.
5. Ensure that the replay server database contains the complete set of metadata from the ACR
recorders (see Important notes).

Avaya V15.2 ACR to ACRA Migration Reference Guide 9

Post migration: supported system configurations for legacy recordings replay

6. Configure the ACR servers (including the CRS if present) into the WFO system and ensure
that it distributes configuration (see WFO Configuration Guide).
7. Run WFO Reload utility to populate the WFO databases with the recording metadata
contained within the ACR solution (see Appendix A: WFO Reload Utility).
8. Ensure that legacy calls can be replayed from WFO.
9. Decommission the ACR recording infrastructure excluding the replay server (see Appendix
C).
ACR and WFO
For sites where there is an existing WFO infrastructure in place (see Version Breakdown).
1. Upgrade/migrate existing WFO system to 15.2 (see WFO Upgrade Guides).
2. Install ACRA recorders (see WFO Installation Guide) and move all recording capacity to them
(see ACRA Configuration Guide).
3. Disable active recording from ACR infrastructure (see Appendix B: Disabling recording on
legacy systems).
4. Upgrade existing replay server (CRS or Master) to 15.2 plus latest updates.
Note: It is possible to add a new CRS (if one is not present), but this can involve a large
amount of data manipulation, so is not generally recommended. See Important Notes for
specific guidance on upgrading replay server to latest version.
5. Ensure that the replay server database contains the complete set of metadata from the ACR
recorders (see Important notes).
6. Ensure that legacy calls can be replayed from WFO.
7. Decommission the ACR recording infrastructure excluding the replay server (see Appendix C:
Decommission a legacy ACR system).
Important notes:
• For the 'Replay-Server-based replay' strategy to be successful on either of the above
topologies, the replay server must contain database references for all the calls (including
archives) provided by ACR recorders. Additionally, all of the call media must be accessible
from the replay server; this can either be done by archiving the calls (and making the archive
available on the replay server as discussed below) OR by copying the ACR recorder call
buffer(s) to the replay server local calls folder and setting the property crs.checklocal to true.
• If the current CRS does not contain all the system recording information or a CRS is being
added to satisfy the migration process, please follow the steps described in the ‘Introducing a
CRS to an Existing System’ section in the ACR Upgrade Guide.
• Ensure that the Service Archive Requests Locally configuration setting is set to Yes on the
replay server.
• Ensure that all relevant archive jobs are running on the replay server. To do so, edit each
archive job, select Advanced, and check that the replay server serial number is selected
under Run on Server(s) and any necessary credentials are entered.
• To avoid unwanted alarms related to the decommissioned servers in ACR, perform the
following command in psql:
delete from settings where settingkey='flags.clientids';

No migration
ACR infrastructure maintained for search and replay of legacy calls. Call details can be moved to
single replay server to minimize the legacy server footprint. See Version Breakdown.

Avaya V15.2 ACR to ACRA Migration Reference Guide 10

Performance Guidelines

Performance Guidelines
Before undertaking this migration, it is important that the size of the data and the performance of the
target systems are quantified so that a good estimate of total duration is made.
A series of tests were performed to measure the performance of the processes required to achieve
the migration. These tests were performed in laboratory conditions on a large set of generated calls
stored on both local call buffer and on archive (SMB file share). The test servers (a Central Replay
Server (CRS) and an ACR Master recorder) were running on standard hardware with Linux O/S, the
ACR software version was 15.1 FP2 patch acr-151fp2-0028.
The following figures are from that set of tests and must be treated as guidelines only. Individual
sites will vary considerably due to differing infrastructure, data sizes and data locations.
WFOLoad – Call List By Day (gz file) creation
The first phase of the WFOLoad procedure is the creation of the list of calls per day (gz file). This
procedure is relatively quick as it only queries the local database. This test was performed on the
CRS as recommended.
This test processed between 453 and 501 contacts per second (average 488) which equates to c.1.8
million contacts per hour.

GZ file Number of Contacts Contacts processed (per

second)
2018-12-21.wfo.gz 36310 464
2018-12-22.wfo.gz 305 453
2018-12-26.wfo.gz 119515 467
2018-12-27.wfo.gz 347727 477
2018-12-28.wfo.gz 403783 483
2018-12-29.wfo.gz 403807 491
2018-12-30.wfo.gz 402952 492
2018-12-31.wfo.gz 403749 491
2019-01-01.wfo.gz 403750 499
2019-01-02.wfo.gz 403799 499
2019-01-03.wfo.gz 403790 501
2019-01-04.wfo.gz 403773 501
2019-01-05.wfo.gz 403756 500
2019-01-06.wfo.gz 403030 500
2019-01-07.wfo.gz 175565 500

WFOLoad – Call Metadata Upload To WFO Contact Database

The second phase of the WFOLoad procedure is the processing of each gz file, the reading of each
call metadata (XML) file, and the upload of the metadata to the WFO Contact database. This
procedure is more time-consuming as it interrogates each XML file in turn. This is further affected by
the location of the XML file (either on call buffer or on archive). This test was performed on the ACR
Master recorder as recommended.
The test showed that processing from archive was around thirty times slower than processing from
call buffer.

Avaya V15.2 ACR to ACRA Migration Reference Guide 11

Performance Guidelines

Call Metadata (XML) files on local Call Buffer

This test processed between 61 and 70 contacts per second (average 68) which equates to
c.250,000 contacts per hour.

GZ file Number of Contacts Contacts processed

(per second)
2018-12-21.wfo.gz 36310 64
2018-12-22.wfo.gz 305 61
2018-12-26.wfo.gz 119515 70
2018-12-27.wfo.gz 347727 69
2018-12-28.wfo.gz 403783 70
2018-12-29.wfo.gz 403807 70
2018-12-30.wfo.gz 402952 68
2018-12-31.wfo.gz 403749 69
2019-01-02.wfo.gz 403799 68
2019-01-03.wfo.gz 403790 69
2019-01-05.wfo.gz 403756 69
2019-01-06.wfo.gz 403030 68
2019-01-07.wfo.gz 175565 62

Call Metadata (XML) files on Archive File Share (SMB)

This test processed between 2.0 and 2.8 contacts per second (on average 2.5) which equates to
c.9,000 contacts per hour.

GZ file Number of Contacts Contacts processed

(per second)
12-21.wfo.gz 36310 2.7
12-22.wfo.gz 305 2.4
12-26.wfo.gz 119515 2.6
12-27.wfo.gz 347727 2.6
12-28.wfo.gz 403783 2.2
12-29.wfo.gz 403807 2.0
12-30.wfo.gz 402952 2.3
12-31.wfo.gz 403749 2.7
01-02.wfo.gz 403799 2.6
01-03.wfo.gz 403790 2.6
01-05.wfo.gz 403756 2.3
01-06.wfo.gz 403030 2.0
01-07.wfo.gz 175565 2.8

WFO Archive of ACR calls

The final phase of the migration procedure is the retrieval and re-archive by WFO Archive of each
audio/screen file. This procedure is time-consuming as it retrieves each call media file in turn. This is
further affected by the location of the call media file (either on call buffer or on ACR archive).
Call Media files on local Call Buffer
Figures not yet available.
Call Media files on Archive File Share (SMB)
Figures not yet available.

Avaya V15.2 ACR to ACRA Migration Reference Guide 12

Documentation references

Documentation references
The following documents are referenced in the text

Document File name

WFO Installation Guide Avaya_WFO_V15_2_Installation_Guide.pdf
WFO Upgrade Guides (multiple Avaya_WFO_V15_1_to_V15_2_SBS_and_Reuse_Upgrade_Guide.pdf
guides available) Avaya_WFO_V15_1_to_V15_2_SBS_and_Reuse_Upgrade_DRG.pdf
Avaya_WFO_V15_1_to_V15_2_Inplace_Upgrade_Guide.pdf
Avaya_WFO_V15_1_to_V15_2_Inplace_Upgrade_DRG.pdf
Avaya_WFO_V12_to_V15_2_Migration_Guide.pdf
Avaya_WFO_V12_to_V15_2_Migration_DRG.pdf
Avaya_WFO_V12.0_to_V15.2_Migration_Checklist.xlsm
WFO Configuration Guide Avaya_WFO_V15_2_Enterprise_Manager_Configuration_and_
Administration_Guide.pdf
ACRA Configuration Guide Avaya_WFO_V15_2_ACRA_Recorder_Configuration_and_
Administration.pdf
WFO Archive Guide Avaya_WFO_V15_2_ACRA_Archive_Admin.pdf
ACR Planning Installation and acradmin.pdf
Administration (PIA) Guide
ACR Upgrade Guide acrupgrade.pdf
ACR Integration to WFO Guide acrwfoguide_en.pdf

Avaya V15.2 ACR to ACRA Migration Reference Guide 13

Appendix A: WFO Reload Utility

Appendix A: WFO Reload Utility

Overview
The WFO (MDL) reload utility is used to populate WFO Framework databases with recordings made
by the ACR. In supported configurations, use of WFO Reload will make legacy ACR recordings
available for search and replay using the WFO Interactions user interface.
The following diagram highlights the WFO reload process.

Prerequisites
The following conditions must be satisfied for the WFO reload process to work correctly:
• The ACR must be correctly configured in WFO EM (see ACR Integration to WFO Guide).
• The ACR and WFO must be able to communicate.
• The data source configured in the ACR must have a corresponding data source configured in
WFO. If an invalid WFO data source is configured the alarm "Datasource xxxxx not
configured in WFO" is raised.

Avaya V15.2 ACR to ACRA Migration Reference Guide 14

Appendix A: WFO Reload Utility

Usage
The objective is to identify and reload contacts in a specified time range.
1. The procedure is triggered by placing a job on the job queue via Postgres DB as eware
(either command line or pgAdmin). This should be performed on the server that contains the
master database of call metadata.
Note: In a complex topology including one or more replay servers where the call metadata is
NOT identical on each of those servers, the procedure will need to be run from each of those
servers so that all calls can be processed.
2. The job specifies a date/time range (internally this is processed in 1 day chunks with part
days possible at start and end of the range). The format is per the following example:
insert into jobqueue (jobtype, params, submitted) values ('MDL-RELOAD', '2015-09-05
08:00:00, 2015-09-15 13:14:35', now());
Note: The only item that needs changing in the example above is the date/time string; this
should be in the format 'YYYY-MM-DD HH:NN:SS, YYYY-MM-DD HH:NN:SS' and contains
the start date/time followed by a COMMA and a space and then then the end date/time.
Beware the habit of some applications of changing standard single quote into left or right-
handed single quote.
3. For topologies where this procedure is run on the CRS, copy the resulting “<call date>.wfo.gz”
files to the %INSTALLDIR%/wfo folder on whichever server is currently IN CONTROL
(master/standby). If wfo folder does not exist, create it manually. This is necessary because
the CRS does not have an MDL processing capability. If no CRS is in place, the files will be
created in the correct location.
Note: In a complex topology including one or more replay servers where the call metadata is
NOT identical on each of those servers, the files need to be copied onto each of the control
servers (master/standby) so that all calls can be processed. As the files are processed, they
will be deleted from the folder.
4. The overnight batch processes will pick up any files in that location and process them.
5. Once the overnight batch processes have completed, check for the presence of calls on the
WFO Interactions portal.
Note the limitation regarding organizational information listed in the Limitations section which
may require searching ‘outside visibility’ to see the calls. Also note the limitation regarding the
actual switch configuration in WFO.

Avaya V15.2 ACR to ACRA Migration Reference Guide 15

Appendix B: Disabling recording on legacy systems

Appendix B: Disabling recording on legacy

systems
During the migration process, it is essential to avoid recording contacts on both the newly configured
system and the legacy system. Depending on the size of the site and the migration plan, all or part of
the recording on the legacy system will need to be disabled before migration is started.
To disable recording:
1. Delete any recording targets and assigned ports configured in each of the Recording Modes
under the Operations tab (Bulk Recording, On Demand, Meeting, etc.)
2. Delete any CMAPI softphone resource ports (“Extensions assigned to recorder(s)”) from the
Data Source tabs under General Setup (In legacy ACR releases this tab is either
Communication Manager Interface or Contact Center Interface)
3. On the WFO system (if relevant), disable any recording rules that are associated to the ACR
and allow the configuration to be distributed – you can verify that no rules are associated to a
given ACR by viewing the file ../ema/Conf/Cache/BusinessRules.xml.
Replay is still available once this process has been completed.

Avaya V15.2 ACR to ACRA Migration Reference Guide 16

Appendix C: Decommission a legacy ACR system

Appendix C: Decommission a legacy ACR

system
Sites that are retaining a replay server for replay purposes can remove the physical ACR recorders
(except the replay server) but MUST retain the ACR recorder information in the EM organization
treeview.
For sites that are moving across to WFO/ACRA only, the ACR infrastructure can be decommissioned
once the migration process is complete.
The following checks are recommended before the system is decommissioned:
1. Verify that all legacy calls have been archived via the WFO archive mechanism.
2. Verify that all relevant recording resources have been switched to ACRA and are functioning
correctly.
3. Test that archived legacy recordings are playable from the archive by:
a. Stop and disable the ACR services on each of the ACR servers (including the CRS if the
‘WFO Archive’ strategy is being followed)
b. Search for the calls in WFO Interactions. Note the limitation around organizational
information listed in the Limitations section which may require searching ‘outside visibility’
to see the calls.
c. Replay selected calls.
d. Investigate any failed replays before proceeding further.
To decommission the ACR infrastructure:
1. Open Enterprise Manager on the WFO application server, and navigate to System
Management -> Settings
2. In the treeview on the left (which shows the organizational hierarchy), select each ACR server
in turn and select the Delete button.
Important Note: for sites that are retaining a replay server for replay purposes, the replay
server and ACR recorder entries MUST NOT be deleted from the treeview.
The servers that comprised the ACR infrastructure can now be re-purposed.

Avaya V15.2 ACR to ACRA Migration Reference Guide 17

Appendix D: Migration matrix

Appendix D: Migration matrix

Migration support matrix with existing system version (along the top) and current topology (down the
side).

Pre-12.0 12.0 12.1 15.1 FP1 15.1 FP2 15.2

ACR Retain existing Retain existing Follow Follow Follow Follow
topology ACR ACR either either either either
(without infrastructure for infrastructure for migration migration migration migration
CRS) replay1. replay1. strategy.2 strategy.2 strategy.2 strategy.2

ACR Retain existing Retain existing Follow Follow Follow Follow

topology ACR ACR either either either either
(with CRS) infrastructure for infrastructure for migration migration migration migration
replay. replay. strategy.2 strategy.2 strategy.2 strategy.2

ACR Retain existing Follow either Follow Follow Follow Follow

topology ACR migration either either either either
(without infrastructure for strategy. migration migration migration migration
CRS) + replay3. strategy. strategy. strategy. strategy.
WFO

ACR Retain existing Follow either Follow Follow Follow Follow

topology ACR migration either either either either
(with CRS) infrastructure for strategy. migration migration migration migration
+ WFO replay3. strategy. strategy. strategy. strategy.

1. Optionally replace with a single CRS containing all of the archived calls metadata to minimize ACR
server footprint.
2. Upload to WFO is only supported if the system was a new install at 15.x version i.e. not upgrade or
migrated from an earlier version.
3. Options may exist to migrate WFO information and call details onto a later version; consult with
Professional Services.

Table legend:
• Green: Validated
• Light Green: Low risk
• Orange: Planned
• Red: Direct migration not supported

Avaya V15.2 ACR to ACRA Migration Reference Guide 18

Appendix E: Example flow of the gradual migration of a complex topology where a Replay Server is
being retained

Appendix E: Example flow of the gradual

migration of a complex topology where a
Replay Server is being retained
The following process demonstrates how a complex topology site might be gradually migrated to 15.2
WFO/ACRA whilst retaining an ACR replay server for legacy call replay.
The example is for a typical R12.x site with WFO Framework, and a combination of master, standby
and slave ACRs. If multiple independent masters are installed, simply retain one replay server for
each master/standby/slave combination.

Migration Window 1
The process in this migration window will migrate the data center to latest versions and move active
recording to ACRA.
1. Upgrade/migrate existing R12.x WFO system to 15.2 (see WFO Upgrade Guides).
2. Install ACRA recorders (see WFO Installation Guide) and move all recording capacity to them
(see ACRA Configuration Guide).
3. Disable active recording from ACR infrastructure (see Appendix B: Disabling recording on
legacy systems).
4. All existing R12.x ACR infrastructure remains unchanged; replay of legacy calls should
operate the same as pre-migration.

Migration Window 2
The process in this migration window will consolidate the ACR infrastructure down to a single replay
server per master/standby/slave group.
1. Ensure that all ACR calls have been archived.
If that is not possible, there is an option to copy any remaining unarchived call buffers from
the host server(s) to the designated replay server(s); this is not recommended as it does
increase the complexity of the system.
2. Power down all the ACR infrastructure apart from the replay server(s).
3. Set the property replay.preferorigrecorder=false on the replay server(s).
4. Perform the following command in psql:
delete from settings where settingkey='flags.clientids';
5. Restart the ACR service.
6. Test that calls from each of the original recorders can be replayed via the replay server(s).

Migration Window 3
The process in this migration window will migrate the replay server(s) to the latest version of software.
1. Power down the replay server(s).
2. Migrate existing replay server(s) (CRS or Master) to V15.2 including latest updates (see ACR
Upgrade Guide).
Note: if required, the operating system can be changed from Linux to Windows at this point.
3. Ensure that the Service Archive Requests Locally configuration setting on the replay server(s)
is set to Yes (this will already be set if the R12.x system had the property
replay.preferorigrecorder=false)
4. Test that calls from each of the original recorders can still be replayed via the replay server(s).

Avaya V15.2 ACR to ACRA Migration Reference Guide 19

Appendix E: Example flow of the gradual migration of a complex topology where a Replay Server is
being retained

5. Decommission the ACR recording infrastructure excluding the replay server(s) (see Appendix
C).
Note: if time allows, the migration windows can be combined.

Avaya V15.2 ACR to ACRA Migration Reference Guide 20