Upgrading to latest version of Connect

If you are installing Connect for the first time, you do not need to perform any extra tasks. You can proceed with installing Connect and configuring your installation. For information about installing and configuring Connect, see Installing the latest version of Connect and Configuring Connect.

If you are already using Connect 16.101 or a later version, you do not need to perform any extra tasks. You can proceed with installing Connect and configuring your installation. For information about installing and configuring Connect, see Installing the latest version of Connect and Configuring Connect.

If you have had any customisation or development work done in your org, such as Salesforce processes, process steps or Apex code, then you must ensure that the upgrade will not affect or break these customisations.

What should I do?

Consult your Salesforce administrator, integration partner or developer and check that they have read through the upgrade documentation and have understood that you will be removing some processes and scheduled jobs from your org.

You will be removing any Salesforce processes used to automatically refresh dial lists. For information about Salesforce processes, see Salesforce help. If you have steps in those processes that do work other than refreshing the dial lists, then you must leave those steps in place.

If you had any Apex code or other customisations that use the Connect package, then you must check that these still work after upgrading.

Make sure to apply best practices such as testing thoroughly in a full copy sandbox org before changing your production environment.

When you have made sure that you are safe to install, follow the instructions in any other section or sections that apply to your current installation and configuration.

If you refresh dial lists either automatically or on a schedule, and you are using a version of Connect from 2.1.0 to 16.101, you must perform the following tasks.

Now you must follow the instructions in the section or sections that apply to your current installation and configuration.

If you are upgrading from a version of Connect earlier than 3.0.0, you can proceed with installing Connect. You must then perform the following task.

What should I do?

You must manually delete a lookup value which is no longer required. Perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
   
2. On the left-hand side of the Salesforce window, in the Build section, expand Create.

3. In the expanded list of items, click Objects. Custom Objects appears.

4. Click Dial List. The Dial List object appears.
5. In the Custom Fields & Relationships section, click Type. The custom field Type appears.
6. In the Picklist Value Set section, if Dial_Entry__c appears, click Del alongside to delete this value.

You can now proceed to Tasks for all upgrades.

If you are using a version of Connect from 3.0.0 but lower than 3.2.8, you can proceed with installing Connect. You must then perform the following task.

What should I do?

• Remove the Next Action (Next_Action__c) field from the Dial Entry (Dial_Entry__c) object.

  The Next_Action__c field on the Dial Entry object is deprecated. After upgrading Connect to version 3.2.8 or higher Connect no longer populates the Next_Action__c field. This field has been replaced by Next_Action__c on the Activity object. You should update any reports or processes that use the Dial Entry object's Next_Action__c field to use the new Activity object's Next_Action__c field.

• Add the Dial Entry (DialEntry__c) field to the Activity object.

  The Activity object now contains a new custom field that is a lookup to a Dial Entry. When Connect writes a call task at the end of a call, this lookup provides a link to the Dial Entry object that the call was for.

You can now proceed to Tasks for all upgrades.

If you are using a version of Connect from 3.2.8 but lower than 16.101, you can proceed with installing Connect.

You can now proceed to Tasks for all upgrades.

After upgrading your installation to Connect 16.101, perform the following tasks:

Check that Dial Lists were successfully upgraded

During the upgrade to Connect 16.101, existing dynamic dial lists are converted to use the new dynamic dial list functionality. To check that Dial Lists were upgraded successfully, check that the following conditions are true:

• Existing static lists created from report, list view or CSV upload are unchanged. The Prevent Refresh check box is selected and Dial Entries created before the upgrade remain.
• Existing dynamic lists are changed. The Prevent Refresh check box is cleared and any Dial Entries that were not started, skipped or completed are removed. New Dial Entries are created for these lists as your agents work with Connect.

Remove the refresh list button

The Refresh List button is no longer required. For information about removing the button, see Removing the dial list refresh button.

You can now proceed with configuring your installation. For information about configuring Connect, see Configuring Connect.