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.

Before upgrading your installation to the latest version of Connect, perform the following task:

Maintain your Salesforce Recycle Bin

If your Salesforce Recycle Bin contains a large amount of data, then it may prevent dynamic Dial List from being automatically upgraded and can also prevent Connect from functioning correctly.

Please therefore check the size of your Salesforce Recycle Bin and empty it if it has a large amount of data. Note that it can take Salesforce up to 24 hours to empty the recycle bin.

If you have had any customization 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 customization.

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 customization 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.

If you are using a version of Connect earlier than 3.0.0, go to I use a version of Connect earlier than 3.0.0; otherwise go to I am using a version of Connect earlier than 16.118.1.

If you are upgrading from a version of Connect earlier than 3.0.0, you must 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.

Go to I am using a version of Connect earlier than 16.118.1.

If you are using a version of Connect earlier than 16.118.1, you must upgrade to version 16.118.1 of Connect.

After upgrading your installation to version 16.118.1 of Connect, perform the following tasks:

Check that Dial Lists were successfully upgraded

During the upgrade to Connect, 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. Call records created before the upgrade are replaced with Pending, Active and Processed Dial Entries as appropriate.
• Existing dynamic lists are changed. The Prevent Refresh check box is cleared and any calls that were not started, skipped or completed are removed. Any calls that were started are replaced with Active Dial Entries and completed or skipped calls are replaced with Processed Dial Entries.

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.

Go to I am using a version of Connect from 16.118.1 to 17.126.

If you are using a version of Connect from 16.118.1 to 17.126, upgrade to the latest version of Connect. After upgrading, to enable Dial Lists of Campaign Member type, add Campaign Member as a Dial List type. For information about adding Dial List types, see Configuring available Dial List types.

If you are using a version of Connect from 17.126 to 18.222, upgrade to 18.223.

After upgrading to version 18.223, you must perform the following tasks:

Check that data migration jobs have completed

Upgrading to version 18.223 of Connect triggers two batch jobs that migrate Connect data from old fields to new fields. Locate these jobs—represented by Apex classes DialListAgentLookupMigration and DialListAssignedAgentsMigration—in the Apex Jobs section of Salesforce Setup. Check that the statuses of these jobs are both Completed.

When the jobs have completed, execute the following SOQL queries in the developer console and ensure that both return no results:

SELECT Id FROM NVMConnect__DialListAgent__c WHERE NVMConnect__DialListLookup__c = null

SELECT Id FROM NVMConnect__DialList__c WHERE NVMConnect__AssignedAgents__c = null

You must now upgrade to the latest version of Connect.

After upgrading to the latest version, you must perform the following tasks:

Remove old fields

Upgrading to 18.223 migrates data from old fields to new fields to enhance the performance and stability of Connect. You must delete and erase the old fields to benefit from these enhancements. To delete and erase the fields, using Salesforce Classic, perform the following steps:

1. Go to Objects (in Salesforce Classic) in Setup in Salesforce.
2. In the list of objects, click Dial List. Dial List appears.

3. In Custom Fields & Relationships, delete the following fields.

   Not all fields may exist in your org, or you may not be able to delete them. If the field does not exist, or you cannot delete it, skip to the next field in the list.

   Field to delete	API Name
   Assigned Agents (Deprecated)	NVMConnect__Assigned_Agents__c
   Calls Outstanding	NVMConnect__Calls_Outstanding__c
   Completed Calls	NVMConnect__Completed_Calls__c
   List Entries	NVMConnect__List_Entries__c
   Skipped Calls	NVMConnect__Skipped_Calls__c

4. Go to the end of the fields list and click Deleted Fields. Alongside all the fields you deleted in step 3, click Erase.

   You must perform this step and Erase all the fields that you deleted. Failure to do this may result in record locking issues when using the Connect.

5. Repeat steps for the Dial List (Deprecated) (NVMConnect__DialList__c) field in the Dial List Agent object.

   You must perform step 5 to Delete and Erase this field on the Dial List Agent object. Failure to do this may result in record locking issues when using the Connect.

Adjust height of Connect console component (optional)

If you are using Connect in the Classic console, update the height of the console component to 185 pixels. For information about changing the height of the component, see Adding Connect to a console app in Salesforce Classic.

If you are already using Connect 18.246 or a later version, you can install the latest version of Connect.