Upgrade, rollback, or uninstall the Tenant Service

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Learn how to upgrade, rollback or uninstall the Tenant Service.

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Upgrade the Tenant Service

This page describes supported upgrade and migration paths for Voice Tenant Service.

Tenant Service uses a rolling upgrade process. When multiple Tenant nodes are deployed, you can perform an upgrade to your existing deployment without causing a complete service outage. Tenant instances are rolled over, one by one, affecting only a portion of your agents each time.

Upgrading the master Tenant instance (node "0", which is responsible for write access to the provisioning data) causes a temporary degradation of functionality with no write access until instance "0" is restored.

Single region/location/cluster

Genesys recommends performing a backup of the backend database for Tenant Service before upgrading.

To perform an upgrade, follow the deployment process – use the same helm upgrade command and the same mandatory parameters. Remember to update the Tenant image(s) and Helm charts version tags in the values.yaml file. The upgrade is performed automatically, one node at a time (if node count is > 1). When you upgrade the primary node, the Tenant configuration updates automatically.

For information about the deployment process, see Deployment scenarios and Deploy the service.

Multiple regions/locations/clusters

Genesys recommends performing a backup of the backend database for Tenant Service before you upgrade the master region.

To perform an upgrade, follow the deployment process – use the same helm upgrade command and the same mandatory parameters. Remember to update the Tenant image(s) and Helm charts version tags in the values.yaml file for every location. When you upgrade the master node in the master region, the Tenant configuration updates automatically.

For information about the deployment process, see Deployment scenarios and Deploy the service.

Backend upgrade

When you perform an upgrade to Tenant Service, Tenant Service provisioning is done automatically, as part of the helm upgrade step. There is no need to make any provisioning changes, unless noted in Release Notes for a particular version.

If you must perform an upgrade or maintenance to the database management system (DBMS) that Tenant Service uses to store its provisioning data, then the DBMS upgrade or maintenance can be performed in place, separate from Tenant Service. Perform the DBMS upgrade according to the vendor's instructions, making sure that:

  • Tenant Service is disconnected from the backend during maintenance, and
  • you specify the same parameters that were provisioned during the Tenant Service upgrade in order for Tenant Service to access the updated database.

Be aware that the Tenant Service is in a degraded state (no write access to provisioning) during the database upgrade.

If the database upgrade involves moving to a new DBMS instance with new parameters, then you trigger this as part of the Tenant Service upgrade. Both the new database and the new values for the database parameters (specified in the values.yaml file used for the helm upgrade step) must be ready and available before you trigger the Tenant Service upgrade.

If you're performing an upgrade or maintenance to the Redis backend that is shared with the core Voice platform, and you require a change to the Redis connection parameters, first scale Tenant Service down to a single instance (setting the replicaCount parameter in the values.yaml file), then perform the Redis backend maintenance or upgrade, and finally, trigger a restart of the Tenant Service. After that's complete, you can scale up Tenant Service again.

Rollback the Tenant Service

To roll back the Tenant Service to a previous version, use the helm rollback command. For more information, see the Helm documentation.

Uninstall the Tenant Service

To uninstall the Tenant Service, use the helm uninstall command. For more information, see the Helm documentation.