2019-BSG-ART-03

ACTIVITY REPORT
ISM
19994
SR#:

CLIENT INFORMATION
Client Name: Sun Life Financial
Site Address: 7F Sunlife Center, 5th Avenue cor. Rizal Drive, Bonifacio Global City, Taguig City 1634
Contact Person: Jesus Victor Cruz Jr
Contact Number: Email Address: JesusVictor.CruzJr@sunlife.com
Reference SAR No.:

PURPOSE
Project Implementation/HAT/ Site
Survey Preventive Maintenance System Health Check

Moves, Adds & Changes Equipment Inventory ON CALL

ENGINEER INFORMATION
Name: Rhona Mae Manongsong
Division/Department: CXBSG Customer Care TASK ID#: 92207
Activity Start Date: January 08, 2021 Activity Start Time: 01:00 PM
Activity End Date: February 08, 2021 Activity End Time: 04:17 PM

EQUIPMENT DETAILS
Part/Material Code/Dongle/ System ID Serial Number Remarks

CASE STATUS
(Kindly provide EXPLANATION on the Case Status Selected in the Remarks Field below. Such explanation should answer WHY or HOW such case status was
selected)

Case Code Code Description Remarks

CLO Closed For case closure
RES Resolved Patch installation was successfully done.
WIP Work In Progress

PWC Pending with Client

PAR Pending With Parts

PRI Pending With Principal

PWR Pending With Requester

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 2019-BSG-ART-03

DESCRIPTION OF ACTIVITY

CRITICAL VITS - Target Missed | WebLogic on Verint Servers| CASE 19994

ACTION TAKEN
 Upload Installers on Verint servers.
 Capture existing Enterprise Manager configuration / System Backup.
 Backup of recorder configuration and repeat for the Secondary Recorder Server.
 Conduct SQL Database Backup. Backup the databases according to its required sequence to maintain
data consistencies.
 Start of patch installation. Installation and reboot based on the following sequence:
First Patch Installation: (January 09, 2021)
1. Data Center Server
a. HFR7 Installation
b. WFO15.2FP0_0710
c. Security Third-Party Update Kit 10
2. Secondary Recorder Server
a. Workflow2 Patch Installation
b. HFR7 Installation
c. Security Third-Party Update Kit 10
3. Primary Recorder Server
a. Workflow2 Patch Installation
b. HFR7 Installation
c. Security Third-Party Update Kit 10
Second Patch Installation: (February 06, 2021)
1. Data Center Server
a. Mandatory KBs
b. Published KBs
c. Security Third-Party Update Kit 12
2. Secondary Recorder Server
a. Mandatory KBs
b. Published KBs
c. WFO15.2FP0_0710
d. Security Third-Party Update Kit 12
3. Primary Recorder Server
a. Mandatory KBs
b. Published KBs
c. WFO15.2FP0_0710
d. Security Third-Party Update Kit 12
 Post-installation and testing. Verify all services are up and running for each server.
 Perform test calls and verify calls are recorded and able to be played back. Verify call details (CTI) are
available.
 Verify new KBs are installed on System Management >> Enterprise >> Version tab, or from Control
Panel >> Programs list for each Verint servers.

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 Monitor the status of recording and verified that there was no issue after patch installation.
FINDINGS
 Installed KBs.
For DC Server:
First Patch Installation: (January 09, 2021)

Second Patch Installation: (February 06, 2021)

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For Secondary Recorder:

First Patch Installation: (January 09, 2021)

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Second Patch Installation: (February 06, 2021)

For Primary Server:

First Patch Installation: (January 09, 2021)

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Second Patch Installation: (February 06, 2021)

 After test call, verified that calls recorded.

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 2019-BSG-ART-03

 Verified that recordings can be search and playable.

 Verified that recorded contact volume was okay.

RECOMMENDATIONS
N/A

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