CUSTOMER EXPERIENCE BUSINESS SOLUTIONS GROUP

Sun Life Centre 5th Ave cor. Rizal Drive (at Rizal Dr), 1634 Taguig City Philippines

Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

<Version 1>

DOCUMENT CONTROL

PROJECT INFORMATION
Client Name: Sunlife
Trends & Technologies, Inc.
20th Floor Trafalgar Plaza
105 H.V. Dela Costa Street, Salcedo Village
Makati City 1227 Philippines

Phone: +63 2 811 8181 Fax: +63 2 814 0130

www.trends.com.ph
 Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

Project Title: Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

DEVELOPMENT & QUALITY CONTROL

Name Remarks
Prepared by: Dhexter Villa
Reviewed by: Maria Caridad Jaucian-Calilao

VERSION CONTROL
Version # Revised By Date Released Pages Affected Remarks / Changes Made
1.0 Dhexter Villa August 11 2021 All Initial Release

DISTRIBUTION LIST
Name Designation Company
Jonnel T. Ponesto Customer Care Technology Manager Trends
Jasmin Marie P. Sayo CxBSG Head Trends
Kristine Lomadilla Services Account Manager Trends
Maria Caridad Jaucian-
Technical Specialist Trends
Calilao

DOCUMENT APPROVAL
Name Role/Designation Signature Date

TABLE OF CONTENTS
DOCUMENT CONTROL........................................................................................................................................................ 1
PROJECT INFORMATION.............................................................................................................................................2

2
 Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

DEVELOPMENT & QUALITY CONTROL...................................................................................................................2

VERSION CONTROL..................................................................................................................................................... 2
DISTRIBUTION LIST..................................................................................................................................................... 2
DOCUMENT APPROVAL..............................................................................................................................................2
TABLE OF CONTENTS.......................................................................................................................................................... 2
1 OVERVIEW..................................................................................................................................................................... 4
1.1 OBJECTIVE............................................................................................................................................................. 4
1.2 ACTIVITY DESCRIPTION.....................................................................................................................................4
1.3 SERVICE IMPACT..................................................................................................................................................4
2 TASKS AND PROCEDURES..........................................................................................................................................4
3 CONTINGENCY PLAN AND BACK-OFF PLAN.........................................................................................................5

3
 Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

1. OVERVIEW

1.1.OBJECTIVE
 This Methods of Procedure (MOP) is furnished to serve as reference for
the Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

1.2.ACTIVITY DESCRIPTION
- Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

1.3.SERVICE IMPACT
 Data Center Server → during transfer, Verint Portal will not be accessible.

1.4.NETWORK ELEMENTS
• Data Center Server

1.5.PREREQUISITES
• VM Snapshot for the Data Center Server

2. TASK AND PROCEDURES

Item Activity Procedures Duration Impact Remarks

No.
c/o Sun Life.
1 VM Snapshot Recommended
1. Snapshot VM of Data Center Server.
for the Data 1 hour No Impact to be done at
Center Server least before the
day of activity.
1. shutdown VM (DB/App server only)
2. remove inventory from VCenter 5.5.
3. login Vcenter 6.5
4. browse datastore where verint is
VM Transfer of located. DC Server Down
Not provided
2 Data Center 5. register VM with the same specs and – WFO portal will c/of Sun Life.
by Sun Life
Server mac not be accessible.
6. assign virtual network adapter
7. power on VM
8. ping server

1. Conduct Post Server Checking.

2. Access WFO portal.
Post Server 3. Check Recordings if searchable at
3 1 hour No Impact
Checking. interaction.
4. Download and play recordings at
interaction.

Activity Summary:
Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

Downtime:
1. Data Center Server → depends on the completion of transfer activityWFO Application Portal will not be available.

4
 Transfer of Verint Data Center Server from EXSI 5.5 to 6.5

3. CONTINGENCY PLAN AND BACK-OFF PLAN

 If any issues are encountered below will be executed.

Item Activity Procedures Duration Impact Remarks

No.
Initial
troubleshooting by
Trends Team. If
Possibility of
Estimated not resolved will
1 Troubleshooting Checking of possible errors. Verint Portal will
8-10 hours. raise and ask
not accessible.
assistance to
Verint Principal.

Verint Portal will

not be available. If cannot be
restored. Server
Load Verint VM Snapshot on
Recording and roll back will be
2 Server Rollback the same exsi version. -
retrieval of done c/o Sun Life
recorded media Team.
will not be
available.

1. Verified Recorder Server is

accessible.
3 Testing 2. Perform test calls and verified 30 minutes No Impact
calls are recorded and able to
be played back.