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Upgrade Remote Collection/Cloud Connect

Getting Started #

This document provides the instructions for upgrading your installation of the ISI Remote Collect/Cloud Connect software. Before you begin, please ensure you have the following:

  1. Administrator access to the server running the software
  2. Credentials to login to https://app.isianalytics.com
  3. The “Connector Admin” role assigned to your user.

Determine if Auto Update is Enabled #

If you have setup your software to automatically update, no manual intervention will be needed.  To determine if Auto Update is enabled:

  1. Login to the server running the Remote Collect/Cloud Connect software with Administrator credentials.
  2. Run Powershell as an Administrator
  3. Issue the following command:

(Get-ItemProperty -Path "HKLM:\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\ISI, Inc.\Infortel" -ErrorAction Stop).RCAutoUpdateOn

If the command returns TRUE, no further action is needed.  If the command returns FALSE, continue below.

Check the Current Version of Software #

  1. Open the Start Menu and launch Run

  2. Input appwiz.cpl and click OK. This will launch Programs and Features in the Control Panel.

  3. If you see a program called “ISI Cloud Connect” installed, you may continue to the next step; Create a Cloud Connect Server.
  4. If you see a program called “Infortel Select Remote Collection,” Click on the name, check the version number.

    1. If the release shown is prior to version 10.2.15229 stop here and contact support.
    2. If the release shown is version 10.2.15229 or later, you may continue to the next step; Create a Cloud Connect Server

Create a Cloud Connect Server #

  1. If you have previously created a Cloud Connect Server, skip this step and go to Download and Install Cloud Connect Software below.
  2. Login to: https://app.isianalytics.com/
  3. Once logged in, navigate to the Connectors page, then click Cloud Connect Servers.
  4. Next, click
  5. Enter a name to identify the Cloud Connect Server. Optionally, enter contact information for the server and any other helpful information in the comments section.  When complete, click Save.
  6. The newly created Cloud Connect Server will appear in the list and show as “Offline”.

Download and Install Cloud Connect Software #

  1. If you do not already have the Cloud Connect software, click the and copy the installer to the Windows Server running the software that will be upgraded.
  2. Right Click the installer and select Run as administrator
  3. The system will ask you if you want to upgrade your installation of Remote Collection or Cloud Connect.  Click Yes to continue.
  4. If dependencies are required, the installer will install these automatically.  Click Install to continue.
  5. The system indicates that it is ready to install the Cloud Connect software.  Click Next to continue
  6. If programs are currently running, you will be given the option to stop them.  Choose Automatically close and attempt to restart applications and click OK.
  7. The Cloud Connect software will then be installed.
  8. Once the software is installed, you will be asked if you want to automatically update the software moving forward.   It is strongly recommended that you enable this feature to ensure that your system stays up to date with the latest options and security patches.  Click Next.
  9. The system will indicate that the installation is complete. Click Finish.

Register Cloud Connect #

  1. If you have not previously registered your Cloud Connect software, you will need to register it.  Registration connects the Cloud Connect server to the ISI Cloud.
  2. Right click the ISI icon in the System Tray
  3. Choose Register Cloud Connect
  4. A browser will launch, directing you to login to ISI Analytics. After logging in, you will be presented with a list of Cloud Connect Servers. Select the name of the Cloud Connect Server you created above.
  5. Your Cloud Connect Server is now registered and can be setup using the configuration pages.
  6. Cloud Connect is now Online and the status can be seen under the Cloud Connect Servers list.

After You Upgrade #

It is important that you contact ISI to let us know that you have upgraded your software! We will need to complete some tasks on our end to ensure that data continues to flow. Go to https://isianalytics.com/support/ and create a support request. Fill out your contact details.  In the “Description of Support Request” indicate that you have upgraded to the latest version of Cloud Connect. If you do not complete this step, your software may not function properly!

Frequently Asked Questions #

What if I don’t know if I’m using Remote Collection or Cloud Connect? #

Contact the ISI Support Team at https://isianalytics.com/support/ for assistance.

What is Cloud Connect? #

Cloud Connect is an application created by ISI that interfaces with a system on the customer’s premise. It securely collects and transmits data to the ISI cloud. Common use cases include UCM Directory Imports, CDR Delivery, Avaya Aura CDR Collection, and Native Call Queuing for UCM.

What is Remote Collection? #

Remote Collection is the legacy version of Cloud Connect. While it offers many of the same services, it requires local configuration. In contrast, Cloud Connect provides centralized management and configuration through app.isianalytics.com.

What new features exist in Cloud Connect Version 12? #

Version 12 includes performance improvements, enhanced security, and cloud-based management via the ISI web application.

Can I upgrade on my own? #

If you are running Remote Collection 10.2.15229 or higher, or Cloud Connect, yes, you can. If you are running a version of Remote Collection older than 10.2.15229, please contact support. Refer to the section Check the Current Version of Software, for more details.

What are the benefits of Auto Update? #

Auto-update ensures you receive the latest security patches and software features automatically. Some new cloud features may depend on the version of Cloud Connect you’re using. Staying current ensures full compatibility.

How do I know if I’m currently using Remote Collection or Cloud Connect Version 11? #

Check your installed software version in Add/Remove Programs on your server.

What happens if I don’t upgrade before the End of Support date? #

Your software may continue to function, but future changes in the ISI cloud environment may break compatibility. If you request support after August 31, 2025, you will be required to upgrade before assistance is provided.

What if I need help during the upgrade process? #