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Upgrading from Cisco Unity Voice Messaging Release 3.0(1) or Release 3.1(2x) to Release 3.1(3) on the Cisco ICS 7750

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Upgrading from Cisco Unity Voice Messaging Release 3.0(1) or Release 3.1(2x) to Release 3.1(3) on the Cisco ICS 7750

Table Of Contents

Upgrading from Cisco Unity Voice Messaging Release 3.0(1) or Release 3.1(2x) to Release 3.1(3) on the Cisco ICS 7750

Contents

Introduction

Upgrading from Cisco Unity Voice Messaging 3.0(1)

Upgrading from Cisco Unity Voice Messaging 3.1(2x)

Before You Begin Upgrading Cisco Unity Voice Messaging

Software Components for the Upgrade Process

Backing Up the Cisco Unity Voice Messaging System

Upgrading from Cisco Unity Voice Messaging Release 3.0(1) to Release 3.1(3)

Installing the Microsoft Windows 2000 NIMDA Hotfix

Upgrading MSDE 2000 to Service Pack 1

Installing the SQL Server 2000 Hotfix for Service Pack 1

Installing Microsoft Internet Explorer 5.5 Service Pack 2

Installing Microsoft XML Parser

Upgrading Cisco Unity to Release 3.1(3)

Disabling McAfee NetShield Services

Running the Cisco Unity Setup Program

Upgrading the Cisco Unity-CallManager TAPI Service Provider (CM TSP) to Release 6.0(1)

Removing the AV-Cisco TSP Program

Installing the Cisco Unity-CM TSP, Release 6.0(1)

Testing the Cisco Unity Configuration and Connections

Enabling McAfee NetShield Services

Troubleshooting the Cisco Unity Configuration

Upgrading from Cisco Unity Voice Messaging Release 3.1(2x) to Release 3.1(3)

Preparing for the Upgrade

Upgrading the Cisco Unity Software

Upgrading the Cisco Unity-CM TSP to Release 6.0(1)

Removing the Cisco Unity-CM-TSP 3.1(2x)

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Upgrading from Cisco Unity Voice Messaging Release 3.0(1) or Release 3.1(2x) to Release 3.1(3) on the Cisco ICS 7750


Use this document to prepare for and perform the upgrade of Cisco Unity Voice Messaging Release 3.0(1) or Release 3.1(2x) to Release 3.1(3). These instructions are for upgrading Cisco Unity on the Cisco ICS 7750 system. The following Unity publications provide more information about Cisco Unity Voice Messaging:

Cisco Unity System Administration Guide, Release 3.1.(3)

Cisco Unity Troubleshooting Guide, Release 3.1(3)

Networking in Cisco Unity, Release 3.1(3)

You can locate these publications at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/index.htm

For a list of new features, corrected bugs, and enhancements in Cisco Unity Voice Messaging, refer to the Release Notes for Cisco Unity Release 3.1(3). You can view this document at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/rel_note/index.htm

Contents

This document contains these topics:

Introduction

Before You Begin Upgrading Cisco Unity Voice Messaging

Upgrading from Cisco Unity Voice Messaging Release 3.0(1) to Release 3.1(3)

Upgrading from Cisco Unity Voice Messaging Release 3.1(2x) to Release 3.1(3)

Obtaining Documentation

Obtaining Technical Assistance

Introduction

This document provides upgrade information for these two Cisco Unity releases:

Cisco Unity Voice Messaging 3.0(1)

Cisco Unity Voice Messaging 3.1(2x)

Use the appropriate upgrade procedure for your current Cisco Unity release.

Upgrading from Cisco Unity Voice Messaging 3.0(1)

For Cisco Unity Voice Messaging 3.0(1) installations on the Cisco ICS 7750, upgrade directly to Cisco Unity Voice Messaging Release 3.1(3) to take advantage of several improvements to the application.


Note Do not upgrade to Cisco Unity Release 3.0(3) before you upgrade to Cisco Unity Voice Messaging, Release 3.1(3).


This upgrade process involves modifying several applications on the Cisco Unity system processing engine (SPE). You must install hot fixes for Windows 2000 and a service pack for Microsoft Data Engine (MSDE). For proper functioning, Cisco Unity Release 3.1(3) requires Microsoft Internet Explorer, version 5.5, and Microsoft XML Parser.

To obtain the software for Cisco Unity Voice Messaging Release 3.1(3), you must order the upgrade package. The Cisco Unity Voice Messaging 3.1(3) upgrade product includes the following CD-ROM discs:

Cisco Unity Application and ENU Localization, Version 3.1, Disc 1

Cisco Unity Localizations, Version 3.1, Discs 2 through 6

Cisco Unity Device Drivers, Version 3.1, Disc 7

Cisco Unity Service Packs

Cisco Unity Data Store 2000 (Microsoft SQL Server)

Cisco Unity Message Store (Microsoft Exchange 2000)

Cisco Unity Remote Maintenance (PCAnywhere, Host Only)

Microsoft Internet Explorer Version 5.5

The upgrade product includes this documentation:

Documentation Locator for Cisco Unity Voice Messaging Release 3.1(3) for the Cisco ICS 7750

Release Notes for Cisco Unity Voice Messaging Release 3.1(3) for the Cisco ICS 7750

If you have installed and configured Audio Messaging Interchange Specification (AMIS) with Cisco Unity Voice Messaging 3.0(1), you must remove the AMIS configuration completely and reconfigure it after you upgrade to Release 3.1(3). For information about removing and reinstalling AMIS, refer to the Release Notes for Cisco Unity Release 3.1(3).

Figure 1 provides an overview of the major tasks involved in the upgrade. You can use this flowchart as a guide for upgrading your system. For the upgrade procedure, see the "Upgrading from Cisco Unity Voice Messaging Release 3.0(1) to Release 3.1(3)" section.

Figure 1 Process for Upgrading Cisco Unity Voice Messaging 3.0(1) to Release 3.1(3)

Upgrading from Cisco Unity Voice Messaging 3.1(2x)

Figure 2 shows the major tasks involved in upgrading Cisco Unity Voice Messaging 3.1(2x) systems. If you did not install the Windows 2000 hotfix (NIMDA patch) when you upgraded to release 3.1(2x), you must install it now. For the upgrade procedures, see the "Upgrading from Cisco Unity Voice Messaging Release 3.1(2x) to Release 3.1(3)" section.

Figure 2 Process for Upgrading Cisco Unity Voice Messaging 3.1(2x) to Release 3.1(3)

Before You Begin Upgrading Cisco Unity Voice Messaging

To prepare the voice-messaging system for the upgrade, you must complete these tasks:

Back up the Cisco Unity Voice Messaging system and voice-messaging store.

Connect a keyboard, mouse, and monitor to the SPE running Cisco Unity.

Connect the CD-ROM drive to the USB port on the SPE running Cisco Unity.

Disable all antivirus services before you begin the upgrade. The upgrade can fail if antivirus services are running.

Save some voice messages in your voice mailbox. After each upgrade procedure, you can access your voice mailbox and listen to your messages to check whether the upgrade process is working successfully.

Software Components for the Upgrade Process

The upgrade process requires updating and installing several software components. The following Cisco Unity discs contain the required software components to upgrade to Cisco Unity Voice Messaging 3.1(3):

Cisco Unity Application and ENU Localization, Version 3.1, Disc 1—This disc includes these components:

Cisco Unity Release 3.1(3) software

Microsoft XML Parser (MSXML3)

Cisco Unity-CallManager TAPI Service Provider (CM TSP 6.0(1))

Cisco Unity Localizations: Disc 2 through disc 7—These discs are used for adding other supported languages to your Cisco Unity Voice Messaging system.

Cisco Unity Data Store 2000—This disc is used to update MSDE 2000.

Cisco Unity Service Packs—This disc includes the following files for updating these software components:

MSDE 2000 Service Pack 1

SQL Server 2000 Hot Fix

Windows 2000 (NIMDA) Hot Fix Q301625

Microsoft Internet Explorer Version 5.5—You must use this disc to update Internet Explorer to version 5.5. This is a requirement for Cisco Unity Release 3.1(3).

Backing Up the Cisco Unity Voice Messaging System

Before performing the upgrade to Cisco Unity Voice Messaging, you should back up the entire voice-messaging system. If your organization does not have a software package for performing scheduled backups, you can use Backup Exec, which is a data management program from VERITAS Software Corporation, to back up the entire system. For more information about backing up the Cisco Unity system, refer to the "Maintaining Cisco Unity" chapter in the Cisco Unity Administrator Guide, Release 3.1(3).

Upgrading from Cisco Unity Voice Messaging Release 3.0(1) to Release 3.1(3)

This section describes how to perform the upgrade from Cisco Unity Voice Messaging Release 3.0(1) to Release 3.1(3).

Notify your users that the voice-messaging services will be interrupted while the upgrade takes place. During the upgrading process, Cisco Unity services stop so the software can be upgraded. At the end of the process, the services restart. You should perform this upgrade after business hours or when the system has low usage.

To ensure a successful upgrade, use the procedures in this sequence. You must complete all the steps in these upgrade procedures:

Installing the Microsoft Windows 2000 NIMDA Hotfix

Upgrading MSDE 2000 to Service Pack 1

Installing the SQL Server 2000 Hotfix for Service Pack 1

Installing Microsoft Internet Explorer 5.5 Service Pack 2

Installing Microsoft XML Parser

Upgrading Cisco Unity to Release 3.1(3)

Upgrading the Cisco Unity-CallManager TAPI Service Provider (CM TSP) to Release 6.0(1)

Installing the Microsoft Windows 2000 NIMDA Hotfix

To install the Microsoft Windows 2000 Hotfix, follow these steps:


Step 1 Log in to Windows on the SPE running Cisco Unity by using the administrator account.

Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon in the status bar. Choose Stop Unity.

Step 3 Insert the Cisco Unity Service Packs disc in the CD-ROM drive.

Step 4 Browse to the IIS5_Windows2000_NIMDA_Patch directory.

Step 5 Double-click the Q301625_W2K_SP3_x86_en.exe file.

Step 6 In the Windows 2000 Hotfix Setup dialog box, click Continue, as shown in Figure 3.

Figure 3 Windows 2000 Hotfix Setup Instructions

Step 7 The Hotfix Setup dialog box opens. Click Continue to reboot the system.


After the SPE has rebooted, continue with the "Upgrading MSDE 2000 to Service Pack 1" section.

Upgrading MSDE 2000 to Service Pack 1

To upgrade MSDE 2000 to Service Pack 1, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon on the status bar, and choose Stop Unity.

Step 3 Insert the Cisco Unity Service Packs disc in the CD-ROM drive.

Step 4 Copy the SQL2000_SP1 directory to the root directory of drive C on the SPE.

Step 5 Remove the Cisco Unity Service Packs disc.

Step 6 Insert the Cisco Unity Data Store 2000 disc.


Caution If the autorun window appears, you must click Exit. The autorun installs only Microsoft SQL. You will have to reimage your SPE if you install Microsoft SQL instead of MSDE 2000.

Step 7 Choose Start > Run, and enter C:\SQL2000_SP1\MSDE\setup.exe /p SQLRUN.


Note Be sure to enter a space before /p and before SQLRUN.


Step 8 Click OK to install the MSDE 2000 Service Pack 1. The installation progress window is shown in Figure 4.

Figure 4 MSDE 2000 Service Pack 1 Installation

Step 9 When the installation is complete, remove the disk from the CD-ROM drive. Click Yes to restart the SPE.



Note You can delete the C:\ SQL2000_SP1 directory to free hard disk space.


After the SPE restarts, continue with the "Installing the SQL Server 2000 Hotfix for Service Pack 1"section.

Installing the SQL Server 2000 Hotfix for Service Pack 1

This hot fix corrects the problem that the Microsoft SQL server locks up and causes the Unity server to stop. Refer to the Voice Applications Field Notice 17702 for more information.

To install the hot fix, follow these steps.


Step 1 Log in to Windows on the SPE by using the administrator account.

Step 2 Choose Start > Programs > Administrative Tools > Services.

Step 3 In the right pane of the Services window, right-click MSSQLServer, and click Stop.

Step 4 Close the Services window.

Step 5 In the status bar, right-click the MSSQLServer tray icon, and click Exit.

Step 6 To save the original Sqlservr.exe, use Windows Explorer, and go to Program Files\ Microsoft SQL Server\MSSQL\Binn directory.


Note The Binn directory is the default location where MSDE 2000 is installed.


Step 7 Click Sqlservr.exe, and move it to another directory.

Step 8 Insert the Cisco Unity Service Packs disc in the CD-ROM drive.

Step 9 Locate the new copy of the Sqlservr.exe in the sql_sp1_patch folder. Right-click Sqlservr.exe, and copy it to the Program Files\Microsoft SQL Server\MSSQL\Binn directory.

Step 10 Remove the Cisco Unity Service Packs disc from the CD-ROM drive.

Step 11 Restart the SPE running Cisco Unity.


After the SPE restarts, continue with the "Installing Microsoft Internet Explorer 5.5 Service Pack 2" section.

Installing Microsoft Internet Explorer 5.5 Service Pack 2

Cisco Unity, Release 3.1 requires that you upgrade to Microsoft Internet Explorer Version 5.5 Service Pack 2. To install Microsoft Internet Explorer 5.5, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 Insert the Microsoft Internet Explorer Version 5.5 disc in the CD-ROM drive.

Step 3 Using Windows Explorer, browse to the CD-ROM drive (D). Double-click ie5setup.exe to start the installation.

Step 4 The Windows Update: Internet Explorer and Internet Tools window opens. Click I accept the agreement, and click Next.

Step 5 Click Install Now - Typical set of components, and click Next.

Step 6 Click Finish to exit the installer and to restart the SPE.


Note Be sure to remove the disc from the CD-ROM drive before restarting the SPE.



After the SPE restarts, continue with the "Installing Microsoft XML Parser" section.

Installing Microsoft XML Parser

Microsoft XML Parser (MSXML3) software is required for upgrading to Cisco Unity 3.1(3).

To install MSXML3 and MSXML3 Service Pack 1, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 Insert the Cisco Unity Application Disc 1 in the CD-ROM drive, and browse to the MSXML folder on the CD-ROM.

Step 3 Double-click the Msxml3sp1.exe file to begin the installation.

Step 4 In the Microsoft XML Parser Setup Wizard window, click Next.

Step 5 In the Microsoft XML Parser License Agreement window, click I accept the terms in the License Agreement. Click Next.

Step 6 In the Customer Information window, enter the User Name and Organization. Click Next.

Step 7 Click Install to begin the installation.

Step 8 When the installation is complete, click Finish to exit the Microsoft XML Parser Setup wizard.


Continue with the "Upgrading Cisco Unity to Release 3.1(3)" section.

Upgrading Cisco Unity to Release 3.1(3)

After you have updated the software components and installed the new software components, you are ready to upgrade the Cisco Unity software. The Cisco Unity server is stopped during the upgrade process; therefore, Cisco Unity Voice Messaging service is interrupted. Perform this upgrade procedure after regular business hours to minimize inconvenience to users. The upgrade process can take less than one hour or up to four hours, depending on the number of subscribers in your database.


Note To speed up the installation process when McAfee NetShield is installed on the Cisco Unity SPE, you must disable the virus-checking services. See the "Disabling McAfee NetShield Services" section for instructions.


If you receive an error during the upgrade process, capture the exact error message, and report the error to Cisco TAC. You should send these files to Cisco TAC:

Application log files

System event log files

The tempu.log (located in C:\Documents and Settings\Administrator\Local Settings\Temp)


Caution When you receive an error message, do not rerun the setup program unless Cisco TAC directs you to do so. If you rerun the setup program, you might accidentally reset your database to the default database and lose all your data.


Caution Diagnostic traces for Cisco Unity that were set before the upgrade was performed are not preserved. You must reset the traces after the upgrade.

Disabling McAfee NetShield Services

If McAfee NetShield is installed on the SPE running Cisco Unity Voice Messaging, you must disable the virus-scanning services before upgrading the software. If you do not disable McAfee NetShield services before you run the Cisco Unity Setup program, the installation can take several hours to complete.

Follow these steps to disable the McAfee NetShield services:


Step 1 Click Start > Programs > Administrative Tools > Services.

Step 2 In the right pane of the Services window, double-click each of the following services:

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 3 In the General tab page, click Stop.

Step 4 In the Startup Type list, click Disable, and then click OK.

Step 5 Close the Services window.


Running the Cisco Unity Setup Program


Caution When upgrading from Cisco Unity 3.0, verify that the system key is plugged into the SPE when you run the Cisco Unity Setup program. Otherwise, the system key will not be updated with Cisco Unity 3.1 features, and Cisco Unity may not start.

To perform the upgrade, follow these steps:


Step 1 Log in to Windows by using the Cisco Unity installation account username and password.

Step 2 Insert the Cisco Unity Application Disc 1 in the CD-ROM drive, and browse to the root directory on the CD-ROM.


Note If you do not disable the McAfee NetShield services before starting this upgrade process, the Cisco Unity Setup can take several hours to complete. See the "Disabling McAfee NetShield Services" section for instructions.


Step 3 Double-click the Setup.exe file to start the installation.

Step 4 Double-click the line Double-click to continue in English, as shown in Figure 5.

Figure 5 Select Installation Directions in English

Step 5 Click Next in the Welcome to Unity Setup window.

Step 6 Click OK to allow the setup program to stop Unity services.

Step 7 If you are upgrading without changing licensed features, click the Use the current license settings radio button in the System Key window. Click Next.

If you are changing licensed features, click the Update or Initialize License Settings from Update File. Click Next.


Note You must update the System Key with the activation code for the new license settings. Follow the instructions in the e-mail that was sent to you when you purchased the additional features.


Step 8 In the Customer Information window, enter information in the Name and Company fields. Click Next. The setup program checks for the required software before beginning the installation.

Step 9 In the Select Features window, click only Upgrade Unity. Click Next.

Step 10 In the Cisco Unity Languages window, check the language(s) that you are installing, and click Next.

Step 11 In the Confirm Installation window, click Next to start the installation.


Note The installation can take less than one hour or up to three hours, depending on the number of subscribers in your database. If the Unity installation appears to stall, do not interrupt the installation process. By accessing Task Manager and verifying that the installation is running, you can cause the installation to fail.


Step 12 The Setup Complete window appears when the installation is finished. Check Yes, I want to restart my computer now.

Step 13 Remove the disc from the CD-ROM drive. Click Finish to restart the SPE.


After the SPE restarts, access your Cisco Unity voice mailbox. Listen to your saved messages to check whether the system is functioning correctly. If you cannot access Cisco Unity Voice Messaging, make sure that the Cisco Unity server is running. Refer to the Cisco Unity Troubleshooting Guide, Release 3.1(3), for assistance, or call Cisco TAC with your error messages and logs.

Upgrading the Cisco Unity-CallManager TAPI Service Provider (CM TSP) to Release 6.0(1)

Before you can install the TAPI service provider (TSP) program for Release 3.1(3), you must remove all existing versions of the TSP. Earlier versions of the TSP were called AV-Cisco TSP. With Cisco Unity Release 3.1(1), the TSP has been renamed Cisco Unity-CM TSP.

Removing the AV-Cisco TSP Program

When you remove the TSP program, you can keep the same voice-messaging ports. The AV-Cisco TSP configuration is retained automatically.

To remove the existing AV-Cisco TSP program, follow these steps:


Step 1 Log in to Windows on the SPE running Cisco Unity by using the Cisco Unity installation account.

Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon in the status bar. Choose Stop Unity.

Step 3 Choose Start > Settings > Control Panel > Add/Remove Programs.

Step 4 In the list of currently installed programs, click AvCiscoTsp.

Step 5 Click Remove.

Step 6 Click Yes to confirm that you want to remove the AV-Cisco TSP program.

Step 7 Click Close to close the Add/Remove Programs window.


Installing the Cisco Unity-CM TSP, Release 6.0(1)

After removing older versions of TSP, you can proceed with the installation of the new version of Cisco Unity-CM TSP by following these steps.


Step 1 To make sure that the Cisco Unity server is stopped, right-click the Cisco Unity icon in the status bar.

Step 2 Insert the Cisco Unity Application Disc 1 in the CD-ROM drive.

Step 3 Browse to D:\Unity3.1.3 > Cisco > ENU.

Step 4 In the ENU folder, double-click the Setup.exe file to start the installation.

Step 5 Click OK to confirm the InstallShield version information in the dialog box.

Step 6 In the Cisco Unity-CM TSP - InstallShield Wizard window, click Next.

Step 7 In the Destination Folder window, click Next to accept the default destination folder for Cisco Unity-CM TSP.

Step 8 Click Install to begin the installation.

Step 9 In the Cisco Unity-CM TSP dialog box, click Settings.

Step 10 The Cisco Unity-CM TSP Settings dialog box opens. Verify that the information is correct in these fields, as shown in Figure 6:

Primary CallManager IP Address

Primary CallManager IP Port

Number of Voice Ports

Device Name Prefix

Figure 6 Verify Entries for Cisco Unity-CM TSP Settings

Step 11 If the Primary CallManager IP Port field is blank, enter the correct value; for example, 2000.


Note You can find this value by accessing the Cisco CallManager server that integrates with Cisco Unity Voice Messaging. Choose CallManager Administration > System > Cisco CallManager > Server > Cisco CallManager TCP Port Settings for this Server.


Step 12 In the Device name prefix field, check that this prefix matches the names in the CallManager Device List.


Note The entry in the Device name prefix field is used to assign names to ports in the CallManager Device List. The names in the CallManager Device List must match the names of the voice-messaging ports in Cisco CallManager.


Step 13 In the Message WaitingOff DN and MessageWaitingOn DN fields, verify that the dial numbers (DN) match the Cisco CallManager service parameters. If no numbers appear in these fields, enter the numbers now.

Step 14 For systems with more than one instance of Cisco CallManager, click Add IP Address, and enter the IP address for the secondary Cisco CallManager. You must check Automatically reconnecting to the Primary CCM on failover.


Note If your system has only one instance of Cisco CallManager, uncheck the check box for Automatically reconnect to the Primary CCM on failover.


Step 15 Verify that the CallManager Device List displays the correct number of Cisco Unity ports. Confirm that the names in the device list, as shown in Figure 6, match the names of the voice-messaging ports in Cisco CallManager.

Step 16 After making all necessary corrections and entries, click OK in the Cisco Unity-CM TSP Settings dialog box.

Step 17 In the Cisco Unity-CM TSP window, the Cisco CallManager server IP address appears with the Primary CallManager IP port number, as shown in Figure 7.

Figure 7 Cisco CallManger configuration in the Cisco Unity-CM TSP window.

Step 18 Click OK to restart the Cisco Unity server.

Step 19 In the Cisco Unity-CM TSP-InstallShield Wizard window, click Finish to exit the program.

Step 20 Click Yes to restart the Cisco Unity server.


Testing the Cisco Unity Configuration and Connections

After the Cisco Unity SPE restarts, you need to test the TSP configuration and connections with Cisco CallManger. Follow these steps to perform the test:


Step 1 Log in to Windows as the administrator.

Step 2 Choose Start > Settings > Control Panel.

Step 3 Double-click Phone and Modem options.

Step 4 If you are using the Phone and Modem options for the first time, enter information in the Location Information window, and click OK.

Step 5 In the Phone and Modem Options dialog box, click the Advanced tab.

Step 6 In the Providers list, select Cisco Unity-CM TSP.

Step 7 Click Configure. The Cisco Unity-CM TSP dialog box appears.

Step 8 In the Cisco Unity-CM TSP dialog box, click Test. (See Figure 7.)

Step 9 In the Test Configuration and Connection dialog box, click OK.

Step 10 The Test Succeeded message appears when the configuration is correct. Click OK.


Note If a Device Registration Failed message appears, go to the "Troubleshooting the Cisco Unity Configuration" section.


Step 11 Call the voice-messaging system to check whether the Cisco CallManager ports are active. If the voice-messaging ports are not active, restart the Cisco CallManager services to reactivate the ports.

Step 12 Access your voice mailbox, and listen to your saved messages. You have successfully completed the upgrade of your Cisco Unity Voice Messaging when you can access your saved voice messages and leave new voice messages.


After you successfully complete the upgrade, continue to the "Enabling McAfee NetShield Services" section.


Note If you cannot access Cisco Unity Voice Messaging, make sure that the Cisco Unity server is running. Refer to the Cisco Unity Troubleshooting Guide, Release 3.1(3), for more information. If you need assistance, call Cisco TAC with your error messages and logs. See the "Upgrading Cisco Unity to Release 3.1(3)" section for the names of the logs.


Enabling McAfee NetShield Services

If McAfee NetShield is installed on the SPE running Cisco Unity Voice Messaging, you must re-enable the virus-scanning services after completing the upgrade.

Follow these steps to re-enable McAfee NetShield services:


Step 1 Click Start > Programs > Administrative Tools > Services.

Step 2 In the right pane of the Services window, double-click each of the following services:

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 3 In the Startup Type list, click Automatic, and then click OK.

Step 4 Right-click, one at a time, each of the following services, and click Start.

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 5 Close the Services window.


Troubleshooting the Cisco Unity Configuration

A Device Registration Failed error message appears, as shown in Figure 8, when there are errors in the configuration such as these:

Entering the wrong IP address for the Cisco CallManager server during configuration

Entering the wrong device name prefix during configuration

Figure 8 Example of an Error Message from the Configuration and Connection Test

When you receive a Device Registration Failed message, follow these steps to correct the problem:


Step 1 Make notes about the information in the error message. Click OK to close the Device Registration Failed box.

Step 2 To correct errors found in the test, go to the Cisco Unity-CM TSP window. (See Figure 7.) In the Select CallManager List, click the Cisco CallManager server to which Cisco Unity is connected. Click Settings.

Step 3 Correct the errors in the Cisco Unity-CM TSP Settings dialog box, and then click OK.

Step 4 In the Cisco Unity-CM TSP dialog box, click Test.

Step 5 In the Test Configuration and Connection dialog box, click OK.

Step 6 Run the test until the Test Succeeded message appears. Click OK.

Step 7 Click OK to restart the Cisco Unity server.

Step 8 Click Finish in the Cisco Unity-CM TSP-InstallShield Wizard window to exit the program.

Step 9 Click Yes to restart the Cisco Unity server.


Note Be sure to enable the McAfee NetShield services after you successfully complete the upgrade.



Upgrading from Cisco Unity Voice Messaging Release 3.1(2x) to Release 3.1(3)

For Unity Voice Messaging systems running Release 3.1(2x), you need to upgrade only the Cisco Unity Voice Messaging software and the Cisco Unity-CM TSP software.

Notify your users that the voice-messaging services will be interrupted while the upgrade takes place. During the upgrade, Cisco Unity services stop so that the software can be upgraded. At the end of the process, the Cisco Unity services restart. You should perform this upgrade after business hours or when the system has low usage.

Preparing for the Upgrade

Prepare your Cisco Unity Voice Messaging system for the upgrade by completing the tasks in the "Before You Begin Upgrading Cisco Unity Voice Messaging" section.


Note If you did not install the Windows 2000 hotfix (NIMDA patch) when you upgraded to release 3.1(2x), you must install it now. See the "Installing the Microsoft Windows 2000 NIMDA Hotfix" section.


Upgrading the Cisco Unity Software

To ensure that the upgrade is successful, you must disable the McAfee NetShield services. To disable virus-scanning services, follow the steps in the "Disabling McAfee NetShield Services" section.

After you have prepared the system, follow the steps in the "Upgrading Cisco Unity to Release 3.1(3)" section to install the Cisco Unity Voice Messaging upgrade.

Upgrading the Cisco Unity-CM TSP to Release 6.0(1)

Before installing the new version of Cisco Unity-CM TSP 6.0(1) for release 3.1(3), you must remove all older versions of this program.

Removing the Cisco Unity-CM-TSP 3.1(2x)

When you remove the TSP program, you can keep the same voice-messaging ports. The Cisco Unity-CM TSP configuration is retained automatically.

To remove the existing Cisco Unity-CM TSP program, follow these steps:


Step 1 Log in to Windows on the SPE running Cisco Unity by using the Cisco Unity installation account.

Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon in the status bar. Choose Stop Unity.

Step 3 Choose Start > Settings > Control Panel > Add/Remove Programs.

Step 4 In the list of currently installed programs, click Cisco Unity-CM TSP.

Step 5 Click Remove.

Step 6 Click Yes to confirm that you want to remove the Cisco Unity-CM TSP program.

Step 7 Click Close to close the Add/Remove Programs window.


To install the Cisco Unity-CM-TSP 6.0(1) for release 3.1(3), follow the steps in the "Installing the Cisco Unity-CM TSP, Release 6.0(1)" section.

Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.