Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 10.5(1)
Unified CCX Upgrade
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Unified CCX Upgrade

Unified CCX Upgrade

This chapter explains how to upgrade Unified CCX.

Unified CCX Upgrade Types

Upgrade files are available as Cisco Options Package (COP) files or ISO images.

You can upgrade Unified CCX using COP files from the Command Line Interface (CLI) or through Cisco Unified OS Administration web interface. You can apply the COP files from the FTP/SFTP server.

You can upgrade Unified CCX using ISO images from:

  • Cisco Unified OS Administration web interface
  • Command Line Interface (CLI)

You can apply the ISO images from:

  • Local DVD
  • FTP/SFTP server

Note


For information about supported upgrades, see Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR, available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html


Unified CCX provides the following upgrade options:

Table 1 Types of Upgrade

Upgrade Type

Upgrade Path

Description

Service Update (SU)

10.5.x/10.5.xSUx1 to 10.5.xSUx2

  • There is no service interruption during the upgrade process because the server does not restart.
  • SU is installed on the inactive partition.
  • ISO images are non-bootable images.

Maintenance Release (MR)

10.5.x to 10.5.y

  • There is no service interruption during the upgrade process because the server does not restart.
  • MR is installed on the inactive partition.

Refresh Upgrade (RU)

10.x.x to 10.5.x

  • There is no service interruption during the upgrade process because the server does not restart.
  • The new version is installed on the inactive partition

9.x.x to 10.5.x

  • There is no service interruption during the upgrade process because the server does not restart.
  • The new version is installed on the inactive partition

8.x.x to 10.5.x

  • There is service interruption during the upgrade process because the server restarts multiple times.
  • RU is installed on the inactive partition.

COP file

See Apply COP File.

Fix for the same version

  • There is service interruption during the upgrade and subsequent server restart.
  • COP files are installed on the active partition and you cannot uninstall them. If you want to uninstall, contact Cisco.

Note



Important Considerations for Upgrade

  • Install Unified CCX only on virtual machines. Unified CCX will not run on bare metal.
  • The memory requirements have changed for Unified CCX 10.0(1) or later. For more information about RAM requirements, see http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Cisco_​Unified_​Contact_​Center_​Express#Version_​10.0.28x.29 .
  • After you upgrade to Unified CCX 10.0(1) or later, it ignores agent IDs and supervisor IDs with special characters, such as dollar ($), ampersand (&), single quotes (` '), colon (:), angle brackets (< >), square brackets ([ ]), parenthesis ({ }), double quotes (" "), hash (#), percent (%), semicolon (;), comma (,), tilde (~), pipe (|), forward slash (/), question mark (?), backward slash (\). If you try to change these end user IDs in Cisco Unified Communications Manager, Unified CCX 10.0(1) considers them as new IDs and you will not be able to recover these end user IDs.
  • Unified Intelligence Center is the only reporting client available.
  • Do not make any configuration changes during the upgrade, because the changes are lost after the upgrade.
  • In an HA setup, do not switch versions on both the first and second nodes at the same time. Perform switch version on the second node only after you switch versions on the first node. Otherwise, the upgrade might fail or there might be discrepancy in data.
  • Upgrade Unified CCX during off-peak hours or during a maintenance window to avoid service interruptions.
  • Both the nodes in a cluster must run the same release of Unified CCX. The only exception is while you are upgrading the cluster software, during which a temporary mismatch is allowed.
  • To install Cisco Agent Desktop client, see Cisco Agent Desktop Installation Guide, available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.
  • Cisco Agent Desktop, Cisco Supervisor Desktop and Cisco Desktop Administrator must be upgraded after upgrading to Cisco Unified CCX. Cisco Agent Desktop clients automatically upgrade if the user logs in to the computer with local Administrator rights and launches CAD the first time after the system is upgraded.
  • You may experience a delay of approximately 30 minutes for the services to start during the first restart of the Unified CCX system post the switch version. This is due to the application of Security policies post upgrade. This delay will not appear in subsequent restarts.
  • It takes approximately 90 minutes to upgrade a node.
  • Unified CCX 10.0(1) and later versions include a feature in the VMware Installation information line to indicate whether the disk partitions are aligned. If the disk partitions are aligned, the VMware installation information line will indicate "Partitions aligned". After upgrading, if the VMware installation information line indicates "ERROR-UNSUPPORTED: Partitions unaligned.", it means Cisco cannot provide support for performance issues. To correct a virtual machine with unaligned partitions you must perform the applicable restore (with rebuild) scenario procedure in Cisco Unified Contact Center Express Operations Guide available here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html

Preupgrade Tasks

Procedure
    Step 1   Ensure you have the Secure File Transfer Protocol (SFTP) server product.
    Step 2   Obtain the appropriate ISO file from http://www.cisco.com if you do not have the upgrade DVD from Cisco.
    Step 3   Create an ISO image of the upgrade file and place it on a DVD or FTP/SFTP server as required.
    1. Create an ISO image of the upgrade file on the DVD. Do not copy the ISO file to a DVD.
    2. Place the ISO image on an FTP/SFTP server to which your server has access.
    Step 4   Obtain the license file. See Unified CCX Licenses.
    Step 5   Back up all the existing data. See Cisco Unified Contact Center Express Disaster Recovery System Administration Guide, available here: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html.

    Unified CCX Upgrade Scenarios

    The following table lists the required tasks to upgrade a Single Node and a High Availability (HA) setup.

    Table 2 Upgrade Scenarios

    Upgrade Scenario

    Tasks

    10.0.x to 10.5(1)

    Single Node Setup:

    1. Apply COP File, so that when you upgrade later, the system can detect whether the upgrade is an RU or not.
      1. Go to URL: http:/​/​software.cisco.com/​download/​navigator.html
      2. Enter your username and password and click Log In.
      3. Choose from the list Products > Customer Collaboration > Contact Center > Cisco Unified Contact Center Express > Cisco Unified Contact Center Express 10.5(1).
      4. Click Cisco Customer Response Solution Software Releases.
      5. Choose 10.5(1) from the list and download the COP file.
    2. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI
    3. Check and Perform Switch Version
    4. Verify Version of Unified CCX
    5. Verify Status of Services
    6. Upgrade Desktop Clients
    7. Upgrade Unified CCX Clients

    HA Setup:

    1. Apply COP File, so that when you upgrade later, the system can detect whether the upgrade is an RU or an MR.
      1. Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the first node.
      2. Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the second node.
    2. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI
      1. Upgrade the first node.
      2. Upgrade the second node.
    3. Check and Perform Switch Version
      1. Perform switch version on the first node.
      2. Perform switch version on the second node.
      Note    After the switch version is complete on the second node, open the Unified CCX Administration page of the first node to check if the page is requesting for a license. Provide the license on the first node.
    4. Verify Version of Unified CCX
    5. Verify Status of Services
    6. Verify Unified CCX Database Replication
    7. Verify Cisco Database Replication
    8. Upgrade Desktop Clients
    9. Upgrade Unified CCX Clients

    10.5.x/10.5.x.SUx1 to 10.5.x.SU2

    Single Node Setup:

    1. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI.
    2. Check and Perform Switch Version.
    3. Verify Version of Unified CCX
    4. Verify Status of Services
    5. Upgrade Desktop Clients
    6. Upgrade Unified CCX Clients

    HA Setup:

    1. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI
      1. Upgrade the first node.
      2. Upgrade the second node.
    2. Check and Perform Switch Version
      1. Perform switch version on the first node.
      2. Perform switch version on the second node.
    3. Verify Status of Services
    4. Verify Version of Unified CCX
    5. Verify Unified CCX Database Replication
    6. Verify Cisco Database Replication
    7. Upgrade Desktop Clients
    8. Upgrade Unified CCX Clients

    COP File

    The COP file is the Cisco Options Package file. It is a compressed TAR file or an RPM file that has a cop.sgn file extension, and is signed by Cisco. COP files are installed on the active partition. You can apply the COP file using the CLI.

    If you want to use the Finesse desktop interface in a language other than English, download and install the language COP file.

    Apply COP File

    Attention:

    See the documentation that is provided with the COP file for additional instructions on how to apply the COP file.

    Attention:

    Contact Cisco if you want to roll back the COP file.


    Note


    For an HA setup, repeat this procedure for node 2 only after restarting node 1 after successful COP installation.


    Before You Begin
    1. Contact Cisco to obtain the COP file. If you are upgrading from 8.x.x to 10.5(1), see Unified CCX Upgrade Scenarios
    2. Place the COP file on an FTP/STFP server to which your server has access.
    Procedure
      Step 1   Follow Steps 1 to 8 from Upgrade Unified CCX Using CLI.
      Step 2   Enter the command utils system restart to restart the server.

      Upgrade Unified CCX Using Web Interface

      You can upgrade Unified CCX either from a local DVD or from a FTP/SFTP server.

      Procedure
        Step 1   Log in to Cisco Unified OS Administration using administrator username and password.
        Step 2   Choose Software Upgrades > Install/Upgrade.
        Step 3   Choose source as either DVD/CD or Remote Filesystem from the Source list.
        Step 4   Enter the path of the upgrade file in the Directory field. For Remote Filesystem, enter a forward slash (/) followed by the directory path.
        Step 5   If you chose Remote Filesystem, follow the instructions on the screen; otherwise, skip to Step 6.
        Step 6   Click Next to see the list of upgrades that are available.
        Step 7   Choose the appropriate upgrade file, and click Next.
        Step 8   Enter relevant information in the Email Destination and SMTP server fields to use the Email Notification feature.
        Step 9   Click Next to initiate the upgrade process.

        Upgrade Unified CCX Using CLI

        Procedure
          Step 1   Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
          Step 2   Enter the command show version active and check the current version.
          Step 3   Enter the command utils system upgrade status and check that the node is ready for upgrade.
          Step 4   Enter the command utils system upgrade initiate to initiate the upgrade process.
          Step 5   Choose the source where the upgrade file is placed.
          Step 6   Follow the instructions on the screen.

          Your entries are validated and the available files list is displayed.

          Step 7   Select the ISO image/COP file you want to apply from the available list, and confirm the installation when you are prompted.
          Step 8   Enter the command show version active and check the upgrade version.

          Check and Perform Switch Version


          Caution


          Never initiate switch version from the recovery CD.

          Note


          • Perform switch version in the same maintenance window to avoid additional downtime.
          • The time taken for switch version depends on the size of records in the database.

          Procedure
            Step 1   To check and perform switch version using the web interface:
            1. Log in to Cisco Unified OS Administration using administrator username and password.
            2. Choose Settings > Version to check the versions.
            3. Click Switch Versions, and click OK to initiate the switch version process.
            4. Choose Settings > Version to check the active version.
            Step 2   To check and perform switch version using the CLI:
            1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
            2. Enter the command show version active to check the active version.
            3. Enter the command show version inactive to check the inactive version.
            4. Enter the command utils system switch-version to initiate the switch version process.
            5. Enter the command show version active to check the active version.
            Step 3   If switch version is unsuccessful:
            1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
            2. Enter the command utils uccx switch-version db-check to check if the database is corrupt.
            3. Enter the command utils uccx switch-version db-recover to restore the database.

            Verify Version of Unified CCX

            You can verify the current active and inactive versions of Unified CCX either by using the web interface or using CLI.

            Note


            For an HA setup, verify the versions on both the nodes.


            Procedure
              Step 1   To verify the active and inactive versions of Unified CCX using the web interface:
              1. Log in to Cisco Unified OS Administration using administrator username and password.
              2. Choose Settings > Version to check the current active and inactive versions.
              Step 2   To verify the active and inactive versions of Unified CCX using the CLI:
              1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
              2. Enter the command show version active to check the active version.
              3. Enter the command show version inactive to check the inactive version.

              Verify Status of Services

              You can verify the status of services either by using the web interface or using the CLI.

              Note


              For an HA setup, verify the services on both the nodes.


              Procedure
                Step 1   To verify the status of services using the web interface:
                1. Log in to Cisco Unified CCX Serviceability using administrator username and password.
                2. Choose Tools > Control Center - Network Services and verify that all the services are running.
                Step 2   To verify the status of services using the CLI:
                1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
                2. Enter the command utils service list to verify that all the services are running.

                Verify Unified CCX Database Replication

                Procedure
                  Step 1   Log in to Cisco Unified CCX Serviceability using administrator username and password.
                  Step 2   Choose Tools > Datastore Control Center > Replication Servers.
                  Step 3   Ensure the servers are in ACTIVE/CONNECTED state and database replication of the operating system is functioning between the first node and the second node.
                  Step 4   If there is a problem with the replication continue; otherwise, skip to Step 5.
                  1. Log in to Unified CCX CLI using Unified CCX username and password.
                  2. Enter the command utils uccx dbreplication status and determine the location and cause of failure.
                  3. Enter the command utils uccx dbreplication repair {all|database_name} on the node or nodes to remove data discrepancy between the nodes.
                  4. Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'. If failure persists, continue; otherwise, skip to Step 5.
                  5. Enter the command utils uccx dbreplication teardown to remove database replication.
                  6. Enter the command utils uccx dbreplication setup to setup database replication.
                  7. Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'.
                  Step 5   Log in to Unified CCX Administration using Unified CCX username and password.
                  Step 6   Verify that your configuration data exists on both the nodes.

                  Verify Cisco Database Replication

                  Procedure
                    Step 1   Run the Cisco Unified Real-Time Monitoring Tool (RTMT).
                    Step 2   Choose System > Performance > Open Performance Monitoring.
                    Step 3   Click the Node1 or Node2 radio button as required.
                    Step 4   Click the Number of Replicates Created and State of Replication radio button.
                    Step 5   Double-click Replicate_State.
                    Step 6   Choose ReplicateCount, and click Add.

                    The "Performance Counter" graph is displayed in the right window.

                    Step 7   Use the following list to monitor the status of database replication.
                    • 0—Initializing
                    • 1—Replication setup script fired from this node
                    • 2—Good replication
                    • 3—Bad replication
                    • 4—Replication setup did not succeed
                    Step 8   If there is a problem with the replication:
                    1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
                    2. Enter the command utils dbreplication status{all|node|replicate} and determine the location and cause of failure.
                    3. Enter the command utils dbreplication repair{nodename|all} on the node or nodes to remove data discrepancy between the nodes.
                    4. Enter the command utils dbreplication status to ensure the status is 'Good replication'.

                    Upgrade Desktop Clients

                    To install Cisco Agent Desktop client, see Cisco Agent Desktop Installation Guide, available here:

                    http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.

                    Procedure
                      Step 1   Log in to Cisco Unified CCX Administration using platform credentials.
                      Step 2   Choose Tools > Plug-ins.
                      Step 3   Click Cisco Unified CCX Desktop Suites.
                      Step 4   Click Cisco Unified CCX Client Configuration Tool to download and run.
                      Step 5   Enter the IP address of the Unified CCX server when you are prompted, and click Next to download Cisco Unified CCX Desktop Product Suite.
                      Note   

                      In an HA setup, if calls are to be taken only after both the nodes are functional, run the Unified CCX Desktop Client Configuration Tool once. Otherwise, run it twice—once after the first node is functional and once more after the second node is functional.

                      Step 6   When you start Cisco Unified CCX Desktop Administrator or Cisco Unified CCX Supervisor Desktop or Cisco Unified CCX Agent Desktop, the following messages appear:
                      1. "The servers are running a different version of CAD than is on your desktop. Click OK to synchronize your version with the servers.". Click OK.
                      2. "The setup must update files or services that cannot be updated while the system is running. If you choose to continue, a reboot will be required to complete the setup.". Click OK.

                      Upgrade Unified CCX Clients

                      You must upgrade Unified CCX Editor after you upgrade Unified CCX. The Cisco Unified Real-Time Monitoring Tool (RTMT) is automatically upgraded during the upgrade process.

                      Procedure
                        Step 1   Uninstall the Unified CCX Editor.
                        Step 2   Log in to Cisco Unified CCX Administration using Unified CCX username and password.
                        Step 3   Choose Tools > Plug-ins.
                        Step 4   Click Cisco Unified CCX Editor to download and install Unified CCX Editor.