Cisco Unified Contact Center Express Upgrade Guide, Release 9.0(1)
Before you begin
Downloads: This chapterpdf (PDF - 1.06MB) The complete bookPDF (PDF - 1.98MB) | The complete bookePub (ePub - 125.0KB) | Feedback

Before you begin

Before you begin

Before you start upgrading your Unified CCX system, make sure you have met the following requirements:

  • Ensure that you connect each Unified CCX node to an uninterruptible power supply (UPS) to provide backup power and protect your system.

    Caution


    Failure to connect the Unified CCX nodes to a UPS may result in damage to physical media and require a new installation of Unified CCX.


  • Use the Backup and Restore system to take the regular backup of the Unified CCX 7.0(2)ES03 server before you start the backup process using the Unified CCX Pre-Upgrade Tool (PUT).
  • Make sure that all the nodes in the Unified CCX 7.0(2)ES03 cluster are running before you start the backup process using the PUT.
  • Stop and disable Cisco Security Agent (CSA) and other antivirus software applications running on the Unified CCX 7.0(2)ES03 nodes in the cluster before starting the Windows to Linux Upgrade.
  • Ensure that Unified CCX and Unified CM data are in sync before proceeding with the backup and if not, perform the data resync operation.

    Note


    Configuration changes done through Cisco Unified CCX Administration after Unified CM "Linux to Linux Upgrade" installation and before "Linux to Linux Switch version" may not be migrated as part of the upgrade operation.


  • Always run PUT on the engine master node of the Unified CCX server.
  • Note that the call center will not be operational during the PUT restore phase.
  • PUT backs up only 1.5 GB of latest recording data per node.
  • PUT does not back up any user level files (prompts/grammar/documents) that are stored outside of Unified CCX repository. You must manually back up these files to a safe network location.
  • Disable the Proxy setting on the server you intend to back-up otherwise you may receive the following error message: Proxy settings are enabled on this server. Turn off all the proxy settings prior to starting the backup operation.
  • Ensure you have access to a secure FTP (SFTP) server to back up the data over a network.
  • Preferably, use an SFTP server product that is certified with Cisco through the Cisco Technology Developer Partner program (CTDP), such as GlobalScape. However, Cisco allows you to use any SFTP server product.
  • Your call center can continue to operate while PUT is being installed. However, if the call center is operational during the backup operation, you will lose newly generated call record data. The configuration changes made during or after running PUT will not be retained when you upgrade. Perform the upgrade activity during off-peak hours or a maintenance window to avoid impact from call-processing interruptions.
  • Note that when you install Unified CCX 9.0(x) on an existing server, the hard drive gets formatted, and all existing data on the drive gets overwritten.
  • Procure the necessary Unified CM licenses and keep them handy.
  • After running the PUT and before installing Unified CCX 9.0(x), upgrade the system running Unified CM to the latest compatible version using "Linux to Linux Upgrade" process and perform a switch version to switch and activate the upgraded partition.
  • Complete the installation of Cisco Unified CCX 9.0(x) software on the first node before installing the second node.
  • Use the same security password on both the servers in the cluster if you plan for an HA setup after the upgrade.
  • Note that user credentials entered while running the Installation wizard are case sensitive.
  • Carefully read the instructions that follow before you proceed with installing Unified CCX 9.0(x).
  • Procure the necessary Unified CCX 9.0(x) licenses and keep them handy after installing the Unified CCX 9.0(x) server and before restoring the backed-up data on the system. For more information on how to procure the licenses, see Installing Cisco Unified CCX and Cisco Unified IP IVR.
  • Before you install the second (subscriber) node, add and configure it on the first (publisher) node using the Web Administration of the first node.
  • Note that the demo license feature is not available when you upgrade from a previous product version.

    Note


    After you successfully restore the backed-up data on the first node, you must perform the JTAPI and Data Resync activity using the web interface of the Unified CCX Administration. Perform this activity before you proceed with the Add to Cluster operation.


  • For a two-node setup, ensure that both nodes in the cluster are running the same release and version of Unified CCX.
  • Install the second node and add to cluster during off-peak hours to avoid possible call drops during the formation of a cluster.
  • Perform the Add to Cluster operation only after you have completely restored and upgraded the first node in a two-node setup.
  • Delete the migrated Cisco Tool for Auto-Registered Phone Support (TAPS) component from the recently upgraded Unified CCX 9.0(x) server to avoid data conflicts. After a successful upgrade, you must download the TAPS from the upgraded Unified CM server again and reupload this component to the Unified CCX 9.0(x) server.
  • Note that Unified CCX 9.0(x) prompt file names are case-sensitive. Ensure that the prompt file names in the system exactly match the prompt file names used in scripts. You can complete this task before or after the upgrade by updating the names in the scripts or in the system.
  • Cisco Agent Desktop devices do not support CTI Ports, CTI Route Points, and Agent Phones configured as "IPv4+IPv6". So, ensure that they are configured as IPv4 only.
  • To install Cisco Agent Desktop client, see Cisco CAD Installation Guide, available here: http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​crs/​express_9_0/​installation/​guide/​cad90ccxig.pdf
  • Cisco Agent Desktop, Cisco Supervisor Desktop and Cisco Desktop Administrator must be upgraded after upgrading to Cisco Unified CCX 9.0. Cisco Agent Desktop clients automatically upgrade if the user logs in to the PC with local Administrator rights and launches CAD the first time after the system is upgraded.

Possible upgrade paths

Unified CCX 9.0(x) offers a direct solution for Unified CCX 7.0(2)ES03 to upgrade to Unified CCX 9.0(x). It also offers an indirect upgrade solution for Cisco Unified IP IVR 5.0(x) releases by first upgrading to 7.x, or 8.x using Windows to Linux upgrade (see this document) and upgrading to 9.0(x) using Linux to Linux upgrade.


Note


If you are currently running Cisco Unified IP IVR 5.0(x), you can also upgrade to 7.0(2)ES03 and then use this document to upgrade to Unified CCX 9.0(x).


If you are running any other earlier releases of Cisco Unified IP IVR, such as 4.0(5) or 4.5, consider upgrading your system to Unified CCX 7.0(2)ES03 and then use this document to upgrade to Unified CCX 9.0(x) using the Windows to Linux upgrade.


Note


For more information on how to upgrade to Cisco Unified IP IVR 7.0(2), see Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 7.0(2) available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​installation_​guides_​list.html.


If you are running any of the Unified CCX 8.x Releases, you can upgrade to Unified CCX 9.0(x) by applying a COP patch and performing the switch version. For more information on how to upgrade from Unified CCX 8.0(x) Releases to the current release, see Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html

For the latest information on tested upgrade paths, see the Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html

Supported upgrade paths

For upgrades from Unified CCX 8.x to Unified CCX 9.0(1), you have to apply the COP patch file "ciscouccx.refresh_upgrade_v1.1.cop.sgn" and for Unified CCX 9.0(2) use "ciscouccx.refresh_upgrade_v1.2.cop.sgn" before beginning the upgrade process.