Cisco Unified Contact Center Express Upgrade Guide, Release 9.0(1)
Upgrading Unified CCX
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Upgrading Unified CCX

Upgrading Unified CCX

This section describes how to prepare for upgrade and perform the entire upgrade process on Unified CCX 7.0(2)ES03 servers to move to Unified CCX Release 9.0(x).


Note


The upgrade process described in this chapter is applicable only for Unified CCX deployed with Cisco Unified Communications Manager (Unified CM). The Unified CCX earlier to 9.0(1), deployed with Cisco Unified CME cannot be upgraded to Unified CCX 9.0(x).


The entire upgrade process comprises the following three phases:

Backup phase

In the backup phase, you back up your Unified CCX cluster with a tool offered by Cisco, called the Pre-Upgrade Tool (PUT). This tool facilitates the process of backing up data from your Unified CCX cluster.

Because Unified CCX 7.0(2)ES03 still supports two-node clusters with high availability (HA), you should run PUT on the engine master node. However, before you run PUT to complete the backup operation in an HA setup, make sure that both the nodes in the cluster are up and accessible. PUT retrieves the backed-up data from the standby servers programmatically and moves the complete backup tape archive (TAR) file to the SFTP location that you provide.


Note


It is important that you back up the Unified CM data before you run the PUT, because this may help you retrieve the Unified CM data in case you want to roll back to your existing setup of Unified CCX 7.0(2).


The following subsections explain more about the PUT and its functionality.

PUT overview

You can use PUT to back up data for Unified CCX, as specified in the following sections. PUT assists you with the first step in migrating Unified CCX data from the supported versions of 7.0(2)ES03 to Unified CCX 9.0(x) by exporting this data and saving it in a TAR file in a location that you specify. PUT also generates a log file, which you can view for detailed information on data backup.

You must install and run PUT on the Unified CCX 7.0(2)ES03 engine master node (in cases of multinode cluster or high availability) before you upgrade to Unified CCX 9.0(x).


Note


If you make any configuration changes during or after running PUT, the system does not retain any of these changes after the upgrade.


Install PUT

PUT software is available for download in the Cisco download area. To install the PUT software on your Unified CCX system, complete the following steps:

Procedure
    Step 1   Download the PUT installer from the following link: http:/​/​software.cisco.com/​download/​release.html?mdfid=284666782&softwareid=282988762&release=9.0%282%29&flowid=38602.
    Note   

    Download the PUT installer for the version of Unified CCX 9.x that you are upgrading. For example, if upgrading to 9.0(2)SU1 and will perform the PUT restore operation on 9.0(2)SU1, download the PUT installer for Unified CCX 9.0(2)SU1.

    Step 2   Copy the PUT installer to the Unified CCX 7.0(2)ES03 engine master node.
    Step 3   Double-click the installer file on the Unified CCX 7.0(2)ES03 engine master node. The Introduction screen appears.

    To exit the setup at any point during the installation, click Cancel.

    Step 4   Click Next.

    The Pre-Installation Summary screen appears.

    Step 5   Click Install.

    The Installing Cisco Unified CCX PreUpgrade Tool screen appears.

    Step 6   After the installation is complete, the Install Complete screen appears.
    Step 7   Click Done to exit the installer.

    A shortcut for PUT is automatically created on the desktop.


    Run PUT

    After you install the PUT software, you are ready to start the backup process.

    Procedure
      Step 1   Stop and disable Cisco Security Agent (CSA) and other antivirus software applications, if any, running on the Unified CCX 7.0(2)ES03 nodes in the cluster.
      Step 2   Ensure that all the nodes in the Unified CCX cluster are running.
      Step 3   Double-click the PUT shortcut from the desktop to start the PUT. The CCX Pre-Upgrade Backup screen appears.
      Step 4   Click Next.

      The Pre-Backup Action Items screen appears listing the activities that you must accomplish before you take the backup.

      Step 5   Click Accept if you agree to the listed terms and have performed all the listed pre-backup activities.

      The Backup Location Details screen appears.

      Warning   

      You must perform all the pre-backup activities listed on the Pre-Backup Action Items screen to proceed with the backup activity. If you have not performed any of the listed activities, exit the PUT immediately, perform the activity, and then rerun the tool from the beginning.

      Step 6   Enter the backup storage location details as follows:
      1. SFTP Server: IP address or hostname of the SFTP server
      2. SFTP Path: Path to the backup folder on the SFTP server
      3. SFTP User Name: Username to access the SFTP server
      4. SFTP Password: Password to access the SFTP server
        Note   

        Ensure that you have full read and write access to the SFTP server location where you intend to store the backup TAR file.

      Step 7   Click Next.

      The CCX Backup Confirmation message appears to confirm that the tool has validated the SFTP location.

      Step 8   Click Yes to proceed.

      A warning message appears to ensure that sufficient space is available on the destination backup directory to store the backup TAR file. Ensure you have enough space on the destination backup directory.

      Step 9   Click OK to proceed with the backup process.

      The Backup Progress screen appears.

      Step 10   Click OK and check the status on the CCX Backup Progress screen.
      Step 11   Perform any of the following:
      1. ChooseFile > Verify Backup TAR to verify the TAR file details and the backup location. The Backup TAR Path Details screen appears.
      2. Click Home if you want to verify the TAR file details and the backup location later. The Unified CCX Pre-Upgrade Backup screen appears.
      Step 12   Enter the details, such as IP address of the SFTP server, path to the backup TAR file, and SFTP username and password, in the respective fields.
      Step 13   Click Check.

      The CCX Backup TAR Info screen appears with the information about the backup that you have taken.

      Step 14   View the backup TAR file information and click Close.
      Step 15   Choose File > Exit and then click Yes to exit the PUT.

      Installation phase

      In the installation phase, you upgrade your existing Call Manager or Unified CM and then install Unified CCX 9.0(1).

      Procedure
        Step 1   After running the backup process using PUT and before installing Unified CCX 9.0(x), you must upgrade the system running Unified CM to the latest compatible version using the software upgrade process and perform a switch version to switch and activate the upgraded partition.

        For more information on the software upgrade process, see Cisco Unified Communications Operating System Administration Guide, release 9.0(1) available here:

        http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html.

        Unified CCX 9.0(x) works with the latest Unified CM versions for the Windows to Linux Upgrade to be successful. For information on 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/​docs/​voice_ip_comm/​cust_contact/​contact_center/​crs/​express_compatibility/​matrix/​crscomtx.pdf

        Step 2   Procure all the necessary Unified CCX 9.0(x) licenses and keep them handy before you start the restore process.
        Step 3   Install Unified CCX 9.0(x) on a new system or reimage your existing system running Unified CCX 7.0(2)ES03.

        What to Do Next


        Note


        It is important that you keep all the configuration parameters (provided during Unified CCX 9.0(x) installation) handy so that in case you need to reinstall, the same Unified CCX 9.0(x) license can be reused.

        For more details, see Cisco Unified Contact Center Express Installation Guide Release 9.0(1) available here:

        http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cust_contact/​contact_center/​crs/​express_9_0/​installation/​guide/​UCCX_​BK_​I296D4AC_​00_​install-guide-uccx.html


        Restore phase

        In the restore phase, you retrieve the backed-up data on the system installed with Unified CCX 9.0(x) (performed in the installation phase) and configure the initial setup.

        After you complete the installation of Unified CCX 9.0(x), you must access the Cisco Unified CCX Administration web interface through its Authentication page to restore the backed-up data.


        Caution


        In case of HA setup, you should start installing the second node only after the upgrade on first node is completed successfully to avoid data conflicts.


        Start initial configuration

        Follow these steps to start restoring the backed-up data and performing the initial setup procedure on the first node of the Unified CCX cluster in a single-node setup or two-node setup.

        Procedure
          Step 1   From any computer in the network that meets the client system requirements, enter the following URL in a web browser, where server name is the hostname or the IP address of the server on which you installed Unified CCX.

          http://servername/

          Step 2   Click Cisco Unified Contact Center Express.

          The Cisco Unified CCX Administration Authentication window appears.

          Step 3   In the Cisco Unified CCX Administration Authentication window, enter the Administrator username and password that you created during installation.
          Step 4   Click Login. The Cisco Unified CCX Administrator Setup window appears.
          Step 5   Choose Upgrade from a previous UCCX release and then click Next.

          The Cisco Unified CCX Upgrade Setup window appears.

          Step 6   Enter the Backup TAR location details as follows:
          1. SFTP server IP Address/Hostname: IP address or hostname of the SFTP server on which the backup is stored
          2. Backup File Path: Path to the backup file on the SFTP server
          3. User Name: Username to access the SFTP server
          4. Password: Password to access the SFTP server
          Note   

          Ensure that you have at least read access to the SFTP server location from where you intend to restore the backup TAR file.

          Step 7   Click Next.

          The License Information window appears.

          Step 8   In the License Information window, click Browse to select the Unified CCX 9.0(x) license file that you have procured, and then click Next to continue.

          The License Information window with validation information appears.

          Step 9   Verify the validation information that appears in the License Information window and then click Next to continue.

          The Windows to Linux Upgrade Status window appears.

          Read the instructions on the Windows to Linux Upgrade Status window and ensure that you have completed all the activities before starting the restore process.

          Step 10   Click Next to start the restore process.

          The Windows to Linux Upgrade in progress appears, showing the status for components activation and the phases of the upgrade.

          Step 11   After all the backed-up configuration data and DB data are restored, the upgrade status displays the following message: Phase 1 completed successfully. Phase 2 started automatically in the background. Click Next to continue.

          Phase 2 of the Windows to Linux Upgrade includes restoring the historical reporting (HR) data and recordings (audio files).

          Step 12   Click Next.

          A message window appears prompting you with the following message:

          You are about to be redirected to the Cisco Unified CCX Administration Authentication page. Do not reboot the server until all the phases of Upgrade are over.
          Step 13   Click OK.

          The Cisco Unified CCX Administration window appears.

          Step 14   Log in to the Cisco Unified CCX Administration using the same application user credentials of your Unified CCX 7.0(2)ES03 server from where you made the backup.
          Step 15   Before performing JTAPI Resync, check the status of upgrade by choosing Tools > Windows Upgrade.
          Step 16   Choose Subsystems > Cisco Unified CM Telephony > Cisco JTAPI Resync.

          The Cisco JTAPI Resync window appears showing the progress.

          Step 17   After successful resync of Cisco JTAPI, a message prompts you to restart the Unified CCX Engine.
          Warning   

          JTAPI resync can be performed at the same time when Phase 2 of upgrade is in progress, but Unified CCX Engine should not be restarted until the upgrade is complete.

          Step 18   If the call center needs to be operational after you finish installing the first node, run the Unified CCX Desktop Client Configuration Tool on this node. You can do so by logging in to the web interface of Cisco Unified CCX Administration and then choosing Tools > Plugin > Desktop Suite > Client Configuration Tool. Let the Unified CCX Desktop Client Configuration Tool run until it finishes.

          You have successfully upgraded to Unified CCX 9.0(x).

          Note   

          If calls are to be taken only after both nodes (in an HA setup) are up, the Unified CCX Desktop Client Configuration Tool has to run only once. Otherwise, run it twice: once after the first node is up and one more time after the second node is up.


          Examine log files

          If you encounter problems with the upgrade, you may be able to examine the following log files:

          • Backup operation log files at C:\W1Log<time stamp>.zip on the Unified CCX 7.0(2)ES03 server.
          • Restore operation log files after downloading from the RTMT and unzipping them. To download the log files from RTMT, do the following:
          Procedure
            Step 1   Log in to RTMT and then choose Trace and log central > Collect files.
            Step 2   Choose the Cisco Unified Cluster View daemon component.
            Step 3   On the next page choose Install and Upgrade logs.
            Step 4   Select the time range when upgrade was performed by choosing CVD > Install/Upgrade Logs.

            For more details, see Cisco Unified Real Time Monitoring Tool Administration Guide available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html.