Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
Upgrade
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Upgrade

Upgrade

If you have Cisco Finesse Release 9.0(1) installed, you can upgrade to Cisco Finesse Release 9.1(1).

If you have Cisco Finesse Release 8.5(3) installed, you must upgrade to Release 9.0(1) first, and then upgrade to Release 9.1(1).

Cisco Finesse Release 9.1(1) supports Cisco Unified Contact Center Enterprise (Unified CCE) 9.0(1) only. If you upgrade Finesse to Release 9.1(1), you must also upgrade Unified CCE to Release 9.0(1).


Note


You must perform a DRS backup before you perform this upgrade. If a problem occurs with the upgrade and you need to roll back to the previous version, you need the DRS backup to restore your system. If you do not use the backup to restore your system, replication to the second Finesse node breaks and cannot be repaired.


Perform upgrade

You must perform the upgrade on the primary Finesse node first, and then on the secondary Finesse node.


Note


Both the primary and secondary Finesse nodes must be running the same version prior to the upgrade.


Before You Begin
  • Perform a DRS backup. For more information, see the Cisco Finesse Administration Guide.

    Note


    You need to perform a DRS backup on the primary node only.


  • Place the Cisco Finesse ISO file on an FTP or SFTP server that you can access from your Finesse system or burn the ISO file to DVD.
  • Save your current layout configuration. Sign in to the Administration Console on the primary Finesse node (http://IP address or hostname of primary Finesse server/cfadmin. Copy the layout XML file from the Layout Settings gadget and save it as a text file on your local system.

    Note


    If you are currently running the default layout, the layout automatically upgrades to the new layout. If you decide to use the layout from the previous version, you can upload the copy to the Layout Settings gadget after the upgrade is complete.


Procedure
    Step 1   SSH to your Finesse system and log in with the platform administration account.
    Step 2   From the CLI, run the command utils system upgrade initiate.
    Step 3   Follow the instructions provided by the utils system upgrade initiate command.

    If you choose to install from a remote source (FTP or SFTP server), provide the location and credentials for the remote file system.

    If you choose to install from the local CD/DVD drive, ensure the drive is connected to the Finesse virtual machine (VM) as follows:

    1. Right-click the VM and choose Edit Settings.
    2. Click the Hardware tab.
    3. In the left pane, select CD/DVD Drive.
    4. In the right pane, under Device Status, check the Connected and Connect at power on check boxes.
    5. Under Device Type, select Datastore ISO File.
    6. Click Browse and navigate to the Finesse ISO file.
    7. Click OK.
    8. In the left pane, select Network Adaptor.
    9. In the right pane, under Device Status, check the Connect at power on check box.
    10. Under Network Connection, select Public (or Private for a private connection).
    11. Click the Options tab.
    12. In the left pane, select Boot Options.
    13. In the right pane, under Force BIOS Setup, check the The next time the virtual machine boots, force entry into the BIOS setup screen check box.
    14. Click OK.
    Step 4   At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version, or type no to upgrade only without switching version.
    Note   

    The upgrade is not active until a switch version is performed.

    Step 5   If you are installing from the local CD/DVD drive, when the upgrade enters the BIOS screen, on the Boot tab, move CD-ROM Drive to the top, save your settings, and exit.
    Step 6   After the upgrade is complete, disconnect the CD/DVD drive.
    1. Right-click the VM and choose Edit Settings.
    2. Click the Hardware tab.
    3. Select CD/DVD Drive 1.
    4. Uncheck the Connected and Connect at power on check boxes.
    5. Click OK.
    Step 7   Disable Cisco Security Agent (CSA).
    Step 8   Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname of Finesse server).
    Note   

    After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop. Finesse services may take a few minutes to reach the STARTED state.


    What to Do Next

    • If you are restoring a previous layout for the desktop, sign in to the Administration Console on the primary Finesse node. Copy and paste your saved layout into the Manage Desktop Layout gadget. Look for the following line in the XML:
      <gadget>http://localhost/desktop/gadgets/CallControl.xml</gadget>
      
    • Change it to the following and then click Save:
      <gadget>http://localhost/desktop/gadgets/CallControl.jsp</gadget>
      

    Perform rollback

    If a problem occurs with the upgrade, you can roll back to the earlier release.

    Procedure
      Step 1   Perform a switch-version on the primary node.
      1. Access the CLI and enter the command utils system switch-version.
      2. Enter yes to confirm.

        The system attempts to switch back to the original version and reboots if the switch is successful.

      Step 2   Perform a switch-version on the secondary node.
      Step 3   Perform a DRS restore.
      Note   

      Do not attempt to reset replication after you perform the switch-version. You must perform a DRS restore. If you attempt to repair replication before you perform a DRS restore, the DRS restore will not work correctly.