The Cisco Hosted Collaboration Solution (HCS) supports multiple tenants, each of which is located on a dedicated Cisco Collaboration hardware stack. The HCS 8.x Contact Solution supports a dedicated instance of the Cisco Unified Contact Center Management Portal ((Unified CCMP) for each tenant stack. However, the HCS Contact Center 9.0x replaces these individual Unified CCMP instances with a single provisioning overlay platform called Unified Contact Center Domain Manager (CCDM).
Unified CCMP and Unified CCDM are functionally equivalent platforms except for the larger scaling needed for this HCS consolidation and the exposure of northbound web service provisioning APIs.
When upgrading HCS for Contact Center 8.x to HCS for Contact Center 9.0 the contents of the multiple stacks must be consolidated into the single Unified CCDM instance. You cannot automatically consolidate the multiple Unified CCMP instances as this could cause duplicate database records for Unified CCMP specific data. However, because Unified CCMP/Unified CCDM is a closed loop provisioning platform designed to operate in brownfield sites then the core equipment configuration for each instance can be automatically imported from the underlying Cisco equipment.
The following Unified CCMP specific information will be lost in the migration process:
Unified CCMP Users
Resource Change History
You can manually recreate the first three of these items (Unified CCMP Users, Groups, and Folders) in the system after you complete the migration steps outlined in Migration Procedure. You cannot recreate the Audit Records and Resource Change History. These records and history will be permanently lost.
For more information about the Unified CCDM ICE tool and web based provisioning, see the Unified CCDM guides.
Complete the following procedure for each Unified CCMP 8.x instance to be consolidated into the new single Unified CCDM instance:
Install the single Unified CCDM instance that will overlay and provision the underlying equipment. This is a multi-server installation with web servers and replicated database servers.
For each tenant stack the following procedure should be followed:
Optionally, take the opportunity to ensure that the Unified CCE and Unified CM instances have had any old configuration data purged. This will speed the Unified CCDM import process if the data set is pruned to only what is actually necessary.
With the Unified CCDM ICE configuration tool, use the Configure Unified CCE Server to add the AWS ConAPI and database settings.
With the Unified CCDM ICE tool, use the Configure Unified CM Server to add the AXL settings.
With the Unified CCDM ICE took, use the Equipment Mapping function to create a name that represents the tenant instance, set its Default Import Location for the tenant Unified CCE and Unified CM. If appropriate, set the Remote Tenant Mapping for Unified CCE to the appropriate ICM Customer Definition.
Save the configuration to Unified CCDM.
The Unified CCDM Data Import process will import the Unified CCE/Unified CM data for this tenant stack into the Unified CCDM tenant folder. This process can take several hours if the tenant stack is heavily populated.
Using the Unified CCDM web pages manually add a tenant specific administrator and any folders/users and groups that were in the original Unified CCMP instance with their associated security configured.