Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(1)
Preparation
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Preparation

Preparation

Scenarios

Installation scenario

Virtualization installation

You install Cisco Unified Contact Center Enterprise (CCE) in a virtualized environment. In a virtualized environment, you can run Cisco Unified CCE on a VMware ESXi platform. Run the virtual machines (VMs) on Cisco Unified Computing System (UCS) B-series or C-series servers, or Third-party servers. For more information about server specifications, see the Unified Communications Virtualization Supported Applications page on the DocWiki.

Install the Cisco Unified CCE components after you configure the VMs. The steps to install Cisco components on a VM are the same as the steps to install on physical hardware.

Upgrade scenarios

Upgrade scenarios are considered at a component level; you can perform one type of upgrade on one component, and another type of upgrade on another component. However, the A and B side of any given component must be running on identical hardware.

Follow the task flow and tasks for the upgrade scenario that applies to each individual component involved in the overall upgrade.

Common Ground upgrades

If your hardware and operating system meet the minimum requirements for Cisco Unified Contact Center Enterprise, Release 10(x), you can perform a Common Ground upgrade on your existing hardware. But, if you determine that you need new hardware to meet the requirements during planning, you require a Technology Refresh upgrade.

Unified CCE release 10(x) requires Windows Server 2008 R2. If you are upgrading from Release 8.5(1) and before, you must perform a Technology Refresh upgrade because Unified CCE releases before Release 8.5(1) do not support Windows Server 2008 R2. Some deployments from Release 8.5(2) through 8.5(4) continued to use Windows Server 2003. Those deployments cannot perform a Common Ground upgrade to Release 10(x).

Additionally, ensure that there is sufficient "head room" to support the new release. If CPU or memory usage on the existing system exceeds 50%, upgrade the hardware and then perform a Technology Refresh upgrade instead.

The supported paths for Common Ground upgrades are:

  • Deployments from Release 8.5(2) onward that use Windows Server 2008 R2 to Release 10.0
  • Release 9.x to Release 10

Additionally, support for SQL Server 2008 R2 was introduced in Release 9.0. Therefore, an upgrade from any 8.x version running SQL Server 2005 involves a specific set of steps to upgrade to SQL Server 2008 R2. For Release 8.5(2) and after, follow the steps for a Common Ground upgrade to Release 10.0.


Note


Ensure that your server firmware is up-to-date with compatibility requirements; out-of-date firmware can result in obscure downstream problems after a seemingly successful upgrade.


Technology Refresh upgrades

You perform Technology Refresh upgrades when you upgrade your hardware as well as your Cisco software and supporting third-party software.

The supported paths for Technology Refresh upgrades are:

  • Release 8.x to Release 10.0
  • Release 9.x to Release 10.0

Release 10 supports only a virtualized environment. If you are upgrading from a bare metal environment to Release 10, you can only perform a Technology Refresh upgrade. If you have a current virtual environment that does not use Windows Server 2008 R2, perform a Technology Refresh upgrade to Release 10.

Build a parallel network using new hardware and prestage it with configuration data to support the existing production network. Do not use backup and restore procedures to perform the prestaged configuration on the parallel network. Use the EDMT tool to transfer data and perform a schema upgrade during the upgrade process.

System requirements

Before you start installation or upgrade activities, fully plan your Unified CCE contact center installation or upgrade. Ensure that the system is ready, and that all requirements for supported hardware and software are met.

This section provides a summary of the requirements for Unified CCE. If you have not confirmed all the information in this section, complete the planning phase before proceeding further.

Platform requirements

Server selection for Unified CCE in a virtualized environment involves several factors, including:

  • The server and all related hardware must be supported for use in a virtualized Unified CCE system
  • Minimum specifications for processing, memory, and storage
  • Whether you want a packaged and tested Cisco configuration (Tested Reference Configuration or TRC) or a configuration that you base on Cisco-defined minimum requirements (Specs-based Configuration)
  • Compatibility requirements for all hardware, and Cisco and third-party software including the VMware required to run and manage a virtual environment

Confirm that your hardware selection is supported for Unified CCE, and meets all minimum specifications:

Server VMware required For detailed requirements information, see

UCS B- or C-series (TRC):

  • VMware vSphere ESXi
  • VMware vCenter (Optional)

Virtualization for Unified CCE

UCS B- or C-series (Specs-based):

  • VMware vCenter
  • VMware vSphere ESXi

Third-party (Specs-based)

  • VMware vCenter
  • VMware vSphere ESXi

In addition to confirming that your servers meet minimum specifications, confirm that your server choice is compatible with all Cisco and third-party software.

Related References

Network requirements

Network requirements for virtualized Unified CCE systems vary widely, depending on the size and type of Unified CCE solution deployment. Confirm that you have clearly established all network requirements before you install or upgrade a Unified CCE contact center.

Software license requirements

Cisco products

The following table lists the Cisco components that comprise a Unified CCE solution:

Components License requirements
Cisco Unified Contact Center Enterprise

One server license for each of: Voice applications, E-Mail Interaction Manager applications, and Web Interaction Manager applications.

One agent license for each concurrent user with different feature tiers.

Cisco Unified Communications Manager One license for each Cisco Unified Communications Manager node, plus device licenses for connected devices.
Cisco Unified Customer Voice Portal

One CVP software license for each server that runs Call Server or VXML Server software (or both coresident), ports or redundant ports, or Call Director software.

One CVP reporting license for each Reporting Server.

No license required for Operations Console.

Port license package required for ports used for simultaneous sessions requiring self-service or queuing (voice and video).

Redundant port licenses required for each redundant port.

One license for each developer machine running Call Studio.

Upgrade licenses from IP IVR available.

Cisco Unified Intelligence Center One license for each server.
Cisco CTI OS or CAD or Cisco Finesse CTI OS or CAD: User licenses included with selected tiers of Cisco Unified Contact Center Enterprise user licenses.

Finesse: User licenses included with selected tiers of Cisco Unified Contact Center Enterprise user licenses. One license for each server pair. One license for each Media Kit.

Cisco Unified Contact Center Management Portal User licenses included with selected tiers of Cisco Unified Contact Center Enterprise user licenses.
Cisco MediaSense Server licenses required for Primary and Secondary Servers. Expansion Server Software licenses required for extra capacity. Session licenses (base, and either audio or video) required for each user.
Cisco SocialMiner User license included with Unified CCE Premium Agent License. One server license for each SocialMiner server.
EIM/WIM One agent license for each concurrent user with different feature tiers. One server license for each Email Interaction Manager and Web Interaction manager application.

Third-party products

The following table lists the third-party software products that work with Cisco components to comprise a Unified CCE solution:

Software Version Notes
Microsoft Windows Server 2008 R2 Standard Edition Service Pack 1 For server applications
Microsoft SQL Server 2008 R2 x64 Standard Edition Service Pack 1 or Service Pack 2 For applications that contain a database
Windows 7 For Administration Client applications
Antivirus

One of:

  • Symantec Endpoint Protection 11.0/12.1
  • Trend Micro Server Protect version 5.7/5.8
  • McAfee VirusScan Enterprise 8.7i/8.8i
For all applications that run on the Windows platform
Web browsers

Internet Explorer 9

or

Mozilla Firefox 11

For Agent and Supervisor desktops and Cisco Unified Intelligence Center reports. Mozilla Firefox generally gives better results.

Note


To verify that Unified CCE supports your language and collation, check the Cisco Unified ICM/​Unified Contact Center Product and System Localization Matrix.


Before you begin an installation or upgrade of any part of your contact center, confirm the following:

  • That you have all the required software products.
  • That all the software versions are compatible with each other.
  • That all software versions are also compatible with all hardware and VMware.
Related References

Virtualization requirements

You run the Unified Contact Center Enterprise solution on VMware ESXi platform. This solution requires that you run the virtualized machines (VMs) on Cisco Unified Computing System (UCS) B-series or C-series servers, or Third-party servers.

You install the Unified CCE components after you configure the VMs.

The following requirements apply to VMWare on virtual machines for Unified CCE:

  • After you install the Unified CCE components on each VM, install VMware Tools using all the VMware Tool default settings. You require one license for VMware vSphere Standard or Enterprise ESXi for each host server.

    Note


    When you patch or upgrade the ESXi, also update the VMware Tools.


  • If you experience slow mouse performance, see the following Knowledge Base item on the VMware web site: Windows Display Driver Model.

Compatibility requirements

As part of the planning process, ensure that all hardware, Cisco software, third-party software, VMware, and firmware are compatible. Confirm that you meet all the following compatibility requirements:

For this compatibility information See

Hardware and Cisco software components

Unified Communications Virtualization Supported Applications

VMware and Cisco software components

Supported Versions of VMware vSphere ESXi

Required firmware

See the following:

VMWare Compatibility Guide

VMWare Compatibility for Specific Cisco Servers

Install and Upgrade Guides

Cisco software product intercompatibility

Note   

This point is important for upgrades that occur across multiple maintenance windows. Components that are upgraded in one maintenance window must interoperate with other components that are still at the previous version, until the full upgrade is completed.

Unified CCE Software Compatibility Matrix

Windows OS and SNMP

  • SNMP Service
  • SNMP MI Provider

See the following:

SNMP Guide for Cisco ICM/​Contact Center Enterprise & Hosted Editions

Serviceability Best Practices Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted