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
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 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.
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
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
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
paths for Common Ground upgrades are:
from Release 8.5(2) onward that use Windows Server 2008 R2 to Release 10.0
Release 9.x to
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.
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server firmware is up-to-date with compatibility requirements; out-of-date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
Technology Refresh upgrades when you upgrade your hardware as well as your
Cisco software and supporting third-party software.
paths for Technology Refresh upgrades are:
Release 8.x to
Release 9.x to
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.
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.
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.
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.
requirements apply to VMWare on virtual machines for Unified CCE:
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.
patch or upgrade the ESXi, also update the VMware Tools.
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:
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