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

Upgrade

Upgrade overview

Unified CCE redundant Central Controller upgrade flow

The Unified CCE central controller consists of the Logger, Router, and Administration & Data Server. When upgrading the Unified CCE portion of your contact center, the central controller is upgraded before the other Unified CCE components. While one side (Side A or B) of the redundant system is being upgraded, the other side (Side A or B) operates in stand-alone mode.

For redundant systems, the general flow for upgrading the Unified CCE central controller is as follows:

  1. Upgrade the Logger, Router, and Administration & Data Server on Side A.
  2. Bring Side A into service and verify the operation. Side B is brought down as Side A is coming into service.
  3. Upgrade the Logger, Router, and Administration & Data Server on Side B.
  4. Bring Side B into service and verify that duplexed operation begins.

Update VM properties

Rather than recreate the VMs from the new version of the OVA, you can manually update the VM properties to match the new OVA. After you upgrade the vSphere ESXi and before you upgrade the Unified CCE components, update the properties of each VM to match the appropriate OVA, as follows:

  1. Determine the version of the OVA from which you created the VM.
  2. Update the properties of each VM to match the properties of the appropriate OVA. Check the Virtualization DocWiki for descriptions of each OVA.
  3. Stop the VM.
  4. Edit the properties of the VM to match the properties from the new version of the OVA. Save your changes.
  5. Restart the VM.

Caution


Be careful when you upgrade the virtual machine network adapters. Done incorrectly, this upgrade can compromise the fault tolerance of your contact center.


For version-specific information on the VM properties in an OVA, see the following Virtualization DocWiki pages:

SQL security hardening

You can optionally apply SQL security hardening when running the installer. If your company employs custom security policies, bypass this option. Most other deployments benefit from SQL security hardening.

Upgrade tools

During the upgrade process, use the following tools as required:

  • ICM-CCE-CCHInstaller—The main Unified CCE Installer. It copies all files into relevant folders, creates the base registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft .NET Framework. You cannot run the installer remotely. Launch the installer from a local DVD drive, or copy it to a local machine.
    • Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to create new databases, modify or delete existing databases, and perform limited SQL Server configuration tasks.
    • Domain Manager—Used to provision Active Directory.
    • Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
    • Peripheral Gateway Setup—Used to set up PGs, the CTI OS server, and the Outbound Option dialer.
  • AdminClientInstaller—Installs the Administration Client on a system that is not running other Unified CCE components. The AdminClientInstaller is delivered on the installation media with the installer.
  • Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration Client Instances. The Administration Client Setup is delivered on the installation media with the installer.
  • Enhanced Database Migration Tool (EDMT)—A wizard application that is used for all upgrades to migrate the HDS, Logger, and BA databases during the upgrade process. Back up your databases before running this tool. The EDMT displays status messages during the migration process, including warnings and errors. Warnings are displayed for informational purposes only and do not stop the migration. On the other hand, errors stop the migration process and leave the database in a corrupt state. If an error occurs, restore the database from your backup, fix the error, and run the tool again. You can download the EDMT from Cisco.com.

    Note


    The installer, not the EDMT, upgrades the AW database for the Administration & Data Server.


  • User Migration Tool—A standalone Windows command-line application that is used for all upgrades that involve a change of domain. The tool imports the previously exported user accounts into the target domain during the upgrade. You can download the User Migration tool from Cisco.com.
  • Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the source machine during the preupgrade process. The output of the tool is required on the destination machine when running the Unified CCE Installer during the upgrade process. You can download the Regutil tool from Cisco.com.

Common Ground upgrade task flow

For the Unified CCE core components, there is a general flow for redundant systems to ensure that contact center operation continues during the entire upgrade process. Sides A and B are brought down, upgraded, tested, and brought back up in a sequence that ensures continuous operation of the contact center.

For Common Ground upgrades, perform the following upgrade tasks:

Task See
Agent and supervisor desktops

Upgrade Finesse

Cisco Finesse Installation and Upgrade Guide

Queuing and self-service components
Upgrade Cisco Unified Customer Voice Portal* Installation and Upgrade Guide for Cisco Unified Customer Voice Portal
Infrastructure and media resource components
Upgrade voice and data gateways Upgrade voice and data gateways
Reporting server
Upgrade Cisco Unified Intelligence Center server

Installation and Upgrade Guide for Cisco Unified IntelligenceCenter

Unified CCE Central Controller and Administration & Data Server components
Bring down Side A Logger, migrate Logger database, and upgrade Logger Migrate Unified CCE Logger database and upgrade Logger
Bring down Side A Call Router, and upgrade Upgrade Unified CCE Call Router
If necessary, point Side B Logger and Call Router to temporary Administration & Data Server, upgrade Administration & Data Server connected to Side A Migrate HDS database and upgrade the Unified CCE Administration & Data Server
Bring Side A Logger and Call Router into service, bring down Side B Logger and Call Router Bring upgraded Side A into service
Migrate Side B Logger database and upgrade Logger Migrate Unified CCE Logger database and upgrade Logger
Upgrade Side B Call Router Upgrade Unified CCE Call Router
Bring Side B Call Router into service and verify operation Verify operation of upgraded Side B Call Router and Logger
Bring Side B Logger into service and verify operation
If necessary, point Side B Logger and Call Router to temporary Administration & Data Server, upgrade Administration & Data Server connected to Side B Migrate HDS database and upgrade the Unified CCE Administration & Data Server
Upgrade Cisco Unified Intelligence Center reporting templates

Installation and Upgrade Guide for Cisco Unified IntelligenceCenter

Upgrade Unified Contact Center Management Portal(Unified CCMP) Installation Guide for Cisco Unified Contact Center Management Portal
Upgrade Administration Client Upgrade Unified CCE Administration Client
Database Performance Enhancement Database performance enhancement
Unified CCE Peripheral Gateways and associated components
Upgrade PGs Upgrade Peripheral Gateways
Upgrade Outbound Option Dialer Upgrade Outbound Option Dialer

Upgrade CTI server

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

Upgrade Cisco Agent Desktop server

Cisco CAD Installation Guide

Upgrade Cisco Unified Contact Center Management Portal

Upgrading Dual Sided Unified CCMP

Upgrade Cisco Unified Web and E-Mail Interaction Manager Cisco Unified Web and E-Mail Interaction Manager Upgrade Guide
Upgrade Remote Silent Monitor Cisco Remote Silent Monitoring Installation and Administration Guide
Desktop client components

Upgrade CTI OS Agent and Supervisor Desktops

or

Upgrade Cisco Agent Desktops

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

or

Cisco CAD Installation Guide

Call processing components
Upgrade Cisco Unified Communications Manager

Upgrade Guide for Cisco Unified Communications Manager

Upgrade (uninstall and reinstall) the JTAPI client on the Cisco Unified Communications Manager PG Upgrade Cisco JTAPI Client on the Unified Communications Manager PG
Media recording components
Upgrade MediaSense Installation and Administration Guide for Cisco MediaSense

*If you are using IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP IVR.

Technology Refresh upgrade task flow

For the Unified CCE core components, there is a general flow for redundant systems; Sides A and B are brought down, upgraded, tested, and brought back up in sequence. That sequence ensures the operation of the contact center during the entire upgrade process.

For Technology Refresh upgrades, perform the following upgrade tasks:

Task See
Agent and supervisor desktops
Upgrade Finesse

Cisco Finesse Installation and Upgrade Guide

Queuing and self-service components
Upgrade Cisco Unified Customer Voice Portal*

Installation and Upgrade Guide for Cisco Unified Customer Voice Portal

Infrastructure and media resource components
Upgrade voice and data gateways Upgrade voice and data gateways
Reporting server
Upgrade Cisco Unified Intelligence Center server

Installation and Upgrade Guide for Cisco Unified Intelligence Center

Unified CCE Central Controller and Administration & Data Server components
Bring down Side A Logger, migrate Logger database, and upgrade Logger Migrate the Logger database and upgrade the Logger
Bring down Side A Call Router, and upgrade Upgrade Unified CCE Call Router
If necessary, point Side B Logger and Call Router to temporary Administration & Data Server, upgrade Administration & Data Server connected to Side A Migrate HDS database and upgrade Unified CCE Administration & Data Server
Bring Side A Logger and Call Router into service, bring down Side B Logger and Call Router Bring upgraded Side A into service
Migrate Side B Logger database and upgrade Logger Migrate the Logger database and upgrade the Logger
Upgrade Side B Call Router Upgrade Unified CCE Call Router
Bring Side B Call Router into service and verify operation Verify operation of upgraded Side B Call Router and Logger
Bring Side B Logger into service and verify operation.
If necessary, point Side B Logger and Call Router to temporary Administration & Data Server, upgrade Administration & Data Server connected to Side B Migrate HDS database and upgrade the Unified CCE Administration & Data Server
Upgrade Cisco Unified Intelligence Center reporting templates

Installation and Upgrade Guide for Cisco Unified Intelligence Center

Upgrade Cisco Unified Contact Center Management Portal

Upgrading Dual Sided Unified CCMP

Upgrade Administration Client Upgrade Unified CCE Administration Client
Database Performance Enhancement Database performance enhancement
Unified CCE Peripheral Gateways and associated components
Upgrade PGs Upgrade Peripheral Gateways
Upgrade Outbound Option Dialer Upgrade Outbound Option Dialer

Upgrade CTI server

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

Upgrade Cisco Agent Desktop server

Cisco CAD Installation Guide

Upgrade Cisco Unified Web and E-Mail Interaction Manager Cisco Unified Web and E-Mail Interaction Manager Upgrade Guide
Upgrade Remote Silent Monitor Cisco Remote Silent Monitoring Installation and Administration Guide
Desktop Client components

Upgrade CTI OS Agent and Supervisor Desktops

or

Upgrade Cisco Agent Desktops

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

or

Cisco CAD Installation Guide

Call Processing components
Upgrade Cisco Unified Communications Manager

Upgrade Guide for Cisco Unified Communications Manager

(Install) the JTAPI client on the Cisco Unified Communications Manager PG Upgrade Cisco JTAPI Client on the Unified Communications Manager PG
Media Recording components
Upgrade MediaSense Installation and Administration Guide for Cisco MediaSense

*If you are using IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP IVR.

Common ground upgrade tasks

The following section provides instructions about upgrading the virtual environment and the Unified CCE components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Common Ground upgrade task flow.

Upgrade VM network adapters from E1000 to VMXNet 3

Procedure
    Step 1   Record the public and private network settings, including the IP addresses, Subnet masks, Default Gateway, DNS, Persistent Static Routes, and so on.
    Important:

    You need these values to recreate the configurations on the new virtual machine network adapters.

    Step 2   Stop the Unified CCE services. The services cannot be active during reconfiguration of the network adapters.
    Step 3   Disable the E1000 public network adapter.
    Step 4   Disable the E1000 private network adapter, if the VM has a PG, Router, or Logger.
    Step 5   Remove the persistent static routes from Windows Server 2008 R2 on the VM. For more information about persistent static routes, see the Staging Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted.
    Step 6   Add the VMXNet 3 public network adapter:
    1. Select Edit Settings from the VM context menu.
    2. Click Add on the Hardware tab.
    3. Select Ethernet Adapter in the Device Type page and click Next.
    4. Select VMXNet 3 from the Adapter Type drop-down list and click Next.
    5. Select the public network port group from the Network label drop-down list and click Finish.
    Step 7   Add the VMXNet 3 private network adapter to VMs for PGs, Routers, and Loggers:
    1. Select Edit Settings from the VM context menu.
    2. Click Add on the Hardware tab.
    3. Select Ethernet Adapter in the Device Type page and click Next.
    4. Select VMXNet 3 from the Adapter Type drop-down list and click Next.
    5. Select the private network port group from the Network label drop-down list and click Finish.
    Step 8   Apply the network settings that you recorded in Step 1 from the E1000 public and private network adapters to the VMXNet 3 public and private network adapters.
    Step 9   Enable the VMXNet 3 public and private network adapters.
    Step 10   Add the persistent static routes to the Windows Server 2008 R2 on the VM.
    Step 11   Remove the E1000 public network adapter:
    1. Select Edit Settings from the VM context menu.
    2. Select the E1000 public network adapter on the Hardware tab.
    3. Click Remove and then click Finish.
    Step 12   Remove the E1000 private network adapter from VMs for PGs, Routers, and Loggers:
    1. Select Edit Settings from the VM context menu.
    2. Select the E1000 private network adapter on the Hardware tab.
    3. Click Remove and then click Finish.
    Step 13   Use traceroute to test the connectivity for the public and private networks.
    Step 14   Re-enable the Unified CCE services.

    Migrate Unified CCE Logger database and upgrade Logger

    Upgrading the Logger involves disabling configuration changes during the upgrade, migrating the Logger database, installing the new software, and setting up the new Logger using the Web Setup tool.

    If you use Outbound Option, you migrate the associated BaA database during this procedure.

    Before You Begin

    Before you perform this procedure, ensure that you have disabled configuration changes.

    Procedure
      Step 1   Using Unified CCE Service Control, stop all Unified CCE services on the Logger and change to Manual Start.
      Step 2   Open the EDMT and click Next.
      Step 3   Select Common Ground and click Next.
      Step 4   Review or change the information that is displayed as required and click Start Migration.
      Step 5   Click Yes on the warning message that displays.
      Step 6   Exit the EDMT.
      Step 7   If Outbound Option is deployed, to migrate the BaA database, reopen the EDMT and click Next.
      Step 8   Select Common Ground and click Next.
      Step 9   Review or change the information that is displayed as required and click Start Migration.
      Step 10   Exit the EDMT.
      Step 11   Launch the ICM-CCE-CCHInstaller and click Next.
      Step 12   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
      Step 13   (Optional) Select SQL Server 2008 Security Hardening and click Next.
      Step 14   Click OK on any informational messages that display.
      Step 15   Click Install.
      Step 16   Reboot the server when the upgrade completes.

      Upgrade Unified CCE Call Router

      Procedure
        Step 1   Using Unified CCE Service Control, stop all Unified CCE services on the Call Router and change to Manual Start.
        Step 2   Reboot the Call Router virtual machine.
        Step 3   Launch the ICM-CCE-CCHInstaller and click Next.
        Step 4   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
        Step 5   Click OK on any informational messages that display.
        Step 6   Click Install.
        Step 7   Reboot the server when the upgrade completes.

        Migrate HDS database and upgrade the Unified CCE Administration & Data Server

        The deployment of the Administration & Database Server determines which tools to use for an upgrade:

        • For an AW-only deployment, the EDMT is not required; the ICM-CCE-CCHInstaller completes the upgrade.
        • For any deployment that involves an HDS database, use the EDMT to migrate the HDS database before running the installer.
        Procedure
          Step 1   For HDS-related deployments, launch the EDMT and click Next. Select Common Ground and click Next. Review or change the information that is displayed as required and click Start Migration. Click Yes on the warning message that displays. Exit the EDMT.
          Step 2   Launch the ICM-CCE-CCHInstaller and click Next.
          Step 3   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
          Step 4   (Optional) Select SQL Server 2008 Security Hardening and click Next.
          Step 5   Click OK on any informational messages that display.
          Step 6   Click Install.
          Step 7   Reboot the server when the upgrade completes.

          Upgrade Peripheral Gateways

          You can upgrade different Peripheral Gateways (PGs) within a contact center within different maintenance windows. However, upgrade all PGs that reside on the same virtual machine and their redundant PGs (Side A and corresponding Side B) during the same maintenance window.

          The following dependencies occur when upgrading the Unified Communications Manager PG:

          • If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Unified Communications Manager PG.
          • If your contact center uses Outbound Option, upgrade any Outbound Option Dialers that are associated with Unified Communications Manager PGs at the same time.
          • When you upgrade the Unified Communications Manager application, upgrade the JTAPI client that is associated with the Unified Communications Manager PG at the same time.
          Procedure
            Step 1   If any Unified CCE services are running, use Unified CCE Service Control to stop all Unified CCE services and change to Manual Start.
            Step 2   Launch the ICM-CCE-CCHInstaller and click Next.
            Step 3   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
            Step 4   Click OK on any informational messages that display.
            Step 5   Click Install.
            Step 6   Reboot the server when the upgrade completes.

            Related References

            Upgrade Outbound Option Dialer

            During the upgrade, information about which contacts were called and which need to be called is lost for in-process outbound campaigns. Plan the timing of the upgrade accordingly.

            Procedure
              Step 1   Launch the ICM-CCE-CCHInstaller and click Next.
              Step 2   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
              Step 3   (Optional) Select SQL Server 2008 Security Hardening and click Next.
              Step 4   Click OK on any informational messages that display.
              Step 5   Click Install.
              Step 6   Reboot the server when the upgrade completes.
              Step 7   Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.

              Upgrade Unified CCE Administration Client

              Procedure
                Step 1   Launch the AdminClientInstaller and click Next.
                Step 2   (Optional) To apply any Maintenance Releases, click Browse, and navigate to the Maintenance Release software. Click Next.
                Step 3   Click OK on any informational messages that display.
                Step 4   Click Install.
                Step 5   Reboot the server when the upgrade completes.

                Technology Refresh upgrade tasks

                The following section provides instructions about upgrading Unified CCE components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Technology Refresh upgrade task flow.

                Migrate the Logger database and upgrade the Logger

                To upgrade the Logger, migrate the Logger database and the Outbound Option BaA database (if deployed), import the Cisco registry information, install the new software, and set up the new Logger using the Web Setup tool.

                If you use Outbound Option, you migrate the associated BaA database during this procedure.

                Procedure
                  Step 1   Use Unified CCE Service Control to stop all Unified CCE services on the Logger.
                  Step 2   Open the EDMT from the server that hosts the upgraded Logger and click Next.
                  Step 3   Select Technology Refresh and click Next.
                  Step 4   Review or change the information displayed as required and click Start Migration.
                  Step 5   Exit the EDMT.
                  Step 6   If Outbound Option is deployed, to migrate the BaA database, reopen the EDMT and click Next.
                  Step 7   Select Technology Refresh and click Next.
                  Step 8   Review or change the information displayed as required and click Start Migration.
                  Step 9   Exit the EDMT.
                  Step 10   Launch the ICM-CCE-CCHInstaller and click Next.
                  Step 11   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
                  Step 12   (Optional) Select SQL Server 2008 Security Hardening and click Next.
                  Step 13   Select Technology Refresh and click Next.
                  Step 14   Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
                  Step 15   Click OK on any informational messages that display.
                  Step 16   Click Install.
                  Step 17   Reboot the system after the upgrade completes.
                  Step 18   Open the Web Setup tool from the Installer dialog box or desktop shortcut.
                  Step 19   Edit the instance as necessary.

                  For a domain change, change the domain of the instance. Additionally, you might need to change the facility or instance number as required.

                  Step 20   Edit the Logger component as necessary.

                  If the registry now references out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

                  Step 21   Use Unified CCE Service Control to set all Unified CCE services on the new Logger to Manual Start.

                  Upgrade Unified CCE Call Router

                  To upgrade the Call Router, import the Cisco registry information, install the new software, and set up the new Call Router using the Web Setup tool.

                  Procedure
                    Step 1   Launch the ICM-CCE-CCHInstaller and click Next.
                    Step 2   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
                    Step 3   Select Technology Refresh and click Next.
                    Step 4   Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
                    Step 5   Click OK on any informational messages that display.
                    Step 6   Click Install.
                    Step 7   Reboot the server when the upgrade completes.
                    Step 8   Open the Web Setup tool from the Installer dialog box or desktop shortcut.
                    Step 9   Edit the instance as necessary.

                    For a domain change, change the domain of the instance. Additionally, you might need to change the facility or instance number as required.

                    Step 10   Edit the Call Router component as necessary.

                    If the registry now references out-of-date network interface names or IP addresses for the public and private networks for the router, update this information.

                    Step 11   Use Unified CCE Service Control to set all Unified CCE services on the new Call Router to Manual Start.

                    Migrate HDS database and upgrade Unified CCE Administration & Data Server

                    To upgrade the Administration & Data Server, migrate the HDS database (if applicable, Non-HDS configurations do not require this action), install the new software, and set up the new Administration & Data Server using the Web Setup tool.

                    The Installer upgrades the AW database that is associated with the Administration & Data server. The EDMT does not upgrade the AW database.

                    Procedure
                      Step 1   Use Unified CCE Service Control to stop all Unified CCE services on the server.
                      Step 2   For Administration & Data Server configurations with an HDS database, open the EDMT and click Next. For non-HDS Server configurations, go to Step 6.
                      Step 3   Select Technology Refresh and click Next.
                      Step 4   Review or change the information displayed as required, highlight the HDS database, and click Start Migration.
                      Step 5   Exit the EDMT.
                      Step 6   Launch the ICM-CCE-CCHInstaller and click Next.
                      Step 7   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
                      Step 8   (Optional) Select SQL Server 2008 Security Hardening and click Next.
                      Step 9   Select Technology Refresh and click Next.
                      Step 10   Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
                      Step 11   Click OK on any informational messages that display.
                      Step 12   Click Install.
                      Step 13   Reboot the server when the upgrade completes.
                      Step 14   Open the Web Setup tool from the Installer dialog box or desktop shortcut.
                      Step 15   Edit the instance as necessary.

                      For a domain change, change the domain of the instance. Additionally, you might need to change the facility or instance number as required.

                      Step 16   Edit the Administration & Data Server component as necessary.

                      If the registry now references out-of-date network interface names or IP addresses for the public and private networks for the server, update this information.

                      Step 17   Use Unified CCE Service Control to set all Unified CCE services on the new Administration & Data Server to Manual Start.

                      Upgrade Peripheral Gateways

                      You can upgrade different Peripheral Gateways (PGs) within a contact center at different times within different maintenance windows. However, upgrade all PGs that reside on the same virtual machine and redundant PGs (Side A and corresponding Side B) during the same maintenance window.

                      The following dependencies occur when upgrading the Unified Communications Manager PG:

                      • If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Unified Communications Manager PG.
                      • If your contact center uses Outbound Option, upgrade any Outbound Option Dialers associated with Unified Communications Manager PGs at the same time.
                      • If the Unified Communications Manager application is upgraded, upgrade the JTAPI client associated with the Unified Communications Manager PG at the same time.
                      Procedure
                        Step 1   Use Unified CCE Service Control to stop all Unified CCE and CTI OS (if applicable when upgrading the Unified Communications Manager PG) services on the PG server. Change the services to Manual Start.
                        Step 2   Launch the ICM-CCE-CCHInstaller and click Next.
                        Step 3   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
                        Step 4   Select Technology Refresh and click Next.
                        Step 5   Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

                        The registry information for the Unified Communications Manager PG also contains information for the CTI OS server (if applicable).

                        Step 6   Click OK on any informational messages that display.
                        Step 7   Click Install.
                        Step 8   Reboot the system after the upgrade completes.
                        Step 9   After reboot, open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and make any necessary changes. See the "Install" section of this document for specific information.

                        If the registry now references out-of-date network interface names or IP addresses for the public and private networks for the PG, update this information.


                        Upgrade Outbound Option Dialer

                        To upgrade the Outbound Option Dialer, import the Cisco registry information, install the new software, and set up the new Dialer using the PG Setup tool.

                        Before You Begin

                        You must have previously migrated the BaA database during the Side A Logger upgrade.

                        Procedure
                          Step 1   Use Unified CCE Service Control to stop all Unified CCE services on the Dialer.
                          Step 2   Launch the ICM-CCE-CCHInstaller and click Next.
                          Step 3   (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.
                          Step 4   Select Technology Refresh and click Next.
                          Step 5   Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
                          Step 6   Click OK on any informational messages that display.
                          Step 7   Click Install.
                          Step 8   Reboot the system after the upgrade completes.
                          Step 9   Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.
                          Step 10   Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.

                          Upgrade Unified CCE Administration Client

                          For Technology Refresh upgrades, perform a fresh installation for the Administration Client. See the "Install" section of this document for details.

                          Common upgrade tasks

                          The following section provides instructions about upgrading Unified CCE components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Common Ground upgrade task flow and the Technology Refresh upgrade task flow.

                          Upgrade voice and data gateways

                          Perform the following procedure on each machine that hosts gateways that are used for TDM ingress, Outbound Option dialer egress, and VXML processing.

                          Procedure
                            Step 1   For VXML gateways only, perform this step. For all other gateways, proceed to the next step.

                            Run the #copy tftp flash <IP Address> <filename>.bin command to copy the flash from a remote machine to the gateway.

                            Step 2   Run the #sh flash command to check the version.
                            Step 3   Run the following commands in order:
                            1. #conf t
                            2. #no boot system flash: <old image>
                            3. #boot system flash: <new image>
                            4. #wr
                            5. #reload
                            Step 4   Run the #sh version command to verify that the new version shows in the gateway.

                            Bring upgraded Side A into service

                            After the Side A Unified CCE Logger, Call Router, and Administration & Data Server are upgraded, follow this procedure to bring Side A into service.

                            Procedure
                              Step 1   Use Unified CCE Service Control to stop all Unified CCE services and shut down all non-upgraded Administration & Data Servers and the Side B Call Router and Logger. Start the upgraded side.
                              Step 2   Manually start the Unified CCE services on the Side A Call Router and Logger, and the upgraded Administration & Data Server. Verify the following basic operations of the Side A Central Controller categories:
                              Category Operation
                              General
                              • Setup logs indicate no errors or failure conditions
                              • AD domain has all users
                              • Schema upgrade is successful for all databases (no loss of data integrity or loss of data)
                              • All component services start without errors
                              • Calls are successfully processed
                              Call Router
                              • The Rtsvr logs indicate that the upgraded Administration & Data Server has connected successfully
                              Logger
                              • Recovery process not required, no activity other than process start up
                              • Users are in correct domain
                              • Configuration information is passed to Call Router
                              • Replication process begins when HDS comes online
                              Administration & Data Server
                              • The updateAW process logs indicate that the Administration & Data Server is waiting for work
                              • Replication process begins with no errors 1
                              Security
                              • Specified users are able to use configuration manager
                              Script Editor
                              • Previous settings for users are present when application is opened
                              • Validate All script yields the same results that the preupgrade test yielded
                              • You can open, edit, delete, or create new scripts
                              ICMDBA
                              • Import/Export functionality is present
                              • Database space allocation and percent used are correct
                              1

                              During replication, data from Config_Message_Log table is replicated from Logger database to AW database. A purge mechanism is also introduced for Config_Message_Log table in AW Database. The default retention period is set to 90 days. To change the retention period, modify the following registry key:

                              Cisco Systems, Inc.\ICM\<instancename>\Distributor\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog

                              Step 3   Use Unified CCE Service Control to set the Unified CCE services to Automatic Start on each of the upgraded Unified CCE components.
                              Warning   

                              Call processing is impacted until the next three steps are completed, and therefore they must be executed at an appropriate preplanned time.

                              At this time, default networking should occur.

                              Step 4   Use the Unified CCE Service Control to stop the services on the Side B Logger and the Side B Call Router, and all Administration & Data Servers.
                              Step 5   Configure all other Unified CCE components (PGs, gateways, NAMs, multimedia components) to connect to the upgraded Side A Logger and Side A Call Router.
                              Step 6   Use Unified CCE Service Control to start the services on the upgraded Side A Logger and Side A Call Router. Start the processes on the Administration & Data Server once its upgrade process is complete at any point at or after this step.
                              Step 7   Verify production system operation while running with the upgraded Side A Call Router and Side A Logger.

                              Verify operation of upgraded Side B Call Router and Logger

                              Procedure
                                Step 1   Before bringing Side B into service, manually synchronize Logger B to Logger A using ICMDBA.
                                Step 2   Start the Side B Call Router and Logger services.

                                As each node starts up, it searches for the other server components and attempts to register with them. If you completed the ICM-CCE-CCHInstaller and network testing successfully, no major errors should occur.

                                To verify whether a process is up, use the Diagnostic Framework Portico ListProcess option, available through the Unified CCE Tools shortcut that is created by the installer.

                                In order to add configuration data, the Central Controller and Administration & Data Servers must be running. The Unified CCE software loads the Unified CCE Service Control Tool on the desktop of each server and is used to control the services that are loaded on that machine.

                                Verify that the Unified CCE processes have no errors:

                                Category Operation
                                Call Routers
                                • Router: Running and synchronized with peer.
                                • Rtsvr: Indicates no connectivity to Administration & Data Server at this time.
                                Loggers
                                • Logger: Connected to its respective database and synchronized with peer. MDS is in service.
                                • Replication: No connectivity to Administration & Data Server HDS at this time.
                                Step 3   Use Unified CCE Service Control to start the Unified CCE services. Verify that the Unified CCE processes have no errors:
                                   
                                Call Routers
                                • Router: Running and synchronized with peer.
                                • Ccagent: In service but not connected to any peripheral gateways.
                                • Rtsvr: Feed activated to Administration & Data Server.
                                Loggers
                                • Logger: Connected to its respective database and synchronized with peer. MDS is in service.
                                • Replication: Connected to the Administration & Data Server.
                                Administration & Data Server
                                • Updateaw: Displays "Waiting for new work."
                                • Iseman: Listen thread waiting for client connection. (Exists only if Internet Script Editor is configured.)
                                • Replication: Replication and recovery client connection initialized. 2
                                2
                                Note   

                                During replication, data from Config_Message_Log table is replicated from Logger database to AW database. A purge mechanism is also introduced for Config_Message_Log table in AW Database. The default retention period is set to 90 days. To change the retention period, modify the following registry key:

                                Cisco Systems, Inc.\ICM\<instancename>\Distributor\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog

                                Step 4   Validate the following settings from the system diagram for the Production Environment and make the required changes before you place the systems in production:

                                1. Clear event logs.
                                2. Remove any media from drives.
                                3. Ensure that all services are set to Manual Start. Services are not set to Automatic Start until after the implementation testing in the production environment.
                                Step 5   Use Unified CCE Service Control to start the Unified CCE services on the new Side B Call Router and Logger.

                                If possible, after data synchronization is complete between the Loggers, cycle the Unified CCE services on the Side A Call Router and Side A Logger and verify that Side B takes over and that the system continues to operate normally.

                                Step 6   Verify overall system operation.
                                Step 7   Enable configuration changes.
                                1. Set the following registry key to 0 on the Side A and Side B Call Routers of the system: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router<A/B>\Router\CurrentVersion\Configuration\Global\DBMaintenance
                                2. Verify that configuration changes can be made.
                                3. Sign in to Unified CCE Administration and use the Configure Deployment tool to select the deployment type.
                                Step 8   Upgrade any other Administration & Data Servers and/or HDSs using the steps documented in Administration & Data Server (formerly AW) upgrade procedures.

                                Upgrade Cisco JTAPI Client on the Unified Communications Manager PG

                                If you upgrade Unified Communications Manager in the contact center, also upgrade the JTAPI client that resides on the Unified Communications Manager PG. To upgrade the JTAPI client, uninstall the old version of the client and reinstall a new version. You install the JTAPI client using the Unified Communications Manager Administration application.

                                Before You Begin

                                You must have uninstalled the old JTAPI client from the Unified Communications Manager PG before you perform this procedure.

                                Procedure
                                  Step 1   To launch the Unified Communications Manager Administration application, enter the following URL in a Web browser on the server that hosts the Unified Communications Manager: https://<Unified Communications Manager machine name>.
                                  Step 2   Enter the username and password that you created when you installed and configured Unified Communications Manager.
                                  Step 3   Select Application > Install Plug-ins.
                                  Step 4   Click the icon next to Cisco JTAPI for Windows.
                                  Step 5   Choose Run this program from its current location. Click OK.
                                  Step 6   If a Security Warning box appears, click Yes to install.
                                  Step 7   Choose Next or Continue through the remaining setup windows. Accept the default installation path.
                                  Step 8   Click Finish and reboot the system.

                                  Database performance enhancement

                                  After you perform a Common Ground or a Technology Refresh upgrade, follow the procedure listed below to enhance the performance of the database. This is a one-time process and must be run only on the Logger and AW-HDS databases during a maintenance window.

                                  Performance enhancement of Logger database

                                  You must perform this procedure on Side A and Side B of the Logger database.

                                  Procedure
                                    Step 1   Use the Unified CCE Service Control to stop the Logger service.
                                    Step 2   From the command prompt, run the RunFF.bat file which is located in the <SystemDrive>:\icm\bin directory.
                                    Step 3   Proceed with the application of fill factor to ICM databases. Note: Based on the size of the database, it will take several minutes to several hours to apply fill factor to the database. For example, it will take anywhere between two and three hours for a 300 GB HDS. After the process is completed, the log file is stored in <SystemDrive>\temp\<DatabaseName>_Result.txt.
                                    Step 4   Use the Unified CCE Service Control to start the Logger service.

                                    Troubleshooting Tips
                                    See the RunFF.bat/help file for more information.


                                    Performance enhancement of AW-HDS database

                                    Procedure
                                      Step 1   Use the Unified CCE Service Control to stop the Distributor service.
                                      Step 2   From the command prompt, run the RunFF.bat file which is located in the <SystemDrive>:\icm\bin directory.
                                      Step 3   Proceed with the application of fill factor to ICM databases. Note: Based on the size of the database, it will take several minutes to several hours to apply fill factor to the database. For example, it will take anywhere between two and three hours for a 300 GB HDS. After the process is completed, the log file is stored in <SystemDrive>\temp\<DatabaseName>_Result.txt.
                                      Step 4   Use the Unified CCE Service Control to start the Distributor service.

                                      Troubleshooting Tips
                                      See the RunFF.bat/help file for more information.