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

Upgrade overview

Multistage upgrades and maintenance windows

A Unified CCE solution upgrade likely involves a multistage process; components are grouped in several stages for upgrading. At each stage in the upgrade, the upgraded components must interoperate with components that have not yet been upgraded to ensure the overall operation of the contact center. Therefore, it is important to verify this interoperability during the planning stages of the upgrade.

Before upgrading a production system, perform the upgrade on a lab system that mirrors your production system to identify potential problems safely.

The following table details the required sequence for upgrading Unified CCE solution components, and the minimum component groupings that must occur together within one stage. Follow each stage to completion within one maintenance window. Each maintenance window must accommodate any testing required to ensure system integrity and contact center operation.

You can combine more than one complete stage into a single maintenance window, but you cannot break any one stage into multiple maintenance windows.

Upgrade the components that apply to your Unified CCE contact center as follows:

Stage Component Group Components Notes
1 Agent and supervisor desktops
  • Cisco Finesse

If you use the CTI OS or the Cisco Agent Desktops, you must upgrade them in a later window.

2 Queuing and self-service*
  • Cisco Unified Customer Voice Portal (CVP) (Operations Console, Reporting Server, Call Server/VXMLServer, Unified Call Studio)
 
3 Gateways
  • IOS Gateways (If used for ingress access only. If used for Outbound Option Dialer, see Stage 6.)
  • CVP VXML Gateways
 
4 Reporting server
  • CUIC server
If upgraded without upgrading reporting templates at the same time, is backwards compatible with previous Central Controller version.
5 Central Controller
  • Unified CCE Router
  • Unified CCE Logger
  • Admin & Data server (AW/HDS/DDS)
  • CUIC Reporting Templates
  • CCMP
  • Administration Client
Side A and Side B can be upgraded in different maintenance windows, but all central controller components on one side must be upgraded together.
6 Peripherals
  • Agent (Unified Communications Manager) PG or System PG, plus
    • CTI Server
    • CTI OS Server
    • Outbound Option Dialer and SIP IOS Gateway
    • Remote Silent Monitor
  • VRU PG (if collocated with Agent PG on VM)
  • MR PG (if collocated with Agent PG on VM), plus
    • EIM/WIM
  • Unified CCE Gateway PG (if collocated with Agent PG on VM)

Everything that resides on one virtual machine must be upgraded together.

You can have many PGs located on different virtual machines. Each PG virtual machine can be upgraded in its own maintenance window.

7 Peripherals
  • MR PG (if not collocated with Agent PG on VM), plus
    • EIM/WIM
  • VRU PG (if not collocated with Agent PG on VM)
  • Unified CCE Gateway PG (if not collocated with Agent PG on VM)
  • CRM connector

You can have many PGs located on different virtual machines. Each PG virtual machine can be upgraded in its own maintenance window.

8

(Recursive, see Notes)

Agent desktop client software
  • CTI OS (Agent/Supervisor Desktops)

or

  • CAD (Agent/Supervisor Desktops)

You can have many desktops, located in many different sites. You can upgrade CTI OS or CAD desktops in multiple maintenance windows; the later upgrade stages are not dependent on the completion of this stage.

9 Call Processing
  • Cisco Unified Communications Manager (Unified Communications Manager)
  • JTAPI on Agent (Unified Communications Manager) PG
 
Any (See Notes) Media Recording
  • MediaSense
MediaSense is a standalone application that can be upgraded at any time after IOS Gateway upgrades.

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

Unified CCE Contact Center upgrade flowcharts

The following diagram illustrates the solution-level upgrade flow for a Cisco Unified Contact Center Enterprise solution upgrade.



The following diagrams illustrate the stages of the component-level upgrade flows for a Cisco Unified Contact Center Enterprise solution upgrade. Each diagram covers one of the stages. The letter at the end of each flow indicates the start of the next flow that you should perform.























Data migration considerations

For Technology Refresh upgrades, have the fastest possible network (gigabit through one network switch) between the source and the destination machines. Use of a crossover cable is not supported because it lacks buffer memory and can cause data loss.

To reduce data migration time, consider reducing the database size by taking the following steps:

  • Remove redundant records, especially call detail records (RCD, RCV, TCD, and TCV tables). However, be aware that removing records affects the availability of historical reports; knowledge of the HDS schema is required.
  • Purge the Logger database of all data that is already replicated to the HDS (25 GB or less).
  • Use more efficient hardware, especially on I/O subsystems:
    • RAID 1 + 0
    • I/O Cache – more is better

Enable the Tempdb log to expand up to 3 GB.

Silent upgrade

There are situations where a silent upgrade is preferable to running an installation wizard. You can run a silent installation when performing a fresh install or an upgrade.

For information, see the Installation section of this document.

Uninstallation

Unified CCE supports the uninstall option from the Windows Add/Remove option. This option removes the patches, base version files, and the related registry. The option also removes Unified CCE component software installed by the ICM-CCE-CCHInstaller.

However, it does not remove the following:

  • CTI OS Server
  • Java Runtime Environment
  • Microsoft .NET Framework
  • Unified CCE databases

Reinstallation is also supported. To reinstall, rerun the ICM-CCE-CCHInstaller.

After you upgrade Unified CCE to a new version, you cannot rollback to a previous version. The option to rollback is only available with maintenance releases.