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 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, 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.
Release 10 requires Windows Server 2008 R2. Because Unified CCE releases before Release 8.5(2) do not support Windows Server 2008 R2, an upgrade from those releases requires a Technology Refresh upgrade. 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.
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 10.0
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Ensure that your server firmware is up-to-date with compatibility requirements; out-of-date firmware can result in obscure downstream problems after a seemingly successful upgrade.
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.
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.
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.
When you 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:
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.