Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(x)
Upgrade from Release 9.0(x)
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Upgrade from Release 9.0(x)

Contents

Upgrade from Release 9.0(x)

Prepare to Upgrade

You can upgrade to this Packaged CCE release from any version of Packaged CCE Release 9.0.

NTP Configuration

Packaged CCE has an increased dependence on time synchronization. Properly configuring NTP is critical for reliability of reporting data and cross-component communication. It's important to implement the requirements outlined in NTP and Time Synchronization.

Base Configuration

Before you upgrade to this release, refer to the Base Configuration chapter in the Appendix: Base Configuration Updates. You must manually add requirements that were added to the base configuration subsequent to the Packaged CCE 9.0(x) release from which you are upgrading.

System Requirements

This table shows hardware and software changes since Release 9.0(x). See also System Requirements for fresh installs.

Item Requirement
VMware Host

VMware vSphere ESXi must be at the latest release supported by the pre-upgrade version of Packaged CCE. Sides A and B must be on the same version.

Cisco Unified Communications Manager
  • Unified CM 9.1(1) and later maintenance releases
  • Unified CM 10.0(1) and later maintenance releases
Anti-virus software One of:
  • Symantec Endpoint Protection 12.1
  • Trend Micro Server Protect version 5.8
  • McAfee VirusScan Enterprise 8.8i
Software licenses
  • Upgrade Unified CVP license using the Cisco Product Upgrade tool (PUT)
  • Upgrade the Unified Communications Manager license using the Communications Manager interface.

Upgrade Sequence

In the same maintenance window, follow this sequence to upgrade all Packaged CCE components.

  1. Upgrade Cisco Finesse and run VM Settings Utility for Finesse
  2. Upgrade Unified CVP and run VM Settings Utility for CVP
  3. Upgrade Unified CCE Servers and run VM Settings Utility for Unified CCE
  4. Run the VM Settings utility for Unified Intelligence Center
  5. Validate deployment
  6. Upgrade Unified Intelligence Center
  7. Upgrade Unified Communications Manager and run VM Settings Utility for Communications Manager

Upgrade Cisco Finesse

Perform Upgrade

Before You Begin

You must perform the upgrade on the primary Finesse node first, and then on the secondary Finesse node.

Procedure
    Step 1   Perform a DRS backup on the primary Finesse server. To access the DRS application, direct your browser to https://IP address of Finesse server:8443/drf. For more information, see the online help provided with the DRS application.
    Important:

    If a problem occurs with the upgrade and you need to roll back to the previous version, you need the DRS backup to restore your system. If you do not use the DRS backup to restore your system, replication to the second Finesse node breaks and cannot be repaired.

    Step 2   Save your current layout configuration. Sign in to the Administration Console on the primary Finesse node (http://IP address or hostname of primary Finesse server/cfadmin). Copy the layout XML file from the Manage Desktop Layout gadget on the Desktop Settings tab and save it as a text file on your local system.
    Note   

    If you are currently running the default layout, the layout automatically upgrades to the new layout. If you decide to use the layout from the previous version, you can copy and paste to the Manage Desktop Layout gadget after the upgrade is complete.


    Upgrade Finesse from DVD/CD

    Procedure
      Step 1   SSH to your Finesse system and log in with the platform administration account.
      Step 2   From the CLI, run the command utils system upgrade initiate.
      Step 3   Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate command.
      Step 4   Mount the ISO image.
      Step 5   At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version.
      Step 6   After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO.
      Step 7   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.
      Step 8   Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname of Finesse server).
      Note   

      After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.

      Step 9   Repeat for the secondary Finesse server.

      What to Do Next

      If you want to restore a previous layout for the desktop, sign in to the Administration Console on the primary Finesse node. Copy and paste your saved layout XML into the Manage Desktop Layout gadget.

      Upgrade Finesse from a Remote File System


      Note


      While you are waiting for the Finesse upgrade to complete, you can begin upgrading the Unified CVP components.


      Procedure
        Step 1   SSH to your Finesse system and log in with the platform administration account.
        Step 2   From the CLI, run the command utils system upgrade initiate.
        Step 3   Choose SFTP or FTP.
        Step 4   Follow the instructions provided by the utils system upgrade initiate command.
        Step 5   Provide the location and credentials for the remote site.
        Step 6   At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version.
        Step 7   After the upgrade is complete, run the utility to update the VMware settings. See Upgrade VMware Settings Utility.
        Step 8   Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname of Finesse server).
        Note   

        After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.

        Step 9   Repeat for the secondary Finesse server.

        Upgrade Customer Voice Portal and CVP Reporting

        Pre-upgrade Tasks

        Procedure
          Step 1   Close all programs.
          Step 2   Stop any third-party services and applications that are running on the server.
          Step 3   Back up the C:\Cisco\CVP folder for all CVP components except the Operations Console node.
          Step 4   Back up the Operations Console as follows:
          1. Log in to Operations Console.
          2. On the Operations Console page, click System > Export System Configuration > Export.
          3. Manually copy the sip.properties file. (CVP Operations Console cannot export the sip.properties file.)
          4. Save the CVP-OpsConsole-Backup.zip file. Save the exported configuration and custom files on network storage media or a portable storage media.
          Step 5   Back up the log files in the following directories:
          • <CVP_HOME>\logs
          • <CVP_HOME>\lVXMLServer\logs
          • <CVP_HOME>\applications\<app_name>\logs

          Upgrade

          Upgrade Cisco Unified CVP Operations Console

          The default media files are overwritten during the Unified CVP upgrade. Customized media files, such as whisper announcements and agent greetings, are not overwritten; they retain the format they had in previous releases.

          Procedure
            Step 1   To retain the default media file format for this Unified CVP release, which is U-Law, skip Step 2 and proceed to Step 3.
            Step 2   If you are changing from the U-Law to A-Law format:
            1. Navigate to the C:\Cisco\CVP\conf location.
            2. In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at line 7 to enable the A-Law flag.
              Note   

              Ensure that you leave a space before and after the "=" sign.

            Step 3   From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run setup.exe.
            Step 4   Follow the instructions on the screen.
            Step 5   Restart the server.
            Step 6   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

            Upgrade Cisco Unified CVP Call Server

            When you upgrade the Unified CVP/VXML server, you must also upgrade Unified Call Studio to the same version.

            Procedure
              Step 1   From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe. Follow the prompts as the installer guides you through the upgrade process.
              Step 2   Restart the server.
              Step 3   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

              What to Do Next

              1. Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and Media.
              2. Use the Cisco IOS CLI command call application voice load <service_Name> to load the gateway download transferred files into the Cisco IOS memory for each Unified CVP service.
              3. Restore any backed-up third-party libraries.
              4. Re-license Unified CVP Servers with a license for the new version.

              Obtain and Apply Upgrade License

              The Unified CVP server and the Unified CVP Reporting Server require an updated license. The Operations Console runs without requiring a license.

              To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): http:/​/​tools.cisco.com/​gct/​Upgrade/​jsp/​index.jsp. If there is an entitlement to upgrade, the tool returns a Product Authorization Key (PAK), if not the tool displays the option to purchase a PAK.

              Your new license is sent to you by email.

              Save it locally so that you can transfer it using the Operations Console.

              Procedure
                Step 1   In the Operation Console, go to Bulk Administration > File Transfer > Licenses.
                Step 2   In the Device Association panel, select the device type from the drop-down list. For example select Unified CVP Reporting Server or CVP Call Server.
                Step 3   Move the objects you want to license from Available to Selected.
                Step 4   In the Licenses Files panel, select Select new file and then browse to the location where you saved the upgrade license.
                Step 5   Click Transfer.

                Upgrade Reporting Server

                Before You Begin
                • Back up the Informix database. Run C:\Cisco\CVP\bin\cvpbackup.bat. This backs up the database to E:\cvp-db-backup\cvp-backup-data.gz.
                • Turn off the scheduled purge. To do this, in the Active Tasks, double-click one of the Unified CVP tasks. Select all of the Unified CVP-related tasks, right-click, and choose Disable.
                • Ensure that Reporting Server is not part of any domain and is part of a workgroup. Add it to the domain after the upgrade, if necessary.
                Procedure
                  Step 1   Mount the Unified CVP ISO image, and run setup.exe.

                  The installer guides you through the upgrade process.

                  Step 2   On the password screen, enter the password, and click Upgrade.

                  Make a note of the password that you create during installation. This password is required when you log in to Reporting Server for configuration.

                  Step 3   Restart the Server.
                  Step 4   Restore the backed-up database to the upgraded Reporting Server.

                  To restore, run c:\cisco\cvp\bin\cvprestore.bat.

                  Step 5   If necessary, add the machine back to the domain.
                  Step 6   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                  Upgrade Gateway Cisco IOS Version

                  Do this for each gateway.

                  Procedure
                    Step 1   Copy the new image from the remote TFTP server into flash memory, making sure that you specify your own TFTP server's IP address and Cisco IOS filename.
                    Step 2   Verify that the new image was downloaded.
                    Step 3   Boot using the new image. Update the gateway config to boot using the new version.
                    Step 4   Reload the gateway to use the new image. See also http:/​/​www.cisco.com/​en/​US/​docs/​routers/​access/​as5350xm/​software/​configuration/​guide/​54ovr.html#wp1054418.

                    Upgrade Unified Contact Center Data Server and Call Server

                    Pre-upgrade tasks

                    Disable Configuration Changes

                    Procedure
                    To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call Server: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance.

                    Identify Passwords

                    The workflow for validating Packaged CCE PCCE-PAC-M1 and building the system inventory requires you to enter the usernames and passwords indicated below.

                    • VMHost for Side A
                    • VMHost for Side B
                    • AXL for Cisco Unified Communications Manager
                    • CVP CLI for Cisco Customer Voice Portal (by default, this is wsmadmin)
                    • Diagnostic Framework Portico for Cisco Contact Center Enterprise (must be the same on Side A and Side B Call Servers and Data Servers)

                    Download the Enhanced Database Migration Tool

                    EDMT is a wizard application used to upgrade the Unified CCE database. You run this tool when you upgrade the database on the Side A and Side B Data Servers and on any external AW-HDS-DDS servers.

                    Procedure
                      Step 1   Go to http:/​/​www.cisco.com
                      Step 2   Click Support.
                      Step 3   Click Downloads.
                      Step 4   Click Browse all Download Categories.
                      Step 5   In the Downloads Home > Products table, select Products > Customer Collaboraton > Contact Center > Cisco Unified Contact Center Enterprise.
                      Step 6   In the Select a Software type page, select Cisco Enhanced Data Migration Tool Software Releases and navigate to the current release.
                      Step 7   Select the EDMT zip file. Then click Download.
                      Step 8   Download the file to the Unified CCE Data Server on Side A.
                      Step 9   Repeat to download the EDMT file to the Unified CCE Data Server on Side B and to any external AW-HDS-DDS servers.

                      Upgrade Side A

                      Stop Services on Side A Data Server, Call Server, and External AWs

                      Before you begin the upgrade, click the Unified CCE Service Control icon from the desktops. Stop all services on the Side A Call Server, the Side A Data Server, and any external AWs, and change to Startup to Manual.

                      Upgrade Data Server Databases

                      Procedure
                        Step 1   Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.

                        Refer to the Microsoft instructions at http:/​/​msdn.microsoft.com/​en-us/​library/​ms187510(v=sql.100).aspx.

                        Step 2   From your download location, open EDMT and click Next.
                        Step 3   Select Common Ground and click Next.
                        Step 4   Click Yes to acknowledge the warning message.
                        Step 5   Select the database: <instanceName>_SideA or <instanceName>_SideB.
                        Step 6   Click Next.
                        Step 7   Click Start Migration.
                        Step 8   Click Yes to confirm that you are sure.
                        Step 9   After EDMT has completed the logger database migration, exit EDMT.

                        Run Setup for the Data Server

                        Procedure
                          Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                          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   If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
                          Step 6   Click OK on any informational messages that display.
                          Step 7   Click Install.
                          Step 8   Reboot the server when the upgrade completes.
                          Step 9   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                          Run Setup for the Cisco Unified CCE Call Server

                          Procedure
                            Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                            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   If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.
                            Step 6   If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are complete. If you are not upgrading CTI OS Server, reboot is optional.
                            Step 7   Run the utility to update the VMware settings (see Upgrade VMware Settings Utility) only if you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the Unified CCE and CT IOS Server upgrades are complete.

                            Run Setup for Cisco CTI OS Server

                            This step is required only if CTI OS is installed.

                            Procedure
                              Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                              Step 2   Start the CTIOS installer for this release and follow the prompts.
                              Step 3   If prompted, apply a Maintenance Release.
                              Step 4   Click Upgrade All.
                              Step 5   Click Yes.
                              Step 6   Click Yes to reboot when the setup completes.
                              Step 7   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                              Shut Down Services on Side B and Any External AW-HDS-DDS

                              Before you bring up Side A, use the Unified CCE Service Control tool to shut down services as follows:
                              • Packaged CCE Data Server on Side B.
                              • Packaged CCE Call Server on Side B.
                              • Any external AW-HDS-DDS servers.

                              Start Side A and Verify Operation

                              Manually start services on the Packaged CCE Side A Call Server and Data Server.

                              Verify that Side A is working by placing a call and making sure it is successfully delivered to an agent.

                              Upgrade Side B

                              Upgrade Data Server Databases

                              Procedure
                                Step 1   Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.

                                Refer to the Microsoft instructions at http:/​/​msdn.microsoft.com/​en-us/​library/​ms187510(v=sql.100).aspx.

                                Step 2   From your download location, open EDMT and click Next.
                                Step 3   Select Common Ground and click Next.
                                Step 4   Click Yes to acknowledge the warning message.
                                Step 5   Select the database: <instanceName>_SideA or <instanceName>_SideB.
                                Step 6   Click Next.
                                Step 7   Click Start Migration.
                                Step 8   Click Yes to confirm that you are sure.
                                Step 9   After EDMT has completed the logger database migration, exit EDMT.

                                Run Setup for the Data Server

                                Procedure
                                  Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                                  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   If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
                                  Step 6   Click OK on any informational messages that display.
                                  Step 7   Click Install.
                                  Step 8   Reboot the server when the upgrade completes.
                                  Step 9   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                                  Run Setup for the Cisco Unified CCE Call Server

                                  Procedure
                                    Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                                    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   If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.
                                    Step 6   If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are complete. If you are not upgrading CTI OS Server, reboot is optional.
                                    Step 7   Run the utility to update the VMware settings (see Upgrade VMware Settings Utility) only if you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the Unified CCE and CT IOS Server upgrades are complete.

                                    Run Setup for Cisco CTI OS Server

                                    This step is required only if CTI OS is installed.

                                    Procedure
                                      Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                                      Step 2   Start the CTIOS installer for this release and follow the prompts.
                                      Step 3   If prompted, apply a Maintenance Release.
                                      Step 4   Click Upgrade All.
                                      Step 5   Click Yes.
                                      Step 6   Click Yes to reboot when the setup completes.
                                      Step 7   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                                      Start Side B

                                      Procedure
                                      Start the Side B Call Server and the Side B Data Server services.

                                      Upgrade external AW-HDS-DDS

                                      Upgrade External AW-HDS-DDS Database

                                      If there are no external AW-HDS-DDSs, proceed to Post-upgrade tasks.

                                      Procedure
                                        Step 1   Use the Microsoft SQL backup and restore utility to create a backup copy of the database: <instancename>_hds.

                                        Refer to the Microsoft instructions at http:/​/​msdn.microsoft.com/​en-us/​library/​ms187510(v=sql.100).aspx.

                                        Step 2   Using Unified CCE Service Control, stop all Unified CCE services on the external AW-HDS-DDS and change to Startup to Manual.
                                        Step 3   From your download location, open EDMT and click Next.
                                        Step 4   Select Common Ground and click Next.
                                        Step 5   Click Yes to acknowledge the warning message.
                                        Step 6   Select the <instanceName>_hds database
                                        Step 7   Click Start Migration.
                                        Step 8   Click Yes to confirm that you are sure.
                                        Step 9   After EDMT has completed, exit EDMT.

                                        Run Setup for the External AW-HDS-DDS

                                        Procedure
                                          Step 1   Mount the ISO. See Mount and Unmount ISO Files.
                                          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   If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
                                          Step 7   Click Install.
                                          Step 8   Reboot when the upgrade is complete.
                                          Step 9   Manually restart services.

                                          Post-upgrade tasks

                                          Re-enable Configuration Changes

                                          Perform this step on one side only. It is automatically replicated to the other side.
                                          Procedure
                                            Step 1   To enable configuration changes during the upgrade, set the following registry key to 0 on the Side <A/B> Call Routers: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router<A/B>\Router\CurrentVersion\Configuration\Global\DBMaintenance
                                            Step 2   Confirm that configuration changes are enabled by attempting to save a configuration change.

                                            The configuration change should be successful.


                                            Set Services to Automatic

                                            Repeat the following procedure on the Side A Call Server, Side A Data Server, Side B Call Server, and Side B Data Server, and on the external AW-HDS-DDS machines if you have them.

                                            Procedure
                                              Step 1   Click Unified CCE Service Control.
                                              Step 2   On the ICM/CCE/CCH Service Control dialog box, click each service and changes the startup to Automatic.

                                              Install New Language Pack

                                              Run the Utility to Update Cisco Unified Intelligence Center

                                              Before you validate and before you upgrade Cisco Unified Intelligence Center, you must run the utility to update the VMware settings on all nodes. See Upgrade VMware Settings Utility.

                                              Validate System and Build System Inventory

                                              Procedure
                                                Step 1   On the Data Server, navigate to https:<Data Server IP Address>/cceadmin.
                                                Step 2   Click System > Deployment.

                                                The Configure Deployment page shows errors that the VM host information is missing. This is expected.

                                                Step 3   Enter fields for the IP address and the Username and Password for the VMware hosts for Side A and Side B. Then click Next.
                                                Step 4   On the Specify Side A CM Information dialog box:
                                                • For an on-box Unified Communications Manager, select Unified CM Publisher from the drop-down menu. Then enter the AXL Username and Password for that VM.
                                                • For an external Unified Communications Manager deployment, enter the Unified CM Publisher Name and IP address. Then enter the AXL Username and Password.
                                                Step 5   On the Specify CVP Ops Console Server Information dialog, enter the CLI Username and Password for the Web Services manager. Then click Next.
                                                Step 6   At the Specify Unified CCE Data Server Information page, enter the Username and Password for the Unified CCE Diagnostic Framework Service and then click Next.

                                                These credentials must be for a domain user who is a member of the Config security group for the instance, and valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and the Side A and B Unified CCE Call Servers).

                                                This opens a Congratulations screen.

                                                Step 7   Click Finish.

                                                This opens the System Inventory page.


                                                Upgrade Unified Intelligence Center

                                                Upgrade

                                                About Upgrades

                                                The upgrade takes less than one hour, and you can install upgrade software on your server while the system continues to operate.

                                                Before starting the software upgrade, back up your system data using the Disaster Recovery system application. To access the DRS application, direct your browser to https://IP address of Intelligence Center:8443/drf. For more information, see the online help provided with the DRS application.

                                                Upgrade and restart the Controller node first. Then upgrade and restart the members. All nodes must be on the same version of Unified Intelligence Center.

                                                Your configuration information migrates automatically to the upgraded version in the active partition.

                                                Download Upgrade File

                                                Procedure
                                                  Step 1   Point your browser to the Download Software page for Cisco Unified Intelligence Center: http:/​/​software.cisco.com/​download/​type.html?mdfid=282163829&i=rm, and click the Unified Intelligence Center Software link.
                                                  Step 2   Navigate to the folder and subfolder for the release you want.
                                                  Step 3   Select the Unified Intelligence Center installer .iso file and click Download.
                                                  Step 4   Click Log in.

                                                  Upgrade Cisco Unified Intelligence Center from DVD/CD

                                                  Procedure
                                                    Step 1   SSH to your Unified Intelligence Center system and log in with the platform administration account.
                                                    Step 2   Mount the ISO image: Mount and Unmount ISO Files
                                                    Step 3   From the CLI, run the command utils system upgrade initiate.
                                                    Step 4   Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate command.
                                                    Step 5   At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version.
                                                    Step 6   After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO: Mount and Unmount ISO Files
                                                    Step 7   Sign in to verify that the upgrade was successful.
                                                    Step 8   Repeat for the subscriber.
                                                    Step 9   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                                                    Upgrade Cisco Unified Intelligence Center from a Remote File System

                                                    Procedure
                                                      Step 1   SSH to your Cisco Unified Intelligence Center system and log in with the platform administration account.
                                                      Step 2   From the CLI, run the command utils system upgrade initiate.
                                                      Step 3   Choose SFTP or FTP.
                                                      Step 4   Follow the instructions provided by the utils system upgrade initiate command.
                                                      Step 5   Provide the location and credentials for the remote site.
                                                      Step 6   At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version.
                                                      Step 7   Sign in to verify that the upgrade was successful.
                                                      Step 8   Repeat for the subscriber.
                                                      Step 9   Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.

                                                      Upgrade Unified Communications Manager

                                                      Pre-upgrade Tasks

                                                      Before you upgrade Cisco Unified Communications Manager, you must:

                                                      Upgrade

                                                      Upgrade Cisco Unified Communications Manager from DVD/CD

                                                      Upgrade the publisher node first. Then upgrade the subscribers.

                                                      Procedure
                                                        Step 1   SSH to your Cisco Unified Communications Manager system and log in with the platform administration account.
                                                        Step 2   From the CLI, run the command utils system upgrade initiate.
                                                        Step 3   Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate command.
                                                        Step 4   Mount the ISO image: Mount and Unmount ISO Files.
                                                        Step 5   At the Automatically switch versions if the upgrade is successful prompt, type yes.
                                                        Step 6   After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO: mount-iso-10
                                                        Step 7   Verify on the sign-in screen that the upgrade was successful.
                                                        Step 8   When the upgrade for the publisher is complete, repeat for the two subscribers.

                                                        Upgrade Cisco Unified Communications Manager from a Remote File System

                                                        Procedure
                                                          Step 1   SSH to your Cisco Unified Communications Manager system and log in with the platform administration account.
                                                          Step 2   From the CLI, run the command utils system upgrade initiate.
                                                          Step 3   Choose SFTP or FTP.
                                                          Step 4   Follow the instructions provided by the utils system upgrade initiate command.
                                                          Step 5   Provide the location and credentials for the remote site.
                                                          Step 6   At the Automatically switch versions if the upgrade is successful prompt, type yes.
                                                          Step 7   Verify on the sign-in screen that the upgrade was successful.
                                                          Step 8   When the upgrade for the publisher is complete, repeat for the two subscribers.

                                                          Switch Software Version

                                                          After you upgrade Unified Communications Manager, verify that the active software version is the version to which you upgraded. If that version is inactive, switch versions following the directions in this procedure.

                                                          When you switch versions, the system restarts, and the inactive software becomes active. The system restart may take up to 15 minutes.

                                                          You must switch the publisher node first.


                                                          Caution


                                                          This procedure causes the system to restart and become temporarily out of service.


                                                          Procedure
                                                            Step 1   Log in to Cisco Unified Communications Operating System Administration from https://<Unified Communications Manager machine name>/cmplatform.
                                                            Step 2   Select Settings > Version.
                                                            Step 3   Verify the version of the active software and the inactive software.
                                                            Step 4   If the active version is not the version to which you upgraded, do the following:
                                                            1. Select Switch Versions to switch versions and restart the system.
                                                            2. Run the utility to update the VMware settings. See Upgrade VMware Settings Utility.
                                                            3. Repeat for the subscriber on Side A and the subscriber on Side B.

                                                            Upgrade JTAPI on the Call Server

                                                            If you upgrade Unified Communications Manager, you must also upgrade the JTAPI client that resides on the Side A and Side B Call Servers.

                                                            You install the new JTAPI client using the Unified Communications Manager Administration application.

                                                            Procedure
                                                              Step 1   Uninstall the old JTAPI client from each Call Server:
                                                              1. Stop PG1A/PG1B.
                                                              2. Go to Control Panel > Programs.
                                                              3. Uninstall the JTAPI client, following all prompts.
                                                              Step 2   To launch the Unified Communications Manager Administration application, enter the following URL in a Web browser on each Call Server: https://<Unified Communications Manager machine name>/ccmadmin.
                                                              Step 3   Enter the username and password that you created when you installed and configured Unified Communications Manager.
                                                              Step 4   Select Application > Plug-ins.
                                                              Step 5   Click Find to see the list of applications.
                                                              Step 6   Click the download link next to Cisco JTAPI 32-bit client for Windows.
                                                              Step 7   Choose Run this program from its current location. Click OK.
                                                              Step 8   If a Security Warning box appears, click Yes to install.
                                                              Step 9   When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications Manager Publisher. Click Next.
                                                              Step 10   Choose Next or Continue through the remaining setup windows. Accept the default installation path.
                                                              Step 11   Click Finish and start the PGs.

                                                              License

                                                              Upgrade License

                                                              Before You Begin

                                                              Generate the license using this procedure: Generate and Register License

                                                              Procedure
                                                                Step 1   Unzip the license file from the email message.
                                                                Step 2   Launch Unified Communications Manager in a browser (http://<IP Address of CUCM Publisher>).
                                                                Step 3   Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
                                                                Step 4   Under Other Fulfillment Options, select Fulfill Licenses from File.
                                                                Step 5   Click Browse and locate your license file.
                                                                Step 6   Click Install and close the popup window.
                                                                Step 7   Navigate to Product Instances. Delete any old instances. Then click Add.
                                                                Step 8   Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
                                                                Step 9   Select Product type of Unified CM.
                                                                Step 10   Click OK.
                                                                Step 11   Click Synchronize Now.

                                                                Upgrade VMware Settings Utility

                                                                Run this utility during upgrade for ESXi host servers that are not active.

                                                                This tool validates and updates the VMs as follows:
                                                                • Ensures the VM is powered on.
                                                                • Updates VMware Tools, if necessary.
                                                                • Changes the VMware Operating System setting to match that of the Operating System of the Guest VM, if necessary.
                                                                • Changes the VM Memory Allocation setting to match the Packaged CCE specifications, if necessary.
                                                                • Changes the network adapter type on Cisco Unified Communications Manager, CCE, and CVP VMs to supported types, if necessary.
                                                                • Changes the network adapter type on the Finesse VMs to supported types, if necessary.
                                                                • Removes external persistent routes and re-adds them after the NICs are changed.
                                                                Before You Begin

                                                                All Virtual Machines must be powered on and must have VMware tools installed.

                                                                Procedure
                                                                  Step 1   Download the UpgradeVMwareSettings zip file from the Packaged Contact Center Enterprise Deployment Scripts link on the Packaged CCE Download Software page (http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm). Extract the zip file locally.
                                                                  Step 2   From the command line, run java -jar UpgradeVMwareSettings-10.0.jar
                                                                  Step 3   Enter the IP address of the Side A or Side B ESXi host.
                                                                  Step 4   Enter the username and password for root-level access to the ESXi host. This displays a list of all VMs on that host. You see a summary of all Virtual Machines, listed by number, with a message that indicates if and what the tool needs to fix.
                                                                  Step 5   Enter the number of the server you want to update. You must update one VM at a time. The results of the conversion process appear on the screen and are stored in the results directory in the vmwareConversion.log.
                                                                  Step 6   If you are updating a Windows server, enter the username and password of the VM.
                                                                  Step 7   After running the update on the Call Server or Data Server, ensure that the network binding order is correct.

                                                                  If the tool was unable to set the correct binding order, this message will appear on the console and in the log: The Utility is unable to fix the binding order for the network. See the procedure on binding order in Configure Network Adapters for Call Server and Data Server.