The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This chapter discusses in more detail the upgrade sequence for all the contact center components configured in specific deployment models for Cisco Unified Communications System Release 9.0(1).
Upgrade procedures for individual components are not described in this document, because they are available in individual component upgrade documents. See the Related compatibility documentation section at the end of this chapter for the appropriate upgrade documents and their URLs.
Note |
Many of the contact center component names have changed as part of Cisco Unified Communications System releases. Only the latest product names are used in this document, even when referencing products from previous releases. |
Note |
The following upgrade strategies are recommendations only, as no formal upgrade testing was done for the UC 9.0 system release. |
Upgrade procedures should be specifically tailored for each of the deployment models in the contact center test environment, because it is possible that each site includes different components.
Detailed information about these contact center deployment models at the different sites is available at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc861/Review_Tested_Deployment_Models.html
Listed in this section are the various deployment models tested in the Cisco Unified Communications contact center test environment:
Compare these deployments to your specific deployment to best understand the upgrade process that is applicable in your environment. The following section provides the general upgrade sequence for the various contact center components in the different deployment models.
After you determine the general upgrade sequence, depending on the base release set in your network, use one of the upgrade strategies discussed in Component upgrades to upgrade your components. Additional upgrade procedures for contact center components are discussed in Contact Center test bed upgrades.
In the single-site model, be aware of the following upgrade sequence for the components:
In the multisite centralized model, the central site is typically upgraded in conjunction with the remote sites.
In the central site, be aware of the following upgrade sequence for the components:
In the multisite distributed model, be aware of the following upgrade sequence for the components in each cluster site and any small remote sites as listed in the Multisite centralized upgrade model section.
Note |
Treat the upgrade of each cluster site as a separate stage in the overall system upgrade process. |
In the Clustering over the WAN (CoW) model, be aware of the following upgrade sequence for the components in the central sites first where CoW is implemented and any remote sites as listed in the Multisite centralized upgrade model section.
Note |
Upgrade clustered components in the same upgrade period and stage at each of the central sites. Other components in the central sites must be upgraded in conjunction with the remote sites. |
Once you have reviewed the general upgrade sequence for your specific deployment model, perform your upgrades based on the following upgrade strategies:
See System upgrade planning for detailed information about the above upgrade strategies and System upgrade preparation for the software release versions of the components involved in the upgrade. For more information about the number of seats in these various types of sites, see System upgrade planning.
The upgrade path available for upgrading contact center components is defined in System upgrade planning. For components that are new to the target release and that you may want to install, see New components and features in target release set.
See Related compatibility documentation for a list of URLs to component-specific release notes and installation and upgrade documents. When performing the upgrade of each component, see the product-specific upgrade document for the relevant release for detailed information.
Note |
Some of the listed components might not apply to your specific installed base. Therefore, if there is an application, component, or feature listed that you do not already have installed in your environment, you need not upgrade them. |
The contact center test sites are set up as two separate test beds:
The single-stage upgrade process is recommended for small single-site and multisite installations and can be performed in a single maintenance window. This enables you to upgrade all the components in a brief period of time with no loss of functionality.
See System upgrade preparation for the software release versions of the components involved in the upgrade. Based on your environment and the base release set deployed in your network, upgrade the components in the order listed in the following table.
Peripheral Gateways1, Unified Contact Center Gateway Enterprise (Unified CCGE) |
|
Cisco Unified Communications Manager IM and Presence Service (formerly Cisco Unified Presence)2 |
|
Unified IP Phones firmware (if needed) including ATA and 6608 |
|
Unified Contact Center Express3 |
|
Cisco MediaSense |
31 |
Cisco Finesse |
32 |
SocialMiner |
33 |
Cisco and third-party applications resident on other servers |
|
A multistage system upgrade is the recommended approach for medium and large single-site and medium multisite installations. In this upgrade process, components are grouped together for upgrading in several stages or maintenance windows. Within each maintenance window, there is a recommended order for upgrading each component.
The grouping of the components into the stages may vary depending on the size of the networks being upgraded. For smaller networks, one or more stages may be collapsed into a single maintenance window. For larger networks, some stages may require multiple maintenance windows.
After each maintenance window, we recommend that you verify that the operation of all basic and critical call types remains unaffected before you initiate the next upgrade stage listed in the table. See detailed information about the upgrade exit criteria and procedures for verifying component interoperability for each stage in Multistage system upgrade verification. We also recommend that you maintain a list to track the components that have been upgraded and the ones yet to be upgraded.
See System upgrade preparation for the software release versions of the components involved in the upgrade. Based on your environment and the base release set deployed in your network, upgrade the components in the order listed in the following table for an upgrade from base release set 8.5(1) to 9.0(1).
Verify the following exit criteria for Stage 1: |
|||
Verify the following exit criteria for Stage 2:
|
|||
Verify the following exit criteria for Stage 3: |
|||
Verify the following exit criteria for Stage 4: |
|||
Verify the following exit criteria for Stage 5: |
|||
Verify the following exit criteria for Stage 6: |
|||
The following components should be upgraded first and in the order listed below:
The following components may be upgraded in any order after completing the above upgrades: |
Verify the following exit criteria for Stage 7: |
||
|
Verify the following exit criteria for Stage 8: |
||
Cisco and third party Applications resident on other servers |
|||
Note |
After upgrading the existing components, install any new components and then remove any obsolete or end-of-life components from your system. |
Note |
After upgrading the existing components, install any new components and then remove any obsolete or end-of-life components from your system. |
Components that are upgraded in each stage must interoperate with components that have been upgraded in a previous stage as well as with components that have yet to be upgraded in subsequent stages to ensure the overall operation of the network.
Therefore it is important to verify this interoperability as well as check that basic call service has not been adversely affected during multistage system upgrade operations. This section provides detailed information about the verification procedures as you exit each system upgrade stage.
The following table provides exit criteria you need to execute after completing each system upgrade stage.
After upgrading core routers and switches, verify the following:
After upgrading Cisco Catalyst 6500 Services Switch and Cisco Adaptive Security Appliance, verify the following:
After upgrading the Cisco IOS gatekeeper and the Cisco Unified Border Element Gateway, verify the following:
After upgrading Cisco Aironet Access Point 1240AG, verify the following:
After upgrading Cisco IOS-based transcoders and conference bridges, verify the following:
After upgrading network management components, verify the following:
After upgrading the Unified ICME Support Tools Server, verify the following:
After upgrading the Cisco Unified Intelligent Contact Management Enterprise Rogger/Progger, verify the following:
After upgrading the Real Time AW/HDS software, verify the following:
After upgrading the Peripheral, VRU and MRPG gateways, verify the following:
Step 1 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Ensure that the peripheral is running properly on the upgraded gateway by verifying call flows, CTI desktops and other applications, Outbound Option, etc. |
Step 3 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 4 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
After upgrading the Unified CCGE and Unified SCCG, verify the following:
Step 1 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Ensure that the peripheral is running properly on the upgraded gateway by verifying call flows, CTI desktops and other applications, Outbound Option, etc. |
Step 3 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 4 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
Note |
Cisco Unified System Contact Center Enterprise (Unified SCCE) is supported in Unified CCE Release 8.5(1); however, there is no separate Unified SCCE Release 8.5(1). If you request features that are in Release 8.5(1), you must migrate all Unified SCCE deployments to Unified CCE deployments. For more information on the migration from Unified SCCE Release 8.0(2) to Unified CCE 8.5(1), see Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 8.0(1a) at: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/installation/guide/icm80ug.pdf |
After upgrading the CTI OS and CAD Servers, verify the following:
Step 1 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 3 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
Step 1 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 3 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
After upgrading the Cisco Telephony Integration Object Server (CTI OS) and CAD agent client software, verify the following:
Step 1 | Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 3 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
Step 4 | Check that agents are still able to log in and answer calls. |
After upgrading the remote agent CAD desktop, verify the following:
Step 1 | Ensure that basic calls and call functionality such as transfers, conferences, call treatment and queuing by Unified IP IVR, etc.) are working properly. |
Step 2 | Verify that all previously registered endpoint devices have re-registered correctly. |
Step 3 | Check that no exceptions, errors, or unexpected events have occurred or found in the log buffer. |
Step 4 | Check that remote CAD agents are still able to log in and answer calls. |
After upgrading Unified Communications Manager, verify the following:
Step 1 | Verify that no error messages have occurred during the upgrade process. |
Step 2 | Check the upgrade log file for any errors. |
Step 3 | Start all first node and subsequent node servers. |
Step 4 | Verify that there is no replication failure between the first node and subsequent node servers. |
Step 5 | Verify that SIP and SCCP IP Phones are registered with Unified Communications Manager. |
Step 6 | Ensure that the following devices are configured correctly: gatekeeper, MGCP, H.323 gateways, trunks, and CTI route points. |
Step 7 | Ensure that the media resources (conference bridges, MTP and transcoders) are configured correctly by checking their status. |
Step 8 | Verify if the end users are able to connect to their CTI managers. |
Step 9 | Check if the license usage is correct as reported in the License Unit Report. |
Step 10 | Check if services on all servers in the cluster are up. |
Step 11 | Perform the Unified Communications Manager first node and subsequent node process verification using the following Real Time Monitoring Tool feature verification process: |
After upgrading Cisco Unified Communications Manager IM and Presence Service , verify the following:
Step 1 | Verify that no error messages have occurred during the upgrade process. |
Step 2 | Check the upgrade log file for any errors. |
Step 3 | Verify the Static Route configuration. |
Step 4 | Check if the license usage is correct as reported in the License Unit Report. Using the Real Time Monitoring Tool, check if the CPU usage is consistent over 5 minutes without any spikes. |
After upgrading Cisco Security Agent (CSA) Management Console, verify the following:
Step 1 | Ensure that basic functionality of call flows that previously worked before the upgrade work the same and operate normally. |
Step 2 | Check if the previous configuration still exists after the upgrade. |
Step 3 | Check if access to the console is still available. |
Step 4 | Check if all managed devices are visible. |
After upgrading Cisco Unified IP Phones, verify the following:
Step 1 | Verify that the phones are upgraded to the target firmware images as indicated in the Unified Communications Manager. |
Step 2 | Verify access to the Corporate Directories in the Unified IP Phones. |
Step 3 | Verify that Unified IP Phone services such as Fast Dial, Extension Mobility, and so on, are working properly. |
Step 4 | Check if Unified Personal Communicator is able to control IP hard phones. |
Step 1 | Verify that error messages did not display during the upgrade process. |
Step 2 | Check the upgrade logs for error messages. |
Step 3 | Ensure that the Unified CVP Operations, Administration, Monitoring and Provisioning (OAMP) Web interface is available for use. |
Step 4 | Use the diagnostic page at http://<CVPHOST>:8000/cvp/diag to verify the status of the Unified CVP system. |
Step 5 | Ensure that the Unified CVP Voice Browser is registered with the H.323 gatekeeper. |
Step 6 | Check that the H.323 gatekeeper for Unified CVP Server is registered as an H.323 endpoint. |
Step 7 | Verify that the appropriate voice prompt is heard when the call is made. |
Step 8 | Ensure that the Unified CVP license is properly installed. |
Step 1 | Verify that no error messages have occurred during the upgrade process. |
Step 2 | Check the upgrade log file for any errors.Verify if all required services are operational after the upgrade. |
Step 3 | Verify if JTAPI is upgraded to the proper version and it is properly connected and synchronized to Unified Communications Manager. |
Step 4 | Check if all CTI Ports are registered with Unified Communications Manager. |
Step 5 | Check if all CTI Route Points are registered with Unified Communications Manager. |
Step 6 | Check if a prompt is heard when a call is made. |
Step 7 | Perform Telephony Synchronization and ensure that it is successful. |
Step 8 | If you are using a CAD desktop, ensure that the desktop auto upgrades to the version bundled with Unified IP IVR. |
Step 9 | Log in to IP Phone Agent, CAD Agent and CRSADMIN, and ensure that all the logins are successful. |
Step 10 | Make an inbound call and ensure that the call is presented to Ready Agent. |
Step 11 | If it is dual node, ensure one node is the Master while other node is in Slave state. |
The following sections list compatibility guides and installation documentation for Cisco Unified Communications System components:
For information about support for legacy products and third-party product interoperability with Cisco Unified Communications contact center products, see the Cisco Interoperability Portal at:
For compatibility and interoperability information about Unified Communications Manager, Unified Contact Center Enterprise, Unified IP IVR and other Cisco Unified Communications contact center products, see the following sites:
The following table provides a listing of contact center components and URLs for related component release notes and installation and upgrade documents. These URLs link to webpages that list various release versions of these documents. Review the appropriate documents based on the release versions of the components in your base and target release sets.
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_installation_guides_list.html |
|
Cisco Unified Communications Manager IM and Presence Service (formerly Cisco Unified Presence) |
http://www.cisco.com/en/US/products/ps6837/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps6837/prod_installation_guides_list.html |
http://www.cisco.com/en/US/products/ps10475/prod_release_notes_list.html |
||
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html |
|
Cisco Unified Contact Center Express and Cisco Unified IP IVR |
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps524/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/sw/custcosw/ps14/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps14/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/sw/custcosw/ps427/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/custcosw/ps427/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps9755/prod_release_notes_list.html |
||
http://www.cisco.com/en/US/products/ps6535/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps6535/prod_installation_guides_list.html |
|
Cisco MediaSense |
http://www.cisco.com/en/US/products/ps11389/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps11389/prod_installation_guides_list.html |
Cisco Finesse |
http://www.cisco.com/en/US/products/ps11324/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps11324/prod_installation_guides_list.html |
Cisco SocialMiner |
http://www.cisco.com/en/US/products/ps11349/prod_release_notes_list.html |
— |
http://www.cisco.com/en/US/products/ps10477/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps10477/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps6120/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps6120/tsd_products_support_install_and_upgrade.html |
|
http://www.cisco.com/en/US/products/sw/secursw/ps5057/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/sw/secursw/ps5057/tsd_products_support_install_and_upgrade.html |
|
http://www.cisco.com/en/US/products/hw/routers/ps380/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/routers/ps380/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps5854/prod_installation_guides_list.html |
||
Cisco Integrated Services Routers (ISR) 2901, 2911, 2921, 2951 |
— |
— |
http://www.cisco.com/en/US/products/hw/routers/ps341/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/routers/ps341/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/hw/routers/ps274/prod_installation_guides_list.html |
||
http://www.cisco.com/en/US/products/hw/univgate/ps505/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/univgate/ps505/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps5855/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps5855/prod_installation_guides_list.html |
|
Cisco 3900 Series Routers |
— |
http://www.cisco.com/en/US/products/ps10536/prod_installation_guides_list.html |
http://www.cisco.com/en/US/products/ps9890/prod_installation_guides_list.html |
||
http://www.cisco.com/en/US/products/hw/switches/ps5023/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/switches/ps5023/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/hw/switches/ps708/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/switches/ps708/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps10453/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps10453/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps10451/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps10451/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/hw/phones/ps379/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/hw/phones/ps379/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps10326/prod_release_notes_list.html |
||
http://www.cisco.com/en/US/products/ps6521/prod_release_notes_list.html |
http://www.cisco.com/en/US/products/ps6521/prod_installation_guides_list.html |
|
http://www.cisco.com/en/US/products/ps10592/prod_release_notes_list.html |