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Cisco Unified Communications Manager (CallManager)

Upgrading Cisco CallManager Release 3.1(4b)

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Table Of Contents

Upgrading Cisco CallManager Release 3.1(4b)

Contents

Conventions

Locating Related Cisco CallManager Documentation

Frequently Asked Questions about the Cisco CallManager Upgrade

From which versions of Cisco CallManager can I upgrade to Cisco CallManager Release 3.1(4b)?

How long does it take to upgrade a cluster?

Which server in the cluster do I upgrade first?

How does the upgrade work?

Will I experience call-processing interruptions and a loss of services during the upgrade?

May I use Terminal Services to remotely upgrade the cluster?

What tasks should I perform before I upgrade the cluster?

What additional information should I know before I upgrade?

What tasks should I perform after the upgrade?

Obtaining Device Default Load Information for Cisco CallManager Release 3.0

Backing Up Cisco CallManager Data and Preserving the Hard Drives

Performing the Cisco CallManager Release 3.1 Upgrade

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Installing SQL Service Pack 4

Upgrading Cisco CallManager via CD-ROM or the Web

Performing Post-Upgrade Tasks

Changing the Password for the SQLSvc Account

Verifying Services, Patches, and Hotfixes

Viewing the Component Versions Installed on the Server

Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Configuring Cisco MOH Audio Translator and Cisco TFTP

Using the Cisco CallManager Attendant Console

Upgrading TAPI, JTAPI, and Cisco Unity-CM Telephony Service Provider (TSP)

Upgrading the Cisco TAPI/TSP for Cisco SoftPhone

Upgrading the Cisco WebAttendant Client

Using the Cisco CallManager Music On Hold Download

Reverting to the Previous Configuration after an Upgrade Attempt

Reverting a 3.1 Cisco Device Load to a 3.0 Cisco Device Load

Reconfiguring the MCS-7820, MCS-7822, MCS-7825, MCS-7815-1000, or IBM xSeries 330 Server After an Upgrade Attempt

Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

Reverting the Hard Drive After Driving Mirroring Completes

Reverting Upgraded Cisco IP Telephony Applications After You Revert Cisco CallManager

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Upgrading Cisco CallManager Release 3.1(4b)


This document provides reference and procedural information for upgrading the Cisco CallManager cluster. For more information on Cisco CallManager or for information on Cisco IP telephony applications, see the "Locating Related Cisco CallManager Documentation" section.

Contents

This document contains the following topics:

Pre-Upgrade Tasks

Locating Related Cisco CallManager Documentation

Frequently Asked Questions about the Cisco CallManager Upgrade

From which versions of Cisco CallManager can I upgrade to Cisco CallManager Release 3.1(4b)?

How long does it take to upgrade a cluster?

Which server in the cluster do I upgrade first?

How does the upgrade work?

Will I experience call-processing interruptions and a loss of services during the upgrade?

May I use Terminal Services to remotely upgrade the cluster?

What tasks should I perform before I upgrade the cluster?

What additional information should I know before I upgrade?

What tasks should I perform after the upgrade?

Obtaining Device Default Load Information for Cisco CallManager Release 3.0

Backing Up Cisco CallManager Data and Preserving the Hard Drives

Upgrade Tasks

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Upgrading Cisco CallManager via CD-ROM or the Web

Post-Upgrade Tasks

Performing Post-Upgrade Tasks

Changing the Password for the SQLSvc Account

Verifying Services, Patches, and Hotfixes

Viewing the Component Versions Installed on the Server

Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Configuring Cisco MOH Audio Translator and Cisco TFTP

Using the Cisco CallManager Attendant Console

Upgrading TAPI, JTAPI, and Cisco Unity-CM Telephony Service Provider (TSP)

Upgrading the Cisco WebAttendant Client

Using the Cisco CallManager Music On Hold Download

Reversion Tasks

Reverting a 3.1 Cisco Device Load to a 3.0 Cisco Device Load

Reconfiguring the MCS-7820, MCS-7822, MCS-7825, MCS-7815-1000, or IBM xSeries 330 Server After an Upgrade Attempt

Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

Reverting the Hard Drive After Driving Mirroring Completes

Reverting Upgraded Cisco IP Telephony Applications After You Revert Cisco CallManager

Obtaining Assistance

Obtaining Documentation

Obtaining Technical Assistance

Conventions

Consider the following documentation conventions as you review this upgrade document:


Note Reader take note. Notes contain helpful suggestions or references to material not covered in the publication.



Caution Reader be careful. You may do something that could result in equipment damage or loss of data.

Locating Related Cisco CallManager Documentation

Cisco strongly recommends that you review the following documents before you upgrade:

Release Notes for Cisco CallManager Release 3.1

Cisco provides versions of this document that match the version of the upgrade document.

Cisco CallManager Compatibility Matrix

To ensure continued functionality with interfacing Cisco IP telephony applications after the Cisco CallManager upgrade, refer to the Cisco CallManager Compatibility Matrix, which provides release information and workarounds for applications that are integrated with Cisco CallManager.

Affected applications may include Cisco Conference Connection, Cisco SoftPhone, Cisco uOne, Cisco 186 Analog Telephony Adapter, Cisco WebAttendant, Cisco Personal Assistant, Cisco Customer Response Applications (CRA), Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) applications, including Cisco- provided and third-party applications, and Cisco Telephony Service Provider (TSP).

This document provides specific information, including compatibility and upgrading guidelines, for Cisco IP Contact Center (IPCC) systems. If you use Cisco CallManager and related Cisco IP telephony applications in a call-center environment, review this document before you begin any upgrade procedures.

Backing Up and Restoring Cisco CallManager Release 3.1

This document describes how to back up Cisco CallManager data and restore the Cisco IP Telephony Applications Server and Cisco CallManager data.

The appropriate Cisco IP telephony application documentation

Locate the release notes, installation/upgrade, and configuration guides for the applications that you have integrated with Cisco CallManager.

You can navigate to the appropriate Cisco CallManager documentation by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Frequently Asked Questions about the Cisco CallManager Upgrade

Review the following questions and corresponding responses before you upgrade.

From which versions of Cisco CallManager can I upgrade to Cisco CallManager Release 3.1(4b)?

Cisco supports upgrading to Cisco CallManager Release 3.1(4b), a full version of Cisco CallManager, from Cisco CallManager Releases 3.0(12) or any version of Cisco CallManager Release 3.1. To verify whether other versions of Cisco CallManager are compatible for upgrade, click the following URL to refer to the Cisco CallManager Compatibility Matrix, which provides compatibility information and workarounds for applications integrated with Cisco CallManager:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

If your server runs Cisco CallManager Release 2.4, you must upgrade to the latest version of Cisco CallManager Release 3.0 before you can upgrade to a version of Cisco CallManager Release 3.1.

How long does it take to upgrade a cluster?

Cisco strongly recommends that you perform all upgrade procedures for the Cisco CallManager and Cisco IP telephony applications within a consecutive time period (within one maintenance window) and that you allot adequate time to perform the upgrade. Cisco strongly recommends that you perform the entire upgrade during off-peak hours.

Before you perform an upgrade, consider the time that it takes to perform pre-/post-upgrade tasks and Cisco IP telephony application upgrades.

Many factors, such as the size of the Cisco CallManager or call detail records (CDR) database or the number of Cisco IP telephony applications integrated with Cisco CallManager, affect the time that it takes to upgrade the cluster.

Upgrade Consideration: Allotting Time to Upgrade Cisco CallManager

If you have three servers with 900 devices and no CDRs, the upgrade process takes approximately 3 hours to upgrade Cisco CallManager (excluding Cisco IP telephony application upgrades). The size of your Cisco CallManager or CDR database may increase the time that it takes to complete the upgrade process.

Which server in the cluster do I upgrade first?


Caution Be aware that the order for upgrading a cluster changed; Cisco recommends that you upgrade the backup servers before you upgrade the primary servers. Review the following information carefully before upgrading the cluster.

You must upgrade all the servers in the cluster. See Table 1, which describes the upgrade order for the following cluster configurations:

The Cisco CallManager service runs on the publisher database server (two server cluster).

The Cisco CallManager service does not run on the publisher database server.

Table 1 Cluster Upgrade Order 

 
The Cisco CallManager Service Runs on the Publisher Database Server.
 
The Cisco CallManager Service Does Not Run on the Publisher Database Server.

Step 1 

Upgrade the publisher database server. The "Performing the Cisco CallManager Release 3.1 Upgrade" section provides the upgrade procedure for all servers.

When you perform an upgrade, the Cisco CallManager service automatically stops, and the devices homed to the publisher fail over to the subscriber.

 

Upgrade the publisher database server. The "Performing the Cisco CallManager Release 3.1 Upgrade" section provides the upgrade procedure for all servers.

Step 2 

Upgrade the subscriber.

 

Upgrade the Cisco TFTP server, if it exists separately from the publisher database server.

Step 3 

You completed the Cisco CallManager upgrade. Perform post-upgrade tasks.

 

Upgrade servers that have only Cisco CallManager-related applications (Music on Hold, Cisco IP Media Streaming Application, Cisco Customer Response Applications, etc.) running on them.

Make sure that the Cisco CallManager service does not run on these servers.

Upgrade Consideration: Simultaneously Upgrading Backup Servers and Application Servers in the Cluster

If you choose to do so, you can upgrade the backup server(s) and Cisco CallManager-related application servers at the same time. Before you attempt to perform the upgrades, consider the number of people that are needed to complete the tasks.

Step 4 

Not applicable

 

Upgrade the backup servers.

Upgrade Consideration: Oversubscribing the Backup Servers

If you choose to oversubscribe the backup server(s) during the upgrade, Cisco strongly recommends that you have no more than 5,000 devices registered to the backup server during the upgrade and that you oversubscribe the backup server(s) for no more than a few hours. Cisco strongly recommends that you perform the upgrade during off-peak hours when low call volume occurs (less than 1,000 busy hour call attempts).

Upgrade Consideration: Registering All Devices to the Same Version of Cisco CallManager

If you configured your Cisco CallManager cluster using approved Cisco configuration standards, which include configuring four primary servers and two backup servers in the cluster, you can minimize call-processing interruptions if you register all devices to servers that are running the same version of Cisco CallManager during the entire upgrade process; i.e., you register all devices to the backup Cisco CallManager servers or the primary Cisco CallManager servers, but not to both types of servers.

Step 5 

Not applicable

 

Upgrade the primary servers that have the Cisco CallManager service running on them.


Caution When you upgrade the primary subscriber(s), call-processing interruptions may occur for up to 30 minutes while the devices attempt to obtain the device loads and register to the upgraded version of Cisco CallManager.

How does the upgrade work?

Using this document, you can upgrade the operating system, BIOS, and Cisco CallManager via CD-ROM or the web. To upgrade via CD-ROM, locate the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) and the appropriate version of the Cisco CallManager 3.1 Installation and Recovery CD-ROM.

When you upgrade the operating system via the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) or the web, the upgrade automatically accomplishes the following tasks:

Installations

Accessories and Utilities

Microsoft Paint

Microsoft WordPad

Hyperterminal

CD Player

Media Player

Volume Control

Sound Recorder

Internet Information Services (IIS)

Common Files

Internet Information Services Snap-in

World Wide Web Server

Management and Monitoring Tools

Network Monitor Tools

Simple Network Management Protocol (SNMP)

Networking Services

Domain Name System (DNS)

Dynamic Host Configuration Protocol (DHCP)

Terminal Services


Caution Cisco installs Terminal Services for Cisco Technical Assistance Center (TAC) remote administration and troubleshooting. Cisco does not support upgrades through Terminal Services.

New Compaq drivers on Compaq servers

Windows 2000 hotfixes

For a current list of Window 2000 hotfixes, refer to the Cisco IP Telephony BIOS and Operating System Version Roadmap by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

Windows 2000 Service Pack 2

Windows 2000 Service Pack 2 detects the previous installation, changes the system to 128-bit encryption, and includes hotfixes for virtual memory management. It will not install if it detects a previous installation of Windows 2000 Service Pack 2.

Microsoft Internet Explorer 5.5 Service Pack 2

It will not install if it detects a previous installation.

Updates

Changes Microsoft Internet Explorer settings to check for new versions of web pages

Changes Simple Network Management Protocol (SNMP) service to Automatic

Changes Event Viewer maximum size settings to 10240K and "overwrite as needed"

Changes Print Spooler service to Manual

Updates Telnet registry settings and sets the service to Automatic

Updates Terminal Services to Automatic and sets the idle session timeout to 30 minutes

Changes DHCP Server service to Disabled

Sets Remote Access Server (RAS) to Disabled

Adds Compaq Array Configuration Utility shortcuts to the Start menu on Compaq-supported servers

Changes priority to background services

Updates security settings

Deletions

Deletes unnecessary Internet Information Server (IIS) directories

Deletes unnecessary IIS virtual directories

Removes Windows NetMeeting files and services

Removes Compaq web agent and survey utility from Compaq servers

Removes shortcuts from the desktop to the Compaq Management Agents Setup and Compaq Drivers Setup

After you upgrade the operating system, you upgrade Cisco CallManager. Table 2 describes the components that you can activate if the CallManager Components window displays.

Table 2 Options That You Can Choose in the CallManager Components Window 

Check Box
Component Activated

Cisco CallManager Components

The Cisco TFTP server, database, and Cisco CallManager service automatically install. When you install the Cisco CallManager service, you automatically install the following services/features/applications:

Cisco CallManager Serviceability Application

Cisco Telephony Call Dispatcher

Cisco CTI Manager

Cisco RIS Data Collector

Logout Service (associated with Cisco CallManager Extended Services)

Cisco CallManager Web Components

You install Cisco CallManager Administration and the database. This web-based graphical user interface (GUI) allows you to perform tasks such as adding users or installing and configuring plugins associated with Cisco CallManager.

If you want a standalone database server only (does not have Cisco CallManager installed), check only the Cisco CallManager Web Components check box. With this option, only Cisco CallManager Web Components and the database install on the server.

If you choose not to install Cisco CallManager Web Components at this time, be aware that you will have to reinstall Cisco CallManager if you want Cisco CallManager Administration on the server.

Optional Components

You install the database, Cisco Messaging Interface, and the Cisco IP Voice Media Streamer, which contains the Media Termination Point (MTP), music on hold (MOH), and conference bridge services.


Cisco CallManager places services in a stopped state until the upgrade completes. After the upgrade completes, the services activate and start after the server reboots. For information on starting and stopping services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.

Will I experience call-processing interruptions and a loss of services during the upgrade?

When you upgrade a cluster, you have two separate versions of Cisco CallManager running in the cluster at the same time. Be aware that the different Cisco CallManager versions running in the cluster will not interact, causing call-processing interruptions to occur.

If you configured your Cisco CallManager cluster by using approved Cisco configuration standards, which include configuring four primary servers and two backup servers in the cluster, you can minimize call-processing interruptions if you register all devices to servers that are running the same version of Cisco CallManager during the entire upgrade process; i.e., you register all devices to the backup Cisco CallManager servers or the primary Cisco CallManager servers, but not to both types of servers.

Cisco CallManager places services in a stopped state until the upgrade completes. After the upgrade completes, the services activate and start after the server reboots. For information on starting and stopping services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.

May I use Terminal Services to remotely upgrade the cluster?

Cisco installs Terminal Services, so Cisco Technical Assistance Center (TAC) can perform remote administration and troubleshooting tasks. Cisco does not support upgrades through Terminal Services.

What tasks should I perform before I upgrade the cluster?

Before you begin the upgrade, complete the following tasks that are described in Table 3:

Table 3 Pre-Upgrade Tasks 

Pre-Upgrade Task
Related Information and Procedures

Verify that you can upgrade from the Cisco CallManager version that you currently run in the cluster.

For the latest information on compatible versions of Cisco CallManager, review the Cisco CallManager Compatibility Matrix by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Because some versions of Cisco IP telephony applications are not compatible with Cisco CallManager, ensure that you maintain compatibility with other Cisco applications after the Cisco CallManager upgrade.

If compatibility does not exist when Cisco CallManager 3.1(4b) releases, Cisco recommends that you wait to upgrade until compatibility exists.

Refer to the following documentation:

The version of Release Notes for Cisco CallManager 3.1 that matches this upgrade document

The appropriate documentation that was distributed with the Cisco IP telephony applications

Cisco CallManager Compatibility Matrix

If you have not previously upgraded your Cisco CallManager 3.0 system to a 3.1 release, write down the default load information for all devices that are associated with your current Cisco CallManager 3.0 system.

See the "Obtaining Device Default Load Information for Cisco CallManager Release 3.0" section.

See the "Reverting a 3.1 Cisco Device Load to a 3.0 Cisco Device Load" section.

Purge any unused call detail records (CDRs) to prevent timeout of the upgrade and to reduce upgrade time. Cisco recommends storing no more than1.5 million CDRs in the database.

Refer to the Cisco CallManager Serviceability Administration Guide.

Back up your Cisco CallManager data, and, if applicable, preserve the hard drives.

See the "Backing Up Cisco CallManager Data and Preserving the Hard Drives" section.

Make note of your system configuration. Consider the number and type of devices, Cisco IP telephony applications, and various services that are running on the servers.

For more information on devices and services, refer to the latest version of the Cisco CallManager System Guide and the Cisco CallManager Administration Guide.

Refer to the documentation that accompanies your Cisco IP telephony applications.

Download hotfixes and service packs that affect the upgrade.

For more information, review the Cisco IP Telephony BIOS and Operating System Roadmap. To obtain the document, click the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

After you review the document, perform the following procedure: Click http://www.cisco.com/public/sw-center/sw-voice.shtml. Choose Cisco CallManager Version 3.1 > Download...CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls; download the latest Microsoft patches and hotfixes.

Through the Control Panel, set all Cisco-approved McAfee antivirus services to Disabled. You can enable all antivirus services after you complete the upgrade.

To disable and enable the services, see the following sections:

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Upgrading Cisco CallManager via CD-ROM or the Web

If you have Cisco IDS Host Sensor installed on the server, you must stop the following services before the operating system upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

For information on Cisco IDS Host Sensor, click the following URL:

http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Close all programs before you start the upgrade.

To begin the upgrade, see "Performing the Cisco CallManager Release 3.1 Upgrade" section.


What additional information should I know before I upgrade?


Caution Be aware that installing or using Netscape Navigator on the Cisco CallManager server can cause severe performance problems. Cisco strongly recommends against installing Netscape Navigator or any other application software on the Cisco CallManager server.

Cisco strongly recommends that you do not run a web browser on the Cisco CallManager server (the server that is running the Cisco CallManager service). Running a web browser on the server causes CPU usage to surge.

Be aware that Cisco does not support third-party software that is installed on any Cisco Media Convergence Server (MCS) or customer-provided server that meet approved Cisco configuration standards.

This document assumes that all servers in your cluster are currently in an operational state.

If you have CDR Analysis and Reporting (CAR), formerly known as the Administrative Reporting Tool (ART), running on your system before the upgrade, the upgrade process automatically upgrades CAR. For more information about CAR, refer to the Cisco CallManager Serviceability Administration Guide.

If you changed the default value of a service parameter while you were running Cisco CallManager, the default value does not change during the Cisco CallManager 3.1 upgrade process. If you never changed the default value while a previous version of Cisco CallManager was running, Cisco CallManager updates the parameter value during the Cisco CallManager 3.1 upgrade to match the suggested value seen in Cisco CallManager Administration.

Unless otherwise specified in this document, all further references to the MCS-7835 apply to the MCS-7835, which contains a 733-MHz processor, the MCS-7835-1000, which contains a 1-GHz processor, the MCS-7835-1266, which contains a 1.26-GHz processor, and the customer-provided DL380. All further references to the MCS-7825 apply to the MCS-7825, which contains an 800-MHz processor, and the MCS-7825-1133, which contains a 1.13-GHz processor.

What tasks should I perform after the upgrade?

To ensure that your Cisco CallManager system and Cisco IP telephony applications function properly, Cisco strongly recommends that you review the "Performing Post-Upgrade Tasks" section.

Obtaining Device Default Load Information for Cisco CallManager Release 3.0


Caution Device loads in Cisco CallManager Release 3.0 exist in .cnf format whereas device loads in Cisco CallManager Release 3.1 exist in .xml format. If you choose to revert to Cisco CallManager Release 3.0, the devices will not boot properly unless they are running the 3.0 loads prior to the Cisco CallManager reversion. To revert your system, you must have the device default load information for Cisco CallManager Release 3.0.

To obtain the device default load information that is associated with your Cisco CallManager 3.0 system, perform the following procedure:

Procedure


Step 1 On the publisher server, choose Start > Programs > Cisco CallManager 3.0 > Cisco CallManager 3.0 Administration and log in with administrator privileges.

Step 2 From the CallManager Administration window, choose System > Device Defaults.

Step 3 While you are viewing the Device Defaults Configuration window, write the load information for the devices that are currently associated with your Cisco CallManager 3.0 system in Table 4, which already includes the first four digits of the eight-digit load. This information reflects the device default load information that is associated with the Cisco CallManager 3.0 version that is currently running on your system.

Step 4 File this information, so you can easily access it in the future.


Note To revert from Cisco CallManager Release 3.1 to a previous Cisco CallManager 3.0 release, you must retain the device default load information that is associated with the Cisco CallManager 3.0 version that is running on your system. See the "Reverting to the Previous Configuration after an Upgrade Attempt" section for more information.



Use Table 4 in conjunction with the "Obtaining Device Default Load Information for Cisco CallManager Release 3.0" section. Fill in the device default load information for Cisco CallManager Release 3.0. The first four digits of an eight-digit load have been inserted for you. Make sure to file this information after you complete the table.

Table 4 Device Default Load Information 

Device Type
Load Information

IP Phones 7960/7940

P003

IP Phone 7910

P004

IP Phones 12 S/SP/12 SP+/30 VIP

P002

IP Phone 30 SP+

P001

IP Phone 7935

P005

Analog Access

A001

Analog Access WS-X6624

A002

Digital Access+

D003

Digital Access WS-X6608

D004

Conference Bridge WS-X6608

C001

Media Termination Point WS-X6608

M001

14-Button Line Expansion Module

S001


Backing Up Cisco CallManager Data and Preserving the Hard Drives

After you write down the device default load information, you perform the backup. Cisco CallManager comes with the Cisco IP Telephony Applications Backup Utility. This utility provides a reliable and convenient way to perform regularly scheduled, automatic backups of Cisco CallManager data.


Note Cisco recommends obtaining a spare hard drive before completing the following procedure; however, you do not have to use a separate drive to preserve the hard drive.


Perform the following steps to back up Cisco CallManager data and preserve the hard drives:

Procedure


Step 1 Perform a Cisco CallManager backup on the publisher server.

For instructions on backing up Cisco CallManager data, refer to latest version of Backing Up and Restoring Cisco CallManager Release 3.1 or the Cisco CallManager installation guide that matches your Cisco CallManager installation CD-ROM.

Step 2 Save the MCS.sti file from the backup server to a tape drive or network directory.

Step 3 If you backed up the MCS-7820, MCS-7822, MCS-7825, MCS-7815-1000, or customer-provided IBM xSeries 330 server, begin the upgrade by completing the steps in the "Performing the Cisco CallManager Release 3.1 Upgrade" section.

Step 4 If you backed up the MCS-7830, MCS-7835, or customer-provided IBM xSeries 340 or 342 server, power off the publisher server and continue to Step 5.

Step 5 Remove the hard drive from Slot 1 and label the drive with the machine name, slot number, and current version of Cisco CallManager.

Step 6 Power on the system. If you have the MCS-7830 or MCS-7835, the system automatically prompts you to press F1 or F2. If you have the customer-provided IBM xSeries 340 or 342 server, the system automatically prompts you to press F2, F4, F5, or F10.

Step 7 To enable interim recovery mode on the MCS-7830 or MCS-7835, press F2 and go to Step 8; to enable interim recovery mode on the customer-provided IBM xSeries 340 or 342 server, press F5 and go to Step 9.

Step 8 This step applies only for the MCS-7830 or MCS-7835. When prompted, press F1 to continue.

Step 9 If a spare hard drive is not available, go to Step 11. If a spare hard drive is available, perform the following steps:

a. After Windows 2000 finishes booting, insert the spare hard drive in Slot 1.

b. For the MCS-7830 or MCS-7835, choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility. When the Array Configuration Utility Warning window opens, click OK.


Note If you cannot find the Compaq Array Configuration Utility, go to the Control Panel by choosing Start > Settings > Control Panel.


For the customer-provided IBM xSeries 340 or 342 server, choose Start > Programs > ServeRaid Manager> ServeRaid Manager.

c. Watch the status bar in the lower, right corner to determine when the drive-mirroring process completes.

Step 10 Repeat Step 3 through Step 9 for each server in the cluster.

Step 11 Begin the upgrade by completing the steps in the "Performing the Cisco CallManager Release 3.1 Upgrade" section.


Performing the Cisco CallManager Release 3.1 Upgrade


Note During the upgrade process, Cisco CallManager services automatically stop, so the software can be upgraded. The services then restart at the end of the process. Because of this brief interruption, call-processing services temporarily stop. You should notify your users that telephone service will be interrupted during this time. Close all programs before proceeding.


After you finish the Cisco IP Telephony Applications backup, you choose to upgrade via the web or CD-ROM. The following sections apply to the upgrade:

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Installing SQL Service Pack 4

Upgrading Cisco CallManager via CD-ROM or the Web

Upgrading the BIOS and Operating System via CD-ROM

Using the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2), upgrade the BIOS and the operating system by completing the following steps:

Procedure


Step 1 For BIOS upgrades on the IBM xSeries servers, contact the hardware manufacturer directly or navigate to the IBM website through the following URL: http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html; then, go to Step 5.

Step 2 To upgrade the BIOS, you need to insert the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) into the CD-ROM drive as soon as you can do so. This means that you must power up the server and then insert CD #2 early in the startup process.

Step 3 When the BIOS upgrade completes, remove CD #2 and press any key to continue. The system automatically reboots.

Step 4 Log in to the server and enter the password for the Administrator account; then, click OK.

Step 5 Disable all Cisco-approved McAfee antivirus services by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e, Network Associates Alert Manager, Network Associates McShield, or Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. Disable all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, and Network Associates Task Manager.

Step 6 If you have Cisco IDS Host Sensor installed on the server, you must stop the following services before the operating system upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

Step 7 To upgrade the operating system, insert Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) into the CD-ROM drive. The operating system upgrade begins.

Step 8 When the Operating Systems Upgrade window opens, click OK. This upgrade process takes about 6 to 15 minutes to complete, depending on your server type.

Step 9 After the process completes, CD #2 automatically pops out of the CD-ROM drive; then, the system automatically reboots.

Step 10 Log in to the server and enter the password for the Administrator account; then, click OK.

To continue the upgrade, see the "Upgrading Cisco CallManager via CD-ROM or the Web" section.


Upgrading the BIOS and Operating System via the Web

Before you upgrade the BIOS and operating system on your Cisco CallManager server, click http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm to review the latest Cisco-supported BIOS and operating system files that are available for web download.

Via the web, upgrade the BIOS and the operating system by completing the following steps:

Procedure


Step 1 Disable all Cisco-approved McAfee antivirus services by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, or Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. Disable all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, and Network Associates Task Manager.

Step 2 If you have Cisco IDS Host Sensor installed on the server, you must stop the following services before the operating system upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

Step 3 For BIOS upgrades on the IBM xSeries servers, contact the hardware manufacturer directly or navigate to the IBM website through the following URL:

http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html; then, go to Step 5.

Step 4 To upgrade the BIOS on the MCS-7835 or MCS-7825, obtain a formatted 1.44 diskette and perform the following procedure:

a. Click http://www.cisco.com/public/sw-center/sw-voice.shtml.

b. Choose Cisco CallManager Version 3.1 > Download...CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

c. To upgrade the BIOS on the MCS-7835, download the appropriate 7835-BIOS file to your hard drive, as specified in the Cisco IP Telephony BIOS and Operating System Roadmap. To upgrade the BIOS on the MCS-7825, download the appropriate 7825-BIOS file to your hard drive, as specified in the roadmap document. Click the following URL to review the roadmap document:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

d. Make note of the location where you save the downloaded file.

e. Double-click the downloaded file.

f. When prompted, insert the formatted 1.44 MB diskette into a floppy drive.

g. After the diskette is created, you may delete the downloaded BIOS file.

h. Leave the diskette in the drive. Shut down the server and then power it off. Wait 10 seconds and power the server on. The upgrade starts automatically.


Note Do not power off or restart during the BIOS update process. Created using the preceding steps, the README.TXT file on the BIOS diskette provides further instructions.


i. Follow the prompts on the screen.

j. After the BIOS update completes, remove the 1.44 MB diskette and restart the server.

Step 5 To upgrade the Windows 2000 operating system, click http://www.cisco.com/public/sw-center/sw-voice.shtml and complete the following procedure:

a. Choose Cisco CallManager Version 3.1 > Download...CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

b. Download the appropriate win-OS-upgrade file, as specified in the Cisco IP Telephony BIOS and Operating System Roadmap. Click the following URL to review this document:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

c. Note the location where you save the file.

d. Double-click the downloaded file.

e. Wait while the files load to your server.

f. Read and accept the license agreement.

g. Choose Install.

Step 6 After the installation completes, restart your computer for the update to take effect.

Step 7 Log in to the server as the Administrator.


Caution You must log in using the username Administrator. If the Administrator username has been changed, change it back to Administrator.

To continue the upgrade, see the "Upgrading Cisco CallManager via CD-ROM or the Web" section.


Installing SQL Service Pack 4

Perform the following procedure on all servers in the cluster; make sure that you close all programs before performing the procedure.

Procedure


Step 1 Make sure that you have a good backup of your Cisco CallManager data. For information on how to back up your system, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.1.

Step 2 Click http://www.cisco.com/public/sw-center/sw-voice.shtml.

Step 3 Choose Cisco CallManager Version 3.1 > Download...CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

Step 4 Disable virus scanning or intrusion detection software.

Step 5 Double-click the SQL Service Pack 4 executable.

Step 6 To acknowledge that you should not use Terminal Services to install the service pack, click Yes.

Step 7 After you click the radio button to accept the Microsoft license agreement, click Next.

Step 8 Files extract to the server. Be aware that services stop and the SQL 7 SP4 upgrade runs. You see the message, "Continue to wait as SQL 7.0 Service Pack 4 installs." Do not close this window. The upgrade takes about 10 minutes to run.

Step 9 When prompted to do so, reboot the server.

Step 10 Install the service pack on all servers in the cluster.


Upgrading Cisco CallManager via CD-ROM or the Web

Via CD-ROM or the web, perform the upgrade by completing the following steps:

Procedure


Step 1 If you have not already done so, disable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e, Network Associates Alert Manager, Network Associates McShield, or Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. Disable all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, and Network Associates Task Manager.

Step 2 If you have Cisco IDS Host Sensor installed on the server, you must stop the following services before the upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

Step 3 Depending on your upgrade method (via CD-ROM or the web), perform the following procedure:

a. To upgrade via CD-ROM, locate the Cisco CallManager 3.1(4b) Installation and Recovery CD-ROM and insert it into the CD-ROM drive; then, go to Step 4.

b. To upgrade via the web, click http://www.cisco.com/public/sw-center/sw-voice.shtml.

c. Choose Cisco CallManager 3.1 and download the Cisco CallManager 3.1(4b) upgrade file to your hard drive.

d. Note the location where you save the downloaded file.

e. Double-click the downloaded file to begin the installation; then, go to Step 4.

Step 4 If the Cisco Product Activation popup window appears, click Yes.

Step 5 In the Welcome to the Cisco CallManager Installation Wizard window, click Next.

Step 6 The CallManager Components window opens, displaying the default selections. For information on available components and standalone database servers, see the "How does the upgrade work?" section.

Figure 1 shows an example of the CallManager Components window.

Figure 1 CallManager Components Window

Choose the services that you want to activate; then, click Next.

To add or remove services after you complete the upgrade, refer to the "Activating Cisco CallManager Services" section in the latest version of Installing Cisco CallManager Release 3.1.


Note If you activate the Cisco TFTP service (during the upgrade) and the Cisco MOH Audio Translator service (after the upgrade through Cisco CallManager Serviceability) on two separate servers in the cluster, see "Configuring Cisco MOH Audio Translator and Cisco TFTP" section.



Note The publisher database serves as the master database for all servers in the cluster. All servers except the publishing database server maintain subscriber databases, which are copies of the publisher database. If you are configuring a subscriber database server, make sure that the server that you are installing can connect to the publishing database server before the installation can continue. The installation process necessitates this connection, so the publisher database can be copied to the local drive on the subscriber. To make sure a good connection exists between the servers, issue a ping command from the subscriber server to the publisher server before you try to authenticate to it. If you are using Domain Name System (DNS), use a fully qualified domain name (for example, `hostname.cisco.com') with the ping command. If the ping command is not successful, you must exit the installation program, fix the problem, and begin the installation process again.


Step 7 Cisco CallManager autodetects whether you are upgrading the publisher database server or subscriber database server. If you are upgrading the publisher database server, Cisco CallManager automatically chooses I am upgrading/installing the CallManager Publisher. Click Next and go to Step 9.

Figure 2 demonstrates Cisco CallManager autodetection of the publisher.

Figure 2 Cisco CallManager Publisher Autodetection

If a publisher database already exists and you are configuring a subscriber database server, Cisco CallManager automatically chooses I am upgrading/installing the CallManager Subscriber. By default, the publisher database server that is associated with the subscriber displays in the hostname publisher field. You may choose another publisher by clicking Browse. After you choose the appropriate publisher, click Next and go to Step 8.

Step 8 If Cisco CallManager chose I am upgrading/installing the CallManager Subscriber, an authentication window opens and prompts you to enter usernames and passwords for a Windows 2000 user with administrative privileges and a SQL Server username and password with SQL Server administrative privileges on the publishing database server. Enter the account information in the appropriate fields as prompted and then click Next. The system then connects to the publishing database server.

Figure 3 shows an example of the authentication window.

Figure 3 Authentication to Publishing Database Window

Step 9 You have completed the configuration of Cisco CallManager and the database server. Now that the Cisco CallManager and other included software are ready to be installed, click Next. This part of the installation takes about 30 minutes.


Note When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, do not use the apostrophe. Enter the same Administrator password for the publisher and all subscribers in the cluster, so Cisco CallManager database replication occurs.


Step 10 A prompt asks you to enter a new password for the SA (SQL Server system administrator) account. Enter a new password of at least 5 characters in the New Password field and then enter it in the Retype Password field. Click OK.

Step 11 A message indicates the passwords changed successfully. Click OK.

Step 12 When prompted, click Yes to reboot the system.

Step 13 After you log in to the server, enable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, or Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Automatic.

e. Click OK.

f. In the Services window, right-click the antivirus service and click Start.

g. Enable all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, and Network Associates Task Manager.

Step 14 If you have Cisco IDS Host Sensor installed on the server, you must start the following services after the upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

Step 15 After you perform the upgrade and your Cisco CallManager is operational, you should back up your Cisco CallManager data. For information on backing up Cisco CallManager data, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.1.

Step 16 See the "Performing Post-Upgrade Tasks" section to complete post-upgrade tasks.


Performing Post-Upgrade Tasks

After you complete the upgrade, perform the appropriate tasks as described in Table 5:

Table 5 Post-Upgrade Tasks 

Post-Upgrade Task
Related Information and Procedures

If you choose to do so, change the SQLSvc password on all servers in the cluster.

See the "Changing the Password for the SQLSvc Account" section.

If you need to do so, upgrade the Cisco IP telephony applications that are integrated with your Cisco CallManager system.

Refer to the Cisco CallManager Compatibility Matrix by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Refer to the appropriate Cisco IP telephony application documentation.

Verify that all services started. Verify that you can place and receive a call across gateways. Verify that all Cisco IP telephony applications that are integrated with Cisco CallManager run properly.

Make note of the number of devices that you support in the Cisco CallManager cluster.

See the "Verifying Services, Patches, and Hotfixes" section.

See the "Viewing the Component Versions Installed on the Server" section.

Refer to the Cisco CallManager Compatibility Matrix, which provides compatibility information and workarounds for applications that are integrated with Cisco CallManager.

Download hotfixes and service packs that are available on the web.

Refer to the Cisco CallManager Compatibility Matrix.

After you review the document, click http://www.cisco.com/public/sw-center/sw-voice.shtml. Choose Cisco CallManager Version 3.1 > Download...CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls; download Microsoft patches and hotfixes.

If you run Cisco TFTP service and the Cisco MOH Audio Translator service on two separate servers in the cluster, you must ensure that the server with the Cisco MOH Audio Translator service can access and has write privileges to the server where the Cisco TFTP service runs.

See the "Configuring Cisco MOH Audio Translator and Cisco TFTP" section.

Cisco strongly recommends that you download and use the Cisco CallManager Attendant Console.

For more information on this product, see the "Using the Cisco CallManager Attendant Console" section.

If you need to do so, upgrade Cisco TAPI, Cisco JTAPI, Cisco TSP (for the voice-mail system), the Cisco TSP for Cisco SoftPhone, and the plugin for the Cisco WebAttendant client.

See the following sections for more information:

Upgrading TAPI, JTAPI, and Cisco Unity-CM Telephony Service Provider (TSP)

Upgrading the Cisco TAPI/TSP for Cisco SoftPhone

Upgrading the Cisco WebAttendant Client

Refer to Cisco CallManager Compatibility Matrix.

If you have not already done so, set all Cisco-approved McAfee antivirus services to Enable through the Control Panel.

See Step 13 of the "Upgrading Cisco CallManager via CD-ROM or the Web" section.

If you have Cisco IDS Host Sensor installed on the server, you must start the following services after the upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

For information on Cisco IDS Host Sensor, click the following URL:

http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Install an additional set of Music on Hold selections.

See the "Using the Cisco CallManager Music On Hold Download" section.

Back up your Cisco CallManager data; if applicable, preserve the hard drives.

See the "Backing Up Cisco CallManager Data and Preserving the Hard Drives" section.

Refer to Backing Up and Restoring Cisco CallManager 3.1.


Changing the Password for the SQLSvc Account

The Cisco CallManager installation creates the SQLSvc account. At installation, the account receives a unique and encrypted default password that is unique to the cluster. This identical password applies on all servers in the cluster because the servers use the SQLSvc account as the core account for server-to-server interaction in the Cisco CallManager system. If you decide to change the password, make sure that the password for the SQLSvc account is identical on all servers in the cluster.


Caution Each time that you upgrade Cisco CallManager, the SQLSvc passwords reset to the original default. To retain your custom password, you must change the passwords again on all servers in the cluster after each upgrade.

Changing the password for the SQLSvc account includes performing the following tasks:

Changing the SQLSvc user account password (Step 1 through Step 5)

Changing the password for all services that use the SQLSvc account (Step 6 through Step 11)

Changing the SQLSvc password for DBL found in the COM+Applications folder (Step 12 through Step 18)

Performing all steps on every server in the cluster (Step 1 through Step 18)

Procedure


Step 1 Choose Start > Programs > Administrative Tools > Computer Management.

Step 2 Choose the Users folder that is located in the following path: System Tools/Local Users & Groups. The users display in the main window.

Step 3 Right-click SQLSvc and choose Set Password.

Step 4 In the New Password and Confirm Password fields, enter the new password and click OK.

Step 5 A window confirms that the password changed successfully. Click OK.

Step 6 Click the Services icon that is located in Services and Applications. The services in Table 6 display in the main window.

Table 6 Changing Password for Services that Use the SQLSvc Account

Service
Note

Cisco Database Layer Monitor

You must restart the service after you change the password.

SQLServerAgent

This service restarts when you restart the MSsQLServer service.

MSSQLServer

After you change the password, you must restart the service.

Restarting MSSQLServer automatically restarts SQLServerAgent.


Step 7 Using Table 6 as a guide, right-click the service and choose Properties.

Step 8 Click the Log On tab.

Step 9 In the Password and Confirm Password fields, enter the same password that you entered in Step 4 and click OK.

Step 10 Restart the service, if necessary, by clicking the service and then clicking Restart.

Step 11 After you change the password for all services, close the Computer Management window.

Step 12 Choose Start > Programs > Administrative Tools > Component Services.

Step 13 Choose the COM+Applications folder that is located in the following path: Component Services/Computers/My Computer. The applications display in the main window.

Step 14 Right-click DBL and choose Properties.

Step 15 Click the Identity tab.

Step 16 In the New Password and Confirm Password fields, enter the same password that you entered in Step 4 and click OK.

Step 17 Right-click DBL and choose Shut Down.

Step 18 Close the Computer Services window.

Step 19 Perform Step 1 through Step 18 on all servers in the cluster.


Verifying Services, Patches, and Hotfixes

To confirm that the upgrade completed successfully, verify that all services that are listed in your Services window are running. Choose Start > Programs > Administrative Tools > Services and verify the following services:

Cisco CallManager

Cisco Database Layer Monitor

Cisco IP Voice Media Streaming Application

Cisco Messaging Interface

Cisco RIS Data Collector

Cisco TFTP

DC Directory Server

Depending on which services you have installed on your system, some services shown in the preceding list may not appear in your Services window.

Verify that you have the latest Microsoft patches and hotfixes running on your system. QFECheck, a program that was created by Microsoft, verifies the hotfixes that are installed on the Windows 2000 operating system. To obtain QFECheck, you must download the appropriate service pack after the upgrade; refer to the Cisco IP Telephony BIOS and Operating System Roadmap for more information. For information on using QFECheck, contact the software manufacturer.

Viewing the Component Versions Installed on the Server

The stiver.exe program reports the current version of all installation components, including such components as the operating system, upgrade, and backup and restore utility. Be aware that Cisco does not report the actual Cisco CallManager version through this program. Recognize that most of these components, which are run from the installation CD-ROMs during the initial installation, no longer exist on the system.

The version for OS Image equals your operating system CD-ROM version number. The version of OS Image will change only if you do a new installation with the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM (CD #1).

The version for stiOSUpg.exe equals the version of the operating system upgrade that you last ran either via CD-ROM or via the web. When Cisco updates and releases the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2), the version of stiOSUpg changes.

Perform the following procedure to view the component versions that are installed on the server:

Procedure


Step 1 Use Windows Explorer to browse to the following folder:

C:\sti\stiver

Step 2 View the versions of the components that are running on your server.


Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Perform the following procedure only if you did not use a spare hard drive during the backup of Cisco CallManager data. Make sure that the system functions properly before performing the following procedure. Run your Cisco CallManager system for several days to verify that no problems exist. After you verify the services, you must reinsert the hard drives that you removed prior to installation.

To reinsert the hard drives, complete the following steps:


Note Cisco recommends that you perform the drive-mirroring process after regular business hours. You should notify your users that telephone service may be interrupted during this time.


Procedure


Step 1 Start with the publisher database server. Place the hard drive that was removed during the preinstallation steps back into Slot 1.

Step 2 Perform the following task that applies to your specific server:

a. For the MCS-7830 or MCS-7835, choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility. When the Array Configuration Utility Warning window opens, click OK.

For the customer-provided IBM xSeries 340 or 342 servers, choose Start > Programs > ServeRaid Manager> ServeRaid Manager.

b. Watch the status bar in the lower, right corner to determine when the drive-mirroring process completes.

Step 3 Repeat Step 1 and Step 2 for each server in the cluster.


Configuring Cisco MOH Audio Translator and Cisco TFTP

If you run the Cisco TFTP service and the Cisco MOH Audio Translator service on two separate servers in the cluster, perform the following configuration tasks. These tasks ensure that the server with the Cisco MOH Audio Translator can access and has write privileges to the server where the Cisco TFTP service runs.


Note Before you perform this procedure, make sure that you have configured and added both servers to the Cisco CallManager database. For information on how to perform this task, refer to the Cisco CallManager Administration Guide.


Procedure


Step 1 From Cisco CallManager Administration, choose Service > Service Parameters.

Step 2 Choose the primary server where the Cisco CallManager service runs.

Step 3 Choose Cisco IP Voice Media Streaming App.

Step 4 Change the Default TFTP MOH IP Address field to the name of the server where the Cisco TFTP service runs; then, click Update.

Step 5 Choose Service > Service Parameters.

Step 6 Choose the primary server where the Cisco CallManager service runs.

Step 7 Choose Cisco MOH Audio Translator.

Step 8 Change the DefaultTFTPMOHFilePath to \\<Name of service where the Cisco TFTP runs>\TFTPPATH.

Step 9 Make sure that the Cisco MOH Audio Translator service can access and has write privileges to the server where the TFTP service runs.

Step 10 Locate the server where the Cisco MOH Audio Translator service runs.

Step 11 Perform the following procedure on the server:

a. Choose Start> Programs > Administrative Tools > Computer Management > Local Users and Groups > Users.

b. Right-click the Users folder and choose New User.

c. Enter the user name; for example, mohuser

d. Enter the password, and confirm the password. Click Create.

e. Uncheck the User must change password at next logon check box.

f. Choose Start > Programs > Administrative Tools > Computer Management > Local Users and Groups > Groups.

g. Click Administrators; add the user name by clicking Add. After you complete the task, click OK.

h. Choose Start > Programs > Administrative Tools > Computer Management > Services.

i. Right-click the Cisco MOH Audio Translator service; choose Properties.

j. From the Log on tab, click This account.

k. Enter the user name in the user name field; enter the password in the password field.

l. Restart the service.

Step 12 Locate the server where the Cisco TFTP service runs and repeat Step 11.


Note On the server where the Cisco TFTP service runs, make sure that you enter the same user name and password that you entered for the server with Cisco MOH Audio translator service.


Step 13 Drag and drop a new wave file in the DropMOHAudioSourceFilesHere directory on the server where the Cisco MOH Audio Translator service runs.

Step 14 Configure the new wave file to be used when devices are put on hold.

Step 15 Verify that the new file plays properly. If it does not play properly, perform Step 16 and Step 17.

Step 16 Verify that c:\Program Files\Cisco\MOH directory has the codec version for the Cisco Music On Hold server of the wave file.

Step 17 Verify that c:\Program Files\Cisco\TFTPPath and c:\Program Files\Cisco\TFTPPath\MOH directories on the server where the Cisco TFTP service runs have all codec versions of the new wave file and the Cisco Music On Hold directory has the .xml file.

For more information about the Cisco Music On Hold Audio Translator and Cisco TFTP services, refer to the Cisco CallManager Administration Guide and the Cisco CallManager System Guide.


Using the Cisco CallManager Attendant Console

Cisco strongly recommends that you download and use the Cisco CallManager Attendant Console with this version of Cisco CallManager.

Like Cisco WebAttendant, Cisco CallManager Attendant Console, a client-server application, allows you to set up Cisco IP phones as attendant consoles. Employing a graphical user interface, the attendant console uses speed-dial buttons and quick directory access to look up phone numbers, monitor line status, and direct calls. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company, or another employee can use it to manage his own telephone calls.

The attendant console installs on a PC with IP connectivity to the Cisco CallManager system. The attendant console works with a Cisco IP phone that is registered to a Cisco CallManager system (one attendant console for each phone that will be used as an attendant console). Multiple attendant consoles can connect to a single Cisco CallManager system.

The application registers with and receives call-dispatching services from the Cisco Telephony Call Dispatcher (TCD) services on the Cisco CallManager.

For information on downloading and using Cisco CallManager Attendant Console, refer to the latest versions of the following documentation:

Cisco CallManager Attendant Console Installation and Administration Guide

Cisco CallManager Attendant Console User Guide

Upgrading TAPI, JTAPI, and Cisco Unity-CM Telephony Service Provider (TSP)

You must upgrade the Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) client software on any application server or client workstation on which TAPI/JTAPI applications are installed. If you do not upgrade the TAPI/JTAPI client, your application will fail to initialize.

The following information applies if you have integrated a Cisco Unity system with Cisco CallManager. TSP makes the voice-mail ports available to Cisco Unity. To ensure that Cisco Unity integrates properly with Cisco CallManager, you may need to upgrade the Cisco Unity TSP that is associated with the voice-mail system. To ensure that you upgrade to the appropriate Cisco Unity TSP release, refer to the Cisco CallManager Compatibility Matrix.

Upgrading the Cisco TAPI/TSP for Cisco SoftPhone

Perform the following procedure to upgrade the Cisco SoftPhone TAPI/TSP to the version that is stated in the Cisco CallManager Compatibility Matrix.

Procedure


Step 1 From each Cisco Softphone client, browse into server that is running Cisco CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


Step 2 From the Application menu, choose Install Plugins.

Step 3 Click the Cisco Telephony Service Provider icon that is associated with the plugin.

Step 4 Follow the prompts in the window to complete the upgrade.

Step 5 Verify that a basic call works as expected for Cisco SoftPhone.


Upgrading the Cisco WebAttendant Client

Perform the following procedure to upgrade the Cisco Telephony Call Dispatcher /Cisco WebAttendant to the version that is stated in the Cisco CallManager Compatibility Matrix:

Procedure


Step 1 From each Cisco WebAttendant client, browse into the Cisco CallManager server that is running Cisco CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


Step 2 From the Application menu, choose Install Plugins.

Step 3 Click the Cisco WebAttendant icon that is associated with the plugin.

Step 4 Follow the prompts in the window to complete the upgrade.

Step 5 Verify that a basic call works as expected for Cisco WebAttendant.


Using the Cisco CallManager Music On Hold Download


Note This section applies if you have never downloaded the Cisco CallManager Music On Hold files from the web or used the Cisco CallManager Music On Hold CD-ROM.


When you initially install Cisco CallManager on your server, a default music on hold audio file sample automatically installs for customer use. To increase your music on hold (MOH) selection, you may download one of the following two files via the web:

ciscocm-MusicOnHold, which is a set of wav files that provides the entire music selection from the CD-ROM

ciscocm-MusicOnHoldSampler, which is a small set of files that offers a sample of music that is available on the CD-ROM

For information on the MOH feature, refer to the latest version of the Cisco CallManager Administration Guide and the latest version of the Cisco CallManager System Guide.

As a Cisco CallManager user, you can use any of the contents of the CD-ROM/files with music on hold. Because of licensing restrictions, you must not distribute the Cisco CallManager Music on Hold CD-ROM/files to anyone else, and you must not use it for any other purpose.

Reverting to the Previous Configuration after an Upgrade Attempt

In the unlikely event of an upgrade failure, or if you prefer an earlier version of Cisco CallManager, perform the following steps to return the Cisco IP Telephony Applications Server to the configuration that was in effect prior to the upgrade.

Reverting a 3.1 Cisco Device Load to a 3.0 Cisco Device Load


Caution Device loads in Cisco CallManager Release 3.0 exist in .cnf format whereas device loads in Cisco CallManager Release 3.1 exist in .xml format. If you choose to revert to Cisco CallManager Release 3.0, the devices will not boot properly unless they are running the 3.0 loads prior to the Cisco CallManager reversion. To revert your system, you must have the device default load information for Cisco CallManager Release 3.0.

If you want to revert from Cisco CallManager Release 3.1 to Cisco CallManager Release 3.0, perform the following procedure:

Procedure


Step 1 Locate the device default load information that is associated with the Cisco CallManager Release 3.0 that was previously running on your system before the upgrade attempt. See Table 4 for more information.

Step 2 On the publisher server, choose Start > Programs > Cisco CallManager 3.1 > CallManager Administration and log in with administrator privileges.

Step 3 From the CallManager Administration window, choose System > Device Defaults.

Step 4 On the Device Defaults Configuration window, enter the device default load information from Table 4 in the appropriate Load Information fields.

Step 5 To reset the devices, click Update.

To continue the reversion, see the "Reconfiguring the MCS-7820, MCS-7822, MCS-7825, MCS-7815-1000, or IBM xSeries 330 Server After an Upgrade Attempt" section or the "Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt" section for information on how to reconfigure your server.


Reconfiguring the MCS-7820, MCS-7822, MCS-7825, MCS-7815-1000, or IBM xSeries 330 Server After an Upgrade Attempt

To reconfigure the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 server after an upgrade attempt, perform the following procedure:

Procedure


Step 1 Reinstall Cisco CallManager. For installation instructions, refer to the Cisco CallManager installation document that matches your Cisco CallManager installation 3.0 or 3.1 CD-ROM. Navigate to the appropriate Cisco CallManager installation documents by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Step 2 Perform the necessary upgrade(s) to match the most recent Cisco IP Telephony Applications backup.


Note To revert to the pre-upgrade configuration, you must restore the version of Cisco CallManager where the last successful backup occurred.


Step 3 Revert the system to the pre-upgrade configuration by using the Cisco IP Telephony Applications Restore Utility. For more information on the Cisco IP Telephony Applications Restore Utility, refer to latest version of Backing Up and Restoring Cisco CallManager Release 3.1 or the Cisco CallManager installation guide that matches your Cisco CallManager installation CD-ROM.


Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

To reconfigure the MCS-7830, MCS-7835, or IBM xSeries 340 or 342 server after an upgrade attempt, perform the following procedure:

Procedure


Step 1 Shut down the server.

Step 2 Remove the hard drive from Slot 0. Put the hard drive that was removed prior to the upgrade into Slot 1.

Step 3 Power on the system. If you have the MCS-7830 or MCS-7835, the system automatically prompts you to press F1 or F2. If you have the customer-provided IBM xSeries 340 or 342 server, the system automatically prompts you to press F2, F4, F5, or F10.

Step 4 To enable interim recovery mode on the MCS-7830 or MCS-7835, press F2 and go to Step 5; to enable interim recovery mode on the customer-provided IBM xSeries 340 or 342 server, press F5 and go to Step 6.

Step 5 This step applies only for the MCS-7830 or MCS-7835. When prompted to do so, press F1 to continue.

Step 6 Repeat Step 1 through Step 5 for each server in the cluster.

Step 7 Verify that all services in your Services window are running properly. See the "Performing Post-Upgrade Tasks" section for information on verifying services.

Step 8 Replace the hard drive in Slot 0 and allow the drive-mirroring process to complete.


Reverting the Hard Drive After Driving Mirroring Completes

If you want to revert a hard drive after drive mirroring is complete, you must remove the server from the domain and then add it back to the domain. You must have rights to join the server to the domain before you perform this procedure.

Procedure


Step 1 Choose Start > Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click the Properties button.

Step 4 Click the Workgroup radio button and enter WRKGRP in the corresponding field.

Step 5 Click OK.

Step 6 When prompted to do so, reboot the server.

Step 7 Log in with administrative privileges.

Step 8 Perform Step 1 through Step 3.

Step 9 Click the Domain radio button and enter the domain name for the server.

Step 10 Click OK.

Step 11 When prompted to do so, reboot the server.


Reverting Upgraded Cisco IP Telephony Applications After You Revert Cisco CallManager

If you reverted the cluster to a previous version of Cisco CallManager, you must revert upgraded Cisco IP telephony applications that are integrated with Cisco CallManager to the appropriate version that is compatible with the reverted Cisco CallManager. To revert the application, perform the following procedure:

Procedure


Step 1 Locate the version of Release Notes for Cisco CallManager that matches the version to which you reverted the cluster.

Step 2 Identify the appropriate telephony product and version in the Compatibility Matrix of the release notes.

Step 3 From the application server or client workstation, if applicable, browse into the reverted server that is running Cisco CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


Step 4 From the Application menu, choose Install Plugins.

Step 5 Click the appropriate plugin, as seen in the following list:

Cisco WebAttendant for Cisco WebAttendant

Cisco Telephony Service Provider for Cisco SoftPhone

Cisco JTAPI for any application that interfaces with Cisco CallManager by using JTAPI

Step 6 Follow the prompts in the window to complete the installation.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/web/ordering/root/index.html.

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Feedback at the top of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Cisco Systems, Inc.
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.