Before you start upgrading your Unified CCX system, make sure
you have met the following requirements:
Ensure that you connect each Unified CCX node to an
uninterruptible power supply (UPS) to provide backup power and protect your
Failure to connect the Unified CCX nodes to a UPS may result in
damage to physical media and require a new installation of Unified CCX.
Use the Backup and Restore system to take the regular backup of the
Unified CCX 7.0(2)ES03 server before you start the backup process using the
Unified CCX Pre-Upgrade Tool (PUT).
Make sure that all the nodes in the Unified CCX 7.0(2)ES03 cluster
are running before you start the backup process using the PUT.
Stop and disable Cisco Security Agent (CSA) and other antivirus
software applications running on the Unified CCX 7.0(2)ES03 nodes in
the cluster before starting the Windows to Linux Upgrade.
Ensure that Unified CCX and Unified CM data are in sync before
proceeding with the backup and if not, perform the data resync operation.
Configuration changes done through Cisco Unified CCX Administration
after Unified CM
"Linux to Linux Upgrade" installation and before
"Linux to Linux Switch version" may not be migrated as part of
the upgrade operation.
Always run PUT on the engine master node of the Unified
Note that the call center will not be operational during the PUT restore phase.
PUT backs up only 1.5 GB of latest recording data per node.
PUT does not back up any user level files (prompts/grammar/documents) that are stored outside of Unified CCX repository. You must manually back up these files to a safe network location.
Disable the Proxy setting on the server you intend to back-up otherwise you may receive the following error message:
Proxy settings are enabled on this server. Turn off all the proxy
settings prior to starting the backup operation.
Ensure you have access to a secure FTP (SFTP) server to back up the
data over a network.
Preferably, use an SFTP server product that is certified with Cisco
through the Cisco Technology Developer Partner program (CTDP), such as
GlobalScape. However, Cisco allows you to use any SFTP
Your call center can continue to operate while PUT is
being installed. However, if the call center is operational during the backup
operation, you will lose newly generated call record data.
The configuration changes made during or after running PUT will not be retained when you upgrade.
Perform the upgrade activity during off-peak hours or a
maintenance window to avoid impact from call-processing interruptions.
Note that when you install Unified CCX 9.0(x) on an existing
server, the hard drive gets formatted, and all existing data on the drive gets
Procure the necessary Unified CM licenses and keep them handy.
After running the PUT and before installing Unified CCX 9.0(x),
upgrade the system running Unified CM to the latest compatible version
"Linux to Linux Upgrade" process and perform a switch version
to switch and activate the upgraded partition.
Complete the installation of Cisco Unified CCX 9.0(x)
software on the first node before installing the second node.
Use the same security password on both the servers in the cluster
if you plan for an HA setup after the upgrade.
Note that user credentials entered while running
the Installation wizard are case sensitive.
Carefully read the instructions that follow before you proceed
with installing Unified CCX 9.0(x).
Procure the necessary Unified CCX 9.0(x) licenses and keep
them handy after installing the Unified CCX 9.0(x) server and before restoring the
backed-up data on the system. For more information on how to
procure the licenses, see Installing Cisco Unified CCX and Cisco Unified IP
Before you install the second (subscriber) node, add and configure it on the first (publisher) node using the Web
Administration of the first node.
Note that the demo license feature is not available when you
upgrade from a previous product version.
After you successfully restore the backed-up data on the first node,
you must perform the JTAPI and Data Resync activity using the web interface of
the Unified CCX Administration. Perform this activity before you
proceed with the Add to Cluster operation.
For a two-node setup, ensure that both nodes in the cluster are running the same release and version of Unified CCX.
Install the second node and add to cluster during off-peak hours to avoid possible call drops during the formation
of a cluster.
Perform the Add to Cluster operation only after you have
completely restored and upgraded the first node in a two-node setup.
Delete the migrated Cisco Tool for Auto-Registered Phone Support
(TAPS) component from the recently upgraded Unified CCX 9.0(x) server to avoid
data conflicts. After a successful upgrade, you must download the TAPS from the
upgraded Unified CM server again and reupload this component to the Unified
CCX 9.0(x) server.
Note that Unified CCX 9.0(x) prompt file names are case-sensitive. Ensure that the prompt file names in the system exactly match the prompt file names used in scripts. You can complete this task before or after the upgrade by updating the names in the scripts or in the system.
Cisco Agent Desktop devices do not support CTI Ports, CTI Route Points, and Agent Phones configured as "IPv4+IPv6". So, ensure that they are configured as IPv4 only.
Cisco Agent Desktop, Cisco Supervisor Desktop and Cisco Desktop Administrator must be upgraded after upgrading to Cisco Unified CCX 9.0. Cisco Agent Desktop clients automatically upgrade if the user logs in to the PC with local Administrator rights and launches CAD the first time after the system is upgraded.
Unified CCX 9.0(x) offers a direct solution for Unified CCX 7.0(2)ES03 to upgrade to Unified CCX 9.0(x). It also offers an indirect upgrade solution for Cisco Unified IP IVR 5.0(x) releases by first upgrading to 7.x, or 8.x using Windows to Linux upgrade (see this document) and upgrading to 9.0(x) using Linux to Linux upgrade.
If you are currently running Cisco Unified IP IVR 5.0(x), you can also upgrade to 7.0(2)ES03 and then use this document to upgrade to Unified CCX 9.0(x).
If you are running any other earlier releases of Cisco Unified IP IVR, such as 4.0(5) or 4.5, consider upgrading your system to Unified CCX 7.0(2)ES03 and then use this document to upgrade to Unified CCX 9.0(x) using the Windows to Linux upgrade.
For upgrades from Unified CCX 8.x to Unified CCX 9.0(1), you have to apply the COP patch file "ciscouccx.refresh_upgrade_v1.1.cop.sgn" and for Unified CCX 9.0(2) use "ciscouccx.refresh_upgrade_v1.2.cop.sgn" before beginning the upgrade process.