Getting Started with Cisco Customer Response Applications 3.1(1)
Appendix C: Upgrading Cisco CRA and Cisco CallManager

Table of Contents

Upgrading Cisco CRA and Cisco CallManager
Upgrading from a Co-Resident Installation of Cisco CRA 2.2(5) and Cisco CallManager 3.2(2c)
Upgrading from a Co-Resident Installation of Cisco CRA 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)
Upgrading from a Standalone Installation of Cisco CRA 2.2(5), 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)

Upgrading Cisco CRA and Cisco CallManager


This appendix provides procedures and references for upgrading Cisco CRA and Cisco CallManager. This information applies only if you are using Cisco CallManager 3.2(2c).

To upgrade, start by finding your current Cisco CRA release and current installation type in Table C-1. Then go to the section shown in the Procedure column.

Table C-1   Procedure References for Upgrading Cisco CRA and Cisco CallManager

Cisco CRA Release Cisco CallManager Release Installation Type1 Procedure

2.2(5)

3.2(2c)

Co-resident

See the "Upgrading from a Co-Resident Installation of Cisco CRA 2.2(5) and Cisco CallManager 3.2(2c)" section

3.0(1), 3.0(2), or 3.0(3)

3.2(2c)

Co-resident

See the "Upgrading from a Co-Resident Installation of Cisco CRA 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)" section

2.2(5), 3.0(1), 3.0(2), or 3.0(3)

3.2(2c)

Standalone

See the "Upgrading from a Standalone Installation of Cisco CRA 2.2(5), 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)" section

1In a co-resident installation, the Cisco CRA components and Cisco CallManager are installed on the same server. In a standalone installation, the Cisco CRA components and Cisco CallManager are installed on separate servers.

Upgrading from a Co-Resident Installation of Cisco CRA 2.2(5) and Cisco CallManager 3.2(2c)

To upgrade from a co-resident installation of Cisco CRA 2.2(5) and Cisco CallManager 3.2(2c), perform the following steps:

Procedure Notes Reference
Step 1 

Uninstall or pause the Cisco IP Telephony Applications Server Backup Utility.

Use the Windows Add/Remove Programs window.

If you cannot uninstall this utility, pause it by right-clicking the Backup and Restore icon in the Windows system tray and choosing Pause Service.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation, available at this URL:
http://www.cisco.com/univerc d/cc/td/doc/product/voice/backup/index.htm

Step 2 

Reboot the Cisco CRA server.

Step 3 

Install and configure the latest version of the Cisco IP Telephony Applications Server Backup Utility.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 4 

Use the Cisco IP Telephony Applications Server Backup Utility to back up Cisco CRA data and Cisco CallManager data.

On the backup server, make sure to choose the CRA tab in the Cisco IP Telephony Applications Server Backup Utility add the CRA server host name, user name.

Make sure that the backup destination is either a network directory or a tape device. Do not back up to the local hard disk.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation.

Step 5 

Reinstall the Windows operating system.

When reinstalling the operating system, choose the Same Server Recovery option.

Make sure to install the version of the operating system, and make sure to install any operating system support patches that are available from Cisco.

Refer to Installing the Operating System on the Cisco IP Telephony Server, available at this URL:

http://www.cisco.com/univerc d/cc/td/doc/product/voice/iptel_os/install/os200024.htm

Step 6 

Reinstall and configure the latest version of the Cisco IP Telephony Applications Server Backup Utility.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 7 

Install Cisco CallManager 3.3.

Cisco CallManager data is restored as part of the installation process.

Refer to Installing Cisco CallManager Release 3.3(2) (or later if compatible with this version of CRA), available at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Step 8 

Install Cisco CallManager 3.3 support patches, as required.

Refer to the Readme documentation that posts next to the support patch at this URL:
http://www.cisco.com/kobayas hi/sw-center/sw-voice.shtml

Step 9 

If you are using Cisco CallManager Extension Mobility, set up this feature in Cisco CallManager.

Refer to Cisco CallManager Features and Services Guide, available at this URL:
http://www.cisco.com/en/US/ products/sw/voicesw/ps556/products_feature_guides_books_list.html

Step 10 

Reinstall Cisco CRA 2.2(5).

After reinstallation, do not perform the initial setup of CRA Administration.

Refer to Getting Started with Cisco Customer Response Applications for Release 2.2(5).

Step 11 

Create the following directory on the CRA server:

C:\MSSQL7\Data

Step 12 

Restore the Cisco CRA data that you backed up in Step 4.

Refer to latest version of the Cisco IP Telephony Applications Server Backup Utility documentation.

Step 13 

Stop the MSSQLServer service.

Use the Windows Services window.

Step 14 

Stop the sqlservr.exe process.

Use the Windows Task Manager.

Step 15 

Copy all files from C:\MSSQL7\Data to C:\Program Files\Microsoft SQL Server\MSSQL\Data

Step 16 

Start the MSSQLServer service

Use the Windows Services window.

Step 17 

Install and configure Cisco CRA 3.1.

See "Installing Cisco CRA 3.1"

Upgrading from a Co-Resident Installation of Cisco CRA 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)

To upgrade from a co-resident installation of Cisco CRA 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c), perform the following steps:

Procedure Notes Reference
Step 1 

Uninstall or pause the Cisco IP Telephony Applications Server Backup Utility.

Use the Windows Add/Remove Programs window.

If you cannot uninstall this utility, pause it by right-clicking the Backup and Restore icon in the Windows system tray and choosing Pause Service.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation, available at this URL:
http://www.cisco.com/univerc d/cc/td/doc/product/voice/backup/index.htm

Step 2 

Reboot the Cisco CRA server.

Step 3 

Install and configure the latest version of the Cisco IP Telephony Applications Server Backup Utility.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 4 

Use the Cisco IP Telephony Applications Server Backup Utility to back up Cisco CRA data and Cisco CallManager data.

On the backup server, make sure to choose the CRA tab in the Cisco IP Telephony Applications Server Backup Utility add the CRA server host name, user name.

Make sure that the backup destination is either a network directory or a tape device. Do not back up to the local hard disk.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation.

Step 5 

Reinstall the Windows operating system.

When reinstalling the operating system, choose the Same Server Recovery option.

Make sure to install the latest version the operating system, and make sure to install any operating system support patches that are available from Cisco.

Refer to Installing the Operating System on the Cisco IP Telephony Server, available at this URL:

http://www.cisco.com/univerc d/cc/td/doc/product/voice/iptel_os/install/os200024.htm

Step 6 

Install and configure the latest version of the Cisco IP Telephony Applications Server Backup Utility.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 7 

Install Cisco CallManager 3.3.

Cisco CallManager data is restored as part of the installation process.

Refer to Installing Cisco CallManager Release 3.3(2) (or later if compatible with this version of CRA), available at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Step 8 

Install Cisco CallManager 3.3 support patches, as required.

Refer to the Readme documentation that posts next to the support patch at this URL:
http://www.cisco.com/kobayas hi/sw-center/sw-voice.shtml

Step 9 

If you are using Cisco CallManager Extension Mobility, set up this feature in Cisco CallManager.

Refer to Cisco CallManager Features and Services Guide, available at this URL:
http://www.cisco.com/en/US/ products/sw/voicesw/ps556/products_feature_guides_books_list.html

Step 10 

If you are upgrading from Cisco CRA 3.0(1) or 3.0(2), install Cisco CRA 3.1

If you are upgrading from Cisco CRA 3.0(3), reinstall Cisco CRA 3.0(3).

After installation, do not perform the initial setup of CRA Administration. Instead, simply exit the CRA Administration web page.

Refer to Getting Started with Cisco Customer Response Applications for the appropriate release.

Step 11 

Create the following directory on the CRA server:

C:\MSSQL7\Data

Step 12 

Stop the Directory Services Sync service, which is named DirAccessSynSvr.exe.

Use the Windows Services window.

 

Step 13 

Restore the Cisco CRA data that you backed up in Step 4.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation.

Step 14 

Install or reinstall Cisco CRA 3.1.

Skip the initial Applications Administration set up.

See "Installing Cisco CRA 3.1"

Step 15 

Stop the MSSQLServer service.

Use the Windows Services window.

Step 16 

Stop the sqlservr.exe process.

Use the Windows Task Manager.

Step 17 

Copy all files from C:\MSSQL7\Data to C:\Program Files\Microsoft SQL Server\MSSQL\Data

Step 18 

Start the MSSQLServer service

Step 19 

If you set up an ICD Call Statistics, Recording, and Monitoring server, follow these steps on that server:

1. Open a Command window.

2. Type this command and press Enter:

cd "c:\Program Files\ Cisco\Desktop\RASCAL Server\db"

3. Type the following command and press Enter. Replace sa_id and sa_pwd with the SQL server user ID and password, respectively. (The default user ID is sa.)

osql -n -Usa_ID -Psa_pwd -i .\upgraderasdb.sql

4. Exit the Command window.

5. Start the Cisco Desktop RASCAL Server service.

Step 20 

Start Cisco CRA and perform the set up and configuration procedures.

See the "Accessing the CRA Administration Web Interface" section and the remaining sections in that chapter.

Step 21 

Perform this procedure:

1. Open a command window.

2. Type this command and press Enter:

cd "c:\Program Files\ Cisco\
Desktop_Config\Util"

3. Type this command, which includes a space after "DSBrowser," and press Enter:

DSBrowser /super_editable

4. In Spanlink Communications Directory Services Browser (DSBrowser), navigate to Agents node. For each supervisor, double-click the name in the right pane of the window and reset the Employee Password to the Employee ID.

5. Exit DSBrowser and exit the Command window.

6. Instruct supervisors to use their Cisco Agent Desktop login IDs and passwords the next time that they start the Cisco Supervisor Desktop, and to reset their passwords, if desired.

 

 

 

 

Upgrading from a Standalone Installation of Cisco CRA 2.2(5), 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c)

To upgrade from a standalone installation of Cisco CRA 2.2(5), 3.0(1), 3.0(2), or 3.0(3) and Cisco CallManager 3.2(2c), perform the following steps:

Procedure Notes Reference
Step 1 

Uninstall or pause the Cisco IP Telephony Applications Server Backup Utility on the Cisco CRA server and on the Cisco CallManager server.

Reboot each server after uninstalling this utility.

Use the Windows Add/Remove Programs window.

If you cannot uninstall this utility, pause it by right-clicking the Backup and Restore icon in the Windows system tray and choosing Pause Service.

Refer to the latest version of the Cisco IP Telephony Applications Server Backup Utility documentation, available at this URL:
http://www.cisco.com/univerc d/cc/td/doc/product/voice/backup/index.htm

Step 2 

On the Cisco CallManager server, install the latest version of the Cisco IP Telephony Applications Server Backup Utility.

During installation of the utility, configure this server as a backup server.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 3 

On the Cisco CRA server, install and configure the latest version of the Cisco IP Telephony Applications Server Backup Utility.

During installation of the utility, configure this server as a backup target.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 4 

On the Cisco CallManager server, use the Cisco IP Telephony Applications Server Backup Utility to back up Cisco CRA data and Cisco CallManager data.

On the backup server, make sure to choose the CRA tab in the Cisco IP Telephony Applications Server Backup Utility add the CRA server host name, user name.

Make sure that the backup destination is either a network directory or a tape device. Do not back up to the local hard disk.

Refer to latest version of the Cisco IP Telephony Applications Server Backup Utility documentation.

Step 5 

On the Cisco CallManager server, reinstall the Windows operating system.

When reinstalling the operating system, choose the Same Server Recovery option.

Make sure to install the latest version of the operating system, and make sure to install any operating system support patches that are available from Cisco.

Refer to Installing the Operating System on the Cisco IP Telephony Server, available at this URL:

http://www.cisco.com/univerc d/cc/td/doc/product/voice/iptel_os/install/os200024.htm

Step 6 

On the Cisco CallManager server, install the latest version of the Cisco IP Telephony Applications Server Backup Utility.

During installation of the utility, configure this server as a backup server.

See the "Installing and Configuring the Cisco IP Telephony Applications Backup Utility" section.

Step 7 

On the Cisco CallManager server, install Cisco CallManager 3.3.

Cisco CallManager data is restored as part of the installation process.

Refer to Installing Cisco CallManager Release 3.3(2) (or later if compatible with this version of CRA), available at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Step 8 

On the Cisco CallManager server, install Cisco CallManager 3.3 support patches, as required.

Refer to the Readme documentation that posts next to the support patch at this URL:
http://www.cisco.com/kobayas hi/sw-center/sw-voice.shtml

Step 9 

If you are using Cisco CallManager Extension Mobility, set up this feature in Cisco CallManager.

Refer to Cisco CallManager Features and Services Guide, available at this URL:
http://www.cisco.com/en/US/ products/sw/voicesw/ps556/products_feature_guides_books_list.html

Step 10 

On the Cisco CRA server, install and configure Cisco CRA 3.1.

See "Installing Cisco CRA 3.1"