Log in to the reporting interface for the node:

• For Unified CM nodes, log in to the Cisco Unified Reporting interface.
• For IM and Presence nodes, log in to the Cisco Unified IM and Presence Reporting interface.

Select System Reports.

Check database replication on the node:

• For Unified CM, select Unified CM Database Status.
• For IM and Presence, select IM and Presence Database Status.

Click the Generate Report (bar chart) icon in the Reports window.

Click the View Details link to expose details for a section that does not automatically appear.

If the report indicates that there are errors, select the Report Descriptions report and review the troubleshooting information with possible remedies.

Start a CLI session using one of the following methods:

• From a remote system, use SSH to connect securely to the Cisco Unified Operating System. In your SSH client, enter your ssh adminname@hostname and enter your password.

• From a direct connection to the serial port, enter your credentials at the prompt that displays automatically.

Execute the utils dbreplication status command to check for errors or mismatches in the database tables.

Execute the utils dbreplication runtimestate command to check if the database replication is active on the node.

From the Cisco Unified Serviceability interface, select Tools > Serviceability Reports Archive.

Click on the link and choose the most recent report.

Click the CallActivitiesRep to open the Call Activities Report in a new tab and verify that the number of Calls Attempted is not too high for the capacity of the virtual machine. You can determine the threshold for the number of Calls Attempted by checking the recommendations for your system in the Cisco Collaboration Systems Solution Reference Network Designs (SRND) at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-system/products-implementation-design-guides-list.html.

Return to the Cisco Unified Serviceability interface and click the PerformanceRep link for each node to view the Performance Protection Statistics Reports.

In each Performance Protection Statistics Report, verify that your system does not exceed the cluster-wide or per-node limits that are specified for your deployment size.

Start a CLI session using one of the following methods:

• From a remote system, use SSH to connect securely to the Cisco Unified Operating System. In your SSH client, enter your ssh adminname@hostname and enter your password.

• From a direct connection to the serial port, enter your credentials at the prompt that displays automatically.

Execute the utils diagnose test command.

Execute the utils diagnose fix command to attempt to automatically fix system problems.

From Cisco Unified OS Administration, choose Security > Certificate Management.

Use the Find controls to filter the certificate list.

Choose the filename of the certificate.

Click Delete.

Click OK.

From Cisco Unified OS Administration, choose Security > Certificate Management.

Configure the fields on the Generate New Self-Signed Certificate window. See online help for more information about the fields and their configuration options.

Click Generate.

Restart all services that are affected by the regenerated certificate.

Update the CTL file (if configured) after you regenerate the CAPF, ITLRecovery Certificates or CallManager Certificates.

From the Disaster Recovery System, select Backup > Manual Backup.

In the Manual Backup window, select a backup device from the Backup Device Name area.

Choose a feature from the Select Features area.

Click Start Backup.

Use a web browser or TFTP client to access the directories where the ringtones and background images are stored.

Backup the following files: Ringlist.xml and List.xml .

Back up the custom ringtones. These are located in the TFTP directory.

Back up the background images. These are located in the folder /Desktops (and its subfolders) in the TFTP directory.

Start a CLI session using one of the following methods:

• From a remote system, use SSH to connect securely to the Cisco Unified Operating System. In your SSH client, enter your ssh adminname@hostname and enter your password.

• From a direct connection to the serial port, enter your credentials at the prompt that displays automatically.

Execute the show network cluster command on each node in your network to verify communication between Unified Communications Manager servers in the cluster.

If you have an NTP server, execute the utils ntp status command to verify connectivity to the NTP server.

If you have an SMTP server, ping the server to verify connectivity.

If you are using DNS, execute the show network eth0 command on each node in your network to verify that the DNS and domain are configured.

Check that DNS name resolution is working correctly:

1. Ping the FQDN of each Unified Communications Manager node to ensure that it resolves to the IP address.

2. Ping the IP address of each Unified Communications Manager to ensure that it resolves to the FQDN.

Start a CLI session using one of the following methods:

• From a remote system, use SSH to connect securely to the Cisco Unified Operating System. In your SSH client, enter your ssh adminname@hostname and enter your password.

• From a direct connection to the serial port, enter your credentials at the prompt that displays automatically.

Execute the following command:utils network ipv6 pingdestination [count]

• destination is a valid IPv6 address or host name that you want to ping
• count is the number of times to ping the external server. The default is 4.

From the Cisco Unified CM IM and Presence Administration interface, select Diagnostics > System Troubleshooter .

When the results of the troubleshooting check are loaded, verify that all of the Sync Agent Troubleshooter tests have a green checkmark in the Outcome column to indicate that the test was passed.

If any of the Sync Agent Troubleshooter tests are failed, use the information in the Problem and Solution columns to resolve the issue before continuing with the upgrade process.

Record the following login and password information:

• all application users credentials, such as DRS, AXL, and accounts for other third-party integrations

• administrator, cluster security, and Certificate Trust List (CTL) security token passwords

Record the following information about your network configuration:

• IP addresses, hostnames, gateways, domain names, DNS servers, NTP servers, the Call Detail Recording (CDR) server, and SMTP information

• server versions and time zones

• services running on each server and the associated activation status

• LDAP information and access details

• SNMP information

From the Unified RTMT interface, select CallManager > Device > Device Summary.

Record the number of registered devices for each node:

From the Cisco Unified CM IM and Presence Administration interface, select System > Cluster Topology.

Record the number of users that are assigned to each node and cluster.

From the Cisco Unified CM Administration interface, choose System > Service Parameters.

From the Server drop-down list, select the node that is running the TFTP service.

From the Service drop-down list, select Cisco TFTP service.

Click Advanced.

Click Save.

Record the value that is configured for the Maximum Serving Count.

From the Cisco Unified CM Administration interface, choose System > Enterprise Parameters.

Take screen captures to record the settings that you have configured, and save the information so that you can restore the settings after the upgrade is complete.

From the Cisco Unified CM IM and Presence Administration interface, choose System > Enterprise Parameters.

Take screen captures to record the settings that you have configured, and save the information so that you can restore the settings after the upgrade is complete.

From Cisco Unified CM Administration, choose Bulk Administration > Users > Export Users.

Click Find to display all user records.

Click Next.

Enter a filename in the in the File Name text box and choose file format from the File Format drop-down list.

In the Job Information area, enter the Job description.

Click Run Immediately to export user records immediately

Click Submit.

To download the exported file, choose Bulk Administration > Upload/Download Files.

Enter search criteria for the file that you generated and click Find.

Select the check box that corresponds to the file that you want to download and click Download Selected.

In the File Download pop-up window, click Save.

In the Save As pop-up window, choose the location where you want to save the file and click Save. Ensure that you copy the file off of the server and save it to a remote PC or device.

From Cisco Unified OS Administration, choose Software Upgrades > Install/Upgrade.

Fill in the applicable values in the Software Location section and click Next.

In the Available Software drop-down list, select the device package file and click Next.

Verify that the MD5 value is correct, and then click Next.

In the warning box, verify that you selected the correct firmware, and then click Install.

Check that you received a success message.

Stop and restart the TFTP server.

Reset the affected devices to upgrade the devices to the new load.

From Cisco Unified CM Administration, choose Device > Device Settings > Device Defaults and manually change the name of the "Load Information" and "Inactive Load Information" for the specific Device Type fields for the new load on the TFTP server.

Click Save, and then reset the devices.

From the Unified RTMT interface, select System > Server > Critical Services.

To display system critical services, click the System tab.

To display Unified Communications Manager critical services, select a Unified Communications Manager node from the drop-down list and click the Voice/Video tab.

To display IM and Presence Service critical services, click the IM and Presence tab and select an IM and Presence Service Service node from the drop-down list.

If the status indicates that any critical services are stopped, reactivate them before beginning the upgrade.

From Cisco Unified Serviceability, choose Tools > Service Activation.

From the Server list, choose the node on which you want to deactivate services and click Go.

Deselect the Cisco Extension Mobility services.

Click Stop.

Repeat Steps 2 through 4 for each node that is running Cisco Extension Mobility services.

Make a list of all the nodes on which you have disabled these services. You will need to restart the services after the upgrade is complete.

From Cisco Unified Serviceability, choose Tools > Service Activation.

From the Server list, choose the node on which you want to deactivate services and click Go.

Deselect Cisco TFTP services.

Click Stop.

Repeat Steps 2 through 4 for each node that is running Cisco TFTP services.

Make a list of all the nodes on which you have disabled these services. You will need to restart the services after the upgrade is complete.

From the Cisco Unified Serviceability interface, select Tools > Control Center - Network Services.

Select an IM and Presence Service Service node from the Server drop-down list and click Go.

In the IM and Presence Services section, select the Cisco Sync Agent and click Stop.

In the Real-Time Monitoring Tool, select Disk Usage from the list of System counters on the left navigation pane.

View the tables on the bottom of the page and compare the Total Space to the Used Space for the common partition. You need a minimum 25G of available common partition space before you begin an upgrade.

In the Real Time Monitoring Tool (RTMT) interface, double-click Alert Central in the left navigation pane.

On the System tab, right-click LogPartitionLowWaterMarkExceeded and select Set Alert/Properties.

Select Next.

Adjust the slider value to 30.

On the System tab, right-click LogPartitionHighWaterMarkExceeded and select Set Alert/Properties.

Select Next.

Adjust the slider value to 40.

Manually remove outdated or unused firmware files from the TFTP directory using one of the following options:

• From the Cisco Unified OS Administration interface, select Software Upgrades > TFTP File Management and delete any unnecessary files.
• From the command line interface, use the file list tftp and file delete tftp commands delete any unnecessary files.
• From the Cisco Unified OS Administration interface, select Software Upgrades > Device Load Management and delete any unnecessary files.

Perform this step only if the previous steps did not create enough disk space for the upgrade. Use the Free Common Space COP file (ciscocm.free_common_space_v<latest_version>.cop.sgn).

Refer to the table below this procedure to identify the COP files, if any, that you need.

Download the upgrade files for the applications from Cisco.com. The software is available in export restricted (K9) and export unrestricted versions (XU), so be sure to confirm that you select the correct file.

• To download the Unified Communications Manager upgrade file, go to https://software.cisco.com > click Software Download link under Download & Upgrade section, and then, navigate to Unified Communications > Call Control > Cisco Unified Communications Manager (CallManager) > <Version> > Unified Communications Manager/CallManager/Cisco Unity Connection Updates.
• To download the IM and Presence Service Service upgrade file, go to https://software.cisco.com > click Software Download link under Download & Upgrade section, and then, navigate to Unified Communications > Unified Communications Applications > Presence Software > Unified Communications Manager IM and Presence Service > <Version> > Unified Presence Service (CUP) Updates.

Go to https://software.cisco.com > click Software Download link under Download & Upgrade section, and then, navigate to Unified Communications > Call Control > Cisco Unified Communications Manager (CallManager) > <Version> > Unified Communications Manager/CallManager/Cisco Unity Connection Utilities to download COP files for Unified Communications Manager.

Go to https://software.cisco.com > click Software Download link under Download & Upgrade section, and then, navigate to Unified Communications > Unified Communications Applications > Presence Software > Unified Communications Manager IM and Presence Service > <Version> > Unified Presence Service (CUP) Updates and select UTILS to download COP files for IM and Presence Service.

Start a CLI session using one of the following methods:

• From a remote system, use SSH to connect securely to the Cisco Unified Operating System. In your SSH client, enter your ssh adminname@hostname and enter your password.

• From a direct connection to the serial port, enter your credentials at the prompt that displays automatically.

Execute the utils dbreplication setrepltimeout timeout command, where timeout is database replication timeout, in seconds. Ensure that the value is between 300 and 3600.

From the Cisco Unified CM Administration user interface, choose System > Presence Redundancy Groups.

Click Find and select the group.

On the Presence Redundancy Group Configuration window, uncheck the Enable High Availability check box.

Click Save.

Repeat this procedure for each Presence Redundancy Group.

When you are done, wait at least two minutes to sync the new HA settings across the cluster before you make any further changes

Power off the virtual machine.

Edit the settings to add a serial port. For more information about making configuration changes using vSphere Client, refer to the user manual for the product.

Attach the serial port to a .tmp file.

Power on the virtual machine and proceed with the upgrade.