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This chapter explains how to upgrade Unified CCX.
Upgrade files are available as Cisco Options Package (COP) files or ISO images.
You can upgrade Unified CCX using COP files from the Command Line Interface (CLI) or through Cisco Unified OS Administration web interface. You can apply the COP files from the FTP/SFTP server.
You can upgrade Unified CCX using ISO images from:
You can apply the ISO images from:
Local DVD
Note | The local DVD may be a bootable ISO image or a non-bootable ISO image. |
FTP/SFTP server
Note | For information about supported upgrades, see Compatibility Matrix for Cisco Unified CCX , available here: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html |
Unified CCX provides the following upgrade options:
Upgrade Type |
Upgrade Path |
Description |
---|---|---|
Linux to Linux Upgrade |
10.5.x/10.5.xSUx/ 10.6.x/10.6.xSUx to 11.0.x |
|
Refresh Upgrade (RU) |
10.0.x to 11.0.x |
There is service interruption during the upgrade and subsequent server restart. |
9.x.x to 11.0.x |
There is service interruption during the upgrade and subsequent server restart. |
|
COP file See Apply COP File. |
Fix for the same version |
Install Unified CCX only on virtual machines. Unified CCX will not run on bare metal.
DNS is mandatory. Before you upgrade, ensure that the domain name and DNS server IPs are configured and verify the forward and reverse lookups on the DNS server are correct.
The memory requirements have changed for Unified CCX 10.0(1) or later. For more information about RAM requirements, see http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Contact_Center_Express#Version_10.0.28x.29 .
After you upgrade to Unified CCX 10.0(1) or later, it ignores Agent IDs and Supervisor IDs with special characters, such as dollar ($), ampersand (&), single quotes (` '), colon (:), angle brackets (< >), square brackets ([ ]), parenthesis ({ }), double quotes (" "), hash (#), percent (%), semicolon (;), comma (,), tilde (~), pipe (|), forward slash (/), question mark (?), backward slash (\). If you try to change these user IDs in Cisco Unified Communications Manager, Unified CCX 10.0(1) considers them as new IDs and you will not be able to recover these user IDs.
Unified Intelligence Center is the only reporting client available.
Do not make any configuration changes during the upgrade, because the changes are lost after the upgrade.
In an HA setup, do not switch versions on both the first and second nodes at the same time. Perform switch version on the second node only after you switch versions on the first node. Otherwise, the upgrade might fail or there might be discrepancy in data.
Upgrade Unified CCX during off-peak hours or during a maintenance window to avoid service interruptions.
Upgrade Unified CCX and Cisco SocialMiner in the same maintenance window and perform the upgrade on Cisco SocialMiner first, followed by Unified CCX.
Both the nodes in a cluster must run the same release of Unified CCX. The only exception is while you are upgrading the cluster software, during which a temporary mismatch is allowed.
Note | Switch version of Node 1 automatically initiates a node restart and there is no need to manually restart Node 1. |
Ensure that you are able to log in successfully to Cisco Unified Intelligence Center, on Node 1, using Administrator or Reporting User credentials.
You may experience a delay of approximately 30 minutes for the services to start during the first restart of the Unified CCX system post the switch version. This is due to the application of Security policies post upgrade. This delay will not appear in subsequent restarts.
It takes approximately 90 minutes to upgrade a node.
Do not modify the Hostname or IP address of the Unified CCX server during the upgrade process.
For more information on Certificates, see Cisco Unified Contact Center Certificate Management Guide available at: http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html
Step 1 | Ensure you have the Secure File Transfer Protocol (SFTP) server product. |
Step 2 | Obtain the appropriate ISO file from http://www.cisco.com if you do not have the upgrade DVD from Cisco. |
Step 3 | Create an ISO image of the upgrade file and place it on a DVD or FTP/SFTP server as required. |
Step 4 | Obtain the license file. See Unified CCX Licenses. |
Step 5 | Back up all the existing data. See the documentation available here: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html. |
The following table lists the required tasks to upgrade a Single Node and a High Availability (HA) setup for Refresh Upgrade and Linux to Linux Upgrade types.
Note | You must be on the latest SU version before upgrading to a version on a higher major version. |
Upgrade Scenario |
Tasks |
|
---|---|---|
10.0.x to 11.0.x 9.x.x to 11.0.x |
Single Node Setup:
|
|
HA Setup:
|
||
10.5.x/10.5.xSUx to 11.0.x 10.6.x/ 10.6.xSUx to 11.0.x |
Single Node Setup:
HA Setup:
|
The COP file is the Cisco Options Package file. It is a compressed TAR file or an RPM file that has a cop.sgn file extension, and is signed by Cisco. COP files are installed on the active partition. You can apply the COP file using the CLI. The COP files for a specific release version can be downloaded from the location, Download Software. (For example, browse to Unified Contact Center Express Upgrade Utilities for a specific release version from the following location, ).
If you want to use the Cisco Finesse desktop interface in a language other than English, download and install the language COP file.
Note | Reinstall the Language COP file post upgrading your UCCX to a SU version as they are not automatically migrated. |
See the documentation that is provided with the COP file for additional instructions on how to apply the COP file.
Contact Cisco if you want to roll back the COP file.
Note | For an HA setup, repeat this procedure for node 2 only after restarting node 1 after successful COP installation. |
Step 1 | Follow Steps 1 to 8 from Upgrade Unified CCX Using CLI. |
Step 2 | Enter the command utils system restart to restart the server. |
You can upgrade Unified CCX either from a local DVD or from a FTP/SFTP server.
Before you perform a refresh upgrade to 11.x, you must modify the following virtual machine parameters : Red Hat Enterprise Linux version, Memory, RAM and Disk.
Step 1 | After a successful installation of the upgrade COP, power off the virtual machine. | ||
Step 2 | From VMWare VSphere, select the virtual machine > Edit Settings. The Virtual Machine Properties window appears. | ||
Step 3 | In the Options tab, select General Options and update the Guest Operating System to Red Hat Enterprise Linux 6(64-bit). Click OK. | ||
Step 4 | Again select
the virtual machine >
Edit
Settings. In the
Hardware tab, update the
Memory
Size,
RAM, and
DISK space required. See the Unified CCX
Virtualization related information located at:
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html
to choose the parameters.
| ||
Step 5 | Power on the
virtual machine and continue with the refresh upgrade.
|
Caution | Never initiate switch version from the recovery CD. |
Note | For an HA setup, verify the versions on both the nodes. |
Note | For HA setup, verify the services on both the nodes. |
Note | For Cisco Finesse Desktop Failover to succeed, ensure the status of Cisco Database Replication is 'Good replication'. |
You must upgrade Unified CCX Editor after you upgrade Unified CCX. The Cisco Unified Real-Time Monitoring Tool (RTMT) is automatically upgraded during the upgrade process.