Unified CCX Upgrade

This chapter explains how to upgrade Unified CCX.

Unified CCX Upgrade Types

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:

  • Cisco Unified OS Administration web interface

  • Command Line Interface (CLI)

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:

Table 1 Types of Upgrade

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

  • There is no service interruption during the upgrade and no subsequent server restart.

  • The new version is installed on the inactive partition.

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

  • There is service interruption during the upgrade and subsequent server restart.

  • COP files are installed on the active partition and you cannot uninstall them. If you want to uninstall, contact Cisco.

Important Considerations for Upgrade

  • 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.

  • When you upgrade Unified CCX in an HA deployment ensure that the following conditions are met before Switch version is initiated on Node 2:
    • Switch version of Node 1 is complete and the node is successfully restarted. Otherwise, the upgrade might fail or there might be discrepancy in data.

      Note

      Switch version of Node 1 automatically initiates a node restart and there is no need to manually restart Node 1.

    • The following services are started on Node 1 after it was restarted (post Switch version):

      • A Cisco DB

      • Cisco Unified Intelligence Center

      • Cisco Finesse

      • Cisco Unified CCX Administration

      • Cisco Unified Cluster View Daemon

      • Cisco Unified CCX Engine

    • 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.

  • Unified CCX 10.0(1) and later versions include a feature in the VMware Installation information line to indicate whether the disk partitions are aligned. If the disk partitions are aligned, the VMware installation information line will indicate "Partitions aligned". After upgrading, if the VMware installation information line indicates "ERROR-UNSUPPORTED: Partitions unaligned.", it means that Cisco cannot provide support for performance issues. To correct a virtual machine with unaligned partitions you must perform the applicable restore (with rebuild) scenario procedure in Cisco Unified Contact Center Express Operations Guide available at:

    http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​maintenance_​guides_​list.html

Preupgrade Tasks

Procedure
    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.
    1. Create an ISO image of the upgrade file on the DVD. Do not copy the ISO file to a DVD.
    2. Place the ISO image on an FTP/SFTP server to which your server has access.
    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.

    Unified CCX Upgrade Scenarios

    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.
    Table 2 Upgrade Scenarios

    Upgrade Scenario

    Tasks

    10.0.x to 11.0.x

    9.x.x to 11.0.x

    Single Node Setup:

    1. Apply COP File, so that when you upgrade later, the system can detect whether the upgrade is an RU or not.

      1. Go to URL: http:/​/​software.cisco.com/​download/​navigator.html

      2. Enter your username and password and click Log In.

      3. Choose from the list Products > Customer Collaboration > Contact Center Solutions > Unified Contact Center Express > Unified Contact Center Express 11.0(1).

      4. Click Unified Contact Center Express Upgrade Utilities.

      5. Download the COP file.

    2. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI

    3. Check and Perform Switch Version.

    4. Verify Version of Unified CCX

    5. Verify Status of Services

    6. Upgrade Unified CCX Clients

    HA Setup:

    1. Apply COP File, so that when you upgrade later, the system can detect whether the upgrade is an RU or an MR.

      1. Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the first node.

      2. Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the second node.

    2. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI

      1. Upgrade the first node.

        Check all the services in the first Node from CLI and GUI. If all the services are in Good/In_Service state then proceed with switch version on the second node.

      2. Upgrade the second node.

    3. Check and Perform Switch Version

      1. Perform switch version on the first node.

      2. Perform switch version on the second node.

      Note    After the switch version is complete on the second node, open the Unified CCX Administration page of the first node to check if the page is requesting for a license. Provide the license on the first node.

    4. Verify Version of Unified CCX

    5. Verify Status of Services

    6. Verify Unified CCX Database Replication

    7. Verify Cisco Database Replication

    8. Upgrade Unified CCX Clients

    10.5.x/10.5.xSUx to 11.0.x

    10.6.x/ 10.6.xSUx to 11.0.x

    Single Node Setup:

    1. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI.

    2. Check and Perform Switch Version.

    3. Verify Version of Unified CCX

    4. Verify Status of Services

    5. Upgrade Unified CCX Clients

    HA Setup:

    1. Upgrade Unified CCX Using Web Interface or Upgrade Unified CCX Using CLI

      1. Upgrade the first node.

      2. Upgrade the second node.

    2. Check and Perform Switch Version

      1. Perform switch version on the first node.

        Check all the services in the first Node from CLI and GUI. If all the services are in Good/In_Service state then proceed with switch version on the second node.

      2. Perform switch version on the second node.

    3. Verify Status of Services

    4. Verify Version of Unified CCX

    5. Verify Unified CCX Database Replication

    6. Verify Cisco Database Replication

    7. Upgrade Unified CCX Clients

    Related Information

    COP File

    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, Products > Customer Collaboration > Contact Center Solutions > Unified Contact Center Express).

    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.

    Apply COP File

    Attention:

    See the documentation that is provided with the COP file for additional instructions on how to apply the COP file.

    Attention:

    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.

    Before You Begin

    1. Place the COP file on an FTP/STFP server to which your server has access.

    Procedure
      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.
      Related Information

      Upgrade Unified CCX Using Web Interface

      You can upgrade Unified CCX either from a local DVD or from a FTP/SFTP server.

      Procedure
        Step 1   Log in to Cisco Unified OS Administration using administrator username and password.
        Step 2   Choose Software Upgrades > Install/Upgrade.
        Step 3   Choose source as either DVD/CD or Remote Filesystem from the Source list.
        Step 4   Enter the path of the upgrade file in the Directory field. For Remote Filesystem, enter a forward slash (/) followed by the directory path.
        Step 5   If you chose Remote Filesystem, follow the instructions on the screen; otherwise, skip to Step 6.
        Step 6   Click Next to see the list of upgrades that are available.
        Step 7   Choose the appropriate upgrade file, and click Next.
        Step 8   Enter relevant information in the Email Destination and SMTP server fields to use the Email Notification feature.
        Step 9   Click Next to initiate the upgrade process.

        Upgrade Unified CCX Using CLI

        Procedure
          Step 1   Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
          Step 2   Enter the command show version active and check the current version.
          Step 3   Enter the command utils system upgrade status and check that the node is ready for upgrade.
          Step 4   Enter the command utils system upgrade initiate to initiate the upgrade process.
          Step 5   Choose the source where the upgrade file is placed.
          Step 6   Follow the instructions on the screen.

          Your entries are validated and the available files list is displayed.

          Step 7   Select the ISO image/COP file you want to apply from the available list, and confirm the installation when you are prompted.
          Step 8   Enter the command show version active and check the upgrade version.

          Virtual Machine Parameters to Support Refresh Upgrade

          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.

          Procedure
            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.
            Note    If you do not choose the appropriate memory size, this message Warning! Old OVA detected. Update your OVA displays post an upgrade in the Cisco Unified Contact Center Administration and Command Line Interface page.
            Step 5   Power on the virtual machine and continue with the refresh upgrade.
            Note   

            If you perform a switch-back, you need not modify the virtual machine parameters.

            Check and Perform Switch Version


            Caution
            Never initiate switch version from the recovery CD.

            Note

            • Perform switch version in the same maintenance window to avoid additional downtime.

            • The time taken for switch version depends on the size of records in the database.

            • Always ensure that all the third-party Wallboard server and WFM servers that query the Unified CCX database externally are powered off prior to the switch version process. These servers may cause conflict in database operations.

            • Do not modify the Hostname or IP address of the Unified CCX server before performing switch version.

            Procedure
              Step 1   To check and perform switch version using the web interface:
              1. Log in to Cisco Unified OS Administration using administrator username and password.
              2. Choose Settings > Version to check the versions.
              3. Click Switch Versions, and click OK to initiate the switch version process.
              4. Choose Settings > Version to check the active version.
              Step 2   To check and perform switch version using the CLI:
              1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
              2. Enter the command show version active to check the active version.
              3. Enter the command show version inactive to check the inactive version.
              4. Enter the command utils system switch-version to initiate the switch version process.
              5. Enter the command show version active to check the active version.
              Step 3   If switch version is unsuccessful:
              1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
              2. Enter the command utils uccx switch-version db-check to check if the database is corrupt.
              3. Enter the command utils uccx switch-version db-recover to restore the database.

              Verify Version of Unified CCX

              You can verify the current active and inactive versions of Unified CCX either by using the web interface or using CLI.

              Note

              For an HA setup, verify the versions on both the nodes.

              Procedure
                Step 1   To verify the active and inactive versions of Unified CCX using the web interface:
                1. Log in to Cisco Unified OS Administration using administrator username and password.
                2. Choose Settings > Version to check the current active and inactive versions.
                Step 2   To verify the active and inactive versions of Unified CCX using the CLI:
                1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
                2. Enter the command show version active to check the active version.
                3. Enter the command show version inactive to check the inactive version.

                Verify Status of Services


                Note

                For HA setup, verify the services on both the nodes.

                Procedure
                  Step 1   To verify the status of SocialMiner:
                  1. After Unified CCX upgrade, log in to Cisco Unified CCX Administration using administrator username and password.
                  2. Choose Subsystems > Chat and Email > SocialMiner Configuration.
                  3. Click Save and verify that the SocialMiner Status displays green for all the components.
                  Step 2   To verify the status of services using the web interface:
                  1. Log in to Cisco Unified CCX Serviceability using administrator username and password.
                  2. Choose Tools > Control Center - Network Services and verify that all the services are running.
                  Step 3   To verify the status of services using the CLI:
                  1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
                  2. Enter the command utils service list to verify that all the services are running.

                  Verify Unified CCX Database Replication


                  Note

                  For Cisco Finesse Desktop Failover to succeed, ensure the status of Cisco Database Replication is 'Good replication'.

                  Procedure
                    Step 1   Log in to Cisco Unified CCX Serviceability using administrator username and password.
                    Step 2   Choose Tools > Datastore Control Center > Replication Servers.
                    Step 3   Ensure the servers are in ACTIVE/CONNECTED state and database replication of the operating system is functioning between the first node and the second node.
                    Step 4   If there is a problem with the replication continue; otherwise, skip to Step 5.
                    1. Log in to Unified CCX CLI using Unified CCX username and password.
                    2. Enter the command utils uccx dbreplication status and determine the location and cause of failure.
                    3. Enter the command utils uccx dbreplication repair {all|database_name} on the node or nodes to remove data discrepancy between the nodes.
                    4. Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'. If failure persists, continue; otherwise, skip to Step 5.
                    5. Enter the command utils uccx dbreplication teardown to remove database replication.
                    6. Enter the command utils uccx dbreplication setup to setup database replication.
                    7. Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'.
                    Step 5   Log in to Unified CCX Administration using Unified CCX username and password.
                    Step 6   Verify that your configuration data exists on both the nodes.

                    Verify Cisco Database Replication

                    Procedure
                      Step 1   Run the Cisco Unified Real-Time Monitoring Tool (RTMT).
                      Step 2   Choose System > Performance > Open Performance Monitoring.
                      Step 3   Click the Node1 or Node2 radio button as required.
                      Step 4   Click the Number of Replicates Created and State of Replication radio button.
                      Step 5   Double-click Replicate_State.
                      Step 6   Choose ReplicateCount, and click Add.

                      The "Performance Counter" graph is displayed in the right window.

                      Step 7   Use the following list to monitor the status of database replication.

                      • 0—Initializing

                      • 1—Replication setup script fired from this node

                      • 2—Good replication

                      • 3—Bad replication

                      • 4—Replication setup did not succeed

                      Step 8   If there is a problem with the replication:
                      1. Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
                      2. Enter the command utils dbreplication status{all|node|replicate} and determine the location and cause of failure.
                      3. Enter the command utils dbreplication repair{nodename|all} on the node or nodes to remove data discrepancy between the nodes.
                      4. Enter the command utils dbreplication status to ensure the status is 'Good replication'.

                      Upgrade Unified CCX Clients

                      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.

                      Procedure
                        Step 1   Uninstall the Unified CCX Editor.
                        Step 2   Log in to Cisco Unified CCX Administration using Unified CCX username and password.
                        Step 3   Choose Tools > Plug-ins.
                        Step 4   Click Cisco Unified CCX Editor to download and install Unified CCX Editor.