Unified CCX Upgrade

This chapter explains how to upgrade Unified CCX.

Unified CCX Upgrade Types

You can upgrade to Unified CCX version 12.5.1 from only Unified CCX versions 11.6.x and 12.0. If you are using any prior release of Unified CCX, you have to upgrade to 11.6.x or 12.0 and then upgrade to 12.5.

Table 1. Upgrade Details

Upgrade File Type

Upgrade Method

Apply Upgrade From

Note

ISO Image

  • Command Line Interface (CLI)

  • Cisco Unified OS Administration Web Interface

  • Local DVD

  • FTP/SFTP server

The local DVD may be a bootable ISO image or a non-bootable ISO image.

Note

  • There is a reboot, followed by a service interruption during the upgrade. Subsequently, there is also a server restart.

  • The new version is installed on the inactive partition.

Note

You can use the Cisco Prime Collaboration Deployment application also to upgrade your cluster. For more information, see Cisco Prime Collaboration Deployment Administration Guide.

Important Considerations for Upgrade

  • To manage your license better, migrate to smart Licensing. For more information about Smart Licensing, see Cisco Unified Contact Center Express Features Guide.

    If you want to continue using Cisco WFO, you must remain on Classic Licensing as Cisco WFO does not support Smart Licensing.

  • For systems upgrading from 12.5.1 SU1 or earlier to 12.5.1 SU2 or higher, you must update AssertionConsumerService URL manually on IDP, or as part of normal configuration process you must disable SSO, generate new Service Provider XML file, and reconfigure SSO.

    Upon upgrading from 12.5.1 SU1 to SU2, the SP XML File on UCCX changes as below:

    • For 12.5.1 SU1 or prior, https://FQDN:8553/ids/saml/response

    • For 12.5.1 SU2 or higher, https://FQDN:8553/ids/saml/response?metaAlias=/sp

  • For a 100 agent profile, if you want to deploy Cloud Connect, you must configure 14GB of vRAM. For a 400 agent profile, you must configure 20GB of vRAM.


    Note

    • A 300 agent profile is not available. You cannot switch versions.

    • For a 100 agent profile, if you do not want to deploy Cloud Connect, there is no change.

    • Ensure that the reservation of CPU and memory adhere to the specifications mentioned in the Virtualization Wiki.

  • Install Unified CCX only on virtual machines. Unified CCX will not run on bare metal.

  • In the virtual machine, change the Guest OS version to match the OS version of Unified CCX.

  • You must manually adjust the CPU Limit within VMware for the ESXi host to "Unlimited".

  • DNS is mandatory. Before you upgrade, configure the domain name and DNS server IPs and ensure the forward and reverse lookups on the DNS server are correct.

  • Do not make any configuration changes during upgrade because changes are lost after upgrade.

  • Always ensure to perform the backup on the first node before you start upgrading the second node.

  • Upgrade Unified CCX during off-peak hours or during a maintenance window to avoid service interruptions.

  • In an HA deployment of Unified CCX, you must switch both the Unified CCX nodes to the newer version during the same maintenance window.

    If the contact center is expected to function with only the first node that is switched to the new version, ensure that the following conditions are met until the switch version on the second node is complete:

    • No agents are logged in to the second node.

    • The services, Cisco Finesse Tomcat, Cisco Unified CCX Engine, and Cisco Unified CCX Database are in Stopped state on the second node.

  • Upgrade Unified CCX and Cisco Customer Collaboration Platform in the same maintenance window and perform the upgrade on Cisco Customer Collaboration Platform first, followed by Unified CCX.

  • After the upgrade of Cisco Customer Collaboration Platform, unread and unhandled emails are downloaded from the mail server and added to Unified CCX. However, the draft emails are not downloaded.

  • Ensure that a valid Cisco Customer Collaboration Platform OVA is deployed for a successful install or upgrade. The upgrade stops if no Cisco Customer Collaboration Platform OVA is found in the deployment.

  • 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.

  • Upgrade VMware tools and change the NIC adapter type for Unified CCX after the refresh upgrade and before initiating the switch version.

  • For more information on Certificates, see Cisco Unified Contact Center Certificate Management Guide available at: https://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 if the disk partitions are aligned. For aligned disk partitions, the VMware installation information line indicates "Partitions aligned". After upgrading, if the VMware installation information line indicates "ERROR-UNSUPPORTED: Partitions unaligned.", it means that Cisco cannot provide support for any performance issues. To correct a virtual machine with unaligned partitions, you must perform the applicable restore (with rebuild) scenario procedure in Unified CCX Administration. For more information, see Cisco Unified Contact Center Express Admin and Operations Guide.

  • After the upgrade, the OS Administration lists the manually uploaded third-party CA certificates but does not list the third-party CA certificates that are packaged with Unified CCX.

  • If any Unified Intelligence Center user was made an Administrator using the utils cuic user make-admin [user-name] command before an upgrade of Unified CCX, the user loses the Cisco Cisco Unified Intelligence Center Administrator capabilities after the upgrade. Execute the CLI again, after the upgrade, to make the user a Cisco Unified Intelligence Center Administrator.

  • In an HA setup, do not switch versions on both the first and second nodes at the same time.

  • When you upgrade Unified CCX in an HA deployment, ensure that the following conditions are met before the switch version is initiated on Node 2:

    • The 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
      The 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 the Administrator or Reporting User credentials.

  • After switching the version, you may experience a delay of approximately 30 minutes for the services to start during the first restart of the Unified CCX and Cisco Collaboration Platform systems. This is due to the application of security policies after upgrade. This delay will not appear in subsequent restarts.

  • Do not modify the Hostname or IP address of the Unified CCX server during the upgrade process.

  • After the upgrade of Unified CCX, agents and supervisors must clear the browser cache and cookies before logging in to the Cisco Finesse Desktop and the Cisco Unified Intelligence Center.

  • After a successful installation or upgrade, download and install the language pack COP to use the Cisco Unified Intelligence Center interface and the Cisco Finesse Desktop interface in a language other than English.

  • After the upgrade, you must manually remove the Context Service gadget from the Cisco Finesse desktop (Desktop Layout and Team Desktop Layout).

  • After the upgrade of Unified CCX, if necessary, the administrator can copy the sample configurations for customizing desktop properties from the View Default Layout (Cisco Finesse Administration console > Desktop Layout) and add to the respective custom layouts.

    For more information, see the Upgrade section in the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.

  • After the upgrade, you can move to Smart Licensing. For Smart Licensing details, see Cisco Unified Contact Center Express Features Guide.

Preupgrade Tasks


Note

All the nodes in a cluster must be on the same version. However, if you have upgraded only some nodes and want Intelligence Center Reporting Service available on the upgradednodes, do one of the following:

  • Stop the Intelligence Center Reporting Service on all the nodes that aren’t upgraded and then restart the upgraded nodes.

  • Before the upgrade, change the cluster mode to UDP on all the nodes using the utils cuic cluster mode CLI command. After upgrading all the nodes, set the cluster mode to TCP. For more information, see the section in the Administration Console User Guide Cluster Configuration for JVM Using Hazelcast for Cisco Unified Intelligence Center.

Procedure

Step 1

Obtain the ISO file from https://software.cisco.com/download/home/270569179.

Step 2

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 3

Obtain the license file.

Note

 

You require the license file only if you continue to use Classic Licensing.

Step 4

Back up all the existing data. For more information, see the Cisco Unified Contact Center Express Admin and Operations Guide.

Step 5

In the Unified CCX Administration, navigate to Tools > Password Management. Ensure that the passwords are same in both the nodes.

Step 6

Upload the Customer Collaboration Platform certificate to the Unified CCX Tomcat trust store using the Cisco Unified OS Administration interface. You can also use the set cert import trust tomcat CLI.

Step 7

Perform one of the following:

  1. If the Cisco Unified Communications Manager (CUCM) cluster is using the self-signed certificate, upload the Tomcat certificates from all the nodes of the cluster to the Unified CCX Tomcat trust store. To upload certificates, use the Cisco Unified OS Administration interface (for example, https://<uccx-hostname>/cmplatform) or the set cert import trust tomcat CLI.

  2. If the Cisco Unified Communications Manager (CUCM) cluster is using a CA-signed certificate, upload the root and the intermediate CA certificates to the Unified CCX Tomcat trust store.

    Note

     

    • For adding the UCCX certificate to the CUCM Phone trust store, refer to Finesse IP Phone Agent Certificate Management section in the Cisco Unified Contact Center Express Admin and Operations Guide.

    • For information on using secure ports, refer to Finesse Port Utilization section in the Port Utilization Guide for Cisco Unified Contact Center Express Solution.

    • The single button FIPPA service must be added to CUCM.

Migrate to 400 Agents Profile

From Unified CCX Release 12.5(1), 300 agents profile is not supported. The procedure to migrate from 300 agents profile to 400 agents profile, is as follows:


Note

If you have a HA setup, ensure that the following modifications are done on both the nodes.

  1. Shut down the Unified CCX system.

  2. In vSphere Web Client, ensure that the VM is powered off. Right-click on the VM, and select Edit Settings. In the Virtual Hardware tab of Edit Settings window, modify the following:

    • CPU: From 2 to 4

    • CPU > Reservation: From 900 to 2200 MHz


      Note

      Retain CORES per Socket as 1.

    • Memory: From 10 to 20 GB

    • Memory > Reservation: From 10 to 20 GB

  3. Power on the VM and wait until all the services are up.

  4. Initiate the upgrade process.


Note

With this migration, there is no change in the number of licenses that are provisioned. You can continue with the existing licenses and buy additional licenses as required.

Unified CCX Upgrade Scenarios

The following table lists the Unified CCX Refresh Upgrade tasks for a Single Node and High Availability (HA) setup.


Note

During Refresh Upgrade to Release 12.5(1), the system-history.log file may contain the following information, which can be ignored:

Switch Version 12.5.1.10000-XY to 12.0.1.10000-24 Aborted
Table 2. Upgrade Scenarios

Upgrade Scenario

Tasks

11.6.x/11.6.xSUx/12.0 to 12.5.1

Single Node Setup:

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

  2. Verify Version of Unified CCX

  3. Verify Status of Services

HA Setup:

  1. 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.

  2. 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.

  3. Verify Version of Unified CCX

  4. Verify Status of Services

  5. Verify Unified CCX Database Replication

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.

Note

 

After upgrading Unified CCX, the CAs that are not approved by Cisco are removed from the platform trust store. However, you can add them back, if necessary.

Upgrade Unified CCX Using CLI

Procedure

Step 1

Log in to Cisco Unified 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

After the installation is complete, enter the show version inactive command to check the upgraded version.

Note

 

If you enter show version active command during the upgrade process (by using an ISO image), it displays the version that is being upgraded to.

After upgrading Unified CCX, the CAs that are not approved by Cisco are removed from the platform trust store. However, you can add them back, if necessary.

Upgrade VMware Tools

Perform the below procedures to install and upgrade VMware tools for Unified CCX post Refresh Upgrade and prior to initiating Switch Version.

Upgrade VMware Tools using vSphere Client for Unified CCX

Procedure

Step 1

Ensure you have powered on the virtual machine.

Step 2

Right-click the VM menu bar, choose Guest > Install/Upgrade VMware tools.

Step 3

Select the automatic tools update and click OK. It takes few minutes to complete. Once the update is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Note

 

For more information about VMware ESXi's that are supported, refer to the Virtualization for Cisco Unified Contact Center Express.

Upgrade VMware Tools using CLI for Unified CCX

Procedure

Step 1

Ensure you have powered on the virtual machine.

Step 2

Right-click the VM menu bar, choose Guest > Install/Upgrade VMware tools.

Step 3

Select the interactive tools update and click OK.

Step 4

Open the console and login at the command prompt.

Step 5

Enter the command utils vmtools refresh and confirm.

The server automatically reboots twice.

Step 6

After reboot, check the Summary tab for the VM to verify that the VMware tools version is current. If it is not current, reboot the VM and check the version again. It takes few minutes to complete. Once the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Upgrade VMware Tools using Windows guest OS for Unified CCX

Procedure

Step 1

Ensure you have powered on the virtual machine.

Step 2

Right-click the VM menu bar, choose Guest > Install/Upgrade VMware tools. Click OK on the popup window.

Step 3

Login to the VM as a user with Administrative privileges.

Step 4

Run VMware tools from the DVD drive. The installation wizard starts.

Step 5

Follow the prompts in the wizard to complete the VMware Tools installation. Choose the Typical installation option.

Step 6

When the VM Tools installation finishes, restart the virtual machine for the changes to take effect. After the process is complete , the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Change NIC Adapter Type

Perform the below procedure post Refresh Upgrade and prior to initiating Switch Version.

Procedure

Step 1

From VMware VSphere, select the virtual machine > Edit Settings. The Virtual Machine Properties window appears.

Step 2

To add the new Network Adapter, on the Hardware tab, click Add. The Add Hardware window appears.

Step 3

Select Device Type and Ethernet Adapter. Click Next. Choose the adapter type as VXMNET3. Click Next and Finish.

Step 4

To remove the existing Network Adapter 1, under the Hardware tab, select Network Adapter 1, click Remove, and select OK.

Step 5

Power on the virtual machine.

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.

  • Update the Unified CCX VM to latest OVA for 100 and 400 Agent profile for the switch version to be successful. This is mandatory as the vRAM required has been changed. For more information, see the Unified CCX Virtualization related information located at: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.

  • 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 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 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 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 Customer Collaboration Platform:

  1. After Unified CCX upgrade, log in to Cisco Unified CCX Administration using administrator username and password.

  2. Choose Subsystems > Chat and Email CCP Configuration.

  3. Click Save and verify that the CCP 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 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 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 Editor

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 the Cisco Unified CCX Editor Web Launcher hyperlink.

Step 5

Download the Unified CCX Editor (.jnlp) file.

Launch Unified CCX Editor

Procedure

Step 1

Log in to Cisco Unified CCX Administration using Unified CCX username and password.

Step 2

Choose Tools > Plug-ins.

Step 3

Click the Cisco Unified CCX Editor Web Launcher hyperlink to download and launch the Unified CCX Editor (.jnlp) file.

Install Unified CCX Real-Time Monitoring Tool

Procedure

Step 1

Uninstall the previous version of Unified CCX Real-Time Monitoring Tool.

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 Real-Time Monitoring Tool for Windows or Cisco Unified Real-Time Monitoring Tool for Linux to download and install Unified Real-time Monitoring Tool.

Note

 

  • The current Unified RTMT requires JRE to run. Verify that the system has JRE installed (Java 1.8).

  • On a Linux workstation, run RTMT with root access. Otherwise, when you initially install RTMT, the application will not start.

Launch Unified CCX Real-Time Reporting Tool

Procedure

Step 1

Log in to Cisco Unified CCX Administration using Unified CCX username and password.

Step 2

Choose Tools > Plug-ins.

Step 3

Click the Cisco Unified CCX Real-Time Reporting Tool hyperlink to download and launch the RTR (.jnlp) file.