Upgrade

Overview of the Upgrade Workflow

The upgrade process is evaluated by the HCS for CC deployment type you plan to upgrade. Follow the section in the table to plan for your upgrade from 12.0 to 12.5 (x).

Current Deployment Type

Target Deployment Type

Upgrade Process

HCS for CC 500

HCS for CC 2000

Migration CC Upgrade

HCS for CC 1000

HCS for CC 2000

Migration CC Upgrade

HCS for CC 4000

HCS for CC 4000

Standard CC Upgrade

HCS for CC 12000

HCS for CC 12000

Standard CC Upgrade


Note

  • All upgrades from 12.0 to 12.5(x) are Standard CC upgrades.

  • The Small Contact Center (SCC) deployment uses the HCS for CC 4000 deployment type and follows same upgrade process.

Perform the Cisco HCS for Contact Center upgrade in the same sequence as the upgrade and validation steps are described in this document.

For more information, see Cisco Hosted Collaboration Solution Documentation, https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html

The following upgrade paths are supported:

Upgrade from 12.0(x) to 12.5(1) is supported in this release. Use EDMT during this upgrade process.

Upgrade from 12.5(1) to 12.5(x) is supported in this release.

Upgrading Management Components

Upgrade HCM-F

Before you begin

Before upgrading a Cisco HCM-F application node, perform the following tasks.

  • Create a valid DRF backup of your HCM-F.

  • From the command-line interface on the application node, run show hcs cluster nodes to verify that the node is at the pre-upgrade version.

  • Obtain the upgrade media for upgrading the HCM-F platform: upgrade disk or a downloaded executable file.

Procedure

Step 1

If you downloaded the executable file from Cisco.com, perform one of the following steps.

  • Prepare to upgrade from a local folder.

    1. Copy the upgrade file to a temporary folder on a local hard drive.

    2. Open an SFTP client and connect to the HCM-F server using your adminsftp user ID and password.

    3. Run the cd upgrade command to navigate to the upgrade folder.

    4. Run the put [upgrade file name] command to transfer the file.

  • Prepare to load an ISO file.

    1. Copy the upgrade ISO to a data store that is accessible by your virtual machine.

    2. Attach the ISO image to the CD/DVD drive of the virtual machine.

  • Put the upgrade file on an FTP or SFTP server that is accessible by the virtual machine that you are upgrading.

Step 2

Copy the contents of the upgrade disk or downloaded files to the virtual machine that you are upgrading.

Ensure that the upgrade filename begins with 'HCS.'

Step 3

On the virtual machine that you are upgrading, log in to the HCM-F command-line interface and run the utils system upgrade initiate command.

Step 4

Choose the source from which you want to upgrade.

  • Remote file system via SFTP

  • Remote file system via FTP

  • Local DVD/CD

  • Local Upload Directory

Step 5

Follow system prompts for the upgrade option you chose.

The system prompts you when the upgrade is complete.

Step 6

If you did not choose to automatically switch versions, run the utils system switch-version command. Enter yes to reboot the server and switch to the new software version.

Step 7

From the HCM-F command-line interface, run the show version active command to verify that the software version is the upgraded version.

Step 8

If you performed step 6, run the utils service list command to view services. Then run utils service start [service name] to restart any services that were stopped before the upgrade.

Validate the HCM-F Upgrade

Perform the following steps to validate the upgrade of Cisco HCM-F.

Procedure

Step 1

Verify that no error logs were created during or after the upgrade.

Step 2

Run the show version active command to verify that the active version is the upgraded version.

Step 3

Run the utils service list command to verify that all services are running as they were before the upgrade.

Step 4

Sign in to the administration interface and click the About link to verify that the interface displays the upgraded version.

Step 5

Verify that all synchronization is successful for Service Provider, Data Center, vCenter, Customer, and UCS Manager.

Step 6

Verify that Hosted License Manager does not contain post-upgrade errors. Also verify that licenses are assigned to the proper customers.

Step 7

Depending on which you used for the upgrade, ensure that Platform Manager or Prime Collaboration Deployment is running.

Step 8

Verify that Service Inventory is running.

Upgrade UCDM

Procedure

Step 1

Create a backup using the platform command-line interface. You can back up the cluster or back up each node individually.

Step 2

Turn off any scheduled imports.

Step 3

Check for running imports. Either wait for them to complete or cancel them.

Step 4

Upgrade multinode environment. See, Upgrade a Multinode Environment section in Cisco Hosted Collaboration Solution Upgrade and Migration Guide https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html

The Cisco Unified Communications Domain Manager Planning and Install Guide also contains installation instructions for multinode environments. You can find the guide on the Component Documentation tab here: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-version-10-6-1/model.html.

Validate the Unified CDM Upgrade

Take the following steps to validate the upgrade of Unified CDM in a multinode or standalone environment.

Procedure

Step 1

Sign in to the user interface as hcsadmin, and click About > Extended Version to verify the upgrade.

Step 2

Reactivate the scheduled imports that you turned off before upgrading.

Step 3

Use the command-line interface on the primary node to run the cluster status command.

The command returns a list of clusters and their status.

Step 4

Attempt to associate a phone with a user:

  1. In Unified CDM, navigate to Subscriber Management > Phone and add a phone.

  2. Add a line to the phone.

  3. Navigate to Subscriber Management > Agent Line and identify the new phone as an agent line.

  4. In Unified CM, navigate to User Management > Application User and verify that the new phone is associated with pguser.

Upgrade Prime Collaboration Assurance

Cisco supports the upgrade to Cisco Prime Collaboration Assurance 11.6 or later version.

To upgrade Prime Collaboration Assurance, follow the steps in the "Overview of Data Migration Assistant" topic in the Cisco Prime Collaboration Assurance and Analytics Install and Upgrade Guide : https://www.cisco.com/c/en/us/support/cloud-systems-management/prime-collaboration/products-installation-guides-list.html.


Note
For downloading the Prime Collaboration patch, refer to the Dowload Software page. Navigate to Products > Cloud and System Management > Collaboration and Unified Communications Management > Prime Collaboration.

Validate the Upgrade of Prime Collaboration Assurance

Take the following steps to validate the upgrade of Prime Collaboration Assurance.

Validation consists of adding a Contact Center customer component and verifying that the component is in Managed state. In this example, we add the Customer Voice Portal component.

Procedure

Step 1

Sign in to HCM-F as an administrator.

Step 2

Add a cluster.

  1. Navigate to Cluster Management > Cluster and click Add New.

  2. Enter the cluster name.

  3. Select the customer associated with the cluster.

  4. Select CC as the cluster type.

  5. Select the cluster application version.

  6. In the Application Monitoring the Cluster field, select the hostname of the Prime Collaboration Assurance instance.

  7. Click Save.

Step 3

Add the Customer Voice Portal component.

  1. Navigate to Application Management > Cluster Application.

  2. In the General Information section, complete the following steps:

    • Click Add New.

    • In the Application Type field, select CVP.

    • Provide the hostname for the Customer Voice Portal component.

    • Select the appropriate cluster.

    • Click Save.

  3. In the Credentials section, complete the following steps:

    • Click Add New.

    • In the Credential Type field, select SNMP_V2.

    • Provide the community string for the Customer Voice Portal component.

    • Select the Read Only access type.

    • Click Save.

    • Click Add New.

    • In the Credential Type field, select ADMIN.

    • Provide the administrator credentials. For Customer Voice Portal, the User ID is wsmadmin. Use the password that is configured for the OAMP web interface.

    • Select the Read Only access type.

    • Click Save.

  4. In the Network Addresses section, complete the following steps:

    • Click Add New.

    • In the Network Space field, select Application Space.

    • Provide the IPv4 address and the hostname.

    • Click Save.

    • Click Add New.

    • In the Network Space field, select Service Provider Space.

    • Provide the NAT IPv4 address and the hostname.

    • Click Save.

Step 4

Navigate to the Current Inventory (Inventory > Inventory Management) page.

The State column shows the Customer Voice Portal as Managed.

Validate the Unified CCDM Upgrade

Take the following steps to verify the upgrade of Unified CCDM.

Verification Task

Success Criteria

Provisioning Tests for Unified CCE

Log in to the side A web server (portal). Create a Skill Group to test the provisioning from the side A web server. Run this test for each configured Unified CCE instance.

You can successfully create the Skill Group, and it is visible on side A, and on side B if applicable.

Log in to the side A web server (Portal). Create an Agent to test the provisioning from the side A web server. Run this test for each configured Unified CCE instance.

You can successfully create an Agent, and it is visible on side A, and on side B if applicable.

Create a Skill Group on the Administrative Workstation using the Cisco Skill Group Explorer tool. After a few minutes, verify that the Skill Group was imported into Unified CCDM.

The Skill Group is visible on side A, and on side B if applicable.

Replication Tests for Dual-Sided Deployments

Log in to the side B web server (Portal). Create a Skill Group to test Unified CCE provisioning from the side B web server. Run this test for each configured Unified CCE instance.

You can successfully create the Skill Group, and it is visible on side A.

Create a Skill Group on the Administrative Workstation using the Cisco Skill Group Explorer tool. After a few minutes, verify that the Skill Group was imported into Unified CCDM.

The Skill Group is visible on side A and on side B.

Log in to the side B web server (Portal). Create an IP phone to test Unified CM provisioning from the side B web server.

The IP phone is visible on side A and on side B.

Standard CC Upgrade

Upgrading Unified Customer Voice Portal Components

Validate the Customer Voice Portal Upgrade

Follow these steps to validate the upgrade of Cisco Unified Customer Voice Portal.

Procedure

Step 1

Log in to the Operations Console.

Step 2

Validate the version of each component.

Step 3

Verify that all services are running.

Step 4

Make a test inbound PSTN call to an agent.

Upgrading Gateway Components

Upgrade Gateway Components

Follow the steps to upgrade Cisco Unified Border Element (SP Edition), Cisco Unified Border Element (Enterprise Edition), or a virtual peripheral gateway (vPGW). For more information, see the following topics and guides:

Procedure

Step 1

Back up all the gateways.

Step 2

Use the gateway consoles to back up component configurations.

Step 3

Upgrade the gateways.

Upgrading the Cisco ASR 1000 Series Router for Cisco Unified Border Element (SP Edition)

Cisco Unified Border Element (SP Edition) is used as a demarcation between the Cisco HCS network and an outside network, such as IMS, PSTN, or other SIP network. The ASR 1000 Series router is connected to the aggregation switches at the aggregation layer.

To upgrade this component, follow the procedures in the Cisco ASR 1000 Series Aggregation Services Routers Software Configuration Guide: https://www.cisco.com/c/en/us/support/routers/asr-1000-series-aggregation-services-routers/products-installation-and-configuration-guides-list.html.

When you have a redundant Cisco Unified Border Element (SP Edition) deployed, upgrade the component using the procedures in Cisco Unified Border Element (SP Edition) Configuration Guide: Unified Model : https://www.cisco.com/c/en/us/support/routers/asr-1000-series-aggregation-services-routers/products-installation-and-configuration-guides-list.html.

To upgrade the ROMmon image on a Cisco ASR 1000 Series router, see the Cisco ASR 1000 Series Routers ROMmon Upgrade Guide: https://www.cisco.com/c/en/us/support/routers/asr-1000-series-aggregation-services-routers/products-maintenance-guides-list.html.

Upgrade the IOS on the Cisco ASR 1006 for Cisco Unified Border Element (SP Edition)

Use this procedure to upgrade Cisco Unified Border Element (SP Edition) ASR 1006 from version IOS 15.3(3)S to IOS 15.3(3)S4.

Before you begin
  1. Ensure Cisco Unified Border Element (SP Edition) is configured for inter-chassis redundancy, with one Cisco ASR 1006 Aggregation Service Router in the Active state and the other in the Standby state.

  2. Save the current configuration and download the software image to the boot flash of both of the ASR 1006 devices. It takes about 15 minutes.

Procedure

Step 1

Enter the CLI command show redundancy application group <RG Group Id> to determine which Session Border Controller (SBC) is Active. The Primary SBC is the Active chassis and the Secondary SBC is the Standby chassis.

Step 2

Download the new software version to the Primary and Secondary SBCs.

Step 3

On the Secondary SBC, enter the CLI command boot system bootflash: <new image> to change the boot variable to point to the new image.

Step 4

On the Primary SBC, perform an SBC sync from configuration mode. Enter the sbc configuration by running the CLI command sbc <name of SBC> and then run the CLI command sync.

Step 5

On the Secondary SBC, enter the CLI command write memory to save the running configuration.

Step 6

On the Primary SBC, enter the CLI command redundancy > application redundancy > group # > shutdown to shut down the redundancy group.

The Secondary SBC immediately becomes the Active Cisco Unified Border Element and all active calls are preserved. There is no service outage when the switchover of the Active SBC takes place.

Step 7

On the Primary SBC, change the boot variable to point to new software image and save the running configuration.

Step 8

Reload the Primary chassis for upgrade and wait for this SBC to come up with upgraded version.

It can take 10 to 12 minutes after the box is reloaded before the SBC reinitializes with the upgraded version.

Step 9

On the Secondary SBC, shut down the redundancy and immediately run the CLI command no shutdown of the redundancy group on the Primary SBC. Keep the duration between shutting down the redundancy group in the Secondary SBC and the no shutdown command in the Primary box as minimal as possible.

This step causes a service outage of approximately 4 minutes. The Primary box becomes the Active Cisco Unified Border Element (SP Edition) with upgraded software and starts servicing the calls.

Step 10

Save the running configuration in the Primary SBC.

Step 11

Reload the Secondary chassis for upgrade. When prompted to save the configuration before proceeding with the reload, enter “No” so that after the upgrade the Secondary SBC comes up in Standby mode.

Validate the Upgrade of Gateway Components

This section describes the steps to verify the upgrade of Cisco Unified Border Element (SP Edition), Metaswitch Perimeta Session Border Controller, Cisco Unified Border Element (Enterprise Edition), or a virtual peripheral gateway (vPGW).

Procedure

Step 1

Use Telnet or SSH to access the gateways and verify the version you upgraded to.

Step 2

Make an inbound call to an agent and verify the prompts. You can run the debug voip dial peer command to ensure that the inbound call uses the correct dial peer.

Upgrading the Unified Component

Upgrading the Unified Component

Follow the steps to upgrade the Cisco Unified Contact Center Enterprise Central Controller.

Unless otherwise indicated, the following steps reference topics in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Procedure

Step 1

Upgrade the Administration and Data server that is connected to Side A.

For more information, see the "Migrate HDS Database and Upgrade the Unified CCE Administration & Data Server" topic.

Step 2

Perform the Database Performance Enhancement.

For more information, see the Database Performance Enhancement section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Step 3

Bring the Side A logger and call router into service.

For more information, see the "Bring Upgraded Side A into Service" topic.

Step 4

Upgrade Cisco Unified Intelligence Center reporting templates.

For more information, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

Step 5

Upgrade the Unified CCE Administration Client.

For more information, see the "Upgrade Unified CCE Administration Client" topic.

Step 6

Upgrade the gateways.

For more information, see the "Upgrade Peripheral Gateways" section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Step 7

Upgrade the Outbound Option Dialer.

For more information, see the "Upgrade Outbound Option Dialer" section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Step 8

Upgrade the CTI server.

For more information, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html
What to do next

To establish secure connection between a client and a server, use one of the following security certificates:

  • CA certificates

  • Self-signed certificates

For more information, see Certificates for CCE Web Administration section in the Cisco Hosted Collaboration Solution for Contact Center Configuration Guide at https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-and-configuration-guides-list.html.

Upgrading Reporting Components

Validate the Upgrade of Unified Intelligence Center

Take the following steps to validate the upgrade of Cisco Unified Intelligence Center.

Procedure

Step 1

Open the Unified OS Administration web page at the following URL, where [server-name] is the hostname or IP address of the node: https://[server-name]/cmplatform.

Step 2

Sign in with administrator credentials.

Step 3

Navigate to Settings > Version and verify the software version on the active and inactive partitions.

Upgrading Desktop Components

Upgrade Finesse

To upgrade Cisco Finesse, see the Cisco Finesse Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.


Note

ES42 provides the ability to connect a maximum of two versions of Finesse to the same PG during the upgrade or migration process to facilitate the migration of agentsand supervisors to the new Finesse version. However, this mode of operation isnot supported for production use beyond the upgrade or migration phase.

Validate the Finesse Upgrade

Take the following steps to validate the upgrade of Cisco Finesse.

Procedure

Step 1

Ensure that the version of Finesse is the version you upgraded to. From the command line interface, you can run the show status command to verify the version.

Step 2

In the Finesse console, verify that all services are up.

Step 3

Log in to an agent and run desktop-initiated tests such as Call Hold, Transfer, and Conference.

Validate the Upgrade of Desktop Clients

Take the following steps to validate the upgrade of CTI OS Agent and Supervisor desktops.

Procedure

Step 1

Validate the version of each desktop.

Step 2

Sign in to an agent and run desktop-initiated tests such as Call Hold, Transfer, and Conference.

Upgrading Call-Processing Components

Upgrading Cisco Virtualized Voice Browser Components

Validate the Cisco Virtualized Voice Browser Upgrade

Follow these steps to validate the upgrade of Cisco Virtualized Voice Browser portal.

Procedure

Step 1

Log into Cisco Virtualized Voice Browser portal.

Step 2

Check the existing configuration.

Upgrade Cisco Unified Communications Manager

Take the following steps to upgrade Cisco Unified Communications Manager.

Procedure

Step 1

Upgrade Cisco Unified CM.

For more information, see the Upgrade Guide for Cisco Unified Communications Manager: https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html.

Step 2

Uninstall and then reinstall the JTAPI client on the Cisco Unified CM peripheral gateway.

For more information, see the "Upgrade Cisco JTAPI Client on the Unified Communications Manager PG" topic in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.