Cisco Unified Contact Center Enterprise (Unified CCE) is supported only in a virtualized environment.
In a virtualized environment, you can run Unified CCE on a VMware ESXi platform. Run the virtual machines (VMs) on Cisco Unified Computing System (UCS) B-series or C-series servers, or equivalent third-party servers. For more information about server specifications, see the Unified Communications Virtualization Supported Applications page at http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Supported_Applications.
Install the Cisco Unified CCE components after you configure the VMs.
You can use the OVA template to deploy the VMs before beginning with the installation of CCE components.
The Unified CCE 11.5(1) installer is available as an add-on release to Unified CCE 11.0(1). Therefore, you must complete the installation of the base Unified CCE 11.0(1) before applying Unified CCE 11.5(1). For more information about the complete procedure, see the Installation Task Flow.
Upgrading to Unified CCE Release 11.5(1) from Unified CCE Release 11.0(x), is the same as upgrading / applying any other maintenance release. However, the Unified CCE 11.5(1) minor version does contain an updated database schema. Therefore the database of the existing Unified CCE 11.0(x) configuration is automatically backed up by the installer before the upgrade begins.
You can upgrade from Unified CCE Release 10.0(x) and Release 10.5(x) by using one of the two methods:
The Common Ground method is an in-place upgrade performed on your existing virtual machine which involves upgrading the Unified CCE and all other associated software hosted on it. If your hardware meets the requirements for this release, you can perform a Common Ground upgrade without acquiring additional hardware.
Use the Technology Refresh upgrade method to upgrade your hardware at the same time as the Unified CCE system. When using the Technology Refresh method, you prepare a destination system on new hardware and then migrate data from your existing deployment to the new one. You can also bypass the Windows Server operating system and SQL Server upgrade process, as would be required when upgrading from Unified CCE Release 10.0(x) and Release 10.5(x) to Unified CCE Release 11.5(1).
Upgrade scenarios are considered at a component level; you can perform one type of upgrade on one component, and another type of upgrade on another component. However, the A and B side of any given component must be running on identical hardware.
Follow the task flow and tasks for the upgrade scenario that applies to each individual component involved in the overall upgrade.
Upgrade to Unified CCE Release 11.5(1) by either of the methods is possible by employing an in-line upgrade (the process of specifying Release 11.5(1) installer location, while running the Release 11.0(1) base installer). The system after upgrading to Release 11.0(1) and restarting, commences upgrading to Release 11.5(1).
Common Ground Upgrades
Unified CCE Release 11.5(1) is supported on a Windows Server 2012 R2 and SQL Server 2014 platform. For information about supported editions or service packs, see the Unified CCE Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
The common ground upgrade method consists of the following tasks:
In-place upgrade of the operating system to Windows Server 2012 R2
SQL server upgrade (for components such as Logger and Distributor)
Database schema migration using the Enhanced Database Migration Tool (EDMT)
Upgrade the Unified CCE software
For more information, see Virtualization for Unified Contact Center Enterprise at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE.
Technology Refresh Upgrades
To perform a Technology Refresh upgrade, you first prepare the destination system using new hardware, and then migrate configuration data from your existing production system. This method reduces the maintenance window required for the upgrade process compared to a Common Ground upgrade because the operating system and SQL Server upgrade steps can be by-passed.
Follow the documented procedures to build a parallel network using new hardware and pre-stage it with configuration data to support the existing production network. Use the Enhanced Database Migration Tool (EDMT) to transfer data and perform a schema upgrade during the upgrade process. Do not use backup and restore procedures to perform the pre-staged configuration on the parallel network.