Technology Refresh Upgrade

Preupgrade Overview

The preupgrade process ensures that your systems have the necessary software to support your contact center. These tasks prepare the way for a successful upgrade of your Cisco contact center components to the new release.


Note

During the Technology Refresh (TR) Upgrade process, the installer is designed to identify any unsupported features present in the source deployment. These features are then listed in a dialog box for you to review. You have two options on how to proceed:

  • Select "Yes": By choosing "Yes", you instruct the installer to exclude all the identified unsupported features during the upgrade process. The installer will proceed with the Technology Refresh Upgrade, ensuring that the unsupported features do not interfere with the updated system functionality.

  • Select "No": If you choose "No", the installer will terminate immediately without making any changes to the deployment.

For more information about the list of unsupported features, see the Removed and Unsupported Features topic in the Release Notes for Cisco Contact Center Enterprise Solutions at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

Note

If you need to upgrade from version 12.6(2) to 15.0(1) to leverage the capabilities of graceful shutdown, you must first install 12.6(2) ES53 before proceeding with the upgrade to 15.0(1). For more information about the router graceful shutdown, see the Unified CCE Router graceful shutdown topic in the Administration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1).


Note

During Unified CCE installation on to Windows Server 2019 and SQL Server 2019, SQL Server Security Hardening optional configuration should not be selected as part of an installation. SQL Security Hardening should be applied post Unified CCE installation using the Security Wizard tool.


Note

If AppDynamics Monitoring was enabled on the ICM source machine, it will not be automatically enabled based on the source machine’s configuration during the Technology Refresh Upgrade. For deployments using AppDynamics for monitoring, it is necessary to manually configure and enable performance monitoring on the destination machines after completing the Technology Refresh Upgrade.


Note

If the system is enabled with TDE, see Enable and Disable TDE on a Database.

Preupgrade Tools

During the preupgrade process, use the following tools as required:

  • User Migration Tool—A standalone Windows command-line application used for all upgrades that involve a change of domain. The tool exports all existing user accounts (config/setup and supervisors) from the source domain to a .bin file. The file is used in the target domain during the upgrade.

    You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool Software.

  • ICM12.6.2.exe—The Unified CCE patch installer. It copies all files into relevant folders, updates the registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft .NET Framework.

  • Regutil Tool—Used in Technology Refresh upgrades, the tool exports the Cisco Systems, Inc. registry from the source machine during the preupgrade process. The output of the tool is required on the destination machine when running the Unified CCE Installer during the upgrade process.

    You can download the Regutil Tool from Cisco.com by clicking Contact Center Enterprise Tools.

  • Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to create new databases, modify or delete existing databases, and perform limited SQL Server configuration tasks.

    The ICMDBA Tool is delivered with the main installer.

  • Domain Manager—Used to provision Active Directory.

    The Domain Manager Tool is delivered with the main installer.

  • Upgrade.exe—Used to upgrade the schema of the logger, AW DB, HDS DB, and BA databases to a version compatible with the current Unified CCE software version. It is typically used when the installer fails to automatically upgrade the schema.

    Perform the following steps to use the tool:

    <ICM install directory>:\icm\bin>upgrade.exe -s <Server Name> -d <Database name> -dt <Database Type> -i <Instance Name>

    Where

    <Database Type> - can be either " logger" or "hds" or "aw" or "ba", depending on the database that requires the schema to be upgraded.

Technology Refresh Preupgrade Task flow

Disable Configuration Changes

Perform this step on one side only. It is automatically replicated to the other side.

Procedure

Step 1

To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance.

Step 2

Confirm that configuration changes are disabled by attempting to save a configuration change.

When you try to save the change, a message is displayed confirming the change failure.

Export the Server Registry

Export the Cisco registry on each source machine that is involved in a Technology Refresh upgrade.

During the upgrade process, you are prompted for the path to the exported registry file location. Perform the following procedure and note the location of the resulting file for later in the upgrade process.

Each time you run the RegUtil with the export option, if a RegUtil_<hostname>.dat file exists, the utility renames that file to RegUtil_<hostname>.dat.bak<number>.


Note

Ensure to run the RegUtil tool with administrative privileges.

Procedure

Step 1

Open a command prompt and change the directory to the location where the RegUtil.exe resides.

Step 2

Run the RegUtil tool to export the Cisco Systems, Inc. registry using the following command: RegUtil -export [target directory] , for example, <ICM install directory>:\icm\bin>RegUtil -export C:\RegUtil

The target directory must have write access. Therefore, you cannot select the install media on a DVD. The target directory is optional. If it is not specified, the tool outputs the result of the Registry export to the current directory. The output filename is of the format RegUtil_<hostname>.dat, where hostname is the name of the source machine.

Technology Refresh Upgrade Task Flow

For the Unified CCE core components, there is a general flow for redundant systems; Sides A and B are brought down, upgraded, tested, and brought back up in sequence. That sequence ensures the operation of the Cisco Contact Center during the entire upgrade process.


Note

For coresident configurations, upgrade CUIC/LiveData/IdS server along with the Unified CCE Central Controller upgrade.

For Technology Refresh upgrades, perform the following upgrade tasks:

Task

See
Cloud Connection Components

Install Cloud Connect

Install Cloud Connect

If you have Cloud Connect in your environment, refer the Update VM Properties section in Upgrade Overview for Cloud connect upgrade prerequisite to increase the hard disk and RAM before you upgrade the component.

If you don't have Cloud Connect in your environment, and you use any Hybrid feature or Orchestration, fresh install Cloud Connect. For fresh install instructions, see 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

Queuing and self-service components

Upgrade Cisco Unified Customer Voice Portal1

Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html

Infrastructure and media resource components

Upgrade voice and data gateways

Upgrade Voice and Data Gateways

Identity Service/SSO

Identity Service (IdS) /Single Sign-On(SSO)

SSO is an optional feature and exchanges authentication and authorization details between an identity provider (IdP) and an identity service (IdS).

Note

 

Cisco IdS 12.6(2) upgrade requires all SSO clients to log out from SSO, before any of the upgraded nodes is brought online. To avoid this requirement, it's recommended that you install 12.6(2) ES02 on the upgraded node and wait for the access token to expire before commencing the secondary node upgrade. Without installing 12.6(2) ES02, graceful shutdown feature will not be available for Cisco IdS 12.6(2) upgrade. You can view the duration of access token expiry in the IdS administration portal under Settings > Security > Tokens > Access Token Expiry.

Deployments using VPN-less access to Finesse desktop should also upgrade the reverse proxy to 12.6(2) before Cisco IdS is upgraded to 12.6(2).

For more information, see Upgrade Flowcharts

For IdS upgrade, refer to the same steps as documented in the upgrades section of Unified Intelligence Center Installation and Upgrade Guide at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html

Upgrade Enterprise Chat and Email (ECE)

For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html

Upgrade Finesse

For more information, see Cisco Finesse Installation and Upgrade Guide Cisco Finesse Installation and Upgrade Guide at

https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html

Reporting server

Upgrade Cisco Unified Intelligence Center server

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

Unified CCE Central Controller and Administration & Data Server components

Note

 
To perform upgrade from 12.5(x) to 12.6(2) or from 12.6(1) to 12.6(2), refer Upgrade CCE Minor/Maintenance Release Software.

Bring down Side A Logger, migrate Logger database, and upgrade Logger

Migrate the Logger Database and Upgrade the Logger

Bring down Side A Call Router, and upgrade

Upgrade Unified CCE Call Router

Upgrade Administration & Data Server connected to Side A.

Migrate the HDS Database and Upgrade the Unified CCE Administration & Data Server

Bring Side A Logger and Call Router into service, bring down Side B Logger and Call Router

Bring Upgraded Side A into Service

Migrate Side B Logger database and upgrade Logger

Migrate the Logger Database and Upgrade the Logger

Upgrade Side B Call Router

Upgrade Unified CCE Call Router

Bring Side B Call Router into service and verify operation

Verify Operation of Upgraded Side B Call Router and Logger

Bring Side B Logger into service and verify operation.

Upgrade Administration & Data Server connected to Side B.

Migrate the HDS Database and Upgrade the Unified CCE Administration & Data Server

Upgrade Cisco Unified Intelligence Center reporting templates

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

Upgrade Cisco Unified Contact Center Management Portal

Upgrading Dual Sided Unified CCMP at

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html

Upgrade Administration Client

Upgrade Unified CCE Administration Client

Database Performance Enhancement

Database Performance Enhancement

Unified CCE Peripheral Gateways and associated components

Upgrade PGs

Upgrade Peripheral Gateways

Upgrade Customer Collaboration Platform

Cisco Customer Collaboration Platform User Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html.

Upgrade Outbound Option Dialer

Upgrade Outbound Option Dialer

Upgrade CTI OS server

CTI OS System Manager Guide for Cisco Unified ICM at

https://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/products-installation-guides-list.html

Desktop Client components

Upgrade CTI OS Agent and Supervisor Desktops

CTI OS System Manager Guide for Cisco Unified ICM at

https://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/products-installation-guides-list.html

Call Processing components

Upgrade Cisco Unified Communications Manager

Upgrade Guide for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-management-portal/tsd-products-support-install-and-upgrade-technotes-list.html

(Install) the JTAPI client on the Cisco Unified Communications Manager PG

Upgrade Cisco JTAPI Client on PG

1 If you are using Unified IP IVR for self-service and queuing, see Getting Started with Cisco Unified IP IVR.

Technology Refresh Upgrade Tasks

The following section provides instructions about upgrading Unified CCE components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Technology Refresh Upgrade Task Flow.

Migrate the Logger Database and Upgrade the Logger

To upgrade the Logger, do the following tasks:

  • Migrate the Logger database.

  • If you use Outbound Option High Availability, do the following:

    • Migrate the Outbound Option database.

    • For the enhancements in Outbound Option High Availability to work effectively, Outbound Option High Availability must be disabled before the logger upgrade and then enabled after the upgrade. For more information, see Disable Outbound Options High Availability (If Applicable).

  • Install the new software.

Before you begin

  • Create a shared folder in any desired location. Ensure that:

    • In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.

    • In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.


      Note
      If the user group everyone is not available, add it using the Add button.

Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE services on the Logger.

Step 2

(Optional) If Outbound Option High Availability is deployed, disable Outbound Options High Availability. For details, see Disable Outbound Options High Availability (If Applicable).

Step 3

Download the EDMT tool from Cisco.com, and ensure prerequisites for the same are installed on the target/destination system, before launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 4

Run the EDMT from the server that will host the destination Logger and click Next.

Step 5

Select Technology Refresh and click Next.

Step 6

Under Source Database Connection, in the HostName\IP Address field, type the Source IP and click Refresh Database List.

Step 7

Select the Logger Database name, and click Next.

Step 8

In the Windows Share Name field, type the name of the shared folder that you created.

Step 9

In the Windows Share Password field, type the password of the destination machine, and click Next.

Step 10

Review or change the information as required and click Start Migration.

Step 11

Exit the EDMT.

Step 12

(Optional) If Outbound Option High Availability is deployed, repeat steps 1 through 12 to migrate the BA database.

Step 13

Launch the ICM-CCE-Installer and click Next.

Step 14

Select Technology Refresh and click Next.

Step 15

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 16

To apply the Unified ICM 12.6(2) Maintenance Release, click Browse and navigate to the Maintenance Release software. Click Next.

Note

 

You can also proceed with the installation of Unified ICM 12.5(1) without selecting the Unified ICM 12.6(2) installer in this step. After installing Unified ICM 12.5(1), double-click the Unified ICM 12.6(2) installer, and proceed from step 22.

Step 17

(Optional) Select SQL Server Security Hardening and click Next.

Note

 

SQL Security Hardening shouldn't be applied during installation of Windows Server 2019 and SQL Server 2019. SQL Security Hardening can be applied post installation using the Security Wizard tool.

Step 18

Click OK on any informational messages that display.

Step 19

Click Install.

Step 20

Select Yes for the system to restart and complete the installation automatically or select No to restart the system manually after installing Unified ICM 12.5(1).

Note

 

  • If you have selected Unified ICM 12.6(2) in step 16, you must select Yes for the system to restart automatically.

  • After installing Unified ICM 12.5(1), you must restart the system manually before launching the Unified ICM 12.6(2) installation wizard and proceeding to step 22.

Step 21

Log in to your system using domain credentials with administrative privileges.

Step 22

Wait for the Unified CCE 12.6(2) installation wizard to launch. Click Next to proceed.

Step 23

Select the radio button to accept the license agreement and click Next.

Step 24

Click Install to begin the installation.

Step 25

Select the radio button to restart the system and click Finish.

Step 26

Open the Web Setup tool from the desktop shortcut.

Step 27

Edit the instance as necessary.

Step 28

(Optional) In case of Cross Domain upgrade, launch Web Setup, select instance and click on Change Domain to use the new domain for destination Unified CCE.

Edit instance and you might need to change the facility or instance number if required.

Step 29

(Optional) If you use Outbound Option High Availability, enable Outbound Option High Availability in the Web Setup tool. For details, see the Configure the Logger for Outbound Option topic in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Step 30

Edit the Logger component as necessary.

Edit the Logger component. In the Summary window, update the service account management section, with a pre-existing domain user that the Logger service would run under.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Note

 
Ensure that the domain user is created in the new domain to perform the service operation of Loggers and Administration & Data Servers component.

Caution

 

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

Step 31

(Optional) If it's a Cross Domain upgrade, use the User Migration tool to import the users and OU information which you exported from the source machine during the pre-upgrade process. See User Migration Tool in Preupgrade Overview.

Step 32

Use Unified CCE Service Control to set all Unified CCE services on the new Logger to Manual Start.

Upgrade Unified CCE Call Router

To upgrade the Call Router, do the following tasks:

  • Import the Cisco registry information.

  • Install the new software.

  • Set up the new Call Router using the Web Setup tool.

Procedure

Step 1

Launch the ICM-CCE-Installer and click Next.

Step 2

Select Technology Refresh and click Next.

Step 3

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 4

To apply the Unified ICM 12.6(2) Maintenance Release, click Browse and navigate to the Maintenance Release software. Click Next.

Note

 

You can also proceed with the installation of Unified ICM 12.5(1) without selecting the Unified ICM 12.6(2) installer in this step. After installing Unified ICM 12.5(1), double-click the Unified ICM 12.6(2) installer, and proceed from step 9.

Step 5

Click OK on any informational messages that display.

Step 6

Click Install.

Step 7

Select Yes for the system to restart and complete the installation automatically or select No to restart the system manually after installing Unified ICM 12.5(1).

Note

 

  • If you have selected Unified ICM 12.6(2) in step 4, you must select Yes for the system to restart automatically.

  • After installing Unified ICM 12.5(1), you must restart the system manually before launching the Unified ICM 12.6(2) installation wizard and proceeding to step 9.

Step 8

Log in to your system using domain credentials with administrative privileges.

Step 9

Wait for the Unified CCE 12.6(2) installation wizard to launch. Click Next to proceed.

Step 10

Select the radio button to accept the license agreement and click Next.

Step 11

Click Install to begin the installation.

Step 12

Select the radio button to restart the system and click Finish.

Step 13

Open the Web Setup tool from the desktop shortcut.

Step 14

Edit the instance as necessary.

For a domain change, change the domain of the instance. Additionally, you might need to change the facility or instance number as required.

Step 15

Edit the Call Router component as necessary.

If there are references to out-of-date network interfce names or IP addresses for the public and private networks for the Router, update this information.

Step 16

Use Unified CCE Service Control to set all Unified CCE services on the new Call Router to Manual Start.

Migrate the HDS Database and Upgrade the Unified CCE Administration & Data Server

To upgrade the Administration & Data Server, do the following tasks:

  • Migrate the HDS database (if applicable. Non-HDS configurations do not require this action.)

  • Import the Cisco registry information.

  • Install the new software.

  • Set up the new Administration & Data Server through the Web Setup tool.

The Installer upgrades the AW database that is associated with the Administration & Data server. The EDMT does not upgrade the AW database.

Before you begin

  • Create a shared folder in any desired location. Ensure that:

    • In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.

    • In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.


      Note
      If the user group everyone is not available, add it using the Add button.

Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE services on the server.

Step 2

Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 3

Launch the EDMT tool on the destination server that hosts the Administration and Data Server with HDS database and click Next. For non-HDS Server configurations, skip to step 11.

Step 4

Select Technology Refresh and click Next.

Step 5

Under Source Database Connection, in the HostName\IP Address field, type the Source IP, and click Refresh Database List.

Step 6

Under Destination Database Connection, in the SQL Server Port Number field, enter the destination SQL server port number, and then click Next.

Step 7

Select the HDS Database name, and click Next.

Step 8

In the Windows Share Name field, type the name of the shared folder that you created.

Step 9

In the Windows Share Password field, type the password of the destination machine, and click Next.

Step 10

Review or change the information as required, highlight the HDS database, and click Start Migration.

Step 11

Exit the EDMT.

Step 12

Launch the ICM-CCE-Installer and click Next.

Step 13

Select Technology Refresh and click Next.

Step 14

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 15

To apply the Unified ICM 12.6(2) Maintenance Release, click Browse and navigate to the Maintenance Release software. Click Next.

Note

 

You can also proceed with the installation of Unified ICM 12.5(1) without selecting the Unified ICM 12.6(2) installer in this step. After installing Unified ICM 12.5(1), double-click the Unified ICM 12.6(2) installer, and proceed from step 21.

Step 16

(Optional) Select SQL Server Security Hardening and click Next.

Note

 

SQL Security Hardening should not be applied during installation of Windows Server 2019 and SQL Server 2019. SQL Security Hardening can be applied post installation using the Security Wizard tool.

Step 17

Click OK on any informational messages that display.

Step 18

Click Install.

Step 19

Select Yes for the system to restart and complete the installation automatically or select No to restart the system manually after installing Unified ICM 12.5(1).

Note

 

  • If you have selected Unified ICM 12.6(2) previously, you must select Yes for the system to restart automatically.

  • After installing Unified ICM 12.5(1), you must restart the system manually before launching the Unified ICM 12.6(2) installation wizard.

Step 20

Log in to your system using domain credentials with administrative privileges.

Step 21

Wait for the Unified CCE 12.6(2) installation wizard to launch. Click Next to proceed.

Step 22

Select the radio button to accept the license agreement and click Next.

Step 23

Click Install to begin the installation.

Step 24

Select the radio button to restart the system and click Finish.

Step 25

Open the Web Setup tool from the desktop shortcut.

Step 26

Edit the instance as necessary.

Step 27

(Optional) In case of Cross Domain upgrade, launch Websetup, select the instance and click on Change Domain in order to use the new domain for destination Unified CCE.

Edit the instance. You might need to change the facility or instance number if required.

Step 28

Edit the Administration & Data Server component as necessary and in the Summary window, update the Service Account manager with the domain user to perform the service operation.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Note

 
Ensure that the domain user is created in the new domain to perform the service operation of Loggers and Administration & Data Servers component.

Caution

 

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

For more information about configuring permissions in your local machine, see Configure Permissions in the Local Machine.

Step 29

Use Unified CCE Service Control to set all Unified CCE services on the new Administration & Data Server to Manual Start.

Step 30

Start the Unified CCE services for Logger and Router on both Side A and Side B. Also, start the Distributor service for the all sites. Then, launch the Configuration Manager tool to check if it is working fine.

Note

 
The time required to complete a data migration varies in a direct relationship to the database size (the larger the database size, the longer it takes to migrate) and the server hardware performance level.

Note

 

If Outbound Options High Availability was disabled on source machines prior to the upgrade, you can enable it on Side A and Side B Destination machines if both the sides have been migrated successfully.

Synchronizing or Updating Configuration and Historical Data from Production Server to Staged Server During Cut Over

The EDMT tool can also be used to migrate data from a Logger or HDS production server, to the one that has already been staged on version 12.6(x). These two pronged upgrade steps are typically performed to reduce the downtime needed during cut-over to the new version.

While the parallel 12.6(x) systems are staged and tested, the 12.0(1)/12.5(x) production servers continue to process calls. On the day of the cut-over, the data in the 12.6(x) staged servers, can be updated or synchronized with that of the production server, by running the 12.6(x) EDMT tool, for each of the Logger and HDS database.


Note

Stop the Logger, AW-HDS, and Apache Tomcat services on 12.6(x) staged systems, before running EDMT tool while changing over to synchronize.

Upgrade Peripheral Gateways

You can upgrade different Peripheral Gateways (PG) within a contact center at different times within different maintenance windows. However, upgrade all PGs that reside on the same virtual machine and redundant PGs (Side A and corresponding Side B) during the same maintenance window.

The following dependencies occur when upgrading the Unified Communications Manager PG:

  • If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Unified Communications Manager PG.

  • If your contact center uses Outbound Option, upgrade any Outbound Option Dialers associated with Unified Communications Manager PGs at the same time.

  • If the Unified Communications Manager application is upgraded, upgrade the JTAPI client associated with the Unified Communications Manager PG at the same time.

Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE and CTI OS (if applicable when upgrading the Unified Communications Manager PG) services on the PG server. Change the services to Manual Start.

Step 2

Launch the ICM-CCE-Installer and click Next.

Step 3

To apply the Unified ICM 12.6(2) Maintenance Release, click Browse and navigate to the Maintenance Release software. Click Next. You can also proceed with the installation of Unified ICM 12.5(1) without selecting the Unified ICM 12.6(2) installer in this step. After installing Unified ICM 12.5(1), double-click the Unified ICM 12.6(2) installer, and proceed with installation.

Step 4

Select Technology Refresh and click Next.

Step 5

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

The registry information for the Unified Communications Manager PG also contains information for the CTI OS server (if applicable).

Step 6

Click OK on any informational messages that display.

Step 7

Click Install.

Step 8

Reboot the system after the upgrade completes.

Step 9

After reboot, open the Peripheral Gateway Setup tool from the desktop shortcut and make any necessary changes. See the "Install" section of this document for specific information.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Step 10

Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.

Step 11

Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.

Upgrade Outbound Option Dialer

To upgrade the Outbound Option Dialer, import the Cisco registry information, install the new software, and set up the new Dialer using the PG Setup tool.

Before you begin

You must have previously migrated the Outbound Option database during the Logger upgrade.

Procedure

Step 1

Launch the ICM-CCE-Installer and click Next.

Step 2

To apply the Unified ICM 12.6(2) Maintenance Release, click Browse and navigate to the Maintenance Release software. Click Next. You can also proceed with the installation of Unified ICM 12.5(1) without selecting the Unified ICM 12.6(2) installer in this step. After installing Unified ICM 12.5(1), double-click the Unified ICM 12.6(2) installer, and proceed with installation.

Step 3

Select Technology Refresh and click Next.

Step 4

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 5

Click OK on any informational messages that display.

Step 6

Click Install.

Step 7

Reboot the system after the upgrade completes.

Step 8

Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.

Step 9

Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.

Upgrade Unified CCE Administration Client

There’s no support for Administration Clients to be upgraded via Technology Refresh upgrade. Either perform an in-place common ground upgrade of Administration Clients, and make edits as necessary using the Administration Client setup, or perform a fresh installation of Administration Client on a new system.


Note

To upgrade the Operating System from Windows 10 to Windows 11, you must follow the Unified CCE Virtualisation to get the Latest OVA configuration details. Modify the VM specifications for Windows 11. For Windows 11, the SecureBoot and TPM devices are mandatory which must be added before upgrading the OS from Windows 10 to Windows 11.