Common Ground Upgrade Process
The upgrade process for Packaged CCE is designed for minimal Contact Center downtime. While you are upgrading Side A, Side B remains operational. After you upgrade Side A, contact center activity resumes on Side A while you upgrade Side B.
In Release 11.5(1), Packaged CCE moved to a new deployment model (Packaged CCE: 2000 Agents). The upgrade process also includes steps to migrate to this new model.
The layout of the VMs on the hardware changes as shown in the following diagram.
Things to note include the following:
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The on-box Unified CCE Call Server and Data Server VMs change to on-box Unified CCE Rogger, PG, and AW-HDS-DDS.
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Two Unified CVP Servers are replaced with one Unified CVP Server that can support up to 3000 ports.
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Enterprise Chat and Email (ECE) can be coresident on box or deployed off box.
Note
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On-box ECE is supported on the B200 M4, C240 M4SX and C240 M5SX hardware only.
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When you migrate to the Packaged CCE 2000 Agent model, the Unified CCE Call Server and Data Server are migrated as shown in the following diagram.
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The upgrade requires four maintenance windows:
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This guide steps you through the upgrade and migration process for Packaged CCE, which includes the following major tasks:
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Meeting the system requirements for upgrade.
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Performing preupgrade tasks.
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Installing the Unified CCE Rogger.
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Migrating the Unified CCE Data Server to a Unified CCE AW-HDS-DDS.
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Migrating the Unified CCE Call Server to a Unified CCE PG.
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Upgrading all components on Side A.
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Cutting over from Side A to Side B, during which you bring Side B down and then bring Side A up.
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Migrating and upgrading all components on Side B.
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Synchronizing Side A and Side B.
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Performing postupgrade procedures.