upgrade process for
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.
Figure 1. Packaged CCE
Things to note
include the following:
Unified CCE Call Server and Data Server VMs change to on-box Unified CCE
Rogger, PG, and AW-HDS-DDS.
Two Unified CVP
Servers are replaced with one Unified CVP Server that can support up to 3000
and Email (ECE) can be coresident on box or deployed off box.
ECE is supported on the B200 M4 and C240 M4 hardware only.
When you migrate to
Packaged CCE 2000 Agent model, the Unified CCE Call Server
and Data Server are migrated as shown in the following diagram.
Figure 2. Packaged CCE Migration
requires four maintenance windows:
maintenance window to shut down services on Side A to prepare for upgrade.
maintenance window in the middle of the upgrade to cut over from Side B to Side
A. You must bring down Side B before you bring up Side A.
maintenance window after you upgrade Side B to synchronize Side A to Side B.
maintenance window to finish migrating the Unified CCE Call Server to a Unified
This guide steps you
through the upgrade and migration process for
Packaged CCE, which includes the
following major tasks:
system requirements for upgrade.
Unified CCE Rogger.
Unified CCE Data Server to a Unified CCE AW-HDS-DDS.
Unified CCE Call Server to a Unified CCE PG.
components on Side A.
from Side A to Side B, during which you bring Side B down and then bring Side A
upgrading all components on Side B.
Side A and Side B.
deployment includes Cisco Unified WIM and EIM, you must shut it down during the
upgrade. Enterprise Chat and Email
replaced Unified WIM
and EIM in Release 11.5(1). Unified WIM and EIM is not supported with
Packaged CCE 11.5(1) onwards. After the upgrade is complete,
you can install Enterprise Chat and Email. See
Install and Configure Enterprise Chat and Email.
Live Data does
not work during the migration and upgrade.
does not work while Side A is down.
Make sure that
you have backups of Side A and Side B Call Servers, Data Servers, and Unified
CVP Servers before you begin your upgrade.
Use the Disaster
Recover System (DRS) application to back up Finesse and Unified Intelligence
Center system data.
access the DRS application, direct your browser to
https://FQDN of Finesse server:8443/drf/. For more
information, see the online help provided with the DRS application.
Intelligence Center: To access the DRS application, direct your browser to
https://IP address of Unified Intelligence
Center:8443/drf. For more information, see the online help provided
with the DRS application.
After you begin
the migration and upgrade process, you cannot back out of it. If you want to go
back to the previous release, you must restore your VMs from your backup.
If your Active
Directory Domain Controller is on an unsupported version, upgrade to Windows
administrator login are affected during this upgrade.
You can also
perform this upgrade after you upgrade
can stage the Unified CCE Rogger off box before you begin the migration and
upgrade to lessen your downtime.
Plan out your
hostnames. You may want to change the hostnames of the migrated Unified CCE
components (Unified CCE Call Server, which becomes the Unified CCE PG, and
Unified CCE Data Server, which becomes the Unified AW-HDS-DDS). If you change
these hostnames, you must update them in other places (such as Finesse, PG
Setup, and private network DNS entries).