Packaged CCE 11.0(x) to 11.6 Upgrade
Common Ground Upgrade Process
Prerequisites and Important Considerations
Preupgrade Tasks
- Unified CVP Preupgrade Tasks
  - Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks
- Unified Communications Manager Preupgrade Tasks
Prepare Side A for Upgrade
Upgrade Side A
Cut Over from Side B to Side A
Upgrade Side B
- Migrate and Upgrade Side B
Sync Side A to Side B
Migrate Call Server to Unified CCE PG
Switch into Packaged CCE Deployment
- Switch into Packaged CCE Deployment
- Validate Packaged CCE Deployment and Build System Inventory
Postupgrade Tasks

Packaged CCE 11.0(x) to 11.6 Upgrade

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:

The on-box 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 ports.

Enterprise Chat and Email (ECE) can be coresident on box or deployed off box.

Note

On-box ECE is supported on the B200 M4, C240 M4SX and C240 M5SX hardware only.

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.

Important

The upgrade requires four maintenance windows:

One maintenance window to shut down services on Side A to prepare for upgrade.
A second 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.
A third maintenance window after you upgrade Side B to synchronize Side A to Side B.
A fourth maintenance window to finish migrating the Unified CCE Call Server to a Unified CCE PG.

This guide steps you through the upgrade and migration process for Packaged CCE, which includes the following major tasks:

Meeting the system requirements for upgrade.
Performing preupgrade tasks.
Installing the Unified CCE Rogger.
Migrating the Unified CCE Data Server to a Unified CCE AW-HDS-DDS.
Migrating the Unified CCE Call Server to a Unified CCE PG.
Upgrading all components on Side A.
Cutting over from Side A to Side B, during which you bring Side B down and then bring Side A up.
Migrating and upgrading all components on Side B.
Synchronizing Side A and Side B.
Performing postupgrade procedures.

Prerequisites and Important Considerations

If your 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.
Outbound Option 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.
- Finesse: To 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.
- Unified 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.
Optionally, you 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).
Make sure that you are running the minimum supported version of ESXi. For information about supported ESXi versions, see the Virtualization for Cisco Packaged CCE at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/virtualization/pcce_virt_index.htmlVirtualization for Cisco HCS for Contact Center at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/hcs_cc_virt.html.

Preupgrade Tasks

Perform the tasks in the following table in the order that they are listed.

Important

You must perform the tasks in the order that they are listed in this table. Some tasks link to procedures in other parts of the guide. When you reach the end of a procedure, refer back to this table to determine what you must do next. Failure to perform upgrade tasks in the order listed in this table can cause the upgrade to fail.

Note

The minimum disk space required to perform the upgrade is 1500 MB.
During the upgrade process, the installer takes a backup of the existing configuration database. This backup is available in drive\temp\<instance name_logger side><schema version>.

For example: C:\Temp\Inst_sideA181

Step

Task

In the Unified CCE Administration System Inventory tool, check the status of the alerts for the hosts and for each virtual machine (VM). Resolve any issues. Make sure that inventory alerts are at 0 before you continue.

Shut down Enterprise Chat and Email (ECE).

Reduce the impact of Side A services shutdown.

Stopping Side A services to upgrade the components may force agents to sign out of their desktops and cause IP phones to rehome. If customers require agents to be active during the upgrade, you can reduce the impact of Side A shutdown by completing these preupgrade tasks.

Force phones to rehome to the Side B Unified Communications Manager Subscriber.

Perform this step if the device pool for the agent phones contains only the Side A Unified Communications Manager Subscriber 1. In Unified Communications Manager Administration, add the Side B Unified Communications Manager Subscriber 2 as preferred and change the Subscriber 1 to secondary. Reset the phones after you change the device pool.

You can skip this step if the device pool for the agent phones is configured with the Side A Unified Communications Manager Subscriber 1 as preferred and the Side B Unified Communications Manager Subscriber 2 as secondary. When you shut down Side A, Unified Communications Manager forces logout for agents using phones logged in to Subscriber 1 and rehomes their phones to Subscriber 2.

Direct agents to sign in to the Side B Finesse Secondary node.

Configure the Cisco IOS Enterprise Ingress Voice Gateway dial-peer priority so that calls are sent to the Side B Unified CVP Servers first, and then to the Side A Unified CVP Servers.

To maintain reporting capabilities during the Side A upgrade, configure Unified Intelligence Center historical and real-time data sources to one of the following:

Side B Unified CCE Data Server
External HDS with Side B as the Central Controller preferred side

See Configure Unified Intelligence Center Data Sources for External AW-HDS-DDSHDS for steps to configure Unified Intelligence Center data sources. For the Datasource Host and Database Name fields, enter values for the Side B Unified CCE Data Server with Side B as the Central Controller preferred side.

Complete Finesse preupgrade tasks

Save your current desktop layout configuration.

Sign in to Finesse Administration on the primary Finesse node (https://FQDN of primary Finesse server/cfadmin). Copy the layout XML file from the Manage Desktop Layout gadget on the Desktop Settings tab. Save it as a text file on your local system.

Note

If you are currently running the default layout, the layout automatically upgrades to the new layout. To use the layout from the previous version, copy and paste the layout XML to the Manage Desktop Layout gadget after the upgrade is complete.

Complete Unified CVP preupgrade tasks

Complete the Unified CVP Server and Operations Console preupgrade tasks on Unified CVP Server 1A, Unified CVP Server 1B, and the Unified CVP OAMP Server.

You do not need to complete these tasks on Unified CVP Servers 2A and 2B because they are removed during the migration process.

See Unified CVP Preupgrade Tasks.

Change the Unified CVP scripts as required so they do not point to DNs and labels on Unified CVP Server 2A.

Complete Unified Communications Manager preupgrade tasks

10.

Complete Unified Communications Manager preupgrade tasks.

See Unified Communications Manager Preupgrade Tasks.

Unified CVP Preupgrade Tasks

Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks

Procedure

Step 1	Close all programs.
Step 2	Stop any third-party services and applications that are running on the server.
Step 3	Back up the C:\Cisco\CVP folder for all Unified CVP Servers.
Step 4	Back up the Operations Console as follows: Log in to Operations Console. On the Operations Console page, click System > Export System Configuration > Export, and save the CVP-OpsConsole-Backup.zip file. Manually copy the sip.properties file from the directory <CVP_HOME>\conf. (Unified CVP Operations Console cannot export the sip.properties file.) Copy the exported configuration and custom files onto network storage media or a portable storage media.

Unified Communications Manager Preupgrade Tasks

Procedure

Step 1	Ensure that you have the necessary license files for the new release.
Step 2	Back up your system. For more information, see the Administration Guide for Cisco Unified Communications Manager at this address: https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.
Step 3	Obtain the upgrade file from Cisco.com and save it to an FTP or SFTP server. Folder names and filenames that you enter to access the upgrade file are case-sensitive. For more information, see the Release Notes for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-release-notes-list.html

Prepare Side A for Upgrade

Before you begin, complete all tasks listed in Preupgrade Tasks.

The user account that performs the upgrade must have access to PG Explorer and Network Trunk Group Explorer in Configuration Manager. Use the User List tool in Configuration Manager to provide access. For more information, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Perform the tasks in the following table during a maintenance window and in the order they are listed.

Important

Make sure that you have backups of all components before you proceed.

Step

Task

To seamlessly upgrade to the new hardware layout Packaged CCE adopted from release 11.5 onwards, ensure that you switch out of the Packaged CCE: CCE-PAC-M1 deployment mode and into UCCE 4000 Agents Rogger. After the upgrade you can switch to the PCCE deployment model you require.

Note

When you sign in to Unified CCE Administration, a screen appears that contains warnings about virtual machine mismatches. You can ignore these warnings and close the screen.

Disable configuration changes. Set the following registry key to 1 on the Side A Unified CCE Call Server:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\RouterA\Router\CurrentVersion\Configuration\Global\DBMaintenance

The change is replicated to the other side automatically.

On each of the following VMs, select Unified CCE Service Control on the desktop. Stop the Unified CCE services and change Startup to Manual:

Side A Unified CCE Call Server
Side A Unified CCE Data Server
External HDS associated with Side A (if used)

If Outbound Option is used, on the Side B Unified CCE Call Server, select Unified CCE Service Control on the desktop. Stop the Dialer service and change Startup to Manual.

Note

Outbound Option does not work while Side A is down because there is no redundancy for the Campaign Manager process.

Upgrade Side A

Migrate and Upgrade Side A

Before you begin, check the following to confirm that call activity has ended on Side A:

In Unified CVP Diagnostic Portal, check that no Side A ports are in use.
In the Unified Communications Manager RTMT tool, check that phones have migrated to Side B.

Make sure that you have completed all tasks listed in Prepare Side A for Upgrade.

Important

For best results, place upgrade media ISOs on local data stores. Make sure to remove them when the upgrade is complete.

Step

Task

Upgrade the Side A Unified CVP VMs

Update the settings on the Unified CVP OAMP server VM.

See Update VMware Settings for the Unified CVP OAMP Server.

Upgrade the Unified CVP OAMP Server.

See Upgrade the Unified CVP Operations Console.

Update the settings on the Unified CVP Server 1A VM.

See Update VMware Settings for the Unified CVP Server.

Upgrade Unified CVP Server 1A.

See Upgrade the Unified CVP Server.

Remove the Unified CVP Server 2A VM.

Note

Delete the Call Server, Media Server, and VXML Server from the Unified CVP OAMP Server before removing the Unified CVP Server 2A VM.

Update the Cisco IOS Enterprise Ingress Voice Gateway dial-peer configuration to remove Unified CVP Server 2A.

Obtain and transfer the license now if you don't have an external Unified CVP Reporting Server.

For an external Unified CVP Reporting Server, you can transfer the upgrade license to all Unified CVP components after you upgrade the external server.

See Obtain and Transfer the Upgrade License for Unified CVP.

Transfer scripts and media files to the gateways not currently being used by Side B. If all gateways are being used, perform this step during the cutover to Side B.

See Transfer Unified CVP Scripts and Media Files.

Note

You must manually configure the Unified CVP properties files based on the upgrade path. For more information, see the 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.

Upgrade Side A Cisco Voice Gateway IOS Version if needed

Upgrade the Side A Cisco Voice Gateway IOS version to the minimum required by the upgraded Packaged CCE release (or later).

See Upgrade Cisco Voice Gateway IOS Version.

See the Cisco Packaged CCE Software Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html for IOS support information.

Upgrade External Unified CVP Reporting Server (if used)

10.

Complete the Unified CVP Reporting Server preupgrade tasks.

See Unified CVP Reporting Server Preupgrade Tasks.

11.

Unload the data from the Unified CVP Reporting Server.

See Unload Data From Reporting Database.

12.

Uninstall the Unified CVP Reporting Server.

See Uninstall the Unified CVP Component from the Reporting Server VM.

13.

Update the settings on the Unified CVP Reporting Server VM.

See Update VMware Settings for the Unified CVP Reporting Server.

14.

Install the External Unified CVP Reporting Server.

See Install Cisco Unified CVP Reporting Server.

Load data on the Unified CVP Reporting Server.

See Load Data to Reporting Server Database.

16.

Save and deploy the Unified CVP Reporting Server in the Operations Console.

See Save and Deploy the Unified CVP Reporting Server.

17.

Transfer the upgrade license.

See Obtain and Transfer the Upgrade License for Unified CVP.

Upgrade the Side A Finesse and Unified Intelligence Center VMs

18.

Upgrade the VMware version on the Finesse Primary VM.

See Upgrade the Virtual Machine Hardware Version.

19.

Update the settings on the Finesse Primary VM.

See Update VMware Settings for Cisco Finesse.

20.

Upgrade the Finesse Primary node.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

21.

Upgrade the VMware version on the Unified Intelligence Center Publisher VM.

See Upgrade the Virtual Machine Hardware Version.

22.

Update the settings on the Unified Intelligence Center Publisher VM.

See Update VMware Settings for Cisco Unified Intelligence Center.

23.

Upgrade the Unified Intelligence Center Publisher node.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

Note

Your configuration information migrates automatically to the upgraded version in the active partition.

Prepare for Side A Migration to Packaged CCE 2000 Agent Rogger Deployment

24.

Back up and export the Logger database and the Outbound Option (if used) pccebaA database.

See Back Up Database.

25.

Back up and export your network configuration.

See Back Up Network Configuration.

Install the Side A Unified CCE Rogger (if not previously staged off box)

26.

Create a VM for the Side A Unified CCE Rogger.

Using Packaged-CCE-UCCE.ova, Create a Virtual Machine from the OVA.

Select Rogger from the drop-down list.

27.

Install Microsoft Windows Server on the Side A Unified CCE Rogger VM.

See Install Microsoft Windows Server.

28.

Install VMware tools on the Side A Unified CCE Rogger VM.

See Install VMware Tools.

29.

Configure the network adapters for the Side A Unified CCE Rogger.

See Configure Network Adapters for Unified CCE Rogger and Unified CCE PG .

30.

Install antivirus software on the Side A Unified CCE Rogger.

See Install Antivirus Software.

31.

Configure the database drive for the Side A Unified CCE Rogger.

See Configure Database Drive.

32.

Set persistent static routes.

See Set Persistent Static Routes.

33.

Run Windows updates.

See Run Windows Updates.

34.

Add the Unified CCE Rogger to the domain.

35.

Install Microsoft SQL Server.

36.

Install Cisco Unified Contact Center Enterprise Release 11.0(1).

See Install Cisco Unified Contact Center Enterprise.

Configure the Side A Unified CCE Rogger

37.

Add a UCCE Instance in Web Setup.

See Add a UCCE Instance.

38.

Configure SQL Server for the Logger database on the Unified CCE Rogger.

See Configure SQL Server for CCE Components.

39.

Configure the Logger database and log.

See Configure the Logger Database and Log.

40.

Import the Logger and Outbound Option databases that you backed up and exported in step 24.

See Import the Logger and Outbound Databases.

41.

Add a Unified CCE Router component in Web Setup.

See Add a Unified CCE Router Component.

42.

Add a Unified CCE Logger component in Web Setup.

See Add a Unified CCE Logger Component.

Convert the Side A Unified CCE Data Server and Unified CCE Call Server

43.

Upgrade the VMware version on the Side A Data Server VM.

See Upgrade the Virtual Machine Hardware Version.

44.

Update the settings on the Side A Data Server VM.

See Update VMware Settings on the Unified CCE Data Server.

46.

Convert the Side A Unified CCE Data Server to a Unified CCE AW-HDS-DDS.

See Convert Unified CCE Data Server to Unified CCE AW-HDS-DDS.

47.

Update the real-time and historical datasources for Unified Intelligence Center to point to the Unified CCE AW-HDS-DDS.

You must update the historical data source database name from <instancename>_sideA to <instancename>_awdb.

48.

Upgrade the VMware version on the Side A Call Server VM.

See Upgrade the Virtual Machine Hardware Version.

49.

Update the settings on the Side A Call Server VM.

See Update VMware Settings on the Unified CCE Call Server.

50.

Remove the Router from the Side A Unified CCE Call Server.

See Remove the Router from the Unified CCE Call Server.

The Call Server is now a PG.

51.

Run the Unified CCE Release 11.6(1) installer on the Side A Unified CCE Rogger.

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

52.

Disable configuration changes on the Unified CCE Rogger. Change the following registry key to 1:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\RouterA\Router\CurrentVersion\Configuration\Global\DBMaintenance

53.

Run the Unified CCE Release 11.6(1) installer on the Side A Unified CCE AW-HDS-DDS (former Data Server).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

54.

Run the Unified CCE 11.6(1) installer on the Side A PG (former Call Server).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

55.

Modify the Side A PG to point to the Unified CCE Rogger.

See Modify the PG.

56.

Modify the dialer to point to the Unified CCE Rogger (if using Outbound Option).

See Modify the Dialer.

Optional: Upgrade the External HDS associated with Side A (if used)

57.

Upgrade the VMware version on the External HDS associated with Side A.

See Upgrade the Virtual Machine Hardware Version.

58.

Run the Unified CCE Release 11.6(1) installer the External HDS associated with Side A.

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

59.

Update the Central Controller connectivity to point to the Unified CCE Rogger.

See Update the Central Controller Connectivity.

Optional: Install language pack

60.

Install the language pack on the Side A Unified CCE Rogger, AW-HDS-DDS (former Data Server), PG (former Call Server), and External HDS associated with Side A (if used).

See Install the Language Pack.

Upgrade the Side A Unified Communications Manager Publisher and Subscriber 1

61.

Upgrade the Side A Unified Communications Manager Publisher.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

62.

Upgrade the Side A Unified Communications Manager Subscriber 1.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

Important

The Unified CM Publisher upgrade must be complete and the new release software must be the active version before you upgrade the Unified CM Subscriber.

63.

Upgrade the Unified Communications Manager License.

See Upgrade Unified Communications Manager License.

64.

Upgrade JTAPI on the Side A PG (former Call Server).

See Upgrade JTAPI on the PG.

Important

If you are installing CUCM 12.5, install Cisco JTAPI Client on CUCM. See Install Cisco JTAPI Client on PG.

Optional: Change hostnames of the Unified CCE components

65.

Optional: Change the hostnames of the Unified CCE components (AW-HDS-DDS and PG).

Note

You can perform this task when you reboot each component as part of the upgrade. If you do change the hostnames, also change them in the following places:

Cisco Finesse
PG Setup
Unified Intelligence Center - Historical and real-time
Private network DNS entries
Live Data—If you change the hostname of the AW-HDS-DDS (former Data Server), Live Data no longer connects to the AW-HDS-DDS after the Data Server hostname is removed from DNS. To fix this, do the following:
1. Run the following CLI command on the CUIC-LD-IdS Publisher:
  
  unset live-data aw-access primary
2. Restart Cisco Tomcat on the Side A AW-HDS-DDS.

Cisco Unified Customer Voice Portal Upgrade Procedures

Update VMware Settings for the Unified CVP Server

Update the virtual machine settings on the Unified CVP Servers 1A and 1B to match the OVA file.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Select the hard disk to modify. In the Disk Provisioning pane, increase the provisioned size to 250 GB. Click Memory and update the Memory Size to 10 GB . Click Video Card and update the Total video memory to 8 MB.
Step 4	Click the Resources tab. Click CPU and update the Reservation to 3000 MHz. Click Memory and update the Reservation to 10240 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.
Step 7	Open the Disk Management Tool (right-click Start and choose Disk Management from the context menu).
Step 8	Select the C drive.
Step 9	In the Disk 0 row, right- click (C:) and select Extend Volume. The Extend Volume Wizard opens.
Step 10	Click Next.
Step 11	Accept the default settings and click Next.
Step 12	Click Finish.
Step 13	Restart the server.

Upgrade the Unified CVP Server

When you upgrade the Unified CVP Server, you must upgrade Unified Call Studio to the same version.

You can upgrade all Unified CVP nodes on the same side in parallel.

Procedure

Step 1

To retain the default media file format for this Unified CVP release, which is U-Law, skip the next two steps and proceed to Step 4.

Step 2

If you are changing from the U-Law to A-Law format:

Navigate to the C:\Cisco\CVP\conf location.
Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG), and applications that are in U-Law to A-Law.

In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at line 7 to enable the A-Law flag.

Note

Ensure that you leave a space before and after the "=" sign.

Step 3

If you are changing from U-Law or A-Law to G729 format:

Navigate to the C:\Cisco\CVP\conf location.

In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatG729 = 1 property at line 7 to enable the G729 flag.

Note

Ensure that you leave a space before and after the "=" sign.

Step 4

Mount the Unified CVP ISO image.

Step 5

From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe.

Follow the prompts as the installer guides you through the upgrade process.

Step 6

Restart the server.

What to do next

Transfer script and media files:

Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and Media.
In the Select device type field, select the Gateway.
Move all Gateways to Selected.
Select Default Gateway files.

Select Transfer, and then select OK on the popup window.

Note

If you have separate Ingress and VXML gateways, you must select the appropriate files and script for each component.

After configuring the application services in the gateways, log in to the gateway and use the Cisco IOS CLI command call application voice load <service_Name> to load the gateway download transferred files into the Cisco IOS memory for each Unified CVP service.

Restore any backed-up third-party libraries.
Re-license Unified CVP Servers with a license for the new version.

Restore any backed-up third-party libraries.

Update VMware Settings for the Unified CVP OAMP Server

Update the virtual machine settings on the Unified CVP Reporting Server to match the OVA file.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Click Memory and update the Memory Size to 4 GB. Click Video Card and update the Total video memory to 8 MB.
Step 4	Click the Resources tab. Click Memory and update the Reservation field to 4096 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.

Upgrade the Unified CVP Operations Console

The default media files are overwritten during the Unified CVP upgrade. Customized media files, such as whisper announcements and agent greetings, are not overwritten; they retain the format they had in previous releases.

Procedure

Step 1

To retain the default media file format for this Unified CVP release, which is U-Law, skip the next two steps and proceed to Step 4.

Step 2

If you are changing from the U-Law to A-Law format:

Navigate to the C:\Cisco\CVP\conf location.
Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG), and applications that are in U-Law to A-Law.

In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at line 7 to enable the A-Law flag.

Note

Ensure that you leave a space before and after the "=" sign.

Step 3

If you are changing from U-Law or A-Law to G729 format:

Navigate to the C:\Cisco\CVP\conf location.

In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatG729 = 1 property at line 7 to enable the G729 flag.

Note

Ensure that you leave a space before and after the "=" sign.

Step 4

Mount the Unified CVP ISO image.

Step 5

From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run setup.exe.

Step 6

Follow the instructions on the screen.

Step 7

Restart the server.

Obtain and Transfer the Upgrade License for Unified CVP

The Unified CVP Server and the Unified CVP Reporting Server require an updated license. The Operations Console runs without requiring a license.

Before you begin

To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): https://tools.cisco.com/gct/Upgrade/jsp/index.jsp. If there is an entitlement to upgrade, the tool returns a Product Authorization Key (PAK); if not, the tool displays the option to purchase a PAK.

Use the PAK to generate a license file, using the Product License Registration Portal on Cisco.com: https://tools.cisco.com/SWIFT/LicensingUI/Home.

See Generate a License for instructions.

Save the license file locally so that you can transfer it using the Operations Console.

Procedure

Step 1	In the Operation Console, go to Bulk Administration > File Transfer > Licenses.
Step 2	In the Device Association panel, select the device type from the drop-down list. For example select Unified CVP Reporting Server or Unified CVP Server.
Step 3	Move the objects you want to license from Available to Selected.
Step 4	In the Licenses Files panel, select Select new file and then browse to the location where you saved the upgrade license.
Step 5	Click Transfer.

Cisco Enterprise Voice Gateway Upgrade Procedures

Upgrade Cisco Voice Gateway IOS Version

Perform this procedure for each gateway on the side you are upgrading.

Upgrade the Cisco Voice Gateway IOS version to the minimum version required by this release. See the Cisco Packaged CCE Software Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html for IOS support information.

For more information, see https://www.cisco.com/c/en/us/td/docs/routers/access/1900/software/configuration/guide/Software_Configuration/upgrade.pdf.

Procedure

Step 1	Copy the new image from the remote TFTP server into flash memory, making sure that you specify your own TFTP server's IP address and Cisco IOS filename.
Step 2	Verify that the new image was downloaded.
Step 3	Boot using the new image. Update the gateway config to boot using the new version.
Step 4	Reload the gateway to use the new image.

Unified CVP Reporting Server Upgrade Procedures

Unified CVP Reporting Server Preupgrade Tasks

Procedure

Step 1

Back up the Informix database by running C:\Cisco\CVP\bin\cvpbackup.bat.

This backs up the database to E:\cvp-db-backup\cvp-backup-data.gz.

Step 2

Turn off the scheduled purge, as follows:

Open Administrative Tools > Task Scheduler.
In the Active Tasks, double-click one of the Unified CVP tasks.
Select all of the Unified CVP-related tasks, right-click, and choose Disable

Step 3

Ensure that Unified CVP Reporting Server is not part of any domain and is part of a workgroup. Add it to the domain after the upgrade, if necessary.

Unload Data From Reporting Database

Note

While the Cisco CVP CallServer service is stopped, no reporting data is sent to the Unified CVP Reporting Server.

Procedure

Step 1

Step 2

Stop the Cisco CVP Call Server service from the Windows Service Manager.

Note

Ensure that enough disk space is available to unload data. To check the disk space (in MB), run the query:

select sum(tabsize(tabname)) from systables where tabid>99

Step 3

Access the Unified CVP installation file.

Step 4

From the command prompt, change the directory to the migration folder.

Note

You can also copy the migration folder to local disk and run the unload script directly.

Step 5

Locate the migrate_unload.bat file.

By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the default path, then update the path in unl.sql:

create procedure unld(path char(128) default "c:\migration\") RETURNING char(128)

Step 6

Run the following command to unload the Reporting Server database:

migrate_unload.bat

Note

You must run this command as an administrator.

After running the script, a set of .unl files is created under the path provided. The .unl files are exported to c:\migration folder. This folder must have full access permission for cvp_dbadmin user.

Step 7

Copy the exported migration folder to the Unified CVP Reporting Server database.

Note

Reduce the retention period for data and execute a purge to reduce the data to migrate.

Step 8

Start Cisco CVP Call Server service from Windows Service Manager.

Uninstall the Unified CVP Component from the Reporting Server VM

Before you begin

Shut down all applications and close all open files.
Close the Unified CVP component and related files.

Procedure

Step 1

Click Start > Control Panel > Programs and Features.

Step 2

Click Cisco Unified Customer Voice Portal / Cisco Unified Call Studio, and then click Uninstall.

Step 3

Click Next.

After uninstallation, the Uninstall Complete screen appears. Reboot the server.

Note

The Unified CVP uninstallation procedure does not clean up all the files and folders, such as log files, media files, and folders that are generated postinstallation. Media folders with same names are replaced during the CVP installation process. User-created media files and folders remain unchanged during CVP upgrade. Create all the media folders in wwwroot and use the relative paths to simplify the migration process for the future releases that support a-law and mu-law files.

Update VMware Settings for the Unified CVP Reporting Server

Update the virtual machine settings on the Unified CVP Reporting Server to match the OVA file.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Select the hard disk to modify (C drive). In the Disk Provisioning pane, increase the provisioned size to 80 GB. Click Memory and update the Memory Size to 6 GB. Click Video Card and update the Total video memory to 8 MB.
Step 4	Click the Resources tab. Click Memory and update the Reservation field to 6144 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.
Step 7	Open the Disk Management Tool (right-click Start and choose Disk Management from the context menu).
Step 8	Select the C drive.
Step 9	In the Disk 0 row, right- click (C:) and select Extend Volume. The Extend Volume Wizard opens.
Step 10	Click Next.
Step 11	Accept the default settings and click Next.
Step 12	Click Finish.
Step 13	Restart the server.

Load Data to Reporting Server Database

Procedure

Step 1

Open the Unified CVP installation file.

Step 2

Stop Cisco CVP Call Server service from Windows Service Manager.

Step 3

Go to CVP > Migration.

Step 4

Copy the migration folder to the local disk and run the load script directly. From the command prompt, change the directory to the migration folder.

Step 5

On the local disk, locate the .unl files that you want to load into the Unified CVP database and copy them into the migration folder.

Step 6

Run the following command as an administrator to load the Unified CVP database: migrate_load.bat

Note

If the .unl files are located in c:\migration, you must run the script load as migrate_load.bat.

This script loads all the three Unified CVP Reporting databases with the previous call data to the Unified CVP Reporting database.

Note

The load runs at a rate of about 1.5GB/hour.

Step 7

Start Cisco CVP Call Server service from Windows Service Manager.

Save and Deploy the Unified CVP Reporting Server

Procedure

Step 1	On the Unified CVP OAMP server, open the Operations Console and log in.
Step 2	Navigate to Device Management > Unified CVP Reporting Server.
Step 3	Click the hostname of the Unified CVP Reporting Server.
Step 4	Click Save and Deploy.

Common Software Upgrade Procedures

Upgrade the Virtual Machine Hardware Version

Perform the following procedure on the VSphere Web Client on the Finesse and Unified Intelligence Center VMs.

Procedure

Step 1	Shut down the virtual machine.
Step 2	Right-click the virtual machine and choose Compatibility > Upgrade VM Compatibility.
Step 3	Click Yes to confirm upgrade.
Step 4	From the Compatible with (*) drop-down list, choose ESXi 5.1 and later.
Step 5	Click OK to save the settings.
Step 6	Power on the virtual machine.

Update VMware Settings for Cisco Finesse

Update the virtual machine settings for the Finesse Primary and Finesse Secondary VMs to match the OVA file.

Procedure

Step 1	Use the following CLI command to shut down the virtual machine: utils system shutdown
Step 2	Right-click the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Click Memory and update the Memory Size to 10 GB.
Step 4	Click the Resources tab. Click CPU and update the Reservation field to 5000 MHz. Click Memory and update the Reservation field to 10240 MB.
Step 5	Click OK.
Step 6	Power on the virtual machine.

Update VMware Settings for Cisco Unified Intelligence Center

Update the settings on the Unified Intelligence Center Publisher and Subscriber to match the OVA file.

Procedure

Step 1	Use the following CLI command to shut down the virtual machine: utils system shutdown
Step 2	Right-click the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Select the hard disk to modify. In the Disk Provisioning pane, change the Provisioned Size to 200 GB. Click Memory and update the Memory Size to 16 GB.
Step 4	Click the Resources tab. Click CPU and update the Reservation field to 5500 MHz. Click Memory and update the Reservation field to 16384 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.

Upgrade VOS-Based Contact Center Applications from DVD/CD

Finesse and Unified Intelligence Center 11.0 support aligned partitions, but only with a fresh installation. When you upgrade from a previous release, the platform detects the unaligned partitions and displays the following error: ERROR-UNSUPPORTED: Partitions unaligned.

You can run Finesse and Unified Intelligence Center with the unaligned partitions without functional impact. To experience the benefits of aligned partitions, you must you perform a fresh installation after upgrade.

Procedure

Step 1

SSH to the Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it in the VM console in VSphere.

Step 2

Step 3

Mount the ISO image.

Step 4

From the CLI, run the command utils system upgrade initiate.

Step 5

Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate command.

Step 6

Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.

Step 7

At the Automatically switch versions if the upgrade is successful prompt, type yes.

Step 8

After the upgrade is complete, disconnect the CD/DVD drive by unmounting the ISO.

Step 9

Verify that the upgrade was successful, as follows:

Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesse server>/desktop).

Note

After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.

Unified Intelligence Center: Sign in to Unified Intelligence Center (https://<hostname>:8444/cuic).
Unified Communications Manager: Verify on the sign-in screen in the console.

Upgrade VOS-Based Contact Center Applications from a Remote File System

Procedure

Step 1

SSH to your Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it in the VM console in VSphere.

Step 2

Step 3

From the CLI, run the command utils system upgrade initiate.

Step 4

Choose SFTP or FTP.

Step 5

Follow the instructions provided by the utils system upgrade initiate command.

Step 6

Provide the location and credentials for the remote site.

Step 7

Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.

Step 8

At the Automatically switch versions if the upgrade is successful prompt, type yes.

Step 9

Verify that the upgrade was successful, as follows:

Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesse server>/desktop).

Note

After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.

Unified Intelligence Center: Sign in to Unified Intelligence Center (https://<hostname>:8444/cuic).
Unified Communications Manager: Verify on the sign-in screen in the console.

Migration Procedures

Back Up Database

You must perform both a SQL backup of the Logger database and an ICMDBA backup of the configuration from the Logger database on the Data Server. Later in the migration process, the configuration backup will be imported into the Unified CCE Rogger. The SQL backup, which contains the historical data, will be imported into the Unified CCE AW-HDS-DDS.

Back up the databases on to a network share.

Procedure

Step 1

Use Microsoft SQL Server Backup and Restore utilities to back up and export the Logger and Outbound Option (if used) databases.

You can then use the backup to restore the historical data to the Unified CCE AW-HDS-DDS.

Step 2

On Side A, use ICMDBA to export the Logger database.

Note

When upgrading side B, ensure ICMDBA export is performed from the Side B Logger database.

Step 3

Note the HDS customizable values.

Step 4

Copy the backup files to a shared location.

Back Up Network Configuration

Back up your network configuration to use when setting persistent static routes on the Unified CCE Rogger.

Procedure

Make note of the local static route configuration on the Unified CCE Call Server.

When you install and configure the Unified CCE Rogger, configure the local static routes to match this configuration.

Note

This procedure assumes that the private network will be the same.

Configure Unified CCE Rogger

Add a UCCE Instance

Procedure

Step 1	Launch Web Setup in the VM you want installed or upgraded.
Step 2	Sign in as a domain user with local administrator permission.
Step 3	Click Instance Management and then click Add.
Step 4	In the Add Instance dialog box, choose the customer facility and instance.
Step 5	In the Instance Number field, enter 0.
Step 6	Click Save.

Configure the Logger Database and Log

Procedure

Step 1	Launch ICMdba.
Step 2	Navigate to Server > Instance.
Step 3	Right-click the instance name and choose Create.
Step 4	In the Select Component dialog box, choose the logger you are working on (Logger A or Logger B). Click OK.
Step 5	At the prompt "SQL Server is not configured properly. Do you want to configure it now?", click Yes.
Step 6	On the Configure page, in the SQL Server Configurations pane, check the defaults for Memory (MB) and Recovery Interval. Click OK.
Step 7	On the Stop Server page, click Yes to stop the services.
Step 8	In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
Step 9	Create the Logger database and log as follows: In the DB Type field, choose the side (A or B). In the Storage pane, click Add. Click Data. Choose the E drive. Enter 130000 MB in the Size field. Click OK to return to the Create Database dialog box. Click Add again. Choose the E drive. Enter 3072 MB in the Size field. Click OK to return to the Create Database dialog box.
Step 10	In the Create Database dialog box, click Create. Then click Start. When you see the successful creation message, click OK and then Close.

Import the Logger and Outbound Databases

Import the Logger and Outbound Option (if used) databases that you previously exported to a network share.

Note

Do not import the SQL backup of the Logger database into the Unified CCE Rogger. The SQL backup contains the historical data from the Data Server. Depending on the amount of data, it may be larger than the allocated disk size on the Rogger VM.

Procedure

Step 1	Launch ICMdba.
Step 2	Select the Unified CCE Rogger VM under Servers and expand the tree to <instance name>_sideA.
Step 3	Choose Data > Import.
Step 4	Browse to the location where you stored the backup of the Logger database and click Open.
Step 5	Click OK and then click Import.
Step 6	Click Start and then click OK on all messages that appear.
Step 7	Repeat the above steps for Side B.
Step 8	If you use Outbound Option and want to keep your Outbound Option customer database, restore the database with the Microsoft SQL Server Backup and Restore utilities. Repeat to set up Outbound Option database for Side B. For more information see the Outbound Option Guide for Unified Contact Center Enterprise guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html

Note

Size of the Outbound Option database should not exceed 10 GB.

During the Technology Refresh upgrade, run the EDMT tool for each of the Logger and HDS databases to migrate data to the new version.

For detailed information on running the EDMT tool to migrate the data, see Synchronizing or Updating Data from Logger or HDS Production Server to Staged 12.0(1) Server During Cut-over in the at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

For detailed information on running the EDMT tool to migrate the data, see Synchronizing or Updating Data from Logger or HDS Production Server to Staged 12.5(1) Server During Cut-over in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Add a Unified CCE Router Component

Procedure

Step 1

Launch Web Setup.

Step 2

Choose Component Management > Routers.

Step 3

Click Add.

Step 4

On the Deployment page:

Select the appropriate side (Side A or Side B).
Select Duplexed.
Click Next.

Step 5

On the Router Connectivity page:

Configure the Private Interfaces and Public (Visible) Interfaces. Use the same hostname for Side A Normal and High Priority and the same hostname for Side B Normal and High Priority.
Click Next.

Step 6

On the Enable Peripheral Gateways page:

In the Enable Peripheral Gateways field, enter 1-3.
Click Next.

Step 7

On the Router Options page:

Check the Enable Quality of Service (QoS) check box.
Check the Enable Application Gateway check box.
Click Next.

Note

This step applies to Side A only.

Step 8

On the Router Quality of Service page, accept the default values and click Next.

Step 9

On the Summary page, confirm the Router Summary is correct and then click Finish.

Add a Unified CCE Logger Component

You can (optionally) configure the Logger to enable Outbound Option and Outbound Option High Availability. Outbound Option High Availability facilitates two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Use the ICMDBA tool to create an outbound database on Side A and Side B; then set up the replication by using Web Setup.

Note

Before you configure the Logger for Outbound Option High Availability:

Create a Microsoft SQL Server user and assign that user the sysadmin privilege. You must use the same username and password on Logger Side A and Logger Side B. (You use this username and password in the following procedure to configure Outbound Option and enable Outbound Option High Availability.)
Assign the sysadmin privilege to the NT authority/System user.

Procedure

Step 1	Launch Web Setup.
Step 2	Choose Component Management > Loggers.
Step 3	Click Add. Choose the Instance.
Step 4	On the Deployment page: Select the appropriate side (Side A or Side B). Select Duplexed. Click Next.
Step 5	On the Central Controller Connectivity page: Enter the hostnames for Side A and Side B for the Router Private Interface and Logger Private Interface. Click Next.
Step 6	On the Additional Options page, click the Enable Outbound Option check box.
Step 7	Click the Enable High Availability check box to enable Outbound Option High Availability on the Logger.Checking this check box enables Outbound Option High Availability two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Two-way replication requires that you check this check box on the Additional Options page for both Logger Side A and Side B. If you disable two-way replication on one side, you must also disable it on the other side. You must enable Outbound Option in order to enable Outbound Option High Availability. Similarly, if you want to disable Outbound Option and you have enabled Outbound Option High Availability, you must disable High Availability (uncheck the Enable High Availability check box) before you can disable Outbound Option (uncheck the Enable Outbound Option check box).
Step 8	If you enable High Availability, enter a valid public server hostname address for Logger Side A and Logger Side B. Entering a server IP address instead of a server name is not allowed.
Step 9	If you enable High Availability, enter the SQL Server Admin Credentials (Username and Password), which are required to establish two-way replication. The username and password must be the same on Logger Side A and Logger Side B, and the user must have the SQL Server System Admin privilege. SQL replication requires that the correct SQL system admin username and password be in place when setting up Outbound Option High Availability. Changing the password for the SQL user used to set up SQL replication in Outbound Option High Availability causes replication to fail until you disable High Availability and re-enable it with the new username and password. Because of this requirement, be careful about how andwhen you change the password for this user.
Step 10	Click Next.
Step 11	Review the Summary page, and click Finish.

Update VMware Settings on the Unified CCE Data Server

Update the virtual machine settings on the Side A and Side B Unified CCE Data Servers to match the OVA for the Unified CCE AW-HDS-DDS.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Click Memory and update the Memory Size to 16 GB. Click Video Card and update the Total video memory to 8 MB.
Step 4	Click the Resources tab. Click CPU and update the Reservation field to 5000 MHz. Click Memory and update the Reservation to 16384 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.

Convert Unified CCE Data Server to Unified CCE AW-HDS-DDS

Before you begin

Make sure that you can restore from the network share to which you backed up the databases.

Stop the SQL Server service. Then, delete the SQL server data and log files to ensure that you have enough space to perform this procedure.

Procedure

Step 1

Rename the database.

Ensure that the SQL backup of the Side A Logger is copied to the AW-HDS-DDS network shared folder.
Restart the SQL Server service.

Open MS SQL Management Studio and run the following queries under the master database:

RESTORE FILELISTONLY from Disk='Path of the backup\<instancename>_sideA.bak'

Identify the logical filenames.

Restore database <instance name>_hds
from disk='Path of the backup\<instance name>_sideA.bak'
with
Move '<instancename>_sideA_data0' to 
'E:\MSSQL\DATA\<instancename>_hds_data0.mdf',
Move '<instancename>_sideA_log0' to 
'E:\MSSQL\DATA\<instancename>_hds_log0.ldf',Stats=5

Note

Use the drive letter that the database is installed on.

<instance name>_hds is the new database instance and <instance name>_sideA_data0 and log0 filenames are the results from the previous query.

In the SQL Management Studio window, select the <instance name>_hds database. Click Properties, and then select the Files pane. Change the logical filenames according to the HDS database:
- <instance name>_sideA-log0 to <instance name>_hds_log0
- <instance name>_sideA_data0 to <instancename>_hds_data0
Open a new query tab for the <instance name>_hds database and run the following query:
- Truncate table Logger_Type
- Truncate table Recovery
- Truncate table Logger_Admin

Step 2

Edit the Distributor.

Open Web Setup.
Select Component Management > Administration and Data server component.
Edit the Administration and Data server component to convert it to AW-HDS-DDS, as follows:
- Change the Server Role from AW to AW-HDS-DDS.
- Change the Central Controller Connectivity for the Router and Logger to use the hostnames for the side A and B Unified CCE Rogger VMs.

Step 3

Remove the Logger.

Open Web Setup.
Select Component Management > Logger component.
Select Logger and then click Delete.

Step 4

Remove the network adapter previously used for the private network.

In vSphere Client, right-click the virtual machine and choose Edit Settings.
Click the Hardware tab.
Remove the network adapter associated with the private network.

Update VMware Settings on the Unified CCE Call Server

Update the virtual machine settings on the Side A and Side B Unified CCE Call Servers to match the OVA for the Unified CCE PG.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Click the Hardware tab. Click CPUs. Update the Number of Virtual Sockets to 2 and the Cores per socket to 1. Click Memory and update the Memory Size to 6 GB. Click Video Card and update the Total video memory to 8 MB.
Step 4	Click the Resources tab. Click CPU and update the Reservation field to 4000 MHz. Click Memory and update the Reservation to 6144 MB.
Step 5	Click OK to save your changes.
Step 6	Power on the virtual machine.

Remove the Router from the Unified CCE Call Server

Procedure

Step 1	On the Unified CCE Call Server, open Web Setup.
Step 2	Select Component Management > Router component.
Step 3	Select Router and then click Delete.

Modify the PG

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	Select PG1.
Step 3	Click Edit.
Step 4	Click Next until you reach the Peripheral Gateway Network Interfaces dialog box.
Step 5	Update the Side A and Side B Router visible interfaces to point to the Unified CCE Rogger VMs.
Step 6	Click Finish.
Step 7	Repeat Step 2 through Step 6 for PG2.

Modify the Dialer

Perform this procedure if you use Outbound Option.

Update the Central Controller Connectivity

Procedure

Step 1	Launch Web Setup.
Step 2	Choose Component Management > Administration & Data Servers.
Step 3	Check the Administration & Data Server check box and then click Edit.
Step 4	Click Next until you reach the Central Controller Connectivity page.
Step 5	On the Central Controller Connectivity page: In the Router Side A and Logger Side A fields, enter the hostname of the Side A Rogger. In the Router Side B and Logger Side B fields, enter the hostname of the Side B Rogger. Click Next.
Step 6	Click Finish.

Install the Language Pack

If a customer requires a language other than the default (English), download the Packaged CCE Language Pack executable from the Unified Contact Center Download Software page.

Install Language Pack

Install the Language Pack on the Unified CCE Data Servers and on any External HDS servers after upgrading them.

After you install the Language Pack, the Unified CCE Administration Sign In page has a language drop-down menu that lists all available languages. Select a language to display the user interface and the online help in that language.

Uninstall Language Pack

You can uninstall the Language Pack from Windows Control Panel > Programs and Features > Uninstall or change a program.

Unified Communications Manager Upgrade Procedures

Upgrade Unified Communications Manager License

Before you begin

Generate the license using this procedure: Generate and Register License

Procedure

Step 1	Unzip the license file from the email message.
Step 2	Launch Unified Communications Manager in a browser (https://<`IP Address of CUCM Publisher`>).
Step 3	Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
Step 4	Under Other Fulfillment Options, select Fulfill Licenses from File.
Step 5	Click Browse and locate your license file.
Step 6	Click Install and close the popup window.
Step 7	Navigate to Product Instances. Delete any old instances. Then click Add.
Step 8	Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
Step 9	Select Product type of Unified CM.
Step 10	Click OK.
Step 11	Click Synchronize Now.

Install Cisco JTAPI Client on PG

After setting up the Cisco Unified Communications Manager (CUCM) PG, you must install the Cisco JTAPI client. PG uses Cisco JTAPI to communicate with CUCM. Install the Cisco JTAPI client from CUCM Administration.

Note

Continue with the steps provided in this section if you are installing the JTAPI client for CUCM version earlier than Release 12.5.

To install the JTAPI client for CUCM, Release 12.5 and above, see Install Cisco JTAPI Client on PG.

Before you begin

Before you install the JTAPI client, ensure that the previous version is uninstalled.

Procedure

Step 1	Open a browser window on the PG machine.
Step 2	Enter the URL for the Unified Communications Manager Administration utility: http://<Unified Communications Manager machine name>/ccmadmin.
Step 3	Enter the username and password that you created while installing and configuring the Unified Communications Manager.
Step 4	Choose Application > Plugins. Click Find.
Step 5	Click the link next to Download Cisco JTAPI for Windows.We recommend you to download the 64 bit version. However, if you have already downloaded the 32 bit version, you can proceed to step 7. Download the JTAPI plugin file.
Step 6	Choose Save and save the plugin file to a location of your choice.
Step 7	Open the installer.
Step 8	In the Security Warning box, click Yes to install.
Step 9	Choose Next or Continue through the remaining Setup screens. Accept the default installation path.
Step 10	When prompted for the TFTP Server IP address, enter the CUCM IP address.
Step 11	Click Finish.
Step 12	Reboot the machine.

Install Cisco JTAPI Client on PG

Complete the following procedure only if you are installing JTAPI client to connect to Cisco Unified Communications Manager, Release 12.5 and above.

Before you begin

Before you install the JTAPI client, ensure that the previous version is uninstalled.

Procedure

Step 1	Open a browser window on the PG machine.
Step 2	Enter the URL for the Unified Communications Manager Administration utility: http://<Unified Communications Manager machine name>/ccmadmin.
Step 3	Enter the username and password that you created while installing and configuring the Unified Communications Manager.
Step 4	Choose Application > Plugins. Click Find.
Step 5	Click the link next to Download Cisco JTAPI Client for Windows 64 bit or Download Cisco JTAPI Client for Windows 32 bit.
Step 6	Choose Save and save the plugin file to a location of your choice.
Step 7	Unzip the JTAPI plugin zip file to the default location or a location of your choice. There are two folders in the unzipped folder CiscoJTAPIx64 and CiscoJTAPIx32.
Step 8	Run the install64.bat file in the CiscoJTAPIx64 folder or run the install32.bat file in the CiscoJTAPIx32 folder. The default install path for JTAPI client is C:\Program Files\JTAPITools.
Step 9	To accept the default installation path, click Enter and proceed. Follow the instructions. Click Enter whenever necessary as per the instructions. Provide IP address of the TFTP server, when prompted for. For 4000 and 12000 deployments, IP address should be same as CUCM IP address provided in CUCM PIM. The JTAPI client installation completes at the default location. The following message is displayed: Installation Complete.
Step 10	Reboot the machine.

What to do next

Note

The default location, where the JTAPI client is installed, also contains the uninstall64.bat and uninstall32.bat file. Use this file to uninstall this version of the client, if necessary.

Upgrade JTAPI on the PG

If you upgrade Unified Communications Manager, you must also upgrade the JTAPI client that resides on the Side A and Side B PGs.

You must install the new JTAPI client using the Unified Communications Manager Administration application. For more information, see the Install Cisco JTAPI Client on Unified Communications Manager PG section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide available here https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Procedure

Step 1	Uninstall the old JTAPI client from each Call Server: Go to Control Panel > Programs and Features. Uninstall the Cisco Unified Communications Manager JTAPI Client , following all prompts.
Step 2	To launch the Unified Communications Manager Administration application, enter the following URL in a Web browser on each Unified CCE Call Server: https://<`IP address of Unified Communications Manager Publisher`>/ccmadmin.
Step 3	Enter the username and password that you created when you installed and configured Unified Communications Manager.
Step 4	Select Application > Plug-ins.
Step 5	Click Find to see the list of applications.
Step 6	Click the download link next to Cisco JTAPI 32-bit Client for Windows.
Step 7	Choose Run this program from its current location. Click OK.
Step 8	If a Security Warning box appears, click Yes to install.
Step 9	When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications Manager Publisher. Click Next.
Step 10	Choose Next or Continue through the remaining setup windows. Accept the default installation path.
Step 11	Click Finish.

Update VMware Settings for Cisco Unified Communications Manager

Update the virtual machine settings when you upgrade Unified CM from 11.5(1) to 12.0.

Procedure

Step 1	Shut down the virtual machine from the operating system (or right-click the VM and choose Power > Shut Down Guest).
Step 2	Select the virtual machine and choose Edit Settings.
Step 3	Change the Guest operation system version from “Red Hat Enterprise Linux 6 (64-bit)” to “CentOS 4/5/6/7 (64-bit)”.
Step 4	Click OK to save your changes.
Step 5	Power on the virtual machine.

Cut Over from Side B to Side A

Perform the following tasks during a maintenance window, in the order that they are listed.

Important

Step

Task

Configure the Cisco Voice Gateway dial-peer priority

Reverse the Cisco IOS Enterprise Ingress Voice Gateway dial-peer priority configuration so that calls are sent to the Side A Unified CVP server first and then to Side B.

Change the Unified CVP scripts as required so they do not point to DNs and labels on Unified CVP Server 2B.

Bring down Side B

On each of the following VMs, select Unified CCE Service Control on the desktop. Stop the Unified CCE services and change Startup to Manual:

Side B Unified CCE Call Server
Side B Unified CCE Data Server
External HDS with Side B as the Central Controller preferred side (if used)

Power off the Finesse Secondary node VM in the vSphere client.

Power off the Unified Intelligence Center Subscriber VM in the vSphere client.

Transfer the Unified CVP scripts and media files to the gateways that are not currently in use on Side A.

See Transfer Unified CVP Scripts and Media Files.

Shut down the following Unified CVP VMs from their Windows OS in the following order:

Unified CVP Server 1B
Unified CVP Server 2B
Unified CVP Reporting Server

Important

At this point, Courtesy Callback no longer works. Unified CVP Reporting does not work unless you have an external Unified CVP Reporting Server.

Power off the Unified Communications Manager Subscriber 2 VM in the vSphere client.

Bring up Side A

On each of the following VMs, select Unified CCE Service Control on the desktop. Start the Unified CCE services and change Startup to Automatic:

Side A Unified CCE Rogger
Side A Unified CCE AW-HDS-DDS (former Data Server)
Side A PG (former Call Server)
External HDS with Side A as the Central Controller (if used)

Verify that services are started.

10.

If you changed the Unified Communications Manager device pool settings as part of the preupgrade, restore the original settings.

11.

Direct agents to sign in to the Side A Finesse Primary node.

12.

Change Unified Intelligence Center historical and real-time data sources to point to the Side A Unified CCE AW-HDS-DDS.

See Configure Unified Intelligence Center Data Sources for External AW-HDS-DDSHDS for steps on how to configure Unified Intelligence Center data sources. Use the IP address of the Unified CCE AW-HDS-DDS.

Upgrade Side B

Migrate and Upgrade Side B

Important

For best results, place the upgrade media ISOs on local data stores. Make sure to remove them when the upgrade is complete.

Step

Task

Start the Side B Unified CVP components

Start Unified CVP Server 1B and then start the Unified CVP Reporting Server.

Note

You do not need to start Unified CVP Server 2B as it is removed during the migration.

Upgrade the Side B Unified CVP Servers

Update the settings on the Unified CVP Server 1B VM.

See Update VMware Settings for the Unified CVP Server.

Upgrade Unified CVP Server 1B.

See Upgrade the Unified CVP Server.

Remove the Unified CVP Server 2B VM.

Note

Delete the Call Server, Media Server, and VXML Server from the Unified CVP OAMP Server before removing the Unified CVP Server 2B VM.

Update the Cisco IOS Enterprise Ingress Voice Gateway dial-peer configuration to remove Unified CVP Server 2B.

Obtain and transfer the license now if you don't have an on-box Unified CVP Reporting Server.

If you have an on-box Unified CVP Reporting Server, you can transfer the upgrade license to all Unified CVP components after you upgrade the Unified CVP Reporting Server.

See Obtain and Transfer the Upgrade License for Unified CVP.

Note

Upgrade the on-box Unified CVP Reporting Server (if used)

Complete the Unified CVP Reporting Server preupgrade tasks.

See Unified CVP Reporting Server Preupgrade Tasks.

Unload the data from the Unified CVP Reporting Server.

See Unload Data From Reporting Database.

Uninstall the Unified CVP Reporting Server.

See Uninstall the Unified CVP Component from the Reporting Server VM.

10.

Update the settings on the Unified CVP Reporting Server VM.

See Update VMware Settings for the Unified CVP Reporting Server.

11.

Install the Unified CVP Reporting Server.

See Install Cisco Unified CVP Reporting Server.

Load data on the Unified CVP Reporting Server.

See Load Data to Reporting Server Database.

13.

Save and deploy the Unified CVP Reporting Server in the Operations Console.

See Save and Deploy the Unified CVP Reporting Server.

14.

Transfer the upgrade license.

See Obtain and Transfer the Upgrade License for Unified CVP.

Upgrade Side B Cisco Voice Gateway IOS Version if needed

15.

Upgrade the Side B Cisco Voice Gateway IOS version to the minimum required by the upgraded Packaged CCE release (or later).

See Upgrade Cisco Voice Gateway IOS Version.

Upgrade the Side B Finesse and Unified Intelligence Center VMs

16.

Power on the Finesse Secondary node VM in the vSphere client.

17.

Upgrade the VMware version on the Finesse Secondary VM.

See Upgrade the Virtual Machine Hardware Version.

18.

Update the settings on the Finesse Secondary VM.

See Update VMware Settings for Cisco Finesse.

19.

Upgrade the Finesse Secondary node.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

20.

Power on the Unified Intelligence Center Subscriber VM in the vSphere client.

21.

Upgrade the VMware version on the Unified Intelligence Center Subscriber VM.

See Upgrade the Virtual Machine Hardware Version.

22.

Update the settings on the Unified Intelligence Center Subscriber VM.

See Update VMware Settings for Cisco Unified Intelligence Center.

23.

Upgrade the Unified Intelligence Center Subscriber.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

Note

Your configuration information migrates automatically to the upgraded version in the active partition.

Prepare for Side B Migration to Packaged CCE 2000 Agent Rogger Deployment

24.

Back up and export the Side B SQL database.

See Back Up Database.

Install the Side B Unified CCE Rogger

25.

Create a VM for the Side B Unified CCE Rogger.

Using Packaged-CCE-UCCE.ova, Create a Virtual Machine from the OVA.

Select CCE Rogger from the drop-down list.

26.

Install Microsoft Windows Server on the Side B Unified CCE Rogger VM.

See Install Microsoft Windows Server.

27.

Install VMware tools on the Side B Unified CCE Rogger VM.

See Install VMware Tools.

28.

Configure the network adaptors for the Side B Unified CCE Rogger.

See Configure Network Adapters for Unified CCE Rogger and Unified CCE PG .

29.

Install antivirus software on the Side B Unified CCE Rogger.

See Install Antivirus Software.

30.

Configure the database drive for the Side B Unified CCE Rogger.

See Configure Database Drive.

31.

Set persistent static routes.

See Set Persistent Static Routes.

32.

Run Windows updates.

See Run Windows Updates.

33.

Add the Unified CCE Rogger to the domain.

34.

Install Microsoft SQL Server.

35.

Install Cisco Unified Contact Center Enterprise.

See Install Cisco Unified Contact Center Enterprise.

Configure the Side B Unified CCE Rogger

36.

Add a UCCE Instance in Web Setup.

See Add a UCCE Instance.

37.

Configure SQL Server for the Logger database.

See Configure SQL Server for CCE Components.

38.

Configure the Logger database and log.

See Configure the Logger Database and Log.

39.

Import the Side B SQL database that you previously backed up in step 24.

Note

Do not import the Outbound database to Side B.

40.

Add a Unified CCE Router component in Web Setup.

See Add a Unified CCE Router Component.

41.

Add a Unified CCE Logger component in Web Setup.

See Add a Unified CCE Logger Component.

Convert the Side B Unified CCE Data Server and Unified CCE Call Server

42.

Upgrade the VMware version on the Side B Data Server VM.

See Upgrade the Virtual Machine Hardware Version.

43.

Update the settings on the Side B Data Server VM.

See Update VMware Settings on the Unified CCE Data Server.

44.

Convert the Side B Unified CCE Data Server to a Unified CCE AW-HDS-DDS.

See Convert Unified CCE Data Server to Unified CCE AW-HDS-DDS.

45.

Update the real-time and historical datasources for Unified Intelligence Center to point to the Unified CCE AW-HDS-DDS.

You must update the historical data source database name to <instancename>_awdb.

46.

Upgrade the VMware version on the Side B Call Server VM.

See Upgrade the Virtual Machine Hardware Version.

47.

Update the settings on the Side B Call Server VM.

See Update VMware Settings on the Unified CCE Call Server.

48.

Remove the Router from the Side B Unified CCE Call Server.

See Remove the Router from the Unified CCE Call Server.

Note

If CTI OS Server is present, remove it as well. CTI OS is no longer supported.

The Call Server is now a PG.

49.

Run the Unified CCE 11.6(1) installer on the Side B Unified CCE Rogger to upgrade to Release 11.6(1).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

50.

Disable configuration changes on the Side B Unified CCE Rogger. Change the following registry key to 1:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\RouterB\Router\CurrentVersion\Configuration\Global\DBMaintenance

51.

Run the Unified CCE 11.6(1) installer on the Side B Unified CCE AW-HDS-DDS (former Data Server) to upgrade to Release 11.6(1).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

52.

Run the Unified CCE 11.6(1) installer on the Side B PG (former Call Server) to upgrade to Release 11.6(1).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

53.

Modify the Side B PG to point to the Unified CCE Rogger.

See Modify the PG.

54.

Modify the dialer to point to the Unified CCE Rogger (if using Outbound Option).

See Modify the Dialer.

Optional: Upgrade the External HDS associated with Side B (if used)

55.

Upgrade the VMware version on the External HDS associated with Side B.

See Upgrade the Virtual Machine Hardware Version.

56.

Run the Unified CCE 11.6(1) installer on the External HDS associated with Side B to upgrade to Release 11.6(1).

See Install Cisco Unified Contact Center Enterprise Release 11.6(1).

57.

Update the Central Controller connectivity to point to the Unified CCE Rogger.

See Update the Central Controller Connectivity.

Optional: Install language pack

58.

Install the language pack on the Side B Unified CCE Rogger, AW-HDS-DDS, PG (formerly Call Server), and External HDS (if used).

See Install the Language Pack.

Upgrade Side B Unified Communications Manager Subscriber 2

59.

Power on the Unified Communications Manager Subscriber 2 VM in the vSphere client.

60.

Upgrade the Side B Unified Communications Manager Subscriber 2.

See either:

Upgrade VOS-Based Contact Center Applications from DVD/CD.
Upgrade VOS-Based Contact Center Applications from a Remote File System.

61.

Upgrade JTAPI on the Side B PG (formerly Call Server).

See Upgrade JTAPI on the PG.

Important

If you are installing CUCM 12.5, install Cisco JTAPI Client on CUCM. See Install Cisco JTAPI Client on PG.

Optional: Change hostnames of the Unified CCE components

62.

Optional: Change the hostnames of the Unified CCE components (AW-HDS-DDS and PG).

Note

You can perform this task when you reboot each component as part of the upgrade. If you do change the hostnames, you must also change them in the following places:

Finesse
PG Setup
Unified Intelligence Center - Historical and real-time
Private network DNS entries
Live Data—If you change the hostname of the AW-HDS-DDS (former Data Server), Live Data no longer connects to the AW-HDS-DDS after the Data Server hostname is removed from DNS. To fix this, do the following:
1. Run the following CLI command on the CUIC-LD-IdS Publisher:
  
  unset live-data aw-access secondary
2. Restart Cisco Tomcat on the Side B AW-HDS-DDS.

Sync Side A to Side B

Perform these tasks during the third maintenance window to sync Side A and Side B.


Step	Task
1	Set the following registry key to 0 on either the Side B Unified CCE Rogger: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router B\Router\CurrentVersion\Configuration\Global\DBMaintenance
2	On each of the following VMs, select Unified CCE Service Control on the desktop. Start the Unified CCE services and change Startup to Automatic, in this order: Side B Unified CCE Rogger Side B Unified CCE AW-HDS-DDS Side B PG External HDS with Side B as the Central Controller preferred side (if used) Verify that the services are started.

Migrate Call Server to Unified CCE PG

Perform these tasks in a maintenance window. Perform these tasks on the Side A PG (former Call Server) and then on the Side B PG and in the order they are listed.

Important

Note

You can continue the maintenance window that you used to sync Side A and Side B or you perform them in a later maintenance window.


Step	Task
For the Side A PG (formerly Call Server):
1.	Add a new CUCM PG. See Add a New CUCM PG.
2.	Remove the Dialed Number configuration. See Remove Dialed Number Configuration.
3.	Remove the Agent Targeting Rule configuration. See Remove Agent Targeting Rule Configuration.
4.	Remove the Network Trunk configuration. See Remove Network Trunk Configuration.
5.	Remove the Label configuration. See Remove Label Configuration.
6.	Remove the Unified CVP PIMs from PG Explorer. See Remove Unified CVP PIMs.
7.	Install CUCM PG3. See Install the CUCM PG.
8.	Install CG3. See Install CG3.
9.	Modify PG1 to VRU PG. See Modify PG1 to VRU PG.
10.	Uninstall CG1. See Uninstall CG1.
11.	In Finesse Administration, configure the CTI port information in CTI Server Settings for Side A. Restart the Cisco Tomcat service and the Cisco Finesse Tomcat service.
For the Side B PG (formerly Call Server):
12.	Repeat Step 7 through Step 10 for the Side B PG.
13.	In Finesse Administration, configure the CTI port information in CTI Server Settings for Side B. Restart the Cisco Tomcat service and the Cisco Finesse Tomcat Service.
Redo Dialed Number, Agent Targeting Rule, and Network Trunk Group configuration as required

Add a New CUCM PG

Procedure

Step 1

In the Configuration Manager window, expand Tools > Explorer Tools.

Step 2

Open PG Explorer.

Step 3

Click Add PG and then enter the following values in the Logical Controller pane:

In the Name field, enter CUCM_PG.
For Client type, choose CUCM.
Enter Primary CTI Address and Secondary CTI Address as mentioned in the generic PG.

Step 4

Delete the peripheral that was automatically created in the previous step.

Step 5

Click Save.

Step 6

Drag the CUCM peripheral from the Generic PG to the CUCM PG.

A message appears asking if you are sure you want to move the peripheral to a different PG. Click Yes to confirm.

Step 7

Rename the Generic PG to VRU PG and change the Client type to VRU.

Step 8

Click Save.

Note

Make sure to record the Logical Controller ID of the new CUCM PG. You need to enter it when you install the PG.

Remove Dialed Number Configuration

Before you begin

Dialed numbers that are mentioned in any scripts must be removed from the scripts before you perform this procedure. Make sure that they are removed from all versions (not just the active scripts).

Procedure

Step 1	On the Unified CCE Admin Workstation server, select Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	In Configuration Manager, expand Tools > List Tools.
Step 3	Open Dialed Number / Script Selector List.
Step 4	Select Routing Client as the existing VRU for Unified CVP 2A / Unified CVP 2B and then click Retrieve.
Step 5	Select each dialed number associated to the routing client and then click Delete.
Step 6	Click Save.

Remove Agent Targeting Rule Configuration

Procedure

Step 1	On the Unified CCE Admin Workstation server, select Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	Expand List Tools.
Step 3	Select Agent Targeting Rule.
Step 4	Remove the Routing Client for Unified CVP 2A and Unified CVP 2B.
Step 5	Click Save.

Remove Network Trunk Configuration

Procedure

Step 1	On the Unified CCE Admin Workstation server, select Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	Expand Explorer Tools.
Step 3	Select Network Trunk Group Explorer.
Step 4	From the PG list, select VRU_PG and then click Retrieve.
Step 5	Expand GENERIC and click any trunk group that appears beneath it.
Step 6	Click Multiple.
Step 7	In the Delete Multiple dialog box, select all of the CVP 2A and CVP 2B trunk groups and then click Delete.
Step 8	Click OK.
Step 9	Click Save.

Remove Label Configuration

Procedure

Step 1	On the Unified CCE Admin Workstation server, select Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	Expand List Tools.
Step 3	Select Label List.
Step 4	Remove the labels associated with Unified CVP 2A and Unified CVP 2B.

Remove Unified CVP PIMs

Procedure

Step 1	On the Unified CCE Admin Workstation server, select Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	Expand Tools > Explorer Tools.
Step 3	Open PG Explorer.
Step 4	Select VRU PG.
Step 5	Delete the PIMs for Unified CVP 2A and Unified CVP 2B.
Step 6	Click Save.

Install the CUCM PG

Procedure

Step 1
Step 2	On the PG (former Call Server), choose Start > All Programs > Unified CCE Tools > Peripheral Gateway Setup.
Step 3	In the Instance Component section, click Add.
Step 4	Click Peripheral Gateway.
Step 5	In the Peripheral Gateways Properties dialog, do the following: Check the Production Mode check box. Check the Auto start at system start up check box. Check the Duplexed Peripheral Gateway check box. From the PG Node Properties ID drop-down list, select PG3. Select the appropriate side (Side A or Side B). In the Client Type Selection section, add CUCM to the Selected Types. Click Next.
Step 6	In the Peripheral Gateway Managers section of the Peripheral Gateway Component Properties dialog box, click Add.
Step 7	Select CUCM and PIM1 and click OK.
Step 8	Check the Enabled check box.
Step 9	In the Peripheral Name field, enter CM.
Step 10	In the Peripheral ID field, enter the Peripheral ID that the system generated in Step 8 after the CUCM PG was added.
Step 11	In the Agent Extension Length field, enter the extension length for this deployment.
Step 12	In the CUCM Parameters section, do the following: In the Service field, enter the hostname of the Unified Communications Manager Subscriber. In the User ID field, enter pguser. In the User Password field, enter the password of the user that will be created on Unified Communications Manager. In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
Step 13	Click OK.
Step 14	In the Logical controller ID field, enter the Logical controller ID of the CUCM PG that you created previously in PG Explorer.
Step 15	In the CTI Call Wrapup Data delay field, enter 0. Click Next.
Step 16	In the Device Management Protocols Properties dialog box, do the following: For Side A PG: Select Side A preferred. For Side A properties, select CallRouter is local. For Side B properties, select CallRouter is remote (WAN). For Side B PG: Select Side B preferred. For Side A properties, select CallRouter is remote (WAN). For Side B properties, select CallRouter is local. For both sides: Accept the default in the Usable Bandwidth (kbps) field. Accept the default in the Heartbeat Interval (100ms) field. Click Next.
Step 17	In the Peripheral Gateway Network Interfaces dialog box, complete the interface fields: Enter the Private and Visible network interface hostnames. For the PG, use the same hostnames for private and private high. For the Router, enter the hostname of the Unified CCE Rogger Side A for the Router visible A and Router visible A high interfaces. Enter the hostname of the Unified CCE Rogger Side B for the Router visible B and Router visible B high interfaces. For the Side A PG, in the Private Interfaces section, click QoS. Check Enable QoS and click OK. For both the Side A and Side B PGs, in the Visible Interfaces section, click QoS. Check Enable QoS and click OK. Click Next.
Step 18	In the Check Setup Information dialog box, click Next.
Step 19	In the Setup Complete dialog box, click Finish.

Install CG3

Procedure

Step 1	Launch Peripheral Gateway Setup.
Step 2	In the Instance Components section, click Add.
Step 3	In the Component Selection dialog box, click CTI Server. Check Production mode. Check Auto start at system startup. Check Duplexed CTI Server. From the CG node properties pane ID list, choose CG3. Enter 3 in the CG node properties ICM system ID field. Click the appropriate side. Click Next.
Step 4	In the CTI Server Component Properties dialog box, do the following: For Side A, enter 42027 in the Client Connection Port Number field. For Side B, enter 43027 in the Client Connection Port Number field.
Step 5	Click Next.
Step 6	In the CTI Server Network Interface Properties dialog box, fill in all interface fields and then click Next.
Step 7	Check your setup information and then click Next.
Step 8	Click Finish.

Modify PG1 to VRU PG

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	Select PG1.
Step 3	Click Edit.
Step 4	In the Client Type Selection section, remove CUCM.
Step 5	Click Next.
Step 6	In the Peripheral Gateway Component Properties dialog box, remove the CUCM PIMs that were used for connecting to CUCM and click Next.
Step 7	In the Device Management Protocol Properties dialog box, click Next.
Step 8	In the Peripheral Gateway Network Interfaces dialog box, enter the hostname or IP address of the Unified CCE Rogger Side A for the Router visible A and Router visible A high interfaces. Enter the hostname or IP address of the Unified CCE Rogger Side B for the Router visible B and Router visible B high interfaces.
Step 9	Click Next.
Step 10	In the Check Setup Information dialog box, click Next.
Step 11	Check the Yes, start the Unified ICM/CC Node Manager check box and click Finish.

Uninstall CG1

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	Select CG1.
Step 3	Click Delete.
Step 4	Click OK.

Switch into Packaged CCE Deployment


Step	Task
1.	In Unified CCE Administration > Deployment, switch into the Packaged CCE: 2000 Agents deployment type.
2.	Validate the Packaged CCE deployment in Unified CCE Administration. See Validate Packaged CCE Deployment and Build System Inventory.
3.	Direct agents to sign in to the correct Finesse node.

Validate Packaged CCE Deployment and Build System Inventory

Validate the PCCE deployment using the Unified CCE Administration Deployment tool.

As you complete the procedure, you are prompted only for missing information; you may not need to perform each step.

Postupgrade Tasks

You can perform these postupgrade tasks in any order.


Component	Task
Finesse	Complete postupgrade tasks for the Finesse desktop layout. See Finesse Desktop Layout Postupgrade Tasks. Finesse server need a restart after the upgrade of peripheral gateways (PG).
Unified CVP	Upgrade Call Studio. Upgrade Unified Call Studio
Unified CVP	Optional: Synchronize the metadata files for the Unified CVP REST API using the sync-up tool. See Initiate Metadata Synchronization for Unified CVP Rest API.
All	Optional: Upgrade ESXi. See Upgrade VMware vSphere ESXi.

Finesse Desktop Layout Postupgrade Tasks

If you do not use a custom desktop layout, do the following after upgrading Cisco Finesse:

Click Restore Default Layout on the Manage Desktop Layout gadget to add all updates from the new default desktop layout.
Disable the Agent Queue Statistics gadget from the default desktop layout for the Agent role. This gadget is not supported for the Agent role in Packaged CCE deployments.
Optional: Enable Live Data Report gadgets for the Agent role.

If you use a custom desktop layout, do the following after upgrading Finesse:

Add optional Live Data Report gadgets for the Agent role after upgrading Cisco Finesse.
If you want to restore a previous layout for the desktop, sign in to the Administration Console on the primary Finesse node. Copy and paste your saved layout XML into the Manage Desktop Layout gadget.

Upgrade Unified Call Studio

Before you begin

Obtain a new license for Unified Call Studio because licenses for earlier versions are invalid with the latest version.

Note

Upgrade of Call Studio is supported through the migration process.

Procedure

Step 1

Open Call Studio, right-click any existing project in the Navigator view, choose Export.

The Export wizard opens.

Step 2

Navigate to General > File System, and click Next.

Note

From the list displayed by the Export wizard, select multiple projects to export them simultaneously.

Step 3

Browse to the directory where the projects will be exported and click OK and then click Finish.

Step 4

Uninstall the Call Studio software.

For more information, see the Uninstall the Unified CVP Component.

Step 5

Install the Call Studio software.

For more information, see the Install Unified Call Studio section.

Install Unified Call Studio

Procedure

Step 1

Mount the Unified CVP software (including CVP Studio) installer ISO image, and run setup.exe.

Step 2

On the Welcome screen, click Next.

Note

If you click Cancel here or on the dialog screens that follow before the Ready to Install the Program screen, the installation is canceled. The Exit Setup dialog box appears.

Step 3

Review Copyrights to Products used by Call Studio and click Next.

Step 4

Review and accept the license agreement, and click Next.

Step 5

On the Choose Destination Location screen, select the folder where setup will install files. By default, it is C:\Cisco\CallStudio.

Step 6

On the InstallShield Wizard Complete screen, click Install.

Step 7

Click Finish to exit the wizard.

The Call Studio software is installed on your computer.

Initiate Metadata Synchronization for Unified CVP Rest API

In the CVP REST API architecture, information of media files on Media Server and VXML applications on a VXML server is saved on a WSM Server as metadata in Derby database. This metadata information is created, updated, and deleted by the REST API calls. There may be situations where the metadata may go out of sync with files on VXML Servers and Media Servers. Examples are addition and deletion of CVP Servers, deployment of apps and media files by a tool other than the REST API, and CVP Media Server or the VXML server upgraded from a version where the REST API was not supported.

A command line tool “metasynch.cmd” is available at C:\Cisco\CVP\wsm\CLI to enable synchronization of metadata with the files on VXML Servers and Media Servers. The tool internally uses the Synch up API to perform the synchronization. It takes three arguments- WSM user name, WSM user password, and server type (MEDIA, VXML or VXML_ STANDALONE). Based on the server type information, all servers of the respective server type are synchronized. If the server type argument is not provided, metadata is synchronized with all media servers and VXML servers configured in OAMP.

In case of an upgrade, the media files and VXML applications are present in the Media Servers and VXML Servers but corresponding metadata information is not present in the WSM Server. The absence of metadata information limits a user from using the REST API to access, update, and delete existing media files and VXML applications on the Media Server and the VXML Server.

Synchronize Metadata Files Using Sync-Up Tool

To invoke metasynch.cmd, complete the following steps.

Procedure

Step 1

On the Unified CVP OAMP Server, navigate to the C:\Cisco\CVP\wsm\CLI location.

Step 2

Run the metasynch.cmd file with following arguments:

wsm username
wsm password

Example:

metasynch.cmd wsmusername wsmpassword MEDIA

Usage : metasynch [options] username password [servertype]

servertype : MEDIA/VXML

options : -help -? print this help message

Note

The server type argument should be MEDIA, VXML type. If the server type argument is not provided, the metadata is synched with all the VXML applications on VXML servers and all media files on Media servers. Logs for synch command tool can be found at the following location:

C:\Cisco\CVP\wsm\CLI\log\SyncTool.log

Upgrade VMware vSphere ESXi

If you use VMware vCenter Server in your deployment, upgrade VMware vCenter Server before upgrading VMware vSphere ESXi.

Upgrade VMWare vSphere ESXi on Side A and Side B servers to the latest version supported with this release of Packaged CCE. Packaged CCE uses standard upgrade procedures, which you can find using VMware documentation (https://www.vmware.com/support/pubs/).

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release 11.6(1)

Bias-Free Language

Results

Chapter: Packaged CCE 11.0(x) to 11.6 Upgrade

Packaged CCE 11.0(x) to 11.6 Upgrade

Common Ground Upgrade Process

Prerequisites and Important Considerations

Preupgrade Tasks

Unified CVP Preupgrade Tasks

Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks

Procedure

Unified Communications Manager Preupgrade Tasks

Procedure

Prepare Side A for Upgrade

Upgrade Side A

Migrate and Upgrade Side A

Cisco Unified Customer Voice Portal Upgrade Procedures

Update VMware Settings for the Unified CVP Server

Procedure

Upgrade the Unified CVP Server

Procedure

What to do next

Update VMware Settings for the Unified CVP OAMP Server

Procedure

Upgrade the Unified CVP Operations Console

Procedure

Obtain and Transfer the Upgrade License for Unified CVP

Before you begin

Procedure

Cisco Enterprise Voice Gateway Upgrade Procedures

Upgrade Cisco Voice Gateway IOS Version

Procedure

Unified CVP Reporting Server Upgrade Procedures

Unified CVP Reporting Server Preupgrade Tasks

Procedure

Unload Data From Reporting Database

Procedure

Uninstall the Unified CVP Component from the Reporting Server VM

Before you begin

Procedure

Update VMware Settings for the Unified CVP Reporting Server

Procedure

Load Data to Reporting Server Database

Procedure

Save and Deploy the Unified CVP Reporting Server

Procedure

Common Software Upgrade Procedures

Upgrade the Virtual Machine Hardware Version

Procedure

Update VMware Settings for Cisco Finesse

Procedure

Update VMware Settings for Cisco Unified Intelligence Center

Procedure

Upgrade VOS-Based Contact Center Applications from DVD/CD

Procedure

Upgrade VOS-Based Contact Center Applications from a Remote File System

Procedure

Migration Procedures

Back Up Database

Procedure

Back Up Network Configuration

Procedure

Configure Unified CCE Rogger

Add a UCCE Instance

Procedure

Configure the Logger Database and Log

Procedure

Import the Logger and Outbound Databases

Procedure

Add a Unified CCE Router Component

Procedure

Add a Unified CCE Logger Component

Procedure

Update VMware Settings on the Unified CCE Data Server

Procedure

Convert Unified CCE Data Server to Unified CCE AW-HDS-DDS

Before you begin

Procedure

Update VMware Settings on the Unified CCE Call Server

Procedure