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

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Book Title

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

Chapter Title

Migrate Call Server to Unified CCE PG

Results

Updated:
July 2, 2018

Chapter: Migrate Call Server to Unified CCE PG

Migrate Call Server to Unified CCE PG

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

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

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 PIM 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

On the PG (former Call Server), choose Start > All Programs > Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Component section, click Add.

Step 3

Click Peripheral Gateway.

Step 4

In the Peripheral Gateways Properties dialog, do the following:

  1. Check the Production Mode check box.

  2. Check the Auto start at system start up check box.

  3. Check the Duplexed Peripheral Gateway check box.

  4. From the PG Node Properties ID drop-down list, select PG3.

  5. Select the appropriate side (Side A or Side B).

  6. In the Client Type Selection section, add CUCM to the Selected Types.

  7. Click Next.

Step 5

In the Peripheral Gateway Managers section of the Peripheral Gateway Component Properties dialog box, click Add.

Step 6

Select CUCM and PIM1 and click OK.

Step 7

Check the Enabled check box.

Step 8

In the Peripheral Name field, enter CM.

Step 9

In the Peripheral ID field, enter 5000.

Step 10

In the Agent Extension Length field, enter the extension length for this deployment.

Step 11

In the CUCM Parameters section, do the following:

  1. In the Service field, enter the hostname of the Unified Communications Manager Subscriber.

  2. In the User ID field, enter pguser.

  3. In the User Password field, enter the password of the user that will be created on Unified Communications Manager.

  4. In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.

Step 12

Click OK.

Step 13

In the Logical controller ID field, enter the Logical controller ID of the CUCM PG that you created previously in PG Explorer.

Step 14

In the CTI Call Wrapup Data delay field, enter 0. Click Next.

Step 15

In the Device Management Protocols Properties dialog box, do the following:

  1. 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).

  2. 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.

  3. For both sides:

    • Accept the default in the Usable Bandwidth (kbps) field.

    • Accept the default in the Heartbeat Interval (100ms) field.

  4. Click Next.

Step 16

In the Peripheral Gateway Network Interfaces dialog box, complete the interface fields:

  1. 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.

  2. For the Side A PG, in the Private Interfaces section, click QoS. Check Enable QoS and click OK.

  3. For both the Side A and Side B PGs, in the Visible Interfaces section, click QoS. Check Enable QoS and click OK.

  4. Click Next.

Step 17

In the Check Setup Information dialog box, click Next.

Step 18

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.

  1. Check Production mode.

  2. Check Auto start at system startup.

  3. Check Duplexed CTI Server.

  4. From the CG node properties pane ID list, choose CG3.

  5. Enter 3 in the CG node properties ICM system ID field.

  6. Click the appropriate side.

  7. Click Next.

Step 4

In the CTI Server Component Properties dialog box, do the following:

  1. For Side A, enter 42027 in the Client Connection Port Number field.

  2. 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 VRU PIMs that were used for CVP 2A and CVP 2B 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.

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