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

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

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

Chapter Title

Postupgrade Tasks

Results

Updated:
April 2, 2019

Chapter: Postupgrade Tasks

Postupgrade Tasks

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

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:

  1. Click Restore Default Layout on the Manage Desktop Layout gadget to add all updates from the new default desktop layout.

  2. 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.

  3. Optional: Enable Live Data Report gadgets for the Agent role.

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

  1. Add optional Live Data Report gadgets for the Agent role after upgrading Cisco Finesse.

  2. 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 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 and accept the license agreement, and click Next.

Step 4

From the Ready to Install the Program screen, review the component that you have selected, and click Install.

Step 5

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

Step 6

On the InstallShield Wizard Complete screen, click Finish.

Step 7

Choose to restart the computer right after installation or to restart it later, and click Finish.

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/).

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