Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1)

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Book Title

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1)

Chapter Title

Upgrade Process

Results

Updated:
January 11, 2019

Chapter: Upgrade Process

Upgrade Process

The upgrade process for Packaged CCE 2000 Agents deployment is designed for minimal Contact Center downtime.

Packaged CCE 2000 Agents Deployment

Common Ground Upgrade Process


Important

The upgrade requires four maintenance windows:

  • First maintenance window to shut down services on Side A and upgrade Side 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.

  • Third maintenance window after you upgrade Side B to synchronize Side A to Side B.

  • Fourth maintenance window to upgrade Cisco Unified Communications Manager (CUCM).

Common Preupgrade Tasks

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


Note

  • Upgrade of main site and remote site (if available) must be performed simultaneously. For example, if you are upgrading Side A in main site, also upgrade Side A in remote site in the same maintenance window.

Step

Task

1.

Perform backup of the CVP Operations Console (OAMP) configuration.

2

Make a note of the CVP Operations Console configurations that are listed in the Upgrade Mapping section.

Note

 

Postupgrade, the configuration that you made a note of are required to reconfigure Dialed Number, SIP Server Groups, and Location from the Unified CCE Administration .

3

Make a note of all the triggers used by your Cisco VVBs from the Cisco VVB Administration.

Note

 

Postupgrade, the triggers that you made a note of are required to reconfigure from the Unified CCE Administration.

4

If your Cisco VVB applications use custom triggers, delete the custom triggers associated with errors, ringtones, and comprehensive application from the Cisco VVB Administration.

5

Make a note of all the reasons (Not Ready, Sign Out and Wrap-Up) that are configured across all the Cisco Finesse servers. (To launch the Cisco Finesse Administration console, enter https://<FQDN of Finesse Primarynode>/cfadmin in the browser).

Note

 

Postupgrade, the reasons you made a note of are required to reconfigure reasons in Unified CCE Administration.

6

During upgrades, when the system first migrates your existing ECC variables to the Default payload, it does not check the CTI message size limit. The member names might exceed the extra 500 bytes that is allocated for ECC payloads to a CTI client. Manually check the CTI Message Size counter in the Expanded Call Variable Payload List tool to ensure that the Default payload does not exceed the limit. If the Default payload exceeds the limit, modify it to meet the limit.

7

Perform user synchronization of CUIC with AW from the CUIC Administration console.

8

Take a snapshot of each virtual machine you are upgrading from the VMware vSphere Client.

Preupgrade of Side A

Task

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

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

Using Unified CCE Service Control, stop all Unified CCE services on the Unified CCE servers that you are upgrading, and set the startup type to Manual.

  1. Side A Unified CCE Rogger

  2. Side A Unified CCE AW-HDS-DDS

  3. Side A PG

  4. External HDS with Side A as the Central Controller preferred side (if used)

Verify that the services are stopped.

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.

Place upgrade media ISOs on local data stores. Make sure to remove them when the upgrade is complete.

Upgrade of the main site and remote site(if available) must be performed simultaneously.

Step

Task

1

If any of your Dialed Number Patterns have a static route to Cisco VVB and Gateways, move all those Cisco VVBs and Gateways to a new SIP Server Groups, add the new SIP Server Groups to the corresponding Dialed Number Patterns, and then deploy from CVP Operations Console.

2

In each site, remove one Cisco VVB from its SIP Server Group and deploy from CVP Operations Console.

Note

 
After Side A is upgraded, add the Cisco VVB you removed to the PCCE inventory first. Set the default Cisco VVB configuration for the site by comparing it with the other Cisco VVBs that are currently active in the VVB admin.

3

Note

 

The Steps from 3 to 8 are performed without deploying from CVP Operations Console.

Delete all the Cisco VVBs and Gateways from the CVP Operations Console (Before deleting a device, you may also need to remove references of the devices from other configurations such as Dialed Number Pattern and Location).

4

In Unified CCE Administration, do one of the following to ensure that all the VVB and Gateway entries are deleted:

  • Navigate to System > Deployment, and click Validate.

  • Wait 10 minutes for the automatic inventory scanner job to complete removing the VVB and Gateway entries.

5

Delete the CVP Operations Console VM from Side A host.

7

Upgrade Unified CVP Server.

For more details, 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.

After upgrading the CVP Reporting, add the CVP machine to the domain. For more information, see Add Machine to Domain.

8

Upgrade all the Cisco Voice Gateways one after another.

See Upgrade Cisco Voice Gateway IOS Version.

The IOS version of the Cisco Voice Gateways must be upgraded to the minimum version required by Packaged CCE 12.5(1) 12.0(1). For more details, see the Contact Center Enterprise 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.

9

Upgrade all the Cisco Virtualized Voice Browsers one after another.

For more details, see the Installation and Upgrade Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-guides-list.html .

10

Upgrade the publishers/primary nodes of Cisco Finesse.

For details, see the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html

11

Upgrade the publishers/primary nodes of Cisco Unified Intelligence Center with Live Data and Identity Service (IdS).

For details, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html

12

Back up and export the Side A SQL database and the Outbound Option (if used) in Rogger VM.

  • Use Microsoft SQL Server Backup and Restore utilities for the back up.

  • Note the HDS customizable values.

  • Copy the backup files to a shared location.

13

Upgrade Microsoft Windows Server for CCE components.

See Upgrade Windows Server

15

Upgrade Microsoft SQL Server.

See Upgrade SQL Server

16

Run the Enhanced Database Migration Tool on rogger, external HDS (if used), and non-external HDS to perform a schema upgrade during the upgrade process.

See Run EDMT.

17

Run the Unified CCE Release installer on the Side A Unified CCE Rogger.

See Install Cisco Unified Contact Center Enterprise.

18

Run the Unified CCE Release installer on the Side A Unified CCE AW-HDS-DDS.

See Install Cisco Unified Contact Center Enterprise.

19

Run the Unified CCE installer on the Side A PG.

See Install Cisco Unified Contact Center Enterprise.

20

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

Run the Unified CCE Release installer the External HDS associated with Side A.

See Install Cisco Unified Contact Center Enterprise.

21

(Optional) Install language pack

Install the language pack on the Side A AW-HDS-DDS and External HDS associated with Side A (if used).

See Install the Language Pack.

Side A Postupgrade Tasks

You must bring down Side B before you bring up Side A. Perform these tasks during maintenance window to cut over from Side B to Side A.

Step

Task

1.

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.

2

Using Unified CCE Service Control, stop all Unified CCE services on the Side B Unified CCE servers that you are upgrading, and set the startup type to Manual.

  1. Side B Unified CCE Rogger

  2. Side B Unified CCE AW-HDS-DDS

  3. Side B PG

  4. External HDS with Side B as the Central Controller preferred side (if used)

Verify that the services have stopped.

3

Perform Database Performance Enhancement of TempDB, Logger Database, and AW-HDS Database. For more information, see Performance Enhancement of TempDB, on page 140.

4

Using Unified CCE Service Control, start all Unified CCE services on the Side A Unified CCE servers that you are upgrading, and set the startup type to Automatic.

  1. Side A Unified CCE Rogger

  2. Side A Unified CCE AW-HDS-DDS

  3. Side A PG

  4. External HDS with Side A as the Central Controller preferred side (if used)

Verify that the services have started.

5

Set the following registry key to 0 on Side A Unified CCE Rogger:

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

6

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

Preupgrade of Side B

Step

Task

1

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

Upgrade Side B

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

  • In the Unified Communications Manager RTMT tool, check that phones have migrated to Side A.

Place the upgrade media ISOs on local data stores. Ensure that you remove the media ISOs when the upgrade is complete.

Upgrade of main site and remote site (if available) must be performed simultaneously.

Step

Task

2

Upgrade the Unified CVP Reporting Server

See Upgrade Unified CVP Reporting Server

After upgrading the Unified CVP Reporting server, add the CVP Reporting server to the domain. For more information, see Add Machine to Domain.

3

Upgrade Unified CVP Server.

For more details, 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 .

After upgrading the Unified CVP server, add the CVP machine to the domain. For more information, see Add Machine to Domain.

4

For details, see the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html

5

Upgrade the subscribers/secondary nodes of Cisco Unified Intelligence Center with Live Data and Identity Service (IdS).

For details, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html

6

Back up and export the Side B SQL database and the Outbound Option (if used) database in the Rogger VM.

  • Use Microsoft SQL Server Backup and Restore utilities for the back up.

  • Note the HDS customizable values.

  • Copy the backup files to a shared location.

7

Upgrade Microsoft Windows Server for CCE components.

See Upgrade Windows Server

9

Upgrade Microsoft SQL Server.

See Upgrade SQL Server

10

Run the Enhanced Database Migration Tool on rogger, external HDS (if used), and non-external HDS to perform a schema upgrade during the upgrade process.

See Run EDMT.

11

Run the Unified CCE installer on the Side B Unified CCE Rogger.

See Install Cisco Unified Contact Center Enterprise

12

Run the Unified CCE installer on the Side B Unified CCE AW-HDS-DDS.

See Install Cisco Unified Contact Center Enterprise

13

Run the Unified CCE installer on the Side B PG.

See Install Cisco Unified Contact Center Enterprise

14

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

Run the Unified CCE installer on the External HDS associated with Side B to upgrade to the latest release.

See Install Cisco Unified Contact Center Enterprise

15

(Optional) Install ECE.

See Enterprise Chat and Email Installation Guide (for Packaged Contact Center Enterprise) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.

Note

 

ECE 12.0 does not support the archive database. While upgrading from ECE 11.6 to 12.0 in a Packaged CCE 2000 agents deployment, if you choose to refer to the old archive database, keep a copy of the archive database off the Packaged CCE box. For more information, see the Planning Database Upgrade from SQL 2014 to SQL 2016 section in the Enterprise Chat and Email Installation Guide (for Packaged Contact Center Enterprise) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.

(Optional) Install language pack

Install the language pack on the Side B AW-HDS-DDS and External HDS (if used).

See Install the Language Pack.

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:

  1. Side B Unified CCE Rogger

  2. Side B Unified CCE AW-HDS-DDS

  3. Side B PG

  4. External HDS with Side B as the Central Controller preferred side (if used)

Verify that the services are started.

3

Perform Database Performance Enhancement of TempDB for Side B. For more information, see Performance Enhancement of TempDB.

4

Reduce the reserved unused space for HDS for Side B. For more information, see Reduce Reserved Unused Space for HDS.

5

To update the User Role in the database for the existing users, do the following in any one of the AW (distributor) machines:

  1. Go to the link https://software.cisco.com/download/home/268439622/type and select User Role Update Bulk Tool from the list.

  2. Download the file UserRoleUpdateScript_1201.zip and extract it.

  3. Open Windows Powershell and run the script UserRoleUpdate.PS1.

6

To map the MR routing client with the appropriate Network VRU, do the following in any one of the AW (distributor) machines:

  1. Download the file PCCE_ConfigUpdate.ps1.zip from https://software.cisco.com/download/home/284360381/type/284416106/release/12.0(1) and extract it.

  2. Open Windows PowerShell and run the script PCCE_ConfigUpdate.ps1.

Postupgrade Tasks

Step

Task

Perform from Side-A Unified CCE Administration

1

Add all the egress gateways to the Packaged CCE Inventory as external machines.

To launch Packaged CCE Inventory from Side A Packaged CCE Web Administration, go to Unified CCE Administration > Overview > Infrastructure Settings > Inventory.

2

Readd the Cisco VVB that you set aside while upgrading Side A (described in Step 2 in the Upgrade Side A section) as an external machine at the respective site.

3

Go to Unified CCE Administration > Overview > Infrastructure Settings > Device Configuration > Virtualized Voice Browser and configure the VVB of the respective site.

Note

 

You can configure the Cisco VVB by referring to the active Cisco VVBs that are available in the Cisco VVB Administration but are not part of the Packaged CCE Inventory.

4

Add the remaining Cisco VVBs to the Packaged CCE Inventory as external machines at the respective site.

Note

 

Use the list of triggers you made note of during preupgrade (described in Step 3 in the Common Preupgrade Tasks section), to ensure all your custom triggers associated with comprehensive applications reappear in Cisco VVB Administration.

Remove secured VVB if a site needs to handle both secured and non-secured calls. User has to configure from Cisco VVB Administration for security.

5

Go to Unified CCE Administration > Overview > Call Settings > Route Settings and use the list of configurations you made note of during preupgrade (described in Step 2 in the Common Preupgrade Tasks section), to configure the SIP Server Group, Routing Pattern, Location, and Post Call Survey Dialed Number.

Bring CVP of Side B operational with new configuration

6

Reimage Side B CVP Server.

See Reimage CVP Server

7

Launch Packaged CCE Inventory from Side B Packaged CCE Web Administration by navigating to Unified CCE Administration > Overview > Infrastructure Settings > Inventory.

From the Packaged CCE Inventory, enter the Windows administrator credentials of CVP Server B.

8

From Side A's Packaged CCE Inventory, click the Sync icon on Side B CVP Server to initiate Full-Sync.

Note

 

When the Sync Status is In Sync, restart the CVP Server.

9

Change the Cisco IOS Enterprise Voice Gateway dial-peer configuration to point to Side B Unified CVP Servers.

10

Reimage CVP Reporting Server.

See Reimage CVP Reporting Server

11

From the Packaged CCE Inventory, enter the Windows administrator credentials of CVP Reporting Server.

12

From the Packaged CCE Inventory, edit the CVP Reporting Server by changing the credentials and then select the Initialize check box.

13

Go to Unified CCE Administration > Overview > Infrastructure Settings > Device Configuration > CVP Reporting Server to associate CVP Server B with CVP Reporting Server.

Bring CVP of Side A operational with new configuration

14

Reimage CVP Server A.

See Reimage CVP Server

15

From the Packaged CCE Inventory, enter the Windows administrator credentials of CVP Server A.

16

From the Packaged CCE Inventory, initiate the Full-Sync for CVP of Side A.

Note

 

When the Sync Status is In Sync, restart the CVP Server.

17

Go to Unified CCE Administration > Overview > Infrastructure Settings > Device Configuration > CVP Reporting Server to associate CVP Server A with CVP Reporting Server.

Bring back Side A and Side B to call flow

18

Change the Cisco IOS Enterprise Voice Gateway dial-peer configuration to point to both Side A and Side B Unified CVP Servers.

19

Complete ECE specific postupgrade tasks.

Note

 

If the ECE Web Server is in a DMZ, make sure that the ECE Web server is reachable from Side A and Side B AWs.

  • Add ECE Web Server in the Packaged CCE Inventory as an external machine.

  • Use the Configuration Manager tool to ensure the definition of Application path is proper for the ECE web server.

  • Update the Screen Name and Email Address for all ECE agents in Unified CCE Administration.

  • Reconcile the departments between Packaged CCE and ECE, so that same department names exist in both Packaged CCE and ECE.

  • Configure the LDAP server at Partition Admin SSO configuration in ECE administration.

  • Import the ECE security certificates (self-signed certificate) on the Side A and Side B AW machines. For more information, see the Generate Self-Signed Certificate in ECE Web Server and Add ECE Web Server Certificate to AW Machine sections in Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

20

Import Side A AW certificate (self-signed certificate) on the CVP Servers (both Side A and Side B). For more information, see Add AW Certificate to Cisco Unified CVP Servers section in the Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

21

Import the Ids security certificates on the Side A and Side B AW machines. For more information, see Add IdS Certificate to AW Machine section in the Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

22

Import all Cisco Finesse security certificate (self-signed certificate) on the Side A and Side B AW machines. For more information, see Add Finesse Certificate to AW Machine section in the Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

23

Import CVP Reporting Server security certificate (self-signed certificate) on the AW machine. For more information, see Add CVP Reporting Server Certificate to AW Machine section in the Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

24

(Optional) Reregister Context Service. This provides a single Context Service registration token to all the solution components.

25

As Campaign management is possible in Packaged CCE Web Administration, recreate the existing campaigns through Unified CCE Administration by referring the campaigns created in Configuration Manager tool.

26

Recreate all the reasons you made a note of during preupgrade (described in Step 5 in the Common Preupgrade Tasks section in Unified CCE Administration.

Upgrade UCM in Side A and Side B

Perform these tasks to upgrade UCM in both Side A and Side B.


Important

Upgrade of CUCM requires a minimal maintenance window.

Step

Task

1

Upgrade the Side A CUCM Publisher and Subscriber.

For detailed upgrade steps, see the Upgrade and Migration Guide for Cisco Unified Communications Manager and IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html.

2

Upgrade JTAPI on the Side A PG. See Upgrade Cisco JTAPI Client on PG.

Important

 

If you are installing CUCM 12.5 and above, download the Cisco JTAPI Client from CUCM and install it on the PG machine. See Install Cisco JTAPI Client on PG.

Side B

3

Upgrade the Side B CUCM Subscriber.

For detailed upgrade steps, see the Upgrade and Migration Guide for Cisco Unified Communications Manager and IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html.

Important

 

The CUCM Publisher upgrade must be complete and the 12.5 software must be active before you upgrade the CUCM Subscriber.

4

Upgrade JTAPI on the Side B PG. See Upgrade Cisco JTAPI Client on PG.

Important

 

If you are installing CUCM 12.5 and above, download the Cisco JTAPI Client from CUCM and install it on the PG machine. For more information, see Install Cisco JTAPI Client on PG.

Cisco Unified Communications Manager 12.5 - Steps After Upgrade

Perform the following tasks if Cisco Unified Communications Manager (CUCM) is on-box and if you have upgraded to CUCM 12.5 and above on the Cisco UCS C240 M4SX server. This procedure is performed on the main site.


Note

Do not change the IP address of both CUCM Publisher and Subscriber.

Step

Task

1

Move CUCM Publisher and Subscriber from Side A host to a different host.

2

Move CUCM Subscriber from Side B host to a different host.

3

Delete CUCM references from all the location configurations.

4

Add CUCM Publisher as an external machine to the main site of the Packaged CCE Inventory.

Hardware Refresh with Common Ground Upgrade

If you are performing a hardware refresh as part of the upgrade process, you must first prepare the target servers as described in the following documents:

After you configure the servers, you can move the VMs to the servers and complete the Common Ground Upgrade Process.

As a part of hardware refresh, if you are migrating from existing Cisco UCS C240 M3S/Cisco UCS C240 M4SX to Cisco UCS C240 M5SX or Cisco HX220c-M5SX/Specification-based hardware, perform the following migration steps:

Pre-migration Steps

Step

Task

1

Upgrade to the latest release with the latest ES on old hardware. For upgrade procedure, refer the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.

2

Update the annotation of the core VMs as per requirement for Specification Based hardware. See Installation Tasks.

Migration Steps

Steps

Task

1

Move the VMs to the target hardware

2

Log in to the Packaged CCE Administration and open the Inventory.

3

Perform the following in the Packaged CCE Inventory:

  1. Click Update Hosts.

  2. Provide ESXI details of the target hardware.

  3. Select the hardware type as M5 or HX M5 Tested Reference Configuration / Specification Based Configuration.

  4. Complete the wizard.

Note

 

If CUCM and CVP Reporting Server were on-box in the old hardware, you must add them back as external machines after completing the deployment.

Post-migration Step

Step

Task

1

Complete the common ground hardware upgrade process. See Common Ground Upgrade Process.

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