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.
Single-stage upgrade: set up all virtual machines (VMs) required for a Packaged CCE solution (rebuild) on a different hardware.
Multistage upgrade: set up or upgrade the required set of components on a different hardware.
Deploy components as per your requirements.
Migrate CCE databases using the Enhanced Database Migration Tool (EDMT) and upgrade the CCE components. You can upgrade the other solution components also.
Update the IP address or hostname of components.
Synchronize components and complete the upgrade on the destination server.
Packaged CCE 12.0(1) to Packaged CCE 12.5(1)
Packaged CCE 12.5(1) to Packaged CCE 12.5(2)
 Note |
To enable the Technology Refresh upgrade support in 12.5(1), install ICM_12.5(1)_ES12 on the 12.5(1) target system. |
You can upgrade to Cisco Packaged CCE 2000, 4000, and 12000 Agent deployments as per the supported upgrade path.
Components must be upgraded as per the supported versions detailed in the Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Before upgrading the Unified CCE Central Controller, do the following:
In the Unified CCE Router of the source server, Disable Configuration Changes.
Disable Outbound Option High Availability (if applicable) before the logger upgrade. For details, see Disable Outbound Options High Availability (If Applicable)
In the Unified CCE Rogger, AW-HDS-DDS, and Peripheral Gateways of the source server, Export the Server Registry.
Before you upgrade the Live Data server, check the Check and upgrade VMware Tools before each power on box in the VM's .
For more information on VMware Tools upgrade, see the VMware documentation.
In Technology Refresh upgrade, both source and destination servers must be on the same domain.
This release contains an updated database schema. During the upgrade process, perform a schema upgrade using the Enhanced Database Migration Tool (EDMT).
For the upgrade utilities, see https://software.cisco.com/download/type.html?mdfid=268439622
If you are moving the existing VMs, take the required backups of components on both Side A and Side B before you begin your upgrade. You can take a snapshot of the virtual machines on which you are performing an upgrade.
If you already have a Customer Collaboration Platform added in the remote site, it is recommended to delete the Customer Collaboration Platform from the remote site and add it as an external machine in the Main site, before upgrade. For more information on how to delete and add an external machine, see the Cisco 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.
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.html.
Packaged CCE relies on time synchronization. Properly configuring NTP is critical for reliability of reporting data and cross-component communication. It's important to implement the requirements outlined in NTP and Time Synchronization.
Note |
During Unified CCE installation on to Windows Server 2019 and SQL Server 2019, SQL Server Security Hardening optional configuration should not be selected as part of installation. SQL Security Hardening should be applied post Unified CCE installation using Security Wizard tool. Unified CCE services should be started only after 12.5(2) for Windows Server 2019 and SQL Server 2019 support is installed. |
During the upgrade process, use the following tools:
ICM-CCE-Installer—The main Unified CCE Installer. It copies all files into relevant folders, creates the base registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft .NET Framework.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
Enhanced Database Migration Tool (EDMT)—A wizard application that is used for upgrades to migrate the Logger, BA, AW, and HDS databases.
You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool Software Releases.
The EDMT displays status messages during the migration process, including warnings and errors. Warnings are displayed for informational purposes only and do not stop the migration. On the other hand, errors stop the migration process and leave the database in a corrupt state. If an error occurs, fix the error, and run the tool again.
Regutil Tool—Used in Technology Refresh upgrades, the tool exports the Cisco Systems, Inc. registry from the source machine during the preupgrade process. The output of the tool is required on the destination machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil Tool from Cisco.com by clicking Contact Center Enterprise Tools.
Packaged CCE solution upgrade for 2000 Agent deployments can be done in single-stage on both main site and remote sites (if applicable). In a single-stage upgrade, all components are upgraded and taken to completion. For more information, see Single-stage Upgrade.
For single-stage upgrades, perform the tasks detailed in the following table.
|
Task |
|---|
|
Upgrade Tasks |
|
Postupgrade Tasks |
|
See Post Technology Refresh Configurations section in the Cisco 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 |
set up all virtual machines required for a Packaged CCE solution (rebuild) on a different hardware or
upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware
Note |
|
|
Component Group |
Components |
Notes |
|---|---|---|
| Unified CCE Controller |
Unified CCE Rogger and AW-HDS-DDS |
|
|
Unified CCE Rogger Side A |
Migrate the Logger database and upgrade Side A Rogger |
|
|
Unified CCE AW-HDS-DDS Side A |
Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server |
|
|
Unified CCE Rogger Side B |
Migrate the Logger database and upgrade Side B Rogger |
|
|
Unified CCE AW-HDS-DDS Side B |
Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs. |
|
|
External HDS |
||
|
Unified CCE Router |
||
|
Database Performance Enhancement |
||
| Queuing and self-service |
Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio) |
For CVP installation or upgrade instructions, 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 servers, add the CVP machines to the domain. For more information, see Add Machine to Domain. |
|
Gateways |
Cisco Virtualized Voice Browser (VVB) |
For more information, 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. |
|
||
|
Agent and supervisor desktops and Reporting |
ECE |
For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration 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 |
|
Cisco Finesse |
For Finesse installation or upgrade instructions, 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. |
|
|
CUIC-LD-IDS CUIC (Reporting Templates) |
Install or upgrade Cisco Unified Intelligence Center with Live Data and Identity Service (IdS). For CUIC upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
|
|
| Unified CCE Peripheral Gateways and associated components |
Peripheral Gateways |
You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs. |
|
Outbound Option Dialer |
Upgrade the Outbound Option Dialer: Upgrade Outbound Option Dialer To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html. |
|
|
Customer Collaboration Platform |
For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html. |
|
| Call Processing Components |
Cisco Unified Communications Manager (Unified Communications Manager) |
For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html |
|
Cloud Connection Components |
Cloud Connect |
For Cloud Connect installation instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html |
|
To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance.
|
Export the Cisco registry on each source machine that is involved in a Technology Refresh upgrade.
During the upgrade process, you are prompted for the path to the exported registry file location. Perform the following procedure and note the location of the resulting file for later in the upgrade process.
Each time you run the RegUtil with the export option, if a RegUtil_<hostname>.dat file exists, the utility renames that file to RegUtil_<hostname>.dat.bak<number>.
|
Step 1 |
Open a command prompt and change the directory to the location where the RegUtil.exe resides. |
|
Step 2 |
Run the RegUtil tool to export the Cisco Systems, Inc. registry using the following command: RegUtil -export [target directory] , for example, The target directory must have write access. Therefore, you cannot select the install media on a DVD. The target directory is optional. If it is not specified, the tool outputs the result of the Registry export to the current directory. The output filename is of the format RegUtil_<hostname>.dat, where hostname is the name of the source machine. |
EDMT requires Microsoft® ODBC Driver 13 for SQL Server® and Visual C++ Redistributable for Visual Studio 2015 (or higher). The latest version of these packages can be downloaded from the Microsoft website. However, a copy of the same is also available in the Prerequisites folder of EDMT.
If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as an administrator.
Create a shared folder in any desired location. Ensure that:
In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.
In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.
Note |
If the user group everyone is not available, add it using the Add button. |
|
Step 1 |
Use Unified CCE Service Control to stop all Unified CCE services on the Router and Logger, on the source server. |
||
|
Step 2 |
(Optional) If Outbound Option High Availability is deployed, disable Outbound Options High Availability. For details, see Disable Outbound Options High Availability (If Applicable). |
||
|
Step 3 |
Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 13 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015. |
||
|
Step 4 |
Run the EDMT from the server that will host the destination Logger and click Next. |
||
|
Step 5 |
Select Technology Refresh and click Next. |
||
|
Step 6 |
Under Source Database Connection, complete the following fields:
|
||
|
Step 7 |
Under Destination Database Connection, complete the following fields:
|
||
|
Step 8 |
Under Backup Connection, complete the following fields:
|
||
|
Step 9 |
In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server. |
||
|
Step 10 |
Click Next. |
||
|
Step 11 |
Click Start Migration. |
||
|
Step 12 |
Click Yes on the warning pop-up to start the data migration. |
||
|
Step 13 |
Upon completion of the migration, click Exit to close the tool. |
||
|
Step 14 |
(Optional) If Outbound Option High Availability is deployed, repeat steps 1 through 13 to migrate the BA database. |
||
|
Step 15 |
Launch the ICM-CCE-Installer and click Next. |
||
|
Step 16 |
Select Technology Refresh and click Next. |
||
|
Step 17 |
Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process. |
||
|
Step 18 |
(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.
|
||
|
Step 19 |
(Optional) Select SQL Server Security Hardening and click Next. |
||
|
Step 20 |
Click OK on any informational messages that display. |
||
|
Step 21 |
Click Install. |
||
|
Step 22 |
Reboot the system after the upgrade completes. |
To upgrade the Administration & Data Server, migrate the AW database and then the HDS database (if applicable). After successful migration, install the new software and import the Cisco registry information.
EDMT requires Microsoft® ODBC Driver 13 for SQL Server® and Visual C++ Redistributable for Visual Studio 2015 (or higher). The latest version of these packages can be downloaded from the Microsoft website. However, a copy of the same is also available in the Prerequisites folder of EDMT.
If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as an administrator.
Create a shared folder in any desired location. Ensure that:
In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.
In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.
Note |
If the user group everyone is not available, add it using the Add button. |
|
Step 1 |
Use Unified CCE Service Control to stop all Unified CCE services on the source server. |
||
|
Step 2 |
Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015. |
||
|
Step 3 |
Launch the EDMT tool on the destination server that hosts the Administration and Data Server with AW and HDS database and click Next. |
||
|
Step 4 |
Select Technology Refresh and click Next. |
||
|
Step 5 |
Under Source Database Connection, complete the following fields:
|
||
|
Step 6 |
Under Destination Database Connection, complete the following fields:
|
||
|
Step 7 |
Under Backup Connection, complete the following fields:
|
||
|
Step 8 |
In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server. |
||
|
Step 9 |
Click Next. |
||
|
Step 10 |
Click Start Migration. |
||
|
Step 11 |
Click Yes on the warning pop-up to start the data migration. |
||
|
Step 12 |
Upon completion of the migration, click Exit to close the tool. |
||
|
Step 13 |
To migrate the HDS database, repeat steps 1 to 12. Under Source Database Connection, in Database Name, select the HDS database. |
||
|
Step 14 |
Launch the ICM-CCE-Installer and click Next. |
||
|
Step 15 |
Select Technology Refresh and click Next. |
||
|
Step 16 |
Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process. |
||
|
Step 17 |
To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next. |
||
|
Step 18 |
(Optional) Select SQL Server Security Hardening and click Next. |
||
|
Step 19 |
Click OK on any informational messages that display. |
||
|
Step 20 |
Click Install. |
||
|
Step 21 |
Restart the server when the upgrade completes. |
To upgrade the external HDS, migrate the AW database, and then the HDS database. After successful migration, install the new software and import the Cisco registry information.
EDMT requires Microsoft® ODBC Driver 13 for SQL Server® and Visual C++ Redistributable for Visual Studio 2015 (or higher). The latest version of these packages can be downloaded from the Microsoft website. However, a copy of the same is also available in the Prerequisites folder of EDMT.
If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as an administrator.
Create a shared folder in any desired location. Ensure that:
In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.
In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.
Note |
If the user group everyone is not available, add it using the Add button. |
|
Step 1 |
Use Unified CCE Service Control to stop all Unified CCE services on the source server. |
||
|
Step 2 |
Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 13 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015. |
||
|
Step 3 |
Launch the EDMT tool on the destination server that hosts the Administration and Data Server with AW and HDS database and click Next. |
||
|
Step 4 |
Select Technology Refresh and click Next. |
||
|
Step 5 |
Under Source Database Connection, complete the following fields:
|
||
|
Step 6 |
Under Destination Database Connection, complete the following fields:
|
||
|
Step 7 |
Under Backup Connection, complete the following fields:
|
||
|
Step 8 |
In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server. |
||
|
Step 9 |
Click Next. |
||
|
Step 10 |
Click Start Migration. |
||
|
Step 11 |
Click Yes on the warning pop-up to start the data migration. |
||
|
Step 12 |
Upon completion of the migration, click Exit to close the tool. |
||
|
Step 13 |
To migrate the HDS database, repeat steps 1 to 12. Under Source Database Connection, in Database Name, select the HDS database. |
||
|
Step 14 |
Launch the ICM-CCE-Installer and click Next. |
||
|
Step 15 |
Select Technology Refresh and click Next. |
||
|
Step 16 |
Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process. |
||
|
Step 17 |
(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.
|
||
|
Step 18 |
(Optional) Select SQL Server Security Hardening and click Next. |
||
|
Step 19 |
Click OK on any informational messages that display. |
||
|
Step 20 |
Click Install. |
||
|
Step 21 |
Reboot the server when the upgrade completes. |
|
Step 1 |
To enable configuration changes during the upgrade, set the following registry key to 0 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance. |
|
Step 2 |
To confirm that configuration changes are enabled, save a configuration change. Save your changes. |
You can upgrade different Peripheral Gateways (PG) within a contact center at different times within different maintenance windows. However, upgrade all PGs that reside on the same virtual machine and redundant PGs (Side A and corresponding Side B) during the same maintenance window.
The following dependencies occur when upgrading the PG:
If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Avaya PG3.
If your contact center uses Outbound Option, upgrade any Outbound Option Dialers associated with Unified Communications Manager PGs at the same time.
If the Unified Communications Manager application is upgraded, upgrade the JTAPI client associated with the Unified Communications Manager PG at the same time.
To upgrade the Peripheral Gateways, install the new software and import the Cisco registry information.
|
Step 1 |
Use Unified CCE Service Control to stop all Unified CCE and CTI OS (if applicable when upgrading the Avaya PG) services on the PG server. Change the services to Manual Start. |
|
Step 2 |
Launch the ICM-CCE-Installer and click Next. |
|
Step 3 |
Select Technology Refresh and click Next. |
|
Step 4 |
Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process. The registry information for the Avaya PG also contains information for the CTI OS server (if applicable). |
|
Step 5 |
(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next. |
|
Step 6 |
Click OK on any informational messages that display. |
|
Step 7 |
Click Install. |
|
Step 8 |
Reboot the system after the upgrade completes. |
|
Step 9 |
If Avaya PG is configured, after reboot, open the Peripheral Gateway Setup tool, and edit the Avaya PG as required. |
|
Step 10 |
If CTI OS component is configured, after reboot, open the CTI OS Server setup tool, and edit the CTI OS component as required. |
Before proceeding with the following steps, ensure that Outbound Options feature is in maintenance mode. There must not be any customer records getting imported to Outbound database. The outbound campaigns must not be active and outbound callflow must not be in progress.
Perform the following steps on Side A:
|
Step 1 |
Launch Websetup. Navigate to Component Management > Loggers. |
|
Step 2 |
Edit the Logger and navigate to Additional Options. Uncheck Enable High Availability under Outbound Option. Enter the SQL Server Admin credentials and click Next. |
|
Step 3 |
Enable Stop and then start(cycle) the Logger Service for this instance (if it is running) checkbox . Click Next to complete the setup. |
|
Step 4 |
Repeat similar steps (steps 1, 2, and 3) for side B. |
You can enable Outbound Options High Availability after the upgrade is successful.
To upgrade the Outbound Option Dialer, install the new software and import the Cisco registry information.
|
Step 1 |
Launch the ICM-CCE-Installer and click Next. |
||
|
Step 2 |
Select Technology Refresh and click Next. |
||
|
Step 3 |
Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process. |
||
|
Step 4 |
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next. |
||
|
Step 5 |
Click OK on any informational messages that display. |
||
|
Step 6 |
Click Install. |
||
|
Step 7 |
Reboot the system after the upgrade completes. |
||
|
Step 8 |
Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.
|
||
|
Step 9 |
Use Unified CCE Service Control to set all Unified CCE services to Automatic Start. |
Packaged CCE solution upgrade for 4000 Agents and above deployments can be done in single-stage or in multiple stages (multistage) on both main site and remote sites (if applicable).
In a single-stage upgrade, all components are upgraded and taken to completion. For more information, see Single-stage Upgrade.
In a multistage upgrade, components are grouped into several stages for upgrading. You must follow the upgrade sequence and the minimum component groupings that must occur together within each stage. At each stage in the upgrade, the upgraded components must interoperate with components that have not yet been upgraded to ensure the overall operation of the contact center. Therefore, it is important to verify this interoperability during the planning stages of the upgrade. For more information, see Multistage Upgrade.
For single-stage upgrades, perform the tasks detailed in the following table.
|
Task |
|---|
|
Upgrade Tasks |
|
Postupgrade Tasks |
|
See Post Technology Refresh Configurations section in the Cisco 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 |
set up all virtual machines required for a Packaged CCE solution (rebuild) on a different hardware or
upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware
|
Component Group |
Components |
Notes |
|---|---|---|
|
Unified CCE Central Controller |
Unified CCE Rogger and AW-HDS-DDS |
|
|
Unified CCE Rogger Side A |
Migrate the Logger database and upgrade Side A Rogger |
|
|
Unified CCE AW-HDS-DDS Side A |
Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server |
|
|
Unified CCE Rogger Side B |
Migrate the Logger database and upgrade Side B Rogger |
|
|
Unified CCE AW-HDS-DDS Side B |
Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs. |
|
|
External HDS |
||
|
Unified CCE Router |
||
|
Database Performance Enhancement |
||
|
Identity Service (IdS)/SSO |
IdS Server |
SSO is an optional feature. It exchanges authentication and authorization details between an identity provider (IdP) and an identity service (IdS). For IdS installation or upgrade instructions, see 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 |
|
Agent and supervisor desktops |
ECE |
For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration 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 |
|
Cisco Finesse |
For Finesse installation or upgrade instructions, 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. |
|
| Queuing and self-service |
Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio) |
For CVP installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at |
|
Gateways |
Cisco Virtualized Voice Browser |
For VVB installation or upgrade instructions, 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. |
|
||
| Reporting Management |
Cisco Unified Intelligence Center (CUIC) Reporting Server |
For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.
After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
|
| Reporting |
CUIC (Reporting Templates) |
For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html. |
| Live Data |
Standalone Live Data |
To install or upgrade Live Data, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html. After you upgrade Live Data (LD), you must enable CORS on the LD server, and add cors allowed_origin with Finesse hostname. |
|
Collocated Peripheral Gateways and associated components |
|
You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs. |
|
Outbound Option Dialer |
Upgrade Outbound Option Dialer To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html. |
|
|
CTI OS Server is applicable only if Avaya PG is used. For installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. |
|
|
Peripheral Gateways and associated components not collocated |
Customer Collaboration Platform |
For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html. |
| Agent and Supervisor Desktops |
CTI OS Desktops |
For CTI OS Desktop client installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html . |
| Call Processing Components |
Cisco Unified Communications Manager (Unified Communications Manager) |
For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html |
|
JTAPI client on Agent (Cisco Unified Communications Manager) PG |
||
|
Cloud Connection Components |
Cloud Connect |
For Cloud Connect installation instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html |
After upgrading the Central Controller to 12.5(1), if you intend to keep the PGs in 12.0(1), you must install ICM_12.0(1)_ES49 on the PG machines for an inventory update.
For multistage upgrades, perform the tasks detailed in the following table.
|
Task |
|---|
|
Upgrade Tasks |
|
Postupgrade Tasks |
|
Follow the post upgrade tasks after each stage of upgrade. For more information, see Post Technology Refresh Configurations section in the Cisco 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 |
set up the required virtual machines (rebuild) on a different hardware or
upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware
Note |
Maintenance window is applicable for each component until the inventory update and configurations are complete. |
|
Stage |
Component Group |
Components |
Notes |
|---|---|---|---|
|
0 |
Identity Service (IdS)/SSO |
IdS Server |
SSO is an optional feature. It exchanges authentication and authorization details between an identity provider (IdP) and an identity service (IdS). For IdS installation or upgrade instructions, see 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 |
|
1 |
Agent and supervisor desktops |
ECE |
For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration 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 |
|
Cisco Finesse |
For Finesse installation or upgrade instructions, 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. |
||
|
2 |
Queuing and self-service |
Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio) |
For CVP installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at |
|
3 |
Gateways |
Cisco Virtualized Voice Browser |
For VVB installation or upgrade instructions, 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. |
|
|||
|
4 |
Reporting Management |
Cisco Unified Intelligence Center (CUIC) Reporting Server |
For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.
After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
|
|
5 |
Unified CCE Central Controller |
Unified CCE Rogger and AW-HDS-DDS |
|
|
Unified CCE Rogger Side A |
Migrate the Logger database and upgrade Side A Rogger |
||
|
Unified CCE AW-HDS-DDS Side A |
Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server |
||
|
Unified CCE Rogger Side B |
Migrate the Logger database and upgrade Side B Rogger |
||
|
Unified CCE AW-HDS-DDS Side B |
Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs. |
||
|
External HDS |
|||
|
Unified CCE Router |
|||
|
CUIC (Reporting Templates) |
For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html. | ||
|
Standalone Live Data |
To install or upgrade Live Data, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html. After you upgrade Live Data (LD), you must enable CORS on the LD server, and add cors allowed_origin with Finesse hostname. |
||
|
Database Performance Enhancement |
|||
|
6 |
Collocated Peripheral Gateways and associated components |
|
You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs. |
|
Outbound Option Dialer |
Upgrade Outbound Option Dialer To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html. |
||
|
CTI OS Server is applicable only if Avaya PG is used. For installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. |
||
|
7 |
Peripheral Gateways and associated components not collocated |
Customer Collaboration Platform |
For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html. |
|
8 |
Agent and Supervisor Desktops |
CTI OS Desktops |
For CTI OS Desktop client installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html . |
|
9 |
Call Processing Components |
Cisco Unified Communications Manager (Unified Communications Manager) |
For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html |
|
JTAPI client on Agent (Cisco Unified Communications Manager) PG |
|||
|
10 |
Cloud Connection Components |
Cloud Connect |
For Cloud Connect installation instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html |
After upgrading the Central Controller to 12.5(1), if you intend to keep the PGs in 12.0(1), you must install ICM_12.0(1)_ES49 on the PG machines for an inventory update.
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