1
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Platform Orchestration, Hybrid Features
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Cloud Connect
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If you have Cloud Connect in your environment, refer the Update VM Properties section in Upgrade Considerations for Cloud connect upgrade prerequisite to increase the hard disk and RAM before you upgrade the component.
If you don't have Cloud Connect in your environment, and you use any Hybrid feature or Orchestration, fresh install Cloud
Connect. For fresh install 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
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2
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Queuing and self-service |
Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio)
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You must upgrade all sites before proceeding to the next stage.
Before you upgrade to Unified CVP
12.6, you must apply the latest ES of Packaged CCE 12.5
.
For more information, see 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.
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3 |
Gateways |
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IOS Gateways (If used for ingress access only. If used for Outbound Option Dialer, see
Stage 8.)
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IOS VXML Gateways
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Cisco Virtualized Voice Browser
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4 |
Identity Service
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IdS Server
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For IdS upgrade, see the procedure as documented in the
Upgrades section of Unified Intelligence
Center Installation and Upgrade Guide at:
https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html
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5 |
Agent and supervisor desktops
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ECE
Cisco Finesse
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After you upgrade Finesse to Release
12.6, to load any
gadgets to Finesse, you must first import all self-signed
certificates (if applicable) to Finesse.
For more information about Finesse, see Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.
For more information about ECE, see https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html
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6 |
Reporting server |
CUIC server
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After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
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Enable CORS on the CUIC server, and add cors allowed_origin with the Finesse hostname.
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Import LD and Finesse certificates to CUIC.
For more information, 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.
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7 |
Central Controller |
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8 |
Peripherals |
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9 |
Peripherals |
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MR PG, VRU PG
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CRM connector
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You can have many PGs located on different virtual machines. You can upgrade each PG virtual machine in its own maintenance
window.
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10 |
Agent desktop client software
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CTI OS (Agent/Supervisor Desktops)
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CTI OS is applicable only if Avaya PG is used.
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You can have many desktops located in many different sites. You can upgrade CTI OS desktops in multiple maintenance windows;
the later upgrade stages are not dependent on the completion of this stage.
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11 |
Call Processing |
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You must install JTAPI client only when you upgrade to UCM 12.5.
If you upgrade to CUCM 12.5 on the M4 servers, ensure that you deploy CUCM off-box. CUCM 12.5 on-box deployment are only supported for M5 servers.
For more information, refer to Virtualization for Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/virtualization/pcce_virt_index.html.
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