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Install Unified CCX only on virtual machines. Unified CCX will not
run on bare metal.
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DNS is mandatory. Before you upgrade, ensure that the domain name
and DNS server IPs are configured and verify the forward and reverse lookups on
the DNS server are correct.
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The memory requirements have changed for Unified CCX 10.0(1) or later. For more information about RAM requirements, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.
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After you upgrade to Unified CCX 10.0(1) or later, it ignores
Agent IDs and Supervisor IDs with special characters, such as dollar ($),
ampersand (&), single quotes (` '), colon (:), angle brackets (<
>), square brackets ([ ]), parenthesis ({ }), double quotes ("
"), hash (#), percent (%), semicolon (;), comma (,), tilde (~),
pipe (|), forward slash (/), question mark (?), backward slash (\). If you try
to change these user IDs in Cisco Unified Communications Manager, Unified CCX
10.0(1) considers them as new IDs and you will not be able to recover these
user IDs.
Note |
If you have to upgrade from any of the Unified CCX versions 10.0 or lesser to Unified CCX 12.0, you must first upgrade to
any of the Unified CCX intermediate versions that are higher than 10.0.
|
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Unified Intelligence Center is the only reporting client
available.
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Do not make any configuration changes during the upgrade, because
the changes are lost after the upgrade.
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Always ensure to perform the backup on the first node before you
start upgrading the second node.
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Upgrade Unified CCX during off-peak hours or during a maintenance
window to avoid service interruptions.
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In an HA deployment of Unified CCX, both the Unified CCX nodes must be switched to the newer version during the same maintenance
window.
If the contact center is expected to function with only the first node switched to the new version, then ensure that the following
conditions are met until the switch version on the second node is complete:
-
No agents are logged in to the second node.
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The services, Cisco Finesse Tomcat, Cisco Unified CCX Engine, and Cisco Unified CCX Database are in Stopped state on the second node.
-
Upgrade Unified CCX and Cisco SocialMiner in the same maintenance
window and perform the upgrade on Cisco SocialMiner first, followed by Unified
CCX.
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Post upgrade of Cisco SocialMiner, if there are any emails that were not handled or were unread are injected to Unified CCX
after they are downloaded from the mail server. However, the draft emails do not get downloaded.
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Ensure that a valid Cisco SocialMiner OVA is deployed for a successful install or upgrade. The upgrade stops if no Cisco SocialMiner
OVA is found in the deployment.
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Both the nodes in a cluster must run the same release of Unified
CCX. The only exception is while you are upgrading the cluster software, during
which a temporary mismatch is allowed.
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Upgrade VMware tools and change the NIC adapter type for Unified
CCX post Refresh Upgrade and prior to initiating Switch Version.
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For more information on Certificates, see Cisco Unified Contact Center Certificate Management Guide available at: https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118855-configure-uccx-00.html.
- Unified CCX 10.0(1) and later versions include a feature in the VMware Installation information line to indicate whether the
disk partitions are aligned. If the disk partitions are aligned, the VMware installation information line will indicate "Partitions aligned". After upgrading, if the VMware installation information line indicates "ERROR-UNSUPPORTED: Partitions unaligned.", it means that Cisco cannot provide support for performance issues. To correct a virtual machine with unaligned partitions
you must perform the applicable restore (with rebuild) scenario procedure in Cisco Unified Contact Center Express Administration and Operations Guide available at:
https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html
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The third-party CA certificates, packaged with Unified CCX, are
not listed in the OS Administration when upgraded from Unified CCX 11.0(1).
However the third-party CA certificates uploaded manually are retained.
-
If any Unified Intelligence Center user was made an Administrator using the CLI, utils cuic user make-admin [user-name] before an upgrade of Unified CCX, the user would loose the Unified Intelligence Center Administrator capabilities after the
upgrade. You must execute this CLI after the upgrade such that the user is made the Unified Intelligence Center Administrator
again.
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In an HA setup, do not switch versions on both the first and
second nodes at the same time.
-
When you upgrade Unified CCX in an HA deployment ensure that the following conditions are met before Switch version is initiated
on Node 2:
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Switch version of Node 1 is complete and the node is successfully restarted. Otherwise, the upgrade might fail or there might
be discrepancy in data.
Note |
Switch version of Node 1 automatically initiates a node restart and there is no need to manually restart Node 1.
|
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The following services are started on Node 1 after it was restarted (post Switch version):
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A Cisco DB
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Cisco Unified Intelligence Center
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Cisco Finesse
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Cisco Unified CCX Administration
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Cisco Unified Cluster View Daemon
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Cisco Unified CCX Engine
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Ensure that you are able to log in successfully to Cisco Unified Intelligence Center, on Node 1, using Administrator or Reporting
User credentials.
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You may experience a delay of approximately 30 minutes for the
services to start during the first restart of the Unified CCX system post the
switch version. This is due to the application of Security policies post
upgrade. This delay will not appear in subsequent restarts.
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Do not modify the Hostname or IP address of the Unified CCX server
during the upgrade process.
-
After the upgrade of Unified CCX, agents and supervisors must clear the browser cache and cookies before logging in to Cisco
Finesse Desktop and Cisco Unified Intelligence Center.
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After a successful installation or upgrade, download and install the language pack COP to use the Cisco Unified Intelligence
Center interface and Cisco Finesse desktop interface in a language other than English.