Important Considerations for Upgrade

  • Perform a DRS backup before you upgrade.

  • Upgrade Customer Collaboration Platform during off-peak hours or during a maintenance window to avoid service interruptions.

  • You can trigger the switch to new version immediately after you complete the upgrade.

  • You might experience a delay of approximately 10-15 minutes before the services start during the first boot of the Customer Collaboration Platform system after the switch version. This is due to the migration of data during the first boot. This delay will not occur in subsequent restarts.

  • You can choose to switch back to the older version at time if the newer version seems unstable or has performance issues. No data is migrated when you switch to the older version.

Upgrade Overview

You can upgrade from SocialMiner Release 11.6(2) and 12.0(1) to CCP Release 12.5(1).


Note
Ensure that Cisco Customer Collaboration Platform OVA template is deployed for a successful upgrade. The upgrade stops if no Cisco Customer Collaboration Platform OVA template is found in the deployment.

Before you begin upgrade, you must install the upgrade Cisco Options Package (COP) file and then upgrade Customer Collaboration Platform using the Software Upgrades menu option in Unified OS Administration or by using the CLI.

The upgrade runs unattended and may take over two hours.

During the upgrade, multiple reboots occur. After the upgrade is complete, the system boots from the lower version. You can defer the switch to new version to a maintenance window or you can perform it immediately. To switch to the higher version, you need to trigger Switch Version either from the Unified OS Administration or from the CLI.


Note
Before you upgrade, you must perform a DRS backup to ensure that you can revert to the previous version if necessary.

COP File for Upgrade

The following table lists the Customer Collaboration Platform version and the corresponding COP file that you have to download and install before you begin the upgrade.

Table 1. COP File

Version

COP File

11.6.2.10000-21

12.0.1.10000-14

File Name: ciscosm.refreshupgrade.pre12.5.cop.sgn

MD5 Checksum: 1187e5fc2937ce2bb4253c982f5d1d18

Upgrade Tasks

The following table lists the required tasks to upgrade Customer Collaboration Platform:

Upgrade Path

Tasks

11.6(2) to 12.5(1)

12.0(1) to 12.5(1)

  1. Install COP File

  2. Update Virtual Machine Settings

  3. Upgrade Customer Collaboration Platform Using Cisco Unified OS Administration

    or Upgrade Customer Collaboration Platform Using the CLI

  4. Verify Version after Switch Version

  5. Verify Version

Update Virtual Machine Settings

Before you perform a upgrade, you must modify Customer Collaboration Platform Virtual Machine's operating system version, total video memory.

Procedure

Step 1

Power off the virtual machine.

Step 2

Change the operating system version to CentOS. Perform the following steps to change the operating system of the virtual machine:

  1. Right click on the virtual machine and then choose Edit Settings.

    The Virtual Machine Properties window appears.

  2. In the Options tab, select General Options and choose CentOS from the Version drop-down list.

  3. Click OK.

Step 3

Increase the total video memory to 8 MB. Perform the following steps to increase the total video memory:

  1. Right click on the virtual machine and then choose Edit Settings.

    The Virtual Machine Properties window appears.

  2. In the Hardware tab, select Video card.

  3. In the Specify custom settings, set Total video memory to 8 MB and then click OK.

Step 4

Power on the virtual machine and continue with upgrade.

Note 
For a refresh upgrade (RU) of Cisco Customer Collaboration Platform you must initiate the upgrade from the VM console. A confirmation message related to Cisco CCPOVA deployment confirmation is displayed. The Administrator must press Yes to proceed for the refresh upgrade to continue.

Install COP File

The Cisco Options Package (COP) file provides a generic method to deploy Cisco software outside the normal upgrade process. For example, you use a COP file to install new language packs or to patch fixes and virtualization tools. You must first download and save the COP file before applying it.


Note

Unlike upgrades, COP files cannot be removed or rolled back. Contact Cisco TAC if you want to roll back the COP file.


Note

If the ReadMe file for a specific COP file contradicts the following general guidelines, follow the instructions in the ReadMe file.

Procedure

Step 1

Go to https://software.cisco.com/download/navigator.html.

Step 2

Click Log In and login by entering username and password.

Step 3

Choose from the list Products > Customer Collaboration > Options for Contact Center Solutions > CCP.

Step 4

Click CCP.

Step 5

Choose the required current version of the file from the list and download the COP file to a local source or an SFTP server that can be accessed by the Cisco Customer Collaboration Platform server.

Step 6

Apply the file using the procedure Upgrade Customer Collaboration Platform Using the CLI.

Step 7

Enter the command utils system restart to restart the server.

Upgrade Customer Collaboration Platform Using Cisco Unified OS Administration

You can upgrade Customer Collaboration Platform either from a local DVD or from a FTP/SFTP server.


Note

By default, access to Customer Collaboration Platformadministration user interface is restricted. Administrator can provide access by whitelisting clients IP addresses. For information about how to provide access, see Control Customer Collaboration Platform Application Access

Procedure

Step 1

Open Unified OS Administration from the Administration tab > Platform Administration or access the URL https://<servername>/cmplatform, where <servername> is the hostname or IP address of your Customer Collaboration Platform server.

Step 2

Log in to Cisco Unified OS Administration using administrator username and password.

Step 3

Choose Software Upgrades > Install/Upgrade.

Step 4

From the Source list, choose either DVD or Remote Filesystem.

Step 5

Enter the path of the upgrade file in the Directory field.

For DVD, enter "/" in the filepath.

For Remote Filesystem, enter the full path to the file that is located on the remote server.

Step 6

If you chose Remote Filesystem, follow the instructions on the screen; otherwise, go to Step 7.

Step 7

Click Next to see the list of upgrades that are available.

Step 8

Choose the appropriate upgrade file, and click Next.

Step 9

(Optional) To use the Email Notification feature, enter relevant information in the Email Destination and SMTP server fields.

Step 10

Click Next to initiate the upgrade process.

Note 

After upgrading Customer Collaboration Platform, the CAs that are not approved by Cisco are removed from the platform trust store. However, you can add them back, if necessary.

Upgrade Customer Collaboration Platform Using the CLI

Procedure

Step 1

Log in to platform application CLI using the administrator username and password.

Step 2

Enter the command show version active and check the current version.

Step 3

Enter the command utils system upgrade initiate to initiate the upgrade process.

Step 4

From the Source list, choose either DVD or Remote Filesystem.

Step 5

Enter the path of the upgrade file in the Directory field.

For DVD, enter "/" in the filepath.

For Remote Filesystem, enter the full path to the file that is located on the remote server.

Step 6

Follow the instructions on the screen.

Your entries are validated and the available files list is displayed.

Step 7

Select the ISO image file or the COP file that you want to apply from the available list, and confirm the installation when you are prompted.

Step 8

After the installation is completed, enter the command show version inactive and check the upgraded version.

Note 

After upgrading Customer Collaboration Platform, the CAs that are not approved by Cisco are removed from the platform trust store. However, you can add them back, if necessary.

Verify Version after Switch Version

You can check and perform switch version by using either of the following procedures: Switch Version Using the Web Interface or Switch Version Using the CLI.


Caution
Never initiate switch version from the recovery CD.

Note

  • Perform switch version in the same maintenance window to avoid additional downtime.

  • The time required for switch version depends on the size of records in the database.

Switch Version Using the Web Interface

To check and perform switch version using the web interface, follow this procedure:

Procedure
Step 1

Log in to Cisco Unified OS Administration using the administrator username and password.

Step 2

Choose Settings > Version to check the versions.

Step 3

Click Switch Versions, and click OK to initiate the switch version process.

Step 4

Choose Settings > Version to check the active version.

Switch Version Using the CLI

To check and perform switch version using the CLI, follow this procedure:

Procedure
Step 1

Log in to Cisco Unified Communications OS Platform CLI using the administrator username and password.

Step 2

Enter the command show version active to check the active version.

Step 3

Enter the command show version inactive to check the inactive version.

Step 4

Enter the command utils system switch-version to initiate the switch version process.

Step 5

Enter the command show version active to check the active version.

Note 

If switch version is unsuccessful, contact Cisco TAC.

Verify Version

Verify Version Using the Web Interface

To verify the active and inactive versions of Customer Collaboration Platform using the web interface, follow this procedure:

Procedure
Step 1

Log in to Cisco Unified OS Administration using the administrator username and password.

Step 2

Choose Settings > Version to check the current active and inactive versions.

Verify Version Using the CLI

To verify the active and inactive versions of Customer Collaboration Platform using the CLI, follow this procedure:
Procedure
Step 1

Log in to application platform CLI using the administrator username and password.

Step 2

Enter the command show version active to check the active version.

Step 3

Enter the command show version inactive to check the inactive version.

Upgrade VMware Tools

Procedure

Step 1

Power on the virtual machine.

Step 2

Right click on the virtual machine and then choose Guest > Install / Upgrade VMware tools.

The Install/Upgrade Tools window appears.
Step 3

Choose Automatic Tools Upgrade or Interactive Tools Upgrade and click OK.

If you choose Automatic Tools Upgrade, the process is complete.

If you choose Interactive Tools Upgrade, then complete the following steps:

  1. Log in to platform application CLI using the administrator username and password.

  2. Enter the command utils vmtools refresh .

    The server reboots twice.
The Summary tab of the virtual machine will display that the WMware tools that are running.

What to do next

  1. Check the Summary tab of the virtual machine and verify that the version of the VMware tools is current.

  2. If the version is not current, reboot the VM and check.

Change NIC Adapter Type

Procedure

Step 1

Power off the virtual machine.

Step 2

Right click on the virtual machine and then choose Edit Settings.

The Virtual Machine Properties window appears.
Step 3

In the Hardware tab, select Network adapter 1, and then click Add.

The Add Hardware window appears.

Step 4

Select Ethernet Adapter and then click Next.

The Network Type window appears.

Step 5

Select the adapter type VMXNET3, click Next, and click Finish.

Step 6

To remove the previous network adapter complete the following steps:

  1. Right click on the virtual machine and then choose Edit Settings.

    The Virtual Machine Properties window appears.

  2. In the Hardware tab, select Network adapter 1, and click Remove.

  3. Click OK.

Step 7

Power on the virtual machine.


Note
If you choose to perform a switch-back to previous versions after upgrade, you do not need to modify the virtual machine parameters.