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To manage your license better, migrate to smart Licensing. For more information about Smart Licensing, see Cisco Unified Contact Center Express Features Guide.
If you want to continue using Cisco WFO, you must remain on Classic Licensing as Cisco WFO does not support Smart Licensing.
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For systems upgrading from 12.5.1 SU1 or earlier to 12.5.1 SU2 or higher, you must update AssertionConsumerService
URL manually on IDP, or as part of normal configuration process you must disable SSO, generate new Service Provider XML file,
and reconfigure SSO.
Upon upgrading from 12.5.1 SU1 to SU2, the SP XML File on UCCX changes as below:
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For 12.5.1 SU1 or prior, https://FQDN:8553/ids/saml/response
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For 12.5.1 SU2 or higher, https://FQDN:8553/ids/saml/response?metaAlias=/sp
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For a 100 agent profile, if you want to deploy Cloud Connect, you must configure 14GB of vRAM. For a 400 agent profile, you
must configure 20GB of vRAM.
Note
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A 300 agent profile is not available. You cannot switch versions.
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For a 100 agent profile, if you do not want to deploy Cloud Connect, there is no change.
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Ensure that the reservation of CPU and memory adhere to the specifications mentioned in the Virtualization Wiki.
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Install Unified CCX only on virtual machines. Unified CCX will not run on bare metal.
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In the virtual machine, change the Guest OS version to match the OS version of Unified
CCX.
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You must manually adjust the CPU Limit within VMware for the ESXi host to "Unlimited".
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DNS is mandatory. Before you upgrade, configure the domain name and DNS server IPs and ensure the forward and reverse lookups
on the DNS server are correct.
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Do not make any configuration changes during upgrade because changes are lost after 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, you must switch both the Unified CCX nodes to the newer version during the same maintenance
window.
If the contact center is expected to function with only the first node that is switched to
the new version, ensure that the following conditions are met until the
switch version on the second node is complete:
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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.
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Upgrade Unified CCX and Cisco
Customer Collaboration Platform in the same maintenance window and perform the upgrade on Cisco
Customer Collaboration Platform first, followed by Unified CCX.
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After the upgrade of Cisco
Customer Collaboration Platform, unread and unhandled emails are downloaded from the mail server and added to Unified CCX. However, the draft emails are
not downloaded.
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Ensure that a valid Cisco
Customer Collaboration Platform OVA is deployed for a successful install or upgrade. The upgrade stops if no Cisco
Customer Collaboration Platform 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 after the refresh upgrade and before initiating the 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.
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Unified CCX 10.0(1) and later versions include a feature in the VMware Installation information line to indicate if the disk
partitions are aligned. For aligned disk partitions, the VMware installation information line indicates "Partitions aligned".
After upgrading, if the VMware installation information line indicates "ERROR-UNSUPPORTED: Partitions unaligned.", it means
that Cisco cannot provide support for any performance issues. To correct a virtual machine with unaligned partitions, you
must perform the applicable restore (with rebuild) scenario procedure in Unified CCX Administration. For more information,
see Cisco Unified Contact Center Express Admin and Operations Guide.
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After the upgrade, the OS Administration lists the manually uploaded third-party CA certificates but does not list the third-party
CA certificates that are packaged with Unified CCX.
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If any Unified Intelligence Center user was made an Administrator using the utils cuic user make-admin [user-name] command before an upgrade of Unified CCX, the user loses the Cisco Cisco Unified Intelligence Center Administrator capabilities
after the upgrade. Execute the CLI again, after the upgrade, to make the user a Cisco Unified Intelligence Center Administrator.
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In an HA setup, do not switch versions on both the first and second nodes at the same time.
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When you upgrade Unified CCX in an HA deployment, ensure that the following conditions are met before the switch version is
initiated on Node 2:
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If you have upgraded Node 1 to a new version and then reinstalled Node 2 with an older version, you must upgrade Node 1 and
Node 2 again to the new version, before you start the switch version.
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The 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
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The switch version of Node 1 automatically initiates a node restart and there is no need to manually restart Node 1.
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Ensure that you are able to log in successfully to Cisco Unified Intelligence Center, on Node 1, using the Administrator
or Reporting User credentials.
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After switching the version, you may experience a delay of approximately 30 minutes for the services to start during the first
restart of the Unified CCX and Cisco Collaboration Platform systems. This is due to the application of security policies after
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.
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After the upgrade of Unified CCX, agents and supervisors must clear the browser cache and cookies before logging in to the
Cisco Finesse Desktop and the 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 the Cisco Finesse Desktop interface in a language other than English.
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After the upgrade, you must manually remove the Context Service gadget from the Cisco Finesse desktop (Desktop Layout and
Team Desktop Layout).
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After the upgrade of Unified CCX, if necessary, the administrator can copy the sample
configurations for customizing desktop properties from the View
Default Layout (Cisco Finesse Administration console >
Desktop Layout) and add to the respective custom
layouts.
For more information, see the Upgrade section in the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.
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After the upgrade, you can move to Smart Licensing. For Smart Licensing details, see Cisco Unified Contact Center Express Features Guide.
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From Unified CCX Release 12.5(1) SU1, the connection between RmCm Subsystem and Unified CM can be secured by enabling Secure
Real–Time Transport Protocol (SRTP) in AppAdmin. If you had enabled SRTP before upgrading to Unified CCX Release 12.5(1) SU1,
disable and enable it again after upgrade. Otherwise, the connection between RmCm Subsystem and Unified CM will not be secure.
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When SRTP is enabled in Unified CCX release 12.5(1), after upgrading to Unified CCX release
12.5(1) SU1, the RmCm subsystem will be out of service on the subscriber
node. Disable and enable SRTP again to operate Unified CCX in SRTP-enabled
mode.
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When SRTP is enabled in Unified CCX release 12.5(1) SU1, if you switch back to Unified CCX release 12.5(1), the RmCm subsystem
will be out of service on both the nodes. Disable and enable SRTP again to operate Unified CCX in SRTP-enabled mode.