Unified CVP Migration

If there is a change in platform of a later release of Unified CVP, migration from the existing release to the later release is required. For example, moving from Unified CVP 10.5(1) to Unified CVP 11.6(1) is considered a migration because it involves a change in operating system, platform, or architecture of the later release.

Migration can also involve moving to a new hardware or a software and moving from one database to another database. Migration of database requires converting the data into a common format that can be used as output from the old database and saved into the new database.


Note

If you have enabled secure communication, see the Unified CVP Security chapter in Configuration Guide for Cisco Unified Customer Voice Portal for instructions on uploading certificate for the secure communication.

Premigration Tasks

Before you begin

  • Back up the Unified CVP installation files and data onto a different computer for redundancy.


    Important
    You cannot roll back to an earlier version of Unified CVP after you initiate migration. Back up the installation files and data before you begin the migration process.

  • Uninstall Cisco Security Agent.

  • (Optional) Deploy additional servers if you choose to deploy Reporting Server.

  • (Optional) Standalone distributed diagnostics and service network (SDDSN) is no longer required. If you have SDDSN servers, decommission these servers or use them for another purpose.

  • Deploy Operations Console. For deployment of Operations Console, see Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

  • (Optional) Gatekeepers are not required in SIP implementations. Decommission gatekeepers or in some cases convert them to use as ingress or VXML gateways (or both) if you choose to use SIP for the implementation.

  • (Optional) SIP Proxy servers and DNS servers for SIP message routing are optional components for SIP implementation. Add these components to the network if you intend to use them.


    Note
    SIP Proxy servers and DNS servers cannot co-reside with other Unified CVP product components.

  • Ensure that the version of Cisco IOS supports the required hardware.


    Note
    If you are using an older gateway or gatekeeper hardware, the version of Cisco IOS that is required in this release may no longer support the required hardware. Hence, you need to purchase new hardware.

  • Migrate the operating system from Windows 2003 SP2 to Windows Server 2008 R2 SP1, if required. For more details on whether a change in platform is required, see the Upgrade Path section.

  • Migrate the operating system from Windows Server 2008 R2 SP1 to Windows Server 2012 R2 Standard Edition. For more information, see the Upgrade to Windows Server 2012 R2 Standard section.

Migrate Operations Console

To migrate Operations Console, back up and restore the CVP Operations Console configuration. To know whether a change in platform is required, see the Upgrade Path section.

Back Up Operations Console Configuration

Procedure

Step 1

Log in to Operations Console.

Step 2

On the Operations Console page, click System > Export System Configuration > Export.

Step 3

Manually copy the sip.properties file.

CVP Operations Console cannot export the sip.properties file.

For more information on Unified CVP Console Configuration, see Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

Step 4

Save the CVP-OpsConsole-Backup.zip file.

What to do next

  • Save the exported configuration and custom files on network storage media or a portable storage media.

  • Ensure that you are able to access the shared storage media from the Windows Server Machine.

Restore Operations Console Configuration

Before you begin

Procedure

Step 1

Stop Cisco Resource Manager Windows service.

  1. Click Start > All Programs > Administrative Tools > Services.

  2. In the list of services names, select Cisco Resource Manager Windows and click Stop.

Step 2

Import the saved Operations Console configuration.

  1. On the Operations Console page, click System > Import System Configuration.

  2. Click Browse and select the filename from the location where you saved the Operations Console configuration files of the previous version.

  3. Click Import.

  4. Copy the custom files, license files, and sip.properties files from the location where you saved the Operations Console configuration to their corresponding Unified CVP directories to complete the restore operation.

    Note 

    If you have not restored the backup containing the user-related information from the earlier version of Unified CVP, then skip to Step 5.

Step 3

In the Operations Console page, click Device management > Reporting Server > Database Administration.

Step 4

Delete the Reporting Users that are created in the earlier version of Unified CVP.

Note 

Creating the new users that are the same as the existing users does not work.

Step 5

Set the same password for the existing user that you imported from the earlier versions of CVP Operations Console.

  1. Click Server Manager > Configuration > Local Users and Groups > Users.

  2. Right-click the existing username and click Set Password.

  3. On the Set Password screen, click Proceed.

  4. Type the old password and confirm the new password.

  5. Click OK.

Step 6

Restart Cisco Unified CVP Operations Console and Cisco CVP Resource Manager Windows.

  1. Click Start > All Programs > Administrative Tools > Services.

  2. Select Cisco CVP Operations Console Server.

  3. Click Restart.

    The CVP Operations Console Server service starts in the Services window.

  4. Select Cisco CVP Resource Manager Windows.

  5. Click Restart.

    The Cisco CVP Resource Manager Windows starts in the Services window.

All the existing CVP Operations Console data including the CVP Operations Console login credentials get overwritten by the new data that is imported from the saved CVP Operations Console configuration.

Secure Communication with Operations Console

Procedure

To secure communication between Operations Console and CVP components, on the Operations Console page, click Enable Secured Communication with the Operations Console.

For configuring the security certificate exchange between Operations Console and CVP components, see the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

Migrate Unified CVP Call Server

Before you begin

  • Back up existing Unified CVP installation onto a different computer for redundancy.

  • If you are migrating your operating system, assign the IP address and hostname of the previous Unified CVP to the later release.

  • Install the latest Unified CVP server component.

Procedure

Step 1

Log in to Operations Console and select Device Management > Unified CVP Call Server.

Step 2

Select the Unified CVP Call server with the chosen IP address and the hostname.

Step 3

Click Edit.

Step 4

Click Save and Deploy to deploy the configuration to Unified CVP Call Server.

Step 5

Click System > SIP Server Groups.

On the SIP Server Groups screen, verify that the data is populated from the previous OAMP configuration importing step.

Step 6

Click Save and Deploy and confirm that the operation has completed successfully.

Step 7

Select System > Dialed Number Pattern.

In the Dialed Number Pattern screen, verify that the data is populated from the previous OAMP configuration importing step.

Step 8

Click Deploy.

Step 9

Select Device Management > Media Server.

Step 10

From the Default Media Server drop-down list, choose the appropriate media server.

Step 11

Click Set.

Step 12

Click Deploy.

Step 13

From the Media Server that is installed on the computer, select Internet Information Services > Sites.

  • To add a new group to the list, click Add and select Everyone.
  • To give full control to group Everyone, check the Full Control check box.
Step 14

From the FTP site, click Restart to restart the FTP server.

Note 

If you want to configure Unified CVP Call Server as Media Server and use the agent greeting recording, then you must enable FTP on the Media Server. If Microsoft FTP Service is not enabled in Windows Services Control Panel, then set it to Automatic and start the service.

Migrate Unified CVP VXML Server

Before you begin

  • Ensure that the Unified CVP VXML Server and Unified Call Studio are of the same version so that Unified Call Studio can work with the Unified CVP VXML Server.

  • Ensure that you have licenses for all Unified CVP components.


    Note

    If you do not apply licenses to the migrated components, the software runs in evaluation mode.

  • Back up any custom audio files from %CATALINA_HOME%/webapps/CVP/audio.

  • Back up third-party libraries, such as .class or .jar files, at: 

    
%CVP_HOME%\VXMLServer\common\classes
%CVP_HOME%\VXMLServer\common\lib
%CVP_HOME%\VXMLServer\applications\APP_NAME\java\application\classes
%CVP_HOME%\VXMLServer\applications\APP_NAME\java\application\lib
%CVP_HOME%\VXMLServer\applications\APP_NAME\java\util

    where APP_NAME is the name of deployed voice application.

  • Install Unified CVP Server. See Install Unified CVP Server.

Procedure

Step 1

Log in to Operations Console and select Device Management > Unified CVP VXML Server.

Step 2

Select the Unified CVP VXML Server with the chosen IP address and the hostname.

Step 3

Click Edit and select the Unified CVP VXML Server configuration for editing.

Step 4

Click Save and Deploy to deploy the configuration to the new Unified CVP VXML Server.

Step 5

(Optional) If you need a secure connection between the Operations Console and Unified CVP VXML Server, configure SSL certificates.

Step 6

Upload the license file to the new Unified CVP VXML Server using Operations Console.

Step 7

Restore the audio files to the %CATALINA_HOME%\webapps\CVP\audio folder.

Step 8

Restart Cisco CVP VXML Server and VXMLServer service.

What to do next

To configure the Unified CVP VXML Server using Operations Console, see Configuration Guide for Cisco Unified Customer Voice Portal.

Migrate Unified Call Studio

Before you begin

  • Back up all audio files.

    Note

    Audio files are deployed to %CATALINA_HOME%\webapps\CVP\audio are deleted. %CATALINA_HOME% implies the Tomcat installation directory.

  • Launch the Call Studio application.

  • Ensure that you have licenses for all Unified CVP components.

    Note

    If you do not apply licenses to migrated components, then the software runs in the evaluation mode.

  • In the Navigator view, right-click the project, and click Export.

    Note

    Export Unified Call Studio projects to offline media, if they are not stored in version-control systems. You can export multiple projects simultaneously by unchecking them from the list that Export wizard displays.

Procedure

Step 1

Select the Existing Cisco Unified CVP Project into Workspace option to import the projects.

The import process upgrades the projects to the format of the new release, if necessary.

Note 

If you check out applications from a source repository rather than importing from the file system, you can still import the applications to Call Studio project to start the conversion process. In addition, for the first check-in after importing, all files in each project are considered modified and you need to update them in the repository.

Step 2

Recompile any custom components that were compiled in the earlier versions of Java.

Review the list of Java changes that may affect backward compatibility and make any required updates. You can locate the compatibility page at http://java.sun.com/j2se/1.7.0/compatibility.html.

Step 3

Deploy all projects, including the newly recompiled components from the previous step, to the appropriate Cisco Unified CVP VXML Servers.

Use Operations Console for bulk transfer of the project to multiple Unified CVP VXML Servers in one step.

VXML Gateway Adapter

Gateway adapters are small plug-ins installed on VXML Server that provide compatibility with a particular Voice Browser. Once installed, all Unified CVP voice elements (and all custom voice elements not using browser-specific functionality) work on that Voice Browser.

Starting from Release 10.5 onwards VXML Server supports the following gateway adapters:

  • Cisco DTMF: Generates the grammar for DTMF detection at Cisco Gateway.

  • VXML 2.1 with Cisco DTMF: Generates the grammar for DTMF detection at Cisco Gateway using VXML 2.1 tags.

  • Nuance 10: Generates the grammar for Speech and DTMF detection on the Nuance 10 server.

  • VXML 2.1 with Nuance 10: Generates the grammar for Speech and DTMF detection on the Nuance 10 server using VXML 2.1 tags

  • Speech: Generates the grammar for Speech and DTMF detection on the SpeechWorks server.

  • VXML 2.1 with Speech: Generates the grammar for Speech and DTMF detection on the SpeechWorks server using VXML 2.1 tags


Note

Nuance 10 or Speech adapter can process the grammars that are present on Nuance 10 or Speech server respectively; however, Cisco DTMF adapter can process the grammars that are present locally on the Cisco IOS gateway.

The following table provides the gateway adapter mapping to be used, while migrating from older version of Call Studio to Release 10.5(1) and onwards.

Adapters Prior to Release 10.5

New adapters from Release 10.5 onwards

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 with Cisco DTMF

Cisco DTMF

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 VoiceXML 2.1 with Cisco DTMF

VXML 2.1 with Cisco DTMF

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 with Nuance 8.5

Nuance 10

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 VoiceXML 2.1 with Nuance 8.5

VXML 2.1 with Nuance 10

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 with OSR 3

Nuance 10

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 VoiceXML 2.1 with OSR 3/Nuance 9

VXML 2.1 with Nuance 10

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 with Speech

Speech

Cisco Unified CVP 4.1/7.0/8.0/8.5/9.0 VoiceXML 2.1 with Speech

VXML 2.1 with Speech

Migrate Unified CVP Reporting Server

Before you begin

Retain the call data during migration by unloading the existing databases of Unified CVP.

Procedure

Step 1

Unload data from Reporting Server Database.

Step 2

Uninstall Reporting Server.

Step 3

Upgrade Microsoft Windows Server.
Step 4

Install Reporting Server.

Step 5

Load data to Reporting Server Database.

Step 6

Configure Unified CVP Reporting Server in Operations Console.

Prepare Unified CVP Reporting Server

Procedure

Step 1

Install Unified CVP Reporting Server on Windows Server.

Note 

Ensure that the Unified CVP Reporting database is active.

Start the Informix IDS - CVP service in Windows Service Manager.

Step 2

From the command prompt, run dbaccess, and then select a database.

Step 3

Select the following databases and press Return.

  • callback

  • ciscoadmin

  • cvp_data

Unload Data from Reporting Server Database

Procedure

Step 1

Log in as cvp_dbadmin user to Unified CVP.

Step 2

Stop Cisco CVP Call Server service from Windows Service Manager.

Note 

Ensure that enough disk space is available to unload data. To check the disk space (in MB), run the query:

select sum(tabsize(tabname)) from systables where tabid>99

-OR- go to OAMP > Unified CVP Reporting Server > Database Administration > Database details.

Step 3

Access the Unified CVP installation file.

Step 4

From the command prompt, change the directory to the migration folder.

Note 

You can also copy the migration folder to the local disk and run the unload script directly.

Step 5

Locate the migrate_unload.bat file.

Step 6

By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the default path, then update the path in unl.sql:

create procedure unld(path char(128) default "c:\migration\") RETURNING char(128)

Step 7

Run the following command to unload the Reporting Server database:

migrate_unload.bat

After running the script, a set of .unl files is created under the path provided. The .unl files are exported to c:\migration. This folder must have full access permission for cvp_dbadmin user.

Step 8

Copy the exported migration folder to the Unified CVP database Reporting Server.

Note 

Reduce the retention period for data and execute a purge to reduce the data to migrate.
Step 9

Start Cisco CVP Call Server service from Windows Service Manager.

Load Data to Reporting Server Database

Procedure

Step 1

Open the Unified CVP installation file.

Step 2

Stop Cisco CVP Call Server service from Windows Service Manager.

Step 3

Go to CVP > Migration.

Step 4

Copy the migration folder to the local disk and run the load script directly. From the command prompt, change the directory to the migration folder.

Step 5

On the local disk, locate the .unl files that you want to load into the Unified CVP database and copy them into the migration folder.

Step 6

Run the following command as an administrator to load the Unified CVP database: migrate_load.bat

Note 

If the .unl files are located in c:\migration, you must run the script load as migrate_load.bat.

This script loads all the three Unified CVP Reporting databases with the previous call data to the Unified CVP Reporting database.

Note 

The load runs at a rate of about 1.5GB/hour.
Step 7

Start Cisco CVP Call Server service from Windows Service Manager.

Configure Reporting Server in Operations Console

Procedure

Step 1

Import the Operations Console configuration and redeploy the Unified CVP Reporting Server to retain the same IP address as that of Unified CVP.

Step 2

If the IP address of the server is changed, then delete the previous instance of the server and add the new Unified CVP Reporting Server to Operations Console, and then deploy the server.

Upgrade VM Network Adapter from E1000 to VMXNet 3

Before you upgrade the operating system of the virtual machine from Windows Server 2008 R2 SP1, upgrade the VM network adapters to VMXNet3. Unified CVP 11.6(1) requires VMXNet3 network adapters. If you upgrade the operating system to Windows Server 2012 R2 Standard Edition without upgrading to VMXNet3, the static IP configuration on the ethernet adapter resets to automatic after the Windows upgrade.

Procedure

Step 1

Record the network settings, including the IP addresses, dubnet masks, default gateway, DNS, persistent static routes, and MAC address of the network adapter.

Important 

You need these values to re-create the configurations on the new virtual machine network adapter. For more information, see Save MAC Address of Virtual Machine Network Adapter.

Step 2

Stop the Unified CVP Server. The CVP Server cannot be active during reconfiguration of the network adapter.

Step 3

Add the VMXNet 3 network adapter:

  1. Select Edit Settings from the VM context menu.

  2. Click Add on the Hardware tab.

  3. Select Ethernet Adapter in the Device Type page and click Next.

  4. Select VMXNet 3 from the Adapter Type drop-down list and click Next.

  5. Select the network port group from the Network label drop-down list and click Finish.

Step 4

Apply the network settings that you recorded in Step 1 from the E1000 network adapter to the VMXNet 3 network adapter.

Step 5

Enable the VMXNet 3 network adapter.

Step 6

Remove the E1000 network adapter:

  1. Select Edit Settings from the VM context menu.

  2. Select the E1000 network adapter on the Hardware tab.

  3. Click Remove and then click Finish.

Step 7

Remove the E1000 network adapter from VMs for CallServer/VXMLServer, Operations Console and Reporting Servers:

  1. Select Edit Settings from the VM context menu.

  2. Select the E1000 network adapter on the Hardware tab.

  3. Click Remove and then click Finish.

Step 8

Use traceroute to test the network connectivity.

Step 9

Re-enable the Unified CVP services.

Save MAC Address of Virtual Machine Network Adapter

Complete the following procedure to preserve the MAC address of the virtual machine network adapter.

Procedure

Step 1

Right-click the Unified CVP virtual machine and click Edit Settings.

Step 2

On the Hardware tab, select the Network adapter used by the virtual machine to connect to the network.

Step 3

Record the value that is in the MAC address field.

Step 4

Save the MAC address.

Step 5

From the Hardware Settings tab, click Add Hardware.

Step 6

From the Adapter Type drop-down list, change the adapter type to VMXNET3.

Step 7

Under the MAC Address field, select Manual.

Step 8

In the MAC Address field, enter the MAC address you recorded.

Step 9

Click OK.

Step 10

Restart the virtual machine.

Upgrade Windows Server

Microsoft supports an in-place upgrade of operating system.

Complete the following procedure to upgrade from Windows Server 2008 R2 SP1 to Windows Server 2012 R2 Standard Edition on all virtual machines for server-based applications.

Before you begin

  • As a precautionary measure, follow the steps listed under the Preupgrade Tasks section to preserve the existing version of CVP.

  • Upgrading to Windows Server may delete static network configuration (for private and public interfaces) for all Windows virtual machines. Record your static network configurations, including TCP/IP IPv4 information before upgrading. Reconfigure these settings after the upgrade completes.

  • Ensure that you have upgraded the virtual hardware in the following order:

    1. Configure Virtual CPU Settings.

    2. Upgrade Virtual Memory.

    3. Upgrade Virtual Machine Hardware Version.

    4. Expand Disk Space of Virtual Machines.

  • Ensure that latest version of VMware Tools software is installed.

  • Ensure that ESXi version of the host is ESXi 5.5 update 2, ESXi 6.0 update 2 or ESXi 6.5 or later.

  • For operating system requirement, see the Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.

  • Change the guest operating system to Microsoft Windows Server 2012 (64 bit). To do so, right-click the virtual machine, and select Edit settings > Options > General Options. Select the guest operating system as Microsoft Windows Server 2012 (64 bit).

Procedure

Step 1

Mount Windows Server 2012 R2 Standard Edition ISO image to the virtual machine.

Step 2

Select Run setup. exe.

Step 3

Click Install Now.

Step 4

Select Go online to install updates now (recommended).

Step 5

Enter the product key for Windows Server Edition and click Next.

Step 6

Select Windows Server 2012 R2 Standard (Server with a GUI) and click Next.

Step 7

Accept the license terms and click Next.

Step 8

Select Upgrade: Install Windows and keep files, settings, and applications and click Next.

The upgrade begins. After the upgrade is complete, the system restarts without prompting.

Step 9

To retain existing Unified CVP configurations, files, services, and all associated settings intact after the inplace upgrade to Windows Sever 2016, select Keep personal files and apps. Then click Next.

Note 

If you select Nothing, everything (including Unified CVP) in the existing Windows Server 2012 VM will be erased, and the system will be set up as a new Windows Server 2016 VM.

Step 10

In case a Window is displayed with the title What needs your attention, click Confirm to proceed because existing Unified CVP on Windows Server 2012 has been successfully validated to be working on Windows Server 2016 when such an upgrade process is followed.

Step 11

Use your existing credentials to log in to the system and ensure that Unified CVP-related services are up and running after the completion of Windows Server 2012 platform upgrade to Windows Server 2016.

Unified CVP Redeployment

You can redeploy an existing Unified CVP component from Operations Console.

Redeploy Unified CVP Reporting Server

Procedure

Step 1

Reinstall the Unified CVP Reporting Server.
Step 2

Save and deploy the Unified CVP Reporting Server in Operations Console.
Step 3

Update the Unified CVP Reporting Server license.
Step 4

Restart the Unified CVP Reporting Server.
Step 5

Redeploy courtesy callback system-level configuration, if applicable.
Step 6

Redeploy SNMP configuration, if applicable.