Scenarios
Cisco Unified Contact Center Enterprise (Unified CCE) is supported only in a virtualized environment.
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This Cisco Unified Contact Center Enterprise Installation and Upgrade Guide provides the Install and Upgrade details and procedures for both 12.5(1) release and 12.5(2) maintenance release. |
Installation Scenario
The Unified CCE components are supported on the following platform in 12.5(1) release.
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Microsoft Windows Server 2016 and Microsoft SQL Server 2017
The CCE components are supported on the following platforms in 12.5(2) release.
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Microsoft Windows Server 2016 and Microsoft SQL Server 2017
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Microsoft Windows Server 2019 and Microsoft SQL Server 2019
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The cross combination of platforms is not supported. For example, Windows Server 2016 with SQL Server 2019 or Windows Server 2019 with SQL Server 2017. |
In a virtualized environment, you can run Unified CCE on a VMware ESXi platform. Run the virtual machines (VMs) on Cisco Unified Computing System (UCS) C-series servers, or equivalent third-party servers.
Install the Unified CCE components after you configure the VMs.
You can use the OVA template to deploy the VMs before beginning with the installation of Unified CCE components.
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Deploying VM with Guest Operating System ‘Microsoft Windows Server 2019’ on ESXi 7.0 using CCE OVA template displays a warning message, “The configured guest OS (Microsoft Windows Server 2016 or later (64-bit)) for this virtual machine does not match the guest that is currently running (Microsoft Windows Server 2019 (64-bit)). You should specify the correct guest OS to allow for guest-specific optimization”. This warning message is informational only and has no detrimental effect on the system. This warning message is displayed only once and can be ignored. |
The Unified CCE 12.5(2) installer is available as an add-on release to Unified CCE 12.5(1). Therefore, complete the installation of the base Unified CCE 12.5(1) before applying Unified CCE 12.5(2).
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During Unified CCE installation on Windows Server 2019 and SQL Server 2019, SQL Server Security Hardening optional configuration should not be selected as part of the installation steps. Unified CCE services should be started only after installing Unified CCE 12.5(2) for Windows Server 2019 and SQL Server 2019 support. The SQL Security Hardening can be applied post installation using the Security Wizard tool. Common Ground Upgrade is not supported if the platform upgrade from Windows Server 2016 and SQL Server 2017 to Windows Server 2019 and SQL Server 2019 is planned as part of upgrade process. Technology Refresh Upgrade is the supported upgrade option for platform upgrade. Fresh Install on Windows Server 2019 and SQL Server 2019 is supported. Fresh Install, Common Ground Upgrade, and Technology Refresh Upgrade is supported for Microsoft Windows Server 2016 and Microsoft SQL Server 2017 platform, where platform upgrade is not planned. |
Upgrade Scenarios
Upgrading to Unified CCE 12.5(2) from Unified CCE 12.5(1) is the same as upgrading or applying any other maintenance release.
You can upgrade from Unified CCE 12.0(1) to Unified CCE 12.5(1) or Unified CCE 12.5(2) by using one of the following two methods:
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Common Ground Upgrades: The Common Ground method is an in-place upgrade performed on your existing virtual machine which involves upgrading the Cisco Unified Contact Center Enterprise and all other associated software that is hosted on it. If your hardware meets the requirements for this release, you can perform a Common Ground upgrade without acquiring extra hardware.
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Common Ground Upgrade is not supported if the platform upgrade from Windows Server 2016 and SQL Server 2017 to Windows Server 2019 and SQL Server 2019 is planned as part of upgrade process.
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Technology Refresh Upgrades: Use the Technology Refresh upgrade method to upgrade your hardware at the same time as the Cisco Unified Contact Center Enterprise system. When using the Technology Refresh method, you prepare a destination system on new hardware and then migrate data from your existing deployment to the new one.
Follow the documented procedures to build a parallel network using new hardware and pre-stage it with configuration data to support the existing production network. Use the Enhanced Database Migration Tool (EDMT) to transfer data and perform a schema upgrade during the upgrade process. Do not use backup and restore procedures to perform the pre-staged configuration on the parallel network.
Upgrade scenarios are considered at a component level; you can perform one type of upgrade on one component, and another type of upgrade on another component. However, the A and B side of any given component must be running on identical hardware.
Follow the task flow and tasks for the upgrade scenario that applies to each individual component involved in the overall upgrade.
The upgrade from Unified CCE 12.0(1) to Unified CCE 12.5(1) or Unified CCE 12.5(2) is specific to Unified CCE components (for example, Router, peripheral gateway, and so on).
Refer Fresh Install or Technology Refresh Upgrade section for details on prerequisites for installing Unified CCE components on Windows Server 2019 and SQL Server 2019 platform.
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While upgrading from previous versions of Unified ICM / Unified CCE using the base installer for the current release, make sure that there are no other Windows sessions that are active. These sessions may have inadvertently left some Unified CCE tools like Configuration Manager open. This can prevent the tools from getting upgraded appropriately and this can cause the tool to malfunction or assert. The installer logs indicate that some files were locked, during the upgrade. To resolve the issue with these tools that were not upgraded, you need to re-run the base installer and ensure that no other windows sessions are open. |