Upgrade Overview
Unified CCE Redundant Central Controller Upgrade Flow
The Unified CCE central controller consists of the Logger, Router, and Administration & Data Server. When upgrading the Unified CCE portion of your Cisco Contact Center, the central controller is upgraded before the other Unified CCE components. While one side (Side A or B) of the redundant system is being upgraded, the other side (Side A or B) operates in stand-alone mode.
For redundant systems, the general flow for upgrading the Unified CCE central controller is as follows:
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Upgrade the Side A Logger and Router along with the Administration & Data Server identified to be upgraded first to verify operations on the upgraded Side A Logger and Router.
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Bring Side A into service and verify the operation. Side B is brought down as Side A is coming into service along with other non-upgraded Administration & Data Server(s).
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Upgrade the Side B Logger and Router along with remaining Administration & Data Server(s).
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Bring Side B into service and verify that duplexed operation begins.
Note |
For better performance, Media Routing PG (MR PG), Dialer, and Agent PG should be on the same VM. |
Update VM Properties
Rather than re-create the VMs in the new version of the OVA, you can manually update the VM properties to match the new OVA. Before you upgrade the Unified CCE or Cloud Connect components, update the properties of each VM to match the appropriate OVA, as follows:
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Stop the VM.
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Update the properties of each VM to match the properties of the appropriate OVA. Check the Virtualization for Unified Contact Center Enterprise at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html for descriptions of each OVA. Save your changes.
See https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-cloud-connect.html for details on Cloud Connect.
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Restart the VM.
Caution |
Be careful when you upgrade the virtual machine network adapters. Done incorrectly, this upgrade can compromise the fault tolerance of your Cisco Contact Center. |
SQL Security Hardening
You can optionally apply SQL security hardening when running the installer. If your company employs custom security policies, bypass this option. Most other deployments benefit from SQL security hardening.
Note |
During Unified CCE installation on to Windows Server 2019 and SQL Server 2019, you should not select SQL Server Security Hardening optional configuration as a part of the installation. You can apply the SQL Security Hardening post installation using the Security Wizard tool. |
For more information about SQL security hardening, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Self-signed Certificate for Unified CCE Web Application
Note |
As part of the upgrade of Unified CCE servers, self-signed certificates employed by Unified CCE web applications such as Unified CCE web administration tool and Websetup, may get regenerated. You must add the new certificates to the trust list on the appropriate end devices. |
Upgrade Tools
During the upgrade process, use the following tools as required:
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ICM-CCE-Installer—The main Unified CCE installer. It copies all files into relevant folders, creates the base registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft .NET Framework.
Note
Optionally, you can update the JRE installed by the Unified CCE Installer with a later version of the JRE. See Java Upgrades.
If the ICM-CCE installer installs JRE on the Windows platform, the system retains only the Cisco approved CA certificates in the java certificate store, and removes all the unapproved certificates.
Optionally, update the Apache Tomcat software. See Install Tomcat.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
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Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to create new databases, modify or delete existing databases, and perform limited SQL Server configuration tasks.
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Domain Manager—Used to provision Active Directory.
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Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
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Peripheral Gateway Setup—Used to set up PGs, the CTI server, and the Outbound Option dialer.
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ICM12.6.2.exe—The Unified CCE patch installer. It copies all files into relevant folders, updates the registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft .NET Framework.
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AdminClientInstaller—Installs the Administration Client on a system that is not running other Unified CCE components.
The AdminClientInstaller is delivered on the installation media with the installer.
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Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration Client Instances.
The Administration Client Setup is delivered on the installation media with the installer.
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Enhanced Database Migration Tool (EDMT)—A wizard application that is used for all upgrades to migrate the HDS, Logger, and BA databases during the upgrade process.
You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool Software Releases.
The prerequisites for running EDMT are:
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EDMT requires Microsoft® ODBC Driver 17 for SQL Server® and Visual C++ Redistributable for Visual Studio 2015 (or higher). The latest version of these packages can be downloaded from the Microsoft website. However, a copy of the same is also available in the Prerequisites folder of EDMT.
The EDMT displays status messages during the migration process, including warnings and errors. Warnings are displayed for informational purposes only and do not stop the migration. On the other hand, errors stop the migration process and leave the database in a corrupt state. If an error occurs, restore the database from your backup, fix the error, and run the tool again.
Note
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You can select either SQL Server Authentication or Windows Authentication during database migration. In certain scenarios, for example, where the source and destination machines are in different domains, SQL Server Authentication can be used.
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If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as an administrator.
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The installer, not the EDMT, upgrades the AW database for the Administration & Data Server.
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User Migration Tool—A standalone Windows command-line application that is used for all upgrades that involve a change of domain. The tool imports the previously exported user accounts into the target domain during the upgrade.
You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool Software.
Note
User Migration Tool cannot be used for migrating users that are SSO enabled.
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Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry in the source machine during the preupgrade process. The output of the tool is required on the destination machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil Tool from Cisco.com by clicking Contact Center Enterprise Tools.
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My Cisco Entitlements (MCE)—You can order software for upgrades in MCE if you have a valid SWSS or Flex contract. It is a secure one-stop platform where you can gain insights into your business, manage your Cisco products and services, and minimize risk.
You can access MCE from https://www.cisco.com/c/en/us/products/software/my-cisco-entitlements.html .