Post Technology Refresh Configurations

Packaged CCE 2000 Agents Deployment

Single-stage Configurations

Prerequisite:

Upload CA Certificates or import Self-signed Certificates of upgraded components.

The following table outlines the post-upgrade configurations required for components.


Note

  • If you have changed the IP address or hostname of a component, update the inventory for the respective component. For more information, see Update Inventory.

  • If you have rebuilt components, follow the tasks detailed in the following table.

Sequence

Task

1

Update Inventory

2

Configure CCE Components

3

Configure External HDS (optional)

4

Configure Customer Voice Portal

5

Configure Cisco Unified Customer Voice Portal Reporting Server (optional)

6

Configure Cisco IOS Enterprise Voice Gateway

7

Email and Chat (optional)

8

Configure Cisco Finesse

9

Configure Cisco Unified Intelligence Center

10

Configure Cisco Identity Service

11

Configure Cisco Unified Communications Manager

12

Register with Cisco Smart Software Manager

13

Complete Upgrade on the Destination Server

14

Synchronize Source Server to the Destination Server

Update Inventory

After you perform a Technology Refresh upgrade, sign in to the Unified CCE Administration of Principal AW on the destination server. On the Inventory page, you can update the IP address or hostname, and choose to rebuild Virtual Machines (VMs) for the upgraded solution components. For more information, see Update IP Address or Hostname.


Note
  • While you are updating the Inventory file, ensure to do the following:

    • If you are upgrading a hardware, update the VMWare ESXi server Side A host details (including HW layout) and Side B host details (without HW layout) in the VM_HOST machine type. This update has to be done along with other core machines.

      If you are upgrading a hardware from M4 Tested Reference Configuration to M5 Tested Reference Configuration, provide M5TRC as the HW layout. You can move from M3/M4 Tested Reference Configuration to M5 Tested Reference Configuration or Specification Based Configuration, but vice versa is not supported.

    • Update all Core machines with required details before updating Optional machines.

    • When you update the inventory for Rogger, AW-HDS-DDS, and PG, the Unified CCE services on these components get activated automatically.

    • Set the isReinstalled value to yes if you are setting up a new VM.

    • If you wish to use CUCM Publisher from the source server, you can either reuse the existing application user or create a new application user. To reuse the existing application user, provide the credentials of this user in the connectionInfo column while updating the CCE_PG. To create a new application user, provide a unique userName and password.

  • Do not delete any components while the Technology Refresh upgrade is in progress.

  • A banner appears on the Overview or Inventory page indicating that the Inventory has machines with IP address or hostnames not configured.

  • A banner appears on the Inventory page when the hardware refresh is in progress, providing an option to sync-all and cutover. It indicates that all AWs and both sides of Rogger, Logger, and Router are configured with correct IP address or hostnames.

Configure Customer Voice Portal

The following table outlines the Cisco Unified Customer Voice Portal (CVP) configuration tasks for Packaged CCE 2000 Agents deployment.

Note

The CVP configurations are site specific. Side A and Side B configurations per site must be the same.

Configuration Tasks

For CVP security details, see Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Configure SNMP

Solution Synchronization and Cutover

Synchronize Source Server to the Destination Server

During the staging and testing of the newer 12.6(x) systems, the existing 12.0(x)/12.5(x) production servers continue to process calls. On the day of the cutover, the data in the 12.6(x) staged servers can be updated with that of the production server, by running the EDMT tool on Logger, BA, AW, and HDS database on 12.6(x) staged systems.

This updates the database with production server schema version. However, due to the 12.6(1) database schema version being different from its base 12.0(1) or 12.5(1) version, the updated database is incompatible with 12.6(1). The administrator would have to manually use upgrade.exe utility to upgrade the database schema before starting the CCE Logger or Distributor service.

The utility is present in the icm\bin folder, and needs to be run against each of the database that was updated from the production server.

Perform the following steps to use the Upgrade.exe Utility:

<Install Drive>: \icm\bin>upgrade.exe -s <Server Name> -d <Database name> -dt <Database Type> -i <Instance Name> where <Database Type> - can be either " logger" or "hds", depending on the database that requires the schema to be upgraded.

For Example C:\icm\bin>upgrade -s PRGR-A -d abc_sideA -dt logger -i abc

# - The value as stored in columns Major, CCMinor, and AWMinor of Version table in the CCE database.


Note

  • Take a backup of Logger and AW-HDS-DDS databases on the destination server before synchronization.

  • Stop the Router, Logger, AW-HDS, and Apache Tomcat services on the destination servers before running EDMT tool while changing over to synchronize.

  • After each EDMT run, start the Router, Logger, AW-HDS, and Apache Tomcat services and do a manual synchronization on the destination server in the inventory. For more information, see Synchronize Components on the Destination Server using Inventory.

  • To be in sync with configuration details of the source server, EDMT can be run multiple times on the destination server. However, after first synchronization, if any of the following configuration changes are done in the CCE Administration on the source server, the changes won’t reflect on the destination server in subsequent synchronizations. So, these updates have to be manually configured on the destination server.

    • Cloud Connect integration, Default Media Server settings, Courtesy Callback, SIP Server Group, Route Pattern, and Locations

    • Addition, modification, or deletion of machines in the inventory
Synchronize Components on the Destination Server using Inventory
This procedure explains how to synchronize all solution components on the destination server.

Note

You can do a full synchronization of all components (using sync-all) from Principal AW; however it cannot be initiated after the cutover is completed.

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

On the banner message, click sync-all.

Step 3

Click Next to confirm initiating full synchronization.

Full synchronization may take several minutes.

Step 4

After the successful initiation of synchronization, click Done.

If initiation of synchronization fails, an error message appears. Click Close to exit and fix the error as required.

Complete Upgrade on the Destination Server
This procedure explains how to complete the upgrade on the destination server and make it ready for production.
Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

On the banner message, click cutover.

Step 3

Click Next to initiate validations for cutover.

  • If validations are successful, click Next to confirm initiating cutover.

  • If validations fail, an error message appears. Click the x icon to exit and fix the errors as required.

Step 4

After the successful completion of cutover, click Done.

Packaged CCE 4000 Agents Deployment

Single-stage Configurations

Prerequisite:

Upload CA Certificates or import Self-signed Certificates of upgraded components.

The following table outlines the post-upgrade configurations required for components.


Note

  • If you have changed the IP address or hostname of a component, update the inventory for the respective component. For more information, see Update IP Address or Hostname.

  • If you have rebuilt components, follow the tasks detailed in the following table.

Sequence

Task

1

Update Inventory

2

Configure CCE Components

3

Configure External HDS (optional)

4

Configure Cisco Unified Customer Voice Portal

5

Configure Cisco Unified Communications Manager

6

Configure Cisco Unified Intelligence Center

7

Configure Cisco Finesse

8

Configure Live Data

9

Configure Cisco Identity Service

10

Configure Cisco Unified Customer Voice Portal Reporting Server (optional)

11

Configure Cisco IOS Enterprise Voice Gateway

12

Configure Enterprise Chat and Email (ECE) (optional)

Email and Chat

13

 Configure Customer Collaboration Platform(CCP) (optional)

14

Register with Cisco Smart Software Manager

15

Complete Upgrade on the Destination Server

16

Synchronize Source Server to the Destination Server

Configure Cisco Unified Customer Voice Portal

The following table outlines the Cisco Unified Customer Voice Portal (CVP) configuration tasks for Packaged CCE 4000 or 12000 Agent deployments.


Note

The CVP configurations are site specific. Side A and Side B configurations per site must be the same.

Configuration Tasks

For CVP security details, see Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Configure SNMP

Configure Customer Collaboration Platform(CCP)

Follow the steps to create new feed for task routing, associate the feed to the campaigns and configure the CCE for Multichannel Routing Collaboration Platform.

Procedure

Step 1

Sign in to Unified Customer Collaboration Platform(CCP) with your Customer Collaboration Platform administrator account (https://<hostname/ IP address of CCP).

Step 2

In Customer Collaboration Platform, click on the Configuration tab.

Manage Feeds and Manage Campaigns screens are displayed.

Step 3

In the left panel, on Manage Feeds screen, click on New and create a new feed.

Step 4

In the right panel of the Manage Campaigns screen, click on New and create a new campaign.

You can create a new campaign and associate the available feed.

From the Administration tab, you can also associate the notificaitons to the campaign.

Step 5

In the Administration page, select CCE Configuration for Multichannel Routing.

Provide the details of Media Routing PG for Host Side A and Host Side B, and enter the port values. Click Save.

Multistage Configurations

Prerequisite:

Upload CA Certificates or import Self-signed Certificates of upgraded components.

The following table outlines the post-upgrade configurations required for each component.


Note

  • If you have changed the IP address or hostname of a component, update the inventory for the respective component. For more information, see Update IP Address or Hostname.

  • If you have rebuilt components, follow the tasks detailed in the following table.

Sequence

Components

Task

1

Cisco Identity Service

Update Core Machines

Configure Cisco Identity Service

2

Configure Enterprise Chat and Email (ECE) (optional)

Update Optional Machines

Email and Chat

3

Cisco Finesse

Update Peripheral Set

Configure Cisco Finesse

4

Cisco Unified Customer Voice Portal (CVP)

Update Peripheral Set

Configure Cisco Unified Customer Voice Portal

Configure Cisco Unified Customer Voice Portal Reporting Server (optional)

5

Cisco Virtualized Voice Browser

Update Optional Machines

6

Cisco IOS Enterprise Voice Gateways

Update Optional Machines

Configure Cisco IOS Enterprise Voice Gateway

7

Cisco Unified Intelligence Center

Update Core Machines

Configure Cisco Unified Intelligence Center

8

CCE Central Controller (CCE_AW, CCE_ROGGER1, CCE_ROUTER, CCE_LOGGER2)

Update Inventory

Configure CCE Components

9

External HDS (optional)

Update Optional Machines

Configure External HDS

10

Cisco Live Data

Update Core Machines

Configure Live Data

11

Peripheral Gateways

Update Peripheral Set

12

Customer Collaboration Platform

Update Optional Machines

Update IP Address or Hostname

Configure Customer Collaboration Platform(CCP)

13

Cisco Unified Communications Manager

Update Peripheral Set

Configure Cisco Unified Communications Manager

14

Cloud Connect

Update Optional Machines

12

CUSP

13

Third Party Multichannel

14

Not applicable

Register with Cisco Smart Software Manager

15

Complete Upgrade on the Destination Server

16

Synchronize Source Server to the Destination Server
1 Required in 4000 Agent deployments.
2 Router and Logger are required only in 12000 Agent deployments.

Update Inventory

After you perform a Technology Refresh upgrade, sign in to the Unified CCE Administration of Principal AW on the destination server. On the Inventory page, you can update the IP address or hostname, and choose to rebuild Virtual Machines (VMs) for the upgraded solution components. For more information, see Update IP Address or Hostname.

  • While you are updating the Inventory file, ensure to do the following:

    • Update all Core machines with required details before updating the Peripheral Set or Optional machines.

    • Set the isReinstalled value to yes if you are setting up a new VM.

    • In multistage Technology Refresh, during the Central Controller upgrade, EDMT invalidates all the component IP addresses. So, you must update the inventory for all components after upgrading the Central Controller.

  • When you update the inventory for Rogger3, Router, Logger4, AW-HDS-DDS, and PG, the Unified CCE services on these components get activated automatically.

  • Do not delete any components while the Technology Refresh upgrade is in progress.

  • A banner appears on the Overview or Inventory page indicating that the inventory has machines with IP address or hostnames not configured.

  • A banner appears on the Inventory page when the hardware refresh is in progress, providing an option to sync-all and cutover. It indicates that all AWs and both sides of Rogger, Logger, and Router are configured with correct IP address or hostnames.

Packaged CCE 12000 Agents Deployment

Single-stage Configurations

Prerequisite:

Upload CA Certificates or import of upgraded components.

The following table outlines the post-upgrade configurations required for components.


Note

  • If you have changed the IP address or hostname of a component, update the inventory for the respective component. For more information, see Update IP Address or Hostname.

  • If you have rebuilt components, follow the tasks detailed in the following table.

Sequence

Task

1

Update Inventory

2

Configure CCE Components

3

Configure External HDS (optional)

4

Configure Cisco Unified Customer Voice Portal

5

Configure Cisco Unified Communications Manager

6

Configure Cisco Unified Intelligence Center

7

Configure Cisco Finesse

8

Configure Live Data

9

Configure Cisco Identity Service

10

Configure Cisco Unified Customer Voice Portal Reporting Server (optional)

11

Configure Cisco IOS Enterprise Voice Gateway

12

Configure Enterprise Chat and Email (ECE) (optional)

Email and Chat

13

Configure Customer Collaboration Platform(CCP) (optional)

14

Register with Cisco Smart Software Manager

15

Complete Upgrade on the Destination Server

16

Synchronize Source Server to the Destination Server

Multistage Configurations

Prerequisite:

Upload CA Certificates or import Self-signed Certificates of upgraded components.

The following table outlines the post-upgrade configurations required for each component.


Note

  • If you have changed the IP address or hostname of a component, update the inventory for the respective component. For more information, see Update IP Address or Hostname.

  • If you have rebuilt components, follow the tasks detailed in the following table.

Sequence

Components

Task

1

Cisco Identity Service

Update Core Machines

Configure Cisco Identity Service

2

Configure Enterprise Chat and Email (ECE) (optional)

Update Optional Machines

Email and Chat

3

Cisco Finesse

Update Peripheral Set

Configure Cisco Finesse

4

Cisco Unified Customer Voice Portal (CVP)

Update Peripheral Set

Configure Cisco Unified Customer Voice Portal

Configure Cisco Unified Customer Voice Portal Reporting Server (optional)

5

Cisco Virtualized Voice Browser

Update Optional Machines

6

Cisco IOS Enterprise Voice Gateways

Update Optional Machines

Configure Cisco IOS Enterprise Voice Gateway

7

Cisco Unified Intelligence Center

Update Core Machines

Configure Cisco Unified Intelligence Center

8

CCE Central Controller (CCE_AW, CCE_ROGGER5, CCE_ROUTER, nd CCE_LOGGER6)

Update Inventory

Configure CCE Components

9

External HDS (optional)

Update Optional Machines

Configure External HDS

10

Cisco Live Data

Update Core Machines

Configure Live Data

11

Peripheral Gateways

Update Peripheral Set

12

Customer Collaboration Platform

Update Optional Machines

Update IP Address or Hostname

Configure Customer Collaboration Platform(CCP)

13

Cisco Unified Communications Manager

Update Peripheral Set

Configure Cisco Unified Communications Manager

14

Cloud Connect

Update Optional Machines

12

CUSP

13

Third Party Multichannel

14

Not applicable

Register with Cisco Smart Software Manager

15

Complete Upgrade on the Destination Server

16

Synchronize Source Server to the Destination Server
5 Required in 4000 Agent deployments.
6 Router and Logger are required only in 12000 Agent deployments.

Packaged CCE Lab Only Deployments

This section provides information about the post-upgrade configurations required for components in Packaged CCE Lab Only deployments.

Packaged CCE Lab Only deployments can be configured as simplex systems or duplex systems in 2000 Agent deployments. For more information on the required configurations, see Single-stage Configurations.

3 Applicable only in 2000 and 4000 Agent deployments.
4 Router and Logger are applicable only in 12000 Agent deployments.