Technology Refresh Upgrade Process

You can perform Technology Refresh Upgrade as a single-stage upgrade or a multistage upgrade.

  • Single-stage upgrade: set up all virtual machines (VMs) required for a Packaged CCE solution (rebuild) on a different hardware.

  • Multistage upgrade: set up or upgrade the required set of components on a different hardware.

The tasks involved in the Technology Refresh upgrade are:

  • Deploy components as per your requirements.

  • Migrate CCE databases using the Enhanced Database Migration Tool (EDMT) and upgrade the CCE components. You can upgrade the other solution components also.

  • Update the IP address or hostname of components.

  • Synchronize components and complete the upgrade on the destination server.

Upgrade Path

You can upgrade from Packaged CCE 12.0(1) or Packaged CCE 12.5(1) to Packaged CCE 12.6(1), where 12.6(1) is a patch installer on 12.5(1) base installer.

Note
Use 12.5(x) EDMT to upgrade from Packaged CCE 12.0(1) to Packaged CCE 12.5(1).

Prerequisites and Important Considerations

NTP Configuration Requirements

Packaged CCE relies on time synchronization. Properly configuring NTP is critical for reliability of reporting data and cross-component communication. It's important to implement the requirements outlined in NTP and Time Synchronization.

Upgrade Tools


Note

During Unified CCE installation on to Windows Server 2019 and SQL Server 2019, SQL Server Security Hardening optional configuration should not be selected as part of installation. SQL Security Hardening should be applied post Unified CCE installation using Security Wizard tool.

Unified CCE services should be started only after for Windows Server 2019 and SQL Server 2019 support is installed.

During the upgrade process, use the following tools:

  • 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.

    You cannot run the installer remotely. Mount the installer ISO file only to a local machine.

  • ICM12.6.1.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.

  • Enhanced Database Migration Tool (EDMT)—A wizard application that is used for upgrades to migrate the Logger, BA, AW, and HDS databases.

    You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool Software Releases.

    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, fix the error, and run the tool again.

  • Regutil Tool—Used in Technology Refresh upgrades, the tool exports the Cisco Systems, Inc. registry from 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.

Packaged CCE 2000 Agents Deployment

Packaged CCE solution upgrade for 2000 Agent deployments can be done in single-stage on both main site and remote sites (if applicable). In a single-stage upgrade, all components are upgraded and taken to completion. For more information, see Single-stage Upgrade.

Single-stage Upgrade

For single-stage upgrades, perform the tasks detailed in the following table.

Task

Upgrade Tasks

Technology Refresh Upgrade Task Flow

Postupgrade Tasks

See Post Technology Refresh Configurations section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Technology Refresh Upgrade Task Flow

For single-stage upgrades, perform the tasks detailed in the following table. You can either:

  • set up all virtual machines required for a Packaged CCE solution (rebuild) on a different hardware or

  • upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware


Note

Component Group

Components

Notes

Platform Orchestration, Hybrid Features

Cloud Connect

If you have Cloud Connect in your environment, refer the Update VM Properties section in Upgrade Considerations for Cloud connect upgrade prerequisite to increase the hard disk and RAM before you upgrade the component.

If you don't have Cloud Connect in your environment, and you use any Hybrid feature or Orchestration, fresh install Cloud Connect. For fresh install instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html
Queuing and self-service

Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio)

For CVP installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html

After upgrading the Unified CVP servers, add the CVP machines to the domain. For more information, see Add Machine to Domain.

Gateways

Cisco Virtualized Voice Browser (VVB)

For more information, see the Installation and Upgrade Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-guides-list.html.

  • IOS Gateways (If used for ingress access only)

  • IOS VXML Gateways

Upgrade Cisco Voice Gateway IOS Version

Agent and supervisor desktops and Reporting

ECE

For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration Guide for Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html

Cisco Finesse

For Finesse installation or upgrade instructions, see the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.

CUIC-LD-IDS

CUIC (Reporting Templates)

Install or upgrade Cisco Unified Intelligence Center with Live Data and Identity Service (IdS).

For CUIC upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
Unified CCE Controller

Unified CCE Rogger and AW-HDS-DDS
The CCE components upgrade requires the following maintenance windows on the source server:

  • First maintenance window to shut down services on Side A of source components.

  • Second maintenance window in the middle of the upgrade to cutover from Side B to Side A. You must bring down Side B before you bring up Side A.

Unified CCE Rogger Side A

Migrate the Logger database and upgrade Side A Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side A

Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

Unified CCE Rogger Side B

Migrate the Logger database and upgrade Side B Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side B

Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs.

External HDS

Migrate the AW and HDS Database & Upgrade the External HDS

Unified CCE Router

Enable Configuration Changes

Database Performance Enhancement

Database Performance Enhancement

Unified CCE Peripheral Gateways and associated components

Peripheral Gateways

Upgrade Peripheral Gateways

You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs.

Outbound Option Dialer

Upgrade the Outbound Option Dialer:

Upgrade Outbound Option Dialer

To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Customer Collaboration Platform

For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html.

Call Processing Components

Cisco Unified Communications Manager (Unified Communications Manager)

For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html
Disable Configuration Changes
Procedure

To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance.

Caution

 

Make sure that you do not perform inventory1 and configuration2 changes on the source server before the cutover is complete. Else, you will have to do these updates manually in the inventory on the destination server.

Export the Server Registry

Export the Cisco registry on each source machine that is involved in a Technology Refresh upgrade.

During the upgrade process, you are prompted for the path to the exported registry file location. Perform the following procedure and note the location of the resulting file for later in the upgrade process.

Each time you run the RegUtil with the export option, if a RegUtil_<hostname>.dat file exists, the utility renames that file to RegUtil_<hostname>.dat.bak<number>.

Procedure

Step 1

Open a command prompt and change the directory to the location where the RegUtil.exe resides.

Step 2

Run the RegUtil tool to export the Cisco Systems, Inc. registry using the following command: RegUtil -export [target directory] , for example, <ICM install directory>:\icm\bin>RegUtil -export C:\RegUtil

The target directory must have write access. Therefore, you cannot select the install media on a DVD. The target directory is optional. If it is not specified, the tool outputs the result of the Registry export to the current directory. The output filename is of the format RegUtil_<hostname>.dat, where hostname is the name of the source machine.

Migrate the Logger Database and Upgrade the Rogger
Before you begin

  • 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.

  • 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.

  • Create a shared folder in any desired location. Ensure that:

    • In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.

    • In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.


      Note
      If the user group everyone is not available, add it using the Add button.
Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE services on the Router and Logger, on the source server.

Step 2

(Optional) If Outbound Option High Availability is deployed, disable Outbound Options High Availability. For details, see Disable Outbound Options High Availability (If Applicable).

Step 3

Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 4

Run the EDMT from the server that will host the destination Logger and click Next.

Step 5

Select Technology Refresh and click Next.

Step 6

Under Source Database Connection, complete the following fields:

  • From the Authentication drop-down list, select SQL Server Authentication or Windows Authentication (default).

  • In the HostName/IP Address field, enter the IP address or hostname of the source server with the Logger database.

  • In the SQL Server Port Number field, enter the TCP or IP port in which the source SQL Server runs. This field defaults to1433, the standard SQL Server port.

  • Enter the values in Domain Name, Username, and Password fields.

    Note

     

    • For SQL Server Authentication, enter the SQL Server credentials and the domain name (if applicable) for the selected database.

    • For Windows Authentication, the Domain Name, Username, and Password fields are disabled. Windows Single Sign-On (SSO) uses your Windows authentication cached credentials to connect to the selected database.

  • Click Refresh Database List to refresh the list of available Unified ICM databases on the server.

  • In the Database Name, select the Logger database.

Step 7

Under Destination Database Connection, complete the following fields:

  • In the Authentication drop-down list, use Windows Authentication (default).

  • In the SQL Server Port Number field, enter the TCP or IP port in which the destination SQL Server runs. This field defaults to1433, the standard SQL Server port.

    Note

     

    The rest of the fields are disabled (read-only) and the default values are displayed.

  • Click Next.

Step 8

Under Backup Connection, complete the following fields:

  • In the HostName/IP Address field, enter the backup server's IP address or hostname.

  • In the Windows Share Name field, enter the name of the shared folder where the backup database file is.

  • In the Windows Share Domain field, enter the domain name (if applicable).

  • In the Windows Share Username and Windows Share Password fields, enter the Windows credentials that has read or write access to the specified Windows share.

Step 9

In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server.

Step 10

Click Next.

Step 11

Click Start Migration.

Step 12

Click Yes on the warning pop-up to start the data migration.

Step 13

Upon completion of the migration, click Exit to close the tool.

Step 14

(Optional) If Outbound Option High Availability is deployed, repeat steps 1 through 13 to migrate the BA database.

Step 15

Launch the ICM-CCE-Installer and click Next.

Step 16

Select Technology Refresh and click Next.

Step 17

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 18

(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.

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.

Step 19

(Optional) Select SQL Server Security Hardening and click Next.

Step 20

Click OK on any informational messages that display.

Step 21

Click Install.

Step 22

Reboot the system after the upgrade completes.

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

To upgrade the Administration & Data Server, migrate the AW database and then the HDS database (if applicable). After successful migration, install the new software and import the Cisco registry information.

Before you begin

  • 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.

  • 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.

  • Create a shared folder in any desired location. Ensure that:

    • In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.

    • In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.


      Note
      If the user group everyone is not available, add it using the Add button.
Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE services on the source server.

Step 2

Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 3

Launch the EDMT tool on the destination server that hosts the Administration and Data Server with AW and HDS database and click Next.

Step 4

Select Technology Refresh and click Next.

Step 5

Under Source Database Connection, complete the following fields:

  • From the Authentication drop-down list, select SQL Server Authentication or Windows Authentication (default).

  • In the HostName/IP Address field, enter the IP address or hostname of the source server with the database.

  • In the SQL Server Port Number field, enter the TCP or IP port in which the source SQL Server runs. This field defaults to1433, the standard SQL Server port.

  • Enter the values in Domain Name, Username, and Password fields.

    Note

     

    • For SQL Server Authentication, enter the SQL Server credentials and the domain name (if applicable) for the selected database.

    • For Windows Authentication, the Domain Name, Username, and Password fields are disabled. Windows Single Sign-On (SSO) uses your Windows authentication cached credentials to connect to the selected database.

  • Click Refresh Database List to refresh the list of available Unified ICM databases on the server.

  • In the Database Name, select the AW database.

Step 6

Under Destination Database Connection, complete the following fields:

  • In the Authentication drop-down list, use Windows Authentication (default).

  • In the SQL Server Port Number field, enter the TCP or IP port in which the destination SQL Server runs. This field defaults to1433, the standard SQL Server port.

    Note

     

    The rest of the fields are disabled (read-only) and the default values are displayed.

  • Click Next.

Step 7

Under Backup Connection, complete the following fields:

  • In the HostName/IP Address field, enter the backup server's IP address or hostname.

  • In the Windows Share Name field, enter the name of the shared folder where the backup database file is.

  • In the Windows Share Domain field, enter the domain name (if applicable).

  • In the Windows Share Username and Windows Share Password fields, enter the Windows credentials that has read or write access to the specified Windows share.

Step 8

In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server.

Step 9

Click Next.

Step 10

Click Start Migration.

Step 11

Click Yes on the warning pop-up to start the data migration.

Step 12

Upon completion of the migration, click Exit to close the tool.

Step 13

To migrate the HDS database, repeat steps 1 to 12.

Under Source Database Connection, in Database Name, select the HDS database.

Step 14

Launch the ICM-CCE-Installer and click Next.

Step 15

Select Technology Refresh and click Next.

Step 16

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 17

To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.

Step 18

(Optional) Select SQL Server Security Hardening and click Next.

Step 19

Click OK on any informational messages that display.

Step 20

Click Install.

Step 21

Select Yes or No to restart the system and complete the installation. If Unified ICM 12.6(1) Minor Release is selected in Step 15, you must select Yes to restart the system.

Note

 

If Unified ICM 12.6(1) Minor Release is not selected in Step 15, then select Yes or No to restart.

If you select No, then restart the system manually after installing Unified ICM 12.5(1). Manual restart is required before double-clicking the Unified ICM 12.6(1) installer and proceeding from Step 21.

Step 22

Log in to your system using domain credentials with administrative privileges.

Step 23

Wait for the Unified CCE 12.6(1) installation wizard to launch. Click Next to proceed.

Step 24

Select the radio button to accept the license agreement and click Next.

Step 25

Click Install to begin the installation.

Step 26

Select the radio button to restart the system and click Finish.

Migrate the AW and HDS Database & Upgrade the External HDS

To upgrade the external HDS, migrate the AW database, and then the HDS database. After successful migration, install the new software and import the Cisco registry information.

Before you begin

  • 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.

  • 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.

  • Create a shared folder in any desired location. Ensure that:

    • In the Properties window > Sharing tab > Advanced Sharing, the Share this folder check box is checked.

    • In the Properties window > Security tab > Advanced Sharing > Permission, the permission level is set as Full control for the user group everyone.


      Note
      If the user group everyone is not available, add it using the Add button.
Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE services on the source server.

Step 2

Download the EDMT tool from Cisco.com, and ensure pre-requisites for the same have been installed on the target/destination system, prior to launching EDMT. These include the ODBC Driver 17 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 3

Launch the EDMT tool on the destination server that hosts the Administration and Data Server with AW and HDS database and click Next.

Step 4

Select Technology Refresh and click Next.

Step 5

Under Source Database Connection, complete the following fields:

  • From the Authentication drop-down list, select SQL Server Authentication or Windows Authentication (default).

  • In the HostName/IP Address field, enter the IP address or hostname of the source server with the database.

  • In the SQL Server Port Number field, enter the TCP or IP port in which the source SQL Server runs. This field defaults to1433, the standard SQL Server port.

  • Enter the values in Domain Name, Username, and Password fields.

    Note

     

    • For SQL Server Authentication, enter the SQL Server credentials and the domain name (if applicable) for the selected database.

    • For Windows Authentication, the Domain Name, Username, and Password fields are disabled. Windows Single Sign-On (SSO) uses your Windows authentication cached credentials to connect to the selected database.

  • Click Refresh Database List to refresh the list of available Unified ICM databases on the server.

  • In the Database Name, select the AW database.

Step 6

Under Destination Database Connection, complete the following fields:

  • In the Authentication drop-down list, use Windows Authentication (default).

  • In the SQL Server Port Number field, enter the TCP or IP port in which the destination SQL Server runs. This field defaults to1433, the standard SQL Server port.

    Note

     

    The rest of the fields are disabled (read-only) and the default values are displayed.

  • Click Next.

Step 7

Under Backup Connection, complete the following fields:

  • In the HostName/IP Address field, enter the backup server's IP address or hostname.

  • In the Windows Share Name field, enter the name of the shared folder where the backup database file is.

  • In the Windows Share Domain field, enter the domain name (if applicable).

  • In the Windows Share Username and Windows Share Password fields, enter the Windows credentials that has read or write access to the specified Windows share.

Step 8

In the Destination Restore Location, browse to select the folder where the system creates the database data files (.mdf) and translation log files (.ldf). The destination is prepopulated with the default location for database file storage for the running SQL Server.

Step 9

Click Next.

Step 10

Click Start Migration.

Step 11

Click Yes on the warning pop-up to start the data migration.

Step 12

Upon completion of the migration, click Exit to close the tool.

Step 13

To migrate the HDS database, repeat steps 1 to 12.

Under Source Database Connection, in Database Name, select the HDS database.

Step 14

Launch the ICM-CCE-Installer and click Next.

Step 15

Select Technology Refresh and click Next.

Step 16

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 17

(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.

Note

 

SQL Security Hardening should not be applied during installation of Windows Server 2019 and SQL Server 2019. SQL Security Hardening can be applied post installation using the Security Wizard tool.

Step 18

(Optional) Select SQL Server Security Hardening and click Next.

Step 19

Click OK on any informational messages that display.

Step 20

Click Install.

Step 21

Reboot the server when the upgrade completes.

Enable Configuration Changes
Procedure

Step 1

To enable configuration changes during the upgrade, set the following registry key to 0 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router A\Router\CurrentVersion\Configuration\Global\DBMaintenance.

Step 2

To confirm that configuration changes are enabled, save a configuration change.

Save your changes.
Upgrade Peripheral Gateways

You can upgrade different Peripheral Gateways (PG) within a contact center at different times within different maintenance windows. However, upgrade all PGs that reside on the same virtual machine and redundant PGs (Side A and corresponding Side B) during the same maintenance window.

The following dependencies occur when upgrading the PG:

  • If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Avaya PG3.

  • If your contact center uses Outbound Option, upgrade any Outbound Option Dialers associated with Unified Communications Manager PGs at the same time.

  • If the Unified Communications Manager application is upgraded, upgrade the JTAPI client associated with the Unified Communications Manager PG at the same time.

To upgrade the Peripheral Gateways, install the new software and import the Cisco registry information.

Procedure

Step 1

Use Unified CCE Service Control to stop all Unified CCE and CTI OS (if applicable when upgrading the Avaya PG) services on the PG server. Change the services to Manual Start.

Step 2

Launch the ICM-CCE-Installer and click Next.

Step 3

Select Technology Refresh and click Next.

Step 4

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

The registry information for the Avaya PG also contains information for the CTI OS server (if applicable).

Step 5

(Optional) To apply any Minor/Maintenance Releases, click Browse and navigate to the Minor/Maintenance Release software. Click Next.

Step 6

Click OK on any informational messages that display.

Step 7

Click Install.

Step 8

Reboot the system after the upgrade completes.

Step 9

If Avaya PG is configured, after reboot, open the Peripheral Gateway Setup tool, and edit the Avaya PG as required.

Step 10

If CTI OS component is configured, after reboot, open the CTI OS Server setup tool, and edit the CTI OS component as required.
Disable Outbound Options High Availability (If Applicable)
Before you begin
If Outbound Options High Availability is enabled, you must disable it on source machines before you perform the upgrade.

Before proceeding with the following steps, ensure that Outbound Options feature is in maintenance mode. There must not be any customer records getting imported to Outbound database. The outbound campaigns must not be active and outbound callflow must not be in progress.

Perform the following steps on Side A:

Procedure

Step 1

Launch Websetup. Navigate to Component Management > Loggers.

Step 2

Edit the Logger and navigate to Additional Options. Uncheck Enable High Availability under Outbound Option. Enter the SQL Server Admin credentials and click Next.

Step 3

Enable Stop and then start(cycle) the Logger Service for this instance (if it is running) checkbox . Click Next to complete the setup.

Step 4

Repeat similar steps (steps 1, 2, and 3) for side B.
What to do next

You can enable Outbound Options High Availability after the upgrade is successful.

Upgrade Outbound Option Dialer

To upgrade the Outbound Option Dialer, install the new software and import the Cisco registry information.

Before you begin
You must have previously migrated the Outbound Option database during the Logger upgrade.
Procedure

Step 1

Launch the ICM-CCE-Installer and click Next.

Step 2

Select Technology Refresh and click Next.

Step 3

Click Browse and specify the path for the RegUtil file you exported from the source machine during the preupgrade process.

Step 4

(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software. Click Next.

Step 5

Click OK on any informational messages that display.

Step 6

Click Install.

Step 7

Reboot the system after the upgrade completes.

Step 8

Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.

Note

 

During Unified CCE installation on Windows Server 2019, Unified CCE services to be set to Automatic Start in Step 9 only after Unified ICM for Windows Server 2019 and SQL Server 2019 support is installed.

Step 9

Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.

Packaged CCE 4000 Agents and above Deployment

Packaged CCE solution upgrade for 4000 Agents and above deployments can be done in single-stage or in multiple stages (multistage) on both main site and remote sites (if applicable).

In a single-stage upgrade, all components are upgraded and taken to completion. For more information, see Single-stage Upgrade.

In a multistage upgrade, components are grouped into several stages for upgrading. You must follow the upgrade sequence and the minimum component groupings that must occur together within each stage. At each stage in the upgrade, the upgraded components must interoperate with components that have not yet been upgraded to ensure the overall operation of the contact center. Therefore, it is important to verify this interoperability during the planning stages of the upgrade. For more information, see Multistage Upgrade.

Single-stage Upgrade

For single-stage upgrades, perform the tasks detailed in the following table.

Task

Upgrade Tasks

Technology Refresh Upgrade Task Flow

Postupgrade Tasks

See Post Technology Refresh Configurations section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Technology Refresh Upgrade Task Flow

For single-stage upgrades, perform the tasks detailed in the following table. You can either:

  • set up all virtual machines required for a Packaged CCE solution (rebuild) on a different hardware or

  • upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware

Component Group

Components

Notes

Platform Orchestration, Hybrid Features

Cloud Connect

If you have Cloud Connect in your environment, refer the Update VM Properties section in Upgrade Considerations for Cloud connect upgrade prerequisite to increase the hard disk and RAM before you upgrade the component.

If you don't have Cloud Connect in your environment, and you use any Hybrid feature or Orchestration, fresh install Cloud Connect. For fresh install instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html
Queuing and self-service

Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio)

For CVP installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html

Gateways

Cisco Virtualized Voice Browser

For VVB installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-guides-list.html.

  • IOS Gateways (If used for ingress access only.)

  • IOS VXML Gateways

Upgrade Cisco Voice Gateway IOS Version

Identity Service (IdS)/SSO

IdS Server

SSO is an optional feature. It exchanges authentication and authorization details between an identity provider (IdP) and an identity service (IdS).

For IdS installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html

Agent and supervisor desktops

ECE

For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration Guide for Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html

Cisco Finesse

For Finesse installation or upgrade instructions, see the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.

Reporting Management

Cisco Unified Intelligence Center (CUIC) Reporting Server

 For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

After you upgrade Cisco Unified Intelligence Center (CUIC), you must:

  • Enable CORS on the CUIC server, and add cors allowed_origin with the Finesse hostname.

  • Import LD and Finesse certificates to CUIC.

Unified CCE Central Controller

Unified CCE Rogger and AW-HDS-DDS
The CCE components upgrade requires the following maintenance windows on the source server:

  • First maintenance window to shut down services on Side A of source components.

  • Second maintenance window in the middle of the upgrade to cut over from Side B to Side A. You must bring down Side B before you bring up Side A.

Unified CCE Rogger Side A

Migrate the Logger database and upgrade Side A Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side A

Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

Unified CCE Rogger Side B

Migrate the Logger database and upgrade Side B Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side B

Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs.

External HDS

Migrate the AW and HDS Database & Upgrade the External HDS

Unified CCE Router

Enable Configuration Changes

CUIC (Reporting Templates)

 For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

Standalone Live Data

To install or upgrade Live Data, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

After you upgrade Live Data (LD), you must enable CORS on the LD server, and add cors allowed_origin with Finesse hostname.

Database Performance Enhancement

Database Performance Enhancement

Collocated Peripheral Gateways and associated components
Peripheral Gateways4

Upgrade Peripheral Gateways

You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs.

Outbound Option Dialer

Upgrade Outbound Option Dialer

To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

  • CTI Server

  • CTI OS Server

CTI OS Server is applicable only if Avaya PG is used.

For installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Peripheral Gateways and associated components not collocated

Customer Collaboration Platform

For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html.

Agent and Supervisor Desktops

CTI OS Desktops

For CTI OS Desktop client installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

.
Call Processing Components

Cisco Unified Communications Manager (Unified Communications Manager)

For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html

JTAPI client on Agent (Cisco Unified Communications Manager) PG

Upgrade Cisco JTAPI Client on PG

4

After upgrading the Central Controller to 12.6(1), if you intend to keep the PGs in 12.0(1), you must install ICM_12.0(1)_ES49 on the PG machines for an inventory update.

Multistage Upgrade

For multistage upgrades, perform the tasks detailed in the following table.

Task

Upgrade Tasks

Technology Refresh Upgrade Task Flow

Postupgrade Tasks

Follow the post upgrade tasks after each stage of upgrade.

For more information, see Post Technology Refresh Configurations section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Technology Refresh Upgrade Task Flow

For multistage upgrades, perform the upgrade tasks detailed in the following table. The upgrade tasks are as per the Upgrade Flowcharts for 4000 Agents and above Deployments. You can either:

  • set up the required virtual machines (rebuild) on a different hardware or

  • upgrade the existing components which have been moved (from the source server) to the destination server on a different hardware


Note

Maintenance window is applicable for each component until the inventory update and configurations are complete.

Stage

Component Group

Components

Notes

1

Platform Orchestration, Hybrid Features

Cloud Connect

If you have Cloud Connect in your environment, refer the Update VM Properties section in Upgrade Considerations for Cloud connect upgrade prerequisite to increase the hard disk and RAM before you upgrade the component.

If you don't have Cloud Connect in your environment, and you use any Hybrid feature or Orchestration, fresh install Cloud Connect. For fresh install instructions, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

2

 Queuing and self-service

Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio)

For CVP installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html

3

Gateways

Cisco Virtualized Voice Browser

For VVB installation or upgrade instructions, see the Installation and Upgrade Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-guides-list.html.

Upgrade Cisco Voice Gateway IOS Version

4

Identity Service (IdS)/SSO

IdS Server

SSO is an optional feature. It exchanges authentication and authorization details between an identity provider (IdP) and an identity service (IdS).

For IdS installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html

5

Agent and supervisor desktops

ECE

For ECE installation or upgrade instructions, see the Enterprise Chat and Email Installation and Configuration Guide for Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html

Cisco Finesse

For Finesse installation or upgrade instructions, see the Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.

6

 Reporting Management

Cisco Unified Intelligence Center (CUIC) Reporting Server

 For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

After you upgrade Cisco Unified Intelligence Center (CUIC), you must:

  • Enable CORS on the CUIC server, and add cors allowed_origin with the Finesse hostname.

  • Import LD and Finesse certificates to CUIC.

7

Unified CCE Central Controller

Unified CCE Rogger and AW-HDS-DDS
The CCE components upgrade requires the following maintenance windows on the source server:

  • First maintenance window to shut down services on Side A of source components.

  • Second maintenance window in the middle of the upgrade to cut over from Side B to Side A. You must bring down Side B before you bring up Side A.

Unified CCE Rogger Side A

Migrate the Logger database and upgrade Side A Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side A

Migrate AW-HDS-DDS and then upgrade Side A Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

Unified CCE Rogger Side B

Migrate the Logger database and upgrade Side B Rogger

Migrate the Logger Database and Upgrade the Rogger

Unified CCE AW-HDS-DDS Side B

Migrate AW-HDS-DDS and then upgrade Side B Unified CCE Administration & Data Server

Migrate the AW and HDS Database and Upgrade the Unified CCE Administration & Data Server

After you upgrade AW, import the certificate of all solution components (if applicable) to all AWs.

External HDS

Migrate the AW and HDS Database & Upgrade the External HDS

Unified CCE Router

Enable Configuration Changes

CUIC (Reporting Templates)

 For CUIC installation or upgrade instructions, see Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

Standalone Live Data

To install or upgrade Live Data, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html.

After you upgrade Live Data (LD), you must enable CORS on the LD server, and add cors allowed_origin with Finesse hostname.

Database Performance Enhancement

Database Performance Enhancement

8

Collocated Peripheral Gateways and associated components
Peripheral Gateways5

Upgrade Peripheral Gateways

You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs.

Outbound Option Dialer

Upgrade Outbound Option Dialer

To enable Outbound Option High Availability in the Web Setup tool, see Configure the Logger for Outbound Option section in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

  • CTI Server

  • CTI OS Server

CTI OS Server is applicable only if

Avaya PG is used.

For installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

9

Peripheral Gateways and associated components not collocated

Customer Collaboration Platform

For Customer Collaboration Platform installation or upgrade instructions, see the Cisco SocialMiner Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html.

10

 Agent and Supervisor Desktops

CTI OS Desktops

For CTI OS Desktop client installation instructions, see the CTI OS System Manager Guide for Cisco Unified ICM at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

.

11

 Call Processing Components

Cisco Unified Communications Manager (Unified Communications Manager)

For installation or upgrade instructions, see the Installation Guide for Cisco Unified Communications Manager and the IM and Presence Service or Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-guides-list.html

JTAPI client on Agent (Cisco Unified Communications Manager) PG

Upgrade Cisco JTAPI Client on PG

5

After upgrading the Central Controller to 12.6(1), if you intend to keep the PGs in 12.0(1), you must install ICM_12.0(1)_ES49 on the PG machines for an inventory update.

1 Addition, modification, or deletion of machines.
2 Cloud Connect integration, Default Media Server settings, Courtesy Callback, SIP Server Group, Route Pattern, and Locations.
3 Applicable only in 4000 and 12000 Agent deployments.