1
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Platform Orchestration, Hybrid Features
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Cloud Connect
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In 12.6(2), the RAM requirement for Cloud Connect has changed. See the Update VM Properties section in the Upgrade Considerations for instructions on increasing hard disk and RAM before upgrading Cloud Connect.
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
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2
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Queuing and self-service |
Cisco Unified Customer Voice Portal (CVP) (Reporting Server, Call Server/VXMLServer, Unified Call Studio)
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You must upgrade all sites before proceeding to the next stage.
Before you upgrade to Unified CVP
12.6, you must apply the latest ES of Packaged CCE 12.5
.
For more information, see 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.
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3 |
Gateways |
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IOS Gateways (If used for ingress access only. If used for Outbound Option Dialer, see
Stage 8.)
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IOS VXML Gateways
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Cisco Virtualized Voice Browser
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4 |
Identity Service
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IdS Server
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Cisco IdS 12.6(2) upgrade requires all SSO clients to log out from SSO, before any of the upgraded nodes is brought online.
To avoid this requirement, it's recommended that you install 12.6(2) ES02 on the upgraded node and wait for the access token
to expire before commencing the secondary node upgrade. Without installing 12.6(2) ES02, graceful shutdown feature will not
be available for Cisco IdS 12.6(2) upgrade. You can view the duration of access token expiry in the IdS administration portal
under .
Deployments using VPN-less access to Finesse desktop should also upgrade the reverse proxy to 12.6(2) before Cisco IdS is
upgraded to 12.6(2).
For IdS upgrade, see the procedure as documented in the
Upgrades section of Unified Intelligence
Center Installation and Upgrade Guide at:
https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-installation-guides-list.html
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5 |
Agent and supervisor desktops
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ECE
Cisco Finesse
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After you upgrade Finesse to Release
12.6, to load any
gadgets to Finesse, you must first import all self-signed
certificates (if applicable) to Finesse.
For more information about Finesse, see Cisco Finesse Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.
After upgrading Finesse to 12.6(2), ensure that both ECDSA and RSA valid certificates are available in the certificate store
in PG. If not, you must export the Finesse Tomcat certificates and import them to CTI Gateway (CG) and Peripheral Gateway
(PG) systems. For more information, refer to the Add Certificate for HTTPS Gadget section in the Cisco Finesse Administration Guide.
For more information about ECE, see https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html
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6 |
Reporting server |
CUIC server
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After you upgrade Cisco Unified Intelligence Center (CUIC), you must:
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Enable CORS on the CUIC server, and add cors allowed_origin with the Finesse hostname.
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Import LD and Finesse certificates to CUIC.
For more information, 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.
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7 |
Central Controller |
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After you upgrade AW, import the self-signed certificate of all solution components (if applicable) to all AWs.
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If you are using AppDynamics for performance monitoring on 12.6(1), then before upgrading the Distributor node from 12.6(1)
to 12.6(2), disable AppDynamics performance monitoring on 12.6(1) and re-enable it after upgrading to 12.6(2). If AppDynamics
performance monitoring is not disabled before the Distributor node is upgraded to 12.6(2), then post upgrade, restart the
Distributor node.
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After you upgrade Live Data (LD), you must enable CORS on the LD box for Finesse and CUIC. For more information, 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.
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After you upgrade LD, you must import the Finesse certificate to LD.
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8 |
Peripherals |
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9 |
Peripherals |
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MR PG, VRU PG
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CRM connector
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You can have many PGs located on different virtual machines. You can upgrade each PG virtual machine in its own maintenance
window.
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10 |
Agent desktop client software
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CTI OS (Agent/Supervisor Desktops)
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CTI OS is applicable only if Avaya PG is used.
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You can have many desktops located in many different sites. You can upgrade CTI OS desktops in multiple maintenance windows;
the later upgrade stages are not dependent on the completion of this stage.
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11 |
Call Processing |
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You must install JTAPI client only when you upgrade to UCM 12.5.
If you upgrade to CUCM 12.5 on the M4 servers, ensure that you deploy CUCM off-box. CUCM 12.5 on-box deployment are only supported for M5 servers.
For more information, refer to Virtualization for Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/virtualization/pcce_virt_index.html.
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