1
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Platform Orchestration, Hybrid Features
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Cloud Connect
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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
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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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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
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3
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Gateways
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Cisco Virtualized Voice Browser
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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.
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Upgrade Cisco Voice Gateway IOS Version
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4
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Identity Service (IdS)/SSO
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IdS Server
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SSO is an optional feature. It exchanges authentication and authorization details between an identity provider (IdP) and an
identity service (IdS).
Note
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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).
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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
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5
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Agent and supervisor desktops
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ECE
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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
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Cisco Finesse
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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.
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.
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6
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Reporting Management |
Cisco Unified Intelligence Center (CUIC) Reporting Server
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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:
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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.
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7
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Unified CCE Central Controller
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Unified CCE Rogger and AW-HDS-DDS
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The CCE components upgrade requires the following maintenance windows on the source server:
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First maintenance window to shut down services on Side A of source components.
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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.
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Unified CCE Rogger Side A
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Migrate the Logger database and upgrade Side A Rogger
Migrate the Logger Database and Upgrade the Rogger
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Unified CCE AW-HDS-DDS Side A
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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
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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Unified CCE Rogger Side B
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Migrate the Logger database and upgrade Side B Rogger
Migrate the Logger Database and Upgrade the Rogger
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Unified CCE AW-HDS-DDS Side B
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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.
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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External HDS
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Migrate the AW and HDS Database & Upgrade the External HDS
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Unified CCE Router
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Enable Configuration Changes
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CUIC (Reporting Templates)
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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.
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Standalone Live Data
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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.
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Database Performance Enhancement
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Database Performance Enhancement
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8
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Collocated Peripheral Gateways and associated components
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Upgrade Peripheral Gateways
You can have many PGs located on different virtual machines. Upgrade both Side A and Side B PGs.
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Outbound Option Dialer
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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.
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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.
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9
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Peripheral Gateways and associated components not collocated
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Customer Collaboration Platform
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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.
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10
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Agent and Supervisor Desktops |
CTI OS Desktops
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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 .
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11
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Call Processing Components |
Cisco Unified Communications Manager (Unified Communications Manager)
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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
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JTAPI client on Agent (Cisco Unified Communications Manager) PG
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Upgrade Cisco JTAPI Client on PG
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