upgrade from release 9.0(x) - cisco · upgrade from release 9.0(x) • preparetoupgrade, page 1 •...

Upgrade from Release 9.0(x)

• Prepare to Upgrade, page 1

• Upgrade Sequence, page 2

• Upgrade Cisco Finesse, page 3

• Upgrade Customer Voice Portal and CVP Reporting, page 5

• Upgrade Unified Contact Center Data Server and Call Server, page 8

• Before Upgrading Cisco Unified Intelligence Center, page 15

• Upgrade Unified Intelligence Center, page 16

• Upgrade Unified Communications Manager, page 18

• Upgrade VMware Settings Utility, page 21

Prepare to UpgradeYou can upgrade to this Packaged CCE release from any version of Packaged CCE Release 9.0.

NTP Configuration

Packaged CCE has an increased dependence on time synchronization. Properly configuring NTP is criticalfor reliability of reporting data and cross-component communication. It's important to implement therequirements outlined in NTP and Time Synchronization.

Base Configuration

Before you upgrade to this release, refer to the Base Configuration chapter in the Appendix: Base ConfigurationUpdates. You must manually add requirements that were added to the base configuration subsequent to thePackaged CCE 9.0(x) release from which you are upgrading.

System Requirements

This table shows hardware and software changes since Release 9.0(x). See also System Requirements forfresh installs.

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(1) 1

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RequirementItem

VMware vSphere ESXi must be at the latest releasesupported by the pre-upgrade version of PackagedCCE. Sides A and B must be on the same version.

VMware Host

• Unified CM 9.1(1) and later maintenancereleases

• Unified CM 10.0(1) and later maintenancereleases

Cisco Unified Communications Manager

One of:

• Symantec Endpoint Protection 12.1

• Trend Micro Server Protect version 5.8

• McAfee VirusScan Enterprise 8.8i

Anti-virus software

• Upgrade Unified CVP license using the CiscoProduct Upgrade tool (PUT)

• Upgrade the Unified CommunicationsManagerlicense using the Communications Managerinterface.

Software licenses

Upgrade SequenceIn the same maintenance window, follow this sequence to upgrade all Packaged CCE components.

1 Upgrade Cisco Finesse and run VM Settings Utility for Finesse2 Upgrade Unified CVP and run VM Settings Utility for CVP3 Upgrade Unified CCE Servers and run VM Settings Utility for Unified CCE4 Run the VM Settings utility for Unified Intelligence Center5 Validate deployment6 Upgrade Unified Intelligence Center7 Upgrade Unified Communications Manager and run VM Settings Utility for Communications Manager

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(1)2

Upgrade from Release 9.0(x)Upgrade Sequence

Upgrade Cisco Finesse

Perform Upgrade

Before You Begin

You must perform the upgrade on the primary Finesse node first, and then on the secondary Finesse node.

Procedure

Step 1 Perform a DRS backup on the primary Finesse server. To access the DRS application, direct your browser tohttps://IP address of Finesse server:8443/drf. For more information, see the online help provided with theDRS application.

If a problem occurs with the upgrade and you need to roll back to the previous version, you needthe DRS backup to restore your system. If you do not use the DRS backup to restore your system,replication to the second Finesse node breaks and cannot be repaired.

Important

Step 2 Save your current layout configuration. Sign in to the Administration Console on the primary Finesse node(http://IP address or hostname of primary Finesse server/cfadmin). Copy the layout XML file from theManageDesktop Layout gadget on the Desktop Settings tab and save it as a text file on your local system.

If you are currently running the default layout, the layout automatically upgrades to the new layout.If you decide to use the layout from the previous version, you can copy and paste to the ManageDesktop Layout gadget after the upgrade is complete.

Note

Upgrade Finesse from DVD/CD

Procedure

Step 1 SSH to your Finesse system and log in with the platform administration account.Step 2 From the CLI, run the command utils system upgrade initiate.Step 3 Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate

command.Step 4 Mount the ISO image.Step 5 At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch

version.Step 6 After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO.Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.Step 8 Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname

of Finesse server).After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.Note


Upgrade from Release 9.0(x)Upgrade Cisco Finesse

Step 9 Repeat for the secondary Finesse server.

What to Do Next

If you want to restore a previous layout for the desktop, sign in to the Administration Console on the primaryFinesse node. Copy and paste your saved layout XML into the Manage Desktop Layout gadget.

Upgrade Finesse from a Remote File System

While you are waiting for the Finesse upgrade to complete, you can begin upgrading the Unified CVPcomponents.

Note

Procedure

Step 1 SSH to your Finesse system and log in with the platform administration account.Step 2 From the CLI, run the command utils system upgrade initiate.Step 3 Choose SFTP or FTP.Step 4 Follow the instructions provided by the utils system upgrade initiate command.Step 5 Provide the location and credentials for the remote site.Step 6 At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch

version.Step 7 After the upgrade is complete, run the utility to update the VMware settings. See Upgrade VMware Settings

Utility, on page 21.Step 8 Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname

of Finesse server).After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.Note

Step 9 Repeat for the secondary Finesse server.


Upgrade from Release 9.0(x)Upgrade Finesse from a Remote File System

Upgrade Customer Voice Portal and CVP Reporting

Pre-upgrade Tasks

Procedure

Step 1 Close all programs.Step 2 Stop any third-party services and applications that are running on the server.Step 3 Back up the C:\Cisco\CVP folder for all CVP components except the Operations Console node.Step 4 Back up the Operations Console as follows:

a) Log in to Operations Console.b) On the Operations Console page, click System > Export System Configuration > Export.c) Manually copy the sip.properties file. (CVP Operations Console cannot export the sip.properties file.)d) Save the CVP-OpsConsole-Backup.zip file.

Save the exported configuration and custom files on network storage media or a portable storage media.

Step 5 Back up the log files in the following directories:

• \logs

• \lVXMLServer\logs

• \applications\\logs

Upgrade

Upgrade Cisco Unified CVP Operations ConsoleThe default media files are overwritten during the Unified CVP upgrade. Customized media files, such aswhisper announcements and agent greetings, are not overwritten; they retain the format they had in previousreleases.

Procedure

Step 1 To retain the default media file format for this Unified CVP release, which is U-Law, skip Step 2 and proceedto Step 3.

Step 2 If you are changing from the U-Law to A-Law format:a) Navigate to the C:\Cisco\CVP\conf location.b) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at

line 7 to enable the A-Law flag.


Upgrade from Release 9.0(x)Upgrade Customer Voice Portal and CVP Reporting

Ensure that you leave a space before and after the "="sign.

Note

Step 3 From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, runsetup.exe.

Step 4 Follow the instructions on the screen.Step 5 Restart the server.Step 6 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.

Upgrade Cisco Unified CVP Call ServerWhen you upgrade the Unified CVP/VXML server, you must also upgrade Unified Call Studio to the sameversion.

Procedure

Step 1 From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe.Follow the prompts as the installer guides you through the upgrade process.

Step 2 Restart the server.Step 3 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.

What to Do Next

1 Log in to the Operations Console and selectBulk Administration > File Transfer > Scripts andMedia.

2 Use the Cisco IOS CLI command call application voice load to load the gatewaydownload transferred files into the Cisco IOS memory for each Unified CVP service.

3 Restore any backed-up third-party libraries.

4 Re-license Unified CVP Servers with a license for the new version.

Obtain and Apply Upgrade LicenseThe Unified CVP server and the Unified CVP Reporting Server require an updated license. The OperationsConsole runs without requiring a license.

To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): http://tools.cisco.com/gct/Upgrade/jsp/index.jsp. If there is an entitlement to upgrade, the tool returns a ProductAuthorization Key (PAK), if not the tool displays the option to purchase a PAK.

Your new license is sent to you by email.

Save it locally so that you can transfer it using the Operations Console.


Upgrade from Release 9.0(x)Upgrade

http://tools.cisco.com/gct/Upgrade/jsp/index.jsphttp://tools.cisco.com/gct/Upgrade/jsp/index.jsp

Procedure

Step 1 In the Operation Console, go to Bulk Administration > File Transfer > Licenses.Step 2 In the Device Association panel, select the device type from the drop-down list. For example select Unified

CVP Reporting Server or CVP Call Server.Step 3 Move the objects you want to license from Available to Selected.Step 4 In the Licenses Files panel, select Select new file and then browse to the location where you saved the upgrade

license.Step 5 Click Transfer.

Upgrade Reporting Server

Before You Begin

• Back up the Informix database.Run C:\Cisco\CVP\bin\cvpbackup.bat. This backs up the database toE:\cvp-db-backup\cvp-backup-data.gz.

• Turn off the scheduled purge.To do this, in the Active Tasks, double-click one of the Unified CVP tasks. Select all of the UnifiedCVP-related tasks, right-click, and choose Disable.

• Ensure that Reporting Server is not part of any domain and is part of a workgroup. Add it to the domainafter the upgrade, if necessary.

Procedure

Step 1 Mount the Unified CVP ISO image, and run setup.exe.The installer guides you through the upgrade process.

Step 2 On the password screen, enter the password, and click Upgrade.Make a note of the password that you create during installation. This password is required when you log into Reporting Server for configuration.

Step 3 Restart the Server.Step 4 Restore the backed-up database to the upgraded Reporting Server.

To restore, run c:\cisco\cvp\bin\cvprestore.bat.

Step 5 If necessary, add the machine back to the domain.Step 6 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.



Upgrade Gateway Cisco IOS VersionDo this for each gateway.

Procedure

Step 1 Copy the new image from the remote TFTP server into flash memory, making sure that you specify your ownTFTP server's IP address and Cisco IOS filename.

Step 2 Verify that the new image was downloaded.Step 3 Boot using the new image. Update the gateway config to boot using the new version.Step 4 Reload the gateway to use the new image.

See also http://www.cisco.com/en/US/docs/routers/access/as5350xm/software/configuration/guide/54ovr.html#wp1054418.

Upgrade Unified Contact Center Data Server and Call Server

Pre-upgrade tasks

Disable Configuration Changes

Procedure

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

Identify PasswordsThe workflow for validating Packaged CCE PCCE-PAC-M1 and building the system inventory requires youto enter the usernames and passwords indicated below.

• VMHost for Side A

• VMHost for Side B

• AXL for Cisco Unified Communications Manager

• CVP CLI for Cisco Customer Voice Portal (by default, this is wsmadmin)

• Diagnostic Framework Portico for Cisco Contact Center Enterprise (must be the same on Side A andSide B Call Servers and Data Servers)


Upgrade from Release 9.0(x)Upgrade Unified Contact Center Data Server and Call Server

http://www.cisco.com/en/US/docs/routers/access/as5350xm/software/configuration/guide/54ovr.html#wp1054418http://www.cisco.com/en/US/docs/routers/access/as5350xm/software/configuration/guide/54ovr.html#wp1054418

Download the Enhanced Database Migration ToolEDMT is a wizard application used to upgrade the Unified CCE database. You run this tool when you upgradethe database on the Side A and Side B Data Servers and on any external AW-HDS-DDS servers.

Procedure

Step 1 Go to http://www.cisco.comStep 2 Click Support.Step 3 Click Downloads.Step 4 Click Browse all Download Categories.Step 5 In the Downloads Home > Products table, select Products > Customer Collaboraton > Contact Center

> Cisco Unified Contact Center Enterprise.Step 6 In the Select a Software type page, select Cisco Enhanced Data Migration Tool Software Releases and

navigate to the current release.Step 7 Select the EDMT zip file. Then click Download.Step 8 Download the file to the Unified CCE Data Server on Side A.Step 9 Repeat to download the EDMT file to the Unified CCE Data Server on Side B and to any external

AW-HDS-DDS servers.

Upgrade Side A

Stop Services on Side A Data Server, Call Server, and External AWsBefore you begin the upgrade, click the Unified CCE Service Control icon from the desktops. Stop allservices on the Side A Call Server, the Side A Data Server, and any external AWs, and change to Startup toManual.

Upgrade Data Server Databases

Procedure

Step 1 Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.


Upgrade from Release 9.0(x)Upgrade Side A

http://www.cisco.comhttp://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx

Step 2 From your download location, open EDMT and click Next.Step 3 Select Common Ground and click Next.Step 4 Click Yes to acknowledge the warning message.Step 5 Select the database: _SideA or _SideB.Step 6 Click Next.Step 7 Click Start Migration.Step 8 Click Yes to confirm that you are sure.Step 9 After EDMT has completed the logger database migration, exit EDMT.

Run Setup for the Data Server

Procedure

Step 1 Mount the ISO. See Mount and Unmount ISO Files.Step 2 Launch the ICM-CCE-CCHInstaller and click Next.Step 3 (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release

software. Click Next.Step 4 (Optional) Select SQL Server 2008 Security Hardening and click Next.Step 5 If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.Step 6 Click OK on any informational messages that display.Step 7 Click Install.Step 8 Reboot the server when the upgrade completes.Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.



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Run Setup for the Cisco Unified CCE Call Server

Procedure


software. Click Next.Step 4 Click OK on any informational messages that display.Step 5 If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.Step 6 If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are

complete. If you are not upgrading CTI OS Server, reboot is optional.Step 7 Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 21) only if

you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the UnifiedCCE and CT IOS Server upgrades are complete.

Run Setup for Cisco CTI OS ServerThis step is required only if CTI OS is installed.

Procedure

Step 1 Mount the ISO. See Mount and Unmount ISO Files.Step 2 Start the CTIOS installer for this release and follow the prompts.Step 3 If prompted, apply a Maintenance Release.Step 4 Click Upgrade All.Step 5 Click Yes.Step 6 Click Yes to reboot when the setup completes.Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.

Shut Down Services on Side B and Any External AW-HDS-DDSBefore you bring up Side A, use the Unified CCE Service Control tool to shut down services as follows:

• Packaged CCE Data Server on Side B.

• Packaged CCE Call Server on Side B.

• Any external AW-HDS-DDS servers.



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Start Side A and Verify OperationManually start services on the Packaged CCE Side A Call Server and Data Server.

Verify that Side A is working by placing a call and making sure it is successfully delivered to an agent.

Upgrade Side B

Upgrade Data Server Databases

Procedure

Step 1 Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.

Step 2 From your download location, open EDMT and click Next.Step 3 Select Common Ground and click Next.Step 4 Click Yes to acknowledge the warning message.Step 5 Select the database: _SideA or _SideB.Step 6 Click Next.Step 7 Click Start Migration.Step 8 Click Yes to confirm that you are sure.Step 9 After EDMT has completed the logger database migration, exit EDMT.

Run Setup for the Data Server

Procedure


software. Click Next.Step 4 (Optional) Select SQL Server 2008 Security Hardening and click Next.Step 5 If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.Step 6 Click OK on any informational messages that display.Step 7 Click Install.Step 8 Reboot the server when the upgrade completes.Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.


Upgrade from Release 9.0(x)Upgrade Side B

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Run Setup for the Cisco Unified CCE Call Server

Procedure


software. Click Next.Step 4 Click OK on any informational messages that display.Step 5 If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.Step 6 If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are

complete. If you are not upgrading CTI OS Server, reboot is optional.Step 7 Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 21) only if

you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the UnifiedCCE and CT IOS Server upgrades are complete.

Run Setup for Cisco CTI OS ServerThis step is required only if CTI OS is installed.

Procedure

Step 1 Mount the ISO. See Mount and Unmount ISO Files.Step 2 Start the CTIOS installer for this release and follow the prompts.Step 3 If prompted, apply a Maintenance Release.Step 4 Click Upgrade All.Step 5 Click Yes.Step 6 Click Yes to reboot when the setup completes.Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.

Start Side B

Procedure

Start the Side B Call Server and the Side B Data Server services.


Upgrade from Release 9.0(x)Upgrade Side B

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Upgrade external AW-HDS-DDS

Upgrade External AW-HDS-DDS DatabaseIf there are no external AW-HDS-DDSs, proceed to Post-upgrade tasks.

Procedure

Step 1 Use theMicrosoft SQL backup and restore utility to create a backup copy of the database: _hds.Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.

Step 2 UsingUnified CCE Service Control, stop all Unified CCE services on the external AW-HDS-DDS and changeto Startup to Manual.

Step 3 From your download location, open EDMT and click Next.Step 4 Select Common Ground and click Next.Step 5 Click Yes to acknowledge the warning message.Step 6 Select the _hds databaseStep 7 Click Start Migration.Step 8 Click Yes to confirm that you are sure.Step 9 After EDMT has completed, exit EDMT.

Run Setup for the External AW-HDS-DDS

Procedure


software. Click Next.Step 4 (Optional) Select SQL Server 2008 Security Hardening and click Next.Step 5 Click OK on any informational messages that display.Step 6 If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.Step 7 Click Install.Step 8 Reboot when the upgrade is complete.Step 9 Manually restart services.


Upgrade from Release 9.0(x)Upgrade external AW-HDS-DDS

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Post-upgrade tasks

Re-enable Configuration ChangesPerform this step on one side only. It is automatically replicated to the other side.

Procedure

Step 1 To enable configuration changes during the upgrade, set the following registry key to 0 on the Side Call Routers: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\\Router\Router\CurrentVersion\Configuration\Global\DBMaintenance

Step 2 Confirm that configuration changes are enabled by attempting to save a configuration change.The configuration change should be successful.

Set Services to AutomaticRepeat the following procedure on the Side A Call Server, Side A Data Server, Side B Call Server, and SideB Data Server, and on the external AW-HDS-DDS machines if you have them.

Procedure

Step 1 Click Unified CCE Service Control.Step 2 On the ICM/CCE/CCH Service Control dialog box, click each service and changes the startup to Automatic.

Install New Language PackSee Install Language Pack.

Before Upgrading Cisco Unified Intelligence Center

Run the Utility to Update Cisco Unified Intelligence CenterBefore you validate and before you upgrade Cisco Unified Intelligence Center, you must run the utility toupdate the VMware settings on all nodes. See Upgrade VMware Settings Utility, on page 21.


Upgrade from Release 9.0(x)Post-upgrade tasks

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Validate System and Build System Inventory

Procedure

Step 1 On the Data Server, navigate to https:/cceadmin.Step 2 Click System > Deployment.

The Configure Deployment page shows errors that the VM host information is missing. This is expected.

Step 3 Enter fields for the IP address and the Username and Password for the VMware hosts for Side A and Side B.Then click Next.

Step 4 On the Specify Side A CM Information dialog box:

• For an on-box Unified Communications Manager, select Unified CM Publisher from the drop-downmenu. Then enter the AXL Username and Password for that VM.

• For an external Unified Communications Manager deployment, enter the Unified CM Publisher Nameand IP address. Then enter the AXL Username and Password.

Step 5 On the Specify CVP Ops Console Server Information dialog, enter the CLI Username and Password for theWeb Services manager. Then click Next.

Step 6 At the Specify Unified CCE Data Server Information page, enter the Username and Password for the UnifiedCCE Diagnostic Framework Service and then click Next.These credentials must be for a domain user who is a member of the Config security group for the instance,and valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and theSide A and B Unified CCE Call Servers).

This opens a Congratulations screen.

Step 7 Click Finish.This opens the System Inventory page.

Upgrade Unified Intelligence Center

Upgrade

About UpgradesThe upgrade takes less than one hour, and you can install upgrade software on your server while the systemcontinues to operate.

Before starting the software upgrade, back up your system data using the Disaster Recovery system application.To access the DRS application, direct your browser to https://IP address of Intelligence Center:8443/drf. Formore information, see the online help provided with the DRS application.


Upgrade from Release 9.0(x)Validate System and Build System Inventory

Upgrade and restart the Controller node first. Then upgrade and restart the members. All nodes must be onthe same version of Unified Intelligence Center.

Your configuration information migrates automatically to the upgraded version in the active partition.

Download Upgrade File

Procedure

Step 1 Point your browser to the Download Software page for Cisco Unified Intelligence Center: http://software.cisco.com/download/type.html?mdfid=282163829&i=rm, and click the Unified Intelligence CenterSoftware link.

Step 2 Navigate to the folder and subfolder for the release you want.Step 3 Select the Unified Intelligence Center installer .iso file and click Download.Step 4 Click Log in.

Upgrade Cisco Unified Intelligence Center from DVD/CD

Procedure

Step 1 SSH to your Unified Intelligence Center system and log in with the platform administration account.Step 2 Mount the ISO image: Mount and Unmount ISO FilesStep 3 From the CLI, run the command utils system upgrade initiate.Step 4 Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate

command.Step 5 At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch

version.Step 6 After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO:

Mount and Unmount ISO FilesStep 7 Sign in to verify that the upgrade was successful.Step 8 Repeat for the subscriber.Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.



http://software.cisco.com/download/type.html?mdfid=282163829&i=rmhttp://software.cisco.com/download/type.html?mdfid=282163829&i=rmPCCE_BK_I7CD3223_00_installation-and-upgrade-guide_chapter_0111.pdf#unique_31PCCE_BK_I7CD3223_00_installation-and-upgrade-guide_chapter_0111.pdf#unique_31

Upgrade Cisco Unified Intelligence Center from a Remote File System

Procedure

Step 1 SSH to your Cisco Unified Intelligence Center system and log in with the platform administration account.Step 2 From the CLI, run the command utils system upgrade initiate.Step 3 Choose SFTP or FTP.Step 4 Follow the instructions provided by the utils system upgrade initiate command.Step 5 Provide the location and credentials for the remote site.Step 6 At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch

version.Step 7 Sign in to verify that the upgrade was successful.Step 8 Repeat for the subscriber.Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.

Upgrade Unified Communications Manager

Pre-upgrade TasksBefore you upgrade Cisco Unified Communications Manager, you must:

• Ensure that you have the necessary license files for the new release.

• Back up your system. For more information, see the Disaster Recovery System Administration Guideat this address: http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.

• Obtain the upgrade file from Cisco.com and save it to an FTP or SFTP server. Be aware that directorynames and filenames that you enter to access the upgrade file are case-sensitive. For more information,see the Cisco Unified CommunicationsManager release notes at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-release-notes-list.html.

Upgrade

Upgrade Cisco Unified Communications Manager from DVD/CDUpgrade the publisher node first. Then upgrade the subscribers.


Upgrade from Release 9.0(x)Upgrade Unified Communications Manager

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.htmlhttp://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.htmlhttp://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-release-notes-list.htmlhttp://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-release-notes-list.html

Procedure

Step 1 SSH to your Cisco Unified Communications Manager system and log in with the platform administrationaccount.

Step 2 From the CLI, run the command utils system upgrade initiate.Step 3 Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate

command.Step 4 Mount the ISO image: Mount and Unmount ISO Files.Step 5 At the Automatically switch versions if the upgrade is successful prompt, type yes.Step 6 After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO:

mount-iso-10Step 7 Verify on the sign-in screen that the upgrade was successful.Step 8 When the upgrade for the publisher is complete, repeat for the two subscribers.

Upgrade Cisco Unified Communications Manager from a Remote File System

Procedure

Step 1 SSH to your Cisco Unified Communications Manager system and log in with the platform administrationaccount.

Step 2 From the CLI, run the command utils system upgrade initiate.Step 3 Choose SFTP or FTP.Step 4 Follow the instructions provided by the utils system upgrade initiate command.Step 5 Provide the location and credentials for the remote site.Step 6 At the Automatically switch versions if the upgrade is successful prompt, type yes.Step 7 Verify on the sign-in screen that the upgrade was successful.Step 8 When the upgrade for the publisher is complete, repeat for the two subscribers.

Switch Software VersionAfter you upgrade Unified Communications Manager, verify that the active software version is the versionto which you upgraded. If that version is inactive, switch versions following the directions in this procedure.

When you switch versions, the system restarts, and the inactive software becomes active. The system restartmay take up to 15 minutes.

You must switch the publisher node first.

This procedure causes the system to restart and become temporarily out of service.Caution




Procedure

Step 1 Log in to Cisco Unified Communications Operating System Administration from https:///cmplatform.

Step 2 Select Settings > Version.Step 3 Verify the version of the active software and the inactive software.Step 4 If the active version is not the version to which you upgraded, do the following:

a) Select Switch Versions to switch versions and restart the system.b) Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 21.c) Repeat for the subscriber on Side A and the subscriber on Side B.

Upgrade JTAPI on the Call ServerIf you upgrade Unified Communications Manager, you must also upgrade the JTAPI client that resides onthe Side A and Side B Call Servers.

You install the new JTAPI client using the Unified Communications Manager Administration application.

Procedure

Step 1 Uninstall the old JTAPI client from each Call Server:a) Stop PG1A/PG1B.b) Go to Control Panel > Programs.c) Uninstall the JTAPI client, following all prompts.

Step 2 To launch the Unified Communications Manager Administration application, enter the following URL in aWeb browser on each Call Server: https:///ccmadmin.

Step 3 Enter the username and password that you created when you installed and configured Unified CommunicationsManager.

Step 4 Select Application > Plug-ins.Step 5 Click Find to see the list of applications.Step 6 Click the download link next to Cisco JTAPI 32-bit client for Windows.Step 7 Choose Run this program from its current location. Click OK.Step 8 If a Security Warning box appears, click Yes to install.Step 9 When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications

Manager Publisher. Click Next.Step 10 Choose Next or Continue through the remaining setup windows. Accept the default installation path.Step 11 Click Finish and start the PGs.



License

Upgrade License

Before You Begin

Generate the license using this procedure: Generate and Register License

Procedure

Step 1 Unzip the license file from the email message.Step 2 Launch Unified Communications Manager in a browser (http://).Step 3 Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.Step 4 Under Other Fulfillment Options, select Fulfill Licenses from File.Step 5 Click Browse and locate your license file.Step 6 Click Install and close the popup window.Step 7 Navigate to Product Instances. Delete any old instances. Then click Add.Step 8 Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications

Manager Publisher.Step 9 Select Product type of Unified CM.Step 10 Click OK.Step 11 Click Synchronize Now.

Upgrade VMware Settings UtilityRun this utility during upgrade for ESXi host servers that are not active.

This tool validates and updates the VMs as follows:

• Ensures the VM is powered on.

• Updates VMware Tools, if necessary.

• Changes the VMware Operating System setting to match that of the Operating System of the Guest VM,if necessary.

• Changes the VM Memory Allocation setting to match the Packaged CCE specifications, if necessary.

• Changes the network adapter type on Cisco Unified Communications Manager, CCE, and CVP VMsto supported types, if necessary.

• Changes the network adapter type on the Finesse VMs to supported types, if necessary.

• Removes external persistent routes and re-adds them after the NICs are changed.


Upgrade from Release 9.0(x)License


Before You Begin

All Virtual Machines must be powered on and must have VMware tools installed.

Procedure

Step 1 Download the UpgradeVMwareSettings zip file from the PackagedContact Center Enterprise DeploymentScripts link on the Packaged CCE Download Software page (http://software.cisco.com/download/type.html?mdfid=284360381&i=rm). Extract the zip file locally.

Step 2 From the command line, run java -jar UpgradeVMwareSettings-10.0.jarStep 3 Enter the IP address of the Side A or Side B ESXi host.Step 4 Enter the username and password for root-level access to the ESXi host. This displays a list of all VMs on

that host.You see a summary of all Virtual Machines, listed by number, with a message that indicates if and what thetool needs to fix.

Step 5 Enter the number of the server you want to update. You must update one VM at a time.The results of the conversion process appear on the screen and are stored in the results directory in thevmwareConversion.log.

Step 6 If you are updating a Windows server, enter the username and password of the VM.Step 7 After running the update on the Call Server or Data Server, ensure that the network binding order is correct.

If the tool was unable to set the correct binding order, this message will appear on the console and in the log:The Utility is unable to fix the binding order for the network. See the procedure on binding order inConfigure Network Adapters for Call Server and Data Server.


Upgrade from Release 9.0(x)Upgrade VMware Settings Utility

http://software.cisco.com/download/type.html?mdfid=284360381&i=rmhttp://software.cisco.com/download/type.html?mdfid=284360381&i=rmPCCE_BK_I7CD3223_00_installation-and-upgrade-guide_chapter_010001.pdf#unique_70

Upgrade from Release 9.0(x)Prepare to UpgradeUpgrade SequenceUpgrade Cisco FinessePerform UpgradeUpgrade Finesse from DVD/CDUpgrade Finesse from a Remote File System

Upgrade Customer Voice Portal and CVP ReportingPre-upgrade TasksUpgradeUpgrade Cisco Unified CVP Operations ConsoleUpgrade Cisco Unified CVP Call ServerObtain and Apply Upgrade LicenseUpgrade Reporting ServerUpgrade Gateway Cisco IOS Version

Upgrade Unified Contact Center Data Server and Call ServerPre-upgrade tasksDisable Configuration ChangesIdentify PasswordsDownload the Enhanced Database Migration Tool

Upgrade Side AStop Services on Side A Data Server, Call Server, and External AWsUpgrade Data Server DatabasesRun Setup for the Data ServerRun Setup for the Cisco Unified CCE Call ServerRun Setup for Cisco CTI OS ServerShut Down Services on Side B and Any External AW-HDS-DDSStart Side A and Verify Operation

Upgrade Side BUpgrade Data Server DatabasesRun Setup for the Data ServerRun Setup for the Cisco Unified CCE Call ServerRun Setup for Cisco CTI OS ServerStart Side B

Upgrade external AW-HDS-DDSUpgrade External AW-HDS-DDS DatabaseRun Setup for the External AW-HDS-DDS

Post-upgrade tasksRe-enable Configuration ChangesSet Services to AutomaticInstall New Language Pack

Before Upgrading Cisco Unified Intelligence CenterRun the Utility to Update Cisco Unified Intelligence CenterValidate System and Build System Inventory

Upgrade Unified Intelligence CenterUpgradeAbout UpgradesDownload Upgrade FileUpgrade Cisco Unified Intelligence Center from DVD/CDUpgrade Cisco Unified Intelligence Center from a Remote File System

Upgrade Unified Communications ManagerPre-upgrade TasksUpgradeUpgrade Cisco Unified Communications Manager from DVD/CDUpgrade Cisco Unified Communications Manager from a Remote File SystemSwitch Software VersionUpgrade JTAPI on the Call Server

LicenseUpgrade License

Upgrade VMware Settings Utility

upgrade from release 9.0(x) - cisco · upgrade from release 9.0(x) • preparetoupgrade, page 1 •...

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