Technology Refresh Upgrade

Preupgrade Overview

The preupgrade process ensures that your systems have the necessary software to support your contact center. These tasks prepare the way for a successful upgrade of your Cisco contact center components to the new release.

Preupgrade Tools

During the preupgrade process, use the following tools as required:

  • User Migration Tool—A standalone Windows command-line application used for all upgrades that involve a change of domain. The tool exports all existing user accounts (config/setup and supervisors) from the source domain to a .bin file. The file is used in the target domain during the upgrade.

    You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool Software.

  • 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.

  • Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to create new databases, modify or delete existing databases, and perform limited SQL Server configuration tasks.

    The ICMDBA Tool is delivered with the main installer.

  • Domain Manager—Used to provision Active Directory.

    The Domain Manager Tool is delivered with the main installer.

  • Upgrade.exe—Used to upgrade the schema of the logger, AW DB, HDS DB, and BA databases to a version compatible with the current Unified CCE software version. It is typically used when the installer fails to automatically upgrade the schema.

    Perform the following steps to use the tool:

    <ICM install directory>:\icm\bin>upgrade.exe -s <Server Name> -d <Database name> -dt <Database Type> -i <Instance Name>

    Where

    <Database Type> - can be either " logger" or "hds" or "aw" or "ba", depending on the database that requires the schema to be upgraded.

Technology Refresh Preupgrade Task flow

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.

Disable Configuration Changes

Perform this step on one side only. It is automatically replicated to the other side.

Procedure

Step 1

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.

Step 2

Confirm that configuration changes are disabled by attempting to save a configuration change.

When you try to save the change, a message is displayed confirming the change failure.

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.

Technology Refresh Upgrade Task Flow

For the Unified CCE core components, there is a general flow for redundant systems; Sides A and B are brought down, upgraded, tested, and brought back up in sequence. That sequence ensures the operation of the Cisco Contact Center during the entire upgrade process.


Note

For coresident configurations, upgrade Finesse and ECE along with the CUIC/LiveData /IdS server upgrade.

For Technology Refresh upgrades, perform the following upgrade tasks:

Task

See

Identity Service/SSO

Identity Service (IdS) /Single Sign-On(SSO)

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

For more information, see Unified CCE Contact Center Upgrade Flowcharts

For IdS upgrade, refer to the same steps 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

Upgrade Enterprise Chat and Email (ECE)

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

Upgrade Finesse

Note 

Before you upgrade to Finesse 12.0, apply the ES11 patch on Cisco Unified Intelligence Center 11.6 for the reporting gadgets to continue to work on the new Finesse desktop.

For more information, see Cisco Finesse Installation and Upgrade Guide at

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

Note 

ES69 provides the ability to connect a maximum of two versions of Finesse to the same PG during the upgrade or migration process to facilitate the migration of agents and supervisors to the new Finesse version. However, this mode of operation is not supported for production use beyond the upgrade or migration phase.

Upgrade SocialMiner

Cisco SocialMiner User Guide at

http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/products-installation-guides-list.html.

Queuing and self-service components

Upgrade Cisco Unified Customer Voice Portal1

Note 
Before you upgrade to Unified CVP 12.0, the ES84 patch has to be applied to Cisco VVB 11.6 in order to maintain compatibility between Unified CVP 12.0 and Cisco VVB 11.6.

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

Infrastructure and media resource components

Upgrade voice and data gateways

Upgrade Voice and Data Gateways

Reporting server

Upgrade Cisco Unified Intelligence Center server

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

Unified CCE Central Controller and Administration & Data Server components

Bring down Side A Logger, migrate Logger database, and upgrade Logger

Migrate the Logger Database and Upgrade the Logger

Bring down Side A Call Router, and upgrade

Upgrade Unified CCE Call Router

Upgrade Administration & Data Server connected to Side A.

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

Bring Side A Logger and Call Router into service, bring down Side B Logger and Call Router

Bring Upgraded Side A into Service

Migrate Side B Logger database and upgrade Logger

Migrate the Logger Database and Upgrade the Logger

Upgrade Side B Call Router

Upgrade Unified CCE Call Router

Bring Side B Call Router into service and verify operation

Verify Operation of Upgraded Side B Call Router and Logger

Bring Side B Logger into service and verify operation.

Upgrade Administration & Data Server connected to Side B.

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

Upgrade Cisco Unified Intelligence Center reporting templates

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

Upgrade Cisco Unified Contact Center Management Portal

Upgrading Dual Sided Unified CCMP at

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

Upgrade Administration Client

Upgrade Unified CCE Administration Client

Database Performance Enhancement

Database Performance Enhancement

Unified CCE Peripheral Gateways and associated components

Upgrade PGs

Upgrade Peripheral Gateways

Upgrade Outbound Option Dialer

Upgrade Outbound Option Dialer

Upgrade CTI OS server

CTI OS System Manager Guide for Cisco Unified ICM at

https://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/products-installation-guides-list.html

Desktop Client components

Upgrade CTI OS Agent and Supervisor Desktops

CTI OS System Manager Guide for Cisco Unified ICM at

https://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/products-installation-guides-list.html

Call Processing components

Upgrade Cisco Unified Communications Manager

Upgrade Guide for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-management-portal/tsd-products-support-install-and-upgrade-technotes-list.html

(Install) the JTAPI client on the Cisco Unified Communications Manager PG

Upgrade Cisco JTAPI Client on PG

Media Recording components

Upgrade MediaSense 2

Installation and Administration Guide for Cisco MediaSense at

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

1 If you are using Unified IP IVR for self-service and queuing, see Getting Started with Cisco Unified IP IVR.
2 UCCE 12.0 supports only Cisco MediaSense 11.5.

Technology Refresh Upgrade Tasks

The following section provides instructions about upgrading Unified CCE components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Technology Refresh Upgrade Task Flow.

Migrate the Logger Database and Upgrade the Logger

To upgrade the Logger, do the following tasks:

  • Migrate the Logger database.

  • If you use Outbound Option High Availability, migrate the Outbound Option database.

  • Install the new software.

Before you begin

  • 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 Logger.

Step 2

Download the EDMT tool from Cisco.com, and ensure prerequisites for the same are installed on the target/destination system, before launching EDMT. These include the ODBC Driver 11 for SQL Server, and Visual C++ Redistributable for Visual Studio 2015.

Step 3

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

Step 4

Select Technology Refresh and click Next.

Step 5

Under Source Database Connection, in the HostName\IP Address field, type the Source IP and click Refresh Database List.

Step 6

Select the Logger Database name, and click Next.

Step 7

In the Windows Share Name field, type the name of the shared folder that you created.

Step 8

In the Windows Share Password field, type the password of the destination machine, and click Next.

Step 9

Review or change the information as required and click Start Migration.

Step 10

Exit the EDMT.

Note 

Set the TempDB AutoGrowth of Data files to 100 MB manually.
Step 11

(Optional) If Outbound Option High Availability is deployed, repeat steps 1 through 12 to migrate the BA database.

Step 12

Launch the ICM-CCE-Installer and click Next.

Step 13

Select Technology Refresh and click Next.

Step 14

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

Step 15

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

Step 16

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

Step 17

Click OK on any informational messages that display.

Step 18

Click Install.

Step 19

Restart the server when the upgrade completes.

Step 20

Open the Web Setup tool from the desktop shortcut.

Step 21

Edit the instance as necessary.

Step 22

(Optional) In case of Cross Domain upgrade, launch Web Setup, select instance and click on Change Domain to use the new domain for destination Unified CCE.

Edit instance and you might need to change the facility or instance number if required.

Step 23

Edit the Logger component as necessary.

Edit the Logger component. In the Summary window, update the service account management section, with a pre-existing domain user that the Logger service would run under.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Note 
Ensure that the domain user is created in the new domain to perform the service operation of Loggers and Administration & Data Servers component.
Caution 

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

Step 24

(Optional) If it's a Cross Domain upgrade, use the User Migration tool to import the users and OU information which you exported from the source machine during the pre-upgrade process. See User Migration Tool in Preupgrade Overview.

Step 25

Use Unified CCE Service Control to set all Unified CCE services on the new Logger to Manual Start.

Upgrade Unified CCE Call Router

To upgrade the Call Router, do the following tasks:

  • Import the Cisco registry information.

  • Install the new software.

  • Set up the new Call Router using the Web Setup tool.

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

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

Step 5

Click OK on any informational messages that display.

Step 6

Click Install.

Step 7

Restart the server when the upgrade completes.

Step 8

Run the mandatory update before applying any ES, if you have a fresh install or Technology Refresh upgrade planned for PCCE or UCCE 12.0(1), on the Windows Server 2016. You can download the CCE 12.0 Mandatory Update for Fresh Install/Tech Refresh from https://software.cisco.com/download/home/268439622/type/280840583/release/12.0(1).

Step 9

Open the Web Setup tool from the desktop shortcut.

Step 10

Edit the instance as necessary.

For a domain change, change the domain of the instance. Additionally, you might need to change the facility or instance number as required.

Step 11

Edit the Call Router component as necessary.

If there are references to out-of-date network interfce names or IP addresses for the public and private networks for the Router, update this information.

Step 12

Use Unified CCE Service Control to set all Unified CCE services on the new Call Router to Manual Start.

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

To upgrade the Administration & Data Server, do the following tasks:

  • Migrate the HDS database (if applicable. Non-HDS configurations do not require this action.)

  • Import the Cisco registry information.

  • Install the new software.

  • Set up the new Administration & Data Server through the Web Setup tool.

The Installer upgrades the AW database that is associated with the Administration & Data server. The EDMT does not upgrade the AW database.

Before you begin

  • 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 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 11 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 HDS database and click Next. For non-HDS Server configurations, skip to step 11.

Step 4

Select Technology Refresh and click Next.

Step 5

Under Source Database Connection, in the HostName\IP Address field, type the Source IP, and click Refresh Database List.

Step 6

Under Destination Database Connection, in the SQL Server Port Number field, enter the destination SQL server port number, and then click Next.

Step 7

Select the HDS Database name, and click Next.

Step 8

In the Windows Share Name field, type the name of the shared folder that you created.

Step 9

In the Windows Share Password field, type the password of the destination machine, and click Next.

Step 10

Review or change the information as required, highlight the HDS database, and click Start Migration.

Step 11

Exit the EDMT.

Note 

Set the TempDB AutoGrowth of Data files to 100 MB manually.
Step 12

Launch the ICM-CCE-Installer and click Next.

Step 13

Select Technology Refresh and click Next.

Step 14

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

Step 15

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

Step 16

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

Step 17

Click OK on any informational messages that display.

Step 18

Click Install.

Step 19

Restart the server when the upgrade completes.

Step 20

Run the mandatory update before applying any ES, if you have a fresh install or Technology Refresh upgrade planned for PCCE or UCCE 12.0(1), on the Windows Server 2016. You can download the CCE 12.0 Mandatory Update for Fresh Install/Tech Refresh from https://software.cisco.com/download/home/268439622/type/280840583/release/12.0(1).

Step 21

Open the Web Setup tool from the desktop shortcut.

Step 22

Edit the instance as necessary.

Step 23

(Optional) In case of Cross Domain upgrade, launch Websetup, select the instance and click on Change Domain in order to use the new domain for destination Unified CCE.

Edit the instance. You might need to change the facility or instance number if required.

Step 24

Edit the Administration & Data Server component as necessary and in the Summary window, update the Service Account manager with the domain user to perform the service operation.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Note 
Ensure that the domain user is created in the new domain to perform the service operation of Loggers and Administration & Data Servers component.
Caution 

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

For more information about configuring permissions in your local machine, see Configure Permissions in the Local Machine.

Step 25

Use Unified CCE Service Control to set all Unified CCE services on the new Administration & Data Server to Manual Start.

Step 26

Start the Unified CCE services for Logger and Router on both Side A and Side B. Also, start the Distributor service for the all sites. Then, launch the Configuration Manager tool to check if it is working fine.

Note 
The time required to complete a data migration varies in a direct relationship to the database size (the larger the database size, the longer it takes to migrate) and the server hardware performance level.
Note 

If Outbound Options High Availability was disabled on source machines prior to the upgrade, you can enable it on Side A and Side B Destination machines if both the sides have been migrated successfully.

Synchronizing or Updating Configuration and Historical Data from Production Server to Staged Server During Cut Over

The EDMT tool can also be used to migrate data from a Logger or HDS production server, to the one that has already been staged on version 12.0 (1) . These two pronged upgrade steps are typically performed to reduce the downtime needed during cut-over to the new version.

While the parallel 12.0(1) systems are staged and tested, the 11.0(x)/11.5(x)/11.6(x) production servers continue to process calls. On the day of the cut-over, the data in the 12.0 (1) staged servers, can be updated or synchronized with that of the production server, by running the EDMT tool, for each of the Logger and HDS database.

This will synchronize the database with 12.5(1) schema. However, due to the 12.6(1) database schema version being different from its base 12.5(1) version, the synchronized database will be incompatible with 12.6(1). The administrator would have to manually use upgrade.exe utility to upgrade the database schema before starting the CCE Logger or Distributor service.

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

Perform the following steps to use the tool:

<Install Drive>: \icm\bin>upgrade.exe -s <Server Name> -d <Database name> -dt <Database Type> -i <Instance Name>

Where

<Database Type> - can be either " logger" or "hds", depending on the database that requires the schema to be upgraded.

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

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

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 Unified Communications Manager PG:

  • If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the associated Unified Communications Manager PG.

  • 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.

Procedure

Step 1

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

Step 2

Launch the ICM-CCE-Installer and click Next.

Step 3

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

Step 4

Select Technology Refresh and click Next.

Step 5

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 Unified Communications Manager PG also contains information for the CTI OS server (if applicable).

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

Run the mandatory update before applying any ES, if you have a fresh install or Technology Refresh upgrade planned for PCCE or UCCE 12.0(1), on the Windows Server 2016. You can download the CCE 12.0 Mandatory Update for Fresh Install/Tech Refresh from https://software.cisco.com/download/home/268439622/type/280840583/release/12.0(1).

Step 10

After reboot, open the Peripheral Gateway Setup tool from the desktop shortcut and make any necessary changes. See the "Install" section of this document for specific information.

If there are references to out-of-date network interface names or IP addresses for the public and private networks for the Logger, update this information.

Step 11

Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer as required.
Step 12

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

Upgrade Outbound Option Dialer

To upgrade the Outbound Option Dialer, import the Cisco registry information, install the new software, and set up the new Dialer using the PG Setup tool.

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

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

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

Run the mandatory update before applying any ES, if you have a fresh install or Technology Refresh upgrade planned for PCCE or UCCE 12.0(1), on the Windows Server 2016. You can download the CCE 12.0 Mandatory Update for Fresh Install/Tech Refresh from https://software.cisco.com/download/home/268439622/type/280840583/release/12.0(1).

Step 9

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

Step 10

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

Upgrade Unified CCE Administration Client

There is no support for Administration Clients to be upgraded via Technology Refresh upgrade. Either perform an in-place common ground upgrade of Administration Clients, and make edits as necessary using the Administration Client setup, or perform a fresh installation of Administration Client on a new system.