Upgrade Overview
Redundant Central Controller Upgrade Flow
The central controller consists of the Logger, Router, and Administration & Data Server. When upgrading the portion of your Cisco Contact Center, the central controller is upgraded before the other components. While one side (Side A or B) of the redundant system is being upgraded, the other side (Side A or B) operates in stand-alone mode.
For redundant systems, the general flow for upgrading the central controller is as follows:
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Upgrade the Side A Logger and Router along with the Administration & Data Server identified to be upgraded first to verify operations on the upgraded Side A Logger and Router.
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Bring Side A into service and verify the operation. Side B is brought down as Side A is coming into service along with other non-upgraded Administration & Data Server(s).
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Upgrade the Side B Logger and Router along with remaining Administration & Data Server(s).
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Bring Side B into service and verify that duplexed operation begins.
Update VM Properties
Rather than re-create the VMs in the new version of the OVA, you can manually update the VM properties to match the new OVA. After you upgrade the vSphere ESXi and before you upgrade the components, update the properties of each VM to match the appropriate OVA, as follows:
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Stop the VM.
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Restart the VM.
Caution |
Be careful when you upgrade the virtual machine network adapters. Done incorrectly, this upgrade can compromise the fault tolerance of your Cisco Contact Center. |
SQL Security Hardening
You can optionally apply SQL security hardening when running the installer. If your company employs custom security policies, bypass this option. Most other deployments benefit from SQL security hardening.
For more information about SQL security hardening, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Self-signed Certificate for Unified CCE Web Application
Note |
As part of the upgrade of Unified CCE servers, self-signed certificates employed by Unified CCE web applications such as Unified CCE web administration tool and Websetup, may get regenerated. You must add the new certificates to the trust list on the appropriate end devices. |
Upgrade Tools
During the upgrade process, use the following tools as required:
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AdminClientInstaller—Installs the Administration Client on a system that is not running other components.
The AdminClientInstaller is delivered on the installation media with the installer.
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12.0 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.
Note
Optionally, update the JRE installed by the Unified CCE Installer with a later version of the JRE. See Update the Java Runtime Environment (Optional).
If the ICM-CCE installer installs JRE on the Windows platform, the system retains only the Cisco approved CA certificates in the java certificate store, and removes all the unapproved certificates.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
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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.
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Domain Manager—Used to provision Active Directory.
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Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
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Peripheral Gateway Setup—Used to set up PGs, the CTI server, and the Outbound Option dialer.
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12.0 AdminClientInstaller—Installs the Administration Client on a system that is not running other components.
The AdminClientInstaller is delivered on the installation media with the installer.
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Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration Client Instances.
The Administration Client Setup is delivered on the installation media with the installer.
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Enhanced Database Migration Tool (EDMT)—A wizard application that is used for all upgrades to migrate the HDS, Logger, and BA databases during the upgrade process.
You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool Software Releases.
The prerequisites for running EDMT are:
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EDMT also requires Microsoft® ODBC Driver 11 for SQL Server® and Visual C++ Redistributable for Visual Studio 2015. 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.
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, restore the database from your backup, fix the error, and run the tool again.
Note
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You can select either SQL Server Authentication or Windows Authentication during database migration. In certain scenarios, for example, where the source and destination machines are in different domains, SQL Server Authentication can be used.
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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.
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The installer, not the EDMT, upgrades the AW database for the Administration & Data Server.
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User Migration Tool—A standalone Windows command-line application that is used for all upgrades that involve a change of domain. The tool imports the previously exported user accounts into the target domain during the upgrade.
You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool Software.
Note
User Migration Tool cannot be used for migrating users that are SSO enabled.