Upgrade Side A

• Upgrade Side A Tasks, on page 1• Unified CVP Reporting Server Preupgrade Procedures, on page 7• Common Software Upgrade Procedures, on page 8• Finesse Upgrade Procedures, on page 13• Unified Intelligence Center Upgrade Procedures, on page 13• Unified Contact Center Enterprise Data Server and External AW-HDS-DDS Upgrade Procedures, onpage 14

• Cisco Unified Customer Voice Portal Upgrade Procedures, on page 17• Cisco Enterprise Voice Gateway Upgrade Procedures, on page 20• Unified CCE Call Server Upgrade Procedures, on page 21• Unified Communications Manager Upgrade Procedures, on page 22

Upgrade Side A Tasks

Begin upgrading Side A when all call activity ends on that side. Confirm that call activity has ended on SideA by checking the following:

• In the Unified CVP Diagnostic Portal, check that no Side A ports are in use.

• In the Unified Communications Manager RTMT tool, check that phones have migrated to Side B.

Important

When completing the upgrade tasks in the table below, you must upgrade the Windows Operating Systembefore you upgrade Windows-based applications (Unified CCE and Unified CVP). You can perform all othermajor upgrade steps in parallel. For example, you can upgrade the Finesse Primary node and the UnifiedIntelligence Center Publisher in parallel.

For best results, place upgrade media ISOs on local data stores.

TaskStep

Complete External CVP Reporting Server tasks, if used

Complete the Unified CVP Reporting Server preupgrade tasks.

See Unified CVP Reporting Server Preupgrade Tasks, on page 7.

1

Upgrade Side A1

TaskStep

Unload Data from the Unified CVP Reporting Server Database.

See Unload Data From Reporting Database, on page 7

2

Uninstall the Unified CVP Reporting Server.

See Uninstall the Unified CVP Component from the Reporting Server VM, on page 8.

3

Upgrade vSphere ESXi, if needed

Upgrade to a supported version of ESXi version, if needed.

For the supported ESXi versions for this release, see the Virtualization for Cisco Packaged CCEat http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.

If you are using a supported ESXi version and want to upgrade to different supported ESXiversion, you can upgrade now, or after the Packaged CCE upgrade is complete.

See Upgrade VMware vSphere ESXi, on page 8.

4

Run the Upgrade VMware Settings Utility on Side A Windows VMs

Run the Upgrade VMware Settings Utility on the following Side A Windows VMs.

• Unified CVP Server 1A

• Unified CVP Server 2A

• Unified CVP OAMP Server

• Unified CCE Data Server

• Unified CCE Call Server

• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used

• External Unified CVP Reporting Server, if used

Do not run Upgrade VMware Settings Utility on Finesse, Unified Intelligence Center,or Unified Communications Manager at this point in the upgrade.

Important

See Upgrade VMware Settings Utility, on page 8.

5

Upgrade Finesse Primary node

Upgrade Finesse Primary node.

See either:

• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 10

• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page 12

6

Optional: Reinstall Finesse to support aligned partitions.

See Reinstall Finesse to Support Aligned Partitions, on page 13.

7

Upgrade Unified Intelligence Center Publisher

Upgrade Side A2

Upgrade Side AUpgrade Side A Tasks

TaskStep

Upgrade Unified Intelligence Center Publisher.

Your configuration information migrates automatically to the upgraded version in the activepartition.

See either:

• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 10

• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page 12

8

Optional: Reinstall Unified Intelligence Center to support aligned partitions.

See Reinstall Unified Intelligence Center to Support Aligned Partitions, on page 13.

9

Upgrade Windows Operating System on Side A VMs

Upgrade Microsoft Windows Operating System to Windows 2012 R2 for the following Side AVMs:

• Unified CVP Server 1A

• Unified CVP Server 2A

• Unified CVP OAMP Server

• Unified CCE Data Server

• Unified CCE Call Server

• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used

• External Unified CVP Reporting Server, if used

See Upgrade to Windows 2012 R2 Standard, on page 10.

10

Remove the previous Windows installation using the Disk Cleanup utility.

To use the utility, install Desktop Experience from Windows Server Manager.

For more information on installing Desktop Experience or using the Disk Cleanup utility, seeMicrosoft documentation.

11

Check the persistent static routes and static network configurations (for private and publicinterfaces). If the network settings are lost, reconfigure these settings.

To reset persistent static routes on the Side A Unified CCE Call Server and Data Server, see SetPersistent Static Routes.

12

The multilingual language pack is uninstalled automatically after upgrade. Install the languagepack manually. For more information on installing language packs, see Microsoft documentationat http://www.microsoft.com/OEM/en/installation/downloads/Pages/Windows-Server-2012-Language-Packs.aspx#fbid=zkB4qwO9rHR.

13

Upgrade Side A Unified CCE Data Server

Upgrade Side A3

Upgrade Side AUpgrade Side A Tasks

TaskStep

Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.

See Upgrade to SQL Server 2014, on page 14.

14

Upgrade the Unified CCE Data Server database and, if using Outbound Option, the BA database.

See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, onpage 15.

15

Upgrade the Unified CCE Data Server.

See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page 16.

16

Optional: Install the Language Pack if the customer requires a language other than the default(English).

See Install the Language Pack, on page 16.

17

Upgrade External AW-HDS-DDS with Side A as the Central Controller preferred side, if used

Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.

See Upgrade to SQL Server 2014, on page 14.

18

Upgrade the External AW-HDS-DDS database.

See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, onpage 15.

19

Upgrade the External AW-HDS-DDS.

See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page 16.

20

Optional: Install the Language Pack if the customer requires a language other than the default(English).

See Install the Language Pack, on page 16.

21

Upgrade Side A Unified CVP VMs

You can upgrade all Unified CVP nodes on Side A in parallel.

Upgrade Unified CVP OAMP Server.

See Upgrade the Unified CVP Operations Console, on page 18.

22

Upgrade Unified CVP Server 1A.

See Upgrade the Unified CVP Server, on page 17.

23

Upgrade Unified CVP Server 2A.

See Upgrade the Unified CVP Server, on page 17.

24

Upgrade Side A4

Upgrade Side AUpgrade Side A Tasks

TaskStep

Obtain and transfer the license now, if you do not have an External Unified CVP Reporting Server.

If you have an External Unified CVP Reporting Server, you can transfer the upgrade license toall Unified CVP components after upgrading the External Unified CVP Reporting Server.

See Obtain and Transfer the Upgrade License for Unified CVP, on page 20.

25

Transfer scripts and media files to the gateways that are not being used currently by Side B.

If all gateways are being used, perform this step during the cut-over to Side B.

See Transfer Unified CVP Scripts and Media Files

26

Upgrade Side A Cisco Voice Gateway IOS Version, if needed

Upgrade the Cisco Voice Gateway IOS version to the minimum version required by the upgradedrelease of Packaged CCE (or later). See the Cisco Packaged CCE Software Compatibility Matrixat http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE for IOS supportinformation.

See Upgrade the Cisco Voice Gateway IOS Version, on page 20.

27

Upgrade Side A Unified CCE Call Server

Upgrade the Unified CCE Call Server.

See Run Setup for the Unified CCE Call Server, on page 21.

28

Upgrade the CTI OS Server, if used.

See Run Setup for Cisco CTI OS Server, on page 21.

29

Install 11.0 External CVP Reporting Server, if used

Install Unified CVP Reporting Server 11.0(1)

See Install Cisco Unified CVP Reporting Server

30

Load data to the Unified CVP Reporting Server.

See Load Data to Reporting Server Database, on page 19.

31

Save and deploy the Unified CVP Reporting Server in the Operations Console.

See Save and Deploy the Unified CVP Reporting Server, on page 19.

32

Obtain and transfer the upgrade license.

See Obtain and Transfer the Upgrade License for Unified CVP, on page 20.

33

Upgrade Side A Unified Communications Manager Publisher and Subscriber 1

Upgrade the Side A Unified Communications Manager Publisher.

See either:

• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 10

• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page 12

34

Upgrade Side A5

Upgrade Side AUpgrade Side A Tasks

TaskStep

Upgrade the Side A Unified Communications Manager Subscriber 1.

The Unified Communications Manager Publisher upgrade must be complete and thenew release software must be the active version before you upgrade the UnifiedCommunications Manager Subscriber.

Important

See either:

• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 10

• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page 12

35

Upgrade the Unified Communications Manager license.

See Upgrade Unified Communications Manager License, on page 22.

36

Upgrade JTAPI on the Side A Unified CCE Call Server.

See Upgrade JTAPI on the Call Server, on page 22.

37

Run the Upgrade VMware Settings Utility on Side A VMs

Re-run the Upgrade VMware Settings Utility on Side A Windows VMs.

• Unified CVP Server 1A

• Unified CVP Server 2A

• Unified CVP OAMP Server

• Unified CCE Data Server

• Unified CCE Call Server

• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used

• External Unified CVP Reporting Server, if used

See Upgrade VMware Settings Utility, on page 8.

38

Run the Upgrade VMware Settings Utility on Side A VOS VMs.

• Finesse Primary node

• Unified Intelligence Center Publisher

• Unified Communications Manager Publisher

• Unified Communications Manager Subscriber 1

See Upgrade VMware Settings Utility, on page 8.

39

Upgrade Side A6

Upgrade Side AUpgrade Side A Tasks

Unified CVP Reporting Server Preupgrade Procedures

Unified CVP Reporting Server Preupgrade Tasks

Procedure

Step 1 Back up the Informix database by running C:\Cisco\CVP\bin\cvpbackup.bat.

This backs up the database to E:\cvp-db-backup\cvp-backup-data.gz.

Step 2 Turn off the scheduled purge, as follows:a) Open Administrative Tools > Task Scheduler.b) In the Active Tasks, double-click one of the Unified CVP tasks.c) Select all of the Unified CVP-related tasks, right-click, and choose Disable

Step 3 Ensure that Unified CVP Reporting Server is not part of any domain and is part of a workgroup. Add it to thedomain after the upgrade, if necessary.

Unload Data From Reporting Database

Procedure

Step 1 Log in as user Informix (cvp_dbadmin) to Unified CVP.Step 2 Stop the Cisco CVP Call Server service from the Windows Service Manager.

The unload script checks the hard disk space before unloading.Note

Step 3 Access the Unified CVP installation file.Step 4 From the command prompt, change the directory to the migration folder.

You can also copy the migration folder to local disk and run the unload script directly.Note

Step 5 Locate the migrate_unload.bat file.Step 6 By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the default

path, then update the path in unl.sql:

create procedure unld(path char(128) default "c: \migration\") RETURNING char(128)

Step 7 Run the following command to unload the Reporting database:

Example:

migrate_unload.bat

After the script executes, the database is exported into the cvpdb.tar file in the path provided. Here the cvpdb.tarfile is exported to c:\cvpdata. This folder should have full access permission for “cvp_dbadmin” user.

Upgrade Side A7

Upgrade Side AUnified CVP Reporting Server Preupgrade Procedures

Step 8 Copy the exported cvpdb.tar file to the Unified CVP database Reporting Server.

Uninstall the Unified CVP Component from the Reporting Server VM

Before you begin

• Shut down all applications and close all open files.

• Close the Unified CVP component and related files.

Procedure

Step 1 Click Start > Control Panel > Programs and Features.Step 2 Click Cisco Unified Customer Voice Portal / Cisco Unified Call Studio, and then click Uninstall.Step 3 Click Next.

After uninstallation, the Uninstall Complete screen appears. Reboot the server.

The Unified CVP uninstallation procedure does not clean up all the files and folders, such as logfiles, media files, and folders that are generated postinstallation. Media folders with same namesare replaced during the CVP installation process. User-created media files and folders remainunchanged during CVP upgrade. Create all the media folders in wwwroot and use the relative pathsto simplify the migration process for the future releases that support a-law and mu-law files.

Note

Common Software Upgrade Procedures

Upgrade VMware vSphere ESXiIf you use VMware vCenter Server in your deployment, upgrade VMware vCenter Server before upgradingVMware vSphere ESXi.

Upgrade VMWare vSphere ESXi on Side A and Side B servers to the latest version supported with this releaseof Packaged CCE. Packaged CCE uses standard upgrade procedures, which you can find using VMwaredocumentation (https://www.vmware.com/support/pubs/).

Upgrade VMware Settings Utility

Run this utility only when instructed by the Side A and Side B upgrade task sequences.Important

Use the latest version of this utility for the release to which you are upgrading.

Upgrade Side A8

Upgrade Side AUninstall the Unified CVP Component from the Reporting Server VM

Run this utility during upgrade for inactive ESXi host servers. You can run the utility from any machine fromwhich you can access either the VCenter or the VM Host machine.

This tool validates and updates the VMs as follows:

• Validates VM names.• Updates VMware Tools.• Changes the CPU,memory, network adapter,Windows disk controller, video card, and VMware operatingsystem settings on the VMs to match the system requirements for this release.

• Updates Virtual Machine Version (for Unified CVP) .

For the OVA specifications for this release, see the Virtualization for Cisco Packaged CCE athttp://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.

Before you begin

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

The names of the VMs must not contain spaces or special characters, and must be no more than 32 characters.

To run the utility, Java 7 (any update) must be installed. Java 8 and later releases are not supported.

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-<version>.jar. (For example, java -jar

UpgradeVMwareSettings-11.0.jar)Step 3 The following instructions depend on whether the ESXi host is part of a vCenter. Follow the appropriate

instructions for your system.

• If the ESXi host is part of a vCenter, enter yes. Enter the IP address of the vCenter, credentials foradministrator-level access to the vCenter, and the IP address of the Side A or Side B ESXi host.

• If the ESXi host is not part of a vCenter, enter no. Enter the IP address of the Side A or Side B ESXihost, and credentials for root-level access to the ESXi host.

Step 4 A summary of all VMs listed by number appears, with a message that indicates what actions (if any) the toolmust perform. Enter the number for the server that requires an update (only one VM can be updated at a time).

If the Windows Disk Controller on the Windows-based VMs must be updated to LSI Logic SAS, enter theWindows OS Administrator username and password.

The results of the conversion process appear on the screen, and are stored in the results directory in thevmwareConversion.log.

Related TopicsUpgrade Side A Tasks, on page 1Upgrade Side B Tasks

Upgrade Side A9

Upgrade Side AUpgrade VMware Settings Utility

Upgrade to Windows 2012 R2 StandardMicrosoft supports in-place upgrade of the operating system and SQL. This topic does not provide instructionsfor upgrading to Microsoft Windows Server 2012 R2. For this information, see the corresponding Microsoftdocumentation. This topic only highlights the actions that you perform before you attempt the upgrade andafter you complete the upgrade of the operating system.

Packaged CCE 11.0(x) supports only Windows Server 2012 R2 Standard (Server with a GUI).Important

Before you begin

• Upgrading to Windows Server 2012 deletes the persistent static routes for the Unified CCE Call Serversand Data Servers. Record your persistent static routes before upgrading. Reconfigure these settings afterthe upgrade completes.

• During an upgrade, you can lose static network configuration if there is a ghosted network adapter onthe VM.

Ensure that the VM does not have a ghosted network adapter before the upgrade.Important

Make any ghosted (hidden) network adapter visible and uninstall it from the device manager before theupgrade to Windows Server 2012 R2 Standard. Refer to VMware KB article 1179 for the detailed steps.

• Upgrading to Windows Server 2012 may delete static network configuration (for private and publicinterfaces) for all Windows VMs. Record your static network configuration, including TCP/IP IPv4information, before upgrading. Reconfigure these settings after the upgrade completes.

Upgrading may also change the order in which network connections are accessed. After the upgradecompletes, check to ensure that the public network is listed before the private network (Network andSharing Center > Change adapter settings and then press Alt).

• When you are upgrading Windows on the Unified CCE Call Server, verify that configuration changesare prevented. The following message is displayed when you attempt to save a configuration change:Failed to update the database. Exclusive access to the CallRouterdenied because configuration changes are currently disabled in therouter registry.

• Ensure that the virtual machine has enough space before the upgrade. Operating System upgrade toWindows 2012 requires minimum of 16-GB primary hard disk space. If the virtual machine is a UnifiedCCE Data Server, the upgrade to SQL Server 2014 Standard or Enterprise edition requires an extra 6GB.

Upgrade VOS-Based Contact Center Applications from DVD/CDFinesse and Unified Intelligence Center 11.0 support aligned partitions, but only with a fresh installation.When you upgrade from a previous release, the platform detects the unaligned partitions and displays thefollowing error: ERROR-UNSUPPORTED: Partitions unaligned.

Upgrade Side A10

Upgrade Side AUpgrade to Windows 2012 R2 Standard

You can run Finesse and Unified Intelligence Center with the unaligned partitions without functional impact.To experience the benefits of aligned partitions, you must you perform a fresh installation after upgrade.

Procedure

Step 1 Upgrade VMware Settings

Before you perform an upgrade to 11.x, modify the following virtual machine settings (Red Hat EnterpriseLinux version, Network Adapter, Memory and Video Card) as follows:

a) Power down the virtual machine.b) From VMWare VSphere, select the virtual machine > Edit Settings. The Virtual Machine Properties

window appears.c) In the Options tab, select General Options and update the Guest Operating System from Red Hat

Enterprise Linux 4(32-bit) to Red Hat Enterprise Linux 6(64-bit). Click OK.d) Again select the virtual machine > Edit Settings.e) In the Hardware tab, update the following parameters:

Memory >Memory Size > 10GB.

Video Card > Total Video Memory > 8MB.

f) Power on the virtual machine and continue with the upgrade.

Step 2 SSH to the Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it inthe VM console in VSphere.

Step 3 Log in with the platform administration account.Step 4 Mount the ISO image.Step 5 From the CLI, run the command utils system upgrade initiate.Step 6 Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate

command.Step 7 Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.Step 8 At the Automatically switch versions if the upgrade is successful prompt, type yes.Step 9 After the upgrade is complete, disconnect the CD/DVD drive by unmounting the ISO.Step 10 Verify that the upgrade was successful, as follows:

• Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesseserver>/desktop).

After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.Note

• Unified Intelligence Center: Sign in to Unified Intelligence Center(https://<hostname>:8444/cuic).

• Unified Communications Manager: Verify on the sign-in screen in the console.

Related TopicsMount and Unmount ISO Files

Upgrade Side A11

Upgrade Side AUpgrade VOS-Based Contact Center Applications from DVD/CD

Upgrade VOS-Based Contact Center Applications from a Remote File SystemFinesse and Unified Intelligence Center 11.0 support aligned partitions, but only with a fresh installation.When you upgrade from a previous release, the platform detects the unaligned partitions and displays thefollowing error: ERROR-UNSUPPORTED: Partitions unaligned.

You can run Finesse and Unified Intelligence Center with the unaligned partitions without functional impact.To experience the benefits of aligned partitions, you must you perform a fresh installation after upgrade.

Procedure

Step 1 Upgrade VMware Settings

Before you perform an upgrade to 11.x, modify the following virtual machine settings (Red Hat EnterpriseLinux version, Network Adapter, Memory and Video Card) as follows:

a) Power down the virtual machine.b) From VMWare VSphere, select the virtual machine > Edit Settings. The Virtual Machine Properties

window appears.c) In the Options tab, select General Options and update the Guest Operating System from Red Hat

Enterprise Linux 4(32-bit) to Red Hat Enterprise Linux 6(64-bit). Click OK.d) Again select the virtual machine > Edit Settings.e) In the Hardware tab, update the following parameters:

Memory >Memory Size > 10GB.

Video Card > Total Video Memory > 8MB.

f) Power on the virtual machine and continue with the upgrade.

Step 2 SSH to your Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it inthe VM console in VSphere.

Step 3 Log in with the platform administration account.Step 4 From the CLI, run the command utils system upgrade initiate.Step 5 Choose SFTP or FTP.Step 6 Follow the instructions provided by the utils system upgrade initiate command.Step 7 Provide the location and credentials for the remote site.Step 8 Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.Step 9 At the Automatically switch versions if the upgrade is successful prompt, type yes.Step 10 Verify that the upgrade was successful, as follows:

• Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesseserver>/desktop).

After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.Note

• Unified Intelligence Center: Sign in to Unified Intelligence Center(https://<hostname>:8444/cuic).

Upgrade Side A12

Upgrade Side AUpgrade VOS-Based Contact Center Applications from a Remote File System

• Unified Communications Manager: Verify on the sign-in screen in the console.

Finesse Upgrade Procedures

Reinstall Finesse to Support Aligned PartitionsFinesse 11.0 supports aligned partitions with fresh installations only. To experience the benefits of alignedpartitions, perform this procedure after upgrading Finesse to release 11.0.

Procedure

Step 1 Perform a backup on the primary Finesse server using the Disaster Recovery System (DRS) application. Toaccess the DRS application, direct your browser to https://FQDN of Finesse server:8443/drf.

Step 2 Perform a fresh installation of Finesse Release 11.0.Step 3 Access the DRS application and perform a restore from your backup.

For more information about DRS backup and restore, see the detailed online help provided with the DRSapplication and the Cisco Finesse Administration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.

Related TopicsInstall Publishers/Primary Nodes of VOS-Based Contact Center ApplicationsInstall Subscribers/Secondary Nodes of VOS-Based Contact Center Applications

Unified Intelligence Center Upgrade Procedures

Reinstall Unified Intelligence Center to Support Aligned PartitionsUnified Intelligence Center 11.0 supports aligned partitions with fresh installations only. To experience thebenefits of aligned partitions, perform this procedure after upgrading Unified Intelligence Center to release11.0.

Procedure

Step 1 Perform a backup on the primary Unified Intelligence Center server using the Disaster Recovery System(DRS) application. To access the DRS application, direct your browser to https://FQDN of UnifiedIntelligence Center server:8443/drf.

Step 2 Perform a fresh installation of Unified Intelligence Center Release 11.0.Step 3 Access the DRS application and perform a restore from your backup.

Upgrade Side A13

Upgrade Side AFinesse Upgrade Procedures

For more information about DRS backup and restore, see the detailed online help provided with the DRSapplication and the Administration Console User Guide for Cisco Unified Intelligence Center athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.

Related TopicsInstall Publishers/Primary Nodes of VOS-Based Contact Center ApplicationsInstall Subscribers/Secondary Nodes of VOS-Based Contact Center Applications

Unified Contact Center Enterprise Data Server and ExternalAW-HDS-DDS Upgrade Procedures

Upgrade to SQL Server 2014Microsoft supports in-place upgrade of operating system and SQL Server. After you upgrade the operatingsystem, upgrade to SQL Server 2014.

For information about supported editions or service packs, see theCisco Packaged CCE Software CompatibilityMatrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE.

Note

Before you begin

• The upgrade to SQL Server 2014 requires a minimum of 6-GB hard disk space. Ensure that the virtualmachine has the required space before you begin the upgrade.

• Ensure that the virtual machine has SQL Server 2008 R2 SP2. Ensure that your SQL Server 2008 R2installation works properly. Set the SQL Server service to Active state during the upgrade.

• If the virtual machine has SQL Server 2008 R2 Enterprise, then upgrade to SQL Server 2014 Enterpriseversion only. However, if the virtual machine has SQL 2008 R2 Standard Edition, it can be upgraded toeither SQL Server 2014 Standard or Enterprise Edition.

• If present, remove DB-lib registry key from the locationHKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\MSSQLServer\Client\DB-Libbefore starting the SQL upgrade.

Procedure

Step 1 Run the SQL Server 2014 Standard or Enterprise Edition installer. Consult Microsoft documentation as needed.Step 2 Step through the wizard. As appropriate, accept the default or choose the correct instance for your deployment.

Select Rebuild on the Full-Text Search Upgrade Options page.Step 3 After the upgrade, change the SQL Server and SQL Server Agent service accounts to Virtual accounts.

To change to Virtual account:

Upgrade Side A14

Upgrade Side AUnified Contact Center Enterprise Data Server and External AW-HDS-DDS Upgrade Procedures

1. Open SQL Server 2014 Configuration Manager.

2. Under SQL server services, right-click SQL Server(MSSQLSERVER), and select Properties.

3. Select This Account.

4. In the Account Name field, enter NT SERVICE\MSSQLSERVER.

5. Leave the Password field blank. See Microsoft documentation on Windows service accounts andpermissions for more information at https://msdn.microsoft.com/en-us/library/ms143504.aspx.

6. Click OK.

Repeat the same steps for SQL Server Agent with Account Name as NT SERVICE\SQLSERVERAGENTand start the services.

While you can use the Network or Local Services account instead of the Virtual account, using theVirtual account provides security.

Note

• SQL Server Client Tools of SQL Server 2008 R2 remain on the server along with the same tools of SQLServer 2014. These tools include SQL Server Management Studio, SQL Server Profiler, the DatabaseEngine Tuning Advisor, sqlcmd, and osql.

• SQL Server 2014 supports importing of settings from earlier versions of SQL Server Client Tools.

Note

Upgrade the Unified CCE Data Server Database or External AW-HDS-DDSDatabase

Use this procedure to upgrade a Unified CCE or External AW-HDS-DDS database using EDMT. If thedeployment includes Outbound Option, repeat the procedure for the BA database on the Side A Unified CCEData Server only.

If you configured SQL services to run as Virtual account (NT SERVICE) or Network Service account (NTAUTHORITY\NETWORK SERVICE), you must run EDMT as a local administrator.

Before you begin

Download the Enhanced Data Migration Tool (EDMT) to the server.

Procedure

Step 1 Use the Microsoft SQL backup and restore utility to create a backup copy of the 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.

Upgrade Side A15

Upgrade Side AUpgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database

Step 4 Click Yes to acknowledge the warning message.Step 5 Select the database:

• <instanceName>_SideA• <instanceName>_SideB• <instancename>_hds

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.Step 10 On Side A only, repeat this procedure for the BA database (<instanceName>_baA) if using Outbound Option.

Related TopicsDownload the Enhanced Database Migration Tool

Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server

Procedure

Step 1 Mount the ISO.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 2014 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.

Related TopicsUpgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, on page 15Mount and Unmount ISO Files

Install the Language PackIf a customer requires a language other than the default (English), download the Packaged CCE LanguagePack executable from the Unified Contact Center Download Software page.

Install Language Pack

Install the Language Pack on the Unified CCE Data Servers and on any External AW-HDS-DDS servers afterupgrading them.

Upgrade Side A16

Upgrade Side ARun Setup for the Unified CCE Data Server or External AW-HDS-DDS Server

After you install the Language Pack, the Unified CCEAdministration Sign In page has a language drop-downmenu that lists all available languages. Select a language to display the user interface and the online help inthat language.

Uninstall Language Pack

You can uninstall the Language Pack from Windows Control Panel > Programs and Features > Uninstallor change a program.

Cisco Unified Customer Voice Portal Upgrade Procedures

Upgrade the Unified CVP ServerWhen you upgrade the Unified CVP Server, you must upgrade Unified Call Studio to the same version.

You can upgrade all Unified CVP nodes on the same side in parallel.

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) Convert the custommedia files, such as custom applications andWhisper Agent-Agent Greeting (WAAG),

and applications that are in U-Law to A-Law.c) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at

line 7 to enable the A-Law flag.

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

Step 3 Mount the Unified CVP ISO image.Step 4 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 5 Restart the server.

What to do next

1. Transfer script and media files:

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

2. In the Select device type field, select the Gateway.

3. Move all Gateways to Selected.

4. Select Default Gateway files.

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Upgrade Side ACisco Unified Customer Voice Portal Upgrade Procedures

5. Select Transfer, and then select OK on the popup window.

If you have separate Ingress and VXML gateways, you must select the appropriate files and script for eachcomponent.

Note

6. After configuring the application services in the gateways, log in to the gateway and use the CiscoIOS CLI command call application voice load <service_Name> to load the gateway downloadtransferred files into the Cisco IOS memory for each Unified CVP service.

2. Restore any backed-up third-party libraries.

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

Restore any backed-up third-party libraries.

Related TopicsUpgrade Unified Call StudioMount and Unmount ISO Files

Upgrade the 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) Convert the custommedia files, such as custom applications andWhisper Agent-Agent Greeting (WAAG),

and applications that are in U-Law to A-Law.c) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at

line 7 to enable the A-Law flag.

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

Step 3 Mount the Unified CVP ISO image.Step 4 From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run

setup.exe.Step 5 Follow the instructions on the screen.Step 6 Restart the server.

Related TopicsMount and Unmount ISO Files

Upgrade Side A18

Upgrade Side AUpgrade the Unified CVP Operations Console

Unified CVP Reporting Server Upgrade Procedures

Load Data to Reporting Server Database

Procedure

Step 1 Open the Unified CVP installation file.Step 2 Navigate to CVP >Migration.Step 3 From the command prompt, change the directory to the migration folder.

You can also copy the migration folder to the local disk and run the load script directly.Tip

Step 4 On the local disk, locate the Unified CVP database backup file (cvpdb.tar) that you want to load into theUnified CVP database.

This is the backup file that you created when you unloaded data from the Unified CVP database.Note

Step 5 By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the defaultpath, then update the path in ld.sql:

ld(path char(128) default "c:\migration\") RETURNING char(256)

Step 6 Run the following command as an administrator to load the Unified CVP database: migrate_load.bat.

If the backup cvpdb.tar file is located in c:\cvpdata, you must execute the script load asmigrate_load.bat.

This script loads all the three Unified CVP Reporting databases with the previous call data to theUnified CVP Reporting database.

Note

Step 7 Run the following command as an administrator to load the Unified CVP database: migrate_load.bat-p <absolute path to tar file>.

If the backup cvpdb.tar file is located in c:\cvpdata, you must execute the script load asmigrate_load.bat -p c: \cvpdata\cvpdb.tar.

This script loads all the three Unified CVP Reporting databases with the previous call data to theUnified CVP Reporting database.

Note

Save and Deploy the Unified CVP Reporting Server

Procedure

Step 1 On the Unified CVP OAMP server, open the Operations Console and log in.Step 2 Navigate to Device Management > Unified CVP Reporting Server.Step 3 Click the hostname of the Unified CVP Reporting Server.

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Upgrade Side AUnified CVP Reporting Server Upgrade Procedures

Step 4 Click Save and Deploy.

Obtain and Transfer the Upgrade License for Unified CVPThe Unified CVP Server and the Unified CVP Reporting Server require an updated license. The OperationsConsole runs without requiring a license.

Before you begin

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

Use the PAK to generate a license file, using the Product License Registration Portal on Cisco.com:https://tools.cisco.com/SWIFT/LicensingUI/Home.

See Generate a License for instructions.

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

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 Unified CVP 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.

Cisco Enterprise Voice Gateway Upgrade Procedures

Upgrade the Cisco Voice Gateway IOS VersionPerform this procedure for each gateway on the side you are upgrading.

Upgrade the Cisco Voice Gateway IOS version to the minimum version required by the upgraded release ofPackagedCCE (or later). See theCisco PackagedCCE Software CompatibilityMatrix at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html for IOS support information.

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Upgrade Side AObtain and Transfer the Upgrade License for Unified CVP

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 the "Understanding Basic Hardware and Architecture and Cisco IOS Software chapter of the CiscoAS5350XMandCisco AS5400XMUniversal Gateways Software ConfigurationGuide at https://www.cisco.com/c/en/us/support/unified-communications/as5300-series-universal-gateways/tsd-products-support-series-home.html.

Unified CCE Call Server Upgrade Procedures

Run Setup for the Unified CCE Call 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 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.

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.

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Upgrade Side AUnified CCE Call Server Upgrade Procedures

Step 5 Click Yes.Step 6 Click Yes to reboot when the setup completes.

Unified Communications Manager Upgrade Procedures

Upgrade Unified Communications Manager 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 (https://<IP Address of CUCM

Publisher>).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 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 Unified CCE 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) Go to Control Panel > Programs and Features.b) Uninstall the Cisco Unified Communications Manager JTAPI Client , following all prompts.

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Upgrade Side AUnified Communications Manager Upgrade Procedures

Step 2 To launch the Unified Communications Manager Administration application, enter the following URL in aWeb browser on each Unified CCE Call Server: https://<IP address of UnifiedCommunications Manager Publisher>/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.

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Upgrade Side AUpgrade JTAPI on the Call Server

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Upgrade Side AUpgrade JTAPI on the Call Server