Migration to Unified CVP 9.0(1)

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1 The Unified CVP 9.0(1) requires Windows 2008 R2 server. The Unified CVP versions prior to 9.0(1) run on Windows 2003 server which do not support the upgrade to Unified CVP 9.0(1). Unified CVP supports migration of its product components from the Unified CVP 8.0(1) and the Unified CVP 8.5(1) to Unified CVP 9.0(1). You must obtain a Windows 2008 Server licence for migration to Unified CVP 9.0(1). When planning a migration, it is not enough to consider only migrating the CVP product components. There are dependencies all across the solution for operating systems, Cisco software such as Unified Contact Center Enterprise, Unified CM, and IOS, and third-party software. You must also apply new licenses for all Unified CVP components. See the section on Licenses for details on obtaining and applying licenses. If you do not apply licenses to the migrated components, the software runs in evaluation mode. This chapter contains the following topics: Hardware and Software Changes, page 1 CVP Solution Component Upgrades, page 2 Migrate the Unified CVP Software, page 3 Hardware and Software Changes When you are assessing the work you must do to migrate your existing CVP deployment to Unified CVP Release 9.0(1), consider the following: All the present Unified CVP Call Control Servers and Windows-based VXML Servers must run Windows 2008 R2 server. Reporting servers are optional components. If your deployment requires reporting functionality, you will need to deploy additional machines for that purpose. Standalone Distributed Diagnostics and Service Network (SDDSN) is no longer required. If you have SDDSN servers, consider decommissioning these servers or using them for another purpose. CVP Operations server is a required component. See the Cisco Unified Customer Voice Portal (CVP) Release Solution Reference Network Design (SRND) at ps1006/products_implementation_design_guides_list.html for descriptions of the deployment options. This includes Standalone deployments. If an SDDSN server meets the appropriate specifications, it can be reused as a CVP Operations server. 1

2 CVP Solution Component Upgrades Gatekeepers are not required in SIP implementations. If you are moving to or using SIP, gatekeepers can be decommissioned or in some cases converted to use as ingress or VXML gateways (or both). For more information on migration from H.323 to SIP, see the Migrate Comprehensive or Call Director Deployment Models From H.323 to SIP. SIP Proxy servers and DNS servers for SIP message routing are optional components for SIP implementations. If you intend to use such components, you will need to add them to the network. SIP Proxy servers and DNS servers cannot co-reside with other CVP product components. Dedicated Type 2 and Type 8 CVP Call Control servers are no longer necessary. If you are using older gateway or gatekeeper hardware, the version of IOS required in this release may no longer support that hardware, making it necessary for you to purchase new hardware. For more details, see Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software Release at CVP Solution Component Upgrades IOS Gateway The following Unified CVP solution components have their own individual upgrade procedures as they are closely tied to the CVP deployments. Cisco gateways need to be upgraded to the IOS release specified in the CVP Solution Upgrade Compatibility Matrix. The new version of IOS has a number of syntax changes from earlier versions, particularly in the area of Call Applications. You can find the CVP Solution Upgrade Compatibility Matrix in the the Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software Release at Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software Release. When the new version of IOS is started, it automatically converts the running configuration to the new syntax. It is very important that you back up the old configuration before proceeding; there is no way to undo the upgraded configuration. You need to locate the files on the Ops Console Server and copy them to flash memory on the gateway. The error.wav media files reside in %CVP_HOME%\OpsConsoleServer\GWDownloads (for example, C:\Cisco\CVP\OpsConsoleServer\GWDownloads). See the Configuration and Administration Guide for Cisco Unified Customer Voice Portal to learn more about all of these changes. Application Control Engine If your deployment includes Cisco Content Services Switch (CSS) devices, then before migrating from previous release of Unified CVP 8.0(1) or Unified CVP 8.5(1) to Unified CVP 9.0(1) you need to migrate from CSS to Application Control Engine (ACE). To migrate from CSS to ACE, use the CSS2ACE converter tool. For more information, see In this application of ACE, the engine is used primarily to direct initial session requests for a particular type of service. You can find the ACE version information in the Hardware and Software System Specification for Cisco Unifited Customer Voice Portal Software Release. Follow the ACE instructions for CVP 9.0(1). 2

3 Migrate the Unified CVP Software Migrate the Unified CVP Software The following tasks discuss the procedure for migrating from a previous release of Unified CVP 8.0(1) and Unified CVP 8.5(1) to Unified CVP 9.0(1): Back Up the Unified CVP Disk This migration does not have rollback functionality. It is a best practice to back up the entire disk prior to this migration. This back up will be useful if, at any point, a downgrade is necessary. For details about how to back up the configuration of the Operations Console, refer to Exporting an Operations Console Configuration in the Operations Console Online Help for Cisco Unified Customer Voice Portal. For information about backing up the Reporting Server database, refer to Database Bac kup in the Reporting Guide for Cisco Unified Customer Voice Portal. Uninstall the Cisco Security Agent CSA is not supported in Unified CVP Release 9.0(1) and later releases. If CSA exists, you must uninstall CSA prior to upgrading Unified CVP. You must not install CSA on a server running Unified CVP Release 9.0(1) or later. Migrating the Cisco Unified CVP OAMP To migrate the Cisco Unified CVP OAMP, perform the following steps: Backup the CVP OAMP configuration Save the CVP OAMP configuration Restore the CVP OAMP configuration Back Up the CVP OAMP Configuration You need to back up the CVP OAMP configuration if you want to retain the existing CVP OAMP configuration after migrating to Unified CVP 9.0(1). CVP OAMP can export all the existing configurations onto a file, except for any files you have uploaded including licenses and application scripts. It is important to note that CVP OAMP cannot export the sip.properties file. To achieve a complete migration to the existing deployment, you must manually copy the sip.properties file in addition to exporting the configuration in CVP OAMP. To export the configuration, perform the following steps: Start the CVP OAMP Ops Console. In OAMP Ops Console, click on System and then click Export System Configuration. 3

4 Migrating the Cisco Unified CVP OAMP The Export System Configuration screen appears. Click Export. The Opening CVP-OpsConsole-Backup.zip window appears. Step 4 Select Save File and click OK. Save the CVP OAMP Configuration Copy the file that contains the saved configuration in a network storage media (or a portable storage media like USB drive or Optical CD). Any custom files like license files and sip.properties file shall be saved in a shared storage media for later retrieval. If the saved configuration and the custom files are stored on the network storage media, the shared storage media should be accessible from the Windows 2008 R2 server on which you plan to install Unified CVP 9.0(1). Restore the CVP OAMP Configuration Upgrade the CVP OAMP server to Windows 2008 R2 server. Install CVP OAMP from Unified CVP 9.0(1) software media CD. The CVP OAMP configuration exported from an older version OAMP will be automatically upgraded to the latest version. To restore the CVP OAMP configuration on the Windows 2008 R2 server, perform the following steps: Stop the Cisco Resource Manager Windows service. Select Start > All Programs > Administrative Tools > Services.The Services window appears. In the list of services names, select Cisco Resource Manager and click Stop. Import the saved OAMP Configuration. In the OAMP Ops Console, select System > Import System Configuration. The Import System Configuration window appears. Click Browse and select the filename on the network storage media that contains the saved OAMP configuration of the previous Unified CVP OAMP. Click Import. The saved OAMP configuration gets imported. Manually copy the custom files, licence files, and sip.properties files from the network storage media to their corresponding CVP directories to complete the restore operation. 4

5 Secure Communication with the CVP Ops Console If you have not restored the backup containing the user related information from the previous version of Unified CVP, then skip to Step 4. In the OAMP Ops Console, select Database Administration > Manage Reporting Users. Delete the existing Reporting Users that were created in the earlier version of Unified CVP. Create new users as the existing users will not work.. Step 4 To set the same password for the existing user imported from the earlier versions of CVP OAMP. Select Server Manager > Configuration > Local Users and Groups > Users. Right-click on the existing user name and select Set Password. Click Proceed on the Set Password screen. Type the old password and reconfirm the password. Click OK. Step 5 Restart the OAMP Services: Cisco CVP Ops Console Server and Cisco CVP Resource Manager. Select Start > All Programs > Administrative Tools > Services. The Services window appears. Select Cisco CVP Ops Console Server. Click Restart. The CVP Ops Console Server service starts in the Services. Select Cisco CVP Resource Manager. Click Restart. The CVP Resource Manager Service starts in the Services window. What to Do Next After this restore operation, all the existing CVP OAMP data will be overwritten by the new data imported from the saved CVP OAMP configuration including the CVP OAMP login credentials. After this restore operation, you must use the OAMP login credentials of the previous version of CVP OAMP to login to the CVP OAMP Ops Console. Secure Communication with the CVP Ops Console Select the Enable Secured Communication with the Ops Console option for securing communication between Ops console and other CVP components. See the Chapter 5: Configuring and Modifying CVP Security of Configuration and Administration Guide for Cisco CVP 9.0(1) at sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html for configuring the security certificate exchange between Ops Console and other CVP components. 5

6 Migrate the Unified CVP Call Server Migrate the Unified CVP Call Server When you migrate the Cisco Unified CVP Call Server to Release 9.0(1), you must also apply new licenses for all Unified CVP components. See Evaluation License for details on obtaining and applying licenses. If you do not apply licenses to migrated components, the software runs in evaluation mode. Before starting the migration, we recommend that you manually back up your existing CVP installation onto a different computer for redundancy, in case you have to revert back to the earlier CVP installation. Cisco does not support manually modifying the configuration files on the Call Server. If you manually modify the configuration files, the modified information will not be backed up during migration to Unified CVP 9.0(1). To migrate the Cisco Unified CVP Call Server, perform the following steps: Install Windows Server 2008 R2 and assign the IP address and hostname of the previous Unified CVP 8.x Windows Server 2003 to the new Windows Server 2008 R2 on which you are planning to install Unified CVP 9.0(1). Step 4 Step 5 Step 6 Step 7 Step 8 Run the Unified CVP 9.0(1) installer on the Windows Server 2008 R2. Install the CVP Server component. Log in to Operations Console and navigate to Device Management > Unified CVP Call Server. Select the Unified CVP Call server with the chosen IP address and the hostname. Click on Edit. Click Save and Deploy to deploy the configuration to Unified CVP Call Server. Select System > SIP Server Groups. On the SIP Server Groups screen, verify that the data is populated from the previous OAMP configuration import step. Click Save and Deploy and ensure that the operation has completed successfully. Select System > Dialed Number Pattern. On the Dialed Number Pattern screen, verify that the data is populated from the previous OAMP configuration import step. Click Deploy and ensure that the operation has completed successfully. Select System > Location. On the Location screen, verify that the data is populated from the previous OAMP configuration import step. a) Select the Call Server Deployment tab. Move the Call Server from the Available to the Selected pane. b) Click Save and Deploy and ensure that the operation has completed successfully. Step Select Device Management > Media Server. From the Default Media Server drop-down list, choose the appropriate media server. Click Set and click Deploy. From the Media Server installed on the machine, select Internet Information Services > Sites. To add a new group to the list, click Add and select everyone. To give full control to group Everyone, check the full control check box. From the FTP site, click Restart to restart the FTP server. 6

7 Migrate Cisco Unified VXML Server Migrate Cisco Unified VXML Server Before You Begin When you migrate Cisco Unified CVP VXML server to release 9.0(1) you must also migrate Unified Call Studio to release 9.0(1). The VXML server and Call Studio version must be the same for Call Studio applications to work with the VXML server. You must also apply new licenses for all Unified CVP components. See Licenses for details on obtaining and applying licenses. If you do not apply licenses to migrated components then the software runs in evaluation mode. On test and production servers, back up any third-party libraries (.class or.jar files) found in the following locations (where APP_NAME is the name of each deployed voice application): %CVP_HOME% is in C:\Cisco\CVP by default %CVP_HOME%\VXMLServer\common\classes %CVP_HOME%\VXMLServer\common\lib %CVP_HOME%\VXMLServer\applications\APP_NAME\java\application\classes %CVP_HOME%\VXMLServer\applications\APP_NAME\java\application\lib %CVP_HOME%\VXMLServer\applications\APP_NAME\java\util Also, back up any custom audio files deployed in %CATALINA_HOME%/webapps/CVP/audio. Step 4 Step 5 Step 6 Step 7 Step 8 Step Shutdown the VXML Server as the Unified CVP Server uses the same IP address of the VXML Server. Install the Unified CVP Server component from the Unified CVP 9.0(1) installer on the target machine. Log in to Operations Console and navigate to Device Management > Unified CVP VXML Server. Select the Unified CVP Call server with the chosen IP address and the hostname. Click Edit and select the VXML server configuration for editing. Click Save and Deploy to deploy the configuration to the new VXML Server. If a secured connection was used between Ops Console and VXML server previously, configure SSL certificates between VXML server and Ops Console. Use Ops Console to upload the license file to the new VXML server. Restore the backed-up audio files to the folder %CATALINA_HOME%/webapps\CVP\audio. Restart VXMLServer service Cisco CVP VXML Server. What to Do Next In addition to the performing the above procedure, refer to the Configuring a VXML server section of the Configuration and Administration Guide for Cisco Unified Customer Voice Portal for details about how to configure a VXML server using the Operations Console. 7

8 Migrate the Cisco Unified Call Studio Migrate the Cisco Unified Call Studio Unified Call Studio is supported specifically on Windows XP, Windows 7 and Windows 8. You can migrate Call Studio 8.0(1) and 8.5(1) to Call Studio 9.0(1). Audio files deployed to CATALINA_HOME\webapps\CVP\audio will be deleted (where CATALINA_HOME is the Tomcat installation directory). It is recommended to back up the audio files prior to the migration. You must obtain a new license for Release 9.0(1) Unified Call Studio; licenses of prior releases are not valid with the latest version. See Applying Call Studio License for instructions about how to apply a license to Call Studio. To migrate the Cisco Unified Call Studio, perform the following steps: Step 4 Step 5 On development machines, use Call Studio to export all projects to offline media, if they are not already stored in version control systems. Projects can be exported by right-clicking on any project in the Navigator view, choosing Export, and completing the Export wizard. Multiple projects can be exported simultaneously, by checking them off in the list presented by the Export wizard. Run the Call Studio installer and install the license when prompted. In the Unified Call Studio, import previously exported Call Studio. Select the Existing Cisco Unified CVP Project into Workspace option while importing the projects. This import process automatically upgrades the projects to CVP 9.0 format, if necessary. If applications are checked out from a source repository (rather than imported from the file system), those applications should still be reimported as a Call Studio project to initiate the conversion process. In addition, for the first check-in after importing, all files in each project are considered modified and need to be updated in the repository. Recompile any custom components that were compiled in the earlier versions of Java. Review the list of Java changes that may affect backward compatibility and make any required updates. You can locate the compatibility page at: Deploy all projects, including the newly recompiled components from the previous step, to the appropriate Cisco Unified CVP VXML Servers. Use Ops Console for bulk transfer of the project to multiple target CVP VXML Servers in one step. Migrate the CVP Reporting Server The migration of an existing CVP Reporting server can be a time-consuming endeavour, if large amount of data has to be migrated. The total migration time can take about 5 hours for a full Reporting server database (with size of 25 GB). 8

9 Migrate the CVP Reporting Database Migrate the CVP Reporting Database You can migrate the Unified CVP 8.x Reporting database to Unified CVP 9.0(1) Reporting database, to access the various features that it offers. Unified CVP 9.0(1) Reporting database is supported on Windows 2008 R2 server only. There is no direct update to Unified CVP 9.0(1) Reporting database, because the Unified CVP 8.x Reporting database is supported by Windows To preserve the previous call data during migration, the administrator must unload the existing databases and load the databases to Unified CVP 9.0(1) Reporting database. To migrate the Unified CVP 8.x Reporting database to Unified CVP 9.0(1) Reporting database, perform the following tasks: Preparing the Unified CVP Reporting Server Install CVP 9.0(1) Reporting server on the Windows 2008 R2 server. Ensure that the CVP Reporting database is up and running. Check if Informix IDS - CVP service is installed and running in Windows Service Manager. From the command prompt, run dbaccess and then select database. Using the arrow keys, select the following and press Return, to ensure that each databases are selected. callback ciscoadmin cvp_data Unloading Data From Unified CVP 8.x Reporting Database Perform the following procedure to unload the Unified CVP 8.x Reporting database: Step 4 Step 5 Log on as user Informix to the Cisco Unified CVP 8.x. Stop the Cisco CVP Call Server service from the Windows Service Manager. The unload script will check for the hard disk space before unloading. Insert the CVP 9.0(1) installer DVD into the CD drive. OR Extract the CVP ISO file. Navigate to thecvp > Migration. From the Command prompt, change the directory to migration folder. 9

10 Migrate the CVP Reporting Database You can also copy migration folder to local disk and run unload script directly. Step 6 Step 7 Locate the migrate_unload.bat file Run the following command to unload the Reporting database: migrate_unload.bat p <path where db can be exported> Example: migrate_unload.bat p c:\cvpdata. After the script execution completes, database is exported into cvpdb.tar file in the path provided. Here cvpdb.tar will be exported to c:\cvpdata. Step 8 Copy the exported cvpdb.tar to the CVP 9.0(1) database Reporting server. Loading Data Into Unified CVP 9.0(1) Database Perform the following procedure to load the Unified CVP 9.0(1) Reporting database with legacy call data. Step 4 Step 5 Insert the CVP 9.0(1) installer DVD into the CD drive. OR extract the CVP ISO file. Navigate to CVP > migration. From the Command prompt, change the directory to Migration folder. You can also copy Migration folder to local disk and run load script directly. Locate the Unified CVP 8.x database backup file (cvpdb.tar) on the local disk to load into 9.0(1) database. This is the backup file that you created during Unloading Data from Unified CVP 8.x Database. Run the following command to load the CVP database: migrate_load.bat -p <absolute path to tar ball> Example: migrate_load.bat-p c:\cvpdata\cvpdb.tar If the backup cvpdb.tar file is located in c:\cvpdata then the script load must be executed as migrate_load.bat -p c: \cvpdata\cvpdb.tar This script loads all 3 CVP Reporting databases with the legacy call data to the Unified CVP 9.0(1) Reporting database. Reporting Server Configuration in Operations Console (OAMP) After the migration is complete, the user needs to configure/reconfigure the Reporting server in OAMP. During the migration process, if the user decides to retain the same IP address for the destination machine, user needs to import the previous OAMP configuration and redeploy the Reporting server. Whereas if the IP address of the server is changed, the user must delete the previous instance of the server and add the new Reporting server in OAMP and then deploy the same. 10

11 Migrating Previously-Deployed Unified CVP Voice Applications Approximate Time Line to Migrate Data Unified CVP can be used to capture call details in its database. If a customer has database, then the size of the data stored can be found from the OAMP page. Follow the below steps: 1 Go to Device Management. 2 Under the Unified CVP Reporting server, select the desired database from the list. 3 Select the Database Administration > Database Details. The reporting database is categorized as small (10 GB), medium (50 GB), and large (90 GB). The following table contains the time taken for migrating CVP 8.5(1) to CVP 9.0(1): Database Size (GB) Time to Unload Data Time to Load Data Total Time Minutes 50 Minutes 90 Minutes 50 3 Hours 3.5 Hours 6.5 Hours Hours 5.5+ Hours 10+ Hours Before executing the migration scripts, ensure sufficient disk space in the system. Migrating Previously-Deployed Unified CVP Voice Applications If you have previously-deployed Unified CVP voice applications that you would like to run as-is on Unified CVP 9.0(1) (that is, without redeploying them from Call Studio), you can do so. VXML Server 9.0(1) is capable of directly running deployed Unified CVP voice applications. All functionality is maintained, and no manual steps are required. However, if you would like to take advantage of this release's new features (such as, web services integration, Subdialog Invoke, Local Hotlinks, etc.), you may prefer to import the projects into Call Studio. Migrating Other Unified CVP Software to Release 9.0(1) Unified CVP 9.0(1) utilizes new scripts for the VXML Gateway. The Unified CVP Comprehensive call flow model requires that the VXML,.wav, and.tcl scripts on the VXML Gateway match the CVP Call Server version. Since the CVP 9.0(1) installer does not automatically copy the new files to the gateway, you need to use the Unified CVP Operations Console to transfer the appropriate scripts to the VXML Gateway. Refer to the Operations Console online help for instructions about how to transfer scripts to a gateway. Refer to the Configuration and Administration Guide for Cisco Unified Customer Voice Portal for detailed information about comprehensive call flow model. 11

12 Upgrading Non-CVP Software Upgrading Non-CVP Software If upgrades to the following Cisco and third-party software are necessary, perform these upgrades at this time. ASR/TTS Server software Gateway IOS ACE See the Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Release to determine what upgrade(s) are necessary. Tomcat Application Server Release is installed if you choose Tomcat as your application server during the install process; a separate upgrade for this component is not necessary. Upgrade the required non-cvp components during the maintenance period when the Unified CVP components are being upgraded. Unified CVP components should be upgraded in a specific order. Multi-phased upgrades provides additional information about the component upgrade sequence. Related Topics Migrate the CVP Installation 12

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