Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 9.0(1)

Transcription

1 Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 9.0(1) First Published: June 27, 2012 Last Modified: September 01, 2015 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) 2015 Cisco Systems, Inc. All rights reserved.

3 CONTENTS Preface Preface vii About This Document vii Target Audience vii Organization vii Related Documentation viii Conventions ix Support x Documentation Feedback x CHAPTER 1 Plan Unified CVP Installation 1 New Installations of Unified CVP 1 Migrate the CVP Installation 2 New in Unified CVP Installation 3 Unified CVP Components 3 CVP Server 3 Operations Console 3 Reporting Server 3 Remote Operations 4 IBM WebSphere Application Server 4 Cisco Unified Presence Server 4 Content Services Switch 4 Video Media Server 4 Windows 2003 Server 4 Call Studio 4 Windows Components 5 SNMP Services 5 Media Server 5 iii

4 Contents Not Included in Unified CVP Package 5 CHAPTER 2 Pre-Installation 7 Hardware and Software Requirements 7 Disable Security Agent 8 VXML Server Installation 9 Pre-Installation Tasks 10 Fresh Installation 10 Upgrade Existing Unified CVP VM 10 Upgrade Virtual Machine Hardware Version 10 Upgrade VM Network Adapter From E1000 to VMXNet 3 10 Enable Resource Reservation on Upgraded Virtual Machine 11 Increase Paging File 11 Multiple Ethernet Interfaces 12 Related Files 12 License Plan 12 Unified CVP Redundant Port License 12 Unified CVP Reporting Server License 13 Evaluation License 13 Generating a New License 13 Upgrading a License From an Earlier Release 14 CHAPTER 3 Unified CVP Installation 15 Installing Unified CVP 15 CHAPTER 4 Unified Call Studio Installation 19 Installing Unified Call Studio 19 CHAPTER 5 Managing Post Installation 21 Disabling Port Blocking 21 Security 22 Licenses 22 Unified CVP Server License 22 Applying Unified CVP Server License 22 VXML Server Licensing 23 iv

5 Contents Call Studio License 24 Applying Call Studio License 24 CHAPTER 6 Uninstalling Unified CVP 25 Related Files 25 Windows Server 2008 R2 25 Uninstalling Unified CVP Software From Windows Control Panel 25 Uninstalling Unified CVP Software with the Installation Program 26 CHAPTER 7 CVP Solution Migration Compatibility 27 About CVP Solution Migration Compatibility 27 Migrate to Unified CVP 9.0(1) 28 CHAPTER 8 Upgrade Plan 31 Upgrade Strategies 31 CVP Units and Multiphased Approach 31 Multiphased Upgrades 33 Upgrade Considerations 35 CVP Unit and Multiphased Upgrades 35 CHAPTER 9 Migration to Unified CVP 9.0(1) 37 Hardware and Software Changes 37 CVP Solution Component Upgrades 38 IOS Gateway 38 Application Control Engine 38 Migrate the Unified CVP Software 39 Back Up the Unified CVP Disk 39 Uninstall the Cisco Security Agent 39 Migrating the Cisco Unified CVP OAMP 39 Back Up the CVP OAMP Configuration 39 Save the CVP OAMP Configuration 40 Restore the CVP OAMP Configuration 40 Secure Communication with the CVP Ops Console 41 Migrate the Unified CVP Call Server 42 Migrate Cisco Unified VXML Server 43 v

6 Contents Migrate the Cisco Unified Call Studio 44 Migrate the CVP Reporting Server 44 Migrate the CVP Reporting Database 45 Preparing the Unified CVP Reporting Server 45 Unloading Data From Unified CVP 8.x Reporting Database 45 Loading Data Into Unified CVP 9.0(1) Database 46 Reporting Server Configuration in Operations Console (OAMP) 46 Approximate Time Line to Migrate Data 47 Migrating Previously-Deployed Unified CVP Voice Applications 47 Migrating Other Unified CVP Software to Release 9.0(1) 47 Upgrading Non-CVP Software 48 CHAPTER 10 CVP Solution Migration 49 CVP Deployment Models Migration 49 Migrate Comprehensive or Call Director Deployment Models From H.323 to SIP 49 Standalone VXML Server Components 51 Migrate to 9.0(1) 51 Redeploy Ops Console Server 51 Redeploy CVP Server 52 Redeploy CVP Reporting Server 52 Redeploy CVP VXML Server 53 CHAPTER 11 Troubleshooting 55 InstallShield Engine Cannot Be Installed 55 Reporting Password Error During Installation 56 Installer Does Not Continue Past the Select Directory Screen 56 Dialog Box During Informix Uninstallation 56 Informix Detected Message During Uninstall 57 vi

7 Preface About This Document, page vii Target Audience, page vii Organization, page vii Related Documentation, page viii Conventions, page ix Support, page x Documentation Feedback, page x About This Document This guide provides information about installing and upgrading Cisco Unified Customer Voice Portal (CVP) components and discusses procedures for performing related component and deployment migrations. Target Audience This guide is intended for network administrators to install or upgrade the Unified CVP software. Organization This guide consists of the following sections: Section Description Plan Unified CVP Installation Provides an overview of the Unified CVP installation procedure and discusses what is and what is not within the scope of this procedure. Pre-Installation Discusses the procedures that you must perform prior to installing Unified CVP software. vii

8 Related Documentation Preface Section Unified CVP Installation Unified Call Studio Installation Managing Post Installation Uninstalling Unified CVP CVP Solution Migration Compatibility Upgrade Plan Migration to Unified CVP 9.0(1) CVP Deployment Models Migration Troubleshooting Description Describes how to install Unified CVP software on Windows 2008 R2 server. Describes how to install Unified Call Studio software on Windows XP Windows 7 and Windows 8. Discusses tasks you must perform after installing Unified CVP Software. Describes the procedures for removing Unified CVP software components. Discusses the Unified CVP solution components and versions. Discusses the procedures that you must perform prior to upgrading to CVP 9.0(1). Discusses the tasks and procedures for upgrading from a previous release of the product to Unified CVP Release 9.0(1) and for performing related component and deployment migrations. Discusses the tasks and procedures for performing related component and deployment migrations. Describes how to resolve problems that you may encounter when installing, upgrading, or removing Unified CVP software. Related Documentation Planning your Unified CVP solution is an important part of the process in setting up Unified CVP. Cisco recommends that you read the Cisco Unified Customer Voice Portal Release 9.0(1) Solution Reference Network Design (SRND) guide before configuring your Unified CVP solution. Unified CVP provides the following additional documentation: Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal provides installation instructions and information about Cisco Security Agent for the Unified CVP deployment. We strongly urge you to read this document in its entirety. Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how to set up, run, and administer the Cisco Unified CVP product, including associated configuration. viii

9 Preface Conventions Element Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio describes the settings, element data, exit states, and configuration options for Elements. Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to use the Operations Console to configure Unified CVP solution components. Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in a Unified CVP deployment. Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio describes how to build components that run on the Cisco Unified CVP VXML Server. Reporting Guide for Cisco Unified Customer Voice Portal describes the Reporting Server, including how to configure and manage it, and discusses the hosted database. Say It Smart Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio describes in detail the functionality and configuration options for all Say It Smart plugins included with the software. User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio describes the functionality of Cisco Unified Call Studio including creating projects, using the Cisco Unified Call Studio environment, and deploying applications to the Cisco Unified CVP VXML Server. For additional information about Unified ICME, see the Cisco web site sw/custcosw/ps1001/tsd_products_support_series_home.html listing Unified ICME documentation. Conventions This manual uses the following conventions: Convention boldface font Description Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish. italic font Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills. For emphasis. Example: Do not use the numerical naming convention. A syntax value that the user must replace. Example: IF ( condition, true-value, false-value ) A book title. Example: See the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example: <html><title>cisco Systems,Inc. </title></html> ix

10 Support Preface Convention < > Description Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password. Support For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. Documentation Feedback Provide your comments about this document to: mailto:contactcenterproducts_docfeedback@cisco.com x

11 CHAPTER 1 Plan Unified CVP Installation The specific tasks and procedures that you need to perform depend on whether you are performing an entirely new installation of Unified CVP or upgrading from a previous release of the product. New Installations of Unified CVP, page 1 Migrate the CVP Installation, page 2 New in Unified CVP Installation, page 3 Not Included in Unified CVP Package, page 5 New Installations of Unified CVP This guide consists of two parts: Chapters 2 through 6 provide the information needed to install Unified CVP 9.0(1); Chapters 7 through 11 discuss the migration compatibility, planning, upgrading, migration, and troubleshooting. Chapter 2 explains the tasks that you must perform before running the Unified CVP install program. These tasks may include the following, depending on your specific deployment: Checking hardware and software requirements Disabling Cisco Security Agent Disabling multiple Ethernet interfaces Closing and unlocking all CVP related files before installing Chapter 3 explains how to run the main Unified CVP installation program on Windows 2008 R2 server. Chapter 4 explains how to run the Unified Call Studio installation program on Windows XP, Windows 7 and Windows 8. Chapter 5 explains the tasks that you must perform after running the Unified CVP installation program. These tasks include the following: Verifying installation Excluding CVP processes from anti-virus software port blocking 1

12 Migrate the CVP Installation Plan Unified CVP Installation Enabling security Applying licenses to Call Servers, VXML Servers, Reporting Servers, and Call Studio Chapter 6 explains how to remove Unified CVP software components. Related Topics Migrate the CVP Installation, on page 2 Migrate the CVP Installation The specific tasks you need to perform to migrate from a previous release to Unified CVP 9.0(1) vary, depending on the release of the Unified CVP product that you are migrating from and the releases of Cisco Unified Contact Enter Enterprise and Unified Communications Manager that you have on your system. An upgrade is a process in which the present release of a software is moved to newer release of the software on the same OS platform. For example, as Unified CVP 8.0(1) and Unified CVP 8.5(1) run on Windows 2003 server, and hence the moving from release 8.0(1) to release 8.5(1) is referred as an upgrade. A migration is a process in which the present release of a software that runs on a OS platform is moved to newer release of the software that runs on a another (newer) release of the OS platform. For example, Unified CVP 8.0(1) and Unified CVP 8.5(1) run on Windows 2003 server, and Unified CVP 9.0(1) runs on Windows 2008 R2 server. Hence the moving from Unified CVP release 8.0(1) or release 8.5(1) to Unified CVP 9.0(1) is referred as a migration. The migration from Unified CVP 7.x or earlier releases to Unified CVP 9.0(1) is not supported. If a deployment has Unified CVP 7.x or an earlier release, then the migration requires two steps that has to be performed: 1 An upgrade to release 8.0(1) or 8.5(1). 2 The migration from 8.0(1) or 8.5(1) to release 9.0(1). Chapters 7 through 11 discuss upgrade strategies and migration paths from existing Unified CVP installations to Unified CVP 9.0(1), and troubleshooting. Chapter 7 explains Unified CVP 9.0(1) solution migration compatibility. Chapter 8 discusses Unified CVP 9.0(1) migration strategies and considerations. Chapter 9 provides information about migration to Unified CVP 9.0(1) components. Chapter 10 provides guidelines and procedures for performing migrations for deployment models. Chapter 11 provides information concerning how to resolve problems that you may encounter when installing, upgrading, or removing Unified CVP software. Related Topics Migration to Unified CVP 9.0(1), on page 37 2

13 Plan Unified CVP Installation New in Unified CVP Installation New in Unified CVP Installation Unified CVP Components The Unified CVP Software DVD consists of software for various Unified CVP components. Out of the box, CVP 9.0(1) provides everything you need to install, configure, and manage your CVP solution. CVP Server This is the fundamental software of Unified CVP. The specific components include: Call Server (SIP Service, ICM Service and IVR Service) VXML Server VXML Server is a J2EE and J2SE compliant web application that provides a complete solution for rapidly deploying dynamic VXML applications. It also includes ORM, SNMP Monitoring, STNA, and STPA. Media Server The Media Server contains the prerecorded audio files, external VXML documents or external ASR grammars. SNMP Monitoring Operations Console Includes: IOS Gateway files. Operations Console (often referred to as Ops Console), a web-based interface from which you can configure and manage individual components through an Ops Console Resource Manager (ORM), which is co-located with each managed Unified CVP component. The ORM is invisible to the end-user. Reporting Server This server provides a historical repository (which can be used for reporting) to a call center. It receives reporting data from one or more Call Servers and VXML Servers, and stores that data in an Informix database. This server contains the Informix reporting subsystem, ORM, SNMP Monitoring, STNA, and STPA. The IBM Informix database is installed as a part of the Reporting Server. The license of IBM Informix comes bundled as a part of Reporting Server. 3

14 Unified CVP Components Plan Unified CVP Installation Remote Operations This software allows remote administration of Unified CVP solution components, such as ASR/TTS. It includes ORM, STNA, and STPA. This package is already included in the CVP Server, VXML Server, and Reporting packages. IBM WebSphere Application Server The IBM WebSphere Application Server is not supported in Release 9.0(1). Cisco Unified Presence Server The Cisco Unified Presence Server (CUP Server) support as proxy server is discontinued in Unified CVP 9.0(1). Content Services Switch The Content Service Switch (CSS) support as load balancer with Unified CVP is discontinued in Unified CVP deployments from Release 9.0(1) onwards. 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 Video Media Server Video Media Server is not supported in Release 9.0(1). Windows 2003 Server The Unified CVP 9.0(1) is not supported on Windows 2003 Server. Call Studio Although Call Studio is part of Unified CVP, its installer is not included in the CVP installation program. You can locate the Unified Call Studio installer on the Unified CVP installation DVD. Instructions for running the Call Studio installation program are provided in the Unified Call Studio installation task. Related Topics Unified Call Studio Installation, on page 19 4

15 Plan Unified CVP Installation Windows Components Windows Components SNMP Services Provides support for network management via the Simple Network Management Protocol (SNMP). Media Server The Media Server component is a simple web server, such as Microsoft Internet Information Services (IIS), which can provide prerecorded audio files, external VoiceXML documents, or external ASR grammars to the gateway. The Microsoft IIS server is HTTP-based server. Microsoft IIS is the only supported Media Server for use starting with Unified CVP 9.0(1). This component is installed as part of the CVP Server package. The default location to install the media files is C:\inetpub\wwwroot. Not Included in Unified CVP Package The procedures in this guide pertain only to the Unified CVP components and their connections to other VoIP system components. This guide does not address initial installation and configuration of the following VoIP system components: ASR/TTS Servers Voice Gateways ACE Cisco MCU Cisco Unified SIP Proxy (CUSP) IVP Unified CCE components such as Peripheral Gateways (PGs) and Automatic Call Distributors (ACDs) Unified CM Cisco Unified Operations Manager (formerly IPC-OM (ITEM)) 5

16 Not Included in Unified CVP Package Plan Unified CVP Installation 6

17 CHAPTER 2 Pre-Installation This chapter provides the tasks that you must perform prior to installing the Unified CVP software. Important You must stop any third-party services and applications running on the server prior to running the Unified CVP Installer. Some third party services and applications can lock files required by the installer, resulting in an install error. Hardware and Software Requirements, page 7 Disable Security Agent, page 8 VXML Server Installation, page 9 Pre-Installation Tasks, page 10 Increase Paging File, page 11 Multiple Ethernet Interfaces, page 12 Related Files, page 12 License Plan, page 12 Hardware and Software Requirements Before you install the Unified CVP software, make a note of all hardware and related software requirements. Be sure to verify that the servers have enough free hard-drive space for the storing of log files. The Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software Release provides platform hardware specifications and compatible third-party software version requirements across the major components of the Unified CVP solution. Also see the Cisco Unified Customer Voice Portal (CVP) Release Solution Reference Network Design (SRND) for important sizing considerations, such as the required log space sizing. 7

18 Disable Security Agent Pre-Installation Disable Security Agent If Cisco Security Agent is enabled and running, you must disable it prior to running the Unified CVP installation program. To disable the Cisco Security Agent, perform the following steps: Procedure Step 1 From the Windows Start Menu, click Start > Settings > Control Panel > Administrative Tools > Services. The Services screen displays. Figure 1: Windows Services Screen Step 2 Step 3 Step 4 Step 5 Select Cisco Security Agent. Click the Stop the service link in the upper left corner of the screen. If a Cisco Security Agent Challenge dialog box displays, enter the requested text in the dialog box and click OK. When the Cisco Security Agent service has been stopped, the Status column on the Services screen will no longer lists Cisco Security Agent as Started. Double-click the Cisco Security Agent entry on the Services screen. 8

19 Pre-Installation VXML Server Installation The Cisco Security Agent Properties dialog box displays. Figure 2: CSA Properties Dialog Step 6 From the Startup type drop-down list, select Disabled, and click OK. After installing the software, you must reenable the Cisco Security Agent Service. With the service disabled, the Agent no longer provides intrusion detection for the server. VXML Server Installation If you plan to install the CVP VXML Server, then you must choose the application server that the VXML Server component will use. The VXML Server component uses Tomcat application server which is included with the Unified CVP installation program. 9

20 Pre-Installation Tasks Pre-Installation Pre-Installation Tasks Fresh Installation Upgrade Existing Unified CVP VM Upgrade Virtual Machine Hardware Version To upgrade virtual machine hardware version, refer to the Unified CVP Virtualization Wiki. Upgrade VM Network Adapter From E1000 to VMXNet 3 Before you upgrade the VM's operating system from Windows Server 2008 R2, upgrade the VM network adapters to VMXNet3. Unified CVP 11.0(1) requires VMXNet3 network adapters. If you upgrade the operating system to Windows 2012 R2 without upgrading to VMXNet3, the static IP configuration on the ethernet adapter resets to automatic after the Windows upgrade. Procedure Step 1 Step 2 Step 3 Record the network settings, including the IP addresses, Subnet masks, Default Gateway, DNS, Persistent Static Routes, and Mac address of the network adapter. Important You need these values to recreate the configurations on the new virtual machine network adapter. For more information, see Save the MAC Address of Virtual Machine Network Adapter. Stop the Unified CVP Server. The CVP Server cannot be active during reconfiguration of the network adapter. Add the VMXNet 3 network adapter: a) Select Edit Settings from the VM context menu. b) Click Add on the Hardware tab. c) Select Ethernet Adapter in the Device Type page and click Next. d) Select VMXNet 3 from the Adapter Type drop-down list and click Next. e) Select the network port group from the Network label drop-down list and click Finish. Step 4 Apply the network settings that you recorded in Step 1 from the E1000 network adapter to the VMXNet 3 network adapter. Step 5 Step 6 Step 7 Enable the VMXNet 3 network adapter. Remove the E1000 network adapter: a) Select Edit Settings from the VM context menu. b) Select the E1000 network adapter on the Hardware tab. c) Click Remove and then click Finish. Remove the E1000 network adapter from VMs for for CallServer/VXMLServer, Operations Console and Reporting Servers: a) Select Edit Settings from the VM context menu. 10

21 Pre-Installation Increase Paging File Step 8 Step 9 b) Select the E1000 network adapter on the Hardware tab. c) Click Remove and then click Finish. Use traceroute to test the network connectivity. Re-enable the Unified CVP services. Enable Resource Reservation on Upgraded Virtual Machine After the VM Hardware version is upgraded based on the information provided in the Unified CVP Virtualization Wiki, perform the following steps to enable resource reservation on the respective Unified CVP VMs. For more information on supported VM hardware versions, see Unified CVP Virtualization Wiki. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Login to vsphere Client and select the Unified CVP VM. Right click the VM and select the option Edit Settings from the popup menu. The Virtual Machine Properties window pops up. Select the Resources tab. The Virtual Hardware Resource Setting that can be customized is shown in the left dialog box. The Resource Allocation for respective virtual hardware is shown in the right. Enable resource reservation for Unified CVP VMs. To enable the Virtual Hardware Resource reservation for Unified CVP VMs, the setting for CPU and Memory should to be modified. For information about virtual hardware resource setting for CPU and memory, see Unified CVP Virtualization Wiki. After the virtual hardware resource setting for CPU and memory for CVP VM's are set, click OK to close the VM Properties dialog box. The CVP VM is reconfigured and the Resource Reservation is enabled. Increase Paging File You can improve performance on all CVP machines by changing the way Windows uses processor time and memory. The recommended size of virtual memory pagefile is equivalent to 1.5 times the amount of RAM on your system. You must be logged on as an administrator to perform this task. To change the size of the virtual memory paging file, perform the following steps: 11

22 Multiple Ethernet Interfaces Pre-Installation Procedure Step 1 Step 2 From the Windows Start menu, click Start > Settings > Control Panel. Double-click System. Step 3 Click Advanced System Settings. Step 4 Step 5 Step 6 On the Advanced tab, under Performance, click Settings. On the Advanced tab, under Virtual memory, click Change. Under Paging file size for selected drive, click Custom size and type a new paging file size in megabytes in the Initial size (MB) and Maximum size (MB) box, and then click Set. The Initial and Maximum size should be set to the same value. Multiple Ethernet Interfaces Related Files License Plan The machine that you are using for the Unified CVP Call Server must have only one Ethernet interface enabled. When installing Unified CVP on a machine with two or more Ethernet interfaces, the additional interface(s) must be disabled, even if they are not configured. Refer to Windows documentation for information on enabling/disabling an Ethernet interface. Before you attempt to install Unified CVP or any of its associated Service Releases or Maintenance Releases, make sure that all other applications are shut down and opened files are closed. In addition, if a file that the Unified CVP installation program requires is locked, a failed installation could result. If you are using McAfee VirusScan on a system, you need to launch the VirusScan console, right-click Access Protection and select properties. Select the File, Share, and Folder Protection tab and disable rules that lock the files or folders that are required by the Unified CVP installation program. If you are using a different anti-virus product, you need to perform the equivalent file blocking exclusions in that product's file and folder protection rules. Unified CVP Redundant Port License The Redundant Port license supports a redundancy model in which one or more failover servers are available to take calls when the primary servers are unavailable. Both the primary and the redundant Unified CVP servers use the Unified CVP Server software licenses and the Unified CVP Port licenses. The failover server ensures that there is no loss of service in case of a failure of one or more primary servers. Before you purchase CVP Primary and Redundant Port licenses you must appropriately size and design the port distribution based on the supported redundancy models. 12

23 Pre-Installation Unified CVP Reporting Server License At any given point, the total number of calls that receive queuing or self-service treatment on both the primary and failover servers must not exceed the number of primary CVP Port licenses that you purchased. For example, if a customer has 1500 Primary and 1500 Redundant Port Unified CVP licenses that are spread over two primary servers and two failover servers (using four Unified CVP Server Software licenses), the customer is entitled to run only 1500 ports simultaneously. The total number of calls that receive queuing or self-service treatment can never exceed Redundant ports are used in production only when the primary server or ports are unavailable. For orders made after September 22, 2014, each Unified CVP port is bundled with one redundant port license. Existing customers can order additional redundant port licenses to make the count equal to the number of primary port licences. Customers must also order a server license for each additional redundant server. Unified CVP Reporting Server License The Unified CVP Reporting Server license provides the reporting repository for Unified CVP data. The license includes a relational database that uses Crystal reports to query data and examples to build reports. The license includes only the reporting repository and does not include the presentation server. The Reporting Server license includes the IBM Informix license. Previously, two versions of options of CVP Reporting Server were available: the standard version and premium version. The standard version supports a dual-processor server with a smaller database for basic reporting. The premium version supports a larger database on a four-way processor. Sale of the standard reporting server was discontinued as of September 22, 2014, but existing standard reporting servers will be supported until their End-of-Life (EOL). Evaluation License Unified CVP has a 30-day evaluation license that supports 30 ports on all Call Control Servers and 10,000 Reporting Server db writes. After 30 days, you must have the Unified CVP license for continued functionality. Generating a New License If you are installing a new software and not an upgrade of the software, you require a Product Authorization Key (PAK). Enter the PAK at to generate a license. After a license is generated, upload it to your computer. Related Topics Licenses, on page 22 13

24 Upgrading a License From an Earlier Release Pre-Installation Upgrading a License From an Earlier Release To upgrade software from Release 7.x or 8.x to Release 9.0(1), enter your contract number into the Cisco license tool: Based on your contract, the tool verifies your entitlement to an upgrade. If there is an entitlement to upgrade, the tool returns a Product Authorization Key (PAK), if not the tool displays the option to purchase a PAK. After you receive the PAK, enter it into the Cisco license tool at to receive the license file. For each Unified CVP VXML Server that requires a license, perform the following steps. No conversion is necessary for upgrades from 8.0(1) to later release. For such upgrades, deploy the upgraded license file received through the OAMP. Do not move or delete the original license file. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Save the old license in the %CVP_HOME%\VXMLServer\license folder. In the Operation Console, go to System > License Conversion. Select the VXML Server that need license conversion, and then click Convert. Click Conversion Status. From the conversion status page, select the VXMLServer(s) and click Export. From the exported file, select only the XML string that starts with <?xml version='1.0'?> and ends with </LicenseUpgrade> and copy it to the clipboard. This XML file can also be found on VXMLServer in%cvp_home%\conf\license\licenseconversion.txt. Go to and click Upgrade License, then CVP Version Migration. Type the IP address of the VXML Server. Paste the XML string that the CVP License Conversion utility generates. Read the License Agreement and click the Agreement check box. Your new license is sent to you by . What to Do Next The VXML Servers operate in evaluation mode (30 ports) until the license is upgraded. The license conversion utility generates the SelfServicePorts feature license. After the SelfServicePorts feature license is generated, acquire the CVP_SOFTWARE feature license by entering your PAK in the license tool. You can obtain the CVP_SOFTWARE feature before the upgrade. However, you must retrieve the SelfServicePorts feature after the upgrade. Related Topics Licenses, on page 22 14

25 CHAPTER 3 Unified CVP Installation This chapter provides information to install Unified CVP software on Windows systems. All Unified CVP components, with the exception of Call Studio, require Windows 2008 R2 Server. Call Studio requires Windows XP SP2, Windows 7, or Windows 8. Windows Regional & Language Options must be set to English (US). Installing Unified CVP, page 15 Installing Unified CVP Before You Begin See the licensing information at: series_home.html Ensure that the server on which the Reporting Server is installed is not part of any domain. The Reporting Server component cannot be installed on a server which is part of a domain. The Reporting Server component installation requires local security policies to take higher precedence than the same security policies in the group policy console, which is not possible if the server is part of a domain. However, post installation the server can be added back to the domain as this does not require any local policies to be run on the server. Ensure the installation account is the original local administrator account used with Windows Server Use the lab only mode to install Unified CVP for learning and testing purposes only. To use lab only mode, launch the installer from the command line, browse to the setup.exe folder, and enter setup.exe labonly. 15

26 Installing Unified CVP Unified CVP Installation Co-location of CVP(Call Server/VXML Server) and Reporting Server is supported in lab mode only. This is not supported in the production environment. To install Unified CVP software, perform the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 From the CVP\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe. A splash screen and a Preparing Setup screen are displayed followed by the License Agreement and Copyright screen. Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement. The CVP copyright information is appended to the end of the License Agreement and Copyright screen. Review the copyright information, and click Next. The Select Package screen is displayed. On the Select Package screen, choose from the following Unified CVP component to install on your computer and click Next. Unified CVP Components: CVP Server Operations Console Remote Operations Reporting Server Click Next. The Choose Destination Location screen is displayed. On the Choose Destination Location screen, specify the drive and directory location (referred to as %CVP_HOME%). The default location is C:\Cisco\CVP. If the %CVP_HOME% directory already exists and contains data, you will be prompted to choose another directory or remove it before continuing. If you install the CVP Server component, you also need to specify the location to install the media files. The default location is C:\inetpub\wwwroot. Internet Information Server (IIS) is the default media server supported by Unified CVP. Click Next. The X.509 Certificate screen appears. Enter the information as required in the form. Click Next. If you select Reporting Server on the Select Packages screen, the Choose Database data and backups drive screen is displayed. Continue to next step. If you do not select Reporting Server on the Select Packages screen, skip to Step 12, on page 17. Select the root drive where you want the Reporting database data and back up data to reside and click Next. 16

27 Unified CVP Installation Installing Unified CVP Choose e: drive or the second drive, whose size is more than 400 GB, to store the Reporting database data and to keep the backup of data. The Database Size Selection screen is displayed, providing the following options: Standard: Requires a minimum of 250 GB of free disk space. Premium: Requires a minimum of 375 GB of free disk space. Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 Select the appropriate database size for the license you purchased and click Next. The Ready to Install the Program screen is displayed. This screen summarizes the packages you selected for installation. Do one of the following: To review or change the installation settings in the previous screen, click Back. To begin the installation, click Install. You cannot cancel the installation in process. For Unified CVP components other than the Reporting component, the installation takes up to 10 minutes. For Reporting component the installation takes up to minutes. If you are installing the Reporting component, the Reporting Password Screen is displayed. Enter same passwords for the Password and Password (for verification) fields. Ensure to meet the password formation criteria listed on this screen. Otherwise, skip this step. The Reporting server component cannot be installed if the machine is already part of the domain. If you are installing the Operations Console component, the Operations Console Password screen is displayed. Enter same passwords for the Password and Password (for verification) fields. Ensure to meet the password formation criteria listed on this screen and click Next. Otherwise, skip this step. Click Next, a Setup status screen is displayed. When the installation is complete, the Setup Completed Successfully screen is displayed. After the installation is complete, restart your computer. To complete the setup, remove disks, if any, from their drives, and click Finish. Related Topics New in Unified CVP Installation, on page 3 17

28 Installing Unified CVP Unified CVP Installation 18

29 CHAPTER 4 Unified Call Studio Installation This chapter provides information to install Unified Call Studio. Unified Call Studio is only supported on Windows XP, Windows 7 and Windows 8. 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. Warning Windows sets access permissions on the C:\Program Files directory and allows only users with administrator privileges to write to this directory. Therefore, it is strongly recommended that you install Call Studio to a directory other than C:\Program Files. Installing Unified Call Studio, page 19 Installing Unified Call Studio To install Call Studio, perform the following steps. Procedure Step 1 From the CallStudio\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe. A Preparing Setup screen and a splash screen are displayed, followed by a Welcome screen. Step 2 On the Welcome screen, click Next. If you click Cancel here or on the dialog screens that follow prior to the "Ready to Install the Program" screen, no part of the installation occurs, and an Exit Setup dialog box is displayed. A Copyright screen is displayed. Step 3 Review the contents of the Copyright screen, then click Next. A License Agreement screen is displayed. Step 4 Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement, and click Next. 19

30 Installing Unified Call Studio Unified Call Studio Installation The Choose Destination Location screen is displayed. Step 5 Step 6 Step 7 On the Choose Destination Location screen, specify the location where you want to install the software: a) Click Next to accept the default location. b) Click Change to select an alternate location, and then click Next. The Ready to Install the Program screen, which lists the packages that you selected for installation, is displayed. From the list displayed, select the software that you need to install and click Install. The Setup Status screen is displayed while the InstallShield Wizard proceeds to install Cisco Unified Call Studio. On the InstallShield Wizard Complete screen, click Finish to exit the wizard. A License Agreement screen is displayed. The 30-day trial software is installed on your computer. To retain the software, apply for a license after 30 days. 20

31 CHAPTER 5 Managing Post Installation This chapter explains the tasks that you must perform after installing the Unified CVP software. Disabling Port Blocking, page 21 Security, page 22 Licenses, page 22 Disabling Port Blocking On computers that run Unified CVP server components, such as Call Server, Reporting Server, and VXML Server, with an anti-virus software configured to block ports, exclude Unified CVP processes and tomcat6.exe. In addition, exclude VoiceBrowser.exe for the Call Server process. If you use an anti-virus software other than McAfee VirusScan, perform the equivalent exclusions in port blocking rules of that anti-virus software. To exclude Unified CVP processes from port blocking using McAfee VirusScan on Unified Call Server, perform the following steps: Procedure Step 1 Step 2 In the VirusScan console, double-click Access Protection, and click the Port Blocking tab. If the both the check boxes for Prevent IRC communication are selected, do the following: a) Edit both the Prevent IRC communication properties in VirusScan by selecting it and then click Edit... b) In the Add or edit a port blocking range dialog box, add VoiceBrowser.exe,tomcat5.exe,tomcat6.exe to the Excluded Process text box and click OK. For the Unified CVP server to function properly, delete spaces in the string VoiceBrowser.exe,tomcat5.exe,tomcat6.exe. 21

32 Security Managing Post Installation Security Licenses Depending on your Unified CVP deployment, there may be security considerations you need to address. For information, see the "Configuring and Modifying Unified CVP Security" chapter in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal and the Security Best Practices Guide for ICM and IPCC Enterprise & Hosted Editions. If you installed the following Unified CVP components, apply licenses for those components. Call Server: Requires a Unified CVP license and a Call Server license. Call Studio: Requires a Call Studio license. VXML Server: Requires a Unified CVP license and a VXML Server license. Reporting Server: Requires a CVP Reporting license. Aside from diminished capacity (30 ports), unlicensed, the Call Server, Reporting Server, and VXML Server will work right out of the box. The following sections explain how to apply licenses for those components: Unified CVP Server License When you create a new Unified CVP Call Server, VXML Server, or Reporting Server, apply a valid license file before using the server. You can browse and upload the license file to the Operations Server, and then transfer the license to the Unified CVP Server that you want to license. Select either an existing license file in the Operations Server database or a new license file from your computer. Before a license is applied, the Call Server and the VXML Server supports 30 concurrent sessions by default. This license may be useful for simple testing or evaluation purposes. that the evaluation period expires after 30 days. However, a production server must always have a license applied to support the desired number of concurrent sessions. To change licensing information for Reporting Server, VXML Server, or Call Server, transfer the new license file as described in the following section and to and restart the server. Licenses reside at %CVP_HOME%/conf/license/cvp.license. Applying Unified CVP Server License To transfer a license file, perform the following steps: 22

33 Managing Post Installation VXML Server Licensing Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Device Management menu, choose the type of server you require to apply a license to. For example, to apply a license to a VXML Server, choose Device Management, then the type of server to which you are transferring a license (VXML Server, Call Server, or Reporting Server). The Find, Add, Delete, Edit window lists the servers that have been added to the network map. Select a server by clicking its link on the Host name field or by selecting it and then click Edit. From the toolbar, select File Transfer and then click Licenses. The File Transfer page is displayed listing the Host name and IP address for the currently selected Unified CVP Server. If the license file is not listed in the Select From Available License Files text box: a) Click Select a License File from Your Local PC. b) Enter the file name in the text box or click Browse to search for the license file on the local file system. If the license is listed in the Select From Available License Files text box, select the license file and then click Select. Click Transfer to transfer the selected license file to the selected device. The license is applied to the selected server. For more information on Unified CVP licensing, refer to Configuration and Administration Guide for Cisco Unified Customer Voice Portal. What to Do Next Restart the server to which you transfer the license. After restarting the server, it is able to recognize and apply the newly transferred license file. Restart the Call Server, VXML Server, and Reporting Server by using the Operations Console. Refer to Operations Console Online Help for Cisco Unified Customer Voice Portal for more details. Verify that the VXML Server is operational and properly licensed by running the status administrative script (that is, status.bat or status.sh) in %CVP_HOME%\VXMLServer\admin and reviewing its output. Verify that the Call and Reporting Server are operational by using the Operations Console and checking the port usage status. Refer to Operations Console Online Help for Cisco Unified Customer Voice Portal for more details. Refer to Configuration and Administration Guide for Cisco Unified Customer Voice Portal for more details. VXML Server Licensing Each VXML Server requires a separate license, even if the software is installed on the same machine. The VXML server license is tied to the IP address. If you change the IP address of the server, then you must request for another license. When you start VXML Server without an active license (for example, the license is missing, invalid, or expired) it logs a message to the application server console and startup log to indicate that you need to activate the license. However, you can still use an unlicensed installation of VXML Server with up to 30 simultaneous sessions for evaluation purposes. To utilize more simultaneous sessions, activate a valid license of VXML Server. 23

34 Call Studio License Managing Post Installation Call Studio License After installation, you can use Call Studio for 30 days without a license. To continue using Call Studio after 30 days, apply for a license. Applying Call Studio License To apply a license to Call Studio, perform the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Obtain a PAK (Product Authorization Key) and enter that number into the Cisco license tool at A License file is returned. Open the license file with a text editor and copy the contents. Start the Call Studio. From the menu, select Help > Activation... The Activation... dialog box is displayed. You can use Call Studio without an active license for 30 days. After 30 days, when you start Call Studio, the Activation dialog box... is displayed to apply for an active license. In the License field, paste the license text. Click Activate. A status bar displays while the license is checked. After activation, a message appears that states Activation Successful. Click OK. The Call Studio license is activated. 24

35 CHAPTER 6 Uninstalling Unified CVP This chapter describes the tasks to uninstall the Unified CVP software components. Related Files, page 25 Windows Server 2008 R2, page 25 Related Files Before you attempt to uninstall Unified CVP components or any of its associated Service Releases or Maintenance Releases, make sure that all other applications are shut down and opened files are closed. In addition, if a file that the Unified CVP uninstall program requires is locked, a failed uninstall could result. Windows Server 2008 R2 This section discusses the tasks and procedures associated with uninstalling Unified CVP software from a Windows Server 2008 R2. You can uninstall Unified CVP software from your computer using: Unified CVP installation program Windows Control Panel Uninstalling Unified CVP Software From Windows Control Panel To remove Unified CVP Software from Windows Control Panel, perform the following steps: 25

36 Uninstalling Unified CVP Software with the Installation Program Uninstalling Unified CVP Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Disable Cisco Security Agent. Close all open applications. Click Start > Control Panel > Programs and Features. Select Cisco Unified Customer Voice Portal / Cisco Unified Call Studio and click Remove. Click Next. The InstallShield Wizard removes all the installed Unified CVP components. After the installation is complete, the Uninstall Complete screen appears. Depending on the components you uninstalled, you may need to reboot your computer. After uninstalling Cisco Unified Call Studio, some files are retained in the directory (C:\Cisco\Callstudio). Before you reinstall Unified CVP 9.0(1), back up the required files manually from the directory and then delete the directory. Related Topics Disable Security Agent, on page 8 Uninstalling Unified CVP Software with the Installation Program To remove the Unified CVP software with the Installation Program, perform the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Disable Cisco Security Agent. Run the setup.exe file of the software you require to uninstall. The CVP InstallShield Wizard Modify screen appears. Select the Remove option, and click Next. Select the required Unified CVP software and click Remove. After the uninstallation of the Unified CVP software, the Uninstall Complete screen appears. Depending on the components you uninstalled, you may need to reboot your computer. After uninstalling Cisco Unified Call Studio, some files are retained in the directory (C:\Cisco\Callstudio). Before you reinstall Unified CVP 9.0(1), back up the required files manually from the directory and then delete the directory. Related Topics Disable Security Agent, on page 8 26

37 CHAPTER 7 CVP Solution Migration Compatibility This chapter provides information about Unified CVP product migration compatibility and the other key components of the Unified CVP solution that are affected during the migration. As Unified CVP 9.0(1) runs on Windows 2008 R2 server, an upgrade from an earlier release of Unified CVP 8.0(1) or CVP 8.5(1) is not supported as the earlier releases run on Windows 2003 server. About CVP Solution Migration Compatibility, page 27 Migrate to Unified CVP 9.0(1), page 28 About CVP Solution Migration Compatibility Unified CVP 9.0(1) supports migration from Unified CVP 8.0(1) and Unified CVP 8.5(1) releases only. Because Unified CVP is both a product and a solution, when planning an upgrade it is not enough to consider only upgrading the Unified CVP product components. The Unified CVP product relies upon other key components of the Unified CVP solution. The following components of the Unified CVP solution are not part of the Unified CVP product but may be used for a complete solution: Unified Communications Manager Cisco Unified Intelligent Contact Manager Cisco Gateway SIP Proxy Server Third-Party Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) Servers Cisco Unified SIP Proxy (CUSP) Cisco Application Control Engine (ACE) Upgrade refers to the general process of moving an existing installation from an earlier release of Unified CVP to a newer release of Unified CVP, with no change to the platform it is running on or the call control mechanism it uses. For example, converting a CVP 8.0(1) Call Server to a CVP 8.5(1) Call Server is an upgrade. 27

38 Migrate to Unified CVP 9.0(1) CVP Solution Migration Compatibility Upgrade Unified CVP in stages reduces risks associated with upgrading many products at one time. To support the multistage upgrade approach, newer versions of Unified ICM and Unified CM support the older CVP Releases. For example, you might plan a three-stage process. You upgrade a few components in each stage such that the stopping point is a fully supported combination of versions. The desired result is to upgrade the fewest number of components possible, but to push each of those as far as possible toward the final version. This method of upgrading reduces the number of variables at each stage, and at the same time reduces the number of times a given component needs to be upgraded. After each stage, run regression tests to verify that the solution is fully operational again. At that time, you may opt to run the solution in production at that stage for a period of time. When your upgrade plan is in place and you are ready to upgrade, be sure to study the Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Release 9.0(1) to devise a strategy that reduces migration risks for your deployment. Migrate to Unified CVP 9.0(1) The basic steps for migrating Unified CVP Release 8.0(1) or Unified CVP Release 8.5(1) to Unified CVP Release 9.0(1) are outlined below; they take a solution-level compatibility into account. These steps are recommendations only, you may have specific reasons for following a different procedure. See the Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Release 9.0(1) to ensure the solution components are at versions supported by Unified CVP 9.0(1). Unified CVP 9.0(1) contains new gateway files to be run on the IOS gateway. All of these files must be deployed on IOS gateways as part of a CVP migration. Some of these gateway files may not be compatible with systems running CVP releases prior to 9.0(1), and must only be used with systems running Unified CVP 9.0(1). If other CVP systems are to remain running prior versions of CVP, these systems must not be using gateways that have had the script files upgraded to the Unified CVP 9.0(1) versions. Important You must stop any third-party services and applications running on the server prior to running the Unified CVP Installer. Some third-party services and applications can lock files required by the installer, resulting in an install error. Before You Begin See the Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide for the supported software release information for your products and the Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) for the supported hardware for Release 9.0(1). Procedure Step 1 Migrate all the Unified CVP sub-components to Unified CVP Release 9.0(1) in the following order: a) Operations Console b) Reporting Server c) Call Server 28

39 CVP Solution Migration Compatibility Migrate to Unified CVP 9.0(1) d) VXML Server and Unified Call Studio Step 2 Step 3 Step 4 Step 5 Upgrade IOS to a version supported in the Release 9.0(1) and install the latest Script and Media Files from the Operations Console. Upgrade to the appropriate release of Unified ICM. Upgrade to the appropriate release of Unified CM. Upgrade the JTAPI client on the Agent PG to the client from your upgraded Unified CM. 29

40 Migrate to Unified CVP 9.0(1) CVP Solution Migration Compatibility 30

41 CHAPTER 8 Upgrade Plan This chapter provides an overview of upgrade considerations and strategies that can be used to perform a CVP upgrade. Upgrade Strategies, page 31 Upgrade Considerations, page 35 Upgrade Strategies Typically, there is a limited maintenance window to perform an upgrade. When there are a large number of CVP servers, it may not be possible for you to upgrade all of the servers in one maintenance window. The CVP has upgrade strategies that help large CVP deployments segment the upgrade process. Using the concepts of CVP units and multiphased upgrades, you can divide the server upgrades into multiple steps that can be completed over several maintenance windows. CVP Units and Multiphased Approach Some Unified CVP deployments are logically divided so that call paths only traverse subsets of CVP servers. These logical groupings of servers are referred to as a CVP unit. A CVP unit is comprises VXML Servers, Call Servers, and Reporting Servers. These servers can be involved in processing of a call. A Unified CVP deployment includes failover machines, other CVP units that a VXML gateway could transfer the call to, and VXML Servers that house VXML applications that are called by Subroutine elements. Unified CVP deployments that have multiple CVP units can upgrade one unit at a time. This deployment may be useful for call centers using H.323 protocol and need to migrate to SIP protocol to continue call processing and minimize the risks. The CVP unit must remain offline until you upgrade all the components in a unit. 31

42 CVP Units and Multiphased Approach Upgrade Plan An example of a Unified CVP deployment (VXML Servers, Call Servers, Reporting Servers, and call paths) is illustrated below. Figure 3: Example: Unified CVP Deployment Showing Two CVP Units The figure depicts two logical CVP units. They are logical units because there is no path for the call to move from one unit to the other. The VXML Server and Call Server are referred as VS and CS respectively. CVP unit 1 - VS1, VS2, CS1, CS2, RS1 CVP unit 2 - VS3, VS4, CS3, CS4, RS2 Multiphased approach refers to the ability to upgrade a subset of Unified CVP servers and resume call processing. Using the multiphased upgrade approach, you can divide your upgrades in phases over time. If a CVP deployment has multiple CVP units, you can upgrade each unit using the multiphased approach. Multiphased upgrades must upgrade all components in the following order: 1 Operations Console (OAMP) 2 Reporting Server 3 Call Servers 4 VXML Servers 32

43 Upgrade Plan Multiphased Upgrades It is not necessary to upgrade all servers in a category in a single maintenance window. However, you must upgrade all CVP components of one type before moving to the next set of components in the Unified CVP deployment or the CVP unit. Figure 4: CVP Servers and Call Paths Multiphased Upgrades A multiphased upgrade refers to the ability to upgrade a subset of Unified CVP servers and resume call processing. A multiphased upgrade process provides you with additional ways to divide your upgrades over time. If a CVP deployment has multiple CVP units, each unit can be upgraded using a multiphased approach. Multiphased upgrades must upgrade all components in the following order: 1 Operations Console (OAMP) 2 Reporting Server 3 Call Servers 4 VXML Servers 33

44 Multiphased Upgrades Upgrade Plan Not all servers in a category need to be upgraded in a single maintenance window. However, you must upgrade all CVP components of one type before moving to the next set of components in the Unified CVP deployment or the CVP unit. Figure 5: CVP Servers and Call Paths The following scenarios are examples of how you might implement the multiphased upgrade. Scenario 2: Upgrade All Servers of a Certain Type in a Maintenance Window Maintenance Window 1 - RS1, RS2 Maintenance Window 2 - CS1, CS2, CS3, CS4 Maintenance Window 3 - VS1, VS2, VS3, VS4 Scenario 3: Upgrade a Subset of a Server Type in a Maintenance Window Maintenance Window 1 - RS1, RS2, CS1 Maintenance Window 2 - CS2, CS3, CS4, VS1 Maintenance Window 3 - VS2, VS3, VS4 Scenario 4: Upgrade a Subset of a Server Types From a CVP Unit in a Maintenance Window Maintenance Window 1 - RS1, CS1 Maintenance Window 2 - CS2, VS1, VS2, 34

45 Upgrade Plan Upgrade Considerations Maintenance Window 3 - RS2, CS3 Maintenance Window 4 - CS4, VS3, VS4 Upgrade Considerations Review the following upgrade considerations when you are planning a CVP unit and/or multiphased upgrade. CVP Unit and Multiphased Upgrades When you divide a product upgrade into multiple steps, it is important that you consider the following: General Considerations Components co-resident on servers Multiphased upgrades are not supported in deployments with co-resident components. CVP unit upgrades support co-resident components if all of the co-resident components are part of the same unit. As with non co-resident components, the CVP unit must remain offline until all components that comprise the unit are upgraded. For example, if you have a co-resident VXML Server and Call Server in the same CVP unit, the unit can be upgraded; when all of the components are upgraded the unit can begin to process calls. Caution If a deployment did not follow the upgrade order and that deployment were to handle calls, some call data may be lost. For example, if a 7.x Reporting Server were to receive a message from an 9.0(1) Call Server, none of the new fields and/or messages introduced in CVP 9.0(1) would be persisted about that call. Ops Console Unified CVP 9.0(1) supports one Ops Console Server per deployment. The Ops Console must always be upgraded first. If it is not, you will be unable to configure properties introduced in the Unified CVP 9.0(1) Release. The Ops Console displays only the latest released version of the user interface. Interface screen formats for earlier versions of a device type are not supported. For example, if a Call Server is at Version 8.0(1), the 9.0(1) Version of the Call Server configuration screen displays with any new configuration options and default values, if applicable. If the Ops Console performs an online view for a device type of an older release version, defaults are applied in an effort to populate the new properties that are unknown to the older device type. To continue to support device types at older versions, you cannot remove or modify the attributes of an existing property using the Ops Console. If a previous version component receives a configuration property that applies only to the new version, it will log a trace message. 35