HR Data Migration Guide for Upgrading Cisco CRS 4.0(5/5a) 1 to Cisco Unified CCX 7.0(1)

Transcription

1 HR Data Migration Guide for Upgrading Cisco CRS 4.0(5/5a) 1 to Cisco Unified CCX 7.0(1) November 19, 2008 This HR data migration guide contains the following sections: Purpose, page 2 Overview, page 3 Best Practices, page 4 Assumptions, page 5 Prerequisite, page 6 Backup Process, page 9 Upgrade Process, page 28 Restore Process, page 29 View Log Files, page 33 Troubleshooting Tips, page 33 Obtain Additional Support and Documentation, page Valid for both CRS 4.0(5/5a) SR1 and CRS 4.0(5/5a) SR2 systems. Americas Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA USA

2 Purpose Purpose The purpose of this document is to explain the entire data migration process, which includes the automated and manual data backup 1 and restore 2 process to be carried out by you as well as by the Data Migration tool. The basic purpose of this tool is to help you migrate all historical data while upgrading the Cisco Customer Response Solution (CRS) installed machine in the following situation: You are an existing user of CRS 4.0(5/5a) and you plan to upgrade to Cisco Unified Contact Center Express (Unified CCX) 7.0(1) and the upgrade requires backing up all historical data from the source system (CRS 4.0(5/5a) system), and restoring the backed up data on the target system (Unified CCX 7.0(1) system). Note The current release of this tool only supports the migration of all historical data residing on the CRS 4.0(5/5a) system while you upgrade your system with the Unified CCX 7.0(1) or later service releases. 1. In this document, this 'backup' always refers to backing up data manually or using the Data Migration tool, unless otherwise specified, such as backing up data using the Backup And Restore System (BARS). 2. In this document, this 'restore' always refers to restoring or retrieving data manually or using the Data Migration tool, unless otherwise specified, such as restoring data using the BARS. 2

3 Overview Overview The Data Migration tool is a command line utility that helps you back up all historical data from the your CRS 4.0(5/5a) system and restore the backed up data on the Unified CCX 7.0(1) system automatically while you upgrade from CRS 4.0(5/5a) to Unified CCX 7.0(1). You need to restore the backed up data on the Unified CCX 7.0(1) system as soon as you complete the initial setup configuration on the Unified CCX 7.0(1) system. For more information on how to perform initial setup configuration, refer to the Cisco Unified CCX 7.0(1) Installation Guide. Note If you are running CRS versions earlier than 4.0(5), you can either upgrade to CRS 4.0(5) in order to use this tool or manually upgrade to Unified CCX 7.0(1) using the available white paper. The entire upgrade process from CRS 4.0(5/5a) to Unified CCX 7.0(1) involves the following steps: 1. Backing up data on the CRS 4.0(5/5a) system. 2. Upgrading latest compatible Cisco Unified Communications Manager (Unified CM) and installing Unified CCX 7.0(1). 3. Restoring the backed up data on the Unified CCX 7.0(1) system. Note Restore operation is not supported on a High Availability (HA) deployment model. Considering the runtime environment and the capaciy of the tool, it takes 40~45 minutes on an average to migrate 1 GB of data from a system running CRS 4.0(5/5a) to a system running Unified CCX 7.0(1). 3

4 Best Practices Best Practices To reduce the downtime of your contact center, it is recommended that you plan the upgrade and data migration in advance. The following are the best practices that help reduce the downtime of your contact center. Download the Data Migration Assistant (DMA) tool to upgrade Unified CM and keep it handy. Download the Data Migration tool (for the CRS 4.0(5/5a) system) and keep it handy. Upgrade process should be carried out during off-peak hours or in a maintenance window as your system cannot handle calls during an upgrade. Procure the appropriate licenses for Unified CCX 7.0(1) and Unified CM, and keep them handy. If you have a base license, also keep it handy. Keep the installer DVDs of Unified CCX 7.0(1) and Unified CM handy. See Table 1 on page 6 for DB size limit and manually purge any excess data accordingly. You must plan the data migration activity and/or any purging activity well in advance to avoid extended downtime and unnecessary delay. Take the manual backup and screen captures for all the configuration data on your CRS 4.0(5/5a) system while your call center is operational. After you complete the HR data migration activity, uninstall CRS 4.0(5/5a) plug-ins from the agent desktops and install Unified CCX 7.0(1) desktop suite on these agent desktops immediately so they can start handling calls. Warning Data Migration activity will fail if the Unified CCX 7.0(1) system on which you intend to restore the data has less hard disk space than the CRS 4.0(5/5a) system from which this data has been backed up. For instance, data backed up from a CRS 4.0(5/5a) system with 162GB hard disk space cannot be restored on a Unified CCX 7.0(1) system with 72GB hard disk space. 4

5 Assumptions Assumptions It is assumed that: You use the latest compatible Backup And Restore System (BARS) to take the regular backup of the CRS 4.0(5/5a) system before starting the upgrade operation. To download the latest version of BARS, visit You use the Data Migration Assistant (DMA) tool to upgrade the Unified CM. You stop the Node Manager from services before you run the DMA tool to upgrade Unified CM in co-resident deployment setup. You upgrade Unified CM to a compatible version prior to upgrading CRS. To find the most compatible version of Unified CM, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. You upgrade all the CRS 4.0(5/5a) supported software using their own utilities to a version that is compatible with Unified CCX 7.0(1). For more information, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. You do not want to migrate the data related to calls that are active during the backup process using the data migration tool. You will restore the backed up data on the Unified CCX 7.0(1) system after you perform the initial setup configuration on it and before it starts receiving calls. 5

6 Prerequisite Prerequisite Before you run this tool and start migrating all historical data, it is recommended that you verify the following and perform any necessary steps: Capacity and compatibility of the system hard disk on which you plan to upgrade while using SQL 7.0(1): Check the hard disk compatibility and supported database (DB) size of the Unified CCX 7.0(1) system according to the following matrix (see Table 1). Table 1 Disk Space Matrix on Unified CCX 7.0(1) System for Data Migration Hard disk size on Unified CCX 7.0(1) system Less than 72GB Greater than 72GB Data allowed to migrate to Unified CCX 7.0(1) system 7GB 10GB The minimum disk space to store the backed up data on the Unified CCX 7.0(1) system must be 10% more than the migrated data size. Note If you are currently not running on any of the supported hardware (as mentioned in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide) of Cisco Unified CCX 7.0(1) or later releases, then it is recommended to procure the hardware supported for Unified CCX 7.0(1) according to your deployment model (Standalone or High Availability). Maximum supported DB size of the Unified CCX 7.0(1) system: Check the maximum supported DB size of the Unified CCX 7.0(1) system on which you plan to upgrade. Since the DB size is limited on the target system running Unified CCX 7.0(1) or later, you have to purge the excess data until the DB size is reduced to the allowed DB size (see Table 1) on the Unified CCX 7.0(1) system. Note It is recommended that you check the DB size manually before you take the backup as this is out of the purview of this tool. 6

7 Prerequisite The Historical Reporting Configuration window (choose Tools > Historical Reporting) in Application Administration displays information about the currently used space in the DB and allows you to purge the historical data according to your configuration settings. While backing up data from your source system, you have to manually purge the data on the source system if the size of the DB to be migrated is more than the DB size allowed (see Table 1). However, while restoring data, the Data Migration tool logically purges any excess data if the size of the data getting migrated is higher than the allowed DB size on the Unified CCX 7.0(1) system. For more information on purging, refer to the Cisco Unified CCX Administration Guide. Warning You must plan the data migration activity and/or any purging activity well in advance to avoid extended downtime and unnecessary delay. Storage space for the backup (historical data): Make sure that your system running CRS 4.0(5/5a) has enough disk space to store the backed up historical data. Note It is recommended that you remove all unnecessary data, not related to CRS 4.0(5/5a), in order to store the backed up data on your CRS 4.0(5/5a) system. Keep new Unified CCX 7.0(1) licenses handy before the upgrade: Procure Unified CCX 7.0(1) licenses before you start the upgrade. If you have obtained an upgrade license (to upgrade from CRS 4.0(5/5a) to Unified CCX 7.0(1) or later releases), then back up the existing CRS 4.0(5/5a) license file(s) and upload all the licenses (upgrade license, CRS 4.0(5/5a) base license, and license for any other extra seat) to the Unified CCX 7.0(1) system. If you do not have the license handy or have not procured yet, open a case with the Cisco license team (licensing@cisco.com); otherwise, just upload the Unified CCX 7.0(1) license. Disk space for Microsoft Desktop Engine (MSDE) Installation: For MSDE installation, the buffer space on the Unified CCX 7.0(1) system is set to 1GB (to enable you to migrate up to a maximum 1GB of data), while another 1GB space is allocated for new calls, resulting a total of 2GB for MSDE data. 7

8 Prerequisite Manually back up all custom stored procedures: It is important that you manually back up and store all the custom stored procedures that you might have created on the CRS 4.0(5/5a) for generating custom reports. Further, you need to manually back up the crystal report templates, if any, and store it for use on the Unified CCX 7.0(1) system. You can recreate the custom stored procedures on the Unified CCX 7.0(1) system at the same location (C:\CCXMigration folder) after initial configuration. Similarly, you can redeploy the crystal report templates. 8

9 Backup Process Backup Process Taking backup of data on the source system involves automatic backup of historical data by the Data Migration tool and manual back up of configuration data by yourself. The automated process using the Data Migration tool, UCCXHRDataMigrator.exe, helps you migrate all historical data available on your CRS 4.0(5/5a) system to the Unified CCX 7.0(1) system. However, you need to manually migrate the following configuration data in addition to using the tool: Telephony Subsystem configurations Application configurations Subsystem Configurations System Parameter configurations Java Telephony Application Programming Interface (JTAPI) triggers and providers, RmCm providers, and AXL Service Providers User Files (Custom Scripts, Prompts, Grammars, Documents including web applications, custom jars, and other documents) Cisco Desktop Administrator and Cisco Agent Desktop data Caution Do not restore the data before you perform the initial setup configuration on the Unified CCX 7.0(1) system, and before the system starts receiving new calls in order to prevent data loss related to new calls and avoid severe data conflicts. Warning If you plan to use the same CRS 4.0(5/5a) system to upgrade to Unified CCX 7.0(1) system, then you must copy the backed up data (C:\CCXMigration folder on your CRS 4.0(5/5a) system) and keep it in a safe location before you run the Windows 2003 operating system (OS) CD and the Unified CCX 7.0(1) DVD. Otherwise, you will lose all the backed up data residing on your CRS 4.0(5/5a) system. Data migration on the CRS 4.0(5/5a) system involves the following: Manual Backup, page 10 Automated Backup, page 27 9

10 Backup Process Manual Backup To start migrating all legacy data from the CRS 4.0(5/5a) system to the Unified CCX 7.0(1) system, you need to manually take the backup of all configuration data that is out of purview of the Data Migration tool. Note To manually back up the configuration data, it is recommended that you take screen captures for all the configuration settings currently existing on your CRS 4.0(5/5a) system. Considering all the deployment models supported on your CRS 4.0(5/5a) system, you need to log into your CRS 4.0(5/5a) system and manually back up the settings and configuration data, such as AXL Providers, System Parameters, Application Scripts, and store the backed up data in a different location so that they can be recreated on the Unified CCX 7.0(1) system. Note A different location can be a safe, independent backup system, secondary hard disk, or a secondary media, such as CD or DVD. To start taking the backup, log on to your CRS 4.0(5/5a) system by choosing Start > Programs > Cisco CRS Administrator > Application Administration, and then log in with your user identification and password. The Customer Response Solution (CRS) Administration page is displayed. The next few sections list the step-by-step instructions on how to manually back up the configuration data available on your CRS 4.0(5/5a) system. Note It is recommended that you take screen captures for all the configuration settings (from your CRS 4.0(5/5a) system) that you plan to export to the Unified CCX 7.0(1) system before you begin the upgrade. 10

11 Backup Process Backing up AXL Providers Step 1 On the CRS Administration page, choose System > LDAP Information. The CRS LDAP Server Information window is displayed (see Figure 1). Figure 1 CRS LDAP Server Information Window Step 2 Step 3 Record the AXL provider configuration settings only if you plan to use the same AXL provider s name on the Unified CCX 7.0(1) system. Store all the recorded AXL provider records and configuration settings at a different location so that they can be recreated on the Unified CCX 7.0(1) system. 11

12 Backup Process Backing up System Parameters Step 1 Step 2 On the CRS Administration page, choose System > System Parameters. The System Parameters Configuration window is displayed. Record all your system parameter configuration settings, such as HR Session, Recording count (see Figure 2). Figure 2 System Parameters Configuration Window Step 3 Store all the recorded system parameters configuration settings at a different location so that they can recreated on the Unified CCX 7.0(1) system. 12

13 Backup Process Backing up Application Scripts Step 1 Step 2 On the CRS Administration page, choose Applications > Application Management. The Application Configuration window is displayed. In the Application List, click each application name from the Name column (see Figure 3). Figure 3 Application Configuration Window Step 3 Check for all the records and details in the Cisco Script Application window by clicking the items (such as Trigger Configuration settings for HTTP and JTAPI) in the left pane (see Figure 4). Figure 4 Cisco Script Application Window 13

14 Backup Process Step 4 Save the JTAPI route point (trigger) information (domain name and properties) on your system so that this record can be recreated in the Unified CM after it is upgraded (see Figure 5). For additional details, refer to the Installing Cisco Unified Communications Manager Release 7.0(1) and Upgrading to Cisco Unified Communications Manager Release 7.0(1) from Cisco Unified Communications Manager 4.x Releases documents. Figure 5 JTAPI Trigger Configuration Window Step 5 Store all the saved records and configuration settings that you find for each application script and store it in a different location so that they can recreated on the Unified CCX 7.0(1) system. 14

15 Backup Process Backing up Custom Scripts Step 1 On the CRS Administration page, choose Applications > Script Management. The Script Management window is displayed (see Figure 6). Figure 6 Script Management Window Step 2 Download all the custom scripts by clicking the download link (folder icons highlighted in red) corresponding to each script and save them (see Figure 7). Figure 7 Script Management Window with Links to Download Scripts Step 3 Finally, store all the downloaded custom scripts at a different location so that they can be uploaded to the Unified CCX 7.0(1) system. 15

16 Backup Process Backing up Prompts Step 1 On the CRS Administration page, choose Applications > Prompt Management. The Prompt Management window is displayed (see Figure 8). Figure 8 Prompt Management Window Step 2 Step 3 Download the manually uploaded prompts by clicking the download link (folder icons highlighted in red) corresponding to all the custom and default language prompts (see Figure 8) listed under Root folder and save them. Finally, store all the saved prompts at a different location so that they can be uploaded to the Unified CCX 7.0(1) system. Additionally, download and save all the spoken-name prompts for user spoken names uploaded on the CRS 4.0(5/5a) system. The spoken-name prompts are stored in the following folder on the Cisco CRS server: C:\Program Files\wfavvid\tomcat_appadmin\webapps\appadmin\upload 16

17 Backup Process Backing up Grammars Step 1 On the CRS Administration page, choose Applications > Grammar Management. The Grammar Management window is displayed (see Figure 9). Figure 9 Grammar Management Window Step 2 Step 3 Download the manually uploaded grammars by clicking the Download link corresponding to all the custom and default language grammars listed (see Figure 9) under Root folder and save them. Finally, store all the saved grammars at a different location so that they can be uploaded to the Unified CCX 7.0(1) system. 17

18 Backup Process Backing up Documents Step 1 On the CRS Administration page, choose Applications > Document Management. The Document Management window is displayed (see Figure 10). Figure 10 Document Management Window Step 2 Step 3 Download the manually uploaded documents by clicking the Download link corresponding to all the custom and default language documents listed (see Figure 10) under Root folder and save them. Finally, store all the saved documents at a different location so that they can be uploaded to the Unified CCX 7.0(1) system. Backing up JTAPI Call Control Group Configuration Settings Step 1 On the CRS Administration page, choose Subsystems > JTAPI. The JTAPI Call Control Group Configuration window is displayed (see Figure 11). 18

19 Backup Process Figure 11 JTAPI Call Control Group Configuration Window Step 2 Click the JTAPI Call Control Group (CTI Ports) names in the Description or CTI Ports column and record all the listed CTI ports and their configuration settings. Figure 12 JTAPI Call Control Group Configuration Window - CTI Ports 19

20 Backup Process Step 3 Find all the existing configuration settings for JTAPI Provider, JTAPI Call Control Group (CTI Ports), and JTAPI Triggers by clicking the items on the left pane (see Figure 13) and save them. Figure 13 Configuration Settings for JTAPI Provider, CCG, and Triggers Step 4 Finally, store all the saved JTAPI Configuration settings at a different location so that they can be recreated on the Unified CCX 7.0(1) system. 20

21 Backup Process Backing up RmCm Configuration Settings Step 1 On the CRS Administration page, choose Subsystems > RmCm. The IPCC Express Configuration window is displayed (see Figure 14). Figure 14 IPCC Express Configuration Window Step 2 Take the screen captures of all existing configuration settings for IPCC Express (RmCm) by clicking items on the left pane, such as Contact Service Queues (CSQs), Resource Groups, Skills, and save them. See Figure 15 and Figure 16 for details. Figure 15 Details of CSQs 21

22 Backup Process Figure 16 Details of Skills Step 3 Finally, store all the saved IPCC Express (RmCm) Configuration settings at a different location so that they can be recreated on the Unified CCX 7.0(1) system. Backing up Cisco Media Termination Dialog Group Configuration Settings Step 1 On the CRS Administration page, choose Subsystems > Cisco Media. The Cisco Media Termination Dialog Group Configuration window is displayed (see Figure 17). Figure 17 Cisco Media Termination Dialog Group Configuration Window Step 2 Click the group description in the Description column to record the number of channels corresponding to each group and save the records on your system. 22

23 Backup Process Figure 18 Cisco Media Termination Dialog Group Configuration details Step 3 Store all the saved data so that you can recreate this data on the Unified CCX 7.0(1) system. Backing up Configuration Settings for Other Subsystems Step 1 Record all configuration settings for other subsystems (if you have used them on the CRS 4.0(5/5a) system), such as Database, HTTP, , MRCP ASR (Automatic Speech Recognition), and MRCP TTS (Text to Speech) available on the Subsystems tab. Note In case of the Cisco Unified IP IVR (Unified IP IVR) license, capture the Cisco Unified Intelligent Contact Management (Unified ICME) Enterprise subsystem screen. See Figure 19 and Figure 20 for details. Figure 19 Unified IP IVR License Information 23

24 Backup Process Figure 20 ICM Configuration Settings Information Step 2 Record the Real Time Snapshot Writing configuration settings for Wallboard if you have used it in your CRS 4.0(5/5a) system. Figure 21 Real Time Snapshot Writing Configuration for Wallboard Window Step 3 Store the recorded data at a different location so that you can retrieve and recreate this data on the Unified CCX 7.0(1) system. 24

25 Backup Process Backing up CAD Data It is recommended that you record all the settings under the Enterprise Data Configuration, Desktop Configuration, and Personnel Configuration nodes on Cisco Desktop Administrator. Note any layout, enterprise data, reason codes, phone books, and work flows that are currently available and back up all recordings. Note It is recommended that you take screen captures of all the configuration settings for Cisco Desktop Administrator, Cisco Supervisor Desktop, and Cisco Agent Desktop and take the backup of all data manually. Step 1 Step 2 Step 3 Step 4 Collect all IP addresses for all Unified CCX and CAD servers. Include all off-board recording servers, if any. On each of these servers, convert any recordings stored on it to WAV format using the RAW to WAV utility (raw2wav.exe). Refer to the Cisco CAD Troubleshooting Guide for CAD 6.6 for Unified CM for details on using this utility. By default, recordings are located at C:\Program Files\Cisco\Desktop\Desktop_Audio. If a custom location was configured, use the registry key to locate it. Open the Windows Registry and then navigate to the key: HKEY_LOCAL_MACHINE/SOFTWARE/Spanlink/CAD/Recording & Playback Server/config/Audio Directory Copy the converted recording files to a secure server at a safe location. Preserve all the settings configured in Cisco Desktop Administrator. It is recommended that you take screen captures of the settings configured in the following windows: Field List (choose Enterprise Data Configuration > Enterprise Data) Layout List (choose Enterprise Data Configuration > Enterprise Data) For each layout, click Edit to view the fields in that layout. VoIP Monitor (choose Enterprise Data Configuration > VoIP Monitor) Dial Strings (choose Desktop Configuration > Dial Strings) Take a screen capture of each tab for both North American Dial String Formatting and Variable Dial String Formatting. 25

26 Backup Process Step 5 Phone Books (choose Desktop Configuration > Phone Books) Take a screen capture of every phone book in the Phone Books drop-down list. Reason Codes (choose Desktop Configuration > Reason Codes) Take a screen capture of both the Logout and Not Ready tabs. For each work flow group (choose Desktop Configuration > Work Flow Groups > Agents > [work flow group name], take a screen capture of the following: User Interface tabs (Toolbar, Show Data Fields, Miscellaneous, IPPA, Browser Setup) Work Flow Setup (rules and actions for each event; open each action and take a screen capture of its details; if you find a macro, copy and paste the macro script into a text file) Enterprise Data (Data, Window Options, and Call Activity tabs) Agents (choose Personnel Configuration > Agents) to document the agent work flow assignments Agents should take screen captures of their personal phone books set up in Cisco Agent Desktop. Note If you have been running Cisco IP Queue Manager (IP QM) license on your CRS 4.0(5/5a) system, then upgrade it to Unified CCX 7.0(1) with Cisco Unified IP Interactive Voice Response (Unified IP IVR) license. For more information on upgrading from IP QM to Unified IP IVR, refer to the End-of-Life (EOL) notice. Warning It is important that you complete backing up all the configuration data (not supported by the Data Migration tool) manually, before you start the automated backup process. 26

27 Backup Process Automated Backup Running the Data Migration tool takes the backup of all historical data available on your CRS 4.0(5/5a) system. Make sure your CRS 4.0(5/5a) system has enough space to store the backed up data. Note Use BARS for taking the regular backup of your CRS 4.0(5/5a) system. Step 1 Download the Data Migration Tool (UCCXHRDataMigrator.exe) on your CRS 4.0(5/5a) system. Tip Step 2 Keep the UCCXHRDataMigrator.exe file in a safe location as you will need it again to restore the backed up data on the Unified CCX 7.0(1) system. Double-click to run the UCCXHRDataMigrator.exe file. Type y and press Enter to continue. Figure 22 Data Migration Tool Command Line Interface Step 3 The tool exports all historical data and automatically backs up the database in the C:\CCXMigration folder on your CRS 4.0(5/5a) system. 27

28 Upgrade Process Note Step 4 Backing up the data using the tool again overwrites the C:/CCXMigration folder. To find the backup timestamp information and track the backed up data, open the catalog.ini file from the C:/CCXMigration folder. Copy the content of the C:/CCXMigration folder and store the content at another safe location, if you plan to use the same CRS 4.0(5/5a) system to install Unified CCX 7.0(1). Upgrade Process To upgrade CRS 4.0(5/5a) to Unified CCX 7.0(1) and Unified CM 4.2(3) to the latest compatible version, do the following: Step 1 Step 2 Step 3 Install Windows 2003 OS and Unified CCX 7.0(1) or a later release on the system where you want to restore the backed up data. For installation instructions, refer to the Cisco Unified CCX 7.0(1) Installation Guide. On another machine, use the DMA tool to upgrade Unified CM 4.2(3) to the latest compatible version to run with Unified CCX 7.0(1). For additional information, see a.html. Click here to download the latest version of the DMA tool. Complete the initial setup configuration on the Application Administration of first node. For additional information, refer to the Cisco Unified CCX 7.0(1) Installation Guide. Configure the RmCm and JTAPI Providers. The records for the RmCm and JTAPI Providers will be available on the new system after the upgrade and initial configuration. The system prompts you to either reuse them or recreate them manually in the new Unified CCX 7.0(1) system. Note Refer to the configuration data, such as Unified CM details, JTAPI, RmCm application users, manually backed up from your CRS 4.0(5/5a) in order to use the same configuration settings for Unified CCX 7.0(1). 28

29 Restore Process Warning If you plan for a High Availability (HA) setup on the Unified CCX 7.0(1) system, bring up the second node only after you finish restoring all the data from CRS 4.0(5/5a) system to the Unified CCX 7.0(1) system. Restore Process Restoring the backed up data on the Unified CCX 7.0(1) system involves the following: Automated Restore, page 29 Manual Restore, page 30 Automated Restore To automatically restore the backed up data on the Unified CCX 7.0(1) system, do the following: Step 1 Step 2 Step 3 Step 4 The initial configuration wizard of Application Administration prompts you to upload a proper Cisco Unified CCX 7.0(1) license file. Upload the appropriate license based on the type of license you have procured. Copy the complete backed up data to the same location (C:\CCXMigration) in the newly installed Unified CCX 7.0(1) system. Download the Data Migration tool (UCCXHRDataMigrator.exe) or copy it from your CRS 4.0(5/5a) system. Double-click to run the UCCXHRDataMigrator.exe. Type y and press Enter to continue (see Figure 23). 29

30 Restore Process Figure 23 Data Migration Tool - Restoring Data Step 5 Step 6 On successful data migration, the Node Manager restarts automatically. After the Node Manager restarts, log into the Application Administration. The Unified CCX 7.0(1) system is ready to handle new calls. If you plan for the HA setup in the Unified CCX 7.0(1) system, activate the second node and perform the Add to Cluster activity. Manual Restore To restore the backed up data and manually recreate all the configuration settings on the Unified CCX 7.0(1) system, log on to the Unified CCX 7.0(1) system by choosing Start > Programs > Cisco Unified CCX Administrator > Application Administration, and log in with your user identification and password. Then follow the step-by-step instructions to restore the backed up data. Step 1 On the new Unified CCX 7.0(1) system, if you plan to use the same CTI ports and route points (existed in CRS 4.0(5/5a) system), you must delete them manually from the Unified CM and then recreate them on the Unified CCX 7.0(1) system. To do so, log into the Unified CM 7.x and delete the CTI ports and route points created earlier in the CRS 4.0(5/5a) system. For additional information on how to delete CTI ports and route points, refer to Cisco Unified Communications Manager Administration Guide. 30

31 Restore Process Note Step 2 It is recommended that you upgrade Unified CM to a version that is compatible with the new Unified CCX 7.0(1) system before you delete these configuration settings from the Unified CM and recreate them on the new Unified CCX 7.0(1) system. Recreate and restore all your configuration data including call control groups, triggers, application data, AXL information, custom scripts, spoken names, system parameters, and additional subsystem configurations that you have recorded during the manual backup process on the CRS 4.0(5/5a) system. Here are the steps to manually restore all backed up configuration settings: a. From the Application Administration window, choose Subsystems > Cisco Unified CM Telephony, and then click Add a New Cisco Unified CM Telephony Call Control Group to add a new call control group, or click Cisco Unified CM Telephony Call Control Group on the left pane to add the call control group based on the screen capture taken from the CRS 4.0(5/5a) system. b. From the Application Administration window, choose Subsystems > Cisco Unified CM Telephony, and then click Add a New Cisco Unified CM Telephony Trigger to add a new JTAPI trigger based on the screen capture taken from previous release, or click Cisco Unified CM Telephony Triggers on the left pane to configure the JTAPI triggers. c. From the Application Administration window, choose Applications > Application Management, and then click Add a New Application to add a new application, or click an application name to configure it. d. From the Application Administration window, choose System > Cisco Unified CM Configuration, and then enter the name of AXL Service Providers, JTAPI Providers, and RmCm Providers. e. From the Application Administration window, choose Applications > Script Management, and then click Create New Folder to create a new folder (if needed) and click Upload New Scripts to upload all the backed up user scripts. f. From the Application Administration window, choose Tools > User Management, and then click Spoken Name Upload to upload the backed up files as spoken names. 31

32 Restore Process Step 3 Step 4 Step 5 g. From the Application Administration window, choose System > System Parameters, and then configure the port and other configurations if there are any changes in the configuration. h. From the Application Administration window, click Subsystems and then recreate the additional subsystem configuration. Steps to recreate these items are explained in the Cisco Unified CCX Administration Guide. On all Agent Desktops, uninstall all CRS 4.0(5/5a) plug-ins, such as Cisco Desktop Administrator, Cisco Supervisor Desktop, Cisco Agent Desktop, HR Client, Editor, and reboot all the Agent Desktops. Install the latest compatible Unified CCX 7.0(1) desktop suites including CAD 6.6 on the rebooted and clean Agent Desktops. Make sure that the system is updated as needed to provide the appropriate system environment. For system requirements and instructions on installing Unified CCX 7.0(1) desktop suites, refer to the Cisco CAD Installation Guide for CAD 6.6 for Unified CCX 7.0(1). After you have successfully installed Unified CCX 7.0(1) Desktop Administrator, launch it and use the screen captures taken for the Cisco Desktop Administrator data from your CRS 4.0(5/5a) system to recreate the configuration settings. For information on how to enter the configuration settings in Cisco Desktop Administrator, refer to the Cisco Desktop Administrator User Guide for CAD 6.6 for Unified CCX 7.0(1). Note Step 6 Cisco Desktop Administrator has changed significantly since version 6.1, and portions of the functionality are now configured in a web application. Read the Cisco Desktop Administrator User Guide carefully to understand the location where you should enter all the configuration data, and review all the enhanced features (such as reason codes, work flows, and more). Agents should launch Agent Desktop and refer to the screen captures of personal phone books taken from their instance of Agent Desktop, used in CRS 4.0(5/5a) system in order to recreate them in the newly-installed CAD for Unified CCX 7.0(1). For details on how to set up phone books, refer to the Cisco Agent Desktop User Guide for CAD 6.6 for Unified CCX 7.0(1). 32

33 View Log Files View Log Files If you encounter problems while running the data migration tool, you can obtain and examine the migration log file (C:\CCXMigration(0)-0.log) generated by the data migration tool. Troubleshooting Tips While using the tool for the data migration activity, you may encounter some errors that can hamper the data migration process. There are various options available using which you can run the Data Migration tool to back up and restore the data (see Figure 24 for details). Figure 24 Various Options to Run the Tool Some of the common scenarios and how to recover from them are discussed here. Running the tool from a node other than DB Publisher node fails to start the backup operation and displays the following error message. See Figure 25 for details. It is recommended that you run this tool from the DB Publisher node on your CRS 4.0(5/5a) system. 33

34 Troubleshooting Tips Figure 25 Executing Data Migration Tool from Incorrect Node If the available space on your CRS 4.0(5/5a) system is not enough to store the backed up data during the automated backup process, an error message prompts you to free up the disk space on your system by removing the unnecessary data, which is not related to CRS. See Figure 26 for details. It is recommended that you verify the size of the data to be backed up and the available disk space on your system prior to running the Data Migration tool. 34

35 Troubleshooting Tips Figure 26 Shortage of Backup Storage Space on Source System If the Unified CCX 7.0(1) system setup is in High Availability (HA) mode, data restore process by the tool is supported only on the first/single node. See Figure 27 for details. It is recommended that you remove the second node from the Unified CCX 7.0(1) system, and run the tool again to restore the backed up data. Figure 27 Data Restore for a High Availability Setup on the Target System 35

36 Troubleshooting Tips If the size of the actual data you want to restore using the tool is more than the disk space available on your Unified CCX 7.0(1) system, then the tool prompts you a message that it will automatically purge the excess data in order to match the allowed DB size on the Unified CCX 7.0(1) system. See Figure 28 for details. For more information on data size, see Table 1 on page 6. It is recommended that you manually verify the allowed DB size on the Unified CCX 7.0(1) system and the actual data to be restored on it before you run this tool as the tool might take long time to purge the excess data automatically. Figure 28 Limited DB size on the Target System for Restoring Data If there is a power failure during the automated restore process with the Data Migration tool, you will be prompted with the following error message. See Figure 29 for details. It is recommended that you remove file db_cra.mdf from the C:\CCXMigration folder, and then run the tool with teardown option (see Figure 24 on page 33 for details) to restart the restore process. 36

37 Troubleshooting Tips Figure 29 Power Failure during Data Restore on the Target System During the data restore process, if the tool is unable to find the backup folder (C:\CCXMigration) on the Unified CCX 7.0(1) system, then it prompts with an error message. See Figure 30 for details. It is recommended that you place the backup folder (C:\CCXMigration) at exactly the same location on the Unified CCX 7.0(1) system and then run the tool to restore all data. 37

38 Troubleshooting Tips Figure 30 Tool Unable to Locate the Backup Folder During the data restore process, if the tool is unable to validate the contents of backup folder (C:\CCXMigration) on the Unified CCX 7.0(1) system, then it prompts with an error message. See Figure 31 for details. Before you run the tool on the Unified CCX 7.0(1) system to restore the backed up data, verify that the backed up data available inside the backup folder (C:\CCXMigration) is valid. Figure 31 Tool Unable to Validate the Backup Folder Content 38

39 Troubleshooting Tips Data Migration tool supports only one successful data restore activity. Running the tool more than once to restore the backed up data, after single successful restore process displays the following error message. See Figure 32 for details. It is recommended that you stop using the tool once you successfully restore all the backed up historical data on the Unified CCX 7.0(1) system. Figure 32 Running the Tool more than Once is not Supported While restoring data on the Unified CCX 7.0(1) system, if the Node Manager service is down, the tool prompts you with the following error message. See Figure 33 for details. It is recommended that you start the Node Manager Service manually and then restart the restore process. 39

40 Obtain Additional Support and Documentation Figure 33 Restore Process Fails as Node Manager Service is Down Obtain Additional Support and Documentation For information on obtaining support, obtaining additional documentation, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: This document is to be used in conjunction with the document_title publication. CCDE, CCENT, Cisco Eos, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. 40

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