overview, page 1 Virtual contact center upgrades, page 2 Common Ground preupgrade task flow, page 3 Technology Refresh preupgrade task flow, page 5 Common Ground preupgrade tasks, page 6 Technology Refresh preupgrade task, page 12 Common preupgrade tasks, page 12 overview The preupgrade process ensures that your systems have the necessary software to support your contact center. These tasks prepare the way for a successful upgrade of your Cisco contact center components to the new release. tools During the preupgrade process, use the following tools as required: Subskills Group Evaluator (SSGE) Utility Detects the existence of subskill groups, which cause upgrade failure in upgrades to Release 10.0. Subskill groups are no longer supported as of Release 9.0, making this tool a requirement for upgrades from Release 8.x to Release 10.0. The SSGE Utility is delivered with the Enhanced Database Migration Tool (EDMT), which you can download from Cisco.com. Common Ground Upgrade Tool (CGUpgradeBackup.exe) Used to back up and restore all Unified CCE databases (logger db, AW db, HDS db, and BA db as applicable) when you upgrade from SQL Server 2005 to SQL Server 2008 R2. Used in Common Ground upgrades from Version 8.5(2) and later (SQL Server 2005) to Version 10.0 (SQL Server 2008 R2) only. You can download the Common Ground Upgrade Tool from Cisco.com. User Migration Tool A standalone Windows command-line application used for all upgrades that involve a change of domain. The tool exports all existing user accounts (config/setup and supervisors) in the source domain into a flat file. The file is used in the target domain during the upgrade. 1
Virtual contact center upgrades You can download the User Migration Tool from Cisco.com. Regutil Tool Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the source machine during the preupgrade process. The output of the tool is required on the destination machine when running the Unified CCE Installer during the upgrade process. You can download the Regutil Tool from Cisco.com. Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool Used to create new databases, modify or delete existing databases, and perform limited SQL Server configuration tasks. The ICMDBA Tool is delivered with the main installer. Domain Manager Used to provision Active Directory. The Domain Manager Tool is delivered with the main installer. Virtual contact center upgrades Unified CCE now supports only deployments in virtual environments. Depending on your existing contact center, your upgrade path is one of the following: Physical-to-Virtual (P2V) An upgrade of a bare-metal deployment to a virtual R10 deployment. Virtual-to-Virtual (V2V) An upgrade of an existing virtual deployment to a virtual R10 deployment. As shown in the following diagram, a P2V upgrade is always a Tech Refresh upgrade. But, a V2V upgrade can be either a Tech Refresh or a Common Ground upgrade. For Tech Refresh upgrades, the general process is as follows: 1 Install the latest supported version of VMware vsphere ESXi Hypervisor on the target server. 2 Create the VMs for the Unified CCE components. 3 Follow the Tech Refresh process for Unified CCE. 2
Common Ground preupgrade task flow For Common Ground upgrades, the general process is as follows: 1 Stop all Unified CCE application services and set them to manual start. 2 Stop the VMs. 3 Upgrade the host server to vsphere ESXi 5.0. Note Unified CCE R10 supports ESXi 5.0 as a transitional step for upgrades. Do not use ESXi 5.0 in a R10 production environment. 4 Update the VM hardware version on each VM in the current upgrade window through the vsphere Client. 5 Update the properties of each VM to match the properties of the appropriate OVA. Check the Virtualization DocWiki for descriptions of each OVA. 6 Start the VMs and upgrade the VMware Tools. 7 Upgrade the Unified CCE components on each VM in that upgrade window. 8 Stop the VMs. 9 Upgrade the server to the latest supported version of vsphere ESXi for Unified CCE R10. See the Virtualization DocWiki for support information. 10 If necessary, update the VM hardware version for the new vsphere ESXi. 11 Upgrade the VM Tools. 12 Reset all Unified CCE application services to start automatically. For details on installing and upgrading vsphere on UCS servers, see Cisco UCS B-Series Blade Servers VMware Installation Guide and Cisco UCS C-Series Servers VMware Installation Guide. For version-specific information on the VM properties in an OVA, see the following Virtualization DocWiki pages: OVA Template Details for Unified Contact Center Enterprise Release 8.x OVA Template Details for Unified Contact Center Enterprise Release 9.x OVA Template Details for Unified Contact Center Enterprise Release 10.x Common Ground preupgrade task flow Perform the following Common Ground preupgrade tasks in any order: Note The Common Ground upgrade assumes the host server runs on Windows Server 2008 R2. To upgrade from Windows Server 2003, use the Tech Refresh upgrade. 3
Common Ground preupgrade task flow Task 8.5(2)+ to 10.0 9.x to 10.0 See Review target release notes Cisco Unified Contact Center Enterprise Release Notes Download the Enhanced Database Migration Tool Download the Enhanced Database Migration Tool, on page 14 Back up the server registry Use established processes Copy ICM directory on all system nodes Use established processes Run the following and save the results: ipconfig -all Use established processes route print -p netstat -a Create bootable image of operating system and network configuration Use established processes Determine the size of the current Logger and HDS databases Determine the size of the current Logger and HDS databases, on page 15 Back up Logger, HDS, BA databases using Microsoft SQL Server Backup and Restore utility Microsoft SQL Help Detect and remove subskill groups no Detect and remove subskill groups, on page 6 Upgrade from SQL Server 2005 to SQL Server 2008 R2 (SP1 or SP2) no Upgrade from SQL Server 2005 to SQL Server 2008 R2, on page 7 If moving to new domain, migrate Active Directory and DNS to non-unified CCE servers Migrate Active Directory and DNS, on page 9 If moving to a new domain, export Active Directory users Migrate Active Directory users, on page 13 Set up temporary Administration & Data Servers (if necessary) Set up temporary Administration & Data Servers, on page 16 4
Technology Refresh preupgrade task flow Task 8.5(2)+ to 10.0 9.x to 10.0 See Notify all stakeholders, including: Cisco Technical Assistance Center (TAC) Local Cisco Representatives Customer Operations and Emergency Management Center Third-party vendors as applicable Technology Refresh preupgrade task flow Perform the following Technology Refresh preupgrade tasks in any order: Task (Version 8.x or 9.x to Version 10.0) Obtain licenses Review target release notes Back up Logger, HDS, BA databases using Microsoft SQL Server Backup and Restore utility. (To be used in case of an upgrade failure.) Create bootable image of operating system and network configuration Run the following and save the results: ipconfig -all route print -p netstat -a Determine the size of the current Logger and HDS databases. Disable configuration changes Export server registry Install Active Directory and DNS See Cisco Product License Registration Web Site Cisco Unified Contact Center Enterprise Release Notes Microsoft SQL Help Use established processes Use established processes Determine the size of the current Logger and HDS databases, on page 15 Disable configuration changes, on page 12 Export the server registry, on page 12 Set up Active Directory 5
Common Ground preupgrade tasks Task (Version 8.x or 9.x to Version 10.0) Export Active Directory users Download the Enhanced Database Migration Tool Set up temporary Administration & Data Servers (if necessary) See Migrate Active Directory users, on page 13 Download the Enhanced Database Migration Tool, on page 14 Set up temporary Administration & Data Servers, on page 16 Notify all stakeholders, including: Cisco Technical Assistance Center (TAC) Local Cisco Representatives Customer Operations and Emergency Management Center Third-party vendors as applicable Common Ground preupgrade tasks Detect and remove subskill groups As of Version 9.0(1), subskill groups are not supported. You cannot upgrade to Unified CCE 10.0 until all subskill groups are removed from the older system. Any attempt to upgrade to Unified CCE 10.0 while subskill groups are present fails. Detect subskill groups To determine if subskill groups are present, run the SSGE utility (which is part of the EDMT tool) to assess existing databases. If these groups are present, a report is generated indicating cross references between subskill groups, base skill groups, enterprise skill groups, agent memberships, and routing scripts. Remove all detected subskill groups before the upgrade. Open the EDMT tool. To run the SSGE, enter the following command from the EDMT directory: subskilleval -server <server name or ip> -port <SQL server port> -domain <domain name> -user <user name> -password <password> Example: subskilleval -server 10.35.99.199 -port 1433 -domain CISCO -user sa -password fullrights The resulting report in the file sub-skill-report.html includes the following data: How many Unified CCE subskill groups were found 6
Upgrade from SQL Server 2005 to SQL Server 2008 R2 List of subskill groups List of agents associated with the subskill groups List of base skill groups List of enterprise skill groups List of affected routing scripts Remove subskill groups If the SSGE detects subskill groups in use (calls routed to or through them), perform the following steps to remove them. Step 5 Step 6 Step 7 Step 8 Step 9 Create a new enterprise skill group for each subskill group. Create a new enterprise skill group for each base skill group. Then, add the new enterprise skill groups created in (as subskill group replacements) as members to these new enterprise skill groups. Alter agent memberships to point to the new skill groups. Alter routing scripts to use the new enterprise skill groups, and remove the old script versions. Modify existing enterprise skill groups by removing the previous subskill groups. Add corresponding new skill groups if appropriate. Verify scripts and call flows. Adjust Cisco Unified Intelligence Center report templates to point to the new skill groups. Remove all subskill groups. Before removing subskill groups, remove all references to the subskill groups from scripts, enterprise skill groups, or agent memberships. Rerun the SSGE utility to verify that subskill groups are no longer present. Upgrade from SQL Server 2005 to SQL Server 2008 R2 If your system still has SQL Server 2005 installed, upgrade to SQL Server 2008 R2 (SP1 or SP2). Back up SQL Databases and uninstall SQL Server 2005 Use the CGUpgradeBackup tool to back up the SQL database before you uninstall it and upgrade to SQL Server 2008 R2. During backup, the CGUpgradeBackup tool also updates the Registry Access Permission (BUILTIN\ Administrators) for the DB-Lib registry 7
Upgrade from SQL Server 2005 to SQL Server 2008 R2 (SOFTWARE\\Wow6432Node\\Microsoft\\MSSQLServer\\Client\\DB-Lib). Optionally, to set this registry permission without backup, use the following command: CGUpgradeBackup- regperm If you completed regular backups using a tool other than the CGUpgradeBackup tool, make sure that you set the Registry Access Permission using the -regperm option before you uninstall SQL Server 2005. You can then restore your backed-up database using the CGUpgradeBackup tool with the -restore option. To obtain the CGUpgradeBackup tool, go to http://www.cisco.com. In the bottom pane, under the Support heading, select Downloads. In the table, select Products > Voice and Unified Communications > Customer Collaboration > Cisco Unified Contact Center Products > Cisco Unified Contact Center Enterprise. On the Select a Software Type page, select Contact Center Enterprise Tools. Click Download next to the desired tool. To back up the SQL databases using CGUpgradeBackup.exe, from the command prompt, execute the following command: CGUpgradeBackup -backup -sh <complete path to local backup folder> Uninstall SQL Server 2005 completely from the system. Install SQL Server 2008 R2 The process for installing SQL Server 2008 R2 (SP1 or SP2) is the same as for a fresh installation. See the installation procedure for this task. Related Topics Install Microsoft SQL Server Restart SQL Server service and restore SQL databases Step 5 Step 6 Open Server Manager. In the left pane, navigate to Configuration > Services. In the right pane, navigate to SQL Server (MSSQLSERVER) and click the Restart icon. When the Restart Other Services dialog box appears, click Yes. Open the SQL Server Management Studio and select No in the Import customized user setting from SQL 2005 and SQL 2005 management studio registered servers dialog box. To restore the SQL databases using CGUpgradeBackup.exe, from the command prompt, execute the following command: CGUpgradeBackup -restore -sh <complete path to local backup folder > Note: To restore the SQL databases in the default location and delete the backup folder after the restore process is finished, from the command prompt, execute the following command: CGUpgradeBackup -restore -sh <complete path to local backup folder > -noprompt 8
Migrate Active Directory and DNS Migrate Active Directory and DNS Install Active Directory on new domain controller Step 5 Step 6 Step 7 Step 8 Step 9 0 Select Start > Run, enter dcpromo and click OK. When the Active Directory Wizard opens, click Next. Under Domain Controller Type, select Additional Domain Controller for an Existing Domain. On the Network Credentials screen, enter the domain administrator username and password. The Additional Domain Controller screen should already be filled in with the FQDN (Fully Qualified Domain Name). Accept the database and log location defaults. Accept the shared System Volume defaults. Enter the same Restore Mode Admin password that you used for the root domain controller. Check Summary Settings. Active Directory is not configured through NETLOGON. Reboot after the Active Directory installation is complete. Repeat these steps for a new alternate domain controller if necessary. Install DNS Step 5 Step 6 Step 7 Select Settings > Control Panel > Add/Remove Programs. Select Add\Remove Windows Components, and then select Networking Services > Details. Check the DNS check box. Select OK, and then click Next. Browse to Windows Server 2008 R2 CD DNS installs. Validate that all DNS Zones were replicated from the first DNS Server in the Active Directory Domain to this DNS Server. Repeat this installation for the new secondary DNS server (if required). 9
Migrate Active Directory and DNS Configure Active Directory sites on new domain controller Move the new domain controller to the correct sites. Move Flexible Single Master Operation roles On the Active Directory Domain Controller that is hosting the role to be moved, open AD Users and Computers, and connect to the domain controller from which the role needs to be moved. Right-click under the domain name and select Operations Masters. Under the required FSMO role tab, change the Operations Master to the designated domain controller. Redefine the time source Because the Primary Domain Controller Emulator is moving to another Domain Controller, the time source must be redefined as either that server or an external time source. On the server that is currently running the Primary Domain Controller Emulator, run the following command: Net time /setsntp: <DNS name of time source> To synchronize a member server to the time source, see the procedure available on the Microsoft Website. Assign Global Catalogs Open AD Sites and Services. Connect to the Domain Controller that is designated as the Global Catalog. Right-click NTDS Settings, click Properties, check Global Catalog, and click OK. Repeat this procedure on all servers. 10
Migrate Active Directory and DNS Configure member servers to point to new DNS servers Step 5 Step 6 In the Network Settings, open the visible network connection. Open TCP/IP properties. Enter the new primary and alternate DNS servers. Run ipconfig /flushdns from a command prompt. Verify name resolution by pinging the Unified CCE servers by name. Ping the Unified CCE domain by name. Demote current domain controllers to member servers and uninstall DNS Important Before demoting domain controllers, make sure that the replication process from the old domain controllers to the new domain controllers is complete. Check the directory service with the event viewer to monitor the status. In a large domain, this process could take 30 minutes or more to complete. Step 5 Step 6 Step 7 Step 8 Step 9 0 Select Start > Run, enter dcpromo. When the Active Directory Wizard opens, click Next. A dialog box indicating that this server is already a Domain Controller appears. Click Next to demote it to a member server. You are warned and prompted as to whether or not this is the last server in the domain. Leave the box unchecked and click Next. The subsequent screens show the progress of the domain controller removal. Click Next to finish. Repeat this procedure for the alternate domain controller. Select Start > Settings > Control Panel > Add/Remove Programs. Select Add/Remove Windows Components > Networking Services. Click Details. Uncheck the DNS check box, then click OK. Click Next. 11
Technology Refresh preupgrade task Technology Refresh preupgrade task Export the server registry Export the Cisco registry on each source machine that is involved in a Technology Refresh upgrade. You use the exported Cisco registry to set up your Routers, Loggers, and Cisco Outbound Option dialers. During the upgrade process, you are prompted for the path to the exported registry file location. Perform the following procedure and note the location of the resulting file for later in the upgrade process. Each time you run the RegUtil with the export option, if a RegUtil_<hostname>.dat file exists, the utility renames that file to RegUtil_<hostname>.dat.bak<number>. Open a command prompt and change the directory to the location where the RegUtil.exe resides. Run the RegUtil tool to export the Cisco Systems, Inc. registry using the following command: RegUtil -export [target directory] The target directory must have write access. Therefore, you cannot select the install media on a DVD. The target directory is optional. If it is not specified, the tool outputs the result of the Registry export to the current directory. The output filename is of the format RegUtil_<hostname>.dat, where hostname is the name of the source machine. Common preupgrade tasks Disable configuration changes Perform this step on one side only. It is automatically replicated to the other side. To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call Router: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\router A\Router\CurrentVersion\Configuration\Global\DBMaintenance. Confirm that configuration changes are disabled by attempting to save a configuration change. When you try to save the change, a message is displayed confirming the change failure. 12
Stop active services Stop active services You must stop all Unified CCE services from the Service Control Manager before you begin the upgrade. You must also stop and restart the SQL Server (MSSQLSERVER) service. Migrate Active Directory users Export users from the source domain Back up the Logger database for each Unified ICM/CCE & Hosted instance using Microsoft SQL Server tools. On the Logger system, for each installed Logger instance, execute the User Migration Tool in Export mode. An output file (umt_<facility name>_<logger database name>.bin) is generated in the directory from which the tool is executed. In a Technology Refresh upgrade scenario: a) Copy the output file to the Logger system in the target domain (to the folder from which the User Migration Tool will be run on the target system). b) Back up and export the registry on the source system. c) Check the log file for any errors. Import users into the target domain Shut down the Unified ICM/CCE & Hosted services if they are running. If the domain name must be changed in a Common Ground upgrade scenario, see Change domain name, on page 14 and proceed to. In a Technology Refresh upgrade scenario: a) Make sure the exported file exists in the Logger system. b) Restore the Logger database that was copied from the source Logger system using Microsoft SQL Server tools. 13
Download the Enhanced Database Migration Tool c) Import the Unified ICM/CCE & Hosted registry exported from the source domain. Run the User Migration Tool in Import mode for each Logger instance to migrate users. Step 5 (Optional) Run the User Migration Tool in verify mode to validate the migration. Step 6 For duplex Logger systems, run the ICMDBA tool to synchronize sides A and B. Step 7 Restart the Unified ICM/CCE & Hosted services if they were previously running. Change domain name To change the domain for a system, you must have the necessary permissions. To change the domain for all instances on the machine, complete the following steps: Step 5 Step 6 Step 7 Open the Web Setup tool. Click the Instance Management tab. Delete any instances and facilities that you do not want to use in the new domain. Open the Domain Manager tool and ensure that the instances and facilities that are defined match what is actually on the machine. Failure to do this causes the Web Setup Change Domain operation to fail. Select the instance to be modified, and then click Change Domain. The Change Domain page opens, displaying the currently configured domain and the new domain name of the machine. Click Save. A query is sent to confirm that you want to change the domain. Click Yes. If successful, you are returned to the Instance List page. If the instance does not exist, you must create it using the Domain Manager. Create the instance under the selected Facility in the new domain. Download the Enhanced Database Migration Tool The Enhanced Database Migration Tool (EDMT) includes a subskills group evaluator (SSGE) utility. You use the utility during the preupgrade process for Common Ground upgrades only from Release 8.x to Release 10.0. During the upgrade process for both Common Ground and Technology Refresh upgrades, the EDMT migrates the data schema for all Unified CCE databases (Logger, Administration and Data Server HDS, and BA if applicable) to the Release 10.(x) database schema. For Common Ground upgrades, you install the tool on the source server. In this case, you migrate the Logger or HDS databases in place. The existing database schemas are modified from the baseline version to the level of Unified CCE 10.0(x). For Technology Refresh upgrades, you install the tool on the destination server. In this case, EDMT automatically performs a backup of the source databases onto the new destination server. Next, EDMT restores 14
Determine the size of the current Logger and HDS databases the backup to the destination databases and performs a Common Ground migration on the newly restored database. The backup file that is created is automatically deleted. When you run the EDMT, you can choose to run either edmt.exe, or edmt.bat. The only difference between the two is that when you run the edmt.bat, the console window remains open. To obtain the EDMT tool, go to http://www.cisco.com. In the bottom pane, under the Support heading, select Downloads. In the table, select Products > Voice and Unified Communications > Customer Collaboration > Cisco Unified Contact Center Products > Cisco Unified Contact Center Enterprise. On the Select a Software Type page, select Cisco Enhanced Data Migration Tool Software Releases. Click Download next to the desired tool. Determine the size of the current Logger and HDS databases When migrating from an older Unified CCE release to a newer release, you must know the database size of the existing Logger and HDS databases, to create databases of adequate size. Depending on usage patterns, increase the database size for future requirements. Although applicable to both Common Ground and Technology Refresh upgrades, this task is particularly important to Technology Refresh upgrades. In Technology Refresh upgrades, changes in hardware can have a greater impact on data store requirements. You can find the database size by using either the ICMDBA tool or Microsoft SQL Server Management Studio. Determine database size using ICMDBA Step 5 Select Start > Run. In the Run dialog box, type cmd and click OK. At the command prompt, type icmdba. Navigate to the Logger/HDS database. Right-click cust_sidex, select Properties, and note the database size. 15
Set up temporary Administration & Data Servers Determine database size using SQL Server Management Studio Step 5 Step 6 Step 7 Step 8 On the SQL Server systems, launch Start > Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. Enter the required database connection information. Select Windows Authentication. Click Connect. The Microsoft SQL Server Management Studio application opens. Navigate to Databases > System Databases > master. Right-click the master database and select New Query. On the right side of the window, a query window opens. Enter EXECUTE sp_helpdb into the Query window and execute the script by clicking the green arrow or by pressing F5. Note the value located in the db_size column for the database. Set the temporary database size Ensure that the Tempdb log is expandable to 3 GB. Select Start > Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. Connect to the instance. Expand Databases, and then System Databases, then right-click on the tempdb database, and select Properties. Click the Files tab and set the templog parameters as required. Set up temporary Administration & Data Servers Depending on your maintenance windows and upgrade sequence, you can require one or two temporary Administration & Data Servers for configuration and reporting during or between maintenance windows. These temporary servers support configuration changes and the reporting load while the main Administration & Data Servers are upgraded. If you complete the upgrade of the main Administration & Data Server within the Logger purge window (usually 14 days), you can replace the temporary Administration & Data Servers with the upgraded Administration & Data Servers for reporting. The data replication process fills in any missing data. The SQL Server version of all temporary Administration & Data Servers must match the main base version (SQL Server 2005 or 2008 R2) and the main target version (SQL Server 2008 R2). 16
Set up temporary Administration & Data Servers The following diagram shows a scenario where one (base version) temporary Administration & Data Server supports configuration and reporting during an upgrade. In this scenario, one Administration & Data Server is deployed for both Sides A and B. The following diagram shows the scenario where one (base version) and one (target version) temporary Administration & Data Server supports reporting during an upgrade. In this scenario, one Administration & Data Server is deployed for Side A and another is deployed for Side B. 17
Set up temporary Administration & Data Servers Run the ICM-CCE-CCHInstaller on supported hardware. Use the Web Setup tool to configure a temporary Administration & Data Server-HDS, pointing it to the desired Logger and Call Router. 18