VoE UCCX Migration - WordPress.com · VoE–UCCX Migration Monica Balastik, ACE US Partner Organization 3 February 2011 Will Murray, CSE US Partner Organization © 2010 Cisco and/or

Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1

VoE – UCCX Migration

Monica Balastik, ACE

US Partner Organization

3 February 2011

Will Murray, CSE

US Partner Organization

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

The Recording and Presentation for this session will both be emailed as links to

you and posted to the Customer Collaboration community.

http://www.cisco.com/go/collaborationchannels




Use the Q&A tool to submit questions at any time during the presentation

Type your question in the text box and click SEND

When in full screen mode use the floating toolbar to

a) Go from Full Screen view to Meeting Room view

b) Access the Q&A tool

1

WebEx Tools Use the Q&A tool to submit questions at any point during the

presentation. Type your question and click the “Send” button

Use the arrow on the toolbar to go from the full screen view to

the meeting room view to use the WebEx tools

Use the “Raise Hand” button to have your phone line opened to

ask a live question

a) b)


• Why Migrate?Feature Focus – Realizing the potential of migrating

• Sizing, Licensing, and Ordering

• Migration Process

• Poll

• Tools and Resources



• In-bound Voice ACD

• In-bound Self-Service


Version 5.0 Version 7.0 Version 8.0 Version 8.5

Outbound Preview

Dial

Knowledge Worker

Presence and IM

Geographic

Redundancy -

HAoWAN

Virtualization Co-

residency of UCCX

on UCS with UC

Apps

Quality Management Agent Email Voice Operating

System(VOS)

Outbound –IVR

Predictive/Progressiv

e

Workforce

Management

Lightweight CAD

Web based Browser

Virtualization of

UCCX on UCS –

Single VM

SocialMiner –

Customer Care

Social Media

EIM/WIM Finesse Agent and

Supervisor SDK

MediaSense

Recording Engine


• Outbound Preview Dial Campaigns

• Workforce Management

• Quality Management

• EIM/WIM


Version 7.0 Version 8.0 Version 8.5

Knowledge Worker

Presence and IM

Geographic Redundancy

- HAoWAN

Virtualization Co-

residency of UCCX on

UCS with UC Apps

Agent Email Voice Operating

System(VOS)

Outbound –IVR

Predictive/Progressive

Lightweight CAD Web

based Browser

Virtualization of UCCX

on UCS – Single VM

SocialMiner – Customer

Care Social Media

Finesse Agent and

Supervisor SDK

MediaSense Recording

Engine





• Knowledge Worker Presence and IM Integration

• Agent Email Capability

• Lightweight CAD Web based Browser


Version 8.0 Version 8.5

Geographic Redundancy -

HAoWAN

Virtualization Co-residency of

UCCX on UCS with UC Apps

Voice Operating System(VOS) Outbound –IVR

Predictive/Progressive

Virtualization of UCCX on UCS

– Single VM

SocialMiner – Customer Care

Social Media

Finesse Agent and Supervisor

SDK

MediaSense Recording Engine





• Knowledge Worker Presence and IM Integration

• Agent Email Capability

• Lightweight CAD Web based Browser

• Geographic Redundancy – HAoWAN

• Voice Operating System(VOS) – Security and Stability

• Virtualization UCCX on UCS – Single VM


Version 8.5

Virtualization Co-residency of UCCX on UCS with

UC Apps

Outbound –IVR Predictive/Progressive

SocialMiner – Customer Care Social Media

Finesse Agent and Supervisor SDK

MediaSense Recording Engine



• http://tools.cisco.com/cucst

•Used for CCX as well as other UC products

•Input parameters: number of agents, supervisors,

HA or non-HA, monitoring, recording, historical reporting sessions, etc.

•Sizes system based on max limits and points.

•Recommends servers that can support customer deployment.

http://tools.cisco.com/cucst


• http://www.cisco.com/go/sx

• Supports ESW and UCSS.

• Generates complete BOM

• NOTE: Config and Ordering Tool no longer available beginning with Version 8.0!

Solution Expert (SX)

http://www.cisco.com/go/sx


• New licenses apply to new deployments.

• Upgrade licenses apply to a-la-carte and UCSS upgrades.

License Types

NEW


• Upgrade licenses require original licenses.

• Upgrade license specifies to and from versions

License Types

UPGRADE

UCSS provides free major upgrades. Use PUT tool to order.

http://tools.cisco.com/gct/Upgrade/jsp/productUpgrade.jsp

A-la-Carte upgrades can be built using Solutions Expert

www.cisco.com/go/sx


• Introduced in CCX 8.0.

• Requires License MAC of first CCXnode, not physical MAC

• License MAC depends on many factors: IP address, time zone, hostname etc.

• To find License MAC:

•Run CLI “show status” command

•Note it down during install.

Node-Locked License


• Your order will result in a PAK that is either emailed to you or delivered with media.

• Register the PAK on cisco.com/go/licensing

• License file will be emailed to you.

• NOTE: If upgrading from v8.0 to 8.5 a new license will be needed due to new features!

Activation Process



PREPARE

PLAN

IMPLEMENTOPERATE

OPTIMIZE



1. Check Server Hardware Compatibility (CPU, DRAM, Hard Disks).

2. Check Software Release Open Issues (Bug Scrub and ES fixes).

3. Check CUCM Software Compatibility (Compatibility Matrix).**

4. Check Migration Pre-requisites (BARS, DMT, PUT, Proxy settings).

5. Check License Requirements (Node, Agent, Software Features).

6. Prepare Migration Required Data (Tables or use Auto Answer File).

7. Develop Detailed Migration Plan (Migration Procedure and Time).

8. Develop Fallback Plan (BARS backup file, Hard Disks, Recovery CD).

9. Review scripts prior to migration.

10. Connect all nodes before running PUT (High Availability).

11. Backup data that PUT will not migrate (prompts / documents / grammars) that reside outside of the CCX repository.

12. Perform Post Migration Verifications.

** CUCM Must be upgraded before UCCX


• Red Hat Linux & IBM Informix

• Exactly the same platform as Communications Manager

OS & Database

• Media Convergence Servers (IBM only OEM), IBM exact MCS equivalents, HP compatible

• Check the Compatibility Matrix

Rack Mount Servers

• Support for CCX and with 8.5 WFO options

Unified Computing System (UCS)


UCCX Bare Metal – MCS(or HP Equivalent)

Virtualized – UCSB or C Series

7.x

8.0(x)

8.5

WFO Pre 8.5

WFO 8.5 +


• Supported Co-Residency is UC with UC and must support UCS.

• 3rd party apps (Email, SQL, Web Server etc.) on the same blade with Cisco UC apps is Not Supported.

• Mix of Cisco UC virtual apps on same blade is Supported.

• Use specific VM configs per Application (cores, memory and disk) – OVA files are available and should be used.

• No oversubscription of RAM or CPU!

• Mixed clusters are also supported and can consist of HP, IBM, UCS B/C Series platforms.

http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines

http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX


HQ12K Phones, use Cisco TFTP server

10K Messaging users

10K users equipped with Cisco Unified

Personal Communicator (CUPC)

Contact Center with 240 agents and 10

supervisors

BRANCH A2K Phones, use Cisco TFTP server

2K Messaging users

2K users equipped with Cisco Unified



supervisors

BRANCH B

500 Phones, use Cisco TFTP server

500 Messaging users

500 users equipped with Cisco Unified



supervisors


• Running on LINUX-based OS and not Windows

• Deployed as an appliance

1. Everything that runs on the server is tested and certified by Cisco

2. No third party software can be installed

This is a long standing CCX policy – NOTE that as of release 8.0 it will be enforced

3. Users have limited access to the server (same as CUCM).

• No access to regular shell

• No root access to anyone

• Limited access is allowed via a customized shell (i.e. CLI)


• Single directory will be opened for reading/writing

IO access is limited to workflow steps and custom Java I/O

• Limited disk quota imposed on this directory (1.5 GB)

• CLI provided to allow management of this directory

• Not automatically backed up or restored

• Not synchronized between HA servers

• Should only be used for temporary storage

• Document Repository is recommended


CCX

Unified CM Version

Unified CM Windows Unified CM Appliance

4.0 4.1 4.2 4.3 5.0 5.1 6.0 6.1 7.0 7.1(x) 8.0 8.5(1)

3.5 a a

4.0 a a

4.1 a

4.5 a a

5.0(2) a a a

6.0 a

7.0 a a a

8.0 a a a

8.5(1) a a

Latest release of Unified CCX is:

•Unified CCX 8.5(1): Compatible with Unified CM appliance and Unified CME

•Compatibility Matrix: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/crscomtx.pdf


CCX

Unified CME Version

4.2 7.0 7.1 8.0 8.1 8.5

3.5

4.0

4.1

4.5

5.0(2) a

6.0

7.0 a a a

8.0 a a

8.5(1) a a a


• Direct upgrade window of 5-8 hours

• Indirect upgrade much more: requires intermediate CUCM & UCCX upgrades

• Upgrade utility from 4.0 to 7.0

Preserves settings, configuration data (including CAD) and CDR data

Single exception: recordings are not preserved

Direct Upgrade A 7.0 8.0 or 8.5

Direct Upgrade B 5.0 and 7.0 8.0 8.5

Indirect Upgrade 3.x 4.0 7.0 8.0 8.5

No Upgrade – Fresh Install

4.1 or 6.0 8.0 8.5



• BARS – Backup and Restore. Useful as a fall back.

• DMT – Data Migration Tool for migrating from 4.0(5) to 7.0(1)

•Moves Prompts, Scripts, and Historical Data.

• PUT – Pre-Upgrade Tool for migrating from 5.0(2) SR2 or 7.0(1)SR5 to 8.0(1) or 8.0(2) 8.5!!!

•Moves Prompt, Scripts, Historical Data*, and Agent Recordings**

* 10 Gig

** 1.5 Gig / node


Completed on UCCX 5.0(2)SR2 or 7.0(1)SR5



Enhanced Licensing

• Unified CCX has moved to a node locked license

• License MAC generated from install parameters used for license purpose: http://www.cisco.com/web/cuc_afg/index.html

•

•Tim

• Re-host of license required if parameters change

• 30 day grace period to re-host licenseSystem operates normally but warnings issued upon Admin login

Time zone

NTP server 1 (or 'none')

NIC speed (or 'auto')

Hostname

IP Address (or 'dhcp') , IP Mask (or 'dhcp') , Gateway Address (or 'dhcp')

Primary DNS (or 'dhcp')

SMTP server (or 'none')

Certificate Information (Organization, Unit , Location , State , Country)

Para

mete

rs U

sed

http://www.cisco.com/web/cuc_afg/index.html



•





• Desktop Clients – CAD, CSD, and CDA

•When launched they will check for a new version on the server

•Agent must have either Install Rights or Admin Rights to update any or all of these clients

•MSI push is also possible

• High Availability

•During the migration process node information is removed from CUCM therefore the Contact Center will be down. https://www.myciscocommunity.com/message/52864#52864

• ODBC configurations

•Are not migrated.

•Database connections can be re-established using the Database Connection configuration in App Admin.

•JDBC Drive jar files will need to be uploaded to UCCX 8 before db connections can be re-established.

https://www.myciscocommunity.com/message/52864


Hardware

Active

VersionInactive

Version

EmptyCisco

Unified CCX

8.0

Upgrade Time Is

Reduced


Hardware

Active

VersionInactive

Version

Cisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0Business

Disruption for

Upgrades Is

Minimized

UpgradeTime Is

Reduced


Hardware

Active

VersionInactive

Version

Cisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

New Software Is

Moved into

Production at

Customer’s

Convenience

Business

Disruption for

Upgrades Is

Minimized

Upgrade Time Is

Reduced


Hardware

Active

VersionInactive

Version

Cisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

New Software Is

Moved into

Production at

Customer’s

Convenience

Business

Disruption for

Upgrades Is

Minimized

Upgrade Time Is

Reduced


Hardware

Active

VersionInactive

Version

EmptyCisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

Easy to Revert

Back to Original

Version

New Software Is

Moved into

Production at

Customer’s

Convenience

Business

Disruption for

Upgrades Is

Minimized

Upgrade Time Is

Reduced


Hardware

Active

VersionInactive

Version

Cisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

Net Result: Downtime for Changes cut by 50% or more!

Easy to Revert

Back to Original

Version

New Software Is

Moved into

Production at

Customer’s

Convenience

Business

Disruption for

Upgrades Is

Minimized

Installation Time

Is Reduced


Poll



• Answer File Generatorhttp://www.cisco.com/web/cuc_afg/index.html

• Cisco Unified Communications Compatibility Tool

http://tools.cisco.com/ITDIT/vtgsca/VTGServlet

• Cisco Unified Communications Sizing Tool – can be used for UCCX


• ACE Lab Documentation (UCCX Migration Lab)https://www.myciscocommunity.com/docs/DOC-20460

• Data Migration Tool (DMT)http://www.cisco.com/web/software/282467017/23664/UCCX_DataMigrationTool_Guide_405x-701.pdf

Link to DMT

• Pre-Upgrade Tool (PUT)http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx802ug.pdf

Link to PUT


http://tools.cisco.com/ITDIT/vtgsca/VTGServlet


https://www.myciscocommunity.com/docs/DOC-20460



http://www.cisco.com/web/software/282467017/23664/UCCX_DataMigrationTool_Guide_405x-701.pdf



http://tools.cisco.com/support/downloads/go/PlatformList.x?sftType=Unified+Contact+Center+Express+Data+Migrator&mdfid=270569179&treeName=Voice+and+Unified+Communications&mdfLevel=SERIES&url=null&modelName=Cisco+Unified+Contact+Center+Express&isPlatform=N&t

http://tools.cisco.com/support/downloads/go/PlatformList.x?sftType=Unified+Contact+Center+Express+Data+Migrator&mdfid=270569179&treeName=Voice+and+Unified+Communications&mdfLevel=SERIES&url=null&modelName=Cisco+Unified+Contact+Center+Express&isPlatform=N&t

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx802ug.pdf

http://tools.cisco.com/support/downloads/go/PlatformList.x?sftType=Windows+to+Linux+Upgrade+Tool&mdfid=270569179&treeName=Voice+and+Unified+Communications&mdfLevel=SERIES&url=null&modelName=Cisco+Unified+Contact+Center+Express&isPlatform=N&treeMdfId=278875


• UCCX Landing page on CCOhttp://www.cisco.com/go/uccx

• Partner Collaboration Communityhttp://www.cisco.com/go/collaborationchannels

• UCCX Group in Partner Collaboration Communityhttps://www.myciscocommunity.com/groups/unified-contact-center-express

• All Aboard the Express III – hold the dates documenthttps://www.myciscocommunity.com/docs/DOC-20395

• UCCX 8.5 TOI (Transfer of Information)https://www.myciscocommunity.com/docs/DOC-19468

• All Aboard the Express IIhttps://www.myciscocommunity.com/docs/DOC-18415

• Steps to Successhttp://www.cisco.com/go/stepstosuccess

http://www.cisco.com/go/uccx




https://www.myciscocommunity.com/groups/unified-contact-center-express

















http://www.cisco.com/go/stepstosuccess


• Social Miner TOIhttps://www.myciscocommunity.com/docs/DOC-18916

• Solutions ExpertHttp://www.cisco.com/go/sx

• UCCX Ordering Guidehttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.html

• UCCX Data Sheetshttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html

• UC on UCShttp://www.cisco.com/go/ucvirtualized

• SRND (Solutions Reference Network Design)

http://www.cisco.com/go/srnd

• Cisco Unified Contact Center Express (Cisco Unified CCX) Hardware and Software Compatibility Guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf




http://www.cisco.com/go/sx

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html

http://www.cisco.com/go/ucvirtualized

http://www.cisco.com/go/srnd

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf


• CCX 8.0 Appliance Deep Dive recorded Webinarhttps://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40339487&rKey=fcd7c89f4abff0cb

• CCX 8.0 HAoWAN Deep Dive recorded Webinarhttps://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40544452&rKey=93d2827cd7d6108e

• UCCX 8.0 TOIhttps://www.myciscocommunity.com/docs/DOC-14200

• UCCX Licensing & Orderinghttps://www.myciscocommunity.com/docs/DOC-19367

• Training Current and Future under the Field Training OrganizationCUEAC (Cisco Unified Enterprise Attendant Console)

CUP (Cisco Unified Presence)

UC on UCS B-Series

UC on UCS C-Series

Unity / Unity Connection Hot Mode (COBRAS)

• Cvent Training Calendarhttp://guest.cvent.com/d/5dq2j3/6T

https://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40339487&rKey=fcd7c89f4abff0cb

https://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40544452&rKey=93d2827cd7d6108e








http://guest.cvent.com/d/5dq2j3/6T


Q & A

Thank you.

Documents

VoE UCCX Migration - WordPress.com · VoE–UCCX Migration Monica Balastik, ACE US Partner Organization 3 February 2011 Will Murray, CSE US Partner Organization © 2010 Cisco and/or