UCCX 8.5 to 10.5 RU Upgrade

having difficulty finding documentation so going to ask here. I am doing an upgrade (refresh) of our 8.5(1)SU4 UCCX (NOT HA) server to 10.5.1(SU1)
I am also doing the same for CUCM and Unity Connections and part of the process for CUCM and Unity Connections is to Modify the network adapter to use the VMXNET 3 adapter type.
Do I need to do this for UCCX? I have not found any documentation showing that this is required. Here are my upgrade steps below and I have already upgraded ESXi to 5.1.
Upgrade UCCX
1. Upload ISOs to DataStore
2. Disable IO Throttle on Publisher
3. Patch Publisher with RU COP 5 minutes
4. Shutdown Publisher 10 minutes
5. Modify VM Settings: RAM from 4GB to 8GB
6. Power On Publisher 15 minutes
7. Mount 10.5(1)SU1 ISO
8. Upgrade Publisher to 10.5(1)SU1 45-60 minutes
9. Switch Version to 10.5(1)SU1 60 minutes (includes switch version
process, reboot, SELINUX loading, services startup)
10. Install license Node Locked Activation Key acquired from Licensing
10. Rerun the CAD Client Configuration Tool (10 minutes)

Thank You! Yes, I am aware of CSCup83263. Even opened a TAC case to see if there is anything that can be done ahead of time to determine if I will run into this issue or a work around. I am told there is nothing that can be done and when if it occurs, call TAC.

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UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
•    I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
•    Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
•    Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
•    Restore the data from the UCCX PUT tool
•    Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

UCCX 5.0 - 8.0 using pre-upgrade tool

Hi,
We're upgrading from 5.0(2) to 8.0. We've used the Pre-Upgrade Tool to create a TAR file on the production UCCX. From the replacement server we've selected "Upgrade from a previous UCCX release". The Pre-Upgrade Tool ran without issue and the log file shows no errors.
The status message shows: "Enter a valid backup file"
We know the sftp server is setup correctly and the user credentials are correct.
Any feedback welcome.Many thanks.

The Pre-Upgrade Tool also have the option to verify the backup file. Try running the verification and see if it works:
(page 16 - Upgrade guide)
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801ig.pdf
Also what are the exact UCCX versions 5.0(2) SR? and going to 8.0(1) or 8.0(2)? there is one upgrade tool for 8.0(1) and another for 8.0(2), make sure you are running the right one.
Pablo

UCCX After CUCM Upgrade

Hi All
I am running UCCX 8.5.1.11004-25 and upgrading to CUCM 8.6.2.23900. I have completed several CUCM upgrades with various dependencies but never with UCCX as a dependency. I have checked the compatibility matrix and this all seems fine however i cant find any information on if anything needs to be done to UCCX once i switch versions on CUCM.
Im suspecting that i will need to run a JTAPI re-sync which will download a new JTAPI if it finds a different version ? Is this correct and also is there anything else i need to be watching out for ?
Thanks, Carl Ratcliffe

Thanks Tanner, quick reply and confirmed what i thought, just didnt want to get caught out at 2 in the morning with something i have missed.
Thanks, Carl

QM 8.0 Upgrade to QM 8.5

All,
We currently running QM 8.0(2)/CUCM 8.5/UCCX 8.5 and are trying to upgrade to QM 8.5(2).
QM 8.0 is on a Windows 2008 R1 server (32 Bit) with SQL 2008 installed locally.
QM 8.5 will be on a Windows 2008 R2 server (64 Bit) with SQL 2008 installed locally.
In Cisco Doc for QM, it has a procedure for same server upgrade. We have to use a different server for QM 8.5 because of OS change.
I tested upgrade in our Lab. QM 8.0 is on one server and QM 8.5 is on another server. Database restore was successful and I could list all existing recordings.
However, in QM 8.5 server, a bunch of errors logged in Event Viewer stating that QM services (on old QM 8.0 server) could not be started. Apparently DB restore copies all configuration details into new server, including monitoring all QM related services in Old Server.
Desktop recording on the PC can record agent calls. But calls recorded cannot be uploaded. Logs on Desktop PC says it trying to contact QM 8.5 server, and failed to find active upload Controller. The response from QM 8.5 server for this upload request points to QM 8.0 server IP address.
My question is:
Does anyone have successfully done this type of upgrade (different Servers)? What is the correct procedure for this type of upgrade?
I have also put the above questions to Calabrio Forum. So far not getting anything back.
Thanks,
Wenqian Yu

Yes, I did run PostInstall and all passed successfully.
The upgrade procedure in QM 8.5 doco:
Install QM 8.5 and run Initial Setup.
Restore SQL database from backup file
If I follow this procedure, the SQL restore was successful, then when run PostInstall tool, get error message at Cisco Unified CM window.
I tried the other method (someone mensioned this way in forum):
QM 8.5 server with SQL installed.
Restore SQL database from backup file
Install QM 8.5 and start initial site configuration. All necessary configurations are automatically showed up.
Initial Site Configuration completed successfully. Patch upgrade successful. PostInstall successful.
Users can access WFO web page and see all recordings from QM 8.0
But agents cannot record new calls.
Wenqian

Agents grayed out and can't add or remove - UCCX 7.0

I upgraded an IPCC Standard implementation from 4.0(5) to 7.0(1) SR5 UCCX using the DMT tool. The upgraded UCCX works fine but I have one issue. In Tools > Users the agents are all grayed out and agents can't be added or removed. The customer originally had IPCC standard on the old version which resulted in the loss of CAD on the 7.x version. After the upgrade the customer obtained a temporary enhanced license so that they could use CAD rather than the IP phone agent and they will eventually add a permanent enhanced license. Even before the enhanced license was added, the agents were grayed out in the user menu and no one could be added or removed. Does anybody know what could be causing this and how to resolve it?

Yeah, after I posted the question I started thinking that maybe when you add the users IPCC extension in the CUCM user menu it would add it here so I was reading the admin guide for 7.x UCCX and I found that is the case. The customer that I just upgraded states that he could remove agents in the user management window on his old 4.x IPCC. I can't remember if that was the case or not. Thanks for the response!

Why should I upgrade my Callmanager 4.x to a latest version?

I was wondering, we've an operational Callmanager 4.1 that has been running for quiet 4-5 years and never felt like we've to upgrade until recently that we're being pushed by Cisco to upgrade our applications\servers as their End-Of-Life has been announced and we'll be soon left out of support!
My question is from business perspective, what're the key features\benefits we'll get if we upgrade let's say to the latest version of UCM 7.X? How do you explain (in simple language) some critical enhancements\improvements that we'll get especially in terms of functionality, if we upgrade our Callmanager 4.x to UCM 7.0?
Thank you all!

Hi!
Here are some reasons why you should upgrade to a later version:
1. As you just mentioned EoS/EoL. Older versions might be hitting bugs which will not be fixed
by the developers 'cause usually they fix new bugs on later versions. Also the support you can
get from TAC will end on EoS.
2. CUCM 5.X through 8.X versions run on Linux, whether 4.X version used Windows. Linux is
an appliance model which is faster, more robust, provides more security and is not affected
by viruses. Besides the installation is easier and faster, you don't need to install first an OS
and then the CUCM. No need for Microsoft patches, CSA, anti virus, etc. The Linux OS and
CUCM SW come embedded so you just need one installation disk.
3. With newer CUCM versions, newer features are introduced. For example older 4.X versions
do not support SIP endpoint registration, if you want to use newer features you will need to
upgrade. There have been several features introduced on newer versions, you can check them
on the Release Notes:
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/rel_notes/7_1_3/cucm-rel_notes-713.html
4. If you are using other UC product such as Unity, CUC, UCCX, CUPS probably you'll need to
upgrade them too in case you want a new feature too. UC products have a compatibility between
them... it's important to check if you upgrade your CUCM if other products will need and upgrade
too or viceversa.
Compatibiliy info between CUCM and other UC products can be found here:
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/compat/ccmcompmatr.html
5. Newer versions such as 8.0 which can run on VMware. This means you can install it on a blade
server along with other UC coresident applications. Check out the requirements at:
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/rel_notes/8_0_1/delta/vmware.html
6. Just like with the CUCM SW, phone firmwares are also updated for later CUCM versions.
7. With newer CUCM versions you can use newer phones. Suppose right now you are fine with
7940s and 7960s... but as they are EoS/EoL when you want to buy new phones, your CUCM 4.X will
probably not support them and you will need to upgrade.
HTH,
Tere Stevens
Cisco Systems
Unified Communications PDI Team
www.cisco.com/go/pdihelpdesk

UCCX Script-

Hello all,
We had done an upgrade from uccx 7 to 8.5, after the upgrade everything works as normal. The weekend prompt is playing during Saturday and Sunday instead of Friday and saturday. All it happened after the upgrade, the time zone and time settings are correct. There is no NTP Server.
Does any changes happened on script while upgraded?
Tnx
Bobby

I had a nice in-depth conversation with Tanner about this and the product has a ton of potential.
DJ

Cisco QM 8.5.1 upgrade to latest?

Can you do a direct upgrade from Cisco QM 8.5.1 to the latest 10.5.1 via the PUT tool? Customer has CUCM/UCCX 8.5.1 and plan to upgrade that to 10.5.1. Has anyone done the Cisco QM 10.5 upgrade part and say they had success? I've done the CUCM/UCCX upgrade to 10.5.1 a lot, but not the QM upgrade.
Did the Cisco QM product just change marketing names to Unified Workforce Optimization Advanced Quality Management 10.5(1), or was it end of life, etc? With UCSS/ESW is upgrade free via PUT.
I can’t find a clear document on upgrading from QM 8.5.1 to 10.5.1. These seem to be new install focused.
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-workforce-optimization-advanced-quality-management-10-5-1/model.html#InstallandUpgradeGuides
Jason Aarons, CCIEx2 (Voice./Collaboration)

Hi Jason-
There is not a direct upgrade from QM 8.5.1 to QM 10.5. You will need to upgrade QM to 8.5.2 first.
Cisco Unified Workfore Optimization Qualtity Managment - Server Installation Guide Version 10.5 page 52: http://goo.gl/frC6wq
Additional QM Documentation: http://goo.gl/rhexR0
Thanks,
DJ

.iso file of CUCM, UCCX, CUC

Hi,
How can I download the .iso file of CUCM, UCCX, CUC, etc.. ?

Product Upgrade Tool
http://tools.cisco.com/gct/Upgrade/jsp/index.jsp

CCX 8.0.2 Script prompt recording stopped working. Recording command stop after beep, "Error Unmarshaling return" Has anyone experience this error?

Our Script prompt recording stopped working. After user authentication, the Recording command plays the prompt asking to record after the beep, but after the beep the application ends with error exception on screenshot below.
Have anyone experience this error?
Any thoughts will be appreciated
Cisco Unified CCX Administration
System version: 8.0.2.11004-12

Hello Everyone,
Just in case that someone experience this problem, this problem points to a permission issue with the owner of one of the directories via root. TAC needs to be involved in order to modify the following settings.
Note:
If you have two servers, you need to do it on both.
I've seeing sometimes that it takes a couple of minutes to take action.
Record prompt script failing with error message    "CMTRecordingDialogImpl"
UCCX versions:   Linux versions and especially after upgrades to the system.
Solution:   Problem is due to permissions,
[root@DISDUCCXPUB ~]# cd /opt/cisco/uccx/
[root@DISDUCCXPUB uccx]# ls -l | grep temp
drwxr-xr-x   2 root       root         4096 Oct 6 2011 temp
[root@DISDUCCXPUB uccx]# chown uccxuser:uccxservice temp
[root@DISDUCCXPUB uccx]# chmod 775 temp
[root@DISDUCCXPUB uccx]# ls -l | grep
temp drwxrwxr-x   2 uccxuser   uccxservice 4096 Oct 6 2011 temp
[root@DISDUCCXPUB uccx]#   drwxrwxr-x   2 uccxuser   uccxservice 4096 Jan 17 15:07 temp
This should take care of the problem. Again, Cisco TAC needs to be engage because of the root access.
Regards,
Daniel Amador
Cisco TAC Support Engineer, IPCC Express Team

Automatic Recording in CCX 8.0.2

Have anyone successfully set automatic recording for calls answer with Cisco Agent Desktop? I have done this in the past with version 7, and it works great. But I am having no luck in version 8. Is there any other extra requirement or setting that needs to be done with version to have recording work ok.
Thanks.
Dat Pham

Hello Everyone,
Just in case that someone experience this problem, this problem points to a permission issue with the owner of one of the directories via root. TAC needs to be involved in order to modify the following settings.
Note:
If you have two servers, you need to do it on both.
I've seeing sometimes that it takes a couple of minutes to take action.
Record prompt script failing with error message    "CMTRecordingDialogImpl"
UCCX versions:   Linux versions and especially after upgrades to the system.
Solution:   Problem is due to permissions,
[root@DISDUCCXPUB ~]# cd /opt/cisco/uccx/
[root@DISDUCCXPUB uccx]# ls -l | grep temp
drwxr-xr-x   2 root       root         4096 Oct 6 2011 temp
[root@DISDUCCXPUB uccx]# chown uccxuser:uccxservice temp
[root@DISDUCCXPUB uccx]# chmod 775 temp
[root@DISDUCCXPUB uccx]# ls -l | grep
temp drwxrwxr-x   2 uccxuser   uccxservice 4096 Oct 6 2011 temp
[root@DISDUCCXPUB uccx]#   drwxrwxr-x   2 uccxuser   uccxservice 4096 Jan 17 15:07 temp
This should take care of the problem. Again, Cisco TAC needs to be engage because of the root access.
Regards,
Daniel Amador
Cisco TAC Support Engineer, IPCC Express Team

UCCX upgrade 5.0 to 9.0

Hello,
We are planning an UCCX upgrade from 5.0 to 9.0 on a UCS server. We're going to do a fresh install, and I would like to know if we will be able to use the old scripts and prompts on the new version, or will we have to build the scripts from scratch. If anybody has had a similar experience, I would appreciate the advice.
Best regards,
Ivana

Yes! Scripts and prompts from older versions work on newer versions as well. The opposite is not true however, so if you upgrade to UCCX 9x, and need to roll back for some reason, your scripts from the UCCX 9x will not work on UCCX 5x. Not that I think your upgrade wont work, or that you couldn't just restore from a UCCX 5x backup though. I'm just covering both scenarios here.
One thing to note, in UCCX versions 7x and lower, people could script incorrectly, and it would still work. However, starting in UCCX 8x, there are additional restrictions and security measures in place, which will make those scripts fail. Be sure to do your testing of all scripts before going live on UCCX 9x. One of the major offenders of this is using the Write Document step to write files to the local C:\. So, if you open all of your scripts, and do a CTRL+F "Write Document", to find this step, you may be able to correct it now, before you even go through the upgrade.
Anthony Holloway
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Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

UCCX UPGRADE

Hi Everyone
I wanted to know can someone tell me if I'm ordering the correct software for my upgrade. We are currently in the process of upgrading our CUCM to 9.1(1a) and we have to be at version 8.5.1 SU3 inorder to keep it running when we move to 9. We have 2 UCCX servers and I want to make see if this is what I need, I'm looking at ordering CCX-UPG-P-85-85K9= CCX PRE 8.5 to 8.5 PRE ESW Maintenance Upgrade.Is this the correct version that I need or should I be looking at something else.
Eric

Here you go:
http://software.cisco.com/download/release.html?mdfid=283423434&flowid=21301&softwareid=282074295&release=8.5(1)SU5&relind=AVAILABLE&rellifecycle=&reltype=latest
HTH,
Chris

UCCX 8.5 to 10.5 RU Upgrade

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