Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

Peripheral Gateway (PG) Upgrade Procedures

PG Pre-upgrade Preparation

Pre-upgrade preparation is an integral part of the upgrade process. Perform the following on all
PGs to assist in recovery in the event of a catastrophic upgrade failure:

Copy the Cisco registry key.

Copy the ICM/bin directory.

Upgrading PGs

While different Peripheral Gateways (PGs) can be upgraded at different times, the A and B side
of redundant PG pairs must be upgraded within the same maintenance window, along with
associated CTI Servers, CTI OS servers, and Outbound Option dialers. For proper Outbound
Option operation, all Outbound Option dialers must be upgraded during the same maintenance
window as the Campaign Manager.

If a CAD version prior to 4.6 is connected to the PG being upgraded, both the CAD server and
the associated CAD desktops must first be upgraded to a version compatible with ICM/IPCC
7.0(0). CAD Version 7.0 requires CTI OS version 7.0. CAD Version 6.0 requires CTI OS
Version 6.0, but versions of CAD prior to 6.0 do not require CTI OS.

For CallManager PGs and Generic PGs with CallManager PIMs, CallManager clusters must
be upgraded to Version 4.0 or 4.1 prior to upgrading the PG to ICM/IPCC Release7.0(0).
CallManager PGs must remain at release 5.0(0) or 6.0(0) if CallManager version 3.3 is in use.

Upgrade Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)