Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

occurs because in ICM 7.0, the Outbound Option Dialer uses the instance number to build the
MAC address of the Outbound Option Dialer phones. Previously in ICM 5.0, this part of the
MAC address was always defined as 00, no matter what the instance number was. To allow the
Outbound Option Dialer to correctly get its configuration files, edit the MAC addresses of the
phones on the CallManager. These strings are built like DA + NN + DDDD + PPP where NN
= instance number, DDDD = Database ID of Dialer, and PPP = port number.

Outbound Option Dialer Technology Refresh Upgrade

Set up the new server as outlined in 

Using the ICM Service Control, stop all ICM services on the production dialer being replaced.

Export the ICM registry from production dialer, and import the registry to the new dialer.

Note: Refer to 

 for additional information.

Run ICM setup.exe from the ICM/IPCC 7.0(0) CD on the new dialer. Apply the automated
hardening when prompted.

From ICM setup, edit all instances on the server and insert the new domain name.

From ICM setup, edit all ICM components on the server and make the necessary changes based
on the environment in which the new dialer is to run.

Exit and then rerun setup. When the main setup screen appears, select Upgrade All.

Using ICM Service Control, set the ICM processes on the new dialer to Manual Start.

Reboot the new dialer.

Install the latest ICM/IPCC 7.0(0) service release and any required engineering specials on the
new dialer.

Install Cisco Security Agent 4.5 with the latest compatible CSA Agent Policy on the new dialer.

Using ICM Service Control, start the ICM processes on the new dialer.

Using ICM Service Control, set the ICM processes on the new dialer to Automatic Start.

Outbound Option Dialer Common Ground Upgrade

Using ICM Service Control, stop all ICM services on the dialer.

a.

Using ICM Service Control, change all ICM services on the dialer to Manual Restart.

b.

Using third party imaging or “ghost” software, perform a full system backup of the dialer
server so that it can be restored should a critical failure occur during the common ground
upgrade process.

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