Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Point the new ICM/IPCC 7.0(0) AW/HDS to the ICM/IPCC 7.0(0) Logger and CallRouter.

Upgrade the Logger to ICM/IPCC 7.0(0).

Upgrade the CallRouter to ICM/IPCC 7.0(0).

Bring up the ICM/IPCC 7.0(0) Logger and CallRouter.

Bring down all the other ICM/IPCC 7.0(0) components.

Bring up the new ICM/IPCC 7.0(0) AW/HDS

Upgrade the rest of the existing system using the appropriate procedure from the Upgrade
Procedures section of this guide.

Non-HDS Distributor AW Technology Refresh Upgrades

If not already done, stop the ICM services on the production distributor AW using the ICM
Service Control.

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

Note: Refer to 

 for additional information.

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

From ICM setup, edit the instance and insert the new domain name.

From ICM setup, edit the AW component and make the necessary changes based on the
environment in which the new Logger is to be run. For ICM/IPCC 7.0(0), make sure WebView
is not checked since WebView Server is not supported on a non-HDS distributor AW.

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

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

Reboot the AW.

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

If the Outbound Option is in use and the Campaign Manager has been upgraded, open the
Campaign Manager configuration tool.

a.

On the Call Target tab to configure the correct daylight savings time option for each
campaign.

b.

On the Skill Group Selection tab, add a dialed number in the Dialed Number field for
each skill group selection entry in every campaign.

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