Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

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

Non-HDS Distributor AW Common Ground Upgrades

If not already done, using ICM Service Control, stop all ICM services on the AW

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

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

Uninstall the Cisco Security Agent 4.0 Agent and the ICM Policy.

Note: If you plan to change domains, do so at this point.

Upgrade Third Party software such as virus protection software, VNC, or PCAnywhere.

Reboot the AW.

Install the Version 2.0 Support Tools agent. It is not necessary to uninstall older versions of the
Support Tools agent.

Using the Domain Manager, add the AW instance to the appropriate Active Directory Instance
Organizational Unit.

Run ICM setup.exe from the ICM/IPCC 7.0(0) CD and select Upgrade All on the main setup
screen to upgrade all ICM components on the AW.

If the Active Directory domain is changing as part of the upgrade, run ICM setup.exe from the
ICM/bin directory, edit the instance and insert the new domain name on the AW.

While in ICM setup, edit the AW component and review all entries.

Reboot the AW.

Install the latest 7.0 service release and any required engineering specials on the updated
CallRouter.

Install Cisco Security Agent 4.5 with the latest compatible CSA Agent Policy on the upgraded
CallRouter.

Client AW Technology Refresh Upgrades

Set up the new server as outlined in Set up the New Hardware.

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

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