Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

If there are Outbound Option dialers associated with the PG pair being upgraded which are on
separate servers, upgrade all of them now.

PG Common Ground Upgrade

Using ICM Service Control, stop all ICM and CTI OS services on the Side A PG.

Using ICM Service Control, change all ICM and CTI OS services on the Side A PG to Manual
Restart.

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

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

Upgrade Third Party software such as virus protection software and VNC or PC Anywhere.

Reboot the Side A PG.

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 PG 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 Side A PG.

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 Side A PG.

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

If CTI OS is collocated on the same server as the PG, run setup.exe from the CTI OS 7.0 CD
to install 7.0 CTI OS on side A. It is not necessary to uninstall previous versions of CTI OS.

If this is a CM PG or a Generic PG with a CallManager PIM, upload the JTAPI Client from
CallManager.

The Cisco JTAPI Client is a Java Telephony Application Programming Interface implementation
that communicates with the Cisco CallManager.

After installing the Generic IPCC PG, you must install the Cisco JTAPI Client so that the PG
can communicate via JTAPI with Cisco CallManager. You install the Cisco JTAPI Client from
Cisco CallManager Administration.

a.

Open a browser window on the PG machine.

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