Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

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Cisco ICM Software Upgrade Migration Guide, Release 6.0(0)

Chapter 10 ICM 4.6.2 or ICM 5.0(0) to ICM/IP Contact Center Enterprise Edition, Release 6.0(0) Common Ground

Common Ground ICM Upgrade Migration Events

ICM 5.0 System to ICM/IP Contact Center Enterprise Edition, Release 6.0(0) System
Common Ground Upgrade Migration Overview

This section provides an overview of the steps required to upgrade from an ICM
5.0 system to an ICM/IP Contact Center Enterprise Edition, Release 6.0(0) system
using the Common Ground upgrade migration method.

Note

For the purposes of this guide, it is assumed that side A is the side to be upgraded
first.

Central Controllers, AW/HDS and WebView

Step 1

With side B still running ICM 5.0 and processing calls, stop side A and perform
the following upgrades:

ICM 5.0 (select the appropriate component) to ICM/IP Contact Center
Enterprise Edition, Release 6.0(0)

MS SQL 7.0 SP4 to MS SQL 2000 SP3a

MS Windows 2000 SP3 to MS Windows 2000 SP4

Step 2

Stop side B.

Step 3

Ensure default routing is operating properly.

Step 4

Start side A – verify stabilization with calls processing (default routing no longer
invoked).

Step 5

Perform the following upgrades on side B:

ICM 5.0 to ICM/IP Contact Center Enterprise Edition, Release 6.0(0) (for each
ICM component)

MS SQL 7.0 SP4 to MS SQL 2000 SP3a

MS Windows 2000 SP3 to MS Windows 2000 SP4

Step 6

Synchronize the side A Logger with the side B Logger.

Step 7

Start side B.

Step 8

Stabilize with the Peripheral Gateways at ICM 5.0 and calls processing.