Cisco Cisco IPCC Web Option Installation Guide
10-19
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 Upgrade Migration Tasks
Note
The ICM 5.0(0) has a WebView database that should be backed up whenever an
ICM database backup is performed.
ICM database backup is performed.
Run Pre-upgrade tests
A test plan is utilized at various stages of the upgrade process. It is up to you to
develop the actual test cases with actual dialed numbers, labels, targets, and
expected results. The key areas in which to develop test cases follow.
develop the actual test cases with actual dialed numbers, labels, targets, and
expected results. The key areas in which to develop test cases follow.
Application test
The most crucial test is the ability of the system to route calls to defined peripheral
targets. Side A of the ICM system is upgraded to ICM/IP Contact Center
Enterprise Edition, Release 6.0(0) first, then returned to service. Monitor the ICM
call routing decisions to determine if it is making the appropriate routing
decisions. The Key AWs, upgraded prior to the side B Central Controller, are used
to monitor call routing.
targets. Side A of the ICM system is upgraded to ICM/IP Contact Center
Enterprise Edition, Release 6.0(0) first, then returned to service. Monitor the ICM
call routing decisions to determine if it is making the appropriate routing
decisions. The Key AWs, upgraded prior to the side B Central Controller, are used
to monitor call routing.
Validating Scripts
Step 1
Open Script Editor.
Step 2
Select Script > Validate All (or click Validate All in the tool bar).
Step 3
Observe all scripts are functioning properly. Make note of any scripts having
issues prior to the upgrade. Save and compare this information with the
post-upgrade script validation results.
issues prior to the upgrade. Save and compare this information with the
post-upgrade script validation results.
System Integrity Tests
The remaining tests are performed to ensure proper functionality of all system
components when the ICM is running in duplex mode. Give special attention to
redundancy testing.
components when the ICM is running in duplex mode. Give special attention to
redundancy testing.