Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

of each machine upgrade. It also helps to use a chart indicating all of the Unified ICM/Contact
Center nodes to be upgraded and their upgrade status.

Upgrades are usually performed during off-peak hours. Keep in mind that you may need more
than one upgrade window. Normally, an initial maintenance window is established to get the
Unified ICM/Contact Center Central Controller and critical (key) Administration & Data Servers
upgraded. The remaining Administration & Data Servers and PGs are then scheduled as early
as maintenance windows allow.

Note: Ensure that your Administration & Data Servers are upgraded to Unified ICM/Contact
Center Release 9.0(1) before bringing them online.

Definition of upgrade steps

The upgrade migration of a Unified ICM/Contact Center system involves numerous steps. From
your initial software load, you must install/upgrade the operating system, the Unified ICM
software (and options), the database software, and any required third-party software.

Be aware that for a period of time during the upgrade migration, the Unified ICM/Contact Center
system runs in a non-fault tolerant mode. Additionally, network default routing takes place
when both sides of the Central Controller are “stopped” during the cross over (see the Test Plan
section).

Testing must take place when the side A Central Controller is upgraded and running. The upgrade
team must come to consensus on the success of the testing and make a “go” or “no go” decision
to proceed with upgrading the side B Central Controller.

If critical problems are encountered after upgrading side A, the upgrade team could decide to
restore the side A Central Controller to the old/previous release.

Post-upgrade test definition

You must create a test plan for the various stages of the upgrade process to test your Unified
ICM system. The following are examples of typical Unified ICM system post-upgrade tests:

•

Application test

•

System Integrity tests:

–

Process testing

–

Redundancy testing

–

Alarm testing

–

Historical reporting testing

–

Internet Script Editor testing (optional)

See the Run Post-Upgrade tests section for additional details.

Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)