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Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1
VoE – UCCX Migration
Monica Balastik, ACE
US Partner Organization
3 February 2011
Will Murray, CSE
US Partner Organization
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
The Recording and Presentation for this session will both be emailed as links to
you and posted to the Customer Collaboration community.
http://www.cisco.com/go/collaborationchannels
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Use the Q&A tool to submit questions at any time during the presentation
Type your question in the text box and click SEND
When in full screen mode use the floating toolbar to
a) Go from Full Screen view to Meeting Room view
b) Access the Q&A tool
1
WebEx Tools Use the Q&A tool to submit questions at any point during the
presentation. Type your question and click the “Send” button
Use the arrow on the toolbar to go from the full screen view to
the meeting room view to use the WebEx tools
Use the “Raise Hand” button to have your phone line opened to
ask a live question
a) b)
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• Why Migrate?Feature Focus – Realizing the potential of migrating
• Sizing, Licensing, and Ordering
• Migration Process
• Poll
• Tools and Resources
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• In-bound Voice ACD
• In-bound Self-Service
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Version 5.0 Version 7.0 Version 8.0 Version 8.5
Outbound Preview
Dial
Knowledge Worker
Presence and IM
Geographic
Redundancy -
HAoWAN
Virtualization Co-
residency of UCCX
on UCS with UC
Apps
Quality Management Agent Email Voice Operating
System(VOS)
Outbound –IVR
Predictive/Progressiv
e
Workforce
Management
Lightweight CAD
Web based Browser
Virtualization of
UCCX on UCS –
Single VM
SocialMiner –
Customer Care
Social Media
EIM/WIM Finesse Agent and
Supervisor SDK
MediaSense
Recording Engine
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• Outbound Preview Dial Campaigns
• Workforce Management
• Quality Management
• EIM/WIM
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Version 7.0 Version 8.0 Version 8.5
Knowledge Worker
Presence and IM
Geographic Redundancy
- HAoWAN
Virtualization Co-
residency of UCCX on
UCS with UC Apps
Agent Email Voice Operating
System(VOS)
Outbound –IVR
Predictive/Progressive
Lightweight CAD Web
based Browser
Virtualization of UCCX
on UCS – Single VM
SocialMiner – Customer
Care Social Media
Finesse Agent and
Supervisor SDK
MediaSense Recording
Engine
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
• Outbound Preview Dial Campaigns
• Workforce Management
• Quality Management
• Knowledge Worker Presence and IM Integration
• Agent Email Capability
• Lightweight CAD Web based Browser
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Version 8.0 Version 8.5
Geographic Redundancy -
HAoWAN
Virtualization Co-residency of
UCCX on UCS with UC Apps
Voice Operating System(VOS) Outbound –IVR
Predictive/Progressive
Virtualization of UCCX on UCS
– Single VM
SocialMiner – Customer Care
Social Media
Finesse Agent and Supervisor
SDK
MediaSense Recording Engine
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
• Outbound Preview Dial Campaigns
• Workforce Management
• Quality Management
• Knowledge Worker Presence and IM Integration
• Agent Email Capability
• Lightweight CAD Web based Browser
• Geographic Redundancy – HAoWAN
• Voice Operating System(VOS) – Security and Stability
• Virtualization UCCX on UCS – Single VM
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Version 8.5
Virtualization Co-residency of UCCX on UCS with
UC Apps
Outbound –IVR Predictive/Progressive
SocialMiner – Customer Care Social Media
Finesse Agent and Supervisor SDK
MediaSense Recording Engine
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 15
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• http://tools.cisco.com/cucst
•Used for CCX as well as other UC products
•Input parameters: number of agents, supervisors,
HA or non-HA, monitoring, recording, historical reporting sessions, etc.
•Sizes system based on max limits and points.
•Recommends servers that can support customer deployment.
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• http://www.cisco.com/go/sx
• Supports ESW and UCSS.
• Generates complete BOM
• NOTE: Config and Ordering Tool no longer available beginning with Version 8.0!
Solution Expert (SX)
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• New licenses apply to new deployments.
• Upgrade licenses apply to a-la-carte and UCSS upgrades.
License Types
NEW
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• Upgrade licenses require original licenses.
• Upgrade license specifies to and from versions
License Types
UPGRADE
UCSS provides free major upgrades. Use PUT tool to order.
http://tools.cisco.com/gct/Upgrade/jsp/productUpgrade.jsp
A-la-Carte upgrades can be built using Solutions Expert
www.cisco.com/go/sx
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• Introduced in CCX 8.0.
• Requires License MAC of first CCXnode, not physical MAC
• License MAC depends on many factors: IP address, time zone, hostname etc.
• To find License MAC:
•Run CLI “show status” command
•Note it down during install.
Node-Locked License
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• Your order will result in a PAK that is either emailed to you or delivered with media.
• Register the PAK on cisco.com/go/licensing
• License file will be emailed to you.
• NOTE: If upgrading from v8.0 to 8.5 a new license will be needed due to new features!
Activation Process
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PREPARE
PLAN
IMPLEMENTOPERATE
OPTIMIZE
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1. Check Server Hardware Compatibility (CPU, DRAM, Hard Disks).
2. Check Software Release Open Issues (Bug Scrub and ES fixes).
3. Check CUCM Software Compatibility (Compatibility Matrix).**
4. Check Migration Pre-requisites (BARS, DMT, PUT, Proxy settings).
5. Check License Requirements (Node, Agent, Software Features).
6. Prepare Migration Required Data (Tables or use Auto Answer File).
7. Develop Detailed Migration Plan (Migration Procedure and Time).
8. Develop Fallback Plan (BARS backup file, Hard Disks, Recovery CD).
9. Review scripts prior to migration.
10. Connect all nodes before running PUT (High Availability).
11. Backup data that PUT will not migrate (prompts / documents / grammars) that reside outside of the CCX repository.
12. Perform Post Migration Verifications.
** CUCM Must be upgraded before UCCX
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
• Red Hat Linux & IBM Informix
• Exactly the same platform as Communications Manager
OS & Database
• Media Convergence Servers (IBM only OEM), IBM exact MCS equivalents, HP compatible
• Check the Compatibility Matrix
Rack Mount Servers
• Support for CCX and with 8.5 WFO options
Unified Computing System (UCS)
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UCCX Bare Metal – MCS(or HP Equivalent)
Virtualized – UCSB or C Series
7.x
8.0(x)
8.5
WFO Pre 8.5
WFO 8.5 +
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• Supported Co-Residency is UC with UC and must support UCS.
• 3rd party apps (Email, SQL, Web Server etc.) on the same blade with Cisco UC apps is Not Supported.
• Mix of Cisco UC virtual apps on same blade is Supported.
• Use specific VM configs per Application (cores, memory and disk) – OVA files are available and should be used.
• No oversubscription of RAM or CPU!
• Mixed clusters are also supported and can consist of HP, IBM, UCS B/C Series platforms.
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines
http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
HQ12K Phones, use Cisco TFTP server
10K Messaging users
10K users equipped with Cisco Unified
Personal Communicator (CUPC)
Contact Center with 240 agents and 10
supervisors
BRANCH A2K Phones, use Cisco TFTP server
2K Messaging users
2K users equipped with Cisco Unified
Personal Communicator (CUPC)
Contact Center with 145 agents and 5
supervisors
BRANCH B
500 Phones, use Cisco TFTP server
500 Messaging users
500 users equipped with Cisco Unified
Personal Communicator (CUPC)
Contact Center with 45 agents and 5
supervisors
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
• Running on LINUX-based OS and not Windows
• Deployed as an appliance
1. Everything that runs on the server is tested and certified by Cisco
2. No third party software can be installed
This is a long standing CCX policy – NOTE that as of release 8.0 it will be enforced
3. Users have limited access to the server (same as CUCM).
• No access to regular shell
• No root access to anyone
• Limited access is allowed via a customized shell (i.e. CLI)
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• Single directory will be opened for reading/writing
IO access is limited to workflow steps and custom Java I/O
• Limited disk quota imposed on this directory (1.5 GB)
• CLI provided to allow management of this directory
• Not automatically backed up or restored
• Not synchronized between HA servers
• Should only be used for temporary storage
• Document Repository is recommended
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
CCX
Unified CM Version
Unified CM Windows Unified CM Appliance
4.0 4.1 4.2 4.3 5.0 5.1 6.0 6.1 7.0 7.1(x) 8.0 8.5(1)
3.5 a a
4.0 a a
4.1 a
4.5 a a
5.0(2) a a a
6.0 a
7.0 a a a
8.0 a a a
8.5(1) a a
Latest release of Unified CCX is:
•Unified CCX 8.5(1): Compatible with Unified CM appliance and Unified CME
•Compatibility Matrix: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/crscomtx.pdf
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CCX
Unified CME Version
4.2 7.0 7.1 8.0 8.1 8.5
3.5
4.0
4.1
4.5
5.0(2) a
6.0
7.0 a a a
8.0 a a
8.5(1) a a a
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
• Direct upgrade window of 5-8 hours
• Indirect upgrade much more: requires intermediate CUCM & UCCX upgrades
• Upgrade utility from 4.0 to 7.0
Preserves settings, configuration data (including CAD) and CDR data
Single exception: recordings are not preserved
Direct Upgrade A 7.0 8.0 or 8.5
Direct Upgrade B 5.0 and 7.0 8.0 8.5
Indirect Upgrade 3.x 4.0 7.0 8.0 8.5
No Upgrade – Fresh Install
4.1 or 6.0 8.0 8.5
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• BARS – Backup and Restore. Useful as a fall back.
• DMT – Data Migration Tool for migrating from 4.0(5) to 7.0(1)
•Moves Prompts, Scripts, and Historical Data.
• PUT – Pre-Upgrade Tool for migrating from 5.0(2) SR2 or 7.0(1)SR5 to 8.0(1) or 8.0(2) 8.5!!!
•Moves Prompt, Scripts, Historical Data*, and Agent Recordings**
* 10 Gig
** 1.5 Gig / node
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Completed on UCCX 5.0(2)SR2 or 7.0(1)SR5
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Enhanced Licensing
• Unified CCX has moved to a node locked license
• License MAC generated from install parameters used for license purpose: http://www.cisco.com/web/cuc_afg/index.html
•
•Tim
• Re-host of license required if parameters change
• 30 day grace period to re-host licenseSystem operates normally but warnings issued upon Admin login
Time zone
NTP server 1 (or 'none')
NIC speed (or 'auto')
Hostname
IP Address (or 'dhcp') , IP Mask (or 'dhcp') , Gateway Address (or 'dhcp')
Primary DNS (or 'dhcp')
SMTP server (or 'none')
Certificate Information (Organization, Unit , Location , State , Country)
Para
mete
rs U
sed
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40
http://www.cisco.com/web/cuc_afg/index.html
•
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• Desktop Clients – CAD, CSD, and CDA
•When launched they will check for a new version on the server
•Agent must have either Install Rights or Admin Rights to update any or all of these clients
•MSI push is also possible
• High Availability
•During the migration process node information is removed from CUCM therefore the Contact Center will be down. https://www.myciscocommunity.com/message/52864#52864
• ODBC configurations
•Are not migrated.
•Database connections can be re-established using the Database Connection configuration in App Admin.
•JDBC Drive jar files will need to be uploaded to UCCX 8 before db connections can be re-established.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44
Hardware
Active
VersionInactive
Version
EmptyCisco
Unified CCX
8.0
Upgrade Time Is
Reduced
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45
Hardware
Active
VersionInactive
Version
Cisco
Unified
CCX 8.5
Cisco
Unified CCX
8.0Business
Disruption for
Upgrades Is
Minimized
UpgradeTime Is
Reduced
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46
Hardware
Active
VersionInactive
Version
Cisco
Unified
CCX 8.5
Cisco
Unified CCX
8.0
New Software Is
Moved into
Production at
Customer’s
Convenience
Business
Disruption for
Upgrades Is
Minimized
Upgrade Time Is
Reduced
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47
Hardware
Active
VersionInactive
Version
Cisco
Unified
CCX 8.5
Cisco
Unified CCX
8.0
New Software Is
Moved into
Production at
Customer’s
Convenience
Business
Disruption for
Upgrades Is
Minimized
Upgrade Time Is
Reduced
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 48
Hardware
Active
VersionInactive
Version
EmptyCisco
Unified
CCX 8.5
Cisco
Unified CCX
8.0
Easy to Revert
Back to Original
Version
New Software Is
Moved into
Production at
Customer’s
Convenience
Business
Disruption for
Upgrades Is
Minimized
Upgrade Time Is
Reduced
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49
Hardware
Active
VersionInactive
Version
Cisco
Unified
CCX 8.5
Cisco
Unified CCX
8.0
Net Result: Downtime for Changes cut by 50% or more!
Easy to Revert
Back to Original
Version
New Software Is
Moved into
Production at
Customer’s
Convenience
Business
Disruption for
Upgrades Is
Minimized
Installation Time
Is Reduced
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 50
Poll
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• Answer File Generatorhttp://www.cisco.com/web/cuc_afg/index.html
• Cisco Unified Communications Compatibility Tool
http://tools.cisco.com/ITDIT/vtgsca/VTGServlet
• Cisco Unified Communications Sizing Tool – can be used for UCCX
http://tools.cisco.com/cucst
• ACE Lab Documentation (UCCX Migration Lab)https://www.myciscocommunity.com/docs/DOC-20460
• Data Migration Tool (DMT)http://www.cisco.com/web/software/282467017/23664/UCCX_DataMigrationTool_Guide_405x-701.pdf
Link to DMT
• Pre-Upgrade Tool (PUT)http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx802ug.pdf
Link to PUT
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 53
• UCCX Landing page on CCOhttp://www.cisco.com/go/uccx
• Partner Collaboration Communityhttp://www.cisco.com/go/collaborationchannels
• UCCX Group in Partner Collaboration Communityhttps://www.myciscocommunity.com/groups/unified-contact-center-express
• All Aboard the Express III – hold the dates documenthttps://www.myciscocommunity.com/docs/DOC-20395
• UCCX 8.5 TOI (Transfer of Information)https://www.myciscocommunity.com/docs/DOC-19468
• All Aboard the Express IIhttps://www.myciscocommunity.com/docs/DOC-18415
• Steps to Successhttp://www.cisco.com/go/stepstosuccess
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 54
• Social Miner TOIhttps://www.myciscocommunity.com/docs/DOC-18916
• Solutions ExpertHttp://www.cisco.com/go/sx
• UCCX Ordering Guidehttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_how_to_order.html
• UCCX Data Sheetshttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html
• UC on UCShttp://www.cisco.com/go/ucvirtualized
• SRND (Solutions Reference Network Design)
http://www.cisco.com/go/srnd
• Cisco Unified Contact Center Express (Cisco Unified CCX) Hardware and Software Compatibility Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55
• CCX 8.0 Appliance Deep Dive recorded Webinarhttps://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40339487&rKey=fcd7c89f4abff0cb
• CCX 8.0 HAoWAN Deep Dive recorded Webinarhttps://cisco.webex.com/ciscosales/lsr.php?AT=pb&SP=EC&rID=40544452&rKey=93d2827cd7d6108e
• UCCX 8.0 TOIhttps://www.myciscocommunity.com/docs/DOC-14200
• UCCX Licensing & Orderinghttps://www.myciscocommunity.com/docs/DOC-19367
• Training Current and Future under the Field Training OrganizationCUEAC (Cisco Unified Enterprise Attendant Console)
CUP (Cisco Unified Presence)
UC on UCS B-Series
UC on UCS C-Series
Unity / Unity Connection Hot Mode (COBRAS)
• Cvent Training Calendarhttp://guest.cvent.com/d/5dq2j3/6T
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 56
Q & A
Thank you.