With Abhiram Kramadhati CCIE Voice 40065 TAC Engineer

• UCCX 10 will support only Linux to Linux upgrades • If you are on a Windows version, you will need to upgrade first to an intermediate Linux version before upgrading to UCCX 10 8. 0(2) 8. 5(1) 9. 0(1) 10. 0(1) 7. 0(2) 9. 0(2) 10. 0(1) 5. 0(2)SR 3 8. 0(2)SU 4 10. 0(1) Note: It is mandatory to be in the latest SU of a release to move to 10. 0(1). For example, if you are in 8. 5(1) you should be in 8. 5(1)SU 4 which is currently the latest. Subsequent releases will be supported as well eg: 8. 5(1) SU 5 © 2011 Cisco and/or its affiliates. All rights reserved. 2

• UCCX 10. 0 will be supported only on a virtualized platform. No more bare-metal installations. Take backup of existing server Reinstall subscriber with same version and credentials Reinstall the publisher on UCS with same version and parameters X Restore publisher from the DRF backup Remove subscriber from the configuration Restore subscriber data from backup Upgrade the publisher to 10. x Upgrade the cluster to 10. x Install the subscriber at 10. x and add it to the cluster © 2011 Cisco and/or its affiliates. All rights reserved. X from re s g a n i ord criber c e R subs the lost 3

Troubleshooting tip! Look out for these defects when you are migrating: CSCtz 34126: DRF reports backup as "SUCCESSFUL" even when LDAP backup script fails --Open the UCCX Component log from the backup page and verify the following line is printed: 2012/04/16 10: 25: Done executing Backup LDAP Script CSCul 99618: Wrong license package causes LDAP restore to be skipped • Symptoms are agents unable to login after restore and CDA is blank • Ensure that the CVD is started and perform the restore again. © 2011 Cisco and/or its affiliates. All rights reserved. 4

• The memory requirement for the installation of UCCX 10. 0 has increased in order to accommodate the additional applications running on the appliance. 100 agent 300 agent 400 agent v. CPU 2 2 4 8 GB Memory 8 GB 16 GB 2 x 146 GB Hard Disk 1 x 146 GB 2 x 146 GB 100 agent 300 agent 400 agent v. CPU 2 2 4 Memory 4 GB Hard Disk 1 x 146 GB 2 x 146 GB Note: this is taken care of in the OVF template. Non conformance to these standards will lead to a warning displayed on the App. Admin page. © 2011 Cisco and/or its affiliates. All rights reserved. 5

© 2011 Cisco and/or its affiliates. All rights reserved. 6

• CUIC will be the only reporting client. Configurations made in CUIC in 9. 0 will be migrated to 10. 0 • All report schedules created in HRC have to be manually created in CUIC • Finesse is introduced along with CAD as an alternate desktop client, and it is completely browser based. ALL agents should use either Finesse or CAD, one of them only. • Media Sense integration introduced for the first time giving a robust recording solution. © 2011 Cisco and/or its affiliates. All rights reserved. 7

• The architecture has been changed so that the UCCX can now access the platform keystore • This means that the certificates and the certificate chains for UCCX specific use (get. Url. Document etc. ) can be uploaded from the OS Admin into the Tomcat trust store and does not need the root access. UCCX Engine Note: All certificates uploaded previously with the help of TAC need to be re-uploaded from the OS Admin page! © 2011 Cisco and/or its affiliates. All rights reserved. Root only Access to user UCCX Engine keystore Tomcat keystore 8

• Get your install image, cop file and licenses ready • If you are on a Windows platform, plan the 2 stage upgrade precisely. The CUCM also has to be moved accordingly if the upgrade is going to be staggered. • Ensure additional resources are added to the VMs to conform to the standards of 10. 0 • If you have just migrated from MCS to UCS, ensure that the LDAP database is restored correctly too. Open the Cisco Desktop Administrator page and ensure that it is not blank. From a contingency plan perspective, I would suggest keeping the MCS available until the UCS deployment has been validated completely. • Migrate HRC schedules if any to CUIC • Shutdown Finesse services if not in use. This ensures that system performance is not impacted. • Read the pre-FCS communication to understand all the changes. © 2011 Cisco and/or its affiliates. All rights reserved. 9

Thank you.