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Contact Centre Migration Plan from MCS to UCS hardware and software upgrade

We are planning a customer migration from MCS to UCS hardware and software upgrade:

  • Customer has 2 CUCM6.1.4 clusters, with hard and soft phones (IP Tel Cluster - 3000 users), Contact Center Cluster (1200 users) - Proposed New Version 8.6(2)
  • CVP4.1 H323 Gateway Controlled Comprehensive model (Vxml gateways in HO, DR and some remote sites) - Proposed New Version 8.5(1) with Sip Proxy 8.5(1)
  • UCCE 7.5(9) with CTIOS 7.5.x clients (customized desktop) and Webview - Proposed New Version 8.5(2) and CUIC 8.5
  • Unified Connection 7.x - Proposed New Version 8.X

Other integrations are CTIOS over Citrix, Nuance Speech recognition, ARC, Witness, Ringmaster. System is fully redundant (HO and DR, with contact centers on remote sites) and has load balanced Content Engines. DB integration and screen pops.

Requirement for full integration testing (first in Lab and then on new system) and comprehensive stress testing prior to go live. Full Historical DB import into new system for go-live.

We are proposing a change of IP addresses so that the new system can operate in conjunction with the old and use SAN and DB and other integration options.

Is there a precedent for this type of migration and is there a cross technology (CUCM, IOS, CVP, UCCE) migration plan for such a project?

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