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CUCM/Unity Connection/IPCC Upgrade Advice Request

I have a client who currently has this setup:

1 CUCM 4.2(3)sr3 Publisher Server

1 CUCM 4.2(3)sr3 Subscriber Server

1 Unity Connection 1.2(1) Server

1 IPCC Server v 4.0SR01_Build029  -this server is for SQL queries for credit reports

2 2811 Routers with C2800NM-IPVOICEK9-M IOS, 12.4(8c) Release Software (fc3)

1 2801 Router with C2801-SPServicesK9-M IOS, 12.4(8c), Relase Software (fc3)  -This is at a remote site.

I'm looking for advice on the best upgrade path specifically regarding the IPCC which is EOL/EOS.  I have heard that the new version of Cisco's IPCC software is integrated, or an addon for Unity. Are there any feasible upgrade paths?  Would the entire environment need to be upgraded?  Is an upgrade even possible given the current (old) versions?

I have done CUCM installs but not upgrades/migrations and I have no experience with IPCC.  Any thoughts or advice would be much appreciated.

Thanks,

Greg

35 REPLIES

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Greg,

I'll have to look at the upgrade paths available in general to you but I caught one thing I wanted to touch on upfront.  You said that you "heard that new versions of IPCC were integrated with, or an add-on, of Unity" - I don't know where that is coming from.  There is a little bith of overlap in Auto Attendant functionality but not much - if you need a simple AA with no reporting or queueing, Unity has always had that.  IPCC is still a call center product and is not integrated with or dependent upon Unity.  Personally, I'd get all of the applications up to 7x.  This will require quite a bit of work and possibly some new hardware but you're running on threads with IPCC 4.0 and CUC 1x.  There are have been many improvements in both products and the Linux-based CUCM platforms are golden compared to the older Windows-based systems.

Hailey

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Hi David,


Thanks for the quick reply!

That info regarding the IPCC I got second hand from on of our sales reps who was discussing this issue.  The sales rep called to find out Smartnet renewal info and found out the IPCC was eol/eos service so they started discussing upgrade options, which include the "integrated" news.   Now it's on my plate. =-)

Let me describe what the current IPCC is doing to give you a better idea of what I'm looking for in an updated product.

A member of my client's organization can called an 800 number which will connect them to the IPCC server.  They will be prompted to enter their Member id (this is logged for billing purposes).  Then they get a menu where they can either request a credit report for their own business, or another member's business.  With either answer, the IPCC server queries a SQL database located on another server, generates the report, and faxes the report to the requesting member's fax line (via a fax server, non Cisco/VoIP).


I understand that upgrading to any verision higher than 4.x means new hardware (and I would be very happy if that would get approved) but I'm not sure what the budget will be and I just want to get a few different options, if there are any.

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Understood - you'll still need IPCC to do that sort of transaction. However, I'll look at some of the upgrade matrices I have a little later and see what might be supported for you. Can you send me the hardware models you're running as well? Whatever your sales rep was talking about that day was certainly a misunderstanding on his/her part. I can understand if he heard quite the opposite...in other words, in the 3x and 4x versions of CCM, you could run CRS/IPCC co-resident on the CCM. However, that is no longer true in the newer Linux platforms.

Hailey

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Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Sorry for the delay in getting back.  All four servers are Cisco 7800 series.

Publisher:  MCS-7815-12 (Tower)

Subscriber:  MCS-7826H-3.0 Server 74-3461-01 (1U Rack Mount)

UCONN: MCS-7835H-3.0-Server 74-3462   (2U Rack Mount)

IPCC:  MCS-7815-UC1

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Well, you've got some older hardware - outside of the Unity Connection server.  I've never been a fan of the 7815 servers in general.  I would say that you're likely looking at having to do some hardware upgrades to be able to really support the newer versions of applications.  I'll look for some links on the hardware you specified and get back to you later with some information.

Hailey

New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Thanks!

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Hi Gmgarrian

Refer to the following link below

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Google the following should you not beable to access this directly:

crscomtx.pdf :cisco.com

This is the compatibility matrix for the IPCC.

Going to version 7.x would be idea, this will be around for awhile.

Upgrading to this version will take some work.

What you have to do is firstly upgrade your IPCC 4.0 to IPCC 4.0(5) however this will require you to aquire the upgrade cds from your AM.

Upgrade guide for 4.0(1) to 4.0(5)

crs405ig.pdf :cisco.com in google and hit the first link.

Once that is done, you will have to run the DMT: Data Migration Tool, refer to the link to download the tool:

UCCX_DataMigration_V1_Bld107.zip :cisco.com

Release notes:

http://www.cisco.com/web/software/282467017/23664/UCCX_DataMigrationTool_Guide_405x-701.pdf

Make sure to read the release notes on Prerequisite for migration.

Once you have successfully ran the EMT you will be ready to import the data back into  version 7.x of IPCC.


Refer to the following link for IPCC 7.0 installation/upgrade guide.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/uccx70ig.pdf

Good Luck on the upgrade.

Hall of Fame Super Red

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Hi Greg,

I was reading this thread and was thinking...Wow! This will be a major

undertaking for sure. Luckily we have people like Hailey to help us out

+5 points Hailey!

I had not seen this doc for a long time (if ever) and I thought you might find

some of the references and recommendations helpful.

Upgrading IPT Software Components

http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC5.0.1/system_upgrade/ch3iptug.html

Cheers!

Huff

Please support CSC Helps Haiti

https://supportforums.cisco.com/docs/DOC-8895

https://supportforums.cisco.com/docs/DOC-8727

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Greg,

You're getting some good links here and info from top notch dudes like Rob.  +5 to both of these guys for good information.  I just want to sort of layout some considerations you need to make in general:

In your case, you have 2 key factors at play.  The first is you are running what are considered legacy applications.  Some may be (or already are) End of Sale/End of Life and possibly End of Support.  The second is that you are running entry-level servers that are considered legacy as well.  I wouldn't be surprised if almost all of them especially the 7815's are EoS/EoL and End of Support as well.  So, there are a few things that you have to focus on to get a viable upgrade plan in place.

1) What version do I need or want to get to?  You may need to consider specific features or maybe you just want to get current so that your applications are up-to-par and supported by TAC.  This eases the burden on you (or your customer) if you experience issues.

2) How do I get to my target version?  In some cases, you may need to do several iterative upgrades to reach a final upgrade version.  This costs you time and increases the risk associated with the upgrade as a whole for that application.  There are now multiple points at which you could encounter issues.

3) Now, what does my hardware support?  Let's say that all of your hardware is supported for each application (look up the application-specific hardware and software compatibility matrix to find what's supported) - but your hardware is no longer supported by TAC.  Is it worth the operational risk to you (or your customer) to continue on this legacy platforms or would it be more prudent long-term to purchase new hardware and potentially save quite a bit of time by reducing multiple iterative upgrades to reach a target upgrade version.  Another scenario - your hardware is supported but requires memory and storage upgrades for each.  Again, there is an operational risk to you here and you are incurring additional time spent validating the systems after upgrading these components.  This leads back to what's best long-term versus the short-term goal of getting to a specific upgrade version.  Last scenario - let's say your hardware is not supported.  This costs you (or your customer) more $$$ but again you may save money on the backend by reducing the time and risk associated with ugprading your applications.

It's a long to factor in, I know.  My intent is not to say "you have to get new hardware".  However, knowing how these things go - it may be best to plant the seeds for management to think about these two factor into one another.  So, if you find that you need to do upgrades here and there or whatever the case may be, it wont come off as a big shock to management and the corporate pocketbook.

Let me know if I can be of further help.

Hailey

Please rate helpful posts!

Hall of Fame Super Red

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Hi Greg,

One more note here from my end

Hailey wouldn't lead you down the wrong path here, and I strongly agree that most if

not all of your servers will need to be replaced during this migration. (+5 for my friend Hailey!)

But this is not a bad thing (other than $$$$) and may actually make this a little easier in the long run.

For Unity Connection 7.x versions you need a minimum of an H2/I2 variant so your 7835 is not supported.

For CUCM the 7815I2 does show support in 7.x but will likely need to be beefed up (see notes in attached)

I'm not sure if I've ever heard of a MCS7826 but maybe just a misprint (if you type like I do

For IPCC, I think Hoai has covered this off.

You can see where we're going here.

Cisco 7800 Series Media Convergence Servers

End-of-Life and End-of-Sale Notices

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_eol_notices_list.html


Supported Cisco Unified Communications Manager Releases by Server

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/prod_brochure0900aecd8062a4f9.html


Cisco Unity Connection 7.1 Supported Platforms List

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps5745/ps6509/data_sheet_c78-491743.html

Cheers!

Huff

New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Thank you everone for the info.  I've got a lot to read and digest.

I got work that we may get the budget to do a full hardware upgrade which should make things easier.


One thing I need clarification on per management request: If we do a full upgrade with new hardware/software will a separate server/device we needed for the IPCC functionality? Is it in anyway something that can be added to either the Pub/Sub of a CUCM 7.x group or the latest Unity that we would be upgrading to?

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

No, UCCX can no longer co-exist on CUCM hardware. You will need a separate server or server(s)(if you do an HA deployment) for UCCX. As for Unity, it has the capability to provide basic Automated Attendant functionality but it should not be looked at as an IVR solution with Supervisor/Agent, scripting, and reporting functionality like that of UCCX. UCCX has never been an add-on for Unity. The two products are unrelated.

Hailey

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

I think I understand.  I'm not sure of all the acronyms but to put it simply, I have four servers now, and  to upgrade the hardware and software to the 7.x family, keeping the same functionality, I will be required to get four new servers.

Is that correct?

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

GM,

You are correct.  If you keep the same type of deployment, you currently have the following:

1 CUCM 4.2(3)sr3 Publisher Server

1 CUCM 4.2(3)sr3 Subscriber  Server

1 Unity Connection 1.2(1) Server

1 IPCC Server v  4.0SR01_Build029

So, what you would end up needing is 4 servers as follows:

1 CUCM Pub

1 CUCM Sub

1 Unity Connection (CUC)

1 UCCX (Contact Center Express - I'm assuming you are running the Express version of this product and not Enterprise).

If you found that you needed additional redundancy requirements, you could have a topology like this:

1 CUCM Pub

1 CUCM Sub

1 CUC Pub

1 CUC Sub

1 UCCX Primary

1 UCCX Secondary

Not saying you need to do this, but it's an option...that would be 6 new servers.

You're likely to just go with a 1 for 1 replacement which is fine.  IMO, I would not consider any server hardware less than a 7825 series.  The 7815 are considered entry-level servers and I, personally, do not recommend them for production use.

Hailey

Hope this helps.

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

I spoke with our vender and it was a misunderstanding on our sales end regarding the CCX as an add on.

They're recommending a MCS 7816-I4 for the Pub/Subs.  Since this is a <50 user environment I figure that should be adequate.  You recommend the 7825 which my vendor is suggesting for the CCX and UCONN.   Do you have any concerns regarding the 7816 vs. the 7825?

Thanks

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Yes. Unless something has changed...7816 does not have redundant disk drives,  power supplies, NIC's, etc. If you're less than 50 I'd give a look to CUCM Business Edition. 1 new server can replace CUCM and CUC (3 old servers). Then you just need UCCX (1 new server). Very cost effective and you can

support up to 500 users on a CUCM-BE specialized 7828...a beefed up 7825 specialized fior the BE application.

Hailey

Sent from a Paramore concert via my iPhone...so please rate helpful posts!!!

New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Would it be possilbe to migrate the existing environment to the CUCM Business Ed without the need to reconfigure from scratch?

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

That, my friend, I honestly do not know off-hand. I deal mostly with Enterprise customers so I'm not sure if there are any limitations with migrating from CUCM 4x to a BE version. On the CUC side, I believe there are some limitations as the interaction between the CUCM and CUC databases on the BE (which is a co-resident install) is a little different than what you get in standalone versions. Now, I'm not saying this is the best solution for you - but it may be worth looking into for sure. With BE, you have a single server - you cannot cluster with other servers and that server is both CUCM and CUC so a problem with that server could mean outages for both voice and voicemail simultaneously. But, some smaller companies are OK with this given that they have less hardware to maintain and they save quite a bit of money on hardware/software upgrades as well.

I'll look to see what caveats are there when I have a moment later today OR if we're lucky, someone like Bill Bell, Rob Huffman, or Aaron Harrison might chime in and know the answer off-hand. The beauty of NetPro - plenty of resources.

Sound good?

Hailey

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

I was fairly confident that I knew the answer to your question but I don't like to hand out any wrong information.  Unfortunately, there is no migration path from 4x to a Business Edition.  You can export some data via BAT in 4x but it's not nearly as powerful as the import/export capabilities of 7x.  You could definitely get all the phone data but a lot would probably be rebuild for you.  So, that is unattractive - unless you would like the opportunity for a fresh start.  Sometimes, this is nice.  So, the other option would be to stick with your current architecture.  I, personally, would not use the 7816 servers - I'd stick with the 7825 but you're certainly not doing anything inherently wrong if you continue with the entry-level servers given the size of your deployment (I'm just providing my take on the situation - what is best for you may ultimately be the 7816 and that's OK).  I (and other engineers) just dont like the lack of redundancy on many fronts (unless that has changed, I rarely even look at the specs on the 781X series servers unless someone requested a lab build so I don't know the full details on them anymore).

Here is a quick link on the migration to BE thought: https://supportforums.cisco.com/message/2015999#2015999

Hailey

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

The CUCM BE probably won't be a good fit for this situation but I'm glad you mentioned it as I've never heard of that flavor of CUCM.  My company does all aspects of network support and deployment so I'm always bouncing between different technologies.

I agree with your thoughts on the 7816 and I would rather have the redundance inherent with the 7825 but cost is a factor for my client.  They're confortable with the redundancy given by the pub/sub setup.

This has been a very informative thread.  Thanks to everyone for their input.  Ratings given to all!

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Thanks man. Good luck and hit me or any of us up if you need

something. Always glad to help.

Hailey

Sent from my iPhone

On Apr 29, 2010, at 10:48 AM, gmgarrian

New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Another quick question regarding upgrading IPCC from 4.0(4) which I currently have to 4.0(5) so I can run the migration tools.

I've downloaded the 4.0(5) software which is in a .tar file format but it appears to be the full software and not specifically an upgrade package.

Is this what I need or should I keep digging until I find a specific upgrade version?

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

If you downloaded the file form Cisco.com then it is not the software you require to upgrade from 4.0(4) to 4.0(5).

Only SR are posted on the website, and with IPCC unlike call manager you can not download version updates.

In this case you need the 4.0(5) install disc, as per the previous message I recommend you speak to your account manager/sales rep as they would be able to help you out here.

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

If you are current on UCSS and ESW you may be able to order the

upgrade media you need (can't use th download for IPCC) via the

Product Upgrade Tool (PUT) on cisco.com using your CCO login or a

customer login.

Sent from myiPhone

On May 3, 2010, at 6:40 PM, hoahuynh

Hall of Fame Super Red

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Hi Greg,

Just one additional reference;

Review the following guidelines before you install or upgrade Cisco CRS:

• You will need Cisco CRS installation disks when you install, upgrade,
recover, restore, or uninstall Cisco CRS. If you have a valid Cisco service
software maintenance contract you can obtain the latest Cisco CRS media by
using the Cisco Product Upgrade Tool (PUT). Valid software maintenance
contracts can include Software Application Upgrade (SAU) or Software
Application Support with Upgrades (SASU) service contract, and Essential
Operate Services (EOS).

Cisco CRS 4.x to 4.0(5) Upgrade Overview

http://www.ciscosecure.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/installation/for_crs/405/crs405ig.pdf

Cheers!

Huff


Please support CSC Helps Haiti

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Thanks to everyone for all this information.  Seems like this is the only place I can get accurate information.

Right now I'm having problems getting the upgrade cds for the IPCC.  I have contacted my Cisco AM as suggested on this thread.  He told me to open a TAC case.  TAC told me to contact my AM or reseller.  I called the reseller and they directed me to www.cisco.com/upgrade.  After that I entered my contract number and these were my only options:

SW CallManager Upgrade To 4.3 For SASU/UCSS   
SW Upgrade CM 5.0/5.1 to 6.1 for SASU or UCSS
SW Upg CM3.3 to 4.2 to 6.1 for MCS781X, X206   
SW Upg CM3.3 to 4.2 to 6.1 for MCS7825, X306, DL320   
SW Upg CM3.3 to 4.2 to 6.1 for MCS7835, X3650, DL380   
SW UPG CM3.3 to 4.2 to 6.1 for MCS7845, X3650D, DL380D   
SW Upgrade CM 4.1/4.2 to 6.1 for SASU or UCSS   
SW Upgrade to 7.1 for SASU or UCSS   
SW Upgrade CM 6.0/6.1 to 7.12 for UCSS   
SW Upgrade to CUCM 8.0 for ESW/UCSS   
MCS Server Legacy OS (2000.2.4) Image Kit   
ICS System Software Release 2.6.2 on CD ROM   
Migration from Unity or Unity Cxn 1.x to Unity Cxn 2.x -   
Migration from Unity or Untiy Cxn 1.x to Unity Cxn 2.x   
Migration from Unity or Unity Cxn 1.x to Unity Cxn 2.x -   
Migration from Unity 4.x or later to Unity Cxn 7.x - Domino   
Migration from Unity 4.x or later to Unity Cxn 7.x   
Migration from Unity Cxn 2.x to Unity Cxn 7.x   
Migration from Unity Cxn 2.x to Unity Cxn 7.x - Domino   
Upgrade from Unity Cxn 7.x HA to Unity Cxn 8.x HA - Domino   
Upgrade from Unity Cxn 7.x HA to Unity Cxn 8.x HA   
Upg/Mig from Cxn 1.x/Unity4.x or later to Unity Cxn 8-Domino   
Upg/Mig from Unity Cxn 1.x/Unity 4.x or later to Unity Cxn 8   
Upgrade from Unity Cxn 2.x or later to Unity Connection 8.x   
Upgrade from Unity Cxn 2.x or later to Unity Cxn 8.x -Domino   
Unity 8.x SQL Upgrade to SQL 2005   
Unity 8.x Version Upgrade   
Upgrade from Unity Cxn 7.0 to Unity Cxn 7.1 - Domino

So now I have a number of concerns.  1. I'm getting really confused.  2. There are no IPCC options here so I have to contact my reseller to find out why.  3.  The CUCM/Unity options here only go to v 6.1 and I'll need to migrate the existing versions (4.x) to 7.1.

I'm reopening my case with TAC as well as chasing down my reseller to get the story.

I don't really have a question for this post, I guess it's just a plea for thoughts?

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Ok, I haven't looked at the upgrade matrix for all the versions but two points.  1) You're going with new servers so you'll get the media you need for most apps and only need the upgrade SKU's to get PAK codes for licensing. IPCC is different as you need an interim upgrade and you may need to order 2 upgrade SKU's for Unity Connection as well.  2) You will definitely need some assistance in garnering the proper IPCC media for the interim upgrade. 

Applicable SKU's I see are:

SW Upgrade to 7.1 for SASU or UCSS

Migration from Unity or Unity Cxn 1.x to Unity Cxn 2.x

Migration from Unity Cxn 2.x to Unity Cxn 7.x

In looking at what you  have available, it appears your support for IPCC may have lapsed but you'd need to check on that.

Hailey

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New Member

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

Which version of the Unity upgrade?  There are three flavors with the same product description:

UNCN2-LG-VUP-K9

UNCN2-MED-VUP-K9

UNCN2-SM-VUP-K9

These all have Migration from "Unity or Untiy Cxn 1.x to Unity Cxn  2.x" for the description.  I'm not sure what the differences between the small, medium, large represent.  I assume that similar to IPCC, I'll need to upgrade UCONn to 2.x in order to be able to migrate to 7.x?

As for CUCM,  SW Upgrade to 7.1 for SASU or UCSS...does this contain the migration tools in order to get from 4.x to 7.1?

Why isn't all this stuff covered in the cert exams?

Thanks again!

Re: CUCM/Unity Connection/IPCC Upgrade Advice Request

You'll need to upgrade from 1x to 2x first, I believe. Then 2x to 7x. Again, if you're getting new servers - the upgrade licensing is more superficial than anything else.

I'm not familiar with those SKU's but I believe if you have a 7835 - that would likely fall into the medium category (guessing).

The migration tools are free for the 4x to 7x upgrade. You can download them from CCO. You need DMA version 7.1. You'll want to order that SKU for license purposes, but again - new server will come pre-loaded with CUCM 7.1 (unless you order 8.0 which I'd recommend against right now).

Hailey

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