[cisco-voip] IPCC Express upgrades 4.x to 5.x 6.x or 7.x

Wed Oct 22 21:46:28 EDT 2008

Unfortunately not. It's a rather complex application that pulls information from our CRM and calls customers reminding them of appointments or orders that have come in, etc., etc. and then records the results of the call back into the CRM
I wish it were so darn simple...
-Matthew

From: Voice Noob [mailto:voicenoob at gmail.com]
Sent: Wednesday, October 22, 2008 9:40 PM
To: Matthew Loraditch
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Express upgrades 4.x to 5.x 6.x or 7.x

Why don't you take a step back and find out WHY you are using UCCX for this? I would bet you can accomplish your IVR functions using Unity and get rid of UCCX. One less system to maintain.
On Wed, Oct 22, 2008 at 8:01 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:

Is there a guide anywhere for any of this?

I am at CM 4.2 and UCCX 4.0.4 and want to go to CCM 6.1.2 and I guess UCCX 7 so that I don't have to do this crazy work again when I go to CCM 7.

All I use UCCX for is IVR and only have 3 scripts so  I am hoping it won't be as onerous as others have to do but wow it sounds crazy.

Thanks!

-Matthew

From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto:cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>] On Behalf Of Voice Noob
Sent: Wednesday, October 22, 2008 4:32 PM
To: Ed Leatherman

Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] IPCC Express upgrades 4.x to 5.x 6.x or 7.x

UCCX 7.0 works with CUCM 6.x and 7.x

On Wed, Oct 22, 2008 at 2:57 PM, Ed Leatherman <ealeatherman at gmail.com<mailto:ealeatherman at gmail.com>> wrote:

We have the "High availability" feature so what we did was take down the secondary node, and rebuilt on that hardware. This worked well for us.

You also need to be careful of your call manager versions, we had to upgrade that at the same time which increased our downtime quite a bit. I can't remember if there is a version of UCCX that works with both CUCM 4 and 5/6/7.

On Wed, Oct 22, 2008 at 3:38 PM, Micah Bennett <mbennett at als-xtn.com<mailto:mbennett at als-xtn.com>> wrote:

Thanks Adam.  That is great great news.......What a huge P I T A!!!!!!!!

We have 120 agents, 60+ CSQs, 60+ Skills, 90+ application triggers.  No plans for a rebuild (upgrade) any time soon, but at least I know what to plan for.

I know one thing I can plan on when the time comes is for my executives to be yelling and wondering why they didn't get avaya.

Micah

From: adam.blomfield at gmail.com<mailto:adam.blomfield at gmail.com> [mailto:adam.blomfield at gmail.com<mailto:adam.blomfield at gmail.com>] On Behalf Of Adam
Sent: Wednesday, October 22, 2008 2:32 PM
To: Micah Bennett
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] IPCC Express upgrades 4.x to 5.x 6.x or 7.x

There is no upgrade path for UCCX. The only things you can migrate are  your scripts (if they convert correctly) and your prompts. The "upgrade" process is a complete system rebuild. The OS changes from 2000 to 2003, so you have to format the box and start over or, as you suggested, use new hardware. Once that is done you have to reconfigure agents "IPCC Extension" (formerly known as ICD extension). You also have to reconfigure all agents, skills, skill assignments, resource groups and CSQs in UCCX, along with your port groups, triggers and applications. As you can see screenshots are going to be your best friend. This is hardly a process that can be called an "upgrade".

-Adam

On Wed, Oct 22, 2008 at 2:07 PM, Micah Bennett <mbennett at als-xtn.com<mailto:mbennett at als-xtn.com>> wrote:

Hello all

Just doing a little research on the upgrade options for our system.

I have the compatibility matrix for both call manager and ipcc express.

The call manager matrix shows the support to and from upgrade paths using the DMA tool or direct upgrade.

I know that it is mostly a new install because of moving form windows/sql to linux/Informix.  The DMA tool just helps bring over your data so its not a 100% scratch rebuild.

What about the IPCC versions.  The matrix does not seem to show the same to and from data.

It looks like the IPCC express systems continue to use Windows for their OS.  Is this correct?

Does anyone have a link to any document that shows the supported and tested upgrades from one IPCX version to another?

For the group members that have done a full system upgrade, did you upgrade a live system or purchase new hardware to put the upgrade on.  I would assume that using new hardware is the best way to have the least impact on a working system.  I imagine that a full upgrade of all systems is going to take a few days, and not a few hours in the maintenance window.  We have to be especially careful because we are a 24x7x365 call center.

Thanks

Micah Bennett

Telecommunications Admin

Automated License Systems

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--
Ed Leatherman
Assistant Director, Voice Services
West Virginia University
Telecommunications and Network Operations

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