[cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2

Thu Sep 19 13:23:15 EDT 2013

All,
Thanks for all your comments and assistance to get this issue resolved.
We finally fixed the issue and are on our way to the upgrade, can you share your experiences, or any gotchas we need to be aware of before the upgrade. We have put together some sort of a plan, for the upgrade, please let me know if I am missing any vital step.
Upgrade Steps:

1. Run backup on UCCX server, copy wfavvid\scripts and wfavvid\prompts folder to a safe location.
2. Upgrade Windows OS to 2003.1.5a, then to 2003.1.5aSR10 on first node
3. Upgrade Windows OS to 2003.1.5a, then to 2003.1.5aSR10 on second node
4. Upgrade UCCX 5.0(2) to UCCX 7.0(2) on the first node
5. Upgrde UCCX 5.0(2) to UCCX 7.0(2) on the second node
6. Upgrade one or two CAD workstation and test contact center applications
7. Upgrade all CAD workstations and test contact center applications
8. Upgrade UCCX 7.0(2) to UCCX 7.0(2)ES3 on the first node
9. Upgrade UCCX 7.0(2) to UCCX 7.0(2)ES3 on the second node

Rollback Steps:

1. Install Windows OS 2003.1.2a and upgrade it to 2003.1.2aSR16 on both UCCX servers
2. Install UCCX 5.0(2) on the first node, restore the backup file on the first node
3. Install UCCX 5.0(2) on the second node, check HA status
4. Uninstall CAD on one or two worstations and install the old CAD from UCCX 5.0(2)

:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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From: Ryan LaFountain (rlafount) [mailto:rlafount at cisco.com]
Sent: Tuesday, August 20, 2013 7:36 AM
To: Grace Maximuangu; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

Hi Grace,

This sounds like two issues here. The first is that the workflow configuration went missing during the upgrade to 7.0(2). There have been a couple of issues around this, some known like those listed on page 27 in the link below and some unknown where we've never been able to get to the bottom of why workflow information wasn't retained after the upgrade.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf

The second issue seems to be that even after you've recreated the workflow, the screen pop doesn't work. Can you describe or send screenshots of what the workflow configuration is and what the agent is experiencing when it 'does not work'?

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com<mailto:rlafount at cisco.com>
Hours: M - F 9:00am - 5:00pm

From: Grace Maximuangu <Grace.Maximuangu at BlackBox.com<mailto:Grace.Maximuangu at BlackBox.com>>
Date: Monday, August 19, 2013 4:14 PM
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working

Please advice, the after the upgrade, workflows had to be manually added, but Screen Pop does not work, I just saw a post on Cisco UCCX forum, please has anyone ran into the issue and how did this get resolved. And any references on how to solve this issue would be highly appreciated

CAD is only capable of passing enterprise data to another application. It cannot perform database lookups on its own. Your options are:

1)    If it is browser-based, you can execute an HTTP POST or GET within the integrated browser.

2)    If the application will accept it, you can pass an IPC call (Inter-Process Communication) to it. This is a formatted UDP packet that CAD would send, typically on a loopback address, to a port the other application is listening on.

3)    If the action can be repeated with a consistent series of key strokes, you can call a macro to replay that key sequence, effectively paste the data into the correct field, and execute the search.

You can use the Cisco Desktop Administrator User Guide for CAD 6.6 for Unified CM<http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf> as documentation on how to setup workflows within CAD.

You will need to use Enterprise Data to pass the caller ID information (or anything else you want CAD to get). This has been covered on the forum many times. Here is one example to get you started:https://supportforums.cisco.com/message/1047577#1047577

Please see the post from Cisco forum

:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
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