Installation Guide

Note: Prior to executing a Common Ground upgrade, the Active Directory Domain Controller
and DNS functionality must be moved off of any ICM components. Refer to "Migrating
Active Directory and DNS to a Non-ICM Server" for additional information.
•
Logger, AWs, and HDS running SQL Server 2000 SP4.
•
CAD at Release 4.6 or 6.0 on Windows 2000 Server SP4 and MSDE 2000 SP3a.
•
CTI OS desktops at Version 4.7, 5.0, 5.1, or 6.0.
•
CEM, CCS, CMB at Version 5.0.
•
DCA at Version 2.1.
•
CCM at Version 3.3, 4.0, or 4. 1, with the compatible IP IVR or CVP (ISN) version as per
the Cisco IP Contact Center Enterprise Edition Software Compatibility Guide.
Note:
• CCM 3.3 is supported only during the upgrade period.
• Refer to the Cisco IP Contact Center Enterprise Edition Software Compatibility Guide
for the compatibility between the Cisco CallManager version and the IP IVR and/or
CVP version.
•
ACDs at a version compatible with ICM/IPCC 7.0(0).
Note: Refer to the Cisco ICM Software Supported Switches (ACDs) document for ACD
compatibility information.
•
Hardware meets specifications in the Cisco ICM/IPCC Enterprise and Hosted Edition
Hardware and System Software Specification (Bill of Materials) (http://www.cisco.com/
en/US/products/sw/custcosw/ps1001/products_user_guide_list.html). The hardware required
for both Technology Refresh and Common Ground upgrades is specified.
Note: If existing hardware is to be reused, verify that CPU and memory usage is below 50%
utilization prior to the upgrade. If CPU or memory usage is above 50%, or if new feature
usage or capacity increases (higher agent count, increased call rate, ECC increases) are
planned, then new hardware should be deployed.
•
Active Directory Environment must be created and configured for ICM/IPCC.
Note: Refer to the Active Directory Considerations for Upgrades (page 45) for detailed
upgrade information.
•
Windows firewall configuration scripts must be run to enable network connectivity.
•
ICM/IPCC Support Tools Server upgraded to Version 2.0.
Note: Refer to the Support Tools Considerations for Upgrades (page 45) for detailed upgrade
information.
•
Perform backup of existing servers and verify backups
Upgrade Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
18
Chapter 2: - Getting to the Baseline
Baseline Requirements