Installation Guide

Introduction to ICM/IPCC Upgrade
Upgrading a Cisco ICM/IPCC system involves numerous steps and the upgrade order of operation
is distinct. From your initial software load, you may need to upgrade the operating system, the
ICM/IPCC software (and options), the database software, and any required third party software.
Warning: In order to complete an upgrade successfully, the order of upgrade as defined
in this guide MUST be followed.
Warning: When upgrading a hosted system with multiple instances, you must upgrade
the instances in sequential order (as created).
ICM/IPCC Upgrade Overview
A full ICM/IPCC system is made up of several individual components or nodes which can be
geographically dispersed. In moderate to large systems, it is not possible to upgrade all ICM/IPCC
components in the same maintenance window. The ICM/IPCC upgrade process allows the full
system to be upgraded over multiple maintenance windows.
This upgrade process applies to both Cisco ICM/IP Contact Center Enterprise and Hosted
editions.
Note: Prior to upgrading a production system, you are encouraged to perform the upgrade on
a lab system which mirrors your production system.
Refer to Upgrade Procedures (page 53). Select the example that is most applicable to your
ICM/IPCC system. Refer to the Upgrade Checklists (page 151) section for the checklist associated
with the previously chosen example procedure. Modify the checklist to suit your specific
situation, then use the modified checklist as a guide and record of progress throughout the
upgrade process.
Upgrade Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Chapter 4