Installation Guide

High Level ICM/IPCC 7.0 Upgrade Overview
Before you upgrade to ICM/IPCC 7.0(0), make sure your systems are in compliance with the
upgrade baseline requirements (page 17). If not, use the upgrade process as documented for
previous releases to get the system to the required baseline.
The following upgrade process overview outlines the high level steps to upgrade a complex,
multi-media, ICM/IPCC system.
Figure 1: Upgrading a Complex, Multi-media, ICM/IPCC System
High Level Upgrade Overview
1. Bring the system to the pre-upgrade baseline (page 17).
2. Perform a system backup.
3. Setup the new hardware and the Active Directory environment.
4. Upgrade the Side A Central Controller .
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).
5. Verify Side A operation, then bring Side A into service.
6. Upgrade the Side B Central Controller(CallRouter (page 91), Logger (page 85), Distributor
AW and HDS (page 67), WebView Server (page 84), NICs).
The following steps can be performed in any order.
7. Upgrade the Client Administrator Workstations.
8. Upgrade the Peripheral Gateways and associated Outbound Option dialers (must be
upgraded at the same time as the Campaign Manager), and the CTI OS Servers.
9. No upgrade is required for the CIS components (CEM, CCS, CMB, DCA).
10. Upgrade the CTI OS desktops.
11. Upgrade the CAD Server and Desktops (must be done together).
12. Install Infomaker (for custom reports) on a dedicated server.
13. For Common Ground upgrades, upgrade the Windows operating system to Windows 2003.
Upgrade Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Chapter 4: - Introduction to ICM/IPCC Upgrade
ICM/IPCC Upgrade Overview