Most corporations today are focusing on upgrading their current contact center from version 4.05 or 4.5 to the current 7.0(1) version UCCX system. However, before performing any upgrades you must conduct a thorough inventory of the current system and most likely will have to coordinate the Unified Communications Manager upgrade as well.
1) Inventory the system
The first step of inventorying the current system is critical. You need to make sure you understand all applications that are being used by the current UCCX server. For instance, is the system using any specialized ODBC connections? was a web application created with a dedicated database for call center supervisors to close/open or suspend the call center? are there any changed service parameters that were incorporated affecting how current scripts are processing? Also, are the scripts running correctly? You don’t want to get blamed for something that was not functional before you begin.
2) Plan out the design
Is the current system using SQL Server or MSDE as it’s database operations? Is the customer planning to incorporate HVA with a two node solution? If the HVA solution is required, remember SQL Server 2000 or sometimes called the “Data Store” will have to be installed after installing the operating system and before installing UCCX server. Also, the version of UCCX is contingent on the Unified Communications Manager version. So both deployments or upgrades must be planned together.
3) Backup the current system
It is highly critical that you back up the current system before beginning any migration or upgrading process. This is done to protect the current UCCX system operations and gives you a fall back in case the migration or upgrade fails.
Now some may ask since I’m migrating my own system, do I really have to back up the system? Well, if you’re migrating from 4.05 to 7.01, a migration utility is installed on the old 4.05 UCCX system. If that causes problems with the system and you have to revert back, you are safe since you have a valid backup.
Also to migrate from 4.5 UCCX to 7.01 is done by using a backup tar file from the 4.5 version. So a backup is necessary if you want to migrate the system.
4) Clean-up after migration
After the migration process, you will need to add any special databases that were previously used on the UCCX local SQL Server. Likewise, ODBC configurations will have to be re-done manually, as well as any web applications running on the IIS server from the old system.
Also, you will now need to update all of the CSD (Supervisor Desktop) and CAD (Agent desktop) interfaces on all the workstations.
5) Test your upgrade
Now it’s time to test your solution. Bring in at least one supervisor and agent to fully test out all the scripts and the desktop utilities that were upgraded. You also may want to consider a “reactive script” for all the call center scripts just to ensure that there will be no failures when you walk out the door.
6) Back up the System
Lastly, backup the migrated UCCX system and setup a recurring schedule for future backups on behalf of the customer. For some reason, this is the most overlooked component of all UCCX deployments that I have experienced with most sites.
Author: Joe Parlas