Release Note

ManualsBrandsCisco ManualsContact CenterCisco Unified Contact Center Enterprise 10.5(2)

Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 7.5,

Hardware and System Software Specification

subsequent version updates beyond 7.1(x), either major or minor versions; subsequent versions require Windows Server

2003 or R2 as a prerequisite to their installation.

Although PGs are supported back two previous versions, to eliminate defects and add feature enhancements, the PGs

should be upgraded to the same version as the Central Controller. In addition, to minimize upgrade complications Cisco

recommends that all components be at the same version prior to performing the upgrade.

System CCE Caveat: After upgrading your Unified System Contact Center Central Controllers and Administration &

WebView Reporting servers, you must

upgrade your Agent/IVR Controller(s), and Outbound Controller (and

Multichannel Controller, if deployed) at your earliest convenience. Until that time, they will continue to function

properly, but might not be re-configurable from the Web Administration tool until upgrade is complete.

Hosted Note: Assure Central Site PGs are the first PGs to be upgraded. All other sites can be subsequently upgraded due

to the sheer volume of PGs that are involved.

An equally important consideration for hardware compatibility requirements are those derived from the Microsoft

operating system and system software (most notably Microsoft SQL Server). Note that the Unified ICM/Contact Center

solution requirements outlined in this document match and in some cases exceed similar requirements from Microsoft. For

example, while Microsoft SQL Server Enterprise Edition is not technically required (over SQL Server Standard Edition)

with a total of 4GB of physical memory and four or fewer processors, there are mission critical, high database load

scenarios where Enterprise Edition is suitable with the Unified ICM/Contact Center application. (Because Cisco performs

all SQL Server Enterprise Edition qualification on Windows Server 2003 Enterprise Edition, the latter is likewise required

whenever SQL Server Enterprise Edition is itself deployed.) Details are covered in

Section 7.1.2. In all cases, the

Microsoft operating system and SQL Server software Service Pack (SP) updates must be applied to meet the levels

specified herein. This is important for operational integrity as well as for security. Cisco tests extensively against

published service pack support levels, and each new Maintenance Release is tested against all relevant security updates.

Unified ICM/Contact Center Release 7.5 supports Microsoft SQL Server 2000 for a period of 90 days following an

upgrade to a 7.5 release. Customers must upgrade the SQL Server software to Microsoft SQL Server 2005 (including the

appropriate service pack as specified in Section 7.2) within this period, typically once the upgraded 7.5 deployment is

stabilized. Customer deployments running Microsoft SQL Server 2000 will not be supported beyond this transitional

period.

Important Note: Unified ICM/Contact Center Release 7.5(7) and later versions require Microsoft SQL 2005 with

SP3. Earlier releases only support Microsoft SQL 2005 with SP2.

Additional important upgrade information follows:

 A Unified ICM/Contact Center system is always upgraded from a prior release starting with the central controller

(Router and Logger) servers.

 Upgrades of duplexed systems are typically done one “side” at a time.

 As with a major release upgrade, Release 7.5(1) requires that the HDS systems be themselves upgraded to

coincide with the Logger to which they communicate.

 Since release 7.5(1) is a full media distribution release, once a server has been upgraded to 7.5(1), it cannot be

“rolled back”. Because of this, a full backup of the server prior to upgrade is a critical step in the upgrade

process.

 Peripheral Gateway (PG) nodes are typically the last servers to be upgraded; the 7.0(0) SR4 transitional upgrade

will support 4.6.2 PGs through the upgrade transition, but all PGs must be running a minimum of release 6.0(0)

for a fully supported system configuration on Release 7.5.

 Unified ICM Hosted and Unified CC Hosted customers can, as with prior major releases, upgrade their NAM and

CICM servers in either order to best suit their operational requirements. Also like prior releases, however, the

NAM-to-CICM protocol support inherent in the Hosted Edition software supports only a single major back-level

release.