Cisco Unified Communications Operating System Administration
Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 9.0(1)
First Published: July 06, 2012
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CONTENTS
Preface
Preface vii
Purpose vii
Audience vii
Organization vii
Related documentation viii
Conventions viii
Documentation and service requests x
Glossary x
CHAPTER 1
Introduction 1
Overview 1
Browser requirements 2
Operating system component status 2
Operating system settings 2
Operating system security options 3
Application Software Upgrades 3
Services 3
Command line interface 4
CHAPTER 2
Cisco Unified Communications Operating System Administration 5
Login to Cisco Unified Communications Operating System 5
Reset administrator or security password 6
CHAPTER 3
Status and configuration 9
View Cluster Node Information 9
View Hardware Status 10
Display network status 10
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Verify Installed Software 11
View System Status 12
Display registered ports 13
CHAPTER 4
Settings 15
IP and port settings 15
Change IP settings 16
View Publisher IP Settings 16
Configure NTP servers 16
Set SMTP settings 17
Set Time 17
CHAPTER 5
System restart 19
Switch versions and restart 19
Restart current version 19
Shut down system 20
20
CHAPTER 6
Security 23
Set Internet Explorer security settings 23
Certificate Management menu 24
Display certificates 24
Download certificate 24
Delete certificate 24
Regenerate certificate 25
Upload Certificate to Server 26
Upload Certificate or Certificate Chain 26
Directory Trust Certificate 26
Obtain third-party CA certificates 27
Generate Certificate Signing Request 27
Download Certificate Signing Request 28
Application Certificates 28
Monitor certificate expiration dates 29
IPSec Management 29
Set up new IPSec policy 30
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Manage IPSec policies 32
Bulk Certificate Management 33
Single sign on 33
CHAPTER 7
Software upgrades 35
Unified CCX Upgrade and Roll Back 36
Unified CCX Upgrade Types 36
Important Considerations for Upgrade 37
Preupgrade Tasks 38
Unified CCX Upgrade Scenarios 38
COP File 41
Apply COP File 42
Upgrade Unified CCX Using Web Interface 42
Upgrade Unified CCX Using CLI 43
Check and Perform Switch Version 43
Verify Version of Unified CCX 44
Verify Status of Services 45
Verify Unified CCX Database Replication 45
Verify Cisco Database Replication 46
Upgrade Desktop Clients 46
Upgrade Unified CCX Clients 47
Important Considerations for Rollback 47
Roll Back Upgrade for Single Node Setup 48
Roll Back Upgrade for HA Setup 48
Reset Database Replication after Rollback 48
Roll Back Desktop Clients 49
Roll Back Unified CCX Clients 49
Impact on Historical Reporting Users After Roll Back 50
TFTP File Management 50
Set up customized log-on message 50
CHAPTER 8
Utility Functions 51
Ping 51
Remote Account Support 52
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Preface
• Purpose, page vii
• Audience, page vii
• Organization, page vii
• Related documentation, page viii
• Conventions, page viii
• Documentation and service requests, page x
• Glossary, page x
Purpose
This document provides information about using the Cisco Unified Communications Operating System
graphical user interface (GUI) from the Cisco Unified CCX Administration menu bar.
For information about the command line interface (CLI), which can be used to perform many common systemand network-related tasks, see the Command Line Interface Reference Guide for Cisco Unified Contact Center
Express and Cisco Unified IP IVR, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/
prod_installation_guides_list.html and see the Command Line Interface Guide for Cisco Unified
Communications Solutions, located at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_
maintenance_guides_list.html.
Audience
This document provides information for network administrators who are responsible for managing and
supporting the Cisco Unified Communications Operating System in Cisco Unified CCX (Unified CCX).
Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer,
the operating system features. This guide requires knowledge of telephony and IP networking technology.
Organization
The following table shows how this guide is organized:
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Preface
Related documentation
Chapter
Description
Introduction, on page 1
This chapter provides an overview of the functions that are available through
the Cisco Unified Communications Operating System.
Cisco Unified
This chapter provides procedures for logging in to the Cisco Unified
Communications Operating Communications Operating System and for recovering a lost Administrator
System Administration, on password.
page 5
Status and configuration, on This chapter provides procedures for displaying operating system status and
page 9
configuration settings.
Settings, on page 15
This chapter provides procedures for viewing and changing the Ethernet
settings, IP settings, and NTP settings.
System restart, on page 19
This chapter provides procedures for restarting and shutting down the system.
Security, on page 23
This chapter provides procedures for certificate management and for IPSec
management.
Application software
upgrades
This section provides information on software upgrades.
Utility Functions, on page
51
This chapter provides procedures for using the utilities that the operating
system provides, including ping and remote support.
Related documentation
For further information about related Cisco IP telephony applications and products, see the Cisco Unified
Communications Manager Documentation Guide for your release at:
http://cisco.com/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list.html
To install Cisco CAD on Unified CCX, see the Cisco CAD Installation Guide, available here:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/installation/
guide/cad90ccxig.pdf
Conventions
This document uses the following conventions:
Convention
Description
boldface font
Commands and keywords are in boldface.
italic font
Arguments for which you supply values are in italics.
[]
Elements in square brackets are optional.
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Preface
Conventions
Convention
Description
{x|y|z}
Alternative keywords are grouped in braces and separated by vertical bars.
[x|y|z]
Optional alternative keywords are grouped in brackets and separated by vertical
bars.
string
A nonquoted set of characters. Do not use quotation marks around the string or the
string includes the quotation marks.
screen font
Terminal sessions and information the system displays are in screen font.
boldface screen Information you must enter is in boldface screen font.
font
Italic screen
font
Information you must enter is in Italic screen font.
This pointer highlights an important line of text in an example.
^
The symbol ^ represents the key labeled Control—for example, the key combination
^D in a screen display means hold down the Control key while you press the D
key.
<>
Nonprinting characters, such as passwords, are in angle brackets.
Notes use the following conventions:
Note
Means reader take note. Notes contain helpful suggestions or references to material not covered in the
publication.
Timesavers use the following conventions:
[other]
Timesaver
Means the described action saves time. You can save time by performing the action described in the
paragraph.
Tips use the following conventions:
Tip
Means the information contains useful tips.
Cautions use the following conventions:
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Preface
Documentation and service requests
Caution
Means reader be careful. In this situation, you might do something that could result in equipment damage
or loss of data.
Warnings use the following conventions:
Warning
This warning symbol means danger. You are in a situation that could cause bodily injury. Before you
work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar
with standard practices for preventing accidents.
Documentation and service requests
For information on obtaining documentation, obtaining support, providing documentation feedback, security
guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco
Product Documentation, which also lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Glossary
For a complete list of terms used in Unified CCX and Unified IP IVR, see http://www.cisco.com/en/US/
products/sw/custcosw/ps1846/prod_technical_reference_list.html.
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1
Introduction
Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications
family of products, manages customer voice contact centers for departments, branches, or small to medium-size
companies planning to deploy an entry-level or mid-market contact center solution.
Cisco Unified Operating System Administration web interface in Unified CCX allows you to configure and
manage the Cisco Unified Communications Operating System.
• Overview, page 1
• Browser requirements, page 2
• Operating system component status, page 2
• Operating system settings, page 2
• Operating system security options, page 3
• Application Software Upgrades, page 3
• Services, page 3
• Command line interface, page 4
Overview
For Unified CCX, you can perform many common system administration functions through the Cisco Unified
Communications Operating System. Administration tasks include the following examples:
• Check software and hardware status.
• Check and update IP addresses.
• Ping other network devices.
• Manage NTP servers.
• Upgrade system software and options.
• Manage server security, including IPSec and certificates
• Manage remote support accounts
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Browser requirements
• Restart the system.
The following sections describe each operating system function in more detail.
Browser requirements
You can access Cisco Unified Communications Operating System using the following browsers:
• Microsoft Internet Explorer Version 7.0 or 8.0
• Mozilla Firefox Version 2.0, 3.0, or 3.5
Note
If you are using Microsoft Internet Explorer Version 7.0 or higher, or Mozilla Firefox Version 2.0, 3.0,
or 3.5 browser, verify that the popup blocker is disabled.
Ensure the URL of the Cisco Unified Communications Operating System server (https://servername)
is included in the browser “Trusted Site Zone” or the “Local Intranet Site Zone” for all product features to
work correctly.
Operating system component status
From the Show menu, you can check the status of various operating system components, including:
• Cluster and node
• Hardware
• Network
• System
• Installed software and options
• IP Preferences
Operating system settings
From the Settings menu, you can view and update the following operating system settings:
• IP—Updates the IP addresses that were entered when the application was installed.
• NTP Server settings—Configures the IP addresses of an external NTP server; add or delete an NTP
server.
• SMTP settings—Configures the SMTP host that the operating system uses to send e-mail noticiations.
From the Settings > Version window, you can choose from the following options for restarting or shutting
down the system:
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Operating system security options
• Switch Versions—Switches the active and inactive disk partitions and restarts the system. You normally
choose this option after the inactive partition has been updated and you want to start running a newer
software version.
• Current Version—Restarts the system without switching partitions.
• Shutdown System—Stops all running software and shuts down the server.
Note
This command does not power down the server. To power down the server, press the
power button.
Operating system security options
Use the operating system security options to manage security certificates and Secure Internet Protocol (IPSec).
From the Security menu, you can choose the following security options:
Certificate Management
Manages certificates and Certificate Signing Requests (CSR). You can display,
upload, download, delete, and regenerate certificates. Through Certificate
Management, you can also monitor the expiration dates of the certificates on
the server.
IPSEC Management
Displays or updates existing IPSEC policies; sets up new IPSEC policies and
associations.
Application Software Upgrades
Use the software upgrade options to upgrade the application software or apply patch files.
From the Install/Upgrade menu option, you can upgrade system software from either a local disc or a remote
server. The upgraded software is installed on the inactive partition, and you can then restart the system and
switch partitions, so the system starts running on the newer software version.
Note
You must perform all software installations and upgrades by using the software upgrades features that are
included in the Cisco Unified Communications Operating System GUI and command line interface. The
system can upload and process only software that Cisco Systems approved. You cannot install or use
third-party or Windows-based software applications that you may have been using with a previous version
of Unified CCX.
Services
The application provides the following operating system utilities:
• Ping—Checks connectivity with other network devices.
• Remote Support—Configures an account that Cisco support personnel can use to access the system.
This account automatically expires after the number of days that you specify.
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Command line interface
Command line interface
You can access a command-line interface from the console or through a secure shell connection to the server.
For more information, see the Command Line Interface Reference Guide for Cisco Unified Contact Center
Express and Cisco Unified IP IVR, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/
prod_installation_guides_list.html and see the Command Line Interface Guide for Cisco Unified
Communications Solutions, located at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_
maintenance_guides_list.html.
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2
Cisco Unified Communications Operating System
Administration
This chapter describes the procedure for accessing the Cisco Unified Communications Operating System
Administration. This chapter also provides procedures for resetting a lost password.
• Login to Cisco Unified Communications Operating System, page 5
• Reset administrator or security password, page 6
Login to Cisco Unified Communications Operating System
To access and login to Cisco Unified Communications Operating System from Unified CCX, follow this
procedure:
Note
Do not use the browser controls (for example, the Back button) while you are using Cisco Unified
Communications Operating System Administration.
Procedure
Step 1
Step 2
Log in to Unified CCX Application Administration web interface.
From the Navigation menu in the upper-right corner of the Unified CCX Application Administration web
interface, choose Cisco Unified OS Administration and click Go.
The Cisco Unified Communications Operating System Administration Logon web page appears.
Note
You can also access Cisco Unified Communications Operating System Administration directly by
entering the following URL:
https://<servername>/cmplatform
Step 3
Step 4
Enter your platform user credentials as configured during installation of Unified CCX.
Note
The platform username and password get established during installation or created by using the
command line interface.
Click Submit.
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Reset administrator or security password
The Cisco Unified Communications Operating System Administration window appears.
Reset administrator or security password
If you lose the administrator password or security password, use the following procedure to reset the passwords.
Caution
The security password on all nodes in a cluster must match. Change the security password on all machines,
or the cluster nodes cannot communicate.
Caution
You must reset each server in a cluster after you change its security password. Failure to reboot the servers
(nodes) causes system service problems and problems with the Cisco Unified Communications Manager
Administration windows on the subscriber servers.
Note
During this procedure, you must remove and then insert a valid CD or DVD in the disk drive to prove that
you have physical access to the system.
Before You Begin
To perform the password reset process, you must be connected to the system through the system console, that
is, you must have a keyboard and monitor connected to the server. You cannot reset a password when connected
to the system through a secure shell session.
Procedure
Step 1
Log in to the system with the following username and password:
a) Username: pwrecovery
b) Password: pwreset
The Welcome to platform password reset window appears.
Step 2
Step 3
Step 4
Press any key to continue.
If you have a CD or DVD in the disk drive, remove it now.
Press any key to continue.
The system tests to ensure that you have removed the CD or DVD from the disk drive.
Step 5
Insert a valid CD or DVD into the disk drive. For this test, you must use a data CD, not a music CD. The
system tests to ensure that you inserted the disk.
After the system verifies that you have inserted the disk, you are prompted to enter one of the following
options to continue:
Step 6
• Enter a to reset the administrator password.
• Enter s to reset the security password.
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Reset administrator or security password
• Enter q to quit.
Step 7
Step 8
Step 9
Enter a new password of the type that you chose.
Reenter the new password.
The password must contain at least 6 characters. The system checks the new password for strength. If the
password does not pass the strength check, you are prompted to enter a new password.
After the system verifies the strength of the new password, the password is reset, and you are prompted to
press any key to exit the password reset utility.
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Status and configuration
• View Cluster Node Information, page 9
• View Hardware Status, page 10
• Display network status, page 10
• Verify Installed Software, page 11
• View System Status, page 12
• Display registered ports, page 13
View Cluster Node Information
To view information on the nodes in the cluster, follow this procedure:
Procedure
From the Cisco Unified Communications Operating System Administration window navigate to Show >
Cluster.
The following table contains descriptions of the fields on the Cluster window.
Table 1: Cluster Nodes Field Descriptions
Field
Description
Hostname
Displays the complete host name of the server.
IP Address
Displays the IP address of the server.
Alias
Displays the alias name of the server, when defined.
Type of Node Indicates whether the server is a publisher node or a subscriber node.
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View Hardware Status
View Hardware Status
To view the hardware status, follow this procedure:
Procedure
From the Cisco Unified Communications Operating System Administration window, navigate to Show >
Hardware.
The following table contains descriptions of the fields on the Hardware status window.
Table 2: Hardware Status Field Descriptions
Field
Description
Platform Type Displays the model identity of the platform server.
Serial Number Displays the serial number of the platform server.
Processor
Speed
Displays the processor speed.
CPU Type
Displays the type of processor in the platform server.
Memory
Displays the total amount of memory in MB.
Object ID
Displays the object ID.
OS Version
Displays the operating system version.
RAID Details Displays details about the RAID drive, including controller information, logical drive
information, and physical device information.
Display network status
The network status information that appears depends on if Network Fault Tolerance is enabled. When Network
Fault Tolerance is enabled, Ethernet port 1 automatically takes over network communications if Ethernet port
0 fails. If Network Fault Tolerance is enabled, network status information appears for the network ports
Ethernet 0, Ethernet 1, and Bond 0. If Network Fault Tolerance is not enabled, status information appears
only for Ethernet 0.
To view the network status, follow this procedure:
Procedure
From the Cisco Unified Communications Operating System Administration window, navigate to Show >
Network.
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Verify Installed Software
The following table contains descriptions of the fields on the Network Settings window.
Table 3: Network settings field descriptions
Field
Description
Ethernet Details
DHCP
Disabled for Unified CCX.
Status
Indicates whether the port is Up or Down for Ethernet ports 0 and 1.
IP Address
Shows the IP address of Ethernet port 0 [and Ethernet port 1 if Network Fault Tolerance
(NFT) is enabled].
IP Mask
Shows the IP mask of Ethernet port 0 (and Ethernet port 1 if NFT is enabled).
Link Detected
Indicates whether an active link exists.
Queue Length
Displays the length of the queue.
MTU
Displays the maximum transmission unit.
MAC Address
Displays the hardware address of the port.
License MAC
Displays the license MAC.
Receive Statistics Displays information on received bytes, packets, and errors, as well as dropped and
(RX)
overrun statistics.
Transmit Statistics Displays information on transmitted bytes, packets, and errors, as well as dropped,
(TX)
carrier, and collision statistics.
DNS Details
Primary
Displays the IP address of the primary domain name server.
Secondary
Displays the IP address of the secondary domain name server.
Options
Displays the configured DNS options.
Domain
Displays the domain of the server.
Gateway
Displays the IP address of the network gateway on Ethernet port 0.
Verify Installed Software
To view the software versions and installed software options, follow this procedure:
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Procedure
From the Cisco Unified Communications Operating System Administration window, navigate to Show >
Software.
The following table contains descriptions of the fields in the Software Packages window.
Table 4: Software Packages Field Descriptions
Field
Description
Partition Versions
Displays the software version that is running on the active and inactive
partitions.
Installed Software Options
Active Version Installed
Software Options
Displays the versions of installed software options, including Cisco
Options Package (COP) patch files that are installed on the active version.
Inactive Version Installed
Software Options
Displays the versions of installed software options, including COP patch
files that are installed on the inactive version.
View System Status
To view the system status, follow this procedure:
Procedure
From the Cisco Unified Communications Operating System Administration window, navigate to Show >
System.
See the following table for descriptions of the fields on the System Status window.
Table 5: System Status Field Descriptions
Field
Description
Host Name
Displays the name of the Cisco MCS host where Cisco Unified Communications
Operating System is installed.
Date
Displays the date and time based on the continent and region that were specified during
operating system installation.
Time Zone
Displays the time zone that was chosen during installation.
Locale
Displays the language that was chosen during operating system installation.
Product Version
Displays the operating system version.
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Field
Description
Platform Version
Displays the platform version.
License MAC
Displays the license MAC.
Uptime
Displays system uptime information.
CPU
Displays the percentage of CPU capacity that is idle, the percentage that is running
system processes, and the percentage that is running user processes.
Memory
Displays information about memory usage, including the amount of total memory,
free memory, and used memory in KBytes.
Disk/active
Displays the amount of total, free, and used disk space on the active disk.
Disk/inactive
Displays the amount of total, free, and used disk space on the inactive disk.
Disk/logging
Displays the amount of total, free, and disk space that is used for disk logging.
Display registered ports
You can use the IP Preferences window to display a list of registered ports that the system can use. The IP
Preferences window contains the following information:
• Application
• Protocol
• Port Number
• Type
• Translated Port
• Status
• Description
To access the IP Preferences window, follow this procedure.
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, choose Show >
IP Preferences.
The IP Preferences window appears. Records from an active (prior) query may also appear in the window.
Step 2
Step 3
To find all records in the database, ensure the dialog box is empty and go to Step 4.
To filter or search records, do the following:
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Display registered ports
Step 4
a) From the first drop-down list box, select a search parameter.
b) From the second drop-down list box, select a search pattern.
c) Specify the appropriate search text, if applicable.
Note
To add additional search criteria, click the + button. When you add criteria, the system searches for
a record that matches all criteria that you specify. To remove criteria, click the – button to remove
the last added criterion or click the Clear Filter button to remove all added search criteria.
Click Find.
All matching records appear. You can change the number of items that appear on each page by choosing a
different value from the Rows per Page drop-down list box.
The following table contains descriptions of the IP Preferences fields.
Table 6: IP preferences field descriptions
Field
Description
Application
Name of the application using (listening on) the port.
Protocol
Protocol used on this port (TCP, UDP).
Port Number
Numeric port number.
Type
Type of traffic allowed on this port:
• Public—All traffic allowed
• Translated—All traffic allowed but forwarded
to a different port
• Private—Traffic only allowed from a defined
set of remote servers, for example, other nodes
in the cluster
Translated Port
Traffic destined for this port is forwarded to the port
listed in the Port Number column. This field applies
to Translated type ports only.
Status
Status of port usage:
• Enabled—In use by the application and opened
by the firewall
• Disabled—Blocked by the firewall and not in
use
Description
Brief description of how the port is used.
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Settings
Use the Settings options to display and change IP settings, host settings, and Network Time Protocol (NTP)
settings.
Caution
Modifying system parameters such as Time zone, Network Time Protocol (NTP), NIC speed, IP Address,
IP Mask, Gateway Address, Primary DNS, SMTP server, and Certificate Information (Organization, Unit,
Location, State, Country) can change the License MAC thereby invalidating current License files. You
must acquire rehosted license files (with new License MAC) in such cases within 30-day grace period, or
the system stops working.
• IP and port settings, page 15
• Configure NTP servers, page 16
• Set SMTP settings, page 17
• Set Time, page 17
IP and port settings
Use the IP Settings option to view and change IP and port setting for the Ethernet connection on the subsequent
node and configure the IP address of the publisher.
This section contains the following topics:
• Change IP settings, on page 16
• View Publisher IP Settings, on page 16
Note
Update the values in the fields only if you are changing the IP address. Host name change is not supported
in Unified CCX 9.0(x). For detailed instructions about changing the IP address of servers in a cluster, see
the Cisco Unified CCX Administration Guide.
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Settings
Change IP settings
Change IP settings
Use the IP Settings window to change or view the related Ethernet IP addresses, as well as the IP address for
the network gateway.
All Ethernet settings apply to ethernet interface Eth0 or Eth1. You cannot configure any settings for Eth1.
The Maximum Transmission Unit (MTU) on Eth0 defaults to 1500.
For detailed instructions about changing the IP address of servers in a cluster, see the Cisco Unified CCX
Administration Guide, available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_
list.html
View Publisher IP Settings
You can view the IP address of the first node or publisher for the node on the subsequent node.
Note
Update the values in the fields only if you are changing the IP address. For detailed instructions about
changing the IP address of servers in a cluster, see the Cisco Unified CCX Administration Guide.
To view the publisher IP settings, follow this procedure:
Procedure
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
IP > Publisher.
The Publisher Settings window appears.
Note
You can view the publisher IP address only on the subsequent node of the cluster, not on the publisher
itself.
Configure NTP servers
Ensure that external NTP servers are stratum 9 or higher (1-9). To add, delete, or modify an external NTP
server, follow this procedure:
Note
You can only configure the NTP server settings on the first node or publisher.
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
NTP Servers.
The NTP Server Settings window appears.
Step 2
Add, delete, or modify an NTP server:
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Settings
Set SMTP settings
Note
To avoid potential compatibility, accuracy, and network jitter problems, the external NTP servers
that you specify for the primary node must be NTP v4 (version 4). If you are using IPv6 addressing,
external NTP servers must be NTP v4.
• To delete an NTP server, select the check box in front of the appropriate server, and then click Delete.
• To add an NTP server, click Add, enter the hostname or IP address, and then click Save.
• To modify an NTP server, click the IP address, modify the hostname or IP address, and then click Save.
Any change that you make to the NTP servers can take up to 5 minutes to complete. Whenever you
make any change to the NTP servers, you must refresh the window to view the correct status.
To refresh the NTP Server Settings window and view the correct status, choose Settings > NTP. After
deleting, modifying, or adding the NTP server, you must restart the other node in the cluster for the changes
to take effect.
Note
Step 3
Set SMTP settings
Use the SMTP Settings window to view or set the SMTP hostname and determine if the SMTP host is active.
Tip
If you want the system to send you e-mail, you must configure an SMTP host.
To access the SMTP settings, follow this procedure:
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
SMTP.
The SMTP Settings window appears.
Step 2
Step 3
Enter or modify the SMTP hostname or IP address.
Click Save.
Set Time
To manually configure the time, follow this procedure:
Note
The time cannot be set if NTP is currently enabled. Before you can manually configure the server time,
you must delete any NTP servers that you configured.
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Settings
Set Time
Caution
If you enter a time that is before the time when Unified CCX was installed on the server, the digital
certificates that the server uses for security become invalid, causing the webserver (Tomcat) to stop
working. If this happens, you must regenerate the certificates.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
Time.
Enter the date and time for the system.
Click Save.
On a Unified CCX server, if you changed the date or if you changed the time by more than two minutes, use
the CLI command utils system restart to restart the server.
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CHAPTER
5
System restart
• Switch versions and restart, page 19
• Restart current version, page 19
• Shut down system, page 20
Switch versions and restart
You can use this option both when you are upgrading to a newer software version, and when you need to fall
back to an earlier software version. To shut down the system that is running on the active disk partition and
then automatically restart the system by using the software version on the inactive partition, follow this
procedure:
Caution
This procedure causes the system to restart and become temporarily out of service.
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
Version.
The Version Settings window appears, showing the software version on both the active and inactive partitions.
Step 2
Click Switch Versions to switch versions and restart. Click Cancel to stop the operation.
If you click Switch Versions, the system restarts, and the partition that is inactive becomes active.
Restart current version
To restart the system on the current partition without switching versions, follow this procedure:
Caution
This procedure causes the system to restart and become temporarily out of service.
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System restart
Shut down system
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
Version.
The Version Settings window appears, showing the software version on both the active and inactive partitions.
Step 2
Click Restart to restart the system, or click Cancel to stop the operation.
If you click Restart, the system restarts on the current partition without switching versions.
Shut down system
Caution
Do not press the power button on the server to shut down the server or to reboot the server. If you do, you
may accidentally corrupt the file system, which may prevent you from future server reboots.
Caution
This procedure causes the system to shut down.
Procedure
Step 1
Step 2
If you are shutting down the system from the command line interface, go to step 4. Otherwise, go to Step 2.
From the Cisco Unified Communications Operating System Administration window, navigate to Settings >
Version.
The Version Settings window appears, showing the software version on both the active and inactive partitions.
Step 3
Click Shutdown to shut down the system, or click Cancel to stop the operation.
If you click Shutdown, the system halts all processes and shuts down.
Note
Step 4
The hardware may require several minutes to power down.
Enter the command utils system shutdown or the command utils system restart.
For more information about CLI commands, see the Command Line Interface Reference Guide for Cisco
Unified Contact Center Express and Cisco Unified IP IVR, located at http://www.cisco.com/en/US/products/
sw/custcosw/ps1846/prod_installation_guides_list.html.
When the user initiates a switch version, system restart, or system shutdown from the Cisco Unified OS
Administration web interface, the operation fails in the following scenarios:
• if the system detects that a switch version is in progress
• if the system detects that a previous switch version was abruptly terminated
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System restart
Note
A switch version operation is abruptly terminated if a power reset or hard reboot is done on the Unified
CCX system when it is in progress.
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System restart
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CHAPTER
6
Security
This chapter describes Certificate Management and IPSec Management and provides procedures for managing
system security.
• Set Internet Explorer security settings, page 23
• Certificate Management menu, page 24
• IPSec Management, page 29
• Bulk Certificate Management, page 33
• Single sign on, page 33
Set Internet Explorer security settings
To download certificates from the server, ensure your Internet Explorer security settings are configured as
follows:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Start Internet Explorer.
Navigate to Tools > Internet Option.
Click the Advanced tab.
Scroll down to the Security section on the Advanced tab.
If necessary, clear the Do not save encrypted pages to disk check box.
Click OK.
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Certificate Management menu
Certificate Management menu
Note
To access the Security menu items, you must log in to Cisco Unified Communications Operating System
Administration using your administrator password.
Display certificates
To display existing certificates, follow this procedure:
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Step 3
You can use the Find controls to filter the certificate list.
To view details of a certificate or trust store, click its file name.
The Certificate Configuration window shows information about the certificate.
Step 4
To return to the Certificate List window, select Back To Find/List in the Related Links list; then, click Go.
Download certificate
To download a certificate from the Cisco Unified Communications Operating System to your PC, follow this
procedure:
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Step 3
You can use the Find controls to filter the certificate list.
Click the file name of the certificate.
The Certificate Configuration window appears.
Step 4
Step 5
Click Download.
In the File Download dialog box, click Save.
Delete certificate
To delete a trusted certificate, follow this procedure:
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Regenerate certificate
Caution
Deleting a certificate can affect your system operations. Any existing CSR for the certificate that you
choose from the Certificate list is deleted from the system. You must generate a new CSR.
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Step 3
You can use the Find controls to filter the certificate list.
Click the file name of the certificate.
The Certificate Configuration window appears.
Step 4
Click Delete.
Regenerate certificate, on page 25
Regenerate certificate
To regenerate a certificate, follow this procedure:
Caution
Regenerating a certificate can affect your system operations.
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Click Generate New.
The Generate Certificate dialog box opens.
Step 3
Choose a certificate name from the Certificate Name list.
The following table contains descriptions of the certificate names that appear:
Step 4
Name
Description
tomcat
This self-signed root certificate is generated during installation for the HTTPS
server.
ipsec
This self-signed root certificate is generated during installation for IPSec connections
with MGCP and H.323 gateways.
Click Generate New.
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Security
Upload Certificate to Server
What to Do Next
After you regenerate certificates in Cisco Unified Communications Operating System, you must perform a
backup so that the latest backup contains the regenerated certificates. For information on performing a backup,
see the Disaster Recovery System Administration Guide.
Upload Certificate to Server
Caution
Note
Uploading a new certificate can affect your system operations. After you upload a new certificate, you
must restart the Unified CCX server (in the case of high availability deployments, restart both nodes).
The system does not distribute trust certificates to other cluster node automatically. If you must have the
same certificate on more than one node, you must upload the certificate to each node individually.
Upload Certificate or Certificate Chain
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Click Upload Certificate/Certificate Chain.
The Upload Certificate/Certificate Chain dialog box opens.
Step 3
Step 4
Select the certificate name from the Certificate Name list.
Select the file to upload by performing one of the following steps:
• In the Upload File text box, enter the path to the file, or
• Click the Browse button and navigate to the file; then, click Open.
Cisco Unified CCX supports Privacy Enhanced Mail (PEM) Base64 encoded format of X.509 certificate
(only one PEM certificate in a file), Distinguished Encoding Rules (DER) format of X509 Certificate
and DER format of PKCS#7 (Public-Key Cryptography Standards) Certificate Chain. The system does
not support PEM format of PKCS#7 Certificate Chain.
Step 5
Click the Upload File button to upload the file to the server.
Directory Trust Certificate
Note
Uploading a Directory Trust Certificate is not applicable for Unified CCX 9.0(x).
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Security
Obtain third-party CA certificates
Obtain third-party CA certificates
Cisco Unified Communications Operating System supports certificates that a third-party Certificate Authority
(CA) issues with PKCS # 10 Certificate Signing Request (CSR). The following table provides an overview
of this process, with references to additional documentation:
Procedure
Step 1
Generate a CSR on the server.
See Generate Certificate Signing Request, on page 27.
Step 2
Download the CSR to your PC.
See Download Certificate Signing Request, on page 28.
Step 3
Use the CSR to obtain an application certificate from a CA.
Get information about obtaining application certificates from your CA. See Application Certificates, on page
28 for additional notes.
Step 4
Obtain the CA root certificate.
Get information about obtaining a root certificate from your CA. See Application Certificates, on page 28
for additional notes.
Step 5
Upload the CA root certificate to the server.
See Upload Certificate or Certificate Chain, on page 26.
Step 6
Upload the application certificate to the server.
See Upload Certificate or Certificate Chain, on page 26.
Step 7
Restart the services that are affected by the new certificate.
For all certificate types, restart the corresponding service (for example, restart the Tomcat service if you
updated the Tomcat certificate). See the Cisco Unified CCX Serviceability Administration Guide for information
about restarting services.
Generate Certificate Signing Request
To generate a Certificate Signing Request (CSR), follow these steps:
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Click Generate CSR.
The Generate Certificate Signing Request dialog box opens.
Step 3
Select the certificate name from the Certificate Name list.
Note
For the current release of the Cisco Unified Operating System, the Directory option no longer appears
in the list of Certificate Names.
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Obtain third-party CA certificates
Step 4
Click Generate CSR.
Download Certificate Signing Request
To download a Certificate Signing Request, follow this procedure:
Procedure
Step 1
Navigate to Security > Certificate Management.
The Certificate List window appears.
Step 2
Click Download CSR.
The Download Certificate Signing Request dialog box opens.
Step 3
Step 4
Step 5
Select the certificate name from the Certificate Name list.
Click Download CSR.
In the File Download dialog box, click Save.
Application Certificates
To use an application certificate that a third-party CA issues, you must obtain both the signed application
certificate and the CA root certificate from the CA. Collect information about obtaining these certificates from
your CA. The process varies among CAs.
Cisco Unified Communications Operating System generates certificates in DER and PEM encoding formats
and generates CSRs in PEM encoding format. It accepts certificates in DER and PEM encoding formats.
For all certificate types, obtain and upload a CA root certificate and an application certificate on each node.
The CSRs for Tomcat and IPSec use the following extensions:
X509v3 Key Usage:
Digital Signature, Key Encipherment, Data Encipherment, Key Agreement
X509v3 Extended Key Usage:
TLS Web Server Authentication, TLS Web Client Authentication, IPSec End
System
1 Upload the CA root certificate of the CA that signed an application certificate. If a subordinate CA signs
an application certificate, you must upload the CA root certificate of the subordinate CA, not the root CA.
2 You upload CA root certificates and application certificates by using the same Upload Certificate dialog
box. When you upload a CA root certificate, choose the certificate name with the format certificate
type-trust.
3 When you upload an application certificate, choose the certificate name that only includes the certificate
type. For example, choose tomcat-trust when you upload a Tomcat CA root certificate; choose tomcat
when you upload a Tomcat application certificate.
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Monitor certificate expiration dates
Monitor certificate expiration dates
The system can automatically send you an e-mail when a certificate is close to its expiration date. To view
and configure the Certificate Expiration Monitor, follow this procedure:
Procedure
Step 1
Navigate to Security > Certificate Monitor.
The Certificate Monitor window appears.
Step 2
Enter the required configuration information.
See the table below for a description of the Certificate Monitor Expiration fields.
Step 3
To save your changes, click Save.
Table 7: Certificate monitor field descriptions
Field
Description
Notification Start Time Enter the number of days before the certificate expires that you want to be notified.
Notification Frequency Enter the frequency for notification, either in hours or days.
Enable Email
Notification
Select the check box to enable e-mail notification.
Email IDs
Enter the e-mail address to which you want notifications sent.
Note
For the system to send notifications, you must configure an SMTP
host.
IPSec Management
The following topics describe the functions that you can perform with the IPSec menu:
• Set up new IPSec policy, on page 30
• Manage IPSec policies, on page 32
Note
IPSec does not automatically get set up between nodes in the cluster during installation.
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Set up new IPSec policy
Set up new IPSec policy
Any changes that you make to an IPSec policy during a system upgrade are lost, so do not modify or create
IPSec policies during an upgrade.
Caution
IPSec, especially with encryption, affects the performance of your system.
Procedure
Step 1
Navigate to Security > IPSEC Configuration.
The IPSEC Policy List window appears.
Step 2
Click Add New.
The IPSEC Policy Configuration window appears.
Step 3
Enter the appropriate information on the IPSEC Policy Configuration window. See the table below for
descriptions of the fields on this window.
Click Save to set up the new IPSec policy.
Step 4
Table 8: IPSec policy and association field descriptions
Field
Description
Policy Group
Name
Specifies the name of the IPSec policy group. The name can contain only letters, digits,
and hyphens.
Policy Name
Specifies the name of the IPSec policy. The name can contain only letters, digits, and
hyphens.
Authentication
Method
Specifies the authentication method.
Preshared Key
Specifies the preshared key if you selected Pre-shared Key in the Authentication Name
field.
Note
Pre-shared IPSec keys can contain alphanumeric characters and hyphens only,
not white spaces or any other characters. If you are migrating from a
Windows-based version of Unified CCX, you may need to change the name
of your pre-shared IPSec keys, so they are compatible with current versions of
Unified CCX.
Peer Type
Specifies whether the peer is the same type or different.
Certificate Name
If you choose Different for the Peer Type, enter the new certificate name.
Destination
Address
Specifies the IP address or FQDN of the destination.
Destination Port
Specifies the port number at the destination.
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Set up new IPSec policy
Field
Description
Source Address
Specifies the IP address or FQDN of the source.
Source Port
Specifies the port number at the source.
Mode
Specifies Transport mode.
Remote Port
Specifies the port number to use at the destination.
Protocol
Specifies the protocol:
• TCP
• UDP
• Any
Encryption
Algorithm
From the drop-down list, choose the encryption algorithm. Choices include
• DES
• 3DES
Hash Algorithm
Specifies the hash algorithm:
• SHA1—Hash algorithm that is used in phase 1 IKE negotiation
• MD5—Hash algorithm that is used in phase 1 IKE negotiation
ESP Algorithm
From the drop-down list, choose the ESP algorithm. Choices include
• NULL_ENC
• DES
• 3DES
• BLOWFISH
• RIJNDAEL
Phase One Life
Time
Specifies the lifetime for phase One, IKE negotiation, in seconds.
Phase One DH
From the drop-down list, choose the phase One DH value. Choices include: 2, 1, and
5.
Phase Two Life
Time
Specifies the lifetime for phase Two, IKE negotiation, in seconds.
Phase Two DH
From the drop-down list, choose the phase Two DH value. Choices include: 2, 1, and
5.
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Manage IPSec policies
Field
Description
Enable Policy
Check the check box to enable the policy.
Manage IPSec policies
To display, enable or disable, or delete an existing IPSec policy, follow this procedure:
Note
Because any changes that you make to an IPSec policy during a system upgrade are lost, do not modify
or create IPSec policies during an upgrade.
Caution
IPSec, especially with encryption, will affect the performance of your system.
Caution
Any changes that you make to the existing IPSec policies can impact your normal system operations.
Procedure
Step 1
Navigate to Security > IPSEC Configuration.
Note
To access the Security menu items, you must log in to Cisco Unified Communications Operating
System Administration again by using your Administrator password.
The IPSEC Policy List window appears.
Step 2
To display, enable, or disable a policy, follow these steps:
a) Click the policy name.
The IPSEC Policy Configuration window appears.
b) To enable or disable the policy, click the Enable Policy check box.
c) Click Save.
Step 3
To delete one or more policies, follow these steps:
a) Check the check box next to the policies that you want to delete.
You can click Select All to select all policies or Clear All to clear all the check boxes.
b) Click Delete Selected.
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Security
Bulk Certificate Management
Bulk Certificate Management
Note
The Security > Bulk Certificate Management menu option is not applicable for Unified CCX 9.0(x).
Single sign on
Note
The Security > Single Sign On menu option is not applicable for Unified CCX 9.0(x).
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Single sign on
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CHAPTER
7
Software upgrades
You can use the Install/Upgrade option to upgrade the Unified CCX software and install Unified CCX COP
patch files.
Note
For more information regarding the supported versions of Unified CCX and Unified CM, see Cisco Unified
Contact Center Express (Unified CCX) Software and Hardware Compatibility Guide.
Caution
When you upgrade from Unified CCX 8.x to 9.0(x) the system restarts as part of the upgrade process.
Therefore, you may want to perform the upgrade during maintenance window to avoid service interruptions.
• Unified CCX Upgrade and Roll Back, page 36
• Unified CCX Upgrade Types, page 36
• Important Considerations for Upgrade, page 37
• Preupgrade Tasks, page 38
• Unified CCX Upgrade Scenarios, page 38
• COP File, page 41
• Upgrade Unified CCX Using Web Interface, page 42
• Upgrade Unified CCX Using CLI, page 43
• Check and Perform Switch Version, page 43
• Verify Version of Unified CCX, page 44
• Verify Status of Services, page 45
• Verify Unified CCX Database Replication, page 45
• Verify Cisco Database Replication, page 46
• Upgrade Desktop Clients, page 46
• Upgrade Unified CCX Clients, page 47
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Software upgrades
Unified CCX Upgrade and Roll Back
• Important Considerations for Rollback, page 47
• Roll Back Upgrade for Single Node Setup, page 48
• Roll Back Upgrade for HA Setup, page 48
• Reset Database Replication after Rollback, page 48
• Roll Back Desktop Clients, page 49
• Roll Back Unified CCX Clients, page 49
• Impact on Historical Reporting Users After Roll Back, page 50
• TFTP File Management, page 50
• Set up customized log-on message, page 50
Unified CCX Upgrade and Roll Back
Unified CCX Upgrade Types
Important Considerations for Rollback
Unified CCX Upgrade Types
Upgrade files are available as Cisco Options Package (COP) files or ISO images.
You can upgrade Unified CCX using COP files from the Command Line Interface (CLI). You can apply the
COP files from the FTP/SFTP server.
You can upgrade Unified CCX using ISO images from:
• Cisco Unified OS Administration web interface
• Command Line Interface (CLI)
You can apply the ISO images from:
• Local DVD
• FTP/SFTP server
Note
For information about supported upgrades, see Software and Hardware Compatibility Guide for Cisco
Unified CCX and Cisco Unified IP IVR, available here: http://www.cisco.com/en/US/products/sw/custcosw/
ps1846/products_device_support_tables_list.html
Unified CCX provides the following upgrade options:
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Software upgrades
Important Considerations for Upgrade
Table 9: Types of Upgrade
Upgrade Type
Upgrade Path
Service Update
(SU)
9.0.xSUx1 to
9.0.xSUx2
Description
• There is no service interruption during the upgrade process
because the server does not restart.
• SU is installed on the inactive partition.
• ISO images are non-bootable images.
Maintenance
Release (MR)
9.0.x to 9.0.y
• There is no service interruption during the upgrade process
because the server does not restart.
• MR is installed on the inactive partition.
Refresh
Upgrade (RU)
8.x.x to 9.0.x
• There is service interruption during the upgrade process
because the server restarts multiple times.
• RU is installed on the inactive partition.
Windows to
Linux Upgrade
COP file
7.0.x to 9.0.x
Fix for the same
See Apply COP version
File, on page
42.
Note
• There is service interruption during the upgrade process
because the server is reimaged.
• There is service interruption during the upgrade and
subsequent server restart.
• COP files are installed on the active partition and you cannot
uninstall them. If you want to uninstall, contact Cisco.
• For more information on upgrade, see Unified CCX Upgrade Scenarios, on page 38.
• For information on rollback, see Unified CCX Rollback
Important Considerations for Upgrade
• Do not make any configuration changes during the upgrade, because the changes are lost after the
upgrade.
• In an HA setup, do not switch versions on both the first and second nodes at the same time. Perform
switch version on the second node only after you switch versions on the first node. Otherwise, the
upgrade might fail or there might be discrepancy in data.
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Preupgrade Tasks
• Upgrade Unified CCX during off-peak hours or during a maintenance window to avoid service
interruptions.
• Both the nodes in a cluster must run the same release of Unified CCX. The only exception is while you
are upgrading the cluster software, during which a temporary mismatch is allowed.
• To install Cisco Agent Desktop client, see Cisco Agent Desktop Installation Guide, available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
• Cisco Agent Desktop, Cisco Supervisor Desktop and Cisco Desktop Administrator must be upgraded
after upgrading to Cisco Unified CCX. Cisco Agent Desktop clients automatically upgrade if the user
logs in to the computer with local Administrator rights and launches CAD the first time after the system
is upgraded.
Preupgrade Tasks
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Ensure you have the Secure File Transfer Protocol (SFTP) server product.
Obtain the appropriate upgrade file from http://www.cisco.com if you do not have the upgrade DVD
from Cisco.
Create an ISO image of the upgrade file and place it on a DVD or FTP/SFTP server as required.
a) Create an ISO image of the upgrade file on the DVD. Do not copy the ISO file to a DVD.
b) Place the ISO image on an FTP/SFTP server to which your server has access.
Obtain the license file. See Unified CCX Licenses.
Back up all the existing data. See Cisco Unified Contact Center Express Disaster Recovery System
Administration Guide, available here: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/
products_installation_and_configuration_guides_list.html.
Unified CCX Upgrade Scenarios
The following table lists the required tasks to upgrade a Single Node and a High Availability (HA) setup.
Table 10: Upgrade Scenarios
Upgrade
Scenario
Tasks
7.0(2)ES3 to
9.0.x
For both Single Node and HA setup:
See, Cisco Unified Contact Center Express Windows To Linux Upgrade Guide, Release
9.0(2), available here:
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/crs/
express_9_0/installation/guide/UCCX_BK_UFD8B3AD_00_uccx-upgrade-guide.html.
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Unified CCX Upgrade Scenarios
Upgrade
Scenario
Tasks
8.0(2)SU4,
Single Node Setup:
8.5(1)SU3,
1 Apply COP File, on page 42, so that when you upgrade later, the system can detect
and
whether the upgrade is an RU or an MR.
8.5(1)SU4 to
9.0.x
a Go to URL: http://software.cisco.com/download/
type.html?mdfid=284666782&flowid=38602
b Enter your username and password and click Log In.
c Click Cisco Customer Response Solution Software Releases.
d To download the COP file, click Download .
2 Upgrade Unified CCX Using Web Interface, on page 42 or Upgrade Unified CCX Using
CLI, on page 43
3 Check and Perform Switch Version, on page 43
4 Verify Version of Unified CCX, on page 44
5 Verify Status of Services, on page 45
6 Upgrade Desktop Clients, on page 46
7 Upgrade Unified CCX Clients, on page 47
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Unified CCX Upgrade Scenarios
Upgrade
Scenario
Tasks
HA Setup:
1 Apply COP File, on page 42, so that when you upgrade later, the system can detect
whether the upgrade is an RU or an MR.
a Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the
first node.
b Follow Steps 1a to 1e from the above Single Node Setup to apply COP file on the
second node.
2 Upgrade Unified CCX Using Web Interface, on page 42 or Upgrade Unified CCX Using
CLI, on page 43
a Upgrade the first node.
b Upgrade the second node.
3 Check and Perform Switch Version, on page 43
a Perform switch version on the first node.
b Perform switch version on the second node.
4 Verify Version of Unified CCX, on page 44
5 Verify Status of Services, on page 45
6 Verify Unified CCX Database Replication, on page 45
7 Verify Cisco Database Replication, on page 46
8 Upgrade Desktop Clients, on page 46
9 Upgrade Unified CCX Clients, on page 47
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COP File
Upgrade
Scenario
Tasks
9.0.x/9.0.xSUx1 Single Node Setup:
to 9.0.x/
1 Upgrade Unified CCX Using Web Interface, on page 42 or Upgrade Unified CCX Using
9.0.xSUx2
CLI, on page 43.
2 Check and Perform Switch Version, on page 43.
3 Verify Version of Unified CCX, on page 44
4 Verify Status of Services, on page 45
5 Upgrade Desktop Clients, on page 46
6 Upgrade Unified CCX Clients, on page 47
HA Setup:
1 Upgrade Unified CCX Using Web Interface, on page 42 or Upgrade Unified CCX Using
CLI, on page 43
a Upgrade the first node.
b Upgrade the second node.
2 Check and Perform Switch Version, on page 43
a Perform switch version on the first node.
b Perform switch version on the second node.
3 Verify Status of Services, on page 45
4 Verify Version of Unified CCX, on page 44
5 Verify Unified CCX Database Replication, on page 45
6 Verify Cisco Database Replication, on page 46
7 Upgrade Desktop Clients, on page 46
8 Upgrade Unified CCX Clients, on page 47
Apply a COP For both Single Node Setup and HA Setup:
1 Apply COP File, on page 42.
COP File
The COP file is the Cisco Options Package file. It is a compressed TAR file or an RPM file that has a cop.sgn
file extension, and is signed by Cisco. COP files are installed on the active partition. You can apply the COP
file using the CLI.
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Apply COP File
Apply COP File
Attention
See the documentation that is provided with the COP file for additional instructions on how to apply the
COP file.
Attention
Contact Cisco if you want to roll back the COP file.
Note
For an HA setup, repeat this procedure for node 2 only after restarting node 1 after successful COP
installation.
Before You Begin
1 Contact Cisco to obtain the COP file. If you are upgrading from 8.x.x to 9.0.x, see Unified CCX Upgrade
Scenarios, on page 38
2 Place the COP file on an FTP/STFP server to which your server has access.
Procedure
Step 1
Step 2
Follow Steps 1 to 8 from Upgrade Unified CCX Using CLI, on page 43.
Enter the command utils system restart to restart the server.
Upgrade Unified CCX Using Web Interface
You can upgrade Unified CCX either from a local DVD or from a FTP/SFTP server.
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Upgrade Unified CCX Using CLI
Procedure
Step 1
Log in to Cisco Unified OS Administration using administrator username and password.
Step 2
Step 3
Choose Software Upgrades > Install/Upgrade.
Choose source as either DVD/CD or Remote Filesystem from the Source list.
Step 4
Enter the path of the upgrade file in the Directory field. For Remote Filesystem, enter a forward slash (/)
followed by the directory path.
If you chose Remote Filesystem, follow the instructions on the screen; otherwise, skip to Step 6.
Step 5
Step 6
Step 7
Step 8
Click Next to see the list of upgrades that are available.
Choose the appropriate upgrade file, and click Next.
Enter relevant information in the Email Destination and SMTP server fields to use the Email Notification
feature.
Step 9
Click Next to initiate the upgrade process.
Upgrade Unified CCX Using CLI
Procedure
Step 1
Step 2
Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
Enter the command show version active and check the current version.
Step 3
Enter the command utils system upgrade status and check that the node is ready for upgrade.
Step 4
Enter the command utils system upgrade initiate to initiate the upgrade process.
Step 5
Step 6
Choose the source where the upgrade file is placed.
Follow the instructions on the screen.
Your entries are validated and the available files list is displayed.
Step 7
Select the ISO image/COP file you want to apply from the available list, and confirm the installation when
you are prompted.
Enter the command show version active and check the upgrade version.
Step 8
Check and Perform Switch Version
Caution
Never initiate switch version from the recovery CD.
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Verify Version of Unified CCX
Note
• Perform switch version in the same maintenance window to avoid additional downtime.
• The time taken for switch version depends on the size of records in the database.
Procedure
Step 1
To check and perform switch version using the web interface:
a) Log in to Cisco Unified OS Administration using administrator username and password.
b) Choose Settings > Version to check the versions.
c) Click Switch Versions, and click OK to initiate the switch version process.
d) Choose Settings > Version to check the active version.
Step 2
To check and perform switch version using the CLI:
a) Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
b) Enter the command show version active to check the active version.
c) Enter the command show version inactive to check the inactive version.
d) Enter the command utils system switch-version to initiate the switch version process.
e) Enter the command show version active to check the active version.
Step 3
If switch version is unsuccessful:
a) Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
b) Enter the command utils uccx switch-version db-check to check if the database is corrupt.
c) Enter the command utils uccx switch-version db-recover to restore the database.
Verify Version of Unified CCX
You can verify the current active and inactive versions of Unified CCX either by using the web interface or
using CLI.
Note
For an HA setup, verify the versions on both the nodes.
Procedure
Step 1
To verify the active and inactive versions of Unified CCX using the web interface:
a) Log in to Cisco Unified OS Administration using administrator username and password.
b) Choose Settings > Version to check the current active and inactive versions.
Step 2
To verify the active and inactive versions of Unified CCX using the CLI:
a) Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
b) Enter the command show version active to check the active version.
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Verify Status of Services
c) Enter the command show version inactive to check the inactive version.
Verify Status of Services
You can verify the status of services either by using the web interface or using the CLI.
Note
For an HA setup, verify the services on both the nodes.
Procedure
Step 1
To verify the status of services using the web interface:
a) Log in to Cisco Unified CCX Serviceability using administrator username and password.
b) Choose Tools > Control Center - Network Services and verify that all the services are running.
Step 2
To verify the status of services using the CLI:
a) Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
b) Enter the command utils service list to verify that all the services are running.
Verify Unified CCX Database Replication
Procedure
Step 1
Log in to Cisco Unified CCX Serviceability using administrator username and password.
Step 2
Step 3
Choose Tools > Datastore Control Center > Replication Servers.
Ensure the servers are in ACTIVE/CONNECTED state and database replication of the operating system is
functioning between the first node and the second node.
If there is a problem with the replication continue; otherwise, skip to Step 5.
Step 4
a) Log in to Unified CCX CLI using Unified CCX username and password.
b) Enter the command utils uccx dbreplication status and determine the location and cause of failure.
c) Enter the command utils uccx dbreplication repair {all|database_name} on the node or nodes to remove
data discrepancy between the nodes.
d) Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'. If failure
persists, continue; otherwise, skip to Step 5.
e) Enter the command utils uccx dbreplication teardown to remove database replication.
f) Enter the command utils uccx dbreplication setup to setup database replication.
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Verify Cisco Database Replication
g) Enter the command utils uccx dbreplication status to ensure the status is 'Good replication'.
Step 5
Log in to Unified CCX Administration using Unified CCX username and password.
Step 6
Verify that your configuration data exists on both the nodes.
Verify Cisco Database Replication
Procedure
Step 1
Step 2
Run the Cisco Unified Real-Time Monitoring Tool (RTMT).
Choose System > Performance > Open Performance Monitoring.
Step 3
Step 4
Step 5
Step 6
Click the Node1 or Node2 radio button as required.
Click the Number of Replicates Created and State of Replication radio button.
Double-click Replicate_State.
Choose ReplicateCount, and click Add.
The “Performance Counter” graph is displayed in the right window.
Step 7
Use the following list to monitor the status of database replication.
• 0—Initializing
• 1—Replication setup script fired from this node
• 2—Good replication
• 3—Bad replication
• 4—Replication setup did not succeed
Step 8
If there is a problem with the replication:
a) Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
b) Enter the command utils dbreplication status{all|node|replicate} and determine the location and cause
of failure.
c) Enter the command utils dbreplication repair{nodename|all} on the node or nodes to remove data
discrepancy between the nodes.
d) Enter the command utils dbreplication status to ensure the status is 'Good replication'.
Upgrade Desktop Clients
To install Cisco Agent Desktop client, see Cisco Agent Desktop Installation Guide, available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
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Upgrade Unified CCX Clients
Procedure
Step 1
Log in to Cisco Unified CCX Administration using platform credentials.
Step 2
Step 3
Step 4
Step 5
Choose Tools > Plug-ins.
Click Cisco Unified CCX Desktop Suites.
Click Cisco Unified CCX Client Configuration Tool to download and run.
Enter the IP address of the Unified CCX server when you are prompted, and click Next to download Cisco
Unified CCX Desktop Product Suite.
Note
In an HA setup, if calls are to be taken only after both the nodes are functional, run the Unified CCX
Desktop Client Configuration Tool once. Otherwise, run it twice—once after the first node is functional
and once more after the second node is functional.
When you start Cisco Unified CCX Desktop Administrator or Cisco Unified CCX Supervisor Desktop or
Cisco Unified CCX Agent Desktop, the following messages appear:
a) "The servers are running a different version of CAD than is on your
desktop. Click OK to synchronize your version with the servers.". Click
OK.
b) "The setup must update files or services that cannot be updated while
the system is running. If you choose to continue, a reboot will be
required to complete the setup.". Click OK.
Step 6
Upgrade Unified CCX Clients
You must upgrade Unified CCX Editor and Historical Reporting Client (HRC) after you upgrade Unified
CCX. The Cisco Unified Real-Time Monitoring Tool (RTMT) is automatically upgraded during the upgrade
process.
Procedure
Step 1
Step 2
Step 3
Uninstall the Unified CCX Editor.
Uninstall the Historical Reporting Client.
Log in to Cisco Unified CCX Administration using Unified CCX username and password.
Step 4
Step 5
Step 6
Choose Tools > Plug-ins.
Click Cisco Unified CCX Editor to download and install Unified CCX Editor.
Click Cisco Unified CCX Historical Reports to download and install HRC.
Important Considerations for Rollback
Caution
Configuration/reporting updates that are made after the upgrade are not be preserved when you roll back.
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Roll Back Upgrade for Single Node Setup
• Do not make any configuration changes during the rollback, because the changes are lost after the
rollback.
• In an HA setup, do not switch versions on both the first and second nodes at the same time. Perform
switch version on the second node only after you have switched versions on the first node.
Roll Back Upgrade for Single Node Setup
Procedure
Step 1
Step 2
Step 3
Check and Perform Switch Version, on page 43
Verify Version of Unified CCX, on page 44
Verify Status of Services, on page 45
Step 4
Step 5
Roll Back Desktop Clients, on page 49
Roll Back Unified CCX Clients, on page 49
Roll Back Upgrade for HA Setup
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Check and Perform Switch Version, on page 43. Perform switch version on the first node.
Check and Perform Switch Version, on page 43. Perform switch version on the second node.
Verify Version of Unified CCX, on page 44
Verify Status of Services, on page 45
Roll Back Unified CCX Clients, on page 49
Reset Database Replication after Rollback, on page 48
Verify Unified CCX Database Replication, on page 45
Verify Cisco Database Replication, on page 46
Roll Back Desktop Clients, on page 49
Reset Database Replication after Rollback
If you roll back to an older version of Unified CCX, you must manually reset database replication within the
cluster for an HA setup.
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Roll Back Desktop Clients
Procedure
Step 1
Step 2
Log in to Cisco Unified Communications OS Platform CLI using administrator username and password.
Enter the command utils uccx dbreplication reset all to reset database replication.
Roll Back Desktop Clients
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Uninstall the Cisco Unified CCX Desktop Administrator.
Uninstall the Cisco Unified CCX Supervisor Desktop.
Uninstall the Cisco Unified CCX Agent Desktop.
Log in to Cisco Unified CCX Administration using Unified CCX username and password.
Choose Tools > Plug-ins.
Click Cisco Unified CCX Desktop Suites.
If you want to install Cisco Unified CCX Desktop Administrator, click Cisco Unified CCX Desktop
Administrator to download and run.
If you want to install Cisco Unified CCX Supervisor Desktop, click Cisco Unified CCX Supervisor Desktop
to download and run.
If you want to install Cisco Unified CCX Agent Desktop, click Cisco Unified CCX Agent Desktop to
download and run.
Roll Back Unified CCX Clients
Procedure
Step 1
Step 2
Step 3
Step 4
Uninstall the Unified CCX Editor.
Uninstall the Historical Reporting Client.
Uninstall the Cisco Unified Real-Time Monitoring Tool.
Log in to Cisco Unified CCX Administration using Unified CCX username and password.
Step 5
Step 6
Step 7
Step 8
Choose Tools > Plug-ins.
Click Cisco Unified CCX Editor to install Unified CCX Editor.
Click Cisco Unified CCX Historical Reports to install HRC.
Click Cisco Unified Real-Time Monitoring Tool for Windows or Cisco Unified Real-Time Monitoring
Tool for Linux as required to install Unified RTMT.
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Impact on Historical Reporting Users After Roll Back
Impact on Historical Reporting Users After Roll Back
Rolling back versions from a later version of Unified CCX to an earlier version does not retain the privileges
of Historical Report Users that were created in later version. These users will not have access to Historical
Reports. After reverting to the earlier version, update the reporting capability for them.
To update the reporting capability:
Procedure
Step 1
Step 2
Log in to Cisco Unified CCX Administration using Unified CCX username and password.
Choose Tools > User Management > Reporting Capability.
Step 3
Step 4
Select the users that you want to update.
Click Update.
TFTP File Management
Note
The Software Upgrades > TFTP File Management menu option is not applicable for Unified CCX.
Set up customized log-on message
You can upload a text file that contains a customized logon message that appears in Cisco Unified
Communications Operating System Administration, Disaster Recovery System, and the command-line interface.
To upload a customized logon message, follow this procedure:
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Software
Upgrades > Customized Logon Message.
The Customized Logon Message window appears.
Step 2
Step 3
To choose the text file that you want to upload, click Browse.
Click Upload File. You cannot upload a file that is larger than 10kB.
The customized logon message appears.
To revert to the default log-on message, click Delete.
Your customized logon message is deleted, and the system displays the default logon message.
Step 4
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CHAPTER
8
Utility Functions
This chapter describes the utility functions that are available on the operating system: pinging another system
and setting up remote support.
• Ping, page 51
• Remote Account Support, page 52
Ping
Use the Ping Utility window to ping another server in the network.
To ping another system, follow this procedure:
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Services >
Ping.
The Ping Remote window appears.
Step 2
Step 3
Step 4
Step 5
Enter the IP address or network name for the system that you want to ping.
Enter the ping interval in seconds.
Enter the packet size.
Enter the ping count (the number of times that you want to ping the system).
Note
When you specify multiple pings, the ping command does not display the ping date and time
immediately. Be aware that the Ping command displays the data after it completes the number of
pings that you specified.
Choose whether you want to validate IPSec.
Click Ping.
The Ping Remote window displays the ping statistics.
Step 6
Step 7
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Utility Functions
Remote Account Support
Remote Account Support
From the Remote Access Configuration window, you can set up a remote account that Cisco support personnel
can use to access the system for a specified time.
The remote support process works like this:
1 The customer sets up a remote support account. This account includes a time limit on how long Cisco
personnel can access it. This time limit can be configured to various values.
2 When the remote support account is set up, a pass phrase gets generated.
3 The customer calls Cisco support and provides the remote support account name and pass phrase.
4 Cisco support enters the pass phrase into a decoder program that generates a password from the pass
phrase.
5 Cisco support logs into the remote support account on the customer system by using the decoded password.
6 When the account time limit expires, Cisco support can no longer access the remote support account.
To set up remote support, follow this procedure:
Procedure
Step 1
From the Cisco Unified Communications Operating System Administration window, navigate to Services >
Remote Support.
The Remote Access Configuration window appears.
Step 2
Enter an account name for the remote account in the Account Name field.
The account name must comprise at least six-characters that are all lowercase, alphabetic characters.
Avoid creating remote account names starting with “uccx” or “UCCX” because such user names
may conflict with system account names used internally within Unified CCX server.
Enter the account duration, in days, in the Account Duration field.
The default account duration specifies 30 days.
Caution
Step 3
Step 4
Click Save.
The fields in the following table appears in the Remote Access Account Information area:
Table 11: Remote Access Account Information fields and descriptions
Step 5
Step 6
Field
Description
Account name
Displays the name of the remote support account.
Expiration
Displays the date and time when access to the remote
account expires.
Passphrase
Displays the generated pass phrase.
Decode version
Indicates the version of the decoder in use.
To access the system by using the generated pass phrase, contact your Cisco personnel.
To delete the remote access support account, click Delete.
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Remote Account Support
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Utility Functions
Remote Account Support
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INDEX
Internet Explorer 23
set security options 23
IPSec 29, 30, 32
changing policy 32
displaying policy 32
management 29
setting up new policy 30
A
administrator password 6
B
browser requirements 2
L
C
certificates 24, 25, 28, 29
displaying 24
downloading a signing request 28
monitoring expiration dates 29
regenerating 25
CLI 4
cluster nodes 9
procedure 9
Command Line Interface 4
configuration 2
operating system 2
logging in 5
overview 5
procedure 5
M
menu 2, 3
install/upgrade 3
security 3
settings 2
show 2
E
N
Ethernet settings 16
nodes, cluster 9
procedure 9
NTP server settings 16
H
hardware, status 10
procedure 10
I
install/upgrade, menu 3
installed software 11
procedure 11
O
operating system 1, 2, 3, 5, 6, 10, 15, 19
administrator password 6
browser requirements 2
configuration 2
hardware status 10
procedure 10
introduction 1
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IN-1
Index
operating system (continued)
logging in 5
overview 1
restart 19
security 3
services 3
settings 2, 15
software upgrades 3
status 2
P
password, recovering 6
ping 51
publisher settings 16
R
remote support 52
setting up 52
restart 19
current version 19
S
security 3, 23
configuration 3
menu 3
overview 23
set IE options 23
services 3, 51, 52
overview 51
ping 3, 51
remote support 3, 52
overview 52
setting up 52
settings 2, 15, 16, 17
Ethernet 16
procedure 16
IP 15
menu 2
NTP servers 16
overview 15
publisher 16
SMTP 17
time 17
show, menu 2
shutdown, operating system 20
SMTP settings 17
software 3, 11, 35
installed 11
procedure 11
upgrades 3, 35
overview 35
status 2, 10, 12
hardware 10
procedure 10
operating system 2
system 12
procedure 12
system 12, 20
shutdown 20
status 12
procedure 12
T
time settings 17
V
version, restart 19
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