Cisco Unified Contact Center Express Data Migration Tool User Guide, Release 1.0

Cisco Unified Contact Center Express Data Migration Tool User Guide, Release 1.0 Cisco Unified Contact Center Express and Cisco Unified IP IVR October, 2009 This document describes the Data Migration Tool (DMT, version 1.0), explains how to use it, and provides information about the data migration process including automated backup 1 and restore 2 activities. Use this document if you are running Cisco Customer Response Solutions (CRS) or Cisco IP IVR 4.0(5/5a) and are ready to upgrade to Cisco Unified Contact Center Express (Unified CCX) or Cisco Unified IP IVR 7.0(1). Note For information on supported releases, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. 1. In this document, this 'backup' always refers to backing up data using DMT, unless otherwise specified, such as backing up data using the Backup And Restore System (BARS). 2. In this document, this 'restore' always refers to restoring data using DMT, unless otherwise specified, such as restoring data using the BARS. Americas Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA 2009 Cisco Systems, Inc. All rights reserved.

Overview of DMT This document contains the following sections: Overview of DMT, page 2 Obtain DMT, page 4 Prerequisite, page 5 Important Considerations, page 7 Back Up Cisco CRS 4.0(5/5a) System Data, page 9 Upgrade Cisco CRS 4.0(5/5a) System, page 21 Restore the Backed Up Data, page 23 View Log Files, page 39 Troubleshooting Tips, page 40 Best Practices, page 57 Obtain Additional Support and Documentation, page 58 Overview of DMT DMT migrates data by backing it up from a system running CRS 4.0(5/5a) and restoring the backed up data automatically on a system installed with Unified CCX 7.0(1) while you upgrade from CRS 4.0(5/5a) to Unified CCX 7.0(1). Note DMT supports the backup process on a system running CRS 4.0(5/5a) and its services releases (SR1 and SR2) including ES releases, if any. Restoring backed up data on the Unified CCX 7.0(1) system must be done as soon as you finish installing Unified CCX 7.0(1) on a new system and before you perform the initial setup configuration. Note If you are running Cisco CRS versions earlier than 4.0(5/5a), upgrade to Cisco CRS 4.0(5/5a) in order to use this tool. You can also manually upgrade to Cisco CRS 5.x using the available white paper and then refer to the Cisco Unified CCX 7.0(1) Installation Guide to upgrade to Unified CCX 7.0(1). 2

Overview of DMT The entire upgrade process from CRS 4.0(5/5a) to Unified CCX 7.0(1) involves the following steps: 1. Backing up data on the CRS 4.0(5/5a) system. 2. Upgrading to latest compatible Cisco Unified Communications Manager (Unified CM) and installing Unified CCX 7.0(1). Note While the data migration activity using DMT on the CRS 4.0(5/5a) system currently supports the Cisco CallManager versions 4.1(3) and 4.2(3), refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide to find all the supported versions of Cisco Unified CM compatible with the Unified CCX 7.0(1) system to successfully perform the data migration activity. If you are running any other version of Cisco CallManager with your CRS 4.0(5/5a) system, upgrade Cisco CallManager to the version 4.1(3) or 4.2(3), and then perform the data migration activity. For more information, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. 3. Restoring the backed up data on a Unified CCX 7.0(1) system. Caution DMT only supports the base version of Unified CCX 7.0(1) for the successful data migration process. 3

Obtain DMT Obtain DMT DMT version 1.0 is available on the Download Software page of Cisco.com. To obtain DMT, perform the following steps and download it on your CRS 4.0(5/5a) system. Only a registered user of Cisco.com can download this application. Step 1 Step 2 Step 3 Go to the software download page on Cisco.com. Follow the prompts and provide the required information to download the tool. Unzip the downloaded ZIP file which should contain the following files and folders (see Figure 1). Figure 1 Contents of the Downloaded ZIP file 4

Prerequisite Prerequisite Before you run this tool and start the data migration activity, it is recommended that you verify the following and perform any necessary steps: Hard disk compatibility and database (DB) size of the system on which you plan to upgrade while using Microsoft SQL Server: Check the hard disk compatibility and supported database (DB) size of the Unified CCX 7.0(1) system according to the following matrix (see Table 1). Table 1 Disk Space Matrix on Unified CCX 7.0(1) System for Data Migration Hard disk size on Unified CCX 7.0(1) system Data allowed to migrate to Unified CCX 7.0(1) system DB Type on Unified CCX 7.0(1) system Less than or equal to 72GB 7GB MS SQL Server Greater than 72GB 10GB MS SQL Server Any size 1GB MSDE Warning The minimum disk space to store the backed up data on the Unified CCX 7.0(1) system must be 10% more than the migrated data size. Note If you are currently not running on any of the supported hardware (as mentioned in the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide) of Cisco Unified CCX 7.0(1) or later releases, then it is recommended to procure the hardware supported for Unified CCX 7.0(1) according to your deployment model (Standalone or High Availability). Maximum supported DB size of the Unified CCX 7.0(1) system: Before you run DMT, check the maximum supported DB size of the Unified CCX 7.0(1) system on which you plan to upgrade. If the DB size to be backed up on your CRS 4.0(5/5a) system is more than the DB size allowed on the Unified CCX 7.0(1) system, you have to purge the excess data until the DB size is reduced to the allowed DB size (see Table 1) on the Unified CCX 7.0(1) system. 5

Prerequisite Note It is recommended that you check the DB size manually before you take the backup as this is out of the purview of this tool. While backing up data on your CRS 4.0(5/5a) system, you have to manually purge the data on the source system if the size of the DB to be migrated is more than the DB size allowed (see Table 1). For more information on purging, refer to the Cisco Unified CCX Administration Guide available at: http://www.cisco.com/en/us/products/sw/custcosw/ps1846/products_install ation_and_configuration_guides_list.html However, while restoring data, the Data Migration tool logically purges any excess data if the size of the data getting migrated is higher than the allowed DB size on the Unified CCX 7.0(1) system. Warning You must plan the data migration activity and/or any purging activity well in advance to avoid extended downtime and unnecessary delay. Storage space for the backup: Make sure that your system running CRS 4.0(5/5a) or the network location intended to store the backup data has enough disk space. Note It is recommended that you remove all unnecessary data, not related to CRS 4.0(5/5a), in order to store the backed up data on your CRS 4.0(5/5a) system. Keep new Unified CCX 7.0(1) licenses handy: Procure Unified CCX 7.0(1) licenses before you start the data migration activity. If you do not have the license handy or have not procured yet, open a case with the Cisco license team (licensing@cisco.com). Use Base version of Unified CCX 7.0(1): DMT only supports the base version of Unified CCX 7.0(1) to successfully carry out the data migration process. DMT will not support any SR/ES version on top of Unified CCX 7.0(1) base version. 6

Important Considerations Disk space for Microsoft Desktop Engine (MSDE) Installation: For MSDE installation, the buffer space on the Unified CCX 7.0(1) system is set to 1GB (to enable you to migrate up to a maximum 1GB of data), while another 1GB space is allocated for new calls, resulting a total of 2GB for MSDE data (see Table 1). Important Considerations Before you start the data migration process using DMT, you must consider the following: Use the latest compatible Backup And Restore System (BARS) to take the regular backup of the entire CRS 4.0(5/5a) system data before starting the data migration activity. To download the latest version of BARS, visit http://www.cisco.com/kobayashi/sw-center/index.shtml Use the latest Data Migration Assistant (DMA) tool compatible with the chosen version of Unified CM to upgrade Cisco CallManager. Stop the Node Manager from services before you run the DMA tool to upgrade Cisco CallManager in co-resident deployment setup. Upgrade Cisco CallManager using DMA to a version compatible with Unified CCX 7.0(1) prior to performing the restore process. To find the latest version of Unified CM and its compatibility matrix, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. During Cisco CallManager upgrade using DMA, the passwords for all the CRS 4.0(5/5a) users (including Agents, Supervisors, Administrators, and Historical users) are reset to the default one that you specify during the Cisco CallManager upgrade. Upgrade all the CRS 4.0(5/5a) supported software using their own utilities to a version that is compatible with Unified CCX 7.0(1). For more information, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. DMT will discard all active call-related data (data accumulated if your call center is operational while DMT is running) during or after the backup process. 7

Important Considerations Stop and disable Cisco Security Agent (CSA) and other antivirus software applications, if any, currently active on all CRS 4.0(5/5a) nodes in the cluster and on the Unified CCX 7.0(1) system before you start using DMT. Restore the backed up data on the Unified CCX 7.0(1) system before you perform the initial setup configuration on it. At any given time during the data migration, only a single instance of DMT can remain active. Manually install the third-party ODBC drivers (if any on the CRS 4.0(5/5a) system) and create all the system DSN configurations (if any) on the Unified CCX 7.0(1) system, even though DMT migrates all the Data source and Enterprise Database Subsystem Configurations. DMT will only back up the current active LDAP profile configuration data available on your CRS 4.0(5/5a) system. It is strongly recommended to retain the same IP address for the Unified CCX 7.0(1) system as it was for your CRS 4.0(5/5a) system. However, if you have expansion deployments in CRS 4.0(5/5a), retain the Engine Master and Slave IP addresses on the Unified CCX 7.0(1) Node1 and Node2 respectively. It is important that you install an SR/ES update on the Unified CCX 7.0(1) machine only after completing the data migration process. Backing up process using DMT for 10GB of data might take up to 40 minutes on an average loaded CRS 4.0(5/5a) system. However, restoring the same amount of data using DMT on a Unified CCX 7.0(1) system might take up to 3 hours. Therefore, you must consider that the time required to complete the backup and restore process using DMT may vary as it is entirely dependent on the amount of HR and configuration data (including CAD data) available on the CRS 4.0(5/5a) system and the deployment model of the Unified CCX 7.0(1) system. 8

Back Up Cisco CRS 4.0(5/5a) System Data Back Up Cisco CRS 4.0(5/5a) System Data The automated backup process using DMT, UCCXDataMigrator.exe, helps you migrate all historical and configuration data available on your CRS 4.0(5/5a) system. DMT supports migrating up to 10GB of data to ensure availability of adequate space on the Unified CCX 7.0(1) system after the data migration activity. However, if DMT finds that the data size is greater than 10 GB on the CRS 4.0(5/5a) system, it prompts the user to manually purge the data before it proceeds with the backup activity. DMT saves the backed up data in a tape archive (TAR) file at a location that you specify during the backup activity. Data migration on the CRS 4.0(5/5a) system involves the following: Perform the Pre-Backup Activities, page 9 Run the Backup Process, page 10 Perform the Post-Backup Activities, page 20 Perform the Pre-Backup Activities Before DMT starts backing up the data on the CRS 4.0(5/5a) system, verify whether you have performed the following pre-backup activities: 1. Use BARS to take the regular backup of the CRS 4.0(5/5a) system. 2. Verify that the call center is not operational as you may lose some historical data if the call center is operational during the backup activity. 3. Make sure that all the nodes in the cluster and the Unified CM are up and running. 4. Make sure that there is enough space available to store the backup on the desired network location. 5. Ensure that the data on the CRS 4.0(5/5a) system and Unified CM are in sync by clicking the JTAPI Resynchronization option in the Application Administration Web interface. 6. Procure all the necessary Unified CCX 7.0(1) licenses and keep them handy. 9

Back Up Cisco CRS 4.0(5/5a) System Data 7. Stop and disable Cisco Security Agent (CSA) and other antivirus software applications, if any, running on all the CRS 4.0(5/5a) nodes in the cluster. 8. Convert all the recording data (audio files) using the RAW to WAV utility and store at a secure server on the network. 9. Capture screenshots for all the system DSN configurations and alarm definitions in order to be able to re-create them in Unified CCX 7.0(1) system. Run the Backup Process Running the backup process using DMT backs up all historical and configuration data available on your CRS 4.0(5/5a) system. Make sure your CRS 4.0(5/5a) system has enough space to stage the backed up data. Step 1 Download the DMT ZIP file containing UCCXDataMigrator.exe on your CRS 4.0(5/5a) system. Warning DMT should always be run from the DB Publisher node of the CRS 4.0(5/5a) system. Tip Step 2 Keep the UCCXDataMigrator.zip file at a safe location as you will need it again to restore the backed up data on the Unified CCX 7.0(1) system. Double-click to run the UCCXDataMigrator.exe file. The Cisco Unified CCX Data Migration Tool Home window appears (see Figure 2). 10

Back Up Cisco CRS 4.0(5/5a) System Data Figure 2 Cisco Unified CCX Data Migration Tool Home Window Step 3 Click Next. The Pre-Backup Checklist window appears (see Figure 3). Note To quit DMT and stop the backup activity at any time, choose File > Exit. 11

Back Up Cisco CRS 4.0(5/5a) System Data Figure 3 Pre-Backup Checklist Window Step 4 Read through all the listed activities in the Pre-Backup Checklist window, and ensure to perform and complete each one of them before proceeding with the backup activity. Step 5 Click Accept. The Backup Storage Location window appears (see Figure 4). 12

Back Up Cisco CRS 4.0(5/5a) System Data Figure 4 Backup Storage Location Window Step 6 In the Backup Storage Location window, choose the destination where DMT stores the TAR file: a. Network Directory: Stores the TAR file on a network location. Backup location Network path or IP address of the system that should store the backup file User Name User name for network access Password Password for network access After you enter the network path or IP address and the user credentials, click Browse (...) to navigate to the appropriate folder that should store the backup file. 13

Back Up Cisco CRS 4.0(5/5a) System Data Step 7 b. Local/Shared Directory: Stores the TAR file on thelocal drive (on which you are running the DMT) or a shared location (can be a network location with read and write access but without requiring user authentication). In the Path Name field, enter the path to the local/shared folder manually or click Browse to choose a local/shared folder that should store the backup file. Click Next. DMT starts backing up the data to the specified backup storage location, and the Backup in Progress window appears (see Figure 5). Figure 5 Backup in Progress Window Step 8 If you have specified a local drive to store the backup on the CRS 4.0(5/5a) system, a warning message might appear to prompt you to save the backup TAR file to a safe network location (see Figure 6). 14

Back Up Cisco CRS 4.0(5/5a) System Data Figure 6 Warning Message to Store the Backup at a Safe Network Location Step 9 The data is backed up to the said location. A status window is displayed once DMT successfully completes the backup operation (see Figure 7). 15

Back Up Cisco CRS 4.0(5/5a) System Data Figure 7 Status Message for Successful Backup Operation Step 10 Click OK on the status message and you can view the detailed status including the location of the log file (see Figure 8). 16

Back Up Cisco CRS 4.0(5/5a) System Data Figure 8 Detailed Status Window Highlighting Location of the Log File Step 11 If the backup operation does not complete successfully, the status window displays the appropriate error message(s). You must review the error logs and correct problems, as described in Troubleshooting Tips section on page -40. Click Next. The Post-Backup Checklist window appears (see Figure 9). This checklist reminds you of the tasks that you need to perform after the backup process. 17

Back Up Cisco CRS 4.0(5/5a) System Data Figure 9 Post-Backup Checklist Window Step 12 Click Finish. The Exit Confirmation window appears (see Figure 10). Figure 10 Exit Confirmation Window Step 13 Click Yes to quit DMT. DMT records all historical and configuration data and automatically backs up the database to the specified storage location either on your CRS 4.0(5/5a) system or on a safe network location in the TAR format. 18

Back Up Cisco CRS 4.0(5/5a) System Data View Backup TAR File Details After you complete the backup activity, you can validate the backup TAR file and view its details. To validate the backed up TAR file and view its details, do the following: Step 1 From the Cisco Unified CCX Data Migration Tool Home window, choose Options > Check Archive. The Enter the location of a valid backup file window appears (see Figure 11). Figure 11 Enter the Location of a Valid Backup File Window Step 2 Step 3 Enter the location information and user credentials of the latest TAR file you backed up. Click Validate. DMT validates the backup TAR file and displays the Data Migration Backup File Info window (see Figure 12). 19

Back Up Cisco CRS 4.0(5/5a) System Data Figure 12 Data Migration Backup File Info Window Step 4 Step 5 Review the backup TAR file information and then click Close. Finally click Home to go back to the Cisco Unified CCX Data Migration Tool Home window. Perform the Post-Backup Activities You have to convert and store the recording data (audio files) at a safe network location as the recording data will not be automatically backed up by DMT. Step 1 Step 2 Collect all IP addresses for all CRS and CAD servers. Include all off-board recording servers, if any. On each of these servers, convert any recordings stored on it to WAV format using the RAW to WAV utility (raw2wav.exe). Refer to the Cisco CAD Installation Guide for details on using this utility. 20

Upgrade Cisco CRS 4.0(5/5a) System Note Step 3 Since after upgrading CRS 4.0(5/5a) and Cisco CallManager, existing recordings will be deleted from the recording server and will no longer be available for review through Cisco Supervisor Desktop, you must use the RAW to WAV utility to convert them to WAV format and store the converted files on a secure server on the network for later use. These files can then be played using any application that is capable of playing WAV format files. You can use the batch file processing option of the RAW to WAV utility to convert multiple recordings (audio files) to WAV format at once. By default, recordings are located at C:\Program Files\Cisco\Desktop\Desktop_Audio. If a custom location was configured, use the registry key to locate it. Open the Windows Registry and then navigate to the key: HKEY_LOCAL_MACHINE/SOFTWARE/Spanlink/CAD/Recording & Playback Server/config/Audio Directory Copy the converted recording files to a secure server on the network. Upgrade Cisco CRS 4.0(5/5a) System To upgrade Cisco CRS 4.0(5/5a) to Unified CCX 7.0(1) and the corresponding Unified CM to the latest compatible version, do the following: Note To find the most compatible version of Unified CM, refer to the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide. Step 1 It is mandatory that you use only the DMA tool to upgrade Cisco CallManager to the latest compatible version of Unified CM in order to run with Unified CCX 7.0(1). For additional information on the DMA tool, see: http://www.cisco.com/en/us/docs/voice_ip_comm/cucm/dma/7_1_2/dmaug712. html a. Go to this URL and log in using your Cisco.com User Name and Password: http://tools.cisco.com/support/downloads/go/redirect.x?mdfid=278875240 21

Upgrade Cisco CRS 4.0(5/5a) System b. Choose IP Telephony > Call Control > Cisco Unified Communications Manager (CallManager), and then choose the DMA version that is most compatible with the Cisco CallManager. For more information on how to install Unified CM, see http://www.cisco.com/en/us/products/sw/voicesw/ps556/prod_installation_guid es_list.html. Caution Step 2 Do not perform LDAP synchronization during Cisco CallManager upgrade (using DMA) prior to running the Unified CCX Data Migration Tool. Install Windows 2003 OS and Unified CCX 7.0(1) on a machine where you want to restore the backed up data. For installation instructions, refer to the Cisco Unified CCX 7.0(1) Installation Guide. Caution Do not perform the initial setup configuration on the Unified CCX 7.0(1) system after fresh installation to avoid any data conflicts. Note If you have been running Cisco IP Queue Manager (IP QM) license on your CRS 4.0(5/5a) system, then upgrade it to Unified CCX 7.0(1) with Cisco Unified IP Interactive Voice Response (Unified IP IVR) license. For more information on upgrading from IP QM to Unified IP IVR, refer to the End-of-Life (EOL) notice. Warning Delete the CRS 4.0(5/5a) node2 CTI ports only if you have taken the backup from a CRS 4.0(5/5a) system having HA setup. 22

Restore the Backed Up Data Restore the Backed Up Data Restoring the backed up data on the Unified CCX 7.0(1) system involves the following: Perform the Pre-Restore Activities, page 23 Run the Restore Process, page 23 Perform the Post-Restore Activities, page 34 Perform the Pre-Restore Activities Before DMT starts restoring the CRS 4.0(5/5a) data on the Unified CCX 7.0(1) system, verify whether you have performed the following pre-restore activities: 1. Make sure that you have not performed any initial setup configuration on the Unified CCX 7.0(1) system. 2. Make sure that the Unified CM is upgraded to the most up-to-date version compatible with Unified CCX 7.0(1), using the DMA tool. 3. Make sure that the Unified CM services are up and running. 4. Clean up any existing configuration data if found on the Unified CCX 7.0(1) system. 5. Perform the Add to Cluster operation only after the backed up data is successfully restored on the Unified CCX 7.0(1) system. 6. Be patient during the restore activity as it may take several minutes to complete based on the data getting restored. 7. Stop and disable Cisco Security Agent (CSA) and other antivirus software applications, if any, running on the Unified CCX 7.0(1) system. 8. You might lose some historical reporting data if the hard disk size on the Unified CCX 7.0(1) system is downgraded. Run the Restore Process To automatically restore the backed up data on a system installed with Unified CCX 7.0(1), run DMT again on the Unified CCX 7.0(1) system. 23

Restore the Backed Up Data Step 1 Step 2 Obtain a copy of the DMT ZIP file containing UCCXDataMigrator.exe from the location where you stored earlier. Double-click to run the UCCXDataMigrator.exe. The Cisco Unified CCX Data Migration Tool Home window appears (see Figure 13). Figure 13 Cisco Unified CCX Data Migration Tool Home Window Step 3 Click Next. The Pre-Restore Checklist window appears (see Figure 14). 24

Restore the Backed Up Data Figure 14 Pre-Restore Checklist Window Step 4 Make sure that you have performed all the listed action items, and then click Accept to proceed. The Location of a Valid Backup File window appears (see Figure 15). If you have missed any of the listed action items, click Decline, perform that action item, and then restart the restore process from Step 1. 25

Restore the Backed Up Data Figure 15 Location of a Valid Backup File Window Step 5 In the Location of a Valid Backup File window, enter the location of the stored backup TAR file and the user credentials (user name and password) to access it. a. For a Network Directory, enter: Backup location Network path or IP address of the system where the backup file is stored User Name User name for network access Password Password for network access After you enter the network path or IP address and the user credentials, click Browse (...) to navigate to the appropriate folder where the backup file is stored. b. For a Local/Shared Directory, enter the path to the folder in the Path Name field or click Browse (...) to choose the local/shared folder. 26

Restore the Backed Up Data Step 6 Click Next to proceed. The Cisco Unified CCX Data Migration Tool License Upload window appears (see Figure 16). Figure 16 License Upload Window Step 7 In the License File Location field, click Browse (...) to specify a local folder where the valid Unified CCX 7.0(1) license files are located or enter the location manually. Step 8 Click Next. The License Validation window appears (see Figure 17). 27

Restore the Backed Up Data Figure 17 License Validation Window Step 9 Click OK. The Cisco Unified CM Administration login details window appears (see Figure 18). 28

Restore the Backed Up Data Figure 18 Cisco Unified CM Administration login details Window Step 10 Verify if the Unified CM Administrator authentication details (including Unified CM IP address, AXL Admin User Name, and Password) that are displayed in the Cisco Unified CM Administration login details window are up-to-date, and click Next. Caution Step 11 It is not recommended to change the Cisco Call Manager IP address or Administrator credentials during the upgrade. However, if you have changed these details while upgrading Cisco CallManager using the DMA tool, verify if the information pre-populated in the Unified CM Administration login details window is up-to-date; if not, update the information in this window accordingly. The Unified CM Validation Completed Successfully message window appears prompting you to click OK to start data migration (see Figure 19). 29

Restore the Backed Up Data Figure 19 Unified CM Validation Completed Sucessfully Message Window Step 12 Step 13 Click OK. If the database being used on the Unified CCX 7.0(1) system is different from what you have used in CRS 4.0(5/5a), then you might be prompted with a message to confirm the same (see Figure 20). Figure 20 Database Confirmation Window Step 14 Click Yes to confirm. The Restore in Progress window appears (see Figure 21). 30

Restore the Backed Up Data Note If you had HA setup on your CRS 4.0(5/5a) system, a warning message might appear prompting you to upload a valid Unified CCX 7.0(1) HA license (if you have not done so) before you perform the Add to Cluster operation. Figure 21 Restore in Progress Window Step 15 The data is restored from the said location. A status window is displayed once DMT successfully completes the restore operation (see Figure 22). 31

Restore the Backed Up Data Figure 22 Restore Operation Successful Window Step 16 After the restore activity is successful, a warning message appears with further information to complete the restore activity. Read thoroughly and click OK. An Information window appears with the message that DMT successfully completed the data restore operation (see Figure 23). Figure 23 Information Window Step 17 Click OK. The Application Administration page appears. 32

Restore the Backed Up Data Step 18 Minimize the Application Administration page and click Next on the Restore Operation Successful window. The Post-Restore Checklist window appears (see Figure 24). Figure 24 Post-Restore Checklist Window Step 19 Read through the listed activities and click Finish. The Exit Confirmation window appears (see Figure 25). Figure 25 Exit Confirmation Window Step 20 Click Yes to quit DMT. If the restore operation does not complete successfully, a status window is displayed with the appropriate error message(s). You must review the error logs and correct problems, as described in Troubleshooting Tips section on page -40. 33

Restore the Backed Up Data To successfully complete the data migration process, complete the post-restore activities on the Unified CCX 7.0(1) system as listed in the Perform the Post-Restore Activities section on page -34. Once you complete all these activities, your call center should be functional and ready to handle calls without any further configuration. Perform the Post-Restore Activities Running DMT on a Unified CCX 7.0(1) system restores all the historical and configuration data. However, some of the settings may not have been preserved during the upgrade and need to be manually re-configured. Step 1 Restore the Application Administration page that you minimized earlier and log in to the Unified CCX 7.0(1) Application Administration with the Administrator credentials (with the same user name as used in CRS 4.0(5) and the password as specified during Cisco CallManager upgrade) to start the JTAPI data resynchronization operation (see Figure 26). Note It may take a while to start the Application Administration process after the node manager restart. If you encounter Page Not Found error, wait for a few minutes, and then refresh the Application Administration web page to start the JTAPI data resynchronization operation. 34

Restore the Backed Up Data Figure 26 Application Administration Window Showing JTAPI Data Resynchronization Warning Step 2 Step 3 Step 4 If any of the Administrator capabilities are not assigned to some users by DMT, complete the Application Administration setup by logging in with the default Administrator credentials (user name as Administrator and password as ciscocisco, complete the initial setup, and then perform the JTAPI Client and Data Resynchronization operation. On the Application Administration page, choose Subsystems > Cisco Unified CM Telephony, and then click Cisco JTAPI Resync on the left pane of the Unified CCX 7.0(1) node to synchronize the JTAPI client. On the Unified CM, choose User Management > End User, and change the password for all the Administrators or Supervisors to avoid any security threat. Launch Cisco Desktop Administrator and verify whether the configuration settings from your CRS 4.0(5/5a) system have been restored. Note It is also recommended that you test workflows on the Cisco Desktop Administrator to make sure that they work appropriately. 35

Restore the Backed Up Data Step 5 Step 6 Step 7 If the configuration settings from your CRS 4.0(5/5a) system have not been restored after the restore process, manually re-create the following configuration settings on the Cisco Desktop Administrator. Re-enable the reason codes for each workflow group (if required) since the reason codes get automatically disabled after the upgrade. Re-insert the accent grave symbol (`) after the upgrade if you have used it earlier in your CRS 4.0(5/5a) system. The accent grave symbol (`) disappears from all the instances where it has been used in a field name in CAD 6.1(5). Re-create the custom enterprise data field with the index number 0 (zero) after the upgrade since it gets deleted after the upgrade. In an HTTP action, the system field AGENT_ID is changed to AGENT_NAME, and is functionally the same. However, the AGENT_ID system field is still available for you to use. Since CAD-BE is available in CAD 6.6(1), re-configure all Agent Desktop workflows after the upgrade. Existing Agent Desktop workflows are not applied to CAD-BE as it was not available in CAD 6.1(5). Use the Supervisor credentials configured while installing in Unified CCX 7.0(1) to log into Cisco Supervisor Desktop since you might have lost the Supervisor Desktop preferences due to underlying changes in the structure of Report tables. Note that all Conference Call Control actions become supervised conference Call Control actions after the restore process. Note that all existing Logout reason codes are prepended with a 1 (for example, reason codes 1, 2, and 3 become 11, 12, and 13) and all existing Not Ready reason codes are prepended with a 2 (for example, reason codes 1, 2, and 3 become 21, 22, and 23) to ensure that all reason codes have unique IDs. On all Agent Desktops, uninstall all CRS 4.0(5/5a) plug-ins, and reboot all the Agent Desktops. Install the latest compatible Unified CCX 7.0(1) desktop suites including CAD 6.6 on the rebooted and clean Agent Desktops. Make sure that the system is updated as needed to provide the appropriate system environment. For system requirements and instructions on installing Unified CCX 7.0(1) desktop suites, refer to the Cisco CAD Installation Guide for CAD 6.6 for Unified CCX 7.0(1). 36

Restore the Backed Up Data Note Step 8 Cisco Desktop Administrator has changed significantly since version 6.1, and portions of the functionality are now configured using a web interface. To understand the location where you should enter all the configuration data and review all the enhanced features (such as reason codes, work flows, and more), refer to the Cisco Desktop Administrator User Guide available here: http://www.cisco.com/en/us/products/sw/custcosw/ps1846/products_user_guide _list.html If you are migrating data from an HA setup existing in your CRS 4.0(5/5a) system, you must delete all the node2 CTI ports from the Unified CM to avoid any port conflicts while setting up HA on the Unfied CCX 7.0(1) system. To delete all the node2 CTI ports from Unified CM, you must complete the restore operation on the first node of the Unfied CCX 7.0(1) system using DMT, and then do the following: a. Choose Options > Remove CTI Ports from the Restore Operation Successful window or from the Cisco Unified CCX Data Migration Tool Home window (see Figure 27). Note You will find the Remove CTI Ports option enabled in the Restore Operation Successful window or in the Cisco Unified CCX Data Migration Tool Home window only if you use a system installed with Unified CCX 7.0(1) base version. The Remove CTI Ports option will be disabled if the Unified CCX 7.0(1) system is installed with any other SR or ES releases. Figure 27 Choosing to Remove CTI Ports from Unified CM b. Click Yes in the Confirmation window that appears (see Figure 28). 37

Restore the Backed Up Data Figure 28 Confirmation Window for Removing CTI Ports Note You can view all the CTI ports listed on the C:\CTIPorts.html page before you start deleting the CTI ports from Unified CM. c. DMT starts deleting the CTI ports (see Figure 29). Figure 29 Deleting CTI Ports by DMT 38

View Log Files d. After all the node2 CTI ports are deleted, a warning message appears (see Figure 30) that prompts you to go ahead with the Add to Cluster operation to bring up the HA setup on the Unified CCX 7.0(1) system. For more information, refer to the Cisco Unified Contact Center Express Administration Guide. Figure 30 Confirmation Window for Removing Node2 CTI Ports You can now perform the Add to Cluster operation to bring up the HA setup on the Unified CCX 7.0(1) system. If all the node2 CTI ports are not removed, then you will get a warning message prompting you to choose Options > Remove CTI Ports again until all the node2 CTI ports are deleted. Figure 31 Warning Message for Removing Node2 CTI Ports Step 9 Make sure that the custom Java classes are compatible with JDK1.5 being used in Unified CCX 7.0(1). View Log Files If you encounter problems while running DMT, you can obtain and examine the migration log file (C:\DMLog<Date#Time>.zip) generated by DMT. To analyze the log file for the most recent iteration of data migration activity, unzip the log file and open the CCXDataMigration(0)-0.log file. 39

Troubleshooting Tips Troubleshooting Tips While using DMT for the data migration activity, you may encounter some errors and warnings that can hamper the data migration process. This section contains the following troubleshooting tips for the problems that can occur during the data migration activity. Power Failure during Data Restore with DMT Problem Restore process fails due to power outage or an error occurs during historical reporting (HR) data restore process using DMT. Workaround Check the registry entry from HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ CCXDataMigration\MigrationStatus. If the value is less than 4, run DMT again to complete the data migration. If the value is equal to 4, choose Options > Repair DB on the Cisco Unified CCX Data Migration Tool Home window and run DMT again. Choosing Options > Repair DB performs the sanity check of the database, creates missing tables (if any), and cleans the partially migrated tables. Tip To map the phase that got migrated, refer to Components Completed entry in the log file, such as MigrationStatus 4 means HR data migration. Note You will find the Repair DB option enabled on the Cisco Unified CCX Data Migration Tool Home window only if you use a system installed with Unified CCX 7.0(1) base version. The Repair DB option will be disabled if the Unified CCX 7.0(1) system is installed with any other SR or ES releases. 40

Troubleshooting Tips Remove Attached CRS 4.0(5/5a) Database after Restore Failure Problem Data migration fails because a wrong TAR file is selected during the restore process or data migration fails at the end of phase 4 while the attached db_cra_4x is being removed. Workaround If the restore process fails because of an error, the CRS 4.0(5/5a) DB remains attached to the Unified CCX 7.0(1) DB. Choose Options > Tear Down from the Cisco Unified CCX Data Migration Tool Home window to remove the attached CRS 4.0(5/5a) database from the Unified CCX 7.0(1) database prior to running DMT again. Note You will find the Tear Down option enabled on the Cisco Unified CCX Data Migration Tool Home window only if you use a system installed with Unified CCX 7.0(1) base version. The Tear Down option will be disabled if the Unified CCX 7.0(1) system is installed with any other SR or ES releases. DMT Options Remove CTI Ports, Tear Down and Repair DB are Disabled Problem After an SR/ES release is installed on the Unified CCX 7.0(1) system, the options Remove CTI Ports, Tear Down, and Repair DB become disabled in DMT. Error Message None. Workaround Uninstall the SR/ES release from the Unified CCX 7.0(1) system and then perform the required operation. 41

Troubleshooting Tips Generic Error Message Displayed for any Data Migration Error Problem A generic error message is displayed whenever an error occurred during the Data Migration. Error Message An error occurred during the Data Migration operation. The CCX Data Migration tool will now abort. Workaround Check the data migration log to find out the root cause for the issue and take necessary action. DMT Intended to Run Only on a Valid CRS / Unified CCX System Problem DMT is intended to run only on a valid CRS / Unified CCX system during backup or restore operation. Error Message Error no server JVM at <JAVA_HOME>\bin\server\jvm.dll Error Message Please run the Cisco Unified CCX data migration tool on valid CRS/ CCX box. Error Message Not a Cisco CRS/Unified CCX box. Please run this tool in a valid CRS/ CCX box. Workaround Run the DMT on a valid CRS / Unified CCX system, that is either on CRS 4.0(5) or Unified CCX 7.0(1) base version. 42

Troubleshooting Tips Network Path not Accessible during Data Backup Problem Network path is not accessible during data backup process. Error Message 1. There was a problem accessing the backup path. Error Message 2. Make sure the path exists and is accessible. Workaround Make sure that the network connectivity is active and the backup location is accessible; and then run DMT again to start the backup process from the beginning. Split Operation on Database Backup File Failed Problem The db_cra.dmp file split operation failed. Tip: The split operation will happen only if the db_cra size is greater than 8GB. Error Message DB backup file split operation failed. Workaround Make sure that the database backup file in staging directory (C:\DM-STI) is not accessed by any other program during the export. Run DMT again to start the backup process from the beginning. 43

Troubleshooting Tips Creating Backup TAR file on a Network Location Failed Problem Error thrown while creating the backup TAR archive on a network location. Error Message Backup TAR file creation failed. Workaround Make sure that the network connectivity is up and running to the backup location and you have necessary permissions to create a backup file on the network location. Re-run DMT to start the backup activity from scratch. CRS Database Backup Operation Failed Problem CRS database (CDS/ADS/RDS/HDS) backup operation is failed. Error Message CRS database backup operation failed. Workaround Check the data migration log to find out the root cause for the issue and take necessary action. Re-run DMT to start the backup activity from scratch. Agent Desktop Configuration Data Backup Operation Failed on Engine Node Problem Agent Desktop Configuration data backup operation fails on the engine node. Error Message Desktop Agent config export operation failed. Workaround Make sure that LDAP monitor service is running on the engine node and check the desktop logs (C:\Program Files\Cisco\Desktop\log) to find out the root cause for the issue. 44

Troubleshooting Tips Data Backup Operation failed while Exporting Engine Session ID Problem Data backup operation failed while backing up the Engine Session ID. Error Message Engine Session ID export operation failed. Workaround Stop and disable Cisco Security Agent (CSA) and other antivirus software applications, if any, running on CRS 4.0(5/5a) Engine master and DB publisher nodes. Config Data Backup Operation Failed Problem Config data backup operation failed. Error Message Session ID/Alarm/License/Scripts/JTAPI Trace/Node Config/Users/LDAP Profile Export operation failed. Workaround Check the data migration log to find out the root cause for the issue and take necessary action. Re-run DMT to start the backup activity from scratch. CRS Group Configuration Data Backup Operation Failed due to Data Inconsistency between CRS and Unified CM Problem CRS Group configuration data backup operation failed due to data inconsistency between CRS and Unified CM. Error Message Group Config export failed. Seems like the CRS and CCM data are not in sync. Workaround Run the JTAPI Resynchronization operation from the CRS Application Administration page and re-run DMT to start the backup activity from scratch. 45

Troubleshooting Tips Configuration Data Backup Operation Failed because no AXL Host Information Found Problem Configuration data backup operation failed because DMT could not find the AXL host (Cisco CallManger) information. Error Message Config export failed. Couldn't find the AXL host information. Workaround Make sure that the Unified CM node is up and running and re-run DMT to start the backup activity from scratch. AXL Error during the LDAP Configuration Data Backup Operation Problem AXL error during the LDAP configuration data backup. Error Message AXL error occurred during the export. Workaround Make sure that the Unified CM is accessible and the AXL service is running. LDAP Configuration Data Backup Operation Failed Problem LDAP configuration data backup operation failed. Error Message <LDAP config Name> export failed. Workaround Make sure that the directory service (DC/ND/AD) is up and running and can be accessed from the CRS system. Re-run DMT to start the backup activity from scratch. 46

Troubleshooting Tips Catalog File Creation Failed Problem Catalog file creation failed. Error Message Data Migration catalog creation failed. Workaround Re-run DMT to start the backup activity from scratch. CVD Communication Failed because Node Manager is Down Problem Node Manager is down during backup or restore activity. Error Message 1. CVD communication failed. Please make sure that the Node Manager is up and running on this node. 2. CVD communication failed. Workaround Start the Node Manager and re-run DMT. Also make sure that all the nodes in the cluster are up and running before you re-run DMT. CRS Engine/DB Master Node not Found Problem DMT could not find the CRS Engine/DB master nodes. CRS Cluster is in an inconsistent state. Error Message Couldn't find the Engine/DB master node. Workaround Make sure that the CRS cluster is in a working state before starting the backup operation. 47

Troubleshooting Tips DMT is not Executed from the DB Publisher Node Problem DMT is intended to run only from the DB publisher node. Error Message Please run this tool on the DB publisher node (IP). Workaround Run DMT from the Database publisher node. CRS License Package not Found Problem CRS cluster license package is None. Error Message CRS cluster license package is None. Workaround Upload a valid CRS 4.0(5) license before running DMT for the data backup operation. Backup DB Size is Greater than Supported DB Space in Unified CCX 7.0(1) Problem Maximum supported database for export is 10 GB. Error Message The used DB space is greater than the size supported in CCX 7.0 release.so please purge the data before continue the data export operation. Workaround Purge the database to a supported size for data migration and re-run DMT. 48

Troubleshooting Tips Disk Space not Enough to Store the Backup File Problem Local staging drive (C:\) does not have enough space to store the backup data. Error Message There is not enough space in local disk to store the backup data. Workaround Free up local staging drive space to store the backup file. Staging Directory File Creation Failed Problem Staging directory file creation failed. Error Message Staging directory file creation failed. Workaround Make sure you have permissions to create directories in the staging drive (C:\) and re-run DMT to start the backup operation. File Join Operation Failed Problem The db_cra.dmp file join operation failed. Error Message File join operation failed. Workaround Make sure that the split files (db_cra.dmp_1 and db_cra.dmp_2) are not accessed by any other programs. Re-run DMT to start the restore activity from scratch. 49

Troubleshooting Tips Unified CCX 7.0(1) ICD Language is Different from CRS 4.0(5/5a) Problem Customer has installed Unified CCX 7.0(1) system with an ICD language different from the CRS 4.0(5/5a) system. Error Message CCX 7.0 ICD language is different from the CRS 4.0. Workaround Reinstall the Unified CCX 7.0(1) system with proper CAD language selected (same as CRS 4.0(5/5a) backup) and run DMT again. High Availability Mode not Supported during Data Migration Problem HA has been formed before performing the data migration. Error Message CCX 7.0(1) setup is in High Availability mode. Workaround Backup activity should be performed only on First/Single Node. Remove the second node and re-run DMT. License Upload Failed Problem License upload failed. Error Message CCX 7.0 license upload failed. Workaround Make sure that the license directory has not been deleted during the restore process and re-run DMT. 50

Troubleshooting Tips Not Enough Space to Stage Backup File On Unified CCX 7.0(1) Problem Unified CCX 7.0(1) system does not have enough space to stage the backup TAR archive. Error Message The system doesn't have enough space to stage the backup TAR archive. Workaround Run DMT after freeing up space on the staging drive (C:\) on the Unified CCX 7.0(1) system. Invalid Backup TAR File Used Problem Invalid backup tar file is used. Error Message Not a CRS 4.0(5) Data Migration backup TAR. Workaround Re-run DMT and select the valid CRS 4.0(5/5a) backup TAR file. SQL Server Port Mismatch Problem SQL Server is installed with a different SQL port on the Unified CCX 7.0(1) system. Error Message CCX 7.0 SQL Server port is different from the CRS 4.0 backup. Workaround Re-install the SQL Server with proper SQL port selected (same as used for CRS 4.0(5/5a) backup) and re-run DMT. 51

Troubleshooting Tips Backup TAR File Validation Failure Problem Not a valid backup TAR file. Error Message Error while validating the backup TAR file. Workaround Make sure that you are using the backup TAR file with the same version as the tool. You can view the backup TAR file info (including the version) using the Check Archive option during the restore activity using DMT. Component Activation Failed on Unified CCX 7.0(1) System Problem DB and engine component activation failed. Error Message Component activation failed. Workaround Make sure that the restore process is carried out on a freshly installed Unified CCX 7.0(1) system. Configuration Framework Initialization Failed on Unified CCX 7.0(1) System Problem Configuration framework initialization failed. Error Message Config framework initialization failed. Workaround Make sure that the restore process is carried out on a freshly installed Unified CCX 7.0(1) system. 52

Troubleshooting Tips Configuration Objects cannot be Accessed on Unified CCX 7.0(1) System Problem DMT can not access the Unified CCX 7.0(1) configuration objects. Error Message Error while retrieving the CCX Node ID. Workaround Make sure that the restore process is carried out on a freshly installed Unified CCX 7.0(1) system. Historical Reporting Database Data Purging Operation Failed Problem Historical Reporting database data purging operation failed. Error Message HR DB data purging operation failed. Workaround Check the data migration log to find out the root cause and run DMT again. Node2 CTI Ports Removal Failed Problem Node2 CTI Ports are not removed before performing the Add to Cluster operation and setting up HA on Unified CCX 7.0(1) system. Error Message HR DB data purging operation failed. Workaround Choose Options > Remove CTI Ports until all the node2 CTI ports are deleted. If this option is unable to delete the CTI Ports, do the following to manually remove the node2 CTI ports from the Cisco Unified CM: Step 1 Delete phones by choosing Device > Phone page. 53