Upgrade from Unified Workforce Optimization Quality 9.0.1.57 to 10.5 or last version

[thierry.berwart_2]

Hi,

We are planning to upgrade a version 9.0.1.57 to the last version or to the 10.5 version.

We don't know yet to final version of CUCM (10.5(5)SU2 or 11.0.1) and so  the version of Quality Management.

I found the installation/upgrade guide for version 10.5 :

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/workforce_optimization/qm_10_5/installation/guide/qm-installation-guide-cisco-ccx-105.pdf

but I couldn't find this document for the version 11 :-(

There are nothing there :

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-workforce-optimization-workforce-management-11-0-1/model.html

Do you know where I cand find some info for the version 11 (Docs + Compatibility Matrix) ?

On Docwiki, the lastest version is not the 11 :

http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Work_Force_Optimization_Suite_for_Cisco_Unified_Contact_Center_Express

Anyway, I read the upgrade guide and basically, it's uninstall the previous version of QM and the SR, install the new version ...

Do you know if it will keep all the parameters/configuration ?

Or if I have to setup all again from scratch ?

Thanks you in advance,
Thierry

[Chris Deren]

I am not aware of version 11 being out already. For example CCX version 11.0 is not available yet.

[thierry.berwart_2]

Sorry, I was talking about CUCM version 11. , UCCX Version 10.6 is compatible with CUCM 11 with a patch/SR

But I don't know if QM version 10.5 is compatible with CUCM version 11.

I think I will stay in version 10.5 for all the application, it's safer ;-)

Thierry

[Chris Deren]

Release notes for SR6 do not include CUCM 11.0:

http://www.cisco.com/web/software/284077947/127469/Cisco_Quality_Management_10.5.1_SR6_ReleaseNotes.pdf

[thierry.berwart_2]

Hi,

Thanks you for the link !
We will stay in version 10.5.X for the Callmanager and 10.6 for UCCX.

Do you have any experience in upgrading Quality Management ?

In the upgrading doc, they said that we have, basically, to uninstall the previous version of QM + the different SR and install the new version ...

Do you know if it will keep all the parameters/configuration ? or I have to take a lot of printscreens of the current config to be sure ?

We have a Base server and a recording server

Thanks a lot,
Thierry

[lohjintiam]

Hi Thierry,

There's a limitation using the QM Finesse gadget for UCCX v10.6 with QM v10.5. If that is not a concern that UCCX v10.6 would be fine.

QM configurations are kept in the database. So when you uninstall QM v9 (backup DB priori to that) and installing QMv10.5 its deploying the new binaries/exes. The install guide also mentioned some changes/missing items once you have upgraded that you might want to review and see how it would impact your environment.

Thanks!

-JT-

[thierry.berwart_2]

Thanks you JT !

We have 2 servers : a base server and a recording server.

On the second one, the proxy gateway is configured. Do you know if it will keep the settings ? I don't have the feeling that it's stored in the Databse.

I will read all the guides now to know if they are talking about it.

Kind regards

Thierry