CAD Upgrade as part of UCCX Migration (8.0x to 10.61(1))

[mark-cummings]

Hi there everyone,

As part of the Migration from UCCX 8.0.x to UCCX 10.6(1) we will need to Upgrade CAD between the 8.0x version and the 10.6.x version.

Firstly, I understand that CAD is discontinued and we should go to Finesse, but we are planning this as Phase 2 step to minimise impact on Agent feel\Training etc until further decisions are made around CRM etc. So Phase 1 is mainly on UC Infrastructure update with minimal change to Agent (CAD in this case).

So, my question is....if all the necessary steps are in place to allow for Automated Updates:-

• Enable via Administration
• Ensure Elevated Privileges on PC
• Ensure Supported OS, Browser, JRE (Java) etc.
• Ensure Internet Explorer configured for “checks for newer pages”

And we are going to be keeping the same UCCX HA IP\Hostnames in NEW UCCX 10.6 Cluster, can the CAD\CSD clients be updated as part of the Automated Updates process?

• Even if CAD versions are from different UCCX Versions, is this supported?

OR, do i need to perform the MSI Deployment to Upgrade?

Many thanks in advance for everyone's input.

[Aaron Harrison]

Hi

If users have the admin rights on their PC, it will upgrade automatically.

If not, you would need to manually upgrade or deploy the MSI. 

You can only have one version of CAD installed on the PC.

Even if users have admin rights, we typically arrange for someone to upgrade the software when doing upgrades to reduce user confusion and lost productivity on day 1 after the upgrade.

Aaron

[mark-cummings]

Thank you Aaron. Hugely appreciated.

[richard-ferguson]

We just did exactly that two weeks ago and CAD auto-upgrade worked perfectly. All users had local admin privilege already.

The bigger issue may be the very immature Intelligence Center web reporting. HRC fat client no longer exists so you're forced to use CUIC. RTMT reports user permissions errors which may be a red herring as it seems to work but we've had another 8-10.6 upgrade go pear-shaped as well for CUIC.

Have a really careful read of all the caveats surrounding Finesse before migrating away from CAD. Check the Cisco Customer Contact Solutions Ordering Guide and the UC Release 10 SRND and perhaps don't try to fix what isn't broken in a later release of UCCX. 100% your call but at least go in to it armed with information.

[mark-cummings]

Hi Richard....many thanks for full reply. another couple of Q's if i may....

• How long did the CAD Upgrades take in this manner per user (typically)?
• This is kicked off once user logs in, so do they get a prompt\ option to upgrade?
• If they chose not to, the 8.x CAD won't work for UCCX 10.6 correct?

Many thanks in advance.

[richard-ferguson]

Duration - From memory, the upgrade takes around 5 minutes per PC. The PC must reboot afterward. We do it during a planned maintenance window, between cutover and start of business next day.

As soon as the user starts CAD, CAD performs a standard version check (you can see it on the splash screen). It notifies that a newer version is available on the server and proceeds to upgrade.

There is no choice - the upgrade must proceed.

It really is no drama at all if local or domain admin privilege is held by the user who starts CAD 8. Do what Aaron suggested and have an IT support person(s) on-hand. You're much better planning this in a structured way after hours or in a low traffic period, rather than just letting users go for it as it will probably take less time overall to plan it rather than allow chaos to reign :-)