Cisco Agent Desktop

Introduction

This document describes how to perform an 8.5.1 to 8.5.2a "Over the Top" upgrade of a High Availability Cisco Agent Desktop (CAD) server (Primary and Secondary) with a Flat File Rascal database.

Prerequisites

Requirements

Cisco recommends that you have knowledge of Unified Contact Center Enterprise (UCCE) CAD.

Components Used

The information in this document is based on CAD Version 8.5.x.

Upgrade Steps

1. Back Up the Servers
   Cisco recommends that you back up your Primary and Secondary servers prior to the upgrade. In order to perform the backup, use the LDAP Data Interchange Format (LDIF) method for the Lightweight Directory Access Protocol (LDAP) database and Cisco CDBRTool for Cisco Recording and Statistics Service (RASCAL) information.
2. Disable Replication
   
   • In order to disable replication, run PostInstall.exe located in C:\Program Files\Cisco\Desktop\bin on the Primary CAD Server and navigate to the Replication Setup folder.
   • In the Set up Replication pane, set the Directory Services Replication radio button to Off.
   • Once Replication is disabled, restart all services on the Secondary server as instructed by the PostInstall GUI, and close PostInstall.
     

     

   
   
   • At this point, replication is disabled. In order to confirm that replication is disabled, run PostInstall on the Secondary server. The CAD Base Services window lists the Secondary server IP address in the Primary field, and the Replication Setup pane on the Secondary server confirms that Directory Services Replication is Off.
     

     

     
     

     Note: With replication disabled, both servers are now essentially configured as separate stand-alone Primary servers.

3. Run the Upgrade on the Primary CAD Server
   
   • In order to install the upgrade, run Cisco_Agent_Desktop_8.5.2a_Installer.exe.
   • After the installation, PostInstall launches automatically. The CAD Base Services display in the first window. At this point, the Secondary server field is blank. Do not change the settings!
   • Click OK in order to proceed to PostInstall.
     

     

4. Run the Upgrade on the Secondary Server
   
   • In order to install the upgrade, run Cisco_Agent_Desktop_8.5.2a_Installer.exe.
   • After the installation, PostInstall launches automatically. The CAD Base Services display in the first window. At this point, the Primary server field displays the IP address of the Secondary server. Do not change this setting!
   • Click OK to proceed to PostInstall.
     

     

5. Reestablish Replication
   
   • In PostInstall, navigate to the Replication Setup folder.
   • In the Set up Replication pane, verify that the correct servers are assigned in the Primary and Secondary server fields, and set the Directory Services Replication radio button to On.
   • Once Replication is reestablished, restart all services on the other server as instructed by the PostInstall GUI, and close PostInstall.
     

     Note: There is a possibility that the replication might not be successful after the upgrade. If you see this error, do not close Postinstall.
     
     
     
     If you close it at this point, it might crash slapd.exe and corrupt LDAP!

     
     This issue might occur because the replication process was unable to delete the "Team Recording & Statistics" flat file database folder. Every team has this subfolder located under the database folder. The database folder might also contain a subfolder named "Default" which can cause problems.
     
     The solution is to remove the <Team Name> and "Default" folders from c:\Program files\cisco\desktop\database\ on all CAD servers before you reestablish replication. After replication is reestablished, you can copy the <Team Name> folders back into the \database directory.