Troubleshooting CallManager, Network Signaling and Dial Plan © 2004 Cisco Systems, Inc. All rights reserved. Troubleshooting CallManager Upgrades IPTT v4.02-1

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upon completing this lesson, you will be able to: Explain the benefits of upgrading a CCM cluster Discuss the restrictions around upgrading from different CCM versions Explain the process of upgrading a Call Manager Cluster Identify issues and problems that may occur as a result of upgrading Apply troubleshooting methods for solving Upgrade related problems Troubleshooting CallManager Upgrades: Objectives

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline: Overview Cisco CallManager Upgrades Upgrade Restrictions and Procedures Cisco CallManager Upgrade Assistant Utility Issues That Can Arise from Upgrades Resolving Upgrade Issues Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Why Upgrade? New or improved telephony features New or improved system monitoring tools New or improved security features Defect resolution

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Difference Between Upgrading and Patching Upgrading –Is a more complex, more permanent process to fix bugs and introduce new features or enhancements Patching –Is a quick temporary fixa reversible process to fix a software bug

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upgrade Restrictions Review Cisco CallManager compatibility matrix Cisco CallManager 4.0(1) Cisco CallManager 3.3(3) Cisco CallManager 3.3(2) Cisco CallManager 3.2(3) 3.2(2c), 3.2(3), 3.3(2), 3.3(3). 3.1(4a), 3.1(4b), 3.2(2a), 3.2(2c), 3.2(3), 3.3(2). 3.1(4a), 3.1(4b), 3.2(2a), 3.2(2c). Upgrade from 3.2(3) is not supported due to defect. Go to 3.3(3) directly. 3.0(12), 3.1(3a), 3.1(4a), 3.1(4b), 3.2(2a), 3.2(2c). Minimum SQL2k sp3 and OS sr2 required prior to upgrade Minimum SQL2k sp3 and OS required prior to upgrade Minimum SQL2k sp2 and OS required prior to upgrade Minimum SQL7 sp4 and OS required prior to upgrade To From

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upgrade Restrictions (Cont.) Cisco CallManager 3.2(a) & (c) Cisco CallManager 3.2(1) Cisco CallManager 3.1(4a) & (4b) 3.0(12), 3.1(2c), 3.1(3a), 3.1(4a), 3.1(4b), 3.2(1). 3.0(12), 3.1(2c), 3.1(3a). From To

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upgrade Restrictions (Cont.) Cisco CallManager and 3.0, 3.1, and 3.2 require Microsoft SQL 7.0. Cisco CallManager 3.3, 4.0, and above require Microsoft SQL Upgrade from 3.0, 3.1, 3.2 to 3.3.3bypass defect in DC Directory. Avoid creating passwords with special characters.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upgrade Procedures Review the Cisco CallManager Compatibility Matrix. Draft an upgrade plan including a contingency plan to back out of the upgrade. Run Cisco CallManager Upgrade Assistant Utility on the publisher and subscribers. Follow the upgrade guide preupgrade and postupgrade tasks.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upgrade Procedures (Cont.) After you download the necessary upgrade files, it is best to burn the files to a DVD or CD-ROM. Upgrade one server at a time. First upgrade the publisher, followed by the subscribers. Subscribers should pull the latest database from the publisher.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco CallManager Upgrade Assistant Overview Cisco created the Cisco CallManager Upgrade Assistance Utility to help users determine whether a given system is ready for an upgrade. You can obtain the Cisco CallManager Upgrade Assistant Utility from the web.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Unresolved upgrade utility issues Third-party vendor software may block services from stopping (example NetIQ and unsupported virus software) Possible DVD/CD-ROM drive failure (laser reader) Third-party CDR scripts (CDR failure) CRS/CRA, Cisco Conference Connection (Cisco JTAPI, Cisco TSP, SQL CDR scripts) Issues That Can Arise from Upgrades

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v There may be inconsistent account passwords. Cisco requires that the following account passwords be the same on every server in the cluster: –CCMAdministrator, BackAdmin, CCMEML, CCMService, CCMServiceRW, CCMUser, SQLSvc, SQL sa Cisco strongly recommends that special charters not be used in account passwords. Many installations and upgrades complete unsuccessfully because of password issues. Issues That Can Arise from Upgrades (Cont.)

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Install logs are found in C:\Program Files> Common file> Cisco> Logs. Error messages can appear when upgrading from Cisco CallManager 3.2 or 3.3 to 4.0. Do not forget to update or check LMHOST files. Not updating or checking these files can cause major issues with subscribers database replication. Resolving Upgrade Issues

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary Cisco CallManager cluster upgrades require planning. Upgrade one server at a time. Account passwords must be consistent, with no special characters in the password strings. Upon an upgrade failure, review the upgrade logs. If you have questions relative to upgrading your cluster, open a priority 4 case with the Cisco TAC.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Within a CallManager cluster, which accounts need to be the same in all servers? 2. Before upgrading your CallManager cluster, which utility do you run on all server? 3. You are upgrading your CallManager cluster, which server do you upgrade first? 4. If your publisher failed to upgrade, where would look first to find the possible cause? 5. Which account is used for server-to-server interaction within a CallManager system? 6. Best practice dictates that you know your _____ and ____ upgrades procedures before upgrading your CallManager cluster. Lesson Review