Upgrade from SCCS 5.0 to CC6

[picklemogg]

Greetings- we are about to upgrade 6 of our contact centers from SCCS 5.0 to CC6. I did have a couple of specific questions, but also was looking for any feedback/gotchas from others that have been throught this upgrade and would like to share.

Current Software-
SCCS 5.0 all networked via NCC
SWC 4.5

Looking to upgrade to CCMS6/CCMA6

My specific questions are around order of upgrade and compatability in general. Ideally we would want to upgrade SWC and SCCS one location at a time. Maybe a week or 2 later proceed with the next center, etc. Can you have SCCS 5.0s networked with CCMS6s or do all have to be on same version? NCC to be upgraded first? Does it matter?

Any thoughts on this would be greatly appreciated. Thanks and have a great day.

PMoggs

 

[Jeff325]

PickleGuy
CCMA is backward compatible with SCCS 5.0 SU5 with limited functionality. SWC is not forward compatible. To be safe I would upgrade the NCC first because it is backward compatible.

Good Luck
Jeff

 

[Milesprower]

Excellent advice from Jeff. You can upgrade and use CCMA to get used to the updated interface while remaining on SCCS 5.

 

[captaingadget]

Yes definitely do NCC first, I think this is a pre-requisite in any case. SCCS5 and CC6 do work together.

 

[picklemogg]

As always, thank you all for the valuable input. One of my big concerns was whether you could have SCCS 5.0s and CCMS 6.0s networked together and based on your input I guess that you can.

One last one- when upgarding from SWC 4.5 to CCMA 6.0 what part of the config/database can be uploaded? Do you need to add all the users in Access and partition Management manually or do they export? Do u have to setup partitions and access classes all over again or do they migrate? Just trying to figure manual work involved as I know the SWC 4.5 and CCMA 6.0 look a little diff so I would guess somethings would not carry over. Thanks.

Todd

 

[Milesprower]

While we normally rebuild the user ids, access classes, and partitions, there are ways to migrate the data from SWC 4.5 to CCMA 6.0.

There are sections in the CCMA Installation and Maintenance guide entitled "Migrating SWC 4.5 Platform from Windows 2000 to Windows 2003", and "Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on Same Server". The CCMA Installation and Maintenance Guide is on the Nortel PIC and should also be on the DVD that ships with the product. You vendor should also be able to get you a copy.

We usually find it best to review user ids and access rights. Also Partitioning and access classes are more complex in CCMA 6.0.