MITEL

SOLUTIONS SERIES

NETWORK UPGRADES
SOLUTIONS GUIDE
DECEMBER 2014
 NOTICE
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by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should
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Network Upgrades
Release 4.0
December 2014

®,™ Trademark of Mitel Networks Corporation

© Copyright 2012-2014, Mitel Networks Corporation
All rights reserved
 Table of Contents

CHAPTER 1: INTRODUCTION

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Terms and Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 2: UPGRADING A MITEL NETWORK

Upgrading your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Migrating to MiVoice Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Collect site information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Software compatibility with other products and other versions. . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Software compatibility matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Multiple versions of MiVoice Business in the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Hardware compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Upgrading from a hardware platform to ISS or MiVoice Business Virtual . . . . . . . . . . . . . . . . . 18
Upgrading MiVoice Business Virtual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Planning and purchasing upgrade licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Licensing for MCD Release 5.0+ and MiVoice Business 7.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Upgrading from MCD 4.0 and previous releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Additional considerations before upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Prepare to Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Before upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Upgrade steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
MiVoice Business Software Installer (SI Tool) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Online Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Obtaining the new software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Reading the Release Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Planning the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Single controller network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Network with non-clustered elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Network with clustered elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Networks with resilient elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Large, multi-site network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Performing the Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Back up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Run the upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

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Network Upgrades

Restore the data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Test and troubleshoot your upgraded system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Many SDS errors in a mixed MCD/MiVB network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

iv
Chapter 1
INTRODUCTION
Network Upgrades

2
 Introduction

Introduction
Upgrading one piece of hardware or software is relatively easy, and fully documented, but
upgrading a full network takes some additional planning.

For instance, the following questions may come to mind:

• What if not all the MCD or MiVoice Business nodes in the network are at the same version?
Do I have to upgrade them all?
• Does it matter which network elements I upgrade first?
• Does it matter which product I upgrade first?
• If I upgrade MiVoice Business node A to a new version, will I have to upgrade any or all of
my applications?
• How long will the upgrade take?
• How can I minimize down-time?
• Do I have to do anything differently when upgrading the virtual components?
• What about non-Mitel components and third-party applications in the network?

Note: When upgrading MCD from a pre-Release 4.0 installation to MCD Release 4.1,
4.2, 5.x, or 6.0, or MiVoice Business Release 7.0, you must always upgrade to MCD
Release 4.0, perform a migration to the RDN Synchronization Mode, and then upgrade
to the desired version.
For information about performing the migration, see the Migrating to RDN
Synchronization Mode Solutions Guide.

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Network Upgrades

Terms and Acronyms

The following table defines some of the terms used in this guide.

Table 1: Terms and Acronyms

TERM DEFINITION

3300 ICP The 3300 ICP is the proprietary Mitel hardware platform on which the MiVoice
Business controller software is run.
Note that the MiVoice Business software also runs on industry standard servers, and
on VMware virtual machines (MiVoice Business Virtual).

AMC Applications Management Center

Used to generate license keys to be created automatically 24 hours a day, 7 days a
week.

ARID Application Record ID

AWV MiCollab Audio, Web and Video Conferencing, a feature of MiCollab. Formerly called
Mitel Collaboration Advanced (MCA).

CESID Customer Emergency Services ID

Classic Mode MCD databases are in Classic Mode if the MCD Release is earlier than 4.0, or if the
MCD Release 4.0 database has not yet been migrated to RDN Synchronization mode.
You must migrate to RDN Synchronization mode if you plan to upgrade to MCD
Release 4.1 or higher, or MiVoice Business 7.0 or higher. Refer to the Migrating to
RDN Synchronization Mode Solutions Guide for more information and for instructions.

DLM Designated License Manager

GDM Global Data Model

When an MCD is migrated to RDN Synchronization mode, the databases are
converted to the Mitel Global Data Model.
You must migrate to RDN Synchronization mode if you plan to upgrade to MCD
Release 4.1 or higher, or MiVoice Business 7.0 or higher. Refer to the Migrating to
RDN Synchronization Mode Solutions Guide for more information and for instructions.

Group ARID Group Application Record ID

MAS Mitel Applications Suite (now called MiCollab)

MCA Mitel Collaboration Advanced (changed to MiCollab Audio, Web and Video
Conferencing)

MCD Mitel Communications Director (the name has changed to MiVoice Business - MiVB)
In this guide, the terms MCD and MiVB are used to mean a controller. In the software
sense, these are synonymous with 3300 ICP.

MICD Multi Instance Communications Director (now called MiVoice Business

Multi-instance)

MiCollab Suite of applications, including voice mail, conferencing and collaboration and
presence, for use in a Mitel network. Formerly called Mitel Applications Suite (MAS).

4
 Introduction

Table 1: Terms and Acronyms

TERM DEFINITION

MiVB MiVoice Business (formerly MCD)

MiVB Multi-instance MiVoice Business Multi-instance (formerly MICD)
MiVB Virtual MiVoice Business Virtual (formerly vMCD)

RDN Relative Distinguished Name

RDN Synchronization is the database model for MCD releases after MCD Release
4.0, and MiVoice Business—all releases.

RDN Synchronization When an MCD is migrated to RDN Synchronization mode, the databases are
Mode converted to the Mitel Global Data Model.
You must migrate to RDN Synchronization mode if you plan to upgrade to MCD
Release 4.1 or higher. Refer to the Migrating to RDN Synchronization Mode Solutions
Guide for more information and for instructions.

Resilient Pairs Devices (IP phones and IP consoles) can be configured to have a primary controller
and a secondary controller, with the secondary controller available to immediately
take over if the primary controller fails. The primary and secondary controllers can be
referred to as a resilient pair.
SDS allows you to keep these two controllers synchronized so that the devices can be
moved seamlessly from primary to secondary in the event of a controller failure.

SDS System Data Synchronization

SDS is the data sharing mechanism that helps keep MCD nodes in a network
synchronized with all of the other nodes. See the Using System Data Synchronization
Solutions Guide.

Sharing Scope The data shared among network elements using SDS can be shared across the whole
network, within the cluster or administrative group, or by resilient pairs. These are
some of the choices for the sharing scope.

SI Tool MiVoice Business Software Installer

Sync In a network, SDS allows you to make the network elements form data the same on
or each network element. When the form data matches across elements in the network,
they are said to be in synchronization.
synchronization
To synchronize the network, you click the Sync button on the Network Element
Assignment form.

vMCD Virtual Mitel Communications Director (now called MiVoice Business Virtual)

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Network Upgrades

6
Chapter 2
UPGRADING A MITEL NETWORK
Network Upgrades

8
 Upgrading a Mitel Network

Upgrading your network

Every network is different, but there are common things to do in every upgrade (or migration),
no matter what kind of network you have, or which part of the network you are upgrading.

Start planning your upgrade using the following steps; more information about completing each
step is provided in subsequent sections.
1. Collect site information.

Before doing anything else, you need to inventory your network. Make a list of all the
equipment, along with the software and hardware versions for the MiVoice Business or
MCD on each element.

With each item, record the information you will need to access it; for example, administrator
passwords for the controllers and system IP addresses for the MiVoice Business Software
Installer (SI Tool).

Example tables are provided to help in your information collection. See “Collect site
information” on page 11.
2. Plan which elements to upgrade.

You may originally plan to upgrade just one network element or one element type, but you
may find that other elements or applications need to be upgraded, too, to remain compatible
with the new software.

For more information, see the software compatibility matrix in “Software compatibility matrix”
on page 14.
3. Purchase or move licenses.

See “Planning and purchasing upgrade licenses” on page 20.

4. Additional considerations before upgrading

This section discusses planning for resilient MiVoice Business controllers and devices,
System Data Synchronization (SDS), and critical functions and applications.

See “Additional considerations before upgrading” on page 24.

5. Prepare to upgrade.

When planning your backups, you need to know the state of each controller and the network
at backup time. You need to consider the length of time it will take to perform the upgrades,
and whether you can complete the upgrades during your regular maintenance window.

Install the MiVoice Business Software Installer Tool for the version of MiVB you are installing.
You can do the database backup, the online upgrade, and the database restore, all from
the SI Tool.

In some cases, it is necessary to perform your upgrades in a particular order, either because
of the resiliency configuration of the network, or to reduce down-time, for example.

This section gives general information about performing the upgrade for the various types
of MiVoice Business installation.

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Network Upgrades

If you have MCD Release 5.0+ installed, and you are upgrading to the next release, you
can use the Unattended Upgrades feature. For detailed instructions, refer to “Scheduling
Unattended Software Upgrades” in the System Administration Tool Online Help.

Note: Starting in MCD 5.0 SP1, optional e-mail notification is provided at the beginning
and at the completion of each process in a scheduled software upgrade, and when a
process is canceled from the Scheduler.

Also in MCD Release 5.0+ (for upgrading from MCD 5.0+ to a higher release), there are
new non-SI Tool upgrade procedures available. Refer to the Mitel 3300 ICP Technician’s
Handbook for Release 5.0.

See “Prepare to Upgrade” on page 28.

6. Perform the upgrades.

The upgrade procedure includes the backup, the upgrade, and the restore.

See “Performing the Upgrade” on page 39.

7. If, at some point during the upgrade, you find you are running out of time, (due to AMC
access or licensing difficulties, for example), you can revert back to the original MiVB
release. Then you can restart the upgrade when the problems are resolved, and you have
another time slot available to perform the upgrade.
• If you are upgrading on a hardware system, you can install the new version of software
on a new, fresh drive. Then you can revert back to the original release by taking the
drive out, and replacing it with the original drive with the current MiVB release on it.
• If you are upgrading MiVB on ISS, for example, you can re-install the current MiVB
software and then restore the backup.
8. Test your upgraded system, and troubleshoot any problems that might appear.

This section describes some tests you should run to make sure that the upgrades were
successful, and includes some general troubleshooting tips.

See “Test and troubleshoot your upgraded system” on page 42.

Migrating to MiVoice Business

If your upgrade involves migrating from a legacy system like the SX-2000, please contact Mitel
Professional Services.

Some of the peripherals and devices you are using with the SX-2000, or other legacy system,
will not work with MiVoice Business. Mitel Professional Services can help recommend similar
equipment that will work, although exact replacement functionality may not be possible. You
can get help migrating your data to the MiVoice Business controller and making the changeover
with the minimum of disruption to your services.

An SX-2000 can also be migrated to MiVoice Business Virtual. This migration requires additional
planning for resiliency, system networking, clustering, SDS, and changes in applications
integrations.

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 Upgrading a Mitel Network

Collect site information

Before making any changes to your network, inventory your installation to make sure you know
exactly what you have, which elements need to be upgraded, and the details you will need
handy to proceed with the upgrade procedures.

Ensure that you are current with Mitel Software Assurance, or update it before starting the
upgrade. If you are upgrading to MCD Release 5.0+ or MiVoice Business Release 7.0, the
licenses are handled differently. In previous releases, you could enter licenses and passwords
manually at the time of the upgrade. When upgrading to MCD Release 5.0+, every MiVB must
have an ARID in advance.

Also introduced in MCD Release 5.0 is Enterprise Licensing (which uses Group Application
Record ID or Group ARID). If you are planning to use Enterprise Licensing, you must factor
this into your upgrade planning. For more information about Enterprise Licensing, refer to
“Application Group Licensing Example” in the System Administration Tool Online Help.

Fill in Table 2 before make any changes. You should also record details about any third-party
hardware and software in the network.

Table 2: General site information

Information needed Equipment specifics Details of your installation
Name of site
Location
Contact information
Mitel Communications Platforms:
• MiVoice Business • IP addresses
• MiVoice Business-ISS • passwords
• MiVoice Business Virtual
• MiVoice Business Multi-instance
• 5000
• Axxess
Licensing • Application records (ARID)
• Online • Group Application records (Group
• Offline ARIDs)
If using Enterprise Licensing, which
switch will be the Designated License
Manager (DLM)?
Devices (phones)
Flexed Dimensions?
What (if anything) has been flexed?

Management tools

MiCollab (formerly MAS)

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Network Upgrades

Table 2: General site information

Information needed Equipment specifics Details of your installation
Mitel applications

Third-party hardware and applications

Hardware

Software

Server (Active Directory)

Application licensing
What applications need to be licensed?

Are there Trusted applications that do

not need user licenses?

Type of site
single MiVoice Business controller

clustered or non-clustered?

resilient site(s)

multi-site Enterprise - resilient

multi-site Enterprise - non-resilient

Next, gather the version information for all your installed Mitel equipment. In the Notes column,
add any login information and IP address information that you will need to upgrade the software.

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 Upgrading a Mitel Network

Table 3: Current installed versions

CURRENT
SOFTWARE
MITEL PRODUCT VERSION NOTES
Mitel SX-2000

MiVoice Business on 3300 ICP platform

MiVoice Business Multi-Instance

(formerly called MICD)

MiVoice Business on Industry Standard

Server (ISS)

MiVoice Business Virtual

MiVoice Office (formerly called Mitel

5000 CP)

MiCollab (formerly called MAS)

NuPoint - Unified
Messaging
MiCollab Audio, Web, and
Video conferencing
(formerly MCA)
MiCollab Client (formerly
UCA)
MiCollab Mobile Client
(formerly UCA Mobile)
Devices (Phones)
IPv6 devices?

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Network Upgrades

Software compatibility with other products and other

versions
When upgrading one or more products in the network, you must check that the new version of
MiVoice Business software you are installing is compatible with other products and other
versions already in place. If the new software version is not compatible with installed versions
of Mitel or third-party applications, you will have to upgrade those items as well.

If you have clusters configured in your network, all of the MCDs must be using pre-Release
4.0 MCD, or they must all be using MCD Release 4.0 or later.

CAUTION: You cannot mix pre-Release 4.0 MCD and post-Release 4.0 MCD in
the same clustered network.

If you have MCDs at pre-Release 4.0 versions and you want to upgrade to a post-Release 4.0
MCD, you must upgrade all of them to MCD Release 4.0, perform a migration to the RDN
Synchronization Mode, and then upgrade to MCD 4.1, 4.2, or 5.0. For information about
performing the migration to RDN Synchronization Mode, refer to the Migrating to RDN
Synchronization Mode Solutions Guide, and the System Administration Tool online help.

Software compatibility matrix

This section provides a high level list of the product versions you may be upgrading, and shows
which software versions work together (or do not work together). This helps in planning which
MiVoice Business controllers, and which applications, must be upgraded together.

You may also need to update any third-party applications running in the network. For information
about third-party applications, refer to the release notes and documentation for each application.
Consider the following third-party applications that may have to be upgraded or replaced:
• Call recording software
• Property Management System (PMS)
• Third-party voice mail applications

Table 4 shows a snapshot of compatible software versions as at this publication date; you are
strongly cautioned to check the most up-to-date Release Notes and the Technician’s Handbook
for the software you are installing to ensure that you have compatible software versions.

The software downloads and release notes are available on Mitel Online.

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 Upgrading a Mitel Network

Table 4: Software compatibility matrix

MCD MCD 4.1 / MCD 5.0,

MITEL PRODUCT PRE-4.0 MCD 4.0 MCD 4.2 5.0 SP1 MCD 6.0 MIVB 7.0

Classic RDN
Sync

Mitel Communication Director √ √ X X X X X

(MCD) Pre-Release 4.0 (9.0)

MCD 4.0 Classic Mode √ √ X X X X X

MCD 4.0 RDN Sync Mode X X √ √ √ √ √
MCD 4.1 and 4.2 X X √ √ √ √ √*
MCD 5.0 and 6.0 X X √ √ √ √ √
MiVoice Business 7.0 X X √ √ √ √ √
OPS Manager √ √ X X X X X
MiCollab (MAS) MAS 1.2 SP1 MAS 2.1 MAS 3.0 MAS 4.2 MAS 4.2
Includes: minimum SP2 SP1 SP2 SP2
minimum MAS 4.0 MAS 5.0 MAS 5.0
• MiCollab Client (UCA)
• MiCollab Mobile Client (UCA MiCollab
Mobile) 6.0
• NuPoint Unified Messaging
• MiCollab Audio, Web, and
Video conferencing (MCA)
• MiContact Center Office
(CSM)5

NuPoint Unified Messaging 4.0 SP2 4.1 SP1 4.2 + 4.2 + 4.2 +
min

MiVoice Border Gateway (MBG) 5.2 5.3 / 6.0 7.0 7.0 8.0
8.0 8.1
8.1

Enterprise Manager 6.0 SP4 6.2 6.2 6.2 6.2

Standalone: 3.0 /3.1 3.1+ 4.1 SP1+ 4.1 SP1+ 5.0

MiCollab Client (UCA) 6.0
MiCollab Mobile Client (UC
Mobile)

MiContact Center Office (CSM) 5.15 5.15 7.0+

8,0

Mitel Integrated Configuration 2.2.0.x 2.5 SP1 3.1.x 3.1.x 3.1.x

Wizard (MiCW)

CHECK THE LATEST RELEASE NOTES FOR THE MOST UP-TO-DATE RELEASE COMPATIBILITY.

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Network Upgrades

Notes:
1. For more detailed compatibility information, including compatibility for SP releases of both MiCollab
and MiVoice Business, see the Release Notes for the MiVoice Business and MiCollab releases you
are upgrading to.
2. You can upgrade from MCD Release 4.0 SP4 all the way to MCD 6.0 in one upgrade operation.
3. Pre-Release 4.0 MCD runs in Classic Mode, MCD Release 4.0 runs in both Classic Mode and RDN
Synchronization Mode. MCD Release 4.1 and later, and MiVoice Business releases run only in RDN
Synchronization Mode.
4. The minimum release for MXe-III is MCD Release 4.0 SP4.
5. CSM 5.1.6.5 is not supported with MCD 5.0+.

Multiple versions of MiVoice Business in the network

You should upgrade all of the MiVoice Business controllers in your network to the same version.
This guarantees that all of the features will match across the network. In addition, you will see
fewer System Data Synchronization (SDS) distribution errors resulting from database schema
differences (if you are using SDS).

This is especially important when MiVBs are used to provide resiliency. Your primary and
secondary MiVBs may have to be upgraded on different days, but they must end up at the
same MiVoice Business release.

Note: When running different versions of MiVoice Business in the network, there may be
some features that do not work across all nodes, but voice service will be operational.

As a temporary situation, as you are staging your upgrades across the network, you can have
different versions of the MiVoice Business in your network, as long as the following rules are
followed:
• All MiVoice Business controllers in a cluster are either using pre-Release 4.0 or post-Re-
lease 4.0 software, with two exceptions:
• MCD 4.0 in Classic Mode can be run with pre-Release 4.0 versions.
• MCD 4.0 in RDN Synchronization Mode can be run with MCD Release 4.x or 5.x.
• The MiVoice Business software versions in the network support the Mitel applications you
are running in the network. See “Software compatibility matrix” on page 15.

Note: Data sharing between different versions of MiVoice Business may result in System Data
Synchronization (SDS) errors if the network includes different versions of MiVB. For more
information about SDS, see the Using System Data Synchronization Solutions Guide.

Note: In MCD Release 6.0, the CESID length was changed from 10 digits to 12 digits.
If 12 digit CESID is shared (by SDS) with a node that supports only 10 digit CESIDs,
then the last 2 digits are dropped.

If you have pre-Release 4.0 MCDs in your network:

1. Upgrade all of the pre-Release 4.0 MCDs to Release 4.0 SP4.

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 Upgrading a Mitel Network

2. Perform the migration to the RDN Synchronization Mode using the migration checklist in
the System Administration Tool (this checklist is only in MCD Release 4.0 SP4). Refer to
the Migrating to RDN Synchronization Mode Solutions Guide for detailed instructions. This
guide also contains additional steps for migrating a very large multi-node network using
MiVoice Business Multi-instance (formerly MICD).
3. Upgrade the MCDs to the desired release.

If you have Release 5.0+ MCDs in your network, you can use the SI Tool or Unattended
Upgrades:
1. Run the pre-upgrade check, and make any suggested changes.
2. Follow the steps in the table, depending on the upgrade method.

Table 5: Two ways to upgrade to MCD 5.0+

SI TOOL UNATTENDED UPGRADES
LOAD THE NEW RELEASE OF THE MIVOICE BUSINESS SOFTWARE.
The SI Tool allows you to choose one of the following When running an Unattended Upgrade, the only
software sources: FTP, CD, or a location on your local supported software source is FTP. You will be
hard drive. prompted to enter the FTP information, including the
Note: The SI Tool can use a source CD only if the specific folder, when adding the download event in the
software is expanded. If the CD has the software scheduler. Refer to the MiVB Installation and
in the installshield.exe, the SI cannot access the Administration Guide.
software. Note: Anonymous FTP accounts are no longer
supported on MXe Server, MiVoice Business
Multi-instance, MiVoice Business for ISS and MiVoice
Business Virtual.
UPGRADE THE MIVOICE BUSINESS CONTROLLERS.
Run the Upgrade. Run the upgrade.
If the upgrade fails, the software load automatically
reverts to the starting MiVoice Business release.
UPGRADE THE IP PHONE FIRMWARE.
Use the LOAD IPDEVICE maintenance command.
You can load a maximum of 300 devices at a time, so you may have to run this command more than once. For
example:
LOAD IPDEVICE 1 TO 300
LOAD IPDEVICE 301 TO 500
Note: If you are upgrading to MCD 5.0+ or MiVoice Business, the firmware is updated automatically when the
upgrade is complete. All the phones will reset when the firmware is updated.

Hardware compatibility
If you are upgrading through several MCD/MiVoice Business releases at one time, you may
find that the controller must also be replaced to handle the new software requirements. When
upgrading MCD, you must determine whether the new MCD/MiVoice Business software will run
on the existing controller.

17
Network Upgrades

Consider the following:

• Does the controller have enough RAM?
• If not, can the RAM be increased?

If you also have to upgrade other software products:

• Will the new software run on your existing servers?
• If not, can you increase the RAM?

In some cases, you may have to replace controller hardware and various server hardware
before you can upgrade the software.

Refer to the hardware requirements described in the MiVB Release Notes for the new MiVB
Release, and the documentation for any third-party software and hardware.

Upgrading from a hardware platform to ISS or MiVoice Business Virtual

Before upgrading from a hardware platform to ISS or MiVoice Business Virtual, you must remove
all physical components, including all TDM provisioning. For more information and instructions,
refer to the Virtual Appliance Deployment Solutions Guide.

If you want to upgrade MCD or MiVB running on a 3300 ICP to MCD or MiVB running on
an Industry Standard Server (ISS):
• Purchase the upgrade license.
• Attach this upgrade license to a 3300 Application Record and it will be upgraded to an ISS
Application Record.
• After it is upgraded, the Application Record ID can no longer be used to license a 3300
Controller.
• When the Application Record is upgraded to MiVoice Business ISS, some licenses may
not be activated on the MiVoice Business ISS platform if they are not a supported license
type.
• For example, on MCD 5.0, the MCD ISS solution does not support analog licenses,
digital link licenses, or Embedded Voice mail licenses.
• On MCD 6.0 and MiVoice Business 7.0, the ISS solution does not support analog
licenses, or digital link licenses.

If you want to upgrade an MCD to an vMCD or MiVoice Business Virtual:

• Purchase the upgrade license.
• If you are a Hospitality customer, apply to your Mitel representative for the Hospitality Uplift
(part # 54005901) that gives you Hospitality pricing. Refer to the Hospitality Solutions Guide
for more information.
• The non-virtual to virtual upgrade license enables a system upgrade from a 3300 Controller
or ISS variant of MiVoice Business to a MiVoice Business Virtual variant. It can be added
to an existing 3300 or ISS MiVB Enterprise Base Package or to any MiVB Gateway Base
package.

18
 Upgrading a Mitel Network

Refer to the Virtual Appliance Deployment Solutions Guide for more information about deploying
Mitel virtual solutions.

Upgrading MiVoice Business Virtual

Best practice for MiVoice Business Virtual is to create a new virtual machine (VM) and install
the new software load on it. Then, if there are any problems, you can restart, or continue to run
using the original VM.

When upgrading a virtual appliance, there are two options.

• Download and deploy the new OVA into the virtual Infrastructure, with an MSL data back-
up/restore (for MSL-based virtual appliances) used to move the data from the old virtual
appliance to the new virtual appliance.
• Upgrade the application's Blades individually through the MSL Blades panel. Refer to the
Installation and Maintenance Guides and Release Notes for product-specific guidance.
Some products may not support upgrading their blades using the MSL Blades panel. Mi-
Collab Virtual, for example, does not support Blade upgrades.

In general, follow these upgrade rules:

• For minor releases: Use Blade upgrades.
• For major releases (the first digit of the version number changes between old and new
loads): Use an OVA upgrade.

There may occasionally be releases where something in the OVA packaging itself is modified
and an OVA upgrade is required. In such cases, this requirement will be highlighted in the
Release Notes.

For more information, see the Virtual Appliance Deployment Solutions Guide.

19
Network Upgrades

Planning and purchasing upgrade licenses

To enable or upgrade licenses and options, you must be connected to the Applications
Management Center (AMC) using either the MiVoice Business SI Tool or the 3300 ICP System
Administration Tool. Connecting to the AMC Server requires specific settings for the SI Tool
and the System Administration Tool.

If the MiVBs to be upgraded do not have access to the AMC, you must perform an offline sync
of all of the MiVBs, or arrange access for AMC for the controllers that require it.

Based on whether the IP Networking License has been purchased, the Mitel AMC makes an
assumption about whether the installation is stand-alone or enterprise.

Licensing for MCD Release 5.0+ and MiVoice Business 7.0

MCD Release 5.0 introduced new licensing features, including the new Application Group
feature (purchased feature), and shared licensing.

If you are upgrading to MCD Release 5.0 or higher, and the IP Networking License is detected,
the AMC automatically sends the Enterprise defaults to the controller, effectively giving you a
head-start on the configuration programming.

The licensing changes in MCD 5.0+ also affect the order of upgrade. For example:
• You upgrade all of the network elements first, then you create the Group ARID and add the
Application Record IDs (ARID) from AMC to it.
• You must have SDS sharing active among the network elements that will be sharing the
license before allocating the licenses in the License and Option Selection form (in the
System Administration Tool). Refer to the MCD or MiVoice Business Release Notes and
the System Administration Tool Online Help for detailed information.

When using the Group Licensing feature, refer to the 3300 ICP Technician’s Handbook for MCD
Release 5.0 for instructions for avoiding license rejection errors in the SI Tool.

Note: In MCD Release 5.x and 6.0 and MiVoice Business Release 7.0, moving and
sharing licenses for up to 999 MCDs in a license pool is still free, using the Enterprise
License Manager that comes with MCD.

Note: You can manage up to 20 MCDs/MiVBs in an Admin Group. If you have more
than 20 MCDs/MiVBs, you can use Enterprise Manager, or purchase the capability
separately if Enterprise Manager is not being used.

Upgrading from MCD 4.0 and previous releases

When you upgrade from MCD 4.0 and previous to MCD Release 4.2 or 5.0, licence changes
will apply, as shown in the tables below. When upgrading, some of the licensing is modified to
reduce the impact of purchasing more licenses, especially if a contact center is running two or
three shifts.

20
 Upgrading a Mitel Network

• If you are upgrading to MCD Release 4.1, you automatically receive one additional Standard
User License for each ACD license on the system you are upgrading. This means that you
do not have to buy additional user licenses if the contact center runs one or two shifts.
• If you are upgrading to MCD Release 4.1, and you are running three shifts, you must
purchase a Standard User license for each ACD agent on the third shift. (Apply to your
Mitel representative for approval to waive the charge for these licenses.)
• You will have more licenses after the upgrade than you may need, so keep in mind that the
Software Assurance invoice following the upgrade will include these new users. You can
decide to decommission these licenses later, if necessary.
• In MCD Release 4.1, ACD Hot Desk Agent IDS consume an MCD User License.
• In MCD 4.2+, Hot Desk ACD agent IDs consume an MCD user license. In previous releases,
they did not.

Table 6 and Table 7 summarize the changes to how ACD agents are licensed and how their
capabilities have changed.

Table 6: ACD Users and Phones by Release

HOT DESK AGENTS
TRADITIONAL AGENTS TRADITIONAL AGENTS MCD RELEASE 4.0+ AND
PRE-RELEASE 4.0 MCD RELEASE 4.0 MIVOICE BUSINESS
Mobility of • Tied to ACD-designated • Tied to ACD-designated • 4.0: General users cannot log
users phones phones into ACD phones
• Agents cannot log into • Agents cannot log into • 4.1+: Agents are free to move
General phones General phones around organization and log
in at any phone.
• No dedicated ACD sets
required.
Multi-skilled • Each agent requires multiple • Each agent requires a single • Each agent requires a single
Agents agent IDs to change the mix agent ID to change the mix of agent ID to change the mix of
of skills they are active in. skills they are active in (using skills they are active in (using
Agent Group Presence). Agent Group Presence).
Licensing • Agent licenses are tied to • ACD license consumed and • ACD licenses consumed and
phones. License is consumed released on login/logout. released on login/logout.
when set is programmed as • User licenses not required. • User licenses required for
an ACD set. every agent.
• Phones must be programmed
• Licenses are not released as ACD phones. • Agents can log in to any Hot
when the agent logs out. Desk phone

21
 Network Upgrades

Table 6: ACD Users and Phones by Release

HOT DESK AGENTS
TRADITIONAL AGENTS TRADITIONAL AGENTS MCD RELEASE 4.0+ AND
PRE-RELEASE 4.0 MCD RELEASE 4.0 MIVOICE BUSINESS
Licensing for • If two primary controllers • If two primary controllers • Agent licenses, Resilient
Resiliency share a secondary controller, share a secondary controller, Agent licenses, Enterprise
the secondary must be the secondary need only be licensing changes between
licensed for the full total of the licensed for the higher of the MCD Release 4.0, 4.1, and
number of agents on the two number of agents on the two 5.0. See Table 7 for details.
primaries. For example, if primaries.
each primary has 150
licenses, the shared
secondary must have 300
resilient agent licenses.
Example: If one primary has 150
licenses, and the other primary
has 175 licenses, the shared
secondary must have 175
resilient agent licenses. (Unless
you are licensing for the
possibility that both primaries fail
at the same time.)
Multiple shifts • One ACD Agent license for • One ACD Agent license is • One Standard Active Agent
each ACD-programmed set consumed for each License for each agent in the
• One Agent license is concurrently logged-in agent. shift
consumed when each phone • ACD Agent licenses are • No Device Licenses needed.
is programmed as ACD. consumed when agents log • One Standard User License
• One device license is used for in. for each agent.
each ACD phone. • Sets must be programmed as
• One User license is used for type ACD.
each ACD phone. • One device license is needed
for each ACD phone.
• One User license is needed
for each ACD phone.
Example: 3 shifts of 100 agents Example: 3 shifts of 100 agents Example: 3 shifts of 100 agents
• 100 user and 100 device • 100 user and 100 device • 300 Standard User Licenses.
licenses if agents share ACD licenses if agents share ACD •
phones. phones.
• 300 user and 300 devices • 300 user and 300 devices
licenses if they each have licenses if they each have
dedicated ACD phones. dedicated ACD phones.

Table 7: Resiliency Licensing by MCD/MiVoice Business Release

Pre-Release 4.0 MCD Release 4.1 MCD Release 5.0+
MCD Release 4.0 MiVoice Business Release 7.0
ACD Agent Licence Standard Active Agent License Standard Active Agent License

22
 Upgrading a Mitel Network

Table 7: Resiliency Licensing by MCD/MiVoice Business Release

Pre-Release 4.0 MCD Release 4.1 MCD Release 5.0+
MCD Release 4.0 MiVoice Business Release 7.0
ACD Agent License Enterprise Active Agent License Enterprise Active Agent License:
Resilient Agent License includes: • Resilient ACD License no longer
• Standard Active Agent License needed; automatically included with
• Resilient Active Agent License Enterprise licensing
• No licenses required on secondary
controller

Note: If you are upgrading from 3300 ICP 6.x or 7.x, call your Mitel Sales Engineer for
guidance.

23
Network Upgrades

Additional considerations before upgrading

When you start planning your upgrades, some of the particular considerations you need to take
into account include the scenarios described in Table 8.

Table 8: Upgrade considerations

Condition or scenario Instructions/Notes

Clustering

Nodes are clustered Classic mode network:

1. Upgrade all nodes to MCD Release 4.0.
2. Migrate all of the MCDs to RDN Synchronization mode.
3. After all nodes are migrated to RDN Synchronization Mode,
upgrade all of the MCDs to MCD 4.1 or higher.
RDN Synchronization mode network:
1. Upgrade the gateway controllers first.
2. Upgrade all of the MCDs./MiVBs.
3. Perform an SDS Sync from the most up-to-date node.

Nodes are not clustered Classic mode network:

(SDS sharing not active) 1. Upgrade each node to MCD Release 4.0.
2. Migrate each MCD to RDN Synchronization mode.
3. Upgrade each MCD to MCD 4.1 or higher.
RDN Synchronization mode network:
• Upgrade all of the MCDs to MCD 4.1 or higher.
Nodes can be upgraded in any order, since settings are not
communicated automatically among them and the telephone
directory is not shared.

Resiliency

No resiliency configured If you want to configure resiliency as part of the upgrade:

1. Perform upgrade.
2. Configure one or more clusters, if this has not been done.
3. Configure resiliency after upgrade is complete.
4. Perform an SDS Sync from the most up-to-date node.

MCDs/MiVBs have secondary Use the Software Installer (SI Tool).

controllers attached for fail-over Note: Hot desk users will be logged out.
Note: If you are upgrading from MCD Release 5.0+ to a later
release, you can use Unattended Upgrade.
Note: When upgrading to MCD Release 5.0+, all phone sets
reset after the automatic firmware upgrade.

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 Upgrading a Mitel Network

Table 8: Upgrade considerations

Condition or scenario Instructions/Notes

Primary and secondary are not To ensure that users have the same features available in the
using the same MCD/MiVB case of fail-over to the secondary MCD/MiVB, you must upgrade
version. the primary and secondary controllers to the same version.
Note: Do not make any SDS-dependent database changes
while the two MiVBs are at different releases. Refer to the Using
System Data Synchronization Solutions Guide for more
information.

Upgrading an Automatic Call ACD paths cannot be made resilient. Configure different paths
Distribution (ACD) system. on each 3300 ICP with relevant routing between them.

When upgrading from 9.0 software to MCD 4.0, some of the ACD
licensing has changed. See “Upgrading from MCD 4.0 and
previous releases” on page 20.

System Data Synchronization (SDS)

Upgrading MCDs/MiVBs that 1. Start by upgrading the most critical element.

are configured to use SDS. 2. Upgrade the other elements, one by one.
3. Run the SDS Sync operation, and fix any errors.
4. Repeat the Sync operation, and fix errors until there are no
errors remaining.
5. Allow the database changes to propagate through the system
normally using SDS.

Enterprise (multi-MCD/MiVB) upgrade

Upgrading to 5.0+, Enterprise If you want to use Enterprise licensing, you can set up a Group
Licensing ARID, and add the MCDs and MiVBs to it in AMC.
For more information, see “Planning and purchasing upgrade
licenses” on page 20.
For detailed instructions, refer to the Mitel 3300 ICP Technician’s
Handbook.

Pre-4.0 MCD upgrades

Upgrading from a pre-4.0 MCD 1. Upgrade to MCD 4.0 SP4.

release 2. Ensure that SDS is enabled. (This is the default setting.)
3. Ensure that the Admin Groups are configured correctly (This
is important only in systems that are already sharing).
4. Ensure that the IP addresses are correctly configured in the
SNMP form.
Note: Starting in MCD 6.0, the SNMP agent is disabled by
default.
5. Review and synchronize all systems on the network. Ensure
that there are no SDS conflicts and make any required
configuration changes.

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Network Upgrades

Table 8: Upgrade considerations

Condition or scenario Instructions/Notes

6. Skip this step for nodes that already have a database: On a
node with a database, you must migrate the database to RDN
Synchronization Mode using the checklist form in the System
Administration Tool (in MCD Release 4.0 SP4). For detailed
instructions, refer to the Migrating to RDN Synchronization
Mode Solutions Guide.
7. Upgrade to MCD Release 4.1 or later.
8. On new node with no database, when you log in to System
Administration Tool for the first time, select Telephone
Directory Synchronization via SDS, and click
Submit.
MCDs/MiVBs are at different software version levels

MCDs/MiVBs in the system are Different versions are allowed, but you cannot have a mixed
not all at the same level. network (Classic and RDN Synchronization Mode).
Ideally all MCDs/MiVBs will be running the same software
version, especially primary and secondary controllers (for
resiliency).

Upgrading a pre-4.0 MCD to If you upgrade any one MCD to a post 4.0 release, you must also
4.0 or later upgrade any other pre-4.0 MCDs.
Your network cannot contain a mixture of Classic Mode MCDs
and MCDs in RDN Synchronization Mode.

Flexible dimensioning

Are any of the forms flexed? After upgrade, you must manually flex the forms so that the
restore operation can properly write to the database.

Upgrading virtual components

Upgrading MiVoice Business Refer to the Engineering Guidelines for Industry Standard
Virtual to a later release Servers (ISS) and MiVoice Business Virtual.

Upgrading MiVoice Business to You can convert your MiVB license to a virtual MiVB license. You
MiVB Virtual need an upgrade part number to do this. See “Planning and
purchasing upgrade licenses” on page 20.
Also refer to the Engineering Guidelines for Industry Standard
Servers (ISS) and MiVoice Business Virtual.
For more information about deploying Mitel Virtual Appliances,
refer to Virtual Appliance Deployment Solutions Guide.

Upgrading MCD or MiVB instances in MICD or MiVB Multi-instance

Upgrading MCD/MiVoice Refer to the MICD/MiVoice Business Multi-instance Installation

Business instances in and Administration Guide.
MICD/MiVoice Business
Multi-instance

26
 Upgrading a Mitel Network

Table 8: Upgrade considerations

Condition or scenario Instructions/Notes

Upgrading Classic MCDs If there are Classic Mode MCDs instances, you must upgrade to
MCD 4.0 (if this has not already been done), migrate the
database to RDN Synchronization Mode, and then continue to
upgrade to MCD Release 4.1, 4.2, or 5.0+.
Refer to the Migrating to RDN Synchronization Mode Solutions
Guide.

Upgrading MICD or MiVB Multi-instance

Upgrading MICD/MiVoice Refer to the MCD/MiVoice Business Multi-instance Installation

Business Multi-instance and and Administration Guide.
Media Server

27
Network Upgrades

Prepare to Upgrade
This section provides information to help you prepare for the upgrade. It discusses the types
of upgrades, and the upgrade tools.

You can use one of the installation and configuration tools to upgrade the network elements,
or you can perform the upgrades manually.

Note that the System Administration Tool and Unattended Upgrades require that:
• Certificates must be installed.
• All PCs must be using Microsoft Internet Explorer® 7 or higher.
• When upgrading to MCD Release 6.0, the PCs must be using IE 8 or higher.
• When upgrading to MiVoice Business Release 7.0, the PC must be running IE 9 or
higher.

Before upgrading
You must address the following before starting to upgrade any MCD or MiVoice Business
controller:
• Ensure that your Software Assurance is up-to-date.
• Ensure that your AMC records are up-to-date.
• Ensure that all your features are licensed.
• Are you doing Manual or Online licensing? Not all upgrades allow both options.

For more information, refer to the 3300 ICP Technician’s Handbook and the System
Administration Tool Help for the MCD or MiVoice Business release you are upgrading to.

Upgrade steps
If you are running a recent MCD release, you can upgrade directly to the latest MiVoice Business
Release, but if you are running an older MCD version, you will need to upgrade in stages. See
Table 9 to determine the upgrade steps you must follow.

Table 9: Upgrade Steps

FINAL RELEASE
STARTING RELEASE INTERMEDIATE STEP1 INTERMEDIATE STEP 2 REQUIRED
3300 ICP Release 6.x Upgrade to ICP Release Upgrade to MCD Rel 4.0 MCD Release 5.0+
7.0 SP4. or MiVoice Business 7.0
Migrate from master (Migrate to RDN Sync
(local) controller to the before upgrading to
slave (remote) controllers. Release 5.0+.)
Data Migrate operation to
use SDS sharing.

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 Upgrading a Mitel Network

Table 9: Upgrade Steps

FINAL RELEASE
STARTING RELEASE INTERMEDIATE STEP1 INTERMEDIATE STEP 2 REQUIRED
3300 ICP Release 7.x Upgrade to MCD Rel 4.0 MCD Release 5.0+
SP4. or MiVoice Business 7.0
(Migrate to RDN Sync
before upgrading to
Release 5.0+.)
MCD Release 4.0 Upgrade to MCD Rel 4.0 MCD Release 5.0*+
SP4. or MiVoice Business 7.0
(Migrate to RDN Sync
before upgrading to
Release 5.0+.)
MCD Release 4.1 MCD Release 5.0+
MiVoice Business 7.0
MCD Release 4.2 MCD Release 5.0+
MiVoice Business 7.0
MCD Release 5.0 MCD Release 5.0+
MiVoice Business 7.0
MCD Release 6.0 MiVoice Business 7.0

MiVoice Business Software Installer (SI Tool)

It is recommended that you use the SI Tool, unless otherwise directed by the 3300 ICP
Technician’s Handbook, or by Mitel Support.

The SI Tool enables you to automatically install and upgrade software on multiple 3300 ICP
systems simultaneously.

You can use the SI Tool to:

• Upgrade or install software on up to 10 controllers at once (over the LAN).
• Back up and restore databases.
• Specify a location for installation of online help files for MCD/MiVoice Business System
Administration Tool.
• License a new system and change License and Option Selection (LOS) information.

Online Upgrades

Offline Upgrade is the default upgrade method for 3300 ICP, so you must select the Offline
option at the beginning of the upgrade if you want to use it.

Performing an Online Upgrade means scheduling very little down time for your upgrade. You
can perform most of your upgrade with the system running. The only downtime will be during
the reboot. In addition, you can do the entire install, and then schedule the reboot whenever it

29
Network Upgrades

is convenient. You can close the SI Tool any time after the Installer has finished transferring
the new files to the 3300 ICP.

Obtaining the new software

You can get the new software by downloading it from Mitel Online, or you may have received
a software CD.

Reading the Release Notes

Read the Release Notes before getting started. The Release Notes will describe the new
release, including:
• compatible releases of other Mitel products
• new features
• changes to features
• where to get the software
• install and upgrade instructions
• known issues

Planning the upgrade

In general, it is recommended that you use the Online Upgrades feature. Otherwise, the network
will be out-of-service for the duration of the upgrade.

If you use Offline Upgrade, the upgrade should be performed in the regular maintenance
window, or when traffic is lowest.

Single controller network

Upgrading a single-controller installation with no remote branch offices is relatively

straight-forward, since no staging is needed and you will not need to match controllers to each
other or synchronize them. Follow the upgrade instructions in the appropriate guide. See the
list of guides in “Run the upgrade” on page 39.

Assuming that call volume is significantly lower after-hours, you will probably be able to
complete the full upgrade in one night or one maintenance window.

The general order of upgrade for the software for a single controller is:
1. Upgrade MCD or MiVoice Business.

Note: If you are upgrading from MCD Release 4.0 Classic Mode, you must perform a
Migration to the RDN Synchronization Mode before upgrading to MCD Release 4.x or
5.0.
Refer to Migrating to RDN Synchronization Mode Solutions Guide for detailed
instructions.

2. Upgrade MiCollab (formerly MAS).

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 Upgrading a Mitel Network

When upgrading MAS for MCD 4.0, there may be special considerations related to Trusted
Applications.

Talk to your Sales Engineer or Mitel Support for more information.

3. When upgrading to MCD 5.0, note the following application considerations:
• Visual Workflow Manager, when purchased as part of Interactive Voice Response (IVR)
routing, is an MCD Trusted Application, and does not have to be licensed separately.
• Intelligent Queue is not a Trusted Application, and still requires MCD port licenses.
4. Upgrade phone device firmware (from the System Administration Tool Maintenance Com-
mands form). When upgrading to MCD 5.0+, the firmware upgrade is completed
automatically.

Note: If you have third-party applications installed, check with the suppliers of the
applications to find out if they support the Mitel product versions you are installing, and
how to upgrade them, if necessary.

For networks with multiple, clustered, resilient MiVBs, and multiple branch offices, for example,
the staging and order of the upgrade requires additional planning, and it may take days or
weeks to complete all of the upgrades.

Table 10 shows a suggested upgrade plan, illustrating how you would use your available
maintenance windows. Table 11 shows estimated times for upgrade options.

Table 10: Order of upgrade - plan

UPGRADE
WINDOW UPGRADE TASKS NOTES
1. Collect system data and perform
backups.
2. If you are upgrading pre-MCD 4.0
controllers, upgrade to MCD
Release 4.0.
3. If you are upgrading from Classic Refer to the Migrating to RDN Synchronization Mode Solutions
Mode, migrate all systems to the Guide on MOL for detailed instructions.
RDN Synchronization Mode.
4. Upgrade Mitel applications. Some applications must be upgraded before the MCD or MiVB
is upgraded. Refer to the Release Notes for each application for
the application-specific requirements.
5. Upgrade MCD/MiVoice Upgrade the gateway controllers first, followed by the secondary
Business. and then the primary controllers. Refer to the 3300 ICP
Technician’s Handbook for software upgrade instructions.
Refer to the Release Notes for the release you are upgrading to
for details.
Attention: If you are upgrading to MCD 6.0 or MiVoice
Business 7.0, and you want to use the MiCollab add and delete
operations of MiCollab Single Point Provisioning, then you
should upgrade MAS to Release 4.0 SP2 before performing the
MCD or MiVoice Business upgrade.

31
Network Upgrades

Table 10: Order of upgrade - plan

UPGRADE
WINDOW UPGRADE TASKS NOTES
6. Upgrade Mitel applications Some applications must be upgraded after MCD is upgraded.
Upgrade MiCollab. Refer to the Release Notes for each application for the
application-specific requirements.
Note: MiCollab Single Point Provisioning (SPP) may have a
minimum controller version requirement. For example, for MAS
4.0 SP2+ must be paired with MCD 6.0 or MiVoice Business 7.0
for SPP to work.
Note: For MiCollab upgrade instructions, refer to the Release
Notes, and the MiCollab Installation and Maintenance Guide.
7. Upgrade phone device firmware. Use the System Administration Tool maintenance commands to
upgrade the device firmware.
Note: Mitel IP Phones upgrade their software on resilient
fail-over if the software version on the secondary ICP is higher
than the version currently on the phone. For more details, see
the MCD/MiVoice Business Resiliency Guidelines.

Note: If you are upgrading to MCD Release 5.0+ or MiVoice Business 7.0, the devices
connected to the MiVoice Business controller you are upgrading are automatically
loaded with the new firmware. The phone sets are reset during this operation.

Note: If you have third-party applications, check with the suppliers of the applications
to find out if they support the Mitel product versions you are installing, and how to upgrade
them, if necessary.

Table 11: Estimated upgrade and reboot times on 3300 ICP hardware
OPERATION ESTIMATED TIME TO COMPLETE
Upgrade MCD / MiVoice Business 35-77 minutes
Reboot MCD / MiVoice Business 8-14 minutes
UPGRADE TIMES WERE MEASURED ON MXE AND CX HARDWARE.
UPGRADES TIMES VARY, BASED ON THE SIZE OF THE DATABASE AND THE CURRENT
AND TARGET VERSIONS.

Network with non-clustered elements

When you have individual nodes programmed with Automatic Route Selection (ARS)—not
clustered—upgrading is straight-forward. The MCDs/MiVBs can be upgraded in any order and
telephone service will be relatively unaffected. The node you are upgrading will be out of service
during its upgrade.

In addition, if the elements are not clustered—they are all independent—then your network can
have both Classic and RDN Synchronization Mode nodes in the network and voice service will
still be operational.

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 Upgrading a Mitel Network

Network with clustered elements

If the nodes are clustered and sharing with SDS, then changes to each node are automatically
propagated to the other nodes in the cluster. All nodes in a clustered network must be either:
• All Classic Mode

OR
• All RDN Synchronization Mode.

FOR EACH NODE:

If the node release is pre-Release 4.0:
1. Upgrade to MCD Release 4.0.
2. Repeat for all nodes in the network before proceeding to the next step.
3. Migrate the database to RDN Synchronization Mode. Refer to the Migrating to
RDN Synchronization Mode Solutions Guide.
4. Repeat for all MCDs in the network before proceeding to the next step.
5. Upgrade all controllers to the final release, 4.1, 4.2, 5.x, or 6.0 or MiVB 7.0.
If the node release is Release 4.0, Classic Mode:
1. Upgrade at least one node to MCD Release 4.0 SP4.
2. On the MCD Release 4.0 SP4 node, migrate the database to RDN
Synchronization Mode. Refer to the Migrating to RDN Synchronization Mode
Solutions Guide.
3. Repeat for all controllers in the network before proceeding to the next step.
4. Upgrade all MCDs to the final release, 4.1, 4.2, 5.x, or 6.0 or MiVoice Business
7.0.
If the node release is Release 4.0 RDN Synchronization Mode, or Release 4.1 or 4.2:
Upgrade all MCDs to the final release, 4.1, 4.2, 5.x, or 6.0 or MiVoice Business
7.0.

Networks with resilient elements

Since the network nodes must be in a cluster before being configured for resiliency, all of the
instructions for clustered networks must be applied to resilient networks. See “Network with
clustered elements” on page 33 for details.

It strongly recommended that you keep resilient pairs of MiVBs at the same MiVB Release, so
if you upgrade one, you should upgrade the other. It is important that users have access to the
same features whether they are on the primary or secondary MiVB controller. In addition, SDS
synchronization between primary and secondary will produce fewer distribution errors if the
two MiVBs have databases with matching schema.

In the Controller Registry form in the System Administration Tool, the Resiliency Allow
Return to Primary ICP default setting is Yes, which means that the resilient devices and
services will automatically fail back to their primary ICP after the upgrade is complete.

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Network Upgrades

When the phones fail over or return to an upgraded MiVB, they will reset. Hot desk and ACD
users are automatically logged out, and will have to log back in.
• When upgrading to MCD Release 5.0+ or MiVoice Business 7.0, the phone firmware is
automatically updated.
• When upgrading to earlier releases of MCD, you must run the LOAD IPDEVICE command
to upgrade the phone firmware. See Table 5 for more information.

Figure 1: Classic call center: mutual resiliency.

Order of Upgrade - mutual resiliency

In mutual resiliency, Nodes A and B back each other up, as shown in the example in Figure 1.
The phones on Node A fail over to Node B (if required), and the phones on Node B fail over to
Node A.

In this case, the order of the upgrade is not important, since both nodes are primary MiVBs,
and both are also secondary MiVoice Business controllers.
Note: When upgrading to MCD 5.0+ or MiVoice Business 7.0, the phone set firmware
is upgraded automatically, and all the phones will be reset.

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 Upgrading a Mitel Network

Figure 2: All users share the same primary and secondary MiVBs

Order of Upgrade - non-mutual resiliency

In the example in Figure 2, the primary controller for all of the users is MiVB A. All of the IP
phones fail over to MiVB B.

Start by upgrading MiVB B. Then upgrade MiVB A. During an upgrade of a resilient MiVoice
Business system, its resilient devices fail over to their secondary system, in this case, MiVB B.
After the upgrade is complete and the system has rebooted, the health check determines that
the system is up and running once again. At this point, resilient devices will fail back to their
upgraded primary system—MiVB A—unless you force them to remain registered on their
secondary MiVB.

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Network Upgrades

Figure 3: Resilient multi-site network

Order of Upgrade - fully resilient

In this network, the order of the upgrade is not important, since all of the nodes are primary
MiVBs, and all of them are also secondary MiVBs.

It strongly recommended that you keep resilient pairs of MiVoice Business controllers at the
same version, so if you upgrade one, you should upgrade the other. It is important that users
have access to the same features whether they are on the primary or secondary. In addition,
SDS synchronization between primary and secondary will produce fewer distribution errors if
the two MiVoice Business controllers have databases with matching schema.

In Figure 3, Nodes A, B, and C back each other up. The phones on Node A fail over to Node
B (if required), and the phones on Node B fail over to Node C. Phones on Node C fail over to
Node A.

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 Upgrading a Mitel Network

Figure 4: Non-resilient network with Branch offices

Order of Upgrade - non-resilient, or partially resilient

When you have to upgrade one or more head offices, plus branch or regional, offices, some
parts of the network may use resilient MiVBs, while other parts—the branch offices, for
example—may not. There are many possible ways to approach the upgrade, but a best practice
approach is:
• If you have resilient MiVBs, upgrade in the order described in “Order of Upgrade - non-mu-
tual resiliency” on page 35.

If it is not clear where to start because there is resiliency everywhere, start at the smaller
branch offices. This will allow you to test the upgrade roll-out with a smaller installation, and
fewer users will be inconvenienced if the first upgrades go less smoothly than anticipated.
• If the network does not use resiliency, start out at the branch offices. This will allow you to
test your upgrade plan on smaller installations with fewer users.

Large, multi-site network

In a large, multi-site, resilient network, the upgrade considerations are the same as for upgrading
smaller networks. The difference is in scale, planning, and logistics. In addition, there are likely
to be more applications, more management software, and more third-party applications installed
on the network.

As in all networks, one of the primary goals is minimizing down-time. In addition to using Online
Upgrade, in a large network, the planning is likely to include staged upgrades of the various sites.

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Network Upgrades

Plan the upgrades to take advantage of the maintenance windows at each site, and consider
the type of resiliency configured. See “Networks with resilient elements” on page 33 for the
best upgrade order.

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 Upgrading a Mitel Network

Performing the Upgrade

The information in the previous sections helped you plan your upgrade. Following your plan,
use the following steps to perform the upgrade on each MCD or MiVoice Business controller:
• “Back up the database” on page 39
• “Run the upgrade” on page 39
• “Restore the data” on page 41

Back up the database

You MUST have a current backup before beginning the upgrade. When the upgrade is complete,
you can restore the database, and start running again.

A backup is also crucial for times when the upgrade cannot be completed, either because you
ran out of time, or because you encountered problems. You can revert to your previous MCD
or MiVoice Business version, and restore the backup, and get the system up and running again
quickly.

To back up the database before upgrading:

• MCD or MiVoice Business on 3300 ICP: The SI Tool automatically backs up the database
onto a separate partition on the 3300. You should specify an off-controller backup as well,
in case an error prevents the on-controller backup from being restored correctly.

For instructions, see the System Administration Tool Help.

CAUTION: The software installation procedure on the 3300 ICP formats the
controller hard drive and installs new software. If you are using Offline Upgrade,
all system settings and all voice mail messages will be erased, so you must
have database backups. If you do not have a database backup to restore, you
will have to reprogram the system.

• MiVoice Business Multi-Instance: The SI Tool is included in the MICD/MiVoice Business

Multi-Instance installation, and you perform the backup from the MICD/MiVoice Business
Multi-Instance Manager Dashboard. For instructions, refer to the Installation and Adminis-
tration Guide for MICD/MiVoice Business Multi-Instance.
• vMCD or MiVoice Business Virtual: Use the backup procedure in the Installation and Ad-
ministration Guide for vMCD/MiVoice Business Virtual.
• MCD or MiVoice Business on ISS: Use the backup procedure in the MCD/MiVoice Business
Installation and Administration Guide for Industry Standard Servers.

Run the upgrade

Start by installing the SI Tool. You must run the SI Tool that goes with the release you are
upgrading to. Refer to the MiVoice Business Software Installer Tool Help for guidance.

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Network Upgrades

CAUTION: If you are upgrading to MCD 6.0 or MiVB 7.0+, and you want to use
the MiCollab add and delete operations of MiCollab Single Point Provisioning,
then you should upgrade MAS to Release 4.0 SP2 before performing the MCD
or MiVB upgrade.

The MCD Software Installer runs on the following operating systems:

• Microsoft Windows 7
• Microsoft ® Windows® Vista
• Microsoft Windows XP
• Microsoft Windows 2000

The MiVoice Business Software Installer runs on the following operating systems:
• Microsoft Windows 8
• Microsoft Windows 7

You can find instructions for installing and running the SI Tool in the 3300 ICP Technician’s
Handbook.

Note: If you encounter any problems with the upgrade or with the backups and restores,
refer to the MCD/MiVoice Business Troubleshooting Guide for the release you are
upgrading.

To upgrade the MCD or MiVB software, follow the instructions in the resources listed
here:
• Release Notes for the MCD or MiVoice Business release you are upgrading to.
• MCD or MiVoice Business on 3300 ICP: Install the latest SI Tool. Then run an Online
Upgrade using the SI Tool. See the 3300 ICP Technician’s Handbook for details.
• MICD or MiVoice Business Multi-instance: Use the MCD/MiVB Multi-instance Manager
Dashboard to backup, upgrade, and restore each controller in turn. If your network shares
data using SDS, upgrade the master MCD/MiVoice Business controller first. In this case,
the master MCD or MiVB should be the fastest and be running the lightest load.

To upgrade the MICD/MiVB Multi-instance Manager blade, see the Multi-Instance

Installation and Administration Guide for MCD or MiVoice Business, as required.
• MCD or MiVoice Business on Industry Standard Server (ISS). See the upgrade procedure
in the MCD/MiVoice Business Installation and Administration Guide for Industry Standard
Servers (ISS).
• vMCD or MiVoice Business Virtual. See the upgrade procedure in the Installation and
Administration Guide for MiVoice Business Virtual or vMCD.

To upgrade the MiCollab software, follow the instructions in the resources listed here:
• Release Notes for the MiCollab or MAS release you are upgrading to.
• MiCollab or MAS Installation and Maintenance Guide

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 Upgrading a Mitel Network

These guides are available on Mitel OnLine.

Restore the data

To restore the database after the upgrade is complete:
• MCD or MiVoice Business on 3300 ICP: When the upgrade is complete, as part of its
post-upgrade reboots of the 3300 ICP, the SI Tool automatically restores the backup made
into the other partition before the upgrade started.
• MICD or MiVoice Business Multi-instance: Restore from the MiVB Multi-instance Manager
Dashboard for the network element you are upgrading.
• vMCD or MiVoice Business Virtual: Restore using the SI Tool. Restore using the procedure
in the Installation and Administration Guide for vMCD or MiVoice Business Virtual, as
required.
• MCD or MiVoice Business on ISS: Restore using the procedure in the Installation and
Administration Guide for MiVoice Business Virtual for vMCD or MiVoice Business Virtual,
as required.

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Network Upgrades

Test and troubleshoot your upgraded system

Run your test plan. Some examples of things to test include:
• Make sure all inbound and outbound trunks are working.
• Test a voice number.
• Test a Direct Inward Dialing (DID) number.
• Make a test call to the auto-attendant.
• Test the emergency services (911, 999, for example).
• Check that call accounting streaming is working.
• Refresh the Message Waiting Lights for voice mail.

Note: If you encounter any problems, refer to the MCD/MiVB Troubleshooting Guide for
the release you are upgrading.

Many SDS errors in a mixed MCD/MiVB network

If you are running a network in which the MCDs or MiVBs are not all at the same version (not
recommended), you may see SDS errors.

If the forms have changed between releases, there will be some data that cannot be made to
match on the two controllers.

There are two solutions:

• Remove the non-matching data fields from sharing.
• Upgrade the software on the controllers to match each other.

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