Installing and Configuring Cisco Packaged Contact Center Enterprise
9.0(x)
First Published: July 09, 2012
Last Modified: March 19, 2014
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CONTENTS
CHAPTER 1
Cisco Packaged Contact Center Enterprise 1
CCE PAC M1 Solution Components 2
High-Level Sequence 4
CHAPTER 2
Prerequisites 5
Hardware Requirements for C Series 5
Cisco Contact Center Software 6
Automation Software 6
Third-Party Software 7
Configuration Software 8
Software Licenses 9
Open Virtualization Format Files 10
CHAPTER 3
Network Design Considerations 13
Network Requirements for Packaged CCE Server 13
Network Configuration and QoS 15
Access Switch Configuration 15
vSwitch and Virtual NIC Configuration 15
Configure the ESXi Host Network for the Virtual Machines 16
Link Speed Considerations 17
CHAPTER 4
Create Golden Templates 19
Create Golden Template for Cisco Unified Contact Center Enterprise Call Server 20
Create Golden Template for Cisco Unified Contact Center Enterprise Data Server 21
Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server 22
Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server 23
Create Golden Template for Cisco Finesse 23
Create Golden Template for Cisco Unified Intelligence Center 24
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Create Golden Template for Cisco Unified Communications Manager 25
CHAPTER 5
Run Golden Template Automation 27
Download Automation Tool 27
Complete Automation Spreadsheet 28
Automation Spreadsheet Values 28
Run Automation Script 32
CHAPTER 6
Direct Installation 35
Create VM for Cisco Unified Contact Center Enterprise Call Server 35
Create VM for Cisco Unified Contact Center Enterprise Data Server 36
Create VM for Unified CVP Call/VXML Server 36
Create VM for Unified CVP OAMP Server 37
Create VM for Cisco Unified Communications Manager Publisher 38
Create VM for Cisco Unified Communications Manager Subscriber 38
Create VM for Unified Intelligence Center Publisher 39
Create VM for Cisco Unified Intelligence Center Subscriber 39
Create VM for Cisco Finesse Primary Node 39
Create VM for Cisco Finesse Secondary Node 40
Create VM for Unified CVP Reporting Server (Optional) 40
CHAPTER 7
Tasks Common to Virtual Machine Creation 43
Select Open Virtualization Format File 43
Create a Virtual Machine from the OVA 44
Install Antivirus Software 46
Install VMware Tools 47
Convert the Virtual Machine to a Golden Template 48
Mount and Unmount ISO Files 48
Configure DNS Server 49
Configure Autogrowth 49
CHAPTER 8
Software for Packaged CCE 51
Install Microsoft Windows Server 51
Install Microsoft SQL Server 2008 52
Install Cisco Contact Center Enterprise 55
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Install Unified CVP Server 55
Install Cisco Unified CVP OAMP Server 56
Install Unified CVP Reporting Server 56
Unified CVP Reporting 57
Golden Template Install for VOS-Based Contact Center Applications 58
Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications 58
Configure the Cluster for Cisco Unified Communications Manager 60
Configure the Cluster for Cisco Unified Intelligence Center 61
Configure the Cluster for Cisco Finesse 61
Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 61
Common tasks for software installation 63
Mount and Unmount ISO Files 63
Configure DNS Server 64
CHAPTER 9
Configure Solution Components 65
Configure Unified CCE Data Server 65
Validate Network Adapter Settings and Power On 66
Configure Network Cards 67
Edit Registry Settings and Restart VM 67
Configure Unified CCE Encryption Utility 68
Configure SQL Server 68
Configure a Database Drive 69
Configure Domain Manager 69
Set Up the Instance 70
Configure the Logger 70
Configure Logger Database and Log 70
Configure Logger Component in Web Setup 71
Base Configuration on the Logger 72
Configure AW Database and Log 72
Configure Administration Server and Real-Time Data Server Components 73
Configure Cisco Diagnostic Framework Portico 74
Configure Unified CCE Call Server 74
Configure Unified CCE Router 75
Configure Generic Peripheral Gateway 75
Add Generic PG 75
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Add PIM1 (CUCM PIM) 76
Add PIM2 (First VRU PIM) 77
Add PIM3 (Second VRU PIM) 77
Add PIM4 (Third VRU PIM) 78
Add PIM5 (Fourth VRU PIM) 78
After Creating PIMs 78
Configure CTI Server 79
Install JTAPI 80
Configure Media Routing Peripheral Gateway 80
Add Media Routing PG 81
Configure CTI OS Server 82
Configure Cisco Unified CVP 83
Configure and Validate Network Card for Unified CVP 84
Configure Network Card for Unified CVP 84
Validate Network Card 84
Enable Unified CVP Operations Console 84
Configure Unified CVP Call Server 85
Configure Unified CVP VXML Server 85
Configure Gateways 86
Configure Unified CVP Media Server 87
IVR Service Failover Mechanism 87
Transfer Scripts and Media Files 88
Transfer License Files 89
Configure SNMP 89
Configure SIP Server Group 89
Configure Dialed Number Patterns 90
Configure Locations-Based Call Admission Control 91
Configure Unified CM Service Configuration Settings 92
Configure Cisco IOS Enterprise Voice Gateway 92
Configure Unified Communications Manager 97
Configure Publisher for Unified Communications Manager 98
Configure Unified Communications Manager Subscriber 99
Launch Unified Communications Manager Publisher to Add the Subscriber 99
Configure Subscriber 100
Unified Communications Manager License 100
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Upgrade License 100
Generate and Register License 101
Install License 101
Validate Clusterwide Domain Configuration 102
Install JTAPI on Unified CCE Servers 102
Provision Cisco Unified Communications Manager 102
Activate Services 102
Configure Cisco Unified Communications Manager Groups 103
Configure CTI Route Point 104
Configure Application User 104
Configure SIP Options 105
Configure Trunk 105
Configure Route Pattern 106
Configure Conference Bridges 106
Configure Media Termination Points 107
Configure Transcoders 107
Configure Media Resource Groups 108
Configure and Associate Media Resource Group List 109
Add Phones 109
Configure Unified Intelligence Center 109
Configure Unified Intelligence Center Publisher 110
Configure Unified Intelligence Center Subscriber 112
Launch Publisher to Add Subscriber 112
Configure Subscriber 112
Configure Unified Intelligence Center Reporting 113
Configure Unified Intelligence Center SQL User Account 113
Configure Unified Intelligence Center Data Sources 114
Import Reports 115
Import Unified CVP Report Templates and Set Data Source 116
Create Data Source for Cisco Unified CVP Report Data 117
Obtain Cisco Unified Customer Voice Portal Report Templates 118
Configure Unified Intelligence Center Administration 119
Unified Intelligence Center License and Sign-In 120
Acquire License Online 120
Sign In to Administration Console 120
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Upload License 121
Configure Cisco Finesse 121
Configure Cisco Finesse Primary 121
Configure Settings for CTI Server and Administration and Data Server 123
Configure CTI Server Settings in Cisco Finesse Primary Node 123
Configure Unified Contact Center Enterprise Administration and Data Server 123
Restart Tomcat 124
Configure Cisco Finesse Secondary Node 124
Launch the Finesse Administration Console to Configure the Secondary Finesse 124
Install Cisco Finesse on Secondary Node 125
Configure Unified CVP Reporting Server 126
Configure CVP Reporting Server in CVP OAMP 126
Unified CVP Reporting Users 126
Create Reporting Users 126
Create Superusers 127
Set Up Active Directory Server for LDAP Users 127
Sign In to Cisco Unified Intelligence Center Reporting Interface 128
CHAPTER 10
Upgrades 129
Upgrade to Release 9.0(2) 129
Upgrade Installation for 9.0(2) ES 129
CHAPTER 11
Final Tasks 131
Apply Base Configuration 131
Run Base Configuration Using the ICMDBA Tool 132
Prevalidation Changes in Configuration Manager 133
Modify Network VRU Labels 133
Set Deployment Type and Run System Validation 133
Deployment Types 135
Configuration Manager Changes for Unified CCE 136
Make a Call 136
Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script 137
Create a Script 138
Add Agent Targeting Rule 139
Call from Finesse 139
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Contents
Install Language Pack 139
Collation and Locale Settings for Localization 140
CHAPTER 12
Appendix 143
Release 9.0 Base Configuration Updates 143
Configure RAID for the C240 MS3 TRC#1 149
Configure RAID for C260 M2 TRC#1 150
Automation Spreadsheet Entry Form 152
Install and Configure External AW-HDS-DDS 164
Verify Configuration Manager for External AW-HDS-DDS 165
Configure External AW-HDS-DDS 166
Create HDS Database for External AW-HDS-DDS 167
Network Configuration and QoS 167
Simple Network Management Protocol 167
Virtualization for Packaged CCE 168
Install VMWare ESXi 170
CHAPTER 13
Troubleshooting 173
Automation Errors 173
Recover from Pressing Ctrl-Alt-Del During Power-On 177
Rerun Automation 177
Upgrade VMware Tools 177
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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CHAPTER
1
Cisco Packaged Contact Center Enterprise
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco
Unified Contact Center Enterprise in a virtualized environment. The initial model of Packaged CCE (CCE
PAC M1) supports up to 1000 agents. Packaged CCE requires strict adherence to capacity limits that are
detailed in the Cisco Packaged Contact Center Enterprise Product Specification, 9.0(1). It is mandatory to
follow all rules and requirements stated in that document.
Partners and service providers have two options.
• Golden Template: Create re-usable master copies (golden templates) of the Cisco contact center
applications for subsequent cloning and installation on virtual machines (VMs) for any number of
customers. See Create Golden Templates, on page 19.
• Direct Install: Deploy the Cisco contact center applications directly on customer servers, as VMs. See
Direct Installation, on page 35
This release of Packaged CCE (CCE PAC M1) supports the creation of golden templates or VMs for:
• Unified Contact Center Enterprise (golden templates or VM)
• Unified Customer Voice Portal Call/VXML server (golden templates or VMs)
• Unified Customer Voice Portal OAMP server (golden templates or VMs)
• Unified Customer Voice Portal Reporting server (supported as an optional VM only- there is no golden
template for the CVP reporting server)
• Unified Communications Manager Publisher and Subscribers (golden templates or VMs)
• Cisco Unified Intelligence Center Publisher and Subscriber (golden templates or VMs)
• Cisco Finesse Primary and Secondary nodes (golden templates or VMs)
This document assumes that partners and service providers who will be implementing Packaged CCE are
familiar with the Cisco contact center applications and are experienced regarding the deployment and
management of virtual machines using VMware vCenter technology.
Attention
This document assumes that you are installing—or upgrading to—the latest Maintenance Release of
Packaged CCE.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
1
Cisco Packaged Contact Center Enterprise
CCE PAC M1 Solution Components
• CCE PAC M1 Solution Components, page 2
• High-Level Sequence, page 4
CCE PAC M1 Solution Components
Virtual Machines are created for the following components:
• The Unified CCE Call Server functions as the call router and makes all routing decisions. It also acts
as the Peripheral Gateway and as the CTI OS object server.
• The Unified CCE Data Server functions as the logger and stores contact center configuration data and
reporting data.. It also serves as the Administration and Realtime data server (or AW).
• The Cisco Unified Customer Voice Portal (CVP) server provides prompting, queuing, and call control.
• The Cisco Unified Communications Manager server is the call processing component. The Publisher
stores the read-write database. Devices such as phones and gateways register to the Subscribers.
• The Unified CVP OAMP server maintains the Unified CVP cluster.
• The Unified CVP Reporting server collects information from CVP components and call servers and
makes it available to Cisco Unified Intelligence Center.
The Unified CVP Reporting server is optional, and the number you need depends on the way you intend
to use it. See Install Unified CVP Reporting Server, on page 56
• Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and
historical reports for Unified Contact Center Enterprise and Cisco Unified CVP.
• Cisco Finesse provides a browser-based agent and supervisor desktop.
Whether deployed from golden templates or installed directly, the virtual machines (VMs) are located at the
customer site on two core servers, called destination server Side A and destination server Side B. There are
nine virtual machines on Side A. There are eight virtual machines on redundant destination Side B.
SIDE A (9 VMs)
SIDE B (8 VMs)
(1) Unified CCE Call Server
(1) Unified CCE Call Server
(2) Unified CCE Data Server
(2) Unified CCE Data Server
(3) Unified CVP Call/VXML Server 1A
(3) Unified CVP Call/VXML Server 1B
(4) Unified CVP Call/VXML Server 2A
(4) Unified CVP Call/VXML Server 2B
(5) Unified CVP OAMP Server
N/A (There is no CVP OAMP Server on Side B.)
N/A (There is no Unified CVP Reporting Server on (5) Unified CVP Reporting Server (optional)
Side A.)
(6) Unified Communications Manager Publisher
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
2
N/A (There is no Unified Communications Manager
Publisher on Side B.)
Cisco Packaged Contact Center Enterprise
CCE PAC M1 Solution Components
SIDE A (9 VMs)
SIDE B (8 VMs)
(7) Unified Communications Manager Subscriber 1 (6) Unified Communications Manager Subscriber 2
(8) Unified Intelligence Center Publisher
(7) Unified Intelligence Center Subscriber
(9) Cisco Finesse Primary
(8) Cisco Finesse Secondary
For supported software release versions, see Cisco Contact Center Software, on page 6
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
3
Cisco Packaged Contact Center Enterprise
High-Level Sequence
High-Level Sequence
Follow this sequence to follow to deploy Packaged CCE:
Sequence
Task
Documented Here
1
Ensure that required software, hardware, and licenses are in place Prerequisites, on page 5
2
Create Golden Templates and Run Automation
Create Golden
Templates, on page 19
Run Golden Template
Automation, on page 27
OR
2
Create Virtual Machines Directly
Direct Installation, on
page 35
3
Configure the Contact Center Applications
Configure Solution
Components, on page 65
4
Apply Upgrades
Upgrades, on page 129
5
Make Final Pre-Configuration Changes
Prevalidation Changes in
Configuration Manager,
on page 133
6
Run Base Configuration using ICMBDA
Apply Base
Configuration, on page
131
7
Set Deployment Type and Run System Validation
Set Deployment Type and
Run System Validation,
on page 133
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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CHAPTER
2
Prerequisites
This section explains prerequisites for deploying Packaged CCE model CCE PAC M1.
Note
All prerequisites except Automation Software apply to both golden template and direct install options.
Automation software is required for golden template deployments only.
• Hardware Requirements for C Series, page 5
• Cisco Contact Center Software, page 6
• Automation Software, page 6
• Third-Party Software, page 7
• Configuration Software, page 8
• Software Licenses, page 9
• Open Virtualization Format Files, page 10
Hardware Requirements for C Series
The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified
Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.
Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2
TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged
CCE orders.
C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_
TRC.231
C260 M2: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C260_M2_TRC.231
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
5
Prerequisites
Cisco Contact Center Software
Cisco Contact Center Software
Contact center software requirements are for both golden templates and direct installs.
Order DVDs from Cisco Systems. Create ISOs from each DVD, and install the software from the ISOs.
Component
Major Release Version
Unified CCE
9.0(2) and later maintenance releases
Unified CM
8.6(1), 9.1(1) and later maintenance releases
Unified CVP
9.0(1) and later maintenance releases
Unified Intelligence Center
9.0(2), 9.1(1) and later maintenance releases
Cisco Finesse
9.1(1) and later maintenance releases
Related Topics
Open Virtualization Format Files, on page 10
Automation Software
Automation software is required for golden templates only.
Software
Version
Download
Notes
GoldenTemplateTool
zip file
9.0
Go to http://cisco.com/en/US/
products/ps12586/tsd_
products_support_series_
home.html
Download and extract the
GoldenTemplateTool zip file to
run the automation tool. See Run
Golden Template Automation
Run Golden Template
Automation, on page 27.
Click Download.
Then select Packaged Contact
Center Enterprise
Deployment Scripts.
PowerCLI
Version 5.0,
32-bit
Download and then install this Use PowerCLI to run the
VMWare tool on the client
automation script.
computer from which the
automation scripts will be run.
http://
downloads.vmware.com/d/
details/pcli50/
dHRAYnQlKmpiZHAlJQ==
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
6
Prerequisites
Third-Party Software
Software
Version
Download
Notes
WinImage
WinImage 8.5 Download and then install
Used in the configuration of the:
WinImage 8.5 on the client
• Cisco Unified
computer from which the
Communications Manager
automation scripts will be run.
publisher and subscribers
http://winimage.com/
• Cisco Unified Intelligence
download.htm.
Center publisher and
subscriber
• Cisco Finesse primary and
secondary nodes
WinImage creates a floppy image
(.flp file) from the
platformConfig.xml file. This file
contains the parameters for the
customization of the
publishers/primary and
subscribers/secondary nodes.
Third-Party Software
This section lists third-party software required to deliver virtual Contact Center modules.
Note
Third-party software requirements are for both golden templates and direct installs.
Software
Version
Microsoft Windows Server Service Pack 1
2008 R2 Standard Edition
Notes
Used for:
• Unified CCE Call Server
• Unified CCE Data Server
• Unified CVP Call/VXML Server
• Unified CVP OAMP Server
• Unified CVP Reporting Server
Microsoft SQL Server 2008 Service Pack 2
R2 x64 Standard Edition
Used for Unified CCE Data Server.
vCenter Server
Required for deploying virtual
machines. http://
downloads.vmware.com/
5.0
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Prerequisites
Configuration Software
Software
Version
ESXi Server
vSphere Client
Notes
Required for deploying virtual
machines. www.vmware.com/go/
get-free-esxi
5.0
http://downloads.vmware.com/
vSphere client is a free software
provided by VMWare. It is required for
managing a virtualized infrastructure.
Datastore and network configuration of
the ESXi host must be done manually.
Anti-Virus
One of:
Required for all applications that run on
the Windows platform.
• Symantec Endpoint Protection
For more information, see Install
11.0/12.1
Antivirus Software, on page 46.
• Trend Micro Server Protect
version 5.7/5.8
• McAfee VirusScan Enterprise
8.7i/8.8i
Microsoft Excel
Release 2003 or later
Microsoft Excel Release 2003 or later
is used to provide the input data for the
datasheet used for the automation.
Configuration Software
Configuration software is required for both golden templates and direct installs. You use these files to Run
Base Configuration Using the ICMDBA Tool, on page 132.
Software
Download
Notes
CCEPACM1BaseConfig90x.zip
Go to http://cisco.com/en/US/
products/ps12586/tsd_products_
support_series_home.html.
This software updates Unified CCE
Configuration Manager for
Packaged CCE deployments.
Click Download Software.
Then select Packaged Contact
Center Enterprise Configuration
Scripts.
Domain_Update_Tool.zip
http://cisco.com/en/US/products/
ps12586/tsd_products_support_
series_home.html
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
8
Run this software to modify the
domain name in System
Information.
Prerequisites
Software Licenses
Software Licenses
Partners must obtain unique licenses and apply them at the customer site.
Software
License or
PAK
Quantity
Included Required? Details
with
Packaged
CCE
license
SKU?
Unified CVP
4 PAKs
Yes
Required
1 PAK for each of the four required Unified CVP
Call/VXML servers (2 on the Side A server and 2 on
the Side B server).
Unified
Intelligence
Center
1 PAK
Yes
Required
1 PAK to be applied to the Unified Intelligence Center
Publisher on Side A.
Call Studio
2 PAKs
Yes
Required
1 PAK for each Call Studio workstation.
Unified CVP
Reporting
Server
1 or 2
PAKs
No Optional
procure
separately
Maximum of 2 additional Unified CVP PAKs for each
optional Unified CVP Reporting server.
Microsoft
Windows
Server 2008
Standard
Edition R2
SP1
9 licenses No Required
procure
separately
1 license for each of the required Unified CCE Call
and Data servers (2 on the Side A server and 2 on the
Side B server) = 4 licenses.
1 license for each of the 4 required Unified CVP
Call/VXML servers (2 on the Side A server and 2 on
the Side B server) = 4 licenses.
1 license for the Unified CVP OAMP server on Side
A = 1 license.
Microsoft
Windows
Server 2008
R2 Standard
Edition SP1
1 or 2
licenses
No Optional
procure
separately
Maximum of 2 additional Microsoft Server 2008 R2
SP1 licenses for each optional Unified CVP Reporting
server.
Microsoft
SQL Server
2008 R2
Standard
Edition SP2
2 licenses No Required
procure
separately
1 license for the Side A Data Server and 1 license for
the Side B Data Server.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Prerequisites
Open Virtualization Format Files
Software
License or
PAK
Quantity
VMware
vSphere
Standard or
Enterprise
ESXi 5.x
4 licenses No Required
procure
separately
VMare
1 license
vCenter (for
golden
template
deployments)
Included Required? Details
with
Packaged
CCE
license
SKU?
No Optional
procure
separately
2 licenses for the server on Side A and 2 licenses for
the server on Side B.
Needed only by partners who will use the Packaged
CCE Golden Template cloning process.
Related Topics
Install Unified CVP Reporting Server, on page 56
Open Virtualization Format Files
Open Virtualization Format files (OVAs) are required for both golden templates and direct installs. The OVAs
define the basic structure of the corresponding VMs that are created—including the CPU, RAM, disk space,
reservation for CPU and reservation for memory
Packaged CCE (CCE PAC M1) uses six OVAs.
OVA files are contained in the CCE-PAC-M1-OVA-v9.0x.zip file at Cisco.com. Go to http://cisco.com/en/
US/products/ps12586/tsd_products_support_series_home.html. Click Download Software. Then select
Packaged Contact Center Enterprise Virtual Machine Templates.
Download and extract the zip file and save the extracted OVA files to your local drive. You will browse to
them from the vCenter.
Software
OVA
Cisco Unified Contact Center Enterprise CCE
Call Server and Data server
CCE-PAC-M1-CCE-vmv8-v9.0.1.ova
Customer Voice Portal (CVP) Call/VXML, and
OAMP servers
CCE-PAC-M1-CVP-vmv8-v9.0.1.ova
Customer Voice Portal (CVP) reporting server
CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova
Cisco Unified Communications Manager (CUCM) cucm_9.1_vmv8_v1.7.ova
publisher and subscriber
Cisco Unified Intelligence Center (CUIC)
publisher and subscriber
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
10
CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova
Prerequisites
Open Virtualization Format Files
Cisco Finesse primary and secondary
CCE-PAC-M1-Finesse-vmv8-9.0.1.ova
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Prerequisites
Open Virtualization Format Files
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
12
CHAPTER
3
Network Design Considerations
This chapter provides guidance on performing the network configuration needed to deploy Packaged CCE
on UCS C-Series servers. It includes information on fault tolerance and redundancy.
• Network Requirements for Packaged CCE Server, page 13
• Network Configuration and QoS, page 15
• Access Switch Configuration, page 15
• vSwitch and Virtual NIC Configuration, page 15
• Configure the ESXi Host Network for the Virtual Machines, page 16
• Link Speed Considerations, page 17
Network Requirements for Packaged CCE Server
The illustration below shows the recommended design for all Packaged CCE deployments on UCS C-series
servers and the network implementation of the vSphere vSwitch design.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Network Design Considerations
Network Requirements for Packaged CCE Server
This design calls for using the VMware NIC Teaming (without load balancing) of virtual machine network
interface controller (vmnic) interfaces in an Active/Standby configuration through alternate and redundant
hardware paths to the network.
The network side implementation does not have to exactly match this illustration, but it must allow for
redundancy and must not allow for single points of failure affecting both Visible and Private network
communications.
Note
The customer also has the option, at their discretion, to configure VMware NIC Teaming on the Management
vSwitch on the same or separate switch infrastructure in the data center.
Requirements:
• Ethernet interfaces must be Gigabit speed and connected to Gigabit Ethernet switches. 10/100 Ethernet
is not supported.
• No single point of failure is allowed for visible and private networks.
• Network switch infrastructure cannot use Cisco Stacking technology to combine all switches to which
the UCS C-series server is connected into a single virtual switch.
• Network switches must be configured properly for connection to VMware. Refer to the VMware
Knowledge Base for details on ensuring proper switch configuration to prevent Spanning Tree Protocol
(STP) delay in failover/fallback scenarios.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
14
Network Design Considerations
Network Configuration and QoS
Network Configuration and QoS
Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS
considerations section in the Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/
en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
Access Switch Configuration
The following are examples of data center access switch up-link port configurations for connecting to UCS
C-Series servers. You must use virtual switch tagging (VST) and ensure that you have properly configured
the correct corresponding setting between the network switches and the vSphere vSwitches.
Use auto negotiation for Gigabit connections on both the network switch and the ESXi host adapters.
It is essential that the network configuration be implemented correctly. Improper configuration of up-link
ports can directly and negatively impact system performance, operation, and fault handling.
Example 1
Use this configuration on a switch port that connects to the active or standby NIC on a UCS C-series host on
the public network.
Note
vlan 10 in this example is for the Packaged CCE Public VLAN. You can use any VLAN of your choosing.
interface GigabitEthernet1/0/1
description Connects to PCCE UCS Host on the Public Network
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 10
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
vSwitch and Virtual NIC Configuration
This figure illustrates a configuration for the vSwitches and vmnic adapters on a C-Series server using the
redundant Active/Standby vSwitch NIC Teaming design. The configuration is the same for the Side A server
and the Side B server.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
15
Network Design Considerations
Configure the ESXi Host Network for the Virtual Machines
Configure the ESXi Host Network for the Virtual Machines
To configure the network for VMs, you create a virtual switch connected to an Ethernet port on the server,
and then associate the virtual machine's network adapter to this virtual switch. Perform the following procedure
to create vSwitches for the public and private networks on the Side A and B servers, referring to the illustration
above as an example.
Procedure
Step 1
Add a vSwitch as follows:
a) Login to the ESXi host using VMware Infrastructure Client.
b) Select the ESXi host.
c) Click the Configuration tab.
d) Under Hardware, click Networking.
e) Click Add Networking...
f) Select Connection Type >Virtual Machine. Then click Next.
g) Select Create a vSphere standard switch and select an associated a VM nic. Be sure to reference the figures
in this section to ensure you are aware of which physical VM NIC you're associating with the vSwitch.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
16
Network Design Considerations
Link Speed Considerations
h) Under Port Group Properties, enter Network Label: VM X, where X describes the network. For example,
the UCCE Public or UCCE Private network as illustrated in the figure above.
i) Click Next. Then click Finish.
Step 2
Associate a VM Network Adapter to Network Connection as follows:
a) Click Edit virtual machine settings.
b) Select the Network Adapter.
c) Select a virtual switch from the Network Connection/network label (must be "UCCE Public" or "UCCE
Private").
If your switchports are using VLANs, enter the VLAN id in the VLAN ID field.
d) Click OK.
Link Speed Considerations
Configuring the speed and duplex of a network link is essential for reliable network operation.
While VMware allows for fixed 1000/Full to be set on the Host and the Switch, use Auto/Auto on both ends.
Manually configuring 1000/Full on the Host requires Host configuration steps that are not detailed here and
are not exposed in VMware.
Note
Refer to this article on the VMware Knowledge Base: Configuring the speed and duplex of an ESXi/ESX
host network adapter.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
17
Network Design Considerations
Link Speed Considerations
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
18
CHAPTER
4
Create Golden Templates
Note
If you chose to create virtual machines directly on the destination servers, skip this chapter and go to
Direct Installation, on page 35.
This chapter explains how to build golden templates for contact center applications. Golden templates are
master copies of contact center applications that can be reused—that is, installed on multiple virtual machines.
They are built on a source system, which is a single (source) core server controlled by a partner or service
provider.
Once the golden templates are built, an automation process clones and deploys the golden templates as
virtual machines (VMs) for the pair of destination core servers deployed for the customer.
You then administer configuration tasks on the contact center VM applications on the destination system
Side A and Side B.
The sequence is:
1 Create golden templates (this chapter)
2 Run the automation process to deploy VMs from the golden templates on the customer destination servers.
See Run Golden Template Automation, on page 27.
3 Configure the VMs on the customer destination servers. See Configure Solution Components, on page
65.
This chapter contains directions to:
• Create Golden Template for Cisco Unified Contact Center Enterprise Call Server, page 20
• Create Golden Template for Cisco Unified Contact Center Enterprise Data Server, page 21
• Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server, page 22
• Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server, page 23
• Create Golden Template for Cisco Finesse, page 23
• Create Golden Template for Cisco Unified Intelligence Center, page 24
• Create Golden Template for Cisco Unified Communications Manager, page 25
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
19
Create Golden Templates
Create Golden Template for Cisco Unified Contact Center Enterprise Call Server
Create Golden Template for Cisco Unified Contact Center
Enterprise Call Server
Follow this sequence of tasks to create the golden template for the CCE Call Server.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
Done?
Tasks
Notes
1
Download the OVA.
See Open
Virtualization Format
Files, on page 10
2
Create the virtual machine from the OVA. Follow the procedure
that is documented in
Create a Virtual
Machine from the
OVA, on page 44.
3
Install Microsoft Windows Server.
Follow the procedure
in the section Install
Microsoft Windows
Server , on page 51.
4
Install Anti-Virus software.
Follow the procedure
in the section Install
Antivirus Software,
on page 46
5
Run the CCE Installer.
Follow the procedure
documented in the
section Install Cisco
Contact Center
Enterprise, on page
55.
6
Install VMware Tools.
Follow the procedure
Install VMware Tools,
on page 47
7
Convert the virtual machine to a Golden
Template.
Follow the procedure
Convert the Virtual
Machine to a Golden
Template, on page 48
When you have created all golden templates, you will run the automation process (Run Golden Template
Automation, on page 27). After you run the automation process, you can configure the CCE Call Server on
the destination system. See Configure Unified CCE Call Server, on page 74.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
20
Create Golden Templates
Create Golden Template for Cisco Unified Contact Center Enterprise Data Server
Create Golden Template for Cisco Unified Contact Center
Enterprise Data Server
Follow this sequence of tasks to create the golden template for the CCE Data Server. The golden template
process for the CCE Data Server is nearly identical to that for the CCE Call Server—the Data Server requires
the installation of Microsoft SQL Server.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
Done?
Tasks
Notes
1
Download the OVA.
See Open Virtualization
Format Files, on page 10.
2
Create the virtual machine from the OVA.
Follow the procedure that
is documented in Create a
Virtual Machine from the
OVA, on page 44.
3
Install Microsoft Windows Server.
Follow the procedure Install
Microsoft Windows Server
, on page 51.
4
Install VMware Tools.
Follow the procedure Install
VMware Tools, on page
47
Install VMware Tools, on
page 47.
5
Install Anti-Virus software.
Follow the procedure in the
section Install Antivirus
Software, on page 46.
6
Install Microsoft SQL Server.
See Install Microsoft SQL
Server 2008 , on page 52.
7
Run the CCE Installer.
Follow the procedure
documented in the section
Install Cisco Contact Center
Enterprise, on page 55.
8
Convert the virtual machine to a Golden Template. Follow the procedure
Convert the Virtual
Machine to a Golden
Template, on page 48.
When you have created all golden templates, you will run the automation process (Run Golden Template
Automation, on page 27). After you run the automation process, you can configure the CCE Data Server
VM on the destination system. See Configure Unified CCE Data Server, on page 65
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
21
Create Golden Templates
Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server
Create Golden Template for Cisco Unified Customer Voice Portal
Call/VXML Server
Follow this sequence of tasks to create the golden template for the Unified CVP Call/VXML Server.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
Done?
Tasks
Notes
1
Download the OVA.
See Open Virtualization
Format Files, on page 10.
2
Create the virtual machine from the OVA.
Follow the procedure that is
documented in Create a
Virtual Machine from the
OVA, on page 44.
3
Install Microsoft Windows Server.
Follow the procedure in the
section Install Microsoft
Windows Server , on page
51.
4
Install Anti-Virus software.
Follow the procedure in the
section Install Antivirus
Software, on page 46.
5
Install Cisco Unified CVP.
Follow the procedure Install
Unified CVP Server, on
page 55.
6
Install VMware Tools.
Follow the procedure Install
VMware Tools, on page
47.
7
Convert the virtual machine to a Golden
Template.
Follow the procedure in the
section Convert the Virtual
Machine to a Golden
Template, on page 48.
When you have created all golden templates, you will run the automation process (Run Golden Template
Automation, on page 27). After you run the automation process, you can configure the Unified CVP VMs
on the destination system. See Configure Cisco Unified CVP, on page 83
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
22
Create Golden Templates
Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server
Create Golden Template for Cisco Unified Customer Voice Portal
OAMP Server
Follow this sequence of tasks to create the golden template for the Unified CVP OAMP Server. This process
is similar to creating the golden template for the Unified CVP Call/VXML server—the differences are selection
you make from the OVA dropdown and in the Select Packages options during the installation.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
Done?
Tasks
Notes
1
Download the OVA.
See Open Virtualization
Format Files, on page 10.
2
Create the virtual machine from the OVA
Follow the procedure Create
a Virtual Machine from the
OVA, on page 44.
3
Install Microsoft Windows Server.
Follow the procedure in the
section Install Microsoft
Windows Server , on page
51.
4
Install Anti-Virus software
Follow the procedure in the
section Install Antivirus
Software, on page 46.
5
Install Cisco Unified CVP
See Install Cisco Unified
CVP OAMP Server, on
page 56.
6
Install VMware Tools
Follow the procedure Install
VMware Tools, on page
47.
7
Convert the virtual machine to a Golden
Template
Follow the procedure in the
section Convert the Virtual
Machine to a Golden
Template, on page 48.
When you have created all golden templates, you will run the automation process (Run Golden Template
Automation, on page 27). After you run the automation process, you can configure the Unified CVP VMs
on the destination system. See Configure Cisco Unified CVP, on page 83.
Create Golden Template for Cisco Finesse
Follow this sequence of tasks to create the golden template for Cisco Finesse.
After each task, return to this page to mark the task "done" and continue the sequence.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
23
Create Golden Templates
Create Golden Template for Cisco Unified Intelligence Center
Sequence
Done?
1
Tasks
Notes
Download
HCS-CC_9.0_Finesse_vmv8_v1.0.ova
See Open Virtualization
Format Files, on page 10
Download
HCS-CC_9.0_Finesse_vmv8_v1.0.ova .
2
Create the virtual machine from the OVA.
Follow the procedure that is
documented in, Create a
Virtual Machine from the
OVA, on page 44 .
3
Install Cisco Finesse.
Follow the procedure for
installing VOS applications
for golden templates. See
Golden Template Install for
VOS-Based Contact Center
Applications, on page 58 .
4
Install VMware Tools.
Follow the procedure Install
VMware Tools, on page 47
5
Convert the virtual machine to a Golden
Template.
Follow the procedure
Convert the Virtual Machine
to a Golden Template, on
page 48.
After you create all golden templates, you can run the automation process (Run Golden Template Automation,
on page 27). After you run the automation process, you can configure Cisco Finesse on the destination system.
See Configure Cisco Finesse, on page 121.
Create Golden Template for Cisco Unified Intelligence Center
Follow this sequence of tasks to create the golden template for Cisco Unified Intelligence Center.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
1
Done?
Tasks
Notes
Download HCS-CC_9.0_CUIC_vmv8_v1.0.ova. See Open Virtualization
Download HCS-CC_9.0_CUIC_vmv8_v1.0.ova. Format Files, on page 10
.
2
Create the virtual machine from the OVA.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
24
See Create a Virtual
Machine from the OVA, on
page 44 .
Create Golden Templates
Create Golden Template for Cisco Unified Communications Manager
Sequence
Done?
Tasks
Notes
3
Install Cisco Unified Intelligence Center.
Follow the procedure for
installing VOS applications
for golden templates. See
Golden Template Install for
VOS-Based Contact Center
Applications, on page 58 .
4
Install VMware Tools.
Follow the procedure Install
VMware Tools, on page
47
5
Convert the virtual machine to a Golden
Template.
See Convert the Virtual
Machine to a Golden
Template, on page 48.
After you create all golden templates, you can run the automation process (Run Golden Template Automation,
on page 27). After you run the automation process, you can configure the Cisco Unified Intelligence Center
VMs on the destination system. See Configure Unified Intelligence Center, on page 109.
Create Golden Template for Cisco Unified Communications
Manager
Follow this sequence of tasks to create the golden template for Cisco Unified Communications Manager.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence
Done?
Tasks
Notes
1
Download cucm_9.0_vmv8_v1.7.ova.
Open Virtualization Format
Files, on page 10.
2
Create the virtual machine from the OVA.
Follow the procedure that
is documented in, Create a
Virtual Machine from the
OVA, on page 44.
3
Install Cisco Unified Communications
Manager.
Follow the procedure for
installing VOS applications
for golden templates. See
Golden Template Install for
VOS-Based Contact Center
Applications, on page 58 .
4
Install VMware Tools.
Follow the procedure Install
VMware Tools, on page
47
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
25
Create Golden Templates
Create Golden Template for Cisco Unified Communications Manager
Sequence
5
Done?
Tasks
Notes
Convert the virtual machine to a Golden
Template.
Follow the procedure
Convert the Virtual
Machine to a Golden
Template, on page 48
After you create all golden templates, you can run the automation process (Run Golden Template Automation,
on page 27). After you run the automation process, you can configure the Unified Communications Manager
publisher and subscriber VM on the destination system. See Configure Unified Communications Manager,
on page 97 .
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
26
CHAPTER
5
Run Golden Template Automation
Note
If you chose to create virtual machines directly on the destination servers, skip this chapter and go to
Direct Installation, on page 35.
CCE PAC M1 automation is the process of deploying virtual machines on the destination system using the
golden templates on the source system.
Before you run the automation, download and install vSphere PowerCLI on the computer from which the
automation is to be run. See Automation Software, on page 6. VSphere PowerCLI is a command-line tool
built on Windows PowerShell. It provides cmdlets (commands) for managing and automating vSphere.
• Download Automation Tool, page 27
• Complete Automation Spreadsheet, page 28
• Run Automation Script, page 32
Download Automation Tool
The automation tool is contained in the GoldenTemplateTool zip file, downloadable from Cisco.com at http:/
/cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html.
Extract the file and copy the CCEPACM1_VMAutomation folder to the root of your C: drive.
This folder contains five subfolders and the CCEPAKM1_VMDataSheet_90x file. All folders except the
scripts folder are empty until you run the automation script.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
27
Run Golden Template Automation
Complete Automation Spreadsheet
• The Archive subfolder will hold any prior versions of the automation spreadsheet, saved with a date and
time stamp.
• The Log subfolder holds all log files saved with a date and time stamp.
• The PlatformConfigRepository subfolder has three subfolders.
◦The CUCM folder has three XML files—one for the publisher and one for each subscriber.
◦The CUIC folder has two XML files—one for the publisher and one for the subscriber.
◦The FINESSE folder has two XML files—one for the primary node and one for the secondary
node.
• The Report subfolder holds all automation reports, saved with a date and time stamp. (This subfolder is
empty until you run the automation script.)
• The scripts subfolder holds four scripts. The file named deployVM.PS1 is the primary script and calls
the other scripts during the automation.
• CCEPAKM1_VMDataSheet_90x is the spreadsheet to complete for the automation process.
Complete Automation Spreadsheet
The CCEPAKM1_VMDataSheet_901 automation spreadsheet contains a row for each virtual machine that
will be created from the source system.
The automation script reads this spreadsheet row-by-row. For each golden template, the script clones, creates
the customization file for the operating system, and deploys all virtual machines to the destination Sides A
and B.
Automation Spreadsheet Values
This table explains the value required in each cell of the CCEPACM1_VMDatasheet_901 spreadsheet. Enter
values for the Source server. Obtain and enter values for the Destination servers.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
28
Run Golden Template Automation
Automation Spreadsheet Values
Note
The Description column below identifies any guidelines that apply to the data. For example,
GOLDEN_TEMPLATE_NAME cannot contain spaces. Both the automation spreadsheet and VMWare
accept names that do not comply with these guidelines. However, the automation script will fail if the
template names are not in conformance with them.
Column
Description
Example
VM_TYPE
The type of the VM, based on the UCCE_CallServer_SideA
Contact Center software installed.
Default contents are not editable.
OS_TYPE
The type of Operating System
installed on the VM. Default
contents are not editable.
CREATEVM
Required. Retain the default YES YES
to create a VM using automation.
Change to NO to skip VM creation
during automation.
SOURCE_HOST_IP
Required. The IP address of the
ESXi host for this Golden
Template.
xx.xx.xxx.xxx
SOURCE_DATASTORE_NAME
Required The name of the
Datastore where this Golden
Template resides.
datastore1(3)
GOLDEN_TEMPLATE_NAME
Required. The name of the Golden My_CallServer
Template from which the new VM
it to be deployed. Cannot contain
spaces.
NEW_VM_NAME
Required. The name for the new
VM. Cannot contain spaces or
special characters. Maximum of
32 characters.
CallServerSideA
DEST_HOST_IP
Required. The IP address of the
ESXi Host for the new VM.
xx.xx.xxx.xxx
DEST_DATASTORE_NAME
Required. The name of the
Datastore for the new VM.
datastore2(1)
PRODUCT_VERSION
Currently this field is applicable
only for Cisco Unified
Communications Manager.
9.0.x
Windows2008
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
29
Run Golden Template Automation
Automation Spreadsheet Values
COMPUTER_NAME
Required. The NET BIOS name Demo-CallSrvA
for the new computer. 15-character
maximum. Do not use special
characters /, \, ?,:,*,",<,>,.,.
WORK_GROUP
Dropdown:
NO
YES adds the VM to a WorkGroup
and enables
WORK_GROUP_NAME.
NO adds the VM to a domain and
enables DOMAIN_NAME,
DOMAIN_USER, and
DOMAIN_PASSWORD.
WORK_GROUP_NAME
Required. Enter the Workgroup
name. Used only if
WORK_GROUP is set to YES.
NA
DOMAIN_NAME
Required. Enter the Domain name. mydomain.com
Used only if WORK_GROUP is
set to NO.
TIME_ZONE_LINUX_AREA
Required. Drop-down selection of America
the timezone area to be set Unified
CM. For the United States of
America, select America.
TIME_ZONE_LINUX_LOCATION Required. Drop-down selection of Eastern
the timezone location to be set for
Unified CM, CUIC, or Finesse.
TIME_ZONE_WINDOWS
Required. Drop-down selection of (GMT-05:00) Eastern Time (US &
the timezone to be set for the
Canada)
Unified CVP and Unified CCE
VMs.
DOMAIN_USER
Required. The user name for a
HarryUser
domain user with privileges to add
the new computer to the domain.
Enabled only if WORK_GROUP
is set to NO.
DOMAIN_PASSWORD
Required. The password for the
domain user. Enabled only if
WORK_GROUP is set to NO.
PRODUCT_KEY
Required. The valid Windows OS ZZZM2-Y330L-HH123-99Y1B-GJ20B
product key in the format
xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
30
package123
Run Golden Template Automation
Automation Spreadsheet Values
OWNER_NAME
Required. The full name of the
owner.
LabAdmin
Administrator and Guest are not
allowable names.
This is a mandatory field for
OS_TYPE Windows 2008.
ORGANIZATION_NAME
Required. The Organization Name MyOrganization
to be set for Unified CM, CUIC,
or Finesse.
ORGANIZATION_UNIT
Required. The Organization Unit MyUnit
to be set for Unified CM, CUIC,
or Finesse.
ORGANIZATION_LOCATION
Required. The Organization
MyCity
Location to be set for Unified CM,
CUIC, or Finesse.
ORGANIZATION_STATE
Required. The Organization State MyState
to be set for Unified CM, CUIC,
or Finesse.
ORGANIZATION_COUNTRY
Required. Drop-down selection of United States of America
the Organization Country to be set
for Unified CM, CUIC, or Finesse.
NTP_SERVER
Required. The IP Address of the
NTP server.
NIC_NUM
Values in the field are
2
pre-populated based on
VM_TYPE field and are protected.
Values are “1” or “2”.
xx.xx.xxx.xxx
This value indicates the number of
NICs to be configured for the
VMs.
IP_ADDRESS_NIC1
Required. A valid IPv4 address for xx.xx.xxx.xxx
NIC1.
SUB_NET_MASK_NIC1
Required. A valid subnet mask
(IPv4 address) for NIC 1.
DEFAULT_GATEWAY_NIC1
Required. A valid Default gateway xx.xx.xxx.xxx
(IPv4 address) for NIC1.
DNS_IP_NIC1
Required. A valid IPv4 address for xx.xx.xxx.xxx
the primary DNS for NIC1.
xx.xx.xxx.xxx
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
31
Run Golden Template Automation
Run Automation Script
IP_ADDRESS_NIC2
Required. A valid IPv4 address for xx.xx.xxx.xxx
NIC 2.
Valid only if the value in the
NIC_NUM fields is 2.
SUB_NET_MASK_NIC2
Required. A valid subnet mask
(IPv4 address) for NIC 2. For
Unified CCE VMs only.
255.255.255.255
DNS_IP_NIC2
Required. A valid IPv4 address for xx.xx.xxx.xxx
the primary DNS for NIC2. For
Unified CCE VMs only.
DNS_ALTERNATE_NIC2
Optional. A valid IPv4 address for xx.xx.xxx.xxx
the alternate DNS for NIC2. For
Unified CCE VMs only. Must
differ from the address of the
primary DNS for NIC2.
Refer to the Appendix for an Automation Spreadsheet Entry Form for entry of information for your automation.
Run Automation Script
Launch VMware vSphere PowerCLI (32-Bit) to run the automation script.
The first time you run PowerCLI, you must enter the command get-executionpolicy to determine whether the
Restricted Execution policy is in effect or is restricted
If the policy is restricted, enter set-executionpolicy. At the Supply Values prompt, enter "Unrestricted." Then
enter 'Y". This changes the execution policy so that you can run unsigned scripts that you write on your local
computer and signed scripts from other users.
What to Do Next
Enter a command using the following syntax: <Path to the script> <Path of the spread sheet> <vCenter IP
/ Hostname> <vCenter User> <Password to connect to vCenter>
C:\GoldenTemplateTool_90x\scripts\DeployVM.PS1
C:\GoldenTemplate_90x\CCEPACM1_VMDataSheet_901.xls testvCenter testuser testpassword
This starts a script that parses the data, validates the data, creates a VM and a customization file for the VM.
Ongoing status messages, updated every 30 seconds, display as the script executes.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
32
Run Golden Template Automation
Run Automation Script
If you monitor the progress in the vSphere client, note that the vSphere Target is the golden template source.
If the script runs successfully, it will typically complete in several hours.
If the script encounters errors, it stops and displays those errors on the screen and also stores them in the log
file. Refer to Troubleshooting, on page 173 for tips on resolving errors.
Completion of the script generates a status report in the Report folder. The status report has a link to the Log
file. Consult this file to debug error conditions and to consult with Cisco Support.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
33
Run Golden Template Automation
Run Automation Script
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
34
CHAPTER
6
Direct Installation
• Create VM for Cisco Unified Contact Center Enterprise Call Server, page 35
• Create VM for Cisco Unified Contact Center Enterprise Data Server, page 36
• Create VM for Unified CVP Call/VXML Server, page 36
• Create VM for Unified CVP OAMP Server, page 37
• Create VM for Cisco Unified Communications Manager Publisher, page 38
• Create VM for Cisco Unified Communications Manager Subscriber, page 38
• Create VM for Unified Intelligence Center Publisher, page 39
• Create VM for Cisco Unified Intelligence Center Subscriber, page 39
• Create VM for Cisco Finesse Primary Node, page 39
• Create VM for Cisco Finesse Secondary Node, page 40
• Create VM for Unified CVP Reporting Server (Optional), page 40
Create VM for Cisco Unified Contact Center Enterprise Call
Server
Follow this sequence of tasks to create a VM directly for the CCE Call Servers on Side A and Side B. After
each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Microsoft Windows Server , on page 51.
4
Install Antivirus Software, on page 46.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
35
Direct Installation
Create VM for Cisco Unified Contact Center Enterprise Data Server
Sequence Tasks
5
Install Cisco Contact Center Enterprise, on page 55.
6
Install VMware Tools, on page 47.
Done?
When you have created the VM, you can configure the CCE Call Server on the destination system. See
Configure Unified CCE Call Server, on page 74
Create VM for Cisco Unified Contact Center Enterprise Data
Server
Follow this sequence of tasks to create a virtual machine directly for the CCE Data Servers on Side A and
Side B. The process is nearly identical to creating a VM for the CCE Call Server, with the additional step to
install Microsoft SQL Server.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Microsoft Windows Server , on page 51.
4
Install Antivirus Software, on page 46.
5
Configure a Database Drive, on page 69
6
Install Microsoft SQL Server 2008 , on page 52
7
Install Cisco Contact Center Enterprise, on page 55.
8
Install VMware Tools, on page 47.
Done?
When you have created the VM, you can configure the CCE Data Server VM on the destination system. See
Configure Unified CCE Data Server, on page 65.
Create VM for Unified CVP Call/VXML Server
Follow this sequence of tasks to directly create a virtual machine for the Unified CVP Call/VXML Server.
After each task, return to this page to mark the task "done" and continue the sequence.
This process is similar to creating the VM for the Unified CVP OAMP server—the differences are the selections
you make from the OVA dropdown and in the Select Packages options during the installation.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Direct Installation
Create VM for Unified CVP OAMP Server
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Microsoft Windows Server , on page 51.
4
Install Antivirus Software, on page 46.
5
Install Unified CVP Server, on page 55
6
Install VMware Tools, on page 47.
7
Convert the Virtual Machine to a Golden Template, on page 48.
When you have created the VM, you can configure the CVP VMs on the destination system. See Configure
Cisco Unified CVP, on page 83.
Create VM for Unified CVP OAMP Server
Follow this sequence of tasks to directly create a virtual machine for the CVP OAMP Server on Side A. After
each task, return to this page to mark the task "done" and continue the sequence.
This process is similar to creating the VM for the Unified CVP Call/VXML server—the differences are
selections you make from the OVA dropdown and in the Select Packages options during the installation.
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Microsoft Windows Server , on page 51.
4
Install Antivirus Software, on page 46.
5
Install Unified CVP Server, on page 55
6
Install VMware Tools, on page 47.
7
Convert the Virtual Machine to a Golden Template, on page 48.
After you have created them, you can configure the Unified CVP VMs on the destination system. See Configure
Cisco Unified CVP, on page 83
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37
Direct Installation
Create VM for Cisco Unified Communications Manager Publisher
Create VM for Cisco Unified Communications Manager
Publisher
Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Communications
Manager publisher.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Cisco Unified Communications Manager. Follow the procedure for installing VOS
applications. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact
Center Applications, on page 58.
4
Install VMware Tools, on page 47.
Done?
When you have the VMs for the Unified Communications Manager publisher and subscriber, you can configure
them. See Configure Unified Communications Manager, on page 97.
Create VM for Cisco Unified Communications Manager
Subscriber
Follow this sequence of tasks to directly create a virtual machine for both Cisco Communications Manager
Subscribers.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Follow the procedure for installing VOS applications. See Direct Install for
Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 61.
7
Install VMware Tools, on page 47.
Done?
When you have created the Communications Manager publisher and subscribers, you can configure the Cisco
Unified Communications Manager on the destination system. See Configure Unified Communications
Manager, on page 97.
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Direct Installation
Create VM for Unified Intelligence Center Publisher
Create VM for Unified Intelligence Center Publisher
Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Intelligence Center
Publisher.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Follow the procedure for installing VOS applications. See Direct Install for
Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 58.
7
Install VMware Tools, on page 47.
When you have the VMs for the Cisco Unified Intelligence Center publisher and subscriber, you can configure
them. See Configure Unified Intelligence Center, on page 109.
Create VM for Cisco Unified Intelligence Center Subscriber
Follow this sequence of tasks to directly create a virtual machine for the Cisco Unified Intelligence Center
Subscriber on Side B.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Follow the procedure for installing VOS applications. See Direct Install for
Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 61.
7
Install VMware Tools, on page 47.
When you have created the Unified Intelligence Center publisher and subscriber nodes, you can configure
them on the destination system. See Configure Unified Intelligence Center, on page 109.
Create VM for Cisco Finesse Primary Node
Follow this sequence of tasks to directly create the virtual machine for the Cisco Finesse Primary node.
After each task, return to this page to mark the task "done" and continue the sequence.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Direct Installation
Create VM for Cisco Finesse Secondary Node
Sequence Tasks
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install the Cisco Finesse primary node. Follow the procedure for installing VOS
applications. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact
Center Applications, on page 58.
4
Install VMware Tools, on page 47.
Done?
When you have the VMs for the Cisco Finesse primary and secondary nodes, you can configure them. See
Configure Cisco Finesse, on page 121.
Create VM for Cisco Finesse Secondary Node
Follow this sequence of tasks to directly create a virtual machine for the Cisco Finesse Secondary node.
After each task, return to this page to mark the task "done" and continue the sequence.
Sequence Tasks
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Follow the procedure for installing VOS applications. See Direct Install for
Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 61.
7
Install VMware Tools, on page 47.
Done?
When you have created the Cisco Finesse primary and secondary nodes, you can configure the Cisco Finesse
on the destination system. See Configure Cisco Finesse, on page 121.
Create VM for Unified CVP Reporting Server (Optional)
Follow this sequence of tasks to directly create a virtual machine for the Unified CVP Reporting Server.
Creating this VM is optional.
After each task, return to this page to mark the task "done" and continue the sequence.
The Unified CVP Reporting component cannot be installed on a machine with a hostname that contains a
hyphen; the hostname can be no longer than 12 characters.
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Direct Installation
Create VM for Unified CVP Reporting Server (Optional)
Sequence Tasks
Done?
1
Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization
Format File, on page 43 for the OVA version.
2
Create a Virtual Machine from the OVA, on page 44.
3
Install Microsoft Windows Server , on page 51.
4
Configure a Database Drive, on page 69
5
Install Antivirus Software, on page 46.
6
Install Unified CVP Reporting Server, on page 56
7
Install VMware Tools, on page 47.
When you have created them, you can configure the Unified CVP VMs on the destination system. See Cisco
Unified Customer Voice Portal Checklist.
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Direct Installation
Create VM for Unified CVP Reporting Server (Optional)
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
42
CHAPTER
7
Tasks Common to Virtual Machine Creation
These tasks are common to many golden template and direct-install procedures. The applicability (golden
template or direct-install, or both) is noted at the start of each task.
• Select Open Virtualization Format File, page 43
• Create a Virtual Machine from the OVA, page 44
• Install Antivirus Software, page 46
• Install VMware Tools, page 47
• Convert the Virtual Machine to a Golden Template, page 48
• Mount and Unmount ISO Files, page 48
• Configure DNS Server, page 49
• Configure Autogrowth , page 49
Select Open Virtualization Format File
Open Virtualization Format files (OVAs) are downloaded and extracted from Cisco.com and are required for
both golden templates and direct installs. The OVAs define the basic structure of the corresponding VMs that
are created—including the CPU, RAM, disk space, reservation, for CPU and reservation for memory.
This table shows the OVA that is used for each Cisco Systems contact center product.
Software
OVA
Cisco Unified Contact Center Enterprise CCE
Call Server and Data server
CCE-PAC-M1-CCE-vmv8-v9.0.1.ova
Customer Voice Portal (CVP) Call/VXML, and
OAMP servers
CCE-PAC-M1-CVP-vmv8-v9.0.1.ova
Customer Voice Portal (CVP) reporting server
CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova
Cisco Unified Communications Manager (CUCM) cucm_9.1_vmv8_v1.7.ova
publisher and subscriber
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Tasks Common to Virtual Machine Creation
Create a Virtual Machine from the OVA
Cisco Unified Intelligence Center (CUIC)
publisher and subscriber
CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova
Cisco Finesse primary and secondary
CCE-PAC-M1-Finesse-vmv8-9.0.1.ova
Create a Virtual Machine from the OVA
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Select the Host in the vSphere client.
Choose File > Deploy OVF Template.
Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click
Next.
Click Next at the OVF Template Details page.
Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32
characters. Click Next.
On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click
Next.
Choose a datastore on which to deploy the new virtual machine. Then click Next.
For each datastore, the tables below describe the RAID group, the ESXi Host, and the virtual machines for
the server.
RAID configuration for the C240 M3S
RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD0
datastore1
A
ESXi operating system
Unified CCE Data Server, Side A
VD1
datastore2
A
Unified CCE Call Server, Side A
Unified CVP Server 1A
Unified CVP Server 2A
Unified Intelligence Center Server
pubisher
Unified CVP OAMP Server
Unified Communications Manager
Publisher
Unified Communications Manager
Subscriber 1
Cisco Finesse Primary
VD0
datastore1
B
ESXi operating system
Unified CCE Data Server, Side B
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Tasks Common to Virtual Machine Creation
Create a Virtual Machine from the OVA
RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD1
datastore2
B
Unified CCE Call Server, Side B
Unified CVP Server 1B
Unified CVP Server 2B
Unified Intelligence Center Server
(subscriber)
Unified Communications Manager
Subscriber 2
Unified CVP Reporting Server
(optional)
Cisco Finesse secondary
RAID configuration for the C260 M2
RAID Group
VM Datastore
ESXi Host
Virtual Machines
Drive Group 0
datastore1
A
ESXi operating system
Drive Group 1
datastore2
A
Unified CCE Call Server, Side A
Unified CVP Server 1A
Unified CVP 2A
Unified Intelligence Center Server
pubisher
Unified CVP OAMP Server
Unified Communications Manager
Publisher
Unified Communications Manager
Subscriber 1
Cisco Finesse Primary
Drive Group 2
datastore3
A
Unified CCE Data Server, Side A
Drive Group 0
datastore1
B
ESXi operating system
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Tasks Common to Virtual Machine Creation
Install Antivirus Software
RAID Group
VM Datastore
ESXi Host
Virtual Machines
Drive Group 1
datastore2
B
Unified CCE Call Server, Side B
Unified CVP Server 1B
Unified CVP Server 2B
Unified Intelligence Center Server
(subscriber)
Unified Communications Manager
Subscriber 2
Unified CVP Reporting Server
(optional)
Cisco Finesse secondary
Drive Group 2
Step 8
Step 9
datastore3
B
Unified CCE Data Server, Side B
On the Disk Format page, keep the default virtual disk format: Thick provisioned Lazy Zeroed format.
Click Next.
Confirm that the Network Mapping page is correct for the CCE Call Server and Data Server:
a) For the Call Server and the Data Servers:
• Map Public to UCCE Public Network
• Map Private to UCCE Private Network
b) For all other servers, map Public to UCCE Public Network.
Step 10 At the Successfully Completed message, click Close.
Install Antivirus Software
Perform this procedure for both golden-template and for direct-install options.
This procedure is required for the applications that use the Windows 2008 Operating System.
Install one of the following anti-virus software products for Unified CCE Call Server, the Unified CCE Data
Server, the Unified CVP server, the Unified CVP OAMP server, and the Unified Reporting server.
• McAfee® VirusScan® Enterprise 8.7i / 8.8i
• Symantec® Endpoint Protection 11.0 / 12.1
• Trend Micro Server Protect Version 5.7 / 5.8
Important
Update anti-virus software manually. Do not enable automatic updates.
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Tasks Common to Virtual Machine Creation
Install VMware Tools
Tip
To allow required access to installation program files or folders, perform file-blocking exclusions in the
anti-virus product file-and-folder protection rules. To do this in McAfee VirusScan:
• Launch the VirusScan console.
• Right-click Access Protection and select Properties.
• In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication
is unchecked in the Block column.
Important
Packaged Contact Center Enterprise supports Symantec Endpoint Protection 12.1.
Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat
Protection feature, must be disabled. If the feature remains enabled, which is the default, both sides of a
duplexed router come up in simplex mode, thus blocking communication between each side of a router.
This blocking impacts all deployment types.
If you retain the default (enabled) and start services on side A and B of the router, a Symantec message
pops up in the system tray indicating: The client will block traffic from IP address [side A router address]
for the next 600 seconds(s). The same message is also written to the security log in client management.
The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all”
was dynamically enabled. The result, according to the router logs, is that both sides of the router come up
in simplex mode.
To resolve the issue, you must disable the Symantec firewall and restart both sides of the router. To do
this, double click the Symantec icon in the system tray and select Change Settings. Then configure settings
for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab.
Install VMware Tools
VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating
system and improve management of the virtual machine.
Perform this procedure for both golden-template and for direct-install options.
Procedure
Step 1
Step 2
Step 3
Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.
Click OK.
Step 4
Restart if you are prompted to do so.
Note
VMWare Tools should be installed in all
VMs
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Tasks Common to Virtual Machine Creation
Convert the Virtual Machine to a Golden Template
Convert the Virtual Machine to a Golden Template
Perform this procedure for the golden-template install option. This procedure is not necessary for the
direct-install option.
Note
VMware uses the term Template. Packaged CCE uses the term Golden Template for templates consisting
of application and operating systems that are used for CCE PAC M1.
Before You Begin
Ensure that the template virtual machine is in the WORKGROUP.
Procedure
Step 1
Step 2
If the VM is not already powered off, from the VM menu, select Power > Shut down the guest.
From the VMware vCenter Inventory menu, right-click the virtual machine and choose Template > Convert
to Template.
Mount and Unmount ISO Files
Upload ISO image to data store:
1 Select the host and click Configuration. Then click Storage in the left panel.
2 Select the datastore that will hold the ISO file.
3 Click Browse this datastore.
4 Click the Upload icon and select Upload file.
5 Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.
Mount the ISO image:
1 Right-click the VM and select Edit virtual machine settings.
2 Click Hardware and select CD|DVD Drive 1.
3 Check Connect at power on (Device status panel upper right).
4 Click the Datastore ISO File radio button and then click Browse.
5 Navigate to the data store where you uploaded the file.
6 Select the ISO.
Unmount the ISO image:
1 Right-click the VM and select Edit virtual machine settings.
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Tasks Common to Virtual Machine Creation
Configure DNS Server
2 Click Hardware and select CD|DVD Drive 1.
3 Uncheck Connect at power on (Device status panel, upper right).
Configure DNS Server
Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the DNS server.
Click Start > Administrative Tools > DNS. This opens the DNS Manager.
In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet.
Right-click the domain name and select New Host (A or AAAA).
Step 5
In the New Host dialog box, enter the computer name and IP address of the VOS products. Click Add Host.
Step 6
Step 7
The DNS manager automatically creates a New Host record in the Reverse Lookup Zones.
Check whether the Added Host exists in the Forward and Reverse Lookup Zones.
Configure Autogrowth
When you created the Data Servers for Side A and Side B, you installed Microsoft SQL Server and enabled
autogrowth for the tembdb. For this release, autogrowth settings for the logger on Side A and Side B are also
updated automatically. However, you must manually enable autogrowth for the aw databases on Side A and
Side B, any external aw database, any external hds databases, and the Outbound Option database on Side A.
Before You Begin
You can perform this step after the databases are created.
Procedure
Step 1
Step 2
Step 3
Select Start > All Programs > Microsoft SQL Server > SQL Server Management Studio.
Click Databases > System Databases.
Right-click the database.
1 For Side A, select the <instance>_ awdb database and the <instance>_sideA database. If you have enabled
Outbound option, select <instanceName>_baA database.
2 For Side B, select the <instance>_ awdb and the <instance>_sideB database.
3 For any external AW-HDS-DDS systems, select <instance>awdb and <instanceName>_hds database.
Step 4
Step 5
For each database, select Properties.
For each file:
a) For the date file, set In Megabytes to 100.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
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Tasks Common to Virtual Machine Creation
Configure Autogrowth
b) For the log file, set In Percent to 10.
Step 6
Click OK.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
50
CHAPTER
8
Software for Packaged CCE
This chapter explains the installation of all contact center application software and operating system software
used by Packaged CCE.
It is noted when the installation differs for a golden-template deployment and a direct-install virtual machine
deployment.
• Install Microsoft Windows Server , page 51
• Install Microsoft SQL Server 2008 , page 52
• Install Cisco Contact Center Enterprise, page 55
• Install Unified CVP Server, page 55
• Install Cisco Unified CVP OAMP Server, page 56
• Install Unified CVP Reporting Server, page 56
• Golden Template Install for VOS-Based Contact Center Applications, page 58
• Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, page 58
• Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , page 61
• Common tasks for software installation, page 63
Install Microsoft Windows Server
Complete the following procedure to install Microsoft Windows Server.
Before You Begin
Ensure that VMware Tools software is installed. The VMNet3 driver cannot be installed without VMware
Tools.
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Software for Packaged CCE
Install Microsoft SQL Server 2008
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount
and Unmount ISO Files, on page 48.
Power on the VM.
Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
Click Install Now.
Select Full install. Then click Next.
Step 6
Accept the License agreement. Click Next.
Step 7
Step 8
Step 9
Select Custom (Advanced). The installation begins.
At the conclusion of the installation, click OK at the prompt to enter and confirm the user password.
At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop.
a) Choose Start > Control Panel > System and Security.
b) Click the Allow remote access.
c) Select the middle option: Allow connections from computers running any version of Remote Desktop.
Step 10 Open the Network and Sharing Center and select Local Area Connections.
Step 11 In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS)
data:
a) Select Properties. Then deselect Internet Protocol Version 6 (TCP/IP6) .
b) Select Properties again. Then select Use the following IP Address.
c) Enter the IP address, Subnet mask, and Default gateway.
Step 12 Run the Service Pack.
Step 13 Run MS Windows Update.
After the update is complete, click Do not enable automatic updates.
What to Do Next
If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9.
Install Microsoft SQL Server 2008
Install Microsoft SQL Server and store the SQL Server log and temporary files on the same physical disk as
the operating system (the C drive). Use the secondary drive to store the Logger database (the E drive).
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Software for Packaged CCE
Install Microsoft SQL Server 2008
Procedure
Step 1
Step 2
Mount the Microsoft SQL Server ISO image to the virtual machine. See Mount and Unmount ISO Files, on
page 48.
Run setup.exe.
Step 3
Select Installation on the left pane and then click New installation or add features to an existing installation.
Click OK.
Step 4
On the Product Key page, enter the product key and click Next.
Step 5
Accept the License Terms and click Next. Click Install on the Setup Support Rules page.
Step 6
On the Setup Support Rules page, click Next.
Step 7
On the Setup Role page, select SQL Server Feature Installation. Then click Next.
Step 8
On the Feature Selection page, select only the following:
a) Database Engine Services
b) Client Tools Connectivity
c) SQL Server Books Online
d) Management Tools - Basic
e) Management Tools - Complete
f) SQL Client Connectivity SDK
Step 9
On the Installation Rules page, click Next.
Step 10 On the Instance Configuration page, select Default Instance . Click Next.
Step 11 On the Disk Space Requirements page, click Next.
Step 12 On Server Configuration page, select the Services Account tab.
a) For Service SQL Server Agent, select Account Name NT AUTHORITY\SYSTEM and Startup Type
Automatic.
b) For Service SQL Server Database Engine. select Account Name NT AUTHORITY\SYSTEM.
Step 13 Remain on the Server Configuration page and select the Collation tab.
a) Click Customize for Database Engine.
b) Check the radio button Windows Collation designator and sort order.
c) Select the appropriate collation. Typically, you should choose the SQL Server collation that supports the
Windows system locale most commonly used at by the customer organization; for example, Latin1_General
and BIN for English.
IMPORTANT: It is critical to select the correct collation setting for the customer's language display. If
you do not select the correct collation during installation, the customer will need to uninstall and re-install
Microsoft SQL Server.
The collation you select affects what can be written to the database. For example, if you set the collation
for Latin1_General and a user at the customer site selects Chinese as his language selection at sign-in and
enters field values in Chinese, the application will return an unsupported characters error as the database
will be unable to handle the characters.
d) Click OK. Click Next on the Server Configuration page.
e) Click Next.
Step 14 On the Database Engine Configuration page:
a) Check Mixed Mode.
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Software for Packaged CCE
Install Microsoft SQL Server 2008
b) Enter your password and confirm it by reentering it.
c) Click Add Current User.
d) ClickNext.
Step 15 On the Analysis Services configuration page, click Add current user. Then click Next.
Step 16 On the Reporting Server configuration, check the radio button for Install but do not configure the report
server. Click Next.
Step 17 Click Next on the Error reporting page.
Step 18 Click Next on the Installation Configuration Rules page.
Step 19 Click Install on the Ready to Install page.
Step 20 Click Close at the Complete page.
Step 21 Install SQL Server Service Pack. Follow the Wizard and accept all defaults.
Step 22 Enable Named Pipes and set the sort order as follows:
a) Open the SQL Server Configuration Manager.
b) In the left pane, navigate to SQL Native Client 10.0 Configuration (32bit) > Client Protocols.
c) In the right pane, right-click Named Pipes and select Enable.
d) In the Client Protocols Properties window, select Named Pipes and click Move Up or Move down to
change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
e) In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
f) In the right pane, right-click Named Pipes and select Order.
Step 23 Enable autogrowth for tempdb on Side A and Side B as follows:
a) Select Start > All Programs > Microsoft SQL Server > SQL Server Management Studio.
b) Click Databases > System Databases.
c) Right-click tempdb and select Properties.
d) Select Files in the left panel.
e) Set the Initial Size(MB) in the tempdev entry to 5000.
f) Set the Initial Size(MB) in the templog entry to 500.
g) Check Enable Autogrowth. Set In Percent to 10. Click OK.
This enables autogrowth for tempdb. You must also enable it for the awdb database on Side A, the awdb
database on Side B, the baA database on Side A if Outbound is installed, and any external hds databases, after
they are installed. Refer to Configure Autogrowth , on page 49.
Step 24 Reserve the memory to be used by SQL Server as follows:
a) From the SQL Server Management Studio, right-click the server and select Properties.
b) Click Memory.
c) Set the Maximum server memory (in MB) to 4096. Click OK.
Step 25 Restart the SQL Server service by selecting Start > All Programs > Administrative Tool > Services.
Right-click SQL Server (MSSQLSERVER) and select Stop. Right click it again and select Start.
Step 26 Ensure that the SQL Server Browser is started:
a) Open the services panel from Control Panel.
b) Navigate to the SQL Server Browser.
c) Right-click to open the Properties window.
d) Enable the service and change the startup type to Automatic.
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Install Cisco Contact Center Enterprise
Install Cisco Contact Center Enterprise
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Add the virtual machine into the domain.
Mount the Cisco Unified CCE ISO image to the virtual machine. See Mount and Unmount ISO Files, on
page 48.
Run setup.exe from the D:\ICM-CCE-CCH Installer directory.
Follow the InstallShield procedures to install Cisco Unified CCE.
When the installation completes, restart the computer when prompted.
At restart, if there is an Maintenance Release, the Maintenance Release installer will begin.
When prompted to restart the computer, click Yes. Then click Finish.
If you are deploying the application as a Direct Install, proceed to Step 9.
For Golden Templates only, remove the machine from a domain and add it to a work group.
Unmount the ISO image.
Install Unified CVP Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 48.
If there are any Engineering Specials, copy them to the local drive.
Run setup.exe from the D:\ CVP\Installer_Windows directory.
Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
a) Accept the license agreement.
b) In the Select Packages screen, check the type you are adding. Options are CVP Server, Operations Console,
and Reporting Server.
c) Click Next.
d) In the Choose Destination Location screen, accept the default. Click Next.
e) In the Ready to Install screen, click Install.
f) For the OAMP Server only, enter and confirm a password. Click Next.
g) Click Finish to restart the server.
If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them.
After the Engineering Special installation completes, launch the Services Microsoft Management Console
(MMC) and disable the Unified CVP OPSConsoleServer service.
Unmount the ISO image.
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Install Cisco Unified CVP OAMP Server
Install Cisco Unified CVP OAMP Server
Note
This task is required for the direct install on Side A and for creating the golden template for the CVP
OAMP server, also known as the Operations Console.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Mount the Cisco Unified CVP ISO image to the virtual machine. See Mount and Unmount ISO Files, on
page 48.
Copy the current Engineering Specials to the local drive.
Note
Ignore this step if there are no Engineering
Specials.
Navigate to the ISO file on the CD/DVD drive D.
Run setup.exe from the D:\ CVP\Installer_Windows directory.
Follow the InstallShield wizard to run setup.exe from the D:\CVP\Installer_Windows directory.
In the Select Packages screen, check Operations Console.
a) In the Choose Destination Folder screen, select the folder location for CVP installation.
b) Complete the Certificate screen.
c) In the Ready to Install screen, click Install.
d) Enter the password.
e) Click Finish to restart the server.
If Cisco Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them.
Ignore this step if there are no Engineering Specials.
After the Engineering Special installation completes, launch the Services Microsoft Management Console
(MMC) and disable Cisco CVP OPSConsoleServer service.
Unmount the ISO image.
Install Unified CVP Reporting Server
This task is required for direct install of the optional CVP Reporting server.
Complete the following procedure to install the Unified CVP Reporting server:
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Unified CVP Reporting
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 48.
Copy the current Engineering Specials to the local drive.
Run setup.exe from the DVD drive located at CVP\Installer_Windows directory.
Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
a) Accept the license agreement.
b) In the Select Packages screen, check Reporting Server.
c) In the Choose Destination Folder screen, select the folder locations for the CVP installation folder and
the Media Files Installation folder.
d) Fill in the X.509 Certificate scree. Click Next.
e) In the Choose the database data and backup drive screen, enter the drive letter (typically, E).
f) In the Database size selection screen, select Premium (375GB).
g) In the Ready to Install screen, click Install.
h) Enter the Reporting Server password when prompted.
i) Restart the server after installation.
If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them.
Add any custom media files to the appropriate location.
Unmount the ISO image.
What to Do Next
Repeat this procedure if your deployment requires a second Unified CVP Reporting Server.
Unified CVP Reporting
You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external
CVP Reporting Server on the same network as Side A.
The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use
the Courtesy Callback feature and VXML Reporting.
LAN
WAN
Requires CVP Reporting Server Requires External CVP Reporting
on Side B
Server on Side A
Courtesy Callback
feature only
yes
yes
yes
no
VXML reporting
only (LAN)
yes
—
yes
no
VXML reporting
only (WAN)
—
yes
yes
yes
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Golden Template Install for VOS-Based Contact Center Applications
LAN
WAN
Requires CVP Reporting Server Requires External CVP Reporting
on Side B
Server on Side A
Callback feature
and VXML
reporting (LAN)
yes
no
yes
no
Callback feature
and VXML
reporting (WAN)
—
yes
yes
yes
Golden Template Install for VOS-Based Contact Center
Applications
Complete this procedure to create golden templates for the VOS-based contact center applications.
Procedure
Step 1
Step 2
Step 3
Mount the ISO file to the CD/DVD drive of the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 48.
Select the virtual machine and power it on. Then open the console.
Run the Install wizard:
a) In the DVD Found/Disc Found screen, select OK.
b) At the Media Check Result/Success screen, select OK.
c) In the Product Deployment Selection screen, select OK.
d) In the Proceed with Install screen, select Yes.
e) In the Platform Installation screen, select Skip.
About ten minutes into the installation, after the Component Installation completes, there is a reboot.
f) After the reboot, at the Platform Installation Wizard, select Cancel to cancel the installation. Click OK
to halt the system .
g) Press Ctrl-Alt to free your cursor. Immediately, click the red Shut Down icon at the top left of the screen.
h) Unmount the ISO image.
Direct Install for Publishers/Primary Nodes of VOS-Based
Contact Center Applications
This task is required for the publisher/primary nodes of the three VOS-based contact center applications:
Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center. Do not use this
procedure to create golden templates.
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Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications
The installation uses a command-line interface. Use the Tab key to move to an option and the Enter key to
select it.
Before You Begin
DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified
Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups
of the DNS. See Configure DNS Server, on page 49.
Procedure
Step 1
Right-click the VM and select Edit Settings.
Step 2
Click Hardware and select CD|DVD Drive 1.
Step 3
Step 4
Make sure that the Connected and Connect at power are both checked (Device status panel, upper right).
Select the virtual machine and power it on.
Step 5
Follow the Install wizard, making selections as follows:
a) In the DVD Found screen, click Yes to begin the verification of the media integrity.
b) In the Media Check Results screen, select OK.
c) In the Product Deployment Selection screen, select OK.
d) In the Proceed with Install screen, select Yes.
e) In the Platform Installation Wizard screen, select Proceed.
f) In the Apply Patch screen, select No.
g) In the Basic Install screen, select Continue.
h) In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely
matches where your server is located. select OK.
i) In the Auto Negotiation Configuration screen, select Yes.
j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
k) In the DHCP Configuration screen, select No. (Finesse does not have this step.)
l) In the Static Network Configuration screen, enter static configuration values. Select OK.
m) In the DNS Client Configuration screen, select Yes.
n) Enter your DNS Client Configuration. Select OK.
o) In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and
confirm the password for the administrator. select OK.
p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit Location, State, and Country. Select OK.
q) In the First Node Configuration screen, select Yes. Then select OK.
r) In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select
OK.
s) In the Security Configuration screen, enter the security password and select OK.
t) In the SMTP Host Configuration screen, select No. (Finesse does not have this step.)
u) In the Application User Configuration screen, enter the application username, Enter and confirm the
application user password. Select OK.
v) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
w)
• There is a reboot in the middle of the installation.
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Software for Packaged CCE
Configure the Cluster for Cisco Unified Communications Manager
• If you see a Product Licensing screen that shows the URL for obtaining the license
(https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet and the Media Access Control
(MAC) address. Write down this address; you will need it for the license application.
• The installation ends at a login prompt.
What to Do Next
Remember
For Finesse only, you must disable the Cisco Security Agent (CSA) before you configure the cluster and
add the secondary node. To do this, from the Finesse VM on Side A, access the Command Line Interface
and enter the command utils csa disable. Reboot when prompted.
After installing the publisher/primary node, you must configure the cluster to make the publisher/primary
nodes aware of the subscriber/secondary nodes.
Related Topics
Configure the Cluster for Cisco Unified Communications Manager, on page 60
Configure the Cluster for Cisco Unified Intelligence Center, on page 61
Configure the Cluster for Cisco Finesse, on page 61
Configure the Cluster for Cisco Unified Communications Manager
Procedure
Step 1
Step 2
Step 3
Step 4
Launch Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>).
Select System > Server > Add New.
On the Server Configuration tab, enter the IP Address of the subscriber.
Click Save.
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Configure the Cluster for Cisco Unified Intelligence Center
Configure the Cluster for Cisco Unified Intelligence Center
Procedure
Step 1
Step 2
Step 3
Direct a browser to the URL http://<HOST ADDRESS>/oamp where HOST ADDRESS is the IP Address or
Hostname of your Cisco Unified Intelligence Center publisher.
Sign in using the system application user ID and password that you defined during installation.
From the panel in the left, select Device Management > Device Configuration.
Step 4
Click Add Member.
Step 5
On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a
description for the device.
Configure the Cluster for Cisco Finesse
Procedure
Step 1
Step 2
Step 3
Step 4
Launch the Cisco Finesse primary node in a browser (http://Primary Node IP Address/cfadmin), where the
Primary Node or IP Address is that of your host.
Go to Home > Cluster Settings. (This is based on the default configuration and assumes you have not changed
the page for the Cluster Settings gadget.)
Add the IP address for the Cisco Finesse secondary node.
Click Submit.
Direct Install for Subscribers/Secondary Nodes of VOS-Based
Contact Center Applications
Note
This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact
center applications: Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center.
Do not use this procedure to create golden templates.
Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and
configure the clusters. Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center
Applications, on page 58
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Software for Packaged CCE
Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications
Before You Begin
DNS Configuration is mandatory for Cisco Unified Communications Manager, Cisco Unified Intelligence
Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS.
See Configure DNS Server, on page 49
Procedure
Step 1
Right-click the VM and select Edit Settings.
Step 2
Click Hardware and select CD|DVD Drive 1.
Step 3
Step 4
Step 5
Make sure that the Connected and Connect at power are both checked (Device status panel,, upper right).
Select the virtual machine and power it on.
Follow the Install wizard, making selections as follows:
a) In the DVD Found screen, click Yes to begin the verification of the media integrity.
b) In the Media Check Results screen, select OK.
c) In the Product Deployment Selection screen, select OK.
d) In the Proceed with Install screen, select Yes.
e) In the Platform Installation Wizard screen, select Proceed.
f) In the Apply Patch screen, select No.
g) In the Basic Install screen, select Continue.
h) In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely
matches where your server is located. select OK.
i) In the Auto Negotiation Configuration screen, select Yes.
j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
k) In the DHCP Configuration screen, select No.
l) In the Static Network Configuration screen, enter static configuration values. Select OK.
m) In the DNS Client Configuration screen, select Yes.
n) Enter your DNS Client Configuration. Select OK.
o) In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and
confirm the password for the administrator. select OK.
p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit Location, State, and Country. Select OK.
q) In the First Node Configuration screen, select No. Then select OK.
You see a warning screen and you must verify network connectivity to the first node.
r) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
s)
• There is a reboot in the middle of the installation.
• If you see a Product Licensing screen that shows the URL for obtaining the license
(https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet and the Media Access Control
(MAC) address, write down this address; you will need it for the license application.
• The installation ends at a login prompt.
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Software for Packaged CCE
Common tasks for software installation
What to Do Next
Remember
For Finesse only, you must disable the Cisco Security Agent (CSA) after you install the node .To do this,
from the Finesse VM on Side B, access the Command Line Interface and enter the command utils csa
disable. Reboot when prompted
Common tasks for software installation
Mount and Unmount ISO Files
Upload ISO image to data store:
1 Select the host and click Configuration. Then click Storage in the left panel.
2 Select the datastore that will hold the ISO file.
3 Click Browse this datastore.
4 Click the Upload icon and select Upload file.
5 Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.
Mount the ISO image:
1 Right-click the VM and select Edit virtual machine settings.
2 Click Hardware and select CD|DVD Drive 1.
3 Check Connect at power on (Device status panel upper right).
4 Click the Datastore ISO File radio button and then click Browse.
5 Navigate to the data store where you uploaded the file.
6 Select the ISO.
Unmount the ISO image:
1 Right-click the VM and select Edit virtual machine settings.
2 Click Hardware and select CD|DVD Drive 1.
3 Uncheck Connect at power on (Device status panel, upper right).
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Software for Packaged CCE
Configure DNS Server
Configure DNS Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the DNS server.
Click Start > Administrative Tools > DNS. This opens the DNS Manager.
In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet.
Right-click the domain name and select New Host (A or AAAA).
In the New Host dialog box, enter the computer name and IP address of the VOS products. Click Add Host.
Step 6
Step 7
The DNS manager automatically creates a New Host record in the Reverse Lookup Zones.
Check whether the Added Host exists in the Forward and Reverse Lookup Zones.
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CHAPTER
9
Configure Solution Components
After you create VMs on the destination system—by golden template or direct-install—you must configure
those VMs for customer uer. This chapter contains the procedures you must perform.
Note
Unless otherwise noted, the procedures in this section apply to both golden-template and direct-install
options.
• Configure Unified CCE Data Server, page 65
• Configure Unified CCE Call Server, page 74
• Configure Cisco Unified CVP, page 83
• Configure Unified Communications Manager, page 97
• Configure Unified Intelligence Center, page 109
• Configure Cisco Finesse, page 121
• Configure Unified CVP Reporting Server, page 126
Configure Unified CCE Data Server
This section explains the configuration procedures you must perform for the Unified CCE Data Servers.
Sequence Task
Done?
1
Validate Network Adapter Settings and Power On, on
page 66
2
Configure Network Cards, on page 67
3
Edit Registry Settings and Restart VM, on page 67
4
Configure Unified CCE Encryption Utility, on page 68
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Configure Solution Components
Validate Network Adapter Settings and Power On
Sequence Task
5
Configure SQL Server, on page 68
6
Configure a Database Drive, on page 69
7
Configure Domain Manager, on page 69
8
Set Up the Instance, on page 70
9
Configure Logger Database and Log, on page 70
10
Configure Logger Component in Web Setup, on page
71
11
Configure AW Database and Log, on page 72
12
Configure Administration Server and Real-Time Data
Server Components , on page 73
13
Configure Cisco Diagnostic Framework Portico , on
page 74
Done?
Validate Network Adapter Settings and Power On
Perform this procedure for all Windows VMs.
Procedure
Step 1
Step 2
Step 3
Step 4
Select the Virtual Machine in the vSphere client. Right-click the VM and choose Edit settings.
On the Hardware tab, select each Network adapter. Make sure that Connect at power on in the Device Status
group is checked:
Power on the virtual machine.
Important
Do not press Ctril-Alt_Del. If you press Ctrl-Alt-Delete after powering on, the customization
does not take effect. You must complete it manually. For more information, see http://
docwiki.cisco.com/wiki/Recover_from_Pressing_Ctrl-Alt-Del_During_Power-On .
Wait for the VM to restart and to apply customization. This can take five to ten minutes.
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Configure Solution Components
Configure Network Cards
Configure Network Cards
Procedure
Step 1
Step 2
Step 3
Select Start and right-click Network and select Properties.
Click Change adapter settings to open the Network Connections page.
Rename the network adapter with Visible IP address configurations as Visible.
Step 4
Rename the network adapter with Private IP address configurations as Private.
Step 5
On the Network Connections page, press Alt N to display the Advanced menu.
Step 6
Step 7
From the Advanced menu, select Advanced Settings.
Under Adapters and Bindings, sort the connections so that visible is on top.
For the Private connection, uncheck File and Printer Sharing for Microsoft Networks. Client for Microsoft
Networks, and Internet Protocol Version 6 (TCP/IPV6).
Click OK.
Step 8
Step 9
Edit Registry Settings and Restart VM
Perform this procedure for all Windows VMs.
Procedure
Step 1
Go to Start > Administrative Tools > Computer Management.
Step 2
On the left panel, expand Computer Management (Local) > System Tools > Local Users and Groups >
Users.
Step 3
On the right panel, right-click the administrator and choose Set Password.
Step 4
Click Proceed at the warning message, and then enter the new password.
Step 5
Click OK to save.
Step 6
Access the Registry Editor (Start > Run > regedit).
Step 7
Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version
> Winlogon.
a) Set AutoAdminLogon to 0.
b) Remove these keys if they exist: DefaultDomainName and DefaultUserName .
Step 8
Step 9
Restart the machine. If the machine is in the domain, log in to the domain.
To synchronize time with the domain controller, open a command prompt and type the command NET TIME
/DOMAIN:<domain>.
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Configure Solution Components
Configure Unified CCE Encryption Utility
Configure Unified CCE Encryption Utility
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Start All Programs > Cisco Unified CCE Tools.
Select SSL Encryption Utility.
Click the Certificate Administration tab.
Click Uninstall. Select Yes.
When the uninstallation completes, choose Install.
You see a stream of messages, ending with SSL Certificate successfully installed.
Step 6
Click Close.
Configure SQL Server
Procedure
Step 1
Step 2
Step 3
Step 4
Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
Log in.
Expand Security and then Logins.
If the BUILTIN\Administrators group is not listed:
a) Right-click Logins and select New Login.
b) Click Search and then Locations to locate BUILTIN in the domain tree.
c) Type Administrators and click Check Name and then OK.
d) Double-click BUILTIN\Administrators.
e) Choose Server Roles.
f) Make sure that public and sysadmin are both checked.
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Configure Solution Components
Configure a Database Drive
Configure a Database Drive
Procedure
Step 1
Step 2
Step 3
Choose Start > All Programs > Administrative Tools > Computer Management.
Under Storage, click Disk Management.
When you see Select Disks: Disk 1, select the option Use the following partition style for the selected
disks: MBR (Master Boot Record).
Step 4
When you see Select Disks: Disk 1, select the option Use the following partition style for the selected
disks: MBR (Master Boot Record).
Step 5
At the Initialize Disk pop up, select Disk 1 and choose MBR (Master Boot Record) for the partition style.
Click OK.
Step 6
Create a new disk partition as follows: right-click Disk 1 and choose New simple volume.
a) Retain default volume size. Click Next.
b) Assign drive letter (E). Click Next.
c) Choose NTFS, Default allocation unit size, and a volume label.
d) Check the Perform a quick format option. Click Next.
e) Click Finish.
The format is complete when the status changes to Healthy.
Configure Domain Manager
DO THIS ONCE, on the first Unified Data Server that you configure.
Procedure
Step 1
Step 2
Step 3
Step 4
Choose Start > All Programs > Cisco Unified CCE Tools > Domain Manager.
Log in as a user who has permissions to create OUs in the domain.
In the pane on the left, expand the domain.
Add the Cisco Root as Cisco_ICM, :
a) Under Cisco root, click Add.
b) Select the organizational unit (OU) under which you want to create the Cisco Root OU, then click OK.
Step 5
Add the facility organizational unit (OU):
a) In the right pane, under Facility, click Add.
b) Enter the name for the Facility. Then click OK.
Step 6
Add the Instance OU:
a) In the right pane, under Instance, click Add.
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Configure Solution Components
Set Up the Instance
b) Enter the instance name and click OK.
Step 7
Click Close.
Set Up the Instance
Procedure
Step 1
Step 2
Step 3
Step 4
Launch the Unified CCE Web Setup.
Sign in using as domain user having local Administrator rights.
Click Instance Management, and then click Add.
Step 5
Click Save.
On the Add Instance page, configure as follows:
a) Choose the facility and instance.
b) In the Instance Number field, enter 0.
Configure the Logger
Configure Logger Database and Log
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. If you see warnings, click Yes to
dismiss them.
Navigate to Server > Instance.
Right-click the instance name and choose Create.
In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click
OK.
At the prompt, "SQL Server is not configured properly. Do you want to configure it now?" Click Yes.
On the Configure page, in the SQL Server Configurations pane check the defaults for Memory (MB) and
Recovery Interval. Click OK.
On the Stop Server page, click Yes to stop the services.
In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
Create the Logger database and log as follows:
a) In the DB Type field, choose the Side (A or B).
b) In the Storage pane, click Add.
c) Click Data
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Configure Solution Components
Configure Logger Component in Web Setup
d)
e)
f)
g)
h)
i)
j)
Choose the E drive.
Enter 665600 MB in the Size field.
Click OK to return to the Create Database dialog box.
Click Add again.
Choose the E drive.
Enter 3072MB in the Size field.
Click OK to return to the Create Database dialog box.
Step 10 In the Create Database dialog box, click Create. Then click Start.
When you see the successful creation message, click OK and then Close.
Configure Logger Component in Web Setup
Procedure
Step 1
Configure the logger component as follows:
a) Return to Unified CCE Web Setup. You might need to log in again.
b) Choose Component Management > Loggers. Click Add. Choose the Instance.
c) On the Deployment page, click Duplexed. Click Next.
d) On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private
Interface and Logger Private Interface.
e) Click Next.
Step 2
On the Additional Options page:
a) If an external AW-HDS-DDS exists in the deployment, check Enable Historical/Detail Data Replication.
b) Check Display Database Purge Configuration Step.
c) Click Next.
Step 3
On the Data Retention page, modify the Database Retention Configuration table:
a) For these tables, set the retention period to 40.
• Application_Event
• Event
• Network_Event
• Route_Call_Detail
• Route_Call_Variable
• Termination_Call_Detail
• Termination_Call_Variable
b) Set the retention period for all other tables to 400 days.
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Configure Solution Components
Base Configuration on the Logger
c) Click Next,
Step 4
Step 5
Step 6
On the Data Purge page, configure purge for a day of the week and a time when there is low demand on the
system.
Accept the default Automatic Purge at Percent Full.
Click Next.
Step 7
Review the Summary page, and then click Finish.
Base Configuration on the Logger
Note that after all configuration is complete, you will download the Base Configuration and run it on the Side
A logger.
Related Topics
Apply Base Configuration, on page 131
Configure AW Database and Log
Procedure
Step 1
Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
Step 2
Navigate to Server > Instance.
Step 3
Step 4
Step 5
Step 6
Right-click the instance name and choose Create.
At the Select Component screen, choose Administration & Data Server.
In the Select AW Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
Create the database and log as follows:
a) In the DB Type field, choose AW.
b) In the Storage pane, click Add.
c) Click Data
d) Choose the C drive.
e) Enter 1400 MB in the Size field.
f) Click OK to return to the Create Database dialog box.
g) Click Add again.
h) In the Add Device dialog box, click Log.
i) Choose the C drive.
j) Enter 100 MB in the Size field.
k) Click OK to return to the Create Database dialog box.
Step 7
In the Create Database dialog box, click Create. Then click Start.
When you see the successful creation message, click OK and then Close.
Step 8
Configure autogrowth.
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Configure Solution Components
Configure Administration Server and Real-Time Data Server Components
Configure Administration Server and Real-Time Data Server Components
Procedure
Step 1
Step 2
Step 3
Go to the Unified CCE Web Setup.
Choose Component Management > Administration & Data Servers. Click Add.
On the Add Administration & Data Servers page, configure as follows:
a) Choose the current instance
b) Click Enterprise. Then click Small to Medium Deployment Size.
c) Click Next.
Step 4
Step 5
On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next.
On the Administration & Data Servers Connectivity page for Side A:
a) Click the radio button for Primary Administration & Data Server.
b) In the *Primary Administration & Data Server field, enter the hostname for the Side A server.
c) In the *Primary/Secondary Pair (Site) Name field, enter AW_SideA.
d) Click Next.
OR, on the Administration & Data Servers Connectivity page for Side B:
a)
b)
c)
d)
Step 6
Click the radio button for Primary Administration & Data Server.
In the *Primary Administration & Data Server field, enter the hostname for the Side B server.
In the *Primary/Secondary Pair (Site) Name field, enter AW_SideB.
Click Next.
On the Database and Options page, configure as follows:
a) In the Create Database(s) on Drive field, choose C.
b)
c)
d)
e)
Do not click Agent Re-skilling or Configuration Management Service.
Do not click the Agent Re-skilling Web Tool.
Check Internet Script Editor (ISE) Server.
Click Next.
Step 7
On the Central Controller Connectivity page, configure as follows:
a) For Router Side A, enter the Call Server Side A Public hostname.
b) For Router Side B, enter the Call Server Side B Public hostname.
c) For Logger Side A, enter the Data Server Side A Public hostname.
d) For Logger Side B, enter the Data Server Side B Public hostname.
e) Enter the Central Controller Domain Name.
f) Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what
side you are on.
g) Click Next.
Step 8
Review the Summary page, and then click Finish.
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Configure Solution Components
Configure Cisco Diagnostic Framework Portico
Configure Cisco Diagnostic Framework Portico
Procedure
Step 1
Step 2
In the Start menu, right-click Command Prompt and select Run as Administrator.
Enter cd icm\serviceability\diagnostics\bin and press Enter.
Step 3
Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.
Configure Unified CCE Call Server
This section explains the configuration procedures you must perform for the Unified Contact Center Enterprise
Call Server Sides A and B.
Sequence
Task
1
Validate Network Adapter Settings and Power On, on page 66
2
Configure Network Cards, on page 67
3
Edit Registry Settings and Restart VM, on page 67
4
Configure Domain Manager, on page 69
5
Configure Unified CCE Encryption Utility, on page 68
6
Configure Unified CCE Router, on page 75
7
Configure Generic Peripheral Gateway, on page 75
8
Configure CTI Server, on page 79
9
Configure Media Routing Peripheral Gateway, on page 80
10
Configure CTI OS Server, on page 82
11
Install JTAPI, on page 80
12
Configure Cisco Diagnostic Framework Portico , on page 74
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Done?
Configure Solution Components
Configure Unified CCE Router
Configure Unified CCE Router
Procedure
Step 1
Step 2
Step 3
Launch the Unified CCE Web Setup.
Sign in as the domain user with local Administrator permission.
Click Instance Management, and then click Add.
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
In the Add Instance dialog box, select the customer facility and instance.
In the Instance Number field, enter 0. Click Save.
Choose Component Management > Routers.
Click Add to set up the Call Router.
In the Deployment page, click the appropriate Side.
Click Duplexed. Click Next.
In the Router Connectivity page, configure the Private Interfaces and Public (Visible) Interfaces. Click Next.
In the Enable Peripheral Gateways page enter 1-2 in the Enable Peripheral Gateways field. Click Next.
Step 12 In the Router Options page, check the Enable Quality of Service (QoS) check box, and then click Next.
Note
This step applies to Side A
only.
Step 13 In Router Quality of Service window, accept the defaults and click Next.
Step 14 In the Summary page, make sure that the Router summary is correct, then click Finish.
Configure Generic Peripheral Gateway
In CCE, the generic PG is called the Agent PG.
Sequence
Task
1
Add the Generic PG
2
Add PIM1 (CUCM PIM)
3
Add PIM1 (first VRU PIM)
4
Add PIM1 (second VRU PIM)
5
Add PIM1 (third VRU PIM)
6
Add PIM1 (fourth VRU PIM)
7
After Creating PIMS
Add Generic PG
The generic PG must be the first PG that you add. It is assigned the PG ID of PG1.
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Configure Generic Peripheral Gateway
Procedure
Step 1
Step 2
Step 3
Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Click Add in the Instance Components pane, and from the Component Selection dialog box choose
Peripheral Gateway.
In the Peripheral Gateway Properties dialog box:
a) Check Production mode.
b) Check Auto start system startup.
c) Check Duplexed Peripheral Gateway.
d) Choose PG1 in the PG node Properties ID field.
e) Select the appropriate side (Side A or Side B).
f) Under Client Type pane, add CUCM and VRU to the selected types.
g) Click Next.
Add PIM1 (CUCM PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Select CUCM and PIM1. Then click OK.
Check Enabled.
In the Peripheral name field, enter CM.
Step 5
In the Peripheral ID field, enter 5000.
Step 6
Step 7
In the Agent extension length field, enter extension length for this deployment.
In the Unified Communications Manager Parameters pane, configure as follows:
a) In the Service field, enter the hostname of the Unified Communications Manager Subscriber.
b) In the User ID field, enter pguser.
c) In the User password field, enter the password of the user that will be created on Unified Communications
Manager.
d) In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
Step 8
Click OK.
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Configure Solution Components
Configure Generic Peripheral Gateway
Add PIM2 (First VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Select Client Type of VRU and PIM2. Then click OK.
Check Enabled.
In the Peripheral name field, enter CVP1.
Step 5
In the Peripheral ID field, enter 5001.
Step 6
Step 7
In the VRU hostname field, enter the hostname of CVP1 (Side A).
In the VRU Connect port field, enter 5000.
Step 8
In the Reconnect interval (sec) field, enter 10.
Step 9
In the Heartbeat interval (sec) field, enter 5.
Step 10 In the DSCP field, choose CS3(24).
Step 11 Click OK.
Add PIM3 (Second VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Select Client Type of VRU and PIM3. Then click OK.
Check Enabled.
In the Peripheral name field, enter CVP2.
Step 5
In the Peripheral ID field, enter 5002.
Step 6
Step 7
In the VRU host name, enter the IP address of CVP1 (Side B).
In the VRU Connect port field, enter 5000.
Step 8
In the Reconnect interval (sec) field, enter 10.
Step 9
In the Heartbeat interval (sec) field, enter 5.
Step 10 In the DSCP field, choose CS3(24).
Step 11 Click OK .
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Configure Solution Components
Configure Generic Peripheral Gateway
Add PIM4 (Third VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Select Client Type of VRU and PIM4. Then click OK.
Check Enabled.
In the Peripheral name field, enter CVP3.
Step 5
In the Peripheral ID field, enter 5003.
Step 6
Step 7
In the VRU host name, enter the IP address of CVP2 (Side A).
In the VRU Connect port field, enter 5000.
Step 8
In the Reconnect interval (sec) field, enter 10.
Step 9
In the Heartbeat interval (sec) field, enter 5.
Step 10 In the DSCP field, choose CS3(24).
Step 11 Click OK .
Add PIM5 (Fourth VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Select Client Type of VRU and PIM4. Then click OK.
Check Enabled.
In the Peripheral name field, enter CVP4.
Step 5
In the Peripheral ID field, enter 5004.
Step 6
Step 7
In the VRU host name, enter the IP address of CVP2 (Side B).
In the VRU Connect port field, enter 5000.
Step 8
In the Reconnect interval (sec)field, enter 10.
Step 9
In the Heartbeat interval (sec field, enter 5.
Step 10 In the DSCP field, choose CS3(24).
Step 11 Click OK .
After Creating PIMs
Perform this task at the Peripheral Gateway Component Properties page.
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Configure Solution Components
Configure CTI Server
Procedure
Step 1
Enter 5000 in the Logical Controller ID field.
Step 2
Enter 0 in the CTI Call Wrapup Data delay field.
Step 3
In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the
Device Management Protocol Properties dialog box.
In the Device Management Protoculs Properties dialog box, complete all interface fields:
a) On Side A Preferred:
Step 4
• Side A Properties panel, enter Call Router is local.
• Side B Properties panel, enter Call Router is remote (WAN).
b) On Side B Preferred:
• Side A Properties panel, enter Call Router is remote (WAN).
• Side B Properties panel, enter Call Router is local.
c) For both Sides:
• Accept the default in the Usable Bandwidth (kbps) field.
• Accept the default in the Heartbeat Interval (100ms) field.
d) Click Next.
Step 5
In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields:
a) Enter the Private Interfaces and the Public (Visible) Interfaces.
b) Click the QoS button in the visible interfaces section for Side A. In the PG Private Link QoS Settings,
check Enable QoS and click OK.
c) Click the QoS button in the public interfaces section for Side A. In the PG Visible Link QoS Settings,
check Enable QoS, click OK.
d) Click Next.
Step 6
Step 7
In the Check Setup Information dialog box, click Next.
In the Setup Complete dialog box, click Finish.
Configure CTI Server
Procedure
Step 1
Step 2
Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
In the Instance Components pane of the Components Setup dialog box click Add.
Step 3
In the Component Selection dialog box, click CTI Server.
a) Check Production mode.
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Configure Solution Components
Install JTAPI
b)
c)
d)
e)
f)
g)
Check Auto start at system startup.
Check Duplexed CTI Server.
Choose CG1 in the CG node properties pane ID field.
Enter 1 in the CG node properties ICM system ID field.
Click the appropriate side.
Click Next.
Step 4
In the Server Component Properties dialog box, configure as follows:
a) For Side A, enter 42027 in the Client Connection Port Number field.
b) For Side B, enter 43027 in the Client Connection Port Number field.
Step 5
Click Next.
Step 6
In the Network Interface Properties dialog box, fill in all interface fields Then click Next .
Step 7
Under the Check Setup Information page, click Next.
Step 8
In the Setup Completed dialog box, click Finish.
Step 9
Click Exit Setup.
Install JTAPI
Note
This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified
Communications Manager PIM. However, you must postpone this task until after you Configure Unified
Communications Manager, on page 97 .
Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having
a PG with Unified Communications Manager PIM for Side A and Side B.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
Navigate to Application > Plugins. Click Find.
Download the Cisco JTAPI 32-bit Client for Windows.
Cisco JTAPI 64-bit is not supported.
Install the downloaded file, accepting all of the default settings.
At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
Click Finish.
Configure Media Routing Peripheral Gateway
Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway. The MR
PG is required; you must configure it.
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Configure Solution Components
Configure Media Routing Peripheral Gateway
The Media Routing Peripheral Gateway can optionally have two PIMs—the MultiChannel PIM (PIM1) and
the Outbound PIM (PIM2). The Multichannel PIM can be configured for Unified WIM and Unified EIM or
for SocialMiner. You can configure these PIMs if you use those features.
Note
Refer to the Features Guide at this URL http://www.cisco.com/en/US/products/ps12586/prod_maintenance_
guides_list.html for directions on adding the Outbound PIM and the Multichannel PIM.
Add Media Routing PG
The MR PG must be the second PG that you add such that it is assigned the PG ID of PG2. On Side A, it is
PG2A. On Side B, it is PG 2B.
Procedure
Step 1
Step 2
Step 3
Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Click Add in the Instance Components pane, and from the Component Selection dialog box choose
Peripheral Gateway.
In the Peripheral Gateway Properties dialog box:
a) Check Production Mode.
b) Check Auto start system startup.
c) Check Duplexed Peripheral Gateway.
d) Choose PG2 in the PG node Properties ID field.
e) Click the appropriate side.
f) Under Client Type pane, add Media Routing to the selected types.
g) Click Next.
Step 4
Enter 5001 in the Logical Controller ID field.
Step 5
Enter 0 in the CTI Call Wrapup Data delay field. Click Next.
Step 6
In the Device Management Protocol Properties dialog box, configure as follows:
a) On Side A Preferred:
• Side A Properties panel, enter Call Router is local.
• Side B Properties panel, enter Call Router is remote (WAN).
b) On Side B Preferred:
• Side A Properties panel, enter Call Router is remote (WAN).
• Side B Properties panel, enter Call Router is local.
c) For both Sides:
• Accept the default in the Usable Bandwidth (kbps) field.
• Enter 4 in the Heartbeat Interval (100ms) field.
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Configure Solution Components
Configure CTI OS Server
d) Click Next.
Step 7
In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.
a) Click the QoS button in the private interfaces section. In the PG Private Link Qos Settings, check the
check box Enable QoS and click OK.
b) Click the QoS button in the visible interfaces section. In the PG Visible Link Qos Settings, check the
check box Enable QoS and click OK .
c) Click Next.
Step 8 In the Check Setup Information dialog box, click Next.
Step 9 In the Setup Complete dialog box, click Finish.
Step 10 Click Exit Setup.
Configure CTI OS Server
Note
This procedure is not required if the customer uses Finesse for the agent desktop.
Procedure
Step 1
Step 2
Step 7
Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of Unified CCE Call Server .
If a maintenance release for CTIOS is available, copy the maintenance release to the local drive of Unified
CCE Call Server.
Navigate to CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped
and then restarted after the installation completes.
Accept the Software License Agreement.
Browse to the location for the latest Maintenance Release, if any. Click Next.
In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTIOS Server Instance
window, enter your instance name and click OK.
Click Add in the CTI OS Server List pane. Click OK.
Step 8
In the Enter Desktop Drive dialog box, choose drive C. Click OK.
Step 9
In the CTI Server Information dialog box, enter the host name of the Call Servers and the port for Side A
(which is 42027) and the port for Side B (43027). Then click Next.
Step 3
Step 4
Step 5
Step 6
Step 10 In the Peripheral Identifier dialog box, accept all defaults and Click Next.
a) In the Peripheral ID field, enter the Peripheral ID of CUCM PG.
b) In the Login By pane, Choose Agent ID.
Step 11 In the Connect Information dialog box, accept all defaults and then click Next.
Step 12 In the Statistics Information dialog box, accept all defaults and then click Next.
Step 13 In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.
Step 14 In the Peer CTIOS Server dialog box, configure as follows:
a) Check Duplex CTIOS Install.
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Configure Solution Components
Configure Cisco Unified CVP
b) If you are configuring Side A, set the Peer CTI OS server to the hostname of Call Server Side A. If you
are configuring Side B, set the Peer CTI OS server to the hostname of the Call Server B.
c) In the Port field, enter 42028.
Step 15 Click Finish.
Step 16 In the Cisco CTIOS Server Security dialog box, uncheck Enable Security. Click OK.
Step 17 In the CTI OS Security Setup Complete dialog box, click Finish.
Step 18 When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins
automatically.
Step 19 Follow all prompts to install the Maintenance Release, if there is one.
Step 20 When the Maintenance Release install completes, click Finish and follow the prompts to restart.
Step 21 Access Registry Editor (Start > Run > regedit).
Step 22 Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance
name>\CTIOS1\Server\Agent.
Step 23 Set forceLogoutOnSessionClose to 1.
Configure Cisco Unified CVP
This section explains the procedure to configure Cisco Unified CVP.
Sequence
Task
Done?
1
Validate Network Adapter Settings and Power On, on page
66
2
Enable Unified CVP Operations Console, on page 84
3
Edit Registry Settings and Restart VM, on page 67
4
Configure Unified CVP Call Server, on page 85
5
Configure Unified CVP VXML Server, on page 85
6
Configure Gateways, on page 86
7
Configure Unified CVP Media Server, on page 87
8
Transfer Scripts and Media Files, on page 88
9
Transfer License Files, on page 89
10
Configure SNMP, on page 89
11
Configure SIP Server Group, on page 89
12
Configure Dialed Number Patterns, on page 90
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Configure Solution Components
Configure and Validate Network Card for Unified CVP
13
Configure Locations-Based Call Admission Control, on page
91
14
Configure Cisco IOS Enterprise Voice Gateway, on page 92
Configure and Validate Network Card for Unified CVP
For all Unified CVP servers, configure and validate the network cards.
Configure Network Card for Unified CVP
Procedure
Step 1
Step 2
Step 3
Choose Start and right-click Network.
Select Properties. Then select Change Adapter Settings.
Press Alt F from the Network Connections page to display the Advanced menu.
Step 4
From the Advanced menu choose Advanced Settings.
Validate Network Card
Procedure
Step 1
Step 2
Step 3
Choose Start and right-click Network.
Select Properties. Then select Change Adapter Settings.
Right-click Local Area Connection and select Properties.
Step 4
Uncheck Internet Protocol Version 6 (TCP/IPV6).
Check Internet Protocol Version 4 and select Properties.
Step 5
Step 6
Step 7
Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS
servers for the template.
Click OK.
Enable Unified CVP Operations Console
Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations
Console.
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Configure Solution Components
Configure Unified CVP Call Server
Procedure
Step 1
Go to Start > Run and type services.msc.
Step 2
Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click
Start.
Step 3
Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the
Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the
self-signed certificate.
Configure Unified CVP Call Server
Complete the following procedure to configure the Call Server component for the Unified CVP Servers.
Procedure
Step 1
Step 2
Step 3
On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
Click Operations Console and log in.
Navigate to Device Management > Unified CVP Call Server.
Step 4
Step 5
Click Add New.
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM,
IVR, and SIP. Click Next.
Click the SIP tab:
a) In the Enable outbound proxy field, select No.
b) In the Use DNS SRV type query field, select Yes.
c) Check Resolve SRV records locally.
Step 6
Step 7
(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as
follows:
a) Enter the IP address or the hostname of the syslog server.
b) Enter 514 for the port number of the syslog server.
c) Enter the name of the backup server to which the reporting server writes log messages.
d) In the Backup server port number field, enter the port number of the backup syslog server.
Step 8
Step 9
Click Save & Deploy.
Repeat this procedure for the next three Unified CVP Servers.
Configure Unified CVP VXML Server
Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP
Servers.
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Configure Solution Components
Configure Gateways
Procedure
Step 1
Step 2
Step 3
Step 4
In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
Click Add New.
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
Configure the primary and backup CVP Call Servers as follows:
a) For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
b) For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
c) For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
d) For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
Step 5
Step 6
Click Save & Deploy.
Repeat this procedure for all CVP Servers.
Configure Gateways
Procedure
Step 1
Step 2
Step 3
In the Unified CVP Operations Console, navigate to Device Management > Gateway.
Click Add New.
On the General tab, configure as follows:
a) Enter the IP address.
b) Enter the hostname.
c) Choose the Device Type.
d) In the Username and Passwords pane, enter the username, password, and enable password.
Step 4
Step 5
Click Save.
Repeat for every gateway.
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Configure Unified CVP Media Server
Configure Unified CVP Media Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Unified CVP Operations Console, navigate to the Device Management > Media Server.
Click Add New.
On the General tab, enter the IP address and the hostname of the Unified CVP server.
Click Save.
Repeat Steps 1 through 4 for all CVP Servers.
Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
Step 7
Click Deploy.
IVR Service Failover Mechanism
The IVR Service failover mechanism applies to:
• Connections between the IVR Service and the IOS Voice Browser, only.
• All communication between the IOS Voice Browser and an ASR Server, TTS Server, or Media Server.
• Media Server, when the ICM Script ECC variable, user.microapp.media_server, is set to mediaserver.
When user.microapp.media_server is set to mediaserver, the IVR Service uses the IP Address defined
on the gateway as:
◦ip host mediaserver 10.86.129.50
◦ip host mediaserver-backup 10.86.129.51
Note
If user.microapp.media_server is configured as the hard-coded IP Address of the
media server, then the IVR Service will not perform any failover for the media server.
If the IVR Service receives a Call Result error code value of 9 (MEDIA_FILE_NOT_FOUND), 33
(GENERAL_ASR_TTS), 31 (MEDIA_RESOURCE_ASR) or 32 (MEDIA_RESOURCE_TTS), it does the
following:
• When attempting to connect to a Media Server , the IVR Service:
◦Resends the request the number of times defined in the IVR Service Configuration's Media Server
Retry Attempts field.
◦If the connection is not successful after the specified number of attempts, and the IVR Service
Configuration's Use Backup Media Servers field is set to Yes (the default), the IVR Service
makes the same number of attempts to retrieve the media from a backup media server before failing
and generating an error.
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Transfer Scripts and Media Files
Note
The backup media server is defined on the gateway as <mediaserver>-backup.
◦Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME.
• When attempting to connect to an ASR/TTS Server, the IVR Service:
◦Resends the request the number of times defined in the IVR Service Configuration's ASR/TTS
Server Retry Attempts field.
◦If the connection is not successful after the specified number of attempts, and the IVR Service
Configuration's Use Backup ASR/TTS Servers field is set to Yes (the default), the IVR Service
makes the same number of attempts to connect to a backup ASR/TTS server before failing and
generating an error.
Note
The backup ASR and TTS servers are defined on the gateway as asr-<locale>-backup
and tts-<locale>-backup.
◦Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME.
Each new call attempts to connect to the primary server. If failover occurs, the backup server is used for the
duration of the call; the next new call will attempt to connect to the primary server.
Transfer Scripts and Media Files
Create the notification destination and deploy to all of the Unified CVP devices.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts &
Media.
In the Select device type field, select the Gateway.
Move all Gateways to Selected.
Click Default Gateway files.
Click Transfer and select OK at the popup window.
Step 6
Click File Transfer Status to monitor transfer progress.
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Transfer License Files
Transfer License Files
Procedure
Step 1
Step 2
Step 3
In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Licenses.
Click Browse to choose your license file to upload.
Click Transfer. Then click OK at the message asking if you are sure.
Step 4
Click File Transfer Status.
Step 5
Step 6
Step 7
Confirm that each of the File Transfers shows "Success" in the Status column.
Navigate to System > Control Center.
Shut down gracefully and then start each of the Call Servers in the list.
This allows the new licensing to take effect.
Configure SNMP
Note
This is optional. For more information, see Simple Network Management Protocol, on page 167
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
Click Add New.
a) Name the community string.
b) Select the Devices tab and assign the SNMP community string to a device.
c) Click Save and Deploy.
Step 3
Create the notification destination and deploy to all of the Unified CVP devices.
a) Navigate to SNMP > V1/V2c > Notification Destination.
b) Complete the fields.
c) Select the Devices tab and assign the SNMP notification destination to a device.
d) Click Save and Deploy.
Configure SIP Server Group
SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.
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Configure Dialed Number Patterns
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > SIP Server Group .
Create a server group for the Cisco Unified Communications Manager devices:
a) On the General tab, click Add New.
b) Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting
in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
c) In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications
Manager node.
d) Click Add.
Step 3
Create a server group for the gateway devices:
a) On the General tab, click Add New.
b) In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example
vxmlgw.cisco.com.
c) In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
d) Click Add.
e) Repeat Steps c and d for each gateway. Click Save.
Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the
server group will load balance calls across all the member server group gateways.
Step 4
Associate these server groups to all Unified CVP Call Servers:
a) On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the
Selected list.
b) Click Save and Deploy.
Configure Dialed Number Patterns
Dialed number patterns are required for:
• Agent Device
• Network VRU
• Ringtone
• Error
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
For each dialed number pattern in the table below:
a) Click Add New.
b) In the Dialed Number Pattern field, enter the dialed number pattern.
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Configure Locations-Based Call Admission Control
c) In the Description field, enter a description for the dialed number pattern.
d) In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
e) Click Save.
Step 3
Step 4
After you configure all dialed number patterns, click Deploy.
Click Deployment Status to make sure that you applied the configuration.
Dialed number pattern Description
Dialed number pattern types
91*
Check Enable Local Static Route.
Ringtone
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example, vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
92*
Error
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example, vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
The agent extension
pattern. For example,
enter 500* where the
range of agent
extensions is 5001 to
500999.
Agent Device. Not
applicable to SCC
Deployment model.
777*
Network VRU Label
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both the
Unified Communications Manager gateway.
Check Enable RNA Timeout for Outbound Calls. The
timeout is 15 seconds.
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
Configure Locations-Based Call Admission Control
Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also
known as the Centralized Model). This means that all servers (Unified CVP, Unified ICME, Unified
Communications Manager, SIP Proxy server, and media servers) are centralized in one or two data centers,
and each branch office (of which there can hundreds or thousands) contains only a gateway and IP phones.
This section provides an overview of how to configure Unified CVP to:
• Accommodate Unified CM locations-based CAC
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• Minimize bandwidth usage on the WAN
This section also describes other call flow and bandwidth usage issues to consider.
The following sections do not include detailed installation and configuration instructions. Rather, they are
intended to provide you with guidance as you set up the Unified CVP solutions in your network. For additional
information about how to install, set up, run, and administer Unified CVP, refer to Installation and Upgrade
Guide for Cisco Unified Customer Voice Portal
Configure Unified CM Service Configuration Settings
Set the following configuration parameters to make Unified CM use the Ingress gateway instead of Unified
CVP as the originating location of the call.
• Set "Accept Unknown TCP connection" in Unified CM Service parameters.
• Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to “None”.
• Do not define Unified CVP as a gateway device in Unified CM.
• Define the Ingress gateways as gateway devices in Unified CM. Assign the correct location to the devices.
These settings ensure that CAC can be properly adjusted based on the locations of the calling endpoint and
the phone.
Configure Cisco IOS Enterprise Voice Gateway
Complete the following procedure to configure the Cisco IOS Voice Gateway.
Note
Complete all configuration steps in enable > configuration terminal mode.
Procedure
Step 1
Configure the network interfaces:
interface GigabitEthernet0/0
ip route-cache same-interface
duplex auto
speed auto
no keepalive
no cdp enable
Step 2
Configure global settings:
voice service voip
no ip address trusted authenticate
allow-connections sip to sip
signaling forward unconditional
sip
rel1xx disable
header-passing
options-ping 60
midcall-signaling passthru
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Configure Cisco IOS Enterprise Voice Gateway
Step 3
Configure voice codec preference:
voice class codec 1
codec preference 1 g729r8
codec preference 2 g711ulaw
Step 4
Configure Unified CVP services and settings:
# Default CVP Services
application
service new-call flash:bootstrap.vxml
service survivability flash:survivability.tcl
service CVPSelfService flash:CVPSelfServiceBootstrap.vxml
service ringtone flash:ringtone.tcl
service cvperror flash:cvperror.tcl
service bootstrap flash:bootstrap.tcl
service handoff flash:handoff.tcl
# Default CVP http, ivr, rtsp, mrcp and vxml settings
http client cache memory pool 15000
http client cache memory file 1000
http client cache refresh 864000
no http client connection persistent
http client connection timeout 60
http client connection idle timeout 10
http client response timeout 30
ivr prompt memory 15000
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer
rtsp client timeout connect 10
rtsp client timeout message 10
mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
vxml tree memory 500
vxml audioerror
vxml version 2.0
Step 5
Configure gateway and sip-ua timers:
gateway
media-inactivity-criteria all
timer receive-rtp 1200
sip-ua
retry invite 2
retry bye 1
timers expires 60000
timers connect 1000
reason-header override
Step 6
Configure the dial-peers:
# Configure CVP survivability
dial-peer voice 1 pots
description CVP TDM dial-peer
service survivability
incoming called-number .T
direct-inward-dial
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# Configure CVP Ringtone
dial-peer voice 919191 voip
description CVP SIP ringtone dial-peer
service ringtone
incoming called-number 9191T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711ulaw
no vad
# Configure CVP Error
dial-peer voice 929292 voip
description CVP SIP error dial-peer
service cvperror
incoming called-number 9292T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711ulaw
no vad
#Configure VXML leg where the incoming called-number matches the Network VRU Label
dial-peer voice 9999 voip
description Used for VRU leg
service bootstrap
incoming called-number 777T
dtmf-relay rtp-nte
codec g711ulaw
no vad
#Configure the Switch leg where
# preference is used to distinguish between sides.
# max-conn is used prevent overloading of CVP
# options-keepalive is used to handle failover
# Note: the example below is for gateways located on the A-side of a geographically
distributed deployment
dial-peer voice 70021 voip
description Used for Switch leg SIP Direct
preference 1
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for CVP1, SideA
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
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dial-peer voice 70022 voip
description Used for Switch leg SIP Direct
preference 1
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for CVP2, SideA
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
dial-peer voice 70023 voip
description Used for Switch leg SIP Direct
preference 2
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for CVP1, SideB
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
dial-peer voice 70024 voip
description Used for Switch leg SIP Direct
preference 2
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for CVP2, SideB
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
Step 7
Configure the hardware resources (transcoder, conference bridge, and MTP):
# Configure the voice-cards share the DSP resources located in Slot0
voice-card 0
dspfarm
dsp services dspfarm
voice-card 1
dspfarm
dsp services dspfarm
voice-card 2
dspfarm
dsp services dspfarm
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voice-card 3
dspfarm
dsp services dspfarm
voice-card 4
dspfarm
dsp services dspfarm
# Point to the contact center call manager
sccp local GigabitEthernet0/0
sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM1)
sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM2)
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register <gw70mtp>
associate profile 1 register <gw70conf>
associate profile 3 register <gw70xcode>
# Configure DSPFarms for Conference, MTP and Transcoder
dspfarm profile 1 conference
codec g711ulaw
codec g711alaw
codec g729r8
maximum sessions 24
associate application SCCP
dspfarm profile 2 mtp
codec g711ulaw
codec g711alaw
codec g729r8
maximum sessions software 500
associate application SCCP
dspfarm profile 3 transcode
codec g711ulaw
codec g711alaw
codec g729r8
maximum sessions 52
associate application SCCP
Step 8
(Optional) Configure the SIP Trunking:
# Configure the resources to be monitored
voice class resource-group 1
resource cpu 1-min-avg threshold high 80 low 60
resource ds0
resource dsp
resource mem total-mem
periodic-report interval 30
# Configure one rai target for each CVP Server
sip-ua
rai target ipv4:###.###.###.### resource-group1 (CVP1A)
rai target ipv4:###.###.###.### resource-group1 (CVP2A)
rai target ipv4:###.###.###.### resource-group1 (CVP1B)
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rai target ipv4:###.###.###.### resource-group1 (CVP2B)
permit hostname dns:%Requires manual replacement - ServerGroup Name defined in CVP.System.SIP
Server Groups%
Configure Unified Communications Manager
Follow this sequence of tasks to configure Unified Communications Manager:
Sequence
Task
Done?
1
Configure Publisher for Unified Communications Manager,
on page 98
2
Configure Unified Communications Manager Subscriber, on
page 99
3
Unified Communications Manager License, on page 100
4
Validate Clusterwide Domain Configuration, on page 102
6
Activate Services, on page 102
7
Configure Cisco Unified Communications Manager Groups,
on page 103
8
Configure CTI Route Point, on page 104
9
Configure SIP Options, on page 105
10
Configure Trunk, on page 105
11
Configure Application User, on page 104
12
Configure Route Pattern, on page 106
13
Configure Conference Bridges, on page 106
14
Configure Media Termination Points, on page 107
15
Configure Transcoders, on page 107
16
Configure Media Resource Groups, on page 108
17
Configure and Associate Media Resource Group List, on page
109
18
Add Phones, on page 109
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Configure Publisher for Unified Communications Manager
Configure Publisher for Unified Communications Manager
This procedure is for golden templates only.
You must customize the Unified Communications Manager publisher before you customize the subscribers.
Before You Begin
DNS Configuration is mandatory for Unified Communications Manager, Cisco Unified Intelligence Center,
and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more
information, see Configure DNS Server, on page 49
Procedure
Step 1
In the client computer where the automation tool was run, navigate to
C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM .
Step 2
Copy the file named CUCM_PUB_SideA_platformConfig.xml .
Step 3
Paste it to another location and rename it to platformConfig.xml.
Step 4
Launch WinImage and select File > New > 1.44 MB and click OK.
Step 5
Drag and drop platformConfig.xml into WinImage.
Step 6
Step 7
Step 8
When prompted to inject the file, click Yes.
Select File > Save As.
From the Save as type list, choose Virtual floppy image. Provide the file name as platformConfig.flp
and click Save.
Step 9
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Step 10 Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse
Datastore, create a folder named CUCM_PUB.
Step 11 Upload the platformConfig.flp file to the folder CUCM_PUB.
Step 12 Edit the Virtual Machine Settings for the Unified Communication Manager VM.
Step 13 On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in
Datastore and mount the platformConfig.flp from the CUCM_PUB folder on the data store and click
OK.
Step 14 Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
Step 15 Power on the Publisher. This begins the installation based on the information in the .flp file.
The installation begins automatically and runs with no interaction from you. After an hour or more, a message
appears indicating a successful installation.
Step 16 Click the Console tab for the VM. Log in to the publisher machine, using the credentials for the Administration
User. The machine opens to the CLI interface.
Step 17 Edit settings and uncheck Connect at Power on for the floppy drive.
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Configure Unified Communications Manager Subscriber
Note
During the customization of the publisher/primary, the username and the password are modified as follows.
The customer should change the password.
• Default Password for OS Administrator: pcce@123
• Application UserName: Administrator
• Default Password for Application User: pcce@123
• Sftp password: pcce@123
• IPSec password: pcce@123
After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the
VM.
Continue to: Configure Unified Communications Manager Subscriber, on page 99
Configure Unified Communications Manager Subscriber
Attention
The Subscriber configuration procedures—to launch the publisher to add the subscriber and to configure
the subscriber—are for Golden Templates only.
Before You Begin
DNS Configuration is mandatory for Unified Communications Manager. To configure DNS, add the VMs to
the forward and reverse lookups of the DNS. See Configure DNS Server, on page 49
Launch Unified Communications Manager Publisher to Add the Subscriber
To add the subscriber, you must launch the publisher node.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM
Publisher>/ccm/admin).
Enter the username and password and login to the Unified Communications Manager.
Select System > Server > Add New.
On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next.
On the Server Information page, enter the IP address of the first subscriber.
Click Save.
Repeat Steps 3 - 6 for the second subscriber.
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Unified Communications Manager License
Configure Subscriber
Procedure
Step 1
Launch WinImage and select File > New > 1.44 MB and Click OK.
Step 2
In the client computer where the automation tool was run, navigate to
C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM.
Step 3
In the client computer where the automation tool was run, navigate to
C:\GoldenTemplateTool_921\PlatformConfigRepository\CUCM.
Step 4
Copy the file named CUCM_SUB_SideA_platformConfig.xml.
Step 5
Paste it to another location and rename it to platformConfig.xml.
Step 6
Drag and drop platformConfig.xml into WinImage.
a) Click Yes at the message asking if you want to inject the file.
b) Select File > Save as and save the file as a Virtual Floppy Image with the filename platformConfig.flp.
If drag and drop does not work, select Image > Inject. Then browse to the
file.
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Create the folder CUCM_SUB and upload platformConfig.flp to it.
Tip
Step 7
Step 8
Step 9 Edit the Virtual Machine settings for the Unified Communications Manager Subscriber VM.
Step 10 On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in
Datastore and mount the platformConfig.flp from the CUCM_SUB folder on the data store.
Step 11 Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and
then power on the VM.
This begins the installation and customizes the installation based on the information in the .flp file.
Step 12 After you complete the installation uncheck Connect at Power on for the floppy drive.
Step 13 Repeat this procedure for the second subscriber on Side B.
Unified Communications Manager License
Upgrade License
Before You Begin
Generate the license using this procedure: Generate and Register License, on page 101
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Unified Communications Manager License
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Unzip the license file from the email message.
Under Other Fulfillment Options, select Fulfill Licenses from File.
Click Browse and locate your license file.
Click Install and close the popup window.
Navigate to Product Instances. Delete any old instances. Then click Add.
Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications
Manager Publisher.
Select Product type of Unified CM.
Click OK.
Click Synchronize Now.
Generate and Register License
Procedure
Step 1
Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request.
Step 2
When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to
a text editor.
Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will
need it.
Enter the PAK when prompted.
You will receive the license file in an email message.
Step 3
Step 4
Install License
Complete the following procedure to install a license.
Procedure
Step 1
Step 2
Step 3
Unzip the license file from the email message.
Navigate to License Management > Licenses.
Click Install License File and select the unzipped file and then click Install.
Step 4
Navigate to the Monitoring > License Usage page to verify a successful installation.
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Validate Clusterwide Domain Configuration
Validate Clusterwide Domain Configuration
This validation is required for running calls.
Procedure
Step 1
In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters.
Step 2
Scroll down to Clusterwide Domain Configuration.
Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server
Groups Configure SIP Server Group, on page 89.
Install JTAPI on Unified CCE Servers
Now that you configured the Unified Communications Manager, you can Install JTAPI, on page 80.
Provision Cisco Unified Communications Manager
This section contains the procedures you must perform to provision Cisco Unified Communications Manager.
This section assumes you have added phones.
• Activate Services, on page 102
• Configure Cisco Unified Communications Manager Groups, on page 103
• Configure CTI Route Point, on page 104
• Configure Trunk, on page 105
• Configure SIP Options, on page 105
• Configure Application User, on page 104
• Configure Route Pattern, on page 106
• Configure Conference Bridges, on page 106
• Configure Media Termination Points, on page 107
• Configure Transcoders, on page 107
• Configure Media Resource Groups, on page 108
• Configure and Associate Media Resource Group List, on page 109
Activate Services
Complete the following procedure to activate service.
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Procedure
Step 1
Step 2
Open Cisco Unified CM Administration at http://<IP Address of the CUCM Publisher>/ccmadmin.
Select Cisco Unified Serviceability from the Navigation menu and click Go.
Step 3
Step 4
Select Tools > Service Activation.
From the Server drop-down list, choose the server on which you want to activate the service, and then click
Go.
For the Publisher, check the following services to activate and click Save:
Step 5
• Cisco CallManager
• Cisco IP Voice Media Streaming App
• Cisco CTIManager
• Cisco Tftp
• Cisco Bulk Provisioning Service
• Cisco AXL Web Service
• Cisco Serviceability Reporter
• Cisco CTL Provider
• Cisco Certificate Authority Proxy Function
Step 6
For the Subscribers, check the follow services to activate and click Save:
• Cisco CallManager
• Cisco IP Voice Media Streaming App
• Cisco CTIManager
• Cisco AXL Web Service
• Cisco CTL Provider
Configure Cisco Unified Communications Manager Groups
Complete the following procedure to add a Cisco Unified Communications Manager to the Unified
Communications Manager Group. Make sure that you configured both the publisher and the subscribers.
Note
Before you configure a Cisco Unified Communications manager group, you must configure the Cisco
Unified Communications Managers that you want to assign as members to that group.
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Procedure
Step 1
Select Cisco Unified CM Administrator from the Navigation menu and click Go.
Step 2
Select System > Cisco Unified CM Group.
Step 3
Click Find. Then click Default.
Step 4
Move the two subscribers from the Available panel to the Selected panel. Do not select the publisher; the
publisher should not be used for call processing.
Click Save.
Click Reset.
Step 5
Step 6
Configure CTI Route Point
Complete the following procedure to add a computer telephony integration (CTI) route point for agents to
use for transfers and conferences.
Procedure
Step 1
Step 2
Step 3
In Cisco Unified CM Administration, select Device > CTI Route Point.
Click Add New.
Step 4
For Device Pool, select Default.
Select a Media Resource Group List from the list.
Click Save.
Click on Line [1] to configure the directory number associated with this route point.
This directory number will be a pattern that is intended to match any of the internal Dialed Numbers you
configure in Packaged CCE for internally routed calls. (For instance, for Transfers and Conferences).
Step 5
Step 6
Step 7
Set a device name; for example, PCCEInternalDNs.
Important
Define a pattern that is flexible enough to match all your internal dialed numbers yet restrictive
enough not to inadvertently intercept calls intended for other Route Patterns you may have
defined for other parts of your dial plan. As a best practice, use a unique prefix for internal calls.
For example, if you have internal dialed numbers 1230000 and 1231111, then an appropriate
line number to enter for the cti route point would be 123XXXX.
Configure Application User
Complete the following procedure to configure each application user.
Note
This step assumes you have added users and phones.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
In Unified Cisco CM Administration, select User Management > Application User.
Click Add New.
Enter the User ID of pguser. This must match the name used in PG Setup on the Call Server. See Add PIM1
(CUCM PIM), on page 76
Enter cisco in the Password and Confirm Password fields. These must match the values used in PG Setup
on the Call Server. Note that if you change this user ID or password in Unified CCE, you must also change
the Unified Communication Manager application user configuration.
Click Add to Access Control Group. Then click Find and select Standard CTI Allow Call Monitoring and
Standard CTI Enabled.
Click Add Selected.
Add the CTI route point to pguser. See Configure CTI Route Point, on page 104.
Select the CTI Route Point from Available Devices and add it to the list of Contolled Devices.
Click Save.
Configure SIP Options
Use the default SIP profile.
Configure Trunk
There are four CVP call servers, and each must be associated with a SIP trunk in Unified Communications
Manager. The following procedure explains how to configure four SIP trunks, each targeting a different CVP
call server.
Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as
long as all four CVP call servers are targeted by the configured SIP trunks.
Procedure
Step 1
Step 2
Step 3
Step 4
In Unified Cisco CM Administration, select Device > Trunk.
Click Add New.
From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
Enter the following in the Device Information section:
a)
b)
c)
d)
Step 5
In the Device Name field, enter a name for the SIP trunk, for example, sipTrunkCVP1A.
In the Device Pool drop-down list, select the device pool that the customer has defined.
Select a Media Resource Group List from the list.
Make sure that the Media Termination Point Required check box is not checked.
Scroll down to the SIP Information section:
a) In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination
port of 5060.
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b) In the SIP Trunk Security Profile drop-down list, select Non Secure SIP Trunk Profile.
c) In the SIP Profile drop-down list, select Standard SIP Profile.
d) In the DTMF Signaling Method drop-down list, select RFC 2833.
Step 6
Step 7
Step 8
Click Save.
Click Reset.
Repeat for all the remaining CVP call servers in the deployment.
Configure Route Pattern
Complete the following procedure to configure a route pattern.
Procedure
Step 1
Step 2
Step 3
In Unified CM Administration, select Call Routing > Route Hunt > Route Group.
Configure and save a Route Group with the four CVP sip trunks.
Select Call Routing > Route Hunt > Route List.
Step 4
Step 5
Step 6
Configure and save a Route List for the Route Group.
Add the Route Group to a Route List
Select Call Routing > Route Hunt > Route Pattern.
Step 7
Step 8
Click Add New.
Step 9
Create one Route Pattern Definition for Route Pattern 888!. Keep all defaults in the Pattern Definition panel.
Click Save.
To load-balance sending calls across all 4 CVP servers, add all 4 CVP servers to the route group/route list.
Configure Conference Bridges
Perform this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Step 4
Select Media Resources > Conference bridge.
Click Add New.
Select Conference Bridge Type of Cisco IOS Conference Bridge.
In the Conference Bridge name field, enter a unique identifier for the conference bridge name that matches
the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on page
92.
In the example, this is gw70conf.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
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associate profile 2 register gw70mtp
associate profile 1 register gw70conf
associate profile 3 register gw70xcode
Step 5
Step 6
Step 7
Select a Device Pool.
Click Save.
Click Apply Config.
Configure Media Termination Points
Complete this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Select Media Resources > Media Termination Point.
Click Add New.
In the Media Termination Point Name field, enter a unique identifier for the media termination that coincides
with the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on
page 92.
In the example, this is gw70mtp.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register gw70mtp
associate profile 1 register gw70conf
associate profile 3 register gw70xcode
Step 4
Step 5
Step 6
Select a Device Pool.
Click Save.
Click Apply Config.
Configure Transcoders
Perform this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Step 4
Select Media Resources > Transcoder.
Click Add New.
For Transcoder Type, select Cisco IOS enhanced media termination point.
In the Device Name field, enter a unique identifier for the transcoder name that coincides with the configuration
on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on page 92.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
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associate
associate
associate
associate
ccm 1 priority 1
profile 2 register gw70mtp
profile 1 register gw70conf
profile 3 register gw70xcode
Step 5
In the Device Pool field, select Default.
Step 6
Step 7
Click Save.
Click Apply Config.
Configure Media Resource Groups
Procedure
Step 1
Step 2
Select Media Resources > Media Resource Group.
Add a Media Resource Group for Conference Bridges.
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the hardware conference bridge resources configured for each
ingress/VXML combination gateway in the deployment and add them to the group.
d) Click Save.
Step 3
Add a Media Resource Group for Media Termination Point.
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the hardware media termination points configured and add them to the
group.
d) Click Save.
Step 4
Add a Media Resource Group for Transcoder.
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the transcoders configured and add them to the group.
d) Click Save.
Step 5
Click Save.
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Configure and Associate Media Resource Group List
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Select Media Resources > Media Resource Group List.
Click Add New and enter a Name.
Add a Media Resource Group list and associate all of the media resource groups. Click Save.
Select System > Device Pool. Click Find. Click Default.
From the Media Resource Group List drop-down list, choose the media resource group list added in Step 2.
Click Save. Click Reset.
Add Phones
It is beyond the scope of this document to explain how to add phones and associate them with the Application
User. You will, however, need two phones for the agents who will sign in to Finesse to test calls. This is
necessary to complete the final step to make a call.
This topic indicates which Cisco Unified Communications Manager tools you access to add phones.
Procedure
Step 1
Step 2
Sign in to the Cisco Unified Communications Manager Console (http://{hostname}/oamp).
Select Device > Phone.
Step 3
Click Find and then Add New.
Step 4
Select the phone type you will use for the agent. Then click Next.
Step 5
Complete all required fields in the Device Information screen and Save.
Step 6
Step 7
Repeat steps 2 - 4 for the second phone.
Select User Management > Application User.
Step 8
Click Find. Then select pguser.
Step 9
Make sure the CTI Route Point (Configure CTI Route Point, on page 104) and both phones are moved from
Available Devices to Controlled Devices.
Configure Unified Intelligence Center
Follow these tasks to configure Unified Intelligence Center.
Sequence
Task
Done?
1
Configure Unified Intelligence Center Publisher, on page 110
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Sequence
Task
2
Unified Intelligence Center License and Sign-In, on page 120
3
Configure Unified Intelligence Center Subscriber, on page 112
5
Configure Unified Intelligence Center Reporting, on page 113
6
Configure Unified Intelligence Center Administration, on page
119
Done?
Configure Unified Intelligence Center Publisher
This procedure is for golden templates only.
You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.
Before You Begin
DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the
forward and reverse lookups of the DNS. See Configure DNS Server, on page 49.
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Procedure
Step 1
In the client computer where the automation tool was run, navigate to
C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC.
Step 2
Copy the file named CUICPUB_SideA_platformConfig.xml.
Step 3
Paste it to another location and rename it to platformConfig.xml.
Step 4
Launch WinImage and select File > New > 1.44 MB and click OK.
Step 5
Drag and drop platformConfig.xml into WinImage.
Step 6
Step 7
Step 8
When prompted to inject the file, click Yes.
Select File > Save as.
From the Save as type list, select Virtual floppy image. Provide the filename as platformConfig.flp
and click Save. Make sure you have selected the correct network adapter.
Step 9
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Step 10 Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse
Datastore and create a folder named CUIC_PUB.
Step 11 Upload the platformConfig.flp file to the folder CUIC_PUB.
Step 12 Edit the Virtual Machine Settings for the Unified Intelligence Center Publisher VM .
Step 13 On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in
Datastore and mount the platformConfig.flp from the CUIC_PUB folder on the data.store and click
OK.
Step 14 Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
Step 15 Power on the Publisher. This begins the installation based on the information in the .flp file.
The installation begins automatically and runs with no interaction from you. After an hour or more, you will
see a message indicating a successful installation.
Step 16 Click the Console tab for the VM. Log in to the publisher, using the credentials for the Administration User.
The machine opens to the CLI interface.
Step 17 Edit settings and uncheck Connect at Power on for the floppy drive.
Note
During the customization of the publisher/primary, the username and the password are modified as follows.
The customer should change the password.
• Default Password for OS Administrator: pcce@123
• Application UserName: Administrator
• Default Password for Application User: pcce@123
• Sftp password: pcce@123
• IPSec password: pcce@123
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What to Do Next
After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the
VM.
Continue to: Configure Unified Intelligence Center Subscriber, on page 112.
Configure Unified Intelligence Center Subscriber
Before You Begin
DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the
forward and reverse lookups of the DNS. For more information, see Configure DNS Server, on page 49.
Launch Publisher to Add Subscriber
Procedure
Step 1
Step 2
Step 3
Direct a browser to the URL http://<HOST ADDRESS>/oamp where HOST ADDRESS is the IP Address or
Hostname of your Cisco Unified Intelligence Center publisher.
Sign in using the system application user ID and password that you defined during installation.
From the panel in the left, select Device Management > Device Configuration.
Step 4
Click Add Member.
Step 5
On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a
description for the device.
Click Save.
Step 6
Configure Subscriber
Complete the following procedure to configure a subscriber.
Procedure
Step 1
Step 2
Launch WinImage and select File > New > 1.44 MB.
In the client computer where the automation tool was run, navigate to
C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC .
Step 3
Copy the file named CUIC_SUB_SideA_platformConfig.xml.
Step 4
Paste it to another location and rename it to platformConfig.xml.
Step 5
Drag and drop platformConfig.xml into WinImage:
a) Click Yes at the message asking if you want to inject the file.
b) Select File > Save as and save the file as a Virtual Floppy Image with the filename
platformConfig.flp.
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If drag and drop does not work, select Image > Inject. Then browse to the
file.
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Create the folder CUIC_SUB and upload platformConfig.flp to it.
Tip
Step 6
Step 7
Step 8
Step 9
Edit the Virtual Machine settings for the CUIC Subscriber VM.
On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in
Datastore and mount the platformConfig.flp from the CUIC_SUB folder on the data store.
Step 10 Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and
then power on the VM.
This begins the installation and customizes the installation based on the information in the .flp file.
Step 11 If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server
by adding the machine in forward and reverse lookup.
During the customization of the subscriber node, the username and the password are modified as
follows. The customer should change the password.
Make changes as follows:
Note
• Default Password for OS Administrator: pcce@123
• Application UserName: Administrator
• Default Password for Application User: pcce@123
• Sftp password: pcce@123
• IPSec password: pcce@123
Step 12 After you complete the installation uncheck Connect at Power on for the floppy drive.
Configure Unified Intelligence Center Reporting
Complete the following procedures to configure Unified Intelligence Center Reporting.
Configure Unified Intelligence Center SQL User Account
Procedure
Step 1
Step 2
Step 3
Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
Log in.
Navigate to Security >Logins, right-click Logins and select New Login.
This login is used when you configure the data sources for Cisco Unified Intelligence Center reporting.
Step 4
On the General Screen:
a) Enter the Login Name.
b) Select SQL Server authentication.
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c) Enter and confirm the Password.
d) Uncheck Enforce password policy.
Step 5
Click User Mapping.
a) Check the databases associated with Side A and AWdb.
b) Choose each database and associate it with the db_datareader and public roles, and click OK.
Related Topics
Configure Unified Intelligence Center Data Sources, on page 114
Configure Unified Intelligence Center Data Sources
Procedure
Step 1
Step 2
Step 3
Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account
(https://<hostname>:8444/cuic).
Click Data Sources in the left panel.
Choose the Unified CCE Historical Data Source. Click Edit.
a) In the Database Host field, enter the IP Address of the Side A Unified CCE Data Server.
For an external AW-HDS-DDS, enter the IP Address of the server for the external HDS.
b) For Port, enter 1433.
c) In the Database Name field, enter {instance}_sideA.
For an external HDS, enter the database name of the external HDS.
d) Select the timezone.
e) In the Database User ID, enter the username for the SQL Server user account created when you configured
the Cisco Intelligence Center SQL User Account.
f) Enter and confirm the SQL Server User password.
g) For Charset, enter ISO-8859-1.
h) Leave the Instance field blank.
i) Click Test Connection to confirm the Online status.
Step 4
Click the Secondary tab to configure Unified CCE Historical Data Source for side B.
a) Click Failover Enabled.
b) In the Database Host field, enter the IP address of the Side B Unified CCE Database Server.
For an external AW-HDS-DDS, enter the IP Address of the external AW-HDS-DDS server.
c)
d)
e)
f)
Step 5
For Port, enter 1433.
For an external HDS, enter the database name of the external HDS.
Complete other fields as in the Primary tab.
Test Connection and Save.
Choose the Unified CCE Realtime Data Source. Click Edit.
a) In the Database Host field, enter the IP address of the Side A Unified CCE Data Server.
For an external AW-HDS-DDS, enter the IP Address of the external server.
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b) For Port, enter 1433.
c) In the Database Name field, enter {instance}_awdb.
For an external HDS, enter the name of the external, real-time database.
d) Select the timezone.
e) In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence
Center SQL Server user account.
f) Enter and confirm the Cisco Unified Intelligence Center User password.
g) For Charset, enter the charset of the installed SQL.
h) Leave the Instance field blank.
i) Click Test Connection to confirm the Online status.
j) Click Save.
Step 6
Click the Secondary tab to configure Unified CCE Realtime Data Source for side B.
a) Click Failover Enabled.
b) In the Database Host field, enter the IP Address of the Side B Unified CCE Database Server.
For an external AW-HDS-DDS server, enter the IP Address of the server for the external HDS.
c) In the Database Name field, enter {instance}_awdb.
For an external HDS, enter the name of the external, real-time database.
d) Complete other fields as in the Primary tab.
e) Click Save.
What to Do Next
User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see
section Stock Report Templates to import Unified CCE Report templates.
Import Reports
If you have an existing report, you can import that report and the related help files into Unified Intelligence
Center. You must zip the report before importing it. The format for storing the report and help content is as
shown below:
Figure 1: Directory Structure of the Report ZIP File
Each report help folder has a size limit of 3 MB. If the size exceeds this limit, the system does not load the
help content. You can import the following: Report, Report Definition, Value Lists, Views, Report Editor
values, Thresholds, Drilldowns, Permissions, and Template Help.
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Note
However you cannot import the Report Filters and Collections.
To import a report, follow the steps below.
Procedure
Step 1
Click the Reports drawer in the left pane.
Step 2
Navigate to the folder where you want to import the report.
Note
To create a sub-folder, navigate to the appropriate folder, right-click on the folder, and select Create
Sub-category.
Step 3
Click Import Report.
Step 4
In the File Name (XML or ZIP file) field, click Browse.
Step 5
Browse to and select the XML or the compressed report file, and click Open.
Step 6
From the Data source for ReportDefinition drop-down list, select a data source used by the report definition.
Note
This field appears only if the report definition for the report being imported is not currently defined
in Unified Intelligence Center.
From the Data Source for ValueList drop-down list, select the data source used by the value lists defined in
the report definition.
Note
You have to select a data source for the value list only if it does not use the same data source as the
report definition. For report definitions of Real Time Streaming, it is mandatory to select a data source
for the Value Lists.
In the Save To field, browse to the folder where you want to place the imported report. Use the Arrow keys
to expand the folders.
Click Import.
Step 7
Step 8
Step 9
Import Unified CVP Report Templates and Set Data Source
Perform this procedure only if you have a CVP Reporting Server.
Packaged CCE supports the Callback reports only. Do not import other reports.
Who can do this:
• Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting.
• Eventually, any Report Designer who has full permissions.
Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting
application, a Unified IC reporting user with permission to do so must import them into Unified IC and
associate them with the Unified CVP Data Source.
Procedure
Step 1
Step 2
Launch the Unified Intelligence Center web application using the URL
Enter your User Name and Password.
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http://<HOST ADDRESS>/8444/cuic
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This opens the Overview page.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
ClickReports.
Right-click the top Reports folder and select Create Sub-Category.
Name the new sub-category as a container for Unified CVP reports. Click OK.
Click Import Reports.
Browse to the location where you copied the Unified CVP Reporting templates files.
Select a report.
This populates the File Name with the full path for the report.
Step 9
Click Import.
Step 10 From the Data source for Report Definition and Data source for value List drop down lists, Choose the
Data source you created to access the Unified CVP Reporting database.
Step 11 Save to the Unified CVP sub-category folder you created in Step 5.
Step 12 Click Import.
Step 13 Repeat for the callback templates.
Create Data Source for Cisco Unified CVP Report Data
Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the
Unified CVP reporting data.
In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator
User Role.
Perform the following procedure to create a data source.
Procedure
Step 1
Log in to the Unified Intelligence Center at http://{hostname of CUIC Publisher}:8444/cuic.
Step 2
Step 3
Step 4
Select the Data Sources drawer to open the Data Sources page.
Click Create to open an Add Data Source window.
Complete fields on this page as follows:
Field
Value
Name
Enter the name of this data source.
Report Designers and Report Definition Designers do not
have access to the Data Sources page but can see the list of
Data Sources when they create custom reports. To benefit
those users, give a new Data Source a meaningful name.
Description
Enter a description for this data source.
Type
Choose Informix.
Note
Type is disabled in Edit
mode.
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Field
Value
Database Host
Enter the IP address or Domain Name System (DNS) name
for the server.
Port
Enter the port number. Typically, the port is 1526.
You may have to open this port in the CVP Reporting Server
firewall (Window Firewall > Inbound rules > new rule).
Database name
Enter the name of the reporting database on the Unified CVP
reporting server.
Use the database name callback for stock callback reports.
Instance
Specify the instance name of the desired database. By default,
this is cvp.
Timezone
Choose the correct time zone for the data stored in the
database. In locations that change from Standard Time to
Daylight Savings Time, this time zone is updated
automatically.
Database User ID
Enter the user ID of the Reporting User who is configured in
the Operations Console to access the Unified CVP reporting
database.
Password and Confirm Password
Enter and confirm the password for the database user.
Charset
Choose UTF-8.
Note
Default Permissions
If this field is not set correctly, the Unified
Intelligence Center cannot connect.
View or edit the permissions for this datasource for My Group
and for the All Users group.
Step 5
Click Test Connection.
If the status is not Online, review the error message to determine the cause and edit the data source accordingly.
Step 6
Click Save to close the Add Data Source window.
The new data source appears on the Data Sources list.
Obtain Cisco Unified Customer Voice Portal Report Templates
For Packaged CCE, import the Callback reports only.
To import Unified CVP report templates complete the following:
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Procedure
Step 1
Step 2
On the Unified CVP Reporting Server, click Start.
In the search box, type %CVP_HOME%\CVP_Reporting_Templates and press Enter.
Step 3
Compress only the Callback reports into a zip folder and copy it to the system from which you will run Unified
Intelligence Center Administraton.
Configure Unified Intelligence Center Administration
Procedure
Step 1
Step 2
Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
Step 3
Enter the Host Address for the Primary Active Directory Server.
Leave the default value for Port.
Complete the Manager Distinguished Name fields.
Enter and confirm the password with which the Manager accesses the domain controller.
For User Search Base, specify the Distinguished Name of the domain you want to search.
For Attribute for User ID, select sAMAccountName.
Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
Set a domain as the default.
Click Test Connection.
Click Save.
Configure syslog for all devices.
a) Choose Device Management > Log and Trace Settings.
b) For each host address:
• Select the associated servers.
• In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup
Host. Click Save.
Step 4
Configure SNMP for all devices.
a) Select Network Management > SNMP.
b) Navigate to SNMP and for each server add the following:
• V1/V2c Community Strings.
• Notification Destination.
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Unified Intelligence Center License and Sign-In
Unified Intelligence Center License and Sign-In
Acquire License Online
After you configure the publisher and before you configure the subscriber, you must contact Cisco to request
a Unified Intelligence Center license.
Procedure
Step 1
Step 2
Step 3
Step 4
To acquire the license file, go to the Cisco Product License Registration website at this URL: https://
tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet.
If you do not have a Product Authorization Key (PAK), click the available licenses link.
Scroll to Unified communications and click Cisco Unified Intelligence Center.
Enter your MAC Address, accept the agreement, and enter your Registrant Information.
The MAC Address appears online at the end of the installation. If you need to find the MAC Address again,
follow these steps to obtain it:
1 Sign in to the server node, using the credentials of the System Administration user.
2 Enter this CLI command: show status.
Step 5
Follow prompts to complete the registration.
You will receive an email from Cisco that contains your license file as an attachment. The file format is *.lic.
Step 6
Save the license file in a location where the System Application User can access it.
Warning
Save a backup copy of this file. You can open a *.lic. file to look at it. Changing the file invalidates
the license.
Apply the license.
Step 7
Sign In to Administration Console
Who can sign in to the administration console: The System Application User who is the default Superuser.
To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is
the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration
application must do so using the user ID and password that were defined for the System Application User
during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.
Procedure
Step 1
Step 2
Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of
your Controller node.
Enter the System Application User ID and password that you defined during installation.
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Upload License
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of
your Controller node.
Enter the System Application User ID and password that you defined during installation.
In the Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management.
Click Browse.
Navigate to the location where the *.lic file was saved.
Click Apply License to load the license.
Configure Cisco Finesse
Follow this sequence of tasks to configure Cisco Finesse.
Sequence
Task
Done?
1
Configure Cisco Finesse Primary, on page 121
2
Configure Settings for CTI Server and Administration and
Data Server, on page 123
3
Configure Cisco Finesse Secondary Node, on page 124
Configure Cisco Finesse Primary
DO THIS FOR golden templates only.
Note
You must configure the Finesse primary node before you customize the secondary node.
Before You Begin
DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and
reverse lookups of the DNS. See Configure DNS Server, on page 49
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Configure Cisco Finesse Primary
Procedure
Step 1
In the client computer where the automation tool was run, navigate to
C:GoldenTemplateTool_901\PlatformConfigRepository\Finesse .
Step 2
Copy the file named FINESSE_PRIMARY_platformConfig.xml.
Step 3
Paste it to another location and rename it to platformConfig.xml.
Step 4
Launch WinImage and select File > New > 1.44 MB and click OK.
Step 5
Drag and drop platformConfig.xml into WinImage.
Step 6
Step 7
Step 8
When prompted to inject the file, click Yes.
Select File > Save as.
Choose the Save as type list as Virtual floppy image. Provide the filename as platformConfig.flp and click
Save.
Step 9
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Step 10 Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse
Datastore and create a folder named FINESSE_PRIMARY.
Step 11 Upload the platformConfig.flp file to the folder FINESSE_PRIMARY.
Step 12 Edit the Virtual Machine Settings for the Finesse Primary VM .
Step 13 On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in
Datastore and mount the platformConfig.flp from the FINESSE_PRIMARY folder on the data store
and click OK.
Step 14 Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
Step 15 Power on the Primary Machine. This begins the installation based on the information in the .flp file.
The installation begins automatically and runs with no interaction from you. After an hour or more, you will
see a message indicating a successful installation.
Step 16 Click the Console tab for the VM. Log in to the primary machine, using the credentials for the Administration
User. The machine opens to the CLI interface.
Step 17 Edit settings and uncheck Connect at Power on for the floppy drive.
During the customization of the primary, the username and the password are modified as follows. The customer
should change the password.
• Default Password for OS Administrator: pcce@123
• Application UserName: Administrator
• Default Password for Application User: pcce@123
• Sftp password: pcce@123
• IPSec password: pcce@123
After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the
VM.
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Configure Solution Components
Configure Settings for CTI Server and Administration and Data Server
What to Do Next
Continue to: Configure Settings for CTI Server and Administration and Data Server, on page 123.
Configure Settings for CTI Server and Administration and Data Server
This procedure is required for the Finesse primary node for golden templates and for direct-install deployments.
• Configure CTI Server Settings in Cisco Finesse Primary Node, on page 123
• Configure Unified Contact Center Enterprise Administration and Data Server, on page 123
• Restart Tomcat, on page 124
Configure CTI Server Settings in Cisco Finesse Primary Node
Procedure
Step 1
Step 2
Step 3
Step 4
Launch the URL http://<HOST ADDRESS>/cfadmin, where hostname or IP address is the hostname or IP
address of your primary Finesse server.
Go to Home > Contact Center Enterprise CTI Server Settings.
Under Contact Center Enterprise CTI Server Settings, update the following:
a) A Side Host/IP Address of Call Server Side A
b) A Side Port (CTI Server Port on Side A)—42027
c) Peripheral ID (of CallManager PIM)—5000
d) B Side Host/IP Address of Call Server Side B
e) B Side Port (CTI Server Port on Side B)—43027
Click Save.
Configure Unified Contact Center Enterprise Administration and Data Server
Procedure
Step 1
Step 2
Go to Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure
assumes the default configuration.)
Under Contact Center Enterprise Administration & Data Server Settings, update the following:
a) Primary Host/IP Address (of Side A AW Server)
b) Database Port: 1433
c) Backup Host/Ip Address (of Side B AW Server)
d) Domain (required field): The name of the Unified CCE to which Finesse connects.
e) AW Database Name: <ucceinstance_awdb>
f) UserName: The domain username that is required to sign in to the database. Cannot be SQL user.
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Configure Solution Components
Configure Cisco Finesse Secondary Node
g) Password: The password required to sign in to the database.
Step 3
Click Save.
Restart Tomcat
After changing and saving any value on Contact Center Enterprise Administration Server Settings, you must
restart the Cisco Tomcat Service on the primary Finesse server.
Procedure
Step 1
To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat .
Step 2
To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat .
What to Do Next
For golden templates, configure the secondary node.
For direct installation, check replication status.
Configure Cisco Finesse Secondary Node
Attention
The Subscriber configuration procedures—to launch the primary node to add the secondary node and then
to configure the secondary—are for Golden Templates only.
DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and
reverse lookups of the DNS. See Configure DNS Server, on page 49.
Launch the Finesse Administration Console to Configure the Secondary Finesse
To add the secondary node, you must launch the primary node and add the secondary node to the cluster.
Procedure
Step 1
Step 2
Step 3
Step 4
Launch the Cisco Finesse primary node in a browser (http://Primary Node IP Address/cfadmin), where the
Primary Node or IP address is that of your host.
Go to Settings > Cluster Settings. (This is based on the default configuration and assumes you have not
changed the page for the Cluster Settings tool.)
Add the IP address for the Cisco Finesse secondary node.
Click Save.
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Configure Solution Components
Configure Cisco Finesse Secondary Node
Install Cisco Finesse on Secondary Node
Procedure
Step 1
Step 2
Launch WinImage and select File > New > 1.44 MB.
In the client computer where the automation tool was run, navigate to
C:\CCEPAC1_VMAutomation\PlatformConfigRepository\Finesse .
Step 3
Copy the file named FINESSE_SECONDARY_platformConfig.xml .
Step 4
Paste it to another location and rename it to platformConfig.xml.
Step 5
Drag and drop platformConfig.xml into WinImage:
Step 6
Step 7
Step 8
a) When prompted to inject the file, click Yes.
b) Select File > Save as and save the file as a Virtual Floppy Image (.flp).
Tip
If drag and drop does not work, select Image > Inject. Then browse to the
file.
Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs
are deployed.
Create a folder FINESSE_SECONDARY in the data store and upload the platformConfig.flp file to
that folder FINESSE_SECONDARY.
Edit settings for the VM. On the Hardware tab, click the floppy drive and choose the radio button Use The
Existing Floppy Image in Datastore and mount the platformConfig.flp from the
FINESSE_SECONDARY folder on the data store.
Step 9 Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
Step 10 Power on the VM. This begins the installation and customizes the installation based on the information in the
.flp file.
During the customization of the secondary node, the username and the password are modified as follows. The
customer may change the password:
• Default Password for OS Administrator: pcce@123
• Application UserName: Administrator
• Default Password for Application User: pcce@123
• Sftp password: pcce@123
• IPSec password: pcce@123
Step 11 After you complete the installation, uncheck Connect at Power on for the floppy drive.
Note
Finesse will not operate correctly unless you disable the Cisco Security Agent (CSA) after installing
the primary node and after installing the secondary node.
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Configure Solution Components
Configure Unified CVP Reporting Server
Configure Unified CVP Reporting Server
The optional Unified CVP Reporting VM is required for customers who use Courtesy Callback and who want
to run callback application reports. Unified CVP customers must sign in to Cisco Unified Intelligence Center
as users.
Follow this sequence of tasks to configure Unified CVP Reporting:
Sequence
Task
1
Configure CVP Reporting Server in CVP OAMP, on page
126
2
Create Reporting Users, on page 126
Done?
Configure CVP Reporting Server in CVP OAMP
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
On the Unified CVP OAMP server, go to Start > Programs > Cisco Unified Customer Voice Portal >
Operations Console.
When the Operations Console page opens, login.
Navigate to Device Management > Unified CVP Reporting Server.
Click Add New.
Enter the IP Address and hostname of the Reporting Server.
Move all Unified CVP Call Servers from Available to Selected.
Click Save and Deploy.
Unified CVP Reporting Users
Create Reporting Users
Who can create a user:
• Initially, the System Application User who is the default Superuser.
• Eventually, any Superuser.
Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration
console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center
Administration console for their domain:
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Configure Solution Components
Unified CVP Reporting Users
• Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
• Users who are authenticated through Active Directory are considered to be Lightweight Directory Access
Protocol (LDAP) users. For more information, see Set Up Active Directory Server for LDAP Users,
on page 127.
Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the
limited Login User role until the Unified Intelligence Center reporting security administrator gives them
additional roles and flags them as active users.
Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List
is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the
User List page is to expedite the permissions for users before their Active Directory domain is configured.
Create Superusers
Sign in to Cisco Unified Intelligence Center Administration (http://server/oamp).
Procedure
Step 1
Step 2
Step 3
Log in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Navigate to Admin User Management > Admin User Management to open the Users page.
Click Add New to add and configure a new user or click an existing username to edit the configuration for
that user.
This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see
Administration Console User Guide for Cisco Unified Intelligence Center or the Administration console online
help.
Step 4
Click Save.
Set Up Active Directory Server for LDAP Users
Configure the Active Directory tab in the Administration console so that Unified CVP reporting users can
log in to the Unified Intelligence Center reporting application with the user name and password that is defined
in their domain.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select
the Active Directory tab.
Complete all fields on this page, referring to the online help for guidance.
Click Test Connection.
When the connection is confirmed, click Save.
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Configure Solution Components
Unified CVP Reporting Users
Sign In to Cisco Unified Intelligence Center Reporting Interface
Who can sign in to the Unified Intelligence Center reporting interface:
• Initially, the System Application User who is the default Superuser.
• Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser
or an LDAP user. For more information, see Cisco Unified Customer Voice Protocol Reporting User
Role Additions.
Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.
Procedure
Step 1
Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Step 2
Step 3
Navigate to Control Center > Device Control.
Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center
login page for that member.
Enter your user ID and password. The Overview page appears.
Step 4
What to Do Next
If you have CVP Reporting as an on-box VM or an external server, refer to sections in the Configure Unified
Intelligence Center section for information on creating the data source for Unified CVP and importing CVP
report templates.
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CHAPTER
10
Upgrades
During the lifespan of a release, software patches become available that, when applied, add new features
and correct or simplify existing features. This section documents upgrades since the initial release of Packaged
CCE. Refer to Packaged CCE Release Notes for details on the contents of each patch.
• The Unified CCE 9.0(2) patch, released in September 2012, upgrades Packaged CCE software from
Release 9.0(1) to Release 9.0(2).
• The Engineering Special (ES Upgrade), which must be applied after the Unified CCE 9.0(2) patch,
prepares your Packaged CCE system to accept the Cisco Unified Intelligence Center 9.0(x) software.
• Upgrade to Release 9.0(2), page 129
• Upgrade Installation for 9.0(2) ES, page 129
Upgrade to Release 9.0(2)
Customers who are using Packaged CCE 9.0(1) and decide they want to upgrade to Packaged CCE 9.0(2)
need to obtain the UCCE 9.0(2) patch from the Support > Downloads area of Cisco.com. You must install
the patch on both CCE Call Servers, both CCE Data Servers, and on any external HDS servers.
Before you do this, check to see if you are already at Unified CCE Version 9.0.2.
The Unified CCE Version is displayed on the General tab of the Home menu in the Unified CCE Administration
Web tool.
Upgrade Installation for 9.0(2) ES
Download the 9.0(2) ES Upgrade
The Engineering Special (ES) is a software patch that prepares your Packaged CCE system to accept the Cisco
Unified Intelligence Center 9.0(x) software. This patch must be installed on Packaged CCE version 9.0(2)
before upgrading from Unified Intelligence Center 8.5(4) to Unified Intelligence Center 9.0(2).
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Upgrades
Upgrade Installation for 9.0(2) ES
Note
Customers who are currently using Packaged CCE 9.0(1) must upgrade to Packaged CCE 9.0(2) before
installing the ES patch. For more information, see the section Upgrade to Release 9.0(2), on page 129.
Download the Packaged CCE ES patch and installation instructions from here: http://www.cisco.com/cisco/
software/special/release.html?config=31017c0a473c66b3fdcbf9cda8a72fbf.
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CHAPTER
11
Final Tasks
• Apply Base Configuration, page 131
• Run Base Configuration Using the ICMDBA Tool, page 132
• Prevalidation Changes in Configuration Manager, page 133
• Set Deployment Type and Run System Validation, page 133
• Configuration Manager Changes for Unified CCE, page 136
• Make a Call, page 136
• Install Language Pack, page 139
Apply Base Configuration
About Base Configuration
The base configuration performs the following functions on the system:
Creates core system objects to support call routing and dial plan for Packaged CCE.
Creates two Peripheral Gateways:
• One Generic PG with 1 CUCM PIM and 4 CVP PIMs
• One MR PG with 2 PIMs - one for Outbound and one for Multichannel
Sets intelligent application defaults for the Packaged CCE deployment model:
• Default Agent Desk Settings record
• Enables ECC Variables
Create configuration objects to support CVP:
• A type 10 Network VRU for CVP along with Network VRU Labels to send calls to CVP
• CVP ECC Variables
• VXML_Server Network VRU Script - GS,V microapp
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Final Tasks
Run Base Configuration Using the ICMDBA Tool
Creates configuration objects to support Multichannel Configuration:
• A Network VRU for the MR PG
• Application Instance for Multichannel
• Media Classes for Multichannel
Apply Base Configuration for Fresh Installs Only
The Base Configuration is run once on a fresh installation of Packaged CCE. If you have already applied the
base configuration to Packaged CCE and are upgrading to a later release of Packaged CCE, do not download
the base configuration a second time—in this instance, apply configuration changes manually.
Related Topics
Release 9.0 Base Configuration Updates, on page 143
Run Base Configuration Using the ICMDBA Tool
This task is required for a fresh install. The procedure is run on the CCE Data server on Side A.
Procedure
Step 1
Download the base configuration zip file from Cisco.com > Download Software > Packaged Contact Center
Enterprise Configuration Scripts: http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.
Save it locally and unzip it.
Step 2
Step 3
Step 4
Download the Domain_Update_Tool.zip file from the same location. Save it locally and unzip it.
Open the ICMDBA Tool on the CCE Data Server on Side A.
Select the CCE Data Server and expand the tree to <instance name>_sideA.
Step 5
Select Data on the menu bar and click Import.
Step 6
Browse to locate the configuration folder and click Open.
Step 7
Click OK and then click Import.
Step 8
Click Start and then click OK on all messages.
Step 9
Before you run PowerShell in Step 11 below, enter the command get-executionpolicy to determine whether
the Restricted Execution policy is in effect or is restricted.
If the policy is restricted, enter set-executionpolicy. At the Supply Values prompt, enter "Unrestricted." Then
enter 'Y". This changes the execution policy.
Step 10 Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell.
Respond as follows:
a) For Server name, enter the computer name of the CCE Data Server Side A.
b) For Database name, enter <instance_sideA>.
c) For Domain Name, enter the customer's domain name.
Step 11 Return to the ICMDBA tool.
a) Click the logger database (<instance_sideA).
b) Open Data on the menu bar and click Synchronize.
c) Enter the hostname for the CCE Data Server on Side A.
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Final Tasks
Prevalidation Changes in Configuration Manager
d)
e)
f)
g)
Enter the database name as <instance name>_sideA for the source side.
Under the Target Pane, select the CCE Data Server on Side B.
Enter the database name as <instance name>_sideB for the target side.
Click Synchronize.
Step 12 Click Start.
Step 13 Click Yes for all messages.
Step 14 Click Close.
Prevalidation Changes in Configuration Manager
After you change the system deployment type to Packaged CCE-PAC-M1, you lose access to most Unified
CCE Configuration Manager tools. For this reason, you must access Configuration before you change
deployment type modify the Network VRU labels.
Modify Network VRU Labels
The base configuration contains six Network VRU labels.
If those labels are not what the customer requires, follow these steps to change the Network VRU Labels in
Unified CCE Configuration Manager before you set the deployment type to Packaged CCE.
Important
If the customer requires Network VRU Labels for the CVP routing clients that begin with numbers other
than 777, then you must match the first three digits of their CVP_PG Network VRU Labels to the value
in the Configure Dialed Number Patterns, on page 90 for the Network VRU Label and to the incoming
called-number for the VRU leg, as set in the Configure Cisco IOS Enterprise Voice Gateway, on page
92.
Procedure
Step 1
Step 2
In Unified CCE Configuration Manager, access Network VRU labels.
Modify the labels according to the customer's routing patterns.
Set Deployment Type and Run System Validation
Sign In and Select Deployment Type
After you have completed installation and configuration, sign in to Packaged CCE to select the Packaged
CCE deployment type.
To sign in and select the deployment type:
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Final Tasks
Set Deployment Type and Run System Validation
1 Point to https://<IP Address>/cceadmin/Container.jsp, where <IP Address> is the address of either CCE
data server (the one on Side A or the one on Side B).
2 At the sign in page, enter the Active Directory username and password.
This opens the Configure Deployment page, showing the default deployment type of Not Specified.
3 Select Packaged CCE: CCE-PAC-M1 from the drop-down.
This launches the VM Validation process to ensure that the deployment is in conformance with the required
virtual machine specifications, capacity limits, and system validation rules.
4 Enter fields for the IP address and the Username and Password for the Side A and Side B VMware hosts.
5 Click Save.
Validation Results
After a successful validation, you see a Congratulations message.
If the Host (or IP address), Username, or Password entries were invalid, you see a Could Not Connect message.
If either the server or any of the VMs do not meet requirements, you see a message indicating connection
problems. This message has a link to a log file. Open this file to see whether the servers are valid and whether
all VMs match the deployment profiles.
Sample log file showing summary of invalid results
VM Validation Results: Wed Jun 20 08:05:36 EDT 2012
Overall: false
Valid Systems: 0 of 1
Summary:
ESX Server: sideB
ESX Server Properties Valid: true
VM Layout Valid: false.
The information at the top of the log is a summary of the results. This log shows that the server is valid but
the VM layout is not.
Sample log showing invalid server
This shows that the server does not have the required number of CPU Cores.
Server Result:
Required Version: 5.0.0
Required Min CPU Cores: 20
Required Min Memory (MB): 95000
Required HD(s) (GB): [1392, 1949, 273]
Required Bios <Major version>: C260
Required Vendor: Cisco Systems Inc
Found Version: 5.0.0
Found CPU Cores: 10
Found Memory (MB): 98185
Found HD(s) (GB): [1392, 273, 1949]
Found Bios: C260.1.4.2b.0.102620111637
Found Vendor: Cisco Systems Inc
Sample log showing valid VM
Virtual Machines Matching Defined Profiles:
VM: BB-CCE-DataSvr-A
Profile: Unified CCE Data Server
OS: Microsoft Windows Server 2008 R2 (64-bit)
CPU Cores: 4
Reservation: 5100
RAM (MB): 8192
HD(s) (GB): [80, 750]
VMWare Tools Version: 8384
Invalid VMs
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Final Tasks
Deployment Types
There are three log entries for invalid VMs:
• Required Profiles without Matching Virtual Machines
This means system does not have VMs present that match our requirements.
• Optional Profiles without Matching Virtual Machines
This means that the CVP Reporting profile, which is defined as optional, does not exist on the system.
This does not block validation.
• Virtual Machines without Matching Profiles
This means the system has VMs that do not match requirements. They might be extra VMs or
incorrectly-configured VMs.
Capacity and Validation Rules Pages in the User Interface
Two screens in the user interface, both accessed by tabs on the Home menu, show additional system information,
with indicator for what you must address:
Capacity Info shows the maximum capacity that Packaged CCE supports, whether your system is within
those limits, and what percentage of the maximum is currently used. For example, if the maximum capacity
is 100 reason codes and your system has 300, the capacity indicator will be red.
System Validation shows the software specifications for which Packaged CCE has been qualified and whether
your system conforms to those rules. For example, if exactly 9 ECC Variables are required for CVP and your
system has 8 or 10, the Is Valid indicator will be red.
Validation for Other System Types
For Packaged CCE: CCE-PAC-M1 Lab Only, the same Capacity Info and System Validation checks apply.
There is no VM Validation for these lab systems.
For all other deployment types, no VM validation, Capacity Info, or System Validation takes place.
Deployment Types
The Deployment Type drop-down menu on the Packaged CCE Configure Deployment screen offers 14 options.
The two options appropriate for Packaged CCE are Packaged CCE: CCE-PAC-M1 and Packaged CCE:
CCE-PAC-M1 Lab Only.
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Final Tasks
Configuration Manager Changes for Unified CCE
Deployment Type
Validation
Notes
Packaged CCE: CCE-PAC-M1
Capacity check for full call
capacity (8 cps / 1000 agents)
Requires duplexed servers.
Select this option if you want a
system that runs at production-level
Validation of all VMs (CCE, CVP, call capacity.
CUIC, UCM, Finesse)
System validation
The production option enables full
call capacity (8 cps / 1000 agents)
and checks hardware and all VMs
footprint (CCE, CVP, CUIC,
UCM, Finesse).
Packaged CCE: CCE-PAC-M1 Lab Capacity check
Only
System validation
No VM Validation
Allows installation on any
hardware.
Select this option for demo
systems.
The lab only option reduces the call
capacity of the system to 1 CPS
and allows a maximum of 50
agents.
All other types
No validation
—
Configuration Manager Changes for Unified CCE
After you run the base configuration using ICMDBA and have changed the deployment type, you must perform
the tasks listed here in Cisco Unified CCE Configuration Manager.
If you are using an Administration Server and Real-time Data Server system or an Administration Client
system, double-click the Unified CCE Tools icon on the desktop, and then choose Administration Tools.
• Create Agent Targeting Rule
• Configure CallTypes.
• Configure Dialed Numbers.
• Configure routing in Script Editor and schedule for the Call Type.
• Configure routing and administrative scripts.
Make a Call
1 Start up all Unified CCE services if they are not set to Auto Start.
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Final Tasks
Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script
2 Create agents, a skill group, a call type, a dialed number, and a Network VRU script in Unified CCE
Administration. See Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script,
on page 137
3 Use Script Editor to create a script. Create a Script, on page 138
4 Log in to Call from Finesse, on page 139
For calls to run successfully:
You must create two phones for the two agents you
will use in Cisco Finesse.
See Add Phones, on page 109.
You must edit the Application User to add those two See Configure Application User, on page 104.
phones.
These values must match:
• The Network VRU Labels that you changed
when you made Prevalidation Changes in
Configuration Manager, on page 133.
• The value for the Network VRU Label
configured for CVP in this procedure: Configure
Dialed Number Patterns, on page 90.
• The incoming called-number for the VRU leg,
as set in Configure Cisco IOS Enterprise Voice
Gateway, on page 92.
#Configure VXML leg where the incoming
called-number matches the Network
VRU Label
dial-peer voice 9999 voip
description Used for VRU leg
service bootstrap
incoming called-number 777T
dtmf-relay rtp-nte dtmf-relay rtp-nte
voice-class codec 1
no vad
The value configured in Unified CM Administration See Validate Clusterwide Domain Configuration, on
Clusterwide Domain Configuration must match the page 102 and Configure SIP Server Group, on page
Server Group name in Unified CVP Server Groups 89
The CTI route point must be added to pguser.
See Configure CTI Route Point, on page 104
Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script
To run a call, you must set up at least two agents, one skill group, a call type, and a dialed number in Unified
CCE Administration.
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Final Tasks
Create a Script
Procedure
Step 1
Step 2
Step 3
Point a browser to the URL https://<IP Address>/cceadmin, where <IP Address> is the address of either CCE
data server.
Sign in using your Active Directory username and password.
From the menu, select Manage > Agent > Agents. Then create two agents.
Step 4
From the menu, select Manage > Agent > Skill Groups. Then create a Skill Group.
Step 5
From the menu, select Manage > Call > Call Type. Then create a Call Type.
Step 6
From the menu, select Manage > Call > Dialed Numbers. Then create a Dialed Number String of the routing
type Internal Voice.
From the menu, select Manage > Call > Network VRU Scripts. Then create a Network VRU Script.
Step 7
a) Enter a Name of your choice.
b) For VRU Script Name, enter the script using the VRU script name parameters; for example:
PM,CCAM_PM.wav,A,CVP, which represents PlayMedia, wav file name, Application, CVP.
c) Keep the defaults in the other fields.
Create a Script
Procedure
Step 1
Step 2
Open either CCE Data Server.
Navigate to Unified CCE Administration Tools > Script Editor.
Step 3
Step 4
From the Start node > Run Ext. Script > Queue to Skill Group.
Schedule the script.
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Final Tasks
Add Agent Targeting Rule
Add Agent Targeting Rule
To run a call, you must create an Agent Targeting Rule.
Procedure
Step 1
From either CCE Data Server, navigate to Unified CCE Administration Manager > Configuration Manager.
Step 2
Select Tools > List Tools > Agent Targeting Rule.
Step 3
Click Retrieve. Then click Add.
Step 4
In the Attributes dialog box:
a) Name the rule
b) For Peripheral, select CUCM_PG_1.
c) For Rule type, select Agent Extension.
d) In the Routing client panel, select all four CVP clients—the two CVP_PGs on Side A and the two CVP_PGs
on Side B.
e) In the Extension Ranges panel, click Add to enter the Low and High extensions for the agents. Then click
OK.
Step 5
Click Save.
Call from Finesse
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Point your browser to Cisco Finesse.
Log in as Agent 1, using the ID, password, and phone extension of one of the agents you added.
Set the state for Agent 1 to Ready.
Log in as Agent 2: using the ID, password, and phone extension of the other agent you added.
Set the state for Agent 2 to Ready.
As Agent 2, make a call, using the dialed number you configured.
Agent 1 should receive the call.
Install Language Pack
If a customer requires a language instead of the default (English), you can download the Packaged CCE
Language Pack executable from the Unified Contact Center Download Software page.
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Collation and Locale Settings for Localization
Install Language Pack
Install the Language Pack on both CCE Data Servers (Side A and Side B) and on any external HDS systems.
Once the Language Pack is installed, the Unified Web Administration Sign-In page has a language drop-down
menu that lists all available languages. Select a language to display the user interface and the online help in
that language.
Important
Install at off-peak hours. The CCE Data Servers and external HDS systems are not usable during the
installation of the Language Pack.
UnInstall Language Pack
The customer can uninstall the Language Pack from Windows Control Panel > Programs and Features >
Uninstall or change a program.
Collation and Locale Settings for Localization
Microsoft SQL Server Collation Settings for Languages
This table shows the languages supported by Packaged CCE and the SQL Server Collation setting for each.
You must select a collation when you install Microsoft SQL Server 2008 R2, and it must be the collation that
maps to the customer's language display.
Remember
If your initial collation selection is incorrect, the customer will need to uninstall Microsoft SQL Server
and reinstall it with the correct collation configuration.
Windows Language
SQL Server Collation Setting
English
Latin1_General
Danish
Dutch
French
German
Italian
Portuguese (Brazil)
Spanish (Spain)
Swedish
Russian
Cyrillic General
Chinese (China)
Chinese_PRC
Chinese (Taiwan)
Chinese_Taiwan_Stroke
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Windows Language
SQL Server Collation Setting
Korean
Korean_Wansung
Japanese
Japanese
Windows System Locale
The Windows system locale must match the display language; otherwise some characters will appear incorrectly
in the user interface and will be saved incorrectly to the database. For example, if the system locale is English
and users are working in Spanish, characters such as the acute a will not appear correctly.
Perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems.
1 Open Control Panel > Region and Language.
2 Click the Administrative tab.
3 Under Language for non-Unicode programs, click Change System Locale.
4 Select the language and click OK.
5 Click the Format tab.
6 Under Format, match the language you selected in Step 4.
7 Restart the virtual machine.
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Collation and Locale Settings for Localization
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CHAPTER
12
Appendix
• Release 9.0 Base Configuration Updates, page 143
• Configure RAID for the C240 MS3 TRC#1, page 149
• Configure RAID for C260 M2 TRC#1, page 150
• Automation Spreadsheet Entry Form, page 152
• Install and Configure External AW-HDS-DDS, page 164
• Network Configuration and QoS, page 167
• Simple Network Management Protocol, page 167
• Virtualization for Packaged CCE, page 168
Release 9.0 Base Configuration Updates
This topic lists base configuration file updates subsequent to the initial base configuration of Release 9.0(1).
If you have an older base configuration, you need to apply the missing configuration items manually before
upgrading to a later version. For example, if you upgrade from Release 9.0(1) to Release 9.0(4), you need to
manually update the Release 9.0(2) and Release 9.0(3) base configuration changes. To update manually,
change deployment type from Packaged CCE so that you can access the appropriate Configuration Manager
tools.
Note
Installing the latest base configuration will delete existing configuration information.
Release 9.0(2) Base Configuration Changes
Expanded Call Variables--- Delete these two ECC variables and re-add them with the following parameter
changes:
1 Name = user.microapp.ToExtVXML
• Maximum length = 60
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Release 9.0 Base Configuration Updates
• Array = checked
• Maximum array size = 4
2 Name = user.microapp.FromExtVXML
• Maximum length = 60
• Array = checked
• Maximum array size = 4
Release 9.0(3) Base Configuration Changes
Enterprise Route and Enterprise Skill Groups: remove all.
Label --- add the following label:
• Label = 6661111000
• Label type = Normal
• Target Type (filter)= Network_VRU
• Network target = CVP_Network_VRU
• Customer = <None>
Media Routing Domain --- add four media routing domains as follows:
1 Name = Cisco_BC
• Media Class = CIM_BC
• Task life = 300
• Task start timeout = 30
• Task Max Duration = 28800
• Calls in Queue Max = 50
• Calls in Queue Max per call type = 50
• Calls in Queue Max time in queue = 28800
• Service level threshold = 30
• Service level type = Ignore abandoned calls
• Interruptible = checked
2 Name = Cisco_EIM
• Media Class = CIM_EIM
• Task life = 300
• Task start timeout = 30
• Task Max Duration = 28800
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Release 9.0 Base Configuration Updates
• Calls in Queue Max = 50
• Calls in Queue Max per call type = 50
• Calls in Queue Max time in queue = 28800
• Service level threshold = 30
• Service level type = Ignore abandoned calls
• Interruptible = checked
3 Name = Cisco_EIM_Outbound
• Media Class = CIM_EIM_Outbound
• Task life = 300
• Task start timeout = 30
• Task Max Duration = 28800
• Calls in Queue Max = 50
• Calls in Queue Max per call type = 50
• Calls in Queue Max time in queue = 28800
• Service level threshold = 30
• Service level type = Ignore abandoned calls
• Interruptible = checked
4 Name = Cisco_WIM
• Media Class = CIM_WIM
• Task life = 300
• Task start timeout = 30
• Task Max Duration = 28800
• Calls in Queue Max = 50
• Calls in Queue Max per call type = 50
• Calls in Queue Max time in queue = 28800
• Service level threshold = 30
• Service level type = Ignore abandoned calls
• Interruptible = checked
Network Trunk Group --- add this Network Trunk Group:
• Name = GENERIC
• Description = null
Trunk Group --- add these12 Trunk Groups to Network Trunk Group GENERIC.
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Release 9.0 Base Configuration Updates
1 Peripheral = CVP_PG_1A
• Peripheral number = 100
• Peripheral Name = 100
• Name = CVP_PG_1A.100
• Trunk count = 0
2 Peripheral = CVP_PG_1A
• Peripheral number = 200
• Peripheral name = 200
• Name = CVP_PG_1A.200
• Peripheral ID = 5001
• Trunk count = 0
3 Peripheral = CVP_PG_1A
• Peripheral number = 300
• Peripheral name = 300
• Name = CVP_PG_1A.300
• Trunk count = 0
4 Peripheral = CVP_PG_1B
• Peripheral number = 100
• Peripheral name = 100
• Name = CVP_PG_1B.100
• Trunk count = 0
5 Peripheral = CVP_PG_1B
• Peripheral number = 200
• Peripheral name = 200
• Name = CVP_PG_1B.200
• Trunk count = 0
6 Peripheral = CVP_PG_1B
• Peripheral number = 300
• Peripheral name = 300
• Name = CVP_PG_1B.300
• Trunk count = 0
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Release 9.0 Base Configuration Updates
7 Peripheral = CVP_PG_2A
• Peripheral number = 100
• Peripheral name = 100
• Name = CVP_PG_2A.100
• Trunk count = 0
8 Peripheral = CVP_PG_2A
• Peripheral number = 200
• Peripheral name = 200
• Name = CVP_PG_2A.200
• Trunk count = 0
9 Peripheral = CVP_PG_2A
• Peripheral number = 300
• Peripheral name = 300
• Name = CVP_PG_2A.300
• Trunk count = 0
10 Peripheral = CVP_PG_1B
• Peripheral number = 100
• Peripheral name = 100
• Name = CVP_PG_2B.100
• Trunk count = 0
11 Peripheral = CVP_PG_1B
• Peripheral number = 200
• Peripheral name = 200
• Name = CVP_PG_2B.200
• Trunk count = 0
12 Peripheral = CVP_PG_1B
• Peripheral number = 300
• Peripheral name = 300
• Name = CVP_PG_2B.300
• Trunk count = 0
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Release 9.0 Base Configuration Updates
Release 9.0(4) Base Configuration Changes
Agent Targeting Rule --- add this rule:
Name = AgentExtensions
• Peripheral = CUCM_PG_1
• Rule type = Agent Extension
• Translation route id = <None>
• Agent extension prefix = null
• Agent extension length = 1
• Routing client:
• CUCM_PG_1
• CVP_PG_1A
• CVP_PG_1B
• CVP_PG_2A
• CVP_PG_2B
• Outbound
• Multichannel
• Extension ranges Low - High:
◦000---999
◦0000---9999
◦00000---99999
◦000000---999999
◦0000000---9999999
◦00000000---99999999
◦000000000---999999999
◦000000000---9999999999
Label---Change the Label attribute to 7777777777 for Routing Clients CVP_PG_1A, CVP_PG1B,
CVP_PG_2A, and CVP_PG2B.
Media Routing Domain---Change 3 of the Media Routing Domains added in 9.0(3) as follows:
1 Name = Cisco_BC
• Change Interruptible to unnchecked.
2 Name = Cisco_EIM
• Change Calls in Queue Max to15000.
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Configure RAID for the C240 MS3 TRC#1
3 Name = Cisco_WIM
• Change Calls in Queue Max to 5000.
Configure RAID for the C240 MS3 TRC#1
For each array created using this procedure, use the following settings:
• Stripe size: 128KB
• Read Policy: Read Ahead Always
• Write Policy: Write Back with BBU
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Power on the server, making sure that Quiet Boot is disabled in BIOS.
Press Ctrl-H during the initial startup sequence to enter the MegaRAID BIOS configuration utility.
Click Start.
Select Configuration Wizard on the left panel. Click New Configuration. Then click Next.
At the prompt to clear the configuration, click Yes.
Select Manual Configuration. Then click Next.
On the next screen, in the left panel, add the first eight drives to create Drive Group0 as follows:
a) Select drives 1 - 8.
b) Click Add to Array.
c) Click Accept DG.
Step 8
Add the remaining eight drives to create Drive Group1 as follows:
a) On the left panel, select drives 9 - 16.
b) Click Add to Array.
c) Click Accept DG.
d) Click Next to accept the Drive Group.
Step 9
Add Drive Group0 to a span as follows:
a) Select Drive Group0.
b) Click Add to Span.
c) Click Next.
Step 10 Configure RAID for Drive Group0 as follows:
a) For RAID Level, select RAID 5.
b) For Stripe Size, select 128KB.
c) For Read Policy, select read ahead = always.
d) For Write Policy, select write back with bbu.
e) Click Update Size to finalize the RAID volume and to determine the size of the resulting volume. It
resolves to 1.903TB
f) Click Accept to accept the virtual drive definition, VD0.
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Configure RAID for C260 M2 TRC#1
g) Click Next.
h) Click Back to add the second RAID 5 array.
Step 11 Click Back to add the second RAID 5 array as follows:
a) Select Drive Group1.
b) Click Add to Span.
c) Click Next.
Step 12 At the RAID Selection screen:
a) For RAID Level, select RAID 5.
b) For Strip Size, select 128KB.
c) For Read Policy, select read ahead = always.
d) For Write Policy, select write back with bbu.
e) Click Update Size. The size resolves to 1.903TB
f) Click Accept to accept the virtual drive definition, VD1.
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Click Yes at the BBU warning screen.
Click Next at the Virtual Live Definition screen to indicate that you have finished defining virtual drives.
Click Accept at the Configuration Preview screen to accept the RAID configuration.
Click Yes to save the configuration.
Click Yes to start drive configuration.
Click Home to exit the Wizard when both drives report their status as Optimal.
Click Exit.
After RAID configuration is complete on the drives, the system may try to initialize (format) the new RAID
array. When this happens, the current initialization progress can be seen from the Web BIOS screen. Wait for
the background initialization to complete before proceeding with any of the subsequent server configuration
steps such as installing ESXi.
You can check background initialization progress on either the Web BIOS Home screen or Virtual Drives
screen.
Configure RAID for C260 M2 TRC#1
For each array created using this procedure, use the following settings:
• Stripe size: 128KB
• Read Policy: Read Ahead Always
• Write Policy: Write Back with BBU
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Configure RAID for C260 M2 TRC#1
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Power on the ESXi server.
Press Ctrl-H during the initial startup sequence to enter the Adapter Selection screen for RAID BIOS
configuration utility.
Click Start to launch the RAID BIOS Config Utility.
At the page to pick the appropriate configuration type, select the button for New Configuration. Then click
Next.
At the page to select the configuration method, select the button for Manual Configuration. Make sure the
Redundancy drop-down list shown Redundancy when possible. Then click Next.
On the Drive Group Definition page, on the left panel, select Slot 1 and Slot 2.
a) Click Add to Array. This moves them to the Drive Groups panel.
b) Click Accept DG.
This creates Drive Group 0.
Step 7
On the left panel, select the next 8 slots.
a) Click Add to Array. This moves them to the Drive Groups panel.
b) Click Accept DG.
This creates Drive Group 1.
Step 8
On the left panel, select the last 6 slots.
a) Click Add to Array. This moves them to the Drive Groups panel.
b) Click Accept DG.
This creates Drive Group 2.
c) Click Next to advance to the Span Definition page.
While you create the Drive Groups, if you see a message asking if you are sure you want to select Write Back
with BBU mode, click Yes. You have now created three Drive Groups. You now create virtual drives using
these Drive Groups.
On the Span Definition page, select Drive Group 0.
a) Click Add to Span.
b) Click Next to open the Virtual Drive Definition screen.
c) On the Virtual Drive Definition page for Drive Group 0, change only the Select Size field.
In Select Size, enter 278.464 GB, making sure to type the digits at the far left of the field (leaving no
spaces before the 2). Then click Accept.
d) Click Back to return to the Span Definition page.
Step 9
Step 10 On the Span Definition page, select the second Drive Group.
a) Click Add to Span.
b) Click Next to open the Virtual Drive Definition screen.
c) Change the RAID level from RAID 1 to RAID 5.
d) For Select Size, enter 1.903 TB.
e) Click Accept.
f) Click Back to return to the Span Definition page.
Step 11 On the Span Definition page, select the final Drive Group.
a) Click Add to Span.
b) Click Next to open the Virtual Drive Definition screen.
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Automation Spreadsheet Entry Form
c)
d)
e)
f)
Change the RAID level from RAID 1 to RAID 5.
For Select Size, enter 1.359 TB.
Click Accept.
Click Back to return to the Span Definition page.
Step 12 On the Virtual Drives screen, verify that the Virtual Drives panel shows RAID 1 9278.454GB), RAID 5 (1.903
TB) and RAID 5 (1.358 TB). Then click Go.
Automation Spreadsheet Entry Form
Use this checklist to enter values for each automation.
Column
Row
Value
VM_TYPE
UCCE_CallServer_SideA
_______________________
UCCE_CallData_SideA
______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
OS_TYPE
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Automation Spreadsheet Entry Form
CREATEVM
SOURCE_HOST_IP
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
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Automation Spreadsheet Entry Form
SOURCE_DATASTORE_NAME
GOLDEN_TEMPLATE_NAME
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
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Automation Spreadsheet Entry Form
NEW_VM_NAME
DEST_HOST_IP
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
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Automation Spreadsheet Entry Form
DEST_DATASTORE_NAME
PRODUCT_VERSION
COMPUTER_NAME
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
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Automation Spreadsheet Entry Form
WORK_GROUP
WORK_GROUP_NAME
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
_______________________
_______________________
_______________________
DOMAIN_NAME
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
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Appendix
Automation Spreadsheet Entry Form
TIME_ZONE_LINUX_AREA
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
TIME_ZONE_LINUX_LOCATION CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
TIME_ZONE_WINDOWS
DOMAIN_USER
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Appendix
Automation Spreadsheet Entry Form
DOMAIN_PASSWORD
PRODUCT_KEY
OWNER_NAME
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
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Appendix
Automation Spreadsheet Entry Form
ORGANIZATION_NAME
ORGANIZATION_UNIT
ORGANIZATION_LOCATION
ORGANIZATION_STATE
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
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Automation Spreadsheet Entry Form
ORGANIZATION_COUNTRY
NTP_SERVER
NIC_NUM
IP_ADDRESS_NIC1
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
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Appendix
Automation Spreadsheet Entry Form
SUB_NET_MASK_NIC1
DEFAULT_GATEWAY_NIC1
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
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Automation Spreadsheet Entry Form
DNS_IP_NIC1
DNS_ALTERNATE_NIC1
IP_ADDRESS_NIC2
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_Call/VXML_1_SideA
_______________________
CVP_Call/VXML_2_SideA
_______________________
CVP_OAMP_SideA
_______________________
CUCM_Pub_SideA
_______________________
CUCM_Sub_SideA
_______________________
CUCM_Sub_SideB
_______________________
CUIC_PUB_SideA
_______________________
CUIC_SUB_SideB
_______________________
FINESSE_PUB
_______________________
FINESSE_SUB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
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Install and Configure External AW-HDS-DDS
SUB_NET_MASK_NIC2
DEFAULT_GATEWAY_NIC2
DNS_IP_NIC2
DNS_ALTERNATE_NIC1
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
UCCE_CallServer_SideA
_______________________
UCCE_DataServer_SideA
_______________________
UCCE_CallServer_SideB
_______________________
UCCE_DataServer_SideB
_______________________
Install and Configure External AW-HDS-DDS
The default deployment pulls data from the Logger database on the CCE Data Server, where Real-time,
Historical and Call Detail Data are stored. Retention is 400 days for historical data and 40 days for Call Detail
data.
If you need a longer retention period, you have the option to install the Administration Server, Real Time and
Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate, external servers.
Each external server is configured as Central Controller Side A Preferred or Central Controller Side B
Preferred.
Requirement for the External Server
Refer to the Cisco Unified Contact Center Enterprise Design Guide, Release 10.0(1) at http://www.cisco.com/
en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.htmlfor the requirements
for the external server AW-HDS-DDS.
Installation of the External Server
• Install Windows Server 2008
• Install Anti-virus Software
• Install Microsoft SQL Server
• Install Cisco Contact Center Enterprise, on page 55. To do this, add the machine to the domain. Run
setup.exe from the UCCE Install media. Restart when finished.
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Verify Configuration Manager for External AW-HDS-DDS
Installation of the External Server
• Install Microsoft Windows Server , on page 51.
• Install Antivirus Software, on page 46
• Install Microsoft SQL Server 2008 , on page 52
• Install Cisco Unified Contact Center Enterprise. To do this, add the machine to the domain. Run setup.exe
from the UCCE Install media. Restart when finished.
Configuration of the External Server
Configure the external server as follows:
• Configure SQL Server, on page 68
• Configure the database drive for the amount of data you want to keep.
• Update the Loggers for the Side A and Side B CCE Data Servers to check Enable Historical Detail Data
Replication. See Configure Logger Component in Web Setup, on page 71.
Verify Configuration Manager for External AW-HDS-DDS
Site name values are set by the Base Configuration tool. DO NOT CHANGE THEM.
Follow this procedure to verify that the site names are correct.
Procedure
Step 1
Step 2
Step 3
Navigate to Unified CCE Administration Manager > Configuration Manager.
Click Tools > Explorer Tools > PG Explorer.
Click Retrieve.
Step 4
Select Generic_PG.
Step 5
Select CUCM_PG_1.
Step 6
Click the Agent Distribution tab.
a) Check Enable agent reporting.
b) Verify that these two site names appear in the Agent distribution entries: AW_SideA and AW_SideB and
that Agent real-time data and Agent historical data is enabled (is set to Y) on both.
c) Verify that an external database with the site name CCE-AW-1 appears, with Agent real-time data and
Agent historical data enabled (set to Y).
d) Verify that an external database with the site name CCE-AW-2 appears, with Agent real-time data and
Agent historical data enabled (set to Y).
Step 7
If you intend to report on Agent Not Ready reason codes, also check Agent event detail.
Step 8
Click Save.
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Configure External AW-HDS-DDS
Configure External AW-HDS-DDS
Procedure
Step 1
Step 2
Step 3
Step 4
Open Unified CCE Web Setup.
Choose Component Management > Administration & Data Servers. Click Add.
On the Deployment page, choose the current instance.
On the Add Administration & Data Servers page, configure as follows:
a) Click Enterprise.
b) Click Small to Medium Deployment Size.
c) Click Next.
Step 5
On the Server Role in a Small to Medium Deployment page, choose the option Administration Server
Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS). Click Next.
On the Administration & Data Servers Connectivity page for Side A:
Step 6
a) Click the radio button for Primary Administration & Data Server.
b) In the *Secondary Administration & Data Server field, enter the hostname for the server.
c) In the *Primary Administration & Data Server field, enter the hostname for the server.
d) In the *Primary/Secondary Pair (Site) Name field, enter CCE-AW-1.
e) Click Next.
OR, on the Administration & Data Servers Connectivity page for Side B:
a) Click the radio button for Primary Administration & Data Server.
For Packaged CCE, all AW-HDS-DDSs are primary.
b)
c)
d)
e)
In the *Secondary Administration & Data Server field, enter the hostname for the server.
In the *Primary Administration & Data Server field, enter the hostname for the server.
In the *Primary/Secondary Pair (Site) Name field, enter CCE-AW-2.
Click Next.
Step 7
On the Database and Options page, configure as follows:
a) In the Create Database(s) on Drive field, choose C.
b) DO NOT click the Agent Re-skilling web tool. Packaged CCE does not support this tool. Supervisors
reskill agents in the User Interface, on the Agent tool.
c) Click Internet script editor.
d) Click Next.
Step 8
On the Central Controller Connectivity page, configure as follows:
a) For Router Side A, enter the IP Address of the Unified CCE Call Server A.
b) For Router Side B, enter the IP Address of the Unified CCE Call Server B.
c) For Logger Side A, enter the IP Address of the Unified CCE Data Server A.
d) For Logger Side B, enter the IP Address of the Unified CCE Data Server B.
e) Enter the Central Controller Domain Name.
f) Click Central Controller Side A Preferred or Central Controller Side B Preferred .
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Create HDS Database for External AW-HDS-DDS
g) Click Next.
Step 9
Review the Summary page, and then click Finish.
Create HDS Database for External AW-HDS-DDS
Create the HDS database using ICMDBA.
Procedure
Step 1
Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
Step 2
Step 3
Expand the instance tree view until you can see the database under Administration & Data Server.
Step 4
From the menu, select Database > Create. Then click Add.
Step 5
Click the Data radio button, select the second disk drive, and enter the desired HDS size. Click OK.
Step 6
Click the Log radio button, select the second disk drive, and enter the desired log size. Click OK.
Step 7
Click Create.
Step 8
Configure autogrowth.
Select Administration & Data Server.
Network Configuration and QoS
Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS
considerations section in the Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/
en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
Simple Network Management Protocol
Simple Network Management Protocol (SNMP) facilitates the exchange of management information among
network devices so that administrators can manage network performance and solve network problems. SNMP
community strings, users, and network destinations are configured in Cisco Unified Serviceability.
Unified Serviceability is one of the tools that open from the Navigation drop-down in Cisco Unified
Communications Solutions tools. You can also access Unified Serviceability by entering
http://x.x.x.x/ccmservice/, where x.x.x.x is the IP address of the publisher.
Community Strings
The SNMP agent uses community strings to provide security. You must configure community strings to access
any management information base (MIB). Add new community strings in the Cisco Serviceability
Administration interface.
A community string is configured with:
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Virtualization for Packaged CCE
• a server
• a name of up to 32 characters
• a setting to accept SNMP packets from any host or from specified hosts
• access privileges (readonly, readwrite, readwritenotify, notifyonly, readnotifyonly, and none)
• a setting to apply the community string to all nodes in the cluster
Notification Destinations
Add notification destinations for delivery of SNMP notification events when events occur. Add and maintain
notification destinations in the Cisco Serviceability Administration interface.
A notification destination is configured with:
• a server
• the host IP addresses of the trap destination
• a port number
• the SNMP version (V1 or V2c)
• the community string name to be used in the notification messages that the host generates
• the notification type
• a setting to apply to the notification destination configuration to all nodes in the cluster
Virtualization for Packaged CCE
VMware Feature Support
The list below designates which VMware features can be supported by Packaged CCE while in production
under load due to the known or unpredictable behavior they may have on the applications. Many of the
VMware features that cannot be supported in production can be used within a customer's planned maintenance
downtime, where any interruption will not impact business operations. Some unsupported features will by
their function cause violation of the Packaged CCE validation rules.
VMwareFeature
Packaged CCE Support in Production?
VM Templates (OVAs)
Yes
Copy Virtual Machine
No
Restart Virtual Machine on Different ESXi Host
No
Resize Virtual Machine
No
VMware Hot Add
No
Multiple Physical NICs and vNICs
Yes
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Virtualization for Packaged CCE
VMwareFeature
Packaged CCE Support in Production?
VMware High Availability (HA)
No
VMware Site Recovery Manager (SRM)
No
VMware vMotion
No
VMware Dynamic Resource Scheduler (DRS)
No
VMware Dynamic Power Management
No
Long Distance vMotion
No
VMware Storage vMotion
No
VMware Update Manager (VUM)
No
VMware Consolidated Backup (VCB)
No
VMware Data Recovery (DR, VDR)
No
VMware Snapshots
No
VMware Fault Tolerance (FT)
No
VMware vCenter Converter
No
VMsafe
No
VMware vShield
No
Note
Virtual Appliance Packaging of UC apps
No
3rd-Party VM-based Backup Tools
No
3rd-Party VM-based Deployment Tools
No
Refer to the Installation and Upgrade Guide
for the Golden Template process. http://
www.cisco.com/en/US/products/ps12586/
prod_installation_guides_list.html
3rd-Party Physical To Virtual (P2V) Migration Tools No
VMware Boot from SAN
No for C240.
All VMware Features Not Listed
No
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Install VMWare ESXi
ESXi Counters
The ESXi server and virtual machines must operated within the limits of these key ESXi performance counters:
Category
Disk
Object
• ESXi
Server
vmhba
ID
Measurement
Units
Description
Performance Indication
and Threshold
Disk Command
Aborts
Number
Number of disk
commands aborted
on this disk in the
period. Disk
command aborts
when the disk
array is taking too
long to respond to
the command.
(Command
timeout)
This counter should be
zero. A non-zero value
indicates storage
performance issue.
Disk Command
Latency
mSec
The average
amount of time
taken for a
command from the
perspective of a
Guest OS. Disk
Command Latency
= Kernel
Command Latency
+ Physical Device
Command
Latency.
24ms latencies or greater
indicates a possible
over-utilized, misbehaving,
or mis-configured disk
array.
Kernel Disk
Command
Latency
mSec
The average time
spent in ESXi
Server VMKernel
per command
Kernel Command Latency
should be very small in
comparison to the Physical
Device Command Latency,
and it should be close to
zero. Kernel Command
Latency can be high, or
even higher than the
Physical Device Command
Latency if there is a lot of
queuing in the ESXi
kernel.
• VM
vmhba
ID
Disk
• ESXi
Server
vmhba
ID
• VM
vmhba
ID
Disk
• ESXi
Server
vmhba
ID
• VM
vmhba
ID
Install VMWare ESXi
Before You Begin
You need to:
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Install VMWare ESXi
• Complete RAID Configuration for Side A and Side B.
• Have configured IP addresses for the management port of the Side A and Side B servers. You use the
port and IP address to access the Cisco Integrated Management Controller (CIMC) utility.
• Have the VMware ISO image and the activation keys.
Procedure
Step 1
Step 2
Use a browser to connect to CIMC Manager using the CIMC IP address.
Log in to CIMC Manager using your administrator user ID and password.
The default user ID is admin; the default password is password.
Step 3
Enable the Virtual Media feature, which enables the server to mount virtual drives:
a) On the CIMC Manager Server tab, click Remote Presence.
b) On the Remote Presence pane, click the Virtual Media tab and check the check box to enable Virtual
Media.
c) Save changes.
Step 4
On the Remote Presence pane, click the Virtual KVM tab and then click Launch KVM Console.
Step 5
Step 6
When the Virtual KVM Console window launches, click the VM tab.
In the Virtual Media Session window, provide the path to the VMware ISO image by clicking Add Image
and navigating to select your VMware ISO file.
Check the check box in the Mapped column for the media that you added, and then wait for mapping to
complete. Observe the progress in the Details pane.
Tip
Click Details to display the Details pane and observe the reading and writing. progress.
Step 7
Step 8
Step 9
When mapping is complete, power on or reboot the server.
Watch during bootup for the F2 prompt, and then press F2 to enter BIOS setup. Wait for the setup utility
screen to appear.
Step 10 On the BIOS setup utility screen, select the Boot Options tab and verify that you see the devices that you just
added listed as bootable devices.
Step 11 Set the hard disk boot order so that the installation-target disk is first:
a) On the Boot Options screen, select Hard Disk Order.
b) On the Hard Disk Order screen, set the installation-target disk to be the first boot option.
Select Boot Option#1 and press Enter, then select the hard drive in the pop-up dialog and press Enter.
c) Press Esc to return to the Boot Options screen.
Step 12 Set the installation-target hard drive to be the first boot option for the server:
a) Select Boot Option#1 and press Enter, then select the hard drive in the pop-up dialog and press Enter.
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Install VMWare ESXi
b) Press Esc to return to the Boot Options screen.
Step 13 Press F10 to save your changes and reboot the server.
Step 14 In the Console window, watch during bootup for the F6 prompt, and then press F6 to enter the Boot Menu.
Step 15 On the Boot Menu screen, select the ISO image that you mounted in Step 6 and then press Enter. The
installation begins when the installation image is booted.
Step 16 Wait until the Welcome to VMware ESXI Installation screen is displayed, and then press Enter to start the
installation process.
Step 17 Follow all prompts in the installation wizard.
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CHAPTER
13
Troubleshooting
• Automation Errors, page 173
• Recover from Pressing Ctrl-Alt-Del During Power-On, page 177
• Rerun Automation, page 177
• Upgrade VMware Tools, page 177
Automation Errors
Table 1: Automation Errors
Error
Computer did not
get added to the
domain
Issue
Resolution
• Domain user does not have
sufficient privilege to add the
computer to the specified
domain.
• Manually add the computer to the required
domain by providing the valid domain
name and credentials.
• Computer cannot reach the
specified domain.
• Ensure that the user has sufficient
privileges to add the computer to the
domain.
• Domain Name provided does not
exist.
• If the computer cannot reach the domain,
manually configure the network.
• Domain user name provided is
incorrect.
• Domain password provided is
incorrect.
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Troubleshooting
Automation Errors
Error
Issue
Computer did not Workgroup Name provided does not
get added to the exist.
work group
Resolution
• Manually add the computer to the required
work group by providing the valid
Workgroup name.
• Ensure that the user has sufficient
privileges to add the computer to the
workgroup.
• If the computer network is not configured,
manually configure it.
Computer Name
Invalid criteria
Computer name should have a minimum of one
and a maximum of 15 characters.
It should not contain special characters other
than hyphen (-).
Domain Name
Invalid criteria
Check that the domain name in the spreadsheet
is not empty and that the format is correct.
Product Key
Invalid criteria
Check that when the product key specified in
the input file meets the specified format. Product
key should have five blocks, each block
containing five alpha-numeric characters.
Computer Name
field
Invalid value or no value
Check for the computer name. If it is not
provided, enter the correct computer name.
Default Gateway
field.
Invalid value or no value
Provide the default gateway in the required
format XXX.XXX.XXX.XXX.
Destination Data
Store Name
Invalid value or no value
The name of the Destination Host Data store in
which the new virtual machine is to be created.
Destination Host
IP
Invalid value or no value
The IP address of the Destination Host in which
the new virtual machine is to be created.
Domain User
Name field
Invalid value or no value
Enter this value if it is not provided.
Domain password Invalid value or no value
field
Enter this value if it is not provided.
DNS Server field Invalid value or no value
Provide the DNS Server in the required format
XXX.XXX.XXX.XXX.
Alternate DNS
Provide the IP address in the required format
XXX.XXX.XXX.XXX.
Invalid value
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Troubleshooting
Automation Errors
Error
Issue
Resolution
IP Address field
Invalid value or no value
Provide the IP address in the required format
XXX.XXX.XXX.XXX.
Golden Template Invalid value or no value
Name
The name of the golden template from which
the customer machine is to be cloned.
Organization
Name field
Invalid value or no value
Enter this value if it is not provided.
Num NICs
Invalid value or no value
Provide the number of NICs required based on
the host golden template.
NIC Mapping
mismatch
This error occurs when the wrong
number of network adapters are
configured in the VM before you
convert it to a golden template. VM
deployment will not be successful if
the number of NICs in the template
and its corresponding customization
file do not match.
Configure the correct number of network
adapters.
Owner Name field Invalid value or no value.
(Applicable for
Administrator and Guest are invalid
Windows only)
values.
Enter this value if it is not provided.
Organization
Name field
Invalid value or no value
Enter this value if it is not provided.
Organization
Location field
Invalid value or no value
Enter this value if it is not provided.
Organization State Invalid value or no value
field
Enter this value if it is not provided.
Organization
Country field
Invalid value or no value
Enter this value if it is not provided.
Product key field Invalid value or no value
(Applicable only
for Windows).
Enter this value if it is not provided.
Source Data Store Invalid value or no value
Name field
The name of the Source DataStore which
contains the golden template to be used.
Source Host IP
field
The IP address of the Source Host that contains
the golden template to be used.
Invalid value or no value
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Troubleshooting
Automation Errors
Error
Issue
Subnet mask field Invalid value or no value
Provide the subnet mask in the required format
XXX.XXX.XXX.XXX.
Time Zone Linux Invalid value or no value
Area field
(Applicable for
Linux only)
Provide and check the Time Zone area for Linux
systems.
Time Zone Linux Invalid value or no value
Location"field
(Applicable for
Linux only)
Provide and check the Time Zone location for
Linux systems
Time Zone
Windows
(Applicable for
Windows only)
Invalid value or no value
Provide and check the Time Zone area for
Windows system
Windows is not
activated
The product key provided is not valid.
Windows is not
activated
The computer cannot connect to the
Internet for activating.
Windows is not
activated
Computer is not able to connect to
Microsoft product key activation
server due to firewall issues.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
176
Resolution
1 Open the command prompt and run the
command slmgr /ipk <product key>.
2 Open the command prompt and run the
command slmgr - dlv and check if product
key is successfully installed.
3 Run the command slmgr - ato to activate the
product key.
1 Manually configure the network to connect
the computer to internet.
2 Open the command prompt and run the
command slmgr - dlv and check if product
key is successfully installed.
3 Run the command slmgr - ato to activate the
product key
1 Add the proxy in the LAN settings to connect
to Microsoft key activation server.
2 Open the command prompt and run the
command slmgr - dlv and check if product
key is successfully installed.
3 Run the command slmgr - ato to activate the
product key.
Troubleshooting
Recover from Pressing Ctrl-Alt-Del During Power-On
Recover from Pressing Ctrl-Alt-Del During Power-On
Powering on the virtual machine for the first time (See Validate Network Adapter Settings and Power On,
on page 66) initializes the customization process. Although you are prompted to press Ctrl-Alt-Delete after
powering on, doing do will prevent the customization from taking effect.
DO NOT press Ctrl-Alt-Del.
If you inadvertently press Ctrl-Alt-Del, you have the following option to restore the customization:
Procedure
Step 1
Step 2
Open the archived spreadsheet for the automation.
Go to the CCEPAC1_VMAutomation folder and select the Archive subfolder.
Step 3
Locate the row for the VM whose customization did not process.
Step 4
Enter that data manually for the VM.
Rerun Automation
If you need to delete the VM and rerun the automation script, note the following.
Procedure
Step 1
Step 2
Step 3
While rerunning the script, ensure that NO is selected in the spreadsheet CREATEVM column for all the
VMs that deployed successfully.
Delete the VM by logging in to vCenter using VSphere Client. Select the VM and delete it from the disk.
Ensure that the network configuration provided in the input file is valid before re-running the script.
Upgrade VMware Tools
If the Summary tab for the VM shows this for VMware Tools: A yellow exclamation icon and Running
(Out-of-date), you must upgrade VMware tools.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
177
Troubleshooting
Upgrade VMware Tools
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Select Guest.
Right-click the VM.
Select Install/Upgrade Tools.
Click Interactive Tools Upgrade.
Open the Console.
Log in and enter this cli command: Utils Vmtools upgrade.
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
178
INDEX
A
Active Directory 127
and supervisors 127
configuring 127
adding 117, 126, 127
data sources 117
reporting users 126
super users 127
Administration UI 120, 121
logging in 120
upload license 121
Agent Targeting Rule 139
anti-virus software 7, 46
automation 6, 32, 33, 173, 176, 177
errors 33, 173, 176
rerun 177
rerunning 177
script 32
status report 33
zip file 6
automation script 32
automation spreadsheet 28, 152
entry form 152
values 28
AW data base 72
CCE Call Server (continued)
VM 35
CCE Data Server 21, 36
golden template 21
VM 36
collation 52, 140
community strings 167
configuration settings 92
configuring Unified CM Service 92
configuring 91, 92
locations-based call admission control 91
Unified CM service configuration settings 92
CVP Reporting Server 56
install 56
D
Data Server 72
AW database 72
data sources 117
adding 117
deployment topology 3
deployment types 133, 135
destination servers, VMs on 2
direct install 1
See also install
DNS configuration 49, 64
B
base configuration 131, 132
best practices 120
license 120
E
enable autogrowth 49
ESXi 7
external AW-HDS-DDS 167
C
CAC 91
configuring for locations-based 91
calls 136, 137, 138, 139
CCE Call Server 20, 35
golden template 20
F
failover mechanisms 87
IVR Service 87
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
IN-1
Index
Finesse 23, 139
calls 139
golden template 23
Finesse Primary 39, 59
install 59
VM 39
Finesse Secondary 40
VM 40
G
golden templates 1, 20, 21, 22, 23, 24, 25, 48
CCE Call Server 20
CCE Data Server 21
converting from virtual machines 48
Finesse 23
Unified Communications Manager 25
Unified CVP Call/VXML Server 22
Unified CVP OAMP Server 23
Unified Intelligence Center 24
logger database 70
login 120, 127, 128
for supervisors 127
to the Administration UI 120
to Unified Intelligence Center Reporting 128
M
Microsoft Excel 8
Microsoft SQL Server 7, 9, 52
install 52
license 9
Microsoft Windows Server 7, 9, 51
install 51
license 9
N
network design 13
network trunk groups 133
notification destinations 167
I
ICMDBA 132
install 46, 47, 51, 52, 56, 59, 139
anti-virus software 46
CVP Reporting Server 56
Finesse Primary 59
language pack 139
Microsoft SQL Server 52
Microsoft Windows Server 51
Unified Communications Manager Publisher 59
Unified Intelligence Center 59
VMware tools 47
ISO files 48, 63
mount and unmount 48, 63
mounting 48, 63
IVR Service failover mechanism 87
O
OVA files 10, 43
P
Packaged CCE 135
CCE-PAC-M1 135
CCE-PAC-M1 Lab Only 135
PowerCLI 6, 32
Q
QoS 15, 167
L
language pack 139
license 120, 121
best practices 120
obtaining 120
replication 121
uploading from Administration UI 121
license, Packaged CCE software 9
localization 139, 140
locations-based call admission control, configuring 91
R
registry settings 67
replication 121
of license 121
report templates 116, 118
importing 116
locating 118
reporting users 126
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
IN-2
Index
S
script editor 138
servers 5
SNMP 167
super users 126, 127
adding 127
T
timezones 117
and data sources 117
U
Unified Communications Manager 25
golden template 25
Unified Communications Manager Publisher 38, 59
install 59
VM 38
Unified Communications Manager Subscriber 38
VM 38
Unified CVP 9
license 9
Unified CVP Call/VXML Server 36
VM 36
Unified CVP OAMP Server 23, 37
golden template 23
VM 37
Unified CVP report templates 116, 118
importing 116
obtaining 118
Unified CVP Reporting Server 40
VM 40
Unified CVP reporting users 127
authentication for Unified IC 127
Unified IC reporting users 116
Unified Intelligence Center 9, 24, 117, 120, 126
golden template 24
license 9, 120
data sources 117
Unified Intelligence Center (continued)
license 9, 120
super users 126
Unified Intelligence Center Publisher 39, 59
install 59
VM 39
Unified Intelligence Center Reporting 128
logging in 128
Unified Intelligence Center Subscriber 39
VM 39
V
validation 133
prevalidation 133
vCenter 7
virtual machines 2, 35, 36, 37, 38, 39, 40, 48, 177
CCE Call Server 35
CCE Data Server 36
convert to golden templates 48
Finesse Primary 39
Finesse Secondary 40
on destination servers 2
troubleshoot customization 177
Unified Communications Manager Subscriber 38
Unified Communications Manager Publisher 38
Unified CVP Call/VXML Server 36
Unified CVP OAMP Server 37
Unified CVP Reporting Server 40
Unified Intelligence Center Publisher 39
Unified Intelligence Center Subscriber 39
VMware tools 47, 177
upgrade 177
VRU labels 133
vSphere 13
vSphere client 7
W
WinImage 6
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
IN-3
Index
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
IN-4