Cisco Packaged Contact Center Enterprise Installation and Upgrade
Guide, Release 10.0(1)
First Published: December 12, 2013
Last Modified: July 21, 2014
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CONTENTS
Preface
Preface xiii
Change History xiii
About This Guide xiv
Audience xv
Organization of This Guide xv
Related Documents xv
Field Alerts and Field Notices xvi
Documentation Feedback xvi
Conventions xvi
PART I
CHAPTER 1
Preparation 1
System Requirements 3
Solution Components 4
Hardware Requirements for C Series 5
VMware Hosting 5
Base Configuration and Utility Tools 5
Cisco Systems Contact Center Components 6
Third-Party Software 6
Software Licenses 7
Supported Browsers 9
CHAPTER 2
Prepare Customer Site Servers 11
Configure RAID for the C240 MS3 TRC#1 11
Configure RAID for C260 M2 TRC#1 13
Install VMware vSphere ESXi 14
Add Datastores to the Host Server 14
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Add Customer ESXi Host to the vCenter 14
Run RAID Config Validator Utility 15
NTP and Time Synchronization 15
CHAPTER 3
Network Design Considerations 19
Network Requirements for Cisco UCS C-Series Servers 19
Bandwidth Provisioning and Network QoS Considerations 21
Data Center Switch Configuration for UCS C-Series Server Ethernet Uplinks 21
VMware vSwitch Design for Cisco UCS C-Series Servers 22
Configure the ESXi Host Network for the Virtual Machines 23
Link Speed Considerations 24
Installation: Golden Templates and Direct Installation 25
PART II
Installation scenarios 25
Installation Scenarios 25
CHAPTER 4
Create Golden Templates 27
About Golden Templates 27
Create Golden Templates 28
Create a Golden Template for the Cisco Unified Contact Center Enterprise Call
Server 28
Create a Golden Template for the Cisco Unified Contact Center Enterprise Data
Server 28
Create Golden Templates for the Cisco Unified Customer Voice Portal Servers 29
Create Golden Template for Cisco Unified CVP Reporting Server 29
Create a Golden Template for Cisco Unified Communications Manager 30
Create a Golden Template for Cisco Finesse 30
Create a Golden Template for Cisco Unified Intelligence Center 31
CHAPTER 5
Deploy Golden Templates at Customer Site 33
Host Permissions 33
Automation Tools 33
Complete Automation Spreadsheet for Export 34
Run Automation Script for Export 35
Transport to Customer 36
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Ensure Readiness of Customer Site 36
Complete the Spreadsheet for Import 36
Run Automation Script for Import 40
CHAPTER 6
Post-import of Golden Templates 43
Post-import Steps for Data Servers 43
Post-import steps for Call Servers 44
Post-import Steps for Cisco Unified Voice Portal 44
Post-import Steps for Cisco Unified Communications Manager 44
Post-import Steps for Cisco Unified Intelligence Center 45
Post-import Steps for Cisco Finesse 45
Post-import procedures 45
Validate Network Adapter Settings and Power On 45
Configure Cisco Diagnostic Framework Portico 46
Configure Unified CCE Encryption Utility 46
Add Domain User 46
Edit Registry Settings and Restart VM 47
Rename and Rebind Network Adapters 48
Run Security Wizard 49
Reset Time Source 49
Copy Files to CVP 50
Configure Unified Communications Manager Publisher 50
Launch Unified Communications Manager Publisher to Add the Subscriber 50
Configure Unified Communications Manager Subscriber 51
Configure Unified Intelligence Center Publisher 51
Acquire License Online 52
Launch Publisher to Add Subscriber 53
Configure Subscriber 53
Configure Cisco Finesse Primary Node 53
Configure Secondary Node 54
Launch the Finesse Administration Console to Configure the Secondary Finesse 54
Password Changes During Customization 55
CHAPTER 7
Direct Installation 57
About Direct Installation 57
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Create VM for Cisco Unified Contact Center Enterprise Call Server 58
Create VM for Cisco Unified Contact Center Enterprise Data Server 58
Create VMs for the Cisco Unified Customer Voice Portal Servers 59
Create VM for Cisco Unified Communications Manager Publisher 59
Create VM for Cisco Unified Communications Manager Subscriber 60
Create VM for Cisco Finesse Primary 60
Create VM for Cisco Finesse Secondary 60
Create VM for Cisco Unified Intelligence Center Publisher 61
Create VM for Cisco Unified Intelligence Center Subscriber 61
Create VM for Cisco Unified CVP Reporting Server 62
CHAPTER 8
Tasks Common to Golden Template and Direct Installations 63
Open Virtualization Files 63
Mount and Unmount ISO Files 63
Create a Virtual Machine from the OVA 64
Configure DNS Server 67
Configure a Database Drive 67
Install Anti-virus Software 67
Update the Java Runtime Environment (Optional) 68
CHAPTER 9
Software Installations for Golden Templates and Direct Installations 69
Install Windows Server 2008 69
Install VMware Tools for VMs on Windows 70
Configure Network Adapters for Call Server and Data Server 70
Run Windows Updates 72
Install Microsoft SQL Server 72
Collation and Locale Settings for Localization 74
Install Cisco Unified Contact Center Enterprise 75
Install Cisco Unified CVP Server 76
Configure Network Adapters for Cisco Unified CVP 76
Install Cisco Unified CVP Reporting Server 77
Install and Configure External AW-HDS-DDS 77
Configure External AW-HDS-DDS 78
Create HDS Database for External AW-HDS-DDS 79
Golden Template Install for VOS-Based Contact Center Applications 79
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Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications 80
Configure the Cluster for Cisco Unified Communications Manager 82
Configure Cisco Unified Communications Manager Service Configuration Settings 82
Install Cisco Unified Communications Manager Publisher 82
Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications
83
Configure the Cluster for Cisco Unified Intelligence Center 84
Configure the Cluster for Cisco Finesse 85
PART III
CHAPTER 10
Configuration 87
Cisco Unified CCE Data Server 89
Configure SQL Server 89
Configure Domain Manager 90
Set Up the Instance 90
Configure the Logger 91
Configure Logger Database and Log 91
Configure Logger Component in Web Setup 92
Apply Base Configuration 93
Run Base Configuration Using the ICMDBA Tool 93
Configure AW Database and Log 94
Configure Administration Server and Real-Time Data Server Components 95
Configure Unified Intelligence Center SQL User Account 96
CHAPTER 11
Cisco Unified CCE Call Server 97
Configure Unified CCE Router 98
Add Generic PG 98
Add PIM1 (CUCM PIM) 99
Add PIM2 (First VRU PIM) 99
Add PIM3 (Second VRU PIM) 100
Add PIM4 (Third VRU PIM) 100
Add PIM5 (Fourth VRU PIM) 101
After Creating PIMs 101
Configure CTI Server 102
Install JTAPI 103
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Configure Media Routing Peripheral Gateway 103
Add Media Routing PG 103
Configure CTI OS Server 105
CHAPTER 12
Cisco Unified Customer Voice Portal 107
Validate Network Card 108
Configure Unified CVP Call Server 108
Configure Unified CVP VXML Server 109
Configure Gateways 109
Configure Unified CVP Media Server 110
Transfer Scripts and Media Files 110
Transfer License Files 111
Configure SNMP 111
Configure SIP Server Group 111
Configure Dialed Number Patterns 112
Location-Based Call Admission Control 114
CHAPTER 13
Configure Cisco IOS Enterprise Voice Gateway 115
Configure Cisco IOS Enterprise Voice Gateway 115
CHAPTER 14
Cisco Unified Communications Manager 121
Unified Communications Manager License 122
Generate and Register License 122
Install License 122
Activate Services 122
Configure Fully Qualified Domain Name 124
Configure Cisco Unified Communications Manager Groups 124
Configure Conference Bridges 124
Configure Media Termination Points 125
Configure Transcoders 125
Configure Media Resource Groups 126
Configure and Associate Media Resource Group List 127
Configure CTI Route Point 127
Configure Application User 128
Configure SIP Options 128
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Configure Trunk 128
Configure Route Group 129
Configure Route List 129
Configure Route Pattern 129
CHAPTER 15
Set Deployment Type 131
Set Deployment Type 131
CHAPTER 16
Cisco Unified Intelligence Center 133
Configure Unified Intelligence Center Data Sources 133
Download Report Bundles 134
Import Report Bundles 135
Configure Unified Intelligence Center Administration 136
CHAPTER 17
Cisco Finesse 137
Configure CTI Server Settings in Cisco Finesse Primary Node 137
Configure Unified Contact Center Enterprise Administration and Data Server 138
Restart Tomcat 138
Live Data Reports 138
Prerequisites for Live Data 138
Add Live Data Reports to Finesse 139
Add Live Data Reports to Default Desktop Layout 139
Add Live Data Reports to Custom Desktop Layout 140
Add Live Data Reports to Team Layout 142
Modify Live Data Stock Reports for Finesse 143
CHAPTER 18
Cisco Unified Customer Voice Portal Reporting Server 145
Configure CVP Reporting Server in CVP OAMP 145
Unified CVP Reporting Users 146
Set Up Active Directory Server for LDAP Users 146
Obtain Cisco Unified Customer Voice Portal Report Templates 146
Create Data Source for Cisco Unified CVP Report Data 146
Import CVP Report Templates in Unified Intelligence Center 148
PART IV
Version Upgrade 149
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Contents
CHAPTER 19
Upgrade from Release 9.0(x) 151
Prepare to Upgrade 151
Upgrade Sequence 152
Upgrade Cisco Finesse 152
Perform Upgrade 152
Upgrade Finesse from DVD/CD 153
Upgrade Finesse from a Remote File System 154
Upgrade Customer Voice Portal and CVP Reporting 154
Pre-upgrade Tasks 154
Upgrade 155
Upgrade Cisco Unified CVP Operations Console 155
Upgrade Cisco Unified CVP Call Server 155
Obtain and Apply Upgrade License 156
Upgrade Reporting Server 156
Upgrade Gateway Cisco IOS Version 157
Upgrade Unified Contact Center Data Server and Call Server 158
Pre-upgrade tasks 158
Disable Configuration Changes 158
Identify Passwords 158
Download the Enhanced Database Migration Tool 158
Upgrade Side A 159
Stop Services on Side A Data Server, Call Server, and External AWs 159
Upgrade Data Server Databases 159
Run Setup for the Data Server 160
Run Setup for the Cisco Unified CCE Call Server 160
Run Setup for Cisco CTI OS Server 160
Shut Down Services on Side B and Any External AW-HDS-DDS 161
Start Side A and Verify Operation 161
Upgrade Side B 161
Upgrade Data Server Databases 161
Run Setup for the Data Server 162
Run Setup for the Cisco Unified CCE Call Server 163
Run Setup for Cisco CTI OS Server 163
Start Side B 163
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Upgrade external AW-HDS-DDS 164
Upgrade External AW-HDS-DDS Database 164
Run Setup for the External AW-HDS-DDS 164
Post-upgrade tasks 165
Re-enable Configuration Changes 165
Set Services to Automatic 165
Install New Language Pack 165
Before Upgrading Cisco Unified Intelligence Center 165
Run the Utility to Update Cisco Unified Intelligence Center 165
Validate System and Build System Inventory 166
Upgrade Unified Intelligence Center 166
Upgrade 166
About Upgrades 166
Download Upgrade File 167
Upgrade Cisco Unified Intelligence Center from DVD/CD 167
Upgrade Cisco Unified Intelligence Center from a Remote File System 168
Upgrade Unified Communications Manager 168
Pre-upgrade Tasks 168
Upgrade 168
Upgrade Cisco Unified Communications Manager from DVD/CD 168
Upgrade Cisco Unified Communications Manager from a Remote File System 169
Switch Software Version 169
Upgrade JTAPI on the Call Server 170
License 171
Upgrade License 171
Upgrade VMware Settings Utility 171
APPENDIX A
Reference 173
Base Configuration Updates 173
Install Language Pack 179
Simple Network Management Protocol 179
Configure Cisco Unified Communications Manager Service Configuration Settings 180
Certificates for Live Data 180
Add Self-Signed Certificates for Live Data 181
Obtain and Upload CA Certificate for Live Data 181
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Produce Certificate Internally 183
Set up Microsoft Certificate Server 183
Download CA certificate 183
Deploy Root Certificate for Internet Explorer 184
Set Up Certificate for Internet Explorer Browser 184
Set Up Certificate for Firefox Browser 185
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Preface
• Change History, page xiii
• About This Guide, page xiv
• Audience, page xv
• Organization of This Guide, page xv
• Related Documents, page xv
• Field Alerts and Field Notices, page xvi
• Documentation Feedback, page xvi
• Conventions, page xvi
Change History
Date
Link
Change
12/12/2013
N/A
Initial publication
February, 2014
Hardware Requirements Added C240 M3S TRC#1 Server.
for C Series, on page
5
February, 2014
Create a Virtual
Added RAID configuration for C240 M3S TRC#1.
Machine from the OVA,
on page 64
March, 2014
Run RAID Config
Validator Utility, on
page 15
Procedure change for RAID utility.
March, 2014
Create VM for Cisco
Unified Intelligence
Center Subscriber, on
page 61
Changed OVA file for direct install of Unified
Intelligence Center Subscriber.
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Preface
About This Guide
Date
Link
Change
March, 2014
Base Configuration
Updates, on page 173
Update to base config parameters for
user.microappToExtVXML and FromExtVXML.
March, 2014
Run Automation Script
for Import, on page 40
and Run Automation
Script for Export, on
page 35
Update to Golden Template Automation Script Import
and Export topics. Developer change resulted from
customer issue.
April, 2014
Run Windows Updates, Specified that user must select x64 platform when
on page 72
running the Windows hotfix.
July, 2014
Data Center Switch
Updated UCS C-Series Virtual Switch VLAN Tagging
Configuration for UCS example.
C-Series Server Ethernet
Uplinks, on page 21
July, 2014
Third-Party Software,
on page 6
Added Java version and upgrade information.
Update the Java Runtime
Environment
(Optional), on page 68
July, 2014
Set Deployment Type,
on page 131
Added that when setting deployment to Packaged CCE
PCCE-PAC-M1, the credentials entered for the Cisco
Unified CCE Data Server Diagnostic Framework must
Validate System and
Build System Inventory, be for a domain user account.
on page 166
July, 2014
Configure Domain
Manager, on page 90
Added that the Cisco Root OU must be created in the
same domain to which the Unified CCE servers belong.
July, 2014
Add Datastores to the
Host Server, on page
14
Specified that the user must add datastores to the host
server after installing VMware vSphere ESXi.
About This Guide
This guide explains how to install, configure, and upgrade Packaged CCE.
Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco
Unified Contact Center Enterprise in a virtualized environment. Packaged CCE requires strict adherence to
capacity limits that are detailed in the Cisco Packaged Contact Center Enterprise Design Guide, available at
this location http://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html. It is mandatory
to follow all rules and requirements stated in the Design Guide.
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Preface
Audience
Audience
This guide is prepared for partners and service providers who will be implementing Packaged CCE, who are
familiar with Cisco contact center applications, and are experienced regarding the deployment and management
of virtual machines using VMware technology.
Organization of This Guide
Section
Content
Part I: Preparation, on page
1
System requirements
Solution components
Prepare the customer site
Network design considerations
Part II: Installation: Golden
Templates and Direct
Installation, on page 25
Procedures for the two installation options:
• How to create Golden Templates and process them for export.
• How to create Virtual Machines Directly.
Part III: Configuration, on
page 87
Procedures for configuration of the Cisco contact-center products at the
customer site.
Part IV: Version Upgrade, on Upgrade requirements and procedures
page 149
Appendix: Reference, on page External AW-HDS-DDS
173
Localization
Simple Network Management Protocol
UCS Network Configuration and QoS
Network Requirements and Fault Tolerance Considerations
Virtualization for Packaged CCE
Related Documents
Subject
Link
Cisco Packaged Contact Center Enterprise
http://www.cisco.com/c/en/us/support/
customer-collaboration/
packaged-contact-center-enterprise/
tsd-products-support-series-home.html
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Preface
Field Alerts and Field Notices
Subject
Link
Cisco Unified Contact Center Enterprise
http://www.cisco.com/c/en/us/support/
customer-collaboration/
unified-contact-center-enterprise/
tsd-products-support-series-home.html
Cisco Unified Communications Manager
http://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-callmanager/
tsd-products-support-series-home.html
Cisco Unified Intelligence Center
http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-intelligence-center/
tsd-products-support-series-home.html
Cisco Finesse
http://www.cisco.com/c/en/us/support/
customer-collaboration/finesse/
tsd-products-support-series-home.html
Customer Voice Portal
http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-customer-voice-portal/
tsd-products-support-series-home.html
Field Alerts and Field Notices
Note that Cisco products may be modified or key processes may be determined important. These are announced
through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field
Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile
to receive announcements by selecting all products of interest. Log into www.cisco.com; then access the tool
at:
http://www.cisco.com/cisco/support/notifications.html
Documentation Feedback
To provide comments about this document, send an email message to the following address:
[email protected]
We appreciate your comments.
Conventions
This document uses the following conventions:
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Preface
Conventions
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user entries, keys, buttons,
and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• For emphasis. Example: Do not use the numerical naming convention.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems,Inc. </title></html>
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window
such as a password.
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Conventions
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PART
I
Preparation
• System Requirements, page 3
• Prepare Customer Site Servers, page 11
• Network Design Considerations, page 19
CHAPTER
1
System Requirements
• Solution Components, page 4
• Hardware Requirements for C Series, page 5
• VMware Hosting , page 5
• Base Configuration and Utility Tools, page 5
• Cisco Systems Contact Center Components, page 6
• Third-Party Software, page 6
• Software Licenses, page 7
• Supported Browsers, page 9
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Solution Components
Solution Components
Cisco Packaged CCE contact center applications are:
The Cisco Unified CCE Call Server, which 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 Cisco Unified CCE Data Server, which 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) Call Server provides prompting, queuing, and call
control. For Packaged CCE, the CVP server combines the Call Server and VXML server functionality.
This guide refers to it as the Unified CVP Call/VXML Server.
The Cisco Unified Communications Manager Server call processing component. The Publisher
stores the read-write database. Devices such as phones and gateways register to the Subscribers.
The Cisco Unified CVP OAMP Server, which maintains the Unified CVP cluster.
The Cisco Unified CVP Reporting Server, which collects information from CVP components and
call servers and makes that information available to Cisco Unified Intelligence Center.
Cisco Unified Intelligence Center, a web-based reporting application that generates real-time and
historical reports for Unified Contact Center Enterprise and Cisco Unified CVP.
Cisco Finesse, a browser-based agent and supervisor desktop.
These VMs must be on Side A and Side B as indicated below:
SIDE A Required VMs
SIDE B Required VMs
Unified CCE Call Server
Unified CCE Call Server
Unified CCE Data Server
Unified CCE Data Server
Unified CVP Call/VXML Server 1A
Unified CVP Call/VXML Server 1B
Unified CVP Call/VXML Server 2A
Unified CVP Call/VXML Server 2B
Unified CVP OAMP Server
—
Unified Intelligence Center Publisher
Unified Intelligence Center Subscriber
Finesse Primary
Finesse Secondary
Unified Communications Manager Publisher and Subscribers must be part of the deployment. They can be
VMs on Side A and Side B or they can be configured as external machines. The Unified CVP Reporting
Server VM is optional.
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Hardware Requirements for C Series
Note
SIDE A Other VMs
SIDE B Other VMs
Unified Communications Manager Publisher
Unified Communications Manager Subscriber 2
Unified Communications Manager Subscriber 1
Unified CVP Reporting Server (optional)
You cannot have any additional VMs, even if you are using an external Unified Communications Manager
cluster.
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
VMware Hosting
ESXi 5.1 with VM Version 8 is required.
Base Configuration and Utility Tools
Software
Notes
Download
CCEPACM1BaseConfig10x.zip
This software automatically configures certain
elements needed for every PCCE deployment
Go to the Download Software page at http:/
/software.cisco.com/download/
type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the zip file for the Base
Configuration script.
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Cisco Systems Contact Center Components
Domain_Update_Tool.zip
This tool is required after installing the base
configuration to modify the domain name stored
in the database.
Go to the Download Software page at http:/
/software.cisco.com/download/
type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the utility to modify the
domain name.
Cisco Systems Contact Center Components
Component
Major Release Version
Operating System
Unified Contact Center
Enterprise
10.0 and later maintenance
releases
Microsoft Windows
Unified Customer Voice Portal
10.0 and later maintenance
releases
Microsoft Windows
Unified Communications
Manager
Unified CM 10.0(1) and later
maintenance releases
Linux-based Unified Communications
Operating System
Unified CM 9.1(1) and later
maintenance releases
Unified Intelligence Center
10.0 and later maintenance
releases
Linux-based Unified Communications
Operating System
Cisco Finesse
10.0 and later maintenance
releases
Linux-based Unified Communications
Operating System
Optional:
Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0 and later maintenance releases
Cisco SocialMiner - 10.0 and later maintenance releases
Cisco MediaSense - 10.0 and later maintenance releases
Third-Party Software
This section lists third-party software required to deliver virtualized Contact Center modules.
Note
Third-party software requirements are for both golden templates and direct installs.
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Software Licenses
Software
Version
Notes
Microsoft Windows Server
2008 R2 Standard Edition
Service Pack 1
Used for:
• Unified CCE Call Server
• Unified CCE Data Server
• Unified CVP Call/VXML Server
• Unified CVP OAMP Server
• Unified CVP Reporting Server
Note
Windows Server 2008 Remote
Desktop is not supported for
software installation or upgrade.
Microsoft Windows Active Windows Server 2003, 2008, and Windows Server Active Directory support
Directory
2012
is inclusive of R2 versions.
Packaged CCE does not require any
specific Active Directory functional level.
Microsoft SQL Server 2008 Service Pack 2
R2 x64 Standard Edition
Used for Unified CCE Data Server.
Antivirus
Required for all applications that run on
the Windows platform.
One of:
• Symantec Endpoint
Protection 12.1
• Trend Micro Server Protect
version 5.8
• McAfee VirusScan
Enterprise 8.8i
Java
Java 6 Update 30 or latest update. Java 7 is not supported.
Software Licenses
Partners must obtain unique licenses and apply them at the customer site.
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Software Licenses
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.
VMware
vSphere
Standard or
Enterprise
ESXi 5.x
4 licenses No Required
procure
separately
2 licenses for the server on Side A and 2 licenses for
the server on Side B.
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Supported Browsers
Software
License or
PAK
Quantity
VMare
1 license
vCenter (for
golden
template
deployments)
Included Required? Details
with
Packaged
CCE
license
SKU?
No Optional
procure
separately
Needed only by partners who will use the Packaged
CCE Golden Template cloning process.
Supported Browsers
These browsers are supported for Release 10.0:
• Microsoft Internet Explorer 9
• Mozilla Firefox 24 and later
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Supported Browsers
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CHAPTER
2
Prepare Customer Site Servers
Perform all the procedures in this section on the Side A and the Side B servers.
• Configure RAID for the C240 MS3 TRC#1, page 11
• Configure RAID for C260 M2 TRC#1, page 13
• Install VMware vSphere ESXi, page 14
• Run RAID Config Validator Utility, page 15
• NTP and Time Synchronization, page 15
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 UCS 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.
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Configure RAID for the C240 MS3 TRC#1
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.
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.
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Configure RAID for C260 M2 TRC#1
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
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Power on the UCS 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.
Step 9
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Install VMware vSphere ESXi
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 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.
c) Change the RAID level from RAID 1 to RAID 5.
d) For Select Size, enter 1.359 TB.
e) Click Accept.
f) 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 (278.454GB), RAID 5 (1.903
TB) and RAID 5 (1.358 TB). Then click Go.
Install VMware vSphere ESXi
Packaged CCE uses standard installation procedures, which you can find using VMware documentation
(VMware site) for the given version supported with the release of Packaged CCE you are installing.
Packaged CCE has no unique requirements other than that ESXi should be installed on the first drive, as the
default boot drive for the server.
Add Datastores to the Host Server
After installing vSphere ESXi, add the remaining datastores. Refer to the vSphere Storage Guide for the
vSphere ESXi version in your deployment, available at https://www.vmware.com/support/pubs/.
Add Customer ESXi Host to the vCenter
Refer to the vCenter Server and Host Management documentation at https://www.vmware.com/support/pubs/
Note
vCenter is required for Golden Templates only.
Customers without vCenter can install on management desktops to administer the Packaged CCE servers.
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Run RAID Config Validator Utility
Run RAID Config Validator Utility
After you set up RAID configuration and add the datastores, run this utility to ensure your datastore
configuration is correct.
Procedure
Step 1
Step 2
Download the Packaged CCE RAID Config Validator utility from the Packaged CCE Download Software >
Deployment Scripts page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm
The utility is a zip file that can be extracted locally and run on any computer that has the Java jre or jdk
installed.
Open the Windows command prompt and change to the directory where you downloaded the file. Then type
this command java -jar PackagedCCEraidConfigValidator-10.0.jar <IP Address of the Side A server>
<username> <password> to run to the tool.
For example:
C:\Users\Administrator\Desktop>java -jar PackagedCCEraidConfigValidator-10.0.jar xx.xx.xxx.xxx
userName password
Messages appear on the monitor to show that the validation is starting.
You see an indication of a valid or invalid configuration.
Errors include:
• Non-supported server found or used.
• Incorrect number of datastores found.
• Incorrect sizes set for the datastores.
Step 3
Repeat step 2, entering the IP address of the Side B server in Step 3.
What to Do Next
If the utility reports an invalid configuration, you must recreate the RAID configuration. To do this, you need
to reset the RAID configuration, re-install ESXi, and then re-run the RAID Config Validator utility to revalidate
the configuration.
NTP and Time Synchronization
Packaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, it
is critical to configure NTP to keep solution components synchronized.
To prevent time drifts on Live Data reports, the NTP settings on the Data Server VMs, the Call Server VMs,
and on the Cisco Unified Intelligence Center Publisher and Subscriber VMs must be synchronized.
Windows Active Directory Domain
The Windows Active Directory PDC emulator master for the forest in which the Packaged CCE domain
resides (whether same, parent, or peer) must be properly configured to use an external time source. This
external time source should be a trusted and reliable NTP provider, and if already configured for the customer's
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NTP and Time Synchronization
forest, must be used (and useable) as same source for all other applications as detailed in this section for the
Packaged CCE solution.
See the following references for properly configuring Windows Active Directory Domain for NTP external
time source:
• How to configure an authoritative time server in Windows Server.
Note
Do not use the "Fix it for me" function in this article.
• AD DS: The PDC emulator master in this forest should be configured to correctly synchronize time
from a valid time source.
Microsoft Windows Server Domains do not automatically recover or fail over the authoritative internal time
source for the domain when the PDC emulator master server is lost, due to hardware failure or otherwise.
This article, Time Service Configuration on the DCwith PDC Emulator FSMO Role, helps describe how you
must additionally configure the new target server to be the authoritative internal time source for the domain.
It also covers manual intervention to recover and seize or reassign the PDC FSMO role to another domain
controller.
Windows Components in the Domain
Windows hosts in the domain are automatically configured to synch their time with a PDC emulator, whether
by the PDC emulator master with authoritative internal time source or chained from same in the domain forest
hierarchy.
Windows Components Not in the Domain
Use the following steps to set NTP time source for a Windows Server that is not joined to a domain:
1 In the Command Prompt window, type the following line and press ENTER: w32tm /config
/manualpeerlist:PEERS /syncfromflags:MANUAL
Note
Replace peers with a comma-separated list of NTP servers.
2 Restart the w32time service: net stop w32time && net start w32time.
3 Synch w32time service with peers: w32tm /resync.
4 Use the following Service Control command to ensure proper start of the w32time service on any reboot
of the server: sc triggerinfo w32time start/networkon stop/networkoff.
ESXi Hosts
All Packaged CCE ESXi hosts (including those for optional components), must point to the same NTP server(s)
used by the Windows domain PDC emulator master as the their external time source.
Cisco Integrated Service Routers
Cisco IOS Voice Gateways must be configured to use the same NTP source for the solution in order to provide
accurate time for logging and debugging. See Basic System Management Configuration Guide, Cisco IOS
Release 15M&T: Setting Time and Calendar Services.
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NTP and Time Synchronization
VOS Components
Components such as Unified Intelligence Center, Finesse, Social Miner, and Unified Communications Manager
must point to the same NTP servers as the domain authoritative internal time source.
CLI commands for NTP Servers
While NTP servers are typically specified at install time, here a few commands you can use from the platform
cli of the above listed components, to list, add and remove ntp servers. From the platform CLI:
• To list existing ntp servers: utils
ntp servers list
• To add an additional ntp server: utils
ntp server add <host or ip address to add>
• To delete an existing ntp server: utils
Press Enter.
ntp server delete (row number of the item to delete).
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NTP and Time Synchronization
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CHAPTER
3
Network Design Considerations
This chapter provides guidance on performing the network configuration needed to deploy Packaged CCE
on UCS servers. It includes information on fault tolerance and redundancy.
• Network Requirements for Cisco UCS C-Series Servers, page 19
• Bandwidth Provisioning and Network QoS Considerations, page 21
• Data Center Switch Configuration for UCS C-Series Server Ethernet Uplinks, page 21
• VMware vSwitch Design for Cisco UCS C-Series Servers, page 22
• Configure the ESXi Host Network for the Virtual Machines, page 23
• Link Speed Considerations, page 24
Network Requirements for Cisco UCS C-Series Servers
The illustration below shows the reference design for all Packaged CCE deployments on UCS C-series servers
and the network implementation of the vSphere vSwitch design.
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Network Requirements for Cisco UCS C-Series Servers
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.
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Bandwidth Provisioning and Network QoS Considerations
Bandwidth Provisioning and Network QoS Considerations
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.
Data Center Switch Configuration for UCS C-Series Server Ethernet Uplinks
Reference and required design for UCS C-Series server Packaged CCE Visible and Private networks Ethernet
uplinks uses the VMware default of IEEE 802.1Q (dot1q) trunking, which is referred to as the Virtual Switch
VLAN Tagging (VST) mode. This design requires that specific settings be used on the uplink data center
switch, as described in the example below.
Improper configuration of up-link ports can directly and negatively impact system performance, operation,
and fault handling.
Note
All VLAN settings are given for example purposes. Customer VLANs may vary according to their specific
network requirements.
Example: Virtual Switch VLAN Tagging
C3750-A1
interface GigabitEthernet1/0/1
description PCCE_Visible_A_Active
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 10
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
interface GigabitEthernet1/0/2
description PCCE_Private_A_Standby
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 100
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
C3750-A2
interface GigabitEthernet1/0/1
description PCCE_Visible_A_Standby
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 10
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
interface GigabitEthernet1/0/2
description PCCE_Private_A_Active
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 100
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
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VMware vSwitch Design for Cisco UCS C-Series Servers
C3750-B1
interface GigabitEthernet1/0/1
description PCCE_Visible_B_Active
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 20
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
interface GigabitEthernet1/0/2
description PCCE_Private_A_Standby
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 200
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
C3750-B2
interface GigabitEthernet1/0/1
description PCCE_Visible_B_Standby
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 20
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
interface GigabitEthernet1/0/2
description PCCE_Private_B_Active
switchport trunk encapsulation dot1q
switchport trunk allowed vlan 200
switchport mode trunk
switchport nonegotiate
spanning-tree portfast trunk
Note
• ESXi supports dotlq only.
• DTP is not supported.
VMware vSwitch Design for Cisco UCS C-Series Servers
This figure illustrates a configuration for the vSwitches and vmnic adapters on a UCS 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.
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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.
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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.
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PART
II
Installation: Golden Templates and Direct
Installation
• Installation scenarios, page 25
• Create Golden Templates, page 27
• Deploy Golden Templates at Customer Site, page 33
• Post-import of Golden Templates, page 43
• Direct Installation, page 57
• Tasks Common to Golden Template and Direct Installations, page 63
• Software Installations for Golden Templates and Direct Installations, page 69
Installation scenarios
Installation Scenarios
Partners and service providers have two options for deploying Packaged CCE.
• Create Golden Templates: These are re-usable master copies of the Cisco contact center applications
that you can subsequently clone and install on virtual machines (VMs) for any number of customers.
• Direct Install: You can deploy the Cisco contact center applications directly on customer servers, as
VMs.
Installation Workflow
Sequence
Task
Documented Here
1
Ensure that required software, hardware, and licenses are available Chapter 1
2
Create Golden Templates and process them for export
Chapter 2
Create Virtual Machines directly
Chapter 3
3
Configure and stage servers for customer use
Chapters 5 - 11
6
Confirm operation at the customer site. Run Base Configuration, Chapters 12 - 15
set deployment type, and run calls.
OR
2
THEN
Related Topics
About Golden Templates, on page 27
About Direct Installation, on page 57
CHAPTER
4
Create Golden Templates
• About Golden Templates, page 27
• Create Golden Templates, page 28
About Golden Templates
This chapter explains one of two installation scenarios for Packaged CCE—building golden templates for
Cisco Systems contact center applications in your lab and exporting them to the customer site.
Note
The other scenario is to install virtual machines directly at the customer site. If you do not plan to create
golden templates, skip this chapter and go to Direct Installation, on page 57.
Golden templates are master copies of contact center applications that can be reused for many customers.
Creating golden templates gives you a clonable set of the base installation and configuration for core
applications. You then import them at a customer site and customize them for that customer.
Golden templates are built on a source system, which is a server controlled by a partner or service provider.
After the golden templates are built, you process the golden templates for deployment as virtual machines
(VMs) on the pair of destination servers at the customer site.
The sequence is:
1 Download the OVA files. See Open Virtualization Files, on page 63
2 Create golden templates in folders directly under the ESXi host folder.
3 Run the automation process to export the golden templates to your laptop or connected USB drive.
4 Transport the golden template files to the customer site.
5 Run the automation process to import the golden templates to the customer destination servers.
6 Perform post-import steps.
7 Perform initial configuration for customer use.
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Create Golden Templates
Create Golden Templates
Create a Golden Template for the Cisco Unified Contact Center Enterprise Call Server
Follow this sequence of tasks to create a golden template for the CCE Call Server. This golden template will
be deployed as two virtual machines at the customer site—one on Side A and one on Side B.
Sequence Task
1
Using CCE-PAC-M1_CCE.ova, Create a Virtual Machine from the OVA, on page 64. Select
CCE Call Server from the drop-down list.
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Call Server and Data Server, on page 70
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Cisco Unified Contact Center Enterprise, on page 75
After you run the automation process, you can configure the CCE Call Servers for the destination system.
See Cisco Unified CCE Call Server, on page 97.
Create a Golden Template for the Cisco Unified Contact Center Enterprise Data Server
Follow this sequence of tasks to create the golden template for the CCE Data Server. This golden template
will be deployed as two virtual machines at the customer site—one on Side A and one on Side B.
Sequence Task
1
Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 64. Select
CCE Database Server from the drop-down list.
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Call Server and Data Server, on page 70
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Microsoft SQL Server, on page 72
8
Install Cisco Unified Contact Center Enterprise, on page 75
9
Configure a Database Drive, on page 67
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Create Golden Templates
After you run the automation process, you can configure the CCE Data Server VM on the destination system.
See Cisco Unified CCE Data Server, on page 89.
Create Golden Templates for the Cisco Unified Customer Voice Portal Servers
Follow this sequence of tasks to create golden templates for the Unified CVP Call/VXML servers and for the
Unified CVP OAMP server.
• The Unified CVP Call/VXML servers are deployed as four virtual machines at the customer site—two
on Side A and two on Side B.
• The Unified CVP OAMP server is deployed as one virtual machine on Side A.
This process is similar for the Call/VXML and the OAMP servers—the differences are selections you make
from the OVA dropdown and in the Select Packages options during the installation.
Sequence Task
1
Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 64.
From the drop-down list:
• Select CVP Call Server when you create the Call Server VM.
• Select CVP OAMP Server when you create the CVP OAMP Server VM.
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Cisco Unified CVP, on page 76
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Cisco Unified CVP Server, on page 76
8
Copy Files to CVP, on page 50
After you run the automation process, you can configure the Unified CVP VMs on the destination system.
See Cisco Unified Customer Voice Portal, on page 107.
Create Golden Template for Cisco Unified CVP Reporting Server
Follow this sequence of tasks to create a golden template for the Unified CVP Reporting Server.
Sequence Task
1
Using CCE-PAC-M1-CVP-Reporting.ova, Create a Virtual Machine from the OVA, on page
64.
Select CVP Reporting Server from the drop-down.
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Sequence Task
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Cisco Unified CVP, on page 76
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Configure a Database Drive, on page 67
8
Install Cisco Unified CVP Reporting Server, on page 77
9
Copy Files to CVP, on page 50
After you run the automation process, you can configure the Unified CVP Reporting Server on the destination
system.
See Cisco Unified Customer Voice Portal Reporting Server, on page 145.
Create a Golden Template for Cisco Unified Communications Manager
Follow this sequence of tasks to create a golden template for Cisco Unified Communications Manager on
Side A.
Sequence Task
1
Using CCE-PAC-M1-CUCM.ova, Create a Virtual Machine from the OVA, on page 64. Select
7500 user node from the drop-down list.
2
Install the Cisco Unified Communications Manager Publisher. Golden Template Install for
VOS-Based Contact Center Applications, on page 79.
After you run the automation process, you can configure the Unified Communications Manager publisher
and subscriber VM on the destination system.
See Cisco Unified Communications Manager, on page 121.
Create a Golden Template for Cisco Finesse
Follow this sequence of tasks to create a golden template for the Cisco Finesse Primary Node.
Sequence Task
1
Using the CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 64.
There is no selection from the drop-down list.
2
Install the Cisco Finesse Primary Node. Golden Template Install for VOS-Based Contact Center
Applications, on page 79.
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After you run the automation process, you can configure Cisco Finesse on the destination system.
See Cisco Finesse, on page 137.
Create a Golden Template for Cisco Unified Intelligence Center
Follow this sequence of tasks to create a golden template for the Cisco Unified Intelligence Center Publisher
Node.
Sequence Task
1
Using the CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 64.
There is no selection from the drop-down list.
2
Install the Cisco Unified Intelligence Center. Golden Template Install for VOS-Based Contact
Center Applications, on page 79.
After you run the automation process, you can configure the Cisco Unified Intelligence Center VMs on the
destination system.
See Cisco Unified Intelligence Center, on page 133.
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CHAPTER
5
Deploy Golden Templates at Customer Site
• Host Permissions, page 33
• Automation Tools, page 33
• Complete Automation Spreadsheet for Export, page 34
• Run Automation Script for Export, page 35
• Transport to Customer, page 36
• Ensure Readiness of Customer Site, page 36
• Complete the Spreadsheet for Import, page 36
• Run Automation Script for Import, page 40
Host Permissions
The person running the Golden Template process must have these permissions on the ESXi hosts:
• administrator
• resource pool administrator
• network administrator
Automation Tools
Download and then install the following tools on the client from which the automation will be run.
Software
Version
Download
GoldenTemplateTool zip file
10.0(1)
Go to http://cisco.com/en/US/products/ps12586/tsd_products_support_
series_home.html.
Click Download Software.
Then select Packaged Contact Center Enterprise Deployment Scripts.
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Complete Automation Spreadsheet for Export
Software
Version
Download
PowerCLI
5.0, 32-bit
http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==
OVF tool
32-bit
https://my.vmware.com/group/vmware/
details?downloadGroup=OVFTOOL350&productId=353
WinImage
8.5, 32-bit
http://winimage.com/download.htm.
Note
Microsoft Excel
Release 2003 or later
WinImage is shareware. If you choose to not purchase a licensed
copy, you will see pop-ups when you run this tool. Clicking No
at the pop-ups allows you to proceed.
--
Complete Automation Spreadsheet for Export
Complete the automation spreadsheet for export, filling in only the columns in each row that the export
automation script requires to create export OVFs in the OVF subfolder of the GoldenTemplate_10 directory.
Leave all other columns blank.
Fill in rows for only the following VM_TYPEs:
• UCCE_CallServer_SideA
• UCCE_DataServer_SideA
• CVP_Call/VXML_1_SideA
• CVP_RPT_SideB
• CVP_OAMP_SideA
• CUCM_PUB_SideA
• CUIC_PUB_SideA
• FINESSE_PRIMARY_SideA
During the import phase, these templates can be used to create the VMs for the remaining servers including
those that are subscribers and those that reside on side B.
Table 1: Required Columns for Automation Spreadsheet for Export
Column
Description
OPERATION
Select ExportServer to specify the ExportServer
operation you are performing with
the script.
Exports a compressed OVF file
from the VMware environment
where the template systems were
installed.
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Example
Run Automation Script for Export
Column
Description
Example
SOURCE_HOST_IP
The IP address or the DNS name xx.xx.xxx.xxx
of the ESXi hosting the VM to be
exported.
SOURCE_DATASTORE_NAME The name of the Datastore defined datastore1(3)
in VMware.
SOURCE_VMNAME
The name of the VM. Cannot
contain spaces or special
characters. Maximum of 32
characters.
CallServerSideA
GOLDEN_TEMPLATE_NAME
The name of the Golden Template My_CallServerA
that will be exported. Cannot
contain spaces or special
characters. Maximum of 32
characters.
Run Automation Script for Export
The disk space required for the exported servers is from 50GB - 70GB, depending on what servers are exported.
Procedure
Step 1
Step 2
Right-click the desktop VMware PowerCLI (32-Bit) icon, and select Run as Administrator.
Enter this command to change the execution policy so you can run unsigned scripts that you write locally as
well as signed scripts from other users: Set-ExecutionPolicy Unrestricted -Force.
Step 3
Enter this command so that the VMware vSphere PowerCLI does not use a proxy server to connect to the
vSphere server: Set-PowerCLIConfiguration -ProxyPolicy NoProxy -Confirm:$false.
Step 4
Enter this command: cd <Golden Template tool directory>.
Step 5
Enter a command using the following syntax:
Syntax:
Example:
<Path to the script> <Full Path of the spread sheet> . \scripts\DeployVM.PS1
c:\GoldenTemplate_VMDataSheet_V10.xls
<vCenter IP / Hostname> <vCenter User>
testvCenter testuser testpassword
<Password to connect to vCenter>
This starts a script that creates entries in the OVF folders in the GoldenTemplate_10 directory. It will typically
complete in several hours. If there are errors, the script will fail but will keep running. The errors display on
the screen and are stored in the log file. Completion of the script generates a status report in the Report folder.
The status report has a link to the Log file.
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Transport to Customer
Transport to Customer
During import, the operation mode is set to ImportServer, so that the golden template process imports the
exported OVF templates at the customer site.
Bring your laptop to the customer site; then complete the import spreadsheet and run the import script from
your local directory.
You can also transfer the directory to a USB device and run the import script from the USB drive.
Ensure Readiness of Customer Site
Before completing the import spreadsheet and running the import script, the customer environment must be
set up with ESXi hosts on which the datastores have been configured and the hosts have been registered in
vCenter.
Complete the Spreadsheet for Import
Complete all rows of the spreadsheet for import. The same template can be used to import multiple VMs. For
example, the GOLDEN_TEMPATE_NAME can be the same for both UCCE_DataServer_SideA and
UCCE_DataServer_SideB, though other columns such as the NEW_VM_NAME must be unique.
Table 2: Complete Automation Spreadsheet Columns for Import
Column
Description
Example
CREATEVM
Select YES to create a VM.
YES
CUSTOMIZATION
Select YES to apply values in the YES
spreadsheet to the imported server.
Note
Selecting Yes creates
Publishers and
Subscribers for the VOS
products.
OPERATION
Select ImportServer .
ImportServer
Imports the OVF templates into the
end customer's VMware
environment.
SOURCE_HOST_IP
Leave blank.
Leave blank.
SOURCE_DATASTORE_NAME Leave blank.
Leave blank.
SOURCE_VMNAME
Leave blank.
Leave blank.
GOLDEN_TEMPLATE_NAME
Enter the name of the exported
Golden Template.
My_CallServerA
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Complete the Spreadsheet for Import
Column
Description
Example
NEW_VM_NAME
Required. The name for the new CallServerSideA
VM. Cannot contain spaces or
special characters. Maximum of 32
characters.
DEST_HOST_IP
Required. The IP address or the
DNS name 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
This field is applicable for all VOS
platforms.
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.
WORK_GROUP_NAME
Enter the Workgroup name if
WORK_GROUP is set to YES.
NA
DOMAIN_NAME
The name of the domain.
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 New York
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.
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Complete the Spreadsheet for Import
Column
Description
Example
DOMAIN_USER
Required. The user name for a
Username
domain user with privileges to add
the new computer to the domain.
Enabled only if WORK_GROUP
is set to NO.
Do not specify user name in the
DOMAIN\username or the
username@ format.
DOMAIN_PASSWORD
Required. The password for the
domain user. Enabled only if
WORK_GROUP is set to NO.
package123
PRODUCT_KEY
Required. The valid Windows OS ZZZM2-Y330L-HH123-99Y1B-GJ20B
product key in the format
xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.
OWNER_NAME
Required. The full name of the
owner.
LabAdmin
Administrator and Guestare not
allowable names.
This is a mandatory field for
Windows.
ORGANIZATION_NAME
Required. The Organization Name MyName
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.
See NTP and Time
Synchronization, on page 15
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xx.xx.xxx.xxx
Complete the Spreadsheet for Import
Column
Description
Example
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.
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.
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.
DNS_ALTERNATE_NIC2
Optional. A valid IPv4 address for xx.xx.xxx.xxx
the alternate DNS for NIC1. For
Unified CCE VMs only. Must
differ from the address of the
primary DNS for NIC1.
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
DEFAULT_GATEWAY_NIC2
Required. A valid Default gateway xx.xx.xxx.xxx
(IPv4 address) for NIC2.
This will be removed later but is
required during the customization.
DNS_IP_NIC2
Required. A valid IPv4 address for xx.xx.xxx.xxx
the primary DNS for NIC2. For
Unified CCE VMs only.
This will be removed later but is
required during the customization.
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Column
Description
Example
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.
VM_NETWORK
Required. Primary network for this UCCE Public
server
Run Automation Script for Import
The script imports the templates and creates new VMs
Note
If you import any of the VOS VMs and have an un-licensed copy of WinImage, you will see one pop-up
dialog for each VOS platform. Click OK to continue the import process.
Procedure
Step 1
Step 2
Right-click the desktop VMware PowerCLI (32-Bit) icon, and select Run as Administrator.
Enter this command to change the execution policy so you can run unsigned scripts that you write locally as
well as signed scripts from other users: Set-ExecutionPolicy Unrestricted -Force.
Step 3
Enter this command so that the VMware vSphere PowerCLI does not use a proxy server to connect to the
vSphere server: Set-PowerCLIConfiguration -ProxyPolicy NoProxy -Confirm:$false.
Step 4
Enter this command: cd <Golden Template tool directory>.
Step 5
Enter a command using the following syntax:
Syntax:
Example:
<Path to the script> <Full Path of the spread sheet> . \scripts\DeployVM.PS1
c:\GoldenTemplate_VMDataSheet_V10.xls
<vCenter IP / Hostname> <vCenter User>
testvCenter testuser testpassword
<Password to connect to vCenter>
The script will typically complete in several hours. If there are errors, the script will fail but will keep running.
The errors display on the screen and are stored in the log file. Completion of the script generates a status report
in the Report folder. The status report has a link to the Log file.
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Run Automation Script for Import
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CHAPTER
6
Post-import of Golden Templates
• Post-import Steps for Data Servers, page 43
• Post-import steps for Call Servers, page 44
• Post-import Steps for Cisco Unified Voice Portal, page 44
• Post-import Steps for Cisco Unified Communications Manager, page 44
• Post-import Steps for Cisco Unified Intelligence Center, page 45
• Post-import Steps for Cisco Finesse, page 45
• Post-import procedures, page 45
Post-import Steps for Data Servers
Perform these steps after you import the Call Servers.
Sequence
Task
1
Validate Network Adapter Settings and Power On, on page 45
2
Edit Registry Settings and Restart VM, on page 47
3
Rename and Rebind Network Adapters, on page 48
4
Configure Unified CCE Encryption Utility, on page 46
5
Configure Cisco Diagnostic Framework Portico , on page 46
6
Run Security Wizard, on page 49
7
Add Domain User, on page 46
8
Configure Cisco Unified CCE Data Server, on page 89
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Post-import steps for Call Servers
Post-import steps for Call Servers
Perform these steps after you import the Call Servers.
Sequence
Task
1
Validate Network Adapter Settings and Power On, on page 45
2
Edit Registry Settings and Restart VM, on page 47
3
Rename and Rebind Network Adapters, on page 48
4
Configure Unified CCE Encryption Utility, on page 46
5
Configure Cisco Diagnostic Framework Portico , on page 46
6
Run Security Wizard, on page 49
7
Configure Cisco Unified CCE Call Server, on page 97
Post-import Steps for Cisco Unified Voice Portal
Perform these steps after you import the Unified CVP Servers.
Sequence
Task
1
Validate Network Adapter Settings and Power On, on page 45
2
Edit Registry Settings and Restart VM, on page 47
4
Reset Time Source, on page 49
5
Configure Cisco Unified Customer Voice Portal, on page 107
Post-import Steps for Cisco Unified Communications Manager
Perform these steps after you import Cisco Unified Communications Manager:
Task
Sequence
1
Configure Unified Communications Manager Publisher, on page 50
2
Launch Unified Communications Manager Publisher to Add the Subscriber, on page 50
3
Configure Unified Communications Manager Subscriber, on page 51
4
Configure Cisco Unified Communications Manager, on page 121
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Post-import Steps for Cisco Unified Intelligence Center
Post-import Steps for Cisco Unified Intelligence Center
Perform these steps after you import Cisco Unified Intelligence Center:
Task
Sequence
1
Configure Unified Intelligence Center Publisher, on page 51
2
Acquire License Online, on page 52
3
Launch Publisher to Add Subscriber, on page 53
4
Configure Subscriber, on page 53
5
Configure Cisco Unified Intelligence Center, on page 133
Post-import Steps for Cisco Finesse
Perform these steps after you import Cisco Finesse:
Task
Sequence
1
Configure Cisco Finesse Primary Node, on page 53
2
Launch the Finesse Administration Console to Configure the Secondary Finesse, on page 54
3
Configure Secondary Node, on page 54
4
Configure Cisco Finesse, on page 137
Post-import procedures
Validate Network Adapter Settings and Power On
Perform this procedure for all Windows VMs.
Procedure
Step 1
Step 2
Step 3
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 Ctrl-Alt-Delete. 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 .
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Post-import procedures
Step 4
Wait for the VM to restart and to apply customization. This can take five to ten minutes.
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 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.
Add Domain User
After importing the Data Server, you must add the domain user who will run Web Setup as an explicit login
account to SQL Server Manager. Perform this procedure on the Side A Data Server and on the Side B Data
Server.
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Post-import procedures
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Log in to the Data Server as a local or domain administrator.
Navigate to Start > All Programs > Microsoft SQL Server 2008 R2.
Right-click SQL Server Management Studio and select Run as administrator.
Select Yes in the User Account Control dialog box.
Connect to SQL Server using Windows Authentication.
Expand the Security tree in the Object Explorer.
Right-click Logins and select New Login....
In the New Login dialog box:
a) Make sure Windows authentication is selected, and click Search.
b) In the Select User or Group dialog box:
1 Set Locations to Entire Directory.
2 Enter the domain user account name.
3 Select Check Names and make sure the correct name appears in the box.
4 Click OK.
c) Go to the Server Roles page in the New Login dialog box and make sure both public and sysadmin are
checked.
d) Click OK to save the changes.
Step 9 Exit SQL Server Management Studio.
Step 10 Log out and log back in as the domain user.
Step 11 Check your changes by running SQL Server Management Studio normally (not using Run as administrator)
and logging in using Windows Authentication.
Edit Registry Settings and Restart VM
Perform this procedure for all Windows VMs.
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Post-import procedures
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>.
Rename and Rebind Network Adapters
After importing Golden Templates for the Call Server and the Data Server, you must reconfigure the network
adapters.
Procedure
Step 1
Identify the MAC addresses and labels for the network adapters as follows:
a) From vCenter, select and right-click the VM.
b) Select Edit Settings. In the Hardware tab, click Network adapter 1. In the right panel, write down the last
few digits of MAC Addresses and note whether the label is UCCE Public or UCCE Private. For example,
Network Adapter 1 might have a MAC address that ends in 08-3b and the Network label UCCE Public.
c) Repeat for Network adapter 2, noting its MAC address and label.
d) From the VM console, type ipconfig/all from the command line. This displays the adapter names and
Physical Addresses.
e) Note the adapter names and Physical Addresses and match them with the MAC addresses and labels that
you noted in VMware. For example, in ipconf/all, Local Area Connection 2 might have might have Physical
Address that ends in 08-3b.
f) Match the MAC address of the network adapter that VMware identified as UCCE Public with the
corresponding Physical Address of Local Area Connector. In this example, the Physical Address of Local
Area Connection 2 (08-3b) matches the MAC Address (o8-3b) of Network Adapter 1 matches. This means
that Local Area Connection 2 is UCCE Public.
Step 2
Locate and rename the network adapters in Windows as follows:
a) Open the Network and Sharing Center and select Local Area Connection.
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Post-import procedures
b) Right-click Local Area Connection and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above.
c) Right-click Local Area Connection 2 and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above. In the example above, Local Area Connection 2 is renamed to
UCCE Public.
Step 3
Set the Properties for UCCE Private as follows:
a) Navigate to c:\windows\system32\drivers\etc and edit the Host file and add an entry with the IP address
and fully-qualified domain name of the server.
b) In the DNS Server, add an entry for the private IP address. Append a suffix such as p to the hostname for
this IP, to identify it as a private.
Step 4
Set the binding order as follows:
a) In Network Connections, press Alt. Then select Advanced > Advanced Settings.
b) In the top panel of the Adapters and Bindings dialog box, make sure that the UCCE Public connection is
above the UCCE Private connection. Use the arrow buttons if necessary to put them in the correct sequence.
Then click OK.
Run Security Wizard
After the import, terform this procedure for all Call Servers and Data Servers.
Procedure
Step 1
Step 2
Step 3
Step 4
Navigate to Start > All Programs > Cisco Unified CCE Tools > Security Wizard.
Click Windows Firewall Click Next.
Select Configure Windows Firewall for ICM/CCE. Click Next.
Click Finish. Click Yes at the prompt.
Reset Time Source
Perform this procedure for all CVP Servers:
1 In the Command Prompt window, type the following line and press ENTER: w32tm /config
/manualpeerlist:PEERS /syncfromflags:MANUAL
Note
Replace peers with a comma-separated list of NTP servers.
2 Restart the w32time service: net stop w32time && net start w32time.
3 Synch w32time service with peers: w32tm /resync.
4 Use the following Service Control command to ensure proper start of the w32time service on any reboot
of the server: sc triggerinfo w32time start/networkon stop/networkoff.
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Copy Files to CVP
Perform this procedure for CVP OAMP Server, CVP Server, and CVP Reporting Server after the install of
CVP but prior to the export of the templates.
Procedure
Step 1
Step 2
On the CVP server, download GoldenTemplate_V-10-pcce.zip and extract the contents.
Copy the updatermiserverip directory to the %CVP_HOME%\bin directory.
Configure Unified Communications Manager Publisher
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 67
Procedure
Step 1
Power on the Publisher.
The installation begins automatically and runs with no interaction from you. After an hour or more, a message
appears indicating a successful installation.
Step 2
Click the Console tab for the VM. Log in to the publisher machine, using the credentials for the Administration
User.
Edit settings and uncheck Connect at Power on for the floppy drive.
Step 3
Note
During the customization of the publisher/primary, the username and the password are modified as follows.
The customer should change the password. See Password Changes During Customization, on page 55.
After rebooting, the VM installation is complete.
Launch Unified Communications Manager Publisher to Add the Subscriber
To add the subscriber, you must launch the publisher node.
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Post-import procedures
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>/ccmadmin).
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.
Configure Unified Communications Manager Subscriber
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 67
Procedure
Step 1
Power on the VM.
This begins the installation
Step 2
After you complete the installation uncheck Connect at Power on for the floppy drive.
Step 3
Repeat this procedure for the second subscriber on Side B.
Configure Unified Intelligence Center Publisher
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 67
Procedure
Step 1
Power on the Publisher.
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Post-import procedures
The installation begins automatically and runs with no interaction from you. After an hour or more, a message
appears indicating a successful installation.
Step 2
Step 3
Note
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.
Edit settings and uncheck Connect at Power on for the floppy drive.
During the customization of the publisher/primary, the username and the password are modified as follows.
The customer should change the password. See Password Changes During Customization, on page 55.
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/LicensingUI/Home.
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
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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
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 67
Procedure
Step 1
Power on the VM.
This begins the installation.
Step 2
After you complete the installation uncheck Connect at Power on for the floppy drive.
Note
During the customization of the subscriber node, the username and the password are modified as
follows. The customer should change the password. See Password Changes During Customization,
on page 55.
Configure Cisco Finesse Primary Node
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 67
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Procedure
Step 1
Power on the Publisher.
The installation begins automatically and runs with no interaction from you. After an hour or more, a message
appears indicating a successful installation.
Step 2
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.
Edit settings and uncheck Connect at Power on for the floppy drive.
Step 3
Note
During the customization of the publisher/primary, the username and the password are modified as follows.
The customer should change the password. See Password Changes During Customization, on page 55.
Configure Secondary Node
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 67
Procedure
Step 1
Power on the VM.
This begins the installation.
Step 2
Edit settings and uncheck Connect at Power on for the floppy drive.
During the customization of the subscriber node, the username and the password are modified as
follows. The customer should change the password. See Password Changes During Customization,
on page 55.
After you complete the installation, uncheck Connect at Power on for the floppy drive.
Note
Step 3
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.
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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.
Password Changes During Customization
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: c1sco@123
• Application UserName: Administrator
• Default Password for Application User: c1sco@123
• Sftp password: c1sco@123
• IPSec password: c1sco@123
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CHAPTER
7
Direct Installation
• About Direct Installation, page 57
• Create VM for Cisco Unified Contact Center Enterprise Call Server, page 58
• Create VM for Cisco Unified Contact Center Enterprise Data Server, page 58
• Create VMs for the Cisco Unified Customer Voice Portal Servers, page 59
• Create VM for Cisco Unified Communications Manager Publisher, page 59
• Create VM for Cisco Unified Communications Manager Subscriber, page 60
• Create VM for Cisco Finesse Primary, page 60
• Create VM for Cisco Finesse Secondary, page 60
• Create VM for Cisco Unified Intelligence Center Publisher, page 61
• Create VM for Cisco Unified Intelligence Center Subscriber, page 61
• Create VM for Cisco Unified CVP Reporting Server, page 62
About Direct Installation
This chapter explains the sequence of tasks for creating virtual machines directly on the customer destination
servers.
The sequence is:
1 Download the OVA files. See Open Virtualization Files, on page 63
2 Create VMs (this chapter)
3 Perform initial configuration to configure them for customer use. See Configuration, on page 87.
Note
Skip this chapter if you are deploying with golden templates.
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Create VM for Cisco Unified Contact Center Enterprise Call Server
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.
Sequence Task
1
Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 64. (Select
CCE Call Server from the drop-down list.)
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Call Server and Data Server, on page 70
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Cisco Unified Contact Center Enterprise, on page 75
8
Configure the CCE Call Server on the destination system. See Cisco Unified CCE Call Server,
on page 97.
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.
Sequence Task
1
Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 64. Select
CCE Database Server from the drop-down list.
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Call Server and Data Server, on page 70
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Microsoft SQL Server, on page 72
8
Install Cisco Unified Contact Center Enterprise, on page 75
9
Configure a Database Drive, on page 67
10
Configure the CCE Data Server VM on the destination system. See Cisco Unified CCE Data
Server, on page 89.
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Create VMs for the Cisco Unified Customer Voice Portal Servers
Create VMs for the Cisco Unified Customer Voice Portal Servers
Follow this sequence of tasks to directly create the virtual machines for the Unified CVP Call/VXML servers
and for the Unified CVP OAMP server.
• The Unified CVP Call/VXML servers are deployed as four virtual machines—two on Side A and two
on Side B.
• The Unified CVP OAMP server is deployed as one virtual machine on Side A.
This process is similar for the Call/VXML and the OAMP servers—the differences are selections you make
from the OVA drop-down list and in the Select Packages options during the installation.
Sequence Task
1
Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 64. (Select
CVP OAMP Server or CVP Call Server from the drop-down, depending on which VM you are
deploying.)
2
Install Windows Server 2008, on page 69
NTP configuration is required if this machine is not in the same domain as the Call Servers and
Data Servers. See NTP and Time Synchronization, on page 15.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Cisco Unified CVP, on page 76
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Install Cisco Unified CVP Server, on page 76
8
Configure the Unified CVP VMs on the destination system. See Cisco Unified Customer Voice
Portal, on page 107.
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.
Sequence Task
1
Using CCE-PAC-M1-CUCM.ova. Create a Virtual Machine from the OVA, on page 64. (Select
7500 user node from the drop-down list.)
2
Install the Cisco Unified Communications Manager Publisher. See Direct Install for
Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 80.
3
Install VMware Tools for VMs on Windows, on page 70
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Create VM for Cisco Unified Communications Manager Subscriber
Sequence Task
4
Configure Unified Communications Manager. See Cisco Unified Communications Manager,
on page 121.
Create VM for Cisco Unified Communications Manager Subscriber
Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Communications
Manager subscriber.
Sequence Task
1
Using CCE-PAC-M1-CUCM.ova, Create a Virtual Machine from the OVA, on page 64. (Select
7500 user node from the drop-down list.)
2
Install the Cisco Unified Communications Manager Subscriber. See Direct Install for
Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 83.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Unified Communications Manager. See Cisco Unified Communications Manager,
on page 121.
Create VM for Cisco Finesse Primary
Follow this sequence of steps to create a VM directly for the Cisco Finesse Primary node on Side A.
Sequence Task
1
Using the CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 64.
(There is no selection from the drop-down list.)
2
Install the Cisco Finesse Primary node. See Direct Install for Publishers/Primary Nodes of
VOS-Based Contact Center Applications, on page 80.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Cisco Finesse. See Cisco Finesse, on page 137.
Create VM for Cisco Finesse Secondary
Follow this sequence of tasks to directly create the virtual machine for the Cisco Finesse Secondary node on
Side B.
When you have the VMs for the Cisco Finesse primary and secondary nodes, you can configure them.
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Create VM for Cisco Unified Intelligence Center Publisher
Sequence Task
1
Using CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 64. (There
is no selection from the drop-down list.)
2
Install the Cisco Finesse Secondary node. See Direct Install for Subscribers/Secondary Nodes
of VOS-Based Contact Center Applications , on page 83.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Cisco Finesse. See Cisco Finesse, on page 137.
Create VM for Cisco Unified Intelligence Center Publisher
Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Intelligence Center
Publisher.
Sequence Task
1
Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 64.
2
Install the Cisco Unified Intelligence Center Publisher. See Direct Install for Publishers/Primary
Nodes of VOS-Based Contact Center Applications, on page 80.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Cisco Unified Intelligence Center. See Cisco Unified Intelligence Center, on page
133.
Create VM for Cisco Unified Intelligence Center Subscriber
Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Intelligence Center
Subscriber.
Sequence Task
1
Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 64.
2
Install the Cisco Unified Intelligence Center Subscriber. See Direct Install for
Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 83.
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Cisco Unified Intelligence Center. See Cisco Unified Intelligence Center, on page
133.
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Create VM for Cisco Unified CVP Reporting Server
Create VM for Cisco Unified CVP Reporting Server
Follow this sequence of tasks to directly create a virtual machine for the CVP Reporting Server.
Sequence Task
1
Using CCE-PAC-M1-CVP-Reporting.ova, Create a Virtual Machine from the OVA, on page
64.
Select CVP Reporting Server from the drop-down.
2
Install Windows Server 2008, on page 69
3
Install VMware Tools for VMs on Windows, on page 70
4
Configure Network Adapters for Cisco Unified CVP, on page 76
5
Run Windows Updates, on page 72
6
Install Anti-virus Software, on page 67
7
Configure a Database Drive, on page 67
8
Install Cisco Unified CVP Reporting Server, on page 77
9
Configure the VM on the destination system. See Cisco Unified Customer Voice Portal Reporting
Server, on page 145.
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8
Tasks Common to Golden Template and Direct
Installations
• Open Virtualization Files, page 63
• Mount and Unmount ISO Files, page 63
• Create a Virtual Machine from the OVA, page 64
• Configure DNS Server, page 67
• Configure a Database Drive, page 67
• Install Anti-virus Software, page 67
• Update the Java Runtime Environment (Optional), page 68
Open Virtualization Files
Open Virtualization Format files define the basic structure of the VMs that are created—including the CPU,
RAM, disk space, reservation for CPU, and reservation for memory.
OVA files for Packaged CCE are contained in the CCE-PAC-M1-OVA-v10x.zip file at Cisco.com.
1 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.
2 Download and extract the file and save the OVAs to your local drive.
Mount and Unmount ISO Files
Upload ISO image to data store:
1 Select the host in the vSphere client 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.
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Create a Virtual Machine from the OVA
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 in the vSphere client 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 in the vSphere client 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).
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
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RAID Group
VM Datastore
ESXi Host
Virtual Machines
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
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
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RAID Group
VM Datastore
ESXi Host
Virtual Machines
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
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
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.
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Unified CCE Data Server, Side B
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.
Configure a Database Drive
Procedure
Step 1
Step 2
Step 3
Choose Start > All Programs > Administrative Tools > Computer Management.
Under Storage, click Disk Management.
In Initialize Disk pop up window, under Select disks. Check Disk 1 and choose MBR (Master Boot Record)
under Use the following partition style for the selected disks pane. Click OK.
Step 4
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.
Install Anti-virus Software
Install one of the supported anti-virus software products (see Third-Party Software, on page 6).
Important
Disable automatic updates. Update anti-virus software manually.
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Update the Java Runtime Environment (Optional)
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
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.
Update the Java Runtime Environment (Optional)
The Unified CCE Installer installs the Java Runtime Environment (JRE) to a default location (for example,
C:\Program Files\Java\jre6) and creates a JAVA_HOME environment variable set to that location. In most
circumstances, you do not need to modify or configure the JRE. For information on the version installed, see
Third-Party Software, on page 6.
If you have requirements for a different version of the JRE, you can update the JRE to a later version.
To update the JRE to a later version:
1 Review Third-Party Software, on page 6 to confirm that Packaged CCE supports the JRE version you
want to install.
2 Follow the Oracle JRE installer procedure to install the JRE to the VM on which your Unified CCE
components are installed.
3 Set the JAVA_HOME environment variable to the location of the new JRE.
4 Restart the virtual machine.
When you have completed the update to the new JRE version, uninstall the old JRE.
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CHAPTER
9
Software Installations for Golden Templates and
Direct Installations
• Install Windows Server 2008, page 69
• Install Microsoft SQL Server, page 72
• Install Cisco Unified Contact Center Enterprise, page 75
• Install Cisco Unified CVP Server, page 76
• Install Cisco Unified CVP Reporting Server, page 77
• Install and Configure External AW-HDS-DDS, page 77
• Golden Template Install for VOS-Based Contact Center Applications, page 79
• Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, page 80
• Configure the Cluster for Cisco Unified Communications Manager, page 82
• Configure Cisco Unified Communications Manager Service Configuration Settings, page 82
• Install Cisco Unified Communications Manager Publisher, page 82
• Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , page 83
• Configure the Cluster for Cisco Unified Intelligence Center, page 84
• Configure the Cluster for Cisco Finesse, page 85
Install Windows Server 2008
Complete the following procedure to install Microsoft Windows Server.
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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 63.
Power on the VM.
Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
Click Install Now.
Select Windows Server 2008 R2 Standard Edition Full install. Then click Next.
Step 6
Step 7
Step 8
Step 9
Accept the license terms.
Select Custom (Advanced). Then click Next. 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.
Install VMware Tools for VMs on Windows
Procedure
Step 1
Step 2
Step 3
Power on the VM.
Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
Step 4
At the VM console, check Always do this for software and game.
Click Run setup64.exe.
Step 5
Click Next at the VMware tools installation wizard.
Step 6
Accept the default setup type (Typical). Then click Next.
Step 7
Step 8
Click Install.
Restart when you are prompted to do so.
Configure Network Adapters for Call Server and Data Server
The Call Server and the Data Server each have two network adapters. You must identify them by MAC address
and Network Label, rename them, configure them, and set the binding order.
Procedure
Step 1
Identify the MAC addresses and labels for the network adapters as follows:
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a) From vCenter, select and right-click the VM.
b) Select Edit Settings. In the Hardware tab, click Network adapter 1. In the right panel, write down the last
few digits of MAC Addresses and note whether the label is UCCE Public or UCCE Private. For example,
Network Adapter 1 might have a MAC address that ends in 08-3b and the Network label UCCE Public.
c) Repeat for Network adapter 2, noting its MAC address and label.
d) From the VM console, type ipconfig/all from the command line. This displays the adapter names and
Physical Addresses.
e) Note the adapter names and Physical Addresses and match them with the MAC addresses and labels that
you noted in VMware. For example, in ipconf/all, Local Area Connection 2 might have might have Physical
Address that ends in 08-3b.
f) Match the MAC address of the network adapter that VMware identified as UCCE Public with the
corresponding Physical Address of Local Area Connector. In this example, the Physical Address of Local
Area Connection 2 (08-3b) matches the MAC Address (o8-3b) of Network Adapter 1 matches. This means
that Local Area Connection 2 is UCCE Public.
Step 2
Locate and rename the network adapters in Windows as follows:
a) Open the Network and Sharing Center and select Local Area Connection.
b) Right-click Local Area Connection and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above.
c) Right-click Local Area Connection 2 and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above. In the example above, Local Area Connection 2 is renamed to
UCCE Public.
Step 3
Set the Properties for UCCE Public as follows:
a) Right-click UCCE Public and select Properties.
b) In the Networking dialog box, de-select Internet Protocol Version 6 (TCP/IPv6).
c) In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.
d) In the General dialog box for Internet Protocol Version 4 , select Use the following IP address and enter
the IP address, the Subnet mask, the default gateway and DNS servers.
e) Click OK and Close to exit.
Step 4
Set the Properties for UCCE Private as follows:
a) Right-click UCCE Private and select Properties.
b) In the Networking dialog box, de-select Internet Protocol Version 6 (TCP/IPv6).
c) In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
d) In the General dialog box for Internet Protocol Version 4 , select Use the following IP address and enter
the IP address and Subnet mask.
e) Click Advanced. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
f) Click OK to exit.
g) Navigate to c:\windows\system32\drivers\etc and edit the Host file and add an entry with the IP address
and fully-qualified domain name of the server.
h) In the DNS Server, add an entry for the private IP address. Append a suffix such as p to the hostname for
this IP, to identify it as a private.
Step 5
Set the binding order as follows:
a) In Network Connections, press Alt. Then select Advanced > Advanced Settings.
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b) In the top panel of the Adapters and Bindings dialog box, make sure that the UCCE Public connection is
above the UCCE Private connection. Use the arrow buttons if necessary to put them in the correct sequence.
Then click OK.
Run Windows Updates
Procedure
Step 1
Step 2
Download and run Service Pack1.
Run the critical MS Windows Update.
After the update is complete, click Do not enable automatic updates.
Be sure to uncheck Internet Explorer 10 from the list of important updates.
Step 3
Run a Windows hotfix, available at http://support.microsoft.com/kb/2550978. After clicking the Hotfix
Download Available button, select the hotfix for Platform type x64.
Install Microsoft SQL Server
Install Microsoft SQL Server and store the SQL Server log and temporary files on the same physical disk as
the operating system (typically the C drive).
Procedure
Step 1
Step 2
Mount the Microsoft SQL Server ISO image to the virtual machine. See Mount and Unmount ISO Files, on
page 63.
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 Licence Terms and click Next.
Step 6
Click Install on the Setup Support Rules page.
Step 7
On the Setup Support Rules page, click Next.
Step 8
On the Setup Role page, select SQL Server Feature Installation. Then click Next.
Step 9
On the Feature Selection page, select only the following; then click Next.
• Database Engine Services
• Client Tools Connectivity
• SQL Server Books Online
• Management Tools - Basic
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• Management Tools - Complete
• SQL Client Connectivity SDK
Step 10 On the Installation Rules page, click Next.
Step 11 On the Instance Configuration page, select Default Instance . Click Next.
Step 12 On the Disk Space Requirements page, click Next.
Step 13 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 14 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 Binary 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. Follow the link at the bottom of this procedure for information about collation
settings.
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.
Step 15 On the Database Engine Configuration page:
a) Check Mixed Mode.
b) Enter your password and confirm it by reentering it.
c) Click Add Current User.
d) Click Next.
Step 16 Click Next on the Error reporting page.
Step 17 Click Next on the Installation Configuration Rules page.
Step 18 Click Install on the Ready to Install page.
Step 19 Click Close at the Complete page.
Step 20 Install SQL Server Service Pack. Follow the Wizard and accept all defaults.
Step 21 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: Named Pipes, TCP/IP, then click OK.
e) In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
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f) In the right pane, right-click Named Pipes and select Enable.
Step 22 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.
Step 23 Restart the SQL Server service.
Related Topics
Collation and Locale Settings for Localization, on page 74
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
Korean
Korean_Wansung
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Windows Language
SQL Server Collation Setting
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.
Install Cisco Unified 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 63.
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.
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Install Cisco Unified CVP Server
Install Cisco Unified CVP Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 63.
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) Choose U-Law encoded wave format.
e) In the Choose Destination Location screen, accept the default. Click Next.
f) In the X.509 certificate screen, enter the information that you want to include in the certificate.
g) In the Ready to Install screen, click Install.
h) For the OAMP Server only, enter and confirm a password. Click Next.
i) Click Finish to restart the server.
If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them.
Unmount the ISO image.
Configure Network Adapters for Cisco Unified CVP
Unified CVP has only one network adapter to configure. You must rename it and set its properties.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Click Start. Then Control Panel.
Click Network and Sharing Center. Then click Change adapter settings in the left panel.
Right-click the adapter and select Rename. Then change the name to UCCE Public.
Right-click UCCE Public and select Properties.
In the Networking dialog box, de-select Internet Protocol Version 6 (TCP/IPv6).
In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.
In the General dialog box for Internet Protocol Version 4 , select Use the following IP address and enter the
IP address, the Subnet mask, the default gateway and DNS servers.
Click OK and Close to exit.
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Install Cisco Unified CVP Reporting Server
This task is required for direct install of the optional CVP Reporting server.
Before installing the Unified CVP Reporting Server, you must configure a database drive (see Configure a
Database Drive, on page 67).
Complete the following procedure to install the Unified CVP Reporting server:
Procedure
Step 1
Step 2
Step 3
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 63.
Copy the current Engineering Specials to the local drive.
Run setup.exe from the DVD drive located at CVP\Installer_Windows directory.
Step 4
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 location for the CVP installation folder.
d) Fill in the X.509 Certificate screen. 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.
Step 5
Step 6
If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them.
Unmount the ISO image.
What to Do Next
Repeat this procedure if your deployment requires a second Unified CVP Reporting Server.
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.
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Requirement for the External Server
Refer to the Cisco Unified Contact Center Enterprise Design Guide 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, on page 69
• Install Anti-virus Software, on page 67
• Install Microsoft SQL Server, on page 72
• Install Cisco Unified Contact Center Enterprise, on page 75. 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 89
• 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 92.
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.
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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 .
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.
Select 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.
Golden Template Install for VOS-Based Contact Center Applications
Complete this procedure to create golden templates for the VOS-based contact center applications.
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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 63.
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 Unified Communications Manager, and Cisco Unified Intelligence Center. Do not use
this procedure to create golden templates.
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 67.
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.
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c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)
u)
v)
w)
In the Product Deployment Selection screen, select OK.
In the Proceed with Install screen, select Yes.
In the Platform Installation Wizard screen, select Proceed.
In the Apply Patch screen, select No.
In the Basic Install screen, select Continue.
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.
In the Auto Negotiation Configuration screen, select Yes.
In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
In the DHCP Configuration screen, select No. (Finesse does not have this step.)
In the Static Network Configuration screen, enter static configuration values. Select OK.
In the DNS Client Configuration screen, select Yes.
Enter your DNS Client Configuration. Select OK.
In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and
confirm the password for the administrator. select OK.
In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit Location, State, and Country. Select OK.
In the First Node Configuration screen, select Yes. Then select OK.
In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select
OK.
See NTP and Time Synchronization, on page 15 to determine the correct NTP server information to enter.
Proper NTP configuration is essential.
In the Security Configuration screen, enter the security password and select OK.
In the SMTP Host Configuration screen, select No. (Finesse does not have this step.)
In the Application User Configuration screen, enter the application username, Enter and confirm the
application user password. Select OK.
In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
• 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.
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.
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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.
Configure Cisco Unified Communications Manager Service Configuration
Settings
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 CCE, Unified
Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch
office.
Set the following configuration parameters to make Unified Communications Manager use the Ingress gateway
instead of Unified CVP as the originating location of the call. These settings ensure that CAC can be properly
adjusted based on the locations of the calling endpoint and the phone.
Procedure
Step 1
Step 2
Set "Accept Unknown TCP connection" in Unified CM Service parameters.
Step 3
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.
Step 4
Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to “None”.
Install Cisco Unified Communications Manager Publisher
The Cisco Unified Communications Manager publisher is installed on the Linux-based Unified Communications
Operating System, which is documented in the Component Software section. Click here to Golden Template
Install for VOS-Based Contact Center Applications, on page 79. When you have finished, return to this page
to continue with the sequence of tasks.
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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 Unified 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 80
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 67
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.
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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.
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.
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.
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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.
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PART
III
Configuration
• Cisco Unified CCE Data Server, page 89
• Cisco Unified CCE Call Server, page 97
• Cisco Unified Customer Voice Portal, page 107
• Configure Cisco IOS Enterprise Voice Gateway, page 115
• Cisco Unified Communications Manager, page 121
• Set Deployment Type, page 131
• Cisco Unified Intelligence Center, page 133
• Cisco Finesse, page 137
• Cisco Unified Customer Voice Portal Reporting Server, page 145
CHAPTER
10
Cisco Unified CCE Data Server
This chapter contains the configuration procedures you must perform for the Unified CCE Data Servers on
Side A and Side B.
• Configure SQL Server, page 89
• Configure Domain Manager, page 90
• Set Up the Instance, page 90
• Configure the Logger, page 91
• Configure Logger Database and Log, page 91
• Configure Logger Component in Web Setup, page 92
• Apply Base Configuration, page 93
• Run Base Configuration Using the ICMDBA Tool, page 93
• Configure AW Database and Log, page 94
• Configure Administration Server and Real-Time Data Server Components , page 95
• Configure Unified Intelligence Center SQL User Account, page 96
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.
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d) Double-click BUILTIN\Administrators.
e) Choose Server Roles.
f) Make sure that public and sysadmin are both checked.
Configure Domain Manager
DO THIS ONCE, on the first Unified Data Server that you configure.
Important
You must create the Cisco Root OU in the same domain to which the Unified CCE servers belong.
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.
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.
On the Add Instance page, configure as follows:
a) Choose the facility and instance.
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b) In the Instance Number field, enter 0.
Step 5
Click Save.
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
d) Choose the E drive.
e) Enter 665600 MB in the Size field.
f) Click OK to return to the Create Database dialog box.
g) Click Add again.
h) Choose the E drive.
i) Enter 3072MB in the Size field.
j) 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.
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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.
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.
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Apply Base Configuration
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
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
Base Configuration Updates, on page 173
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.
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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
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 10 Return to the ICMDBA tool.
a) Click the logger database (<instance_sideA).
b) Open Data on the menu bar and click Synchronize.
c) Under the Target Pane, select the CCE Data Server on Side B.
d) Enter the database name as <instance name>_sideB for the target side.
e) Click Synchronize.
Step 11 Click Start.
Step 12 Click Yes for all messages.
Step 13 Click Close.
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.
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c)
d)
e)
f)
g)
h)
i)
j)
k)
Step 7
Click Data
Choose the C drive.
Enter 1400 MB in the Size field.
Click OK to return to the Create Database dialog box.
Click Add again.
In the Add Device dialog box, click Log.
Choose the C drive.
Enter 100 MB in the Size field.
Click OK to return to the Create Database dialog box.
In the Create Database dialog box, click Create. Then click Start.
When you see the successful creation message, click OK and then Close.
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) Do not click Agent Re-skilling or Configuration Management Service.
c) Do not click the Agent Re-skilling Web Tool.
d) Check Internet Script Editor (ISE) Server.
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e) 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.
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.
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.
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CHAPTER
11
Cisco Unified CCE Call Server
This chapter contains the configuration procedures you must perform for the Unified CCE Call Servers on
Side A and Side B.
• Configure Unified CCE Router, page 98
• Add Generic PG, page 98
• Add PIM1 (CUCM PIM), page 99
• Add PIM2 (First VRU PIM), page 99
• Add PIM3 (Second VRU PIM), page 100
• Add PIM4 (Third VRU PIM), page 100
• Add PIM5 (Fourth VRU PIM), page 101
• After Creating PIMs, page 101
• Configure CTI Server, page 102
• Install JTAPI, page 103
• Configure Media Routing Peripheral Gateway, page 103
• Configure CTI OS Server, page 105
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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.
Add Generic PG
The generic PG must be the first PG that you add. It is assigned the PG ID of PG1.
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.
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Add PIM1 (CUCM PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
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.
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.
Add PIM2 (First VRU PIM)
Procedure
Step 1
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Step 2 Select Client Type of VRU and PIM2 then click OK.
Step 3 Check Enabled.
Step 4 In the Peripheral name field, enter CVP1.
Step 5 In the Peripheral ID field, enter 5001.
Step 6 In the VRU hostname field, enter the hostname of CVP1 (Side A).
Step 7 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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Add PIM3 (Second VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
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.
In the Peripheral ID field, enter 5002.
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
In the VRU hostname field, enter the hostname of CVP1 (Side B).
In the VRU Connect port field, enter 5000.
In the Reconnect interval (sec) field, enter 10.
In the Heartbeat interval (sec) field, enter 5.
In the DSCP field, choose CS3(24).
Click OK .
Add PIM4 (Third VRU PIM)
Procedure
Step 1
In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box,
click Add.
Step 2 Select Client Type of VRU and PIM4 then click OK.
Step 3 Check Enabled.
Step 4 In the Peripheral name field, enter CVP3.
Step 5 In the Peripheral ID field, enter 5003.
Step 6 In the VRU hostname field, enter the hostname of CVP2 (Side A).
Step 7 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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Add PIM5 (Fourth VRU PIM)
Add PIM5 (Fourth VRU PIM)
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
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.
In the Peripheral ID field, enter 5004.
In the VRU hostname field, enter the hostname of CVP2 (Side B).
In the VRU Connect port field, enter 5000.
Step 8
Step 9
Step 10
Step 11
In the Reconnect interval (sec) field, enter 10.
In the Heartbeat interval (sec) field, enter 5.
In the DSCP field, choose CS3(24).
Click OK .
After Creating PIMs
Perform this task at the Peripheral Gateway Component Properties page.
Procedure
Step 1
Step 2
Step 3
Step 4
Enter 5000 in the Logical Controller ID field.
Enter 0 in the CTI Call Wrapup Data delay field.
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 Protocols Properties dialog box, complete all interface fields:
a) For Side A PG:
• Select Side A Preferred.
• For Side A Properties, check Call Router is local.
• For B Properties, check Call Router is remote (WAN).
b) For Side B PG:
• Select Side B Preferred.
• For Side A Properties, check Call Router is remote (WAN).
• For Side B Properties, check Call Router is local.
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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 and Visible network interface hostnames. For the PG and Router entries, use the same
hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
b) Click the QoS button in the Private 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 Visible Interfaces section for both the Side A and Side B PGs. 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
Step 3
Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup .
In the Instance Components pane of the Components Setup dialog box, click Add.
In the Component Selection dialog box, click CTI Server.
a) Check Production mode.
b) Check Auto start at system startup.
c) Check Duplexed CTI Server.
d) Choose CG1 in the CG node properties pane ID field.
e) Enter 1 in the CG node properties ICM system ID field.
f) Click the appropriate side.
g) 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
Step 6
Step 7
Step 8
Step 9
Click Next.
In the Network Interface Properties dialog box, fill in all interface fields Then click Next .
Under the Check Setup Information page, click Next.
In the Setup Completed dialog box, click Finish.
Click Exit Setup.
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Install JTAPI
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Unified CCE Call Server, launch the Unified Communications Manager in a browser
(https://{callmanager-hostname/ccmadmin}) and sign in.
Navigate to Application > Plugins. Click Find.
Download the Cisco JTAPI 32-bit Client for Windows.
Install the downloaded file, accepting all of the default settings.
At the prompt, enter the IP address for the Unified Communications Manager TFTP Server.
Step 6
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.
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 Social Miner. 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 PG2B.
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.
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c)
d)
e)
f)
g)
Check Duplexed Peripheral Gateway.
Choose PG2 in the PG node Properties ID field.
Click the appropriate side.
Under Client Type pane, add Media Routing to the selected types.
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) For Side A PG:
• Select Side A Preferred.
• For Side A Properties, check Call Router is local.
• For B Properties, check Call Router is remote (WAN).
b) For Side B PG:
• Select Side B Preferred.
• For Side A Properties, check Call Router is remote (WAN).
• For Side B Properties, check 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.
d) Click Next.
Step 7
In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.
a) Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same
hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
b) Click the QoS button in the Private 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 Visible Interfaces section for both the Side A and Side B PGs. In the PG
Visible Link QoS Settings, check Enable QoS, click OK.
d) 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.
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Configure CTI OS Server
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 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
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 and click OK.
In the Enter Desktop Drive dialog box, choose drive C and click OK.
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 10 In the Peripheral Identifier dialog box, accept all defaults and Click Next.
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.
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.
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Configure CTI OS Server
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CHAPTER
12
Cisco Unified Customer Voice Portal
This chapter explains the procedures you must perform to configure the Cisco Unified CVP Call and OAMP
servers on Side A and Side B.
• Validate Network Card, page 108
• Configure Unified CVP Call Server, page 108
• Configure Unified CVP VXML Server, page 109
• Configure Gateways, page 109
• Configure Unified CVP Media Server, page 110
• Transfer Scripts and Media Files, page 110
• Transfer License Files, page 111
• Configure SNMP, page 111
• Configure SIP Server Group, page 111
• Configure Dialed Number Patterns, page 112
• Location-Based Call Admission Control, page 114
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Validate Network Card
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
Step 5
Uncheck Internet Protocol Version 6 (TCP/IPV6).
Check Internet Protocol Version 4 and select Properties.
Step 6
Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS
servers for the template.
Click OK.
Step 7
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.
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Configure Unified CVP VXML Server
Configure Unified CVP VXML Server
Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP
Servers.
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
In the Unified CVP Operations Console, navigate to the Device Management > Media Server.
Click Add New.
On the General tab, configure the following.
a) Enter the IP address and the hostname of the Unified CVP server.
b) Check FTP Enabled.
c) Either Check Anonymous Access or enter the credentials.
d) Click Test SignIn to validate the FTP access.
Step 4
Step 5
Step 6
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.
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 179
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.
e) Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.
Note
Do not put the Publisher node in the server
group.
SIP server group for Communications Manager is not required for SCC deployment as there is no direct
SIP trunk created from Communications Manager to CVP in SCC model.
The FQDN should match the FQDN configured in the Cluster FQDN setting that will be configured in
Enterprise Parameters on the Cisco Unified Communications Manager. See Configure Fully Qualified Domain
Name, on page 124
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 the 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
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Configure Dialed Number Patterns
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.
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.
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Location-Based Call Admission Control
Location-Based Call Admission Control
Refer to this topic in the Appendix: Configure Cisco Unified Communications Manager Service Configuration
Settings, on page 82
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CHAPTER
13
Configure Cisco IOS Enterprise Voice Gateway
• Configure Cisco IOS Enterprise Voice Gateway, page 115
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
Step 3
Configure voice codec preference:
voice class codec 1
codec preference 1 g729r8
codec preference 2 g711ulaw
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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
# Configure CVP Ringtone
dial-peer voice 919191 voip
description CVP SIP ringtone dial-peer
service ringtone
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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
dial-peer voice 70022 voip
description Used for Switch leg SIP Direct
preference 1
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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
voice-card 3
dspfarm
dsp services dspfarm
voice-card 4
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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)
rai target ipv4:###.###.###.### resource-group1 (CVP2B)
permit hostname dns:%Requires manual replacement - ServerGroup Name defined in CVP.System.SIP
Server Groups%
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CHAPTER
14
Cisco Unified Communications Manager
This chapter contains the configuration procedures you must perform to configure Unified Communications
Manager on Side A and Side B.
• Unified Communications Manager License, page 122
• Activate Services, page 122
• Configure Fully Qualified Domain Name, page 124
• Configure Cisco Unified Communications Manager Groups, page 124
• Configure Conference Bridges, page 124
• Configure Media Termination Points, page 125
• Configure Transcoders, page 125
• Configure Media Resource Groups, page 126
• Configure and Associate Media Resource Group List, page 127
• Configure CTI Route Point, page 127
• Configure Application User, page 128
• Configure SIP Options, page 128
• Configure Trunk, page 128
• Configure Route Group, page 129
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Unified Communications Manager License
Unified Communications Manager License
Generate and Register License
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Launch Unified Communications Manager in a browser (http://<IP Address of CUCM Publisher>).
Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
Under Other Fulfillment options, click Generate License Request.
When the License Request and Next Steps window opens, copy the text (PAK ID).
Click the Cisco License Registration link.
Sign in and click Continue to Product License Registration.
In the Enter a Single PAK or Token to fulfill field, paste your PAK ID and click Fulfill Single PAK/Token,
You will receive the license file in an email message.
Install 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. 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.
Activate Services
Complete the following procedure to activate service.
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Activate Services
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
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Configure Fully Qualified Domain Name
Configure Fully Qualified Domain Name
Procedure
Step 1
Step 2
Step 3
Step 4
Open Cisco Unified Communications Manager and log in.
Navigate to System > Enterprise Parameters.
Fill in Clusterwide Domain Configuration > Cluster Fully Qualified Domain Name with the Fully Qualified
Domain Name of your cluster.
Click Save.
Configure Cisco Unified Communications Manager Groups
Complete the following procedure to add a Cisco Unified Communications Manager to the Unified
Communications Manager Group.
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
Step 5
Step 6
Move the two subscribers from the Available panel to the Selected panel.
Click Save.
Click Reset.
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
115.
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Configure Media Termination Points
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
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 115.
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.
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Configure Media Resource Groups
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 115.
# 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 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.
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Configure and Associate Media Resource Group List
d) Click Save.
Step 5
Click Save.
Configure and Associate Media Resource Group List
Procedure
Step 1
Step 2
Step 3
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.
Step 4
Step 5
Step 6
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.
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.
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Configure Application User
Configure Application User
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Cisco Unified Communications Manager 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 99
Enter cisco in the Password and Confirm Password fields. These must match the values used in PG Setup
on the Call Server.
Click Add to Access Control Group. Then click Find and select Standard CTI Allow Call Monitoring and
Standard CTI Enabled.
Step 6
Click Add Selected.
Step 7
Step 8
Select the CTI Route Point from Available Devices and add it to the list of Controlled 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:
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a) In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination
port of 5060.
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 Group
Complete the following procedure to create a route group.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified Communications Manager, select Call Routing > Route Hunt > Route Group.
Click Add New.
Enter a name for the route group; for example, CVP Route Group.
Using the Add to Route Group button, add all CVP Trunks as Selected Devices.
Click Save.
Configure Route List
Complete the following procedure to add a route list to the route group.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified Communications Manager, select Call Routing > Route Hunt > Route List.
Click Add New.
Enter a name for the route list; for example, CVP Route List.
Select a Cisco Unified Communications Manager Group
Click Save.
Configure Route Pattern
Complete the following procedure to add a route pattern to the route list.
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Configure Route Group
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Unified Communications Manager, select Call Routing > Route Hunt > Route Pattern.
Click Add New.
Enter a route pattern of 888111000XXXX.
Select the route list that you created.
Keep all defaults in all panels
Click Save.
Click OK at the message about the Forced Authorization Code. You do not want a Forced Authorization
Code.
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CHAPTER
15
Set Deployment Type
Do this after you configure Unified Communications Manager and before you configure Unified Intelligence
Center and Finesse.
• Set Deployment Type, page 131
Set Deployment Type
Before You Begin
The workflow for validating Packaged CCE PCCE-PAC-M1 and building the system inventory requires you
to enter credentials for system components.
Procedure
Step 1
Step 2
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).
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.
Step 3
Step 4
Select Packaged CCE: CCE-PAC-M1.
Enter fields for the IP address, the Username, and Password for the VMware hosts for Side A and Side B.
Then click Next.
The VMware hosts are the two UCS servers where the ESXi is installed. The ip address or hostname for the
VMware hosts are assigned to the management network in ESXi. The username and password fields are the
host login names and passwords configured in ESXi.
Step 5
On the Specify Side A CM Information dialog box:
• For an on-box Unified Communications Manager, select Unified CM Publisher from the drop-down
menu. Then enter the AXL Username and Password.
• For an external Unified Communications Manager deployment, enter the Unified CM Publisher Name
and IP address. Then enter the AXL Username and Password.
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Step 6
Step 7
On the Specify CVP Ops Console Server Information dialog, enter the CLI Username and Password for the
Web Services manager. Then click Next.
At the Specify Unified CCE Data Server Information page, enter the Username and Password for the Unified
CCE Diagnostic Framework Service and then click Next.
These credentials must be for a domain user who is a member of the Config security group for the instance,
and valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and the
Side A and B Unified CCE Call Servers).
This opens a Congratulations screen.
Step 8
Click Finish.
This opens the System Inventory page.
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16
Cisco Unified Intelligence Center
This chapter contains the configuration procedures you must perform to configure Unified Intelligence Center
on Side A and Side B.
• Configure Unified Intelligence Center Data Sources, page 133
• Download Report Bundles, page 134
• Import Report Bundles, page 135
• Configure Unified Intelligence Center Administration, page 136
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 {instance}_awdb.
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.
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i) Click Test Connection.
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)
g)
Step 5
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.
b)
c)
d)
e)
f)
g)
h)
i)
j)
Step 6
For Port, enter 1433.
For an external HDS, enter {instance}_awdb.
Complete other fields as in the Primary tab.
Click Test Connection.
Click Save.
For Port, enter 1433.
In the Database Name field, enter {instance}_awdb.
Select the timezone.
In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence
Center SQL Server user account.
Enter and confirm the Cisco Unified Intelligence Center User password.
For Charset, enter the charset of the installed SQL.
Leave the Instance field blank.
Click Test Connection.
Click Save.
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)
d)
e)
f)
In the Database Name field, enter {instance}_awdb.
Complete other fields as in the Primary tab.
Click Test Connection.
Click Save.
Download Report Bundles
The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com
http://software.cisco.com/download/type.html?mdfid=282163829&catid=null. Click the Intelligence Center
Reports link to view all available report bundles:
• Realtime and Historical Transitional templates - Introductory templates designed for new users. These
templates are simplified versions of the All Fields templates, and are similar to templates available in
other contact center solutions.
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• Realtime and Historical All Fields templates - Templates that provide data from all fields in a database.
These templates are most useful as a basis for creating custom report templates.
• Live Data templates - Templates that provide up to the moment data for contact center activity.
• Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity.
Import these templates if your deployment includes Outbound Option.
• Realtime and Historical Cisco SocialMiner templates - Templates for reporting on SocialMiner activity.
Import these templates if your deployment includes SocialMiner.
• Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified
Intelligence Server audit trails, permissions, and template ownership.
Some of the templates in these bundles are not applicable in Cisco Packaged CCE deployment. See the Cisco
Packaged Contact Center Enterprise Reporting User Guide at http://www.cisco.com/en/US/products/ps12586/
tsd_products_support_series_home.html for more information about the templates used in Packaged CCE
deployments.
Additionally, sample custom report templates are available from the Cisco Developer Network (http://
developer.cisco.com/web/ccr/documentation), and include templates for:
• Cisco Unified E-Mail Interaction Manager (Unified EIM)
• Cisco Unified Web Interaction Manager (Unified WIM)
• Cisco Unified Customer Voice Portal (Unified CVP)
Import Report Bundles
Procedure
Step 1
Step 2
Click Reports in the left pane.
Click Import Report.
Step 3
In the File Name (XML or ZIP file) field, click Browse.
Step 4
Browse to and select the report bundle zip file, and click Open.
Step 5
Step 6
Step 7
Select the location where you want to save the file.
Click Import.
From the Data Source for ValueList drop-down list, select the data source used.
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 LiveData the Data Source for ReportDefinition should be LiveData JMS
DataSource. The Data Source for ValueList should be UCCE Realtime.
Click Import.
Step 8
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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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Cisco Finesse
This chapter contains the configuration procedures you must perform to configure Cisco Finesse on Side A
and Side B.
• Configure CTI Server Settings in Cisco Finesse Primary Node, page 137
• Configure Unified Contact Center Enterprise Administration and Data Server, page 138
• Restart Tomcat, page 138
• Live Data Reports, page 138
Configure CTI Server Settings in Cisco Finesse Primary Node
Procedure
Step 1
Step 2
Step 3
Launch the URL http://<HOST ADDRESS>/cfadmin, where hostname or IP address is the hostname or IP
address of your primary Finesse server.
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.
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Configure Unified Contact Center Enterprise Administration and Data Server
Procedure
Step 1
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.
g) Password: The password required to sign in to the database.
Step 2
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 .
Live Data Reports
Cisco Unified Intelligence Center provides Live Data real-time reports that you can add to the Finesse desktop.
Note
Finesse supports Live Data reports only with Packaged Contact Center Enterprise.
Prerequisites for Live Data
Before you add Live Data reports to the desktop, you must meet the following prerequisites:
• You must have the Live Data reports configured and working in Cisco Unified Intelligence Center.
• You must use either HTTP or HTTPS for both Cisco Unified Intelligence Center and Finesse. You
cannot use HTTP for one and HTTPS for the other. The default setting for both after a fresh installation
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is HTTPS. If you want to use HTTP, you must enable it on both Cisco Unified Intelligence Center and
Finesse. For information about enabling HTTP for Cisco Unified Intelligence Center, see the
Administration Console User Guide for Cisco Unified Intelligence Center.
• Ensure that user synchronization is enabled for Cisco Unified Intelligence Center. For more information,
see the Administration Console User Guide for Cisco Unified Intelligence Center.
• If your deployment uses HTTPS, you must upload security certificates to the Finesse and Cisco Unified
Intelligence Center servers. Both Finesse and Cisco Unified Intelligence Center are installed with
self-signed certificates. However, if you use the self-signed certificates, agents and supervisors must
accept certificates in the Finesse desktop when they sign in before they can use the Live Data gadget.
To avoid this requirement, you can provide a CA certificate instead. You can obtain a CA certificate
from a third-party certificate vendor or produce one internal to your organization. See the Live Data
information in the Reference, on page 173 chapter.
Add Live Data Reports to Finesse
The following sections describe how to add the Live Data reports to the Finesse desktop. The procedure that
you follow depends on your deployment. The following table describes when to use each procedure.
Procedure
When to use
Add Live Data reports to default desktop layout
Use this procedure if you want to add Live Data
reports to the Finesse desktop after a fresh installation
or after an upgrade if you have not customized the
default desktop layout.
Add Live Data reports to custom desktop layout
Use this procedure if you have customized the Finesse
desktop layout.
Add Live Data reports to team layout
Use this procedure if you want to add Live Data
reports to the desktop layout for specific teams only.
Add Live Data Reports to Default Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the default desktop layout. Use this
procedure after a fresh installation of Finesse. If you upgraded Finesse but do not have a custom desktop
layout, click Restore Default Layout on the Manage Desktop Layout gadget and then follow the steps in this
procedure.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Remove the comment characters (<!-- and -->) from each report that you want to add to the desktop layout.
Make sure you choose the reports that match the method your agents use to access the Finesse desktop (HTTP
or HTTPS).
Replace my-cuic-server with the fully-qualified domain name of your Cisco Unified Intelligence Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=400&viewId=
99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170
pixels.
Step 6
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of columns, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Add Live Data Reports to Custom Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to a custom desktop layout.
Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use
HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code
for the HTTPS report.
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Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=
310&viewId=99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
Step 5
Paste the XML within the tab tags where you want it to appear.
Example:
To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadgets>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId=99E6C8E210000141000000D80A0006C4&filterId=
agent.id=CL%20teamName</gadget>
</gadgets>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 6
Step 7
Replace my-cuic-server with the fully-qualified domain name of your Cisco Unified Intelligence Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=400&viewId=
99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170
pixels.
Step 8
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of columns, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
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Add Live Data Reports to Team Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the desktop layout of a specific team.
Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use
HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code
for the HTTPS report.
Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=
310&viewId=99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
Step 5
Step 6
Step 7
Step 8
Step 9
Click the Team Resources tab.
Select the team from the list of teams for which you want to add the report.
In the Resources for <team name> area, click the Desktop Layout tab.
Check the Override System Default check box.
Paste the XML within the tab tags where you want it to appear.
Example:
To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadgets>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId=99E6C8E210000141000000D80A0006C4&filterId=
agent.id=CL%20teamName</gadget>
</gadgets>
</tab>
<tab>
<id>manageCall</id>
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<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 10 Replace my-cuic-server with the fully-qualified domain name of your Cisco Unified Intelligence Server.
Step 11 Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=400&viewId=
99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170
pixels.
Step 12 Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of columns, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Modify Live Data Stock Reports for Finesse
This procedure describes how to modify the Live Data stock reports in Cisco Unified Intelligence Center and
add the modified report to the Finesse desktop layout.
Note
To make sure the modified gadget renders in the Finesse desktop, you must give the appropriate permission
for that report in Cisco Unified Intelligence Center.
Procedure
Step 1
Copy the gadget URL for the report you want to modify from the Finesse default layout XML and paste it
into a text editor.
Example:
If you want to modify the Agent Report for HTTPS, copy the following URL and past it into a text editor:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=
310&viewId=99E6C8E210000141000000D80A0006C4&filterId=agent.id=CL%20teamName</gadget>
Step 2
In Cisco Unified Intelligence Center, in Edit view of the report, select the view for which you want to create
a gadget URL and then click Links.
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The HTML Link field displays the permalink of the customized report.
Step 3
Copy the permalink of the customized report from the HTML Link field, and paste it in a text editor, and
then copy the viewID value from this link.
Example:
Copy the viewId, which is underlined in this example, from the permalink for the report.
https://<Server Name>:8444/cuic/permalink/PermalinkViewer.htmx?
viewId=5C90012F10000140000000830A4E5B33&linkType=htmlType&viewType=Grid
Step 4
Step 5
Step 6
Replace the viewID value in the gadget URL with the viewID value from the permalink of the customized
report.
Replace my-cuic-server with the FQDN of the Cisco Intelligence Center server.
Add the customized gadget URL to the desktop layout XML in the Manage Desktop Layout gadget and click
Save.
Note
After you add the gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of columns, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without the need to scroll.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
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CHAPTER
18
Cisco Unified Customer Voice Portal Reporting
Server
This chapter contains the configuration procedures you must perform to configure the Unified Voice Portal
Reporting Server.
The Unified CVP Reporting VM is required for customers who use Courtesy Callback and who want to run
Unified CVP IVR callback application reports.
• Configure CVP Reporting Server in CVP OAMP, page 145
• Unified CVP Reporting Users, page 146
• Obtain Cisco Unified Customer Voice Portal Report Templates, page 146
• Create Data Source for Cisco Unified CVP Report Data, page 146
• Import CVP Report Templates in Unified Intelligence Center, page 148
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.
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Unified CVP Reporting Users
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.
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:
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.
Create Data Source for Cisco Unified CVP Report Data
Perform the following procedure to create a data source.
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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.
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
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.
Default Permissions
View or edit the permissions for this datasource for My Group
and for the All Users group.
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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.
Import CVP Report Templates in Unified Intelligence Center
Packaged CCE supports the Callback reports only. Do not import other reports.
Procedure
Step 1
Launch the Unified Intelligence Center web application at https://<HOST
ADDRESS of CUIC
Publisher>:8444/cuic
Step 2
Step 3
Step 4
Step 5
Step 6
Click Reports.
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 Report.
Browse to the location where you copied the Unified CVP Reporting templates file and select the callback.zip
file. Then click OK.
Step 7 In the Save To field, navigate to and select the sub-category that you made in Step 3.
Step 8 Click Import.
Step 9 From the Data source for Report Definition drop down list, choose the Data source you created to access
the Unified CVP Reporting database.
Step 10 Click Import.
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PART
IV
Version Upgrade
• Upgrade from Release 9.0(x), page 151
CHAPTER
19
Upgrade from Release 9.0(x)
• Prepare to Upgrade, page 151
• Upgrade Sequence, page 152
• Upgrade Cisco Finesse, page 152
• Upgrade Customer Voice Portal and CVP Reporting, page 154
• Upgrade Unified Contact Center Data Server and Call Server, page 158
• Before Upgrading Cisco Unified Intelligence Center, page 165
• Upgrade Unified Intelligence Center, page 166
• Upgrade Unified Communications Manager, page 168
• Upgrade VMware Settings Utility, page 171
Prepare to Upgrade
You can upgrade to this Packaged CCE release from any version of Packaged CCE Release 9.0.
NTP Configuration
Packaged CCE has an increased dependence on time synchronization. Properly configuring NTP is critical
for reliability of reporting data and cross-component communication. It's important to implement the
requirements outlined in NTP and Time Synchronization, on page 15.
Base Configuration
Before you upgrade to this release, refer to the Base Configuration chapter in the Appendix: Base Configuration
Updates, on page 173. You must manually add requirements that were added to the base configuration
subsequent to the Packaged CCE 9.0(x) release from which you are upgrading.
System Requirements
This table shows hardware and software changes since Release 9.0(x). See also System Requirements, on
page 3 for fresh installs.
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Upgrade Sequence
Item
Requirement
VMware Host
VMware vSphere ESXi must be at the latest release
supported by the pre-upgrade version of Packaged
CCE. Sides A and B must be on the same version.
Cisco Unified Communications Manager
• Unified CM 9.1(1) and later maintenance
releases
• Unified CM 10.0(1) and later maintenance
releases
Anti-virus software
One of:
• Symantec Endpoint Protection 12.1
• Trend Micro Server Protect version 5.8
• McAfee VirusScan Enterprise 8.8i
Software licenses
• Upgrade Unified CVP license using the Cisco
Product Upgrade tool (PUT)
• Upgrade the Unified Communications Manager
license using the Communications Manager
interface.
Upgrade Sequence
In the same maintenance window, follow this sequence to upgrade all Packaged CCE components.
1
2
3
4
5
6
7
Upgrade Cisco Finesse and run VM Settings Utility for Finesse
Upgrade Unified CVP and run VM Settings Utility for CVP
Upgrade Unified CCE Servers and run VM Settings Utility for Unified CCE
Run the VM Settings utility for Unified Intelligence Center
Validate deployment
Upgrade Unified Intelligence Center
Upgrade Unified Communications Manager and run VM Settings Utility for Communications Manager
Upgrade Cisco Finesse
Perform Upgrade
Before You Begin
You must perform the upgrade on the primary Finesse node first, and then on the secondary Finesse node.
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Procedure
Step 1
Step 2
Perform a DRS backup on the primary Finesse server. To access the DRS application, direct your browser to
https://IP address of Finesse server:8443/drf. For more information, see the online help provided with the
DRS application.
Important
If a problem occurs with the upgrade and you need to roll back to the previous version, you need
the DRS backup to restore your system. If you do not use the DRS backup to restore your system,
replication to the second Finesse node breaks and cannot be repaired.
Save your current layout configuration. Sign in to the Administration Console on the primary Finesse node
(http://IP address or hostname of primary Finesse server/cfadmin). Copy the layout XML file from the Manage
Desktop Layout gadget on the Desktop Settings tab and save it as a text file on your local system.
Note
If you are currently running the default layout, the layout automatically upgrades to the new layout.
If you decide to use the layout from the previous version, you can copy and paste to the Manage
Desktop Layout gadget after the upgrade is complete.
Upgrade Finesse from DVD/CD
Procedure
Step 1
Step 2
SSH to your Finesse system and log in with the platform administration account.
From the CLI, run the command utils system upgrade initiate.
Step 3
Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate
command.
Mount the ISO image.
At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch
version.
After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname
of Finesse server).
Note
After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.
Repeat for the secondary Finesse server.
What to Do Next
If you want to restore a previous layout for the desktop, sign in to the Administration Console on the primary
Finesse node. Copy and paste your saved layout XML into the Manage Desktop Layout gadget.
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Upgrade Finesse from a Remote File System
Note
While you are waiting for the Finesse upgrade to complete, you can begin upgrading the Unified CVP
components.
Procedure
Step 1
Step 2
SSH to your Finesse system and log in with the platform administration account.
From the CLI, run the command utils system upgrade initiate.
Step 3
Choose SFTP or FTP.
Step 4
Follow the instructions provided by the utils system upgrade initiate command.
Step 5
Step 6
Provide the location and credentials for the remote site.
At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch
version.
After the upgrade is complete, run the utility to update the VMware settings. See Upgrade VMware Settings
Utility, on page 171.
Step 7
Step 8
Sign in to the Finesse Agent Desktop to verify that the upgrade was successful (http://IP address or hostname
of Finesse server).
Note
After Finesse restarts, wait approximately 20 minutes before you attempt to sign in to the desktop.
Step 9
Repeat for the secondary Finesse server.
Upgrade Customer Voice Portal and CVP Reporting
Pre-upgrade Tasks
Procedure
Step 1
Step 2
Step 3
Step 4
Close all programs.
Stop any third-party services and applications that are running on the server.
Back up the C:\Cisco\CVP folder for all CVP components except the Operations Console node.
Back up the Operations Console as follows:
a) Log in to Operations Console.
b) On the Operations Console page, click System > Export System Configuration > Export.
c) Manually copy the sip.properties file. (CVP Operations Console cannot export the sip.properties file.)
d) Save the CVP-OpsConsole-Backup.zip file.
Save the exported configuration and custom files on network storage media or a portable storage media.
Step 5
Back up the log files in the following directories:
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• <CVP_HOME>\logs
• <CVP_HOME>\lVXMLServer\logs
• <CVP_HOME>\applications\<app_name>\logs
Upgrade
Upgrade Cisco Unified CVP Operations Console
The default media files are overwritten during the Unified CVP upgrade. Customized media files, such as
whisper announcements and agent greetings, are not overwritten; they retain the format they had in previous
releases.
Procedure
Step 1
Step 2
To retain the default media file format for this Unified CVP release, which is U-Law, skip Step 2 and proceed
to Step 3.
If you are changing from the U-Law to A-Law format:
a) Navigate to the C:\Cisco\CVP\conf location.
b) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at
line 7 to enable the A-Law flag.
Note
Ensure that you leave a space before and after the "="
sign.
Step 3
From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run
setup.exe.
Step 4
Step 5
Step 6
Follow the instructions on the screen.
Restart the server.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Upgrade Cisco Unified CVP Call Server
When you upgrade the Unified CVP/VXML server, you must also upgrade Unified Call Studio to the same
version.
Procedure
Step 1
From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe.
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Step 2
Step 3
Follow the prompts as the installer guides you through the upgrade process.
Restart the server.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
What to Do Next
1 Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and Media.
2 Use the Cisco IOS CLI command call application voice load <service_Name> to load the gateway
download transferred files into the Cisco IOS memory for each Unified CVP service.
3 Restore any backed-up third-party libraries.
4 Re-license Unified CVP Servers with a license for the new version.
Obtain and Apply Upgrade License
The Unified CVP server and the Unified CVP Reporting Server require an updated license. The Operations
Console runs without requiring a license.
To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): http://
tools.cisco.com/gct/Upgrade/jsp/index.jsp. If there is an entitlement to upgrade, the tool returns a Product
Authorization Key (PAK), if not the tool displays the option to purchase a PAK.
Your new license is sent to you by email.
Save it locally so that you can transfer it using the Operations Console.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Operation Console, go to Bulk Administration > File Transfer > Licenses.
In the Device Association panel, select the device type from the drop-down list. For example select Unified
CVP Reporting Server or CVP Call Server.
Move the objects you want to license from Available to Selected.
In the Licenses Files panel, select Select new file and then browse to the location where you saved the upgrade
license.
Click Transfer.
Upgrade Reporting Server
Before You Begin
• Back up the Informix database.
Run C:\Cisco\CVP\bin\cvpbackup.bat. This backs up the database to
E:\cvp-db-backup\cvp-backup-data.gz.
• Turn off the scheduled purge.
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To do this, in the Active Tasks, double-click one of the Unified CVP tasks. Select all of the Unified
CVP-related tasks, right-click, and choose Disable.
• Ensure that Reporting Server is not part of any domain and is part of a workgroup. Add it to the domain
after the upgrade, if necessary.
Procedure
Step 1
Mount the Unified CVP ISO image, and run setup.exe.
The installer guides you through the upgrade process.
Step 2
On the password screen, enter the password, and click Upgrade.
Make a note of the password that you create during installation. This password is required when you log in
to Reporting Server for configuration.
Step 3
Step 4
Restart the Server.
Step 5
Step 6
If necessary, add the machine back to the domain.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Restore the backed-up database to the upgraded Reporting Server.
To restore, run c:\cisco\cvp\bin\cvprestore.bat.
Upgrade Gateway Cisco IOS Version
Do this for each gateway.
Procedure
Step 1
Step 2
Step 3
Step 4
Copy the new image from the remote TFTP server into flash memory, making sure that you specify your own
TFTP server's IP address and Cisco IOS filename.
Verify that the new image was downloaded.
Boot using the new image. Update the gateway config to boot using the new version.
Reload the gateway to use the new image.
See also http://www.cisco.com/en/US/docs/routers/access/as5350xm/software/configuration/guide/
54ovr.html#wp1054418.
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Pre-upgrade tasks
Disable Configuration Changes
Procedure
To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call
Server: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router
A\Router\CurrentVersion\Configuration\Global\DBMaintenance.
Identify Passwords
The workflow for validating Packaged CCE PCCE-PAC-M1 and building the system inventory requires you
to enter the usernames and passwords indicated below.
• VMHost for Side A
• VMHost for Side B
• AXL for Cisco Unified Communications Manager
• CVP CLI for Cisco Customer Voice Portal (by default, this is wsmadmin)
• Diagnostic Framework Portico for Cisco Contact Center Enterprise (must be the same on Side A and
Side B Call Servers and Data Servers)
Download the Enhanced Database Migration Tool
EDMT is a wizard application used to upgrade the Unified CCE database. You run this tool when you upgrade
the database on the Side A and Side B Data Servers and on any external AW-HDS-DDS servers.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Go to http://www.cisco.com
Click Support.
Click Downloads.
Click Browse all Download Categories.
In the Downloads Home > Products table, select Products > Customer Collaboraton > Contact Center
> Cisco Unified Contact Center Enterprise.
In the Select a Software type page, select Cisco Enhanced Data Migration Tool Software Releases and
navigate to the current release.
Select the EDMT zip file. Then click Download.
Download the file to the Unified CCE Data Server on Side A.
Repeat to download the EDMT file to the Unified CCE Data Server on Side B and to any external
AW-HDS-DDS servers.
Upgrade Side A
Stop Services on Side A Data Server, Call Server, and External AWs
Before you begin the upgrade, click the Unified CCE Service Control icon from the desktops. Stop all
services on the Side A Call Server, the Side A Data Server, and any external AWs, and change to Startup to
Manual.
Upgrade Data Server Databases
Procedure
Step 1
Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.
Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
From your download location, open EDMT and click Next.
Select Common Ground and click Next.
Click Yes to acknowledge the warning message.
Select the database: <instanceName>_SideA or <instanceName>_SideB.
Click Next.
Click Start Migration.
Click Yes to confirm that you are sure.
After EDMT has completed the logger database migration, exit EDMT.
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Run Setup for the Data Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2008 Security Hardening and click Next.
If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Run Setup for the Cisco Unified CCE Call Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.
If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are
complete. If you are not upgrading CTI OS Server, reboot is optional.
Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 171) only if
you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the Unified
CCE and CT IOS Server upgrades are complete.
Run Setup for Cisco CTI OS Server
This step is required only if CTI OS is installed.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Start the CTIOS installer for this release and follow the prompts.
If prompted, apply a Maintenance Release.
Click Upgrade All.
Click Yes.
Click Yes to reboot when the setup completes.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Shut Down Services on Side B and Any External AW-HDS-DDS
Before you bring up Side A, use the Unified CCE Service Control tool to shut down services as follows:
• Packaged CCE Data Server on Side B.
• Packaged CCE Call Server on Side B.
• Any external AW-HDS-DDS servers.
Start Side A and Verify Operation
Manually start services on the Packaged CCE Side A Call Server and Data Server.
Verify that Side A is working by placing a call and making sure it is successfully delivered to an agent.
Upgrade Side B
Upgrade Data Server Databases
Procedure
Step 1
Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database.
Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.
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Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
From your download location, open EDMT and click Next.
Select Common Ground and click Next.
Click Yes to acknowledge the warning message.
Select the database: <instanceName>_SideA or <instanceName>_SideB.
Click Next.
Click Start Migration.
Click Yes to confirm that you are sure.
After EDMT has completed the logger database migration, exit EDMT.
Run Setup for the Data Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2008 Security Hardening and click Next.
If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
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Run Setup for the Cisco Unified CCE Call Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.
If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are
complete. If you are not upgrading CTI OS Server, reboot is optional.
Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 171) only if
you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run the tools after both the Unified
CCE and CT IOS Server upgrades are complete.
Run Setup for Cisco CTI OS Server
This step is required only if CTI OS is installed.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Start the CTIOS installer for this release and follow the prompts.
If prompted, apply a Maintenance Release.
Click Upgrade All.
Click Yes.
Click Yes to reboot when the setup completes.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Start Side B
Procedure
Start the Side B Call Server and the Side B Data Server services.
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Upgrade external AW-HDS-DDS
Upgrade External AW-HDS-DDS Database
If there are no external AW-HDS-DDSs, proceed to Post-upgrade tasks.
Procedure
Step 1
Use the Microsoft SQL backup and restore utility to create a backup copy of the database: <instancename>_hds.
Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.
Step 2
Using Unified CCE Service Control, stop all Unified CCE services on the external AW-HDS-DDS and change
to Startup to Manual.
From your download location, open EDMT and click Next.
Select Common Ground and click Next.
Click Yes to acknowledge the warning message.
Select the <instanceName>_hds database
Click Start Migration.
Click Yes to confirm that you are sure.
After EDMT has completed, exit EDMT.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Run Setup for the External AW-HDS-DDS
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Mount the ISO. See Mount and Unmount ISO Files, on page 63.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2008 Security Hardening and click Next.
Click OK on any informational messages that display.
If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
Click Install.
Reboot when the upgrade is complete.
Manually restart services.
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Post-upgrade tasks
Re-enable Configuration Changes
Perform this step on one side only. It is automatically replicated to the other side.
Procedure
Step 1
To enable configuration changes during the upgrade, set the following registry key to 0 on the Side <A/B>
Call Routers: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\Router<A/B>\Router\CurrentVersion\Configuration\Global\DBMaintenance
Step 2
Confirm that configuration changes are enabled by attempting to save a configuration change.
The configuration change should be successful.
Set Services to Automatic
Repeat the following procedure on the Side A Call Server, Side A Data Server, Side B Call Server, and Side
B Data Server, and on the external AW-HDS-DDS machines if you have them.
Procedure
Step 1
Step 2
Click Unified CCE Service Control.
On the ICM/CCE/CCH Service Control dialog box, click each service and changes the startup to Automatic.
Install New Language Pack
See Install Language Pack, on page 179.
Before Upgrading Cisco Unified Intelligence Center
Run the Utility to Update Cisco Unified Intelligence Center
Before you validate and before you upgrade Cisco Unified Intelligence Center, you must run the utility to
update the VMware settings on all nodes. See Upgrade VMware Settings Utility, on page 171.
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Validate System and Build System Inventory
Procedure
Step 1
Step 2
On the Data Server, navigate to https:<Data Server IP Address>/cceadmin.
Click System > Deployment.
The Configure Deployment page shows errors that the VM host information is missing. This is expected.
Step 3
Enter fields for the IP address and the Username and Password for the VMware hosts for Side A and Side B.
Then click Next.
On the Specify Side A CM Information dialog box:
Step 4
• For an on-box Unified Communications Manager, select Unified CM Publisher from the drop-down
menu. Then enter the AXL Username and Password for that VM.
• For an external Unified Communications Manager deployment, enter the Unified CM Publisher Name
and IP address. Then enter the AXL Username and Password.
Step 5
Step 6
On the Specify CVP Ops Console Server Information dialog, enter the CLI Username and Password for the
Web Services manager. Then click Next.
At the Specify Unified CCE Data Server Information page, enter the Username and Password for the Unified
CCE Diagnostic Framework Service and then click Next.
These credentials must be for a domain user who is a member of the Config security group for the instance,
and valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and the
Side A and B Unified CCE Call Servers).
This opens a Congratulations screen.
Step 7
Click Finish.
This opens the System Inventory page.
Upgrade Unified Intelligence Center
Upgrade
About Upgrades
The upgrade takes less than one hour, and you can install upgrade software on your server while the system
continues to operate.
Before starting the software upgrade, back up your system data using the Disaster Recovery system application.
To access the DRS application, direct your browser to https://IP address of Intelligence Center:8443/drf. For
more information, see the online help provided with the DRS application.
Upgrade and restart the Controller node first. Then upgrade and restart the members. All nodes must be on
the same version of Unified Intelligence Center.
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Your configuration information migrates automatically to the upgraded version in the active partition.
Download Upgrade File
Procedure
Step 1
Step 2
Step 3
Step 4
Point your browser to the Download Software page for Cisco Unified Intelligence Center: http://
software.cisco.com/download/type.html?mdfid=282163829&i=rm, and click the Unified Intelligence Center
Software link.
Navigate to the folder and subfolder for the release you want.
Select the Unified Intelligence Center installer .iso file and click Download.
Click Log in.
Upgrade Cisco Unified Intelligence Center from DVD/CD
Procedure
Step 1
Step 2
Step 3
SSH to your Unified Intelligence Center system and log in with the platform administration account.
Mount the ISO image: Mount and Unmount ISO Files, on page 63
From the CLI, run the command utils system upgrade initiate.
Step 4
Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate
command.
At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch
version.
After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO:
Mount and Unmount ISO Files, on page 63
Sign in to verify that the upgrade was successful.
Repeat for the subscriber.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Step 5
Step 6
Step 7
Step 8
Step 9
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Upgrade Cisco Unified Intelligence Center from a Remote File System
Procedure
Step 1
Step 2
SSH to your Cisco Unified Intelligence Center system and log in with the platform administration account.
From the CLI, run the command utils system upgrade initiate.
Step 3
Choose SFTP or FTP.
Step 4
Follow the instructions provided by the utils system upgrade initiate command.
Step 5
Step 6
Provide the location and credentials for the remote site.
At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch
version.
Sign in to verify that the upgrade was successful.
Repeat for the subscriber.
Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
Step 7
Step 8
Step 9
Upgrade Unified Communications Manager
Pre-upgrade Tasks
Before you upgrade Cisco Unified Communications Manager, you must:
• Ensure that you have the necessary license files for the new release.
• Back up your system. For more information, see the Disaster Recovery System Administration Guide
at this address: http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-maintenance-guides-list.html.
• Obtain the upgrade file from Cisco.com and save it to an FTP or SFTP server. Be aware that directory
names and filenames that you enter to access the upgrade file are case-sensitive. For more information,
see the Cisco Unified Communications Manager release notes at http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/products-release-notes-list.html.
Upgrade
Upgrade Cisco Unified Communications Manager from DVD/CD
Upgrade the publisher node first. Then upgrade the subscribers.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
SSH to your Cisco Unified Communications Manager system and log in with the platform administration
account.
From the CLI, run the command utils system upgrade initiate.
Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate
command.
Mount the ISO image: Mount and Unmount ISO Files, on page 63.
At the Automatically switch versions if the upgrade is successful prompt, type yes.
After the upgrade is complete, unmount the ISO: disconnect the CD/DVD drive by unmounting the ISO:
mount-iso-10
Verify on the sign-in screen that the upgrade was successful.
When the upgrade for the publisher is complete, repeat for the two subscribers.
Upgrade Cisco Unified Communications Manager from a Remote File System
Procedure
Step 1
Step 2
SSH to your Cisco Unified Communications Manager system and log in with the platform administration
account.
From the CLI, run the command utils system upgrade initiate.
Step 3
Choose SFTP or FTP.
Step 4
Follow the instructions provided by the utils system upgrade initiate command.
Step 5
Step 6
Step 7
Step 8
Provide the location and credentials for the remote site.
At the Automatically switch versions if the upgrade is successful prompt, type yes.
Verify on the sign-in screen that the upgrade was successful.
When the upgrade for the publisher is complete, repeat for the two subscribers.
Switch Software Version
After you upgrade Unified Communications Manager, verify that the active software version is the version
to which you upgraded. If that version is inactive, switch versions following the directions in this procedure.
When you switch versions, the system restarts, and the inactive software becomes active. The system restart
may take up to 15 minutes.
You must switch the publisher node first.
Caution
This procedure causes the system to restart and become temporarily out of service.
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Procedure
Step 1
Step 2
Step 3
Step 4
Log in to Cisco Unified Communications Operating System Administration from https://<Unified
Communications Manager machine name>/cmplatform.
Select Settings > Version.
Verify the version of the active software and the inactive software.
If the active version is not the version to which you upgraded, do the following:
a) Select Switch Versions to switch versions and restart the system.
b) Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 171.
c) Repeat for the subscriber on Side A and the subscriber on Side B.
Upgrade JTAPI on the Call Server
If you upgrade Unified Communications Manager, you must also upgrade the JTAPI client that resides on
the Side A and Side B Call Servers.
You install the new JTAPI client using the Unified Communications Manager Administration application.
Procedure
Step 1
Uninstall the old JTAPI client from each Call Server:
a) Stop PG1A/PG1B.
b) Go to Control Panel > Programs.
c) Uninstall the JTAPI client, following all prompts.
Step 2
To launch the Unified Communications Manager Administration application, enter the following URL in a
Web browser on each Call Server: https://<Unified Communications Manager machine name>/ccmadmin.
Step 3
Enter the username and password that you created when you installed and configured Unified Communications
Manager.
Step 4 Select Application > Plug-ins.
Step 5 Click Find to see the list of applications.
Step 6 Click the download link next to Cisco JTAPI 32-bit client for Windows.
Step 7 Choose Run this program from its current location. Click OK.
Step 8 If a Security Warning box appears, click Yes to install.
Step 9 When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications
Manager Publisher. Click Next.
Step 10 Choose Next or Continue through the remaining setup windows. Accept the default installation path.
Step 11 Click Finish and start the PGs.
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License
Upgrade License
Before You Begin
Generate the license using this procedure: Generate and Register License, on page 122
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Unzip the license file from the email message.
Launch Unified Communications Manager in a browser (http://<IP Address of CUCM Publisher>).
Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
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.
Step 9 Select Product type of Unified CM.
Step 10 Click OK.
Step 11 Click Synchronize Now.
Upgrade VMware Settings Utility
Run this utility during upgrade for ESXi host servers that are not active.
This tool validates and updates the VMs as follows:
• Ensures the VM is powered on.
• Updates VMware Tools, if necessary.
• Changes the VMware Operating System setting to match that of the Operating System of the Guest VM,
if necessary.
• Changes the VM Memory Allocation setting to match the Packaged CCE specifications, if necessary.
• Changes the network adapter type on Cisco Unified Communications Manager, CCE, and CVP VMs
to supported types, if necessary.
• Changes the network adapter type on the Finesse VMs to supported types, if necessary.
• Removes external persistent routes and re-adds them after the NICs are changed.
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Before You Begin
All Virtual Machines must be powered on and must have VMware tools installed.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Download the UpgradeVMwareSettings zip file from the Packaged Contact Center Enterprise Deployment
Scripts link on the Packaged CCE Download Software page (http://software.cisco.com/download/
type.html?mdfid=284360381&i=rm). Extract the zip file locally.
From the command line, run java -jar UpgradeVMwareSettings-10.0.jar
Enter the IP address of the Side A or Side B ESXi host.
Enter the username and password for root-level access to the ESXi host. This displays a list of all VMs on
that host.
You see a summary of all Virtual Machines, listed by number, with a message that indicates if and what the
tool needs to fix.
Enter the number of the server you want to update. You must update one VM at a time.
The results of the conversion process appear on the screen and are stored in the results directory in the
vmwareConversion.log.
If you are updating a Windows server, enter the username and password of the VM.
After running the update on the Call Server or Data Server, ensure that the network binding order is correct.
If the tool was unable to set the correct binding order, this message will appear on the console and in the log:
The Utility is unable to fix the binding order for the network. See the procedure on binding order in
Configure Network Adapters for Call Server and Data Server, on page 70.
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APPENDIX
A
Reference
• Base Configuration Updates, page 173
• Install Language Pack, page 179
• Simple Network Management Protocol, page 179
• Configure Cisco Unified Communications Manager Service Configuration Settings, page 180
• Certificates for Live Data, page 180
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
• Array = checked
• Maximum array size = 4
2 Name = user.microapp.FromExtVXML
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• 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
• 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
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• 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.
1 Peripheral = CVP_PG_1A
• Peripheral number = 100
• Peripheral Name = 100
• Name = CVP_PG_1A.100
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• 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
7 Peripheral = CVP_PG_2A
• Peripheral number = 100
• Peripheral name = 100
• Name = CVP_PG_2A.100
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• 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
Release 9.0(4) Base Configuration Changes
Agent Targeting Rule --- add this rule:
Name = AgentExtensions
• Peripheral = CUCM_PG_1
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• 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.
3 Name = Cisco_WIM
• Change Calls in Queue Max to 5000.
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Install Language Pack
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.
Install Language Pack
Install the Language Pack on both CCE Data Servers (Side A and Side B) and on any external HDS systems.
After 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.
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:
• 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
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Configure Cisco Unified Communications Manager Service Configuration Settings
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
Configure Cisco Unified Communications Manager Service
Configuration Settings
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 CCE, Unified
Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch
office.
Set the following configuration parameters to make Unified Communications Manager use the Ingress gateway
instead of Unified CVP as the originating location of the call. These settings ensure that CAC can be properly
adjusted based on the locations of the calling endpoint and the phone.
Procedure
Step 1
Step 2
Set "Accept Unknown TCP connection" in Unified CM Service parameters.
Step 3
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.
Step 4
Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to “None”.
Certificates for Live Data
If you use HTTPS for Finesse and Cisco Unified Intelligence Center, you must either use the self-signed
certificates provided with Finesse and Cisco Unified Intelligence Center, obtain and install a CA certificate
from a third-party vendor, or produce one internally. The procedures in this appendix describe how to use the
self-signed certificates or produce and upload CA certificates.
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Add Self-Signed Certificates for Live Data
Both Finesse and Cisco Unified Intelligence Center are installed with self-signed certificates. The following
procedure uses these self-signed certificates. However, if you use the self-signed certificates, agents must
accept certificates in the Finesse desktop when they sign in before they can use the Live Data gadget. To avoid
this requirement, you can provide a CA certificate instead. You can obtain a CA certificate from a third-party
certificate vendor or produce one internal to your organization.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Sign in to Cisco Unified Operating System Administration on Cisco Unified Intelligence Center (http://hostname
of Cisco Unified Intelligence Center server/cmplatform).
From the Security menu, select Certificate Management.
Click Find.
Click tomcat.pem.
If tomcat.pem is not in the list, click Generate New and select tomcat from the Certificate Name drop-down
list.
Click Download and save the file to your desktop.
You must download the certificates that contain the hostnames Cisco Unified Intelligence Center publisher
and Cisco Unified Intelligence Center subscriber.
Step 6
Sign in to Cisco Unified Operating System Administration on the primary Finesse server (http://hostname of
Finesse server/cmplatform).
Step 7 From the Security menu, select Certificate Management.
Step 8 Click Upload Certificate.
Step 9 From the Certificate Name drop-down list, select tomcat-trust.
Step 10 Click Choose file and browse to the location of the tomcat.pem files (Cisco Unified Intelligence Center
publisher and subscriber certificates).
Step 11 Click Upload File.
Step 12 Restart Cisco Tomcat.
Obtain and Upload CA Certificate for Live Data
You must perform the following steps on both the Cisco Unified Intelligence Center publisher server and the
Finesse primary server. Use the Certificate Management utility from Cisco Unified Communications Operating
System Administration.
To open Cisco Unified Communications Operating System Administration, enter the following URL in your
browser:
https://hostname of Finesse or Cisco Unified Intelligence Center server/cmplatform
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Obtain and Upload CA Certificate for Live Data
Procedure
Step 1
Generate a CSR.
a) Select Security > Certificate Management > Generate CSR.
b) From the Certificate Name drop-down list, select tomcat.
c) Click Generate CSR.
Step 2
Download the CSR.
a) Select Security > Certificate Management > Download CSR.
b) From the Certificate Name drop-down list, select tomcat.
c) Click Download CSR.
Step 3
Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate
Authority.
Step 4
Step 5
When you receive the certificates, select Security > Certificate Management > Upload Certificate.
Upload the root certificate.
a) From the Certificate Name drop-down list, select tomcat-trust.
b) In the Upload File field, click Browse and browse to the root certificate file.
c) Click Upload File.
Step 6
Upload the application certificate.
a) From the Certificate Name drop-down list, select tomcat.
b) In the Root Certificate field, enter the name of the CA root certificate.
c) In the Upload File field, click Browse and browse to the application certificate file.
d) Click Upload File.
Step 7
Step 8
After the upload is complete, access the CLI on the primary Finesse server.
Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse
Notification service.
Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
Step 9
Step 10 Upload the root certificate and application certificate to the Cisco Unified Intelligence Center publisher server.
Step 11 After the upload is complete, access the CLI on the Cisco Unified Intelligence Center server.
Step 12 Enter the command utils service restart Intelligence Center Openfire Service to restart the Intelligence
Center Openfire service.
Step 13 Enter the command utils service restart Intelligence Center Reporting Service to restart the Intelligence
Center Reporting service.
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Produce Certificate Internally
Produce Certificate Internally
Set up Microsoft Certificate Server
This procedure assumes that your deployment includes a Windows Server 2008 Active Directory server.
Perform the following steps to add the Active Directory Certificate Services role on the Windows 2008 domain
controller.
Procedure
Step 1
Step 2
Step 3
Click Start, right-click Computer, and select Manage.
In the left pane, click Roles.
In the right pane, click Add Roles.
The Add Roles Wizard opens.
Step 4
On the Select Server Roles screen, check the Active Directory Certificate Services check box, and then click
Next.
Step 5 On the Introduction to Active Directory Certificate Services screen, click Next.
Step 6 On the Select Role Services screen, check the Certification Authority check box, and then click Next.
Step 7 On the Specify Setup Type screen, select Enterprise, and then click Next.
Step 8 On the Specify CA Type screen, select Root CA, and then click Next.
Step 9 Click Next on the Set Up Private Key, Configure Cryptography for CA, Configure CA Name, Set Validity
Period, and Configure Certificate Database screens to accept the default values.
Step 10 On the Confirm Installations Selections screen, verify the information, and then click Install.
Download CA certificate
This procedure assumes that you are using the Windows Certificate Services. Perform the following steps to
retrieve the root CA certificate from the certificate authority. After you retrieve the root certificate, each user
must install it in the browser used to access Finesse.
Procedure
Step 1
On the Windows 2008 domain controller, run the CLI command certutil -ca.cert ca_name.cer.
Step 2
Save the file. Make note of where you saved the file so you can retrieve it later.
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Reference
Deploy Root Certificate for Internet Explorer
Deploy Root Certificate for Internet Explorer
In environments where group policies are enforced via the Active Directory domain, the root certificate can
be added automatically to each user's Internet Explorer. Adding the certificate automatically simplifies user
requirements for configuration.
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
On the Windows 2008 domain controller, click Start > Administrative Tools > Group Policy Management.
Right-click Default Domain Policy and select Edit.
In the Group Policy Management Console, go to Computer Configuration > Policies > Window Settings
> Security Settings > Public Key Policies.
Right-click Trusted Root Certification Authorities and select Import.
Import the ca_name.cer file.
Go to Computer Configuration > Policies > Windows Settings > Security Settings > Public Key Policies
> Certificate Services Client - Auto-Enrollment.
From the Configuration Model list, select Enabled.
Sign in as a user on a computer that is part of the domain and open Internet Explorer.
If the user does not have the certificate, run the command gpupdate.exe /target:computer /force on the user's
computer.
Set Up Certificate for Internet Explorer Browser
After you have obtained and uploaded the CA certificates, all users must accept the certificate or the certificate
must be automatically installed via group policy.
In environments where users do not log directly in to a domain or group policies are not utilized, every Internet
Explorer user in the system must perform the following steps once to accept the certificate.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In Windows Explorer, double-click the ca_name.cer file and then click Open.
Click Install Certificate > Next > Place all certificates in the following store.
Click Browse and select Trusted Root Certification Authorities.
Click OK.
Click Next.
Click Finish.
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Set Up Certificate for Firefox Browser
A message appears that states you are about to install a certificate from a certification authority (CA).
Step 7
Click Yes.
A message appears that states the import was successful.
Step 8
To verify the certificate was installed, open Internet Explorer. From the browser menu, select Tools > Internet
Options.
Step 9 Click the Content tab.
Step 10 Click Certificates.
Step 11 Click the Trusted Root Certification Authorities tab.
Step 12 Ensure that the new certificate appears in the list.
Set Up Certificate for Firefox Browser
Every Firefox user in the system must perform the following steps once to accept the certificate.
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Firefox browser menu, select Options.
Click Advanced.
Click the Certificates tab.
Click View Certificates.
Click Import and browse to the ca_name.cer file.
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Set Up Certificate for Firefox Browser
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INDEX
A
D
Active Directory 146
and supervisors 146
configuring 146
adding 146
data sources 146
anti-virus 7
anti-virus software 67
automation 33, 35, 40
errors 35, 40
software 33
status report 35, 40
zip file 33
automation spreadsheet 34, 36
AW data base 94
Data Server 94
AW database 94
data sources 146
adding 146
destination servers, VMs on 4
direct install 25
See also install
DNS configuration 67
B
F
base configuration 5, 93
best practices 52
license 52
browser software 9
Finesse 30
golden template 30
Finesse Primary 80
install 80
Finesse Secondary 60
VM 60
E
ESXi versions 5
external AW-HDS-DDS 79
C
CCE Call Server 28, 58
golden template 28
VM 58
CCE Data Server 28, 58
golden template 28
VM 58
Cisco contact center software 6
Cisco Unified OS Administration 166
and upgrades 166
collation 72, 74
community strings 179
configuration software 5
CVP Reporting Server 77
install 77
G
golden templates 25, 28, 29, 30, 31, 59
CCE Call Server 28
CCE Data Server 28
Finesse 30
Unified Communications Manager 30
Unified CVP Call/VXML Server 28
Unified CVP Servers 29, 59
Unified Intelligence Center 31
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Index
I
P
ICMDBA 93
install 67, 69, 70, 72, 77, 80, 179
anti-virus software 67
CVP Reporting Server 77
Finesse Primary 80
language pack 179
Microsoft SQL Server 72
Microsoft Windows Server 69
Unified Communications Manager Publisher 80
Unified Intelligence Center 80
VMware tools 70
ISO files 63
mount and unmount 63
mounting 63
partitions 166
active and inactive 166
PowerCLI 33
L
language pack 179
license 52
best practices 52
obtaining 52
license, Packaged CCE software 7
localization 74, 179
logger database 91
login 146
for supervisors 146
Q
QoS 21
R
registry settings 47
report templates 146
locating 146
requirements 6, 33
software 6, 33
S
servers 5
SNMP 179
software 6, 7, 9
anti-virus 7
browser 9
Microsoft 7
software, configuration 5
solution components 4
M
Microsoft software 7
Microsoft SQL Server 7, 72
install 72
license 7
Microsoft Windows Server 7, 69
install 69
license 7
T
timezones 146
and data sources 146
U
N
network design 19
notification destinations 179
O
OVA files 63
Unified Communications Manager 30
golden template 30
Unified Communications Manager Publisher 59, 80
install 80
VM 59
Unified Communications Manager Subscriber 60
VM 60
Unified CVP 7
license 7
Unified CVP report templates 146
obtaining 146
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Index
Unified CVP reporting users 146
authentication for Unified IC 146
Unified CVP Servers 29, 59
golden template 29, 59
Unified Intelligence Center 7, 31, 52, 146
golden template 31
license 7, 52
data sources 146
license 7, 52
Unified Intelligence Center Publisher 61, 80
install 80
VM 61
Unified Intelligence Center Subscriber 61
VM 61
upgrade files 167
accessing 167
upgrades 166
and backups 166
length of 166
V
virtual machines 4, 58, 59, 60, 61
CCE Call Server 58
CCE Data Server 58
Finesse Secondary 60
on destination servers 4
Unified Communications Manager Publisher 59
Unified Communications Manager Subscriber 60
Unified Intelligence Center Publisher 61
Unified Intelligence Center Subscriber 61
virtualization 5
VMware tools 70
vSphere 19
W
WinImage 33
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Index
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