Advanced Technology Group
UNIFIED CONTACT CENTER ENTERPRISE LAB DESIGN
Cisco Customer Contact Solutions
VERSION: AUGUST 2012
CONTENTS
1.
INTRODUCTION ........................................................................................................................................................................... 2
SCOPE .................................................................................................................................................................................................... 2
DISCLAIMER ........................................................................................................................................................................................... 2
NOT FOR RESALE KIT (NFR) ................................................................................................................................................................. 2
RESOURCES ............................................................................................................................................................................................ 5
2.
CONTACT CENTER ENTERPRISE LAB SOFTWARE AND FEATURE OPTIONS .......................................................... 6
2.1 GENERAL MINIMUM LAB REQUIREMENTS ....................................................................................................................................... 6
2.2 VIRTUALIZATION GUIDELINES ........................................................................................................................................................12
3.
CONTACT CENTER ENTERPRISE LAB HARDWARE OPTIONS .....................................................................................13
HARDWARE REQUIREMENTS .................................................................................................................................................................13
3.1 MCS HARDWARE REQUIREMENTS ..................................................................................................................................................13
3.2 UCS C-SERIES HARDWARE REQUIREMENTS ...................................................................................................................................15
3.3 MINIMUM UCS B-SERIES HARDWARE REQUIREMENTS ..................................................................................................................19
4.
RECOMMENDED READING .....................................................................................................................................................20
Page 1 of 20
1. INTRODUCTION
Scope
This document discusses software options and hardware requirements for a Cisco® Unified Contact Center Enterprise (CCE) lab
environment. The recommended lab designs aim to minimize the amount of servers required. Note that the resulting lab environments
are only applicable for a very limited call and agent load. This document does not cover:
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Router, switch, and gateway requirements
Cisco Unified Customer Voice Portal (CVP) requirements
Network interface controller (NIC) and inter exchange carrier (IXC) requirements (pre-routing)
Cisco Unified Contact Center Express (CCX) requirements
Partner automatic speech recognition (ASR) and text-to-speech (TTS) components
Partner call recording and monitoring components
Software installation and configuration
Disclaimer
This document is in being updated annually therefore the information in this guide is subject to change as needed.
** MAKE SURE YOU HAVE THE LATEST UPDATED LAB DOCUMENT! **
Not For Resale Kit (NFR)
This document covers requirements based on using the CCE Not For Resale (NFR) Kit. Details on the NFR Kit, from the ‘Ordering
Guide for Cisco Customer Contact Solutions’:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_how_to_order.html
Non-Production Systems
The Unified CCE non-production license includes Unified CCE Server, Unified CCE Standard, Enhanced and Premium Agent, Dialer
Port, Blind Network Transfer, Third Party IVR Port and Multichannel Agent Licenses
All components can be used in reasonable quantities, but exclusively in non-production systems.
Non-production use includes lab, demo and training purposes.
All of the NFR kits are available for use in Cisco and ATP Partner labs
There are two methods to receive the NFR Software.
METHOD 1:
Order all part numbers individually with the following NFR SKU’s:
Contact Center Enterprise
IPCE-NPSENT-CP
CC ENT Non-production Suite ATP Partners
IPCE-NPSENT-DART= CC ENT Non-Production Suite ATP Partners
IP IVR (NFR Kits come with 5 ports – NO ASR/TTS) (Unless you are deploying CVP which is included in UC 9.0 Partner bundle)
IVR-90-NFR=
Page 2 of 20
EIM/WIM (NFR kits come with 10 Advanced Email and 10 Advanced Web licenses)
IPCE-MC-NFR-DART CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DART
IPCE-MC-NFR-DISTRI CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRI
CUIC (NFR Kits come with 5 concurrent user license and 1 Intelligence Center Premium license)
CCEH-CUIC-NFR
Intelligence Center Premium Not-For-Resale System, for partner lab system
METHOD 2:
The Unified Communications 9.0 Partner Bundle packages Cisco’s Collaboration application software for our Collaboration partner
community to leverage for internal lab or demonstration systems.
Utilize Cisco Marketplace to purchase the UC 9.0 Bundle. http://www.cisco.com/pcgi-bin/marketplace/welcome.pl
Part#: UC9.0-K9-NFR Rev: 0
Release date : Sep 18 2012
Cisco Unified Communications System Release 9.0 includes:
Supplement to Cisco End User License Agreement for Cisco Unified Communications, Release 9.0, Partner Bundle Offer Software
document.
Cisco Unified Communications Manager 9.0(1) - Includes software media for Unified Communications Manager, Unified
Intercompany Media Engine, User licensing for 20 Cisco Unified Workspace License Professional Users and 5 TelePresence Room
Users, and a Training Kit. Also Includes IM and Presence Service 9.0 (formerly Cisco Unified Presence) with Cisco Unified
Communications Manager. License authorization key/file can be obtained using the Product Authorization Key (PAK); PAK allows
upgrade from previous CUCM 8.x NFR software. More information on user types and entitlements can be obtained at
www.cisco.com/go/uclicensing
Cisco Unified Communications Manager Session Manager Edition 9.0(1) - Includes software media kit for Unified Communications
Manager Session Manager Edition; UC NFR Bundle Kits do not require separate licensing.
Cisco Prime Unified Communications Management Suite 9.0 (UCMS 9.0) – Includes - Prime Unified Provisioning Manager 9.0,
Prime Unified Operation Manager 9.0, Prime Unified Service Monitor 9.0, Unified Service Statistics Manager 9.0. Software and
licenses for up to a 100 phones can be electronically delivered through Electronic Software Delivery (ESD) model or from
http://www.cisco.com/cisco/software/navigator.html?mdfid=280110370&i=rm
Cisco Unified Contact Center Enterprise 9.0 , Cisco SocialMiner & Cisco Finesse- Includes software media kit for Cisco Unified
Contact Center Enterprise & Hosted, Cisco Unified Information Center 8.6, Cisco SocialMiner and Cisco Finesse; No license keys
required
Cisco Unified Contact Center Express 9.0 - Includes software media kit and Product Authorization Key (PAK) for Cisco Unified
Contact Center Express and Cisco SocialMiner. License file can be obtained using the PAK for High Availability with 6 Premium
seat licenses.
Cisco Voice Portal 9.0 - Includes software media kit and Product Authorization Key (PAK) for CVP Server Software for 1 machine,
1 Call Studio license for application development for 1 machine, 2 port licenses to be used for internal, non-production purposes only
for 1 machine, 1 Reporting License for 1 machine.
Cisco MediaSense 8.5 - Includes software media kit for Cisco MediaSense and 100 session licenses. No license keys required.
Cisco Emergency Responder 9.0(1) - Includes software media and Product Authorization Key (PAK) for Cisco Emergency
Responder; License file can be obtained using the PAK for 100 user licenses and one server.
Page 3 of 20
Cisco Jabber Desktop clients - Cisco Jabber for Mac 8.6(4), Cisco Jabber for Windows 9.0(4)
Cisco Jabber Mobile clients - Jabber Mobile client software is not included because those can be downloaded directly from the
respective application stores for no cost. Cisco Jabber for Android, Cisco Jabber for iPad, Cisco Jabber IM for iPhone, Cisco Jabber
for iPhone
Cisco Unity Connection 9.0(1) - Includes software media for Cisco Unity Connection; License authorization key/file can be obtained
using the Product Authorization Key (PAK); PAK allows upgrade from previous UCxn 8.x NFR software. More information on user
types and entitlements can be obtained at www.cisco.com/go/uclicensing.
There is no hardware included in this offering. The hardware used must match the hardware requirements of the individual
components.
You must also order the following NFR Part numbers individually:
IP IVR (NFR Kits come with 5 ports – NO ASR/TTS) (Unless you are deploying CVP which is included in UC 9.0 Partner bundle)
IVR-90-NFR=
EIM/WIM (NFR kits come with 10 Advanced Email and 10 Advanced Web licenses)
IPCE-MC-NFR-DART CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DART
IPCE-MC-NFR-DISTRI CCEH NON-PRODUCTION SUITE FOR PARTNERS VIA DISTRI
CUIC (NFR Kits come with 5 licenses)
CCEH-CUIC-NFR
Intelligence Center Premium Not-For-Resale System, for partner lab system
Page 4 of 20
Resources
This document contains brief descriptions of Cisco® Unified Contact Center Enterprise components and options with a focus on
deployment limitations and hardware requirements. For more information about installation and configuration of Cisco® Unified
Contact Center products visit www.cisco.com.
Table 1.1 Contact Center Documentation (URL’s listed out in Recommended reading Section)
DOCUMENTS AND URLS
Voice and Unified Communication Documentation – Main Page
Unified Contact Center Enterprise – Main Page
Cisco Agent Desktop - Main Page
Cisco CTIOS - Main Page
Cisco Outbound Option - Main Page
Cisco Unified EIM – Main Page
Cisco Unified WIM – Main Page
Cisco Unified Intelligence Center – Main Page
Cisco IP Contact Center Enterprise SRND
Cisco Unified EIM/WIM Design Guide
UCCE Compatibility Guide
UCCX Compatibility Guide
UCM Compatibility Guide
Cisco ICM/UCCE Enterprise Hardware and Software Specification (BOM)
CUIC BOM
Cisco CCBU Price List
Security Best Practices Guide for Cisco ICM/UCCE
Pre-Installation Planning Guide for Cisco ICM/UCCE
Staging Guide for Cisco ICM/UCCE
Installation and Configuration Guide for Cisco UCCE
Configuration Guide for Cisco UCCE
Page 5 of 20
2. CONTACT CENTER ENTERPRISE LAB SOFTWARE AND FEATURE OPTIONS
2.1 General Minimum Lab Requirements
Following is the minimum required components for the Cisco® Unified Contact Center Enterprise (CCE) lab configuration.
Software Requirements
Minimum configuration requires the following Cisco Unified Contact Center software components:
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Cisco Unified Contact Center Enterprise (CCE)
Cisco Unified Contact Center Enterprise Service Releases
Cisco Unified Contact Center Enterprise third-party tools
Computer Telephony Integration Object Server (CTI OS)
Cisco Agent Desktop (CAD)
Cisco Diagnostics Framework (RTMT)
Cisco Unified Communications Manager (UCM)
Cisco Unified IP IVR (IP IVR)
Cisco Unified Web Interaction Manager (WIM)
Cisco Unified E-Mail Interaction Manager (EIM)
Cisco Unified Intelligence Center (CUIC)
Recommended deployment options include the following:
 Redundancy across the solution
Additional products include the following:
 Cisco Finesse
 Cisco SocialMiner
 Cisco MediaSense
Refer to the Compatibility Guides for the latest information on compatible software versions:
UCCE Compatibility Guide
IP IVR Compatibility Guide
UCM Compatibility Guide
Cisco® Unified Contact Center Enterprise is an integrated suite of products that includes Cisco® Unified ICM, Cisco® Unified
Communications Manager, Cisco® Unified IP IVR, Cisco® Unified CVP, Cisco voice-over-IP (VoIP) gateways, and Cisco® Unified
IP phones. This section discusses the options available for Cisco® Unified Contact Center Enterprise lab environments.
Microsoft Windows Active Directory Controller
The Active Directory (AD) domain controller provides directory services and can also provide DNS and DHCP services. The AD
domain controller has to reside on a separate server than the CCE systems. You can use an existing AD server that may already be part
of your lab environment.
Cisco Unified Communications Manager
Cisco Communications Manager is a software application that controls the voice gateways and IP phones, thereby providing the
foundation for a VoIP solution. Multiple Communications Manager servers can be grouped into a cluster to provide for scalability and
fault tolerance.
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Communications Manager includes a module called CTI Manager, which is the layer of software that communicates via the Java
Telephony Application Programming Interface (JTAPI) to the ICM central controller and IP IVR. Every node within a cluster can
execute an instance of the CTI Manager process, but the Communications Manager Peripheral Interface Manager (PIM) on the
Peripheral Gateway (PG) communicates with only one CTI Manager (and thus one node) in the Communications Manager cluster. In
other words, a Communications Manager cluster uses a single Agent PG PIM. For each Cisco Communications Manager cluster you
need one CTI Server and one CTI OS server to communicate with the desktops associated with the IP phones. For further details,
please reference the SRND which can be found here: www.cisco.com/go/designzone
To test Communications Manager fail-over scenarios you need at least two servers in your Communications Manager lab cluster
(Publisher + Subscriber).
Cisco Unified IP IVR
Cisco IP IVR provides prompting, collecting, and queuing capability for the CCE solution. IP IVR communicates with ICM software
by way of the Service Control Interface (SCI) protocol through the VRU PG. When an agent becomes available, the ICM software
instructs the IP IVR to transfer the call to the selected agent phone. The IP IVR then requests Communications Manager to transfer the
call to the selected agent phone.
The IP IVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony trunks are terminated at the voice
gateway (VG). Communications Manager provides the call processing and switching to set up a G.711 or G.729 Real-Time Transport
Protocol (RTP) stream from the VG to the IP IVR. IP IVR communicates with Communications Manager via JTAPI.
To test load balancing between IP IVR’s you need at least two IP IVR servers. Each IP IVR requires a separate VRU PIM.
Cisco Unified Customer Voice Portal (CVP)
The Customer Voice Portal (CVP) provides prompting, collecting, queuing, and call control services using standard web-based
technologies. With CVP, voice is terminated on Cisco IOS gateways that interact with the CVP application server using VoiceXML
(speech) and SIP (call control).
The CVP software is tightly integrated with the Cisco ICM software for application control. The ICM scripting environment can
control the execution of building-block functions such as play media, play data, menu, and collect information. The ICM script can
also invoke external VoiceXML applications to be executed by the CVP VoiceXML Server, an Eclipse and J2EE- based scripting and
web server environment. The VoiceXML Server is well suited for sophisticated and high-volume IVR applications, and it can interact
with custom or third-party J2EE-based services. These applications can return results and control to the ICM script when complete.
Advanced load balancing across all CVP solution components can be achieved by Application Control Engine (ACE) and SIP Proxy.
CVP connects to the CCE environment using a VRU PG. For more information about CVP please refer to Cisco ICM, CCE and CVP
documentation.
CVP ATP Lab requirements are covered in a separate document.
Contact Center Deployment Models
Contact Center Enterprise
CCE works with all options such as Cisco Agent Desktop (CAD), Outbound Dialer, EIM, WIM and CVP. CCE uses the ICM
Configuration Manager and Web Admin interfaces for configuration.
Parent-Child
A parent-child deployment model allows multiple child systems (CCX, or time-division-multiplexing [TDM] automatic call
distributors [ACD’s]) to be connected to a parent ICM system through the Gateway PG. The parent only support connections to
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NIC’s, CVP, Gateway PGs CCX and ACD PGs. Parent and child systems can be in separate domains and have separate domain
controllers.
Cisco Unified Contact Center Enterprise Components
Router & Logger
There are many ways to distribute the ICM Router and Logger components in a CCE Environment:
 Router and Logger on separate servers—Configuration that maximizes performance for high capacity environments
 Rogger—Server with both Router and Logger
 Progger—Server with Router, Logger, Microsoft SQL Server, Microsoft IIS, Agent PG, CTI Server and CTI OS
 Sprawler—Server with Router, Logger, Microsoft SQL Server, Microsoft IIS, Agent PG, CTI server, CTI OS, Administrator
Workstation (AW), and Historical Data Server (HDS)
Only Sprawler configurations are discussed in this document. Note: Sprawlers are only supported in lab environments
Peripheral Gateway Options
CCE offers several options for the Agent PG type used for the Communications Manager and IP IVR connections. This document
uses only the Generic PG type because of the PG limitation per server (two PG types per server). A Generic PG is limited to five
voice-response-unit (VRU) PIM’s.
The Media Routing PG (MR PG) is used for the Outbound Dialer and CIM connections.
Duplex & Hot Standby
Central Controller components (Router and Logger) can run either in simplex mode (side A—not redundant) or duplex mode (side A
+ B—redundant). If you want to test failover between Central Controller components, you need a lab with duplexed components.
Peripheral Gateways run in hot-standby mode, meaning that only one of the PGs is actually active. When the active side fails, the
surviving side automatically takes over processing of the application. To test this type of failover you need duplexed PGs (side A + B)
in your lab environment.
Outbound Option
The ICM and CCE Outbound Dialer provide outbound dialing functionality along with the existing inbound capabilities of ICM
software. The ICM reporting tool, CUIC, provides outbound activity reports, supplying integrated information about agent, campaign,
dialer, import rule, and skill group activity. A MR PG PIM is required for each Outbound Dialer. An MR PG can support up to three
dialers. Outbound Dialers cannot be duplexed.
Dialer
In a deployment with the SIP Dialer, the Dialer component dials customers using the voice gateways. In a deployment with the SCCP
Dialer, the Dialer component dials customers using Unified CM.
The SIP Dialer is recommended over SCCP Dialer due to its scalability and simplified deployment. In an Outbound Option
deployment that uses the SIP Dialer, functions such as dialing, call control, and Call Progress Analysis for Outbound campaigns are
handled by the Voice Gateway, and not by Unified CM. This increases the number of Outbound agents that a deployment can service
on a PG, and reduces the number of PGs and Dialers customers need to deploy for larger enterprise systems.
** NOTE: Virtualization is not supported for SCCP Dialer **
Cisco Interaction Manager – Multichannel Options
Cisco Interaction Manager (CIM)
Cisco Interaction Manager is a unified platform that provides E-Mail (EIM) and Web Chat (WIM) functionality. In addition to the
email management, chat and web collaboration tools, it provides an integrated suite of applications that provide the capability to
efficiently administer and manage rich knowledge base repositories, queues, business workflows and historical reporting. The
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integration between Cisco Interaction Manager and Cisco Unified CCE provides an integrated platform for task routing, queuing
and assignment across channels. Reporting is enabled across channels to enable effective contact center management.
The CIM Suite can be deployed for just E-Mail or Web individual products as well:
Unified E-Mail Interaction Manager (Unified EIM)
Cisco Unified E-Mail Interaction Manager enables organizations to intelligently route and process inbound emails, web form
inquiries and faxes. Unified EIM enables agents to respond quickly and consistently using suggested responses from an embedded
knowledgebase, macros and templates. Powerful reporting and SLA management tools enable organizations to manage email
communications efficiently and effectively.
Unified Web Interaction Manager (Unified WIM)
Cisco Unified Web Interaction Manager provides agents with a comprehensive set of tools for serving customers in real-time. It
enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push
abilities. Agents can respond quickly and consistently using quick responses and information from an embedded knowledgebase and
customer history archive.
Cisco Unified Intelligence Center
The Cisco Unified Intelligence Center (CUIC) is an advanced reporting platform that is as flexible as it is intuitive. Intelligence Center
provides reporting on the details of every contact across all channels from a single interface.
Intelligence Center provides real-time and historical reporting in an easy-to-use, wizard-based application. It is possible to select from
a variety of presentation formats such as interactive grids, XML Stylesheet Language Transformations (XSLTs), charts, gauges, and
Really Simple Syndication (RSS) feeds. Further, report content is selected by choosing the columns to be displayed, specifying the
order, applying filter criteria, formatting values, and renaming columns to meet the specific requirements and can be modified by
those with proper permissions at any time.
Cisco Unified Contact Center Management Portal
The Unified Contact Center Management Portal (Unified CCMP) is a browser-based management application designed for use by
contact center/system administrators, business users, and supervisors. It is a dense, multi-tenanted provisioning platform that overlays
the contact center equipment. The contact center equipment is viewed as consisting of configuration items, generally known as
resources, such as agents or skill groups, and events logged when the resources are used by the equipment, such as call record
statistics.
Unified CCMP partitions the resources in the equipment using a familiar folder paradigm, and these folders are then secured using a
sophisticated security structure that allows administrators to specify which users can perform which actions within the specified
folder(s).
Cisco Diagnostics Framework
Beginning with Release 8.0, Unified ICM/Unified CCE/Unified CCH servers have implemented a new web-based service called the
Diagnostic Framework, which is used to collect (and sometimes set) diagnostic information for that server. The Diagnostic
Framework service is a REST-like service that accepts requests over HTTPS, gathers information from the system, and responds in
the form of an XML response message. It can collect a variety of data, such as process logs, current trace values, network status,
PerfMon values, and so on. You can also use the service to collect log files from the server.
You can use the Diagnostic Framework as follows:
1. For Unified CCE deployments, the primary access method is through the Analysis Manager, which serves as a solution-wide
serviceability portal.
2. Unified CCE deployments can also use the Unified Communication diagnostic clients‘ CLI.
3. Each Diagnostic Framework service also includes an HTML-based web user interface that provides access to the complete
list of the API commands.
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4. The API can also be accessed directly through a browser.
The Analysis Manager application is installed as an option when you install the RTMT software. The Analysis Manager interface is
accessed from the RTMT main menu. Once it is installed, the application can identify the supported UC products and applications that
you have in your system and troubleshoot call failures across these UC applications, collecting trace and log files.
The Unified Analysis Manager supports the Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco
Unified Contact Center Express, Cisco IOS Voice Gateways, Cisco Unity Connection, and Cisco Unified Presence.
Desktop and IP Phone Options
CTI OS Desktop
The Cisco CTI toolkit is a software development toolkit used to develop agent desktop applications that interact with the CTI Object
Server (CTI OS). A Cisco toolkit desktop can provide the same agent state controls and call controls as CAD. You can use the Cisco
CTI toolkit to add agent state controls and call controls to existing desktop applications. Cisco toolkit desktops require the agent to use
a Cisco IP phone or Cisco IP Communicator (softphone).
Cisco Agent Desktop
Cisco Agent Desktop (CAD) is a Windows-based desktop application that helps agents perform agent state control (including login,
logout, ready, not ready, and wrap up) and call control (including answer, release, hold, retrieve, transfer, conference, and make call).
CAD requires use of a Cisco IP phone or Cisco IP Communicator (softphone). Other features, such as an integrated chatting
application, call recording, and workflow automation, may also be included.
Cisco IP Phone Agent
Cisco IP Phone Agent is an agent interface that does not require a desktop application. It is implemented as an
Extensive Markup Language (XML) application that is rendered on the screen of the IP phone and controlled through the soft keys
and buttons on the IP phone. The XML application performs agent state control, whereas call control is handled through the normal IP
Phone soft keys and buttons. Other enhanced features, including silent monitoring, call recording, screen pop and call center statistics,
are also available through this interface. Cisco IP Phone Agent is part of CAD.
Cisco Agent Desktop – Browser Edition
Like the Cisco Agent Desktop, CAD-BE allows agents to perform agent state and call control actions. It is accessible from a browser
window and does not need any software installed on the Agents PC. CAD-BE supports displaying Enterprise Data, chat messaging,
reason codes, wrap-up data and more.
Cisco Finesse Desktop
Cisco Finesse is a web-based desktop solution that allows for the extension of the desktop through standardized web components.
Cisco Finesse offers:
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browser-based solution
extensible desktop interface using standard OpenSocial gadgets
server features available to applications using documented REST APIs
Finesse can be deployed with CTI OS with the following limitations:
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The maximum number of CTI all events connections supported by the CTI Server (7) is not exceeded.
The total number of combined Finesse and CTI OS agents does not exceed the capacity of the common PG.
Cisco IP Phones and Cisco IP Communicator
With the Unified Contact Center Enterprise 9.x and Unified Communications Manager 9.x, the following Cisco IP Phones are
supported:
797x
796x
794x
792x
791x
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IP Communicator
69xx phones
89xx phones
99xx phones
EX60/90
** note: If Desktop Recording and/or Agent Greeting are being used the phone must support Built-in-bridge (BiB) **
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2.2 Virtualization Guidelines
As an alternative to installing all of the system components on their own servers, you could do some consolidation using
virtualization. We are now supporting virtualization for your CCE ATP Lab. Using this approach can help you create known good
base images and a system that allows you to recover to the ‘known good’ state. Virtualization can also help manage revision and
version control. This update addresses specific guidance for deployment of the required ATP Partner Lab system using the Cisco
Unified Computing System (UCS) B and C-Series platform. Note that not all components of the solution are available on the B or CSeries platform; in those cases the standard Cisco Media Convergence Server (MCS) models would be required. A few caveats to this
approach:
 You are responsible for loading up and managing the virtualization software (i.e. VMWare ESXi 5.0, vCenter, etc.)
 All CCE and other components still need to be installed.
 You can over subscribe in a non-production lab. If you run into problems with resource utilization, you are in an
unsupported configuration.
 Purchase of a UCS B2x0 Series system requires at least one of the following certifications:
- Unified Computing Technology Specialization
- DataCenter Unified Computing ATP
- DataCenter Architecture Specialization
 To find information on how to achieve the required UCS B-Series certifications please visit the specialization page on Partner
Central: http://www.cisco.com/web/partners/partner_with_cisco/channel_partner_program/resale/specializations/index.html
 Purchase of a UCS C2x0 Series system is available to all UCCE/CVP ATP Partners (C200 not supported).
** The relaxation of requirements is for lab environments and strictly NOT meant for production! **
Minimum Lab Configuration
The minimum recommendation for the ATP Partner Lab includes: UCCE 9.0, IP IVR 9.0, UCM 9.0, EIM/WIM 4.4(1), CCMP 9.0,
and CUIC 9.0. Optionally, for partners who are also CVP ATP authorized, the CVP 9.0 components would replace the IP IVR in the
lab.
The profiles here are based on production class component sizing for the UCS platform. Please refer to the Doc Wiki for the latest
updated profiles:
Virtualization for Unified Contact Center Enterprise
Virtualization for Unified CVP
Virtualization for Unified Intelligence Center
Virtualization for Unified IP IVR
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3. CONTACT CENTER ENTERPRISE LAB HARDWARE OPTIONS
Hardware Requirements
This section lists out some of the suggested configurations for your CCE ATP lab. Please note that you may already have an existing
Communications Manager, CUP and AD environment.
3.1 MCS Hardware Requirements
Cisco recommends the following server types (See current BOM for latest hardware specifications):
A
 Server Type
: Cisco MCS 7825-I5-CCX1
B
 Server Type
: Cisco MCS-7835-I3-CCE1
C
 Server Type
: Cisco MCS-7845-I3-CCE2
Minimum required: Simplex Sprawler shown below. Communications Manager and AD/DNS are required however you may use an
existing if one is available. You will also need agent/supervisor desktops.
RouterA
LoggerA
CTISVRA
CTIOSA
AW/HDS
DIALER
CAD
RTMT
AGENT PG A
MR PG A
CCM
PIM
IVR
PIM
DLR
PIM
AD/DNS
A
EIM/WIM
B
Optional MediaBlender
A
IP-IVR
A
CCM
C
CUIC
C
CIM
PIM
C
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Recommended: Redundant system.
RouterA
LoggerA
RouterB
LoggerB
CTISVRA
CTIOSA
CTISVRB
CTIOSB
AW/HDS
DIALER
AW/HDS
CAD
AGENT PG B
MR PG B
Private Network
CAD
RTMT
AGENT PG A
MR PG A
CCM
PIM
IVR
PIM
DLR
PIM
CIM
PIM
CCM
PIM
IVR
PIM
DLR
PIM
CIM
PIM
Public Network
Optional
MediaBlender
EIM/WIM
CUIC
IP-IVR1
IP-IVR1
AD/DNS
CCM
CCM
CUIC
Add-Ons:
C
FINESSE
C
SOCIALMINER
C
MEDIASENSE
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3.2 UCS C-Series Hardware Requirements
Minimum required: Simplex sprawler system with components as shown below.
UCS Server / Blade Application Mapping (with IP IVR):
Component
RoggerA
Agent PGA
AW/HDS1
IP-IVR1
CUIC1
CCMP
EIM/WIM
Total
Optional -Media
Blender
Total w/Options
#vCPU
4
1
4
2
4
4
4
23
2
RAM (GB)
6
4
8
4
6
4
4
36
2
25
38
Supported Platforms vCPU
RAM (GB)
HDD
C210 M1 TRC #21
8
36
1.46TB
C210 M2 TRC #11
8
48
1.46 (or 3) TB
C220 M3S TRC #1
8
64
2.4TB
C240 M3S TRC #1
16
96
4.8TB
C260 M2 TRC #1
20
128
4.8TB
Spec-Based
HP/IBM Intel Xeon 56xx/75xx @ 2.53+ GHz
HP/IBM Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz
HP/IBM Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz
UCS Server / Blade Application Mapping (with CVP):
As an alternative to IP IVR, CVP ATP Partners may use CVP in the lab.
Component
RoggerA
Agent PGA
AW/HDS1
CVP1
CVP OAMP
CVP RPT
CUIC1
CCMP
EIM/WIM
Total
Optional -Media
Blender
Total w/Options
#vCPU
4
1
4
4
2
4
4
4
4
31
2
RAM (GB)
6
4
8
4
2
4
6
4
4
42
2
33
44
Supported Platforms vCPU
RAM (GB)
HDD
C210 M1 TRC #21
8
36
1.46TB
C210 M2 TRC #11
8
48
1.46 (or 3) TB
C220 M3S TRC #1
8
64
2.4TB
C240 M3S TRC #1
16
96
4.8TB
C260 M2 TRC #1
20
128
4.8TB
Spec-Based
HP/IBM Intel Xeon 56xx/75xx @ 2.53+ GHz
HP/IBM Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz
HP/IBM Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz
Notes:
 Agent PG includes: Generic PG with CVP PIM and CUCM PIM, MR PG with Dialer and EIM/WIM PIM, CTI OS Server,
and CAD Server.
 CVP1 includes: SIP Call Server, VXML Server, and Media Server.
 RTMT can be installed on any windows based computer
 AD/DNS needs a single core virtual machine if one does not already exist
1

: End-Of-Sale
Sample simplex deployment:
C210 M1 TRC #2, C210 M2 TRC #1, or C220 M3S TRC #1
C240 M3S TRC #1 or C260 M2 TRC #1
Page 15 of 20
Recommended: Redundant system with optional Media Blender.
UCS Server / Blade Application Mapping (with IP IVR):
Component
RoggerA
Agent PGA
AW/HDS1/2
IP-IVR1
CUIC1
CCMP
EIM/WIM
RoggerB
Agent PGB
IP-IVR2
Total
Optional
MediaBlender
Total w/Options
#vCPU
4
1
4
2
4
4
4
4
1
2
34
2
RAM (GB)
6
4
8
4
6
4
4
6
4
4
56
2
36
58
Supported Platforms vCPU
RAM (GB)
HDD
C210 M1 TRC #21
8
36
1.46TB
C210 M2 TRC #11
8
48
1.46 (or 3) TB
C220 M3S TRC #1
8
64
2.4TB
C240 M3S TRC #1
16
96
4.8TB
C260 M2 TRC #1
20
128
4.8TB
Spec-Based
HP/IBM Intel Xeon 56xx/75xx @ 2.53+ GHz
HP/IBM Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz
HP/IBM Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz
UCS Server / Blade Application Mapping (with CVP):
As an alternative to IP IVR, CVP ATP Partners may use CVP in the lab.
Component
RoggerA
Agent PGA
AW/HDS1/2
CVP1
CVP OAMP
CVP RPT
CUIC1
CCMP
EIM/WIM
RoggerB
Agent PGB
CVP2
CUIC2
Total
Optional
MediaBlender
Total
#vCPU
4
1
4
2
2
4
4
4
4
4
1
2
4
40
2
RAM (GB)
6
4
8
4
2
4
6
4
4
6
4
4
6
62
2
42
64
Supported Platforms vCPU
RAM (GB)
HDD
C210 M1 TRC #21
8
36
1.46TB
C210 M2 TRC #11
8
48
1.46 (or 3) TB
C220 M3S TRC #1
8
64
2.4TB
C240 M3S TRC #1
16
96
4.8TB
C260 M2 TRC #1
20
128
4.8TB
Spec-Based
HP/IBM Intel Xeon 56xx/75xx @ 2.53+ GHz
HP/IBM Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz
HP/IBM Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz
Notes:






Agent PG includes: Generic PG with IP IVR PIM and UCM PIM, MR PG with Dialer and EIM/WIM PIM, CTI OS Server,
and CAD Server.
CVP1/2 include: SIP Call Server, VXML Server, and Media Server
RTMT can be installed on any windows based computer
AD/DNS needs a single core virtual machine if one does not already exist
For CCMP, above, there is a specific configuration with HDS that is useable in a lab environment for up to 200 users to
reduce the footprint (4 vCPU instead of 8). More information can be found at the CCMP docwiki.
1
: End-Of-Sale
Page 16 of 20

Duplex components should be installed on separate hardware.
Sample deployment with redundancy:
C210 M1 TRC #2, C210 M2 TRC #1, or C220 M3S TRC #1
C240 M3S TRC #1 or C260 M2 TRC #1
Add-Ons:
Component
Finesse
SocialMiner
MediaSense
Total
Notes:

#vCPU
4
2
7
13
RAM
(GB)
8
8
8
24
Supported Platforms
vCPU
RAM (GB)
HDD
C210 M1 TRC #21
8
36
1.46TB
C210 M2 TRC #11
8
48
1.46 (or 3) TB
C220 M3S TRC #1
8
64
2.4TB
C240 M3S TRC #1
16
96
4.8TB
C260 M2 TRC #1
20
128
4.8TB
Spec-Based
HP/IBM Intel Xeon 56xx/75xx @ 2.53+ GHz
HP/IBM Intel Xeon E7-28xx E7-48xx E7-88xx @ 2.4+ GHz
HP/IBM Intel Xeon E5-26xx E5-46xx @ 2.53+ GHz
1
: End-Of-Sale
Sample Deployment for add-ons:
C210 M1 TRC #2, C210 M2 TRC #1, or C220 M3S TRC #1
C240 M3S TRC #1 or C260 M2 TRC #1
Page 17 of 20
Page 18 of 20
3.3 Minimum UCS B-Series Hardware Requirements
Minimum required: Simplex System with CCE, IP IVR, RTMT, Dialer, CTI OS/CAD, CUIC and EIM/WIM:
PS2
PS1
SLOT2
Cisco Nexus 5010
STAT
L2 MGMTO
MGMT1
CONSOLE
1
2
3
4
5
6
7
8
9
10 11
12 13
14 15
16
17
10 19
20
1
2
3
4
5
6
7
8
9
10 11
12 13
14 15
16
17
10 19
20
SLOT2
Cisco Nexus 5010
PS2
STAT
PS1
L1
L1
L2 MGMTO
MGMT1
CONSOLE
N5K-C5010P-BF
DS-X9124
FAN
STAT
STAT
FAN2
FAIL
FAN1
FAN
STAT
PS1
FAIL
STATUS
OK
PS2
OK
1/2/4 Gbps FC
Module
N10-PAC1-550W
FAIL
FAN2
FAIL
1
2
3
4
5
6
7
8
9
10
11
12
LINK
13
14
15
16
17
18
19
20
21
22
23
24
OK
PS2
OK
LINK
FAN
STAT
STAT
PS1
FAN
STAT
FAN1
N10-PAC1-550W
N10-PAC1-550W
N10-PAC1-550W
UCS 6120XP: Front
UCS B200 M1
!
UCS B200 M1
!
!
!
UCS 5108
!
SLOT
CX4-120
SLOT
1
2
!
!
Reset
Console
Reset
Console
UCS B200 M1
!
UCS B200 M1
!
!
!
2Gb
4Gb
SLOT
SLOT
3
4
!
Console
!
Reset
Console
Reset
UCS B200 M1/M2
SLOT
6
SLOT
5
SLOT
SLOT
7
8
OK
FAIL
OK
FAIL
OK
FAIL
OK
UltraPoint DAE4
FAIL
UCS 5108
Notes:
1. The Nexus 5k’s are recommended for exposure to vPC and 10GB.
2. The MDS 9xxx and EMC is for illustration purposes, you may use any UCS supported SAN.
3. The 4th B200 blade shown is spare or optional CVP addition.
4. You should always deploy 6100 Fabric Interconnects in pairs. Using only a single FIC will affect the network
configuration of your system which will not emulate a customer deployment.
5. As in MCS deployments, you may have components on desktops or servers outside of the virtualized UCS
servers depicted.
Page 19 of 20
4. RECOMMENDED READING
Documentation Home Pages
Voice and IP Communications: http://www.cisco.com/en/US/partner/products/sw/voicesw/index.html
Unified IP IVR: http://www.cisco.com/en/US/products/sw/custcosw/ps3651/tsd_products_support_series_home.html
Contact Center Enterprise: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html
Cisco Agent Desktop: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps427/tsd_products_support_series_home.html
Cisco CTIOS: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps14/tsd_products_support_series_home.html
Cisco Outbound Option: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps524/tsd_products_support_series_home.html
Cisco Unified Intelligence Center: http://www.cisco.com/en/US/products/ps9755/index.html
Analysis Manager: http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Design Guides
Unified Communications Design Guides (UC Manager & CCE):
http://www.cisco.com/en/US/netsol/ns818/networking_solutions_program_home.html
EIM/WIM Design Guide: http://www.cisco.com/en/US/products/ps7233/products_implementation_design_guides_list.html
Cisco Unified IP IVR:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
Compatibility Guides
UC Manager: http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_device_support_tables_list.html
CCE: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_device_support_tables_list.html
IP IVR: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html
Contact Center Enterprise
CCE Hardware and Software Specification: http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm
CUIC BOM: http://www.cisco.com/en/US/products/ps9755/products_implementation_design_guides_list.html
CCBU Price List: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_how_to_order.html
Security best Practices Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_technical_reference_list.html
Pre-Installation Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_installation_guides_list.html
Staging Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_technical_reference_list.html
UCCE Installation Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_installation_guides_list.html
UCCE Admin: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/prod_maintenance_guides_list.html
Virtualization Guides
Cisco Unified Contact Center Enterprise: http://docwiki.cisco.com/wiki/Unified_Contact_Center_Enterprise
Cisco Voice Portal: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CVP
Cisco Unified Intelligence Center: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_Intelligence_Center
Cisco Unified IP IVR: http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCX
Cisco Unified Computing System (UCS) Hardware: http://docwiki.cisco.com/wiki/Unified_Computing_System_Hardware
Page 20 of 20