Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x)

Transcription

1 Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x) First Published: Last Modified: Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Cisco Systems, Inc. All rights reserved.

3 CONTENTS Preface Preface xiii Change History xiii About This Guide xvi Audience xvii Organization of this Guide xvii Related Documents xvii Field Alerts and Field Notices xviii Documentation Feedback xviii Conventions xviii PART I CHAPTER 1 Preparation 1 System Requirements 3 Solution Components 4 Hardware Requirements 5 VMware Hosting 6 Base Configuration and Utility Tools 6 Cisco Systems Contact Center Components 7 Third-Party Software 7 Software Licenses 8 Supported Browsers 9 CHAPTER 2 Prepare Customer Site Servers 11 Prepare Cisco UCS C-Series Customer Site Servers 11 Configure RAID for the C240 M3S TRC#1 11 Configure RAID for C240 M4SX 13 Install VMware vsphere ESXi 13 iii

4 Contents Add the Datastores to the Host Server 13 Add the Customer ESXi Host to the vcenter 13 Run the RAID Config Validator Utility 14 Prepare Cisco UCS B-Series Customer Site Servers 14 Fabric Interconnect Requirements 15 Cisco UCS B-Series Blade Requirements 16 vnic Requirements 16 vhba Requirements 17 Packaged CCE Application IOPS for SAN Provisioning 18 Packaged CCE UCS B-Series Fabric Interconnects Validation Tool 22 Packaged CCE UCS B-Series Fabric Interconnects Validation Tool 22 Requirement Validation Rules 23 NTP and Time Synchronization 28 Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers 30 CHAPTER 3 Network Design Considerations 31 Network Requirements for Cisco UCS C-Series Servers 31 VMware vswitch Design for Cisco UCS C-Series Servers 33 Data Center Switch Configuration for UCS C-Series Server Ethernet Uplinks 33 Network Requirements for Cisco UCS B-Series Servers 35 VMware vswitch Design for Cisco UCS B-Series Servers 36 Data Center Switch Configurations for Cisco UCS B-Series Fabric Interconnect Ethernet Uplink 39 Bandwidth Provisioning and Network QoS Considerations 46 PART II Installation: Golden Templates and Direct Installation 47 Installation scenarios 47 Installation Scenarios 47 CHAPTER 4 Create Golden Templates 49 About Golden Templates 49 Create Golden Templates 50 Create a Golden Template for the Cisco Unified Contact Center Enterprise Call Server 50 iv

5 Contents Create a Golden Template for the Cisco Unified Contact Center Enterprise Data Server 50 Create Golden Templates for the Cisco Unified Customer Voice Portal Servers 51 Create Golden Template for Cisco Unified CVP Reporting Server 51 Create a Golden Template for Cisco Unified Communications Manager 52 Create a Golden Template for Cisco Finesse 52 Create a Golden Template for Cisco Unified Intelligence Center 52 CHAPTER 5 Deploy Golden Templates at Customer Site 53 Host Permissions 53 Automation Tools 53 Complete Automation Spreadsheet for Export 54 Run Automation Script for Export 55 Transport to Customer 56 Ensure Readiness of Customer Site 56 Complete the Spreadsheet for Import 56 Run Automation Script for Import 60 CHAPTER 6 Post-import of Golden Templates 63 Post-import Steps for Data Servers 63 Post-import steps for Call Servers 63 Post-import Steps for Cisco Unified Voice Portal 64 Post-import Steps for Cisco Unified Communications Manager 64 Post-import Steps for Cisco Unified Intelligence Center 64 Post-import Steps for Cisco Finesse 65 Post-import procedures 65 Validate Network Adapter Settings and Power On 65 Configure Cisco Diagnostic Framework Portico 65 Configure Unified CCE Encryption Utility 66 Add Domain User 66 Edit Registry Settings and Restart VM 67 Rename and Rebind Network Adapters 67 Run Security Wizard 68 Reset Time Source 68 Configure Unified Communications Manager Publisher 69 Launch Unified Communications Manager Publisher to Add the Subscriber 69 v

6 Contents Configure Unified Communications Manager Subscriber 70 Configure Unified Intelligence Center Publisher 70 Acquire License Online for Unified Intelligence Center 71 Launch Publisher to Add Subscriber 72 Configure Subscriber 72 Configure Cisco Finesse Primary Node 72 Configure Secondary Node 73 Launch the Finesse Administration Console to Configure the Secondary Finesse 73 Password Changes During Customization 74 CHAPTER 7 Direct Installation 75 About Direct Installation 75 Create VM for Cisco Unified Contact Center Enterprise Call Server 76 Create VM for Cisco Unified Contact Center Enterprise Data Server 76 Create VMs for the Cisco Unified Customer Voice Portal Servers 77 Create VM for Cisco Unified Communications Manager Publisher 77 Create VM for Cisco Unified Communications Manager Subscriber 78 Create VM for Cisco Finesse Primary 78 Create VM for Cisco Finesse Secondary 78 Create VM for Cisco Unified Intelligence Center Publisher 79 Create VM for Cisco Unified Intelligence Center Subscriber 79 Create VM for Cisco Unified CVP Reporting Server 79 CHAPTER 8 Tasks Common to Golden Template and Direct Installations 81 Open Virtualization Files 81 Mount and Unmount ISO Files 81 Create a Virtual Machine from the OVA 82 Configure DNS Server 85 Configure a Database Drive 85 Install Antivirus Software 86 Update the Java Runtime Environment (Optional) 86 CHAPTER 9 Software Installations for Golden Templates and Direct Installations 89 Install Windows Server Install VMware Tools 90 vi

7 Contents Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server 91 Set Persistent Static Routes 92 Run Windows Updates 93 Install Microsoft SQL Server 93 Collation and Locale Settings for Localization 95 Install Cisco Unified Contact Center Enterprise 97 Install Cisco Unified CVP Server 97 Configure Network Adapters for Cisco Unified CVP 98 Install Cisco Unified CVP Reporting Server 98 Install and Configure External AW-HDS-DDS 99 Configure the External AW-HDS-DDS 100 Create an HDS Database for the External AW-HDS-DDS 101 Golden Template Install for Cisco Unified Communications Manager 101 Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center 102 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications 103 Configure the Cluster for Cisco Unified Communications Manager 105 Configure Ingress Gateways for Locations-based Call Admission Control 105 Install Cisco Unified Communications Manager Publisher 105 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 106 Configure the Cluster for Cisco Unified Intelligence Center 107 Configure the Cluster for Cisco Finesse 107 PART III Configuration 109 CHAPTER 10 Cisco Unified CCE Data Server 111 Configure SQL Server for CCE Components 111 Configure the Domain Manager 112 Set Up the Instance 112 Configure the Logger 113 Configure Logger Database and Log 113 Configure Logger Component in Web Setup 114 Apply Base Configuration 115 Run Base Configuration Using the ICMDBA Tool 115 vii

8 Contents Configure AW Database and Log 116 Configure Administration Server and Real-Time Data Server Components 117 Configure Unified Intelligence Center SQL User Account 118 CHAPTER 11 Cisco Unified CCE Call Server 119 Configure Unified CCE Router 120 Add a Generic PG 120 Add PIM1(Unified Communications Manager PIM) 121 Add PIM2 (First VRU PIM) 121 Add PIM3 (Second VRU PIM) 122 Add PIM4 (Third VRU PIM) 123 Add PIM5 (Fourth VRU PIM) 123 After Creating PIMs 124 Configure CTI Server 125 Install JTAPI 125 Configure the Media Routing Peripheral Gateway 126 Add Media Routing PG 126 Configure CTI OS Server 127 CHAPTER 12 Cisco Unified Customer Voice Portal 129 Validate Network Card 130 Configure Unified CVP Call Server Component 130 Configure Unified CVP VXML Server Component 131 Configure Gateways 131 Configure Unified CVP Media Server 132 Transfer Scripts and Media Files 132 Transfer License Files for Unified CVP Server 133 Configure SNMP 133 Configure SIP Server Groups 133 Configure Dialed Number Patterns 134 Location-Based Call Admission Control 136 CHAPTER 13 Configure Cisco IOS Enterprise Voice Gateway 137 Configure Cisco IOS Enterprise Voice Gateway 137 viii

9 Contents CHAPTER 14 Cisco Unified Communications Manager 143 Unified Communications Manager License 144 Generate and Register License 144 Install License 144 Activate Services 144 Configure Fully Qualified Domain Name 146 Configure Cisco Unified Communications Manager Groups 146 Configure Conference Bridges 146 Configure Media Termination Points 147 Configure Transcoders 147 Configure Media Resource Groups 148 Configure and Associate Media Resource Group List 149 Configure CTI Route Point 149 Configure Application User 150 Configure SIP Options 150 Configure Trunk 150 Configure Route Group 151 Configure Route List 151 Configure Route Pattern 152 CHAPTER 15 Set Deployment Type 153 Set Deployment Type 153 CHAPTER 16 Cisco Unified Intelligence Center 155 Configure Unified Intelligence Center Data Sources 155 Download Report Bundles 156 Import Report Bundles 157 Configure Unified Intelligence Center Administration 158 CHAPTER 17 Cisco Finesse 159 Configure CTI Server Settings in the Cisco Finesse Primary Node 159 Configure Unified Contact Center Enterprise Administration and Data Server 160 Restart the Cisco Tomcat Service 160 Disable Agent Queue Statistics Gadget in Default Desktop Layout 160 ix

10 Contents Live Data Reports 161 Prerequisites for Live Data 161 Add Live Data Reports to Finesse 162 Add Live Data Reports to Default Desktop Layout 162 Add Live Data Reports to Custom Desktop Layout 163 Add Live Data Reports to Team Layout 164 Modify Live Data Stock Reports for Finesse 166 CHAPTER 18 Cisco Unified Customer Voice Portal Reporting Server 169 Configure Unified CVP Reporting Server in Unified CVP OAMP 169 Obtain Cisco Unified Customer Voice Portal Report Templates 170 Create Data Source for Cisco Unified CVP Report Data 170 Import Unified CVP Report Templates in Unified Intelligence Center 171 PART IV Version Upgrade 173 CHAPTER 19 Upgrade to Release 10.5(1) 175 Prepare to Upgrade 175 Upgrade Sequence 176 Upgrade Cisco Finesse 177 Perform Upgrade 177 Upgrade Finesse from DVD/CD 177 Upgrade Finesse from a Remote File System 178 Post-Upgrade Tasks for Desktop Layout 178 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting 179 Unified CVP Pre-upgrade Tasks 179 Upgrade 179 Upgrade the Unified CVP Operations Console 179 Upgrade the Unified CVP Server 180 Obtain and Transfer the Upgrade License for Unified CVP 181 Upgrade Reporting Server 182 Upgrade the Cisco Voice Gateway IOS Version 182 Upgrade Cisco Unified Contact Center Data Server and Call Server 183 Pre-upgrade tasks 183 Disable Configuration Changes 183 x

11 Contents Identify Passwords 183 Download the Enhanced Database Migration Tool 183 Upgrade Side A 184 Stop Services on Side A Data Server, Call Server, and External AWs 184 Upgrade Data Server Databases 184 Run Setup for the Data Server 185 Run Setup for the Unified CCE Call Server 185 Run Setup for Cisco CTI OS Server 185 Shut Down Services on Side B and Any External AW-HDS-DDS 186 Start Side A and Verify Operation 186 Upgrade Side B 186 Upgrade Data Server Databases 186 Run Setup for the Data Server 187 Run Setup for the Unified CCE Call Server 188 Run Setup for Cisco CTI OS Server 188 Start Side B 188 Upgrade external AW-HDS-DDS 189 Upgrade External AW-HDS-DDS Database 189 Run Setup for the External AW-HDS-DDS 189 Post-upgrade tasks 190 Re-enable Configuration Changes 190 Set Services to Automatic 190 Install New Language Pack 190 Before Upgrading Cisco Unified Intelligence Center 190 Download and Install COP File 190 Run the Utility to Update Cisco Unified Intelligence Center 191 Validate System and Build System Inventory 191 Upgrade Cisco Unified Intelligence Center 192 Upgrade 192 About Upgrades 192 Download Unified Intelligence Center Upgrade File 192 Upgrade Cisco Unified Intelligence Center from DVD/CD 193 Upgrade Cisco Unified Intelligence Center from a Remote File System 193 Upgrade Cisco Unified Communications Manager 193 Unified Communications Manger Pre-upgrade Tasks 193 xi

12 Contents Upgrade 194 Upgrade Cisco Unified Communications Manager from DVD/CD 194 Upgrade Cisco Unified Communications Manager from a Remote File System 195 Switch Software Version 195 Upgrade JTAPI on the Call Server 196 License 196 Upgrade Unified Communications Manager License 196 Upgrade VMware Settings Utility 197 Upgrade VMware vsphere ESXi 198 APPENDIX A Reference 199 Base Configuration Updates 199 Install Language Pack 205 Simple Network Management Protocol 205 Configure Ingress Gateways for Locations-based Call Admission Control 206 Certificates for Live Data 206 Add Self-Signed Certificates for Live Data 207 Obtain and Upload CA Certificate for Live Data 208 Produce Certificate Internally 209 Set up Microsoft Certificate Server for Windows 2008 R2 209 Download CA certificate 210 Deploy Root Certificate for Internet Explorer 210 Set Up Certificate for Internet Explorer Browser 211 Set Up Certificate for Firefox Browser 211 xii

13 Preface Change History, page xiii About This Guide, page xvi Audience, page xvii Organization of this Guide, page xvii Related Documents, page xvii Field Alerts and Field Notices, page xviii Documentation Feedback, page xviii Conventions, page xviii Change History This table lists and links to changes made to this guide, and gives the dates those changes were made. Earliest changes appear in the bottom rows. Change Date Link Added the Packaged CCE UCS B-Series Fabric Interconnects Validation Tool topic. April, 2017 Packaged CCE UCS B-Series Fabric Interconnects Validation Tool, on page 22 Added support for UCS C240 M4SX TRC#1. December, 2016 Hardware Requirements, on page 5 Changes post initial release of document Configure RAID for C240 M4SX, on page 13 Create a Virtual Machine from the OVA, on page 82 xiii

14 Change History Preface Change Modified the Install Microsoft SQL Server procedure. Changed the service account to NT AUTHORITY\Network Service. Added a step to grant Perform volume maintenance tasks permissions to NETWORK SERVICE. Date December, 2015 Link Install Microsoft SQL Server, on page 93 Added support for UCS B200 M4 TRC#1 Added support for Cisco Nexus 1000V. For Unified CCE and Unified CVP components, you must run Windows Update and install a hotfix before running the Upgrade VMware Settings utility to protect the network configuration. Updated the "Install VMware Tools" topic with specific instructions for Unified Communications Manager. Updated instructions for configuring the ingress gateways for locations-based call admission control in Unified Communications Manager. Updated instructions for Unified CCE Router network configuration. When setting deployment to Packaged CCE PCCE-PAC-M1, use user@domain format, where domain is a fully-qualified domain name, for the Cisco Unified CCE Data Server Diagnostic Framework username. September, 2015 September, 2015 June, 2015 June, 2015 June, 2015 June, 2015 June, 2015 Hardware Requirements, on page 5 Software Licenses, on page 8 Bandwidth Provisioning and Network QoS Considerations, on page 46 Upgrade VMware Settings Utility, on page 197 Upgrade the Unified CVP Operations Console, on page 179 Upgrade the Unified CVP Server, on page 180 Upgrade Reporting Server, on page 182 Run Setup for the Unified CCE Call Server, on page 185 Run Setup for Cisco CTI OS Server, on page 185 Run Setup for the Data Server, on page 185 Install VMware Tools, on page 90 Configure Ingress Gateways for Locations-based Call Admission Control, on page 105 Configure Unified CCE Router, on page 120 Set Deployment Type, on page 153 Validate System and Build System Inventory, on page 191 xiv

15 Preface Change History Change Added information about the Unified CVP Ops Console Server Web Services manager CLI default user account that is created automatically when you install Unified CVP Server. Updated code example for IOS Gateway for transcoders, conference and MTP resources. Corrected the route pattern in the Unified Communications Manager "Configure Route Pattern" topic. Date June, 2015 June, 2015 June, 2015 Link Install Cisco Unified CVP Server, on page 97 Configure Cisco IOS Enterprise Voice Gateway, on page 137 Configure Route Pattern, on page 152 Added new directions for golden template installation for Unified Communications Manager, because a floppy file is now required for that installation. Updated the title of the existing "Golden Template Install for VOS-Based Contact Center Applications" to "Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center". December, 2014 Golden Template Install for Cisco Unified Communications Manager, on page 101 Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center, on page 102 Updated the "Install VMware Tools" topic to include both Microsoft Windows and VOS instructions. Added directions for setting persistent static routes after installing Microsoft Windows server. Removed the "Set Up Active Directory for LDAP Users" topic from the Configure Unified Customer Voice Portal Reporting Server Chapter, because the topic duplicated the instructions in the Configure Unified Intelligence Center Administration" topic. Added Cisco Unified Border Element information to the configuration instructions for the Cisco IOS Enterprise Voice Gateway. Cisco UCS B-series IOPs and KBps data up to 1000 agents has been updated, and data for up to 250 and 500 agents has been added. Java version and upgrade information has been added. December, 2014 December, 2014 December, 2014 December, 2014 July, 2014 July, 2014 Install VMware Tools, on page 90 Set Persistent Static Routes, on page 92 Configure Unified Intelligence Center Administration, on page 158 Configure Cisco IOS Enterprise Voice Gateway, on page 137 Packaged CCE Application IOPS for SAN Provisioning, on page 18 Third-Party Software, on page 7 Update the Java Runtime Environment (Optional), on page 86 Run the RAID Config Validator Utility, on page 14 Upgrade VMware Settings Utility, on page 197 xv

16 About This Guide Preface Change When setting deployment to Packaged CCE PCCE-PAC-M1, the credentials entered for the Cisco Unified CCE Data Server Diagnostic Framework must be for a domain user who is a member of the Config security group for the instance. You must create the Cisco Root OU in the same domain to which the Unified CCE servers belong. You must add data stores to the host server after installing VMware vsphere ESXi. Initial release of document for release 10.5(1) MR PG accommodates up to four PIMs: One Outbound PIM One Multichannel PIM for SocialMiner One Multichannel PIM for Interaction Manager/Web Interaction Manager One Multichannel PIM for a third-party multichannel application Date July, 2014 July, 2014 July, /18/2014 Link Set Deployment Type, on page 153 Validate System and Build System Inventory, on page 191 Configure the Domain Manager, on page 112 Add the Datastores to the Host Server, on page 13 Configure the Media Routing Peripheral Gateway, on page 126 Cisco Packaged CCE deployments are supported on Cisco UCS B-Series blade servers System Requirements, on page 3 Prepare Customer Site Servers, on page 11 Network Design Considerations, on page 31 About This Guide This guide explains how to install, configure, and upgrade Cisco Packaged Contact Center Enterprise (Packaged CCE). 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 technical_reference_list.html. It is mandatory to follow all rules and requirements stated in the Design Guide. This document does not discuss the Packaged CCE Lab Only deployment. For information about that deployment, see the Packaged CCE DocWiki at xvi

17 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 who are experienced regarding the deployment and management of virtual machines using VMware technology. Organization of this Guide Section Part I: Preparation, on page 1 Part II: Installation: Golden Templates and Direct Installation, on page 47 Content System requirements Solution components Prepare the customer site Network design considerations s 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 109 Part IV: Version Upgrade, on page 173 Appendix: Reference, on page 199 s for configuration of the Cisco contact-center products at the customer site. Upgrade requirements and procedures Base Configuration Updates Install Language Pack Simple Network Management Protocol Configure Unified CM Service Configuration Settings Certificates for Live Data Related Documents Subject Cisco Packaged Contact Center Enterprise Link customer-collaboration/ packaged-contact-center-enterprise/ tsd-products-support-series-home.html xvii

18 Field Alerts and Field Notices Preface Subject Cisco Unified Contact Center Enterprise Cisco Unified Communications Manager Cisco Unified Intelligence Center Cisco Finesse Customer Voice Portal Link customer-collaboration/ unified-contact-center-enterprise/ tsd-products-support-series-home.html unified-communications/ unified-communications-manager-callmanager/ tsd-products-support-series-home.html customer-collaboration/unified-intelligence-center/ tsd-products-support-series-home.html customer-collaboration/finesse/ tsd-products-support-series-home.html 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 then access the tool at: Documentation Feedback Conventions To provide comments about this document, send an message to the following address: contactcenterproducts_docfeedback@cisco.com We appreciate your comments. This document uses the following conventions: xviii

19 Preface Conventions Convention boldface font Description 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. 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. xix

20 Conventions Preface xx

21 PART I Preparation System Requirements, page 3 Prepare Customer Site Servers, page 11 Network Design Considerations, page 31

22

23 CHAPTER 1 System Requirements Solution Components, page 4 Hardware Requirements, page 5 VMware Hosting, page 6 Base Configuration and Utility Tools, page 6 Cisco Systems Contact Center Components, page 7 Third-Party Software, page 7 Software Licenses, page 8 Supported Browsers, page 9 3

24 Solution Components Solution Components Cisco Packaged CCE contact center applications are: The Cisco Unified CCE Call Server functions as the call router and makes all routing decisions. The Unified CCE Call Server also acts as the Peripheral Gateway and as the CTI OS object server. The Cisco Unified CCE Data Server functions as the logger and stores contact center configuration data and reporting data. The Unified CCE Data Server also serves as the Administration and Realtime data server (or AW). The Cisco Unified Customer Voice Portal (CVP) Server provides prompting, queuing, and call control. The Unified CVP Server combines the Call Server, Media Server, and VXML server functionality. This guide refers to the server as the Unified CVP Server. The Cisco Unified Communications Manager Server functions as the 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 maintains the Unified CVP cluster. The Cisco Unified CVP Reporting Server collects information from Unified CVP components and makes that information available to Cisco Unified Intelligence Center. Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and historical reports for Unified Contact Center Enterprise and Cisco Unified CVP. Unified Intelligence Center includes the Live Data VOS services. Live Data is a stream processing system that aggregates and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes to the message stream to receive the events in real-time and continuously update the Live Data reports. Cisco Finesse is a browser-based agent and supervisor desktop. The VMs for these applications must be on the Side A and Side B servers as indicated below: SIDE A Required VMs Unified CCE Call Server Unified CCE Data Server Unified CVP Server 1A Unified CVP Server 2A Unified CVP OAMP Server Unified Intelligence Center Publisher Finesse Primary SIDE B Required VMs Unified CCE Call Server Unified CCE Data Server Unified CVP Server 1B Unified CVP Server 2B Unified Intelligence Center Subscriber Finesse Secondary 4

25 Hardware Requirements 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. SIDE A Other VMs Unified Communications Manager Publisher Unified Communications Manager Subscriber 1 SIDE B Other VMs Unified Communications Manager Subscriber 2 Unified CVP Reporting Server (optional) Note You cannot have any additional VMs on the Packaged CCE VMware hosts, even if you are using an external Unified Communications Manager cluster. Hardware Requirements 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. For fresh installs or technology refreshes, Packaged CCE supports the Unified Computing System (UCS) C240 M3S TRC#1, C240 M4SX TRC#1, B200 M3 TRC#1, and B200 M4 TRC#1: C240 M3S: C240 M4SX: TRC.231 B200 M3 TRC#1: TRC.231 B200 M4 TRC#1: TRC.231 Note Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1 or UCS B200 M4 TRC#1. For common ground upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers: C240 M3S: C260 M2: When ordering Packaged CCE with the UCS B200 M3 TRC#1 or UCS B200 M4 TRC#1, customers must either already have a supported UCS B-Series platform infrastructure and SAN in their data center or must purchase these separately. UCS B-Series blades are not standalone servers and have no internal storage. 5

26 VMware Hosting Important The two Packaged CCE servers must use the same server model. VMware Hosting Fresh installs or technology refreshes can deploy on any of these servers: C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 C240 M4SX TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 B200 M3 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 B200 M4 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 Note Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1 or UCS B200 M4 TRC#1. Common ground upgrades can deploy on either of these servers: C260 M2 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8 Base Configuration and Utility Tools Software CCEPACM1BaseConfig_ zip Domain_Update_Tool.zip Notes This software automatically configures certain elements needed for every PCCE deployment This tool is required after installing the base configuration to modify the domain name stored in the database. Download Go to the Download Software page at /software.cisco.com/download/ type.html?mdfid= &i=rm. Click the link for Configuration Scripts. Then select the zip file for the Base Configuration script. Go to the Download Software page at /software.cisco.com/download/ type.html?mdfid= &i=rm. Click the link for Configuration Scripts. Then select the utility to modify the domain name. 6

27 Cisco Systems Contact Center Components Cisco Systems Contact Center Components Attention Packaged CCE 10.5(1) shares the same media kit as Unified CCE 10.5(1) which includes some components not supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains components that are release 10.0(1) which is not used for Packaged CCE 10.5 deployment. Use only release 10.5(1) software when deploying Packaged CCE 10.5(1). Component Cisco Unified Contact Center Enterprise Cisco Unified Customer Voice Portal Major Release Version 10.5(1) and later maintenance releases 10.5(1) and later maintenance releases Operating System Microsoft Windows Microsoft Windows Cisco Unified Communications Manager Cisco Unified Intelligence Center 10.5(1) and later maintenance releases 10.0(1) and later maintenance releases Note If you use Unified Communications Manager 10.5(2) with Packaged CCE 10.5(1), you must have ICM 10.5(1) ES (1) and later maintenance releases Linux-based Cisco Unified Communications Operating System Linux-based Cisco Unified Communications Operating System Cisco Finesse 10.5(1) and later maintenance releases Linux-based Cisco Unified Communications Operating System Optional: Cisco Unified Interaction Manager/Web Interaction Manager - 9.0(1) and later maintenance releases Cisco SocialMiner (1) and later maintenance releases Cisco MediaSense (1) 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. 7

28 Software Licenses Software Microsoft Windows Server 2008 R2 Standard Edition Microsoft Windows Active Directory Microsoft SQL Server 2008 R2 x64 Standard Edition Antivirus Version Service Pack 1 Windows Server 2003, 2008, and 2012 Service Pack 2 One of: Symantec Endpoint Protection 12.1 Trend Micro Server Protect version 5.8 McAfee VirusScan Enterprise 8.8i Notes Used for: Note Unified CCE Call Server Unified CCE Data Server Unified CVP Server Unified CVP OAMP Server Unified CVP Reporting Server Windows Server 2008 Remote Desktop is not supported for software installation or upgrade. Windows Server Active Directory support is inclusive of R2 versions. Packaged CCE does not require any specific Active Directory functional level. Used for Unified CCE Data Server. Required for all applications that run on the Windows platform. Java Java 6 Update 30 or latest update. Java 7 and later releases are not supported. Software Licenses Software License or PAK Quantity Included with Packaged CCE license SKU? Required? Details Unified CVP 4 PAKs Yes Yes 1 PAK for each of the four required Unified CVP Servers. Unified Intelligence Center 1 PAK Yes Yes 1 PAK to be applied to the Unified Intelligence Center Publisher on Side A. 8

29 Supported Browsers Software License or PAK Quantity Included with Packaged CCE license SKU? Required? Details Unified Call Studio 2 PAKs Yes Yes 1 PAK for each Unified Call Studio workstation. Unified CVP Reporting Server 1 or 2 PAKs No No Maximum of 2 additional Unified CVP PAKs; 1 PAK for each optional Unified CVP Reporting Server. Microsoft Windows Server 2008 R licenses No Yes 1 Virtual OS license for each of the required Unified CCE Call and Data Servers = 4 licenses. 1 Virtual OS license for each of the 4 required Unified CVP Servers = 4 licenses. 1 Virtual OS license for the Unified CVP OAMP Server = 1 license. 1 additional Windows Server Virtual OS license for an optional Unified CVP Reporting Server = 1 license Note For more information on Microsoft Windows Server Licensing options, please contact Microsoft or your authorized Microsoft reseller. Microsoft SQL Server No Yes 1 license for each Data Server = 2 licenses. VMware vsphere Standard or Enterprise ESXi 1 license per CPU No Yes For more information, see the Virtualization for Cisco Packaged CCE DocWiki at Cisco_Packaged_CCE. VMware vsphere Enterprise Plus is required for vnetwork Distributed Switch or Cisco Nexus 1000V support. VMware vcenter 1 license No No Needed by partners who use the Packaged CCE Golden Template cloning process. Required for customer deployments using VMware vnetwork Distributed Switch or the Cisco Nexus 1000V. VMware vcenter version must be equal or greater than the vsphere ESXi host versions managed. Supported Browsers These browsers are supported for Release 10.5: Microsoft Internet Explorer 9 and 11 Mozilla Firefox 24 and later 9

30 Supported Browsers 10

31 CHAPTER 2 Prepare Customer Site Servers Perform all the procedures in this section on the Side A and the Side B servers. Prepare Cisco UCS C-Series Customer Site Servers, page 11 Prepare Cisco UCS B-Series Customer Site Servers, page 14 NTP and Time Synchronization, page 28 Prepare Cisco UCS C-Series Customer Site Servers Configure RAID for the C240 M3S 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 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. 11

32 Prepare Cisco UCS C-Series Customer Site Servers c) Click Accept DG. Step 8 Step Add the remaining eight drives to create Drive Group1 as follows: a) On the left panel, select drives b) Click Add to Array. c) Click Accept DG. d) Click Next to accept the Drive Group. Add Drive Group0 to a span as follows: a) Select Drive Group0. b) Click Add to Span. c) Click Next. 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. Click Back to add the second RAID 5 array as follows: a) Select Drive Group1. b) Click Add to Span. c) Click Next. At the RAID Selection screen: 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. The size resolves to 1.903TB. f) Click Accept to accept the virtual drive definition, VD1. 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. In this event, 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. 12

33 Prepare Cisco UCS C-Series Customer Site Servers You can check background initialization progress on either the Web BIOS Home screen or Virtual Drives screen. Configure RAID for C240 M4SX The disk array configuration for the C240 M4SX is already set up to match what is required for Packaged CCE. Verify the settings as follows. Using Cisco Integrated Management Controller, check that the following settings are configured correctly: Virtual Drive Info: RAID 5 with 5 (Physical Disks) * 4 (Virtual Drives/Datastores) Stripe Size: 128KB Write Policy: Write Back with BBU Read Policy: Read Ahead Always Install VMware vsphere ESXi Packaged CCE uses standard VMware vsphere ESXi installation procedures. See the VMware documentation at for the vsphere ESXi version supported with the release of Packaged CCE you are installing. For Packaged CCE, ESXi must be installed on the first drive as the default boot drive for the server. Packaged CCE has no unique requirements. Add the 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 Required datastores are dictated by the hardware platform used. Cisco UCS C-Series servers require a fixed and validated configuration. UCS B-Series may have a variable number of LUNs on the SAN provisioned to meet Packaged CCE IOPS requirements. Add the Customer ESXi Host to the vcenter Refer to the vcenter Server and Host Management documentation at Note vcenter is required for Golden Templates only. Customers without vcenter can install on management desktops to administer the Packaged CCE servers. 13

34 Prepare Cisco UCS B-Series Customer Site Servers Run the RAID Config Validator Utility After you set up RAID configuration and add the datastores, run the RAID Config Validator utility to ensure that your datastore configuration is correct. To run the utility, Java 6 (any update) must be installed. Java 7 and later releases are not supported. Download the Packaged CCE RAID Config Validator utility from the Packaged CCE Download Software > Deployment Scripts page at Extract the zip file locally. Open the Windows command prompt and change to the directory where you downloaded the file. Then type this command java -jar PackagedCCEraidConfigValidator-10.5.jar <IP Address of the Side A server> <username> <password> to run to the tool. For example: C:\Users\Administrator\Desktop>java -jar PackagedCCEraidConfigValidator-10.5.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. Repeat step 2, entering the IP address of the Side B server instead of the Side A server. 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 re-validate the configuration. Prepare Cisco UCS B-Series Customer Site Servers Before you complete the configuration steps in this section, the customer site UCS B-Series must be installed, configured, and operational. For additional information and guidance on UCS B-Series installation and configuration, refer to the UCS B-Series documentation ( or your Cisco Data Center Unified Computing Authorized Technology Provider. This section includes only specific configuration requirements for Packaged CCE deployments on the UCS B-Series platform. Customers may have varying design and configuration needs due to their data center requirements and infrastructure. However, all configurations must meet the Packaged CCE requirements for 14

35 Prepare Cisco UCS B-Series Customer Site Servers high availability. For example, the design must not create the potential for a single point of failure, which can adversely impact the operation of Cisco call processing applications. Note All UCS hardware configuration examples in this section use the Cisco UCS Manager GUI. You can also use the UCS Manager CLI or API. Fabric Interconnect Requirements Ethernet Mode The Fabric Interconnects' Ethernet Mode must be set to End Host. Ethernet Uplinks Cisco UCS Fabric Interconnect Ethernet uplinks (Uplink Ports) for Packaged CCE are required to be 10G, with each Fabric Interconnect cross-connected to two common-l2 data center switches. The uplinks can be in a single-link, Port-Channel (EtherChannel), vpc or VSS (MEC) uplink topology. If any Port-Channel uplink are used, corresponding Port-Channel must be created in UCS Manager, where the ID of the Port-Channel matches that on the data center switch. If Port-Channel uplinks to data center switches are used, the UCS B Series Fabric Interconnects support only Link Aggregation Control Protocol (LACP). Ensure that the data center switch and Port-Channels are configured for, and support, LACP. This requirement also applies to vpc and VSS Port-Channels. FC Mode Both End Host and Switching modes are supported. End Host is the default for FC and FCoE NPIV with a supported FC Switch. Switching mode requires FC Zoning to be configured in the Fabric Interconnects. Refer to UCS Fabric Interconnect documentation for more information on these modes and use cases, and to specific SAN switch and SAN controllers vendor documentation as necessary. UCS Fabric Interconnect documentation is available at ucs-6200-series-fabric-interconnects/index.html. 15

36 Prepare Cisco UCS B-Series Customer Site Servers FC Storage Port and FCoE Uplinks Packaged CCE supports all FC and FCoE connected SAN topologies as supported by the UCS Fabric Interconnects, provided that all storage redundancy, latency, IO and bandwidth requirements are met. Note If direct-attach SAN is used, qualified direct-attach FC and FCoE storage vendors are currently limited to EMC, Hitachi Data Systems, and NetApp. Please refer to the latest Cisco UCS hardware compatibility list for the most current qualified vendors and models, at prod_technical_reference_list.html. QoS System Class and QoS Policy Unified CM and CCE applications set L3 QoS DSCP (AF/CS), which is not handled by the Fabric Interconnects; Fabric Interconnects are not L3 aware. Packaged CCE does not require specific QoS System Class or QoS Policy settings for VMware vswitches. Related Topics Network Requirements for Cisco UCS B-Series Servers, on page 35 Cisco UCS B-Series Blade Requirements Cisco UCS Manager uses Pools, Policies and Templates which are collected in a Service Profiles Template and applied to a blade as a Service Profile. Packaged CCE does not have any specific requirements for the blade Service Profile or Service Profile Templates, other than the vnic and vhba requirements to conforming to network VLAN and FC/FCoE VSAN requirements (see vnic Requirements, on page 16 and vhba Requirements, on page 17). For consistent and verifiable configuration and conformance of server configurations, use vnic, vhba and Service Profile Templates. For more detail on UCS blade configuration and service profiles and templates, refer to the appropriate Cisco UCS Manager documentation. vnic Requirements Packaged CCE requires that you configure a minimum of two vnic Ethernet interfaces on the UCS B-series blade. You must assign each of these two interfaces to alternate Fabric Interconnects for redundancy. Do not enable Fabric Failover for any Packaged CCE host vnic interfaces. 16

37 Prepare Cisco UCS B-Series Customer Site Servers The VMware VMKernel and Management interface is allowed to share the same vnics with Packaged CCE. This table is an example of collapsed vnic interfaces for all VLANs: vnic VLANS Fabric Notes eth0 PCCE Visible (Active) PCCE Private (Standby) VMware Kernel & Management (Active) Default VLAN (Active) Other Management (Active) A Active and Standby are denoted to show the reference design for traffic flow through these vnics as aligned to Fabric Interconnects as controlled in the VMware layer. See the UCS B Series Networking section for more details. eth1 PCCE Visible (Standby) B PCCE Private (Active) VMware Kernel & Management (Standby) Default VLAN (Standby) Other Management (Standby) Note Networks other than the Packaged CCE Visible and Private networks are not required to be set to Active/Standby, as shown in the table. They can be set to Active/Active (no override), or assigned as needed to distribute load evenly across the infrastructure. vhba Requirements You must configure a minimum of two vhba FC interfaces on the UCS B-series blade. You must assign each of these two interfaces to alternate Fabric Interconnects for redundancy. 17

38 Prepare Cisco UCS B-Series Customer Site Servers These FC vhbas can be used for either FC or FCoE connected SAN. Cisco UCS best practice is to use a different VSAN for each Fabric Interconnect (A/B) path to the SAN, but common VSAN is also supported. Common (as depicted) or separate vhba interfaces may be used for Packaged CCE datastores and ESXi Boot from SAN storage path. Packaged CCE Application IOPS for SAN Provisioning This section details the Packaged CCE application IO requirements to be used for Storage Area Networks (SAN) provisioning. You must use these data points to properly size and provision LUNs to be mapped to datastores in vsphere to then host the Packaged CCE applications. Partners and Customers should work closely with their SAN vendor to size LUNs to these requirements. Packaged CCE on UCS B-Series does not require a fixed or set number of LUNs/Datatores. Instead, customers may use as few as a single, or use a 1 to 1 mapping of application VM to LUN, provided that the Packaged CCE applications IOPS throughput and latency requirements are met. Any given LUN design will vary from vendor to vendor, and SAN model to model. Work closely with your SAN vendor to determine the best solution to meet the given requirements here. The IOPS provided in this topic are for Packaged CCE on-box components only. For any off-box applications, refer to each application's documentation for IOPS requirements. Requirements and restrictions for SAN LUN Provisioning include the following: VMware vsphere Boot from SAN LUN may not be shared with any Packaged CCE application VMs. Consult VMware and SAN vendor best practices for boot from SAN. Thin provisioned LUNs are supported. They must start with sufficient space to house the total required space of all Packaged CCE apllication VMs, as those VMs vdisks do not support Thin Provisioning. Data de-duplication is not supported on the SAN. RAID 0 or RAID 1 are not supported for the SANs disk arrays used to house the LUNs created. RAID 0 lacks redundancy and RAID 1 negatively impacts application performance. RAID levels 5, 6, 10 are most common. Other advanced RAID levels offered by your SAN vendor are supported, provided that application IOPS, throughput, and latency requirements are met. Tiered storage is supported RPM or slower drives are not supported for Packaged CCE use in a SAN due to poor latency. The one exception to this requirement is if the drive is used in a Tiered storage pool with 10,000/15,000 RPM drives and with SSD tiers in the same pool. 18

39 Prepare Cisco UCS B-Series Customer Site Servers Note In the following IOPS and KBps tables: Numbers given for 95th Pct, Average, and Peak are totals of Read + Write. Requirements are per instance of the given application. Any application VM that has multiple vdisks is inclusive of those multiple devices in the sum total values given, and those devices should be deployed on same LUN/Datastore with suffificent resources to meet those requirements. Unified CVP Reporting Server IOPS does not include on-box VXML reporting being enabled. If VXML reporting is enabled, see the Unified CVP Reporting Server IOPS requirements in Virtualization for Cisco Unified Customer Voice Portal, available at Virtualization_for_Cisco_Unified_Customer_Voice_Portal. IOPS and KBps for Up to 1000 Agents Table 1: IOPS for up to 1000 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server Table 2: KBps for up to 1000 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server

40 Prepare Cisco UCS B-Series Customer Site Servers Packaged CCE Component 95th Pct Average Peak Write % Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server IOPS and KBps for Up to 500 Agents Table 3: IOPS for up to 500 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server Table 4: KBps for up to 500 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server

41 Prepare Cisco UCS B-Series Customer Site Servers Packaged CCE Component 95th Pct Average Peak Write % Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server IOPS and KBps for Up to 250 Agents Table 5: IOPS for up to 250 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server Table 6: KBps for up to 250 agents Packaged CCE Component 95th Pct Average Peak Write % Unified CCE Call Server Unified CCE Data Server Unified CVP Server

42 Prepare Cisco UCS B-Series Customer Site Servers Packaged CCE Component 95th Pct Average Peak Write % Finesse Server Unified CVP OAMP Server Unified Intelligence Center Unified Communications Manager Publisher Unified Communications Manager Subscriber Unified CVP Reporting Server Packaged CCE UCS B-Series Fabric Interconnects Validation Tool Packaged CCE UCS B-Series Fabric Interconnects Validation Tool This tool performs checks on currently deployed UCS B-Series Fabric Interconnect clusters to determine compliance with Packaged CCE requirements. If Packaged CCE will be deployed on two separate UCS B Series Fabric Interconnect clusters, run the tool for each cluster. Note To run this tool, Java 6 (any update) must be installed. In addition to running this tool, see Virtualization for Cisco Packaged CCE DocWiki at wiki/virtualization_for_cisco_packaged_cce and the Cisco Packaged Contact Center Enterprise Design Guide at products-technical-reference-list.html to ensure full compliance. To begin, download this file: UCSValidatorTool-<version>.zip Where <version> indicates the version of the tool you intend to install. Once downloaded, follow these instructions to run the tool: Unzip the UCSValidatorTool zip file to create a UCSValidatorTool directory. Change to the UCSValidatorTool directory. Run "java -jar UCSValidatorTool.jar". The tool requests the following information: Company name (Required to generate the PDF filename using Company Name) IP Address of UCS Manager 22

43 Prepare Cisco UCS B-Series Customer Site Servers HTTPS (yes/no) Port (defaults to 80 for HTTP/443 for HTTPS) Username: Read-only credentials to UCS Manager Password The following shows an example of the prompts. Welcome to the Unified Computing System Verification Utility (version ). This tool will validate the UCS Fabric Interconnects for Packaged CCE requirements. Enter company name: Cisco Systems Inc. Enter UCS Manager cluster IP address: <ip-address-of-ucs-manager> Use HTTPS? Yes/No: > (n[o]=80; y[es]=443)y Port: [443]<port-number> Enter UCS Manager access information with read privilege: Username: <your-username> Password: **** Processing... After the validation process is complete, a summary of the pass/fail test results is displayed on the console, and output as both a log file (results/ucsvalidation.log) and as a PDF file (Company-Name-date.pdf). Requirement Validation Rules The following table provides a detailed explanation of the UCS B-Series requirements validated by this tool. Table 7: Requirement Validation Rules Category Fabric Interconnect Type Count Ethernet Mode UCS Manager Requirements Two matching Fabric Interconnects (HA) Mode must be End Host Version 2.2(1) or later. A higher version than this may be required depending on the version of ESXi that you installed. Use the UCS Hardware and Software Compatibility tool to help you select the appropriate version. The tool can be found here: 23

44 Prepare Cisco UCS B-Series Customer Site Servers Category Type Ethernet Uplinks Requirements 24

45 Prepare Cisco UCS B-Series Customer Site Servers Category Type Requirements The Fabric Interconnect rule: Checks all Ethernet uplinks for one set that passes the following requirement validation rules. Uplink Ethernet interface speed must be 10, 20, or 40 Gbps For Uplink Eth Interfaces: Two or more (even, by two's) per Fabric Interconnect with common VLAN(s) (for grouping of ports across Fabric Interconnects - differentiate grouping if disjoint-l2) Four or more (even, by four's) per Fabric Interconnect pair grouped by common VLAN(s) For Port Channels: One or more Port Channels per Fabric Interconnect Two or more Port Channels (even by two's) per Fabric Interconnect pair matched by common VLAN(s) Two or more member Ethernet ports (even, by two's) per Port Channel VLAN matched Port Channel pairs must have 4 or more (even, by four's) member Ethernet interfaces in total Caveats: Even though Packaged CCE does not support splitting the Public and Private VLANs over disjoint-l2 uplinks, this tool examines each disjoint-l2 uplink set and provides pass/fail results. If any one set of uplinks is found to meet the requirements, the rule will pass even if others fail. In this case (as the tool is pre-deployment), if an uplink set that failed the rule is intended for Packaged CCE VLANs, it must be corrected to meet requirements for support. The tool does not connect to or inspect the upstream data center switches to confirm the following requirements: Fabric Interconnect pair cross-connected to upstream data center switch pair Data center switch pair Ethernet interface ports 25

46 Prepare Cisco UCS B-Series Customer Site Servers Category Type Requirements properly configured for standard, EtherChannel, vpc, or VSS uplink designs Data center switch pair Ethernet interface ports properly configured for Virtual Switch VLAN Tagging (802.1q) IO Model (Fabric Extender) Count The IO Model (Fabric Extender) rule: Checks for two matching IO Modules on each blade chassis (minimum one required), Caveats: This rule does not validate whether or not the two IO Modules are correctly connected to different Fabrics Interconnects (one to A and the other to B). However, the tool and output PDF does include the connection information for each IO Module (as shown in the following example). Rule: IO Module count and models should match design. Result: Pass Details: --- Supported Chassis Configuration --- Chassis 1 PID N20-C6508 Serial FOX1721GCRG IO Module 1 PID UCS-IOM-2208XP Fabric ID A IO Module 2 PID UCS-IOM-2208XP Fabric ID B This rule does not validate that each IO Module has a minimum of two ports connected to its paired Fabric Interconnect as required. 26

47 Prepare Cisco UCS B-Series Customer Site Servers Category SAN Hardware and Transport Type Type and Data Rate Requirements The SAN Hardware and Transport rule: Checks all FC uplink types for one set of FC uplinks that pass the following requirement validation rules. FC port speed must be 2, 4, or 8 Gbps FCoE port speed must be 10, 20, or 40 Gbps For FC ports: One or more per Fabric Interconnect For FCoE ports: Two or more (even, by two's) per Fabric Interconnect Number of FC and/or FCoE port channels must match on Fabric Interconnect pair (must be symmetrical) Two or more FC member ports per Fabric Interconnect Two or more FCoE member ports (even, by two's) per Fabric Interconnect Caveats: This rule does not match FC or FCoE port counts between Fabric Interconnects (though this may be required for a given SAN design). It does not validate any specific Cisco UCS and SAN switch and SAN controller supported designs. It does not inspect FC or FCoE VSAN memberships for uplink grouping. It does not inspect the FC Mode to validate uplinks for internal versus external NPV/NPIV designs. The following table provides a detailed explanation of the UCS B-Series requirements not validated by this tool. 27

48 NTP and Time Synchronization Table 8: Requirements Not Validated by the Tool Category UCS Blade Server Requirement UCS blade specification must match one of the following: B200 M3 TRC#1: Hardware#B200_M3_TRC.231 B200 M4 TRC#1: Hardware#B200_M4_TRC.231 Note: B200 M4 TRC#1 is supported for Release 11.0(1) and later only. Storage and Ethernet interface requirements: Two vhbas, alternately pinned to Fabric A and B Two vnics, alternately pinned to Fabric A and B No Fabric Failover enabled on vnics UCS SAN HCL The following SAN components (as applicable) must be on the UCS HCL for the version of UCS Manager firmware used: FC SAN switch SAN controller SAN LUN SAN LUNs must: Meet the IOPS requirements Meet the storage latency requirement VMware vsphere ESXi The tool does not connect to or check any vsphere ESXi specific requirements. For more UCS HCL resources, see: products-technical-reference-list.html 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. 28

49 NTP and Time Synchronization For Cisco UCS B-series servers, you also must set the time zone and NTP Time Server using the UCS Manager. See Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers, on page 30 for more information. 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 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. 29

50 NTP and Time Synchronization 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. 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 ntp server delete (row number of the item to delete). Press Enter. 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. Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers Set the time zone and NTP Time server for UCS B-series server in the UCS Manager. Step 5 From the Admin tab in UCS Manager, select Stats Mangement > Time Zone Management. Select the Time Zone from the down-down menu. Click Add NTP Time Server. Enter the IP address of the NTP Time Server, and click OK. Click Save. 30

51 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 31 Network Requirements for Cisco UCS B-Series Servers, page 35 Bandwidth Provisioning and Network QoS Considerations, page 46 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. 31

52 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 to affect both the Active and Standby Visible network links or both the Visible and Private network communications between Packaged CCE Side A and Side B servers at the same time. Cisco Stacking technology does not meet the high availability requirements of Packaged CCE network communications. 32

53 Network Requirements for Cisco UCS C-Series Servers A switch stack may not be used for both the Active and Standby Visible network uplinks from a single Packaged CCE server, even if those uplinks connect to separate physical switches within a stack. A switch stack may not be used for both the Active Visible and Active Private network uplinks from a single Packaged CCE server, even if those uplinks connect to separate physical switches within a stack. 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. 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. 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 33

54 Network Requirements for Cisco UCS C-Series Servers 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 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 34

55 Network Requirements for Cisco UCS B-Series Servers 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. Network Requirements for Cisco UCS B-Series Servers The illustration below shows the virtual to physical Packaged CCE communications path from application local OS NICs to the data center network switching infrastructure. The reference design depicted uses a single virtual switch with two vmnics in Active/Active mode, with Visible and Private network path diversity aligned through the Fabric Interconnects using the Port Group vmnic override mechanism of the VMware vswitch. 35

56 Network Requirements for Cisco UCS B-Series Servers Alternate designs are allowed, such as those resembling that of UCS C-Series servers where each Port Group (VLAN) has its own vswitch with two vmnics in Active/Stanby configuration. In all designs, path diversity of the Visible and Private networks must be maintained so that both networks do not fail in the event of a single path loss through the Fabric Interconnects. VMware vswitch Design for Cisco UCS B-Series Servers The figures in this topic illustrate the two vmnic interfaces with Port Group override for the VMware vswitch on a UCS B-Series server using an Active/Active vmnic teaming design. The configuration is the same for the Side A and Side B servers. The following figure shows the Public network alignment (preferred path via override) to the vmnic0 interface. 36

57 Network Requirements for Cisco UCS B-Series Servers The following figure shows the Private networks alignment to the vmnic1 interface. 37

58 Network Requirements for Cisco UCS B-Series Servers When using Active/Active vmnic interfaces, Active/Stanby can be set per Port Group (VLAN) in the vswitch Properties dialog in the vsphere Web Client, as shown: Ensure that the Packaged CCE Visible and Private networks Active and Standby vmnics are alternated through Fabric Interconnects so that no single path failure will result in a failover of both network communication paths at one time. In order to check this, you may need to compare the MAC addresses of the vmnics in vsphere to the MAC addresses assigned to the blade in UCS Manager to determine the Fabric Interconnect to which each vmnic is aligned. 38

59 Network Requirements for Cisco UCS B-Series Servers UCS B-Series servers may also be designed to have 6 or more vmnic interfaces with separate vswitch Active/Standby pairs similar to the design used for UCS C-Series servers. This design still requires that active path for Visible and Private networks be alternated between the two Fabric Interconnects Data Center Switch Configurations for Cisco UCS B-Series Fabric Interconnect Ethernet Uplink This topic provides examples of data center switch uplink port configurations for connecting to UCS B-series Fabric Interconnects. There are several supported designs for configuring Ethernet uplinks from UCS B-Series Fabric Interconnects to the data center switches for Packaged CCE. Virtual Switch VLAN Tagging is required, with EtherChannel / Link Aggregation Control Protocol (LACP) and Virtual PortChannel (vpc) being options depending on data center switch capabilities. The required and reference design for Packaged CCE Visible and Private network uplinks from UCS Fabric Interconnects uses a Common-L2 design, where both Packaged CCE VLANs are trunked to a pair of data center switches. Customer also may choose to trunk other management (including VMware) and enterprise networks on these same links, or use a Disjoint-L2 model to separate these networks from Packaged CCE. Both designs are supported, though only the Common-L2 model is used here. Note All VLAN, vpc and PortChannel IDs and configuration settings are given for example purposes. Customer VLANs, IDs and any vpc timing and priority settings may vary according to their specific network requirements. Improper configuration of up-link ports can directly and negatively impact system performance, operation, and fault handling. Example 1: vpc Uplinks In this example, UCS Fabric Interconnect Ethernet uplinks to a pair of Cisco Nexus 5500 series switches using LACP and vpc. UCS Fabric Interconnects require LACP where PortChannel uplinks are used, regardless of whether they are vpc. Note Cisco Catalyst 10G switches with VSS also may be used in a similar uplink topology with VSS (MEC) uplinks to the Fabric Interconnects. That IOS configuration is not described here, and differs from the configuration of NX-OS. 39

60 Network Requirements for Cisco UCS B-Series Servers N5KA cfs ipv4 distribute cfs eth distribute feature lacp feature vpc feature lldp vlan 1-10,100 vpc domain 1 role priority 1000 system-priority 4000 peer-keepalive destination delay restore 180 peer-gateway auto-recovery interface port-channel1 description vpc_to_fabrica switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk vpc 1 interface port-channel2 description vpc_to_fabricb switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk vpc 2 interface port-channel100 description vpc_peer_link switchport mode trunk spanning-tree port type network vpc peer-link interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/2 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 40

61 Network Requirements for Cisco UCS B-Series Servers channel-group 2 mode active interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group 100 interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group 100 interface mgmt0 ip address /24 no ip igmp snooping mrouter vpc-peer-link vpc bind-vrf default vlan 4048 N5KB cfs ipv4 distribute cfs eth distribute feature lacp feature vpc feature lldp vlan 1-10,100 vpc domain 1 role priority 2000 system-priority 4000 peer-keepalive destination delay restore 180 peer-gateway auto-recovery interface port-channel1 description vpc_to_fabrica switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk vpc 1 interface port-channel2 description vpc_to_fabricb switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk vpc 2 interface port-channel100 description vpc_peer_link switchport mode trunk spanning-tree port type network vpc peer-link interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/2 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 2 mode active interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group

62 Network Requirements for Cisco UCS B-Series Servers interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group 100 interface mgmt0 ip address /24 no ip igmp snooping mrouter vpc-peer-link vpc bind-vrf default vlan 4048 Note Additional interfaces can be added to the vpcs (channel-groups) to increase the aggregate uplink bandwidth. These interfaces must be added symetrically on both Nexus 5500 switches. Example 2: Standard Uplinks In this example, a pair of Cisco Nexus 5500 series switches uplinked to the UCS Fabric Interconnects without PortChannels or vpc (the Nexus 5500 pair may still be vpc enabled). Note Cisco Catalyst switches capable of 10G Ethernet also may use a similar uplink topology. That IOS configuration is not described here, and may differ from NX-OS configuration. N5KA cfs ipv4 distribute cfs eth distribute feature lldp vlan 1-10,100 interface port-channel100 description L2-Interswitch-Trunk switchport mode trunk spanning-tree port type network interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk 42

63 Network Requirements for Cisco UCS B-Series Servers interface Ethernet1/2 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group 100 interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group 100 N5KB cfs ipv4 distribute cfs eth distribute feature lldp vlan 1-10,100 interface port-channel100 description L2-Interswitch-Trunk switchport mode trunk spanning-tree port type network interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface Ethernet1/2 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group 100 interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group 100 Example 3: EtherChannel Uplinks In this example, a Nexus 5500 pair with non-vpc PortChannel (EtherChannel with LACP) uplinks to the UCS Fabric Interconnects. Note Cisco Catalyst switches capable of 10G Ethernet also may use a similar uplink topology. That IOS configuration is not described here, and may differ from NX-OS configuration. 43

64 Network Requirements for Cisco UCS B-Series Servers N5KA cfs ipv4 distribute cfs eth distribute feature lacp feature lldp vlan 1-10,100 interface port-channel1 description PC_to_FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface port-channel2 description PC_to_FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface port-channel100 description Interswitch_Peer_Link switchport mode trunk spanning-tree port type network interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/2 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/3 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 2 mode active interface Ethernet1/4 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 2 mode active 44

65 Network Requirements for Cisco UCS B-Series Servers interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group 100 interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group 100 N5KB cfs ipv4 distribute cfs eth distribute feature lacp feature lldp vlan 1-10,100 interface port-channel1 description PC_to_FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface port-channel2 description vpc_to_fabricb switchport mode trunk switchport trunk allowed vlan 1-10,100 spanning-tree port type edge trunk interface port-channel100 description PC_Peer_Link switchport mode trunk spanning-tree port type network interface Ethernet1/1 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/2 description Uplink-To-FabricA switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 1 mode active interface Ethernet1/3 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 2 mode active interface Ethernet1/4 description Uplink-To-FabricB switchport mode trunk switchport trunk allowed vlan 1-10,100 channel-group 2 mode active interface Ethernet1/5 description Interswitch_Link switchport mode trunk channel-group 100 interface Ethernet1/6 description Interswitch_Link switchport mode trunk channel-group

66 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. at en/us/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html. For bandwidth provisioning information for video calls, refer to the "Cisco Collaboration Solutions Design and Deployment Sizing Considerations" chapter of the Cisco Collaboration System Solution Reference Network Designs, at unified-communications-manager-callmanager/tsd-products-support-series-home.html. For bandwidth provisioning information for Cisco MediaSense video playback, refer to the "Scalability and Sizing" chapter of the Cisco MediaSense Design Guide, at customer-collaboration/mediasense/tsd-products-support-series-home.html. For Nexus 1000V QoS provisioning information and example configuration, see the Virtualization for Cisco Packaged CCE DocWiki at 46

67 PART II Installation: Golden Templates and Direct Installation Installation scenarios, page 47 Create Golden Templates, page 49 Deploy Golden Templates at Customer Site, page 53 Post-import of Golden Templates, page 63 Direct Installation, page 75 Tasks Common to Golden Template and Direct Installations, page 81 Software Installations for Golden Templates and Direct Installations, page 89 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.

68 Installation Workflow Sequence 1 2 Task Ensure that required software, hardware, and licenses are available Create Golden Templates and process them for export OR 2 Create Virtual Machines directly THEN 3 6 Configure and stage servers for customer use Confirm operation at the customer site. Run Base Configuration, set deployment type, and run calls. Related Topics About Golden Templates, on page 49 About Direct Installation, on page 75

69 CHAPTER 4 Create Golden Templates About Golden Templates, page 49 Create Golden Templates, page 50 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 75. 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 golden template automation tool can be run only on a 64-bit Microsoft Windows operating system. The sequence is: 1 Download the OVA files. See Open Virtualization Files, on page 81 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. 49

70 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 1 2 Task Using CCE-PAC-M1_CCE.ova, Create a Virtual Machine from the OVA, on page 82. Select CCE Call Server from the drop-down list. Install Windows Server 2008, on page Install VMware Tools, on page 90 Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on page 91 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Cisco Unified Contact Center Enterprise, 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 1 2 Task Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 82. Select CCE Database Server from the drop-down list. Install Windows Server 2008, on page Install VMware Tools, on page 90 Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on page 91 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Microsoft SQL Server, on page 93 Install Cisco Unified Contact Center Enterprise, on page 97 Configure a Database Drive, on page 85 50

71 Create Golden Templates Create Golden Templates for the Cisco Unified Customer Voice Portal Servers Follow this sequence of tasks to create golden templates for the Unified CVP servers and for the Unified CVP OAMP server. Each Unified CVP server combines the Call server and VXML server functionality. The Unified CVP 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 Unified CVP servers and the Unified CVP OAMP servers the differences are selections you make from the OVA dropdown and in the Select Packages options during the installation. Sequence 1 Task Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 82. From the drop-down list: Select Unified CVP Server when you create the Unified CVP Server VM. Select Unified CVP OAMP Server when you create the Unified CVP OAMP Server VM Install Windows Server 2008, on page 89 Install VMware Tools, on page 90 Configure Network Adapters for Cisco Unified CVP, on page 98 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Cisco Unified CVP Server, on page 97 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 Using CCE-PAC-M1-CVP-Reporting.ova, Create a Virtual Machine from the OVA, on page 82. Select CVP Reporting Server from the drop-down. Install Windows Server 2008, on page 89 Install VMware Tools, on page 90 Configure Network Adapters for Cisco Unified CVP, on page 98 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 51

72 Create Golden Templates Sequence 7 8 Task Configure a Database Drive, on page 85 Install Cisco Unified CVP Reporting Server, on page 98 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 1 2 Task Using CCE-PAC-M1-CUCM.ova, Create a Virtual Machine from the OVA, on page 82. Select 7500 user node from the drop-down list. Install the Cisco Unified Communications Manager Publisher. Golden Template Install for Cisco Unified Communications Manager, on page 101 Create a Golden Template for Cisco Finesse Follow this sequence of tasks to create a golden template for the Cisco Finesse Primary Node. Sequence 1 2 Task Using the CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 82. There is no selection from the drop-down list. Install the Cisco Finesse Primary Node. Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center, on page 102. 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 1 2 Task Using the CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 82. There is no selection from the drop-down list. Install the Cisco Unified Intelligence Center. Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center, on page

73 CHAPTER 5 Deploy Golden Templates at Customer Site Host Permissions, page 53 Automation Tools, page 53 Complete Automation Spreadsheet for Export, page 54 Run Automation Script for Export, page 55 Transport to Customer, page 56 Ensure Readiness of Customer Site, page 56 Complete the Spreadsheet for Import, page 56 Run Automation Script for Import, page 60 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 10.5(1) Go to series_home.html. Click Download Software. Then select Packaged Contact Center Enterprise Deployment Scripts. 53

74 Complete Automation Spreadsheet for Export Software PowerCLI OVF tool WinImage Microsoft Excel Version 5.0 or 5.1, 32-bit 32-bit 8.5, 32-bit Release 2003 or later Download details?downloadgroup=ovftool350&productid=353 Note -- 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 9: Required Columns for Automation Spreadsheet for Export Column OPERATION Description Select ExportServer to specify the operation you are performing with the script. Exports a compressed OVF file from the VMware environment where the template systems were installed. Example ExportServer 54

75 Run Automation Script for Export Column SOURCE_HOST_IP SOURCE_DATASTORE_NAME SOURCE_VMNAME GOLDEN_TEMPLATE_NAME Description The IP address or the DNS name of the ESXi hosting the VM to be exported. The name of the Datastore defined in VMware. The name of the VM. Cannot contain spaces or special characters. Maximum of 32 characters. The name of the Golden Template that will be exported. Cannot contain spaces or special characters. Maximum of 32 characters. Example xx.xx.xxx.xxx datastore1(3) CallServerSideA My_CallServerA Run Automation Script for Export The disk space required for the exported servers is from 50GB - 70GB, depending on what servers are exported. Step 5 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. 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. Enter this command: cd <Golden Template tool directory>. Enter a command using the following syntax: Syntax: Example: <Path to the script> <Full Path of the spread sheet> <vcenter IP / Hostname> <vcenter User> <Password to connect to vcenter>. \scripts\deployvm.ps1 c:\goldentemplate_vmdatasheet_v10.xls testvcenter testuser testpassword 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. 55

76 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 10: Complete Automation Spreadsheet Columns for Import Column CREATEVM CUSTOMIZATION OPERATION SOURCE_HOST_IP SOURCE_DATASTORE_NAME SOURCE_VMNAME GOLDEN_TEMPLATE_NAME Description Select YES to create a VM. Select YES to apply values in the spreadsheet to the imported server. Note Selecting Yes creates Publishers and Subscribers for the VOS products. Select ImportServer. Imports the OVF templates into the end customer's VMware environment. Leave blank. Leave blank. Leave blank. Enter the name of the exported Golden Template. Example YES YES ImportServer Leave blank. Leave blank. Leave blank. My_CallServerA 56

77 Complete the Spreadsheet for Import Column NEW_VM_NAME Description Required. The name for the new VM. Cannot contain spaces or special characters. Maximum of 32 characters. Example CallServerSideA DEST_HOST_IP DEST_DATASTORE_NAME PRODUCT_VERSION COMPUTER_NAME WORK_GROUP WORK_GROUP_NAME DOMAIN_NAME TIME_ZONE_LINUX_AREA TIME_ZONE_LINUX_LOCATION TIME_ZONE_WINDOWS Required. The IP address or the DNS name of the ESXi Host for the new VM. Required. The name of the Datastore for the new VM. This field is applicable for all VOS platforms. Required. The NET BIOS name for the new computer. 15-character maximum. Do not use special characters /, \,?,:,*,",<,>,.,. Dropdown: YES adds the VM to a WorkGroup and enables WORK_GROUP_NAME. Enter the Workgroup name if WORK_GROUP is set to YES. The name of the domain. Used only if WORK_GROUP is set to NO. Required. Drop-down selection of the timezone area to be set Unified CM. For the United States of America, select America. Required. Drop-down selection of the timezone location to be set for Unified CM, CUIC, or Finesse. Required. Drop-down selection of the timezone to be set for the Unified CVP and Unified CCE VMs. xx.xx.xxx.xxx datastore2(1) Demo-CallSrvA NO NA mydomain.com America New York (GMT-05:00) Eastern Time (US & Canada) 57

78 Complete the Spreadsheet for Import Column DOMAIN_USER Description Required. The user name for a 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. Example Username DOMAIN_PASSWORD PRODUCT_KEY OWNER_NAME ORGANIZATION_NAME ORGANIZATION_UNIT ORGANIZATION_LOCATION ORGANIZATION_STATE ORGANIZATION_COUNTRY NTP_SERVER See NTP and Time Synchronization, on page 28 Required. The password for the domain user. Enabled only if WORK_GROUP is set to NO. Required. The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx. Required. The full name of the owner. Administrator and Guestare not allowable names. This is a mandatory field for Windows. Required. The Organization Name to be set for Unified CM, CUIC, or Finesse. Required. The Organization Unit to be set for Unified CM, CUIC, or Finesse. Required. The Organization Location to be set for Unified CM, CUIC, or Finesse. Required. The Organization State to be set for Unified CM, CUIC, or Finesse. Required. Drop-down selection of the Organization Country to be set for Unified CM, CUIC, or Finesse. Required. The IP Address of the NTP server. package123 ZZZM2-Y330L-HH123-99Y1B-GJ20B LabAdmin MyName MyUnit MyCity MyState United States of America xx.xx.xxx.xxx 58

79 Complete the Spreadsheet for Import Column IP_ADDRESS_NIC1 SUB_NET_MASK_NIC1 NIC_NUM DEFAULT_GATEWAY_NIC1 DNS_IP_NIC1 DNS_ALTERNATE_NIC2 IP_ADDRESS_NIC2 SUB_NET_MASK_NIC2 DEFAULT_GATEWAY_NIC2 DNS_IP_NIC2 Description Required. A valid IPv4 address for NIC1. Required. A valid subnet mask (IPv4 address) for NIC 1. Values in the field are pre-populated based on VM_TYPE field and are protected. Values are 1 or 2. This value indicates the number of NICs to be configured for the VMs. Required. A valid Default gateway (IPv4 address) for NIC1. Required. A valid IPv4 address for the primary DNS for NIC1. Optional. A valid IPv4 address for the alternate DNS for NIC1. For Unified CCE VMs only. Must differ from the address of the primary DNS for NIC1. Required. A valid IPv4 address for NIC 2. Valid only if the value in the NIC_NUM fields is 2. Required. A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only. Required. A valid Default gateway (IPv4 address) for NIC2. This will be removed later but is required during the customization. Required. A valid IPv4 address for the primary DNS for NIC2. For Unified CCE VMs only. This will be removed later but is required during the customization. Example xx.xx.xxx.xxx xx.xx.xxx.xxx 2 xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx 59

80 Run Automation Script for Import Column DNS_ALTERNATE_NIC2 VM_NETWORK Description Optional. A valid IPv4 address for the alternate DNS for NIC2. For Unified CCE VMs only. Must differ from the address of the primary DNS for NIC2. Required. Primary network for this server Example xx.xx.xxx.xxx UCCE Public 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. Step 5 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. 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. Enter this command: cd <Golden Template tool directory>. Enter a command using the following syntax: Syntax: Example: <Path to the script> <Full Path of the spread sheet> <vcenter IP / Hostname> <vcenter User> <Password to connect to vcenter>. \scripts\deployvm.ps1 c:\goldentemplate_vmdatasheet_v10.xls testvcenter testuser testpassword 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. 60

81 Run Automation Script for Import 61

82 Run Automation Script for Import 62

83 CHAPTER 6 Post-import of Golden Templates Post-import Steps for Data Servers, page 63 Post-import steps for Call Servers, page 63 Post-import Steps for Cisco Unified Voice Portal, page 64 Post-import Steps for Cisco Unified Communications Manager, page 64 Post-import Steps for Cisco Unified Intelligence Center, page 64 Post-import Steps for Cisco Finesse, page 65 Post-import procedures, page 65 Post-import Steps for Data Servers Perform these steps after you import the Data Servers. Sequence Task 1 Validate Network Adapter Settings and Power On, on page 65 2 Edit Registry Settings and Restart VM, on page 67 3 Rename and Rebind Network Adapters, on page 67 4 Configure Unified CCE Encryption Utility, on page 66 5 Configure Cisco Diagnostic Framework Portico, on page 65 6 Run Security Wizard, on page 68 7 Add Domain User, on page 66 Post-import steps for Call Servers Perform these steps after you import the Call Servers. 63

84 Post-import Steps for Cisco Unified Voice Portal Sequence Task Validate Network Adapter Settings and Power On, on page 65 Edit Registry Settings and Restart VM, on page 67 Rename and Rebind Network Adapters, on page 67 Configure Unified CCE Encryption Utility, on page 66 Configure Cisco Diagnostic Framework Portico, on page 65 Run Security Wizard, on page 68 Post-import Steps for Cisco Unified Voice Portal Perform these steps after you import the Unified CVP Servers. Sequence Task Validate Network Adapter Settings and Power On, on page 65 Edit Registry Settings and Restart VM, on page 67 Reset Time Source, on page 68 Post-import Steps for Cisco Unified Communications Manager Perform these steps after you import Cisco Unified Communications Manager: Task Sequence Configure Unified Communications Manager Publisher, on page 69 Launch Unified Communications Manager Publisher to Add the Subscriber, on page 69 Configure Unified Communications Manager Subscriber, on page 70 Post-import Steps for Cisco Unified Intelligence Center Perform these steps after you import Cisco Unified Intelligence Center: Task Sequence Configure Unified Intelligence Center Publisher, on page 70 Acquire License Online for Unified Intelligence Center, on page 71 Launch Publisher to Add Subscriber, on page 72 64

85 Post-import Steps for Cisco Finesse Task 4 Sequence Configure Subscriber, on page 72 Post-import Steps for Cisco Finesse Perform these steps after you import Cisco Finesse: Task Sequence Configure Cisco Finesse Primary Node, on page 72 Launch the Finesse Administration Console to Configure the Secondary Finesse, on page 73 Configure Secondary Node, on page 73 Post-import procedures Validate Network Adapter Settings and Power On Perform this procedure for all Windows VMs. 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, docwiki.cisco.com/wiki/recover_from_pressing_ctrl-alt-del_during_power-on. Wait for the VM to restart and to apply customization. This can take five to ten minutes. Configure Cisco Diagnostic Framework Portico In the Start menu, right-click Command Prompt and select Run as Administrator. Enter cd icm\serviceability\diagnostics\bin and press Enter. Enter DiagFwCertMgr /task:createandbindcert /port:7890 and press Enter. 65

86 Post-import procedures Configure Unified CCE Encryption Utility Step 5 Step 6 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. 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. Log in to the Data Server as a local or domain administrator. Navigate to Start > All Programs > Microsoft SQL Server 2008 R2. Step 5 Step 6 Step 7 Step 8 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. 66

87 Post-import procedures d) Click OK to save the changes. Step Exit SQL Server Management Studio. Log out and log back in as the domain user. 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. Select Start > Administrative Tools > Computer Management. On the left panel, expand Computer Management (Local) > System Tools > Local Users and Groups > Users. Step 5 Step 6 On the right panel, right-click the administrator and select Set Password. Click Proceed at the warning message, then enter the new password. Click OK. Access the Registry Editor (Start > Run > regedit). Step 7 Select 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. Enter NET TIME /DOMAIN:<domain> command to synchronize time with the domain controller. Rename and Rebind Network Adapters After importing Golden Templates for the Call Server and the Data Server, you must reconfigure the network adapters. 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. 67

88 Post-import procedures 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. 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. 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. 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. 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: 68

89 Post-import procedures 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. 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 85 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. 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. 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 74. 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. 69

90 Post-import procedures Step 5 Step 6 Step 7 Launch the Unified Communications Manager Publisher in a browser ( 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 85 Power on the VM. This begins the installation After you complete the installation uncheck Connect at Power on for the floppy drive. 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 85 Power on the Publisher. 70

91 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. 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. 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 74. Acquire License Online for Unified Intelligence Center After you configure the publisher and before you configure the subscriber, you must contact Cisco to request a Unified Intelligence Center license. Step 5 Step 6 Step 7 To acquire the license file, go to the Cisco Product License Registration website at this URL: 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. Follow prompts to complete the registration. You will receive an from Cisco that contains your license file as an attachment. The file format is *.lic. 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. 71

92 Post-import procedures Launch Publisher to Add Subscriber Step 5 Step 6 Step 7 Enter ADDRESS>/oamp URL in the browser, 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 left panel, choose Device Management > Device Configuaration. Click Add Member. Enter hostname or IP address in Name field. Enter Description for the device. Click Save. 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 85 Power on the VM. This begins the installation. 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 74. 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 85 72

93 Post-import procedures 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. 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. 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 74. 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 85 Power on the VM. This begins the installation. Edit settings and 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 74. After you complete the installation, uncheck Connect at Power on for the floppy drive. 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. 73

94 Post-import procedures Step 5 Launch the Cisco Finesse primary node in a browser ( Node IP Address/cfadmin), where the primary node or IP address is that of your host. Select Settings > Cluster Settings. (Cluster settings are based on the default configuration and assumes that you have not changed the page for the Cluster Settings tool.) Add the IP address for the Cisco Finesse secondary node. Click Save. Restart Cisco Tomcat as follows: a) To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat. b) To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat. 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 74

95 CHAPTER 7 Direct Installation About Direct Installation, page 75 Create VM for Cisco Unified Contact Center Enterprise Call Server, page 76 Create VM for Cisco Unified Contact Center Enterprise Data Server, page 76 Create VMs for the Cisco Unified Customer Voice Portal Servers, page 77 Create VM for Cisco Unified Communications Manager Publisher, page 77 Create VM for Cisco Unified Communications Manager Subscriber, page 78 Create VM for Cisco Finesse Primary, page 78 Create VM for Cisco Finesse Secondary, page 78 Create VM for Cisco Unified Intelligence Center Publisher, page 79 Create VM for Cisco Unified Intelligence Center Subscriber, page 79 Create VM for Cisco Unified CVP Reporting Server, page 79 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 81 2 Create VMs (this chapter) 3 After you create all of the VMs, perform initial configuration to configure them for customer use. See Configuration, on page 109. Note Skip this chapter if you are deploying with golden templates. 75

96 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 Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 82. (Select CCE Call Server from the drop-down list.) Install Windows Server 2008, on page 89 Install VMware Tools, on page 90 Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on page 91 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Cisco Unified Contact Center Enterprise, 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 Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 82. Select CCE Database Server from the drop-down list. Install Windows Server 2008, on page 89 Install VMware Tools, on page 90 Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on page 91 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Microsoft SQL Server, on page 93 Install Cisco Unified Contact Center Enterprise, on page 97 Configure a Database Drive, on page 85 76

97 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 servers and for the Unified CVP OAMP server. Each Unified CVP server combines the Call server and VXML server functionality. The Unified CVP 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 Unified CVP servers and the Unified CVP OAMP servers the differences are selections you make from the OVA drop-down list and in the Select Packages options during the installation. Sequence 1 Task Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 82. From the drop-down list: Select Unified CVP Server when you create the Unified CVP Server VM. Select Unified CVP OAMP Server when you create the Unified CVP OAMP Server VM Install Windows Server 2008, on page 89 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 28. Install VMware Tools, on page 90 Configure Network Adapters for Cisco Unified CVP, on page 98 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Install Cisco Unified CVP Server, on page 97 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 Using CCE-PAC-M1-CUCM.ova. Create a Virtual Machine from the OVA, on page 82. (Select 7500 user node from the drop-down list.) Install the Cisco Unified Communications Manager Publisher. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 103. Install VMware Tools, on page 90 77

98 Create VM for Cisco Unified Communications Manager Subscriber 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 Using CCE-PAC-M1-CUCM.ova, Create a Virtual Machine from the OVA, on page 82. (Select 7500 user node from the drop-down list.) Install the Cisco Unified Communications Manager Subscriber. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page 106. Install VMware Tools, on page 90 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 Using the CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 82. (There is no selection from the drop-down list.) Install the Cisco Finesse Primary node. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 103. Install VMware Tools, on page 90 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. Sequence 1 2 Task Using CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 82. (There is no selection from the drop-down list.) Install the Cisco Finesse Secondary node. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page

99 Create VM for Cisco Unified Intelligence Center Publisher Sequence 3 Task Install VMware Tools, on page 90 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 Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 82. Install the Cisco Unified Intelligence Center Publisher. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 103. Install VMware Tools, on page 90 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 Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 82. Install the Cisco Unified Intelligence Center Subscriber. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page 106. Install VMware Tools, on page 90 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 1 2 Task Using CCE-PAC-M1-CVP-Reporting.ova, Create a Virtual Machine from the OVA, on page 82. Select CVP Reporting Server from the drop-down. Install Windows Server 2008, on page 89 79

100 Create VM for Cisco Unified CVP Reporting Server Sequence Task Install VMware Tools, on page 90 Configure Network Adapters for Cisco Unified CVP, on page 98 Run Windows Updates, on page 93 Install Antivirus Software, on page 86 Configure a Database Drive, on page 85 Install Cisco Unified CVP Reporting Server, on page 98 80

101 CHAPTER 8 Tasks Common to Golden Template and Direct Installations Open Virtualization Files, page 81 Mount and Unmount ISO Files, page 81 Create a Virtual Machine from the OVA, page 82 Configure DNS Server, page 85 Configure a Database Drive, page 85 Install Antivirus Software, page 86 Update the Java Runtime Environment (Optional), page 86 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 zip file at Cisco.com. 1 Go to 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 Right click and select Browse datastore. 4 Click the Upload icon and select Upload file. 81

102 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 Before You Begin Read the OVA's readme file before you create a virtual machine using the OVA. 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. Step 5 Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next. Step 6 Step 7 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 following tables describe the RAID group, the ESXi Host, and the virtual machines for the C240 M3S and C240 M4SX servers. 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 82

103 Create a Virtual Machine from the OVA 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 Publisher 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 C240 M4SX Note Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1. RAID Group VM Datastore ESXi Host Virtual Machines VD0 datastore 1 A ESXi operating system Unified CCE Call Server, Side A Cisco Finesse Primary Unified Communications Manager Subscriber 1 VD1 datastore 2 A Unified CCE Data Server, Side A 83

104 Create a Virtual Machine from the OVA RAID Group VM Datastore ESXi Host Virtual Machines VD2 datastore 3 A Unified CVP OAMP Server Unified Communications Manager Publisher Unified CVP Server 1A VD3 datastore 4 A Unified Intelligence Center Server Publisher Unified CVP Server 2A VD0 datastore 1 B ESXi operating system Unified CCE Call Server, Side B Cisco Finesse Secondary Unified Communications Manager Subscriber 2 VD1 datastore 2 B Unified CCE Data Server, Side B VD2 datastore 3 B Unified Customer Voice Portal Reporting Server (optional) Unified CVP Server 1B VD3 datastore 4 B Unified Intelligence Center Server Subscriber Unified CVP Server 2B Step 8 Step 9 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. 0 At the Successfully Completed message, click Close. 84

105 Configure DNS Server Configure DNS Server Note This is an optional configuration step. The steps in this procedure are for a Windows DNS server. Step 5 Step 6 Step 7 Step 8 Log in to the DNS server. In Windows, navigate to Administrative Tools > DNS. This opens the DNS Manager. In the Forward lookup zone, navigate to your deployment's domain name. 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 components. Click Add Host. In the Reverse lookup zone, navigate to your deployment's domain name. Select new ptr record. Add the host IP address, the FQDN, and the host name for the VOS components. Configure a Database Drive Step 5 Choose Start > All Programs > Administrative Tools > Computer Management. Select Storage > Disk Management. Right-click on the Disk 1 box and select Online. Initialize Disk 1 as follows: a) Right-click on the Disk 1 box and select Initialize Disk. b) Check the Disk 1 checkbox. c) Select the MBR (Master Boot Record) radio button. d) Click Close. Create a new disk partition as follows: a) Right-click the graphic display of Disk 1 and select New Simple Volume. b) Click Next on the first page of the New Simple Volume Wizard. c) On the Specify Volume Size page, retain the default volume size. Click Next. d) On the Assign Drive Letter or Path page, assign drive letter (E). Click Next. e) On the Format Partition page, format the partition as follows: 1 Select the Format this volume with the following settings radio button. 85

106 Install Antivirus Software 2 Select NTFS from the File system drop-down menu. 3 Select Default from the Allocation unit size drop-down menu. 4 Enter a value in the Volume label field. 5 Check the Perform a quick format checkbox. 6 Click Next. f) Click Finish. The format is complete when the status changes to Healthy. Install Antivirus Software Install one of the supported antivirus software products. See Third-Party Software, on page 7 for the list of supported products. Important Disable automatic updates. Update antivirus software manually. Tip To allow required access to installation program files or folders, perform file-blocking exclusions in the antivirus product file-and-folder protection rules. To do this in McAfee VirusScan: 1 Launch the VirusScan console. 2 Right-click Access Protection and select Properties. 3 In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication is unchecked in the Block column. For more information about changing settings, see the documentation for your antivirus software. 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\jre<version>) 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 JRE version installed, see Third-Party Software, on page 7. 86

107 Update the Java Runtime Environment (Optional) 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 7 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. 87

108 Update the Java Runtime Environment (Optional) 88

109 CHAPTER 9 Software Installations for Golden Templates and Direct Installations Install Windows Server 2008, page 89 Install Microsoft SQL Server, page 93 Install Cisco Unified Contact Center Enterprise, page 97 Install Cisco Unified CVP Server, page 97 Install Cisco Unified CVP Reporting Server, page 98 Install and Configure External AW-HDS-DDS, page 99 Golden Template Install for Cisco Unified Communications Manager, page 101 Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center, page 102 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, page 103 Configure the Cluster for Cisco Unified Communications Manager, page 105 Configure Ingress Gateways for Locations-based Call Admission Control, page 105 Install Cisco Unified Communications Manager Publisher, page 105 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, page 106 Configure the Cluster for Cisco Unified Intelligence Center, page 107 Configure the Cluster for Cisco Finesse, page 107 Install Windows Server 2008 Complete the following procedure to install Microsoft Windows Server. 89

110 Install Windows Server 2008 Step 5 Step 6 Step 7 Step 8 Step 9 Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 81. 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. 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. What to Do Next If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to a supported version of Internet Explorer. See the Cisco Packaged Contact Center Enterprise Design Guide at us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html for the list of supported browsers. Install VMware Tools Use this procedure to install and upgrade VMware tools from the VMware vsphere Client. To install or upgrade using VOS, for Cisco Finesse and Cisco Unified Intelligence Center: 1 Ensure that your virtual machine is powered on. 2 Right-click the VM menu. Select Guest > Install / Upgrade VMware tools 3 Choose the automatic tools update and press OK. The process takes a few minutes. Once the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vsphere. To install or upgrade using VOS, for Cisco Unified Communications Manager: 1 Ensure that your virtual machine is powered on. 2 Right-click the VM menu. Select Guest > Install / Upgrade VMware tools 3 Choose the interactive tools update and press OK. 4 Open the console and log in at the command prompt. 5 Enter the command utils vmtools refresh and confirm. The server automatically reboots twice. 90

111 Install Windows Server After reboot, check the Summary tab for the VM to verify that the VMware Tools version is current. If it is not current, reboot the VM and check the version again. The process takes a few minutes. Once the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vsphere. To install or upgrade using a Windows guest operating system: 1 Ensure that your Windows virtual machine is powered on. 2 Log in to the virtual machine as a user with Administrative privileges. 3 When the desktop has loaded, click VM in the virtual machine menu, then click Guest > Install/Upgrade VMware Tools and click OK. 4 The installation wizard appears inside the virtual machine's console. Note If the VMware Tools installation does not start automatically, you may have CD-ROM Autorun disabled in your Windows environment. Open Windows Explorer, navigate to the CD-ROM, and run setup64.exe. 5 Follow the prompts in the wizard to complete the VMware Tools installation. Choose the Typical installation option. 6 When the VMware Tools installation has finished, restart the virtual machine for the changes to take effect. Once the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vsphere. Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server The Unified CCE Call Server and the Unified CCE 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. Identify the MAC addresses and labels for the network adapters as follows: a) From vsphere, 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 may 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 ipconfig/all, Local Area Connection 2 may have a 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 (08-3b) of Network adapter 1. This means that Local Area Connection 2 is UCCE Public. Locate and rename the network adapters in Windows as follows: 91

112 Install Windows Server 2008 a) In Windows, open the Control Panel > Network and Sharing Center and click Change adapter settings. 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 5 Set the Properties for UCCE Public as follows: a) Right-click UCCE Public and select Properties. b) In the Networking dialog box, uncheck 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. Set the Properties for UCCE Private as follows: a) Right-click UCCE Private and select Properties. b) In the Networking dialog box, uncheck 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) 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. g) Click OK to exit. 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. Set Persistent Static Routes Configure a Windows persistent static route for each Unified CCE Data Server and Unified CCE Call Server Virtual Machine (VM) if your deployment includes Layer 3 routing between the Packaged CCE Side A and Side B servers. This type of routing is used often in multi-site deployments with clustering over the WAN. Do not configure persistent static routes for single-site deployments or deployments in which common subnets are implemented between the Packaged CCE Side A and Side B servers. To create a persistent static route with the route add command, you need the destination subnet, the subnet mask, the local gateway IP, and the interface number of the local Private Network interface: route add <destination subnet> mask <subnet mask> <gateway IP> IF <interface number> -p 92

113 Install Microsoft SQL Server On each Unified CCE Call Server and Unified CCE Data Server VM, run ipconfig /all. Record the IPv4 Address, Subnet Mask, and Physical Address (MAC address) for the Private Network interface. On each of these VMs, run route print 4. Record the Interface for the Private Network. You can identify the correct interface by looking for its Physical Address (MAC address). On each of these VMs, run route add <destination subnet> mask <subnet mask> <gateway IP> IF <interface number> -p to add a persistent static route for the remote Private Network. Run Windows Updates Download and run Service Pack1. Run the critical MS Windows Update. After the update is complete, click Do not enable automatic updates. Run a Windows hotfix, available at 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). 93

114 Install Microsoft SQL Server Step 5 Step 6 Step 7 Step 8 Step Mount the Microsoft SQL Server ISO image to the virtual machine. See Mount and Unmount ISO Files, on page 81. Run setup.exe. Select Installation on the left pane and then click New installation or add features to an existing installation. Click OK. On the Product Key page, enter the product key and click Next. Accept the Licence Terms and click Next. Click Install on the Setup Support Rules page. On the Setup Support Rules page, click Next. On the Setup Role page, select SQL Server Feature Installation. Then click Next. 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 Management Tools - Complete SQL Client Connectivity SDK On the Installation Rules page, click Next. On the Instance Configuration page, select Default Instance. Click Next. On the Disk Space Requirements page, click Next. On Server Configuration page, select the Services Account tab. a) For Service SQL Server Agent, select Account Name NT AUTHORITY\Network Service and Startup Type Automatic. b) For Service SQL Server Database Engine, select Account Name NT AUTHORITY\Network Service. On the Server Configuration page, select the Collation tab. a) Click Customize for Database Engine. b) Enable 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. 94

115 Install Microsoft SQL Server d) Click OK. Click Next on the Server Configuration page 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. Click Next on the Error Reporting page. Click Next on the Installation Configuration Rules page. Click Install on the Ready to Install page. Click Close on the Complete page. Install SQL Server Service Pack. Follow the Wizard and accept all defaults. 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. f) In the right pane, right-click Named Pipes and select Enable. 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 Use the Microsoft Local Security Policy Editor to grant Perform volume maintenance tasks permission to NETWORK SERVICE. Refer to Microsoft documentation for more details. Restart the SQL Server service. Related Topics Collation and Locale Settings for Localization, on page 95 Collation and Locale Settings for Localization Microsoft SQL Server Collation Settings for Languages You select a collation when you install Microsoft SQL Server, and it must be the collation that maps to the customer's language display. Remember If your initial collation selection is incorrect, you must uninstall Microsoft SQL Server and reinstall it with the correct collation configuration. This table shows the languages supported by Packaged CCE and the SQL Server Collation setting for each. 95

116 Install Microsoft SQL Server Windows Language English Danish Dutch French German Italian Portuguese (Brazil) Spanish (Spain) Swedish Russian Chinese (China) Chinese (Taiwan) Korean Japanese SQL Server Collation Setting Latin1_General Cyrillic General Chinese_PRC Chinese_Taiwan_Stroke Korean_Wansung Japanese Windows System Locale The Windows system locale must match the display language; otherwise some characters appear incorrectly in the user interface and are saved incorrectly to the database. For example, if the system locale is English and you are working in Spanish, characters such as the acute a appear incorrectly. Perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems. 1 Open Control Panel > Clock, Language, and Region > Language. 2 Add the required language in the Change your language preferences page. 3 In the left pane, select Advanced settings. 4 Select the language for the Override for Windows display language option. 5 Select the language for the Override for default input method option. 6 Save your work and restart the virtual machine. 96

117 Install Cisco Unified Contact Center Enterprise Install Cisco Unified Contact Center Enterprise 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 81. 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 a Maintenance Release, the Maintenance Release installer begins. When prompted to restart the computer, click Yes. Then click Finish. If you are deploying the application as a Direct Install, proceed to Step 9. For Golden Templates only, remove the machine from a domain and add it to a work group. Unmount the ISO image. Install Cisco Unified CVP Server Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 81. 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. Note Select Operations Console when creating the Unified CVP OAMP server VM. 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. 97

118 Install Cisco Unified CVP Reporting Server i) Select the option to restart the computer after installation. Click Finish. Step 5 If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield wizard to install them. Unmount the ISO image. Unified CVP Server installation automatically creates a default user for the Unified CVP Ops Console Server Web Services manager CLI, with the following credentials: Username: wsmadmin Password: password you entered for the OAMP Server You can create and manage additional Web Services manager CLI users using the Unified CVP Operations Console, if needed. Configure Network Adapters for Cisco Unified CVP Unified CVP has only one network adapter to configure. You must rename it and set its properties. Navigate to Control Panel > Network and Internet. Step 5 Step 6 Step 7 Step 8 Click Network and Sharing Center, and then click Change adapter settings in the left panel. Right-click the adapter and select Rename. 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. Install Cisco Unified CVP Reporting Server This task is required for the installation of the optional Unified CVP Reporting server. The IBM Informix database server is installed as part of the Unified CVP Reporting Server. Before installing the Unified CVP Reporting Server, you must configure a database drive (see Configure a Database Drive, on page 85). Complete the following procedure to install the Unified CVP Reporting server: 98

119 Install and Configure External AW-HDS-DDS Step 5 Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 81. Run setup.exe from the DVD drive located at CVP\Installer_Windows directory. Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory: a) Accept the license agreement. b) In the Select Packages screen, check Reporting Server. c) In the Choose Destination Folder screen, select the folder location for the CVP installation folder. d) In the X.509 certificate screen, enter the information that you want to include in the certificate. 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) Select the option to restart the computer after installation. Click Finish. If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield wizard to install them Unmount the ISO image. What to Do Next Repeat this procedure if your deployment requires a second, external 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. Requirement for the External Server Refer to the Cisco Unified Contact Center Enterprise Design Guide at 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 89 Install Antivirus Software, on page 86 Install Microsoft SQL Server, on page 93 99

120 Install and Configure External AW-HDS-DDS Install Cisco Unified Contact Center Enterprise, on page 97. 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 for CCE Components, on page 111 Configure the database drive for the amount of data you want to keep. Configure Logger Component in Web Setup, on page 114 Configure the External AW-HDS-DDS, on page 100 Create an HDS Database for the External AW-HDS-DDS, on page 101 Configure the External AW-HDS-DDS Step 5 Step 6 Step 7 Step 8 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. 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: 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 for the first External AW-HDS-DDS or CCE-AW-2 for the second External AW-HDS-DDS. e) 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 the Agent Re-skilling web tool. Packaged CCE does not support this tool. Supervisors reskill agents using the Agent tool in Unified CCE Administration. c) Click Internet script editor. d) Click Next. 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. 100

121 Golden Template Install for Cisco Unified Communications Manager 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 an HDS Database for the External AW-HDS-DDS Create the HDS database using ICMDBA. Step 5 Step 6 Step 7 Open Cisco Unified CCE Tools > ICMdba. Expand the instance tree view until you can see the database under Administration & Data Server. Select Administration & Data Server. From the menu, select Database > Create. Click Add. Click the Data radio button, select the second disk drive, and enter the desired HDS size. Click OK. Click the Log radio button, select the second disk drive, and enter the desired log size. Click OK. Click Create. Golden Template Install for Cisco Unified Communications Manager Complete this procedure to install golden templates for the Unified Communications Manager. Before You Begin Download the GoldenTemplateTool zip file from Cisco.com and extract the contents. You need the Cucm_Install.flp file from that zip file for the Unified Communications Manger golden template installation. See Automation Tools, on page 53 for information about downloading the GoldenTemplateTool zip file. Upload the Cucm_Install.flp file to the datastore: a) Select the host in the vsphere client and click Configuration. Click Storage in the left panel. b) Select the datastore that will hold the Cucm_Install.flp file. c) Right-click and select Browse Datastore. d) Click the Upload icon and select Upload file. e) Browse to the location on your local drive to which you saved the file, and upload it to the datastore. Mount the Cucm_Install.flp file to the floppy drive of the VM: 101

122 Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center a) Select the VM in the vsphere client and click Edit virtual machine settings on the Getting Started tab. b) Click the Hardware tab and select Floppy drive 1. c) In the Device Status panel, check Connect at power on. d) In the Device Type panel, select the Use existing floppy image in datastore radio button and then click Browse. e) Browse to the datastore to which you uploaded the file, select the file, and click Open. f) Click OK. Step 5 Step 6 Step 7 Step 8 Mount the ISO file to the CD/DVD drive of the VM. For more information, see Mount and Unmount ISO Files, on page 81. Edit BIOS settings for the VM: a) Select the VM in the vsphere client and click Edit virtual machine settings on the Getting Started tab. b) Click the Options tab and select Boot Options. c) In the Force BIOS Setup panel, check the checkbox to force entry into the BIOS setup screen the next time the virtual machine boots. d) Click OK. Select the VM and power it on in the vsphere client. Open the console. The BIOS setup screen opens when the VM boots. On the Boot tab, move the CD-Rom entry to the top of the list, so that it is the first entry in the boot device order. On the Exit tab, select Exit saving changes. The BIOS setup screen closes. The Unified Communications Manager installation wizard starts automatically after the VM finishes booting. Complete the installation wizard: a) At the Media Check Result/Success screen, select Yes. b) In the Product Deployment Selection screen, select OK. c) In the Proceed with Install screen, select Yes. d) In the Platform Installation screen, select Skip. About ten minutes into the installation, after the Component Installation completes, the VM reboots. Step 9 Unmount the ISO image. For more information, see Mount and Unmount ISO Files, on page 81 0 Unmount the Cucm_Install.flp file: a) Select the VM in the vsphere client and click Edit virtual machine settings on the Getting Started tab. b) Click the Hardware tab and select Floppy drive 1. c) In the Device Status panel, uncheck Connect at power on. Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center Complete this procedure to install golden templates for Finesse and Unified Intelligence Center. 102

123 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications Mount the ISO file to the CD/DVD drive of the virtual machine. For more information, see Mount and Unmount ISO Files, on page 81. Select the virtual machine and power it on. Then open the console. Run the Install wizard: a) At the Media Check Result/Success screen, select Yes. b) In the Product Deployment Selection screen, select OK. c) In the Proceed with Install screen, select Yes. d) In the Platform Installation screen, select Skip. About ten minutes into the installation, after the Component Installation completes, there is a reboot. e) After the reboot, at the Pre-existing Configuration Information screen, click Continue. f) 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 85. Right-click the VM and select Edit Settings. Click Hardware and select CD DVD Drive 1. 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. 103

124 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications c) In the Product Deployment Selection screen, select OK. d) In the Proceed with Install screen, select Yes. e) In the Platform Installation Wizard screen, select Proceed. f) In the Apply Patch screen, select No. g) In the Basic Install screen, select Continue. h) In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely matches where your server is located. Select OK. i) In the Auto Negotiation Configuration screen, select Yes. j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500). k) In the DHCP Configuration screen, select No. (Finesse does not have this step.) l) In the Static Network Configuration screen, enter static configuration values. Select OK. m) In the DNS Client Configuration screen, select Yes. n) Enter your DNS Client Configuration. Select OK. o) In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and confirm the password for the administrator. select OK. p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit Location, State, and Country. Select OK. q) In the First Node Configuration screen, select Yes, and then select OK. r) 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 28 to determine the correct NTP server information to enter. Proper NTP configuration is essential. s) In the Security Configuration screen, enter the security password and select OK. t) In the SMTP Host Configuration screen, select No. (Finesse does not have this step.) u) In the Application User Configuration screen, enter the application username, Enter and confirm the application user password. Select OK. v) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run unattended. 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 ( and the Media Access Control (MAC) address. Write down this address; you need it for the license application. The installation ends at a login prompt. 104

125 Configure the Cluster for Cisco Unified Communications Manager Configure the Cluster for Cisco Unified Communications Manager Launch Unified Communications Manager Publisher in a browser ( Addr of CUCM Publisher>/ccmadmin ). Select System > Server > Add New. On the Server Configuration tab, enter the IP Address of the subscriber. Click Save. Configure Ingress Gateways for Locations-based Call Admission Control Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also known as the Centralized Model). This means that all servers (Unified CVP, Unified CCE, Unified Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch office. Configure Unified Communications Manager to use the Ingress gateway instead of Unified CVP as the originating location of the call. This configuration ensures that CAC can be properly adjusted based on the locations of the calling endpoint and the phone. Important Do not define Unified CVP as a gateway device in Unified Communications Manager. In Cisco Unified CM Administration, define the Ingress gateways as gateway devices. Assign the correct location to the devices. 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 for Golden Template Install for Cisco Unified Communications Manager, on page 101. When you have finished, return to this page to continue with the sequence of tasks. 105

126 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 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 103 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 85 Right-click the VM and select Edit Settings. Click Hardware and select CD DVD Drive 1. 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. 106

127 Configure the Cluster for Cisco Unified Intelligence Center q) In the First Node Configuration screen, select No, and 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. 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 ( and the Media Access Control (MAC) address, write down this address; you need it for the license application. The installation ends at a login prompt. Configure the Cluster for Cisco Unified Intelligence Center Step 5 Direct a browser to the URL where <hostname> 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 section in the left, select Device Management > Device Configuration. Click Add Member. On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a description for the device. Configure the Cluster for Cisco Finesse Step 5 Launch the Cisco Finesse primary node in a browser ( Node IP Address/cfadmin), where the Primary Node or IP Address is that of your host. Go to Home > Cluster Settings. (This path is based on the default configuration and assumes that you have not changed the page for the Cluster Settings gadget.) Add the IP address for the Cisco Finesse secondary node. Click Submit Restart Cisco Tomcat as follows: a) To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat. b) To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat. 107

128 Configure the Cluster for Cisco Finesse 108

129 PART III Configuration Cisco Unified CCE Data Server, page 111 Cisco Unified CCE Call Server, page 119 Cisco Unified Customer Voice Portal, page 129 Configure Cisco IOS Enterprise Voice Gateway, page 137 Cisco Unified Communications Manager, page 143 Set Deployment Type, page 153 Cisco Unified Intelligence Center, page 155 Cisco Finesse, page 159 Cisco Unified Customer Voice Portal Reporting Server, page 169

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131 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 for CCE Components, page 111 Configure the Domain Manager, page 112 Set Up the Instance, page 112 Configure the Logger, page 113 Configure Logger Database and Log, page 113 Configure Logger Component in Web Setup, page 114 Apply Base Configuration, page 115 Run Base Configuration Using the ICMDBA Tool, page 115 Configure AW Database and Log, page 116 Configure Administration Server and Real-Time Data Server Components, page 117 Configure Unified Intelligence Center SQL User Account, page 118 Configure SQL Server for CCE Components 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. 111

132 Configure the Domain Manager d) Double-click BUILTIN\Administrators. e) Choose Server Roles. f) Ensure that public and sysadmin are both checked. Configure the 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. Go to Start > All Programs > Cisco Unified CCE Tools > Domain Manager. Log in as a user who has permissions to create organizational units (OUs) in the domain. In the section on the left, expand the domain. Add the Cisco root as Cisco_ICM : a) Under the Cisco root, click Add. b) Select the OUs under which you want to create the Cisco root OU and click OK. Step 5 Step 6 Step 7 Add the facility organizational unit (OU): a) In the right section, under Facility, click Add. b) Enter the name for the Facilityand click OK. Add the Instance OU: a) In the right section, under Instance, click Add. b) Enter the instance name and click OK. Click Close. Set Up the Instance Choose Start > All Programs > Cisco Unified CCE Tools > 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. 112

133 Configure the Logger b) In the Instance Number field, enter 0. Step 5 Click Save. Configure the Logger Configure Logger Database and Log Step 5 Step 6 Step 7 Step 8 Step 9 0 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 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. In the Create Database dialog box, click Create. Then click Start. When you see the successful creation message, click OK and then Close. 113

134 Configure Logger Component in Web Setup Configure Logger Component in Web Setup 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. On the Additional Options page: a) Check Enable Historical/Detail Data Replication. b) Check Display Database Purge Configuration Step. c) Click Next. 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 5 Step 6 Step 7 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. Review the Summary page, and then click Finish. 114

135 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 199 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. 115

136 Configure AW Database and Log Download the base configuration zip file from Cisco.com > Download Software > Packaged Contact Center Enterprise Configuration Scripts: Save it locally and unzip it. 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. Step 5 Step 6 Step 7 Step 8 Step 9 Select the CCE Data Server and expand the tree to <instance name>_sidea. Select Data on the menu bar and click Import. Browse to locate the configuration folder and click Open. Click OK and then click Import. Click Start and then click OK on all messages. 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 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. Click Start. Click Yes for all messages. Click Close. Configure AW Database and Log Step 5 Step 6 Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings. Navigate to Server > Instance. 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. 116

137 Configure Administration Server and Real-Time Data Server Components c) Click Data d) Choose the C drive. e) Enter 1400 MB in the Size field. f) Click OK to return to the Create Database dialog box. g) Click Add again. h) In the Add Device dialog box, click Log. i) Choose the C drive. j) Enter 100 MB in the Size field. k) Click OK to return to the Create Database dialog box. Step 7 In the Create Database dialog box, click Create. Then click Start. When you see the successful creation message, click OK and then Close. Configure Administration Server and Real-Time Data Server Components 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. On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next. Step 5 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) Click the radio button for Primary Administration & Data Server. b) In the *Primary Administration & Data Server field, enter the hostname for the Side B server. c) In the *Primary/Secondary Pair (Site) Name field, enter AW_SideB. d) Click Next. Step 6 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) Check Internet Script Editor (ISE) Server. d) Click Next. Step 7 On the Central Controller Connectivity page, configure as follows: 117

138 Configure Unified Intelligence Center SQL User Account 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 Step 5 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. 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. 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. 118

139 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 120 Add a Generic PG, page 120 Add PIM1(Unified Communications Manager PIM), page 121 Add PIM2 (First VRU PIM), page 121 Add PIM3 (Second VRU PIM), page 122 Add PIM4 (Third VRU PIM), page 123 Add PIM5 (Fourth VRU PIM), page 123 After Creating PIMs, page 124 Configure CTI Server, page 125 Install JTAPI, page 125 Configure the Media Routing Peripheral Gateway, page 126 Configure CTI OS Server, page

140 Configure Unified CCE Router Configure Unified CCE Router Step 5 Step 6 Step 7 Step 8 Step Launch the Unified CCE Web Setup. Sign in as the domain user with local Administrator permission. Click Instance Management, and then click Add. 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. Use the same hostnames for Side A Normal and High, and the same hostnames for Side B Normal and High. Click Next. In the Enable Peripheral Gateways page enter 1-2 in the Enable Peripheral Gateways field. Click Next. 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. In Router Quality of Service window, accept the defaults and click Next. In the Summary page, make sure that the Router summary is correct, then click Finish. Add a Generic PG The generic PG must be the first PG that you add. It is assigned the PG ID of PG1. Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. In the Instance Components section, click Add. In the Component Selection dialog box, choose Peripheral Gateway. In the Peripheral Gateway Properties dialog box, do the following: a) Check Production mode. b) Check Auto start system startup. c) Check Duplexed Peripheral Gateway. d) In the PG node Properties ID field, choose PG1. e) Select the appropriate side (Side A or Side B). f) Under the Client Type section, add CUCM and VRU to the selected types. 120

141 Add PIM1(Unified Communications Manager PIM) g) Click Next. Add PIM1(Unified Communications Manager PIM) To add Peripheral Interface Manager (PIM1) as the Unified Communication Manager PIM, do the following: In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add. Select CUCM and PIM1 and click OK. Check Enabled. In the Peripheral Name field, enter CM. Step 5 In the Peripheral ID field, enter Step 6 Step 7 In the Agent Extension Length field, enter the extension length for this deployment. In the Unified Communications Manager Parameters section, do the following: 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) To add the PIM2 as the first Voice Response Unit (VRU) PIM, do the following: 121

142 Add PIM3 (Second VRU PIM) In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add. Select the Client Type of VRU and PIM2, then click OK. Check Enabled. In the Peripheral Name field, enter CVP1. Step 5 In the Peripheral ID field, enter Step 6 In the VRU Hostname field, enter the hostname of CVP1 (Side A). Step 7 In the VRU Connect Port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter In the DSCP field and choose CS3(24). Click OK. Add PIM3 (Second VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM3. Then click OK. Check Enabled. In the Peripheral name field, enter CVP2. Step 5 In the Peripheral ID field, enter Step 6 In the VRU hostname field, enter the hostname of CVP1 (Side B). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. 122

143 Add PIM4 (Third VRU PIM) Add PIM4 (Third VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM4 then click OK. Check Enabled. In the Peripheral name field, enter CVP3. Step 5 In the Peripheral ID field, enter Step 6 In the VRU hostname field, enter the hostname of CVP2 (Side A). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. Add PIM5 (Fourth VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM4 then click OK. Check Enabled. In the Peripheral name field, enter CVP4. Step 5 In the Peripheral ID field, enter Step 6 In the VRU hostname field, enter the hostname of CVP2 (Side B). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. 123

144 After Creating PIMs After Creating PIMs Perform this task at the Peripheral Gateway Component Properties page. 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. 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 Step 6 Step 7 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. In the Check Setup Information dialog box, click Next. In the Setup Complete dialog box, click Finish. 124

145 Configure CTI Server Configure CTI Server 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. In the Server Component Properties dialog box, configure as follows: a) For Side A, enter in the Client Connection Port Number field. b) For Side B, enter in the Client Connection Port Number field. Step 5 Click Next. Step 6 In the Network Interface Properties dialog box, fill in all interface fields Then click Next. Step 7 Under the Check Setup Information page, click Next. Step 8 In the Setup Completed dialog box, click Finish. Step 9 Click Exit Setup. Install JTAPI Step 5 Step 6 From the Unified CCE Call Server, launch the Unified Communications Manager in a browser ( 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. Click Finish. 125

146 Configure the Media Routing Peripheral Gateway Configure the Media Routing Peripheral Gateway The Media Routing Peripheral Gateway(MR PG) is required; you must configure it. Creating PIMs for the MR PG is optional; you can create up to four PIMs if you have a need for them. The Media Routing Peripheral Gateway can have four PIMs: Outbound PIM Multichannel PIM for SocialMiner Multichannel PIM for and Web Interaction Manager Multichannel PIM for a third-party multichannel application You cannot create Dialed Numbers associated with the Multichannel PIMs until you create the PIM using Peripheral Gateway Setup and add an external machine using the System Deployment tool. Note Refer to the Cisco Packaged Contact Center Enterprise Features Guide at products/ps12586/prod_maintenance_guides_list.html for directions on adding the Outbound PIM and the Multichannel PIMs. 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. Step 5 Step 6 Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway. In the Peripheral Gateway Properties dialog box: a) Check Production Mode. b) Check Auto start system startup. c) Check Duplexed Peripheral Gateway. d) Choose PG2 in the PG node Properties ID field. e) Click the appropriate side. f) Under Client Type pane, add Media Routing to the selected types. g) Click Next. Enter 5001 in the Logical Controller ID field. Enter 0 in the CTI Call Wrapup Data delay field. Click Next. In the Device Management Protocol Properties dialog box, configure as follows: a) For Side A PG: Select Side A Preferred. 126

147 Configure CTI OS Server 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 Step 8 Step 9 0 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. In the Check Setup Information dialog box, click Next. In the Setup Complete dialog box, click Finish. Click Exit Setup. Configure CTI OS Server Note This procedure is not required if the customer uses Finesse for the agent desktop. 127

148 Configure CTI OS Server Step 5 Step 6 Step 7 Step 8 Step Mount the CTI OS ISO image or copy the CTI OS installer to the local drive of the Unified CCE Call Server. If a maintenance release for CTI OS is available, copy the maintenance release to the local drive of the 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 CTI OS 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. In the Peripheral Identifier dialog box, accept all defaults and Click Next. In the Connect Information dialog box, accept all defaults and then click Next. In the Statistics Information dialog box, accept all defaults and then click Next. In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next. In the Peer CTI OS 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 B. If you are configuring Side B, set the Peer CTI OS server to the hostname of the Call Server A. c) In the Port field, enter Click Finish. In the Cisco CTI OS Server Security dialog box, uncheck Enable Security. Click OK. In the CTI OS Security Setup Complete dialog box, click Finish. When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically. Follow all prompts to install the Maintenance Release, if there is one. When the Maintenance Release install completes, click Finish and follow the prompts to restart. Access Registry Editor (Run > regedit). Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\ctios1\server\agent. 3 Set forcelogoutonsessionclose to

149 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 130 Configure Unified CVP Call Server Component, page 130 Configure Unified CVP VXML Server Component, page 131 Configure Gateways, page 131 Configure Unified CVP Media Server, page 132 Transfer Scripts and Media Files, page 132 Transfer License Files for Unified CVP Server, page 133 Configure SNMP, page 133 Configure SIP Server Groups, page 133 Configure Dialed Number Patterns, page 134 Location-Based Call Admission Control, page

150 Validate Network Card Validate Network Card Step 5 Step 6 Step 7 Select Start and right-click Network. Select Properties. Then select Change Adapter Settings. Right-click Local Area Connection and select Properties. Uncheck Internet Protocol Version 6 (TCP/IPV6). Check Internet Protocol Version 4 and select Properties. Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers. Click OK. Configure Unified CVP Call Server Component Complete the following procedure to configure the Call Server component for the Unified CVP Servers. Step 5 Step 6 Step 7 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. 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. (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. Example: Prime 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. 130

151 Configure Unified CVP VXML Server Component d) In the Backup server port number field, enter the port number of the backup syslog server. Step 8 Step 9 Click Save & Deploy. Repeat this procedure for the next three Unified CVP Servers. Configure Unified CVP VXML Server Component Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers. Step 5 Step 6 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. Click Save & Deploy. Repeat this procedure for all CVP Servers. Configure Gateways Step 5 Step 6 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. Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials are correct. Click Save. Repeat for every gateway. 131

152 Configure Unified CVP Media Server Configure Unified CVP Media Server Step 5 Step 6 Step 7 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. 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. Click Deploy. Transfer Scripts and Media Files Create the notification destination and deploy to all of the Unified CVP devices. Step 5 Step 6 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. Click File Transfer Status to monitor transfer progress. 132

153 Transfer License Files for Unified CVP Server Transfer License Files for Unified CVP Server Step 5 Step 6 Step 7 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. Click File Transfer Status. 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 Server components 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 205 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. Create the notification destination and deploy to all of the Unified CVP devices. a) Navigate to SNMP > V1/V2c > Notification Destination. b) Click Add New. c) Complete the fields. d) Select the Devices tab and assign the SNMP notification destination to a device. e) Click Save and Deploy. Configure SIP Server Groups SIP Server Groups are required for Cisco Unified Communications Manager and Gateways. 133

154 Configure Dialed Number Patterns 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 a Unified Communications Manager subscriber. 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 146 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 a VXML gateway in the deployment. d) Click Add. e) Repeat Steps c and d for each VXML gateway as appropriate for the deployment and branches. Click Save. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways. 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 134

155 Configure Dialed Number Patterns In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern. For each dialed number pattern in the following table: 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. 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* 92* The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to * Ringtone Error Agent Device. Not applicable to SCC Deployment model. Network VRU Label 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. Note You must use 91* for the Ringtone dialed number pattern. Packaged CCE does not support using a different Ringtone dialed number pattern. 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. Note You must use 92* for the Error dialed number pattern. Packaged CCE does not support using a different Error dialed number pattern. 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 60 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. 135

156 Location-Based Call Admission Control Step 5 Restart the Unified CVP Call Server components. Location-Based Call Admission Control Refer to this topic: Configure Ingress Gateways for Locations-based Call Admission Control, on page

157 CHAPTER 13 Configure Cisco IOS Enterprise Voice Gateway Configure Cisco IOS Enterprise Voice Gateway, page 137 Configure Cisco IOS Enterprise Voice Gateway Complete the following procedure to configure the Cisco IOS Voice Gateway. Instructions are applicable to both TDM and Cisco UBE Voice gateways, unless otherwise noted. Note Complete all configuration steps in enable > configuration terminal mode. Configure the network interfaces: interface GigabitEthernet0/0 ip route-cache same-interface duplex auto speed auto no keepalive no cdp enable Configure global settings: voice service voip no ip address trusted authenticate allow-connections sip to sip signaling forward unconditional!if this gateway is being licensed as a Cisco UBE the following lines are also required mode border-element ip address trusted list ipv # Or an explicit Source IP Address Trust List sip rel1xx disable header-passing options-ping 60 midcall-signaling passthru 137

158 Configure Cisco IOS Enterprise Voice Gateway Configure voice codec preference: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711ulaw 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 Step 5 # Default CVP http, ivr, rtsp, mrcp and vxml settings http client cache memory pool http client cache memory file 1000 http client cache refresh no http client connection persistent http client connection timeout 60 http client connection idle timeout 10 http client response timeout 30 ivr prompt memory 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 Configure gateway and sip-ua timers: gateway media-inactivity-criteria all timer receive-rtp 1200 Step 6 sip-ua retry invite 2 retry bye 1 timers expires timers connect 1000 reason-header override 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 138

159 Configure Cisco IOS Enterprise Voice Gateway # Configure CVP Ringtone dial-peer voice voip description CVP SIP ringtone dial-peer service ringtone incoming called-number 9191T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711ulaw no vad # Configure CVP Error dial-peer voice 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 7777 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 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 139

160 Configure Cisco IOS Enterprise Voice Gateway dial-peer voice voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx... # Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### # IP Address for CVP2, SideA session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad dial-peer voice 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 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 140

161 Configure Cisco IOS Enterprise Voice Gateway voice-card 3 dspfarm dsp services dspfarm voice-card 4 dspfarm dsp services dspfarm # Point to the contact center call manager sccp local GigabitEthernet0/0 sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 # Cisco Unified CM sub 1 sccp ccm ###.###.###.### identifier 2 priority 1 version 7.0 # Cisco Unifed CM sub 2 # 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 Step 8 dspfarm profile 3 transcode codec g711ulaw codec g711alaw codec g729r8 maximum sessions 52 associate application SCCP (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 141

162 Configure Cisco IOS Enterprise Voice Gateway Step 9 rai target ipv4:###.###.###.### resource-group1 # CVP2B permit hostname dns:%requires manual replacement - ServerGroup Name defined in CVP.System.SIP Server Groups% Configure Incoming PSTN Sip Trunk Dial Peer dial-peer voice voip description Incoming Call From PSTN SIP Trunk incoming called-number xxxx # Customer specific incoming called-number pattern voice-class sip rel1xx disable dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad 142

163 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 144 Activate Services, page 144 Configure Fully Qualified Domain Name, page 146 Configure Cisco Unified Communications Manager Groups, page 146 Configure Conference Bridges, page 146 Configure Media Termination Points, page 147 Configure Transcoders, page 147 Configure Media Resource Groups, page 148 Configure and Associate Media Resource Group List, page 149 Configure CTI Route Point, page 149 Configure Application User, page 150 Configure SIP Options, page 150 Configure Trunk, page 150 Configure Route Group, page

164 Unified Communications Manager License Unified Communications Manager License Generate and Register License Step 5 Step 6 Step 7 Launch Unified Communications Manager in a browser ( Address of Unified CM 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 receive the license file in an message. Install License Step 5 Step 6 Step 7 Step 8 Step 9 Unzip the license file from the 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 services. 144

165 Activate Services Step 5 Open Cisco Unified CM Administration at Address of the CUCM Publisher>/ccmadmin. Select Cisco Unified Serviceability from the Navigation menu and click Go. 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: 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 Cisco Dialed Number Analyzer Server 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 Cisco Dialed Number Analyzer Server 145

166 Configure Fully Qualified Domain Name Configure Fully Qualified Domain Name 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. Step 5 Step 6 Select Cisco Unified CM Administrator from the Navigation menu and click Go. Select System > Cisco Unified CM Group. Click Find. Then click Default. 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. 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

167 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. Step 5 Step 6 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 137. 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 Select a Device Pool. Click Save. Click Apply Config. Configure Transcoders Perform this procedure for each gateway in the deployment. 147

168 Configure Media Resource Groups In Unified Communications Manager Administration, 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 137. # 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 In the Device Pool field, select the appropriate device pool. Click Save. Click Apply Config. Configure Media Resource Groups 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 Cisco IOS conference bridge resources configured for each ingress/vxml combination gateway in the deployment and add them to the group. d) Click Save. 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. 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. 148

169 Configure and Associate Media Resource Group List d) Click Save. Step 5 Click Save. Configure and Associate Media Resource Group List Select Media Resources > Media Resource Group List. Click Add New and enter a Name. Add a Media Resource Group list and associate all of the media resource groups. Click Save. Select System > Device Pool. Click Find. Select the appropriate device pool. Step 5 From the Media Resource Group List drop-down list, choose the media resource group list added in. Step 6 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. Step 5 Step 6 Step 7 In Cisco Unified CM Administration, select Device > CTI Route Point. Click Add New. Set a device name; for example, PCCEInternalDNs. 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). 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. Use a unique prefix for internal calls. For example, if you have internal dialed numbers and , then an appropriate line number to enter for the cti route point would be 123XXXX. 149

170 Configure Application User Configure Application User Step 5 Step 6 Step 7 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(Unified Communications Manager PIM), on page 121 Enter cisco in the Password and Confirm Password fields. These must match the values used in PG Setup on the Call Server. Select the CTI Route Point from the list of Available Devices, and add it to the list of Controlled Devices. In the Permissions Information section, click Add to Access Group. Click Find, and select the following: Standard CTI Allow Call Monitoring Standard CTI Enabled Standard CTI Allow Control of Phones supporting Connected Xfer and conf Standard CTI Allow Control of Phones supporting Rollover mode Step 8 Step 9 Click Add Selected. Click Save. Configure SIP Options Use the default SIP profile. Configure Trunk There are four Unified CVP 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 Unified CVP server. Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as long as all four Unified CVP servers are targeted by the configured SIP trunks. 150

171 Configure Route Group Step 5 Step 6 Step 7 Step 8 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) In the Device Name field, enter a name for the SIP trunk, for example, siptrunkcvp1a. b) In the Device Pool drop-down list, select the device pool that the customer has defined. c) Select a Media Resource Group List from the list. d) Make sure that the Media Termination Point Required check box is not checked. Scroll down to the SIP Information section: a) In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination port of 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 Click Save. Click Reset. Repeat for all the remaining Unified CVP servers in the deployment. Configure Route Group Complete the following procedure to create a route group. 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. 151

172 Configure Route Group Step 5 Step 6 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. Add the route group you created. Click Save. Configure Route Pattern Complete the following procedure to add a route pattern to the route list. 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 XXXX. 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. 152

173 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 153 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. Point to 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. 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. 153

174 Set Deployment Type Step 6 Step 7 Step 8 Step 9 0 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. Use the user@domain format for the Username, where domain is a fully-qualified domain name. 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). Enter the Unified Intelligence Center Administration username and password. Click Next. Enter the Finesse Administration username and password. Click Next. This opens a Congratulations screen. Click Finish. This opens the System Inventory page. 154

175 CHAPTER 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 155 Download Report Bundles, page 156 Import Report Bundles, page 157 Configure Unified Intelligence Center Administration, page 158 Configure Unified Intelligence Center Data Sources Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account ( 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 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 h) Leave the Instance field blank. 155

176 Download Report Bundles i) Click Test Connection. 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 second external AW-HDS-DDS server. c) For Port, enter d) For an external HDS, enter {instance}_awdb. e) Complete other fields as in the Primary tab. f) Click Test Connection. g) Click Save. 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) For Port, enter c) In the Database Name field, enter {instance}_awdb. d) Select the timezone. e) In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence Center SQL Server user account. f) Enter and confirm the Cisco Unified Intelligence Center User password. g) For Charset, enter the charset of the installed SQL. h) Leave the Instance field blank. i) Click Test Connection. j) Click Save. Step 6 Click the Secondary tab to configure Unified CCE Realtime Data Source for side B. a) Click Failover Enabled. b) In the Database Host field, enter the IP Address of the Side B Unified CCE Database Server. For an external AW-HDS-DDS server, enter the IP Address of the server for the second external HDS. c) In the Database Name field, enter {instance}_awdb. d) Complete other fields as in the Primary tab. e) Click Test Connection. f) Click Save. Download Report Bundles The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com 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. 156

177 Import Report Bundles 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 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 Cisco DevNet ( site/reporting/documentation/) and include templates for: Cisco Unified Interaction Manager (Unified EIM) Cisco Unified Web Interaction Manager (Unified WIM) Cisco Unified Customer Voice Portal (Unified CVP) When downloading report template bundles, select bundles for the version of software deployed in your contact center. Import Report Bundles Step 5 Step 6 Step 7 In Unified Intelligence Center, click Reports in the left pane. Click Import Report. In the File Name (XML or ZIP file) field, click Browse. Browse to and select the report bundle zip file, and click Open. Select a report bundle for the version of software deployed in the contact center. Select the location where you want to save the file. Click Import. Choose one: If the report or reports do not yet exist, you must provide the data source. From the Data Source for ValueList drop-down list, select the data source used. Then click Import. Note You must 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. 157

178 Configure Unified Intelligence Center Administration If the report or reports do exist, a message appears asking you if you want to replace the existing report (which overwrites any report definition changes associated to it). Click Yes, Yes to All, No, or No to All. Configure Unified Intelligence Center Administration Sign in to the Cisco Unified Intelligence Center Administration Console ( Configure the Active Directory tab under Cluster Configuration > Reporting Configuration. a) Enter the Host Address for the Primary Active Directory Server. b) Leave the default value for Port. c) Complete the Manager Distinguished Name fields. d) Enter and confirm the password with which the Manager accesses the domain controller. e) For User Search Base, specify the Distinguished Name of the domain you want to search. f) For Attribute for User ID, select samaccountname. g) Add at least one domain for the UserName Identifier. Do not type sign before the domain name. h) Set a domain as the default. i) Click Test Connection. j) Click Save. Note For more details, see the online help. Configure syslog for all devices. a) Choose Device Management > Log and Trace Settings. b) For each host address: Select the associated servers and click the arrow to expand. Select the server name. In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save. Configure SNMP for all devices, if used. a) Select Network Management > SNMP. b) Navigate to SNMP and for each server add the following: V1/V2c Community Strings. Notification Destination. 158

179 CHAPTER 17 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 the Cisco Finesse Primary Node, page 159 Configure Unified Contact Center Enterprise Administration and Data Server, page 160 Restart the Cisco Tomcat Service, page 160 Disable Agent Queue Statistics Gadget in Default Desktop Layout, page 160 Live Data Reports, page 161 Configure CTI Server Settings in the Cisco Finesse Primary Node Launch the URL ADDRESS>/cfadmin, where Host Address is the hostname or IP address of your primary Cisco 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) 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) Click Save. 159

180 Configure Unified Contact Center Enterprise Administration and Data Server Configure Unified Contact Center Enterprise Administration and Data Server 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. This should not be SQL user. g) Password: The password required to sign in to the database. Click Save. Restart the Cisco Tomcat Service After you change and save any value on Contact Center Enterprise Administration server settings, you must restart the Cisco Tomcat Service on the primary Cisco Finesse server. Enter utils service stop Cisco Tomcat command, to stop the Cisco Tomcat service. Enter utils service start Cisco Tomcat command, to start the Cisco Tomcat service. Disable Agent Queue Statistics Gadget in Default Desktop Layout The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout XML code. However, this gadget is not supported for the Agent role in Packaged CCE deployments. The Live Data Reports gadgets provide equivalent functionality for the Agent role. This procedure explains how to disable the Agent Queue Statistics Gadget in the default desktop layout for the Agent role. Use this procedure after a fresh installation of Cisco Finesse. If you have upgraded Cisco Finesse, see Post-Upgrade Tasks for Desktop Layout, on page 178 before performing this procedure. 160

181 Live Data Reports Sign in to Finesse administration. Click the Desktop Layout. Either: Delete the Agent Queue Statistics Gadget from the XML: <gadget>/desktop/gadgets/queuestatistics.jsp</gadget> Disable the gadget by adding comment characters (<!-- and -->) to the Agent Queue Statistics Gadget for the Agent roles, as follows: <!-- <gadget>/desktop/gadgets/queuestatistics.jsp</gadget> --> Click Save. 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 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 at / products-maintenance-guides-list.html. Ensure that user synchronization is enabled for Cisco Unified Intelligence Center. For more information, see the. 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. 161

182 Live Data Reports Related Topics Certificates for Live Data, on page 206 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 several factors, described in the following table. Add Live Data reports to default desktop layout Add Live Data reports to custom desktop layout Add Live Data reports to team layout When to use 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. Use this procedure if you have customized the Finesse desktop 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. 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: 162

183 Live Data Reports 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> 99E6C8E D80A0006C4&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. 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> 310&viewId=99E6C8E D80A0006C4&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> 163

184 Live Data Reports <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> gadgetheight=310&viewid=99e6c8e d80a0006c4&filterid= Step 6 Step 7 agent.id=cl%20teamname</gadget> </gadgets> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.agent.managecalllabel</label> </tab> </tabs> </layout> 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> 99E6C8E D80A0006C4&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. 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. 164

185 Live Data Reports 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> 310&viewId=99E6C8E D80A0006C4&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> gadgetheight=310&viewid=99e6c8e d80a0006c4&filterid= 0 1 agent.id=cl%20teamname</gadget> </gadgets> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.agent.managecalllabel</label> </tab> </tabs> </layout> Replace my-cuic-server with the fully-qualified domain name of your Cisco Unified Intelligence Server. Optionally, change the gadget height. Example: 165

186 Live Data Reports 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> 99E6C8E D80A0006C4&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. 2 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. 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 paste it into a text editor: <gadget> 310&viewId=99E6C8E D80A0006C4&filterId=agent.id=CL%20teamName</gadget> 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. The HTML Link field displays the permalink of the customized report. 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: 166

187 Live Data Reports Copy the viewid, which is underlined in this example, from the permalink for the report. Step 5 Step 6 Name>:8444/cuic/permalink/PermalinkViewer.htmx? viewid=5c90012f a4e5b33&linktype=htmltype&viewtype=grid 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. 167

188 Live Data Reports 168

189 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 Unified CVP Reporting Server in Unified CVP OAMP, page 169 Obtain Cisco Unified Customer Voice Portal Report Templates, page 170 Create Data Source for Cisco Unified CVP Report Data, page 170 Import Unified CVP Report Templates in Unified Intelligence Center, page 171 Configure Unified CVP Reporting Server in Unified CVP OAMP 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. 169

190 Obtain Cisco Unified Customer Voice Portal Report Templates 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: On the Unified CVP Reporting Server, click Start. In the search box, type %CVP_HOME%\CVP_Reporting_Templates and press Enter. 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. Log in to the Unified Intelligence Center at of CUIC Publisher>:8444/cuic. 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 Description Type Database Host 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. Enter a description for this data source. Choose Informix. Note Type is disabled in Edit mode. Enter the IP address or Domain Name System (DNS) name for the Unified CVP Reporting server. 170

191 Import Unified CVP Report Templates in Unified Intelligence Center Field Port Database Name Instance Timezone Database User ID Password and Confirm Password Charset Default Permissions Value Enter the port number. Typically, the port is You may have to open this port in the CVP Reporting Server firewall (Windows Firewall > Advanced Settings > Inbound rules > new rule). Use the database name callback for stock callback reports. Specify the instance name of the desired database. By default, this is cvp. 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. Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database. (The cvp_dbuser account is created automatically during Unified CVP Reporting server installation.) Enter and confirm the password for the database user. Choose UTF-8. View or edit the permissions for this datasource for My Group and for the All Users group. Step 5 Step 6 Click Test Connection. If the status is not Online, review the error message to determine the cause and edit the data source accordingly. Click Save to close the Add Data Source window. The new data source appears on the Data Sources list. Import Unified CVP Report Templates in Unified Intelligence Center Packaged CCE supports the Callback reports only. Do not import other reports. 171

192 Import Unified CVP Report Templates in Unified Intelligence Center Step 5 Step 6 Launch the Unified Intelligence Center web application at ADDRESS of CUIC Publisher>:8444/cuic 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 8 Step 9 0 Click Import. From the Data source for Report Definition drop down list, choose the Data source you created to access the Unified CVP Reporting database. Click Import. 172

193 PART IV Version Upgrade Upgrade to Release 10.5(1), page 175

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195 CHAPTER 19 Upgrade to Release 10.5(1) Prepare to Upgrade, page 175 Upgrade Sequence, page 176 Upgrade Cisco Finesse, page 177 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting, page 179 Upgrade Cisco Unified Contact Center Data Server and Call Server, page 183 Before Upgrading Cisco Unified Intelligence Center, page 190 Upgrade Cisco Unified Intelligence Center, page 192 Upgrade Cisco Unified Communications Manager, page 193 Upgrade VMware Settings Utility, page 197 Upgrade VMware vsphere ESXi, page 198 Prepare to Upgrade You can upgrade to this Packaged CCE release from any version of Packaged CCE Release 9.0 or Release 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 28. Base Configuration If you are upgrading from Release 9.0(x), before you upgrade to this release, refer to the Base Configuration chapter in the Appendix: Base Configuration Updates, on page 199. 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. All base configuration file updates beginning with Release 10.0(1) are applied automatically. No manual configuration is required. 175

196 Upgrade Sequence System Requirements This table shows hardware and software changes since Release 9.0(x). See also System Requirements, on page 3 for fresh installs. Item VMware Host Cisco Unified Communications Manager Requirement 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. 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 Upgrade Cisco Finesse and run VM Settings Utility for Finesse 2 Upgrade Unified CVP and run VM Settings Utility for CVP 3 Upgrade Unified CCE Servers and run VM Settings Utility for Unified CCE 4 Run the VM Settings utility for Unified Intelligence Center 5 Validate deployment 6 Upgrade Unified Intelligence Center 7 Upgrade Unified Communications Manager and run VM Settings Utility for Communications Manager 8 Optional: Upgrade VMware vsphere ESXi 176

197 Upgrade Cisco Finesse 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. Perform a DRS backup on the primary Finesse server. To access the DRS application, direct your browser to 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 ( 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 Step 5 Step 6 SSH to your Finesse 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. 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. Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. Step 8 Sign in to the Finesse Agent Desktop to verify that the upgrade was successful ( 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. 177

198 Upgrade Cisco Finesse 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. 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. Step 5 Step 6 Step 7 Step 8 Step 9 SSH to your Finesse system and log in with the platform administration account. From the CLI, run the command utils system upgrade initiate. Choose SFTP or FTP. Follow the instructions provided by the utils system upgrade initiate command. 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 197. Sign in to the Finesse Agent Desktop to verify that the upgrade was successful ( 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. Post-Upgrade Tasks for Desktop Layout If you do not use a custom desktop layout, do the following after upgrading Cisco Finesse: 1 Click Restore Default Layout on the Manage Desktop Layout gadget to add all updates from the new default desktop layout. 2 Disable the Agent Queue Statistics gadget from the default desktop layout for the Agent role. This gadget is not supported for the Agent role in Packaged CCE deployments. (See Disable Agent Queue Statistics Gadget in Default Desktop Layout, on page 160.) 3 Optional: Enable Live Data Report gadgets for the Agent role. (See Add Live Data Reports to Default Desktop Layout, on page 162.) If you use a custom desktop layout, add optional Live Data Report gadgets for the Agent role after upgrading Cisco Finesse. (See Add Live Data Reports to Custom Desktop Layout, on page 163.) 178

199 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting Unified CVP Pre-upgrade Tasks Step 5 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 from the directory <CVP_HOME>\conf. (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. Back up the log files in the following directories: <CVP_HOME>\logs <CVP_HOME>\lVXMLServer\logs <CVP_HOME>\applications\<app_name>\logs Upgrade Upgrade the 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. To retain the default media file format for this Unified CVP release, which is U-Law, skip and proceed to. If you are changing from the U-Law to A-Law format: a) Navigate to the C:\Cisco\CVP\conf location. b) Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG), and applications that are in U-Law to A-Law. 179

200 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting Step 5 Step 6 c) 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. Mount the Unified CVP ISO image. From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run setup.exe. Follow the instructions on the screen. Restart the server. Step 7 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page 93. Step 8 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. Upgrade the Unified CVP Server When you upgrade the Unified CVP Server, you must upgrade Unified Call Studio to the same version. Step 5 To retain the default media file format for this Unified CVP release, which is U-Law, skip and proceed to. If you are changing from the U-Law to A-Law format: a) Navigate to the C:\Cisco\CVP\conf location. b) Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG), and applications that are in U-Law to A-Law. c) 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. Mount the Unified CVP ISO image. From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe. Follow the prompts as the installer guides you through the upgrade process. Restart the server. Step 6 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page 93. Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. What to Do Next 1 Transfer script and media files: a b Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and Media. In the Select device type field, select the Gateway. 180

201 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting c d e Move all Gateways to Selected. Select Default Gateway files. Select Transfer, and then select OK on the popup window. Note If you have separate Ingress and VXML gateways, you must select the appropriate files and script for each component. f After configuring the application services in the gateways, log in to the gateway and 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. 2 Restore any backed-up third-party libraries. 3 Re-license Unified CVP Servers with a license for the new version. Restore any backed-up third-party libraries. Obtain and Transfer the Upgrade License for Unified CVP The Unified CVP Server and the Unified CVP Reporting Server require an updated license. The Operations Console runs without requiring a license. Before You Begin To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): 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. Use the PAK to generate a license file, using the Product License Registration Portal on Cisco.com: tools.cisco.com/swift/licensingui/home. Save the license file locally so that you can transfer it using the Operations Console. 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 Unified CVP 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. 181

202 Upgrade Cisco Unified Customer Voice Portal and Unified CVP Reporting 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. 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. Mount the Unified CVP ISO image, and run setup.exe. The installer guides you through the upgrade process. 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. Restart the Server. Restore the backed-up database to the upgraded Reporting Server. To restore, run c:\cisco\cvp\bin\cvprestore.bat. Step 5 If necessary, add the machine back to the domain. Step 6 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page 93. Step 7 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197 Upgrade the Cisco Voice Gateway IOS Version Perform this procedure for each gateway. 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 the "Understanding Basic Hardware and Architecture and Cisco IOS Software chapter of the Cisco AS5350XM and Cisco AS5400XM Universal Gateways Software Configuration Guide at 182

203 Upgrade Cisco Unified Contact Center Data Server and Call Server c/en/us/support/unified-communications/as5300-series-universal-gateways/ tsd-products-support-series-home.html. Upgrade Cisco Unified Contact Center Data Server and Call Server Pre-upgrade tasks Disable Configuration Changes 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. 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. Go to the Download Software page for Unified Contact Center Enterprise, type.html?mdfid= &i=rm, and click Cisco Enhanced Data Migration Tool Software Releases. Download the EDMT zip file for this release 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. 183

204 Upgrade Cisco Unified Contact Center Data Server and Call Server 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 Startup to Manual. Upgrade Data Server Databases This procedure is required only for upgrades from release 9.0(x), and does not need to be performed for upgrades from release 10.0(x). Step 5 Step 6 Step 7 Step 8 Step 9 0 Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database. Refer to the Microsoft instructions at 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. For Side A only, repeat for the BA database if using Outbound Option. 184

205 Upgrade Cisco Unified Contact Center Data Server and Call Server Run Setup for the Data Server Mount the ISO. See Mount and Unmount ISO Files, on page 81. Step 5 Step 6 Step 7 Step 8 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. Step 9 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. Run Setup for the Unified CCE Call Server Mount the ISO. See Mount and Unmount ISO Files, on page 81. Step 5 Step 6 Step 7 Step 8 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 Windows Update and install the Windows hotfix (see Run Windows Updates, on page 93) only if you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run Windows Update and install the hotfix after both the Unified CCE and CTI OS Server upgrades are complete. Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 197) 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. 185

206 Upgrade Cisco Unified Contact Center Data Server and Call Server Mount the ISO. See Mount and Unmount ISO Files, on page 81. Start the CTIOS installer for this release and follow the prompts. If prompted, apply a Maintenance Release. Click Upgrade All. Step 5 Click Yes. Step 6 Click Yes to reboot when the setup completes. Step 7 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page 93. Step 8 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. 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 This procedure is required only for upgrades from release 9.0(x), and does not need to be performed for upgrades from release 10.0(x). Use the Microsoft SQL backup and restore utility to create a backup copy of the Logger database. Refer to the Microsoft instructions at 186

207 Upgrade Cisco Unified Contact Center Data Server and Call Server Step 5 Step 6 Step 7 Step 8 Step 9 0 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. For Side A only, repeat for the BA database if using Outbound Option. Run Setup for the Data Server Mount the ISO. See Mount and Unmount ISO Files, on page 81. Step 5 Step 6 Step 7 Step 8 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. Step 9 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page

208 Upgrade Cisco Unified Contact Center Data Server and Call Server Run Setup for the Unified CCE Call Server Mount the ISO. See Mount and Unmount ISO Files, on page 81. Step 5 Step 6 Step 7 Step 8 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 Windows Update and install the Windows hotfix (see Run Windows Updates, on page 93) only if you are not upgrading CTI OS Server. If you are upgrading CTI OS Server, run Windows Update and install the hotfix after both the Unified CCE and CTI OS Server upgrades are complete. Run the utility to update the VMware settings (see Upgrade VMware Settings Utility, on page 197) 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. Mount the ISO. See Mount and Unmount ISO Files, on page 81. Start the CTIOS installer for this release and follow the prompts. If prompted, apply a Maintenance Release. Click Upgrade All. Step 5 Click Yes. Step 6 Click Yes to reboot when the setup completes. Step 7 Run Windows Update and install the Windows hotfix. See Run Windows Updates, on page 93. Step 8 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197. Start Side B Start the Side B Call Server and the Side B Data Server services. 188

209 Upgrade Cisco Unified Contact Center Data Server and Call Server Upgrade external AW-HDS-DDS Upgrade External AW-HDS-DDS Database If there are no external AW-HDS-DDSs, proceed to Post-upgrade tasks. This procedure is required only for upgrades from release 9.0(x), and does not need to be performed for upgrades from release 10.0(x). Step 5 Step 6 Step 7 Step 8 Step 9 Use the Microsoft SQL backup and restore utility to create a backup copy of the database: <instancename>_hds. Refer to the Microsoft instructions at 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. Run Setup for the External AW-HDS-DDS Mount the ISO. See Mount and Unmount ISO Files, on page 81. Step 5 Step 6 Step 7 Step 8 Step 9 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. 189

210 Before Upgrading Cisco Unified Intelligence Center Post-upgrade tasks Re-enable Configuration Changes Perform this step on one side only. It is automatically replicated to the other side. 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 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. 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 205. Before Upgrading Cisco Unified Intelligence Center Download and Install COP File Download the Cisco Unified Intelligence Center COP file for the release from which you are upgrading, and install it on all nodes. Point your browser to the Download Software page for Cisco Unified Intelligence Center: software.cisco.com/download/type.html?mdfid= &i=rm, and click the Unified Intelligence Center Software link. 190

211 Before Upgrading Cisco Unified Intelligence Center Step 5 Navigate to the folder and subfolder for the release you want. Select the Unified Intelligence Center COP.cop.sgn file and click Download. Click Log in and enter your credentials for Software Download. After downloading the COP file, follow the installation instructions provided in the ReadMe file for the COP file. 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 197. Validate System and Build System Inventory On the Data Server, navigate to Server IP Address>/cceadmin. Click System > Deployment. The Configure Deployment page shows errors that the VM host information is missing. This is expected. 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: 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 Step 7 Step 8 Step 9 0 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. Use the user@domain format for the Username, where domain is a fully-qualified domain name. 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). Enter the Unified Intelligence Center Administration username and password. Click Next. Enter the Finesse Administration username and password. Click Next. This opens a Congratulations screen. Click Finish. This opens the System Inventory page. If you are using any of these Multichannel applications SocialMiner, and Web Interaction Manager, and 3rd Party Multichannel add them to the System Inventory as external machines as follows: 191

212 Upgrade Cisco Unified Intelligence Center a) Click Add Machine. b) Select the type from the drop-down list. c) Add the name. d) Add the hostname or IP address. e) Click Save. Upgrade Cisco 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 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. Your configuration information migrates automatically to the upgraded version in the active partition. Download Unified Intelligence Center Upgrade File Point your browser to the Download Software page for Cisco Unified Intelligence Center: software.cisco.com/download/type.html?mdfid= &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. 192

213 Upgrade Cisco Unified Communications Manager Upgrade Cisco Unified Intelligence Center from DVD/CD 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 81 Step 5 Step 6 Step 7 Step 8 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. 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 81 Sign in to verify that the upgrade was successful. Repeat for the subscriber. Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197 Upgrade Cisco Unified Intelligence Center from a Remote File System Step 5 Step 6 Step 7 Step 8 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. Choose SFTP or FTP. Follow the instructions provided by the utils system upgrade initiate command. 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. Step 9 Run the utility to update the VMware settings. See Upgrade VMware Settings Utility, on page 197 Upgrade Cisco Unified Communications Manager Unified Communications Manger Pre-upgrade Tasks Before you upgrade Cisco Unified Communications Manager, you must: 193

214 Upgrade Cisco Unified Communications Manager 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 for Cisco Unified Communications Manager at this address: 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 Release Notes for Cisco Unified Communications Manager at 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. 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 81. Step 5 Step 6 Step 7 Step 8 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 and Unmount ISO Files, on page 81. Verify on the sign-in screen that the upgrade was successful. When the upgrade for the publisher is complete, repeat for the two subscribers. 194

215 Upgrade Cisco Unified Communications Manager Upgrade Cisco Unified Communications Manager from a Remote File System 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 SFTP or FTP. Follow the instructions provided by the utils system upgrade initiate command. 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. Log in to Cisco Unified Communications Operating System Administration from 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 197. c) Repeat for the subscriber on Side A and the subscriber on Side B. 195

216 Upgrade Cisco Unified Communications Manager 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 Unified CCE Call Servers. You install the new JTAPI client using the Unified Communications Manager Administration application. Step 5 Step 6 Step 7 Step 8 Step Uninstall the old JTAPI client from each Call Server: a) Stop PG1A/PG1B. b) Go to Control Panel > Programs. c) Uninstall the Cisco Unified Communications Manager JTAPI Client, following all prompts. To launch the Unified Communications Manager Administration application, enter the following URL in a Web browser on each Unified CCE Call Server: address of Unifed Communications Manager Publisher>/ccmadmin. Enter the username and password that you created when you installed and configured Unified Communications Manager. Select Application > Plug-ins. Click Find to see the list of applications. Click the download link next to Cisco JTAPI 32-bit Client for Windows. Choose Run this program from its current location. Click OK. If a Security Warning box appears, click Yes to install. When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications Manager Publisher. Click Next. Choose Next or Continue through the remaining setup windows. Accept the default installation path. Click Finish. Start the PGs. License Upgrade Unified Communications Manager License Before You Begin Generate the license using this procedure: Generate and Register License, on page

217 Upgrade VMware Settings Utility Step 5 Step 6 Step 7 Step 8 Step Unzip the license file from the message. Launch Unified Communications Manager in a browser ( 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. Select Product type of Unified CM. Click OK. Click Synchronize Now. Upgrade VMware Settings Utility This procedure is required only for upgrades from release 9.0(x), and does not need to be performed for upgrades from release 10.0(x). 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. Before You Begin All Virtual Machines must be powered on and must have VMware tools installed. The names of the VMs must not contain spaces or special characters, and must be no more than 32 characters. To run the utility, Java 6 (any update) must be installed. Java 7 and later releases are not supported. 197

218 Upgrade VMware vsphere ESXi For Unified CCE and Unified CVP components, run Windows Update and install the Windows hotfix to protect your network configuration. See Run Windows Updates, on page 93 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 ( type.html?mdfid= &i=rm). Extract the zip file locally. From the command line, run java -jar UpgradeVMwareSettings-10.5.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 Unified CCE Call Server and Unified CCE Data Server, on page 91. Upgrade VMware vsphere ESXi If you use VMware vcenter Server in your deployment, upgrade VMware vcenter Server before upgrading VMware vsphere ESXi. Upgrade VMWare vsphere ESXi on Side A and Side B servers to the latest version supported with this release of Packaged CCE. Packaged CCE uses standard upgrade procedures, which you can find using VMware documentation ( 198

219 APPENDIX A Reference Base Configuration Updates, page 199 Install Language Pack, page 205 Simple Network Management Protocol, page 205 Configure Ingress Gateways for Locations-based Call Admission Control, page 206 Certificates for Live Data, page 206 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. No base configuration changes are required if you are upgrading from Release 10.0(1) Note Installing the latest base configuration will delete existing configuration information. All base configuration file updates beginning with Release 10.0(1) are applied automatically. No manual configuration is required. For example, if you upgrade from Release 9.0(2) to Release 10.5(1), you only need to manually update the Release 9.0(3) and Release 9.0(4) base configuration changes. 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 =

220 Base Configuration Updates Reference Array = checked Maximum array size = 4 2 Name = user.microapp.fromextvxml Maximum length = 60 Array = checked Maximum array size = 4 Release 9.0(3) Base Configuration Changes Enterprise Route and Enterprise Skill Groups: remove all. Label --- add the following label: Label = 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 = Calls in Queue Max = 50 Calls in Queue Max per call type = 50 Calls in Queue Max time in queue = 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 =

221 Reference Base Configuration Updates Calls in Queue Max = 50 Calls in Queue Max per call type = 50 Calls in Queue Max time in queue = Service level threshold = 30 Service level type = Ignore abandoned calls Interruptible = checked 3 Name = Cisco_EIM_Outbound Media Class = CIM_EIM_Outbound Task life = 300 Task start timeout = 30 Task Max Duration = Calls in Queue Max = 50 Calls in Queue Max per call type = 50 Calls in Queue Max time in queue = 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 = Calls in Queue Max = 50 Calls in Queue Max per call type = 50 Calls in Queue Max time in queue = 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. 201

222 Base Configuration Updates Reference 1 Peripheral = CVP_PG_1A Peripheral number = 100 Peripheral Name = 100 Name = CVP_PG_1A.100 Trunk count = 0 2 Peripheral = CVP_PG_1A Peripheral number = 200 Peripheral name = 200 Name = CVP_PG_1A.200 Peripheral ID = 5001 Trunk count = 0 3 Peripheral = CVP_PG_1A Peripheral number = 300 Peripheral name = 300 Name = CVP_PG_1A.300 Trunk count = 0 4 Peripheral = CVP_PG_1B Peripheral number = 100 Peripheral name = 100 Name = CVP_PG_1B.100 Trunk count = 0 5 Peripheral = CVP_PG_1B Peripheral number = 200 Peripheral name = 200 Name = CVP_PG_1B.200 Trunk count = 0 6 Peripheral = CVP_PG_1B Peripheral number = 300 Peripheral name = 300 Name = CVP_PG_1B.300 Trunk count = 0 202

223 Reference Base Configuration Updates 7 Peripheral = CVP_PG_2A Peripheral number = 100 Peripheral name = 100 Name = CVP_PG_2A.100 Trunk count = 0 8 Peripheral = CVP_PG_2A Peripheral number = 200 Peripheral name = 200 Name = CVP_PG_2A.200 Trunk count = 0 9 Peripheral = CVP_PG_2A Peripheral number = 300 Peripheral name = 300 Name = CVP_PG_2A.300 Trunk count = 0 10 Peripheral = CVP_PG_1B Peripheral number = 100 Peripheral name = 100 Name = CVP_PG_2B.100 Trunk count = 0 11 Peripheral = CVP_PG_1B Peripheral number = 200 Peripheral name = 200 Name = CVP_PG_2B.200 Trunk count = 0 12 Peripheral = CVP_PG_1B Peripheral number = 300 Peripheral name = 300 Name = CVP_PG_2B.300 Trunk count = 0 203

224 Base Configuration Updates Reference Release 9.0(4) Base Configuration Changes Agent Targeting Rule --- add this rule: Name = AgentExtensions Peripheral = CUCM_PG_1 Rule type = Agent Extension Translation route id = <None> Agent extension prefix = null Agent extension length = 1 Routing client: CUCM_PG_1 CVP_PG_1A CVP_PG_1B CVP_PG_2A CVP_PG_2B Outbound Multichannel Extension ranges Low - High: Label---Change the Label attribute to 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 to

225 Reference Install Language Pack 3 Name = Cisco_WIM Change Calls in Queue Max to 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 where x.x.x.x is the IP address of the publisher. See the Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise at products-installation-and-configuration-guides-list.html for information about configuring SNMP for Unified CCE. 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 205

226 Configure Ingress Gateways for Locations-based Call Admission Control Reference a setting to accept SNMP packets from any host or from specified hosts access privileges (readonly, readwrite, readwritenotify, notifyonly, readnotifyonly, and none) a setting to apply the community string to all nodes in the cluster Notification Destinations Add notification destinations for delivery of SNMP notification events when events occur. Add and maintain notification destinations in the Cisco Serviceability Administration interface. A notification destination is configured with: a server the host IP addresses of the trap destination a port number the SNMP version (V1 or V2c) the community string name to be used in the notification messages that the host generates the notification type a setting to apply to the notification destination configuration to all nodes in the cluster Configure Ingress Gateways for Locations-based Call Admission Control Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also known as the Centralized Model). This means that all servers (Unified CVP, Unified CCE, Unified Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch office. Configure Unified Communications Manager to use the Ingress gateway instead of Unified CVP as the originating location of the call. This configuration ensures that CAC can be properly adjusted based on the locations of the calling endpoint and the phone. Important Do not define Unified CVP as a gateway device in Unified Communications Manager. In Cisco Unified CM Administration, define the Ingress gateways as gateway devices. Assign the correct location to the devices. Certificates for Live Data You must set up security certificates for Finesse and Cisco Unified Intelligence Center with HTTPS. You can: 206

227 Reference Add Self-Signed Certificates for Live Data Use the self-signed certificates provided with Finesse and Cisco Unified Intelligence Center. Obtain and install a Certification Authority (CA) certificate from a third-party vendor. Produce a certificate internally. Note As is the case when using other self-signed certificates, agents must accept the Live Data certificates in the Finesse desktop when the sign in before they can use the Live Data gadget. Add Self-Signed Certificates for Live Data Both Finesse and Unified Intelligence Center are installed with self-signed certificates. If you choose to work with these self-signed certificates (rather than producing your own CA certificate or obtaining a CA certificate from a third-party certificate vendor), you must first export the certificates from the Unified Intelligence Center Publisher and Subscriber. You must then import the certificates into Finesse, importing the Publisher certificate to the Finesse Primary node and the Subscriber certificate to the Finesse Secondary node. As is the case when using other self-signed certificates, agents must accept the Live Data certificates in the Finesse desktop when they sign in before they can use the Live Data gadget. Sign in to Cisco Unified Operating System Administration on Cisco Unified Intelligence Center ( of Cisco Unified Intelligence Center server>/cmplatform). From the Security menu, select Certificate Management. Click Find. Do one of the following: If the tomcat certificate for your server is not on the list, click Generate New. When the certificate generation is complete, reboot your server. Then restart this procedure. If the tomcat certificate for your server is on the list, click the certificate to select it. (Ensure that the certificate you select includes the hostname for the server.) Step 5 Click Download.pem file and save the file to your desktop. 207

228 Obtain and Upload CA Certificate for Live Data Reference Step 6 Step 7 Step 8 Step You must download the certificates that contain the hostnames Cisco Unified Intelligence Center publisher and Cisco Unified Intelligence Center subscriber. Sign in to Cisco Unified Operating System Administration on the primary Finesse server ( of Finesse server/cmplatform). From the Security menu, select Certificate Management. Click Upload Certificate. From the Certificate Name drop-down list, select tomcat-trust. Click Browse and browse to the location of the.pem files (Cisco Unified Intelligence Center publisher and subscriber certificates). Click Upload File. Restart Cisco Tomcat on the Finesse server. 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: of Finesse or Cisco Unified Intelligence Center server/cmplatform Step 5 Step 6 Generate a CSR. a) Select Security > Certificate Management > Generate CSR. b) From the Certificate Name drop-down list, select tomcat. c) Click Generate CSR. Download the CSR. a) Select Security > Certificate Management > Download CSR. b) From the Certificate Name drop-down list, select tomcat. c) Click Download CSR. Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority. 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. Upload the application certificate. a) From the Certificate Name drop-down list, select tomcat. 208

229 Reference Produce Certificate Internally 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 Step 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. Upload the root certificate and application certificate to the Cisco Unified Intelligence Center publisher server. After the upload is complete, access the CLI on the Cisco Unified Intelligence Center server. Enter the command utils service restart Intelligence Center Openfire Service to restart the Intelligence Center Openfire service. Enter the command utils service restart Intelligence Center Reporting Service to restart the Intelligence Center Reporting service. Produce Certificate Internally Set up Microsoft Certificate Server for Windows 2008 R2 This procedure assumes that your deployment includes a Windows Server 2008 R2 (Standard) Active Directory server. Perform the following steps to add the Active Directory Certificate Services role on the Windows 2008 R2 (Standard) domain controller. Step 5 Step 6 Step 7 Step 8 Step 9 0 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. On the Select Server Roles screen, check the Active Directory Certificate Services check box, and then click Next. On the Introduction to Active Directory Certificate Services screen, click Next. On the Select Role Services screen, check the Certification Authority check box, and then click Next. On the Specify Setup Type screen, select Enterprise, and then click Next. On the Specify CA Type screen, select Root CA, and then click Next. 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. On the Confirm Installations Selections screen, verify the information, and then click Install. 209

230 Deploy Root Certificate for Internet Explorer Reference 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. On the Windows domain controller, run the CLI command certutil -ca.cert ca_name.cer, in which ca_name is the name of your certificate. Save the file. Note where you saved the file so you can retrieve it later. 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. Step 5 Step 6 Step 7 Step 8 Step 9 On the Windows domain controller, navigate to Administrative Tools > Group Policy Management. Note Users who have strict Group Policy defined on the Finesse Agent Desktop are required to disable Cross Document Messaging from Group Policy Management to ensure proper functioning of Finesse on Internet Explorer 11. 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. 210

231 Reference Set Up Certificate for Internet Explorer Browser Set Up Certificate for Internet Explorer Browser After obtaining and uploading the CA certificates, either 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. Step 5 Step 6 Step 7 Step 8 Step In Windows Explorer, double-click the ca_name.cer file (in which ca_name is the name of your certificate) 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. A message appears that states you are about to install a certificate from a certification authority (CA). Click Yes. A message appears that states the import was successful. To verify the certificate was installed, open Internet Explorer. From the browser menu, select Tools > Internet Options. Click the Content tab. Click Certificates. Click the Trusted Root Certification Authorities tab. 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. 211

232 Set Up Certificate for Firefox Browser Reference 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 (in which ca_name is the name of your certificate). 212

233 INDEX A adding 170 data sources 170 anti-virus 8 antivirus software 86 automation 53, 55, 60 errors 55, 60 software 53 status report 55, 60 zip file 53 automation spreadsheet 54, 56 AW data base 116 B base configuration 6, 115 browser software 9 C CCE Call Server 50, 76 golden template 50 VM 76 CCE Data Server 50, 76 golden template 50 VM 76 Cisco contact center software 7 Cisco Unified OS Administration 192 and upgrades 192 collation 93, 95 community strings 205 configuration software 6 CVP Reporting Server 98 install 98 D Data Server 116 AW database 116 data sources 170 adding 170 destination servers, VMs on 4 direct install 47 See also install DNS configuration 85 E external AW-HDS-DDS 101 F Finesse 52 golden template 52 Finesse Primary 103 install 103 Finesse Secondary 78 VM 78 G golden templates 47, 50, 51, 52, 77 CCE Call Server 50 CCE Data Server 50 Finesse 52 Unified Communications Manager 52 Unified CVP Servers 51, 77 Unified Intelligence Center 52 I ICMDBA 115 IN-1