Arc Pro. Provisioning Wizard. User Guide. Version 6.1.0

Transcription

1 Arc Pro Provisioning Wizard User Guide Version 6.1.0

2 Arc Solutions (International) Ltd. All rights reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged. Support The Arc Technical Services Centre (Arc TSC) provides support to its partners and end-users 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant maintenance contract. A standard Business Hours contract provides access to the Arc TSC from Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract option is also available. All customers or partners must have a valid maintenance contract to raise a case with the Arc TSC. For further information regarding the Arc Solutions support options, please contact your reseller or your Arc Solutions account manager. EMEA Americas Asia Pacific Arc Solutions (International) Ltd. Innovation House Pincents Lane Reading, Berkshire RG31 4UH T: +44(0) F: +44(0) Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina T: F: Arc Solutions (International) Ltd. 2 Marks Street Naremburn NSW 2065 Australia T: F: +61 (0) e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com Support or +44(0) from outside the UK Support Support or +44(0) An Enghouse Interactive Inc. Company 15 June 2015

3 Contents Support...ii 1 Arc Pro Provisioning Wizard... 1 Wizard Limitations... 1 Audience and associated documents... 1 Using the Provisioning Wizard... 1 Database Configuration... 2 CUCM Configuration... 2 Select Template Device... 3 Host PBX Device Configuration... 4 Call Connect Configuration... 4 Console Connect Configuration... 7 Directory Source Configuration Creating the Databases CUCM Sync TSP Installation Arc Connect Resilience Installing Arc Pro on Cloned Operating System Images Installation of Publisher Installation of Subscriber Arc Pro Provisioning Wizard User Guide 1

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5 1: Arc Pro Provisioning Wizard The Arc Pro Provisioning Wizard provides a quick and easy way to configure the basic components of an Arc Pro system. You run it either when prompted during installation, or from the desktop icon to make changes later. Wizard Limitations The Provisioning Wizard has the following limitations: If you are using the Arc Pro installer to patch your system (make a minor fix, with no change of software version), do not run the wizard. When prompted to run it, choose No. If you do not do this the wizard will attempt to create existing devices, resulting in errors. The Wizard is for use in a single cluster setup. If you want to install a multi cluster system you will need to refer to the Arc Pro Configuration Manual. The Wizard does not support off-box SQL server set-ups - the SQL server has to be installed on the machine on which you are configuring for Arc Pro. Although you can use the Wizard to configure an Arc Pro system to work with CUCM 7.1.5, this does not support the silent TSP installation; instead the TSP program will be copied to the desktop. Refer to Configuring the CUCM for further information. Device Synchronization cannot be aborted. Audience and associated documents This document assumes basic knowledge of the Arc Pro system and an understanding of the Cisco Unified Communications Manager environment. You may need to use this document in conjunction with the following: Arc Pro Installation Manual Arc Pro Configuration Manual Configuring the CUCM to work with the Arc Pro System Arc Pro LDAP Synchronization User Guide Using the Provisioning Wizard Start the provisioning wizard either: Automatically, during the installation process, when you are asked whether you want to use it. If you are using the Arc Pro installer to patch your system, do not run the wizard. When prompted to run it, choose No. Manually from the desktop icon. Arc Pro Provisioning Wizard User Guide1

6 Database Configuration Arc Pro Provisioning Wizard The initial screen requires details of the SQL Server where the Arc Pro databases are stored. You are required to fill in the following details: SQL Server name - This is the SQL server where the database will be created. SQL User - The ID used to access the server. Password - The User ID password. The configuration and logging database fields are read only and are greyed out. The contents reflect the names of the two databases that are created. CUCM Configuration This screen requires the Cisco Unified Communication Manager connection information. 2

7 Arc Pro Provisioning Wizard You are required to fill in the following details: CUCM Server - The IP address of the CUCM Server. Application User ID - The Application user ID used to communicate with the CUCM. Password - The Application user account password. You may require access to the document Configuring the CUCM to work with the Arc Pro System Select Template Device This screen allows for a device to be selected from the CUCM to be used as a base template device for the Arc Pro system devices. This device can be configured with any custom settings on the CUCM which will result in those settings being adopted by any new devices that are created by the Provisioning Wizard during the synchronization process. 1. To use a template device, enter the criteria to search for the device on the CUCM. This will restrict the devices that are displayed to your criteria: The device property - such as Device Name, Description, or Directory Number - to check. A condition of the device property, such as is not empty, or how to compare the property with a string, such as begins with. A string to compare to the device property in the specified way (used only with begins with, ends with, contains and is exactly). 2. Click on Search. In the search result table, highlight the required device and confirm by clicking Select Device. The device selected as template should be based on a CTI Port, as this will prevent synchronisation errors due to the device properties. Alternatively, If you do not use a template device the CUCM default values are used for the properties of the devices created. To progress without using a template device click on Next. Arc Pro Provisioning Wizard User Guide 3

8 Host PBX Device Configuration Arc Pro Provisioning Wizard A host PBX (Gateway) Device is used to hold the calls by the Arc Pro system prior to being delivered to the users (operators or agents) via the configured queues. This can either be entered manually, or you can use the calculator to determine the recommended number of devices required. Using the Calculator 1. The calculation is done by entering an estimated number of calls and a designated time period. A typical example would be to take the busiest hour (e.g hr to 14.00hrs) and estimate the number of calls 2000 calls. 2. Click Calculate. 3. The recommended (Calculated) number will appear in Total number of Host PBX Devices. This can be adjusted using the Up and Down arrows. 4. Enter the first DN (Direct Number) for the first Host PBX Device, the system will then create the specified number of devices in sequential order. s If you are using the Provisioning wizard to upgrade an installation, it may detect that the DN entered is already being used. You will be required to change it. If you are provisioning a subscriber server all of the fields are read only except for the Starting number of Host PBX. The Subscriber needs to have a matching number of Host PBX Devices, but they require to have a unique DN. 5. Click Next. This concludes the provisioning of CUCM. Call Connect Configuration Arc Call Connect provides a way of routing calls to end users (Agents) in a structured manner where the system decides who the call should be delivered to and then offers the call to the Agent to accept the call at their handset. If the Agent does not answer the call, then the server picks the next 4

9 Arc Pro Provisioning Wizard best Agent and delivers the call to them. Users log in to the system via the Agent Application and typically are the final destination for the callers. If you are provisioning a Call Connect environment select Yes on this screen. You have the opportunity to configure: Call Connect queues, DN s and associate agent skill levels Agent accounts and associate Call Connect Queues. If you do not need to configure Call Connect, click No to take you to the next section:see Console Connect Configuration on page 1-7 If you are provisioning a subscriber server the option to answer the question is not available as this is controlled by the publishers configuration. Arc Pro Provisioning Wizard User Guide 5

10 Call Connect Queues Arc Pro Provisioning Wizard This screen asks the user how many Call Connect Queues are required for their system and the starting queue location. These queues hold the calls within the system prior to an agent being available to take that call. Set the required number of Call Connect queues that are needed, either by entering a number, or using the Up and Down arrows. Enter the DN for the first Call Connect queue. If the Wizard detects that the DN is already being used, you will be required to change it. Click Create and a table is displayed containing the required number of queues: Queue Name - By default this appears as ACD Queue x, where x is a sequential number. Queue DN - This is the DN for the first queue. All other configured queues sequential DNs starting from this number. Queue Skill Name - By default this appears as ACD Queue x Skill, where x is a sequential number. This field is automatically generated and can not be edited. If you are provisioning a subscriber server all of the fields are read only except for the Starting number of first Queue DN. The Subscriber needs to have a matching number of Call Connect queues, but they require to have a unique DN. Click Next. Call Connect Agents This screen allows the user to configure agents and associate them to the call connect queues which were created in the previous screen. Enter the number of Agents accounts required and click Create. A table is displayed containing the required number of Agents: Agent Login ID - By default this will appear as Agentx, where x is a sequential number. Associated Call Connect Queues - By default this appears blank. Use the down arrow to display 6

11 Arc Pro Provisioning Wizard the available queues and select by ticking the box next to the required queues. This screen is not visible when provisioning a subscriber server. The maximum number of agents that can be configured is 800. Click Next to conclude the provisioning of Call Connect. Console Connect Configuration Arc Console Connect provides a way of routing call to users (operators) in an unstructured manner where the system either leaves the call queuing until an Operator decides to answer that call, or automatically deliver the call to the next available Operator. Operators are then able to browse the company directory, via the operator application, and if the destination is available by inspecting its current status, connect the caller to the destination by means of its many call control features. If you are provisioning a Console Connect environment select Yes on this screen. You have the opportunity to configure: Console Connect Queues, DNs and Enable Forced Delivery Operator Login IDs and associate Console Connect Queues If you do not need to configure Console Connect, click No to take you to the next section: See Directory Source Configuration on page If you are provisioning a subscriber server the option to answer the question is not available. Arc Pro Provisioning Wizard User Guide 7

12 Arc Pro Provisioning Wizard Console Connect Queues This screen asks the user how many Console Connect Queues are required for their system and the starting queue location. These queues hold the calls within the system prior to an operator being available to take that call. Console Connect Queues can either be configured as a Pick List, where an operator chooses which call to answer next, or Forced Delivery where the system pushes calls to the next available operator. Set the required number of Console Connect Queues that are needed, either by entering a number, or using the Up and Down arrows. Enter the DN for the first Console Connect queue. If the Wizard detects that the DN is already being used, you will be required to change it. 8

13 Arc Pro Provisioning Wizard Click Create and a table is displayed containing the required number of queues: Queue Name - By default this appears as Queue x, where x is a sequential number. Queue DN - This is the DN for the first queue. All other configured queues sequential DNs starting from this number. Enable Forced Delivery - By default these are blank and will enable the Operator to select the calls to answer. Tick the box on the required queue to Enable Forced Delivery. If you are provisioning a subscriber server all of the fields are read only except for the Queue Location. The Subscriber needs to have a matching number of Console Connect queues, but they require to have a unique DN. Click Next. Console Connect Operators This screen allows the user to configure Operators and associate them to the Console Connect queues which were created in the previous screen. All Console users created from this screen are assigned the STANDARD role. Enter the number of Operator accounts required and click Create. A table is displayed containing the required number of operators: Operator Login ID - By default this will appear as Operatorx, where x is a sequential number. Associated Console Connect Queues - By default this appears blank. Use the down arrow to display the available queues and select by ticking the box next to the required queues. There is a Select All to select all available queues. This screen is not visible when provisioning a subscriber server. The maximum number of Operators that can be configured is 500. Arc Pro Provisioning Wizard User Guide 9

14 Arc Pro Provisioning Wizard Click Next. Service Queues This screen allows the user to configure their Service Queues which are used within the Arc Pro system for operators to perform direct transfers to a caller destination, or when an operator holds a call. They are also used to recover a call back to the operator if the destination is unable to answer a call. It is recommended that there is at least one Service Queue per Operator. These are used within the system and have no requirement to be named or associated to operators. Enter the number of Service Queue Devices that are required Specify the DN for the first Service Queue, either by entering a number or by using the Up and Down arrows. If the Wizard detects that the DN is already being used, you will be required to change it. If you are provisioning a subscriber server the option to specify the number of Service Queue devices is greyed out. 10

15 Arc Pro Provisioning Wizard Call Park Devices This screen allows the user to configure the call park devices. A call Park Device is used by Arc Pro when an operator parks a call for a 3rd party to retrieve. The caller is parked and the 3rd person is sent a message to retrieve the call from the designated Park Device.. These device numbers are system based and will appear within the console as parked device numbers. They do not need to be associated to an operator. Enter the number of Call Park Devices that are required Specify the DN for the first Call Park Devices, either by entering a number or by using the Up and Down arrows. If the Wizard detects that the DN is already being used, you will be required to change it. If you are provisioning a subscriber server the option to specify the number of Call Park devices is greyed out. Click Next to conclude the provisioning of Console Connect. Directory Source Configuration It is recommended that this part of the provisioning wizard is used in conjunction with the Arc LDAP Synchronization User Guide, which provides comprehensive details on working with LDAP sources within an Arc Pro system. This screen provides you with an option to import your company directories, so that they can be displayed in the console. Selecting Yes starts this process. When configuring directories that use the LDAP protocol (ADAM, Active Directories/Estos Metadirectory, edirectory, iplanet), use the Base DN, Object Class and Scope to filter the entries to be imported. EG. Base DN = cn=users,dc=mydomain,dc=com, Object Class = User. Arc Pro Provisioning Wizard User Guide 11

16 Arc Pro Provisioning Wizard After you have configured a directory, you will be asked if you want to import another directory source. You can import up to 8 directories from the supported sources: CUCM, LDAP, ADAM, edirectory. Clicking No takes you to the next section: - Creating the Databases on page Select the source type of the Directory from CUCM, LDAP, ADAM, edirectory and FILE. Enter the details for the directory source. These will be restricted if they don t apply to the selected Source Type: Source Type - drop down list where you select the type of directory source that you are configuring. Source Name - A user friendly name so that the directory source can be identified. Host Server - Host name or IP address of the directory source server. If you choose the source Type FILE, this changes to File. 12

17 Arc Pro Provisioning Wizard Host Port - The port number the directory service is running on, e.g. a default CUCM source is 443, LDAP is 389. Unless the user has changed these defaults. Protocol Version (if SSL is used). If you choose the source Type FILE, this changes to Operation, with the options: INSERT, MODIFY and DELETE. User Name - This is the user account that will be used to authenticate connection to the directory source. Password - The password to complete the authentication to the directory source. Base DN - Only available on LDAP source types. This is the location to the contacts in the Active Directory that you wish to import. For example: OU=Users, DC=mydomain, DC=com Object Class - The item type of the objects you wish to import, e.g. user Scope - a choice of Base Level, One Level or Sub Tree Level. When you have completed the details for the directory source and clicked on Update, it will in the table. Clicking Test you can validate the information that has been entered. If you choose the source Type FILE, this checks to see whether the path specified to the file top process is valid. If the test was successful then an information box with the message 'Success' will appear. If the container entered in the Base DN does not exist in the LDAP Directory then an information box with the message 'Referral' will appear. If the syntax of the Base DN was entered incorrectly (i.e. other than cn=xxx, ou=xxx, dc=xxx) then an information box with the message 'Invalid DN Syntax' will appear. If the Object Class entered does not exist in the LDAP Directory then an information box with the message 'No Such Object' will appear. After you have created the source and it appears in the list, you then have to use the drop down next to the entry in the list to assign operators to it. If no operators are assigned to the source, then it is marked as inactive and the import won't occur. Creating the Databases When you have completed importing the required directory sources, the Database Wizard starts: this creates the Configuration and Logging databases and populates it. You do not need to enter any information into the Wizard, so simply click Next on each page, and Finish when installation is complete. You will then be asked if you want to create resilience on this machine. See Section 3 2: - Arc Connect Resilience on page 2-17 for comprehensive information on installing resilience. Clicking Yes will start the Arc Premium Replication Configuration wizard. Click No to start CUCM Synchronization. Arc Pro Provisioning Wizard User Guide 13

18 Arc Pro Provisioning Wizard CUCM Sync Before starting the CUCM Sync, you are recommended to configure the Subscriber server before completing the CUCM Sync. Click Yes to continue. This creates on the CUCM any of the Arc Pro system devices that have been either configured or updated. This saves having to go onto the CUCM and manually create/update the devices.. This opens the CUCM Sync Progress window which shows the status of the sync, the server, the start and end of the process, the number of Sync s being completed, and a progress bar. When the Synchronization has been completed a table will display all of the devices that have been configured. The table shows: Server Name - The server for which the Device is configured. Device DN - The directory number of each configured device. For example, Device Type - The type of device. For example, CTI Route Point. Status - shows In Progress, Error or Completed. Error Codes - The code of the error that has been encountered. For example, The error codes are described in the table that follows. Error Descriptions - This field gives a brief description of the error that has been encountered. For example, HTTP/ Service Unavailable. Error Code Description Cisco Errors Less than 5000 These errors correspond to DBL exception error codes Unknown Error an unknown error occurred while processing the request. This can be due to a problem on the server or errors in the request Unknown Request Error the user agent saves a request that is unknown to the API Invalid Value Exception an invalid value is detected in the XML request Item Not Valid Error the system identified the specified item does not exist or was specified incorrectly at input. 14

19 Arc Pro Provisioning Wizard Error Code Description 599 Schema Not Supported there has been an AXL request error because the schema is not supported. Internal Errors 9000 Exception in AXL component an unknown error occurred while processing the AXL component Function parameter error the parameter value is empty or null Device already created the device being synchronized already exists in Cisco Unified Communications Manager and is synchronized with the client Template device not found the template device that you have selected does not exist HTTP/ Service Unavailable the AXL service is unavailable HTTP/ Unauthorized the user authentication credentials are invalid HTTP/ Access to the requested resource has been denied access denied error from AXL response HTTP/ there is an invalid header location in the SOAP Request Call Manager OS not recognized the operating system returned by Cisco Unified Communications Manager is neither Linux nor Windows Call Manager Version not detected the AXL Response from Cisco Unified Communications Manager did not provide the version Socket error there are network problems Connection refused the server did not respond or the request has been posted to an invalid URL Read Timeout the server did not respond Normal Exit normal exit on completion Connection timeout connection timeout from the server. Arc Pro Provisioning Wizard User Guide 15

20 TSP Installation Arc Pro Provisioning Wizard The TSP used to communicate with your chosen Cisco Unified Call Manager is downloaded to the desktop. Once it has been downloaded, the Provisioning Wizard will attempt to install and configure it for you. If you are connecting to a CUCM prior to version 8 you will need to refer to CUCM v7.x Configuration Manuals for Arc Pro, as silent TSP installations were not supported in earlier versions. When the TSP has been installed you are prompted that changes have been made and the Arc Pro Server should be restarted. 16

21 2: Arc Connect Resilience Arc Connect provides backup for the configurations made through Arc Connect Administration. In case of a server fail over, the backup or the secondary server, also known as the Subscriber, will be active and keep Arc Connect running. You will not be able to use the Subscriber for updates to the system configuration, however, the system will remain active based on the settings made through the Publisher, avoiding disruption in the call flow and call controls. Arc Connect ensures that the Subscriber holds the updated configurations at all times. When the Publisher is active, the Subscriber restarts every five minutes and the information held in the Subscriber database is updated. Server backup is achieved through resilience between the Publisher (Primary Server) and Subscriber (Secondary Server). Please make sure you have the following installed on the system where the Publisher/Subscriber is to be installed: MS SQL 2005 Server SP3 Standard or Enterprise (including Hotfix provided with the Arc Pro installation) or MS SQL Hostname or FQDN must be used when configuring the databases. Windows 2003 Server SP2 or Windows Installing Arc Pro on Cloned Operating System Images If you plan to install Arc Pro onto a server whose operating system is sourced from a cloned image (for example a VMWare image), you must make sure that the MSDTC (Microsoft Distributed Transaction Coordinator) CID GUID is different on both the Publisher and Subscriber servers. Failure to do this will cause the installation of the database replication component to fail. To check the CID GUID You need to check the CID GUID on both servers. To do this: 1. Open the registry editor and go to the following location 'HKEY_CLASSES_ROOT\CID'. 2. At least one entry has a description of 'MSDTC'. Check its value. 3. If the GUID values on both the Publisher and Subscriber are THE SAME, follow this process sequence below. To make the CID GUID unique The following simple process will ensure both MSDTC installations have unique CID GUIDs: 4. Open a command line box on both servers 5. Type 'MSDTC -uninstall' on both servers. 6. Run 'MSDTC -install' on BOTH servers from the command line. 7. Reboot both machines. Installation of Publisher While installing, you must make sure that the Publisher and Subscriber are installed on separate machines. Before installing the Publisher, please make sure of the following: If the system has the Subscriber installed, do not install the Publisher on the same machine. Interchanging Publisher and Subscriber machines is very risky; therefore, you must avoid it. Any previous replication settings must be disabled. Arc Pro Provisioning Wizard User Guide 17

22 Arc Connect Resilience If you have a Publisher configuration already installed with your network, DO NOT create another Publisher configuration on another machine with the same database name. If there are replication monitor issues prior to installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. To Install Arc Connect Resilience 1. From the Start Menu, select the Arc Pro folder and select the option Configure Resilience on this Server. 2. A Welcome screen will appear for Arc Pro Publisher. You will now be able to create replication. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. Click on Next. 3. The next window will prompt you for account details that will allow the wizard to stop any services that maybe accessing the Arc databases. Enter an account that has administrator rights to the Arc server and its SQL Server'. Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. Click Next to proceed. 4. The Installation Progress will be displayed on the screen, for the creation of transactional 18

23 Arc Connect Resilience replication and the initialisation of the snapshot job. 5. When the installation has successfully completed a message box will confirm this. Click OK on the message box. 6. Click Finish on the Installation Progress window. 7. After the Installation is complete it is important to restart the Arc and Active MQ Services. The Subscriber cannot be installed until the snapshot has been successfully created. The status of the snapshot can be viewed through SQL Enterprise Manager > Replication Monitor > Publishers > (System name) > (DB name). Installation of Subscriber The Subscriber configuration can not be run on the same machine as one configured as a Publisher. Before installing the Subscriber, please make sure of the following: If the system has the Publisher installed, do not install the Subscriber. Hostname or FQDN must be used when configuring the databases. Subscriber CIDs must be unique from publisher to allow for the MS DTC to function correctly. Before installing you must make sure that the snapshot for the publisher database has been successfully created. This can be viewed through the SQL Enterprise Manager. The status of Snapshot must be displayed as Succeeded. Interchanging Publisher and Subscriber machines is very risky and should be avoided. Any previous replication settings should be disabled. If there are replication monitor issues prior to installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. 1. From the Start Menu, select the Arc Pro folder and select the option Configure Resilience on this Arc Pro Provisioning Wizard User Guide 19

24 Arc Connect Resilience Server. 2. The Arc Pro Subscriber Welcome screen will be displayed. You will now be able to create the Subscriber to provide resilience in case the primary server fails. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. Click on Next to start the installation. 3. Specify the name of the Server where the Publisher Configuration Database is installed. Enter the User Name and Password to access the Publisher Server. Click on the drop down list to select the publisher Database, you may have to wait for the Server to populate the list with publisher databases available. Select the required Database and click Next to proceed. 4. The next window will prompt you for account details that will allow the wizard to stop any services that maybe accessing the Arc databases. Enter a Windows account that has administrator rights to both the Arc Publisher and Subscriber servers and their SQL Servers if the databases are off boxed. 20

25 Arc Connect Resilience 5. Click Next. Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. 6. Click Next. If the software detects that a subscriber has already been installed before, it will ask you if you want to migrate that configuration to the computer you are now installing the subscriber on. Click Yes to proceed. 7. The installation progress of the subscriber will be displayed across the screen. When the installation is complete, a message box will be displayed. Click OK. Click Finish. 8. After the Installation is complete you will be returned to the Provisioning Wizard. Arc Pro Provisioning Wizard User Guide 21

26 22 Arc Connect Resilience