Hardware and System Software Specification for Cisco Unified Customer Voice Portal, Release 10.0(1)

Transcription

1 Hardware and System Software Specification for Cisco Unified Customer Voice Portal, Release 10.0(1) First Published: December 12, 2013 Last Modified: January 13, 2016 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 v About This Document v Audience v Related Documentation v Support vi Documentation Feedback vi CHAPTER 1 Introduction 1 Solution Changes From Unified CVP Release 9.0(1) to 10.0(1) 2 Hardware and Software 2 Supported Third-Party Software 2 Transport Layer Security (TLS) 3 Unified CVP Solution Components 3 Unified CVP Server 3 Unified CVP Operations Console 4 Unified CVP Reporting Server (Optional) 4 Unified Call Studio 5 Automatic Speech Recognition/Text-to-Speech Server (Optional) 5 Load Balancer 6 Cisco PGW Softswitch Support (Optional) 6 Cisco Gateways 7 Cisco Unified Border Element 9 Cisco Unified Contact Center Enterprise/ Cisco Unified Communications Manager 10 Cisco Unified SIP Proxy 10 Video Components (Optional) 10 Java Runtime Environment Minor Update 10 iii

4 Contents iv

5 Preface About This Document, page v Audience, page v Related Documentation, page v Support, page vi Documentation Feedback, page vi About This Document The Hardware and System Software Specification for Cisco Unified Customer Voice Portal document provides the following information: Solution changes from earlier release to the new release. Hardware and software requirements of supported third-party software and Cisco Unified Customer Voice Portal (CVP) solution components. Audience This guide is intended for managers, Unified CVP system managers, Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)/ Cisco Unified Intelligent Management Hosted (Unified ICMH) system managers, VoIP technical experts, and IVR application developers. Related Documentation Table 1: Related Documentation for Hardware and System Software Specification Document Name Link Configuration Guide for Cisco Unified Customer Voice Portal installation_and_configuration_guides_list.html v

6 Support Preface Document Name Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Link installation_guides_list.html Support For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. Documentation Feedback Provide your comments about this document to: mailto:ccbu_docfeedback@cisco.com vi

7 CHAPTER 1 Introduction This document provides the recommended hardware and software specifications for Cisco Unified Customer Voice Portal (Unified CVP) Release 10.0(1). It provides platform hardware specifications and compatible third-party software version requirements across the major components of the Unified CVP solution. The Unified CVP product is scalable by design. Optimal sizing and component configuration for a given deployment will vary based on a number of factors, including agent capacity, call rate and call flow models, and other factors. You must consult with your Cisco Certified Partner or with Cisco World Wide Voice Practice / Advanced Services prior to a specific deployment selection. The hardware specifications supplied herein for CPU processing power, memory, disk storage and related parameters represent the system s minimum hardware requirements. The specifications as stated are those on which the Unified CVP product is qualified by Cisco prior to release. Using hardware with higher performance than recommended does not necessarily result in greater call handling capacity. The software versions that are referenced in this document represent the current supported versions for the Unified CVP 10.0(1) solution components. However, Cisco will continue to support customers who deployed ISN or Unified CVP systems using earlier supported versions. Information about previous supported versions can be found at list.html Solution Changes From Unified CVP Release 9.0(1) to 10.0(1), page 2 Hardware and Software, page 2 Supported Third-Party Software, page 2 Unified CVP Solution Components, page 3 Java Runtime Environment Minor Update, page 10 1

8 Solution Changes From Unified CVP Release 9.0(1) to 10.0(1) Introduction Solution Changes From Unified CVP Release 9.0(1) to 10.0(1) Table 2: Hardware and Software Specifications Changes From Unified CVP Release 9.0(1) to 10.0(1) Feature MCS is not supported and is removed Tomcat is upgraded to JRE version is supported Call Studio is supported on Microsoft Windows 8 operating system Mozilla Firefox 24 Web browser is supported Date December 12, 2013 Hardware and Software Supported Third-Party Software Type Remote Administration Virus Protection Web Browser Product Windows Remote Desktop Windows Terminal Services (server administration only no Application GUI access) McAfee VirusScan Enterprise 8.8i Symantec Endpoint Protection 12.1 Trend Mico ServerProtect for Microsoft Windows/Novell NetWare 5.8 For Symantec Endpoint Protection 12.1, client installation packages with only Basic Protection for Server feature set are supported. Microsoft Internet Explorer 9.0 and Microsoft Internet Explorer 11.0 (Compatibility Mode enabled) Mozilla Firefox 24 or above 2

9 Introduction Transport Layer Security (TLS) Transport Layer Security (TLS) Unified CVP supports Transport Layer Security (TLS) V1, V1.1 and V1.2 for HTTPS communication with their web clients. Unified CVP Solution Components Table 3: Unified CVP Platform and Software Unified CVP Component/Task Unified CVP Server Unified Operations Console Platform Requirement See the Virtualization Wiki for Unified CVP. Unified Reporting Server Unified Call Studio Virtualized Platform 2 GB+ RAM Microsoft Windows compatible (XP Service Pack2, Windows 7, Windows 8.1) Cisco Unified Computing System (UCS) B-Series and C-Series See the open virtualization archive (OVA) template. Unified CVP Server Operating System Microsoft Windows Server 2008 R2 Standard Edition and Enterprise To apply the latest Operating System Service Upgrade Release, go to Microsoft upgrade website. 3

10 Unified CVP Operations Console Introduction Additional Items Restriction A minimum of 10 MB should be available for Unified CVP system media files. Cisco provides.wav files for numbers, days, months, currency types, and so on in American English and Latin American Spanish Any additional media files will require additional space. Media Server can co-reside with the Call Server, VXML Server, or a combination of both on the same physical machine. For more information, see Design Guide for Cisco Unified Customer Voice Portal. On Windows platforms, Call Servers require that Simple Network Management Protocol and WMI Windows Installer Provider be installed. Although supported third-party virus scan software can be enabled on the Call Server, full fixed disk virus scans should take place either offline while calls have been diverted to a different system (preferred), or during a period of low call volume. Do not run a full fixed disk scan while the Call Server is under load. Unified CVP Operations Console Operating System Microsoft Windows Server 2008 R2 Standard and Enterprise To apply the latest Operating System Service Upgrade Release, go to the Microsoft upgrade web site. Unified CVP Reporting Server (Optional) Operating System Microsoft Windows Server 2008 R2 Standard and Enterprise 4

11 Introduction Unified Call Studio Restriction Although supported third-party virus scan software can be enabled on the Reporting Server, full fixed disk virus scans should take place either offline while calls have been diverted to a different system (preferred), or during a period of low call volume. Do not run a full fixed disk scan while the Reporting Server is under load. Unified Call Studio Supported Hardware Operating System 2GB+ RAM required Windows Compatible Microsoft Windows 7 and Microsoft Windows 8.1 Automatic Speech Recognition/Text-to-Speech Server (Optional) This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/ Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP. Table 4: Automatic Speech Recognition/Text-to-Speech Server Nuance Software Unified CVP 10.0(1) has been tested for interoperability with the following Nuance components: For NR10 - Nuance Recognizer , Voice pack for Nuance Recognizer , Nuance Vocalizer 6.0.1, Voice pack for Nuance Vocalizer 6.0.1, Nuance Speech Server For NR9 - Nuance Vocalizer 5.0.7, Nuance Recognizer , Nuance Speech Server Operating System Contact Nuance support for compatibility of later dot release of Nuance components with Unified CVP. Use vendor-recommended operating system software. 5

12 Load Balancer Introduction Load Balancer Table 5: Load Balancer Supported Hardware Supported Software Cisco Application Control Engine 4710 Appliance Series A4(2.0) The Unified CVP solution components recommend the use of Load Balancers to provide load distribution and high availability for HTTP, HTTPS, and MRCP traffic. This provides the capability to load balance the rendition of the vxml pages between gateways and VXML server. It also fetches the media files for IVR scripts execution from media servers. The Unified CVP supports any third-party Load Balancer possessing the following features: Both SSL offloading and SSL pass through has to be supported Load Balancer High Availability Session stickiness should not be mandatory Persistence - cookie-insert Distribution algo - Round-robin The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations: For BIG-IP F5 refer to, For Citrix NetScalar 1000v refer to, Cisco PGW Softswitch Support (Optional) Table 6: Cisco PGW Softswitch Supported Hardware Hardware that supports PGW 9.8(1). See Cisco PGW 2200 Softswitch Hardware Installation Guide 6

13 Introduction Cisco Gateways Supported Software Restrictions PGW 9.8(1) S9P9. See products/hw/vcallcon/ps2027/prod_release_notes_ list.html PGW 2200 Softswitch Release 9.8(1) is qualified to be used with CVP using the SIP protocol. Media Gateway used with Cisco PGW 2200 Softswitch Hardware Options Software Options AS5350XM, AS5400XM AS5350XM and AS5400XM (1)T or later T releases Cisco Gateways Hardware Options 18xx, 28xx, 29xx, 38xx, 39xx, 39xxE, AS5350XM, AS5400XM AS5350XM with AS5X-FC High Density Voice Cards, AS5400XM with AS5X-FC High Density Voice Card, 4321, 4331, 4351, 4431, Software Options Hardware Model AS5350XM AS5400XM ISR G1 18xx, 28xx, 38xx ISR G2 29xx, 39xx Version 15.1(4) M7* 15.0(1)M (1)M (4)M7* 15.1(4) M7* 15.2(4) M4** 15.2(4) M6 15.3(3) M3 15.4(3)M2 15.5(2)T1 15.5(3)M Software Feature Set IPPLUS IP Plus Enterprise Plus IPSec 3DES Advanced IP Services IP VOICE Universal 7

14 Cisco Gateways Introduction ISR G2 39xxE ISR G3 43xx (4321, 4331, 4351) ISR G3 44xx (4431, 4451) 15.1(4) M7* 15.2(4) M4** 15.2(4) M6 15.3(3) M3 15.4(3)M2 15.5(2)T1 15.5(3)M IOS XE 3.13 IOS XE S* Universal Universal *There is an outstanding defect for IOS XE S. For more information see the defect details for CSCuv ISR G3 gateways do not have a built-in Voice-XML (VXML) browser. Therefore, deploying the ISR G3 ingress gateway with Unified CVP requires the use of a separate ISR G2 gateway to provide the VXML browser. Support of the ISR G3 gateways with Unified CCE Outbound Option with Call Progress Analysis requires Unified CCE version 10.5(2) or later. Poodle Vulnerability issues has been fixed on IOS Gateway 15.0(1)M1.2, 15.1(4) M7, 15.2(4) M4, and 15.3(3) M3 versions. *Unified CVP is also compatible with IOS 15.1(4) M3. However, if you are using IOS 15.1(4) M3 you will likely hit defect CSCtt38880 in UDP scenarios. It is recommended to use IOS 15.1(4) M7, as the defect has been fixed in IOS 15.1(4) M7. **Agent greeting is not played for IOS Gateway 15.2(4) M2, 15.2(4) M3, and 15.2(4) M4 versions. For details, see defect CSCue IOS Versioning Cisco IOS image is versioned as follows: Example: In IOS 15.1(4) M3 or 15.1(4) T1: 15.1 is the version number. (4) is the release number. M is the Mainline (M) train. T is the Technology (T) train. 8

15 Introduction Cisco Unified Border Element Increment in the release number after M or T refers to additional bug fixes, and increment in the release number before M or T refers to the different trees of IOS. Unified CVP supports the listed IOS release trains and their later M or T trains respectively. The 15.1(4) M3 or later release means that the IOS release such as 15.1(4) M4, 15.1(4) M7 are also supported, but lower versions such as 15.1(4) M1 and 15.1(4) M2 are not supported. Cisco Unified Border Element Platform ASR1001-X ASR1002-X ASR1004 with RP2 ASR1006 with RP2 Supported CUBE Software Version IOS XE 3.7.0S* IOS XE S* IOS XE S* IOS XE S** IOS XE S **There is an outstanding defect for IOS XE S. For more information see the defect details for CSCuv *The Cisco Unified Border Element IOS XE software minor versions 3.10.xS (such as S) are also supported. Do not use IOS XE for CUBE deployments as you will likely encounter defect CSCuu Platform ISR Software Version 15.1(4) M7 15.2(4) M4 15.3(3) M3 15.4(3) M2 15.5(2) T1 15.5(3) M 9

16 Cisco Unified Contact Center Enterprise/ Cisco Unified Communications Manager Introduction The Cisco Unified CVP provides the flexibility to add, modify, remove or deploy Unified CVP in many scenarios to facilitate interoperability with third-party devices. Not all SIP service providers support advanced features such as REFER, 302 Redirect Messages, DTMF-based take-back-and-transfer, or data transport (UUI, GTD, NSS, etc). Please verify before planning on deploying these capabilities. Refer to the interoperability note available at the following location for information on the interoperability support for SBC when deployed in place of Cisco CUBE. / Do not use IOS 15.3(3)M6 for CUBE deployments as you will likely encounter defect CSCuu Cisco Unified Contact Center Enterprise/ Cisco Unified Communications Manager Compatible Version: For compatibility information for Cisco Unified Contact Center Enterprise, see the Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide. Cisco Unified SIP Proxy : Software supported : Cisco Unified SIP Proxy 8.5(x), 9.0(x) Video Components (Optional) This section provides information on Cisco components that can be used to provide optional Unified CVP Video capabilities, when deployed with Unified CVP 10.0(1). Table 7: Video Component Component Video in Queue Video Devices Supported /Comments Cisco Telepresence: CTS500-32, EX60, EX90 Java Runtime Environment Minor Update Use the JREUpdate.bat script to install a minor update of Java Runtime Environment (JRE) version on your Unified CVP Server. For example, you can install a minor update of JRE version 1.6.0_24 to 1.6.0_81. Download the JREUpdate.zip from the following location: release.html?mdfid= &softwareid= &release=10.5%281%29&relind=available&rellifecycle=&reltype=latest 10

17 Introduction Java Runtime Environment Minor Update For additional information on JRE minor update, see the Configuration Guide for Cisco Unified Customer Voice Portal. 11

18 Java Runtime Environment Minor Update Introduction 12