Multiple-NAM Setup and Configuration Guide for Cisco Unified ICM Hosted Release 8.0(1)

Transcription

1 Multiple-NAM Setup and Configuration Guide for Cisco Unified ICM Hosted Release 8.0(1) February 2010 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 UCBs 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. CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, ilynx, IOS, iphone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website 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. (0910R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Copyright 2010 Cisco Systems, Inc. All rights reserved.

3 Table of Contents Preface...1 Purpose...1 Audience...1 Organization...1 Related Documentation...2 Product Naming Conventions...3 Conventions...3 Obtaining Documentation and Submitting a Service Request...4 Documentation Feedback Introduction...7 Multiple-NAM Feature Overview...7 The Network Provisioning Platform...9 Benefits of the Multiple-NAM Feature...11 Supported Configurations...12 Software Requirements Single NAM/Multiple-NAM Comparison...15 Multiple-NAM Functionality Considerations...15 Real Time Data Sharing...15 Multiple Databases...16 Central Controller Time...16 Interfaces...17 Signaling Network (NICs)...17 Gateways...22 Network Voice Response Units (VRUs)...29 Operational Differences...36 Administration & Data Server (ADS)...36 Configuration...37 Reporting...38 System Management Tools Multiple-NAM Installation and Configuration...39 Installing Unified ICMH Software on NPPs...40 Creating an Instance...40 Creating the NPP Logger Database...41 Setting up the Administration & Data Server...42 Installing a PG Without a PIM...42 NPP Configuration Procedures...42 Configuring the PG...43 Configuring Application Gateways...43 Installing Unified ICMH Software on Slave NAMs...47 Creating an Instance...47 Setting Up the Slave NAM Logger...48 Setting up the Slave NAM Logger Database...49 Installing Slave NAM Router NICs and PGs...50 Installing Unified ICMH Software on CICMs...50 Setting up INCRP NICs Optional Configuration Procedures...53 i

4 Configuring SQL Gateways...53 Single NAM Configuration...53 Multiple-NAM Configuration...55 Configuring VRU Labels...55 How to configure a VRU label Upgrading Procedures...57 Upgrading a Single NAM System to a Multiple-NAM System...57 Upgrading Existing NAMs If Necessary...59 Setting Up Provisioning NAMs...59 Setting up New NAM 2A...60 Setting up New NAM 1B...60 Editing Application Gateways for Multiple NAMs...61 Suspend Configuration Changes...64 Disable the Side B NAM...65 Update Host and PTR Records on NAM-related DNS Servers...65 Add INCRP NICs...65 Rename Machines...66 Complete NAM 2B Setup...67 Synchronize the Databases...67 Complete NAM A Setup...68 Software Upgrades on a Multiple-NAM System...69 Software upgrade procedure...69 Index...71 ii

5 List of Figures Figure 1: An Example Multiple-NAM Configuration...8 Figure 2: Slave NAM System Components...8 Figure 3: The Network Provisioning Platform...9 Figure 4: NPP System Components...10 Figure 5: STPs Can Evenly Load Balance Over n-1 NAM...19 Figure 6: Signaling Link Capacity to NAM Sides...20 Figure 7: Gatekeeper Configuration with Single NAM System...21 Figure 8: Gatekeeper Configuration with Multiple NAMs...22 Figure 9: INCRP Links in a Single NAM System...23 Figure 10: INCRP Links in a Multiple-NAM System with Two NAMs...24 Figure 11: Application Gateway Side A Definition for CICM Connections on Multiple NAMs...24 Figure 12: Application Gateway Side B Definition for CICM Connections on Multiple NAMs...25 Figure 13: Application Gateway Configuration for Multiple NAMs...26 Figure 14: Using the Percent Allocation Node...27 Figure 15: SQL Gateway Configuration...27 Figure 16: Default SQL Gateway Connection for Multiple NAMs (Undesirable Solution)...28 Figure 17: Hosts File Name Resolution to Local SQL Servers (Recommended Solution)...28 Figure 18: Sharing VRU Capacity Over Multiple NAMs With VRUs That Support Multiple PGs...29 Figure 19: Sharing VRU Capacity Over Multiple NAMs With VRUs That Support a Single PG...30 Figure 20: Mixed Configuration...31 Figure 21: The Network ICM Instance Field in the Label List Tool...32 Figure 22: VRU Uses the NAM-Specific Network VRU Label to Determine Which NAM to Contact About The Call.32 Figure 23: Network Uses the NAM-Specific Network VRU Label to Send the Call to the Correct VRU...33 Figure 24: Translation Route Explorer with Multiple Labels Per Route...34 Figure 25: ISN Configuration with Multiple NAMs; Dedicated ISNs Per NAM...35 Figure 26: Example Multiple-NAM Configuration...39 Figure 27: NAM Properties...41 Figure 28: Router Properties...42 Figure 29: Slave NAMs and CICMs...43 Figure 30: Application Gateway List...44 Figure 31: Enter NAM Addresses...45 Figure 32: Enter NAM Addresses...46 Figure 33: NAM Properties...48 iii

6 Figure 34: Router Properties...49 Figure 35: INCRP NIC Properties...51 Figure 36: SQL Gateways in Single NAM Configuration...54 Figure 37: SQL Gateways in Multiple-NAM Configuration...55 Figure 38: Attributes tab...56 Figure 39: Existing Single NAM Configuration...58 Figure 40: New Multiple-NAM Configuration...58 Figure 41: Configuration After Adding New Systems...61 Figure 42: Application Gateway List...62 Figure 43: Enter NAM Addresses...62 Figure 44: Existing Single NAM Configuration...63 Figure 45: Configuration After Traffic Redirection and NAM B Shutdown...65 Figure 46: INCRP NIC Properties s...66 Figure 47: Configuration After System Renaming...67 Figure 48: Configuration After Isolating NAM A...68 Figure 49: NAM Properties...69 iv

7 Preface Purpose This manual describes the Multiple-NAM feature of the Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) product. It provides an overview of this feature, discusses differences between traditional standalone NAM configurations and a Multiple-NAM configuration, lists and describes Multiple-NAM-specific installation and configuration considerations, and describes how to perform upgrade procedures in a Multiple-NAM environment. Note: In addition to this manual, you must also have copies of the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted and the Setup and Configuration Guide for Cisco Unified ICM Hosted in order to successfully complete Multiple-NAM installation and configuration. Audience This document is intended for managers and administrators working in a network service provider environment. Readers of this manual should already have a general understanding of the Unified ICMH product, as discussed in the Product Description Guide for Cisco Unified ICM Hosted. Readers should be familiar with general Unified ICMH and Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) installation and setup procedures. Organization The manual is divided into the following chapters: 1

8 Related Documentation Preface Chapter Chapter 1, "Introduction" (page 7) Chapter 2, Single NAM/Multiple-NAM Comparison (page 12) Chapter 3, Multiple-NAM Installation and Configuration (page 39) Chapter 4, Optional Configuration Procedures (page 53) Chapter 5, Upgrading Procedures" (page 57) Description Provides an overview of the Multiple-NAM feature. Summarizes functionality and operational differences between a Single NAM configuration and a Multiple-NAM configuration. Discusses installation and configuration considerations for Unified ICMH systems that will be part of a Multiple-NAM configuration. Provides instructions for optional Multiple-NAM configuration tasks. Provides instructions for upgrading from Single to Multiple-NAM configurations and for performing software upgrades on a Multiple-NAM configuration. Related Documentation Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: default.html. Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools. For documentation for these Cisco Unified Contact Center Products, go to click Voice and Unified Communications, then click Customer Contact, then click Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, then click the product/option you are interested in. For troubleshooting tips for these Cisco Unified Contact Center Products, go to docwiki.cisco.com/wiki/category:troubleshooting, then click the product/option you are interested in. Documentation for Cisco Unified Communications Manager is accessible from: Technical Support documentation and tools are accessible from: US/support/index.html. The Product Alert tool is accessible from (login required): Support/FieldNoticeTool/field-notice. For information on the Cisco software support methodology, refer to Software Release and Support Methodology: ICM/IPCC available at (login required): US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html. 2

9 Preface Product Naming Conventions For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact Center Product and System Localization Matrix available at the bottom of the following page: / Product Naming Conventions In this release, the product names defined in the table below have changed. The New Name (long version) is reserved for the first instance of that product name and in all headings. The New Name (short version) is used for subsequent instances of the product name. Note: This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use. Old Product Name Cisco IPCC Enterprise Edition New Name (long version) Cisco Unified Contact Center Enterprise Cisco System IPCC Enterprise Edition Cisco Unified System Contact Center Enterprise Cisco IPCC Hosted Edition Cisco Intelligent Contact Management (ICM) Enterprise Edition Cisco Intelligent Contact Management (ICM) Hosted Edition Cisco CallManager/Cisco Unified CallManager Cisco Unified Contact Center Hosted Cisco Unified Intelligent Contact Management Enterprise Cisco Unified Intelligent Contact Management Hosted Cisco Unified Communications Manager New Name (short version) Unified CCE Unified SCCE Note: Cisco Unified System Contact Center Enterprise (Unified SCCE) is supported in 8.0(1); however, there is not a separate 8.0(1) version. If you request features that are in 8.0(1), you must migrate to the Unified ICM/CCE/CCH software. Full migration information is documented in the Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. Unified CCH Unified ICME Unified ICMH Unified CM Conventions This manual uses the following conventions: 3

10 Obtaining Documentation and Submitting a Service Request Preface 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; for example: A skill group is a collection of agents who share similar skills. For emphasis; for example: Do not use the numerical naming convention. A syntax value that the user must replace; for example: IF (condition, true-value, false-value) A book title; for example: Refer to the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays; for example: <html><title>cisco Systems,Inc. </ title></html> Navigational text when selecting menu options; for example: ICM Configuration Manager > Tools> Explorer Tools > Agent Explorer < > 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. Obtaining Documentation and Submitting a Service Request 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: 4

11 Preface Documentation Feedback 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 You can provide comments about this document by sending to the following address: mailto:ccbu_docfeedback@cisco.com We appreciate your comments. 5

12 Documentation Feedback Preface 6

13 Chapter 1 Introduction This chapter provides background information about the Cisco Multiple-NAM feature. It discusses the following topics: An overview of the Multiple-NAM feature An example of the Multiple-NAM configuration The Network Provisioning Platform (NPP) Benefits of the Multiple-NAM Feature Supported configurations This chapter contains the following topics: Multiple-NAM Feature Overview, page 7 Benefits of the Multiple-NAM Feature, page 11 Supported Configurations, page 12 Software Requirements, page 13 Multiple-NAM Feature Overview The Multiple-NAM feature is a Unified ICMH configuration option that allows two or three NAM platforms to run in parallel and act as a single NAM platform. Figure 1 (page 8) illustrates an example Multiple-NAM configuration. 7

14 Multiple-NAM Feature Overview Chapter 1: Introduction Figure 1: An Example Multiple-NAM Configuration Four principles are key to understanding the Multiple-NAM capabilities: Each Slave NAM denoted in Figure 1 (page 8) is identical to a traditional NAM platform. Each Slave NAM has its own hardware, the same Unified ICM/NAM software components, and the same processing power as a single NAM platform (see Figure 2 (page 8)). Figure 2: Slave NAM System Components The network ensures that the Slave NAMs operate in load balancing mode, sharing the total load between them. This allows a Multiple-NAM system with two Slave NAMs to handle twice as many calls as a single NAM. The Slave NAMs are completely independent NAM systems, as Figure 1 (page 8) suggests. If one Slave NAM in a Slave NAM pair fails, the other Slave NAM can continue to process calls. If the network links are set up so that the network stops sending route requests to a failing Slave NAM and redirects these requests to another Slave NAM, the total system will remain up and running. (In these circumstances, the capacity of the overall system is limited to what the surviving Slave NAMs can handle. 8

15 Chapter 1: Introduction Multiple-NAM Feature Overview From a system configuration point of view, multiple NAMs behave like a single system. The configuration of all individual Slave NAMs is done only once in one place and is kept in synch automatically. This provides a single provisioning interface and guarantees that one NAM can take over all system functionality in case the other NAMs become non-operational. The Network Provisioning Platform A key feature of the Multiple-NAM system is the Network Provisioning Platform (NPP). The NPP stores all configuration information for the Multiple-NAM system. All configuration changes are done on the NPP. The NPP automatically propagates the configuration changes to the NAMs. You need not perform manual changes on the individual NAMs directly. Figure 3: The Network Provisioning Platform The NPP is a full NAM system with a configuration that is completely identical to the configuration of each of the NAMs (Figure 4 (page 10)). 9

16 Multiple-NAM Feature Overview Chapter 1: Introduction Figure 4: NPP System Components The NPP configuration includes all configuration items, such as Dialed Numbers, Labels, Scripts, NICs, PGs and Gateways. The NPP never processes any calls; its only function is to hold the configuration database and to propagate configuration changes to the NAMs. The NPP configures only the NAMs. Any application modules (such as CICMs) that are connected are not configured through the NPP. Unified ICM configuration continues to be done in the same way as in a single NAM system: through an Administration and Data Server that hosts a CICM instance distributor. The NPP can be running with all components on a single server. The NPP is duplexed to mirror the duplexed configuration of the NAMs and therefore requires two servers. The server can be a low-end PC with sufficient memory to run all processes. The NPP only runs the following NAM services: Router Logger At least one PG. If there are no actual PGs in the configuration, you must define a PG with a Client Type of PG Generic. This is not a Multiple-NAM specific requirement, but a general NAM requirement. Note: The two sides of the NPP should be geographically distributed so that the NAM system can still be configured in case of an outage at a single location. 10

17 Chapter 1: Introduction Benefits of the Multiple-NAM Feature Configuration changes are made to the NPP using an ADS. As soon as a change is committed to the configuration database of the NPP the replication process replicates the change to all active NAMs. The NPP generates respective events and alarms for all errors and informational warnings due to a connection failure or NAM configuration update failures. In case of a configuration failure, the replication processes on the Slave NAM keep attempting to reestablish connection with the NPP and to execute all pending updates. Geographic Redundancy Consider a redundant system where each side consists of two NAMs and an NPP. In this system, each NPP is geographically separated from its Slave NAMs. Note that the long distance connections between the NPP and the NAMs only carry configuration data. These connections can be low capacity connections, as they have no critical latency requirements. Since the NAM pairs are local, the NAMs have local synchronization links. This configuration still offers full geographic redundancy, since the NAM system is up and running if at least one pair is up and running (in fact, even if only one side of one of the pairs is up and running). This statement is only true if the total NAM system capacity is dimensioned so that the system can handle the full production load if one of the NAMs is out of service. In a NAM system with two NAMs, this means that one NAM should be able to handle all calls. If so configured, this Slave NAM system offers full geographic redundancy without a Wide Area Network (WAN) synchronization link between the two locations. (However, a synchronization link is required between the NPPs.) Since the capacity requirements for synchronization links for a large NAM system can be substantial, this can be a significant advantage. Data Recording In a Multiple-NAM configuration, all call processing data that is normally recorded by the NAM (i.e., route call detail, termination call detail for VRU PGs, Routing Client aggregated data, and Application Gateway aggregated data) is recorded in the NAMs only. Each NAM records data only about the calls it processed itself. Since the NPP does not process any calls, it also does not record any call-based data. Thus in a Multiple-NAM system, there is no longer a single database holding all the data. This is discussed in somewhat more detail in Chapter 2 (page 15). Benefits of the Multiple-NAM Feature A Multiple-NAM configuration option provides several important operational benefits to service providers. These benefits are all based on the fact that individual NAMs are fully functional NAM systems in themselves, and that a Multiple-NAM system is up and running if at least one of its NAMs is up and running. The main benefits are: Simplified upgrade of NAM versions: Using multiple NAMs allows an Unified ICMH system to be upgraded to a new software version without down time. This is achieved by 11

18 Supported Configurations Chapter 1: Introduction upgrading the individual NAMs one by one, while the other(s) continue to process calls, either running the old or the new software version. Added call handling capacity: Using multiple NAMs in load sharing mode overcomes the call handling capacity limitations of a single NAM system. Although even a single NAM system can technically handle multiple hundreds of transactions per second on standard hardware, significantly larger transaction rates can be achieved by using multiple NAMs. Since multiple NAMs operate in load sharing mode, each additional NAM incrementally increases the processing capacity of the NAM system. Added degrees of software fault-tolerance: By having multiple NAMs the fault tolerance of the NAM system can be improved. The Multiple-NAM feature offers two levels of redundancy. The first level is a standard NAM feature, the second is added by the Multiple-NAM feature. Each NAM is a fault tolerant pair operating in synchronous execution mode. This is a standard NAM feature and applies to both single and Multiple-NAM architectures. Losing one side of the pair (i.e., Side A or Side B) will still render a fully functional system with no decrease in processing capacity. An Unified ICMH system consisting of multiple NAMs is fully functional if only one of the NAMs is up and running. Losing a NAM does impact the processing capacity of the surviving NAM systems. Since multiple NAMs work in load sharing mode, losing one means that the remaining NAMs need to take over the load that the lost NAM was carrying. By providing more capacity than required for peak hour processing, this adds another layer of redundancy to a NAM system. Simplified networking of central site systems: The Multiple-NAM feature allows the NAM system to run in a geographically redundant configuration. This is also possible with a single NAM system by geographically separating the two sides of the NAM pair. However, such a single NAM system has several disadvantages. It requires relatively large TCP/IP networking capacity between the two sides for real-time synchronization purposes. Also, the network propagation delays between the two sides add to the processing time of a route request in the NAM. Geographically separated NAMs can offer geographic redundancy as well, but do not need large WAN synchronization links and do not suffer from processing delays. Supported Configurations Cisco currently supports Multiple-NAM configurations that do not exceed the following limits: Maximum of 3 Slave NAMs (i.e., three duplexed NAM pairs). Maximum of 6 CICM complexes. A CICM complex is a set of hardware (typically 4 servers, side A and B Router and Logger) that runs a maximum of 25 Unified ICM instances. All CICM instances should be connected to all NAM systems. Total maximum of 75 Unified ICM instances on all CICMs in a given Multiple-NAM system, with no more than 25 instances on any one CICM. 12

19 Chapter 1: Introduction Software Requirements Software Requirements The NPP and all NAMs should be running ICM Version or later. In addition, the NPP and all NAMs should all be running the same software version, i.e. major and minor release. This ensures that the database schemas are the same, which enables the NPP to update the NAM s configuration. Note: It is strongly recommended to have the same service pack and hotfixes installed on all NAMs and on the Network Provisioning Platform. Not following this recommendation could lead to unpredictable results. It is allowed to have NAMs running on a different release for a brief period of time in order to facilitate software upgrades. During this period of time, the Network Provisioning Platform should not be running, and hence no configuration changes can be made during this time. See Chapter 5, Upgrading Procedures (page 57) for a description of software upgrade processes. 13

20 Software Requirements Chapter 1: Introduction 14

21 Chapter 2 Single NAM/Multiple-NAM Comparison This chapter provides a summary of functionality and operational differences between a Single NAM configuration and a Multiple-NAM configuration. It discusses the following topics: Functionality limitations that are not applicable to a Single NAM configuration but are present in a Multiple-NAM configuration. Effects of a Multiple-NAM configuration on the interfaces to various external resources. Operational differences for Unified ICM system components in a Single NAM configuration and in a Multiple-NAM configuration. This chapter contains the following topics: Multiple-NAM Functionality Considerations, page 15 Interfaces, page 17 Operational Differences, page 36 Multiple-NAM Functionality Considerations This section describes any considerations or changes in functionality in a Multiple-NAM system compared to a Single NAM system. Real Time Data Sharing NAMs in a Multiple-NAM configuration do not share any real time status data between them, as do NAM sides of a pair in a Single NAM configuration. Consider the following cases: Call center agent applications rely on real time status of customer resources. The solution is to run these applications on an Unified ICM or Advanced Services Unified ICM. Unified ICM are designed to handle real time status data. The NAM is only intended and licensed to 15

22 Multiple-NAM Functionality Considerations Chapter 2: Single NAM/Multiple-NAM Comparison handle service provider generic call routing. One of the tasks of the NAM is to forward route requests to a specific Unified ICM, Advanced Services Unified ICM or other application module where the real time data resides. Another application that relies on real time status data is a resource control function, when call routing is dependent on certain resources that are either available or in use. Limiting the number of simultaneous VRU ports that a single customer can use for prompting and queuing is an example of this type of application. There are two solutions to this limitation: All calls related to a set of real time statistics need to be handled by a single NAM. It is the responsibility of the network to make sure that all calls that rely on the same set of status data are being handled by the same NAM. The resource control function is limited to a local scope. In some cases this solution makes sense, particularly if the resource is local to the NAM. The section Network Voice Response Units (VRUs) describes network-hosted IVR configurations where each NAM has its own IVR system, in which case the VRU resource control function should be local to the NAM. Multiple Databases Each NAM maintains its own database with call processing data. This implies that NAM-based reporting functions have to take information from multiple databases into account. The NAM reporting tools have no explicit support for handling multiple databases. However, the normal NAM reporting tools still function, allowing you to report individually on each NAM even from a single workstation. Real time and historic reporting can still be done using the standard ADS reporting tool WebView. Standard database tools can be used to extract, integrate, and aggregate data from Multiple-NAM databases. See the section Reporting (page 38) for more details on how to use the standard NAM reporting tools in a Multiple-NAM environment. There is a specific implication for the real time script monitoring functions of the Script Editor. Scripting is done on the NPP, but since the NPP is not processing calls, the script monitoring function will not show any real time call processing data. However, you can use the Script Editor to monitor scripts on the individual NAMs. Central Controller Time The Central Controller Time of all systems in a Multiple-NAM configuration needs to be set identical. Even if the NAMs are geographically in different time zones, the Windows system time (which is the NAM central controller time) needs to be set to the same time zone. This ensures that time dependent functions such as reporting, time of day routing, and script scheduling are executed identically on all NAMs. 16

23 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Interfaces This section describes the impact of having multiple NAMs on NAM interfaces to the following external resources: Networks, through NICs CICMs, through Unified ICM Gateways External applications and databases, through Application Gateway and SQL Gateway Network VRU, through VRU PGs Signaling Network (NICs) Each NAM has its own NIC(s) to connect the voice network(s). It is the responsibility of the network to distribute route requests over the NAMs; the Multiple-NAM system itself has no functionality to support this. How the distribution function is implemented by the network depends on the type of network and signaling being used. The following three subsections respectively describe generic requirements on network signaling independent of the network type, some specific considerations for SS7-based signaling networks, and Voice Over IP (VoIP) network interfaces using the Cisco gatekeeper. Network Independent Requirements The requirements on the network signaling are as follows: Under normal operation, load balance route requests evenly over multiple NAMs. In case a NAM fails or signaling links to a NAM fail, the network is responsible for redirecting signaling traffic to other NAMs. To support software upgrades and other maintenance, the network should be able to, under manual control, move signaling traffic away from one NAM and distribute it over other NAMs, so that a NAM can be taken out of service gracefully. In case the NAMs use any application that requires real time status information (see the section Real Time Data Sharing ), the network needs to guarantee that all signaling traffic from related calls is handled by the same NAM. In order to achieve the full benefits offered by the Multiple-NAM system, consider the following sizing requirements when designing a solution: 17

24 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Total System Capacity First, determine how much overcapacity the NAM system needs to have. The total NAM system capacity is simply the sum of the capacity of the NAMs. It is recommended and assumed that all NAMs are designed to have equal throughput capacity. The minimal approach would be when the required peak hour system capacity is equal to the total NAM system capacity. Even in this case, there is still redundancy in the system, since each NAM is a redundant pair. If one side of each NAM should fail, the system would still have 100% of its capacity. However, if one NAM should fail completely (or the signaling links to one NAM should fail completely), the system capacity would be reduced by 100/N%, where N is the number of NAMs. If the sides of each NAM pair are in the same physical location, this design does not have geographical redundancy. If the sides of each NAM are geographically separated this design does have full geographical redundancy. An approach that offers a higher level of redundancy is where the required peak hour system capacity is (N-1)/N of the total NAM system capacity, where N is the number of NAMs. This allows for one NAM to fail completely (or the signaling links to one NAM to fail), while the remaining 1 NAMs can still handle the required peak hour capacity. For example, if there are 3 NAMs capable of handling 300 calls per second (cps) each, the total system capacity is 900 cps. If the required peak hour system capacity is 600 cps, one NAM can fail completely, while the other 2 NAMs can still handle the 600 cps. If the NAMs use network VRUs the VRU design is of particular importance, since a NAM outage might cause the loss of some VRU capacity as well, depending on the VRU configuration. See the section Network Voice Response Units (VRUs) for details. In this case, geographic redundancy can be achieved even when both sides of the NAM pairs are in the same location by having the NAMs themselves in multiple locations. SS7 Network Requirements Note: This section only describes some high-level design criteria for SS7 signaling links. This section does not address SS7 Gateway design and architecture. Signaling Links to NAM Each NAM should preferably be connected to all Service Transfer Points (STPs) or Service Switching Points (SSPs) in a TDM network, so that any NAM can take signaling traffic from any originating device in the network. In case of an outage, the load can be spread evenly over the remaining NAMs. In case of three NAMs or three STPs/SSPs these requirements might be relaxed to form network zones that are each supported by at least two NAMs. This relaxation may have an impact on the remaining total system capacity in case of a NAM failure. In order to maintain 100% of the required peak hour system capacity available while one NAM is out of service, two requirements must be met: 18

25 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces The signaling links from an STP/SSP to a NAM should at least be able to carry 100/(N-1)% of the peak hour signaling traffic from that STP/SSP, where n is the number of NAMs to which the STP/SSP is connected. If a NAM is out of service, the remaining NAMs that an affected STP/SSP is connected to should still have sufficient capacity to process the full call load from that STP/SSP. If one NAM goes down, the other NAMs takes the load of the failed NAM, depending on the current load. Figure 5 (page 19) illustrates this scenario. In the figure there is sufficient NAM system capacity to handle the total designed call load of 600 cps with 2 of the 3 NAMs operational. Each STP is connected to 2 NAMs and all signaling links can handle the 225 cps call load for each STP. In Figure 5 (page 19) each STP is connected to only 2 NAMs, but with proper load distribution the call load can be shifted so that each NAM handles the required 300 cps in case of a NAM failure. Figure 5: STPs Can Evenly Load Balance Over n-1 NAM Signaling Links to NAM Sides Each of the NAMs is a redundant pair. Each of the sides of the NAM pair should be receiving the full signaling traffic for the NAM. This ensures that in case of a loss of one NAM side, the other side still receives all signaling traffic. Figure 6 (page 21) illustrates the required capacity for a NAM pair in the example of Figure 6 (page 21): each NAM has a cps signaling link to two STPs. In fact this means that each NAM side has a cps signaling link to each STP. 19

26 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 6: Signaling Link Capacity to NAM Sides Gatekeeper Interface Requirements The NAM can handle route requests from a Cisco gatekeeper using the GKTMP interface. Single NAM Configuration In a single NAM configuration each gatekeeper has two GKTMP interfaces defined, one to each NAM side. One interface (side) has a higher priority than the other and handles all traffic under normal circumstances. If that side fails, the next priority interface is the second side that will take over all traffic. If there are multiple gatekeepers, half of them should have NAM side A as the highest priority side, and the other half should have side B as the highest priority side. See Figure 7 (page 21). 20

27 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 7: Gatekeeper Configuration with Single NAM System Multiple-NAM Configuration In a Multiple-NAM configuration, each gatekeeper needs to have a GKTMP interface to both sides of at least two NAMs (four interfaces in total, see Figure 8 (page 22)). The two interfaces to the primary NAM have the highest and second highest priority. The failover between both sides of the NAM pair is the same as in the single NAM case: if the primary interface or NAM side fails, the secondary interface will communicate with the other NAM side. If the NAM (or connections to it) fail completely, the third highest priority interface takes over and sends the route requests to one side of the other NAM. If the primary side of that NAM fails, the fourth highest interface will send the route request to the remaining NAM side. The load balancing over the NAMs is achieved by having the different gatekeepers use different NAMs and sides as primary connections (highest priority interface). This configuration ensures the following: If a NAM side fails, the gatekeepers that were sending requests to that side send their requests to the other side of the same NAM. If a complete NAM fails, the gatekeepers that were sending route requests to that NAM send their requests to another NAM and spread their load over the sides of the other NAM. If there are more than two NAMs it would typically be sufficient to have each gatekeeper connect to only two NAMs (four interfaces), although an additional NAM could be connected as well, using fifth, sixth, and following priorities. 21

28 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 8: Gatekeeper Configuration with Multiple NAMs Gateways This section discusses Multiple-NAM specific considerations for the following gateways: ICM Gateway CICM replication Application Gateway SQL Gateway ICM Gateway The ICM gateway is the NAM s connection to the Unified ICM and Advanced Services ICM application modules. Single NAM Configuration In a single NAM system, Unified ICMs or Advanced Services ICMs (typically running on one or more shared hardware platforms) connect to the NAM using the INCRP (Intelligent Network Call Routing Protocol) protocol. This communication is controlled by processes on both sides. The Unified ICM has an INCRP NIC, whereas the NAM has an ICM Gateway process. Since both Unified ICM and NAM are implemented as pairs, both A and B side INCRP NICs are typically fully cross connected to both A and B side ICM Gateways. Also typically the A and B sides are geographically separated. See Figure 9 (page 23). 22

29 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 9: INCRP Links in a Single NAM System In order to prevent significant amounts of signaling traffic between the two locations, each NAM side has a preferred Unified ICM side to communicate to. This should be set so that under normal operation signaling traffic is sent to the local side of the Unified ICM pair (thick lines in Figure 9 (page 23)). Figure 9 (page 23) also shows the synchronization links between the systems. Multiple-NAM Configuration In a Multiple-NAM system this configuration changes considerably. The NAMs can be assumed to be local pairs, whereas the CICM configuration does not differ from the single NAM configuration (to retain geographic redundancy). Each Unified ICM needs to be connected to each NAM pair. From an Unified ICM point of view it is simply connected to two or more NAM pairs, just as an Unified ICM can be connected to two or more separate NAMs or other networks. This means that the Unified ICM has an INCRP connection to every NAM. 23

30 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 10: INCRP Links in a Multiple-NAM System with Two NAMs In a Multiple-NAM system each NAM has its own preferred Unified ICM side to communicate to. In Figure 10 (page 24), Slave NAMs 1A and 1B both prefer to communicate with Unified ICM side A, whereas Slave NAMs 2A and 2B both prefer to communicate with Unified ICM side B (thick lines in Figure 10 (page 24)). Note that in this case the configuration for the NAMs is not identical (Slave NAMs 1A and 1B have preferred side A, whereas Slave NAMs 2A and 2B have preferred side B). This is implemented by allowing the preferred side to be set for each NAM in the Application Gateway definition on the NAM. See Figure 11 (page 24). Figure 11: Application Gateway Side A Definition for CICM Connections on Multiple NAMs 24

31 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 12: Application Gateway Side B Definition for CICM Connections on Multiple NAMs CICM Configuration and Replication Certain Unified ICM configuration elements, such as dialed numbers and labels, are associated with a particular routing client. Since all NAMs can share the same INCRP routing client on the CICM, the CICM configuration elements that are associated with a routing client need to be configured only once, just as in a single NAM system. There is a process called CICM Replication that replicates certain configuration elements from a NAM system to connected Unified ICM systems. CICM Replication works both in a single and in a Multiple-NAM environment. In a Multiple-NAM environment the CICM Replication process is activated on the Network Provisioning Platform. CICM Replication overcomes the requirement of double provisioning of certain configuration items like dialed numbers and destination labels in both the NPP and the CICMs. These items are defined once in the NPP while the CICM Replication process will automatically replicate this data to the associated CICM configuration database. Application Gateway Each NAM has its own Application Gateways. Since it is highly undesirable to have the Application Gateways configured identically on each NAM, the Multiple-NAM feature allows Application Gateways to be configured differently for each NAM in a Multiple-NAM system. 25

32 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 13: Application Gateway Configuration for Multiple NAMs In case multiple external application servers are required to handle the call load of all NAMs, the NAM system becomes responsible for load balancing over the multiple servers. Load balancing can be achieved in two ways: The balancing can be achieved in two ways: Use the NAM resilience mechanism to alternate messages to two instances of the external application, by having each NAM A and B side respectively address an A and a B instance of the external application. This is a very limited form of load sharing, since it only supports two instances (IP addresses) of the external application. Note that in case of a failure of a NAM side, the full load will have to be carried by one instance of the external application. The NAM can load balance over multiple external applications using standard Script Editor capabilities, such as Percent Allocation or Route Select. See Figure 14 (page 27) for a simple example of using the Percent Allocation Node. 26

33 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 14: Using the Percent Allocation Node In case multiple messages per call (e.g. a read and a write operation) need to be directed to the same instance of the external application, the script needs to take care of that explicitly. SQL Gateway When using SQL Gateway to connect to a SQL database in a single NAM systems, each NAM side will connect to its own SQL database. This is configured in the NAM by providing the SQL server machine name or IP address for each NAM side (Figure 15 (page 27)). Figure 15: SQL Gateway Configuration In a multiple NAM systems the default behavior will be that each NAM A side connects to the same SQL Server database and each NAM B side connects to another SQL Server database (Figure 16 (page 28)). This is an undesirable situation, when the NAM systems are 27

34 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison geographically distributed: some NAM sides reach the database server over a WAN connection. This behavior also does not allow each NAM to have its own database. Figure 16: Default SQL Gateway Connection for Multiple NAMs (Undesirable Solution) Since this is an undesirable behavior, and the NAM does not provide an elegant configuration solution for this problem (as is available for Application Gateways), an external solution must be used. The solution is to have the different NAM systems resolve the SQL Server machine name to different IP addresses. This can be done using local DNS servers, but the easiest solution is to use the local NAM hosts file to resolve the SQL Server machine name locally (Figure 17 (page 28)). Figure 17: Hosts File Name Resolution to Local SQL Servers (Recommended Solution) In case multiple SQL Servers are required to handle the call load of all NAMs, the NAM system becomes responsible for load balancing over the multiple servers. The same mechanisms as described for the Application Gateway apply. 28

35 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Network Voice Response Units (VRUs) Voice Response Units (VRUs) are connected to a NAM platform through Peripheral Gateways. The two main principles that determine how Network VRUs are handled in a Multiple-NAM environment are: A VRU PG is connected to a single NAM (pair). A NAM is not aware of the other NAMs or of VRUs connected to other NAMs. This implies that if a NAM routes a call to a Network VRU, it needs to make sure that the call ends up in a Network VRU that is connected to that NAM. Each NAM has an identical configuration of VRU PGs, since all NAMs have an identical configuration. This implies that all NAMs have to be connected to an identical set of Network VRUs. Given these principles, it is recommended to set up VRU systems in such a way that all NAMs are connected to (equal parts of) the VRU system and that all VRUs are capable of handling all applications or call types. Even though all NAMs are configured identically not all VRU PGs have to exist on all NAMs. It is strongly recommended to have a completely symmetrical architecture so that each NAM can fully take over the applications of other NAMs. The VRU system in Figure 18 (page 29) is connected to both NAMs. This is a possible architecture if a single VRU system supports multiple PGs. In this case the VRU has to determine, for each call that arrives, which NAM to communicate with. Figure 18: Sharing VRU Capacity Over Multiple NAMs With VRUs That Support Multiple PGs If a VRU system does not allow for more than one PG, than each NAM should have its dedicated VRU. See Figure 18 (page 29). 29

36 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 19: Sharing VRU Capacity Over Multiple NAMs With VRUs That Support a Single PG The configuration in Figure 18 (page 29) offers more flexibility, since all VRU ports are part of a single pool and can be shared by all calls. In the Figure 19 (page 30) configuration the Slave NAM A VRU could run out of ports while the NAM B VRU still has free ports (if calls on Slave NAM A happen to use more ports). This factor is particularly important, since the Figure 18 (page 29) solution provides much better redundancy. In case of a NAM failure in the Figure 18 (page 29) configuration, all VRU capacity can still be used by the other NAM. In case of a partial VRU failure both NAMs can still process calls using whatever VRU capacity is left. In case of a NAM failure all VRU capacity is still available to the remaining NAM. In the configuration of Figure 19 (page 30)with each VRU connected to only one NAM, a VRU failure means that one NAM loses all its VRU capacity and is effectively out of service for call types that require a VRU. A NAM failure means that its VRU capacity can no longer be used, thereby effectively taking that VRU out of service as well. The Figure 18 (page 29) architecture has a drawback as well: the VRU needs to be connected to all NAMs. So, if the number of PGs a VRU can support is limited, this architecture might limit further expansion of the number of NAMs. Of course mixed configurations are possible where multiple VRUs connect to multiple NAMs, but not necessarily to all NAMs, as long as all NAMs have access to identically configured VRUs of equal capacity. See Figure 20 (page 31)for an example. 30

37 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 20: Mixed Configuration The VRU can perform two functions: Either it is a Network VRU that is just connected to a call for prompting and queuing while the call is still under control of another routing client (typically a NIC). Or, it is a Network VRU that functions as a Service Node, in which case the call is first delivered to the VRU and the VRU will report the call to the NAM. In this case the VRU functions as a routing client. Each of these two scenarios has some specific requirements that are discussed in the following two sections. Network VRU Under Control of Another Routing Client The routing client routes a call to a Network VRU. For VRU types 3, 5 or 7, an (explicit or implicit) SendToVRU node is used in the script. (Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, for an explanation of the VRU types.) This node will send the call to the Network VRU that is associated with the CustomerID of the call (derived from the CustomerID of the Call Type of the call) or, when the call type has no associated Network VRU, use the default Network VRU defined for the ICM instance. The call is sent to a label that is defined for the Network VRU. Since all NAMs share the same configuration that would be the same label(s) independent of the NAM handling the call. This would make the configuration of Figure 18 (page 29)impossible, since the VRU would not be able to determine to which NAM to send a RequestInstruction message. In order to make the configuration of Figure 18 (page 29)possible, each Network VRU needs a different label for each NAM. Therefore an additional field has been added to the Label definition that indicates for which NAM the label is valid. This field can be set when defining a Network VRU label (see Figure 21 (page 32)) using the Label List tool. 31

38 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 21: The Network ICM Instance Field in the Label List Tool The NAM specific Network VRU label allows for the selected label to be dependent on the NAM that is sending the call to the VRU. In the case of Figure 18 (page 29) (a VRU connected to both NAMs) the VRU can use the label to determine which NAM to communicate with about the call (send RequestInstructions message). See Figure 22 (page 32). Figure 22: VRU Uses the NAM-Specific Network VRU Label to Determine Which NAM to Contact About The Call In the case of Figure 19 (page 30) (each NAM has its own VRU system) the network uses the label to send the call to the correct VRU system. See Figure 23 (page 33). 32

39 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces Figure 23: Network Uses the NAM-Specific Network VRU Label to Send the Call to the Correct VRU Note that when Correlation IDs are used to synchronize the calls (VRU type 3 or 7), all NAMs use the same range of correlation IDs. This poses no problem, since the Network VRU label will determine the correct NAM. When the Network VRU is a type 2 or type 8 VRU a Translation Route is used to send the call to the VRU. In a Multiple-NAM system the same logic applies to the Translation Route labels: they need to be defined specifically for each NAM. All Translation Route components, including labels, can be configured using the Translation Route Wizard. However, neither the Translation Route Wizard nor the Translation Route Explorer support setting the correct NAM Instance ID for the labels. So after using the wizard to define one set of labels, the Translation Route Explorer can be used to add the additional labels for the other NAMs. See Figure 24 (page 34) for an example with two GKTMP NIC labels for each route. 33

40 Interfaces Chapter 2: Single NAM/Multiple-NAM Comparison Figure 24: Translation Route Explorer with Multiple Labels Per Route Following this step, use the Label List tool to set the correct NAM Instance IDs for all labels. VRU as a Routing Client When the VRU is the routing client, the load balancing of calls over the NAMs depends on the VRU configuration. If each NAM has its dedicated VRU (Figure 19 (page 30)) the network must perform load balancing. It is the network s responsibility to load balance the calls over the VRUs. It is strongly recommended that the VRU implementations are such as to cause the VRUs not to accept any calls when no connection with the PG can be established. This forces the network to route calls to other VRUs in case of a PG or NAM failure. n case of a VRU that is connected to multiple NAMs (Figure 18 (page 29)) it is the VRU s responsibility to load balance the calls over the connected NAMs. Example with Cisco Cisco Unified Customer Voice Portal Portal Configuration Note: Although generally referred to in this manual as Internet Service Node (ISN), the product has been renamed Cisco Unified Customer Voice Portal (Unified CVP). 34

41 Chapter 2: Single NAM/Multiple-NAM Comparison Interfaces This section provides a configuration example of a Unified CVP implementation with multiple NAMs. The Unified CVP offers particular flexibility for implementations in a Multiple-NAM environment. Note: For more information on the Unified CVP, refer to the Unified CVP Product Description. The Unified CVP in combination with multiple NAMs uses configurations similar to Figure 18 (page 29): an Unified CVP can only connect to one NAM. The Unified CVP consists of two main parts: the Voice Browser and the Application Server. Each Application Server has a single PG (pair) and can therefore be connected to only one NAM (pair). In a Multiple-NAM configuration each NAM needs its own Application Server(s). See Figure 25 (page 35). The Voice Browser (the IP equivalent of TDM VRU ports) has a static relationship with one or more Application Servers. The Voice Browser need not load balance over multiple Application Servers. Instead, it simply selects an available one from the list and continues to use that one until it reaches capacity, at which time it then selects the next one from the list. Since the Application Server selection is not determined by the dialed number, a Voice Browser can only be connected to multiple Application Servers when they are in turn connected to the same NAM. This implies that the Unified CVP as a whole acts as a VRU in the architecture in Figure 19 (page 30): the Voice Browser at which the call arrives determines the NAM that will handle the call, so each NAM has in fact an independent Unified CVP system. Figure 25: ISN Configuration with Multiple NAMs; Dedicated ISNs Per NAM Voice Gateways are an integral part of an Unified CVP solution. The connection between the Gateway and the Voice Browser offers flexibility to route the call to the right Voice Browser, and therefore NAM system, based on the dialed number. This is used in each of the two Network VRU scenarios described previously as follows: Network VRU Under Control of Another Routing Client In this scenario the Unified CVP will receive calls with unique dialed numbers (Network VRU labels) to indicate for which NAM the call is intended. Since each NAM is connected to one or more specific Application Servers, the Gateway needs to make sure that the call ends up being handled by a Voice Browser that is connected to these Application Servers. 35

42 Operational Differences Chapter 2: Single NAM/Multiple-NAM Comparison VRU as a Routing Client In this architecture the network is responsible for the load balancing over the different NAMs. This is achieved by load balancing over the different Voice Browsers. This can be done using the load balancing capabilities of the gateways or gatekeeper to distribute the calls evenly over multiple Voice Browsers. In case of a NAM failure (both sides) all Application Servers and Voice Browsers associated with this NAM will be out of service and the gateways can automatically redirect the call load to other Unified CVP/NAM systems. In case of a PG (both sides) or Application Server failure, the Voice Browser will continue to accept calls if there is at least one other Application Server available. Operational Differences This section discusses operational differences for the following Unified ICM system components in a Single NAM configuration and in a Multiple-NAM configuration. Administration & Data Server (ADS) Configuration tools Reporting System Management Tools Administration & Data Server (ADS) An Administration & Data Server (ADS) for a NAM has several functions. Configuration (ICM Configuration tools and the Script Editor). Reporting (Monitor ICM and WebView). Real time and historical data replication; this includes the real time distributor and the optional Historical Database Server (HDS). The real time distributor also provides real time data to Administration Clients. The HDS option maintains a local copy of the historical NAM database. Web server for Internet Script Editor and WebView reporting. In a single NAM system these functions on the ADS are supported by a service called the Distributor. A Distributor performs these support functions for a specific NAM (or Unified ICM) instance on an ADS. Multiple distributors can run on a single ADS machine. In this way an ADS user can quickly switch between NAM/CICM instances. This also allows the ADS to serve as WebView and Internet Script Editor server for multiple instances at the same time. 36

43 Chapter 2: Single NAM/Multiple-NAM Comparison Operational Differences In a Multiple-NAM system with n NAMs there are n+1 NAM instances (n NAMs and 1 NPP, which is also a NAM instance). A full Multiple-NAM ADS requires therefore n+1 Distributor services, one for each instance. These Distributors can run in parallel on a single PC, or can be distributed over different PCs. Not all ADS functions are performed on all instances. For example, configuration changes are only made on the NPP, whereas reporting is done on the NAMs. Table 1 provides the details. Table 1: Administration & Data Server (ADS) Functions in a Multiple-NAM Environment Functions Configure ICM NPP Yes NAMS In read-only mode ADS functions for Multiple NAMs supported on single server? Yes Script Editor Yes, but not in monitor mode Yes, but not in edit mode Yes Internet Script Editor Server Yes, but not in monitor mode Yes, but not in edit mode Yes Reporting/WebView server Only for NPP event reporting Yes Yes Real time data distributor, supporting Administration Clients No Yes Yes HDS No Yes Yes Configuration The NPP is configured in the normal way using an ADS. All configuration functions of the ADS are available. The following configuration elements are specific to the Multiple-NAM feature: Application Gateway definitions on the NAM for connected Unified ICMs. Each NAM can connect to its own preferred CICM side. Application gateway definitions for external applications. In this case each NAM has identical IP addresses for the external applications. If this is undesirable, local hosts/services files or DNS names can be configured instead of IP addresses. A local hosts/service file or local DNS service for each NAM would force the connection to be local. Network VRU Labels for CICMs. For each Network VRU label, the related NAM needs to be specified. INCRP connections on connected Unified ICMs. Each CICM has one INCRP NIC configured using the Configuration Manager s NIC Explorer, whether the NAM it connects to is a single NAM, more than one NAM system, or a Multiple-NAM system. A single INCRP NIC can connect to Multiple-NAM systems and multiple NAMs. The INCRP NIC is made aware of the Multiple-NAM instances it needs to connect to by using the setup utility on the CICM. See Chapter 3, Multiple-NAM Installation and Configuration (page 39) and Chapter 4 Optional Configuration Procedures (page 53) for configuration procedures for Multiple-NAM components. 37

44 Operational Differences Chapter 2: Single NAM/Multiple-NAM Comparison Reporting From a reporting point of view, each NAM behaves like an independent NAM system. This means that all standard NAM reporting capabilities are available, with the some restrictions: The restrictions are: The ADS used determines for which NAM a report is being generated. Reporting only reflects information from a single selected NAM. Table 2: Data Aggregation However, since a single ADS machine can run distributors for all NAMs, all NAM reporting can be done from a single PC. It will create a report for each NAM. The standard NAM/Unified ICM reporting tool is based on Sybase s InfoMaker. InfoMaker does not support reporting templates that retrieve data from multiple databases at the same time. Therefore there is no straightforward way to produce customized consolidated reporting over multiple NAMs. For tables with transaction data, be sure to make the various table keys unique. In most cases this would require expensive key manipulation in multiple related tables. For example Route_Call_Detail table has keys for many other tables such as Dialed_Number, Label, Call_Type, Termination_Call_Detail and more. When merging all these tables from multiple NAMs all keys need to be made unique. Alternatively, all required joins can be done on the separate NAM databases, resolving many keys, which leaves only the relevant keys in a single table to be manipulated before a union can happen. In this case the problem can also be solved by adding a newly generated key. Aggregated Field Type RouterQueueCallsToHalf Aggregation Type Count NAM NAM Field in Resulting Record 1500 (= ) RouterQueueWaitTimeToHalf Sum s (20000s s) AvgRouterDelayQToHalf Average s (=35000/1500) System Management Tools You can use the Cisco Remote Monitoring Suite to monitor and manage a Multiple-NAM system. The Listener collects data from all NAMs and the NPP. AlarmTracker shows these systems as individual instances with no hierarchical relationship. 38

45 Multiple-NAM Installation and Configuration This chapter discusses installation and configuration considerations for NAM systems that will be part of a Multiple-NAM configuration similar to that shown in Figure 26 (page 39). Figure 26: Example Multiple-NAM Configuration Chapter 3 The process of installing and setting up a Multiple-NAM configuration entails the following tasks: 39

46 Installing Unified ICMH Software on NPPs Chapter 3: Multiple-NAM Installation and Configuration Installing Unified ICMH software on the Network Provisioning Platform (NPP) systems. Performing configuration procedures on the NPP systems. Installing Unified ICMH software on the Slave NAM systems. Installing Unified ICMH software on the CICMs. The following sections discuss the procedures for these tasks. In particular, this chapter notes how the procedures for these tasks differ when setting up a Multiple-NAM configuration versus a single NAM configuration. Note: In addition to this manual, you must also have copies of the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted and the Setup and Configuration Guide for Cisco Unified ICM Hosted in order to successfully complete Multiple-NAM installation and configuration. This chapter contains the following topics: Installing Unified ICMH Software on NPPs, page 40 NPP Configuration Procedures, page 42 Installing Unified ICMH Software on Slave NAMs, page 47 Installing Unified ICMH Software on CICMs, page 50 Installing Unified ICMH Software on NPPs Installing Unified ICMH software on the NPPs includes the following steps, which you must perform in order on each NPP in your Multiple-NAM configuration: Creating an instance Setting up the NPP Logger Setting up the NPP Logger Database Setting up the Router Setting up the ADS Installing a Peripheral Gateway (PG) without a PIM Creating an Instance To create an instance for the NPP, click the Add button in the ICM Instances section of the main ICM Setup screen. All instance numbers (NPPs and Slave NAMs) within a Multiple-NAM configuration should be unique. 40

47 Chapter 3: Multiple-NAM Installation and Configuration Installing Unified ICMH Software on NPPs Setting Up the NPP Logger Perform the following steps to set up the Logger on the NPP system. Step 1 Follow the steps described in theinstallation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted to install the Logger software on the NPP and create the central database. Continue to follow the instructions until the NAM Properties dialog box appears. Figure 27: NAM Properties Step 2 Step 3 Step 4 Step 5 In the NAM Type section, select Provisioning/Standalone NAM. In the Provisioning NAM Information section, enter the names of the Side A and Side B provisioning router machines. Click Next. Continue with the remaining Logger setup steps. Creating the NPP Logger Database Follow the steps described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted to use the Unified ICM Database Administration (ICMDBA) tool to create the NPP Logger database. Setting up the Router Perform the following steps to set up the Router on the NPP system. 41

48 NPP Configuration Procedures Chapter 3: Multiple-NAM Installation and Configuration Step 1 Follow the steps described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted to install the Router software on the NPP. Continue to follow the instructions until the Router Properties screen appears. Figure 28: Router Properties Step 2 Step 3 Step 4 Step 5 Step 6 In the Node Manager Properties section, check the Duplexed Router box. Make sure that the three boxes below the Duplexed Router box remain unchecked. Click Next. The Router Component Properties screen appears. Make sure that all boxes in the Network Interface Controllers section remain unchecked. Continue with the remaining Router setup steps. Setting up the Administration & Data Server Follow the steps described in the Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted to install an Administration & Data Server (ADS) on the NPP. Installing a PG Without a PIM Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install a Peripheral Gateway (PG) without a PIM. NPP Configuration Procedures This section provides instructions for performing the following tasks that you must perform on each NPP system. Configure the PG Configure Application Gateways between the Slave NAMs and CICMs 42

49 Chapter 3: Multiple-NAM Installation and Configuration NPP Configuration Procedures Configuring the PG Use the ICM Configuration Manager to configure the PG without a PIM that you installed. On the Peripheral Gateway Properties window, specify the Client Type for this PG as PG Generic. Configuring Application Gateways In a Multiple-NAM configuration, an Application Gateway defines the preferred links for communication between Slave NAMs and CICMs. The actual path selection process occurs as follows: The NAM with the greater number of open links is chosen as the preferred NAM. If both NAMs have the same number of open links, NAM A is selected. One the NAM is chosen, the preferred CICM is determined from the Application Gateway configuration for the preferred NAM. If the preferred CICM is not open, the link to the other CICM is selected. It is most efficient to define the links between NAMs and CICMs that are local to each other as the preferred links. For example, given the following hierarchy of Slave NAMs and CICMs: Figure 29: Slave NAMs and CICMs the link between NAM A and CICM A should be defined as a preferred link, as should the link between NAM B and CICM B. 43

50 NPP Configuration Procedures Chapter 3: Multiple-NAM Installation and Configuration Defining an Application Gateway To define the Application Gateway and the links between Slave NAMs and CICMs, perform the following steps on the NPP ADS: Step 1 Step 2 From the ICM Configuration Manager, select Tools > List Tools > Application Gateway List. The Application Gateway List window appears. Click Retrieve, then click Add. Three tabs appear on the right side of the window. Figure 30: Application Gateway List Step 3 Step 4 Enter the applicable information for the application gateway on the Attributes tab; be sure to select Remote ICM on the Type drop-down list. Select the Connection Side A tab and click the Enter Addresses button. The Enter NAM Addresses window appears. 44

51 Chapter 3: Multiple-NAM Installation and Configuration NPP Configuration Procedures Figure 31: Enter NAM Addresses Step 5 Step 6 In the NAM Mode section, select Multiple NAM. In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM A. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM A. Side. Select Both Side A and B. NAM ID. Enter the instance ID that you plan to use for NAM 1 when you install the Unified ICMH software on Slave NAM 1. This defines the link between NAM 1 and CICM A as a preferred link. Step 7 Step 8 Click Add. In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM A. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. 45

52 NPP Configuration Procedures Chapter 3: Multiple-NAM Installation and Configuration Instance Number. Enter the instance number of CICM A. Side. Select None. NAM ID. Enter the instance ID that you plan to use for NAM 2 when you install the Unified ICMH software on Slave NAM 2 This defines the link between NAM 2 and CICM A as a non-preferred link. Step 9 Step 10 Step 11 Click Add. Click OK. Select the Connection Side B tab and click the Enter Addresses button. The Enter NAM Addresses window reappears. Figure 32: Enter NAM Addresses Step 12 In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM B. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM B. Side. Select None. NAM ID. Enter the instance ID that you plan to use for NAM 1 when you install the Unified ICMH software on Slave NAM 1. This defines the link between NAM 1 and CICM B as a non-preferred link. Step 13 Click Add. 46

53 Chapter 3: Multiple-NAM Installation and Configuration Installing Unified ICMH Software on Slave NAMs Step 14 In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM B. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM B. Side. Select Both Side A and B. NAM ID. Enter the instance ID that you plan to use for NAM 2 when you install the Unified ICMH software on Slave NAM 2. This defines the link between NAM 2 and CICM B as a preferred link. Step 15 Step 16 Click Add. Click OK. Installing Unified ICMH Software on Slave NAMs Installing Unified ICMH software on the NPPs includes the few steps, which you must perform on each Slave NAM in your Multiple-NAM configuration. The following are the steps to be performed for installating Unified ICMH software: Creating an instance. Setting up the Slave NAM Logger. Setting up the Slave NAM Logger Database. Setting up the Router. Installing Router NICs and PGs. The following sections describe these steps. Creating an Instance To create an instance for the Slave NAM, click the Add button in the ICM Instances section of the main Setup screen. In the Add Instance dialog box, specify an instance name (maximum five characters). Instance Numbers for Slave NAM systems must be unique. Note: The Multiple-NAM feature supports a maximum of three Slave NAMs per NPP. 47

54 Installing Unified ICMH Software on Slave NAMs Chapter 3: Multiple-NAM Installation and Configuration Setting Up the Slave NAM Logger How to set up the Slave NAM Logger Perform the following steps to set up the Logger on the Slave NAM system: Step 1 Follow the steps described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hostedto install the Logger software on the Slave NAM and to create the central database. Continue to follow the instructions until the NAM Properties dialog box appears. Figure 33: NAM Properties Step 2 Step 3 Step 4 In the NAM Type section, specify Slave NAM. Accept the supplied default in the Slave NAM Site Name field. Fill in all fields in the Provisioning NAM section: Instance Name. Enter the Instance Name of the Provisioning NAM. Instance Number. Enter the Instance Number of the Provisioning NAM. Side A Prov. Logger. Enter the Side A machine name or IP address of the provisioning logger. Side B Prov. Logger. Enter the Side B machine name or IP address of the provisioning logger. Side A Slave Router. Enter the Side A machine name or IP address of the Slave NAM router. Side B Slave Router. Enter the Side B machine name or IP address of the Slave NAM router. 48

55 Chapter 3: Multiple-NAM Installation and Configuration Installing Unified ICMH Software on Slave NAMs Side A Prov. Router. Enter the Side A machine name or IP address of the provisioning router. Side B Prov. Router. Enter the Side B machine name or IP address of the provisioning router. Step 5 Step 6 Click Next. Continue with the remaining Logger setup steps. Setting up the Slave NAM Logger Database Follow the steps described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted to use the Unified ICM Database Administration (ICMDBA) tool to create the Slave NAM Logger database. Setting up the Router Perform the following steps to set up the Router on the Slave NAM system. Step 1 Follow the steps described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hostedto install the Router software on the Slave NAM. Continue to follow the instructions until the Router Properties screen appears. Figure 34: Router Properties Step 2 Check the Database Routing, Application Gateway, and Remote Network Routing boxes if they are applicable: Check the following options: 49

56 Installing Unified ICMH Software on CICMs Chapter 3: Multiple-NAM Installation and Configuration Check the Database Routing option if you plan to use the Unified ICM s optional database routing feature to route calls based on data read from an external database. This requires that you purchase the DbLink product. You might use this, for example, to look up the caller s telephone number (calling line ID) in your corporate database. Check the Application Gateway option if you plan to use the Unified ICM s optional custom gateway feature to access an external application from within a routing script. Check the Remote Network Routing option if you want to be able to forward route requests to a CICM system via a remote Unified ICM gateway. This activates the Customer Interface Controller (CIC) process of the CallRouter. If selected, you must also enter the NAM ID. Step 3 Step 4 Step 5 Step 6 Step 7 Click Next. The Router Component Properties screen appears. Check the appropriate check boxes for any NICs you want to configure. Use the ICM Configuration Manager tool to configure these NICs. Refer to the Setup and Configuration Guide for Cisco Unified Contact Center Hosted for instructions. Click Next. Continue with the remaining Router setup steps. Installing Slave NAM Router NICs and PGs On each Slave NAM system, follow the instructions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install and configure Network Interface Controllers (NICs) and Peripheral Gateways (PGs). Installing Unified ICMH Software on CICMs Follow the instructions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install Unified ICMH software on each CICM system. To setup INCRP NICs, follow the instructions in the following section. Setting up INCRP NICs How to set up INCRP NICs On each CICM that is associated with a Slave NAM, perform the following steps to set up an INCRP NIC: Step 1 Follow the instructions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto configure an INCRP NIC in NIC Explorer and to rerun Router setup. Continue to follow the instructions until the INCRP NIC Properties screen appears. 50

57 Chapter 3: Multiple-NAM Installation and Configuration Installing Unified ICMH Software on CICMs Figure 35: INCRP NIC Properties Step 2 Step 3 In the Client ICM section of this screen, specify a line of information for each Slave NAM associated with the CICM. Enter the IP Name (IP Address or hostname) of the local address for incoming Client ICM connections. Note: The address/hostname must be on the same network as the Client ICM/NAM addresses. The options available on the Client ICM section in the INCRP NIC Properties screen are: Enable. Check the Enable box to enable the client. Description. Enter a description of the client (optional). Client ID. Enter the NAM ID of the Slave NAM machine, as entered in the Remote Network Routing box on the Router Properties screen. Application Gateway ID. Enter the application gateway ID. This must match the application gateway ID as shown on the Calls > Application Gateway All list screen. Side A Address, Side B Address. Enter the Public Network (or SAN) addresses/hostnames of the Slave NAM. These values must match the ones used when setting up the Application Gateway on the Slave NAM. Step 4 Step 5 Click OK. Continue with the remaining INCRP NIC configuration steps. Note: The preferred network for INCRP connection is the Public/Visible or SAN network. When using the SAN network, it must have a WAN link between Side A and B (SAN was 51

58 Installing Unified ICMH Software on CICMs Chapter 3: Multiple-NAM Installation and Configuration originally intended for the CallRouter to Network Gateway connection, which does not cross the A/B boundary). 52

59 Optional Configuration Procedures This chapter provides instructions for performing the optional Multiple-NAM configuration tasks. The tasks include: Configuring SQL gateways Configuring VRU labels Chapter 4 This chapter contains the following topics: Configuring SQL Gateways, page 53 Configuring VRU Labels, page 55 Configuring SQL Gateways The SQL Gateway defines the path between the Slave NAMs and the machines that contain the SQL databases. SQL Gateway definitions differ between a single NAM configuration and a Multiple-NAM configuration. Single NAM Configuration In a single NAM configuration, the SQL gateway definitions are as shown in Figure 36 (page 54). Between NAM Side A and an SQL database machine named db1. Between NAM Side B and an SQL database machine named db2. 53

60 Configuring SQL Gateways Chapter 4: Optional Configuration Procedures Figure 36: SQL Gateways in Single NAM Configuration 54

61 Chapter 4: Optional Configuration Procedures Configuring VRU Labels Multiple-NAM Configuration The single NAM definitions shown in Figure 36 (page 54) do not suffice in a Multiple-NAM configuration because db1 is not local to NAM 2A and db2 is not local to NAM 1B, as shown in Figure 37 (page 55). Figure 37: SQL Gateways in Multiple-NAM Configuration To enable a Slave NAM to access the local SQL database machine, it is necessary to create a hosts file that defines db1 (for side A and B) or db2 (for side A and B) as the address of the local SQL database machine. For instructions on how to configure SQL Gateways, refer to the Setup and Configuration Guide for Cisco Unified ICM Hosted. Configuring VRU Labels A NAM script may specify that a call be forwarded to a VRU. For this reason, VRU labels must be defined on the NPP system so the script can forward the call to the correct VRU. The procedure for defining a VRU label depends on the particular VRU type. Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for an explanation of VRU types. 55

62 Configuring VRU Labels Chapter 4: Optional Configuration Procedures How to configure a VRU label For VRU types other than types 2 or 8 perform the following steps on each NPP system: Step 1 Step 2 From the ICM Configuration Manager, select Targets > Label > Label List. The Label List screen appears. Click Retrieve, then click Add. An Attributes tab appears on the right side of the screen. Figure 38: Attributes tab Step 3 Step 4 Step 5 Step 6 Select the Slave NAM system for which this label applies from the Network ICM Instance drop-down list. Fill in the other information that applies to the label; be sure to specify a Target Type of Network VRU. Click Save. Repeat Steps 3 and 4 to create labels for all other Slave NAMs associated with the NPP. Repeat this entire procedure on each NPP in your Multiple-NAM configuration. For VRU Types 2 and 8, use the Translation Route Wizard to initially create the labels and then follow the preceding steps to complete label configuration. Refer to the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted for instructions on how to use Translation Route Wizard. 56

63 Chapter 5 Upgrading Procedures This chapter provides step-by-step instructions for the following procedures: Upgrading a Single NAM system to a Multiple-NAM system. Performing a software upgrade on a Multiple-NAM system. This chapter covers upgrade and migration of Unified ICM application servers. If you wish to customize migration of Domain 3 and DNS Servers, contact Cisco Professional Services for guidance. This chapter contains the following topics: Upgrading a Single NAM System to a Multiple-NAM System, page 57 Software Upgrades on a Multiple-NAM System, page 69 Upgrading a Single NAM System to a Multiple-NAM System This section provides procedures for upgrading the Single NAM system shown in Figure 39 (page 58) to the Multiple-NAM system shown in Figure 40 (page 58). These procedures, documented in the following sections, are designed to minimize the amount of downtime and to minimize the amount of time in which configuration changes cannot be made. 57

64 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures Figure 39: Existing Single NAM Configuration Figure 40: New Multiple-NAM Configuration During this procedure, new machines are set up for the two Network Provisioning Platform (NPP) NAMs (denoted as NPP A and NPP B infigure 40 (page 58)) and for new NAM systems B (which is named NAM 1B until the steps in the section Rename Machines ) and 2A. NAM A in Figure 39 (page 58) becomes NAM A in the new configuration, and NAM B in Figure 39 (page 58) becomes NAM 2B. This procedure involves the following tasks: Upgrading existing NAMs to NAM Release or later. Setting up the NPP NAMs Setting up new NAM 2A Setting up new NAM 1B (to be later renamed NAM B) Editing Application Gateways 58

65 Chapter 5: Upgrading Procedures Upgrading a Single NAM System to a Multiple-NAM System Suspending configuration changes Disabling the existing Side B NAM Updating Host and PTR records on NAM-related DNS servers Adding INCRP NIC links from the CICMs to the new NAM systems Renaming machines Completing NAM 2B setup Synchronizing databases Completing NAM A setup Upgrading Existing NAMs If Necessary The existing NAM systems shown in Figure 39 (page 58) must be running NAM software Version or later. If necessary, upgrade these systems before continuing. Setting Up Provisioning NAMs Perform the following steps to set up NAM software on Provisioning NAMs A and B (NPP A and NPP B). Do not start services on these systems until Step 7. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Setup the public and private network connections. Create an Instance for the NPP. Specify a unique instance number. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto install the Provisioning NAM Logger software and to create the databases. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install the Provisioning NAM Router software. Do not configure a NIC, because a provisioning NAM does not route calls. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install an ADS. On NPP A, you can configure the ADS either on the existing NAM ADS (preferred) or on a new machine. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto install a PG without a PIM. Stop all services. 59

66 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures Setting up New NAM 2A Perform the following steps to set up NAM software on new NAM 2A. Do not start services. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Setup the public, private, and Signaling Access Network (SAN) network connections. Create an Instance. Specify a unique instance number. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto install the NAM Logger software and to create the databases. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto install the NAM Router software. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install an ADS. Create and setup Network Voice Response Units (VRUs) and Peripheral Gateways (PGs) exactly as configured on NAM B. Setting up New NAM 1B Note: Do not start the services on NAM 1B at this time. At this point, all the services are still running on both sides of the NAM (NAM A and NAM B). Services will not be started on NAM 1B until after NAM B has been brought down. Uncheck Auto start services with System Startup. Perform the following steps to set up NAM software on new NAM 1B: Step 1 Setup the public, private, and Signaling Access Network (SAN) network connections. Step 2 Create an Instance. Specify the same instance number as the existing NAM A. Step 3 Step 4 Step 5 Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hostedto install the NAM Logger software and to create the databases. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install the NAM Router software. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install an ADS. Following these steps, your Multiple-NAM configuration looks like the one shown in Figure 41 (page 61). 60

67 Chapter 5: Upgrading Procedures Upgrading a Single NAM System to a Multiple-NAM System Figure 41: Configuration After Adding New Systems In Figure 41 (page 61) and all subsequent figures, shaded boxes denote NAM systems that are up, while white boxes denote NAM systems that are currently down. Editing Application Gateways for Multiple NAMs Perform the following steps on the existing NAM A to edit application gateways for Side A. Step 1 Step 2 From the ICM Configuration Manager, select Tools > List Tools > Application Gateway List. The Application Gateway List window appears. Click Retrieve, then click Add. Three tabs appear on the right side of the window. 61

68 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures Figure 42: Application Gateway List Step 3 Step 4 Enter the applicable information for the application gateway on the Attributes tab; be sure to select Remote ICM on the Type drop-down list. Select the Connection Side A tab and click the Enter Addresses button. The Enter NAM Addresses window appears. Figure 43: Enter NAM Addresses Step 5 Step 6 n the NAM Mode section, select Multiple NAM. In the Address section, enter the following information: 62

69 Chapter 5: Upgrading Procedures Upgrading a Single NAM System to a Multiple-NAM System IP Address/Name. Enter the SAN High IP Address or Name of CICM 1. Instance Number. Enter the instance number of CICM 1. Side. Select Both Side A and B. NAM ID. Enter the NAM ID of NAM A, as defined on the Router Properties screen. This defines the link between NAM 1 and CICM 1 as a preferred link. Step 7 Step 8 Click Add. In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM 1. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM 1. Side. Select None. NAM ID. Enter the NAM ID of NAM 2A, as defined on the Router Properties screen. This defines the link between NAM 2 and CICM 1 as a non-preferred link. Step 9 Step 10 Step 11 Click Add. Click OK. Select the Connection SideB tab and click the Enter Addresses button. The Enter NAM Addresses window reappears. Figure 44: Existing Single NAM Configuration 63

70 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures Step 12 In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM 1. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM 2. Side. Select None. NAM ID. Enter the NAM ID of NAM A, as defined on the Router Properties screen. This defines the link between NAM 1 and CICM 2 as a non-preferred link. Step 13 Step 14 Click Add. In the Address section, enter the following information: IP Address/Name. Enter the Public (high priority) IP address of CICM 1. Alternatively, the SAN may be used (consult your Cisco certified partner or TAC for assistance). This address must be the same address specified for the INCRP NIC on the CICM. You may use the hostname in place of the address. Instance Number. Enter the instance number of CICM 2. Side. Select Both Side A and B. NAM ID. Enter the NAM ID of NAM 2A, as defined on the Router Properties screen. This defines the link between NAM 2 and CICM 2 as a preferred link. Step 15 Step 16 Click Add. Click OK. Note: You must then repeat these steps on the existing NAM B to edit the application gateways for Side B. Suspend Configuration Changes On the existing NAM A machine, bring up the Registry Editor (regedit.exe). In the directory.[hkey_local_machine\software\geotel\icr\n1\routera\router\currentversion\configuration\global], set the value of DBMaintenance as follows: "DBMaintenance"=dword: A message similar to the following will appear in the existing NAM B Router window. 64

71 Chapter 5: Upgrading Procedures Upgrading a Single NAM System to a Multiple-NAM System 15:20:40 Database in maintenance mode. No updatecc operations will be allowed. Disable the Side B NAM Perform the following steps to disable the existing NAM B machine: Step 1 Move calls to the existing NAM A. Step 2 Disable calls on the existing NAM B. Step 3 Shut down the existing NAM B services and set them to manual. Following these steps, your Multiple-NAM configuration looks like the one shown in Figure 45 (page 65). Figure 45: Configuration After Traffic Redirection and NAM B Shutdown Update Host and PTR Records on NAM-related DNS Servers Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 8.x(y) manual for information. Add INCRP NICs To add new INCRP links from the CICM to the NAM 2A and NAM 2B routers, perform the following steps on all CICMs: Step 1 Rerun Router setup. Proceed to the INCRP NIC Properties screen. Step 2 In the Client ICM section, add a link to the NAM routers for NAM 2A and NAM 2B. Add the following information: 65

72 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures In the Client Id field, enter the instance number of NAM 2A/NAM 2B. In the Application Gateway Id field, enter the same value as for the previously defined pair of links. In the Side A Address and Side B Address fields, enter the IP addresses for NAM 2A and NAM 2B, respectively. Figure 46: INCRP NIC Properties s Rename Machines Perform the following steps 1. Rename the existing NAM B to NAM 2B. 2. Rename the NAM 1B machine to NAM B. You may need to rerun SQL Server setup following these steps. For additional information, see the following Microsoft support sites: 23.asp?id=Q175023&sd=GN&fr=0&ln=EN-US Following these steps, your Multiple-NAM configuration looks like the one shown in Figure 47 (page 67). 66

73 Chapter 5: Upgrading Procedures Upgrading a Single NAM System to a Multiple-NAM System Figure 47: Configuration After System Renaming Complete NAM 2B Setup Perform the following steps to complete setup on the system that you just renamed as NAM 2B. Do not automatically start these services as they are installed. Step 1 Create a new instance with the same Instance Number as NAM 2A. Step 2 Step 3 Step 4 Step 5 Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install the NAM Logger software and to create the databases. Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install the NAM Router software and configure Network Interface Controllers (NICs). Follow the directions in the Setup and Configuration Guide for Cisco Unified ICM Hosted to install an ADS. Delete the old NAM B instance. Synchronize the Databases Follow the instructions in the Administration Guide for Cisco Unified Contact Center Enterprise & Hostedto use the ICMDBA tool to synchronize databases. The database has to be syndhronized as follows: Synchronize the NPP A and NPP B databases with the NAM A database. Synchronize the NAM 2A and NAM 2B databases with the NPP B database. Synchronize the NAM B database with the NPP A database. Note that at this point the NAM A system is still up and routing calls Note: At this point, the NAM A system is still up and routing calls. 67

74 Upgrading a Single NAM System to a Multiple-NAM System Chapter 5: Upgrading Procedures Complete NAM A Setup Perform the following steps to complete setup on NAM A. Step 1 Bring up NAM 2A and NAM 2B. Step 2 Bring down the existing NAM A. Step 3 Bring up NPP A, NPP B, and NAM B. Step 4 Step 5 On a Provisioning NAM ADS, use the ICM Configuration Manager to configure the PG. On the Peripheral Gateway Properties window, specify the Client Type for this PG as PG Generic. Bring up the Registry Editor (regedit.exe). In the directory: [HKEY_LOCAL_MACHINE\SOFTWARE\GeoTel\ICR\N1\RouterA\Router\CurrentVersion\Configuration\Global], set the value of DBMaintenance as follows: "DBMaintenance"=dword: This reenables configuration changes. Following these steps, your Multiple-NAM configuration looks like the one shown in Figure 48 (page 68). Figure 48: Configuration After Isolating NAM A Step 6 Step 7 On NAM A, run Logger Setup to edit the Logger. In the NAM Properties window, check the Slave NAM box and enter the Provisioning NAM information. 68

75 Chapter 5: Upgrading Procedures Software Upgrades on a Multiple-NAM System Figure 49: NAM Properties Step 8 Step 9 Click Next on this screen and all subsequent screens. Restart the system, which upon restart will become NAM A of the new Multiple-NAM configuration. The upgrade process to the configuration shown in Figure 5-2 is now complete. All Slave NAMs should now be connected and able to process calls. The NPP systems should be able to provide updated configuration information to the Slave NAMs via the Slave NAMs NICR replication process. Software Upgrades on a Multiple-NAM System The software upgrade procedure should be scheduled at a time when the call load on the system is sufficiently low so that one NAM can be shutdown, while the remaining one(s) will be able to handle the full call load. Low call loads will also minimize the potential loss of calls in progress. The NPP should be upgraded first. During the software upgrade, the NPP replication process will not replicate any configuration data if the schema version of the NPP and the NAMs is different. Software upgrade procedure The following steps describe the software upgrade procedure for a Multiple-NAM system consisting of an NPP and two NAMs with no downtime: Step 1 Step 2 (Start of frozen configuration period). Shutdown the NPP. Upgrade both sides of the NPP. 69