Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)

Transcription

1 Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x) First Published: July 09, 2012 Last Modified: March 19, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

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

3 CONTENTS CHAPTER 1 Cisco Packaged Contact Center Enterprise 1 CCE PAC M1 Solution Components 2 High-Level Sequence 4 CHAPTER 2 Prerequisites 5 Hardware Requirements for C Series 5 Cisco Contact Center Software 6 Automation Software 6 Third-Party Software 7 Configuration Software 8 Software Licenses 9 Open Virtualization Format Files 10 CHAPTER 3 Network Design Considerations 13 Network Requirements for Packaged CCE Server 13 Network Configuration and QoS 15 Access Switch Configuration 15 vswitch and Virtual NIC Configuration 15 Configure the ESXi Host Network for the Virtual Machines 16 Link Speed Considerations 17 CHAPTER 4 Create Golden Templates 19 Create Golden Template for Cisco Unified Contact Center Enterprise Call Server 20 Create Golden Template for Cisco Unified Contact Center Enterprise Data Server 21 Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server 22 Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server 23 Create Golden Template for Cisco Finesse 23 Create Golden Template for Cisco Unified Intelligence Center 24 iii

4 Contents Create Golden Template for Cisco Unified Communications Manager 25 CHAPTER 5 Run Golden Template Automation 27 Download Automation Tool 27 Complete Automation Spreadsheet 28 Automation Spreadsheet Values 28 Run Automation Script 32 CHAPTER 6 Direct Installation 35 Create VM for Cisco Unified Contact Center Enterprise Call Server 35 Create VM for Cisco Unified Contact Center Enterprise Data Server 36 Create VM for Unified CVP Call/VXML Server 36 Create VM for Unified CVP OAMP Server 37 Create VM for Cisco Unified Communications Manager Publisher 38 Create VM for Cisco Unified Communications Manager Subscriber 38 Create VM for Unified Intelligence Center Publisher 39 Create VM for Cisco Unified Intelligence Center Subscriber 39 Create VM for Cisco Finesse Primary Node 39 Create VM for Cisco Finesse Secondary Node 40 Create VM for Unified CVP Reporting Server (Optional) 40 CHAPTER 7 Tasks Common to Virtual Machine Creation 43 Select Open Virtualization Format File 43 Create a Virtual Machine from the OVA 44 Install Antivirus Software 46 Install VMware Tools 47 Convert the Virtual Machine to a Golden Template 48 Mount and Unmount ISO Files 48 Configure DNS Server 49 Configure Autogrowth 49 CHAPTER 8 Software for Packaged CCE 51 Install Microsoft Windows Server 51 Install Microsoft SQL Server Install Cisco Contact Center Enterprise 55 iv

5 Contents Install Unified CVP Server 55 Install Cisco Unified CVP OAMP Server 56 Install Unified CVP Reporting Server 56 Unified CVP Reporting 57 Golden Template Install for VOS-Based Contact Center Applications 58 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications 58 Configure the Cluster for Cisco Unified Communications Manager 60 Configure the Cluster for Cisco Unified Intelligence Center 61 Configure the Cluster for Cisco Finesse 61 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 61 Common tasks for software installation 63 Mount and Unmount ISO Files 63 Configure DNS Server 64 CHAPTER 9 Configure Solution Components 65 Configure Unified CCE Data Server 65 Validate Network Adapter Settings and Power On 66 Configure Network Cards 67 Edit Registry Settings and Restart VM 67 Configure Unified CCE Encryption Utility 68 Configure SQL Server 68 Configure a Database Drive 69 Configure Domain Manager 69 Set Up the Instance 70 Configure the Logger 70 Configure Logger Database and Log 70 Configure Logger Component in Web Setup 71 Base Configuration on the Logger 72 Configure AW Database and Log 72 Configure Administration Server and Real-Time Data Server Components 73 Configure Cisco Diagnostic Framework Portico 74 Configure Unified CCE Call Server 74 Configure Unified CCE Router 75 Configure Generic Peripheral Gateway 75 Add Generic PG 75 v

6 Contents Add PIM1 (CUCM PIM) 76 Add PIM2 (First VRU PIM) 77 Add PIM3 (Second VRU PIM) 77 Add PIM4 (Third VRU PIM) 78 Add PIM5 (Fourth VRU PIM) 78 After Creating PIMs 78 Configure CTI Server 79 Install JTAPI 80 Configure Media Routing Peripheral Gateway 80 Add Media Routing PG 81 Configure CTI OS Server 82 Configure Cisco Unified CVP 83 Configure and Validate Network Card for Unified CVP 84 Configure Network Card for Unified CVP 84 Validate Network Card 84 Enable Unified CVP Operations Console 84 Configure Unified CVP Call Server 85 Configure Unified CVP VXML Server 85 Configure Gateways 86 Configure Unified CVP Media Server 87 IVR Service Failover Mechanism 87 Transfer Scripts and Media Files 88 Transfer License Files 89 Configure SNMP 89 Configure SIP Server Group 89 Configure Dialed Number Patterns 90 Configure Locations-Based Call Admission Control 91 Configure Unified CM Service Configuration Settings 92 Configure Cisco IOS Enterprise Voice Gateway 92 Configure Unified Communications Manager 97 Configure Publisher for Unified Communications Manager 98 Configure Unified Communications Manager Subscriber 99 Launch Unified Communications Manager Publisher to Add the Subscriber 99 Configure Subscriber 100 Unified Communications Manager License 100 vi

7 Contents Upgrade License 100 Generate and Register License 101 Install License 101 Validate Clusterwide Domain Configuration 102 Install JTAPI on Unified CCE Servers 102 Provision Cisco Unified Communications Manager 102 Activate Services 102 Configure Cisco Unified Communications Manager Groups 103 Configure CTI Route Point 104 Configure Application User 104 Configure SIP Options 105 Configure Trunk 105 Configure Route Pattern 106 Configure Conference Bridges 106 Configure Media Termination Points 107 Configure Transcoders 107 Configure Media Resource Groups 108 Configure and Associate Media Resource Group List 109 Add Phones 109 Configure Unified Intelligence Center 109 Configure Unified Intelligence Center Publisher 110 Configure Unified Intelligence Center Subscriber 112 Launch Publisher to Add Subscriber 112 Configure Subscriber 112 Configure Unified Intelligence Center Reporting 113 Configure Unified Intelligence Center SQL User Account 113 Configure Unified Intelligence Center Data Sources 114 Import Reports 115 Import Unified CVP Report Templates and Set Data Source 116 Create Data Source for Cisco Unified CVP Report Data 117 Obtain Cisco Unified Customer Voice Portal Report Templates 118 Configure Unified Intelligence Center Administration 119 Unified Intelligence Center License and Sign-In 120 Acquire License Online 120 Sign In to Administration Console 120 vii

8 Contents Upload License 121 Configure Cisco Finesse 121 Configure Cisco Finesse Primary 121 Configure Settings for CTI Server and Administration and Data Server 123 Configure CTI Server Settings in Cisco Finesse Primary Node 123 Configure Unified Contact Center Enterprise Administration and Data Server 123 Restart Tomcat 124 Configure Cisco Finesse Secondary Node 124 Launch the Finesse Administration Console to Configure the Secondary Finesse 124 Install Cisco Finesse on Secondary Node 125 Configure Unified CVP Reporting Server 126 Configure CVP Reporting Server in CVP OAMP 126 Unified CVP Reporting Users 126 Create Reporting Users 126 Create Superusers 127 Set Up Active Directory Server for LDAP Users 127 Sign In to Cisco Unified Intelligence Center Reporting Interface 128 CHAPTER 10 Upgrades 129 Upgrade to Release 9.0(2) 129 Upgrade Installation for 9.0(2) ES 129 CHAPTER 11 Final Tasks 131 Apply Base Configuration 131 Run Base Configuration Using the ICMDBA Tool 132 Prevalidation Changes in Configuration Manager 133 Modify Network VRU Labels 133 Set Deployment Type and Run System Validation 133 Deployment Types 135 Configuration Manager Changes for Unified CCE 136 Make a Call 136 Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script 137 Create a Script 138 Add Agent Targeting Rule 139 Call from Finesse 139 viii

9 Contents Install Language Pack 139 Collation and Locale Settings for Localization 140 CHAPTER 12 Appendix 143 Release 9.0 Base Configuration Updates 143 Configure RAID for the C240 MS3 TRC#1 149 Configure RAID for C260 M2 TRC#1 150 Automation Spreadsheet Entry Form 152 Install and Configure External AW-HDS-DDS 164 Verify Configuration Manager for External AW-HDS-DDS 165 Configure External AW-HDS-DDS 166 Create HDS Database for External AW-HDS-DDS 167 Network Configuration and QoS 167 Simple Network Management Protocol 167 Virtualization for Packaged CCE 168 Install VMWare ESXi 170 CHAPTER 13 Troubleshooting 173 Automation Errors 173 Recover from Pressing Ctrl-Alt-Del During Power-On 177 Rerun Automation 177 Upgrade VMware Tools 177 ix

10 Contents x

11 CHAPTER 1 Cisco Packaged Contact Center Enterprise Cisco Packaged Contact Center Enterprise (Packaged CCE) is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. The initial model of Packaged CCE (CCE PAC M1) supports up to 1000 agents. Packaged CCE requires strict adherence to capacity limits that are detailed in the Cisco Packaged Contact Center Enterprise Product Specification, 9.0(1). It is mandatory to follow all rules and requirements stated in that document. Partners and service providers have two options. Golden Template: Create re-usable master copies (golden templates) of the Cisco contact center applications for subsequent cloning and installation on virtual machines (VMs) for any number of customers. See Create Golden Templates, on page 19. Direct Install: Deploy the Cisco contact center applications directly on customer servers, as VMs. See Direct Installation, on page 35 This release of Packaged CCE (CCE PAC M1) supports the creation of golden templates or VMs for: Unified Contact Center Enterprise (golden templates or VM) Unified Customer Voice Portal Call/VXML server (golden templates or VMs) Unified Customer Voice Portal OAMP server (golden templates or VMs) Unified Customer Voice Portal Reporting server (supported as an optional VM only- there is no golden template for the CVP reporting server) Unified Communications Manager Publisher and Subscribers (golden templates or VMs) Cisco Unified Intelligence Center Publisher and Subscriber (golden templates or VMs) Cisco Finesse Primary and Secondary nodes (golden templates or VMs) This document assumes that partners and service providers who will be implementing Packaged CCE are familiar with the Cisco contact center applications and are experienced regarding the deployment and management of virtual machines using VMware vcenter technology. Attention This document assumes that you are installing or upgrading to the latest Maintenance Release of Packaged CCE. 1

12 CCE PAC M1 Solution Components Cisco Packaged Contact Center Enterprise CCE PAC M1 Solution Components, page 2 High-Level Sequence, page 4 CCE PAC M1 Solution Components Virtual Machines are created for the following components: The Unified CCE Call Server functions as the call router and makes all routing decisions. It also acts as the Peripheral Gateway and as the CTI OS object server. The Unified CCE Data Server functions as the logger and stores contact center configuration data and reporting data.. It also serves as the Administration and Realtime data server (or AW). The Cisco Unified Customer Voice Portal (CVP) server provides prompting, queuing, and call control. The Cisco Unified Communications Manager server is the call processing component. The Publisher stores the read-write database. Devices such as phones and gateways register to the Subscribers. The Unified CVP OAMP server maintains the Unified CVP cluster. The Unified CVP Reporting server collects information from CVP components and call servers and makes it available to Cisco Unified Intelligence Center. The Unified CVP Reporting server is optional, and the number you need depends on the way you intend to use it. See Install Unified CVP Reporting Server, on page 56 Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and historical reports for Unified Contact Center Enterprise and Cisco Unified CVP. Cisco Finesse provides a browser-based agent and supervisor desktop. Whether deployed from golden templates or installed directly, the virtual machines (VMs) are located at the customer site on two core servers, called destination server Side A and destination server Side B. There are nine virtual machines on Side A. There are eight virtual machines on redundant destination Side B. SIDE A (9 VMs) (1) Unified CCE Call Server (2) Unified CCE Data Server (3) Unified CVP Call/VXML Server 1A (4) Unified CVP Call/VXML Server 2A (5) Unified CVP OAMP Server N/A (There is no Unified CVP Reporting Server on Side A.) (6) Unified Communications Manager Publisher SIDE B (8 VMs) (1) Unified CCE Call Server (2) Unified CCE Data Server (3) Unified CVP Call/VXML Server 1B (4) Unified CVP Call/VXML Server 2B N/A (There is no CVP OAMP Server on Side B.) (5) Unified CVP Reporting Server (optional) N/A (There is no Unified Communications Manager Publisher on Side B.) 2

13 Cisco Packaged Contact Center Enterprise CCE PAC M1 Solution Components SIDE A (9 VMs) (7) Unified Communications Manager Subscriber 1 (8) Unified Intelligence Center Publisher (9) Cisco Finesse Primary SIDE B (8 VMs) (6) Unified Communications Manager Subscriber 2 (7) Unified Intelligence Center Subscriber (8) Cisco Finesse Secondary For supported software release versions, see Cisco Contact Center Software, on page 6 3

14 High-Level Sequence Cisco Packaged Contact Center Enterprise High-Level Sequence Follow this sequence to follow to deploy Packaged CCE: Sequence Task 1 Ensure that required software, hardware, and licenses are in place Documented Here Prerequisites, on page 5 2 OR Create Golden Templates and Run Automation Create Virtual Machines Directly Configure the Contact Center Applications Apply Upgrades Make Final Pre-Configuration Changes Run Base Configuration using ICMBDA Set Deployment Type and Run System Validation Create Golden Templates, on page 19 Run Golden Template Automation, on page 27 Direct Installation, on page 35 Configure Solution Components, on page 65 Upgrades, on page 129 Prevalidation Changes in Configuration Manager, on page 133 Apply Base Configuration, on page 131 Set Deployment Type and Run System Validation, on page 133 4

15 CHAPTER 2 Prerequisites This section explains prerequisites for deploying Packaged CCE model CCE PAC M1. Note All prerequisites except Automation Software apply to both golden template and direct install options. Automation software is required for golden template deployments only. Hardware Requirements for C Series, page 5 Cisco Contact Center Software, page 6 Automation Software, page 6 Third-Party Software, page 7 Configuration Software, page 8 Software Licenses, page 9 Open Virtualization Format Files, page 10 Hardware Requirements for C Series The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host. Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged CCE orders. C240 M3S: TRC.231 C260 M2: 5

16 Cisco Contact Center Software Prerequisites Cisco Contact Center Software Contact center software requirements are for both golden templates and direct installs. Order DVDs from Cisco Systems. Create ISOs from each DVD, and install the software from the ISOs. Component Unified CCE Unified CM Unified CVP Unified Intelligence Center Cisco Finesse Major Release Version 9.0(2) and later maintenance releases 8.6(1), 9.1(1) and later maintenance releases 9.0(1) and later maintenance releases 9.0(2), 9.1(1) and later maintenance releases 9.1(1) and later maintenance releases Related Topics Open Virtualization Format Files, on page 10 Automation Software Automation software is required for golden templates only. Software Version Download Notes GoldenTemplateTool zip file 9.0 Go to products/ps12586/tsd_ products_support_series_ home.html Click Download. Then select Packaged Contact Center Enterprise Deployment Scripts. Download and extract the GoldenTemplateTool zip file to run the automation tool. See Run Golden Template Automation Run Golden Template Automation, on page 27. PowerCLI Version 5.0, 32-bit Download and then install this VMWare tool on the client computer from which the automation scripts will be run. downloads.vmware.com/d/ details/pcli50/ dhraynqlkmpizhaljq== Use PowerCLI to run the automation script. 6

17 Prerequisites Third-Party Software Software WinImage Version WinImage 8.5 Download Download and then install WinImage 8.5 on the client computer from which the automation scripts will be run. download.htm. Notes Used in the configuration of the: Cisco Unified Communications Manager publisher and subscribers Cisco Unified Intelligence Center publisher and subscriber Cisco Finesse primary and secondary nodes WinImage creates a floppy image (.flp file) from the platformconfig.xml file. This file contains the parameters for the customization of the publishers/primary and subscribers/secondary nodes. Third-Party Software This section lists third-party software required to deliver virtual Contact Center modules. Note Third-party software requirements are for both golden templates and direct installs. Software Microsoft Windows Server 2008 R2 Standard Edition Version Service Pack 1 Notes Used for: Unified CCE Call Server Unified CCE Data Server Unified CVP Call/VXML Server Unified CVP OAMP Server Unified CVP Reporting Server Microsoft SQL Server 2008 R2 x64 Standard Edition vcenter Server Service Pack Used for Unified CCE Data Server. Required for deploying virtual machines. downloads.vmware.com/ 7

18 Configuration Software Prerequisites Software ESXi Server vsphere Client Anti-Virus Version 5.0 One of: Symantec Endpoint Protection 11.0/12.1 Trend Micro Server Protect version 5.7/5.8 McAfee VirusScan Enterprise 8.7i/8.8i Notes Required for deploying virtual machines. get-free-esxi vsphere client is a free software provided by VMWare. It is required for managing a virtualized infrastructure. Datastore and network configuration of the ESXi host must be done manually. Required for all applications that run on the Windows platform. For more information, see Install Antivirus Software, on page 46. Microsoft Excel Release 2003 or later Microsoft Excel Release 2003 or later is used to provide the input data for the datasheet used for the automation. Configuration Software Configuration software is required for both golden templates and direct installs. You use these files to Run Base Configuration Using the ICMDBA Tool, on page 132. Software CCEPACM1BaseConfig90x.zip Domain_Update_Tool.zip Download Go to products/ps12586/tsd_products_ support_series_home.html. Click Download Software. Then select Packaged Contact Center Enterprise Configuration Scripts. ps12586/tsd_products_support_ series_home.html Notes This software updates Unified CCE Configuration Manager for Packaged CCE deployments. Run this software to modify the domain name in System Information. 8

19 Prerequisites Software Licenses Software Licenses Partners must obtain unique licenses and apply them at the customer site. Software License or PAK Quantity Included with Packaged CCE license SKU? Required? Details Unified CVP 4 PAKs Yes Required 1 PAK for each of the four required Unified CVP Call/VXML servers (2 on the Side A server and 2 on the Side B server). Unified Intelligence Center 1 PAK Yes Required 1 PAK to be applied to the Unified Intelligence Center Publisher on Side A. Call Studio 2 PAKs Yes Required 1 PAK for each Call Studio workstation. Unified CVP Reporting Server 1 or 2 PAKs No - procure separately Optional Maximum of 2 additional Unified CVP PAKs for each optional Unified CVP Reporting server. Microsoft Windows Server 2008 Standard Edition R2 SP1 9 licenses No - procure separately Required 1 license for each of the required Unified CCE Call and Data servers (2 on the Side A server and 2 on the Side B server) = 4 licenses. 1 license for each of the 4 required Unified CVP Call/VXML servers (2 on the Side A server and 2 on the Side B server) = 4 licenses. 1 license for the Unified CVP OAMP server on Side A = 1 license. Microsoft Windows Server 2008 R2 Standard Edition SP1 1 or 2 licenses No - procure separately Optional Maximum of 2 additional Microsoft Server 2008 R2 SP1 licenses for each optional Unified CVP Reporting server. Microsoft SQL Server 2008 R2 Standard Edition SP2 2 licenses No - procure separately Required 1 license for the Side A Data Server and 1 license for the Side B Data Server. 9

20 Open Virtualization Format Files Prerequisites Software License or PAK Quantity Included with Packaged CCE license SKU? Required? Details VMware vsphere Standard or Enterprise ESXi 5.x 4 licenses No - procure separately Required 2 licenses for the server on Side A and 2 licenses for the server on Side B. VMare vcenter (for golden template deployments) 1 license No - procure separately Optional Needed only by partners who will use the Packaged CCE Golden Template cloning process. Related Topics Install Unified CVP Reporting Server, on page 56 Open Virtualization Format Files Open Virtualization Format files (OVAs) are required for both golden templates and direct installs. The OVAs define the basic structure of the corresponding VMs that are created including the CPU, RAM, disk space, reservation for CPU and reservation for memory Packaged CCE (CCE PAC M1) uses six OVAs. OVA files are contained in the CCE-PAC-M1-OVA-v9.0x.zip file at Cisco.com. Go to US/products/ps12586/tsd_products_support_series_home.html. Click Download Software. Then select Packaged Contact Center Enterprise Virtual Machine Templates. Download and extract the zip file and save the extracted OVA files to your local drive. You will browse to them from the vcenter. Software Cisco Unified Contact Center Enterprise CCE Call Server and Data server Customer Voice Portal (CVP) Call/VXML, and OAMP servers Customer Voice Portal (CVP) reporting server Cisco Unified Communications Manager (CUCM) publisher and subscriber Cisco Unified Intelligence Center (CUIC) publisher and subscriber OVA CCE-PAC-M1-CCE-vmv8-v9.0.1.ova CCE-PAC-M1-CVP-vmv8-v9.0.1.ova CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova cucm_9.1_vmv8_v1.7.ova CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova 10

21 Prerequisites Open Virtualization Format Files Cisco Finesse primary and secondary CCE-PAC-M1-Finesse-vmv ova 11

22 Open Virtualization Format Files Prerequisites 12

23 CHAPTER 3 Network Design Considerations This chapter provides guidance on performing the network configuration needed to deploy Packaged CCE on UCS C-Series servers. It includes information on fault tolerance and redundancy. Network Requirements for Packaged CCE Server, page 13 Network Configuration and QoS, page 15 Access Switch Configuration, page 15 vswitch and Virtual NIC Configuration, page 15 Configure the ESXi Host Network for the Virtual Machines, page 16 Link Speed Considerations, page 17 Network Requirements for Packaged CCE Server The illustration below shows the recommended design for all Packaged CCE deployments on UCS C-series servers and the network implementation of the vsphere vswitch design. 13

24 Network Requirements for Packaged CCE Server Network Design Considerations This design calls for using the VMware NIC Teaming (without load balancing) of virtual machine network interface controller (vmnic) interfaces in an Active/Standby configuration through alternate and redundant hardware paths to the network. The network side implementation does not have to exactly match this illustration, but it must allow for redundancy and must not allow for single points of failure affecting both Visible and Private network communications. Note The customer also has the option, at their discretion, to configure VMware NIC Teaming on the Management vswitch on the same or separate switch infrastructure in the data center. Requirements: Ethernet interfaces must be Gigabit speed and connected to Gigabit Ethernet switches. 10/100 Ethernet is not supported. No single point of failure is allowed for visible and private networks. Network switch infrastructure cannot use Cisco Stacking technology to combine all switches to which the UCS C-series server is connected into a single virtual switch. Network switches must be configured properly for connection to VMware. Refer to the VMware Knowledge Base for details on ensuring proper switch configuration to prevent Spanning Tree Protocol (STP) delay in failover/fallback scenarios. 14

25 Network Design Considerations Network Configuration and QoS Network Configuration and QoS Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS considerations section in the Cisco Unified Contact Center Enterprise Design Guide: en/us/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html. Access Switch Configuration The following are examples of data center access switch up-link port configurations for connecting to UCS C-Series servers. You must use virtual switch tagging (VST) and ensure that you have properly configured the correct corresponding setting between the network switches and the vsphere vswitches. Use auto negotiation for Gigabit connections on both the network switch and the ESXi host adapters. It is essential that the network configuration be implemented correctly. Improper configuration of up-link ports can directly and negatively impact system performance, operation, and fault handling. Example 1 Use this configuration on a switch port that connects to the active or standby NIC on a UCS C-series host on the public network. Note vlan 10 in this example is for the Packaged CCE Public VLAN. You can use any VLAN of your choosing. interface GigabitEthernet1/0/1 description Connects to PCCE UCS Host on the Public Network switchport trunk encapsulation dot1q switchport trunk allowed vlan 10 switchport mode trunk switchport nonegotiate spanning-tree portfast trunk vswitch and Virtual NIC Configuration This figure illustrates a configuration for the vswitches and vmnic adapters on a C-Series server using the redundant Active/Standby vswitch NIC Teaming design. The configuration is the same for the Side A server and the Side B server. 15

26 Configure the ESXi Host Network for the Virtual Machines Network Design Considerations Configure the ESXi Host Network for the Virtual Machines To configure the network for VMs, you create a virtual switch connected to an Ethernet port on the server, and then associate the virtual machine's network adapter to this virtual switch. Perform the following procedure to create vswitches for the public and private networks on the Side A and B servers, referring to the illustration above as an example. Add a vswitch as follows: a) Login to the ESXi host using VMware Infrastructure Client. b) Select the ESXi host. c) Click the Configuration tab. d) Under Hardware, click Networking. e) Click Add Networking... f) Select Connection Type >Virtual Machine. Then click Next. g) Select Create a vsphere standard switch and select an associated a VM nic. Be sure to reference the figures in this section to ensure you are aware of which physical VM NIC you're associating with the vswitch. 16

27 Network Design Considerations Link Speed Considerations h) Under Port Group Properties, enter Network Label: VM X, where X describes the network. For example, the UCCE Public or UCCE Private network as illustrated in the figure above. i) Click Next. Then click Finish. Associate a VM Network Adapter to Network Connection as follows: a) Click Edit virtual machine settings. b) Select the Network Adapter. c) Select a virtual switch from the Network Connection/network label (must be "UCCE Public" or "UCCE Private"). If your switchports are using VLANs, enter the VLAN id in the VLAN ID field. d) Click OK. Link Speed Considerations Configuring the speed and duplex of a network link is essential for reliable network operation. While VMware allows for fixed 1000/Full to be set on the Host and the Switch, use Auto/Auto on both ends. Manually configuring 1000/Full on the Host requires Host configuration steps that are not detailed here and are not exposed in VMware. Note Refer to this article on the VMware Knowledge Base: Configuring the speed and duplex of an ESXi/ESX host network adapter. 17

28 Link Speed Considerations Network Design Considerations 18

29 CHAPTER 4 Create Golden Templates Note If you chose to create virtual machines directly on the destination servers, skip this chapter and go to Direct Installation, on page 35. This chapter explains how to build golden templates for contact center applications. Golden templates are master copies of contact center applications that can be reused that is, installed on multiple virtual machines. They are built on a source system, which is a single (source) core server controlled by a partner or service provider. Once the golden templates are built, an automation process clones and deploys the golden templates as virtual machines (VMs) for the pair of destination core servers deployed for the customer. You then administer configuration tasks on the contact center VM applications on the destination system Side A and Side B. The sequence is: 1 Create golden templates (this chapter) 2 Run the automation process to deploy VMs from the golden templates on the customer destination servers. See Run Golden Template Automation, on page Configure the VMs on the customer destination servers. See Configure Solution Components, on page 65. This chapter contains directions to: Create Golden Template for Cisco Unified Contact Center Enterprise Call Server, page 20 Create Golden Template for Cisco Unified Contact Center Enterprise Data Server, page 21 Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server, page 22 Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server, page 23 Create Golden Template for Cisco Finesse, page 23 Create Golden Template for Cisco Unified Intelligence Center, page 24 Create Golden Template for Cisco Unified Communications Manager, page 25 19

30 Create Golden Template for Cisco Unified Contact Center Enterprise Call Server Create Golden Templates Create Golden Template for Cisco Unified Contact Center Enterprise Call Server Follow this sequence of tasks to create the golden template for the CCE Call Server. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download the OVA. See Open Virtualization Format Files, on page 10 2 Create the virtual machine from the OVA. Follow the procedure that is documented in Create a Virtual Machine from the OVA, on page Install Microsoft Windows Server. Follow the procedure in the section Install Microsoft Windows Server, on page Install Anti-Virus software. Follow the procedure in the section Install Antivirus Software, on page 46 5 Run the CCE Installer. Follow the procedure documented in the section Install Cisco Contact Center Enterprise, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page 47 7 Convert the virtual machine to a Golden Template. Follow the procedure Convert the Virtual Machine to a Golden Template, on page 48 When you have created all golden templates, you will run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the CCE Call Server on the destination system. See Configure Unified CCE Call Server, on page

31 Create Golden Templates Create Golden Template for Cisco Unified Contact Center Enterprise Data Server Create Golden Template for Cisco Unified Contact Center Enterprise Data Server Follow this sequence of tasks to create the golden template for the CCE Data Server. The golden template process for the CCE Data Server is nearly identical to that for the CCE Call Server the Data Server requires the installation of Microsoft SQL Server. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download the OVA. See Open Virtualization Format Files, on page Create the virtual machine from the OVA. Follow the procedure that is documented in Create a Virtual Machine from the OVA, on page Install Microsoft Windows Server. Follow the procedure Install Microsoft Windows Server, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page 47 Install VMware Tools, on page Install Anti-Virus software. Follow the procedure in the section Install Antivirus Software, on page Install Microsoft SQL Server. See Install Microsoft SQL Server 2008, on page Run the CCE Installer. Follow the procedure documented in the section Install Cisco Contact Center Enterprise, on page Convert the virtual machine to a Golden Template. Follow the procedure Convert the Virtual Machine to a Golden Template, on page 48. When you have created all golden templates, you will run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the CCE Data Server VM on the destination system. See Configure Unified CCE Data Server, on page 65 21

32 Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server Create Golden Templates Create Golden Template for Cisco Unified Customer Voice Portal Call/VXML Server Follow this sequence of tasks to create the golden template for the Unified CVP Call/VXML Server. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download the OVA. See Open Virtualization Format Files, on page Create the virtual machine from the OVA. Follow the procedure that is documented in Create a Virtual Machine from the OVA, on page Install Microsoft Windows Server. Follow the procedure in the section Install Microsoft Windows Server, on page Install Anti-Virus software. Follow the procedure in the section Install Antivirus Software, on page Install Cisco Unified CVP. Follow the procedure Install Unified CVP Server, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page Convert the virtual machine to a Golden Template. Follow the procedure in the section Convert the Virtual Machine to a Golden Template, on page 48. When you have created all golden templates, you will run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the Unified CVP VMs on the destination system. See Configure Cisco Unified CVP, on page 83 22

33 Create Golden Templates Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server Create Golden Template for Cisco Unified Customer Voice Portal OAMP Server Follow this sequence of tasks to create the golden template for the Unified CVP OAMP Server. This process is similar to creating the golden template for the Unified CVP Call/VXML server the differences are selection you make from the OVA dropdown and in the Select Packages options during the installation. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download the OVA. See Open Virtualization Format Files, on page Create the virtual machine from the OVA Follow the procedure Create a Virtual Machine from the OVA, on page Install Microsoft Windows Server. Follow the procedure in the section Install Microsoft Windows Server, on page Install Anti-Virus software Follow the procedure in the section Install Antivirus Software, on page Install Cisco Unified CVP See Install Cisco Unified CVP OAMP Server, on page Install VMware Tools Follow the procedure Install VMware Tools, on page Convert the virtual machine to a Golden Template Follow the procedure in the section Convert the Virtual Machine to a Golden Template, on page 48. When you have created all golden templates, you will run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the Unified CVP VMs on the destination system. See Configure Cisco Unified CVP, on page 83. Create Golden Template for Cisco Finesse Follow this sequence of tasks to create the golden template for Cisco Finesse. After each task, return to this page to mark the task "done" and continue the sequence. 23

34 Create Golden Template for Cisco Unified Intelligence Center Create Golden Templates Sequence Done? Tasks Notes 1 Download HCS-CC_9.0_Finesse_vmv8_v1.0.ova See Open Virtualization Format Files, on page 10 Download HCS-CC_9.0_Finesse_vmv8_v1.0.ova. 2 Create the virtual machine from the OVA. Follow the procedure that is documented in, Create a Virtual Machine from the OVA, on page Install Cisco Finesse. Follow the procedure for installing VOS applications for golden templates. See Golden Template Install for VOS-Based Contact Center Applications, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page 47 5 Convert the virtual machine to a Golden Template. Follow the procedure Convert the Virtual Machine to a Golden Template, on page 48. After you create all golden templates, you can run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure Cisco Finesse on the destination system. See Configure Cisco Finesse, on page 121. Create Golden Template for Cisco Unified Intelligence Center Follow this sequence of tasks to create the golden template for Cisco Unified Intelligence Center. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download HCS-CC_9.0_CUIC_vmv8_v1.0.ova. Download HCS-CC_9.0_CUIC_vmv8_v1.0.ova.. See Open Virtualization Format Files, on page 10 2 Create the virtual machine from the OVA. See Create a Virtual Machine from the OVA, on page

35 Create Golden Templates Create Golden Template for Cisco Unified Communications Manager Sequence Done? Tasks Notes 3 Install Cisco Unified Intelligence Center. Follow the procedure for installing VOS applications for golden templates. See Golden Template Install for VOS-Based Contact Center Applications, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page 47 5 Convert the virtual machine to a Golden Template. See Convert the Virtual Machine to a Golden Template, on page 48. After you create all golden templates, you can run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the Cisco Unified Intelligence Center VMs on the destination system. See Configure Unified Intelligence Center, on page 109. Create Golden Template for Cisco Unified Communications Manager Follow this sequence of tasks to create the golden template for Cisco Unified Communications Manager. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Done? Tasks Notes 1 Download cucm_9.0_vmv8_v1.7.ova. Open Virtualization Format Files, on page Create the virtual machine from the OVA. Follow the procedure that is documented in, Create a Virtual Machine from the OVA, on page Install Cisco Unified Communications Manager. Follow the procedure for installing VOS applications for golden templates. See Golden Template Install for VOS-Based Contact Center Applications, on page Install VMware Tools. Follow the procedure Install VMware Tools, on page 47 25

36 Create Golden Template for Cisco Unified Communications Manager Create Golden Templates Sequence Done? Tasks Notes 5 Convert the virtual machine to a Golden Template. Follow the procedure Convert the Virtual Machine to a Golden Template, on page 48 After you create all golden templates, you can run the automation process (Run Golden Template Automation, on page 27). After you run the automation process, you can configure the Unified Communications Manager publisher and subscriber VM on the destination system. See Configure Unified Communications Manager, on page

37 CHAPTER 5 Run Golden Template Automation Note If you chose to create virtual machines directly on the destination servers, skip this chapter and go to Direct Installation, on page 35. CCE PAC M1 automation is the process of deploying virtual machines on the destination system using the golden templates on the source system. Before you run the automation, download and install vsphere PowerCLI on the computer from which the automation is to be run. See Automation Software, on page 6. VSphere PowerCLI is a command-line tool built on Windows PowerShell. It provides cmdlets (commands) for managing and automating vsphere. Download Automation Tool, page 27 Complete Automation Spreadsheet, page 28 Run Automation Script, page 32 Download Automation Tool The automation tool is contained in the GoldenTemplateTool zip file, downloadable from Cisco.com at /cisco.com/en/us/products/ps12586/tsd_products_support_series_home.html. Extract the file and copy the CCEPACM1_VMAutomation folder to the root of your C: drive. This folder contains five subfolders and the CCEPAKM1_VMDataSheet_90x file. All folders except the scripts folder are empty until you run the automation script. 27

38 Complete Automation Spreadsheet Run Golden Template Automation The Archive subfolder will hold any prior versions of the automation spreadsheet, saved with a date and time stamp. The Log subfolder holds all log files saved with a date and time stamp. The PlatformConfigRepository subfolder has three subfolders. The CUCM folder has three XML files one for the publisher and one for each subscriber. The CUIC folder has two XML files one for the publisher and one for the subscriber. The FINESSE folder has two XML files one for the primary node and one for the secondary node. The Report subfolder holds all automation reports, saved with a date and time stamp. (This subfolder is empty until you run the automation script.) The scripts subfolder holds four scripts. The file named deployvm.ps1 is the primary script and calls the other scripts during the automation. CCEPAKM1_VMDataSheet_90x is the spreadsheet to complete for the automation process. Complete Automation Spreadsheet The CCEPAKM1_VMDataSheet_901 automation spreadsheet contains a row for each virtual machine that will be created from the source system. The automation script reads this spreadsheet row-by-row. For each golden template, the script clones, creates the customization file for the operating system, and deploys all virtual machines to the destination Sides A and B. Automation Spreadsheet Values This table explains the value required in each cell of the CCEPACM1_VMDatasheet_901 spreadsheet. Enter values for the Source server. Obtain and enter values for the Destination servers. 28

39 Run Golden Template Automation Automation Spreadsheet Values Note The Description column below identifies any guidelines that apply to the data. For example, GOLDEN_TEMPLATE_NAME cannot contain spaces. Both the automation spreadsheet and VMWare accept names that do not comply with these guidelines. However, the automation script will fail if the template names are not in conformance with them. Column VM_TYPE OS_TYPE CREATEVM SOURCE_HOST_IP SOURCE_DATASTORE_NAME GOLDEN_TEMPLATE_NAME NEW_VM_NAME DEST_HOST_IP DEST_DATASTORE_NAME PRODUCT_VERSION Description The type of the VM, based on the Contact Center software installed. Default contents are not editable. The type of Operating System installed on the VM. Default contents are not editable. Required. Retain the default YES to create a VM using automation. Change to NO to skip VM creation during automation. Required. The IP address of the ESXi host for this Golden Template. Required The name of the Datastore where this Golden Template resides. Required. The name of the Golden Template from which the new VM it to be deployed. Cannot contain spaces. Required. The name for the new VM. Cannot contain spaces or special characters. Maximum of 32 characters. Required. The IP address of the ESXi Host for the new VM. Required. The name of the Datastore for the new VM. Currently this field is applicable only for Cisco Unified Communications Manager. Example UCCE_CallServer_SideA Windows2008 YES xx.xx.xxx.xxx datastore1(3) My_CallServer CallServerSideA xx.xx.xxx.xxx datastore2(1) 9.0.x 29

40 Automation Spreadsheet Values Run Golden Template Automation COMPUTER_NAME WORK_GROUP WORK_GROUP_NAME DOMAIN_NAME TIME_ZONE_LINUX_AREA TIME_ZONE_LINUX_LOCATION TIME_ZONE_WINDOWS DOMAIN_USER DOMAIN_PASSWORD PRODUCT_KEY Required. The NET BIOS name for the new computer. 15-character maximum. Do not use special characters /, \,?,:,*,",<,>,.,. Dropdown: YES adds the VM to a WorkGroup and enables WORK_GROUP_NAME. NO adds the VM to a domain and enables DOMAIN_NAME, DOMAIN_USER, and DOMAIN_PASSWORD. Required. Enter the Workgroup name. Used only if WORK_GROUP is set to YES. Required. Enter the Domain name. Used only if WORK_GROUP is set to NO. Required. Drop-down selection of the timezone area to be set Unified CM. For the United States of America, select America. Required. Drop-down selection of the timezone location to be set for Unified CM, CUIC, or Finesse. Required. Drop-down selection of the timezone to be set for the Unified CVP and Unified CCE VMs. Required. The user name for a domain user with privileges to add the new computer to the domain. Enabled only if WORK_GROUP is set to NO. Required. The password for the domain user. Enabled only if WORK_GROUP is set to NO. Required. The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx. Demo-CallSrvA NO NA mydomain.com America Eastern (GMT-05:00) Eastern Time (US & Canada) HarryUser package123 ZZZM2-Y330L-HH123-99Y1B-GJ20B 30

41 Run Golden Template Automation Automation Spreadsheet Values OWNER_NAME ORGANIZATION_NAME ORGANIZATION_UNIT ORGANIZATION_LOCATION ORGANIZATION_STATE ORGANIZATION_COUNTRY NTP_SERVER NIC_NUM IP_ADDRESS_NIC1 SUB_NET_MASK_NIC1 DEFAULT_GATEWAY_NIC1 DNS_IP_NIC1 Required. The full name of the owner. Administrator and Guest are not allowable names. This is a mandatory field for OS_TYPE Windows Required. The Organization Name to be set for Unified CM, CUIC, or Finesse. Required. The Organization Unit to be set for Unified CM, CUIC, or Finesse. Required. The Organization Location to be set for Unified CM, CUIC, or Finesse. Required. The Organization State to be set for Unified CM, CUIC, or Finesse. Required. Drop-down selection of the Organization Country to be set for Unified CM, CUIC, or Finesse. Required. The IP Address of the NTP server. Values in the field are pre-populated based on VM_TYPE field and are protected. Values are 1 or 2. This value indicates the number of NICs to be configured for the VMs. Required. A valid IPv4 address for NIC1. Required. A valid subnet mask (IPv4 address) for NIC 1. Required. A valid Default gateway (IPv4 address) for NIC1. Required. A valid IPv4 address for the primary DNS for NIC1. LabAdmin MyOrganization MyUnit MyCity MyState United States of America xx.xx.xxx.xxx 2 xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx 31

42 Run Automation Script Run Golden Template Automation IP_ADDRESS_NIC2 SUB_NET_MASK_NIC2 DNS_IP_NIC2 DNS_ALTERNATE_NIC2 Required. A valid IPv4 address for NIC 2. Valid only if the value in the NIC_NUM fields is 2. Required. A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only. Required. A valid IPv4 address for the primary DNS for NIC2. For Unified CCE VMs only. Optional. A valid IPv4 address for the alternate DNS for NIC2. For Unified CCE VMs only. Must differ from the address of the primary DNS for NIC2. xx.xx.xxx.xxx xx.xx.xxx.xxx xx.xx.xxx.xxx Refer to the Appendix for an Automation Spreadsheet Entry Form for entry of information for your automation. Run Automation Script Launch VMware vsphere PowerCLI (32-Bit) to run the automation script. The first time you run PowerCLI, you must enter the command get-executionpolicy to determine whether the Restricted Execution policy is in effect or is restricted If the policy is restricted, enter set-executionpolicy. At the Supply Values prompt, enter "Unrestricted." Then enter 'Y". This changes the execution policy so that you can run unsigned scripts that you write on your local computer and signed scripts from other users. What to Do Next Enter a command using the following syntax: <Path to the script> <Path of the spread sheet> <vcenter IP / Hostname> <vcenter User> <Password to connect to vcenter> C:\GoldenTemplateTool_90x\scripts\DeployVM.PS1 C:\GoldenTemplate_90x\CCEPACM1_VMDataSheet_901.xls testvcenter testuser testpassword This starts a script that parses the data, validates the data, creates a VM and a customization file for the VM. Ongoing status messages, updated every 30 seconds, display as the script executes. 32

43 Run Golden Template Automation Run Automation Script If you monitor the progress in the vsphere client, note that the vsphere Target is the golden template source. If the script runs successfully, it will typically complete in several hours. If the script encounters errors, it stops and displays those errors on the screen and also stores them in the log file. Refer to Troubleshooting, on page 173 for tips on resolving errors. Completion of the script generates a status report in the Report folder. The status report has a link to the Log file. Consult this file to debug error conditions and to consult with Cisco Support. 33

44 Run Automation Script Run Golden Template Automation 34

45 CHAPTER 6 Direct Installation Create VM for Cisco Unified Contact Center Enterprise Call Server, page 35 Create VM for Cisco Unified Contact Center Enterprise Data Server, page 36 Create VM for Unified CVP Call/VXML Server, page 36 Create VM for Unified CVP OAMP Server, page 37 Create VM for Cisco Unified Communications Manager Publisher, page 38 Create VM for Cisco Unified Communications Manager Subscriber, page 38 Create VM for Unified Intelligence Center Publisher, page 39 Create VM for Cisco Unified Intelligence Center Subscriber, page 39 Create VM for Cisco Finesse Primary Node, page 39 Create VM for Cisco Finesse Secondary Node, page 40 Create VM for Unified CVP Reporting Server (Optional), page 40 Create VM for Cisco Unified Contact Center Enterprise Call Server Follow this sequence of tasks to create a VM directly for the CCE Call Servers on Side A and Side B. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Done? 1 Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. 2 Create a Virtual Machine from the OVA, on page Install Microsoft Windows Server, on page Install Antivirus Software, on page

46 Create VM for Cisco Unified Contact Center Enterprise Data Server Direct Installation Sequence 5 6 Tasks Install Cisco Contact Center Enterprise, on page 55. Install VMware Tools, on page 47. Done? When you have created the VM, you can configure the CCE Call Server on the destination system. See Configure Unified CCE Call Server, on page 74 Create VM for Cisco Unified Contact Center Enterprise Data Server Follow this sequence of tasks to create a virtual machine directly for the CCE Data Servers on Side A and Side B. The process is nearly identical to creating a VM for the CCE Call Server, with the additional step to install Microsoft SQL Server. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install Microsoft Windows Server, on page 51. Install Antivirus Software, on page 46. Configure a Database Drive, on page 69 Install Microsoft SQL Server 2008, on page 52 Install Cisco Contact Center Enterprise, on page 55. Install VMware Tools, on page 47. Done? When you have created the VM, you can configure the CCE Data Server VM on the destination system. See Configure Unified CCE Data Server, on page 65. Create VM for Unified CVP Call/VXML Server Follow this sequence of tasks to directly create a virtual machine for the Unified CVP Call/VXML Server. After each task, return to this page to mark the task "done" and continue the sequence. This process is similar to creating the VM for the Unified CVP OAMP server the differences are the selections you make from the OVA dropdown and in the Select Packages options during the installation. 36

47 Direct Installation Create VM for Unified CVP OAMP Server Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install Microsoft Windows Server, on page 51. Install Antivirus Software, on page 46. Install Unified CVP Server, on page 55 Install VMware Tools, on page 47. Convert the Virtual Machine to a Golden Template, on page 48. Done? When you have created the VM, you can configure the CVP VMs on the destination system. See Configure Cisco Unified CVP, on page 83. Create VM for Unified CVP OAMP Server Follow this sequence of tasks to directly create a virtual machine for the CVP OAMP Server on Side A. After each task, return to this page to mark the task "done" and continue the sequence. This process is similar to creating the VM for the Unified CVP Call/VXML server the differences are selections you make from the OVA dropdown and in the Select Packages options during the installation. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install Microsoft Windows Server, on page 51. Install Antivirus Software, on page 46. Install Unified CVP Server, on page 55 Install VMware Tools, on page 47. Convert the Virtual Machine to a Golden Template, on page 48. Done? After you have created them, you can configure the Unified CVP VMs on the destination system. See Configure Cisco Unified CVP, on page 83 37

48 Create VM for Cisco Unified Communications Manager Publisher Direct Installation Create VM for Cisco Unified Communications Manager Publisher Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Communications Manager publisher. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install Cisco Unified Communications Manager. Follow the procedure for installing VOS applications. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 58. Install VMware Tools, on page 47. Done? When you have the VMs for the Unified Communications Manager publisher and subscriber, you can configure them. See Configure Unified Communications Manager, on page 97. Create VM for Cisco Unified Communications Manager Subscriber Follow this sequence of tasks to directly create a virtual machine for both Cisco Communications Manager Subscribers. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Follow the procedure for installing VOS applications. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page 61. Install VMware Tools, on page 47. Done? When you have created the Communications Manager publisher and subscribers, you can configure the Cisco Unified Communications Manager on the destination system. See Configure Unified Communications Manager, on page

49 Direct Installation Create VM for Unified Intelligence Center Publisher Create VM for Unified Intelligence Center Publisher Follow this sequence of tasks to directly create the virtual machine for the Cisco Unified Intelligence Center Publisher. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Follow the procedure for installing VOS applications. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 58. Install VMware Tools, on page 47. Done? When you have the VMs for the Cisco Unified Intelligence Center publisher and subscriber, you can configure them. See Configure Unified Intelligence Center, on page 109. Create VM for Cisco Unified Intelligence Center Subscriber Follow this sequence of tasks to directly create a virtual machine for the Cisco Unified Intelligence Center Subscriber on Side B. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Follow the procedure for installing VOS applications. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page 61. Install VMware Tools, on page 47. Done? When you have created the Unified Intelligence Center publisher and subscriber nodes, you can configure them on the destination system. See Configure Unified Intelligence Center, on page 109. Create VM for Cisco Finesse Primary Node Follow this sequence of tasks to directly create the virtual machine for the Cisco Finesse Primary node. After each task, return to this page to mark the task "done" and continue the sequence. 39

50 Create VM for Cisco Finesse Secondary Node Direct Installation Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install the Cisco Finesse primary node. Follow the procedure for installing VOS applications. See Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 58. Install VMware Tools, on page 47. Done? When you have the VMs for the Cisco Finesse primary and secondary nodes, you can configure them. See Configure Cisco Finesse, on page 121. Create VM for Cisco Finesse Secondary Node Follow this sequence of tasks to directly create a virtual machine for the Cisco Finesse Secondary node. After each task, return to this page to mark the task "done" and continue the sequence. Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Follow the procedure for installing VOS applications. See Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, on page 61. Install VMware Tools, on page 47. Done? When you have created the Cisco Finesse primary and secondary nodes, you can configure the Cisco Finesse on the destination system. See Configure Cisco Finesse, on page 121. Create VM for Unified CVP Reporting Server (Optional) Follow this sequence of tasks to directly create a virtual machine for the Unified CVP Reporting Server. Creating this VM is optional. After each task, return to this page to mark the task "done" and continue the sequence. The Unified CVP Reporting component cannot be installed on a machine with a hostname that contains a hyphen; the hostname can be no longer than 12 characters. 40

51 Direct Installation Create VM for Unified CVP Reporting Server (Optional) Sequence Tasks Ensure that the OVA file is on your local machine. Refer to Select Open Virtualization Format File, on page 43 for the OVA version. Create a Virtual Machine from the OVA, on page 44. Install Microsoft Windows Server, on page 51. Configure a Database Drive, on page 69 Install Antivirus Software, on page 46. Install Unified CVP Reporting Server, on page 56 Install VMware Tools, on page 47. Done? When you have created them, you can configure the Unified CVP VMs on the destination system. See Cisco Unified Customer Voice Portal Checklist. 41

52 Create VM for Unified CVP Reporting Server (Optional) Direct Installation 42

53 CHAPTER 7 Tasks Common to Virtual Machine Creation These tasks are common to many golden template and direct-install procedures. The applicability (golden template or direct-install, or both) is noted at the start of each task. Select Open Virtualization Format File, page 43 Create a Virtual Machine from the OVA, page 44 Install Antivirus Software, page 46 Install VMware Tools, page 47 Convert the Virtual Machine to a Golden Template, page 48 Mount and Unmount ISO Files, page 48 Configure DNS Server, page 49 Configure Autogrowth, page 49 Select Open Virtualization Format File Open Virtualization Format files (OVAs) are downloaded and extracted from Cisco.com and are required for both golden templates and direct installs. The OVAs define the basic structure of the corresponding VMs that are created including the CPU, RAM, disk space, reservation, for CPU and reservation for memory. This table shows the OVA that is used for each Cisco Systems contact center product. Software OVA Cisco Unified Contact Center Enterprise CCE Call Server and Data server CCE-PAC-M1-CCE-vmv8-v9.0.1.ova Customer Voice Portal (CVP) Call/VXML, and OAMP servers CCE-PAC-M1-CVP-vmv8-v9.0.1.ova Customer Voice Portal (CVP) reporting server CCE-PAC-M1-CVP-Reporting-Server-vmv8-v9.0.1.ova Cisco Unified Communications Manager (CUCM) cucm_9.1_vmv8_v1.7.ova publisher and subscriber 43

54 Create a Virtual Machine from the OVA Tasks Common to Virtual Machine Creation Cisco Unified Intelligence Center (CUIC) publisher and subscriber Cisco Finesse primary and secondary CCE-PAC-M1-IntelligenceCenter-vmv8-fv2.1-v9.0.ova CCE-PAC-M1-Finesse-vmv ova Create a Virtual Machine from the OVA Select the Host in the vsphere client. Choose File > Deploy OVF Template. Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next. Click Next at the OVF Template Details page. Step 5 Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next. Step 6 Step 7 On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next. Choose a datastore on which to deploy the new virtual machine. Then click Next. For each datastore, the tables below describe the RAID group, the ESXi Host, and the virtual machines for the server. RAID configuration for the C240 M3S RAID Group VM Datastore ESXi Host Virtual Machines VD0 datastore1 A ESXi operating system Unified CCE Data Server, Side A VD1 datastore2 A Unified CCE Call Server, Side A Unified CVP Server 1A Unified CVP Server 2A Unified Intelligence Center Server pubisher Unified CVP OAMP Server Unified Communications Manager Publisher Unified Communications Manager Subscriber 1 Cisco Finesse Primary VD0 datastore1 B ESXi operating system Unified CCE Data Server, Side B 44

55 Tasks Common to Virtual Machine Creation Create a Virtual Machine from the OVA RAID Group VM Datastore ESXi Host Virtual Machines VD1 datastore2 B Unified CCE Call Server, Side B Unified CVP Server 1B Unified CVP Server 2B Unified Intelligence Center Server (subscriber) Unified Communications Manager Subscriber 2 Unified CVP Reporting Server (optional) Cisco Finesse secondary RAID configuration for the C260 M2 RAID Group VM Datastore ESXi Host Virtual Machines Drive Group 0 datastore1 A ESXi operating system Drive Group 1 datastore2 A Unified CCE Call Server, Side A Unified CVP Server 1A Unified CVP 2A Unified Intelligence Center Server pubisher Unified CVP OAMP Server Unified Communications Manager Publisher Unified Communications Manager Subscriber 1 Cisco Finesse Primary Drive Group 2 datastore3 A Unified CCE Data Server, Side A Drive Group 0 datastore1 B ESXi operating system 45

56 Install Antivirus Software Tasks Common to Virtual Machine Creation RAID Group VM Datastore ESXi Host Virtual Machines Drive Group 1 datastore2 B Unified CCE Call Server, Side B Unified CVP Server 1B Unified CVP Server 2B Unified Intelligence Center Server (subscriber) Unified Communications Manager Subscriber 2 Unified CVP Reporting Server (optional) Cisco Finesse secondary Drive Group 2 datastore3 B Unified CCE Data Server, Side B Step 8 Step 9 On the Disk Format page, keep the default virtual disk format: Thick provisioned Lazy Zeroed format. Click Next. Confirm that the Network Mapping page is correct for the CCE Call Server and Data Server: a) For the Call Server and the Data Servers: Map Public to UCCE Public Network Map Private to UCCE Private Network b) For all other servers, map Public to UCCE Public Network. 0 At the Successfully Completed message, click Close. Install Antivirus Software Perform this procedure for both golden-template and for direct-install options. This procedure is required for the applications that use the Windows 2008 Operating System. Install one of the following anti-virus software products for Unified CCE Call Server, the Unified CCE Data Server, the Unified CVP server, the Unified CVP OAMP server, and the Unified Reporting server. McAfee VirusScan Enterprise 8.7i / 8.8i Symantec Endpoint Protection 11.0 / 12.1 Trend Micro Server Protect Version 5.7 / 5.8 Important Update anti-virus software manually. Do not enable automatic updates. 46

57 Tasks Common to Virtual Machine Creation Install VMware Tools Tip To allow required access to installation program files or folders, perform file-blocking exclusions in the anti-virus product file-and-folder protection rules. To do this in McAfee VirusScan: Launch the VirusScan console. Right-click Access Protection and select Properties. In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication is unchecked in the Block column. Important Packaged Contact Center Enterprise supports Symantec Endpoint Protection Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature, must be disabled. If the feature remains enabled, which is the default, both sides of a duplexed router come up in simplex mode, thus blocking communication between each side of a router. This blocking impacts all deployment types. If you retain the default (enabled) and start services on side A and B of the router, a Symantec message pops up in the system tray indicating: The client will block traffic from IP address [side A router address] for the next 600 seconds(s). The same message is also written to the security log in client management. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called Block_all was dynamically enabled. The result, according to the router logs, is that both sides of the router come up in simplex mode. To resolve the issue, you must disable the Symantec firewall and restart both sides of the router. To do this, double click the Symantec icon in the system tray and select Change Settings. Then configure settings for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab. Install VMware Tools VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating system and improve management of the virtual machine. Perform this procedure for both golden-template and for direct-install options. Right-click the VM menu. Select Guest > Install / Upgrade VMware tools. Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade. Click OK. Restart if you are prompted to do so. Note VMWare Tools should be installed in all VMs 47

58 Convert the Virtual Machine to a Golden Template Tasks Common to Virtual Machine Creation Convert the Virtual Machine to a Golden Template Perform this procedure for the golden-template install option. This procedure is not necessary for the direct-install option. Note VMware uses the term Template. Packaged CCE uses the term Golden Template for templates consisting of application and operating systems that are used for CCE PAC M1. Before You Begin Ensure that the template virtual machine is in the WORKGROUP. If the VM is not already powered off, from the VM menu, select Power > Shut down the guest. From the VMware vcenter Inventory menu, right-click the virtual machine and choose Template > Convert to Template. Mount and Unmount ISO Files Upload ISO image to data store: 1 Select the host and click Configuration. Then click Storage in the left panel. 2 Select the datastore that will hold the ISO file. 3 Click Browse this datastore. 4 Click the Upload icon and select Upload file. 5 Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore. Mount the ISO image: 1 Right-click the VM and select Edit virtual machine settings. 2 Click Hardware and select CD DVD Drive 1. 3 Check Connect at power on (Device status panel upper right). 4 Click the Datastore ISO File radio button and then click Browse. 5 Navigate to the data store where you uploaded the file. 6 Select the ISO. Unmount the ISO image: 1 Right-click the VM and select Edit virtual machine settings. 48

59 Tasks Common to Virtual Machine Creation Configure DNS Server 2 Click Hardware and select CD DVD Drive 1. 3 Uncheck Connect at power on (Device status panel, upper right). Configure DNS Server Step 5 Step 6 Step 7 Log in to the DNS server. Click Start > Administrative Tools > DNS. This opens the DNS Manager. In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet. Right-click the domain name and select New Host (A or AAAA). In the New Host dialog box, enter the computer name and IP address of the VOS products. Click Add Host. The DNS manager automatically creates a New Host record in the Reverse Lookup Zones. Check whether the Added Host exists in the Forward and Reverse Lookup Zones. Configure Autogrowth When you created the Data Servers for Side A and Side B, you installed Microsoft SQL Server and enabled autogrowth for the tembdb. For this release, autogrowth settings for the logger on Side A and Side B are also updated automatically. However, you must manually enable autogrowth for the aw databases on Side A and Side B, any external aw database, any external hds databases, and the Outbound Option database on Side A. Before You Begin You can perform this step after the databases are created. Select Start > All Programs > Microsoft SQL Server > SQL Server Management Studio. Click Databases > System Databases. Right-click the database. 1 For Side A, select the <instance>_ awdb database and the <instance>_sidea database. If you have enabled Outbound option, select <instancename>_baa database. 2 For Side B, select the <instance>_ awdb and the <instance>_sideb database. 3 For any external AW-HDS-DDS systems, select <instance>awdb and <instancename>_hds database. Step 5 For each database, select Properties. For each file: a) For the date file, set In Megabytes to

60 Configure Autogrowth Tasks Common to Virtual Machine Creation Step 6 b) For the log file, set In Percent to 10. Click OK. 50

61 CHAPTER 8 Software for Packaged CCE This chapter explains the installation of all contact center application software and operating system software used by Packaged CCE. It is noted when the installation differs for a golden-template deployment and a direct-install virtual machine deployment. Install Microsoft Windows Server, page 51 Install Microsoft SQL Server 2008, page 52 Install Cisco Contact Center Enterprise, page 55 Install Unified CVP Server, page 55 Install Cisco Unified CVP OAMP Server, page 56 Install Unified CVP Reporting Server, page 56 Golden Template Install for VOS-Based Contact Center Applications, page 58 Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, page 58 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications, page 61 Common tasks for software installation, page 63 Install Microsoft Windows Server Complete the following procedure to install Microsoft Windows Server. Before You Begin Ensure that VMware Tools software is installed. The VMNet3 driver cannot be installed without VMware Tools. 51

62 Install Microsoft SQL Server 2008 Software for Packaged CCE Step 5 Step 6 Step 7 Step 8 Step Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 48. Power on the VM. Enter the Language, Time and Currency Format, and Keyboard settings. Click Next. Click Install Now. Select Full install. Then click Next. Accept the License agreement. Click Next. Select Custom (Advanced). The installation begins. At the conclusion of the installation, click OK at the prompt to enter and confirm the user password. At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop. a) Choose Start > Control Panel > System and Security. b) Click the Allow remote access. c) Select the middle option: Allow connections from computers running any version of Remote Desktop. Open the Network and Sharing Center and select Local Area Connections. In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data: a) Select Properties. Then deselect Internet Protocol Version 6 (TCP/IP6). b) Select Properties again. Then select Use the following IP Address. c) Enter the IP address, Subnet mask, and Default gateway. Run the Service Pack. Run MS Windows Update. After the update is complete, click Do not enable automatic updates. What to Do Next If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9. Install Microsoft SQL Server 2008 Install Microsoft SQL Server and store the SQL Server log and temporary files on the same physical disk as the operating system (the C drive). Use the secondary drive to store the Logger database (the E drive). 52

63 Software for Packaged CCE Install Microsoft SQL Server 2008 Step 5 Step 6 Step 7 Step 8 Step Mount the Microsoft SQL Server ISO image to the virtual machine. See Mount and Unmount ISO Files, on page 48. Run setup.exe. Select Installation on the left pane and then click New installation or add features to an existing installation. Click OK. On the Product Key page, enter the product key and click Next. Accept the License Terms and click Next. Click Install on the Setup Support Rules page. On the Setup Support Rules page, click Next. On the Setup Role page, select SQL Server Feature Installation. Then click Next. On the Feature Selection page, select only the following: a) Database Engine Services b) Client Tools Connectivity c) SQL Server Books Online d) Management Tools - Basic e) Management Tools - Complete f) SQL Client Connectivity SDK On the Installation Rules page, click Next. On the Instance Configuration page, select Default Instance. Click Next. On the Disk Space Requirements page, click Next. On Server Configuration page, select the Services Account tab. a) For Service SQL Server Agent, select Account Name NT AUTHORITY\SYSTEM and Startup Type Automatic. b) For Service SQL Server Database Engine. select Account Name NT AUTHORITY\SYSTEM. Remain on the Server Configuration page and select the Collation tab. a) Click Customize for Database Engine. b) Check the radio button Windows Collation designator and sort order. c) Select the appropriate collation. Typically, you should choose the SQL Server collation that supports the Windows system locale most commonly used at by the customer organization; for example, Latin1_General and BIN for English. IMPORTANT: It is critical to select the correct collation setting for the customer's language display. If you do not select the correct collation during installation, the customer will need to uninstall and re-install Microsoft SQL Server. The collation you select affects what can be written to the database. For example, if you set the collation for Latin1_General and a user at the customer site selects Chinese as his language selection at sign-in and enters field values in Chinese, the application will return an unsupported characters error as the database will be unable to handle the characters. d) Click OK. Click Next on the Server Configuration page. e) Click Next. 4 On the Database Engine Configuration page: a) Check Mixed Mode. 53

64 Install Microsoft SQL Server 2008 Software for Packaged CCE b) Enter your password and confirm it by reentering it. c) Click Add Current User. d) ClickNext On the Analysis Services configuration page, click Add current user. Then click Next. On the Reporting Server configuration, check the radio button for Install but do not configure the report server. Click Next. Click Next on the Error reporting page. Click Next on the Installation Configuration Rules page. Click Install on the Ready to Install page. Click Close at the Complete page. Install SQL Server Service Pack. Follow the Wizard and accept all defaults. Enable Named Pipes and set the sort order as follows: a) Open the SQL Server Configuration Manager. b) In the left pane, navigate to SQL Native Client 10.0 Configuration (32bit) > Client Protocols. c) In the right pane, right-click Named Pipes and select Enable. d) In the Client Protocols Properties window, select Named Pipes and click Move Up or Move down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK. e) In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER. f) In the right pane, right-click Named Pipes and select Order. Enable autogrowth for tempdb on Side A and Side B as follows: a) Select Start > All Programs > Microsoft SQL Server > SQL Server Management Studio. b) Click Databases > System Databases. c) Right-click tempdb and select Properties. d) Select Files in the left panel. e) Set the Initial Size(MB) in the tempdev entry to f) Set the Initial Size(MB) in the templog entry to 500. g) Check Enable Autogrowth. Set In Percent to 10. Click OK. This enables autogrowth for tempdb. You must also enable it for the awdb database on Side A, the awdb database on Side B, the baa database on Side A if Outbound is installed, and any external hds databases, after they are installed. Refer to Configure Autogrowth, on page 49. Reserve the memory to be used by SQL Server as follows: a) From the SQL Server Management Studio, right-click the server and select Properties. b) Click Memory. c) Set the Maximum server memory (in MB) to Click OK. Restart the SQL Server service by selecting Start > All Programs > Administrative Tool > Services. Right-click SQL Server (MSSQLSERVER) and select Stop. Right click it again and select Start. Ensure that the SQL Server Browser is started: a) Open the services panel from Control Panel. b) Navigate to the SQL Server Browser. c) Right-click to open the Properties window. d) Enable the service and change the startup type to Automatic. 54

65 Software for Packaged CCE Install Cisco Contact Center Enterprise Install Cisco Contact Center Enterprise Step 5 Step 6 Step 7 Step 8 Step 9 Add the virtual machine into the domain. Mount the Cisco Unified CCE ISO image to the virtual machine. See Mount and Unmount ISO Files, on page 48. Run setup.exe from the D:\ICM-CCE-CCH Installer directory. Follow the InstallShield procedures to install Cisco Unified CCE. When the installation completes, restart the computer when prompted. At restart, if there is an Maintenance Release, the Maintenance Release installer will begin. When prompted to restart the computer, click Yes. Then click Finish. If you are deploying the application as a Direct Install, proceed to Step 9. For Golden Templates only, remove the machine from a domain and add it to a work group. Unmount the ISO image. Install Unified CVP Server Step 5 Step 6 Step 7 Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 48. If there are any Engineering Specials, copy them to the local drive. Run setup.exe from the D:\ CVP\Installer_Windows directory. Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory: a) Accept the license agreement. b) In the Select Packages screen, check the type you are adding. Options are CVP Server, Operations Console, and Reporting Server. c) Click Next. d) In the Choose Destination Location screen, accept the default. Click Next. e) In the Ready to Install screen, click Install. f) For the OAMP Server only, enter and confirm a password. Click Next. g) Click Finish to restart the server. If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. After the Engineering Special installation completes, launch the Services Microsoft Management Console (MMC) and disable the Unified CVP OPSConsoleServer service. Unmount the ISO image. 55

66 Install Cisco Unified CVP OAMP Server Software for Packaged CCE Install Cisco Unified CVP OAMP Server Note This task is required for the direct install on Side A and for creating the golden template for the CVP OAMP server, also known as the Operations Console. Mount the Cisco Unified CVP ISO image to the virtual machine. See Mount and Unmount ISO Files, on page 48. Copy the current Engineering Specials to the local drive. Note Ignore this step if there are no Engineering Specials. Navigate to the ISO file on the CD/DVD drive D. Step 5 Step 6 Step 7 Step 8 Step 9 Run setup.exe from the D:\ CVP\Installer_Windows directory. Follow the InstallShield wizard to run setup.exe from the D:\CVP\Installer_Windows directory. In the Select Packages screen, check Operations Console. a) In the Choose Destination Folder screen, select the folder location for CVP installation. b) Complete the Certificate screen. c) In the Ready to Install screen, click Install. d) Enter the password. e) Click Finish to restart the server. If Cisco Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. Ignore this step if there are no Engineering Specials. After the Engineering Special installation completes, launch the Services Microsoft Management Console (MMC) and disable Cisco CVP OPSConsoleServer service. Unmount the ISO image. Install Unified CVP Reporting Server This task is required for direct install of the optional CVP Reporting server. Complete the following procedure to install the Unified CVP Reporting server: 56

67 Software for Packaged CCE Unified CVP Reporting Step 5 Step 6 Step 7 Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files, on page 48. Copy the current Engineering Specials to the local drive. Run setup.exe from the DVD drive located at CVP\Installer_Windows directory. Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory: a) Accept the license agreement. b) In the Select Packages screen, check Reporting Server. c) In the Choose Destination Folder screen, select the folder locations for the CVP installation folder and the Media Files Installation folder. d) Fill in the X.509 Certificate scree. Click Next. e) In the Choose the database data and backup drive screen, enter the drive letter (typically, E). f) In the Database size selection screen, select Premium (375GB). g) In the Ready to Install screen, click Install. h) Enter the Reporting Server password when prompted. i) Restart the server after installation. If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. Add any custom media files to the appropriate location. Unmount the ISO image. What to Do Next Repeat this procedure if your deployment requires a second Unified CVP Reporting Server. Unified CVP Reporting You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external CVP Reporting Server on the same network as Side A. The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use the Courtesy Callback feature and VXML Reporting. LAN WAN Requires CVP Reporting Server on Side B Requires External CVP Reporting Server on Side A Courtesy Callback feature only yes yes yes no VXML reporting only (LAN) yes yes no VXML reporting only (WAN) yes yes yes 57

68 Golden Template Install for VOS-Based Contact Center Applications Software for Packaged CCE LAN WAN Requires CVP Reporting Server on Side B Requires External CVP Reporting Server on Side A Callback feature and VXML reporting (LAN) yes no yes no Callback feature and VXML reporting (WAN) yes yes yes Golden Template Install for VOS-Based Contact Center Applications Complete this procedure to create golden templates for the VOS-based contact center applications. Mount the ISO file to the CD/DVD drive of the virtual machine. For more information, see Mount and Unmount ISO Files, on page 48. Select the virtual machine and power it on. Then open the console. Run the Install wizard: a) In the DVD Found/Disc Found screen, select OK. b) At the Media Check Result/Success screen, select OK. c) In the Product Deployment Selection screen, select OK. d) In the Proceed with Install screen, select Yes. e) In the Platform Installation screen, select Skip. About ten minutes into the installation, after the Component Installation completes, there is a reboot. f) After the reboot, at the Platform Installation Wizard, select Cancel to cancel the installation. Click OK to halt the system. g) Press Ctrl-Alt to free your cursor. Immediately, click the red Shut Down icon at the top left of the screen. h) Unmount the ISO image. Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications This task is required for the publisher/primary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center. Do not use this procedure to create golden templates. 58

69 Software for Packaged CCE Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications The installation uses a command-line interface. Use the Tab key to move to an option and the Enter key to select it. Before You Begin DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page 49. Right-click the VM and select Edit Settings. Click Hardware and select CD DVD Drive 1. Step 5 Make sure that the Connected and Connect at power are both checked (Device status panel, upper right). Select the virtual machine and power it on. Follow the Install wizard, making selections as follows: a) In the DVD Found screen, click Yes to begin the verification of the media integrity. b) In the Media Check Results screen, select OK. c) In the Product Deployment Selection screen, select OK. d) In the Proceed with Install screen, select Yes. e) In the Platform Installation Wizard screen, select Proceed. f) In the Apply Patch screen, select No. g) In the Basic Install screen, select Continue. h) In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely matches where your server is located. select OK. i) In the Auto Negotiation Configuration screen, select Yes. j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500). k) In the DHCP Configuration screen, select No. (Finesse does not have this step.) l) In the Static Network Configuration screen, enter static configuration values. Select OK. m) In the DNS Client Configuration screen, select Yes. n) Enter your DNS Client Configuration. Select OK. o) In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and confirm the password for the administrator. select OK. p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit Location, State, and Country. Select OK. q) In the First Node Configuration screen, select Yes. Then select OK. r) In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select OK. s) In the Security Configuration screen, enter the security password and select OK. t) In the SMTP Host Configuration screen, select No. (Finesse does not have this step.) u) In the Application User Configuration screen, enter the application username, Enter and confirm the application user password. Select OK. v) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run unattended. w) There is a reboot in the middle of the installation. 59

70 Configure the Cluster for Cisco Unified Communications Manager Software for Packaged CCE If you see a Product Licensing screen that shows the URL for obtaining the license ( and the Media Access Control (MAC) address. Write down this address; you will need it for the license application. The installation ends at a login prompt. What to Do Next Remember For Finesse only, you must disable the Cisco Security Agent (CSA) before you configure the cluster and add the secondary node. To do this, from the Finesse VM on Side A, access the Command Line Interface and enter the command utils csa disable. Reboot when prompted. After installing the publisher/primary node, you must configure the cluster to make the publisher/primary nodes aware of the subscriber/secondary nodes. Related Topics Configure the Cluster for Cisco Unified Communications Manager, on page 60 Configure the Cluster for Cisco Unified Intelligence Center, on page 61 Configure the Cluster for Cisco Finesse, on page 61 Configure the Cluster for Cisco Unified Communications Manager Launch Unified Communications Manager Publisher in a browser ( Addr of CUCM Publisher>). Select System > Server > Add New. On the Server Configuration tab, enter the IP Address of the subscriber. Click Save. 60

71 Software for Packaged CCE Configure the Cluster for Cisco Unified Intelligence Center Configure the Cluster for Cisco Unified Intelligence Center Step 5 Direct a browser to the URL ADDRESS>/oamp where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher. Sign in using the system application user ID and password that you defined during installation. From the panel in the left, select Device Management > Device Configuration. Click Add Member. On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a description for the device. Configure the Cluster for Cisco Finesse Launch the Cisco Finesse primary node in a browser ( Node IP Address/cfadmin), where the Primary Node or IP Address is that of your host. Go to Home > Cluster Settings. (This is based on the default configuration and assumes you have not changed the page for the Cluster Settings gadget.) Add the IP address for the Cisco Finesse secondary node. Click Submit. Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications Note This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center. Do not use this procedure to create golden templates. Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure the clusters. Direct Install for Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 58 61

72 Direct Install for Subscribers/Secondary Nodes of VOS-Based Contact Center Applications Software for Packaged CCE Before You Begin DNS Configuration is mandatory for Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page 49 Right-click the VM and select Edit Settings. Click Hardware and select CD DVD Drive 1. Step 5 Make sure that the Connected and Connect at power are both checked (Device status panel,, upper right). Select the virtual machine and power it on. Follow the Install wizard, making selections as follows: a) In the DVD Found screen, click Yes to begin the verification of the media integrity. b) In the Media Check Results screen, select OK. c) In the Product Deployment Selection screen, select OK. d) In the Proceed with Install screen, select Yes. e) In the Platform Installation Wizard screen, select Proceed. f) In the Apply Patch screen, select No. g) In the Basic Install screen, select Continue. h) In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely matches where your server is located. select OK. i) In the Auto Negotiation Configuration screen, select Yes. j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500). k) In the DHCP Configuration screen, select No. l) In the Static Network Configuration screen, enter static configuration values. Select OK. m) In the DNS Client Configuration screen, select Yes. n) Enter your DNS Client Configuration. Select OK. o) In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and confirm the password for the administrator. select OK. p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit Location, State, and Country. Select OK. q) In the First Node Configuration screen, select No. Then select OK. You see a warning screen and you must verify network connectivity to the first node. r) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run unattended. s) There is a reboot in the middle of the installation. If you see a Product Licensing screen that shows the URL for obtaining the license ( and the Media Access Control (MAC) address, write down this address; you will need it for the license application. The installation ends at a login prompt. 62

73 Software for Packaged CCE Common tasks for software installation What to Do Next Remember For Finesse only, you must disable the Cisco Security Agent (CSA) after you install the node.to do this, from the Finesse VM on Side B, access the Command Line Interface and enter the command utils csa disable. Reboot when prompted Common tasks for software installation Mount and Unmount ISO Files Upload ISO image to data store: 1 Select the host and click Configuration. Then click Storage in the left panel. 2 Select the datastore that will hold the ISO file. 3 Click Browse this datastore. 4 Click the Upload icon and select Upload file. 5 Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore. Mount the ISO image: 1 Right-click the VM and select Edit virtual machine settings. 2 Click Hardware and select CD DVD Drive 1. 3 Check Connect at power on (Device status panel upper right). 4 Click the Datastore ISO File radio button and then click Browse. 5 Navigate to the data store where you uploaded the file. 6 Select the ISO. Unmount the ISO image: 1 Right-click the VM and select Edit virtual machine settings. 2 Click Hardware and select CD DVD Drive 1. 3 Uncheck Connect at power on (Device status panel, upper right). 63

74 Configure DNS Server Software for Packaged CCE Configure DNS Server Step 5 Step 6 Step 7 Log in to the DNS server. Click Start > Administrative Tools > DNS. This opens the DNS Manager. In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet. Right-click the domain name and select New Host (A or AAAA). In the New Host dialog box, enter the computer name and IP address of the VOS products. Click Add Host. The DNS manager automatically creates a New Host record in the Reverse Lookup Zones. Check whether the Added Host exists in the Forward and Reverse Lookup Zones. 64

75 CHAPTER 9 Configure Solution Components After you create VMs on the destination system by golden template or direct-install you must configure those VMs for customer uer. This chapter contains the procedures you must perform. Note Unless otherwise noted, the procedures in this section apply to both golden-template and direct-install options. Configure Unified CCE Data Server, page 65 Configure Unified CCE Call Server, page 74 Configure Cisco Unified CVP, page 83 Configure Unified Communications Manager, page 97 Configure Unified Intelligence Center, page 109 Configure Cisco Finesse, page 121 Configure Unified CVP Reporting Server, page 126 Configure Unified CCE Data Server This section explains the configuration procedures you must perform for the Unified CCE Data Servers. Sequence Task Done? 1 Validate Network Adapter Settings and Power On, on page 66 2 Configure Network Cards, on page 67 3 Edit Registry Settings and Restart VM, on page 67 4 Configure Unified CCE Encryption Utility, on page 68 65

76 Validate Network Adapter Settings and Power On Configure Solution Components Sequence Task Configure SQL Server, on page 68 Configure a Database Drive, on page 69 Configure Domain Manager, on page 69 Set Up the Instance, on page 70 Configure Logger Database and Log, on page 70 Configure Logger Component in Web Setup, on page 71 Configure AW Database and Log, on page 72 Configure Administration Server and Real-Time Data Server Components, on page 73 Configure Cisco Diagnostic Framework Portico, on page 74 Done? Validate Network Adapter Settings and Power On Perform this procedure for all Windows VMs. Select the Virtual Machine in the vsphere client. Right-click the VM and choose Edit settings. On the Hardware tab, select each Network adapter. Make sure that Connect at power on in the Device Status group is checked: Power on the virtual machine. Important Do not press Ctril-Alt_Del. If you press Ctrl-Alt-Delete after powering on, the customization does not take effect. You must complete it manually. For more information, see docwiki.cisco.com/wiki/recover_from_pressing_ctrl-alt-del_during_power-on. Wait for the VM to restart and to apply customization. This can take five to ten minutes. 66

77 Configure Solution Components Configure Network Cards Configure Network Cards Step 5 Step 6 Step 7 Step 8 Step 9 Select Start and right-click Network and select Properties. Click Change adapter settings to open the Network Connections page. Rename the network adapter with Visible IP address configurations as Visible. Rename the network adapter with Private IP address configurations as Private. On the Network Connections page, press Alt N to display the Advanced menu. From the Advanced menu, select Advanced Settings. Under Adapters and Bindings, sort the connections so that visible is on top. For the Private connection, uncheck File and Printer Sharing for Microsoft Networks. Client for Microsoft Networks, and Internet Protocol Version 6 (TCP/IPV6). Click OK. Edit Registry Settings and Restart VM Perform this procedure for all Windows VMs. Go to Start > Administrative Tools > Computer Management. On the left panel, expand Computer Management (Local) > System Tools > Local Users and Groups > Users. Step 5 Step 6 Step 7 On the right panel, right-click the administrator and choose Set Password. Click Proceed at the warning message, and then enter the new password. Click OK to save. Access the Registry Editor (Start > Run > regedit). Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version > Winlogon. a) Set AutoAdminLogon to 0. b) Remove these keys if they exist: DefaultDomainName and DefaultUserName. Step 8 Step 9 Restart the machine. If the machine is in the domain, log in to the domain. To synchronize time with the domain controller, open a command prompt and type the command NET TIME /DOMAIN:<domain>. 67

78 Configure Unified CCE Encryption Utility Configure Solution Components Configure Unified CCE Encryption Utility Step 5 Step 6 Start All Programs > Cisco Unified CCE Tools. Select SSL Encryption Utility. Click the Certificate Administration tab. Click Uninstall. Select Yes. When the uninstallation completes, choose Install. You see a stream of messages, ending with SSL Certificate successfully installed. Click Close. Configure SQL Server Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. Log in. Expand Security and then Logins. If the BUILTIN\Administrators group is not listed: a) Right-click Logins and select New Login. b) Click Search and then Locations to locate BUILTIN in the domain tree. c) Type Administrators and click Check Name and then OK. d) Double-click BUILTIN\Administrators. e) Choose Server Roles. f) Make sure that public and sysadmin are both checked. 68

79 Configure Solution Components Configure a Database Drive Configure a Database Drive Step 5 Step 6 Choose Start > All Programs > Administrative Tools > Computer Management. Under Storage, click Disk Management. When you see Select Disks: Disk 1, select the option Use the following partition style for the selected disks: MBR (Master Boot Record). When you see Select Disks: Disk 1, select the option Use the following partition style for the selected disks: MBR (Master Boot Record). At the Initialize Disk pop up, select Disk 1 and choose MBR (Master Boot Record) for the partition style. Click OK. Create a new disk partition as follows: right-click Disk 1 and choose New simple volume. a) Retain default volume size. Click Next. b) Assign drive letter (E). Click Next. c) Choose NTFS, Default allocation unit size, and a volume label. d) Check the Perform a quick format option. Click Next. e) Click Finish. The format is complete when the status changes to Healthy. Configure Domain Manager DO THIS ONCE, on the first Unified Data Server that you configure. Choose Start > All Programs > Cisco Unified CCE Tools > Domain Manager. Log in as a user who has permissions to create OUs in the domain. In the pane on the left, expand the domain. Add the Cisco Root as Cisco_ICM, : a) Under Cisco root, click Add. b) Select the organizational unit (OU) under which you want to create the Cisco Root OU, then click OK. Step 5 Step 6 Add the facility organizational unit (OU): a) In the right pane, under Facility, click Add. b) Enter the name for the Facility. Then click OK. Add the Instance OU: a) In the right pane, under Instance, click Add. 69

80 Set Up the Instance Configure Solution Components b) Enter the instance name and click OK. Step 7 Click Close. Set Up the Instance Step 5 Launch the Unified CCE Web Setup. Sign in using as domain user having local Administrator rights. Click Instance Management, and then click Add. On the Add Instance page, configure as follows: a) Choose the facility and instance. b) In the Instance Number field, enter 0. Click Save. Configure the Logger Configure Logger Database and Log Step 5 Step 6 Step 7 Step 8 Step 9 Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. If you see warnings, click Yes to dismiss them. Navigate to Server > Instance. Right-click the instance name and choose Create. In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK. At the prompt, "SQL Server is not configured properly. Do you want to configure it now?" Click Yes. On the Configure page, in the SQL Server Configurations pane check the defaults for Memory (MB) and Recovery Interval. Click OK. On the Stop Server page, click Yes to stop the services. In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box. Create the Logger database and log as follows: a) In the DB Type field, choose the Side (A or B). b) In the Storage pane, click Add. c) Click Data 70

81 Configure Solution Components Configure Logger Component in Web Setup d) Choose the E drive. e) Enter MB in the Size field. f) Click OK to return to the Create Database dialog box. g) Click Add again. h) Choose the E drive. i) Enter 3072MB in the Size field. j) Click OK to return to the Create Database dialog box. 0 In the Create Database dialog box, click Create. Then click Start. When you see the successful creation message, click OK and then Close. Configure Logger Component in Web Setup Configure the logger component as follows: a) Return to Unified CCE Web Setup. You might need to log in again. b) Choose Component Management > Loggers. Click Add. Choose the Instance. c) On the Deployment page, click Duplexed. Click Next. d) On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface. e) Click Next. On the Additional Options page: a) If an external AW-HDS-DDS exists in the deployment, check Enable Historical/Detail Data Replication. b) Check Display Database Purge Configuration Step. c) Click Next. On the Data Retention page, modify the Database Retention Configuration table: a) For these tables, set the retention period to 40. Application_Event Event Network_Event Route_Call_Detail Route_Call_Variable Termination_Call_Detail Termination_Call_Variable b) Set the retention period for all other tables to 400 days. 71

82 Base Configuration on the Logger Configure Solution Components c) Click Next, Step 5 Step 6 Step 7 On the Data Purge page, configure purge for a day of the week and a time when there is low demand on the system. Accept the default Automatic Purge at Percent Full. Click Next. Review the Summary page, and then click Finish. Base Configuration on the Logger Note that after all configuration is complete, you will download the Base Configuration and run it on the Side A logger. Related Topics Apply Base Configuration, on page 131 Configure AW Database and Log Step 5 Step 6 Step 7 Step 8 Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings. Navigate to Server > Instance. Right-click the instance name and choose Create. At the Select Component screen, choose Administration & Data Server. In the Select AW Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box. Create the database and log as follows: a) In the DB Type field, choose AW. b) In the Storage pane, click Add. c) Click Data d) Choose the C drive. e) Enter 1400 MB in the Size field. f) Click OK to return to the Create Database dialog box. g) Click Add again. h) In the Add Device dialog box, click Log. i) Choose the C drive. j) Enter 100 MB in the Size field. k) Click OK to return to the Create Database dialog box. In the Create Database dialog box, click Create. Then click Start. When you see the successful creation message, click OK and then Close. Configure autogrowth. 72

83 Configure Solution Components Configure Administration Server and Real-Time Data Server Components Configure Administration Server and Real-Time Data Server Components Go to the Unified CCE Web Setup. Choose Component Management > Administration & Data Servers. Click Add. On the Add Administration & Data Servers page, configure as follows: a) Choose the current instance b) Click Enterprise. Then click Small to Medium Deployment Size. c) Click Next. On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next. Step 5 On the Administration & Data Servers Connectivity page for Side A: a) Click the radio button for Primary Administration & Data Server. b) In the *Primary Administration & Data Server field, enter the hostname for the Side A server. c) In the *Primary/Secondary Pair (Site) Name field, enter AW_SideA. d) Click Next. OR, on the Administration & Data Servers Connectivity page for Side B: a) Click the radio button for Primary Administration & Data Server. b) In the *Primary Administration & Data Server field, enter the hostname for the Side B server. c) In the *Primary/Secondary Pair (Site) Name field, enter AW_SideB. d) Click Next. Step 6 On the Database and Options page, configure as follows: a) In the Create Database(s) on Drive field, choose C. b) Do not click Agent Re-skilling or Configuration Management Service. c) Do not click the Agent Re-skilling Web Tool. d) Check Internet Script Editor (ISE) Server. e) Click Next. Step 7 Step 8 On the Central Controller Connectivity page, configure as follows: a) For Router Side A, enter the Call Server Side A Public hostname. b) For Router Side B, enter the Call Server Side B Public hostname. c) For Logger Side A, enter the Data Server Side A Public hostname. d) For Logger Side B, enter the Data Server Side B Public hostname. e) Enter the Central Controller Domain Name. f) Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what side you are on. g) Click Next. Review the Summary page, and then click Finish. 73

84 Configure Cisco Diagnostic Framework Portico Configure Solution Components Configure Cisco Diagnostic Framework Portico In the Start menu, right-click Command Prompt and select Run as Administrator. Enter cd icm\serviceability\diagnostics\bin and press Enter. Enter DiagFwCertMgr /task:createandbindcert /port:7890 and press Enter. Configure Unified CCE Call Server This section explains the configuration procedures you must perform for the Unified Contact Center Enterprise Call Server Sides A and B. Sequence Task Validate Network Adapter Settings and Power On, on page 66 Configure Network Cards, on page 67 Edit Registry Settings and Restart VM, on page 67 Configure Domain Manager, on page 69 Configure Unified CCE Encryption Utility, on page 68 Configure Unified CCE Router, on page 75 Configure Generic Peripheral Gateway, on page 75 Configure CTI Server, on page 79 Configure Media Routing Peripheral Gateway, on page 80 Configure CTI OS Server, on page 82 Install JTAPI, on page 80 Configure Cisco Diagnostic Framework Portico, on page 74 Done? 74

85 Configure Solution Components Configure Unified CCE Router Configure Unified CCE Router Step 5 Step 6 Step 7 Step 8 Step Launch the Unified CCE Web Setup. Sign in as the domain user with local Administrator permission. Click Instance Management, and then click Add. In the Add Instance dialog box, select the customer facility and instance. In the Instance Number field, enter 0. Click Save. Choose Component Management > Routers. Click Add to set up the Call Router. In the Deployment page, click the appropriate Side. Click Duplexed. Click Next. In the Router Connectivity page, configure the Private Interfaces and Public (Visible) Interfaces. Click Next. In the Enable Peripheral Gateways page enter 1-2 in the Enable Peripheral Gateways field. Click Next. In the Router Options page, check the Enable Quality of Service (QoS) check box, and then click Next. Note This step applies to Side A only. In Router Quality of Service window, accept the defaults and click Next. In the Summary page, make sure that the Router summary is correct, then click Finish. Configure Generic Peripheral Gateway In CCE, the generic PG is called the Agent PG. Sequence Task 1 Add the Generic PG 2 Add PIM1 (CUCM PIM) 3 Add PIM1 (first VRU PIM) 4 Add PIM1 (second VRU PIM) 5 Add PIM1 (third VRU PIM) 6 Add PIM1 (fourth VRU PIM) 7 After Creating PIMS Add Generic PG The generic PG must be the first PG that you add. It is assigned the PG ID of PG1. 75

86 Configure Generic Peripheral Gateway Configure Solution Components Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway. In the Peripheral Gateway Properties dialog box: a) Check Production mode. b) Check Auto start system startup. c) Check Duplexed Peripheral Gateway. d) Choose PG1 in the PG node Properties ID field. e) Select the appropriate side (Side A or Side B). f) Under Client Type pane, add CUCM and VRU to the selected types. g) Click Next. Add PIM1 (CUCM PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select CUCM and PIM1. Then click OK. Check Enabled. In the Peripheral name field, enter CM. Step 5 In the Peripheral ID field, enter Step 6 Step 7 In the Agent extension length field, enter extension length for this deployment. In the Unified Communications Manager Parameters pane, configure as follows: a) In the Service field, enter the hostname of the Unified Communications Manager Subscriber. b) In the User ID field, enter pguser. c) In the User password field, enter the password of the user that will be created on Unified Communications Manager. d) In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729. Step 8 Click OK. 76

87 Configure Solution Components Configure Generic Peripheral Gateway Add PIM2 (First VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM2. Then click OK. Check Enabled. In the Peripheral name field, enter CVP1. Step 5 In the Peripheral ID field, enter Step 6 In the VRU hostname field, enter the hostname of CVP1 (Side A). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter In the DSCP field, choose CS3(24). Click OK. Add PIM3 (Second VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM3. Then click OK. Check Enabled. In the Peripheral name field, enter CVP2. Step 5 In the Peripheral ID field, enter Step 6 In the VRU host name, enter the IP address of CVP1 (Side B). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. 77

88 Configure Generic Peripheral Gateway Configure Solution Components Add PIM4 (Third VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM4. Then click OK. Check Enabled. In the Peripheral name field, enter CVP3. Step 5 In the Peripheral ID field, enter Step 6 In the VRU host name, enter the IP address of CVP2 (Side A). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec) field, enter 10. Step 9 In the Heartbeat interval (sec) field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. Add PIM5 (Fourth VRU PIM) In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add. Select Client Type of VRU and PIM4. Then click OK. Check Enabled. In the Peripheral name field, enter CVP4. Step 5 In the Peripheral ID field, enter Step 6 In the VRU host name, enter the IP address of CVP2 (Side B). Step 7 In the VRU Connect port field, enter Step 8 In the Reconnect interval (sec)field, enter 10. Step 9 In the Heartbeat interval (sec field, enter 5. 0 In the DSCP field, choose CS3(24). 1 Click OK. After Creating PIMs Perform this task at the Peripheral Gateway Component Properties page. 78

89 Configure Solution Components Configure CTI Server Enter 5000 in the Logical Controller ID field. Enter 0 in the CTI Call Wrapup Data delay field. In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the Device Management Protocol Properties dialog box. In the Device Management Protoculs Properties dialog box, complete all interface fields: a) On Side A Preferred: Side A Properties panel, enter Call Router is local. Side B Properties panel, enter Call Router is remote (WAN). b) On Side B Preferred: Side A Properties panel, enter Call Router is remote (WAN). Side B Properties panel, enter Call Router is local. c) For both Sides: Accept the default in the Usable Bandwidth (kbps) field. Accept the default in the Heartbeat Interval (100ms) field. d) Click Next. Step 5 Step 6 Step 7 In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields: a) Enter the Private Interfaces and the Public (Visible) Interfaces. b) Click the QoS button in the visible interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. c) Click the QoS button in the public interfaces section for Side A. In the PG Visible Link QoS Settings, check Enable QoS, click OK. d) Click Next. In the Check Setup Information dialog box, click Next. In the Setup Complete dialog box, click Finish. Configure CTI Server Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. In the Instance Components pane of the Components Setup dialog box click Add. In the Component Selection dialog box, click CTI Server. a) Check Production mode. 79

90 Install JTAPI Configure Solution Components b) Check Auto start at system startup. c) Check Duplexed CTI Server. d) Choose CG1 in the CG node properties pane ID field. e) Enter 1 in the CG node properties ICM system ID field. f) Click the appropriate side. g) Click Next. In the Server Component Properties dialog box, configure as follows: a) For Side A, enter in the Client Connection Port Number field. b) For Side B, enter in the Client Connection Port Number field. Step 5 Click Next. Step 6 In the Network Interface Properties dialog box, fill in all interface fields Then click Next. Step 7 Under the Check Setup Information page, click Next. Step 8 In the Setup Completed dialog box, click Finish. Step 9 Click Exit Setup. Install JTAPI Note This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager, on page 97. Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B. Step 5 Step 6 Launch the Unified Communications Manager in a browser ( and log in. Navigate to Application > Plugins. Click Find. Download the Cisco JTAPI 32-bit Client for Windows. Cisco JTAPI 64-bit is not supported. Install the downloaded file, accepting all of the default settings. At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next. Click Finish. Configure Media Routing Peripheral Gateway Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway. The MR PG is required; you must configure it. 80

91 Configure Solution Components Configure Media Routing Peripheral Gateway The Media Routing Peripheral Gateway can optionally have two PIMs the MultiChannel PIM (PIM1) and the Outbound PIM (PIM2). The Multichannel PIM can be configured for Unified WIM and Unified EIM or for SocialMiner. You can configure these PIMs if you use those features. Note Refer to the Features Guide at this URL guides_list.html for directions on adding the Outbound PIM and the Multichannel PIM. Add Media Routing PG The MR PG must be the second PG that you add such that it is assigned the PG ID of PG2. On Side A, it is PG2A. On Side B, it is PG 2B. Step 5 Step 6 Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway. In the Peripheral Gateway Properties dialog box: a) Check Production Mode. b) Check Auto start system startup. c) Check Duplexed Peripheral Gateway. d) Choose PG2 in the PG node Properties ID field. e) Click the appropriate side. f) Under Client Type pane, add Media Routing to the selected types. g) Click Next. Enter 5001 in the Logical Controller ID field. Enter 0 in the CTI Call Wrapup Data delay field. Click Next. In the Device Management Protocol Properties dialog box, configure as follows: a) On Side A Preferred: Side A Properties panel, enter Call Router is local. Side B Properties panel, enter Call Router is remote (WAN). b) On Side B Preferred: Side A Properties panel, enter Call Router is remote (WAN). Side B Properties panel, enter Call Router is local. c) For both Sides: Accept the default in the Usable Bandwidth (kbps) field. Enter 4 in the Heartbeat Interval (100ms) field. 81

92 Configure CTI OS Server Configure Solution Components d) Click Next. Step 7 Step 8 Step 9 0 In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces. a) Click the QoS button in the private interfaces section. In the PG Private Link Qos Settings, check the check box Enable QoS and click OK. b) Click the QoS button in the visible interfaces section. In the PG Visible Link Qos Settings, check the check box Enable QoS and click OK. c) Click Next. In the Check Setup Information dialog box, click Next. In the Setup Complete dialog box, click Finish. Click Exit Setup. Configure CTI OS Server Note This procedure is not required if the customer uses Finesse for the agent desktop. Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of Unified CCE Call Server. Step 5 Step 6 Step 7 Step 8 Step 9 0 If a maintenance release for CTIOS is available, copy the maintenance release to the local drive of Unified CCE Call Server. Navigate to CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes. Accept the Software License Agreement. Browse to the location for the latest Maintenance Release, if any. Click Next. In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTIOS Server Instance window, enter your instance name and click OK. Click Add in the CTI OS Server List pane. Click OK. In the Enter Desktop Drive dialog box, choose drive C. Click OK. In the CTI Server Information dialog box, enter the host name of the Call Servers and the port for Side A (which is 42027) and the port for Side B (43027). Then click Next. In the Peripheral Identifier dialog box, accept all defaults and Click Next. a) In the Peripheral ID field, enter the Peripheral ID of CUCM PG. b) In the Login By pane, Choose Agent ID In the Connect Information dialog box, accept all defaults and then click Next. In the Statistics Information dialog box, accept all defaults and then click Next. In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next. In the Peer CTIOS Server dialog box, configure as follows: a) Check Duplex CTIOS Install. 82

93 Configure Solution Components Configure Cisco Unified CVP b) If you are configuring Side A, set the Peer CTI OS server to the hostname of Call Server Side A. If you are configuring Side B, set the Peer CTI OS server to the hostname of the Call Server B. c) In the Port field, enter Click Finish. In the Cisco CTIOS Server Security dialog box, uncheck Enable Security. Click OK. In the CTI OS Security Setup Complete dialog box, click Finish. When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically. Follow all prompts to install the Maintenance Release, if there is one. When the Maintenance Release install completes, click Finish and follow the prompts to restart. Access Registry Editor (Start > Run > regedit). Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\ctios1\server\agent. 3 Set forcelogoutonsessionclose to 1. Configure Cisco Unified CVP This section explains the procedure to configure Cisco Unified CVP. Sequence Task Done? Validate Network Adapter Settings and Power On, on page 66 Enable Unified CVP Operations Console, on page 84 Edit Registry Settings and Restart VM, on page 67 Configure Unified CVP Call Server, on page 85 Configure Unified CVP VXML Server, on page 85 Configure Gateways, on page 86 Configure Unified CVP Media Server, on page 87 Transfer Scripts and Media Files, on page 88 Transfer License Files, on page 89 Configure SNMP, on page 89 Configure SIP Server Group, on page 89 Configure Dialed Number Patterns, on page 90 83

94 Configure and Validate Network Card for Unified CVP Configure Solution Components Configure Locations-Based Call Admission Control, on page 91 Configure Cisco IOS Enterprise Voice Gateway, on page 92 Configure and Validate Network Card for Unified CVP For all Unified CVP servers, configure and validate the network cards. Configure Network Card for Unified CVP Choose Start and right-click Network. Select Properties. Then select Change Adapter Settings. Press Alt F from the Network Connections page to display the Advanced menu. From the Advanced menu choose Advanced Settings. Validate Network Card Step 5 Step 6 Step 7 Choose Start and right-click Network. Select Properties. Then select Change Adapter Settings. Right-click Local Area Connection and select Properties. Uncheck Internet Protocol Version 6 (TCP/IPV6). Check Internet Protocol Version 4 and select Properties. Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers for the template. Click OK. Enable Unified CVP Operations Console Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations Console. 84

95 Configure Solution Components Configure Unified CVP Call Server Go to Start > Run and type services.msc. Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start. Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate. Configure Unified CVP Call Server Complete the following procedure to configure the Call Server component for the Unified CVP Servers. Step 5 Step 6 Step 7 Step 8 Step 9 On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal. Click Operations Console and log in. Navigate to Device Management > Unified CVP Call Server. Click Add New. On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next. Click the SIP tab: a) In the Enable outbound proxy field, select No. b) In the Use DNS SRV type query field, select Yes. c) Check Resolve SRV records locally. (Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: a) Enter the IP address or the hostname of the syslog server. b) Enter 514 for the port number of the syslog server. c) Enter the name of the backup server to which the reporting server writes log messages. d) In the Backup server port number field, enter the port number of the backup syslog server. Click Save & Deploy. Repeat this procedure for the next three Unified CVP Servers. Configure Unified CVP VXML Server Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers. 85

96 Configure Gateways Configure Solution Components Step 5 Step 6 In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server. Click Add New. On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Configure the primary and backup CVP Call Servers as follows: a) For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B. b) For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B. c) For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A. d) For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A. Click Save & Deploy. Repeat this procedure for all CVP Servers. Configure Gateways Step 5 In the Unified CVP Operations Console, navigate to Device Management > Gateway. Click Add New. On the General tab, configure as follows: a) Enter the IP address. b) Enter the hostname. c) Choose the Device Type. d) In the Username and Passwords pane, enter the username, password, and enable password. Click Save. Repeat for every gateway. 86

97 Configure Solution Components Configure Unified CVP Media Server Configure Unified CVP Media Server Step 5 Step 6 Step 7 In the Unified CVP Operations Console, navigate to the Device Management > Media Server. Click Add New. On the General tab, enter the IP address and the hostname of the Unified CVP server. Click Save. Repeat Steps 1 through 4 for all CVP Servers. Change Default Media Server from None to any one of the Unified CVP servers. Then click Set. Click Deploy. IVR Service Failover Mechanism The IVR Service failover mechanism applies to: Connections between the IVR Service and the IOS Voice Browser, only. All communication between the IOS Voice Browser and an ASR Server, TTS Server, or Media Server. Media Server, when the ICM Script ECC variable, user.microapp.media_server, is set to mediaserver. When user.microapp.media_server is set to mediaserver, the IVR Service uses the IP Address defined on the gateway as: ip host mediaserver ip host mediaserver-backup Note If user.microapp.media_server is configured as the hard-coded IP Address of the media server, then the IVR Service will not perform any failover for the media server. If the IVR Service receives a Call Result error code value of 9 (MEDIA_FILE_NOT_FOUND), 33 (GENERAL_ASR_TTS), 31 (MEDIA_RESOURCE_ASR) or 32 (MEDIA_RESOURCE_TTS), it does the following: When attempting to connect to a Media Server, the IVR Service: Resends the request the number of times defined in the IVR Service Configuration's Media Server Retry Attempts field. If the connection is not successful after the specified number of attempts, and the IVR Service Configuration's Use Backup Media Servers field is set to Yes (the default), the IVR Service makes the same number of attempts to retrieve the media from a backup media server before failing and generating an error. 87

98 Transfer Scripts and Media Files Configure Solution Components Note The backup media server is defined on the gateway as <mediaserver>-backup. Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME. When attempting to connect to an ASR/TTS Server, the IVR Service: Resends the request the number of times defined in the IVR Service Configuration's ASR/TTS Server Retry Attempts field. If the connection is not successful after the specified number of attempts, and the IVR Service Configuration's Use Backup ASR/TTS Servers field is set to Yes (the default), the IVR Service makes the same number of attempts to connect to a backup ASR/TTS server before failing and generating an error. Note The backup ASR and TTS servers are defined on the gateway as asr-<locale>-backup and tts-<locale>-backup. Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME. Each new call attempts to connect to the primary server. If failover occurs, the backup server is used for the duration of the call; the next new call will attempt to connect to the primary server. Transfer Scripts and Media Files Create the notification destination and deploy to all of the Unified CVP devices. Step 5 Step 6 In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media. In the Select device type field, select the Gateway. Move all Gateways to Selected. Click Default Gateway files. Click Transfer and select OK at the popup window. Click File Transfer Status to monitor transfer progress. 88

99 Configure Solution Components Transfer License Files Transfer License Files Step 5 Step 6 Step 7 In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Licenses. Click Browse to choose your license file to upload. Click Transfer. Then click OK at the message asking if you are sure. Click File Transfer Status. Confirm that each of the File Transfers shows "Success" in the Status column. Navigate to System > Control Center. Shut down gracefully and then start each of the Call Servers in the list. This allows the new licensing to take effect. Configure SNMP Note This is optional. For more information, see Simple Network Management Protocol, on page 167 In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String. Click Add New. a) Name the community string. b) Select the Devices tab and assign the SNMP community string to a device. c) Click Save and Deploy. Create the notification destination and deploy to all of the Unified CVP devices. a) Navigate to SNMP > V1/V2c > Notification Destination. b) Complete the fields. c) Select the Devices tab and assign the SNMP notification destination to a device. d) Click Save and Deploy. Configure SIP Server Group SIP Server Groups are required for Cisco Unified Communications Manager and Gateways. 89

100 Configure Dialed Number Patterns Configure Solution Components In the Unified CVP Operations Console, navigate to System > SIP Server Group. Create a server group for the Cisco Unified Communications Manager devices: a) On the General tab, click Add New. b) Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com. c) In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node. d) Click Add. Create a server group for the gateway devices: a) On the General tab, click Add New. b) In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com. c) In the IP Address/Hostname field, enter an IP address or hostname for each gateway. d) Click Add. e) Repeat Steps c and d for each gateway. Click Save. Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways. Associate these server groups to all Unified CVP Call Servers: a) On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list. b) Click Save and Deploy. Configure Dialed Number Patterns Dialed number patterns are required for: Agent Device Network VRU Ringtone Error In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern. For each dialed number pattern in the table below: a) Click Add New. b) In the Dialed Number Pattern field, enter the dialed number pattern. 90

101 Configure Solution Components Configure Locations-Based Call Admission Control c) In the Description field, enter a description for the dialed number pattern. d) In the Dialed Number Pattern Types pane, check the specified dialed number pattern types. e) Click Save. After you configure all dialed number patterns, click Deploy. Click Deployment Status to make sure that you applied the configuration. Dialed number pattern Description Dialed number pattern types 91* 92* The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to * Ringtone Error Agent Device. Not applicable to SCC Deployment model. Network VRU Label Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com). Check Enable Send Calls to Originator. Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com). Check Enable Send Calls to Originator. Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway. Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds. Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com). Check Enable Send Calls to Originator. Configure Locations-Based Call Admission Control Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also known as the Centralized Model). This means that all servers (Unified CVP, Unified ICME, Unified Communications Manager, SIP Proxy server, and media servers) are centralized in one or two data centers, and each branch office (of which there can hundreds or thousands) contains only a gateway and IP phones. This section provides an overview of how to configure Unified CVP to: Accommodate Unified CM locations-based CAC 91

102 Configure Cisco IOS Enterprise Voice Gateway Configure Solution Components Minimize bandwidth usage on the WAN This section also describes other call flow and bandwidth usage issues to consider. The following sections do not include detailed installation and configuration instructions. Rather, they are intended to provide you with guidance as you set up the Unified CVP solutions in your network. For additional information about how to install, set up, run, and administer Unified CVP, refer to Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Configure Unified CM Service Configuration Settings Set the following configuration parameters to make Unified CM use the Ingress gateway instead of Unified CVP as the originating location of the call. Set "Accept Unknown TCP connection" in Unified CM Service parameters. Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to None. Do not define Unified CVP as a gateway device in Unified CM. Define the Ingress gateways as gateway devices in Unified CM. Assign the correct location to the devices. These settings ensure that CAC can be properly adjusted based on the locations of the calling endpoint and the phone. Configure Cisco IOS Enterprise Voice Gateway Complete the following procedure to configure the Cisco IOS Voice Gateway. Note Complete all configuration steps in enable > configuration terminal mode. Configure the network interfaces: interface GigabitEthernet0/0 ip route-cache same-interface duplex auto speed auto no keepalive no cdp enable Configure global settings: voice service voip no ip address trusted authenticate allow-connections sip to sip signaling forward unconditional sip rel1xx disable header-passing options-ping 60 midcall-signaling passthru 92

103 Configure Solution Components Configure Cisco IOS Enterprise Voice Gateway Configure voice codec preference: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711ulaw Configure Unified CVP services and settings: # Default CVP Services application service new-call flash:bootstrap.vxml service survivability flash:survivability.tcl service CVPSelfService flash:cvpselfservicebootstrap.vxml service ringtone flash:ringtone.tcl service cvperror flash:cvperror.tcl service bootstrap flash:bootstrap.tcl service handoff flash:handoff.tcl Step 5 # Default CVP http, ivr, rtsp, mrcp and vxml settings http client cache memory pool http client cache memory file 1000 http client cache refresh no http client connection persistent http client connection timeout 60 http client connection idle timeout 10 http client response timeout 30 ivr prompt memory ivr asr-server rtsp://asr-en-us/recognizer ivr tts-server rtsp://tts-en-us/synthesizer rtsp client timeout connect 10 rtsp client timeout message 10 mrcp client timeout connect 10 mrcp client timeout message 10 mrcp client rtpsetup enable vxml tree memory 500 vxml audioerror vxml version 2.0 Configure gateway and sip-ua timers: gateway media-inactivity-criteria all timer receive-rtp 1200 Step 6 sip-ua retry invite 2 retry bye 1 timers expires timers connect 1000 reason-header override Configure the dial-peers: # Configure CVP survivability dial-peer voice 1 pots description CVP TDM dial-peer service survivability incoming called-number.t direct-inward-dial 93

104 Configure Cisco IOS Enterprise Voice Gateway Configure Solution Components # Configure CVP Ringtone dial-peer voice voip description CVP SIP ringtone dial-peer service ringtone incoming called-number 9191T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711ulaw no vad # Configure CVP Error dial-peer voice voip description CVP SIP error dial-peer service cvperror incoming called-number 9292T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711ulaw no vad #Configure VXML leg where the incoming called-number matches the Network VRU Label dial-peer voice 9999 voip description Used for VRU leg service bootstrap incoming called-number 777T dtmf-relay rtp-nte codec g711ulaw no vad #Configure the Switch leg where # preference is used to distinguish between sides. # max-conn is used prevent overloading of CVP # options-keepalive is used to handle failover # Note: the example below is for gateways located on the A-side of a geographically distributed deployment dial-peer voice voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx... # Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### # IP Address for CVP1, SideA session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad 94

105 Configure Solution Components Configure Cisco IOS Enterprise Voice Gateway dial-peer voice voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx... # Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### # IP Address for CVP2, SideA session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad dial-peer voice voip description Used for Switch leg SIP Direct preference 2 max-conn 225 destination-pattern xxxx... # Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### # IP Address for CVP1, SideB session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad dial-peer voice voip description Used for Switch leg SIP Direct preference 2 max-conn 225 destination-pattern xxxx... # Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### # IP Address for CVP2, SideB session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad Step 7 Configure the hardware resources (transcoder, conference bridge, and MTP): # Configure the voice-cards share the DSP resources located in Slot0 voice-card 0 dspfarm dsp services dspfarm voice-card 1 dspfarm dsp services dspfarm voice-card 2 dspfarm dsp services dspfarm 95

106 Configure Cisco IOS Enterprise Voice Gateway Configure Solution Components voice-card 3 dspfarm dsp services dspfarm voice-card 4 dspfarm dsp services dspfarm # Point to the contact center call manager sccp local GigabitEthernet0/0 sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM1) sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM2) # Add a SCCP group for each of the hardware resource types sccp ccm group 1 associate ccm 1 priority 1 associate profile 2 register <gw70mtp> associate profile 1 register <gw70conf> associate profile 3 register <gw70xcode> # Configure DSPFarms for Conference, MTP and Transcoder dspfarm profile 1 conference codec g711ulaw codec g711alaw codec g729r8 maximum sessions 24 associate application SCCP dspfarm profile 2 mtp codec g711ulaw codec g711alaw codec g729r8 maximum sessions software 500 associate application SCCP Step 8 dspfarm profile 3 transcode codec g711ulaw codec g711alaw codec g729r8 maximum sessions 52 associate application SCCP (Optional) Configure the SIP Trunking: # Configure the resources to be monitored voice class resource-group 1 resource cpu 1-min-avg threshold high 80 low 60 resource ds0 resource dsp resource mem total-mem periodic-report interval 30 # Configure one rai target for each CVP Server sip-ua rai target ipv4:###.###.###.### resource-group1 (CVP1A) rai target ipv4:###.###.###.### resource-group1 (CVP2A) rai target ipv4:###.###.###.### resource-group1 (CVP1B) 96

107 Configure Solution Components Configure Unified Communications Manager rai target ipv4:###.###.###.### resource-group1 (CVP2B) permit hostname dns:%requires manual replacement - ServerGroup Name defined in CVP.System.SIP Server Groups% Configure Unified Communications Manager Follow this sequence of tasks to configure Unified Communications Manager: Sequence Task Configure Publisher for Unified Communications Manager, on page 98 Configure Unified Communications Manager Subscriber, on page 99 Unified Communications Manager License, on page 100 Validate Clusterwide Domain Configuration, on page 102 Activate Services, on page 102 Configure Cisco Unified Communications Manager Groups, on page 103 Configure CTI Route Point, on page 104 Configure SIP Options, on page 105 Configure Trunk, on page 105 Configure Application User, on page 104 Configure Route Pattern, on page 106 Configure Conference Bridges, on page 106 Configure Media Termination Points, on page 107 Configure Transcoders, on page 107 Configure Media Resource Groups, on page 108 Configure and Associate Media Resource Group List, on page 109 Add Phones, on page 109 Done? 97

108 Configure Publisher for Unified Communications Manager Configure Solution Components Configure Publisher for Unified Communications Manager This procedure is for golden templates only. You must customize the Unified Communications Manager publisher before you customize the subscribers. Before You Begin DNS Configuration is mandatory for Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more information, see Configure DNS Server, on page 49 In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM. Copy the file named CUCM_PUB_SideA_platformConfig.xml. Step 5 Step 6 Step 7 Step 8 Step Paste it to another location and rename it to platformconfig.xml. Launch WinImage and select File > New > 1.44 MB and click OK. Drag and drop platformconfig.xml into WinImage. When prompted to inject the file, click Yes. Select File > Save As. From the Save as type list, choose Virtual floppy image. Provide the file name as platformconfig.flp and click Save. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore, create a folder named CUCM_PUB. Upload the platformconfig.flp file to the folder CUCM_PUB. Edit the Virtual Machine Settings for the Unified Communication Manager VM. On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the CUCM_PUB folder on the data store and click OK. Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK. Power on the Publisher. This begins the installation based on the information in the.flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation. 6 7 Click the Console tab for the VM. Log in to the publisher machine, using the credentials for the Administration User. The machine opens to the CLI interface. Edit settings and uncheck Connect at Power on for the floppy drive. 98

109 Configure Solution Components Configure Unified Communications Manager Subscriber Note During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password. Default Password for OS Administrator: Application UserName: Administrator Default Password for Application User: Sftp password: IPSec password: After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM. Continue to: Configure Unified Communications Manager Subscriber, on page 99 Configure Unified Communications Manager Subscriber Attention The Subscriber configuration procedures to launch the publisher to add the subscriber and to configure the subscriber are for Golden Templates only. Before You Begin DNS Configuration is mandatory for Unified Communications Manager. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page 49 Launch Unified Communications Manager Publisher to Add the Subscriber To add the subscriber, you must launch the publisher node. Step 5 Step 6 Step 7 Launch the Unified Communications Manager Publisher in a browser ( Addr of CUCM Publisher>/ccm/admin). Enter the username and password and login to the Unified Communications Manager. Select System > Server > Add New. On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next. On the Server Information page, enter the IP address of the first subscriber. Click Save. Repeat Steps 3-6 for the second subscriber. 99

110 Unified Communications Manager License Configure Solution Components Configure Subscriber Step 5 Step 6 Step 7 Step 8 Step Launch WinImage and select File > New > 1.44 MB and Click OK. In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM. In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUCM. Copy the file named CUCM_SUB_SideA_platformConfig.xml. Paste it to another location and rename it to platformconfig.xml. Drag and drop platformconfig.xml into WinImage. a) Click Yes at the message asking if you want to inject the file. b) Select File > Save as and save the file as a Virtual Floppy Image with the filename platformconfig.flp. Tip If drag and drop does not work, select Image > Inject. Then browse to the file. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Create the folder CUCM_SUB and upload platformconfig.flp to it. Edit the Virtual Machine settings for the Unified Communications Manager Subscriber VM. On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the CUCM_SUB folder on the data store. Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM. This begins the installation and customizes the installation based on the information in the.flp file. 2 After you complete the installation uncheck Connect at Power on for the floppy drive. 3 Repeat this procedure for the second subscriber on Side B. Unified Communications Manager License Upgrade License Before You Begin Generate the license using this procedure: Generate and Register License, on page

111 Configure Solution Components Unified Communications Manager License Step 5 Step 6 Step 7 Step 8 Step 9 Unzip the license file from the message. Under Other Fulfillment Options, select Fulfill Licenses from File. Click Browse and locate your license file. Click Install and close the popup window. Navigate to Product Instances. Delete any old instances. Then click Add. Fill in the name, hostname/ip address, username, and password for your Cisco Unified Communications Manager Publisher. Select Product type of Unified CM. Click OK. Click Synchronize Now. Generate and Register License Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request. When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor. Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it. Enter the PAK when prompted. You will receive the license file in an message. Install License Complete the following procedure to install a license. Unzip the license file from the message. Navigate to License Management > Licenses. Click Install License File and select the unzipped file and then click Install. Navigate to the Monitoring > License Usage page to verify a successful installation. 101

112 Validate Clusterwide Domain Configuration Configure Solution Components Validate Clusterwide Domain Configuration This validation is required for running calls. In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters. Scroll down to Clusterwide Domain Configuration. Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server Groups Configure SIP Server Group, on page 89. Install JTAPI on Unified CCE Servers Now that you configured the Unified Communications Manager, you can Install JTAPI, on page 80. Provision Cisco Unified Communications Manager This section contains the procedures you must perform to provision Cisco Unified Communications Manager. This section assumes you have added phones. Activate Services, on page 102 Configure Cisco Unified Communications Manager Groups, on page 103 Configure CTI Route Point, on page 104 Configure Trunk, on page 105 Configure SIP Options, on page 105 Configure Application User, on page 104 Configure Route Pattern, on page 106 Configure Conference Bridges, on page 106 Configure Media Termination Points, on page 107 Configure Transcoders, on page 107 Configure Media Resource Groups, on page 108 Configure and Associate Media Resource Group List, on page 109 Activate Services Complete the following procedure to activate service. 102

113 Configure Solution Components Provision Cisco Unified Communications Manager Step 5 Open Cisco Unified CM Administration at Address of the CUCM Publisher>/ccmadmin. Select Cisco Unified Serviceability from the Navigation menu and click Go. Select Tools > Service Activation. From the Server drop-down list, choose the server on which you want to activate the service, and then click Go. For the Publisher, check the following services to activate and click Save: Cisco CallManager Cisco IP Voice Media Streaming App Cisco CTIManager Cisco Tftp Cisco Bulk Provisioning Service Cisco AXL Web Service Cisco Serviceability Reporter Cisco CTL Provider Cisco Certificate Authority Proxy Function Step 6 For the Subscribers, check the follow services to activate and click Save: Cisco CallManager Cisco IP Voice Media Streaming App Cisco CTIManager Cisco AXL Web Service Cisco CTL Provider Configure Cisco Unified Communications Manager Groups Complete the following procedure to add a Cisco Unified Communications Manager to the Unified Communications Manager Group. Make sure that you configured both the publisher and the subscribers. Note Before you configure a Cisco Unified Communications manager group, you must configure the Cisco Unified Communications Managers that you want to assign as members to that group. 103

114 Provision Cisco Unified Communications Manager Configure Solution Components Step 5 Step 6 Select Cisco Unified CM Administrator from the Navigation menu and click Go. Select System > Cisco Unified CM Group. Click Find. Then click Default. Move the two subscribers from the Available panel to the Selected panel. Do not select the publisher; the publisher should not be used for call processing. Click Save. Click Reset. Configure CTI Route Point Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfers and conferences. Step 5 Step 6 Step 7 In Cisco Unified CM Administration, select Device > CTI Route Point. Click Add New. Set a device name; for example, PCCEInternalDNs. For Device Pool, select Default. Select a Media Resource Group List from the list. Click Save. Click on Line [1] to configure the directory number associated with this route point. This directory number will be a pattern that is intended to match any of the internal Dialed Numbers you configure in Packaged CCE for internally routed calls. (For instance, for Transfers and Conferences). Important Define a pattern that is flexible enough to match all your internal dialed numbers yet restrictive enough not to inadvertently intercept calls intended for other Route Patterns you may have defined for other parts of your dial plan. As a best practice, use a unique prefix for internal calls. For example, if you have internal dialed numbers and , then an appropriate line number to enter for the cti route point would be 123XXXX. Configure Application User Complete the following procedure to configure each application user. Note This step assumes you have added users and phones. 104

115 Configure Solution Components Provision Cisco Unified Communications Manager Step 5 Step 6 In Unified Cisco CM Administration, select User Management > Application User. Click Add New. Enter the User ID of pguser. This must match the name used in PG Setup on the Call Server. See Add PIM1 (CUCM PIM), on page 76 Enter cisco in the Password and Confirm Password fields. These must match the values used in PG Setup on the Call Server. Note that if you change this user ID or password in Unified CCE, you must also change the Unified Communication Manager application user configuration. Click Add to Access Control Group. Then click Find and select Standard CTI Allow Call Monitoring and Standard CTI Enabled. Click Add Selected. Step 7 Add the CTI route point to pguser. See Configure CTI Route Point, on page 104. Step 8 Step 9 Select the CTI Route Point from Available Devices and add it to the list of Contolled Devices. Click Save. Configure SIP Options Use the default SIP profile. Configure Trunk There are four CVP call servers, and each must be associated with a SIP trunk in Unified Communications Manager. The following procedure explains how to configure four SIP trunks, each targeting a different CVP call server. Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as long as all four CVP call servers are targeted by the configured SIP trunks. Step 5 In Unified Cisco CM Administration, select Device > Trunk. Click Add New. From the Trunk Type drop-down list, choose SIP Trunk, and then click Next. Enter the following in the Device Information section: a) In the Device Name field, enter a name for the SIP trunk, for example, siptrunkcvp1a. b) In the Device Pool drop-down list, select the device pool that the customer has defined. c) Select a Media Resource Group List from the list. d) Make sure that the Media Termination Point Required check box is not checked. Scroll down to the SIP Information section: a) In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination port of

116 Provision Cisco Unified Communications Manager Configure Solution Components b) In the SIP Trunk Security Profile drop-down list, select Non Secure SIP Trunk Profile. c) In the SIP Profile drop-down list, select Standard SIP Profile. d) In the DTMF Signaling Method drop-down list, select RFC Step 6 Step 7 Step 8 Click Save. Click Reset. Repeat for all the remaining CVP call servers in the deployment. Configure Route Pattern Complete the following procedure to configure a route pattern. Step 5 Step 6 Step 7 Step 8 Step 9 In Unified CM Administration, select Call Routing > Route Hunt > Route Group. Configure and save a Route Group with the four CVP sip trunks. Select Call Routing > Route Hunt > Route List. Configure and save a Route List for the Route Group. Add the Route Group to a Route List Select Call Routing > Route Hunt > Route Pattern. Click Add New. Create one Route Pattern Definition for Route Pattern 888!. Keep all defaults in the Pattern Definition panel. Click Save. To load-balance sending calls across all 4 CVP servers, add all 4 CVP servers to the route group/route list. Configure Conference Bridges Perform this procedure for each gateway in the deployment. Select Media Resources > Conference bridge. Click Add New. Select Conference Bridge Type of Cisco IOS Conference Bridge. In the Conference Bridge name field, enter a unique identifier for the conference bridge name that matches the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on page 92. In the example, this is gw70conf. # Add a SCCP group for each of the hardware resource types sccp ccm group 1 associate ccm 1 priority 1 106

117 Configure Solution Components Provision Cisco Unified Communications Manager associate profile 2 register gw70mtp associate profile 1 register gw70conf associate profile 3 register gw70xcode Step 5 Step 6 Step 7 Select a Device Pool. Click Save. Click Apply Config. Configure Media Termination Points Complete this procedure for each gateway in the deployment. Step 5 Step 6 Select Media Resources > Media Termination Point. Click Add New. In the Media Termination Point Name field, enter a unique identifier for the media termination that coincides with the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on page 92. In the example, this is gw70mtp. # Add a SCCP group for each of the hardware resource types sccp ccm group 1 associate ccm 1 priority 1 associate profile 2 register gw70mtp associate profile 1 register gw70conf associate profile 3 register gw70xcode Select a Device Pool. Click Save. Click Apply Config. Configure Transcoders Perform this procedure for each gateway in the deployment. Select Media Resources > Transcoder. Click Add New. For Transcoder Type, select Cisco IOS enhanced media termination point. In the Device Name field, enter a unique identifier for the transcoder name that coincides with the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway, on page 92. # Add a SCCP group for each of the hardware resource types sccp ccm group 1 107

118 Provision Cisco Unified Communications Manager Configure Solution Components associate ccm 1 priority 1 associate profile 2 register gw70mtp associate profile 1 register gw70conf associate profile 3 register gw70xcode Step 5 Step 6 Step 7 In the Device Pool field, select Default. Click Save. Click Apply Config. Configure Media Resource Groups Step 5 Select Media Resources > Media Resource Group. Add a Media Resource Group for Conference Bridges. a) Click Add New. b) Enter a Name. c) From the Available list, select all the hardware conference bridge resources configured for each ingress/vxml combination gateway in the deployment and add them to the group. d) Click Save. Add a Media Resource Group for Media Termination Point. a) Click Add New. b) Enter a Name. c) From the Available list, select all the hardware media termination points configured and add them to the group. d) Click Save. Add a Media Resource Group for Transcoder. a) Click Add New. b) Enter a Name. c) From the Available list, select all the transcoders configured and add them to the group. d) Click Save. Click Save. 108

119 Configure Solution Components Configure Unified Intelligence Center Configure and Associate Media Resource Group List Select Media Resources > Media Resource Group List. Click Add New and enter a Name. Add a Media Resource Group list and associate all of the media resource groups. Click Save. Select System > Device Pool. Click Find. Click Default. Step 5 From the Media Resource Group List drop-down list, choose the media resource group list added in. Step 6 Click Save. Click Reset. Add Phones It is beyond the scope of this document to explain how to add phones and associate them with the Application User. You will, however, need two phones for the agents who will sign in to Finesse to test calls. This is necessary to complete the final step to make a call. This topic indicates which Cisco Unified Communications Manager tools you access to add phones. Step 5 Step 6 Step 7 Step 8 Step 9 Sign in to the Cisco Unified Communications Manager Console ( Select Device > Phone. Click Find and then Add New. Select the phone type you will use for the agent. Then click Next. Complete all required fields in the Device Information screen and Save. Repeat steps 2-4 for the second phone. Select User Management > Application User. Click Find. Then select pguser. Make sure the CTI Route Point (Configure CTI Route Point, on page 104) and both phones are moved from Available Devices to Controlled Devices. Configure Unified Intelligence Center Follow these tasks to configure Unified Intelligence Center. Sequence Task Done? 1 Configure Unified Intelligence Center Publisher, on page

120 Configure Unified Intelligence Center Publisher Configure Solution Components Sequence Task Unified Intelligence Center License and Sign-In, on page 120 Configure Unified Intelligence Center Subscriber, on page 112 Configure Unified Intelligence Center Reporting, on page 113 Configure Unified Intelligence Center Administration, on page 119 Done? Configure Unified Intelligence Center Publisher This procedure is for golden templates only. You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber. Before You Begin DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page

121 Configure Solution Components Configure Unified Intelligence Center Publisher Step 5 Step 6 Step 7 Step 8 Step In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC. Copy the file named CUICPUB_SideA_platformConfig.xml. Paste it to another location and rename it to platformconfig.xml. Launch WinImage and select File > New > 1.44 MB and click OK. Drag and drop platformconfig.xml into WinImage. When prompted to inject the file, click Yes. Select File > Save as. From the Save as type list, select Virtual floppy image. Provide the filename as platformconfig.flp and click Save. Make sure you have selected the correct network adapter. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named CUIC_PUB. Upload the platformconfig.flp file to the folder CUIC_PUB. 2 Edit the Virtual Machine Settings for the Unified Intelligence Center Publisher VM On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the CUIC_PUB folder on the data.store and click OK. Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK. Power on the Publisher. This begins the installation based on the information in the.flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation. 6 7 Click the Console tab for the VM. Log in to the publisher, using the credentials for the Administration User. The machine opens to the CLI interface. Edit settings and uncheck Connect at Power on for the floppy drive. Note During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password. Default Password for OS Administrator: pcce@123 Application UserName: Administrator Default Password for Application User: pcce@123 Sftp password: pcce@123 IPSec password: pcce@

122 Configure Unified Intelligence Center Subscriber Configure Solution Components What to Do Next After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM. Continue to: Configure Unified Intelligence Center Subscriber, on page 112. Configure Unified Intelligence Center Subscriber Before You Begin DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more information, see Configure DNS Server, on page 49. Launch Publisher to Add Subscriber Step 5 Step 6 Direct a browser to the URL ADDRESS>/oamp where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher. Sign in using the system application user ID and password that you defined during installation. From the panel in the left, select Device Management > Device Configuration. Click Add Member. On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a description for the device. Click Save. Configure Subscriber Complete the following procedure to configure a subscriber. Step 5 Launch WinImage and select File > New > 1.44 MB. In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC. Copy the file named CUIC_SUB_SideA_platformConfig.xml. Paste it to another location and rename it to platformconfig.xml. Drag and drop platformconfig.xml into WinImage: a) Click Yes at the message asking if you want to inject the file. b) Select File > Save as and save the file as a Virtual Floppy Image with the filename platformconfig.flp. 112

123 Configure Solution Components Configure Unified Intelligence Center Reporting Step 6 Tip If drag and drop does not work, select Image > Inject. Then browse to the file. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Step 7 Create the folder CUIC_SUB and upload platformconfig.flp to it. Step 8 Step 9 0 Edit the Virtual Machine settings for the CUIC Subscriber VM. On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the CUIC_SUB folder on the data store. Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM. This begins the installation and customizes the installation based on the information in the.flp file. 1 2 If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server by adding the machine in forward and reverse lookup. Note During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password. Make changes as follows: Default Password for OS Administrator: pcce@123 Application UserName: Administrator Default Password for Application User: pcce@123 Sftp password: pcce@123 IPSec password: pcce@123 After you complete the installation uncheck Connect at Power on for the floppy drive. Configure Unified Intelligence Center Reporting Complete the following procedures to configure Unified Intelligence Center Reporting. Configure Unified Intelligence Center SQL User Account Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. Log in. Navigate to Security >Logins, right-click Logins and select New Login. This login is used when you configure the data sources for Cisco Unified Intelligence Center reporting. On the General Screen: a) Enter the Login Name. b) Select SQL Server authentication. 113

124 Configure Unified Intelligence Center Reporting Configure Solution Components c) Enter and confirm the Password. d) Uncheck Enforce password policy. Step 5 Click User Mapping. a) Check the databases associated with Side A and AWdb. b) Choose each database and associate it with the db_datareader and public roles, and click OK. Related Topics Configure Unified Intelligence Center Data Sources, on page 114 Configure Unified Intelligence Center Data Sources Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account ( Click Data Sources in the left panel. Choose the Unified CCE Historical Data Source. Click Edit. a) In the Database Host field, enter the IP Address of the Side A Unified CCE Data Server. For an external AW-HDS-DDS, enter the IP Address of the server for the external HDS. b) For Port, enter c) In the Database Name field, enter {instance}_sidea. For an external HDS, enter the database name of the external HDS. d) Select the timezone. e) In the Database User ID, enter the username for the SQL Server user account created when you configured the Cisco Intelligence Center SQL User Account. f) Enter and confirm the SQL Server User password. g) For Charset, enter ISO h) Leave the Instance field blank. i) Click Test Connection to confirm the Online status. Click the Secondary tab to configure Unified CCE Historical Data Source for side B. a) Click Failover Enabled. b) In the Database Host field, enter the IP address of the Side B Unified CCE Database Server. For an external AW-HDS-DDS, enter the IP Address of the external AW-HDS-DDS server. c) For Port, enter d) For an external HDS, enter the database name of the external HDS. e) Complete other fields as in the Primary tab. f) Test Connection and Save. Step 5 Choose the Unified CCE Realtime Data Source. Click Edit. a) In the Database Host field, enter the IP address of the Side A Unified CCE Data Server. For an external AW-HDS-DDS, enter the IP Address of the external server. 114

125 Configure Solution Components Configure Unified Intelligence Center Reporting b) For Port, enter c) In the Database Name field, enter {instance}_awdb. For an external HDS, enter the name of the external, real-time database. d) Select the timezone. e) In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence Center SQL Server user account. f) Enter and confirm the Cisco Unified Intelligence Center User password. g) For Charset, enter the charset of the installed SQL. h) Leave the Instance field blank. i) Click Test Connection to confirm the Online status. j) Click Save. Step 6 Click the Secondary tab to configure Unified CCE Realtime Data Source for side B. a) Click Failover Enabled. b) In the Database Host field, enter the IP Address of the Side B Unified CCE Database Server. For an external AW-HDS-DDS server, enter the IP Address of the server for the external HDS. c) In the Database Name field, enter {instance}_awdb. For an external HDS, enter the name of the external, real-time database. d) Complete other fields as in the Primary tab. e) Click Save. What to Do Next User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates. Import Reports If you have an existing report, you can import that report and the related help files into Unified Intelligence Center. You must zip the report before importing it. The format for storing the report and help content is as shown below: Figure 1: Directory Structure of the Report ZIP File Each report help folder has a size limit of 3 MB. If the size exceeds this limit, the system does not load the help content. You can import the following: Report, Report Definition, Value Lists, Views, Report Editor values, Thresholds, Drilldowns, Permissions, and Template Help. 115

126 Configure Unified Intelligence Center Reporting Configure Solution Components Note However you cannot import the Report Filters and Collections. To import a report, follow the steps below. Step 5 Step 6 Step 7 Step 8 Step 9 Click the Reports drawer in the left pane. Navigate to the folder where you want to import the report. Note To create a sub-folder, navigate to the appropriate folder, right-click on the folder, and select Create Sub-category. Click Import Report. In the File Name (XML or ZIP file) field, click Browse. Browse to and select the XML or the compressed report file, and click Open. From the Data source for ReportDefinition drop-down list, select a data source used by the report definition. Note This field appears only if the report definition for the report being imported is not currently defined in Unified Intelligence Center. From the Data Source for ValueList drop-down list, select the data source used by the value lists defined in the report definition. Note You have to select a data source for the value list only if it does not use the same data source as the report definition. For report definitions of Real Time Streaming, it is mandatory to select a data source for the Value Lists. In the Save To field, browse to the folder where you want to place the imported report. Use the Arrow keys to expand the folders. Click Import. Import Unified CVP Report Templates and Set Data Source Perform this procedure only if you have a CVP Reporting Server. Packaged CCE supports the Callback reports only. Do not import other reports. Who can do this: Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting. Eventually, any Report Designer who has full permissions. Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting application, a Unified IC reporting user with permission to do so must import them into Unified IC and associate them with the Unified CVP Data Source. Launch the Unified Intelligence Center web application using the URL ADDRESS>/8444/cuic Enter your User Name and Password. 116

127 Configure Solution Components Configure Unified Intelligence Center Reporting This opens the Overview page. Step 5 Step 6 Step 7 Step 8 ClickReports. Right-click the top Reports folder and select Create Sub-Category. Name the new sub-category as a container for Unified CVP reports. Click OK. Click Import Reports. Browse to the location where you copied the Unified CVP Reporting templates files. Select a report. This populates the File Name with the full path for the report. Step 9 0 Click Import. From the Data source for Report Definition and Data source for value List drop down lists, Choose the Data source you created to access the Unified CVP Reporting database. 1 Save to the Unified CVP sub-category folder you created in Step Click Import. Repeat for the callback templates. Create Data Source for Cisco Unified CVP Report Data Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the Unified CVP reporting data. In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator User Role. Perform the following procedure to create a data source. Log in to the Unified Intelligence Center at of CUIC Publisher}:8444/cuic. Select the Data Sources drawer to open the Data Sources page. Click Create to open an Add Data Source window. Complete fields on this page as follows: Field Value Name Description Type Enter the name of this data source. Report Designers and Report Definition Designers do not have access to the Data Sources page but can see the list of Data Sources when they create custom reports. To benefit those users, give a new Data Source a meaningful name. Enter a description for this data source. Choose Informix. Note Type is disabled in Edit mode. 117

128 Configure Unified Intelligence Center Reporting Configure Solution Components Field Database Host Port Database name Instance Timezone Database User ID Password and Confirm Password Charset Default Permissions Value Enter the IP address or Domain Name System (DNS) name for the server. Enter the port number. Typically, the port is You may have to open this port in the CVP Reporting Server firewall (Window Firewall > Inbound rules > new rule). Enter the name of the reporting database on the Unified CVP reporting server. Use the database name callback for stock callback reports. Specify the instance name of the desired database. By default, this is cvp. Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to Daylight Savings Time, this time zone is updated automatically. Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database. Enter and confirm the password for the database user. Choose UTF-8. Note If this field is not set correctly, the Unified Intelligence Center cannot connect. View or edit the permissions for this datasource for My Group and for the All Users group. Step 5 Step 6 Click Test Connection. If the status is not Online, review the error message to determine the cause and edit the data source accordingly. Click Save to close the Add Data Source window. The new data source appears on the Data Sources list. Obtain Cisco Unified Customer Voice Portal Report Templates For Packaged CCE, import the Callback reports only. To import Unified CVP report templates complete the following: 118

129 Configure Solution Components Configure Unified Intelligence Center Administration On the Unified CVP Reporting Server, click Start. In the search box, type %CVP_HOME%\CVP_Reporting_Templates and press Enter. Compress only the Callback reports into a zip folder and copy it to the system from which you will run Unified Intelligence Center Administraton. Configure Unified Intelligence Center Administration Sign in to the Cisco Unified Intelligence Center Administration Console ( Configure the Active Directory tab under Cluster Configuration > Reporting Configuration. a) Enter the Host Address for the Primary Active Directory Server. b) Leave the default value for Port. c) Complete the Manager Distinguished Name fields. d) Enter and confirm the password with which the Manager accesses the domain controller. e) For User Search Base, specify the Distinguished Name of the domain you want to search. f) For Attribute for User ID, select samaccountname. g) Add at least one domain for the UserName Identifier. Do not type sign before the domain name. h) Set a domain as the default. i) Click Test Connection. j) Click Save. Configure syslog for all devices. a) Choose Device Management > Log and Trace Settings. b) For each host address: Select the associated servers. In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save. Configure SNMP for all devices. a) Select Network Management > SNMP. b) Navigate to SNMP and for each server add the following: V1/V2c Community Strings. Notification Destination. 119

130 Unified Intelligence Center License and Sign-In Configure Solution Components Unified Intelligence Center License and Sign-In Acquire License Online After you configure the publisher and before you configure the subscriber, you must contact Cisco to request a Unified Intelligence Center license. Step 5 Step 6 Step 7 To acquire the license file, go to the Cisco Product License Registration website at this URL: tools.cisco.com/swift/licensing/privateregistrationservlet. If you do not have a Product Authorization Key (PAK), click the available licenses link. Scroll to Unified communications and click Cisco Unified Intelligence Center. Enter your MAC Address, accept the agreement, and enter your Registrant Information. The MAC Address appears online at the end of the installation. If you need to find the MAC Address again, follow these steps to obtain it: 1 Sign in to the server node, using the credentials of the System Administration user. 2 Enter this CLI command: show status. Follow prompts to complete the registration. You will receive an from Cisco that contains your license file as an attachment. The file format is *.lic. Save the license file in a location where the System Application User can access it. Warning Save a backup copy of this file. You can open a *.lic. file to look at it. Changing the file invalidates the license. Apply the license. Sign In to Administration Console Who can sign in to the administration console: The System Application User who is the default Superuser. To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration. Enter this URL: ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node. Enter the System Application User ID and password that you defined during installation. 120

131 Configure Solution Components Configure Cisco Finesse Upload License Step 5 Step 6 Enter this URL: ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node. Enter the System Application User ID and password that you defined during installation. In the Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management. Click Browse. Navigate to the location where the *.lic file was saved. Click Apply License to load the license. Configure Cisco Finesse Follow this sequence of tasks to configure Cisco Finesse. Sequence Task Configure Cisco Finesse Primary, on page 121 Configure Settings for CTI Server and Administration and Data Server, on page 123 Configure Cisco Finesse Secondary Node, on page 124 Done? Configure Cisco Finesse Primary DO THIS FOR golden templates only. Note You must configure the Finesse primary node before you customize the secondary node. Before You Begin DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page

132 Configure Cisco Finesse Primary Configure Solution Components Step 5 Step 6 Step 7 Step 8 Step In the client computer where the automation tool was run, navigate to C:GoldenTemplateTool_901\PlatformConfigRepository\Finesse. Copy the file named FINESSE_PRIMARY_platformConfig.xml. Paste it to another location and rename it to platformconfig.xml. Launch WinImage and select File > New > 1.44 MB and click OK. Drag and drop platformconfig.xml into WinImage. When prompted to inject the file, click Yes. Select File > Save as. Choose the Save as type list as Virtual floppy image. Provide the filename as platformconfig.flp and click Save. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named FINESSE_PRIMARY. Upload the platformconfig.flp file to the folder FINESSE_PRIMARY. 2 Edit the Virtual Machine Settings for the Finesse Primary VM On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the FINESSE_PRIMARY folder on the data store and click OK. Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Power on the Primary Machine. This begins the installation based on the information in the.flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation. 6 7 Click the Console tab for the VM. Log in to the primary machine, using the credentials for the Administration User. The machine opens to the CLI interface. Edit settings and uncheck Connect at Power on for the floppy drive. During the customization of the primary, the username and the password are modified as follows. The customer should change the password. Default Password for OS Administrator: pcce@123 Application UserName: Administrator Default Password for Application User: pcce@123 Sftp password: pcce@123 IPSec password: pcce@123 After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM. 122

133 Configure Solution Components Configure Settings for CTI Server and Administration and Data Server What to Do Next Continue to: Configure Settings for CTI Server and Administration and Data Server, on page 123. Configure Settings for CTI Server and Administration and Data Server This procedure is required for the Finesse primary node for golden templates and for direct-install deployments. Configure CTI Server Settings in Cisco Finesse Primary Node, on page 123 Configure Unified Contact Center Enterprise Administration and Data Server, on page 123 Restart Tomcat, on page 124 Configure CTI Server Settings in Cisco Finesse Primary Node Launch the URL ADDRESS>/cfadmin, where hostname or IP address is the hostname or IP address of your primary Finesse server. Go to Home > Contact Center Enterprise CTI Server Settings. Under Contact Center Enterprise CTI Server Settings, update the following: a) A Side Host/IP Address of Call Server Side A b) A Side Port (CTI Server Port on Side A) c) Peripheral ID (of CallManager PIM) 5000 d) B Side Host/IP Address of Call Server Side B e) B Side Port (CTI Server Port on Side B) Click Save. Configure Unified Contact Center Enterprise Administration and Data Server Go to Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure assumes the default configuration.) Under Contact Center Enterprise Administration & Data Server Settings, update the following: a) Primary Host/IP Address (of Side A AW Server) b) Database Port: 1433 c) Backup Host/Ip Address (of Side B AW Server) d) Domain (required field): The name of the Unified CCE to which Finesse connects. e) AW Database Name: <ucceinstance_awdb> f) UserName: The domain username that is required to sign in to the database. Cannot be SQL user. 123

134 Configure Cisco Finesse Secondary Node Configure Solution Components g) Password: The password required to sign in to the database. Click Save. Restart Tomcat After changing and saving any value on Contact Center Enterprise Administration Server Settings, you must restart the Cisco Tomcat Service on the primary Finesse server. To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat. To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat. What to Do Next For golden templates, configure the secondary node. For direct installation, check replication status. Configure Cisco Finesse Secondary Node Attention The Subscriber configuration procedures to launch the primary node to add the secondary node and then to configure the secondary are for Golden Templates only. DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server, on page 49. Launch the Finesse Administration Console to Configure the Secondary Finesse To add the secondary node, you must launch the primary node and add the secondary node to the cluster. Launch the Cisco Finesse primary node in a browser ( Node IP Address/cfadmin), where the Primary Node or IP address is that of your host. Go to Settings > Cluster Settings. (This is based on the default configuration and assumes you have not changed the page for the Cluster Settings tool.) Add the IP address for the Cisco Finesse secondary node. Click Save. 124

135 Configure Solution Components Configure Cisco Finesse Secondary Node Install Cisco Finesse on Secondary Node Launch WinImage and select File > New > 1.44 MB. In the client computer where the automation tool was run, navigate to C:\CCEPAC1_VMAutomation\PlatformConfigRepository\Finesse. Copy the file named FINESSE_SECONDARY_platformConfig.xml. Step 5 Step 6 Step 7 Step 8 Step 9 0 Paste it to another location and rename it to platformconfig.xml. Drag and drop platformconfig.xml into WinImage: a) When prompted to inject the file, click Yes. b) Select File > Save as and save the file as a Virtual Floppy Image (.flp). Tip If drag and drop does not work, select Image > Inject. Then browse to the file. Open vsphere infrastructure client and connect to the vcenter. Go to the customer ESXi host where the VMs are deployed. Create a folder FINESSE_SECONDARY in the data store and upload the platformconfig.flp file to that folder FINESSE_SECONDARY. Edit settings for the VM. On the Hardware tab, click the floppy drive and choose the radio button Use The Existing Floppy Image in Datastore and mount the platformconfig.flp from the FINESSE_SECONDARY folder on the data store. Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Power on the VM. This begins the installation and customizes the installation based on the information in the.flp file. During the customization of the secondary node, the username and the password are modified as follows. The customer may change the password: Default Password for OS Administrator: pcce@123 Application UserName: Administrator Default Password for Application User: pcce@123 Sftp password: pcce@123 IPSec password: pcce@123 1 After you complete the installation, uncheck Connect at Power on for the floppy drive. Note Finesse will not operate correctly unless you disable the Cisco Security Agent (CSA) after installing the primary node and after installing the secondary node. 125

136 Configure Unified CVP Reporting Server Configure Solution Components Configure Unified CVP Reporting Server The optional Unified CVP Reporting VM is required for customers who use Courtesy Callback and who want to run callback application reports. Unified CVP customers must sign in to Cisco Unified Intelligence Center as users. Follow this sequence of tasks to configure Unified CVP Reporting: Sequence 1 2 Task Configure CVP Reporting Server in CVP OAMP, on page 126 Create Reporting Users, on page 126 Done? Configure CVP Reporting Server in CVP OAMP On the Unified CVP OAMP server, go to Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. Step 5 Step 6 Step 7 When the Operations Console page opens, login. Navigate to Device Management > Unified CVP Reporting Server. Click Add New. Enter the IP Address and hostname of the Reporting Server. Move all Unified CVP Call Servers from Available to Selected. Click Save and Deploy. Unified CVP Reporting Users Create Reporting Users Who can create a user: Initially, the System Application User who is the default Superuser. Eventually, any Superuser. Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain: 126

137 Configure Solution Components Unified CVP Reporting Users Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users. Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users. For more information, see Set Up Active Directory Server for LDAP Users, on page 127. Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users. Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured. Create Superusers Sign in to Cisco Unified Intelligence Center Administration ( Log in to the Cisco Unified Intelligence Center Administration Console ( Navigate to Admin User Management > Admin User Management to open the Users page. Click Add New to add and configure a new user or click an existing username to edit the configuration for that user. This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see Administration Console User Guide for Cisco Unified Intelligence Center or the Administration console online help. Click Save. Set Up Active Directory Server for LDAP Users Configure the Active Directory tab in the Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain. In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab. Complete all fields on this page, referring to the online help for guidance. Click Test Connection. When the connection is confirmed, click Save. 127

138 Unified CVP Reporting Users Configure Solution Components Sign In to Cisco Unified Intelligence Center Reporting Interface Who can sign in to the Unified Intelligence Center reporting interface: Initially, the System Application User who is the default Superuser. Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user. For more information, see Cisco Unified Customer Voice Protocol Reporting User Role Additions. Perform the following procedure to sign in to the Unified Intelligence Center reporting interface. Sign in to the Cisco Unified Intelligence Center Administration Console ( Navigate to Control Center > Device Control. Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member. Enter your user ID and password. The Overview page appears. What to Do Next If you have CVP Reporting as an on-box VM or an external server, refer to sections in the Configure Unified Intelligence Center section for information on creating the data source for Unified CVP and importing CVP report templates. 128

139 CHAPTER 10 Upgrades During the lifespan of a release, software patches become available that, when applied, add new features and correct or simplify existing features. This section documents upgrades since the initial release of Packaged CCE. Refer to Packaged CCE Release Notes for details on the contents of each patch. The Unified CCE 9.0(2) patch, released in September 2012, upgrades Packaged CCE software from Release 9.0(1) to Release 9.0(2). The Engineering Special (ES Upgrade), which must be applied after the Unified CCE 9.0(2) patch, prepares your Packaged CCE system to accept the Cisco Unified Intelligence Center 9.0(x) software. Upgrade to Release 9.0(2), page 129 Upgrade Installation for 9.0(2) ES, page 129 Upgrade to Release 9.0(2) Customers who are using Packaged CCE 9.0(1) and decide they want to upgrade to Packaged CCE 9.0(2) need to obtain the UCCE 9.0(2) patch from the Support > Downloads area of Cisco.com. You must install the patch on both CCE Call Servers, both CCE Data Servers, and on any external HDS servers. Before you do this, check to see if you are already at Unified CCE Version The Unified CCE Version is displayed on the General tab of the Home menu in the Unified CCE Administration Web tool. Upgrade Installation for 9.0(2) ES Download the 9.0(2) ES Upgrade The Engineering Special (ES) is a software patch that prepares your Packaged CCE system to accept the Cisco Unified Intelligence Center 9.0(x) software. This patch must be installed on Packaged CCE version 9.0(2) before upgrading from Unified Intelligence Center 8.5(4) to Unified Intelligence Center 9.0(2). 129

140 Upgrade Installation for 9.0(2) ES Upgrades Note Customers who are currently using Packaged CCE 9.0(1) must upgrade to Packaged CCE 9.0(2) before installing the ES patch. For more information, see the section Upgrade to Release 9.0(2), on page 129. Download the Packaged CCE ES patch and installation instructions from here: software/special/release.html?config=31017c0a473c66b3fdcbf9cda8a72fbf. 130

141 CHAPTER 11 Final Tasks Apply Base Configuration, page 131 Run Base Configuration Using the ICMDBA Tool, page 132 Prevalidation Changes in Configuration Manager, page 133 Set Deployment Type and Run System Validation, page 133 Configuration Manager Changes for Unified CCE, page 136 Make a Call, page 136 Install Language Pack, page 139 Apply Base Configuration About Base Configuration The base configuration performs the following functions on the system: Creates core system objects to support call routing and dial plan for Packaged CCE. Creates two Peripheral Gateways: One Generic PG with 1 CUCM PIM and 4 CVP PIMs One MR PG with 2 PIMs - one for Outbound and one for Multichannel Sets intelligent application defaults for the Packaged CCE deployment model: Default Agent Desk Settings record Enables ECC Variables Create configuration objects to support CVP: A type 10 Network VRU for CVP along with Network VRU Labels to send calls to CVP CVP ECC Variables VXML_Server Network VRU Script - GS,V microapp 131

142 Run Base Configuration Using the ICMDBA Tool Final Tasks Creates configuration objects to support Multichannel Configuration: A Network VRU for the MR PG Application Instance for Multichannel Media Classes for Multichannel Apply Base Configuration for Fresh Installs Only The Base Configuration is run once on a fresh installation of Packaged CCE. If you have already applied the base configuration to Packaged CCE and are upgrading to a later release of Packaged CCE, do not download the base configuration a second time in this instance, apply configuration changes manually. Related Topics Release 9.0 Base Configuration Updates, on page 143 Run Base Configuration Using the ICMDBA Tool This task is required for a fresh install. The procedure is run on the CCE Data server on Side A. Download the base configuration zip file from Cisco.com > Download Software > Packaged Contact Center Enterprise Configuration Scripts: Save it locally and unzip it. Download the Domain_Update_Tool.zip file from the same location. Save it locally and unzip it. Open the ICMDBA Tool on the CCE Data Server on Side A. Step 5 Step 6 Step 7 Step 8 Step 9 Select the CCE Data Server and expand the tree to <instance name>_sidea. Select Data on the menu bar and click Import. Browse to locate the configuration folder and click Open. Click OK and then click Import. Click Start and then click OK on all messages. Before you run PowerShell in 1 below, enter the command get-executionpolicy to determine whether the Restricted Execution policy is in effect or is restricted. If the policy is restricted, enter set-executionpolicy. At the Supply Values prompt, enter "Unrestricted." Then enter 'Y". This changes the execution policy. 0 1 Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows: a) For Server name, enter the computer name of the CCE Data Server Side A. b) For Database name, enter <instance_sidea>. c) For Domain Name, enter the customer's domain name. Return to the ICMDBA tool. a) Click the logger database (<instance_sidea). b) Open Data on the menu bar and click Synchronize. c) Enter the hostname for the CCE Data Server on Side A. 132

143 Final Tasks Prevalidation Changes in Configuration Manager d) Enter the database name as <instance name>_sidea for the source side. e) Under the Target Pane, select the CCE Data Server on Side B. f) Enter the database name as <instance name>_sideb for the target side. g) Click Synchronize Click Start. Click Yes for all messages. Click Close. Prevalidation Changes in Configuration Manager After you change the system deployment type to Packaged CCE-PAC-M1, you lose access to most Unified CCE Configuration Manager tools. For this reason, you must access Configuration before you change deployment type modify the Network VRU labels. Modify Network VRU Labels The base configuration contains six Network VRU labels. If those labels are not what the customer requires, follow these steps to change the Network VRU Labels in Unified CCE Configuration Manager before you set the deployment type to Packaged CCE. Important If the customer requires Network VRU Labels for the CVP routing clients that begin with numbers other than 777, then you must match the first three digits of their CVP_PG Network VRU Labels to the value in the Configure Dialed Number Patterns, on page 90 for the Network VRU Label and to the incoming called-number for the VRU leg, as set in the Configure Cisco IOS Enterprise Voice Gateway, on page 92. In Unified CCE Configuration Manager, access Network VRU labels. Modify the labels according to the customer's routing patterns. Set Deployment Type and Run System Validation Sign In and Select Deployment Type After you have completed installation and configuration, sign in to Packaged CCE to select the Packaged CCE deployment type. To sign in and select the deployment type: 133

144 Set Deployment Type and Run System Validation Final Tasks 1 Point to Address>/cceadmin/Container.jsp, where <IP Address> is the address of either CCE data server (the one on Side A or the one on Side B). 2 At the sign in page, enter the Active Directory username and password. This opens the Configure Deployment page, showing the default deployment type of Not Specified. 3 Select Packaged CCE: CCE-PAC-M1 from the drop-down. This launches the VM Validation process to ensure that the deployment is in conformance with the required virtual machine specifications, capacity limits, and system validation rules. 4 Enter fields for the IP address and the Username and Password for the Side A and Side B VMware hosts. 5 Click Save. Validation Results After a successful validation, you see a Congratulations message. If the Host (or IP address), Username, or Password entries were invalid, you see a Could Not Connect message. If either the server or any of the VMs do not meet requirements, you see a message indicating connection problems. This message has a link to a log file. Open this file to see whether the servers are valid and whether all VMs match the deployment profiles. Sample log file showing summary of invalid results VM Validation Results: Wed Jun 20 08:05:36 EDT 2012 Overall: false Valid Systems: 0 of 1 Summary: ESX Server: sideb ESX Server Properties Valid: true VM Layout Valid: false. The information at the top of the log is a summary of the results. This log shows that the server is valid but the VM layout is not. Sample log showing invalid server This shows that the server does not have the required number of CPU Cores. Server Result: Required Version: Required Min CPU Cores: 20 Required Min Memory (MB): Required HD(s) (GB): [1392, 1949, 273] Required Bios <Major version>: C260 Required Vendor: Cisco Systems Inc Found Version: Found CPU Cores: 10 Found Memory (MB): Found HD(s) (GB): [1392, 273, 1949] Found Bios: C b Found Vendor: Cisco Systems Inc Sample log showing valid VM Virtual Machines Matching Defined Profiles: VM: BB-CCE-DataSvr-A Profile: Unified CCE Data Server OS: Microsoft Windows Server 2008 R2 (64-bit) CPU Cores: 4 Reservation: 5100 RAM (MB): 8192 HD(s) (GB): [80, 750] VMWare Tools Version: 8384 Invalid VMs 134

145 Final Tasks Deployment Types There are three log entries for invalid VMs: Required Profiles without Matching Virtual Machines This means system does not have VMs present that match our requirements. Optional Profiles without Matching Virtual Machines This means that the CVP Reporting profile, which is defined as optional, does not exist on the system. This does not block validation. Virtual Machines without Matching Profiles This means the system has VMs that do not match requirements. They might be extra VMs or incorrectly-configured VMs. Capacity and Validation Rules Pages in the User Interface Two screens in the user interface, both accessed by tabs on the Home menu, show additional system information, with indicator for what you must address: Capacity Info shows the maximum capacity that Packaged CCE supports, whether your system is within those limits, and what percentage of the maximum is currently used. For example, if the maximum capacity is 100 reason codes and your system has 300, the capacity indicator will be red. System Validation shows the software specifications for which Packaged CCE has been qualified and whether your system conforms to those rules. For example, if exactly 9 ECC Variables are required for CVP and your system has 8 or 10, the Is Valid indicator will be red. Validation for Other System Types For Packaged CCE: CCE-PAC-M1 Lab Only, the same Capacity Info and System Validation checks apply. There is no VM Validation for these lab systems. For all other deployment types, no VM validation, Capacity Info, or System Validation takes place. Deployment Types The Deployment Type drop-down menu on the Packaged CCE Configure Deployment screen offers 14 options. The two options appropriate for Packaged CCE are Packaged CCE: CCE-PAC-M1 and Packaged CCE: CCE-PAC-M1 Lab Only. 135

146 Configuration Manager Changes for Unified CCE Final Tasks Deployment Type Packaged CCE: CCE-PAC-M1 Packaged CCE: CCE-PAC-M1 Lab Only All other types Validation Capacity check for full call capacity (8 cps / 1000 agents) System validation Validation of all VMs (CCE, CVP, CUIC, UCM, Finesse) The production option enables full call capacity (8 cps / 1000 agents) and checks hardware and all VMs footprint (CCE, CVP, CUIC, UCM, Finesse). Capacity check System validation No VM Validation No validation Notes Requires duplexed servers. Select this option if you want a system that runs at production-level call capacity. Allows installation on any hardware. Select this option for demo systems. The lab only option reduces the call capacity of the system to 1 CPS and allows a maximum of 50 agents. Configuration Manager Changes for Unified CCE Make a Call After you run the base configuration using ICMDBA and have changed the deployment type, you must perform the tasks listed here in Cisco Unified CCE Configuration Manager. If you are using an Administration Server and Real-time Data Server system or an Administration Client system, double-click the Unified CCE Tools icon on the desktop, and then choose Administration Tools. Create Agent Targeting Rule Configure CallTypes. Configure Dialed Numbers. Configure routing in Script Editor and schedule for the Call Type. Configure routing and administrative scripts. 1 Start up all Unified CCE services if they are not set to Auto Start. 136

147 Final Tasks Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script 2 Create agents, a skill group, a call type, a dialed number, and a Network VRU script in Unified CCE Administration. See Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script, on page Use Script Editor to create a script. Create a Script, on page Log in to Call from Finesse, on page 139 For calls to run successfully: You must create two phones for the two agents you will use in Cisco Finesse. You must edit the Application User to add those two phones. These values must match: See Add Phones, on page 109. See Configure Application User, on page 104. The Network VRU Labels that you changed when you made Prevalidation Changes in Configuration Manager, on page 133. The value for the Network VRU Label configured for CVP in this procedure: Configure Dialed Number Patterns, on page 90. The incoming called-number for the VRU leg, as set in Configure Cisco IOS Enterprise Voice Gateway, on page 92. #Configure VXML leg where the incoming called-number matches the Network VRU Label dial-peer voice 9999 voip description Used for VRU leg service bootstrap incoming called-number 777T dtmf-relay rtp-nte dtmf-relay rtp-nte voice-class codec 1 no vad The value configured in Unified CM Administration Clusterwide Domain Configuration must match the Server Group name in Unified CVP Server Groups The CTI route point must be added to pguser. See Validate Clusterwide Domain Configuration, on page 102 and Configure SIP Server Group, on page 89 See Configure CTI Route Point, on page 104 Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script To run a call, you must set up at least two agents, one skill group, a call type, and a dialed number in Unified CCE Administration. 137

148 Create a Script Final Tasks Step 5 Step 6 Step 7 Point a browser to the URL Address>/cceadmin, where <IP Address> is the address of either CCE data server. Sign in using your Active Directory username and password. From the menu, select Manage > Agent > Agents. Then create two agents. From the menu, select Manage > Agent > Skill Groups. Then create a Skill Group. From the menu, select Manage > Call > Call Type. Then create a Call Type. From the menu, select Manage > Call > Dialed Numbers. Then create a Dialed Number String of the routing type Internal Voice. From the menu, select Manage > Call > Network VRU Scripts. Then create a Network VRU Script. a) Enter a Name of your choice. b) For VRU Script Name, enter the script using the VRU script name parameters; for example: PM,CCAM_PM.wav,A,CVP, which represents PlayMedia, wav file name, Application, CVP. c) Keep the defaults in the other fields. Create a Script Open either CCE Data Server. Navigate to Unified CCE Administration Tools > Script Editor. From the Start node > Run Ext. Script > Queue to Skill Group. Schedule the script. 138